Mobile Network Guarantee

Try Zeronet Mobile Risk-Free for 30 Days

 At Zeronet, we believe our network should just work - where it matters to you. That’s why we offer our Mobile Network Guarantee. 

 If you're not satisfied with our mobile service within the first 30 days of activation, we’ll work hard to resolve any issues. If we can't, we’ll refund your first month’s subscription and any setup fees. Simple as that.

Whether you’re calling from the couch, texting from the trail, or streaming from your favourite spots - your mobile experience should feel seamless. And if it doesn’t, you’re covered.

Network Guarantee Terms

🟢 Eligibility

• Applies to new mobile services on a Zeronet Pay Monthly plan (weekly, fortnightly, monthly, or annual).
• The guarantee starts the day your Zeronet mobile service is activated.
• Available once, per customer, per calendar year.
• You must make your claim within 30 days of activation.

🟢 What’s Covered

If you experience mobile coverage issues at a location important to you, and our coverage maps indicated service in that area, we will:

1. Attempt to resolve the issue within 7 days of your report.
2. If unresolved, we’ll refund:
   • Your first month’s subscription fee, and
   • Any one-time setup fees.

Refunds will be processed to the same card you used to join Zeronet within 3–5 business days of approval. It may take 7–10 additional working days to appear on your statement depending on your bank.
 

🟢 What’s Not Covered

We won’t refund:

• Charges for add-ons, data packs, or premium services.
• International calls, roaming, or out-of-plan usage.
• Credit card surcharge or transaction fees.
• Any mobile devices, accessories, or gifts (Zeronet does not currently sell handsets).

🟢 Claim Process

1. Contact our team within 30 days of activation.
2. We’ll investigate and attempt to fix the issue within 7 days.
3. If unresolved, we’ll process your refund and confirm once complete.

If your claim is declined and you disagree with the outcome, you may escalate your concern by emailing care@zeronet.co.nz to the attention of "The Manager".
 

 🟢 Additional Notes

• You can port your number to another provider at any time during the claim.
• Claims must relate to network coverage or performance issues.
• Claims will not be accepted after 30 days or more than once per year.

We're Here to Help

If you’re experiencing any mobile coverage issues, get in touch with our Care team. We’re available Monday to Saturday, 8AM to 8PM (Closed Sundays and Public Holidays).

Email: care@zeronet.co.nz
Chat: Available via www.zeronet.co.nz/contact

Let us show you what Zeronet is capable of on your terms.