Terms and Conditions and Applicable Parties

These Terms and Conditions are made between Kiwilink Internet Services Limited (“Kiwilink” or “we” or “our”) and the user of Kiwilink services (the “customer “or “you” or “your”).  We reserve the right to amend these conditions from time to time and will normally post, on our website, any amended terms at least 15 days prior to their taking effect.  

These Terms and Conditions replace all previous Terms and Conditions, including those contained in any document used by you and purporting to have contractual effect, and apply for services to both existing customers and new customers.   By using our services you are deemed to have accepted these terms and conditions and they apply as of the date of your application for Services.  Further Terms and Conditions that apply specifically to services such as VoIP, web hosting, domain registration, domain hosting, broadband, email, and server hosting can be found under each of those headings.

If you are a using our services for business purposes you agree that provisions of the Consumers Guarantees Act 1993 do not apply to the full extent permitted by law.

This agreement and the relationships between the parties shall be governed by the laws of New Zealand.

Applicable Parties

You may not transfer his agreement our prior written consent.  We have the right to transfer our rights and obligations under this agreement without your consent.

Our Services

We are not obliged to provide services unless we accept your application. We can decide whether or not to accept any application.

Kiwilink aims to provide you with the highest quality of services. Due to the nature of IT, these services may be interrupted from time to time due to planned or unplanned maintenance, equipment failures and other factors which may or may not be within our control.  We will endeavour to notify you of any planned maintenance on our website ( but this may not always be possible where critical issues arise.  We also use some external services e.g. Vocus broadband networks, and have no control over their equipment and services.  In the event of service failure, we will endeavour to restore services as quickly as possible and to minimise disruption to customers.

We reserve the right to change our rates from time to time and if we increase any rates, we will give you as much notice as reasonably possible.

Customer Responsibilities

Customers agree to comply with all applicable laws and regulations of New Zealand it is your responsibility to ensure such compliance.   Your use of our services must be for lawful purposes only. 

Services must not be used for activities that are unlawful, antisocial, pornographic or similarly distasteful in nature or for spamming or sending of unsolicited email including sending to email addresses maintained by Kiwilink; or breach of copyright owned by another.  Breach of these provisions may result in suspension and/ or termination of services. Kiwilink will be the sole arbiter of what constitutes a violation of these provisions.

Customers must ensure that contact information provided to us is correct and up-to-date and maintain confidentiality of any username and passwords provided.

They shall remain in force until either Kiwilink or the customer notifies the other in writing (including by e-mail) of intent to terminate agreement.


Prices do not include software.  Any software that is provided by Kiwilink to give access remains the property of the software’s owners and the customer is responsible for any fees or donations asked for by the software’s owner.  Payment to Kiwilink for your account must be paid in advance.


The customer agrees to pay for services set up with Kiwilink, whether directly or through a third party, regardless of whether these services are used or not.  Details of account charges and contract periods are as displayed on the website or agreed expressly with Kiwilink, and may be subject to change by Kiwilink.

All accounts must be setup with direct debit or credit card. If a credit card is provided to pay for the initial invoice, this will be used for payment until a direct debit is setup. Credit card payments will include a $2 or 2.33% bank fee.

Payment is due according to the terms stated on the invoice, paid in New Zealand Dollars. Return of cheques by the bank may incur a fee of $30. Accounts unpaid within the payment terms may be suspended and/or terminated by Kiwilink immediately at Kiwilink's discretion.

Overdue accounts may be subject to a late payment fee of $25+GST and interest charge of 1.5% /month on the outstanding balance. Special arrangements for business customers to pay by the 20th of the following month may be available.

Costs incurred on collection of any overdue debts, including legal and debt recovery costs on a solicitor and client basis, are fully payable by the customer.

Payment for services is normally in advance, unless agreed in writing with Kiwilink. Payment terms are displayed on the Kiwilink website.

Invoices and statements are normally sent by email. Customer may request post only but an extra postage and handling charge (currently $1.00 / invoice or statement) may apply in this case.

Excess usage charges incurred are fully payable by the customer by the due invoice date. This includes any charges arising through virus or other third-party attack on customer equipment and misuse by customers or their employees. Any query regarding excess time or data charges must be made within 7 days of the receipt of the invoice. Kiwilink Servers reserves the right to limit their exposure to the user by suspending the account until the full amount is paid. The time in suspension is not deducted from the following months subscribed time.

Broadband new connection and disconnection fees are on charged that we receive from our up-streamer and are fully payable.

Charges are normally exclusive of GST unless otherwise specified.

Termination of Services

Customers may terminate their account by notice in writing to Kiwilink or by email to 1 months’ notice of cancellation is required. Cancellation during a fixed term does not release you from paying for the balance of the fixed term whether you use the Services or not.) All charges incurred to the date of cancellation (or expiry of the fixed term) are payable by the customer.

Kiwilink reserves the right to suspend and/ or terminate an account for breach of these terms and conditions. Kiwilink may also terminate services with a customer by normally providing 7 calendar days’ notice of cancellation or is there is a breach of Terms and Conditions Kiwilink may suspend or terminate services immediately.

Upon termination all data relating to the customer stored on Kiwilink equipment will be deleted at a time of choosing by Kiwilink.


We will communicate via email any changes in products or pricing that may impact customers in advance of any changes taking effect.

As a Kiwilink customer you agree to receive occasional email newsletter marketing or product information from us to ensure you are aware of the latest technology and security risks and solutions. You may opt out of these at any stage.


Kiwilink warrants that its communications software conforms to established telecommunications industry protocols, and should be compatible with most off-the-shelf consumer communications software. Kiwilink disclaims any express or implied warranty with respect to the performance, capacity, merchantability, or other compatibility issues of its hardware and software products and services.


The customer assumes liability for and hereafter agrees to hold Kiwilink harmless, its employees, agents, officers and directors from all claims for lost profits, punitive or other adjudicated damages, expenses, including reasonable legal fees, incurred from usage of any service provided by with Kiwilink.  Kiwilink does NOT WARRANT that services will be without interruptions or errors.  Kiwilink will not accept any responsibility for costs, damage, disruption or inconvenience from any services disruption or complete loss of service or data (including loss of email and website data), nor from computer virus (and similar malicious programmes, including spam), and is not liable for any associated telecommunications, equipment or software charges.  Any data stored on Kiwilink equipment is stored at the customers own risk and no responsibility will be taken for loss or damage to the data.

Fixed Contract Periods and Change of Account Type

Fixed contract accounts provide a discount for a customer’s commitment to Kiwilink.  In the event of a customer wanting to change the type of account to a higher/ more expensive Kiwilink account, any unused time (minimum 7 days remaining) on the old account will be offset against the costs of new account. No credits are available for conversion to a lower level of Service.


Kiwilink will normally provide a telephone support service during normal business hours (subject to specific account conditions).  On busy and holiday periods, there may be a delay in answering calls or returning voice messages.  This telephone support is for queries relating to the services provided by Kiwilink, and not to general IT/ PC problems.  An after-hours service for urgent technical queries may also be available, but is not guaranteed. Kiwilink will endeavour to return customer queries left on voice messages at the earliest opportunity next working day. Queries can also be sent to: 

On some occasions Kiwilink may suggest referring an issue to a third party IT consultant or technician, if the help desk is unable to assist further.  Kiwilink is not liable for any work carried out by a third party technician and all billing should be agreed directly with the technician and paid directly to them.

Service Terms and Conditions

Broadband Internet

Broadband speed is not greatly determined or influenced by Kiwilink equipment. All broadband speeds affected by your geographic location to your local exchange or cabinet, and potentially your home wiring, or modem.

Domain Names

Kiwilink acts a reseller for some domain registrars.  Kiwilink will invoice the customer for the domain or domain renewal in advance.  Payment is due before the expiry of the domain.  If payment is not received into the bank account of Kiwilink by the due date, Kiwilink may choose to cancel the domain.  Kiwilink accepts no responsibility for any loss arising from the cancellation.  Any reinstatement of the domain is subject to reinstatement and administration charges, payable in advance. Kiwilink reserves the right to refuse to act as a reseller in certain cases.


Kiwilink's mail servers are currently fast, reliable and efficient.  We can maintain that level of Service only by effective management of email.  The mail servers are configured to allow up to at least 20 megabyte emails to be sent or received at any time.  Total mail box space should be kept under 40 megabytes at all times.  If your mailbox exceeds 40 megabytes or your unread mail has resided there for more than 60 days, Kiwilink reserves the right to remove it in the interests of good mail management.

Kiwilink operates a spam and virus filtering service for email intended to remove spam and virus attachments.  Whilst we endeavour to make this as efficient and effective as possible, spam and virus mails may still get to the customer and, on rare occasions, valid emails may also be blocked/ deleted by the filters.  Kiwilink recommends customers use their own anti-virus and firewall systems to help provide further protection.

Web Hosting

Web Hosting is billed as per our website pricing, normally monthly or quarterly in advance unless otherwise arranged in writing with Kiwilink.  If the account is not paid within the terms of the invoice, Kiwilink reserves the right to remove access and disable the web site.  Continued non-payment of the account may result in complete termination of web hosting and deletion of all customer data.

The author of each web site is "the publisher".  Kiwilink does not moderate and takes no responsibility for the actions of the publishers. , Kiwilink reserves the right to suspend or delete any site that is not compliant with the applicable laws of New Zealand and may do so at its sole discretion.

Kiwilink does not provide backup of customer websites and databases as part of its normal web hosting services and it is the responsibility of website owners to keep copies of all data stored on their sites in the event of data corruption or deletion whether by the customer or Kiwilink.

Ecommerce sites operated by customers are operated at the sole risk of the customer and Kiwilink does not warrant that services will be free from interruption. Data stored on websites and associated databases is fully at the risk of the customer.

VOIP Services

You understand that the VOIP service is not a traditional phone service and is provided on a best efforts basis.  We will use all reasonable endeavours to make our services available to you at all times, however things beyond on control such as power outages or the performance of your internet connection may disrupt the service we provide.

You accept that our services are not required to support emergency calls.

You accept that Kiwilink VOIP might not be compatible with non-voice communications equipment such as home alarms, fax machines, Sky Digital and St John Alarms.

Any phone number that we allocate to you does not become your property and does not constitute any transfer of property rights.

If we need to change your number we will send you notification by email and give you as much notice as possible.

We can withdraw or terminate any number at any time without liability, particularly if you do not comply with the instructions for use.

Kiwilink retains ownership of all VOIP phone lines until the final bill is settled. Kiwilink will then transfer control of the number to you so you can port the number to another service provider.

Once control has been transferred, you may be able to port your Kiwilink number to another service provider.  If you wish to do so you must contact the other service provider directly and you will be responsible for completing the porting requirements of that service provider.  We will comply with our obligations under the Terms for Local and Mobile Number Portability in relation to the porting of your number.  You will be responsible for all costs associated with porting the number.

If your account is inactive for more than 6 months or disconnected, and you have not ported the associated phone number(s), we may at our sole discretion reallocate the numbers associated with your account.

We exclude all of our liability to you in connection with us providing services to you or failing to provide services to you. Without limiting this, we are not liable to you (and nor are any of our officers, employees, contractors or agents liable to you):

i)                    if any communication is intercepted, not properly transmitted or received;

ii)                  for any disruptions or delays with the use of our services;

iii)                for any incompatibility with other services;

iv)                if any software we supply does not operate properly; and,

v)                  for any equipment or network failures.

We are not liable to you for any fault in, delay or non-provision of services which is caused by an event beyond our reasonable control.

We are not liable for cost of calls if you login/access details have been used by a 3rd party with or without your control. All call costs in the instance of a 3rd party accessing your login credentials are liable to you, the customer of Kiwilink.

We are not liable for cost of calls if you own SIP PABX or other SIP device has been hacked or compromised by a third party with or without your control. All call costs in the instance of a third party accessing your SIP PABX or other SIP device are liable to you, the customer of Kiwilink.

If you use another service provider during any period when our service is not fully operational, we are not liable to pay any amount you are charged by that service provider.

You acknowledge that no third party whose network or services we use to supply services to you (nor any officer, employee, contractor or agent of such third party) is in any way liable to you in connection with our services.

Third Party Software

Kiwilink provides access for some customers and their web designers to the webservers for the installation, maintenance or update of software. Kiwilink makes no guarantees and takes no responsibility for the performance (or lack of) for this software. Kiwilink reserves the right to upgrade, remove or alter any software due to security or performance issues at any time. This could be without consultation with web customers although, where possible, we will attempt to notify known users of the scripts of any change. Usage and maintenance is at the customers own risk.