By applying and/ or using netsurf services, customers agree to abide by these terms conditions. These terms and conditions may be changed by netsurf without notice.

General Usage

Netsurf promotes responsible internet service usage. Any customer found to be using netsurf for any criminal, fraudulent or other socially unacceptable behaviour (as deemed by netsurf) may be removed by netsurf without warning.

Customers must endeavor to keep their account passwords confidential and must notify netsurf if they believe these have been obtained by other parties.

Service Levels

Netsurf will endeavor to provide a trouble free and continuous internet service. However, services may rarely be disrupted due to planned maintenance, as well as unforeseen circumstances, including factors outside the control of netsurf e.g. customer telecommunication lines. Netsurf cannot be held liable for any loss as a result of service disruptions, errors or other losses of service. Netsurf will endeavor to restore any lost services as quickly as possible.

Support / HelpDesk

Netsurf will normally provide telephone support for setting up a new connection only, available during normal working hours by calling (09) 969 6330. On-going support is provided by the on-line helpdesk form. This is for problems directly related to the connection and is not available for third party software or hardware issues.

Account Payments & Pricing

Netsurf reserves the right to disconnect any customer accounts that are not paid by the account renewal date. Any costs incurred on collection of overdue amounts may be charged to the customer.

All prices and transactions are stated in New Zealand dollars and may be updated at any time by netsurf. Any new charges will not apply retrospectively and will only apply at the start of the customers next billing period. Any changes to prices will be posted on the web site.

Cancellations

No refunds are available for plans cancelled within the plan billing period (currently 1 or 3 months) . All cancellations must be made by e-mail to: accounts@kiwilink.co.nz , giving a minimum of 1 weeks notice before the end of the current billing period.

Prepay Accounts - No refunds are available on unused connection time. Prepay hours will expire after a minimum of 12 months from date of purchase, if not used prior.

Netsurf reserves the right to cancel a connection at any time.

Privacy

Any personal information that is provided by the customer will not be knowingly be passed to any third parties for the purposes of marketing.

Credit Card Transactions

All on-line credit card applications are processed immediately with the bank. The credit card payment page is secured with 128 bit encryption. The card details you enter are safe because it is not stored or cached by us, but entered directly onto the banking system. You will receive an instant confirmation of transaction approval or decline before being returned to this web site. Payments are accepted from both Visa and Master Cards. American express and other cards are not accepted.

Term account payments will be returned in full for new accounts where the account has not been used at all, and where Netsurf has been contacted within 3 working days of the account sign up (call 0800 438787 during normal office hours). No refunds can be made to "anonymous" prepay account applications.

Disputes

In case of any questions or dispute, please call us on 09 969 6330 (during office hours), or e-mail us on support@netsurf.co.nz or write to us at: Netsurf - Kiwilink Internet Services Ltd, P O Box 163028, Lynfield, 1443, Auckland.