Terms of Service

By accessing or using any Axiam Broadband service, including browsing this portal, registering an account, placing an order, or activating a service, you agree to be bound by these Terms and our Privacy Policy.

If you are accepting these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity. If you do not agree to these Terms, do not use our services.

Axiam Networks Ltd provides residential and business fibre broadband services across New Zealand, delivered over the Chorus and Enable fibre networks. Services include:

• Fibre broadband internet access at various speed tiers
• Professional installation by a qualified technician
• Optional router supply (lease or purchase)
• Access to this customer portal for account management
• New Zealand-based customer support

Service availability depends on fibre infrastructure at your address. We will confirm availability before accepting your order. We reserve the right to modify, suspend, or discontinue any service with reasonable notice.

To use our services you must:

• Be at least 18 years of age
• Be a New Zealand resident or have a valid New Zealand address for installation
• Have the authority to enter into a binding legal agreement
• Provide accurate and complete registration information
• Reside or operate at an address where fibre infrastructure is available

We reserve the right to refuse service to any person or entity at our sole discretion.

You are responsible for maintaining the confidentiality of your account credentials. You must notify us immediately at [email protected] if you suspect unauthorised access to your account.

You are responsible for all activity that occurs under your account, whether or not authorised by you. Axiam will not be liable for any loss arising from unauthorised use of your account where you have failed to take reasonable steps to protect your credentials.

You must keep your contact details, including email address and billing information, current and accurate at all times via your account profile.

When you place an order, you select a contract term that determines your pricing and commitment period. The following contract terms are available:

Your contract start date is the date your service is activated following installation. For 12-month and 24-month contracts, the commitment period runs from the activation date.

At the end of a fixed-term contract, your service will automatically continue on a month-to-month basis at the then-current no-contract pricing unless you contact us to renew or cancel.

Plan pricing is subject to change. We will provide at least 30 days' written notice of any price increase. You may cancel your service within that notice period without incurring an early exit fee, regardless of your contract term.

The Early Exit Fee reflects the costs Axiam incurs in provisioning your connection, including installation, network activation, and subsidised equipment where applicable.

The Early Exit Fee applies in the following circumstances:

• You request cancellation of your service before the end of your contracted term
• You relocate to an address where Axiam cannot provide service and we cannot transfer your service
• You fail to pay invoices and your service is cancelled for non-payment after the 7-day suspension period
• Your account is terminated by Axiam for breach of these Terms

The Early Exit Fee does not apply in the following circumstances:

• You are on a month-to-month (No Contract) plan
• You cancel during the first 30 days of your service (cooling-off period) — a pro-rata refund of any unused prepaid amounts will be issued
• Axiam gives you notice of a price increase and you cancel within the notice period
• Axiam is unable to provide the service due to circumstances within our control
• You are transferring your service to a new address and Axiam can provide service at that address

The Early Exit Fee will be invoiced on the date of cancellation and is due within 14 days. Unpaid fees may be referred to a debt collection agency.

All prices quoted on our website and in the portal are in New Zealand Dollars (NZD) and include Goods and Services Tax (GST) at the current rate of 15%, unless otherwise stated.

Billing is monthly. Your first payment is charged at the time of order and covers your setup fee (if applicable), first month's service, and any router costs. Subsequent monthly invoices are generated at the start of each billing month and are due within 14 days of issue.

Payment is processed securely by Stripe. By providing your payment method, you authorise Axiam to charge the amounts due each billing period. Axiam does not store your full card details.

• Invoices more than 14 days overdue will be marked as overdue
• Services with invoices more than 21 days overdue may be suspended
• Suspended services will be cancelled if payment is not received within a further 7 days
• Reinstatement of a suspended service may incur an administration fee

If you dispute a charge, please contact us at [email protected] within 30 days of the invoice date. We will investigate and respond within 5 business days.

All plans include unlimited data. However, you must not use our network in ways that are harmful, illegal, or disruptive. Prohibited activities include:

• Any activity that is unlawful under New Zealand law
• Distributing malware, spyware, viruses, or other malicious code
• Conducting port scanning, network intrusion, or denial-of-service attacks
• Sending unsolicited bulk communications (spam)
• Hosting content that is defamatory, threatening, obscene, or that infringes intellectual property rights
• Reselling or providing the service to third parties without prior written authorisation from Axiam
• Exceeding speeds that cause demonstrable harm to other customers on shared network segments
• Your usage exceeds what is deemed "Fair Use" and causes additional charges to Axiam Networks.

We reserve the right to suspend or terminate service immediately and without notice where we have reasonable grounds to believe you are engaged in prohibited activity.

Professional installation is included with most plans and is carried out by a qualified Axiam technician or authorised contractor. You must:

• Ensure an adult (18+) is present at the property at the time of installation
• Provide safe and reasonable access to the installation location
• Ensure any required permissions (e.g. body corporate, landlord) are obtained before the appointment
• Notify us of any specific access requirements (gates, security, access notes) at the time of booking
• Notify us if dogs are on the property so we can inform any technician

If a technician attends and is unable to complete the installation due to circumstances within your control (e.g. no one home, access denied, consents not obtained), a failed appointment fee may apply.

Installation dates and time slots are estimates only. We will make reasonable efforts to meet your preferred time but cannot guarantee exact arrival times.

Equipment options at sign-up include:

• Leased router: The router remains the property of Axiam Networks Ltd. A monthly lease fee applies. The router must be returned in good condition within 14 days of service cancellation. Failure to return leased equipment may result in a replacement charge at the current retail value.
• Purchased router: Ownership transfers to you upon full payment. We do not provide a warranty however the manufacturer provides warranty for all routers we sell.
• Bring Your Own Router (BYOD): You connect your own compatible router to the Optical Network Terminal (ONT) installed at your premises. Support is limited to the ONT connection point — we do not provide support for your own equipment.

The ONT (Optical Network Terminal) installed at your premises remains the property of the network operator (Chorus / Enable) and must not be tampered with, relocated, or disposed of.

Cancellation by you: To cancel your service, log in to your client portal or contact us at [email protected]. We require 30 days' written notice for cancellations. If you are on a fixed-term contract, the Early Exit Fee described in Section 6 may apply.

Cancellation by Axiam: We may suspend or cancel your service with immediate effect and without liability if:

• You fail to pay any amount due within the prescribed period
• You breach any provision of these Terms and fail to remedy the breach within 7 days of written notice
• You provide false or misleading information
• We are required to do so by law or at the direction of a regulatory authority

Upon cancellation, any outstanding invoices become immediately due and payable.

To the fullest extent permitted by New Zealand law, Axiam's total liability to you for any claim arising out of or related to these Terms or our services is limited to the amount you paid us in the 3 months preceding the claim.

Axiam will not be liable for:

• Loss of income, profits, data, or business opportunity
• Service interruptions caused by events outside our control, including but not limited to network operator outages, natural disasters, power failures, or government actions
• Damage to your equipment caused by power surges or acts of nature
• Third-party content accessed via our network

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

We collect, store, and use your personal information in accordance with our Privacy Policy and the New Zealand Privacy Act 2020. By using our services you consent to the collection and use of your information as described in that policy.

We may update these Terms from time to time. We will notify you of material changes by email and by posting the updated Terms on this page with a revised "Last updated" date. Your continued use of our services after the effective date of any changes constitutes acceptance of the new Terms.

If you do not agree with a material change, you may cancel your service. If you are on a fixed-term contract, the Early Exit Fee will not apply if you cancel solely because of a change to these Terms that is materially adverse to you.

These Terms are governed by the laws of New Zealand. Any disputes arising under or in connection with these Terms will be subject to the exclusive jurisdiction of the New Zealand courts. We will always attempt to resolve disputes informally in the first instance — please contact us before initiating formal proceedings.

For questions about these Terms, billing enquiries, or to request cancellation, please contact us: