Terms of Trade

Thanks for choosing CloudLink. By using our services, you agree to the terms and conditions below. Please take a moment to read them — each section starts with a plain-English summary. This document last updated 6 August 2026.

Definitions

A quick decoder ring for the words we use in these terms. If something sounds formal later on, this is usually what it means.

“CloudLink”, “we”, “us”, “our” means CloudLink Communications (and related entities providing the services).
“you”, “your”, “Customer” means the person or organisation who orders or uses the services.
“services” means the broadband, voice, mobile, hosting, cloud, security, automation, and related products we supply to you.
“charges” means the fees payable for the services, including recurring, usage, installation, and other amounts we invoice.
“due date” means the payment date shown on your invoice.

How these Terms Work

This is the boring-but-important glue that holds the agreement together. It covers what documents count, what happens if things conflict, and which legal basics apply.

These terms, together with any plan details, order confirmation, and any product-specific terms we tell you about, form the agreement between you and us.
If there’s a conflict, product-specific or order terms prevail over these general terms for that product.
These written terms prevail over any alleged oral or informal arrangement.
Additional terms may apply to specific products or promotions — we’ll tell you when that happens. If you accept a special offer, those offer terms apply as well as these ones.
Ending the services doesn’t end rights or obligations that are meant to continue (including payment, liability limits, debt collection, and confidentiality).
Nothing in these terms creates a partnership, joint venture, or agency, or gives rights to any third party (except as needed for LFCs, equipment providers, or debt collection under these terms).
This agreement contains all of the terms, representations and warranties made between CloudLink and the Customer and supersedes all prior discussions and agreements covering the subject matter of this agreement.
No variation or waiver of any provision of this Agreement shall be recognised or binding on CloudLink unless it is in writing and signed by an authorised representative of CloudLink.
Failure or delay by CloudLink to enforce any of the terms and conditions contained within this agreement shall not be deemed to be a waiver of any of the rights or obligations CloudLink has under this agreement.
If any provision of this agreement shall be invalid, void, illegal, or unenforceable the validity, existence, legality and enforceability of the remaining provisions shall not be affected, prejudiced or impaired.
The customer shall not assign all or any of its rights or obligations under this Agreement without the written consent of CloudLink. CloudLink reserves the right to transfer our rights and obligations under this Agreement to anyone else. We will notify you if we do so. The transfer of our obligations under this agreement to anyone does not relieve us of our liability to you but our obligations may be fulfilled for us by any person to whom we have transferred our rights and obligations.
These terms are governed by New Zealand law. Any claim relating to them or our services must be brought in the New Zealand courts.

About our Services

We’ll work hard to keep things running, but internet isn’t magic. We rely on other networks and kit, so we can’t promise perfection every minute of every day.

We are not obliged to provide services and have the right to refuse service to anyone for any reason at any time.
CloudLink will use all reasonable efforts to ensure that the services are reliable and available, and will use skill and care in doing so. Because we rely on networks and equipment we do not control, we cannot promise that our services will always be available or fully-functioning.
While we take all reasonable security precautions, the nature of telecommunications services mean that we cannot guarantee the confidentiality of any calls or transmissions you make using our services.
We will be responsible for determining the manner in which the services are to be provided.
We may vary the service(s) from time to time, or decide to stop providing a particular service or plan. We’ll notify you before making the change and tell you about any substitute service we have available. If the substitute is inferior, you may cancel under the Cancellation section.

Using our Services

Use the service nicely. Don’t break the law, clog the network, mess with other people’s stuff, or treat security like optional homework.

You must use our services reasonably and responsibly. You must not use or permit our services to be used in any way that breaks any law, infringes anyone’s rights, is malicious, obscene or offensive, damages the CloudLink network or any other network, or harms other customers or third parties. Without limiting that, you must not send spam, run abusive traffic, attempt unauthorised access, host malware, or otherwise interfere with network integrity or security.
We may investigate suspected misuse and may restrict, suspend, or cancel services if we reasonably believe this section has been breached. If we publish a separate Fair Use or Acceptable Use Policy on our website, that policy also forms part of these terms.
You must keep confidential any password or PIN used to access our services, and you’re responsible for all activity on your account. Change passwords regularly, and if we ask you to change one, do it promptly. Tell us immediately if you think your services or account details have been misused or disclosed.
You must comply with any reasonable restrictions we impose or directions we give regarding the use of our services.
You must ensure that all information you provide us is correct, and keep it up to date (including contact details).
You must not resell the service(s) to others without the express written permission of an authorised CloudLink representative.

Privacy and Confidentiality

We’ll use your information to run your account, check credit where needed, and collect what’s owed if things go sideways. We’re not here to write a novel about you.

You authorise us to collect, retain and use any information about you and/or the property which is the subject of the service(s) for the purposes of providing service(s) in the terms of this Agreement. CloudLink may also use the information we collect about you to obtain information about you from Credit Reporting Agencies for the purpose of credit checking where this may be required to provide services to you. You agree to us disclosing information about you to Credit Reporting Agencies and our appointed debt collection agency for credit assessment and collection purposes.
You may decide whether to provide us any information. If you do not provide required information, we may not be able to provide the services to you.
Where you are a natural person, the authority under the clause above is an authority or consent for the purposes of the Privacy Act 2020 (and, as applicable, the Privacy Act 1993).
We may record or monitor calls between us to verify information and for quality control and training purposes.
You agree that all intellectual property rights in the service(s) and any improvements or changes made by CloudLink to any service(s) belong to CloudLink.

Billing, Payment and Debt Collection

Pay your bills on time, and tell us quickly if something looks wrong. Plan changes wait for the next billing cycle. Leave an unpaid invoice long enough and EC Credit Control joins the chat — with extra costs that can land back on you.

You must pay our charges for the services we provide to you, regardless of whether you or someone else uses those services.
We will invoice you monthly for services we provide. Fixed charges are payable in advance. Usage-based charges (such as toll calls) are payable in arrears.
Unless we say otherwise, prices shown to residential customers include GST. Business or wholesale pricing may be shown exclusive of GST, in which case GST is payable in addition where applicable.
Any monthly usage rights that remain unused at the end of any given month may not be carried over to later months or have any monetary value or credit ascribed to them.
You must pay each invoice by the due date advised on the invoice. Part payment of an invoice is not full and final settlement of the rest.
We may change our charges from time to time. For material price increases on a service you already take, we’ll give you at least 30 days’ notice. If you don’t agree, you may cancel that service under Cancellation before the change takes effect; continuing to use it after the change means you accept the new charges.
Plan changes (including upgrades, downgrades, and changes to access type such as ADSL to UFB) only take effect from the start of your next billing cycle. We do not apply plan changes part-way through a billing cycle.
We’ll confirm the new plan details and charges before the change is applied. Plan changes may change your monthly charges, allowances, or features from the effective date.
If you dispute a charge, tell us in writing (email is fine) as soon as possible, and in any event within 90 days of the invoice date, with enough detail for us to investigate. You must still pay any undisputed amount by the due date. We’ll investigate in good faith and adjust the account if we agree. While a dispute is being investigated in good faith, we won’t suspend or refer the disputed amount for collection solely because that amount is unpaid. This doesn’t stop us acting on undisputed overdue amounts, or suspending or cancelling for other breaches of these terms.
If an invoice is not paid by the due date (and is not validly disputed), we may charge reasonable late payment costs and/or interest on the unpaid amount from the due date until payment. Interest, if charged, will be at a rate we advise on the invoice or website and will not exceed a commercially reasonable rate.
If you do not pay a bill by the due date, we may suspend or restrict services until all due payments are made, or may terminate the services. Where practicable, we’ll give you at least 5 working days’ notice before suspending for non-payment. Network charges may still apply during suspension, and a reactivation fee may apply before service is restored.
We may, at our discretion, impose a credit limit on your account.
We will use your selected method of payment when invoices are due.
Any requests for refunds will be reviewed by our team, and issued at our discretion. If accepted, a refund will be processed within 30 days to your bank account or by cheque. If declined, we’ll advise you in writing within 10 working days, including the reason. We’ll act reasonably, taking into account factors you’ve raised in writing that are material and relevant, and any other factors we consider relevant.
If any invoice remains unpaid after the due date, CloudLink may refer your account to our appointed debt collection agency, EC Credit Control, for recovery of the outstanding amount. You authorise us to disclose such personal and account information as is reasonably required for that purpose.
You agree you are liable for all reasonable costs we incur recovering unpaid amounts, including EC Credit Control’s collection fees, commission, agency charges, and related legal costs on a solicitor/client basis. Those costs may be added to the debt and recovered from you. We may also list a payment default with a credit reporting agency where permitted by law.
Referring your account to EC Credit Control does not stop us suspending, restricting, or terminating services, or taking other enforcement action available under this Agreement.

Equipment and Access

Look after the gear we give you, keep it in a sensible spot with power, and let us in when something needs installing or fixing. If it walks off or gets wrecked, that one’s on you.

This section applies if we provide equipment to you in connection with the provision of services, or need access to your premises to install, maintain, or retrieve it.
We will ensure that the equipment provided will be of a suitable quality and will be fit for the purpose for which it is provided and will determine the specific make and model of the equipment.
Where we dispatch equipment to you, a delivery charge may apply.
You acknowledge we have supplied to you any equipment specified in your application form.
You agree to look after CloudLink equipment, not damage or interfere with it except as we instruct, and provide a safe, suitable environment (including power where needed). You’re responsible for loss or damage beyond fair wear and tear.
If we supply you with equipment and you terminate your connection with us, charges will apply if our equipment is not returned in good working condition.
If we supply equipment to you and, for any reason, we cannot supply service, equipment must be returned to us in its original condition, including packaging and all accessories. If it is not returned in original condition, this may affect any refunds due, or incur a restocking fee.
If a property owner withdraws permission needed for us to supply the service, we may end that service on notice, and we’re not liable for being unable to continue supply in that case.

Your Rights and Our Liability

Consumer law still matters where it applies. Beyond that, our liability has a lid on it — especially for outages, lost profits, and things outside our control.

You may have the benefit of statutory guarantees under the Consumer Guarantees Act 1993. If you are in trade and you are acquiring the services and/or equipment in trade, then you agree that the provisions of the Consumer Guarantees Act 1993 do not apply.
No representation, condition, warranty or promise expressed or implied by law or otherwise applies to services except where expressly stated in this agreement, or where consumer law says otherwise.
CloudLink will pass on to the customer the benefit of any warranty given by its suppliers or a third party such as the manufacturer where the goods are manufactured or supplied by a third party other than CloudLink.
Subject to the Consumer Guarantees Act and Fair Trading Act (as applicable), and except as expressly set out in these terms, CloudLink excludes liability for loss of profits or revenue, interception of data or unauthorised access to your information, loss or corruption of data, lost business or missed opportunities, wasted expenditure, or any indirect or consequential loss arising from your use of the equipment or services.
Subject to those consumer laws, we are not liable to you (nor are our officers, employees, contractors or agents) if services are unavailable or faulty; for delay in starting services; if software or equipment we supply does not operate correctly; for directory listing errors we arrange; if your computers are affected by a virus or worm; if you use another provider during an outage; or for faults caused by events beyond our reasonable control. Third parties whose networks we use are not liable to you in connection with our services.
If we are held liable to you for any reason, our liability is limited to an amount equal to our average charges to you for one month for any single event or related series of events, and to a maximum equal to our average charges to you for a three-month period in any one year.
If you consider we have failed to fulfil our obligations, you can request a refund under Billing, Payment and Debt Collection.

Cancellation

No lock-in drama and no early termination fee. Cancel when you’re ready — it wraps up at the end of the current billing period unless we agree otherwise.

Our services are provided on an open-term basis. There is no early termination fee.
You may cancel a service by giving us notice in writing (we may ask you to confirm a phone request in writing). Cancellation takes effect at the end of the current billing period unless we agree otherwise.
Overpayments are not refunded automatically when a service ends. If you believe you have an overpayment after your service has been terminated, you need to request a refund. Once we’ve confirmed the overpayment, we’ll refund the amount into a nominated NZ bank account by direct credit within 30 to 60 days.
We can terminate the provision of any service to you with 30 days’ notice if a third party service provider or carrier does anything that prevents us from supplying that service to you on a commercially viable basis.
We can terminate this agreement, or the provision of any service to you immediately if you breach any term of this agreement or if we reasonably believe that you have supplied incorrect or misleading information to us or you fail to meet our credit criteria. We will make best endeavour to give you five days’ notice prior to terminating the agreement.
If this agreement is terminated for any reason you must still pay us for services provided to you up to the date of termination.
If you have rented or been supplied hardware that remains our property, you must return it to us within a reasonable time after cancellation or termination. If it isn’t returned within a reasonable timeframe, or is returned damaged beyond fair wear and tear, we may charge you for the unreturned or damaged device (including replacement cost) and any related recovery costs.

Outages and Things Outside Our Control

Stuff breaks and weather happens. We’ll restore service as soon as we reasonably can, and we’ll try to warn you about big planned work — but outages don’t automatically mean a credit.

We carry out maintenance to keep the network reliable. Planned work is usually scheduled outside peak hours where we can. For some wireless or field work, maintenance may need to happen during daylight for health and safety reasons.
We’ll aim to give advance notice of major planned outages that affect a large number of customers, using email, SMS, our website, or status page where appropriate.
Unplanned outages can happen without notice (for example weather, power, third-party faults, or equipment failure). We’ll work to restore service as soon as reasonably possible.
Planned or unplanned outages don’t automatically entitle you to a credit or refund, but you can still contact us about a refund request under Billing, Payment and Debt Collection.
Neither party is liable to the other for failing to meet their obligations under this agreement to the extent that the failure was caused by an Act of God or other circumstance beyond its reasonable control. However, where a party has been unable to perform its obligations for a period of 60 days or more, the other party may give notice in writing to the first party.
Nothing in the clause above shall excuse the Customer from any obligation to make payments of sums owing to CloudLink while those sums are due and owing to CloudLink under this agreement.

Changes, Notices and Disputes

We might update these terms, and we’ll tell you when a change is material. Got a beef with your service or bill? Talk to us first and we’ll try to sort it.

We may update these terms from time to time. Where a change is material, we’ll give you at least 30 days’ notice by email, written notice, or a notice on our website (and we may also note it on our social channels). If you do not agree, you may cancel under Cancellation before the change takes effect; continuing to use the services after it takes effect means you accept the updated terms.
You can contact us by phone, email, or in writing using the contact details on our website. We may require you to confirm in writing any advice you give us by phone. Email counts as writing for these terms.
We may contact you by phone, email, post, or other electronic means using the details we hold for you.
Any notice delivered personally or sent by email after 5.00pm on a working day or any day that is not a working day will be deemed to have been received on the next working day.
If you have a complaint about our services or your account, please contact our customer services team first. We’ll work with you in good faith to resolve it.
If you’re not satisfied with the outcome, you may escalate through any external complaints or dispute resolution process available to you under New Zealand law.

Broadband and Internet

Internet access isn’t perfect or content-filtered by us. Speeds vary, static IPs stay ours, and you’re responsible for what you download and how you use the connection.

You must not knowingly transmit any worms or viruses or use our service in a manner which is likely to damage or compromise the security of either the network of CloudLink or that of any other party.
We do not control the information that can be accessed through the Internet. Accordingly, we are not responsible for any inaccurate, illegal or offensive information which may be obtained from your use of our services. We are also not liable for any viruses or other harmful code which you download via the Internet.
If you use our virus filter, then you acknowledge that the service works by endeavouring to prevent our mail servers from forwarding contaminated emails to the recipient. However, we cannot guarantee that the service will prevent all viruses from being forwarded.
Any static IP addresses provided for use by the Customer under this Agreement remain the property of CloudLink.
Any IP address or subnet we allocate to you is not guaranteed and may be changed at any time. We’ll endeavour to advise you of any change as soon as possible.
Plan speeds refer to the maximum speed your service is capable of — actual speed depends on a variety of factors.
If you move to an address where the same or better service (ADSL, VDSL or UFB) is available from CloudLink and selected by you, no additional move charges apply. Installation or connection charges may apply if there are no existing services at the new address.
If you move to an address where we are unable to provide services, you may cancel your service under the Cancellation section. Charges remain payable for services used up to the cancellation effective date.
Other costs may apply, for example if the existing service at your new address is faulty, or we need to get a technician involved.

Wireless Broadband

Metro wireless, 4G LTE, and satellite are great where fibre isn’t — but they’re shared, weather-affected technologies. Speeds and uptime can vary more than a wired connection.

This section applies if we provide wireless broadband, including metro fixed wireless (such as 5GHz), 4G LTE / cellular broadband (Spark backhaul), or LEO satellite internet (Starlink backhaul).
Wireless performance depends on factors outside full control, including distance, terrain, line of sight, interference, congestion, weather, foliage, buildings, and the quality of your onsite installation. Speeds and availability can vary and are not guaranteed.
Metro fixed wireless services often need a clear or workable radio path to our network. Obstructions, new building work, trees, or interference from other radio systems can degrade or interrupt the service. We may need to reposition equipment or change configuration to maintain service.
Metro fixed wireless services authenticate to our network using PPPoE only. The maximum MTU is 1500 bytes. IPoE / DHCP authentication is not supported at this stage.
Some wireless services use a third-party network as backhaul only: 4G LTE / cellular uses Spark, and our LEO satellite service uses Starlink. In both cases the internet service itself is provided by CloudLink over a Layer 2 or Layer 3 tunnel into our network — not as a normal Spark or Starlink retail plan. Performance depends on both the backhaul network and our service. Any fair-use, data caps, or speed policies for your plan are as published or quoted by CloudLink.
On tunneled wireless services, the usable MTU is generally lower than a standard 1500-byte Ethernet frame because of tunnel encapsulation, carrier NAT, and backhaul overhead. In practice the path MTU is often around 1400 bytes (and can vary by technology and path). We apply TCP MSS clamping on our network to account for this, so everyday browsing and most applications should not see degraded performance. Some third-party VPNs or special network setups that ignore path MTU or MSS signals may still need a lower MTU configured on your equipment.
4G LTE / cellular typically has higher latency than fibre, metro fixed wireless, or our LEO satellite service, and can change with tower load, signal strength, congestion, weather, device or modem capability, and carrier network management.
LEO satellite latency is generally lower than traditional geostationary satellite and can compare favourably with 4G, but it still won’t match fibre in every case. Performance can be affected by weather (including rain fade), obstruction of the sky view, and network congestion.
You’re responsible for providing suitable power, mounting location, and safe access for outdoor antennas, dishes, or routers unless we’ve agreed otherwise in writing. Installation or site-survey charges may apply.
Outdoor wireless equipment we supply remains our property unless sold to you. Don’t relocate, modify, or interfere with it except as we instruct. If service quality drops after equipment is moved without our approval, restoring it may be chargeable.
Wireless broadband is provided on a reasonable endeavours basis. Temporary outages, reduced speeds, or overnight maintenance can occur, including for radio/network changes needed to keep the service operating.

Fibre (UFB)

Fibre comes with LFC rules, install realities, and sometimes a digger. Read this before you order, port, or assume copper will stick around.

If we provide fibre (UFB) internet to you, you agree we may share information with the relevant Local Fibre Company (LFC) as needed to provision and support your fibre service. The LFC does not create a separate contract with you through us.
Fibre services are also subject to the LFC’s end-user terms published by that LFC from time to time. By taking a fibre service from us, you agree to comply with those terms.
You consent to CloudLink and our contractors accessing your premises, with reasonable notice where practicable, to install, inspect, maintain, or replace equipment needed for the fibre service, and you’ll ensure safe access is available.
You confirm you own the premises, or have the owner’s written permission, for fibre installation. You’re responsible for any loss we suffer if that authority is missing or incorrect.
Installation and connection charges may apply and will be advised to you. If fibre is already installed, setup or activation charges may still apply.
Installation may involve digging or other civil works. Basic reinstatement (such as grass) may be included; restoration of paths, driveways, paving, or similar surfaces is your responsibility unless we’ve agreed otherwise in writing.
Someone authorised by you must be present at the premises during the installation appointment.
Fibre is only available where the LFC has enabled the address and we can connect to that network. We don’t guarantee fibre can be provided at every address.
If you rely on a medical alert, monitored alarm, or similar service, check compatibility with fibre with that provider before you order. We’re not responsible if those third-party services don’t work over fibre.
If you’re porting a phone number or moving from another provider, don’t cancel your existing service until we confirm your CloudLink service is active, or you may lose the number or face a service gap. Cancelling old services after cutover is your responsibility.
Copper lines to the premises may be removed after fibre is installed and usually can’t be reinstated. After that, only fibre-based services may be available at the address.
LFC equipment remains the LFC’s property. CloudLink-supplied equipment remains ours unless we’ve sold it to you. Follow our instructions for any equipment at the premises used to deliver the service.
Fibre services authenticate to our network using PPPoE only, with a maximum MTU of 1500 bytes. IPoE / DHCP authentication is not supported at this stage. Circuits are provisioned with a default VLAN tag of 10, unless you request the circuit to be untagged.

Website, Email Hosting and Domains

You control what’s on the account. We provide the platform — you’re responsible for your content, mailbox limits, backups you care about, and not getting the server abused.

This section applies to cPanel or website hosting, hosted email beyond a basic mailbox, and domain registration or management we provide.
You’re responsible for all content, websites, email, and software you host or send. Don’t host or distribute unlawful, infringing, or abusive material.
We may suspend or remove material or accounts that compromise security, violate these terms, or create an unreasonable risk to our platform or others.
We may take backups for operational purposes, but you should keep your own backups of anything important. We don’t guarantee restore of every file or mailbox item.
Domain registrations are also subject to the relevant registry or registrar rules. Domain fees are typically non-refundable once registered or renewed.
Resource limits (storage, inodes, email, CPU or memory) may apply. Persistent overuse may require an upgrade or temporary limits.
If we provide you with an email mailbox, you’re responsible for staying within the mailbox size limit we advise (or that appears in your account settings). Mail stored on our servers is at your risk — keep your own copies of anything important.
We may delete mail in trash or deleted folders after a short period, and may remove very old mail left on the server. If a mailbox stays over its limit, we may suspend inbound mail or the mailbox until you free up space. We’ll try to warn you before suspension where practical, but we’re not obliged to keep mail indefinitely.

VoIP Lines and Business Exchange

VoIP lines and Business Exchange need internet and power. Numbers stay under our control for the service, call recording must be used lawfully, and VoIP isn’t a guaranteed 111 path.

This section applies to VoIP phone lines, Business Exchange, and related hosted voice features.
Service depends on broadband, power, and compatible devices or apps. Outages can affect calling, including emergency calling from VoIP devices.
If you use a Voice over IP service, your phone line will not work without power. If you need your phone to work at all times, we recommend a UPS — and for UFB, the fibre ONT should be on UPS too. During power or broadband outages you may not be able to call emergency services from a VoIP handset, so keep another way to call for help.
If call recording or call monitoring features are enabled, you’re responsible for complying with applicable laws and notifying callers where required.
Numbers, call flows, and user configurations you set (or ask us to set) are your responsibility to keep accurate.
Handsets or ATAs we supply remain our property unless purchased; return them in good condition when service ends or charges may apply.
Any 111 Contact Code or vulnerable-customer obligations that apply will be handled in line with the information we publish for voice services.
If we provide telephone services to you, the phone numbers that you are assigned remain the property of CloudLink and do not become the property of the customer.
We may need to change your phone number from time to time; if so, we will give as much notice as possible. We will not be liable for any costs which you or anyone else may incur as a result of such a change.
You will advise CloudLink if you wish your phone number(s) to appear in the White Pages directory. If you do not instruct us to publish your phone number in the directory, it will not appear.
You agree that no member of the Telecom or Spark group of companies (or their officers, employees, contractors or agents) has any liability to you in connection with the directory assistance service or your phone book listing.

Mobile Services

Mobile runs on a national carrier network. Coverage and speed vary, unused data doesn’t roll over, and after your data cap speed may be slowed. SIMs and eSIMs are yours to install in your handset.

This section applies to CloudLink mobile, SIM, and eSIM services.
Mobile services are provided using a third-party mobile network. Coverage, speed, and availability vary by location, congestion, device, and network conditions.
Plan inclusions (data, calls, texts) and exclusions (such as premium SMS, MMS, international, or directory assistance) are as published for your plan. Unused data doesn’t roll over unless we say otherwise.
When you exceed your data allowance, we may slow your speed for the rest of the billing period as described on your plan.
Roaming (if available) may require a roaming pack or incur extra charges.
Number porting depends on your current provider and correct account details; we can’t guarantee every port.
If you choose an eSIM, we’ll send you the QR code (or equivalent activation details) to the contact details we hold for you. If you choose a physical SIM, we’ll supply a SIM card. You’re responsible for installing the eSIM or physical SIM in your device yourself, including scanning the QR code, inserting the SIM, and completing any device setup steps.
We’re not responsible for handset or device issues that prevent activation, including eSIM install failures, incompatible phones, carrier locks, software faults, user error, or ordering/using the wrong physical SIM size for your device. If activation fails for a device reason, we’ll help with reasonable support, but replacement SIMs, courier costs, or device troubleshooting outside our network may be at your cost.
If you dispute roaming or mobile data usage charges, we’ll log a fault or query with the relevant carrier on your behalf. Carrier investigations can take up to 30 days. If the carrier determines the data or usage did occur, and they can provide evidence of that (for example from their logs or records), the charges will still apply.
For mobile plan cancels or changes, we need 30 days’ notice unless your plan says otherwise.

VPLS and Private LAN

It’s a private link between your sites — not the internet (unless you buy that separately). Performance depends on each site’s access and how your gear is set up.

This section applies to VPLS or virtual private LAN services between sites.
Unless stated otherwise, a VPLS circuit does not include internet access; internet can be added as a separate service.
Service is configured to the endpoints and specifications in your order or quote. Carrier or plan limits (including Layer 2 MAC limits) may apply and will be discussed at provisioning where relevant.
You’re responsible for your internal routing, firewalling, and equipment at each site unless we manage that under a separate agreement.

Virtual Servers

It’s your server to run. We keep the host platform humming; you look after the OS, apps, patches, and data unless we’ve clearly agreed to manage them.

This section applies to virtual servers or VPS services.
Unless we agree in writing to managed services, you’re responsible for the operating system, applications, security updates, access control, and data on the server.
You’re responsible for your own backups unless a backup service is expressly included.
We may suspend a server that is compromised, used for abuse, or materially affecting other customers or our network.
Resource allocations and network settings are as specified in your plan or quote. Changes may be quoted separately.

Microsoft 365

Microsoft runs the product; we help you buy, set up, and support it. Microsoft’s terms apply to the Microsoft bits.

This section applies where we supply or support Microsoft 365 licensing and related setup.
Microsoft 365 is a Microsoft service. Microsoft’s terms, privacy statement, and service descriptions apply to your use of Microsoft products.
Licence changes, renewals, and Microsoft outages or features are controlled by Microsoft. We’ll help where we can, but we can’t override Microsoft’s platform.
You’re responsible for your users, data, and admin settings inside the Microsoft tenant unless we’ve agreed to manage them.

IoT Automation

Smart gear is helpful, not infallible. Automations can fail, LoRa and sensors can drop out, and this isn’t automatically a life-safety or critical-alarm system.

This section applies to IoT automation platforms, sensors, LoRa connectivity, and related integrations (including with CCTV or alarms).
Automations and alerts are provided on a reasonable endeavours basis. We don’t guarantee continuous connectivity, sensor accuracy, or that every automation will fire.
Unless we expressly agree in writing, IoT services are not certified life-safety systems and shouldn’t be relied on as the sole protection for people or critical assets.
You’re responsible for onsite devices, power, placement, and lawful use of sensor data.
Third-party platforms and devices remain subject to their own terms and limitations.

Cloud CCTV and Footage Hosting

We host your camera footage in the cloud (or back it up there). Retention isn’t forever, playback isn’t a courtroom guarantee, and you’re still responsible for how cameras are used and what the law requires.

This section applies if we provide cloud CCTV hosting, video management, footage storage, or cloud backup of onsite recordings.
Footage is retained for the retention period of your plan (or as otherwise agreed in writing). When that period ends, footage may be overwritten or deleted without further notice.
We don’t guarantee that every camera event will be recorded, retained, or recoverable. Recordings can fail or be incomplete because of camera, power, or network issues, misconfiguration, storage limits, software faults, or events beyond our reasonable control.
Cloud CCTV is not a guarantee of security outcomes, loss prevention, or suitability as evidence. If you need footage for insurance, police, or legal use, request an export promptly; retrieval or export fees may apply as published or quoted.
You’re responsible for lawful use of cameras and recordings (including Privacy Act obligations, workplace rules, and any notice or signage required). You’re also responsible for camera placement, local power, and onsite equipment unless we’ve agreed otherwise in writing.
Access to live view and recordings is via the accounts or credentials we issue or you configure. You’re responsible for who you give access to.
If you use hybrid or onsite recording with cloud backup, local storage remains your responsibility unless we manage that equipment under a separate agreement.

Alarm Monitoring

We can notify you and run the call flows you set up — but monitoring isn’t a promise that someone will always answer, arrive, or stop an incident. Configure it carefully and keep your contacts current.

This section applies if we provide alarm monitoring, automated alerting, call flows, or related dispatch features.
Monitoring depends on your alarm or sensors, connectivity, power, and the contacts and call flow you configure. You’re responsible for keeping those details accurate and testing the setup.
We don’t guarantee that every alarm will be received, that every notification will be delivered or answered, or that guard dispatch will occur or arrive within a particular time.
Where guard dispatch is available, it may be provided through a third-party security partner and may be limited to certain areas. Dispatch fees and partner terms may apply.
Alarm monitoring is not a substitute for insurance, physical security, or emergency services. In an emergency, contact 111 yourself where appropriate.
We may suspend monitoring for misuse, unpaid accounts, or if the service is causing harm to our systems or staff.

Treatment of Staff and Representatives

Don’t be a dick to our staff. Courtesy goes a long way — abuse, threats, or harassment can get your services restricted or cancelled.

Please treat CloudLink staff, contractors, and representatives with courtesy. Abuse, harassment, threats, or unreasonable mistreatment (in person, by phone, email, or online) isn’t acceptable.
Serious or repeated behaviour of that kind may result in restriction, suspension, or cancellation of services.