Copyright © 2025 | Telsim New Zealand | All Rights Reserved | NZBN 9429052360985
1. General
This document sets out the terms and conditions that apply to specific Telsim Mobile Services and Plans that are provided to you by Telsim or its subsidiaries (One, our, we, or us). The terms and conditions that will apply to your Services are:
i. You must be at least 18 years old to take up our Services. All the terms and conditions provided to you when you agree to purchase a Service, including all the terms and conditions contained in this document;
ii. all the terms and conditions contained in the Privacy Policy, which is available at telsim.nz/legal; and
iii. all the terms and conditions provided in the Critical Information Summaries (CIS) for each Plan which can be found on our website at telsim.nz/cis/ (collectively the “Terms”).
You accept the Terms when you purchase a Plan and activate it by accessing the Telsim website at telsim.nz/activate.
Your contract commences on your acceptance of the Terms, however, any credit expiry period does not start until you have activated your Plan.
The Terms and any of our Plans or Services may be changed from time to time. We can also withdraw any Plan or Service at any time. We can move you to a comparable Plan or Service if we withdraw your Plan or Service, or we think you would be better off. We may notify you in advance depending on the nature of the change:
i. If we consider that the change will have a neutral or positive effect on you, we can make the change without giving you notice;
ii.If we consider that the change will have a detrimental effect on you we will give you 31 days’ notice of the change or, where that is not possible, as much notice as possible.
Telsim will comply with relevant laws, regulations, and industry codes if any such changes are made.
We can contact you by publishing the information in a public notice, online, or by email or TXT, or using any other contact details you provide to us.
For more information on Telsim Mobile Plans and Services, go to telsim.nz/legal.
2. Essential Information You Should Know
Availability
The Plans and Services are for personal use only and are not available to medium to large business, corporate, or commercial customers.
The Plans and Services are available to eligible and approved customers.
The Plans and Services can be accessed online via telsim.nz. If you’ve registered a credit card to your Telsim Mobile Service, you can renew your account by going to telsim.nz/recharge. You can find more information on renewing your Plan at telsim.nz/my account
Unless otherwise stated, only one Telsim Mobile Plan can be used at a time.
Key Factors Influencing Availability & Performance
Network coverage and several other factors can impact the availability and performance of certain Plans and Services. Some Plans and Services are only accessible when used with a compatible mobile device and within a compatible coverage area. Not all mobile devices are compatible with our Network.
The Terms provide details regarding device compatibility, as well as Network capability and availability. However, in addition to the networks operated by, for, or on behalf of Telsim, we may deliver Plans and Services to you using any Network we deem appropriate, and that network will be considered “our Network” or “the Network” for the purpose of these Terms. For more information about “our” Network, please visit telsim.nz/coverage-map/.
All Plans and Services are subject to device capabilities and Network limitations and availability. A compatible 4G device is required to access our 4G Plans and Services, while a compatible 4G Extended device is needed to access our 4G Extended Plans and Services. 4G coverage is not universally available. Our 4G Plans and Services include, but are not limited to, mobile broadband, internet, email, apps, downloading, video streaming, and video calling. Our 4G Extended coverage utilizes both 1800MHz and 700MHz frequencies, and we offer a variety of devices that work with both frequencies. Actual speeds achieved may vary depending on factors such as device capabilities, location, and Network congestion.
Please visit telsim.nz/coverage-map/ for coverage details. You agree to refer to telsim.nz/coverage-map/ to confirm that your intended use of the Plans and Services is within the appropriate coverage areas and that the device you wish to use is compatible with the coverage area at your address/es.
Data
For Plans that include data, a data session:
i. starts when you initiate internet activity, either directly or indirectly* on your mobile device; and
ii. ends when your data connection is lost. This can occur when:
a) You turn your mobile device off, disable your data connection, switch to flight mode, or lose network reception; or
b) Your mobile device hasn’t sent or received any data for a period of time.
*Direct internet activity refers to actions you initiate, such as sending an email, to send or receive data from the internet. Indirect internet activity involves your mobile device or applications automatically sending or receiving data on your behalf. Examples include (but are not limited to): email notifications via Gmail, notifications about Tweets or Facebook posts mentioning you, and software or weather updates.
A Plan that includes data is required to initiate a data session.
When using data, some internet services, such as websites and email, may not be accessible.
Unless otherwise stated, data usage is measured as the total combination of both data you send (upload) and receive (download).
RATES AND TYPES OF CREDIT
Unless otherwise stated, call usage is charged in blocks of 60 seconds, and usage is rounded up to the end of the current block.
Each call and data charge is rounded up to the nearest cent and includes GST (where applicable).
Unless otherwise stated, data usage is billed in per kilobyte (kB) blocks.
Details of the rates and charges that apply to the Plans are outlined in the Terms.
Credit may be expressed in various forms, including as a monetary value or as a specified quantity in a Plan.
Domestic MMS and Voicemail
Domestic MMS and voicemail are included in the Plans:
i. We may limit the number and duration of messages that can be left on your voicemail Service.
ii. You are responsible for changing your PIN from the default number and setting your own PIN for the voicemail Service.
Text Messages
For text messages, a single text message has a limit of 160 standard characters. If you exceed this limit, most devices will split the message into segments, each with a maximum length of 153 standard characters. You will be charged for each segment sent. Some character sets, like non-English language keyboards, emojis, and emoticons, have a 70-character limit per message, with 67 characters per segment. If your message contains special characters, such as emojis, it may be sent as a picture message or multiple text messages, and you will be charged for each one. Some devices may convert long standard-character messages into picture messages, and you will be charged accordingly.
Calls and Special Numbers
Some calls, such as calls to 018 and other service numbers for different network operators, may be charged at rates higher than those included in your Plan. It is your responsibility to verify the applicable rate. Calls are charged at the rate in effect when the call begins. There is a one-minute minimum charge for calls. All calls are rounded up and charged by the minute unless otherwise stated (e.g., if your call lasts 1 minute and 40 seconds, you will be charged for 2 minutes). Calls to special numbers like 0900, calling card access numbers, audio conference lines, or any other special numbers will incur additional charges as set by the relevant service provider.
Responsibility for Charges
You are responsible for all use of your Plans and Services, including any use by third parties, and for all charges incurred, except:
i. Charges resulting from our error or negligence; or
ii. Charges for unauthorized use, unless such use is due to your negligence, carelessness, breach of contract, or failure to meet our reasonable requirements, or by a third party within your reasonable control.
All rates and charges are subject to change. Telsim and/or One will comply with relevant regulations and industry codes regarding such changes.
Plan Expiry
Telsim Mobile Plans and Telsim Mobile “International Roaming Add-On,” “International Calling Add-On,” and “Data Plan Add-Ons” (Add-Ons) have specific expiry periods once activated. Expiry periods for each Plan are outlined in the Plan CIS file [here], and for each Add-On in sections 4, 5, and 6 below.
Unless otherwise specified in the Terms, when the credit expiry period expires or when the Plan is renewed (whichever occurs first), any unused credit for that Plan is forfeited. It is non-refundable and cannot be carried over to any other Plan.
Checking Your Usage
You can check your call, text, and data usage at telsim.nz/myaccount/.
3. Telsim Mobile Plans
Plans provided for use in New Zealand are detailed in their respective CIS file, which can be viewed on our website at telsim.nz/cis/.
Data is added to your account each cycle. Data allocation will occur once the previous 31-day block is completed. For the first activation, 31 days is applicable from the time of activation. For example, if you activate your plan at 12pm, you will receive 30.5 days of data. Subsequent renewals will be allocated in full 31-day blocks.
If the Data Per 31 Days amount is exhausted before the 31 days have passed, access to data will cease until the start of the next 31-day block (if any), or until you recharge or purchase a data pack.
Data can only be used in New Zealand, on our Network.
Data usage is charged in per kilobyte (kB) increments.
Included minutes and texts are for standard person-to-person calls and texts to standard New Zealand and Australian numbers only, for personal use. Premium and special numbers (e.g., short codes) are excluded.
Auto Renew
Your Plan is set to Auto Renew by default.
Your Plan will automatically renew on the renewal date, with the same data, minutes, and texts as the previous Plan.
Your credit card will be automatically charged between 11:00 PM on the expiry day and 11:00 AM on the day after the expiry of your current Plan. All dates and times are based on New Zealand Standard Time (NZST).
You can cancel Auto Renew by logging into your Telsim my account at telsim.nz/myaccount, selecting the Billing Details tab, and clicking “Remove Schedule.” To ensure Auto Renew is cancelled, you must remove the schedule before 11:00 PM NZST on the due date. Please note that this will not cancel your current Plan; it will only cancel future Auto Renewals. Your Plan will continue until the end of its expiry period, and you will not be refunded any portion of the paid price.
Add-Ons do not Auto Renew by default.
4. Safety and Security
You are responsible for maintaining the security of any access codes or passwords used to access your Services or account information.
To protect your mobile device if it is lost or stolen, we recommend setting up a PIN on your SIM card. If the PIN is entered incorrectly three times in a row, you will need the PUK code, which you can obtain by answering security questions through the Telsim help desk at telsim.nz/help. Incorrectly entering the PUK code more than seven times will permanently lock the SIM card, and you will need to purchase a new one.
If your mobile device or SIM card is lost or stolen, you must contact Telsim immediately so we can prevent unauthorized use of your mobile Services. We are not responsible for any loss you incur due to the loss, theft, damage, or unauthorized use of your mobile device or SIM card, or from any virus, malware, or loss of information.
We make no representations or warranties regarding the security or content of information transmitted over our Network. You are responsible for reviewing the classification of any content you access using your Services and ensuring it is appropriate for anyone else who may have access to your Services.
5. Porting/Bring Your Number
Your mobile phone number is allocated to you by us or another telecommunications provider. The number is not owned by you. We will not change any phone number allocated to you unless required by law, due to contracts with third parties, or due to circumstances beyond our control.
If you wish to port a phone number to Telsim, you agree and acknowledge the following:
i. You are the account holder (or an authorized representative) of the mobile phone number being ported.
ii. Porting your number means you will no longer receive service from your current telecommunications provider, and you will lose any prepay credit balance with them. You may have outstanding obligations with that provider, such as porting or early termination charges, and it is your responsibility to settle these obligations.
iii. You will be responsible for all costs related to porting the phone number.
iv. Services provided by your current telecommunications provider may not be available with Telsim Mobile.
v. We may, at our discretion, refuse to port the listed number for any reason, including if we suspect the request is fraudulent.
vi. Neither we nor Telsim will be liable for any direct or indirect loss or damage resulting from failure or delay in the porting process.
vii. You expressly authorize the listed phone number to be ported to Telsim.
6. When We Can Restrict or Cancel Your Services
If you do not purchase a new Plan within 365 days after the expiry of your last Plan, you will lose your allocated phone number and any names, numbers, or other details stored on your SIM card.
You may cancel your Plan by allowing your Telsim account to become inactive or by porting your mobile phone number to another telecommunications provider.
Your Services will automatically end if you switch your phone number from Telsim Mobile to another provider, and your Plans will not be transferred.
We may restrict, suspend, or cancel your Services or Plan if:
i. The health and safety of any person or the security of our Network is at risk;
ii. For commercial reasons, we can no longer provide the Service or your Plan;
iii. The Service is temporarily or permanently unavailable for any reason;
iv. You use your Services or behave in a way that we reasonably consider to be abusive, offensive, excessive, unreasonable, inappropriate, illegal, unauthorized, fraudulent, or infringes upon any legal rights (such as copyright), or that could damage or negatively impact the operation of our Network, your Plan, or a third-party network;
v. You resell or resupply a Plan or Service, or use it for purposes other than ordinary personal, domestic, or household use;
vi. You do not follow our reasonable instructions regarding the use of your Services;
vii. You are in material breach of the Terms and the breach cannot be remedied, or you fail to remedy it within 14 days after we request you to do so.
If your Plan is cancelled, you will forfeit any unused entitlements remaining on your Plan.
7. Limits of Liability
If we are liable to you for direct losses resulting from any breach of the Terms or our negligence, our liability is limited to $5,000 for a single incident or $10,000 for multiple incidents within a 12-month period. This limitation does not apply to losses or damages caused by fraud, wilful breach, or wilful damage. Additionally, we are not liable for:
i. Loss caused by you or any loss resulting from your failure to take reasonable steps to avoid or minimize that loss;
ii. Loss of data;
iii. Loss of profits or any consequential, indirect, or special damages suffered by you or any third party;
iv. Loss caused by events beyond our control, such as network operator failures, acts of God, earthquakes, terrorism, strikes, material shortages, or any other event beyond our control.
These limitations do not affect your rights and remedies under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
You accept liability to us for your breach of contract or negligence, but you will not be liable for any loss to the extent it is caused by us. Your liability under this clause is limited to $5,000 for a single incident or $10,000 for multiple incidents within any 12-month period. This limitation does not apply to losses or damages caused by fraud, wilful breach, or wilful damage.
Subject to any liability under the Consumer Guarantees Act 1993, neither we, nor our Network Operators, dealers, agents, contractors, or suppliers (including their officers, employees, contractors, and agents) are liable to you or anyone else for any claims, costs, damages, losses, or other liabilities resulting from your use of the Services. This clause grants our Network Operators, agents, and suppliers the right to enforce the terms directly.
We may subcontract or delegate the performance of our rights or obligations under the Terms, but this will not relieve us from responsibility for fulfilling any such obligations. Our agents may enforce rights or obligations that are intended for their benefit in accordance with Part 2 of the Contract and Commercial Law Act 2017.
8. Miscellaneous
We may transfer the Terms without notice, although, if possible, we will provide notice in advance. You must obtain our written consent to transfer the Terms, and we will grant consent where reasonable.
If any clause, or part of a clause, in the Terms is found to be unfair or unenforceable, the remainder of the Terms will continue to apply.
Failure by either party to enforce any rights under the Terms does not prevent either party from taking further action.
The Terms and Telsim Services are governed by New Zealand law. You agree that any claims will be heard by a New Zealand court.
9. Glossary
Words which start with a capital letter in these terms have the defined meaning set out below.
Services: Telsim’s consumer prepay mobile phone services provided to you by One and any other services that we or our agents may provide you.
Network: The communication systems we use to provide the Services.
Network Operator: Us and any third party with which we have entered into an arrangement which provides for the passing of communications between us and that third party or an arrangement to resell wholesale services.
Plan: The bundle of entitlements for the Services you select and which we provide to you.
SIM card: The subscriber identity module needed to operate your mobile device and through which you are connected to our Network.