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Prepay terms & conditions

Last updated: 21 December 2017

Prepay terms & conditions

WAREHOUSE MOBILE PREPAY TERMS AND CONDITIONS

Welcome to Warehouse Mobile. Two Degrees Mobile Limited (2degrees), is the Mobile Provider and provides the Services for Warehouse Mobile to you. Your Agreement for Services is with the Mobile Provider.

Please read these terms and conditions carefully as they set out the basis on which the Mobile Provider will provide Prepay Services to you.

The terms and conditions contained in this Agreement may change from time to time, and this may include changes to the price of the Services and/or the way you are able to use the Services. These changes will only be made as set out in clause 24.

The Mobile Provider may also terminate your Agreement or suspend or terminate the Services being provided to you where you are in breach of this Agreement, including the Fair Use Policy, or if you use the Services in an offensive, abusive or an unlawful manner. For more information on termination see Clause 21.

If you have any questions regarding your Prepay Account, the Services or these terms and conditions please call 0800 284 800, or 800 from your mobile, or visit www.warehousemobile.co.nz

1. Interpretation

"Activation" means the successful activation by you of your SIM card (where applicable) and completion of the set-up process for your Prepay Account (and "Activate" shall be construed accordingly).

"Agent" means any third party appointed to perform any of our obligations under this Agreement.

"Agreement" means this agreement between us and you comprising these Prepay Terms and Conditions, any specific terms and conditions which apply to a particular Service used by you and any Warehouse Mobile policies and procedures published by us from time to time on www.warehousemobile.co.nz.

"Charges" means all access charges, services costs and usage charges payable in accordance with the terms of any Service and any additional charges payable by you in respect of the Services.

"Content" means information, data, communications, images and sounds, software or any other material contained on or available through the Services.

"Customer Care" means the Warehouse Mobile customer care team, contactable by dialling 0800 284 800, or 800 from your mobile, or by visiting www.warehousemobile.co.nz

"Fair Use Policy" means the policy set out in clause 9 of this Agreement.

"GST" means Goods and Services Tax as defined in the Goods and Services Tax Act 1985.

"Mobile Provider" means Two Degrees Mobile Limited, and its successors and assigns;

"Mobile Phone" means the personal GSM mobile phone, handset or other terminal or device approved for use on the Network and used by you with a SIM card to connect to the Network.

"Mobile Phone Number" means the mobile phone number allocated to you by us or which you Port from another Mobile Telecommunications Provider.

"Mobile Telecommunications Provider" means a provider of mobile telecommunications services to consumers in New Zealand.

"My Warehouse Mobile" means the online self service portal you may set up at www.warehousemobile.co.nz and through which you are able to manage certain aspects of your Prepay Account.

"National Roaming Agreement" means any agreement from time to time between  us and Vodafone for the supply of national roaming services by Vodafone to us.

"Network" means the New Zealand mobile cellular network through which Services are provided, comprising the mobile cellular network owned and operated by us, as modified, upgraded or expanded from time to time, and that part of the Network provided through the National Roaming Agreement.

"Network Operator" is any entity with whom we have entered into an interconnection or international roaming agreement or arrangement (directly or indirectly) providing for the passing of customer generated or customer destined communications between each entity.

"Payment" means loading Re-charge Credit onto your Prepay Account by any means made available.

"Port" means to transfer a mobile phone number from one Mobile Telecommunications Provider to another (and words such as "Porting", "Ported" and "Porting Process" are construed accordingly).

"Prepay SIM Pack" means a Warehouse Mobile retail pack containing (among other things) a Mobile Phone Number, SIM card and (where applicable) preloaded Re-charge Credit.

"Prepay Account" is your account where your Re-charge Credit is stored, and from where the Charges to you for the cost of the Services used by you are deducted.

"Pricing Plan(s)" means the access rate and airtime plan(s) available to you on your Prepay Account and form part of these terms and conditions.

"Privacy Policy" means the privacy policy published on www.warehousemobile.co.nz.

"Re-charge Credit" means the monetary credit loaded onto your Prepay Account.

"Services" means the mobile telecommunications services, including calling, texting and data service, and related products and services made available by us and/or our Agents or approved third party suppliers to you over the Network.

"SIM card" means the Warehouse Mobile subscriber identity module used with your Mobile Phone to enable you to access the Network and use the Services.

"Terms for Local and Mobile Number Portability" means the requirements for local and mobile number portability determined under the Telecommunications Act 2001.

"The Warehouse" means The Warehouse Limited, and includes its related companies (as that term is defined in the Companies Act 1993);

"Value Pack" means any bundle of Services, in addition to any Pricing Plan, purchased by you (including any calling, text, data or Content bundle) on your Prepay Account.

"Vodafone" means Vodafone New Zealand Limited.

"Vodafone Network" means the New Zealand mobile cellular network owned and operated by Vodafone as modified, upgraded or expanded by Vodafone from time to time.

"Warehouse Mobile" means the telecommunications brand operated by us;

"we", "us" or “our” means Two Degrees Mobile Limited, and includes its successors, assigns.

"you" means the customer under this Agreement and "your" has a corresponding meaning.

2. Commencement of Agreement

This Agreement commences on the date when you purchase or receive a Prepay SIM Pack, whichever is sooner. 

3. Activation

You will need to Activate your Prepay Account by activating the SIM card purchased or received by you by calling Customer Care and completing the account set-up process as directed by Customer Care before you can start using the Services. You can contact Customer Care by inserting a SIM card into your Mobile Phone and dialling 800.

4. Coverage

(a) The Services are only available within the coverage of the Network.

(b) We will do our best to provide quality Services to you but it is not possible to provide a fault-free service at all times. If you have any questions or concerns regarding the Services please contact Customer Care.

(c) Coverage and Services may be adversely affected by radio interference, geographic or atmospheric conditions, outages, maintenance works, over-loading, faults or limitations in your Mobile Phone or the mobile phone or other device of the person with whom you are communicating, faults or other operational difficulties in the Network or any other mobile telecommunications network to which our network is connected, or other circumstances or factors not wholly in our control. This means you may not receive all of the Services in all areas all of the time.

(d) Coverage and Services can also change as we continue to manage, build, develop and improve the Network.

5. The Services

(a) You can connect to other people through the Network by making and receiving local, national and international calls and text and picture messages, and accessing the other Services we provide.

(b) The maximum length of any one call you make is 120 minutes. If you reach this limit the call will be terminated. You can re-dial and continue the call should you wish to do so.

(c) Visit www.warehousemobile.co.nz for full details of the Services, including any Pricing Plan and Packs, and any specific terms and conditions which apply to a particular Service.

(d) In order to receive the Services you must set the "network selection" setting of your Mobile Phone to "automatic". This is typically the default setting. We cannot guarantee the availability of Services to you, and may cease to provide Services to you, if you fail to set the "network selection" setting of your Mobile Phone to "automatic". If you require any assistance regarding the correct settings for your Mobile Phone please contact Customer Care.

(e) Where we provide a Service to you, including through a Pricing Plan or Pack, that is subject to specific terms and conditions, those specific terms and conditions will form part of this Agreement. If there is any inconsistency between these Prepay Terms and Conditions and any specific terms and conditions applicable to you the specific terms and conditions will take precedence.

(f) Where a Service is only available in a specific geographic location this will be set out in the specific terms and conditions applicable to that Service.

(g) Not all mobile phones and devices can receive all of the Services and some mobile phones and devices may not be compatible with the Network. We only agree to provide Services to you when you use a mobile phone or device of a make and model that is compatible with the Network and which is approved by us for use on the Network. You are responsible for obtaining a compatible mobile phone or other device or equipment required by you to use the Services.

(h) We may restrict or prevent the use of voice over internet protocol ("VOIP") or message over internet protocol ("MOIP") communications on the Network, where your use of such communications would cause degradation, or impact the performance of, the Network.

(i) The Services may be changed, suspended or removed by us and/or new Services introduced from time to time. If we do so, we will notify you and you may be entitled to end this Agreement in accordance with clause 24.

6. Your Responsibilities

(a) You must use the Services in the way described in any user guide, policy, specific terms and conditions that are applicable or other instructions issued, and must ensure that everyone you are responsible for also meets your responsibilities under this Agreement when using your Mobile Phone or SIM card, whether authorised by you or not.

(b) You agree not to use your Mobile Phone or the Services to make abusive, offensive or nuisance calls or communications (including spam) or for any illegal or fraudulent purpose. We may immediately cease providing Services to you if you do so.

(c) You must not use any Mobile Phone which masks or in any way alters the true point of origin or termination of any call or other transmission over the Network.

(d) Using or agreeing to use the Services does not give you any rights in any part of the Services. You must not resell or otherwise deal in any way with the whole or any part of the Services.

(e) You may not make 0900 calls, collect calls, special number calls, or any calls where Charges are not immediately deducted from your Prepay Account. 

(f) You will be required to set up a 4 digit security PIN on Activation which may be required to authorise certain activity in relation to your Prepay Account. You are responsible for keeping your PIN and all other information relating to your Prepay Account confidential at all times.

7. Lost or Stolen Mobile Phone or SIM card

(a) You must keep your Mobile Phone and SIM card secure at all times. If your SIM card is lost, stolen, damaged or destroyed or is used or likely to be used without your authority, then contact Customer Care immediately and request a suspension of your Prepay Account. You can also suspend your Prepay Account through My Warehouse Mobile. Once your Prepay Account is suspended no Services can be accessed by anyone using your SIM card and further Charges cannot be incurred on your Prepay Account.

(b) If your Mobile Phone is lost, stolen, damaged or being used without your authority, then as well as suspending your Prepay Account in accordance with clause 7(a) above, you can also blacklist your Mobile Phone by calling Customer Care. Once your Mobile Phone is blacklisted, no person will be able to use that Mobile Phone on the Network or another New Zealand mobile network. Mobile Phone blacklisting alone will not prevent further unauthorised use of Services or the accrual of further Charges under your Prepay Account, you must suspend the SIM card to prevent unauthorised use of Services under your Prepay Account.

(c) Once you have recovered your SIM card or Mobile Phone you can request any suspension or blacklisting to be removed by contacting Customer Care. Alternatively you can also unsuspend your Prepay Account via My Warehouse Mobile.

(d) You will be responsible for any Charges incurred on your Prepay Account up until the time that you request that we suspend your Prepay Account or blacklist your Mobile Phone in accordance with clause 7(a). We are not liable for any loss you may suffer as a result of the loss, theft, damage, destruction or unauthorised use or misuse of your Mobile Phone or SIM card, unless they are in our care at the time.

(e) During any suspension of your Prepay Account, this Agreement and any specific terms and conditions applicable to the Services on your Prepay Account will continue to apply to you (including the expiry of any Plan or Value Pack benefits).

(f) If your SIM card is lost or stolen and your Prepay Account is suspended in accordance with this Agreement we will, if requested by you, transfer your Prepay Account, including any Re-charge Credit balance on your Prepay Account, to a replacement SIM card issued. We may charge you a reasonable fee for any replacement SIM card issued to you and for completing any Re-charge Credit balance transfer.

8. Voicemail

(a) Voicemail is one of the Services we provide.

(b) You will be required to set up a 4 digit voicemail PIN to activate your voicemail account. Your voicemail PIN will be used by you to control access to your voicemail account. You are responsible for keeping your PIN and all other information relating to your voicemail account confidential at all times.

(c) Un-played messages will be stored in your voicemail account for 30 days only and will then be deleted. Your voicemail account will be de¬activated after 60 days of inactivity (i.e. where no messages are deposited or retrieved). We may also limit the length and number of messages which may be stored in your voicemail account.

(d) Calls to your voicemail account from your Mobile Phone will be charged. You are responsible for all access to your voicemail account and for any Charges incurred as a result. See www.warehousemobile.co.nz for our voicemail charges.

9. Fair Use Policy

(a) All of the Services are subject to the Fair Use Policy set out in this clause 9.

(b) Your use of the Services must be fair, reasonable and not excessive, as reasonably determined by us by reference to average and/or estimated typical customer usage of the Services. We will consider your usage to be excessive and unreasonable where it:

(i) materially exceeds the average and/or estimated use patterns over any day, week or month (or other period of time as determined by us); and

(ii) causes us to incur additional costs or affects the performance of the Network or affects another Warehouse Mobile' customers' use of or access to the Services,

Excessive Usage

(c) Where we offer any included Services under a Plan or other Service (such as included voice or video calls, text or picture messages, data transfer and internet use via the Network), such use is offered for your individual private and personal use and benefit only. In no case does any Service allow for activities aimed at making profit or reselling the Service or using the Service in an unfair or excessive way and any such use of the Services by you is a breach of this Agreement. Furthermore, the use of all Services is permitted only through a Mobile Phone. Use of Services through PBX or any other line connected to a computer for the purpose (or any other purpose) of making a large number of voice and video calls and/or sending a high volume of data and/or simultaneously sending text or picture messages is not permitted.

(d) For the avoidance of doubt, fair use of our Services excludes activities such as auto-dialling, premium services, continuously call forwarding, tele-marketing, call centres or other activities that user our services for commercial gain and use of Cellular Trunking Units (including SIM boxes and GSM gateways).

(e) If in our reasonable opinion we consider your usage to be Excessive Usage or a breach clause 9(c) we may immediately suspend, modify or restrict your use of the Services or withdraw in full or in part your access to the Services without notice to you.

10. National Roaming

(a) In some parts of New Zealand the Services will be provided to you through the Vodafone Network pursuant to the National Roaming Agreement.

(b) At all times when using the Services you are our customer and Vodafone does not provide, grant or confer any benefit, right or privilege on you. Vodafone excludes to the maximum extent permitted by law all liability of Vodafone, the Vodafone group of companies and their personnel to you arising from or in connection with the provision of national roaming services by Vodafone to us.

11. Roaming Overseas

(a) You can use your Mobile Phone in other countries. We refer to this as "roaming". For a list of the countries, services available and any specific roaming overseas terms and conditions please visit www.warehousemobile.co.nz.

(b) When you are roaming overseas your Prepay Account will be debited with all roaming charges incurred. You need to ensure that you have enough Re-Charge Credit on your Prepay Account to meet the applicable roaming charges.

(c) The terms and conditions on which you may use overseas networks will depend on your Mobile Phone, the country you are visiting and the terms and conditions of the Network Operators whose networks you connect to in each country. The terms and conditions and charges of those other Network Operators will apply in addition to ours.

12. Charges and Payment

(a) The Charges for the Services we provide to you are set out in any specific terms and conditions which apply to a particular Pricing Plan, or Value Pack.

(b) The Services and/or the Charges for those Services may be changed, suspended or removed by us and/or new Services introduced from time to time. We will notify you of any changes we make and you may be entitled to end this Agreement in accordance with clause 24.

(c) When you use your mobile phone in New Zealand the calls you make to Customer Care or to top up your Prepay Account are free from your Mobile Phone by dialling 800 or 0800 284 800 (Customer Care) or calling 801 to set up a credit card.

(d) You are liable for all Charges for the Services we provide to you, no matter who uses them. For example, subject to clause 7(d) of this Agreement, you are responsible for the Charges relating to anyone else's use of your Mobile Phone or SIM card, even when your Mobile Phone or SIM card is lost or stolen.

(e) Re-charge Credit has a validity of 90 days. If you do not use your Re¬charge Credit within 90 days of your Payment, this Re-charge Credit will expire. We will not give you a refund of your Re-charge Credit once it has expired.

(f) If you make a new Payment within 90 days of a previous Payment, the expiry date of any previous unused Re-charge Credit will be extended to 90 days from the latest Payment (“Extension”). There is no limit to the number of Extensions you can have, and an Extension may take up to one working day to apply.

(g) You must make a Payment of at least $10 at least once every 365 days in order to keep your Prepay Account active, otherwise your account will terminate in accordance with clause 21(c).

(h) Calls are charged by the minute, with part minutes rounded up to the next whole minute. Each call you make or other Service you use will be charged at the standard rate under your Pricing Plan and that standard rate will be applied when the call or your use of the Service commenced. You will be subject to any specific terms and conditions for standard rates applying to your Pricing Plan, Value Pack or other Service. No bill will be issued to you for the use of the Services but you may view your usage history online at My Warehouse Mobile. We reserve the right to charge you a reasonable fee if you request information about your calls or other use of the Services.

(i) Our Charges may vary for sending communications (i.e. calls and texts) to a mobile phone number connected to a different New Zealand or international mobile network provider and we will publish these Charges in any specific terms and conditions and on our website at www.warehousemobile.co.nz.

(j) You can make Payments of selected amounts to your Prepay Account by using one of the payment methods made available by us.

(k) You will only be able to use the Services (except to make 111 or toll free calls) if there is a Re-charge Credit balance on your Prepay Account. If the Re-charge Credit balance on your Prepay Account is used up while you are on a call or using a Service the call or Service will be automatically disconnected.

(l) All Re-Charge Credit on your Prepay Account is specific to your SIM card and is not transferable or refundable except as described in clause 7(f)

(m) Any Goodwill credit on the Warehouse Mobile SIM will be valid for 30 days only and can not be extended by a Top-up.

13. Consumer Guarantees Act

(a) If you are acquiring the Services for the purposes of a business, or if you indicate to us you are doing so, then we both acknowledge and agree that:

(i) we are each 'in trade';

(ii) any Services or Mobile Phones or other goods supplied to you and acquired by you under this Agreement are done so for a business purpose; and

(iii) the statutory guarantees and implied terms, covenants and conditions contained in the Consumer Guarantees Act 1993 are excluded to the fullest extent permitted at law, and do not apply.

(b) If you are acquiring the Services or any Mobile Phones or other goods under this Agreement other than for the purposes of a business, then you may have the benefit of statutory guarantees under the Consumer Guarantees Act 1993. If the Act applies to you, all rights that you have under it will apply in addition to the rights set out in this Agreement.

14. Our liability to you

(a) To the greatest extent permitted by law we exclude any liability of any kind to you or anyone claiming through you for indirect, special or consequential loss, loss of profit, loss of revenue, loss of business or missed opportunity, loss of data, wasted expenditure or lost savings arising from or in connection with your use of the Services or otherwise in connection with this Agreement.

(b) If we are found liable to you under this Agreement or otherwise at law, to the greatest extent permitted by law, our liability to you or anyone claiming through you in respect of any event or series of related events will be limited to the lesser of $1,000 or the total amount paid by you to us for Services in the 6 months immediately prior to the date of your claim.

(c) For the avoidance of doubt, this clause 14 does not affect any rights and remedies available to you, or any obligations imposed on us, under any consumer laws, including the Consumer Guarantees Act 1993 and Fair Trading Act 1986 (as applicable).

15. Liability of The Warehouse to you

(a) Your Agreement for Services is with us, and to the greatest extent permitted by law, The Warehouse will not be liable to you or anyone claiming through you for any loss or liability of any kind to you in connection with your use of the Services or otherwise in connection with this Agreement.

(b) If The Warehouse is found liable to you under this Agreement or otherwise at law, to the greatest extent permitted by law, their liability to you or anyone claiming through you in respect of any event or series of related events will be limited to the lesser of $1,000 or the total amount paid by you to us for Services in the 6 months immediately prior to the date of your claim.

(c) For the avoidance of doubt, this clause 15 does not affect any rights and remedies available to you, or any obligations imposed on The Warehouse under any consumer laws, including the Consumer Guarantees Act 1993, Fair Trading Act 1986, and the Privacy Act 1993 (as applicable).

16. SIM card

Any SIM card we issue to you or which otherwise comes into your possession remains our property. You must return it to us in good condition and within 30 days of termination of this Agreement, or otherwise if requested by us, and we reserve the right to charge you a reasonable fee if you fail to do so.

17. Equipment

(a) We do not warrant that any Mobile Phone or other equipment supplied to you by someone else, and which has not been approved by us, will be compatible with the Network or will support your use of the Services.

(b) If any Mobile Phone or other equipment supplied to you by someone else does not work properly, you need to contact the equipment supplier or manufacturer, rather than us, about the problem, which may be covered by the warranty (if any) offered by the relevant retailer, supplier or manufacturer.

18. Content

(a) Content which you may access or is provided to you (Third Party Content), using the Services, is for your personal use only. You may not forward, copy, reproduce, re-sell or distribute Third Party Content or interfere with it in any way. You acknowledge that this obligation is also expressly for the benefit of our Agents and approved third party suppliers.

(b) We may monitor Content originating from you or accessed by you using the Services and remove any Content that we consider to be inappropriate, illegal or in breach of the rights of any third party. We are not responsible for any Content, or for any loss whatsoever that you may suffer in connection with your accessing any Content, that does not originate directly from us.

(c) You agree that you are responsible for ensuring that you have the right to send all Content that you send when using the Services. We may alter Content that you send using the Services in order to enable the delivery of that Content to the recipient.

19. Mobile Phone Numbers and Number Portability

(a) We will allocate to you a Mobile Phone Number, or it may be allocated to you by another Mobile Telecommunications Provider and Ported by you for use on the Network. Subject to the terms of this Agreement you have full rights to use the Mobile Phone Number allocated to you.

(b) If your Prepay Account terminates or expires in accordance with clause 21(c), or otherwise in accordance with this Agreement, then unless you have Ported your Mobile Phone Number associated with your Prepay Account to another Mobile Telecommunications Provider, that Mobile Phone Number will also expire.

(c) You may Port your Mobile Phone Number to another Mobile Telecommunications Provider. If you wish to do so, you must contact the Mobile Telecommunications Provider to whom you wish to Port to and you will be responsible for completing the Porting requirements of that Mobile Telecommunications Provider.

(d) We will comply with our obligations under the Terms for Local and Mobile Number Portability in relation to the Porting of the Mobile Phone Number to the other Mobile Telecommunications Provider. You will be responsible for all costs associated with Porting the Mobile Phone Number.

(e) Any Mobile Phone Number we allocate to you or you select from us is not owned by you and we may change any Mobile Phone Number we have allocated to you or you have selected from us at any time. We will give you notice in accordance with clause 24 if we need to change your Mobile Phone Number.

(f) If you change the Mobile Phone Number we allocate to you to another Mobile Phone Number selected by you from us (not being a Mobile Phone Number Ported by you), and we find the selected Mobile Phone Number for sale within six months of when the SIM card using that Number was activated, we may disconnect your connection(s) to the Services without prior notice.

(g) If you or we disconnect your connection(s) to the Services, and you have not Ported the Mobile Phone Number allocated to you by us or selected by you from us prior to disconnection, we may re-allocate the Mobile Phone Number to another customer.

20. Privacy

(a) You agree that we, our Agents, The Warehouse, and its agents and service providers can collect information about you and the way in which you are using the Services (among other things) and use the information as set out in our Privacy Policy. Please ensure you have read and understood our Privacy Policy, which forms part of this Agreement and is published by us at www.warehousemobile.co.nz/privacy

(b) As detailed in our Privacy Policy, you agree that we, our Agents, The Warehouse, and its agents and service providers, may send you marketing messages, electronic or otherwise, about (among other things) our products, rewards, special offers, competitions and other promotions, and those of our Agents, The Warehouse or third parties which we consider may be of interest to you. You may unsubscribe from receiving marketing messages from us, our Agents, The Warehouse and its agents and service providers at any time through My Warehouse Mobile.

21. Terminating this Agreement or Suspending Services

(a) We may withhold, suspend or restrict a Service or your Prepay Account in accordance with this clause 21.

(b) If any Services on your Prepay Account are restricted you will be able to continue using the un-restricted Services and our usual Charges for those Services will continue to apply.

(c) This Agreement and your Prepay Account (and any associated Pricing Plans and Value Packs) will automatically terminate if you do not make a Payment of $10 or more within 365 days of Activation or your last Payment of $10 or more or if you Port your Mobile Phone Number to another Mobile Telecommunications Provider. Where your account is terminated in accordance with this clause 21(c) any unused Re-Charge Credit balance on that Prepay Account is forfeited.

(d) We may terminate this Agreement and your Prepay Account (and any associated Pricing Plans and Value Packs) or terminate or suspend any Services on your Prepay Account:

(i) immediately without notifying you if:

(aa) you make abusive, offensive or nuisance calls or communications (including spam), or use any of the Services in an offensive way;

(bb) you are abusive or offensive to our staff, our Agents, or any other person;

(cc) we suspect you of using the Services for any unlawful activity;

(dd) you continue to use the Services in breach of our Fair Use Policy after we have requested that you cease doing so; or

(ee) you tamper with or modify any SIM card issued to you by us,

(ii) immediately by notifying you if you breach this Agreement (other than a breach specified in clause 21(d)(i) and:

(aa) we have notified you that you have breached this Agreement and you have failed to remedy that breach within 14 days of such notice; or

(bb) the breach is material and cannot be remedied.

(e) If this Agreement and your Prepay Account is either suspended or terminated in accordance with clauses 21(c) or (d):

(i) we may charge you a reconnection charge before you are able to recommence using the Services and you may need to buy a new Prepay SIM card;

(ii) you may lose your allocated or selected Mobile Phone Number (unless you have Ported the Mobile Phone Number to another Mobile Telecommunications Provider);

(iii) you will lose and we will own any Re-charge Credit balance in your Prepay Account;

(iv) you may lose any data stored on your SIM card or contained in your voicemail account; and

(v) you must return your SIM card to us if we so request.

(f) You may end this Agreement by ceasing to use the Services and returning your SIM card to us.

(g) Notwithstanding anything else in this Agreement, we may terminate this Agreement and your Prepay Account (and any associated Pricing Plan and Value Packs) for any reason by giving you 30 or more days prior notice. If we do so, you will be entitled to a refund of any unused Re-Charge Credit balance on your Prepay Account at the date of termination.

22. Rights and Responsibilities that Continue

Ending this Agreement does not affect any rights and/or responsibilities which are intended to continue after this Agreement ends.

23. Liability of other Network Operators and Suppliers

We have certain obligations towards other Network Operators and our dealers, Agents and suppliers. Those persons (and their officers, employees, contractors and agents) will not be liable to you or anyone else for any claims, costs, damages, losses or other liabilities of any kind arising in any way from the Services we provide or from your use of those Services. This clause creates an obligation for the benefit of other Network Operators and/or our dealers, Agents and suppliers and may be enforced or otherwise relied upon by them.

24. Notices and Changes to this Agreement and our Services

(a) Subject to the remainder of this clause 24, we may change this Agreement and/or vary any Service at any time ("Change").

(b) If we reasonably believe that a Change is likely to benefit you or have no or a neutral impact on you ("Non-Detrimental Change") we may make that Non-Detrimental Change without giving you prior notice.

(c) If we intend to:

(i) increase our Charges, including our standard rates, set out under a Pricing Plan; and/or

(ii) reduce the elements of a Service you are using; and/or

(iii) materially change the terms of this Agreement,

and we reasonably believe that Change will have only a minor detrimental impact on you ("Minor Detrimental Change"), we will give you at least 10 working days' prior notice, and where possible we will try to give you 30 days' prior notice before making that Minor Detrimental Change.

(d) For any other Change, we will give you at least 10 working days' prior notice, and where possible we will try to give you 30 days' prior notice.

(e) Termination by you: If you can demonstrate to our reasonable satisfaction that a Change would have more than a minor detrimental impact on you such that the Change would:

(i) materially adversely impact the way in which you use the Services; or

(ii) materially adversely increase the Charges you would incur from your usual use of the Services; and

(iii) the Change is not one that is specifically provided for in this Agreement or a Change that we are required to make by law,

then you may notify us that you wish to end this Agreement. Notice under this clause 24(e) must be given during the period commencing at the time we notify you of the Change and ending at the time the Change takes effect ("Notice Period").

(f) If the Agreement is ended under clause 24(e) , you will be entitled to a refund of any unexpired credit balance in your Prepay Account at that time. If you continue to use the Services after the Notice Period you are deemed to have accepted the Change.

(g) If we are required to notify you of a Change under this clause 24 , we may do so by bill insert, email, voicemail, or text message. Notice of all Changes will also be posted on our website www.warehousemobile.co.nz. Please check our website regularly for updates.

25. Transferring Rights and Responsibilities

We may transfer to someone else all or any part of our obligations under this Agreement, and assign or transfer any of our rights under or in connection with this Agreement. Any assignee or transferee will have the same rights and powers as if they were named as us.

26. Waiver

If we fail or delay to exercise any right or power under this Agreement, this will not be a waiver of that right or power. Any failure or delay will not prevent us from exercising that right or power in the future.

27. Each Term Separately Binding

If any term of this Agreement is held to be illegal, unenforceable, invalid, or void this will not prejudice or effect the legality, enforceability or validity of the remaining provisions of this Agreement which will continue in full force and effect.

28. Force Majeure

We will not be liable for any delay or failure to provide the Services or any other delay or failure in meeting our obligations under this Agreement to the extent that such delay or failure is caused by any event outside of our reasonable control.

29. Subcontracting

We may subcontract or delegate the performance of any of our rights or obligations under this Agreement to any related company, Agent, service provider or other third party. In that case, each of those companies, agents, service providers or third parties and their officers, employees, contractors and agents will have the benefit of any terms of this Agreement that confer benefits on us.

30. Disputes

If you have any dispute with us in relation to any of the Services, or otherwise in connection with this Agreement, please contact Customer Care.

31. New Zealand Law

This Agreement is governed by the laws of New Zealand and you submit to the jurisdiction of the New Zealand courts.​

Frequently Asked Questions

  • How do I bring my number to Warehouse Mobile?


    Keeping your number is easy, simply follow the 3 steps:

    1. Buy a Warehouse Mobile SIM online or in store
    2. Dial 800 to activate it
    3. Register for My Warehouse Mobile and follow the steps to bring your number over

    Once we’ve successfully brought your number over to Warehouse Mobile, we’ll send you a text to let you know. This can take up to 2 business days.

  • What is your number range?


    Our numbers start with the prefix 0284 but you can easily bring your existing number over by registering at My Warehouse Mobile and following the steps.

  • How do I get started on Warehouse Mobile?
  • Will my handset work on Warehouse Mobile?


    If your phone is unlocked it should work on Warehouse Mobile as we are set up to work with almost all GSM mobiles.

    Simply pop in your new Warehouse Mobile SIM and you should be good to go. If you do have problems check out our settings page. You'll find most answers there.

  • Will my handset work if it's from overseas or has been parallel imported?


    You'll need to check the individual model specifications for your mobile - it will need to support 900MHz GSM. If you can't find your mobile's user manual, have a look at the GSM Arena website. A lot of overseas providers lock their mobiles to their network. If this is the case, you'll need to get in touch with them to request the unlocking code.

  • What is a “locked phone”?


    Currently all Warehouse Mobile handsets are locked, which means that the phone can only be used with a Warehouse Mobile SIM. You must unlock the phone for it to work on another network.