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Cancel PULSE
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Cancellation service #1 in New Zealand
4.9Calculated on 5.6K reviews
I hereby notify you of my decision to terminate the contract relating to the Pulse service.
This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual period.
Please take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper processing of this request;
– and, if applicable, send me the final statement or balance confirmation.
This cancellation is addressed to you by certified e-mail. The sending, timestamping and content integrity are established, making it a probative document meeting electronic proof requirements. You therefore have all the necessary elements to proceed with regular processing of this cancellation, in accordance with applicable principles regarding written notification and contractual freedom.
In accordance with personal data protection rules, I also request:
– deletion of all my data not necessary for your legal or accounting obligations;
– closure of any associated personal account;
– and confirmation of actual data deletion according to applicable privacy rights.
I retain a complete copy of this notification as well as proof of sending.
Important warning regarding service limitations
In the interest of transparency and prevention, it is essential to recall the inherent limitations of any dematerialized sending service, even when timestamped, tracked and certified. Guarantees relate to sending and technical proof, but never to the recipient's behavior, diligence or decisions.
Please note, Postclic cannot:
- guarantee that the recipient receives, opens or becomes aware of your e-mail.
- guarantee that the recipient processes, accepts or executes your request.
- guarantee the accuracy or completeness of content written by the user.
- guarantee the validity of an incorrect or outdated address.
- prevent the recipient from contesting the legal scope of the mail.
Cancel Pulse: Step-by-Step Guide
What is Pulse
Overview
Pulse is an energy and broadband provider operating in New Zealand that offers consumer and small business plans, including broadband services and related equipment.
Services
Services include electricity and broadband supply, customer support, and optional programmes such as "Pay it Forward". Pulse communicates terms and support via its help pages and customer care channels.
How to cancel Pulse
Contact methods
To cancel your account with Pulse you must contact Pulse directly by email or phone.
- Email: customer.care@pulseenergy.co.nz
- Phone: 0800 785 733
Step-by-step cancellation
- If you signed up online for Pulse Energy Broadband, give 30 days' notice to cancel. See the Pulse cancellation guidance: Pulse cancellation.
- If you signed up via door-to-door or outbound sales, you have a right to cancel free of charge within 5 days of signing up.
- If Pulse provided a modem that has already been sent, you must return it unopened within 14 days by tracked courier to avoid higher charges.
- When contacting Pulse to cancel, clearly state your account details, desired cancellation date, and whether equipment is being returned.
What happens when you cancel
Access and service end
Once your cancellation is processed, ongoing services will stop according to the notice period you provided and Pulse's billing cycle.
Any scheduled renewals or automatic billing will be cancelled after the effective end date of your account.
Equipment and final billing
If a modem was supplied, returning it unopened and tracked within 14 days avoids the full modem charge; otherwise Pulse may charge a Modem Fee and Delivery Fee.
Your final bill will include any outstanding charges, credits, or applicable return/administration fees.
Will I get a refund?
Refund of account credit
If your Pulse account is in credit you can request a refund by calling or emailing customer care.
- You must attach a bank statement or screenshot showing account name, number, and postal address to the refund request.
- The first refund is free; subsequent refunds incur a NZ$15 fee.
- Refund guidance: Pulse refunds.
Exceptions and non-refundable items
Contributions to the "Pay it Forward" programme are non-refundable under any circumstances once you agree to contribute.
Modem return requirements also affect refund outcomes: failure to return or returning damaged equipment may result in full device and delivery charges.
Pulse plans and pricing
Pricing overview
Pulse publishes a range of business membership pricing on their official site. Prices shown are exclusive of GST where noted.
Plans and rates
| Plan | Price (ex. GST) | Period | Features |
|---|---|---|---|
| Small Business (≤10 employees) | NZ$1,500/year | Annual | For businesses with up to 10 employees |
| Small/Medium Business (11 - 25 employees) | NZ$2,000/year | Annual | Varies |
| Medium Business (26 - 50 employees) | NZ$3,000/year | Annual | Varies |
| Medium/Large Business (51 - 100 employees) | NZ$5,000/year | Annual | Varies |
| Corporate Membership (>100 employees) | NZ$10,000/year | Annual | Varies |
Notes: Prices taken from PulseNZ's pricing page and are exclusive of GST.
Your consumer rights in New Zealand
Door-to-door and cooling-off rights
Under New Zealand consumer law you retain a short free cancellation period for door-to-door sales.
Pulse recognises this right and allows cancellation free of charge within 5 days for door-to-door or outbound sales sign-ups.
Complaint and dispute processes
- Pulse aims to acknowledge feedback within 2 working days.
- Pulse aims to resolve complaints within 20 working days, with up to 40 working days in complex cases.
- If unresolved, disputes can be referred to Utilities Disputes or other relevant external dispute resolution bodies.
Customer experiences
Positive feedback
Some customers report good interactions with door-to-door representatives, describing them as polite, informative, and helpful during sign-up.
Positive experiences often mention clear explanations and prompt on-site assistance.
Negative feedback
Many customers report unexpectedly high bills, often citing hidden extra charges on top of low unit rates.
There are numerous complaints about deceptive sales practices, billing confusion, poor customer service, and aggressive collection actions.
Documentation checklist
To cancel your account
- Account holder name, account number, and contact details.
- Preferred cancellation date and reason for cancellation (optional but helpful).
- Proof of sign-up method if claiming door-to-door cancellation rights (date of sign-up or salesperson details).
To request a refund
- Bank statement or screenshot showing account name, account number, and postal address.
- Email or phone contact details and your Pulse account number.
- Note that the first refund is free; additional refunds incur a NZ$15 fee.
Common mistakes
Overlooking notice periods
Example: Cancelling an online sign-up without giving 30 days' notice can result in continued billing for the notice period.
Always check whether you signed up online or via door-to-door sales to determine which cancellation window applies.
Failing to return or damaging supplied equipment
Example: Sending the modem late, damaged, or opened may trigger a full modem fee (NZ$170) plus delivery (NZ$20) instead of the NZ$20 Modem Return Fee.
Return modems unopened within 14 days by tracked courier to the address below to avoid higher charges.
Comparative recap
Summary table
| Feature | What to expect with Pulse | What to watch for |
|---|---|---|
| Cancellation period (online) | 30 days' notice required | Plan and billing cycle may affect final bill timing |
| Cancellation period (door-to-door) | Free cancellation within 5 days | Keep proof of sign-up date to exercise this right |
| Modem return | Return unopened within 14 days by tracked courier; NZ$20 Modem Return Fee applies | Failure to return or returning opened/damaged device may incur NZ$170 + NZ$20 |
| Refunds | Credit refunds available with bank proof; first refund free, later refunds NZ$15 fee | Pay it Forward contributions are non-refundable |
| Complaint resolution | Acknowledged within 2 working days; aims to resolve within 20 (up to 40) working days | Escalate externally if Pulse does not resolve the dispute |
Key takeaways
Confirm how you signed up (online vs door-to-door) to understand your cancellation rights and notice periods.
Return supplied equipment promptly and unopened to avoid substantial charges, and provide required bank documentation for refunds.
After cancelling
Actions to take
- Keep written confirmation of your cancellation and the effective end date from Pulse.
- Retain postage/tracking receipts for any returned modem and copies of all correspondence.
- Check your final bill for unexpected charges and request a refund if you have a credit balance.
Useful links and contacts
- Pulse cancellation information: help.pulseenergy.co.nz - Cancellation
- Pulse refunds and account info: help.pulseenergy.co.nz - My Account
- "Pay it Forward" terms (non-refundable): Pay it Forward terms
- Customer care email: customer.care@pulseenergy.co.nz
- Customer care phone: 0800 785 733
Address
Return address for modems
Pulse Energy, Level 5, 33 Enfield Street, Mt Eden, Auckland 1024, New Zealand.
Return modems by tracked courier, unopened, within 14 days to avoid higher charges.
Cancellation contact
To cancel your account, email customer.care@pulseenergy.co.nz or call 0800 785 733.