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: [email protected]
• 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

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

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: [email protected]
• 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 [email protected] or call 0800 785 733.