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Zen Contract Price Promise
As of 1st June 2022, our Price for Life guarantee will no longer be available on new Zen contracts and be replaced by our Zen Contract Price Promise.
The Zen Contract Price Promise is our assurance that the broadband prices you sign up for will remain fixed throughout the lifetime of your contract. In other words, the price you pay on day one will remain the same throughout your contract.
On contract expiry, your price may be subject to increase in response to external factors that impact our ability to provide the quality of service which we pride ourselves on. This may include, for example, the impact of inflation on our supply chain and our people.
While we would prefer not to increase costs in the future, by allowing ourselves to increase out of contract prices where necessary, we will be able to continue our investment in people, planet and providing the best possible award-winning service to our customers.
As a certified B Corp, carbon neutral provider with an ambition to become Net Zero by 2040, we are committed to a better way of doing business. One that puts people first, that considers the impact of our every action on our local community and the wider planet. And we want to not only maintain our award-winning service but to improve the experience we provide to customers every day.
Frequently Asked Questions
If you have any questions or queries, we recommend that you read the following FAQs.
Price For Life FAQ's
All customers with a broadband contract starting on or before 31st May 2022 will continue to benefit from our Price for Life, for as long as they remain on the same package, even if they’re out of contract.
Should a customer take out a new contract, from 1st June 2022, they will then be covered by our Zen Contract Price Promise – a guarantee that the price they pay will remain the same throughout the life of the contract. Any out of contract price increases will be limited and subject to external factors that may impact our ability to provide a consistently high level of service. We will always give customers a minimum of 30 days’ written notice should we need to apply reasonable increases to our pricing.
From the 1st June, our Price for Life will be replaced by our Zen Contract Price Promise. The Zen Contract Price Promise will ensure that customers will not be subject to any price increases for the duration of their contract. We may from time to time increase a customer’s price outside of their contract period in response to external factors that impact our ability to provide the quality of service which we pride ourselves on, for example the impact of inflation on our supply chain and our people. We will always give customers a minimum of 30 days written notice should we need to apply reasonable increases to our pricing.
We guarantee that your price will not change at all for the duration of your contract. And if you signed up to a broadband contract before 31st May 2022, you retain your Price for Life promise. Once your contract ends, should you choose to remain a Zen customer, you will have the option to remain out of contract with your Lifetime Price Guarantee or take out a new contract on the same or another package.
Unlike many other providers, we will not take the end of your contract as an opportunity to hike your price. What’s more, should you begin a new contract, your price will again be fixed for the duration of that contract.
If you signed up after 1st June 2022, should you choose to remain with Zen on an out of contract basis, your price may increase from time to time based on external factors impacting our ability to deliver a consistently high level of service.
From time to time, we do make changes to our customers’ products to ensure they are getting the most from their Zen connections, but without asking customers to sign up for a new contract. With this in mind, if you signed up with our Price for Life, then we will honour this for any migrations made by Zen.
If you’ve not upgraded or become a customer since the 1st June 2022 and you have a bundled broadband and connectivity service then Price for Life will be included in your terms and conditions. If you chose to move products from 1st June 2022, you’ll be on our new Zen Price Promise.
Any new contract after 1st June 2022 will be covered by our Zen Contract Price Promise. This is a guarantee that the price you pay will remain the same throughout the lifetime of your new contract.
If you decide to retain your Zen service after moving house, you will need to begin a new contract. This new contract will be covered by the Zen Contract Price Promise, and you will no longer therefore be covered by the Price for Life.
No, this is not notification of a price change. The end of our Price for Life guarantee and subsequent introduction of the Zen Contract Price Promise simply allows us the ability to increase out of contract prices should it be deemed necessary in the future.
