The Zen Internet Consumer Broadband Affiliate Programme (“Programme”) enables approved Partners (“You”, “Your”) to promote Zen’s (“We”, “Our”, “Us”) residential broadband and related services (“Services”) through Awin. Partners receive commission for verified sales generated through approved tracking links.
These terms & conditions (“Terms”) govern acceptable promotional practices, tracking, performance expectations, and conduct within the Programme.
1. Partner Obligations
1.1 General Requirements
You agree to:
- Promote Zen Internet using ethical and professional marketing practices.
- Follow all instructions, brand guidelines, and promotional requirements provided by Zen Internet.
- Ensure your website or channel complies with all advertising regulations and contains no unlawful, misleading, or inappropriate content.
- Avoid making false, exaggerated, or misleading statements about Zen Internet or its services.
- Refrain from activity that may harm Zen Internet’s reputation or brand.
- Affiliates must comply with all applicable laws and regulatory requirements including, but not limited to, the UK CAP Code, ASA guidance, Ofcom regulations, Consumer Protection from Unfair Trading Regulations 2008, and any applicable telecommunications marketing regulations.
- Affiliates must ensure that all service claims including pricing, speed, availability, and promotional offers are accurate, current, and capable of substantiation. Affiliates must promptly update or remove outdated or inaccurate information when notified by Zen Internet.
- Zen Internet reserves the right to audit the Affiliate’s website, promotional platforms, and marketing activity to ensure compliance with these Terms, brand guidelines, and applicable regulations.
1.2 Prohibited Conduct
You must not:
- Promote unapproved voucher codes, discounts, or incentives.
- Impersonate Zen Internet or misrepresent your affiliation.
- Use unapproved promotional materials or modify Zen creative assets.
- Engage in fraudulent, misleading, or artificially inflated traffic generation.
- Use Zen Internet trademarks (or similar variations) in domain names, apps, social media accounts, or other digital properties without written permission.
- Use technologies or tactics that artificially generate clicks, tracking activity, or commissions (including adware, spyware, cookie stuffing, click injection, or forced redirects).
- Promote Zen Internet through software, browser extensions, toolbars, or downloadable applications without prior written approval.
2. Company Rights
Zen Internet reserves the right to:
- Review, suspend, or terminate your participation at any time.
- Reject or reverse commissions associated with fraud, misuse, or policy breaches.
- Remove or request removal of promotional materials that are inaccurate or non-compliant.
- Withhold commission for sales that are cancelled, unpaid, or attributed to prohibited practices.
- Request full disclosure of traffic sources, promotional methods, and sub-affiliate activity at any time. Failure to provide this information may result in suspension or termination from the Programme.
3. Promotional Approval Requirements
If you wish to run activity requiring Zen Internet approval (e.g., PPC, email campaigns, comparison grids, advertorials), you must provide a written proposal through Awin or via email to lauren.jackson@zeninternet.co.uk. Approval or rejection is at Zen Internet’s discretion.
4. Paid Search (PPC) Policy
Zen Internet operates a strict PPC policy.
Affiliates are not permitted to:
- Bid on “Zen Internet”, “Zen Broadband”, brand and generic terms, or misspellings.
- Use the Zen Internet name, trademarks, or variants in ad copy or display URLs.
- Direct link to the Zen Internet website from search ads.
- Bid on competitor and brand combinations (e.g., “BT vs Zen”).
Affiliates must:
- Add Zen brand terms and misspellings to negative keyword lists.
Any PPC activity may only occur with prior written authorisation from Zen Internet.
Zen Internet reserves the right to monitor paid search activity and require immediate amendment or suspension of campaigns found to breach this policy.
5. Commission Structure
Commission rates will be agreed individually with each Affiliate and communicated via the Awin platform, insertion order, or written confirmation from Zen Internet.
Zen reserves the right to offer tiered, promotional, or bespoke commission arrangements to selected Affiliates.
Unless otherwise agreed in writing, the standard Programme commission rates displayed within Awin will apply.
You will earn commission for each approved Consumer broadband sale tracked through Awin in accordance with this clause 5.
Commission details:
Zen Internet will confirm whether a transaction qualifies for commission based on internal validation rules.
Commission is not payable on:
- Existing customer upgrades or renewals
- Duplicated, fraudulent, or unpaid orders
- Cancelled orders, unless otherwise agreed
- Orders attributed to prohibited PPC or non-compliant practices
Commission will only become payable once a customer order has been successfully installed, activated, and remains live beyond any applicable cooling-off or cancellation period.
Zen does not guarantee any specific level of traffic, conversions, sales, or commission. Earnings depend on customer activity and affiliate compliance with these terms.
Zen may revise commission rates with 7 days notice via Awin.
6. Tracking, Cookie Duration & Validation
- Tracking is provided by Awin using approved tracking links.
- Cookie duration: 30 days
- Validation window: 90 days for approval or rejection of transactions.
- Zen Internet applies internal de-duplication rules where multiple channels claim the same sale.
Where there are multiple claims for the same sale, they will take priority in the following order;
- Zen Direct & Paid (e.g. PPC and Paid Social)
- Zen Organic (e.g. SEO)
- Approved affiliate click (last click wins within the tracking window)
Tracking outcomes are dependent on correct implementation of affiliate links and Zen shall not be liable for tracking failures caused by Affiliate technical implementation errors.
7. Creative Assets & Intellectual Property
Unless this Agreement states otherwise, nothing in this Agreement will transfer any party’s IP to the other.
Affiliates may only use:
- Assets provided within Awin
- Assets explicitly approved by Zen Internet
You may not alter or reuse creative materials without prior written consent.
8. Sub-Affiliates & Third Parties
If you use third parties, networks, or partners:
- You must disclose them to Zen Internet in advance.
- You are responsible for ensuring their compliance with this Agreement.
- You must ensure that any third-party tracking, analytics, or promotional platforms used comply with these terms, do not interfere with Zen Internet tracking, and do not violate applicable laws or regulations.
Failure to disclose or ensure compliance may result in removal from the Programme and loss of commission. Affiliates remain fully liable for all activity conducted by sub-affiliates or outsourced partners.
9. Transaction Queries
Disputes must be submitted within 30 days of the transaction date. Zen Internet’s decision is final.
10. Technical & Reporting Responsibilities
You are responsible for maintaining the availability, functionality, and security of your websites, applications, and promotional platforms used to promote Zen Internet.
You must notify Zen Internet promptly, and in any case within 24 hours of becoming aware of any of the following issues:
- Website or promotional platform outages
- Technical Failures
- Tracking issues
- Broken links
- Incorrect product feeds
- Outdated promotions
- Security issues that may impact Programme activity
Zen Internet does not guarantee traffic volumes, conversion rates, or commission levels and shall not be liable for any loss of traffic, revenue, sales, or commission resulting from Affiliate platform downtime or technical failures.
Where Zen Internet reasonably determines that losses, regulatory exposure, or reputational damage arise directly from Affiliate negligence or breach of these Terms, Zen reserves the right to withhold or reclaim commission payments and/or suspend or terminate Programme participation.
11. Data Protection & Privacy
Affiliates must comply with all applicable data protection and privacy legislation including UK GDPR and PECR.
Affiliates must not collect, process, or store personal data relating to Zen Internet customers unless expressly authorised in writing.
Where Affiliates conduct email or SMS marketing, they must
- Obtain valid, verifiable marketing consent
- Clearly identify themselves as the sender
- Provide compliant unsubscribe mechanisms
- Not imply communication is sent directly by Zen Internet
12. Cashback, Incentives & Promotional Offers
Cashback, rewards, or incentive offers must be clearly disclosed and may only be promoted with prior written approval from Zen Internet.
Zen reserves the right to withdraw commission where incentive offers are misleading, undisclosed, or inconsistent with agreed promotional activity.
13. Confidentiality
Affiliates must keep confidential all commercial, technical, and operational information relating to the Programme including commission arrangements, promotional plans, and performance data.
14. Agreement Updates
Zen Internet may update this Agreement at any time. Updates will be communicated via Awin. It is the affiliate’s responsibility to maintain accurate contact details.
15. Termination
Zen Internet may terminate participation:
- With 7 days notice for normal removal
- Immediately for breach, fraud, PPC violations, or brand misuse
Affiliates may terminate participation at any time via Awin.
Upon termination, you must remove all Zen Internet materials immediately.
Zen Internet reserves the right to withhold unpaid commission where investigations into suspected non-compliance are ongoing.
16. Limitation of Liability
Zen Internet shall not be liable for indirect, consequential, or loss of profit arising from participation in the Programme. Zen Internet total liability shall not exceed commission paid to the Affiliate in the preceding 12 months.
17. Service Availability
Broadband availability and performance are subject to geographic and technical limitations. Affiliates must not guarantee availability or speeds beyond information provided by Zen Internet.
18. Force Majeure
Zen Internet shall not be liable for failure or delay in performance caused by events outside its reasonable control including network outages, regulatory action, or third-party supplier failure.
19. Governing Law
This Agreement is governed by the laws of England and Wales And the courts of England have exclusive jurisdiction to settle any disputes in relation to it.
