Terms & Conditions

Provision of Services and Authorisation

This Fibre-to-the-Home Terms and Conditions ("Agreement") governs the provision of fibre internet services purchased through the online portal ("Portal").

By selecting a service package and completing the signup process, the customer ("Customer") agrees to the terms and conditions outlined below.

The Customer wishes to acquire the services from Zip Connect (Pty) Ltd with registration number 2025/805086/07 ("Service Provider"), which services Zip Connect (Pty) Ltd agrees to provide to the Customer, subject to this Agreement.

1. Service Overview

1.1 The Portal enables Customers to select and purchase a Fibre-to-the-Home ("FTTH") internet service package on a month-to-month basis.

1.2 Each selected package includes the provision of a router required for use with the fibre service.

1.3 The router provided forms part of the initial service setup and will become the property of the Customer once issued.

2. Installation and Activation

2.1 Upon signup, the Customer will be charged a once-off installation and activation fee.

2.2 This fee will be payable at the time of signup via credit/debit card through the Portal.

2.3 Installation and activation will only be scheduled once payment has been successfully received.

2.4 The installation and activation fee is non-refundable, except in cases where the service cannot be installed due to technical limitations or where otherwise required by law.

2.5 Once the payment has been successfully received the Service Provider will install the router at the requested location.

2.6 The Customer must ensure that the required installation area in the Customer's premises is suitable for installation and that the Customer is satisfied with the chosen installation area, which should be centrally located in the Customer's premises and located near a plug point.

2.7 The Service Provider will use its reasonable endeavours to comply with the installation date requested by the Customer. The Service Provider will not be liable in any manner to the Customer for any loss arising from any delay in the provisions of the services or supply of the router, whether arising from an event of Force Majeure or due to any other reason whatsoever.

2.8 The Customer shall be liable for obtaining all the necessary permissions, approvals and consents necessary for the purpose of installation, including permission from the owner of the Customer's premises where the Customer is not the owner.

2.9 The Customer hereby indemnifies the Service Provider against any liability or costs which the Service Provider may incur due to the Customer's failure to obtain permission or approval as per clause 2.8.

2.10 Unless the Customer advises the Service Provider of any problems with the installation or services within 5 (five) business days from the time of installation, the Customer shall be deemed to have accepted that the installation was successful, and the services work as intended.

3. Router Provision

3.1 A router will be supplied to the Customer as part of the service package.

3.2 Ownership of the router will transfer to the Customer upon delivery or installation of said router at the Customer's premises.

3.3 The cost of the router is included in the service arrangement and is non-refundable.

3.4 If the router is found to be faulty upon installation due to manufacturing defects, it will be replaced with an equivalent unit.

3.5 Faulty routers will be exchanged only and will not qualify for a refund.

4. Monthly Subscription Fees

4.1 The Customer agrees to pay the selected monthly subscription fee for the chosen fibre package to the Company.

4.2 The first monthly subscription fee will be charged in full at the time of signup, regardless of the date of activation.

4.3 The service does not operate on a pro-rata basis, and the full monthly amount is payable regardless of the signup date.

4.4 Subsequent monthly payments will be collected via debit order in accordance with the mandate signed by the Customer.

5. Debit Order Mandate

5.1 The Customer agrees to complete and sign a Debit Order Mandate authorising the Service Provider to collect the monthly subscription fee.

5.2 The debit orders will be processed monthly on the agreed billing date.

5.3 Failure to maintain successful debit order payments may result in suspension or termination of services.

6. Suspension or Termination of Services

6.1 The Service Provider may, upon notice to the Customer, suspend part of or the full use of the services provided to the Customer, if the Customer fails to perform any obligation under this Agreement, or breaches any of the provisions in this Agreement.

6.2 Should the Customer's failure to meet obligations under this Agreement continue for a period longer than 30 (thirty) days, the Service Provider reserves the right to terminate this Agreement without any further notice to the Customer. The Company waives no rights in this regard.

7. Cancellation

7.1 The fibre service operates on a month-to-month basis.

7.2 Customers may cancel the service by providing 30 (thirty) days written notice.

7.3 Cancellation requests must be submitted through the official support channel or portal.

7.4 Should the Customer cancel the services within less than 30 (thirty) days, the Customer will be charged for the full month. The Customer should ensure that he/she cancels timeously in order to prevent charges being incurred.

7.5 The Customer remains responsible for all amounts due in terms of this Agreement up until the date of termination, together with any costs or expenses relating to the termination of this Agreement.

7.6 The Service Provider is entitled to immediately deactivate the services on the date of termination or cancellation and shall have no further obligation to the Customer after such termination or cancellation of the services.

8. Limitation of Liability

It is specifically agreed that the Service Provider shall not be liable for any damages or losses incurred by the Customer as a result of:

8.1 The services being interrupted, suspended or terminated for any reason whatsoever;

8.2 Communications to or from the Customer not being sent and/or received at all or on time for any reason whatsoever; or

8.3 The Customer using the services for illegal or improper purposes or causing damage to any network services or network providers.

8.4 The Service Provider will not be liable for any failure or delay in performance due in whole or in part to any cause beyond the Service Provider's control including but not limited to work stoppages, electricity disruptions, load shedding, fires, civil disobedience, riots, rebellions, acts of God and similar occurrences.

8.5 This Agreement only extends to the original client and is non-transferable.

8.6 Services will not be supplied if the Customer's account is not up to date.

9. Cession

9.1 The Customer may not cede, assign or in any other way transfer this Agreement to any third party without the express written consent of the Service Provider which consent shall not be unreasonably withheld.

9.2 The Service Provider shall be entitled, without notice to the Customer, to cede, delegate, sell or transfer all or any of its rights and/or obligations under this Agreement. If such cession, delegation, sale or transfer takes place, the Customer shall, from the date of such cession, deal with the delegate, purchaser, transferee or other person ("Recipient") in place of the Service Provider and, if so required by any such Recipient, comply with the instructions and directions of any such Recipient.

10. Refund Policy

10.1 Installation, activation, and router costs are non-refundable.

10.2 Refunds will only be considered where required by applicable law.

11. The Regulation of Interception of Communications and Provision of Communication-related Information Act (RICA) 70 of 2002

11.1 The Customer will provide and sign all documentation required in terms of this and other applicable Acts.

12. Protection of Personal Information Act 4 of 2013 (POPIA)

12.1 The Service Provider is committed to protecting the Customer's personal information in accordance with the provisions of POPIA.

12.2 By registering on the Portal and purchasing a fibre service package, the Customer acknowledges and consents to the Service Provider collecting, processing, storing, and using their personal information for purposes including, but not limited to:

12.2.1 Processing service applications and account registrations

12.2.2 Scheduling installation and activation of fibre services

12.2.3 Billing and payment processing

12.2.4 Debit order processing and financial administration

12.2.5 Customer support and service communications

12.2.6 Compliance with legal and regulatory requirements

12.3 The types of personal information collected may include, but are not limited to:

12.3.1 Full name and contact details

12.3.2 Identity or registration number where required

12.3.3 Physical installation address

12.3.4 Email address and telephone number

12.3.5 Payment and banking details for billing and debit order purposes

12.4 The Service Provider will take reasonable technical and organisational measures to safeguard personal information against loss, misuse, unauthorised access, disclosure, alteration, or destruction.

12.5 Personal information may be shared with trusted third parties where necessary for the provision of services, including but not limited to:

12.5.1 Installation contractors and network partners

12.5.2 Payment processors and banking institutions

12.5.3 Technical support providers

12.5.4 Regulatory or law enforcement authorities where legally required

12.6 All third parties processing personal information on behalf of the Service Provider will be required to comply with applicable data protection laws and confidentiality obligations.

12.7 Customers have the right to:

12.7.1 Request access to their personal information

12.7.2 Request correction or updating of inaccurate information

12.7.3 Object to the processing of personal information where permitted by law

12.7.4 Request the deletion of personal information where legally permissible

12.8 Requests relating to personal information may be submitted to the Service Provider through the official support or contact channels listed on the Portal.

13. Acceptance of Terms

By completing the signup process and selecting the acceptance option on the Portal, the Customer confirms that they:

13.1 Have read and understood this Agreement;

13.2 Agree to the pricing and payment terms;

13.3 Authorise the debit order mandate for recurring monthly payments; and

13.4 Accept the non-refundable nature of the installation and equipment costs.