- Afrihost provides fibre Data Services to its Clients, and these Service Terms describe the terms on which those Services are provided to Clients.
- Detailed Service descriptions can be found on the Client Interface.
- Provision of Services by Afrihost is made possible by Services provided by Last-mile Providers, whose terms and conditions also apply to the Service.
- Clients may not resell the Services to third parties.
- The availability of Fibre Services is subject to the existence of a valid and operational Last-mile Provider Service
- POTENTIAL CLIENTS SHOULD CONFIRM THE AVAILABILITY OF THE LAST-MILE PROVIDER SERVICE IN THEIR PARTICULAR LOCATION PRIOR TO PURCHASING OR ORDERING ANY FIBRE SERVICE OR HARDWARE FROM AFRIHOST. THE AVAILABILITY OF FIBRE SERVICES CAN BE CHECKED VIA OUR FIBRE AVAILABILITY MAP ON THE CLIENT INTERFACE, BUT AFRIHOST MAKES NO WARRANTY AS TO THE ACCURACY OF THIS RESOURCE, WHICH IS PROVIDED BY OUR LAST-MILE PROVIDERS.
- All hardware provided by Last-mile Providers will remain property of said Last-mile Provider into perpetuity.
- Clients are prohibited from removing, dismantling, damaging and/or interfering with the Last-mile Providers equipment such as ONT devices in any way or form so as to compromise the integrity of the Last-mile Provider equipment.
- Should a Client cancel their Service and not migrate to another ISP on the same Last-mile Provider, they will be required to return the fibre modem of the Last-mile Provider as the hardware is specific to each Last-mile Provider.
- WiFi routers provided by Afrihost will remain the property of Clients upon cancellation, subject to paying any outstanding Fees. WiFi routers can be reused when switching Last-mile Providers.
- Identity Verification as per RICA legislation is dealt with in the General Terms.
- Payment is dealt with as described in the General Terms.
- Afrihost will assume that the Fibre line provisioned to a Client is in good working order until such time as the Client advises Afrihost Support of any problems or Service breaks.
- Any faults or Service interruption should be reported via one of the channels available on the Client Interface.
- Clients acknowledge that Fibre Service speeds are provided on a “best-effort” basis, subject to the Last-mile Provider’s line constraints and demand on the Afrihost network at any given point. The Client therefore agrees that varying Fibre Service speeds does not constitute a fault.
- The Last-mile Provider will attend to faults reported by the Client during office hours and the relevant party will apply its reasonable endeavours to have the Fibre Service restored in the shortest possible time.
- IF THE LAST-MILE PROVIDER DETERMINES THAT THE FAULT REPORTED BY THE CLIENT WAS CAUSED BY THE CLIENT, THE CLIENT SHALL BE LIABLE FOR PAYMENT OF THE RELEVANT CALL-OUT CHARGE AND REPAIR COSTS AS
- Cancellation of any Fibre service is the Client's responsibility and all tools to effect such cancellation are provided in Client Interface. The Client is responsible for ensuring that such cancellation of service is actioned with due attention to terms of cancellation, as well as cancellation conditions which require the Client to specifically indicate a required process (for example whether a Fibre line rental Service should be moved back to the Last-mile Provider or cancelled entirely). Should the Client incorrectly complete the cancellation process, Afrihost will not be liable for any additional costs or compensation to the Client due to the error.
- In the event that the Client remains in default for Fibre Services by the last day of a Calendar Month, Afrihost may initiate termination procedures effective at the end of that month. Should it do so, the Client’s Service will be suspended pending termination of the Service. The Client will remain liable for all accrued Fees during the suspension period, including but not limited to any promotional cancellation Fees.
- One calendar month cancellation notice is required. Clients will have until 23:00 on the last day of the month to submit the cancellation. Should a client submit a cancellation after 23:00 on the last day of the month, the effective cancellation date will be in two months.
- Should you cancel your Pure Fibre less than 6 (six) months from activation, or your account falls into arrears, you will be charged a cancellation fee of R999.00 (nine hundred and ninety-nine Rand). This cancellation fee is NOT applicable to Vuma Reach.
- A Fibre line that is pending cancellation can be reactivated up until seven days before the effective cancellation date.
- If you receive a Fibre router from Afrihost and you cancel your pending order before installation is completed:
- You will have to return your router - undamaged and in its original packaging - within 14 (fourteen) days from cancellation.
- Afrihost's warehouse will assess the condition of the router before it can be deemed as in good condition.
- Should you not return the router within the specified time or if our warehouse does not deem the router condition to be satisfactory, you will be charged a fee of R999.00 (nine hundred and ninety-nine Rand).
- In the event that the client remains in default for Fibre services by the last day of the month, Afrihost shall initiate termination procedures effective at the end of said month. The client shall remain liable for all accrued fees and charges during any suspension period, including but not limited to any promotional cancellation fees.
- Afrihost monitors its systems for performance and accounting purposes. The information gained thereby and by any other means may be used to ensure compliance with the Service Terms and our Acceptable Use Policy.
- In addition to the limitations on liability and indemnities set out in the General Terms, Afrihost accepts no liability for any loss or damage to the property or equipment of the Client arising out of the provision, installation or maintenance of the Fibre Service.
- APPLICATION FOR, USE OF, AND SUBSCRIPTION TO THIS SERVICE IS AT THE SOLE RISK OF THE CLIENT OR APPLICANT.
- Uncapped Fibre Data is not throttled or shaped. However, there may be circumstances beyond the control of Afrihost that may vary performance, based on demand, service breakdowns or technical outages. During this time, some Services may be affected and not perform optimally. Afrihost will endeavour to improve or optimise Services as much as possible during such periods as part of its duty to deliver the best service experience. This will not constitute shaping or throttling.
- Service description
- 12.1.1. Vuma Reach is a prepaid Service that helps Clients in certain areas get easy access to affordable, reliable and fast internet Services from the comfort of their homes.
- 12.1.2. Detailed Service descriptions can be found on the Client Interface.
- 12.1.3. Provision of the Vuma Reach Service is made possible by Vuma as a Last-mile Provider, whose terms and conditions apply to Clients.
- 12.2. No installation Fee will be charged for Vuma Reach Services subject to clause 12.3 below.
- 12.3. What is included in your free installation?
- 12.3.1. Routing of the fibre cabling from the connection point to where the fibre ONT/Router will be installed.
- 12.3.2. 30 metres of fibre cabling from the connection point to the installation point.
- 12.3.3. The first 30m of the fibre cabling is included in your installation. Should you require more than the 30m cabling the Vuma Reach appointed contractor will assist at a charge of R50 per additional metre.
- 12.3.4. Up to 5m of trenching at 150 to 200mm depth – not crossing paving, concrete, tiles, tar, or where a self-inflicted fibre break may occur (Including but not limited to pets, people, etc.) White conduit up to a maximum of 5m will be supplied.
- 12.3.5. Mounting of the ONT with screws and masonry plugs.
- 12.3.6. Once the order is accepted, it will take either of the two routes
- 12.3.6.1. New installation (No installation at the premises)
- 12.3.6.2. Service activation (Existing connection at the premises)
- 12.4. Payment terms:
- 12.4.1. Vuma Reach billing is handled by third parties (PayFast and EasyPay). In order for the Application for Services to be accepted, the full Service Fee needs to be paid upfront via the payment link sent to Clients after successful order placement.
- 12.4.2. The activation date is when the Client can start using the Vuma Reach Service.
- 12.4.3. Pro-rata Fees are calculated from the activation date to the end of that same Calendar Month. For example, if a Client’s Vuma Reach Service is activated on 17 January, the Pro-rata Fee will be calculated until 31 January being 15 days.
- 12.4.4. The Pro-rata Fee for Services used in the initial Calendar Month will be charged on the 2nd payment of your Service, which will be at the beginning of the next Calendar Month.
- 12.4.5. THE CLIENT UNDERSTANDS THAT NO PAYMENT SHOULD BE MADE TO AFRIHOST IN RESPECT OF THE VUMA REACH SERVICES. IF A CLIENT MAKES AN ERRONEOUS PAYMENT TO AFRIHOST DIRECTLY, THE CLIENT MUST SUBMIT A REFUND REQUEST. REFUNDS CAN TAKE UP TO 14 DAYS ONLY ONCE THE CLIENT HAS SUBMITTED SUPPORTING DOCUMENTATION AS REQUIRED BY AFRIHOST.
- Vuma Reach Prepaid
- 12.4.6. Clients can choose to pay using PayFast or EasyPay each month using the reference number allocated to them.
- Vuma Reach Prepaid Recurring
- 12.4.7. Clients can choose a recurring payment for their Vuma Reach Service.
- 12.4.8. Clients will choose either PayFast or EasyPay and will be bound to the Client’s selected third-party for all future payments.
- 12.5. Cancellation terms:
- 12.5.1. These cancellation terms apply to both Vuma Reach Prepaid and Vuma Reach Prepaid Recurring.
- 12.5.2. A flat-rate cancellation Fee does not apply to Vuma Reach Services.
- 12.5.3. Double your money back claim is not applicable to Vuma Reach.
- 12.5.4. All cancellations must be submitted before our billing run via the Client Interface.
- 12.5.5. It is recommended that all cancellations are submitted by no later than the 15th of the month so that the Services are cancelled by the end of the same Calendar Month.
- 12.5.6. Any cancellation submitted on or after the 15th will be cancelled the following Calendar Month.
- 12.5.7. When moving premises, the ONT is to be left at the old premises as it remains the property of Vuma Reach as the Last-mile Provider.
- Cancelling Vuma Reach Prepaid
- 12.5.8. In addition to the above payment terms, Vuma Reach Prepaid Clients must submit a cancellation on the Client Interface to cancel the Service and the third party reference number (for either PayFast or EasyPay).
- 12.5.9. Vuma Reach Prepaid Clients agree that should they not submit a valid cancellation, the third party reference number will still be active.
- 12.6. Proof of address:
- 12.6.1. We require your proof of address if we are unable to plot your address for order placement with Vumatel Reach. We will need:
- 12.6.1.1. Utility bill/municipal bill, lease agreement, and/or proof of purchase (not older than 3 months old) is required.
- 12.6.1.2. Clothing account statements will NOT be accepted.
- 12.6.1.3. Invoices from different ISPs will NOT be accepted.
- 12.6.2. If an address needs to be created, a ticket will be logged for premises creation which takes up to 24 - 48 hours to be completed. Clients agree to provide their Google Maps co-ordinates or location pin on top of the location where the Service is to be used in order to create the address.
- 12.7. Active service with another ISP:
- 12.7.1. If you are moving from one ISP to another, please make sure that the line is cancelled and released.
- 12.7.2. If you are moving into a property or unit with an existing installation, we will need the following to activate the Service:
- 12.7.2.1. Google Maps co-ordinates or location pin on top of the address where the Service is to be used.
- 12.7.2.2. Proof of address.
- 12.7.2.3. Patience: after giving us the Proof of Address the premise takes up to 72 hours to clear on Vumatel's system. We can only place the new order thereafter.
- 12.7.3. By signing up with Afrihost, you give consent for Afrihost to share your contact details with affiliated companies for limited marketing purposes which include Last-mile Providers which you select.
- 12.8. Connect with Afrihost Pure Fibre and Save up to R5000 Offer:
- 12.8.1. Vuma Reach is not part of the Pure Promo offer.
- 12.9. Refunds:
- 12.9.1. Refunds are accepted for the following reasons (in addition to grounds for refunds set out in the General Terms):
- 12.9.1.1. Area not live, not continue with the order.
- 12.10. No credit for downtime:
- 12.10.1. Clients will not be credited for downtime where such downtime lasts for 9 days or less.
- 12.11. Changing service
- 12.11.1. Upgrades:
- 12.11.1.1. A Client can apply for a Service change anytime during their current active Service period.
- 12.11.1.2. The Service change request will be queued for activation within approximately 15 mins after the Service change order creation.
- 12.11.2. Downgrades:
- 12.11.2.1. A Client can only apply to downgrade their Vuma Reach Service 32 days after the date that the Client initially signed up or 32 days after the date of upgrading to another package.
- 12.11.3. Payment Options:
- 12.11.3.1. The Client will not be presented with any payment options. The amount owing of the new Service will be debited from their current debit/credit card details that have been captured on the Payfast or EasyPay system on the next recurring billing date.
- 12.11.3.2. Please note: The system will execute a termination of the initial Service immediately and activate the new upgraded Service within approximately 15 minutes after the Service change order creation.
- 12.11.3.3. A downtime window of 15 minutes can be expected between Service termination and new Service activation.
- 12.11.4. Payments when changing service:
- 12.11.4.1. On the next recurring payment date, the amount owing of the new upgraded Service will be debited against the Clients' debit/credit card.
- 12.11.4.2. If this payment on the next recurring payment date is successful, the new Service will remain active until the following recurring payment date.
- 12.11.4.3. If the payment on the next recurring payment date has failed, the new Service will be in a suspended status, and the Client will be restricted from using many functionalities on the Client Interface. The Service will remain in a suspended status for 7 days, pending payment of the new Service.
- 12.11.4.4. Please note: Service can be suspended up to a maximum of 7 days, with a pending payment, after which the Service will be terminated if no successful payment was made.
- 12.11.4.5. If payment is made within the 7 days, the suspension will be lifted immediately, and the Service will be reactivated.
- 12.11.4.6. If the Client does not make payment within 7 days the Service will be terminated.
- 12.11.5. Pro-Rata payments:
- 12.11.5.1. No Pro-Rata payments will be applicable in the case of Service changes. The billing cycle will continue as per normal, and the amount debited for the current month will be that of the retail price of the new Service.
- 12.12. Personal Information processing by Third Parties:
- 12.12.1. By making use of Vuma Reach, the Client consents to the data collection, receipt, recording, organising, collating, storing, updating or modification, retrieval, alteration, consultation, use, dissemination (sharing) by transmission, distribution or making available in any other form, merging, linking, restricting, degrading, erasing or destroying or otherwise processing personal information by Third Parties such as PayFast, EasyPay and Joy Works (Pty) Ltd.
- 12.12.2. Clients confirm that Third Parties such as Joy Works (Pty) Ltd may supply Afrihost with collected data including personal information and that all information supplied shall be correct and up to date.
- 12.12.3. The Client acknowledges that if the Client does not agree to the processing of its personal information, that the Service cannot be delivered to the Client by Afrihost or Third Parties.
- 12.12.4. If the Agreement between Afrihost and the Client terminates for any reason, the above consent will be automatically removed and Afrihost will no longer access the personal information of that Client, subject to any residual rights to process such personal information that Afrihost may have in law.
- Promotional period details:
- For the promotional period of 5 December 2024 until 31 May 2025 only, Afrihost is offering Clients a promotion if signing up with Cybersmart. For this limited promotional period, Clients who signup for Fibre Services and select Cybersmart as their Last-mile Provider will receive the 1000Mbps package at ZERO cost (R0.00) per month until 31 May 2025.
- For example, if a Client signs up on 6 December 2024, the Client will enjoy no monthly fees until 31 May 2025.
- Another example is where a Client signs up on 1 April 2025. The Client will enjoy no monthly Fees until 31 May 2025.
- Billing after 31 May 2025:
- Clients who signed up at any time during the promotional period, will, from 1 June 2025, automatically transition to being billed standard Fee rates for Fibre Services using Cybersmart at the rate of R799.00 per month for the 1000Mbps package. Should the Client cancel this agreement or fall into arrears in respect of the Fibre Service with Cybersmart as the Last-mile Provider within 6 (six) months starting from 1 June 2025, the Client agrees to be billed a cancellation/penalty fee of R999.00.
- After 31 May 2025, Clients who sign up for Fibre Services using Cybersmart as their Last-mile Provider will not qualify for any promotional benefits, will be billed at the standard Fee rate which is R799.00 per month for the 1000Mbps package and will also be billed an activation Fee of R599.00. Should any Client cancel this agreement or fall into arrears in respect of the Fibre Service with Cybersmart as the Last-mile Provider within 6 (six) months of signing up, the Client agrees to be billed a cancellation/penalty fee of R999.00.
