By subscribing to PluxNet Fibre's services, you agree to these Terms & Conditions ("Agreement"), which govern your month-to-month use of our fibre internet services under the Fibre Network Operator (FNO). This Agreement also incorporates relevant upstream provider terms where applicable, and all references to services include both PluxNet Fibre's and upstream network services.
3.1 RICA Compliance: Clients must provide a valid South African ID and proof of residential address prior to service activation. Services cannot be activated without these documents.
3.2 CPA Compliance: All cancellation, subscription, and billing terms comply with the Consumer Protection Act, including fair disclosure of fees, reasonable cancellation charges, and protection of consumer rights.
3.3 ICASA and ISP Compliance: PluxNet operates in full compliance with ICASA licensing requirements for ISPs, including data retention, fair usage, and service provisioning obligations.
3.4 Upstream Provider Agreements: All services may rely on upstream providers. PluxNet retains the right to modify technical delivery methods to comply with upstream provider terms. Any service interruptions caused by upstream providers do not constitute breach of PluxNet obligations, provided reasonable efforts are made to restore service.
4.1 Month-to-month subscription.
4.2 Fees billed in advance; first month prorated.
4.3 The first month's subscription may be billed either on a pro-rata basis or at the full monthly rate, depending on the option selected by the client at the time of order. Payment of the initial invoice is required to confirm activation. Thereafter, subscription fees are billed monthly in advance on the client's preferred payment date.
4.3.1 Clients activated mid-month may choose:
a) Pro-rata billing for the portion of the month remaining, or
b) Full-month billing if the client prefers to align payment with their existing budget.
4.4 Non-payment may result in temporary suspension. Suspension for two consecutive months requires settlement of all outstanding fees plus reconnection fee.
4.5 All fees exclude VAT unless otherwise stated.
4.6 Clients must ensure equipment supports contracted service levels.
4.7 PluxNet reserves the right to adjust subscription fees, installation costs, or other charges at any time to reflect changes in operational costs, upstream provider fees, regulatory requirements, or inflation.
4.8 Clients will be notified of any price adjustments in writing, via email, SMS, or billing statement, at least 30 days before the new rates take effect.
4.9 Continued use of the service after the effective date of a price adjustment constitutes acceptance of the new fees.
4.10 Clients who do not agree to adjusted pricing may cancel in accordance with the Cancellation terms without penalty, except for applicable clawbacks or outstanding fees.
5.1 Clients may cancel with 30 days' written notice.
5.2 Cancellation within the first six months incurs a reasonable administration fee of R1 000 (CPA Section 14 compliance).
5.3 Subsidy Clawback: Where installation was subsidised: Clawback = Subsidy × (Remaining months ÷ Promotion term months)
5.4 After six months, no cancellation fee applies; only clawback if applicable.
5.5 Equipment must be returned in good condition; replacement costs apply for loss or damage.
6.1 All installed equipment remains property of PluxNet.
6.2 Lost/damaged equipment due to client negligence or theft: Router R550; Fibre ONT R0 (area-dependent).
6.3 Equipment must be returned upon cancellation or replacement costs apply.
| Fee Type | Amount (ZAR, excl. VAT) |
|---|---|
| Once-off Installation | R0 |
| Cancellation (≤ 6 months) | R1 000 |
| Reconnection | R200 |
| Router Replacement | R550 |
| Collection Fee | R250 |
| Change of Package / Migration | R0 |
| Replacement Costs | R1 800 |
Promotions, subsidies, or discounts will be clearly stated in the order confirmation and may include minimum service duration obligations. Failure to meet these obligations may trigger clawback, calculated as: Clawback = Subsidy × (Remaining months ÷ Promotion term months). The clawback amount is due within the 30-day cancellation notice period.
9.1 Activation Procedure: Scheduled within 5–14 business days after RICA compliance verification; includes hardware setup, testing, and service verification.
9.2 Service Level Commitment: 99.99% network uptime; downtime due to upstream providers or force majeure excluded.
9.3 Upgrades/Downgrades: Upgrades billed pro-rata and effective immediately; downgrades effective next billing cycle.
9.4 Migration: Same-network R0; different-network new installation fees plus clawback if applicable.
10.1 Compliance with ICASA regulations and fair usage policies.
10.2 Prohibited activities: illegal downloads, spamming, network abuse.
10.3 PluxNet may suspend or limit services for non-compliance or network abuse.
11.1 Submit complaints via email, phone, or online portal.
11.2 Acknowledged within 24 hours, resolved within 5 business days.
11.3 Escalation to complaints@pluxnet.co.za; unresolved complaints may be reported to ICASA.
12.1 Must be raised within 14 days of invoice.
12.2 Disputes investigated and corrected where necessary.
13.1 PluxNet welcomes honest feedback and reviews from clients to improve service quality.
13.2 Clients are expected to provide truthful, accurate, and fair reviews of their experience.
13.3 The submission of false, misleading, defamatory, or malicious reviews is strictly prohibited.
13.4 PluxNet reserves the right to take appropriate legal action where such reviews cause reputational or financial harm.
13.5 Providing constructive feedback through official PluxNet channels is encouraged and will not result in any liability.
14.1 Personal data collected for service provision, billing, legal compliance, and service improvement.
14.2 Data retention limited to legally required periods.
14.3 Clients may access, correct, or request deletion of data, except where retention is legally required.
14.4 Data may be shared with FNOs, upstream providers, or collection agencies strictly for service provision or legal recovery.
15.1 Client Responsibility: Clients are responsible for ensuring all PluxNet-installed equipment on their premises is secure and protected against theft, vandalism, or damage.
15.2 Vandalism or Damage: PluxNet is not liable for service interruptions caused by vandalism, theft, or intentional damage to network infrastructure.
15.3 Power Outages and Force Majeure: Service may be temporarily unavailable due to power outages, natural disasters, or events beyond PluxNet's control.
15.4 Equipment Protection: Clients are encouraged to use UPS, surge protectors, and secure mounting for all PluxNet equipment.
15.5 Upstream Provider Incidents: PluxNet is not responsible for interruptions caused by upstream provider failures.
16.1 Clients are provided unique login credentials to access the Customer Portal and are responsible for maintaining confidentiality.
16.2 PluxNet is not liable for loss, damage, or unauthorized transactions due to compromised credentials.
16.3 Wi-Fi credentials are for client use only; sharing or publishing is prohibited.
16.4 Clients are responsible for all activity on their Wi-Fi network.
16.5 Password resets require client identity verification.
17.1 PluxNet may distribute services through authorized resellers or third-party distributors.
17.2 Clients subscribing through a Reseller remain subject to these Terms & Conditions.
17.3 PluxNet is responsible for the provision of services, billing, and support. Resellers act as intermediaries for sales and may provide limited support but cannot modify terms of service.
17.4 PluxNet is not liable for any statements, promises, or representations made by a Reseller that contradict these Terms & Conditions.
17.5 Resellers are required to adhere to all regulatory, privacy, and consumer protection obligations.
17.6 Clients may contact PluxNet directly for complaints, disputes, or service issues regardless of whether service was sold via a Reseller.
18.1 PluxNet accepts EFT, card payments, debit orders, and manual payment options (cash deposits at designated branches or partner locations).
18.2 Clients choosing manual payment options are responsible for ensuring timely and accurate payment. Payments must reference the client account number.
18.3 PluxNet is not responsible for delays, processing errors, or misapplied payments caused by incorrect payment information.
18.4 Late or missed manual payments may result in service suspension, additional fees, or reconnection charges.
18.5 Proof of payment should be submitted promptly if requested by PluxNet to resolve billing discrepancies.
This section applies only to services delivered through Fibre Network Operators (FNOs). It does not apply to services provided on the PluxNet-owned network.
19.1 PluxNet may conduct a credit assessment or credit bureau check for clients who request service activation without upfront payment. Such checks will only be performed with the client's consent.
19.2 Where no credit assessment is conducted or credit approval is not granted, services will only be activated once payment has been received in advance.
19.3 Where services are approved on a post-payment basis, PluxNet may require payment via debit order as the preferred payment method.
19.4 Failure to pay for services rendered may result in suspension or termination.
19.5 In the event of non-payment, PluxNet reserves the right to refer the outstanding account to a registered debt collection agency and/or report the account to relevant credit bureaus.
19.6 The client remains liable for all outstanding amounts, including any applicable collection costs, legal fees, or additional charges incurred as a result of non-payment.
This Agreement is governed by the laws of the Republic of South Africa. Disputes resolved by South African courts.
By using PluxNet services, the client confirms they have read, understood, and agreed to these Terms & Conditions.
Client Details:
Full Name:
Physical Address:
Contact Number:
Client Signature: Date: