Terms & Conditions
1. Agreement to Terms
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.
2. Definitions
- Activation/Installation Costs: Labour, materials, hardware, and setup required to activate fibre service.
- Subsidy: Any portion of Activation/Installation Costs covered by PluxNet as part of a promotion.
- Clawback: A proportional repayment of subsidies if service is cancelled before the minimum promotional period.
- Reconnection Fee: Fee to restore service after suspension or termination.
- Collection Fee: Fee for retrieving PluxNet-owned equipment after cancellation.
- Promotions: Discounts, subsidies, or waivers recorded in the client’s order confirmation.
- Service Provider/Upstream Provider: Any third-party operator responsible for delivering network infrastructure, bandwidth, or upstream connectivity.
- Client: The individual or entity subscribing to PluxNet Fibre services.
- CPA: The South African Consumer Protection Act (No. 68 of 2008).
- ICASA: Independent Communications Authority of South Africa, governing telecom and ISP operations.
- POPIA: Protection of Personal Information Act (No. 4 of 2013).
3. Regulatory Compliance
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. Service and Billing
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 (pro-rata or full) is required to confirm activation of the service. Thereafter, subscription fees are billed monthly in advance on the client’s preferred payment date.
4.3.1. Clients activated mid-month may choose one of the following billing options:
- Pro-rata billing for the portion of the month remaining, or
- Full-month billing if the client prefers to align payment with their existing budget or payment habits.
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 the adjusted pricing may cancel their service in accordance with the Cancellation and Termination terms without penalty, except for any applicable clawbacks or outstanding fees.
5. Cancellation and Termination
5.1. Clients may cancel with 30 days’ written notice.
5.2. Cancellation within the first six months incurs a reasonable administration fee of R1000 (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. Equipment
6.1. All installed equipment remains property of PluxNet.
6.2. Lost/damaged equipment due to client negligence or theft invoiced: Router R550; Fibre ONT R0 depending on the area
6.3. Equipment must be returned upon cancellation or replacement costs apply.
7. Fees
- Fee Type Amount (ZAR, excl. VAT)
- Once-off Installation R0
- Cancellation (≤6 months) R1000
- Reconnection R200
- Router replacement R550
- Collection Fee R250
- Change of Package R0
- Migration R0
- Replacement Costs R1800
8. Promotions
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.
This is calculated as:
Clawback = Subsidy × (Remaining months ÷ Promotion term months)
The clawback amount is due within the 30-day cancellation notice period.
9. Onboarding, Activation and Technical
9.1. Activation Procedure: Scheduled within five to fourteen 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; change fee applies.
9.4. Migration: Same-network R0; different-network new installation fees plus clawback if applicable.
10. Customer Service & Usage Policy
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. Complaints Policy
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 PluxNet Complaints complaints@pluxnet.co.za; unresolved complaints may be reported to ICASA.
12. Billing Disputes
12.1. Must be raised within 14 days of invoice.
12.2. Disputes investigated and corrected where necessary.
13. Reviews and Feedback
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 about PluxNet, its employees, services, or products is strictly prohibited.
13.4. PluxNet reserves the right to take appropriate action, including requesting removal of the false review, reporting it to the platform hosting the review, or pursuing legal remedies, including claims for damages, where such reviews cause reputational or financial harm.
13.5. Providing constructive feedback through official PluxNet channels (email, support portal, or complaints process) is encouraged and will not result in any liability.
14. Privacy & Data Protection (POPIA)
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 legally required.
14.4. Data may be shared with FNOs, upstream providers, or collection agencies strictly for service provision or legal recovery.
15, Network Security and Service Disruptions
15.1. Client Responsibility: Clients are responsible for ensuring that all PluxNet-installed equipment on their premises is secure and protected against theft, vandalism, or damage. Negligence resulting in damage or loss may incur replacement or repair fees.
15.2. Vandalism or Damage: PluxNet is not liable for service interruptions caused by vandalism, theft, or intentional damage to network infrastructure, whether on client premises or public areas.
15.3. Power Outages and Force Majeure: Service may be temporarily unavailable due to power outages, natural disasters, acts of God, or other events beyond PluxNet’s control. PluxNet will use reasonable efforts to restore service promptly but cannot guarantee uptime during such events.
15.4. Equipment Protection: Clients are encouraged to use uninterruptible power supplies (UPS), surge protectors, and secure mounting for all PluxNet equipment to reduce risk of service interruption or damage.
15.5. Upstream Provider Incidents: PluxNet is not responsible for interruptions caused by upstream provider failures, including but not limited to fibre cuts, switch failures, or network upgrades.
16. Customer Portal and Wi-Fi Credentials
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; PluxNet may suspend or limit service for illegal or abusive activities.
16.5. Password resets require client identity verification.
17. Resellers and Third-Party Distributors
17.1. PluxNet may distribute services through authorized resellers or third-party distributors (“Resellers”).
17.2. Clients subscribing through a Reseller remain subject to these Terms & Conditions, including all fees, cancellation, usage, and service obligations.
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 the 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, including ICASA, CPA, and POPIA requirements.
17.6. Clients may contact PluxNet directly for complaints, disputes, or service issues, regardless of whether the service was sold via a Reseller.
18. Payment Methods
18.1. PluxNet accepts various payment methods, including electronic (EFT, card payments, debit orders) and manual payment options (cash deposits at designated bank 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 to ensure proper allocation.
18.3. PluxNet is not responsible for delays, processing errors, or misapplied payments caused by incorrect or incomplete payment information provided by the client.
18.4. Late or missed manual payments may result in service suspension, additional fees, or reconnection charges, in accordance with the Billing and Cancellation terms.
18.5. Proof of payment should be submitted promptly if requested by PluxNet to resolve any billing discrepancies.
19. Credit Checks and Payment Risk Assessment(FNO Services Only)
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 Clients requesting post-payment service activation may be approved based on the outcome of the credit assessment. Where no credit assessment is conducted, or where 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 following a successful credit assessment, PluxNet may require payment to be made via debit order as the preferred payment method. PluxNet may, at its discretion, allow alternative payment arrangements.
19.4 Failure to pay for services rendered may result in the suspension or termination of services in accordance with PluxNet’s Billing and Cancellation terms.
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. This may negatively affect the client’s credit record.
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.
20. Governing Law
This Agreement is governed by the laws of the Republic of South Africa. Disputes resolved by South African courts.
- Acceptance Acknowledgement
By using PluxNet services, the client confirms they have read, understood, and agreed to these Terms & Conditions.
