VibeTel Legal Centre
Terms & Conditions
Residential service terms for VibeTel fibre and fixed-wireless subscriptions.
1. Parties and contract documents
For legal and contracting purposes, VibeTel is the residential connectivity service brand and division operated by NOWTECH (PTY) LTD, registration number 2016/139330/07. The agreement consists of the accepted service application or service order, these Terms & Conditions, the selected package and quotation, installation schedule, debit-order mandate, equipment purchase or rental terms, Router Care terms where selected, the Acceptable Use Policy, Fair Usage Policy, Privacy Notice and any applicable partner-network schedule. If there is a conflict, the signed service order and any expressly identified network-specific schedule take priority for the affected item.
2. Commencement, approval and activation
A website visit or WhatsApp enquiry is not a binding order. The agreement is concluded when the customer accepts the final service order and related documents. Installation and service activation remain subject to confirmed coverage, technical feasibility, signal or connectivity testing where applicable, safe site access, required property permissions, receipt of required customer documentation and approval of the agreed payment arrangements. The monthly service term starts on the activation date recorded by VibeTel.
3. Service supplied
VibeTel will provide the selected internet access service and any agreed equipment, voice or related data service in exchange for the charges recorded in the service order. The access technology may be VibeTel fibre, VibeTel fixed wireless or an approved partner network, depending on the installation address.
4. Residential use only
VibeTel Home is supplied to one private household at one registered residential address. Normal work from home, home CCTV remote viewing and ordinary smart-home use are permitted. The service is not a business service and does not include a business SLA, priority restoration or compensation for business loss. Resale, paid or public hotspots, neighbour sharing, guesthouses, student accommodation, multiple rental rooms, multi-dwelling redistribution and extension to another property require a separately approved service.
5. Initial term, expiry and renewal
The initial fixed term is 12 months from activation unless the accepted service order states otherwise. For a natural-person consumer, VibeTel will give the required recorded expiry notice not more than 80 and not less than 40 business days before the fixed term ends, including any material changes and the available continuation or termination options. Unless the customer directs termination or accepts a further fixed term, the service continues month to month after expiry, subject to lawful changes notified in advance.
6. Packages, prices and changes
The service order records the package, speed, access technology, recurring charge, once-off charges, equipment option and applicable VAT. Availability and pricing may differ by address or partner network. VibeTel may change a month-to-month price or service term on reasonable prior notice. A material change to an existing fixed-term service will be handled in accordance with applicable law and the customer’s contractual rights.
7. Billing and debit order
The customer must pay subscription, equipment and approved installation charges on the agreed dates. The separate debit-order mandate authorises the collections described in that mandate. Failed or reversed payments may lead to reasonable bank, collection, reconnection or administration charges only where those charges were disclosed and are lawfully applicable. Suspension does not cancel amounts already due.
8. Installation and access to property
Installation is subject to safe access and any landlord, owner, estate or body-corporate permission required. A standard installation excludes trenching, paving removal and reinstatement, electrical work, difficult or unsafe access, excess cabling, specialist conduit, mesh Wi-Fi and other non-standard work unless expressly included. Additional work must be quoted and authorised before it is performed. Network infrastructure remains the property of its lawful owner.
9. Equipment and Wi-Fi credentials
A purchased router becomes the customer’s property only after full payment. Rental equipment remains VibeTel property and must be returned in accordance with the return instruction when the rental or service ends. The preferred Wi-Fi name may be recorded in the service order, and the Wi-Fi password must be chosen or confirmed through the approved provisioning or installation process. The customer must protect the password, prevent unauthorised use and change it if compromise is suspected. Existing passwords, one-time PINs and banking credentials must not be sent through public WhatsApp messages. VibeTel may remotely manage eligible rental equipment for provisioning, diagnostics, security and service quality. Loss, theft, non-return, tampering or damage outside an approved Router Care event may be charged at the reasonable repair or replacement cost.
10. Router Care
Router Care is an optional internal equipment service for an eligible VibeTel rental router. It covers one approved lightning-induced electrical-damage incident per rolling 12-month period, subject to technical assessment. Theft, loss, accidental damage, liquid, fire, tampering, misuse, pests and customer-owned equipment are excluded. The damaged router and original power adaptor must be returned. VibeTel may repair the device or provide the same, comparable or professionally refurbished rental router, which remains VibeTel property.
11. Fair and acceptable use
The Fair Usage Policy and Acceptable Use Policy form part of the agreement. Residential packages are uncapped, but published managed speeds apply after the package’s monthly full-speed threshold. The customer may not resell or commercially redistribute the service, extend it to another property, operate a paid or public hotspot, interfere with usage accounting or network controls, attack systems, distribute malware or use the service unlawfully.
12. Support and authorised resellers
Existing customers must log service faults and support requests through portal.vibetel.co.za so that the helpdesk can issue a reference and track the matter. Customers may also use helpdesk@vibetel.co.za for recorded support or policy correspondence. The website WhatsApp button is used for coverage and new-service enquiries. The authorised VibeTel reseller serving the account provides first-line support and may request photographs, equipment-light information, speed tests or reasonable troubleshooting. No response or resolution time is guaranteed unless a separate written SLA expressly applies. Customers must not send passwords, one-time PINs or full banking credentials through WhatsApp.
13. Service performance and interruptions
Speeds are “up to” and best effort. Actual performance may be affected by Wi-Fi conditions, customer equipment, concurrent household use, network congestion, maintenance, load shedding, power failures, weather, physical damage, upstream providers and events beyond reasonable control. VibeTel may perform reasonable maintenance and protocol-neutral network management to protect service quality and network integrity.
14. Suspension and material breach
VibeTel may suspend or restrict service for non-payment, a material breach, unlawful activity, security threats, unauthorised resale, interference with infrastructure or where required by law or an upstream network. Where reasonably possible, the customer will receive notice and an opportunity to remedy the breach. Urgent action may be taken immediately where necessary to protect people, systems, the network or legal compliance.
15. Cancellation and statutory cooling-off rights
A natural-person consumer may cancel a fixed-term agreement at any time by giving 20 business days’ notice in writing or another recorded form. The customer remains liable for charges up to the cancellation date, unpaid equipment or installation amounts and a reasonable, non-punitive cancellation charge where legally permitted. No cancellation penalty applies merely because the fixed term expires. VibeTel may cancel a material breach after the legally required notice if the breach is not remedied. Any cooling-off or cancellation right that applies under consumer or electronic-transactions law remains available and is not excluded by these terms.
16. Privacy and network records
VibeTel processes identity, contact, installation, billing, payment, equipment, support, IP/session and usage information to check availability, conclude and administer the agreement, provide and secure the service, collect payment, prevent fraud, comply with law and resolve disputes. Information may be shared with authorised resellers, installers, payment providers and network partners only where reasonably necessary and lawful. Marketing consent is separate from service communications.
17. Liability and statutory rights
To the fullest extent permitted by law, VibeTel is not liable for indirect or consequential loss, loss of profit, loss of business or data loss arising from a residential best-effort service. Nothing in the agreement excludes liability that cannot lawfully be excluded, including liability arising from gross negligence where applicable, or removes any mandatory consumer right.
18. Complaints, notices and acceptance
Customers must submit faults and complaints through the VibeTel support portal or helpdesk@vibetel.co.za and should retain the reference or message history. Cancellation notices and other formal notices must use a recorded channel expressly provided by VibeTel. Unresolved complaints may be escalated through the applicable statutory or regulatory process after VibeTel’s internal process has been used. The customer accepts the agreement through the approved service-order and debit-mandate process.
Open support portal19. General legal terms
The agreement is governed by the laws of South Africa. If any provision is invalid or unenforceable, the remaining provisions continue to apply. A failure or delay in enforcing a right is not a waiver of that right. No representative may vary the agreement orally; any agreed variation must be recorded through an authorised written or electronic process. Nothing in these terms removes a mandatory consumer right or prevents a customer from approaching a regulator, ombud, tribunal or court with jurisdiction.