General terms The installation and activation fees are prescribed by the last-mile provider, not Telecloud. Although we endeavor to keep our coverage data as accurate as possible, we are reliant on the maps provided to us by our last-mile partners, which may sometimes have slight inaccuracies.
Cancellation process Should you wish to cancel your LTE package, you will have to send a cancelation email to support@telecloud.co.za stating that you would like to cancel your service. The cancellation will take a month to finalize, in that month the service will still be active and will therefore need to be paid for.
Shaping and prioritization There are no usage thresholds so you can use as much data as you like, whenever you like. No throttling or shaping will be applied.
Terms And Conditions
Installation, cabling and lead times. Installation fee includes cabling up to 30 meters. Additional cabling will incur extra charges.
Liability. By using our services you agree to our standard terms and conditions.
Customer Contact Details. Keep your contact details updated via the Customer Portal.
Ordering. We will make every effort to comply with delivery requirements, but won't be liable for delays.
Theft, Loss Or Damage. All risk for loss, damage or theft of SIM Cards or devices passes to you on delivery.
If a SIM Card is lost or stolen, notify the Police and Telecloud to suspend the card immediately.
OWNERSHIP OF DEVICES Telecloud will be the owner of the device until you have paid the purchase price of the device in full, except that where your Contract is cancelled then Telecloud will remain the owner of the device until you have paid the purchase price of the device in full, together with the cancellation fees.
SUBSCRIPTION Subscriptions are still payable due to Act of God or Act of Government. A 30 day notification period is required for all cancellations. (A full calendar month) All voice packages come with a 6 month lifespan. Active subscriptions, even if not in use, are still payable until cancelled. Night Owl data, midnight to 5am.
USE THE SIM CARD OR DEVICE You hereby warrant and undertake that you: Will not use or allow the network services for any improper, immoral, fraudulent or unlawful purpose; Will only use devices approved by ICASA together with the SIM Card on the network; Recognize and agree that no right, title or interest in the software contained in each SIM Card or the software contained in a device issued to you, belongs to you or will belong to you; Will not, and will not allow, any other person to reverse engineer, decompile, modify or tamper with the software contained in, or relating to, any SIM Card or device.
CHARGES You will pay all the applicable charges due by you to Telecloud at the rates detailed in the price list on Cloud Telecom’s Website and / or as per your package / price plan terms and conditions. These charges will take into account the following charges, including but not limited to: the charges applicable to your package / price plan, monthly subscription, devices charges, usage charge, and/ or VAT charges. TELECLOUD may amend these charges from time to time upon reasonable notice to you.
Early contract termination incurs cancellation fees if Telecloud cancels due to your breach.
Cancellation fees apply for early termination initiated by you; R50 fee for failed debit orders.
Package/price plan changes incur current migration/admin fees as detailed on our website.
You'll pay legal costs if Telecloud sues due to your breach, plus collection costs incurred.
PAYMENT TERMS: 15 days from invoice date to Telecloud. Bank details on monthly bill.
Overdue invoices trigger our system's process, based on your profile. Unresolved, it goes to attorneys.
Client receives notice, 30 days to arrange payment. Service suspension: R75 re-connection fee applies.
DEBIT ORDERS You must pay via debit order if Telecloud requires this. Debit orders are processed monthly, typically on the first working day of the month (pro-rata billing in advance). Rejected debit orders incur a R50 rejection fee, billed separately. Clients agree to additional relevant charges, including top-up invoices for Internet and over usage fees. It’s the client’s responsibility to address invoice queries promptly. Telecloud reserves the right to process your debit order via NAEDO.
CREDIT LIMIT Telecloud may set and change limits on monthly charges based on credit-vetting criteria. Clients may request disclosure of this limit. Exceeding the set limit does not negate the responsibility to pay all incurred charges.
You may also ask Telecloud to set a limit on your behalf, although you will still be liable to Telecloud if your actual charges exceed the limit, and in which case you will still be required to pay these charges.
ACCESS TO NETWORK SERVICES Telecloud may suspend your network access without liability if: Any modification, maintenance or remedial work must be undertaken in relation to the network or the network services. Telecloud will use reasonable endeavors to reduce the period of the suspension due to the modification, maintenance and remedial work and will endeavor to notify you of this suspension in advance Telecloud will not be required to notify you in advance when the modification, maintenance or remedial work is required due to an emergency; or
If you breach any term of your contract (including, but not limited to, when you fail to give to Telecloud all necessary documents stated on the application form or if you do not pay Telecloud any amount owing on a due date), Telecloud will notify you of the suspension of your access to or use of the network services; or
You at any time exceed the limit of the total amount of charges which you may incur in any month, as Telecloud may set, from time to time: or If Telecloud is required to do so by law or by the ICASA; or
If Telecloud is of the reasonable belief that you have fraudulently exploited the network services.
CANCELLATION OF THE CONTRACT Your Contract may be cancelled by you: processed at the end of the current month. Fibre Cancellations are processed at the end of the next calendar month.
At any time giving Telecloud at least 30 (thirty) days’ notice in writing (not by SMS) or in any other recorded manner and form. Cancellations before the 25th are processed at the end of the current month. Fibre Cancellations are processed at the end of the next calendar month.
At the end of the Initial Contract Period, by giving Telecloud written notice (not by SMS) of cancellation before the end of the Initial Contract Period;
At the end of a particular Contract Renewal Period where your Contract is continuing on a month- to- month basis by giving Telecloud a written notice (not by SMS) of cancellation before the end of the relevant month;
If Telecloud is in breach of an obligation in your contract and fails to remedy this breach within 30 (thirty) days after receiving a notice from you in writing (not by SMS) identifying the breach and stating that if the breach is not remedied you may cancel your contract. If you do wish to cancel your contract for this reason, after the expiry date of the 30 (thirty) days’ notice period, you must send Telecloud a notice in writing (not by SMS) of the cancellation of your contract;
If you decide to port to another network or service provider, and have given Telecloud at least 30 (thirty) days prior written notice (not by SMS);
After notice, within 30 days, to Telecloud of changes to your contract terms or price list.
After notice, within 30 days, of a change or removal of a value added service in your plan.
Telecloud may cancel your contract if you breach it and fail to fix it within 30 days.
Telecloud may cancel your contract if it believes you violated the network service terms.
Your contract may be canceled if you are sequestrated, liquidated, or under business rescue.
Your contract may be canceled if the ICASA license is canceled for any reason.
If your contract is canceled, you must pay the subscription up to the cancellation date.
All charges up to the cancellation date; All other amounts which Telecloud is entitled to charge you up to the cancellation date.
The cancellation charges, which will include the balance of the purchase price of the device.
You will pay the balance of the purchase price of your device if you move to a package with a lower device subsidy.
Telecloud will not be liable for any loss or damage suffered if the network services are interrupted or cancelled.
Telecloud is not liable if Telecloud does not supply or deliver any device or SIM Card on time.
Telecloud is not liable as a result of the use of any device supplied to you by Telecloud relating to your contract.
Telecloud is not liable if your access to, or use of, the network services is suspended in terms of your contract.
Telecloud is not liable if Telecloud does not Suspend the network services after you requested Telecloud to do so.
Telecloud is not liable if the loss or damage was caused by any negligent act by Telecloud, its employees or its agents.
Telecloud liability is limited to the total value of the charges actually paid by you to Telecloud in terms of your contract.
Telecloud will not be liable for loss of profits, goodwill, business, data, or for any indirect or special damages.
Telecloud may change or amend:
Your contract, price-plan terms; and VAS terms for added services;
The charges or prices listed on Telecloud; and
The usage charges limit set by Telecloud.
Telecloud will give 30 days notice of any changes or amendments.
You can cancel if Telecloud makes amends within 30 days of notice.
If changes were not because of law or ICASA requirements;
If changes increased charges without ICASA approval:
If Telecloud reduces the credit limit without law requirements.
If the cancellation notice is received after the date that the relevant change becomes effective, that change will still be valid.
Value added services are provided at Telecloud's discretion. Telecloud may change or withdraw them with 30 days' notice.
If Telecloud changes a value added service, you can cancel your contract within 30 days of receiving notice from Telecloud.
If the cancellation notice is received after the date that the relevant change becomes effective, that change will still be valid.
INSURANCE. Your device will not be insured by Telecloud. You are responsible for loss, theft, or damage unless you have separate insurance.
DELIVERY POLICY. Subject to availability and payment, requests will be confirmed within 2 working days by phone or email.
RETURN AND REFUNDS POLICY. We have a strict no refunds policy. If necessary, we may credit your account.
Our goods and services are provided subject to availability. If unavailable, Telecloud will refund the client within 30 days. All hardware/software remain Telecloud's property until paid in full.
We offer up to 12 months factory guarantee on wireless equipment post activation and installation. Standard Terms and Conditions apply.
We provide a 30 day workmanship warranty for all our new installations. Contact us to know more.
Client is responsible for all changes/repairs/updates/upgrades unless damage results from company's negligence. You should keep your hardware/software up to date.
The high site equipment is always the property of the company, and the client will never be responsible for changes/repairs on the high site.
Clients are pre-advised of potential costs via a formal quote when the exact fault is known, or an estimate if an evaluation is needed.
Prices on this website include Value Added Taxes (VAT). Residents outside South Africa are exempt from South African VAT. Contact us for more info.
Telecloud takes steps to protect users' personal information, as defined in the Promotion of Access to Information Act 2 of 2000 (PAIA).
FIBRE SERVICES Fibre services are provided on an “as is” and “up to” service level agreement. This means that although installations are done with high quality products and workmanship, the line speed achieved is not guaranteed.
Warranty We offer a 1 year warranty on most hardware devices, such as Desktop Phones, Cordless Phones, Routers and modems. Headphones warranty = 3 months
SPAM WEBSITES Should any aspect of a client’s website cause spam and disrupt the service to any of our other clients, we will immediately suspend the hosting services of the website responsible for the spamming.
CLIENT CHANGES Telecloud reserves the right to charge a service fee, for any changes or system corrections needed on servers or domains owned by clients, when the changes or corrections needed are the result of changes made by the client.
CLIENT ACCESS Telecloud reserves the right to charge a specialized IT Support fee, for any changes or system corrections needed on client installations and networks, in the event of a request for full systems access by the client.
COPYRIGHT. Telecloud’s servers may be used only for lawful purposes. Transmission, distribution or storage of any material that violates any law is prohibited.
DISCLAIMER. Telecloud may change the pricing and operation of this website at anytime without notice, at its sole discretion.
TRANSFERRING OF DOMAINS AWAY. If you want to transfer, move, or cancel a domain, the abbreviated procedure is as follow:
. Client submits cancellation request
. New domain registrar initiates transfer
. Telecloud accepts transfer
. Within 14 working days – client standard fibre installations from forms received, subject to availability of coverage.
. Domain is transferred It is imperative that you contact your new ISP before transferring a domain away.
HOSTING BACKUPS Daily backups are made of the web files and are available in the event that your site needs to be restored.
Application of Telecloud Geographic Number Porting Telecloud is not responsible for any credit forfeited when the number is ported.
TECHNICAL SUPPORT REGARDING OVERUSE Our platforms already provide clients with detailed statistics of usage. Support team will assist if needed.
DOMAIN TRANSFERS If a client wishes to transfer a domain out of office hours, the following policy applies:
The client must make sure the domain and all related services are paid up to date.
The incoming ISP must get confirmation in writing that the accounts department will accept the transfer.
If the above procedure has not been followed; the after hours (emergency personal) will be unable to help. Please note that all outgoing domain transfers are automated. If your domain or any of the related services are not paid up to date the domain transfer will be automatically declined. Manual override can only be done during office hours.
Transfer tickets are only accepted once the cancellation for the specific hosting product has been requested online in the client area by the client, and in accordance with Telecloud’s 30 day notice period for service cancellations.
CRIMINAL ACTIVITY No form of criminal activity will be tolerated on Telecloud’s network. This includes hacking or phishing or trespassing on any person’s system and any other activity which is prohibited by the law. The normal turn of events is that the police will subpoena Telecloud for the information. Telecloud, however, reserves the right to disconnect a user’s system until such time as the investigation is completed.
SUPPORT PROCEDURE An email must be sent to support@telecloud.co.za in order for our support team to deal with the issue effectively. The following response time periods are applicable with regards to our support structure:
. Within 24hrs – emergency maintenance to Telecloud’s infrastructure . Within 02 working days – maintenance and call out jobs . Within 04 working days – large site installations and network setups once quote accepted . Within 14 working days – client standard fibre installations from forms received, subject to availability of coverage.
These times do not include weekends or public holidays.
Telecloud does not bear responsibility for a lack in QoS (Quality of Service) of the package line stability and speed, when equipment used is not purchased from Telecloud directly or if the recommended equipment is not used. Additionally, if the installation is done by anyone other than Telecloud-approved contractors or employees through the official Telecloud booking channels, Telecloud reserves the right to charge for any changes or system corrections needed on client installations and networks as well as equipment to be purchased
HEALTH AND SAFETY REGULATIONS In compliance with best practice, we do not allow engineers to complete any work during harsh winds or on wet surfaces especially roofs. All appointments scheduled on days when there are strong winds or rain, will be rescheduled to the next available date. This is due to safety regulations and the risk of injury.