The rules behind a fair, reliable service

1.1 Parties and agreement

“EdelNet”, “we”, “us” and “our” mean the EdelNet service provider identified on the customer’s quotation or invoice. “Customer”, “you” and “your” mean the account holder. The agreement consists of these policies and the commercial documents accepted for the relevant service.

1.2 Eligibility and authority

• An individual customer must be at least 18 years old and legally capable of contracting.
• A business representative warrants that all supplied authority and registration information is accurate.
• The customer must provide complete, current contact, billing, installation and identity information and promptly notify EdelNet of changes.

1.3 Service orders and availability

An enquiry, coverage indication or quotation is not activation. Service remains subject to technical feasibility, capacity, a satisfactory site survey where required, receipt of required documentation, payment and acceptance by EdelNet. EdelNet may decline an order where it cannot responsibly deliver or support the requested service.

1.4 Communications

Account notices may be sent by email, SMS, WhatsApp, telephone or another contact channel supplied by the customer. Formal cancellation, complaint and legal notices must use the channel specified in the relevant section. The customer must keep contact details current and check communications reasonably regularly.

1.5 Customer account and users

The customer is responsible for safeguarding passwords and for use of the service by household members, employees, guests and connected devices. Suspected compromise must be reported promptly. Use by another person does not relieve the account holder of payment or compliance obligations.

1.6 Changes to policies and services

EdelNet may amend policies, tariffs or service features on reasonable notice where required by law, regulation, supplier changes, security, technology or legitimate operational needs. Material adverse changes will be communicated through a reasonable channel. Continued use after the effective date constitutes acceptance where lawful; statutory cancellation rights remain unaffected.

2.1 Coverage is location-specific

Coverage maps and preliminary checks are indicative. A serviceable town, suburb or map radius does not guarantee that a particular roof or mounting point has suitable line of sight, radio conditions or network capacity. Final serviceability may require an on-site survey and signal test.

2.2 Customer-premises equipment

A typical installation includes an outdoor customer-premises radio/antenna (“CPE”), cabling and an indoor power unit, plus a router where included or purchased. Equipment model and mounting method are chosen for the site and may differ from marketing images.

2.3 Line of sight and environmental change

The customer acknowledges that trees, vegetation, buildings, terrain, interference, weather, construction, movement of brackets and other environmental changes may degrade or block a radio path after installation. EdelNet may recommend relocation, mast work, different equipment or another high site; additional work is chargeable unless caused by EdelNet’s breach or covered warranty work.

2.4 “Up to” and maximum line speed

Package speeds are maximum access speeds, not guaranteed throughput at every moment. Actual performance depends on signal quality, distance, equipment capability, high-site/backhaul capacity, network load, local Wi-Fi, customer devices, remote servers and wider internet conditions. A speed test over Wi-Fi alone does not isolate the EdelNet link.

2.5 Power and backup

EdelNet uses backup power at high sites, but backup duration is finite and depends on battery condition, outage duration, load, charging opportunity, theft, vandalism and equipment faults. The customer must power their own CPE power unit, router and local equipment; a high site remaining operational does not keep unpowered customer equipment online.

2.6 Relocation

The service is installed for the approved premises and mounting location. It may not be moved, resold or used at another address without written approval and a new coverage assessment. Relocation and reinstallation charges may apply.

3.1 Prepaid monthly services

Recurring packages are prepaid unless the accepted quotation expressly states otherwise. The subscription must be paid before the service period begins. All publicly quoted consumer prices are inclusive of VAT unless clearly stated otherwise. Usage, equipment, labour or third-party charges may be billed separately.

3.2 Invoices and payment methods

• Invoices are sent to the customer’s nominated contact address.
• EFT and approved debit-order methods are preferred.
• Cash or cheque deposits that cause bank handling charges may be charged back to the customer where disclosed and lawful.
• The correct customer or invoice reference must be used. Unallocated payments may delay restoration.

3.3 Non-payment and suspension

If payment is not received by the due date, EdelNet may give notice, restrict or suspend the service, and ultimately terminate it, subject to applicable law and the circumstances. Suspension does not waive amounts already due. A disclosed reconnection fee-currently R150-may apply after payment and before restoration. Restoration depends on cleared funds, account reconciliation, network availability and working equipment.

3.4 Billing disputes

A billing dispute must identify the invoice, disputed amount, reason and supporting documents. The undisputed portion remains payable. While a genuine billing dispute is under investigation, EdelNet will not disconnect solely for the disputed portion, pursue adverse collection on that disputed portion or require it to be paid in full before investigation, to the extent required by applicable regulation.

3.5 Package changes

Requests must be submitted in writing. Upgrades depend on technical capacity and may be activated when confirmed. Downgrades ordinarily take effect at the end of the current paid service period. One package change per month may be processed without an administration fee; additional changes may attract the currently published fee.

3.6 Month-to-month service and cancellation

Unless a quotation states otherwise, recurring connectivity packages operate month to month and do not impose a long fixed term. The customer must give one full calendar month’s written notice of cancellation using an authorised EdelNet channel. Cancellation is effective only when acknowledged and the effective date is confirmed. Charges remain payable through the notice period.

3.7 Refunds and credits

Credits are applied after account reconciliation. A prepaid subscription is not automatically refundable for brief interruptions, customer-side faults, Wi-Fi limitations, power loss at the premises or circumstances beyond reasonable control. Nothing prevents a remedy or refund required by the Consumer Protection Act or another applicable law.

4.1 Standard and non-standard installation

A standard new fixed-wireless installation currently starts from R2,950 once-off, subject to survey and quotation. Roof height, mast work, difficult access, trenching, long cable routes, civil work, special brackets, network extensions, travel and non-standard equipment may cost extra. The accepted written quotation controls.

4.2 Access and permissions

The customer must provide safe, lawful access, disclose hazards, obtain landlord/body-corporate/property-owner permission and identify concealed utilities where relevant. Technicians may postpone unsafe work. The customer authorises reasonable drilling, mounting and cable routing agreed during installation.

4.3 Ownership

Equipment expressly sold, installed and fully paid for becomes the customer’s property. Loan, rental, managed or free-to-use equipment remains the owner’s property and must be returned on request or termination. Network equipment at high sites and upstream infrastructure remains EdelNet or supplier property.

4.4 Care, insurance and unauthorised work

The customer must keep owned equipment insured and protected against lightning, power surges, water, pests, theft, impact and misuse. The customer may not realign, open, reset, modify or permit an unauthorised person to work on radio equipment. Damage or reconfiguration caused by the customer or third parties is chargeable.

4.5 Warranties and defects

Manufacturer warranties apply to eligible equipment subject to their conditions. A defect reported promptly after installation will be assessed. Warranty generally excludes labour/call-out fees unless the quotation or law provides otherwise, and excludes physical damage, power events, weather, misuse, unauthorised changes and consumable degradation. Statutory warranties and remedies are not excluded.

4.6 Repairs and call-outs

Monthly package fees do not include customer-owned hardware repair, maintenance, insurance, local-network support or non-network call-outs. EdelNet may charge the published call-out, travel, labour and replacement costs after identifying a customer-side or excluded fault.

5.1 Best-effort service

The network is engineered and managed to provide the package service reasonably, but fixed-wireless and internet services are shared, variable systems. “Best effort” does not mean EdelNet may ignore faults; it means throughput, latency and availability can vary and are not guaranteed unless a service-level agreement expressly says so.

5.2 Capped packages

A capped package includes the stated data allocation. When it is depleted, access may stop, slow or require additional data as described in the package schedule. EdelNet will not intentionally impose undisclosed out-of-bundle charges.

5.3 Uncapped packages

“Uncapped” means there is no stated monthly data allocation for ordinary use, subject to the selected package, this policy and network integrity. It does not create a dedicated uncontended circuit or permit unlawful, abusive, automated resale or network-disruptive use.

5.4 Reasonable network management

During congestion, maintenance, security events or abnormal load, EdelNet may apply reasonable and proportionate traffic management, rerouting, session control or temporary capacity measures to protect customers and the network. Measures should be service-neutral where reasonably possible and should not be used to conceal a permanent package restriction.

5.5 Abnormal or commercial use

Continuous high-volume server, hosting, resale, public hotspot, surveillance-backhaul or commercial use on a residential package may require a business product. EdelNet will normally contact the customer and propose corrective action or migration before restriction, unless immediate action is necessary to protect the network, comply with law or stop abuse.

5.6 Testing

Performance complaints should be tested using a capable device connected by Ethernet, with other traffic paused, against a suitable local test server. Wi-Fi-only tests, old devices, VPNs and remote content services may not reflect the access link.

6.1 Purpose and scope

This AUP protects customers, third parties and network integrity and applies to every person using an EdelNet connection, hosting account, mailbox, VoIP service or managed platform.

6.2 Prohibited use

The service may not be used to:

• commit, facilitate or encourage unlawful conduct;
• gain or attempt unauthorised access to a device, account, system, network or data;
• scan, probe, intercept, monitor or test third-party systems without permission;
• launch denial-of-service, flooding, amplification, botnet, phishing or malware activity;
• send spam, unsolicited bulk messages, chain mail or messages using forged headers;
• host, obtain or distribute unlawful content, including prohibited child-exploitation material, unlawful hate speech or material that unlawfully infringes privacy;
• infringe copyright, trademarks, software licences or other intellectual-property rights;
• impersonate another person, commit fraud or misrepresent message origin;
• operate an insecure open relay, proxy, resolver or service that predictably enables abuse;
• interfere with another user’s service or bypass access, package, security or usage controls;
• resell or publicly redistribute a residential service without written permission; or
• damage, tamper with or gain unauthorised access to EdelNet equipment or facilities.

6.3 Security responsibilities

Customers must use reasonable security measures, including strong passwords, supported software, malware protection where appropriate and secure Wi-Fi. Compromised equipment remains the customer’s responsibility, but EdelNet may assist with containment.

6.4 Investigations and enforcement

EdelNet may investigate credible abuse reports and preserve relevant records as lawfully permitted. Depending on seriousness, action may include a warning, required remediation, filtering, temporary restriction, suspension or termination. Immediate action may be taken for active attacks, serious illegality, danger, court/regulatory orders or material network risk.

6.5 Reporting abuse

Reports should be sent in writing to complaints@edelnet.co.za with timestamps, source/destination addresses, full email headers, logs, screenshots and a clear explanation. EdelNet may request verification and will not remove lawful content merely because it is unpopular or disputed.

6.6 Law-enforcement and legal requests

EdelNet may cooperate with valid court orders, warrants, statutory notices and lawful regulatory requests. Customer information will not be voluntarily disclosed without a lawful basis.

7.1 Internet and power dependency

VoIP requires a working internet connection, compatible configured equipment and power at the customer premises. It may not operate during internet, router, handset or power failure and should not be the customer’s only means of emergency communication.

7.2 Call quality

Voice quality depends on latency, jitter, packet loss, local-network conditions, third-party carriers and the called network. EdelNet will investigate reported faults but cannot guarantee every external route or destination.

7.3 Numbers and portability

Number allocation, porting and retention depend on applicable numbering rules and upstream providers. A request is not complete until confirmed. Customers must not represent that a number is permanently owned. A VoIP number may be lost after prolonged arrears or termination; EdelNet’s existing rule provides for forfeiture after 60 days in arrears, subject to applicable law and provider rules.

7.4 Charges and fraud

The customer is responsible for calls made through its account or equipment, including fraud caused by insecure passwords, PBX systems or handsets, except where caused by EdelNet’s breach or where law provides otherwise. Suspected fraud must be reported immediately so blocking measures can be considered.

7.5 Emergency services and location

Emergency-call routing and caller location may differ from traditional fixed lines. Customers must keep the registered service address current and maintain an alternative mobile method for emergency calls. VoIP should not be relied on where a life-safety system requires guaranteed line availability.

8.1 Hosting resources

Hosting plans include the resources stated in the current package. Customers may not use shared hosting in a manner that materially harms platform stability or security. EdelNet may require optimisation, suspension of a harmful process or migration to a suitable plan.

8.2 Customer content and applications

The customer is responsible for content, licences, application updates, administrator credentials and legality of hosted material unless a managed service expressly assigns a task to EdelNet. Unsupported or compromised software may be isolated to protect the platform.

8.3 Backups

Unless a written managed-backup service states otherwise, backup facilities are a recovery aid and not a guarantee. Customers must keep independent current copies of important websites, databases and email. Restoration may be chargeable and is subject to backup availability and integrity.

8.4 Email

Email delivery cannot be guaranteed because third-party filtering, reputation, recipient policy, DNS, authentication and mailbox limits are outside complete control. Mailboxes must not be used for spam or bulk sending beyond plan limits. Full mailboxes may stop receiving messages.

8.5 Domains

Registration is subject to registry rules, availability, correct registrant information and payment. A domain is not owned outright; the registrant holds rights subject to renewal and registry policy. The customer must keep registrant details accurate. Transfer, expiry, redemption and restoration fees may apply.

8.6 Suspension and deletion

Unpaid or abusive hosting may be suspended after appropriate notice or immediately where necessary for security or law. Data may be deleted after termination or expiry in accordance with the retention schedule. Customers must export required data before the termination date.

9.1 CCTV systems

System performance depends on camera placement, lighting, storage, connectivity, power, configuration and third-party platforms. Quotes state included cameras, recording capacity, retention estimates and managed services. Remote viewing is dependent on internet availability and compatible applications.

9.2 Lawful camera operation

The customer controls the purpose and placement of cameras and is responsible for lawful notices, access controls, employee/visitor privacy, retention and disclosure of footage. EdelNet does not provide legal surveillance advice. Cameras must not be directed into areas where recording would be unlawful or unreasonably invasive.

9.3 Existing installations

When taking over an existing system, EdelNet may audit compatibility, ownership, credentials, condition and licensing. Hidden faults, unsupported devices and unknown passwords are excluded until assessed and quoted.

9.4 Website development

Website packages are governed by the accepted scope, content responsibilities, revision allowance, payment milestones, third-party licences, ownership and warranty terms in the quotation or development agreement. “Unlimited pages” means standard content pages within the approved initial sitemap-not unlimited future work.

9.5 Third-party platforms

Payment gateways, plugins, app stores, social networks, cloud services and vendors are governed by their own terms and may change or discontinue features. Their fees, approval decisions and outages are not controlled by EdelNet.

10.1 Responsible processing

EdelNet processes personal information in accordance with the Protection of Personal Information Act 4 of 2013 (“POPIA”) and other applicable law. Information is processed lawfully and reasonably for defined purposes and is not kept longer than necessary, subject to legal, security, billing and dispute obligations.

10.2 Information collected

• identity, contact, service-address and account information;
• billing, payment and transaction records;
• GPS coordinates, coverage results and installation details;
• support calls, messages, complaints and technician notes;
• service, device, traffic-volume, IP-address, authentication, security and fault metadata;
• website cookies, browser/device information and form submissions; and
• CCTV or access information where EdelNet operates security at its own premises or provides an expressly managed service.

10.3 Purposes

Information may be used to quote, assess coverage, conclude and administer agreements, install and support services, authenticate users, bill and collect payments, prevent fraud and abuse, secure and optimise networks, comply with law, resolve disputes, communicate service notices and market related services where consent or another lawful basis permits.

10.4 Sharing

Information may be shared only as reasonably necessary with network and voice carriers, installers, hosting/cloud vendors, payment processors, professional advisers, debt-recovery providers, registries, regulators and law-enforcement bodies acting lawfully. Operators must be subject to appropriate confidentiality and security obligations. EdelNet does not sell personal information.

10.5 Cross-border processing

Some cloud, email, support or vendor services may process information outside South Africa. EdelNet will use lawful transfer mechanisms and reasonable safeguards where POPIA requires them.

10.6 Security and incidents

Reasonable technical and organisational safeguards are used, but no system is completely risk-free. Where there are reasonable grounds to believe personal information has been accessed or acquired by an unauthorised person, notifications will be made as required by POPIA.

10.7 Retention

Records are retained for the service relationship and thereafter for periods reasonably required by tax, company, communications, dispute, security and limitation laws. Data is deleted, de-identified or securely archived when no longer required.

10.8 Customer rights

Subject to POPIA, a person may request access, correction or deletion; object to certain processing; withdraw consent where consent is the basis; opt out of direct marketing; and complain to the Information Regulator. Requests may be sent to info@edelnet.co.za with “POPIA Request” in the subject. Identity may be verified before information is released.

10.9 Cookies and direct marketing

The website may use essential, preference, measurement and security cookies. Non-essential marketing will be handled in accordance with consent and applicable law. Every electronic direct-marketing message will provide a reasonable opt-out mechanism.

10.10 PAIA

Requests for records under the Promotion of Access to Information Act 2 of 2000 (“PAIA”) must be directed to EdelNet’s Information Officer through the published contact channel. Access remains subject to the grounds, procedures and fees provided by PAIA.

EdelNet commits, subject to applicable law and its licence obligations, to:

• act fairly, reasonably and responsibly;
• provide accurate, understandable information about services, pricing and material limitations;
• avoid unfair discrimination;
• treat customers with courtesy and care;
• recommend services responsibly based on disclosed customer needs and technical feasibility;
• protect confidential and personal information;
• maintain reasonable fault-reporting and complaint channels;
• investigate faults and complaints in good faith;
• use appropriately approved equipment where required; and
• inform customers about available internal and external escalation routes.

11.1 WAPA participation

EdelNet is listed as a principal member of the Wireless Access Providers’ Association (“WAPA”) and subscribes to the applicable member code and complaints process. If an EdelNet policy falls below a mandatory regulatory or applicable WAPA standard, that mandatory standard prevails.

11.2 Customer conduct

Customers are expected to provide truthful information, pay undisputed charges when due, use services lawfully, cooperate with reasonable diagnostics, provide safe site access and treat staff and contractors without threats, harassment or abuse.

12.1 Before lodging a formal complaint

A service fault should first be reported through the support channel so it can be logged and diagnosed. If unresolved, repeatedly mishandled or requiring formal review, it may be escalated as a complaint.

12.2 How to lodge

Send a written complaint to complaints@edelnet.co.za. Include the account holder, service address, account/reference number, contact details, dates, fault or invoice references, a clear description, supporting evidence and the requested outcome.

12.3 Acknowledgement and resolution

EdelNet will acknowledge or make substantive contact within three business days and aims to resolve a complaint within 14 days, subject to the complexity of third-party investigations and any stricter mandatory regulatory timeframe. If additional time is reasonably needed, the customer will receive a progress update and expected next step.

12.4 Billing disputes

Billing disputes will be handled in accordance with clause 3.4. The customer must continue paying undisputed services and charges. A complaint reference should be retained.

12.5 WAPA escalation

After giving EdelNet a reasonable opportunity to resolve the matter internally, an eligible complaint may be escalated under WAPA’s published complaints procedure at wapa.org.za.

12.6 ICASA escalation

Telecommunications coverage, quality, activation, suspension and billing complaints may be escalated to ICASA after the provider process has been followed. ICASA requires complaints in writing and provides an online process and the email consumer@icasa.org.za. Customers should attach the EdelNet complaint and response/reference.

12.7 Other rights

This procedure does not remove access to a court, the Information Regulator, the National Consumer Commission, an ombud with jurisdiction or another lawful forum.

13.1 Customer systems and the internet

EdelNet does not control all internet content, remote services, applications or third-party networks. Customers remain responsible for backups, cybersecurity, parental controls, local networks, business continuity and deciding whether a best-effort service is suitable for critical use.

13.2 Third-party dependency

Services may depend on upstream carriers, registries, power utilities, cloud platforms, landlords, high-site owners and equipment vendors. EdelNet will take reasonable steps within its control but is not responsible for an independent third party’s failure except to the extent the law attributes responsibility to EdelNet.

13.3 Events beyond reasonable control

Neither party is liable for delayed performance caused by events reasonably beyond its control, including extreme weather, fire, flood, civil unrest, crime, vandalism, theft, widespread power failure, labour disruption, fibre or upstream failure, governmental action or disaster, provided reasonable mitigation and communication are undertaken.

13.4 Limitation of liability

To the maximum extent permitted by law, EdelNet is not liable for indirect, consequential or special loss, lost profit, lost revenue, lost data or business interruption arising from a best-effort service. Any aggregate contractual liability may be limited to the fees paid for the affected service during the three months preceding the event, unless the accepted service schedule provides a different lawful cap.

13.5 Indemnity

To the extent permitted by law, the customer indemnifies EdelNet against third-party claims arising from the customer’s unlawful content, infringement, misuse, breach or unauthorised resale, except to the extent caused by EdelNet’s own unlawful conduct, gross negligence or wilful misconduct.

13.6 Notices, waiver and severability

A failure to enforce a right is not a waiver. If a clause is invalid or unenforceable, it is severed or read down while the remaining provisions continue. Headings aid navigation and do not limit meaning.

13.7 Governing law and jurisdiction

The agreement is governed by the laws of the Republic of South Africa. Courts and statutory forums with lawful jurisdiction may hear disputes. Nothing forces a consumer to abandon a forum or jurisdiction available under applicable law.