Customer Zone

Service Policy

Service Policy

When you click to make a purchase with us legal obligations arise and your right to refund of monies charged to your credit card or paid in any other way agreed by us, are limited by our terms & conditions. You must not make any purchase through this site unless you understand and agree all our terms and conditions. Once payment is made for the purchase, it is deemed that you have read and understood the terms and conditions for such purchase. If you have any queries please contact us before making any purchase for any service through this website. Our 24 hour, 7 day a week support email is support@telsense.co.za.

Service Levels

ADSL is provided as a best-effort service and uptime cannot be guaranteed. During any technical failure, modification or maintenance of the service provided, Telsense will use its reasonable endeavors to resume the service as soon as possible. This excludes upstream provider infrastructure that is not within the control of Telsense DSL.

Static IPs

Minimum Requirements

  • Only one static IP can be linked to one active ADSL service (username)
  • A static IP cannot be transferred from one service to another
  • The static IP will remain active as long as the ADSL service (username) it is linked to is active, should the ADSL service (username) it is linked to be cancelled, the static IP will automatically be deleted. Please be aware that once the static IP is deleted it cannot be recovered, should you repurchase the service a new static IP will be issued.
  • Failure to pay for your static IP and linked service before the due date will result in the static IP being deleted, once the static IP has been deleted it cannot be recovered.
  • A static IP can be cancelled during the course of a month, but the cancellation will only take effect at the end of the month. E.G if we receive your cancellation on the 1st or 15th of July, the static IP will only be deleted on the 31st of July at 11:59pm.

Your Static IP can be switched on and off from your Broadband Control Panel. Static IP's are assigned on your PPPOE connection. Due to privacy and security concerns, internal network configurations like natting and routing will need to be set up and maintained by your network administrator.

Static IPs are available for all monthly billed services, except SAIX based services and trial services.

All Static IPs on our new network are now allocated per region:

  • North = Free State, Gauteng, Mpumalanga, Limpopo, North West
  • East = KwaZulu-Natal
  • South = Eastern Cape, Western Cape and the Northern Cape

To give you optimal routing and throughput, we need to lock your DSL service down to the last DSL line you connected from.
Should you move to a different region and would like to connect from your new location, then you will have to cancel your current Static IP and apply for a brand new Static IP address. Telsense does not advise that Dynamic/Static IP's are used to run email servers. Should the client choose to use our Dynamic/Static IP services to run an email server it is the clients responsibility to monitor and request removal of all blacklisting's related to the IP on services such as RBL's/SBL's/PBL's and not the responsibility of Telsense.

When you enable the Static IP option in your Control Panel, we will force your service to disconnect in order to establish your region, so that we can allocate the appropriate Static IP in your area.
The username will be locked to the first successful connection we receive, meaning no other connections can be established from another location.

Also note that the service will only allow one concurrent connection.

For additional support please go to www.portforward.com

Remote Telsense
This feature allows you to create a unique hostname (static sub domain) which will allow you to remotely access your router/modem. The setup of port forwarding and the network configuration is the responsibility of the client and is required in order to use this feature. Telsense takes no responsibility for this feature not working due to the incorrect setup or configuration on the clients end. The security of the clients connection and network remains their responsibility when using this feature. This feature is provided as a best effort service and is not guaranteed.

Delivery Policy

Delivery times stated are not guaranteed but are generally attainable within major centres. A possible delay of 24 to 96 hours can be expected outside of major centres and additional delivery costs may apply. Some deliveries might require that information or documents must be produced and copies thereof provided during the delivery, this will be communicated on purchase of the device or product if it is required.

A physical address is required for the delivery of your order. Orders to Post boxes/Private bags/Post Offices will not be accepted.

Deliveries take place on weekdays during business hours and exclude weekends and public holidays, your delivery will be dispatched on the 1st working day thereafter.

Delivery times may be delayed should the need arise for clearance of payment. Clearance for debit order payments may take up to 10 days to clear.

Telsense will not arrange collection of units for exchange or return (or cover related costs). The client will be responsible for arranging for the unit to be delivered to Telsense. This will in no way impact the continued warranty provisions, and only relates to courier charges and logistics.

The Courier Delivery Fee charged during checkout may differ once your order is finalised. Should this occur, we will contact you before proceeding with the delivery of your order.

Refunds Policy

Refunds will not be granted for services purchased in error. Should it be proven that a service is not working as per the Product Description, Terms and Conditions and/or Acceptable Usage Policy a refund will be granted. Refunds for amounts deposited into an Telsense DSL banking account erroneously will also have a 15% fee levied to cover our bank charges and will only be considered for processing 7 days after the original payment date. Refunds for debit order and credit card payments are processed after the second week of the month.

Cancellations Policy

The cancellation of a product or service is the clients responsibility. Cancellations must be actioned from the client control panel by the 24th for debit order clients, cancellations actioned after the 24th will be actioned for the end of the following month. If your payment method is Credit card you are able to process your cancellation for the end of the current month from the Client Control Panel for selected services (excludes ADSL Lines). Should you require your log in details for the client control panel please use the forgot password function on our website. Email, fax and telephonic cancellations will not be accepted, all cancellations must be processed via the client control panel. Failure to cancel your services will result in your service or product being activated for the new month and therefore liable for payment.

Telsense will not be held responsible for incorrect cancellations processed via the Client Control Panel, or be liable for any losses incurred.

Security Policy

Credit Card transactions are processed via our payment service provider Virtual Card Services PTY (Ltd).
As a payment gateway Virtual Card Services does not and cannot verify, authorise or settle any transaction. Virtual Card Services provides the conduit (the messenger) for information between the merchant and the merchant's bank.

Transaction security
Virtual Card Services uses 128-bit SSL certificates to ensure that all transactional information is passed securely between the merchant and Virtual Card Services site. No cardholder information is ever passed unencrypted and any messages sent to our servers from Virtual Card Services are signed using MD5 hashing to prevent tampering. In the event that PAN information is returned, the PAN will be hashed, including the first 6 digits and last 4 digits of the PAN.

Encryption and Data Storage
All sensitive data is secured and stored within Virtual Card Services systems using internationally recognised 256-bit encryption standards. The data held by Virtual Card Services is extremely secure and strict policies are in place ensuring limited and secure access to their servers internally are maintained. The information stored by Virtual Card Services is highly regulated and audited regularly by a Quality Assurance Assessor (QSA).

System security
Virtual Card Services systems are regularly scanned ensuring that their infrastructure and network remains secure at all times. Further to this, Virtual Card Services use an Approved Scanning Vendor (ASV) approved by the payment card brands to review scans quarterly. Additionally, Virtual Card Services is PCI DSS Level 1 certified, which is the highest level of compliance. Virtual Card Services are audited annually by a QSA ensuring that the upmost security is maintained at all times.

Payment Options/Terms

All transactions will be processed in South African Rands (ZAR). We do not extend credit and payment is required up front, services will not be activated without payment. As of 1 October 2014 we no longer accept Cash Deposit and Electronic Funds Transfer (EFT) as a method of payment.

Credit Card Authority
By supplying your "credit card/debit card/cheque card" hereafter referred to as "account/card" details and agreeing to the Terms & Conditions the following will be seen as accepted and agreed to:

I/we hereby request and authorize you to draw against my/our card (or any other bank or branch to which I/we may transfer my/our account/card) the due amount or any variable amount pertaining to this agreement, on the first working day of each month. This being the amount necessary for the settlement of the monthly invoice and/or any overdue amounts, due to you in respect of my/our purchases/contract/agreement.

All such withdrawals from my/our account/card by you shall be treated as though they had been signed by me/us personally. I/we, "instruct" and authorize your agent Virtual Card Services PTY (Ltd), or by computer through a system provided by the South African Banks to draw against my/our account/card.

I/we understand that if account/card details have been supplied the withdrawals authorized here will be processed by BankServ. I/we also understand that details of each withdrawal will be printed on my/our statement. I/we agree to pay any banking charges relating to this debit instruction. This authority may be cancelled by me at any time by updating/changing the payment method from within the Control Panel.

Renewals (monthly invoice) will be processed on the first working day of every month. If your payment fails, your service(s) will be disabled immediately Please note that if you are cancelling your service(s) with Telsense, you need to cancel via your control panel before the last day of the month if you are paying via account/card (excludes debit order payments). Failure to do so will result in the product being activated and the monthly subscription being debited.

All other account/card instructions (new account sign ups/activations, hardware/device purchases, top ups, upgrades), besides the monthly subscription, will be processed on a daily basis.

Debit Order Authority
This Authority and Mandate refers to our contract as dated as on acceptance hereof ("the Agreement"). I / We hereby authorise you to issue and deliver payment instructions to the bank for collection against my / our above mentioned account or credit card at my / our above mentioned bank (or any other bank or branch to which I / we may transfer my / our account) on condition that the sum of such payment instructions will never exceed my / our obligations as agreed to in the Agreement, and commencing on the commencement date and continuing until this Authority and Mandate is terminated by me / us.

The individual payment instructions so authorised to be issued must be issued and delivered as follows

  1. On the 1st working day ("payment day") of each and every month. In the event that the payment day falls on a Saturday, Sunday or recognized South African public holiday, the payment day will automatically be the very next ordinary business day. Further, if there are insufficient funds in the nominated account to meet the obligation, you are entitled to track my account and re-present the instruction for payment as soon as sufficient funds are available in my account.

Debit orders will be processed on the first working day of every month for renewal services. If your debit order fails, your service(s) will be disabled immediately. Your debit order against your bank account is an automated process and cannot be stopped after the 24th of each month. Please note that if you are cancelling your service(s) with Telsense, you need to cancel via our control panel by the 24th of the month. Failure to do so will result in the product being activated and the monthly subscription being debited from your bank account. If you cancel on or after the 25th of the month, cancellation of the service will be actioned for the end of the following month.

All other debit order instructions (new account sign ups/activations, hardware/device purchases, top ups, upgrades), besides the monthly subscription debit orders, will be processed on a daily basis. Should you order a new service or upgrade your existing service after the 24th of the month, your first renewal debit order thereafter will remain unchanged and an additional debit order will be processed for the price difference within the first 5 working days of the month. The following month the full amount for the updated services will be processed in a single debit order. Should you cancel one of your services or downgrade a service after the 24th of the month, your first renewal debit order will remain unchanged, but the price difference will reflect as a credit on your account, which can either be refunded to you or will automatically be deducted from your next debit order.

I / We understand that the withdrawals hereby authorised will be processed through a computerized system provided by the South African Banks and I also understand that details of each withdrawal will be printed on my bank statement. Each transaction will contain a number, which must be included in the said payment instruction and if provided to you should enable you to identify the instruction. I / We shall not be entitled to any refund of amounts which you have withdrawn while this authority was in force, if such amounts were legally owing to you.

Debit Order Mandate
I / We acknowledge that all payment instructions issued by you shall be treated by my / our above mentioned bank as if the instructions had been issued by me personally.

Debit Order Cancellation
I / We agree that although this Authority and Mandate may be cancelled by me / us, such cancellation will not cancel the Agreement. I / We shall not be entitled to any refund of amounts which you have withdrawn while this authority was in force, if such amounts were legally owing to you.

Debit Order Assignment
I / We acknowledge that this Authority may be ceded to or assigned to a third party if the agreement is also ceded or assigned to that third party, but in the absence of such assignment of the Agreement, this Authority and Mandate cannot be assigned to any third party.

Debit Order Contract
The signed Authority and Mandate refers to our contract as dated as on signature hereof ("the Agreement"). I / We hereby authorize you to issue and deliver payment instructions to the bank for collection against my / our above mentioned account at my / our above mentioned bank (or any other bank or branch to which I / We may transfer my / our account) on condition that the sum of such payment instructions will never exceed my / our obligations as agreed to in the Agreement, and commencing on the commencement date and continuing until this Authority and Mandate is terminated by me / us by giving you notice in writing sent by email to billing@telsense.co.za by no later than the 20th of the month.

Prorata Billing

Prorata billing applies to all new monthly billed services and on the initial purchase only. Prorata billing will not apply should you fail to pay your renewal invoice or any outstanding invoice on your account, the renewal/outstanding invoice must first be paid in order to qualify for the prorata rate on a new service. The bandwidth on a per gig service will be prorated together with the price on purchase. The prorata price and bandwidth is calculated according to the purchase date.

Service Changes (Applies to DSL, Fibre, Mobile and Voice)

Service Changes are changes to the product, speed, combo or data purchased which changes the renewal of the service/s and are billed prorata.

For ease of understanding, services referred to as Upgraded services are services which result in a price increase on the next renewal and Downgraded services are services which result in a lesser billed renewal than the current service.

Clients are not able to service change to an Upgraded service and then service change to a Downgraded service in the same month. The Upgraded service change must first be renewed before a Downgrade can be set for the next renewal.

Example: a Mobile Data service is service changed from 1GB to 5GB in August. The client will only be able to set a service change to a Mobile Data service smaller than 5GB during the month of September for October as the service must first be renewed on 1 September at 5GB before it can be downgraded.

Debit Orders / Credit Cards

All transactions will be processed in South African Rands (ZAR). We accept credit card and debit order as methods of payment. We do not extend credit and payment is required up front, services will not be activated without payment.

As of 1 October 2014 we no longer accept Cash Deposit and Electronic Funds Transfer (EFT) as a method of payment. Clients who are in the process of transitioning to Credit Card or Debit Order will continue to be bound by the conditions below until the transition to Credit Card or Debit Order has been completed:

  • All manual (cash deposit/EFT) monthly payments must reach us before 5pm on the last day of the month, failure to do so will result in all services being suspended until payment is received.
  • Always use your six digit account number as your reference when making payment to avoid delays in your payment being allocated.

Failure to make payment by the due date will result in your services being suspended. Failure to pay your hosting and or domain registration on the due date may result in your domain name being deleted by the registrar and become available to the public for re-registration. Failure to pay your ADSL Line services on the due date may result in your ADSL Line services being transferred to Telkom and Telkom will continue to bill you for this service.