Terms of Service


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.

Service Levels

All services sold by Telsense are provided as a best-effort service, uptime and speeds cannot be guaranteed unless otherwise stated. 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.

Delivery Policy

This delivery policy applies to services delivered by an Telsense appointed representative only. The delivery of certain products/services sold by Telsense are handled directly by the supplier or provider. In these cases the delivery policy will be stated in the Terms and Conditions for that particular product/service. If you are not sure please contact us so that we may advise you on the delivery policy that applies to your purchase. 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

Cancellations Policy The cancellation of a product or service is the Clients responsibility. Cancellations must be actioned from the Control Panel. Email, fax and telephonic cancellations will not be accepted, all cancellations must be processed via the 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. A minimum calendar months notice is required for all services unless otherwise stated. Promotions carry additional Terms and early cancellation fees may be payable. Telsense will not be responsible for incorrect cancellations processed via the Control Panel, or be liable for any losses incurred.

Security Policy

Credit Card transactions are processed via our payment service provider Payfast (Pty) Ltd. As a payment gateway Virtual Card Services does not and cannot verify, authorise or settle any transaction. Payfast provides the conduit (the messenger) for information between the merchant and the merchants bank. Transaction security Payfast uses 128-bit SSL certificates to ensure that all transactional information is passed securely between the merchant and Payfast site. No cardholder information is ever passed unencrypted and any messages sent to our servers from Payfast 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 Payfast systems using internationally recognised 256-bit encryption standards. The data held by Payfast is extremely secure and strict policies are in place ensuring limited and secure access to their servers internally are maintained. The information stored by Payfast is highly regulated and audited regularly by a Quality Assurance Assessor (QSA). System security Payfast 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, Payfast is PCI DSS Level 1 certified, which is the highest level of compliance. Payfast 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. Failure to pay for services by the due date will result in services being suspended and possibly cancelled until payment is received. The reactivation of services is subject to payment of all outstanding amounts and any applicable reactivation fees.

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 Payfast (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 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

i. 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 the control panel by the 24th of the month 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 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 [email protected] by no later than the 20th of the month or by logging in on your control panel and updating your payment method by no later than the 24th 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

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.

New services can only be set to Downgrade from the second month (month after activation) and will only apply from the following month (month 3).

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. Please email your Proof of Payment/Cash Deposit slip to [email protected], please remember to use your six digit account number as your reference when making your payment.

Fibre Services

Fibre Broadband Access is supplied as a best effort service by the Fibre Line Provider. Warranties on equipment/hardware supplied during the installation are held by the Fibre Line Provider or their chosen Representative and remain their property. In order to use the Fibre Data purchased from Telsense a Fibre router/modem is required, this router/modem needs to be purchased by the client. Only approved (ICASA, SABS) hardware is permitted to be used, un-approved hardware connected to the Fibre Line by the client which proves to be interfering/causes damage to the service provided by the Fibre Line Provider/Telsense or its infrastructure is not permitted. Any costs which arise due to damage and repairs caused by the connection of un-approved hardware by the client will be for the clients account.
Areas marked as available on the map may not be Fibre ready at your particular address due to a number of factors. Pre-orders do not guarantee that Fibre will be available at your particular address once the planned project has been completed. Should we not be able to proceed with your application we will advise you thereof. Installations are typically completed within +- 30 days, this timeframe is however not guaranteed. Telsense only offer Fibre to the Home services through our Fibre Line Providers at this time. Fibre line installations and connections are subject to an installation and connection fee which is prescribed by the Fibre Line Provider. Additional fees may apply should trenching or additional cabling be required to complete the installation. Additional fees may also apply should a re-installation or indoor transfer (move line within the same premises) be required. Telsense, the Fibre Line Provider or its Contractor will make any additional charges known to the client and the client will be required to accept or reject these charges before the order is completed. Please note that should the service be ordered and the incorrect address is supplied, the client will be responsible for all charges relating to the order placed at the incorrect address. An additional fee may be charged as prescribed by the Fibre Provider for re-grading the speed of a fibre line as well as outdoor transfers (new address) and transfers between Internet Service Providers. Downgrades may require 30 days notice depending on the Fibre Provider, the earliest date for a downgrade request will be displayed in the Client Control Panel when submitting the request. Cancellations for fibre lines are only submitted at the end of each month, the cancellation request must be submitted via the Client Control Panel at least a calendar month before the cancellation date, the earliest available cancellation date will be shown in the Client Control Panel. Cancellation requests which do not adhere to a calendar months notice requirement are subject to Early Termination Fees which will need to be settled before the cancellation request is processed, this fee is prescribed by the Fibre Line Provider. Transfers between Service Providers are handled in the same manner as a new installation and are typically completed within +- 30 day, this timeframe is however not guaranteed. An additional fee of up to R2 000.00 may be charged on faults logged which are found to be caused by faulty hardware or user error. This amount will be charged to your account once we are advised of the charges by the Fibre Line Provider. By completing the order it is deemed that consent has been received from the landlord, owner or body corporate for the installation of the service. The available capacity on the network is shared between all users of Telsense bandwidth. Acceptable Usage Policies are attached to Uncapped Services. Capped services whilst the majority of the time will remain untouched may be shaped or throttled should the demand on the network and available capacity be affected. Capped services will generally receive priority through-put on our network provided there is no rise in demand or extenuating circumstances affecting the performance of the network.

Uncapped Services

Uncapped services do not carry a usage limit (cap) but speeds will be limited to the speed of the Fibre line. The service is for personal use only and may not be resold, shared or used for commercial purposes. The use of our uncapped services by WISPs (wireless internet service provider) is strictly prohibited. All uncapped products carry an Acceptable Use Policy which can be found here, please take the time to read through it as important information is communicated there-in. By accepting the Terms and Conditions, you also agree to the afore-mentioned AUP (Acceptable Use Policy). Uncapped services are billed on a calendar month basis (1st to last day of the month) and payment is due in advance by the 1st of each month.

Uncapped Fibre Promotion

This promotion is a limited promotion that may be stopped at any time. This promotion does not include all Fibre Providers, please refer to the list at the bottom for further information. This promotion only applies to the uncapped fibre product as seen on our website. This promotion includes: Free Installation and Connection for a new or existing line and a Free Router for new installations. Should you wish to enquire if your sign up was completed during this Promotion you can email [email protected] for assistance. Telsense will pay the standard installation and or connection fees of a new installation on behalf of our client during this Promotion to a maximum of R3 000.00. The amount of R3 000.00 does not include any fees due where additional installation/trenching equipment charges apply. Telsense will provide clients signing up for a new installation with a free fibre router valued at up to R799.00, the make and model thereof is determined at Telsense discretion. The activation will be charged at R249.00. Should the service be set to cancel or transfer to another ISP within 6 months of the activation date a cancellation fee of R999.00 will become payable before the cancellation is processed together with a calendar months notice. Should the monthly payment for the service fall into arrears the service will be cancelled and the cancellation fee of R999.00 will automatically be billed to the clients account. Downgrades to a smaller package/service/speed from what was originally purchased will not be permitted within 6 months of the activation date. If the Fibre Line cannot be installed or the installation/activation is cancelled the client will have the option of purchasing the router or returning it to us in its original packaging and condition. In cases where the installation/activation has been cancelled by the client, the collection costs will be for the clients account. Excludes Pre-Orders. Only once the service is live and the promotion is still available will it apply. Purchases on this Promotion are limited to 3 per profile/individual.

Acceptance of Terms

All Telsense services are provided as a Best Effort Service and no guarantees on up time or availability are offered. We implore clients using our services to operate their business, server or any type of critical services (not limited to those mentioned here) or any type of operation that could have a detrimental effect on themselves, business or others have back up services in place to ensure a continuation of service with minimal downtime should their service be affected in any way. Telsense together with its Suppliers and Partners endeavor to provide maximum up time for all services at all times.

I accept and understand that: The service will be subject to: Provisions of the Electronic Communications Act No 36 of 2005 (the ECA), including the Acceptable Usage Policy of all Service Providers and Network Operators for which Telsense resell services. All services are Month to Month, service/s may be terminated by the client or Telsense. The accepted cancellation method is via the Control Panel and one calendar months notice is required, in certain instances a cancellation fee may be applicable. Telsense will be entitled to change the price of any service purchased or discontinue a service or product type. Telsense endeavors to provide clients with reasonable notice of such changes. Telsense reserves the right to limit the methods of payment options per service or product type. Should I/we fail to pay my/our account in full I/we shall be liable for any resultant collection, tracing and/or legal fees and all my services will be suspended. Telsense will be entitled to verify the information contained on the clients order form and generally make enquiries it deems necessary. Telsense will also be entitled to furnish any information regarding the clients account with Telsense and his compliance with these conditions to any credit bureau / Bank. I/we hereby indemnify Telsense against any damage, loss, claims or cost that may result from work being done in connection with the connection and / or removal of the service. All services sold by Telsense are sold as a best effort service, throughput is in no way guaranteed. Telsense together with its Suppliers and Partners disclaim any liability resulting from: Interruption of service Delays in provisioning, delivery or providing of the service Acts of God Negligence in any manner or form Unauthorised use or misuse of the clients account and/or passwords Misinformation provided by employees Damages arising from the inability to access or utilise a service I/we agree that any claim under this Agreement is limited to the amount paid for the monthly service in dispute not exceeding 3 months. Telsense and its Suppliers/Partners shall not be liable for any direct, indirect or incidental damages resulting from the client/users inability to use any of the Services or the cost to procure an alternative service. All links provided here-in where you are directed to a different page or site remain part of these Terms & Conditions, by accepting these Terms & Conditions you are accepting the Terms and/or Policies represented on these pages.

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