Support Details

Support via Website

We have a specially written Afrihost Support Website with guides and troubleshooting advice for all clients.

Live Chat or Afrihost Answers

Support via Email

We provide clients with easy Email and Ticket Support, simply choose what works best for you and we'll resolve your issue as soon as possible.

Email us or Submit a Ticket

Support via Phone

Want to talk to someone over the Phone? No Problem! We gladly assist our clients telephonically during the hours outlined below.

011 612 7200

Mon-Fri 07:00-20:00
Sat-Sun 09:00-15:00

* Standard call rates.
Free Landline minutes do not apply

24/7 Call‑Back Support

Want us to call you? SMS us anytime, 24/7 and we'll call you back as soon as one of our Legendary Support Agents are available.

SMS "Help" to 32541

* SMS charged at R1.50.
Free SMSes do not apply.

Afrihost T&Cs

Terms & Conditions

Device Warranty & Refunds Policy

IMPORTANT NOTICE

Your attention is drawn in particular to clauses rendered in bold capitals in these terms. What follows is a summary for your convenience and does not form part of the agreement between you and Afrihost. It is your responsibility to read the clauses referred to:

  • Failure to abide by Afrihost's policy can result in deductions to the claimed refund or rejection of claims for refund or exchange. (clause 1.6).

General Terms

  1. Afrihost has a 7-day device return policy. Devices can be returned for any reason during this period. Returned Units must be in the same condition as shipped (including all shipped packaging, parts and accessories) to be eligible for a refund or exchange. Returns that are incomplete or not in shipped condition will not be replaced with new units or be only partially replaced with refurbished or repurposed items.
  2. The first return will be arranged and paid by Afrihost (including collection and delivery of unit or replacement). Additional exchanges or returns will be for the Client’s cost, and Afrihost will not be liable to reimburse any costs. This will in no way impact the continued warranty provisions, and only relates to courier charges and logistics.
  3. All manufacturer's warranties, for the repair or replacement of faulty units will be available to the Client. The warranty is limited to items covered by the manufacturer only. The warranty does not cover lightning damage or any damage deemed to have been caused by the Client's misuse or mistreatment of the product (including damage due to improper return shipping of the product for exchange).
  4. In the case of mobile devices, using incorrectly sized SIM cards, and any physical damage as a result, is deemed to be improper use or abuse of the product. This effectively voids the manufacturer’s warranty (and Protection Plan where applicable) and therefore will not be exchanged or returned. This further extends to the use of unapproved accessories or modifications which effectively void the warranty on the product. In such circumstances, Afrihost will not be liable to repair or replace any such devices and no further correspondence will be entered into once the device is deemed to be out of warranty. 
  5. Repair or replacement of devices out of warranty will not be facilitated by Afrihost, unless the Client is purchasing a new replacement device. This will also apply to the use of accessories (such as external antennae) or modifications which are not supported by the manufacturer and effectively void the warranty.
  6. Afrihost reserves the right to replace a router with a refurbished unit, which will be provided under existing warranty conditions.
  7. Failure to abide by Afrihost's policy can result in deductions to the claimed refund or rejection of claims for refund or exchange.

Protection Plan for Mobile Data SIMs

  1. Afrihost will repair or replace defective or damaged units (as a result of normal wear and tear), which only includes the SIM (devices are not covered under the protection plan).
  2. This is not insurance: Afrihost will not replace stolen or destroyed units. In order to claim, the Client must provide Afrihost with the defective unit.
  3. Protection Plan cancellations need to be made before the 23th of the month in which Clients wish to cancel. Any cancellation after the 23th will go into effect at the end of the following month.
  4. There are no limits to the amount of times a Client can claim.
  5. One Protection Plan covers 1 Afrihost SIM. If a Client has multiple Afrihost issued SIMs, each will need its own individual Protection Plan.
  6. Delivery of repaired or replacement units within two Business Days is not guaranteed but generally attainable in major centres. If not in a prime coverage area, it might take a day or two extra to be delivered. Deliveries take place during business hours on weekdays. Weekends are excluded from all time calculations.
  7. Protection Plans will exclude claims arising from negligence or where damage to a unit is wilful or contrary to the reasonable use of the product. For example, use of incorrectly sized SIM cards (and resultant damage caused removing such SIMS) will be considered improper use and will not be covered by the plan. Such use is also not covered by the manufacturer’s warranty (for warranty claims) and therefore falls outside of any agreement with Afrihost.

Revision History

These terms were last updated 15 Apr, 2015. You can view other versions below.