Support Details
Afrihost T&Cs

Terms & Conditions

Fibre Broadband

IMPORTANT NOTICE

Your attention is drawn in particular to clauses rendered 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:

  • Further documents are also applicable to these terms (clause 2).
  • Fibre speeds are provided on a "best-effort" basis, subject to the last-mile partners’ line constraints and demand on the Afrihost network at any given point.
  • You consent to Afrihost monitoring your traffic data for accounting purposes and to ensure the Afrihost system is operating properly (clause 7.1).
  • Disclaimer and Limitation of Liability (clause 9).

Line Faults and Repairs

  1. Afrihost will be entitled to assume that the Fibre Line provisioned to a Client is in good working order until such time as the Client advises Afrihost Support of any problems or service breaks.
  2. Any faults or service interruption should be reported via one of the channels available on the afrihost website.
  3. The last mile provider will attend to faults reported by the Client during office hours and the relevant party will apply its reasonable endeavours to have the Fibre service restored in the shortest possible time.
  4. IF THE LAST-MILE PROVIDER DETERMINES THAT THE FAULT REPORTED BY THE CLIENT WAS CAUSED BY THE CLIENT, THE CLIENT SHALL BE LIABLE FOR PAYMENT OF THE RELEVANT CALL-OUT CHARGE AS DETERMINED BY THE LAST-MILE PROVIDER FROM TIME TO TIME.

Applicable Documents

  1. The provision of Afrihost's Fibre Services are subject to Terms and Conditions.
  2. The following legal documents accordingly apply to the provision of Afrihost Fibre Services and are binding on any subscriber to such service:
    1. Afrihost's Acceptable Use Policy (AUP), available on the Afrihost Website;

    2. Each last mile provider's Standard Terms and Conditions for the provision of Services.

      1. Balwin Fibre Standard Terms and Conditions

      2. Century City Connect Standard Terms and Conditions

      3. Clear Access Standard Terms and Conditions

      4. Connectivity Services at Steyn City Standard Terms and Conditions

      5. Evotel Standard Terms and Conditions

      6. Fibrehoods Standard Terms and Conditions

      7. Frogfoot Networks Standard Terms and Conditions

      8. Maboneng Standard Terms and Conditions

      9. MetroFibre Standard Terms and Conditions

      10. Mitsol Standard Terms and Conditions

      11. Octotel Standard Terms and Conditions

      12. Openserve Standard Terms and Condition

      13. SA Digital Villages Standard Terms and Conditions

      14. Teralink Networks Standard Terms and Conditions

      15. TT Connect Standard Terms and Conditions

      16.  Vumatel Standard Terms and Conditions

  3. Clients and potential clients are encouraged to familiarise themselves with the content of these documents, which are incorporated by reference into these Terms and Conditions.

Service availability and confirmation of service availability

  1. The availability of Fibre Services are subject to the following:
    1. Valid and operational last mile provider service.
  2. POTENTIAL CLIENTS SHOULD CONFIRM THE AVAILABILITY OF THE LAST-MILE PROVIDER SERVICE IN THEIR PARTICULAR LOCATION PRIOR TO PURCHASING OR ORDERING ANY FIBRE SERVICE OR HARDWARE FROM AFRIHOST. THE AVAILABILITY OF FIBRE SERVICES CAN BE CHECKED VIA OUR FIBRE AVAILABILITY MAP ON OUR WEBSITE, BUT AFRIHOST MAKES NO WARRANTY AS TO THE ACCURACY OF THIS RESOURCE, WHICH ARE PROVIDED BY OUR LAST-MILE PROVIDER PARTNERS.
  3. Applicants will be advised after receipt of an order as to whether the relevant Fibre service can be provided.

Service Credit

  1. If the Client wishes to make a claim for service downtime, the Client must log a dispute with Afrihost, which will take the matter up with the relevant last mile provider. Any refund will be made to the Client by Afrihost, which has sole discretion whether to accept the Client’s claim. Such credit will exclude any claims for Slow Access, Intermittent Service and any other fault type except No Service faults.
  2. The calculation of time periods for the purpose of calculating any service credit shall only commence upon the reporting of any fault to Afrihost Support.

Cancellations

  1.  Cancellations are made as per the General Terms, and will only be accepted from within ClientZone.
  2. Cancellation of any Fibre service (Data or Line rental) is the Client's responsibility and all tools to effect such cancellation are provided in ClientZone. The Client is responsible for ensuring that such cancellation of service is actioned with due attention to terms of cancellation, as well as cancellation conditions which require the Client to specifically indicate a required process (for example whether an Fibre Line Rental service should be moved back to the last mile provider or cancelled entirely). Should the Client incorrectly complete the cancellation process, Afrihost will not be liable for any additional costs or compensation to the Client due to the error.

Amendments

  1. Amendments to these terms and conditions will be made as set out in the General Terms.
  2. The Last Mile provider’s Standard Terms and Conditions for the provision of Services also apply to this Service, and may change from time to time. The Client is obliged to check for changes to such terms.

Monitoring of Usage

  1. Afrihost monitors its systems for performance and accounting purposes. The information gained thereby and by any other means may be used to ensure compliance with the Service Terms and our Acceptable Use Policy.

Identity Verification Requirements (RICA)

  1. Use of the Services is subject to ID verification and / or proof of address, required by RICA (the Regulation of Interception of Communication Act of 2009). Clients are required to email, fax or upload the relevant documents;
    1. a full coloured, clear, legible copy of their valid Identity Document or Driver's License.
    2. Non-South African citizens may submit a copy of their valid Passport or International Driver's License.
  2. Verification documents must contain photo identification.
  3. Failure to produce ID verification for an account will result in the product not being activated, regardless of any pro-rata amounts billed.
  4. Should the Client cancel all current valid Afrihost Services, ID verification will be required to sign up for new Services. ID verification will not be requested as long as verified Afrihost Services remain active.

Disclaimer and Limitation of Liability

  1. Afrihost accepts no liability for any loss or damage to the property or equipment of the Client arising out of the provision, installation or maintenance of the Fibre service.
  2. APPLICATION FOR, USE OF, AND SUBSCRIPTION TO THIS SERVICE IS AT THE SOLE RISK OF THE CLIENT OR APPLICANT.

Connect with Afrihost and Save up to R4000 Offer

  1. As of 1 February 2017 and until 7 April 2017, Afrihost is offering a One-Time credit for all clients towards costs incurred when signing up for Fibre Broadband with Afrihost. As of 20 February 2017 and until 30 November 2017 this offer will be available to all signups via the afrihost website and other selected channels. From 31 May 2017 and until further notice this promotion will also be active through certain direct marketing channels and clients will need to sign up via the aforementioned direct marketing channels to be eligible for the offer. 
  2. The overall amount of up to R4000 can be used to offset installation and hardware costs should a user sign up for a new Fibre connection, or alternatively should a user wish to change ISPs, we'll credit their Afrihost account to re-imburse them for costs leveraged by their previous ISPs to make the switch to Afrihost.
  3. It is important to note that R4000 is the overall maximum amount that Afrihost will issue as a credit to users regardless of how it is achieved.
  4. If users sign up for a new connection, the savings will automatically apply on checkout.
  5. If a user is migrating from another ISP, we'll automatically zero-rate migration fees associated with the last-mile provider (i.e. Vumatel, MetroFibre etc.) and then credit their Afrihost account for the termination costs charged by their previous ISP (up to the remaining balance of the R4000 maximum) when they submit a copy of the termination settlement to us.
  6. This offer is available once-off, to one legal entity per address. Should ownership of an address change, the new occupant would become eligible for the offer. Should a legal entity wish to add an additional connection, or cancel and sign up again - this offer will not apply.
  7. Applicable to signups before 05 October 2017 - Should a user cancel their connection with us before 18 months of service, they will be charged a pro-rated amount to recover the initial offer extended. What this means is, for example, if a user receives an overall credit of R3600 on signup, and cancels after 8 months, that they will be charged an amount pro-rata for the remaining 10 months – in the case of this example that would equate to R2000. This is to cover the capital outlay incurred by Afrihost to provision infrastructure and hardware required in facilitating the fibre connection to users.
  8. Applicable to signups on or after 05 October 2017 - Should a user cancel their Afrihost Fibre less than 6 months from installation, they will be charged a fee of R999 to recover costs for the Wi-Fi Router.
  9. We will not credit users, when migrating ISPs, for hardware acquired independently or that is not stated as part of the termination settlement from their previous ISP.
  10. If a user is signing up via one of our Fibre Partner’s websites, they will need to submit substantiating documentation for installation and other costs via the Afrihost ClientZone in order for us to credit their Afrihost account for these costs.

Connect with Afrihost and Save up to R1000 Offer

  1. As of 8 April 2017 and until further notice, Afrihost is offering a One-Time credit for an inclusive Fibre-Ready Wi-Fi Router when signing up for Fibre Broadband with Afrihost.
  2. R1000 is the maximum amount that Afrihost will zero-rate towards a Fibre-Ready Wi-Fi Router selected as part of a new Fibre Order.
  3. When a user signs up correctly the savings will automatically apply on checkout.
  4. This offer is available once-off, to one legal entity per address. Should ownership of an address change, the new occupant would become eligible for the offer. Should a legal entity wish to add an additional connection, or cancel and sign up again - this offer will not apply.
  5. Should a user cancel their connection with us before 18 months of service, they will be charged a pro-rated amount to recover the initial offer extended. What this means is, for example, if a user receives an overall credit of R1000 on signup, and cancels after 9 months, that they will be charged an amount pro-rata for the remaining 9 months – in the case of this example that would equate to R500. This is to cover the capital outlay incurred by Afrihost to provide the Wi-Fi Router.
  6. We will not credit users, when migrating ISPs.
  7. If a user is signing up via one of our Fibre Partner’s websites, they will need to order a router manually from our website and then request our accounts department to issue a refund.

Fibre Hardware

  1.  All hardware provided by last-mile providers will remain property of said last-mile provider into perpetuity.
  2. Should a user cancel their service and not migrate to another ISP on the same last-mile provider, they will be required to return the fibre modem of the last-mile provider as the hardware is provider specific.
  3. Wi-Fi routers provided by Afrihost will remain the property of users upon cancellation (subject to any outstanding fees). Wi-Fi routers can be re-used when switching providers and as such do not need to be returned to us.