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Terms + conditions.

01. Service description.
  1. Afrihost provides FTTB Data Services to its Clients, and these Service Terms describe the terms on which such Services are provided to Clients.
  2. The FTTB Service includes:
    1. Service activation assistance and coordination with the applicable Last-mile Provider;
    2. line support and fault logging;
    3. proactive follow-ups with Last-mile Providers during installation, where reasonably appropriate; and
    4. escalation of support requests where justified and operationally appropriate.
  3. Unless expressly agreed to in writing, Afrihost does NOT provide LAN support, WiFi optimisation, internal cabling beyond the Demarcation Point, server configuration, firewall configuration, endpoint security, or VoIP configuration.
  4. Detailed Service descriptions can be found on the Client Interface.
  5. Provision of Services by Afrihost is made possible by Services provided by Last-mile Providers, whose terms and conditions also apply to the Service.
  6. Clients may not resell the Services to third parties.
02. Last-mile Provider Terms.
  1. Clients agree that the provision of Afrihost's FTTB Services are subject to the respective Last-mile Provider’s terms and conditions. These terms and conditions may change from time to time. It is the Client’s responsibility to check for changes to these FTTB Service Terms.
  2. Clients shall be responsible for obtaining all necessary approvals and consents, where required, to install the Services at the Client’s premises.
  3. In addition, the following legal documents accordingly apply to the provision of Afrihost FTTB Services and are binding on Client using such Service:
    1. Each Last-mile Provider’s standard terms and conditions for the provision of Services.
      1. Octotel FTTB – Standard Terms and Conditions
        1. The ONT installed at the Premises is the demarcation point between the Octotel network and the Client’s own network and equipment. Octotel’s responsibility for the Service ends at the ONT, and the Client remains responsible for all wiring, equipment, and configuration on the Client’s side of the ONT.
        2. Clients must not do anything, and must take reasonable steps to ensure that its users and any third party refrain from any conduct or omission, that damages, interferes with, impairs or impedes the Octotel network, the Service, or their use by Octotel’s other customers, and must use the Service lawfully and in accordance with Octotel’s acceptable use requirements as applicable from time to time.
        3. In addition to clause 10 below, the Client acknowledges that Octotel may suspend, restrict, or interrupt all or part of the Service:
          1. for planned or standard network maintenance;
          2. to carry out emergency works or to protect the integrity or security of the Octotel network; or
          3. where required to comply with any law or order of court. Octotel will give such prior notice as is reasonably practicable in the circumstances, which, in the case of emergency works, may be limited or given after the event. NEITHER OCTOTEL NOR AFRIHOST WILL BE LIABLE FOR ANY LOSS ARISING FROM SUCH SUSPENSION, RESTRICTION, OR INTERRUPTION IMPLEMENTED IN ACCORDANCE WITH THIS CLAUSE.
        4. Faults on the Octotel network are logged by Afrihost with Octotel and handled in accordance with Octotel’s operational escalation framework in force from time to time. OCTOTEL’S NETWORK SERVICES ARE PROVIDED ON A BEST-EFFORTS BASIS, AND DO NOT CONSTITUTE A SERVICE LEVEL, GUARANTEE, OR WARRANTY BY AFRIHOST OR BY OCTOTEL.
        5. Clients acknowledge that it has no direct contractual relationship with Octotel, however the above terms are binding on Clients by incorporation by reference into Afrihost’s Terms. IN ADDITION TO CLAUSE 16 BELOW, NEITHER AFRIHOST NOR OCTOTEL WILL BE LIABLE TO THE CLIENT FOR ANY FAILURE, BREAKDOWN, INTERRUPTION, DELAY IN PROVISION, OR RESTORATION, OR DEGRADATION OF THE OCTOTEL NETWORK, OR FOR ANY RESULTING CONSEQUENTIAL OR INDIRECT OR SPECIAL LOSS, SAVE TO THE EXTENT CAUSED BY SUCH PARTY’S GROSS NEGLIGENCE OR WILFUL MISCONDUCT.
  4. Clients and potential clients are encouraged to familiarise themselves with the above and the content of documents as applicable to their Services, which are incorporated by reference into these Service Terms.
03. Service availability and confirmation of service availability.
  1. The availability of FTTB Services is subject to the existence of a 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 FTTB SERVICE OR HARDWARE FROM AFRIHOST. THE AVAILABILITY OF FTTB SERVICES CAN BE CHECKED VIA OUR FTTB AVAILABILITY MAP ON THE CLIENT INTERFACE, BUT AFRIHOST MAKES NO WARRANTY AS TO THE ACCURACY OF THIS RESOURCE, WHICH IS PROVIDED BY OUR LAST-MILE PROVIDERS.
  3. The relevant Last-mile Provider shall, within 7 (seven) Business Days after receipt of a Client’s Application for FTTB Services, notify the Client if it is unable to provide the requested Service. In such event, the Application shall be deemed cancelled, and neither Afrihost nor the Last-mile Provider shall bear any liability for any loss, damage, or expense of any nature whatsoever sustained or incurred by the Client arising from the Last-mile Provider’s inability to provide the requested Service.
  4. Where both FTTB and FTTH infrastructure are available at a business Client’s premises, the Client agrees that only FTTB Services may be signed up for. Afrihost shall not be obliged to activate or maintain an FTTH Service at a Premises for which FTTB infrastructure has been provided and designated by the relevant Last-mile Provider.
04. Provisioning and installation.
  1. Afrihost will process your Service Order and lodge the installation or provisioning request with the relevant Last-mile Provider.
  2. Clients agree to ensure, at their own cost where applicable:
    1. lawful access to the Premises;
    2. landlord or body corporate approvals;
    3. internal ducting or wayleaves where required; and
    4. suitable power and space for CPE equipment such as the ONT.
  3. Any quoted installation timeline is an estimate only and may be impacted by permissions, civil works, building restrictions and Last-mile Provider processes. Clients acknowledge that delays caused by the relevant Last-mile Provider, landlord or body corporate, or any other third parties are outside Afrihost’s control.
  4. Installation is deemed to be complete upon successful testing or Last-mile Provider sign-off in writing.
  5. Clients agree that installation fees, if any, will be as described in the Service Order. Once installation has commenced, installation fees may be non-refundable.
  6. Clients agree that Afrihost may recover actual costs reasonably incurred, if the Client hinders or prevents reasonable installation access or reschedules installation on more than 1 (one) occasion.
05. FTTB hardware.
  1. All hardware provided by Last-mile Providers will remain property of said Last-mile Provider into perpetuity.
  2. Clients are prohibited from removing, dismantling, damaging and/or interfering with the Last-mile Providers equipment such as ONT devices in any way or form so as to compromise the integrity of the Last-mile Provider equipment.
  3. Should a Client cancel their Service and not migrate to another ISP on the same Last-mile Provider, they will be required to return the FTTB ONT or other CPE device of the Last-mile Provider, as such hardware is specific to each Last-mile Provider.
  4. WiFi routers provided by Afrihost will remain the property of Clients upon cancellation, subject to paying any outstanding Fees. WiFi routers can be reused when switching Last-mile Providers, subject to applicable Last-mile Provider terms and conditions.
06. Identity Verification Requirements (RICA).
  1. Identity Verification as per RICA legislation is dealt with in the General Terms.
07. Payment and payment terms.
  1. Payment is dealt with as described in the General Terms.
08. Suspension.
  1. Suspension is dealt with as described in the General Terms.
09. Cancellation / Termination.
  1. Cancellation of any FTTB service is the Client's responsibility and all tools to effect such cancellation are provided in Client Interface. 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 a FTTB 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.
  2. In the event that the Client remains in default for FTTB Services by the last day of a Calendar Month, Afrihost may initiate termination procedures effective at the end of that month. Should it do so, the Client’s Service will be suspended pending termination of the Service. The Client will remain liable for all accrued Fees during the suspension period, including but not limited to any promotional cancellation Fees.
  3. One calendar month cancellation notice is required. Clients will have until 23:00 on the last day of the month to submit the cancellation. Should a client submit a cancellation after 23:00 on the last day of the month, the effective cancellation date will be in two months.
  4. Subject to clause 17 below (Save up to R5000 Promotion), if a Client received any promotional benefit (for example, discounted/free installation, a free/discounted router, or a credit/reimbursement) and cancels its FTTB Service less than 6 (six) months from activation, or the Client’s account falls into arrears during such 6 (six) month period, the Client agrees to be charged a cancellation Fee of R999.00 (nine hundred and ninety-nine Rand). This cancellation fee is NOT applicable to Clients who paid the full installation fee and did not receive a promotional router or any other promotional benefit/credit pertaining to the “Save up to R5000 Promotion”.
  5. A FTTB line that is pending cancellation can be reactivated up until 7 (seven) days before the effective cancellation date.
  6. If you requested or received a FTTB router from Afrihost and you cancel your pending order before installation is completed:
    1. You will have to return your router - undamaged and in its original packaging - within 14 (fourteen) days from cancellation.
    2. Afrihost's warehouse will assess the condition of the router before it can be deemed as in good condition.
    3. Should you not return the router within the specified time or if our warehouse does not deem the router condition to be satisfactory, you will be charged a fee of R999.00 (nine hundred and ninety-nine Rand).
10. Network performance and maintenance.
  1. The FTTB service is provided on a best-effort basis, unless a specific service level agreement is agreed to in writing.
  2. Clients acknowledge that Service throughput and performance may be affected by contention, upstream capacity, hardware limitations, Last-mile Provider conditions, and network demand.
  3. Afrihost does not guarantee uninterrupted Service, and Clients agree that Afrihost will not be liable for downtime caused by Last-mile Provider outages, force majeure, or scheduled maintenance.
11. Line faults and repairs.
  1. Afrihost will assume that the FTTB 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. Afrihost’s Support includes activation assistance, line support, and proactive follow ups with Last-mile Providers during installation, where appropriate.
  3. Clients may be escalated to priority teams at Afrihost’s sole discretion based on operational requirements, fault severity, and business impact.
  4. Any faults or Service interruption should be reported via one of the channels available on the Client Interface.
  5. Clients acknowledge that FTTB Service speeds are provided on a “best-effort” basis, subject to the Last-mile Provider’s line constraints and demand on the Afrihost network at any given point. The Client therefore agrees that varying FTTB Service speeds does not constitute a fault.
  6. 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 FTTB Service restored in the shortest possible time. Response time commitments may therefore be the only primary measurable service level component, if agreed to in writing.
  7. 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 AND REPAIR COSTS AS DETERMINED BY THE LAST-MILE PROVIDER FROM TIME TO TIME.
12. Backup connectivity and Afrihost Max.
  1. Clients acknowledge that one connectivity Service is insufficient for business use, and Clients should implement redundancy appropriate to the Client’s risk profile.
  2. Clients further acknowledge that 5G backup may be suitable for smaller businesses but upload performance may be inconsistent and may negatively affect VoIP or real-time applications depending on coverage, capacity and contention.
  3. Afrihost offers Max Uptime Services, which is a redundancy Service and is not intended as a primary connectivity service. Clients may access the Max Uptime Terms <here>.
  4. Where Afrihost supplies LTE or 5G failover or backup Services, Clients accept that failover can be constrained by fair usage policies of the relevant mobile network provider, limited approved devices, higher upfront hardware costs, and availability constraints.
13. Public IP addresses.
  1. Clients agree to specify their public IP address requirements at the ordering stage, however, Afrihost does not guarantee that it will be able to fulfil such requirements.
  2. Public IP address availability may depend on technical and resource capability, address pool limitations, and operational constraints, including at scale.
  3. For avoidance of doubt, public IP addresses are neither static nor fixed IP addresses.
14. Monitoring of usage.
  1. Clients acknowledge that 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.
15. Interactions with Afrihost staff and Afrihost brands.
  1. Clients will be held accountable for their conduct towards Afrihost staff and in the public or private domain with regard to allegations or malicious conduct directed toward Afrihost, its staff or any Afrihost brand.
  2. Abusive behaviour, including (but not limited to) aggression, bullying, offensive language or conduct, including threats, humiliation or any type of intimidation on a forum or directed at Afrihost, its staff or any Afrihost brand will be deemed abusive and will not be tolerated. Such conduct may constitute an AUP violation and Afrihost reserves the right to suspend or terminate the provision of Services to a Client in such cases.
  3. Clients using public platforms to spread libel, false allegations, unreasonably or maliciously diminish the reputation or public perception of Afrihost, its staff or any Afrihost brand may have their Services suspended or terminated, depending on the severity and circumstances of the incident(s), and may also be regarded as contrary to the AUP.
16. Disclaimer and limitation of liability.
  1. In addition to the limitations on liability and indemnities set out in the General Terms, 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 FTTB Service.
  2. APPLICATION FOR, USE OF, AND SUBSCRIPTION TO THIS SERVICE IS AT THE SOLE RISK OF THE CLIENT OR APPLICANT.
  3. Uncapped FTTB Data is not throttled or shaped. However, there may be circumstances beyond the control of Afrihost that may vary performance, based on demand, service breakdowns or technical outages. During this time, some Services may be affected and not perform optimally. Afrihost will endeavour to improve or optimise Services as much as possible during such periods as part of its duty to deliver the best service experience. This will not constitute shaping or throttling.
17. Save up to R5000 promotion.
  1. Afrihost is offering a one-time credit for all Clients towards costs incurred when signing up for FTTB Services with Afrihost. This offer will be available to all sign ups via the Afrihost Website and other selected channels. 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 R5000 (five thousand Rand) can be used to offset installation (selected providers only) and hardware costs should a Client sign up for a new FTTB Service, or alternatively should a Client wish to change ISPs, we'll credit their Afrihost account to reimburse them for costs leveraged by their previous ISPs to make the switch to Afrihost. The credit does not include free service, which is calculated separately. Should the total amount of hardware, activation, migration or installation costs exceed the R5000 (five thousand Rand) amount, the remainder will be billed to the Client.
  3. It is important to note that R5000 (five thousand Rand) is the overall maximum amount that Afrihost will issue as a credit to Clients regardless of how it is achieved.
  4. If Clients sign up for a new connection, the savings will automatically apply on checkout.
  5. If a Client 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 R5000 (five thousand Rand) maximum) when they submit a copy of the termination settlement to us.
  6. This offer is available once-off, to one Client per physical address. Should ownership of an address change, the new occupant would become eligible for the offer. Should a Client wish to add an additional connection or cancel and sign up again - this offer will not apply.
  7. If a Client opts in to the “Save up to R5000 Promotion”, the Client agrees to a 6 (six) month minimum commitment period for such promotional benefit.
  8. If a Client cancels its Afrihost FTTB Service in terms of clause 9.4 above, less than 6 (six) months from activation, or their account falls into arrears during this time, they will be charged a cancellation Fee of R999 (nine hundred and ninety-nine Rand) as a reasonable charge linked to the promotional benefit(s) that the Client received. The Client will therefore remain liable to Afrihost for all Fees owed. Where the CPA applies, such cancellation Fee is intended to be a reasonable cancellation penalty as contemplated in section 14 of the CPA.
  9. We will not credit Client, 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 Client is signing up via one of our FTTB Partners’ websites, they will need to submit supporting documentation for installation and other costs via the Afrihost Client Interface in order for us to credit their Afrihost account for these costs.
  11. The installation Fee includes cabling up to 30 (thirty) metres (up to value of the remaining balance of the R5000 (five thousand Rand) maximum. If your installation requires additional cabling, a site survey will be done, after which you will receive a quote from the applicable Last-mile Provider. Should you choose to proceed, you will be liable for any additional costs incurred. The additional cabling is directly payable to the applicable Last-mile Provider.
  12. Installation lead times are a guide based on averages and will vary. Line activation and connection times need to be added for full turnaround estimation.
  13. Afrihost reserves the right to change the Promotion at any time. While stocks last. E&OE.