Terms and Conditions
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 Neirotech 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/Neirotech 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. Neirotech 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. Neirotech, 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 Neirotech 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.
Rollover of Data
Unused data rolls over to the following renewal month (calendar month) for a period of 3 months. Rolled over data will be used first from the 1st of each month and thereafter the renewal data will be used. Rollover data consists of unused renewal data and unused top up data.
The most recent rolled over data will be used first, working on a system of last in first out.
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 WISP’s (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.
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.
The maximum achievable speed on all DSL Data services is 40 Mbps. If you are using a Fibre Line and would like to achieve speeds higher than 40 Mbps, please consider using our Fibre Data services.
Telkom Fixed LTE
Telkom Fixed LTE is a best effort service with no minimum service levels offered. Speeds will differ according to the type of connection made. Average speeds within the specified coverage areas range between 10Mbps and 50Mbps. Many factors determine the speed and quality of service which will be achieved such as but not limited to, distance, weather, interference around and within the property.
The service is a monthly billed service which will continue on a month to month basis until cancelled. Cancellations require a minimum calendar months' notice.
This service is a mobile wireless service which can be used anywhere within Telkom Fixed LTE Coverage areas. Axxess will not provide Support Services when the service is used outside of a coverage area. Clients who proceed with the purchase of the service and are not covered under the Coverage Map at the address they intend to use the service at do so at their own risk, service is in no way guaranteed in areas not displayed on the coverage map.
The service can only be purchased together with a modem, the make and model will be determined at Neirotech/Telkom's discretion. The SIM must be used in the modem provided, failure to do so may result in the service not working.
The modem carries a 1 year Warranty if ordered through Axxess together with the Telkom SIM, device warranty claims for the modem will be handled by Neirotech who will deal directly with the Supplier on the clients behalf.
Please ensure that you purchase the correct modem/router for your connection type, e.g. ADSL, VDSL, Fibre and Mobile. A modem/router is required in order to utilize our services and is not included with the data product purchased unless otherwise stated.
Neirotech has a 7 business day return policy. Units returned must be returned as shipped (i.e. same cosmetic condition and all shipped packaging, parts and accessories included) to be eligible for refund or exchange. If the modem is returned within 7 days it will be refunded or replaced with a new unit.
Neirotech 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 Neirotech. This will in no way impact the continued warranty provisions, and only relates to courier charges and logistics.
All modems carry a 12 month warranty. If outside of the 7 day return window, faulty modems can be returned to Neirotech and will either be replaced with a re-furbished unit or sent to the manufacturers for repairs and returned to the client upon completion. Clients are able to choose whether they would like to wait for their own router to be repaired, or if they would like a refurbished unit sent straight away.
The warranty and returns policy does not cover 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 or return).
Using the incorrect power supply is deemed to be improper use or abuse of the product. This effectively voids the manufacturer's warranty 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, Neirotech 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.