Terms of Service
Please read these terms carefully before using our fiber internet services.
1. Acceptance of Terms
By accessing or using FiberPulse's fiber internet services ("Services"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not use our Services.
These Terms constitute a legally binding agreement between you ("Customer" or "you") and FiberPulse (Pty) Ltd ("FiberPulse," "we," "us," or "our").
Important: These Terms may be updated from time to time. Continued use of our Services after any changes constitutes acceptance of the new Terms.
2. Service Description
2.1 Fiber Internet Services
FiberPulse provides high-speed fiber optic internet connectivity services to residential and business customers in South Africa. Our services include:
- Fiber-to-the-Home (FTTH) internet connectivity
- Various speed packages and data options
- 24/7 technical support and customer service
- Network monitoring and maintenance
- Optional value-added services
2.2 Service Availability
Services are subject to availability in your area and technical feasibility. We reserve the right to determine service availability and may decline to provide services in certain areas or circumstances.
3. Account Registration and Eligibility
3.1 Eligibility Requirements
To use our Services, you must:
- Be at least 18 years of age or have parental/guardian consent
- Provide accurate and complete registration information
- Have a valid South African address where services will be installed
- Pass our credit and identity verification checks
- Agree to these Terms and our Privacy Policy
3.2 Account Security
You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must notify us immediately of any unauthorized use of your account.
4. Service Plans and Billing
4.1 Service Plans
We offer various service plans with different speeds, data allowances, and pricing. Plan details, including current pricing, are available on our website and may be updated from time to time.
4.2 Billing and Payment
Billing Cycle
- • Monthly billing in advance
- • Bills issued on the same date each month
- • Payment due within 7 days of invoice date
Payment Methods
- • Debit order (preferred)
- • Credit card
- • Electronic funds transfer (EFT)
- • Cash deposits (selected locations)
4.3 Late Payments and Suspension
Late payment may result in:
- Service suspension after 14 days of non-payment
- Late payment fees as specified in your service agreement
- Termination of service after 30 days of non-payment
- Referral to debt collection agencies
5. Installation and Equipment
5.1 Installation Process
Professional installation is required for all new connections. Installation includes:
- Fiber optic cable connection to your premises
- Installation of Optical Network Terminal (ONT)
- Configuration of router and network equipment
- Testing and activation of service
5.2 Equipment Responsibility
| Equipment | Ownership | Maintenance |
|---|---|---|
| Fiber Cable (to premises) | FiberPulse | FiberPulse |
| ONT (Optical Network Terminal) | FiberPulse (leased) | FiberPulse |
| Router (if provided) | Customer (purchased) or FiberPulse (leased) | As per ownership |
| Internal Wiring | Customer | Customer |
6. Acceptable Use Policy
6.1 Permitted Uses
Our Services may be used for lawful purposes only, including:
- Personal and business internet access
- Email, web browsing, and file transfers
- Video streaming and online gaming
- Video conferencing and remote work
- Cloud services and online applications
6.2 Prohibited Activities
You may not use our Services for:
Illegal Activities
- • Copyright infringement
- • Distributing malware or viruses
- • Hacking or unauthorized access
- • Fraud or identity theft
Network Abuse
- • Excessive bandwidth consumption
- • Running public servers (residential)
- • Spam or bulk email sending
- • Network scanning or probing
Fair Usage Policy
While we offer unlimited data plans, we reserve the right to manage network traffic during peak periods to ensure fair access for all customers. Excessive usage that impacts network performance may result in traffic shaping or plan restrictions.
7. Service Level Agreement
7.1 Service Availability
We strive to provide reliable service with the following targets:
7.2 Planned Maintenance
Scheduled maintenance will be performed during low-usage periods (typically 02:00 - 06:00 SAST) with at least 48 hours advance notice via email or SMS.
8. Termination
8.1 Termination by Customer
You may terminate your service at any time by providing 30 days written notice. Early termination may result in:
- Cancellation fees if within minimum contract period
- Outstanding equipment costs for leased devices
- Final billing for services used
8.2 Termination by FiberPulse
We may terminate your service immediately for:
- Violation of these Terms or Acceptable Use Policy
- Non-payment of fees after notice period
- Fraudulent or illegal activities
- Abuse of network resources
9. Limitation of Liability
Service Limitations
Internet services are provided "as is" and "as available." We do not guarantee uninterrupted or error-free service and are not liable for:
- Service interruptions due to maintenance, upgrades, or technical issues
- Third-party content, websites, or services accessed through our network
- Data loss or corruption
- Security breaches or unauthorized access to your data
Liability Cap
Our total liability for any claims arising from or related to our services shall not exceed the amount paid by you for services in the 12 months preceding the claim.
10. Governing Law and Disputes
10.1 Governing Law
These Terms are governed by the laws of South Africa. Any disputes will be subject to the jurisdiction of South African courts.
10.2 Dispute Resolution
We encourage resolution of disputes through:
11. Contact Information
For questions about these Terms of Service or our services, please contact us: