DSL Terms – Lations Telecom

DSL Service Terms

1. Specific Terms and Conditions

1.1. These Service Terms are entered into subject to the Lations Telecom Standard Terms, which are incorporated by reference. Unless this document states otherwise, it will be subject to the Standard Terms, including the definitions and rules of interpretation contained in it.

1.2. The Customer hereby appoints LationsTelecom (PTY)Ltd. also known as www.Lations.co.za to perform the Services as described in these Service Terms and the Service Order and Lations hereby accepts the appointment.

1.3. To the extent that any provision of this document conflicts with the provisions of the Standard Terms, the provision of this
document will prevail.

2. Definitions

2.1. “Agreement” means this agreement between Lations (www.lations.co.za) and the Customer as described in clause 1.1.

2.2. “ADSL” means asymmetric digital subscriber
line.

2.3. “Cap” means the quantum of data throughput (bandwidth) allocated to the Customer by Lations during a particular billing period.
2.4. “Capped” means a connectivity service that is provided on a metered basis; if the Customer exceeds the Cap, the connectivity is blocked or restricted

2.5. “Fee” means the fees and charges due to Lations by the Customer in respect of goods or services provided by Lations to the Customer in terms of this Agreement.

2.6. “Rollover Capped” means a Capped Service where the unused bandwidth rolls over as described in clause 9.2.

2.7. “Service” means an
ADSL connectivity service provided by Lations to the Customer in terms of this Agreement.

2.8. “Service Order” means a services order describing the specific Services to be provided by Lations to the Customer in terms of this agreement. Such an order may be placed via Lations’s website, per email or otherwise in writing.

2.9. “Supplier” means a supplier of goods and / or services to Lations.

2.10. “Uncapped” means a connectivity service that is not Capped.

3. Description of Service

3.1. Lations will provision an ADSL internet access Service as described in the Service Order.

3.2. The Customer can upgrade or downgrade data packages, but any such change will only be applied at month end and not pro-rated.

4. Duration

4.1. The Services will be provided on a month-to-month basis until terminated on one calendar month’s written notice or otherwise as per the Standard Terms.

4.2. Lations uses upstream Suppliers to provide the Services to the Customer, and can terminate this Agreement immediately if its
agreement with that upstream Supplier is terminated.

5. Fees

5.1. See the provisions of the Standard Terms as they relate to fees, which are deemed to form part of this clause 5.

5.2. Should the Customer fail to pay any of the fees contemplated within the periods stated, Lations may; without derogating from any other right which it may have in terms of this Agreement or otherwise, and without notice, suspend provision of the Service,
unless it is the subject of a billing dispute by the Customer in which case ALL undisputed billing should be paid in full.

5.3. Under no circumstances whatsoever will Lations be obliged to refund any Fees paid by the Customer in terms of this clause 5. No credit will be given for unused bandwidth on termination of the Service.

5.4. Customer must pay the Fees as specified in the Service Order. No pro-rata is offered on the order as all data is
provided up front.

6. Service Feasibility

6.1. Before Lations can commence with provision of the Service the Customer must have an active telephone connection at the premises at which the Service is to be provided, and that connection must support the provision of ADSL services, as this is a
prerequisite for provision of the Service.

6.2. Lations cannot guarantee the provision of the requested Service upon the receipt of an order. Provision of the Service is subject to Lations confirming that it is technically feasible to do so. The Customer will be formally notified after receipt of an order on whether or not the Service can be provided.

6.3. If the Customer already receives ADSL access services from another provider at the premises in question, it must terminate such services before Lations can provide its own services.

6.4. If the requirements of clause 6.1 or 6.2 are not met, the agreement will terminate, and no liability will attach to Lations for any loss suffered by the Customer as a result.

7. ADSL Line

7.1. If the Customer does not have an existing ADSL-capable telephone connection at the premises at which the Service is to be provided, it can either have Telkom install the necessary connection, or Lations can do so (if such services is provided by Lations at the time).

7.2. In the case of a pre-existing connection or a Telkom connection, the Service does not include ADSL line rental, and the Customer is liable for its payment.

7.3. Lations will install the ADSL connection if such service is offered and instructed to do so in a Service Order on the following conditions:
7.3.1. The Customer qualifies for the ADSL Self Install Option according to criteria determined by Telkom;

7.3.2. Telkom approves Lations’s application on behalf of the Customer;

7.3.3. The Customer pays line rental to Lations along with the Fees in respect of the ADSL Service; and

7.3.4. Any installation or other fees, payable to Telkom or any other 3rd party, are for the Customer’s own account.

7.4. Lations will not be in breach of this Agreement should it be unable to provide the Service due to non-payment
of ADSL line rental.

8. Bandwidth

8.1. Lations will monitor the quantum of data that the Customer uploads and downloads using the service to determine whether the Customer has reached the Cap (in the case of a Capped Service).

8.2. The steps that Lations will take to monitor usage are determined by the nature of ADSL technology. These steps may include
periodically terminating the Customer’s ADSL session in order to take a measurement.

8.3. Additional bandwidth can be purchased at any time during a billing period by accessing the Lations (www.lations.co.za) Website.

8.4. Additional bandwidth will be invoiced instantly and debited against the nominated bank account and / or credit card where a debit order and or credit card agreement exists.

8.5. Lations reserves the right to refuse to provide additional bandwidth where the Customer does not pay by debit order and
or credit card or does not pay instantly online.

8.6. Customers will be hard capped when they reach their fixed Cap or exhaust pre-paid or other bandwidth as the case may be, which means that they will not have connectivity using the Service until the end of the current billing period or until they add
additional bandwidth to their account.

8.7. Where a Customer exceeds its pre-paid bandwidth or fixed Cap, as the case may be:

8.7.1. Lations may allow a degree of over usage, at its sole discretion, but this will not constitute a waiver by Lations of its right to enforce the Cap.

8.7.2. Lations may at its discretion recover the cost of over usage, which may be done by way of a deduction from the Customer’s allocated bandwidth in the subsequent billing period.

8.8. Lations will provide usage data to the Customer in their website portal, via e-mail and / or SMS. The Parties agree that this is a complimentary offering and Lations will not be liable for any damages arising from any statement of the Customer’s data usage on such website.

8.9. IT IS THE CUSTOMER’S RESPONSIBILITY TO MONITOR BANDWIDTH USAGE, AND TO ENSURE THAT IT DOES NOT EXCEED ITS USAGE CAP DURING A PARTICULAR PERIOD.

9.Roll-over

9.1. In the case of a Regular Capped Service, rollover of unused bandwidth will only be provided for the period purchased. Unused bandwidth will expire at the end of the billing period for which it was purchased, unless the Customer’s data package is upgraded or downgraded during the period, in which case the accumulated bandwidth will be forfeited. Unused
bandwidth will not be credited under any circumstances.

9.2. In the case of a Rollover Capped Service:

9.2.1. all bandwidth that is not used in a particular calendar month will automatically “roll over” and be added to the
available bandwidth for the following calendar month.

9.2.2. Bandwidth will be accumulated for a period of five (5) months after the calendar month in
respect of which it was allocated totalling 6 (six) months including the
allocated period, where after it will expire and no longer be available for
use.

9.2.3. In any given calendar month the bandwidth allocated for that month will be used first, followed by any bandwidth that has accumulated.

9.2.4. Bandwidth accumulation / rollover can never exceed 6 (six) x the monthly capped or a total of 6 months. (EG: 50GB rollover capped account not used for 6 months can only accumulate until 300GB (6×50=300))

9.2.5. Should the customer terminate the Service then all accumulated bandwidth must be used within the notice period after the date of notice of termination. For the avoidance of doubt, the bandwidth will not be available should the Service be terminated by Lations as a result of the Customer’s breach of contract.

9.2.5.1. Should the customer opt / select “instant termination / immediate cancellation” via the Lations control panel then ALL bandwidth will expire IMMEDIATELY.

9.2.5.2. Should the customer have opted / selected “instant termination / immediate cancellation” by mistake unintentionally, unused bandwidth CANNOT be added back / re-instated and will be lost forever.

10. Concurrency

10.1. Lations Regular Capped Services, Uncapped Services and Rollover Capped Services allow only one connection and user for each account unless this is specifically stipulated for specific products.

11. Fair Use Policy

11.1. This clause 11 applies only to Uncapped Services and Rollover Capped Services.

11.2. In order to provide a reasonable service to all of its customers using the resources at its disposal, Lations employs selective shaping and throttling depending upon the capacity and load on its network at any given time.

11.3. If Lations network capacity is stretched it will dynamically shape and throttle certain customers’ uncapped accounts to relieve congestion. Should the network congestion reduce, the level of shaping and throttling will be reduced or removed.

11.4. The uncapped customers to be shaped and throttled will be chosen based on their historic bandwidth usage, and those who have used the most bandwidth will be throttled first if there is network congestion.

11.5. Regular Capped Services will not be throttled or shaped and will always get as much speed as their line as Lations’s network allow (subject to contention).

11.6. THE CUSTOMER CONSENTS TO SHAPING AND THROTTLING AS SET OUT IN THIS CLAUSE.

12. Service Levels

12.1. Lations makes use of upstream providers to itself provide the Service, and consequently service levels are subject to the performance of such upstream providers. Other factors may also impact the quality of the Service, including network availability, distance of the Customer’s location to the local exchange, line copper quality and line sync speed limitations. As a result, Lations can only provide the service on a “reasonable effort” basis and makes no warranties as regards quality of the Service, including data throughput and availability of the service.

12.2. The Service provides access to the internet, which is subject to bandwidth constraints, system failures and all manner of other factors that may impact on the Customer’s access, for which Lations accepts no responsibility.

12.3. The contention ratio applicable to the Service will fluctuate depending upon the time of day and other factors. The Customer accepts that due to the contention ratio the throughput on the Service will rarely reach the maximum theoretical level.

13. Support

13.1. The Customer will be responsible for reporting faults in the Service to Lations Telecom.

13.2. Lations will provide support for the Service during Business Hours either telephonically or as set out on the Lations website and will resolve faults relating to the Lations System on a reasonable effort basis.

13.3. For the avoidance of doubt, support will not include anything which is out of the reasonable control of Lations, including without limitation:

13.3.1. faults in the Customer’s hardware such as its computer or modem;

13.3.2. faults with the Customer’s telecommunication service provider’s system or equipment; and

13.3.3. faults in Lations’s service providers’ networks or equipment.

13.4. Should the fault lie with another party, Lations will make reasonable efforts to advise that other party of the fault.

Mobile LTE Data

MTN Fixed LTE

MTN Fixed LTE is a best effort service with no minimum service levels offered. Speeds will differ and no minimum speeds are guaranteed. 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 calendar months’ notice and must be submitted via the Control Panel (Purchases on Promotion may carry additional T’s & C’s), cancellations can be set up until 5pm on the last day of each month. The service can be set to upgrade or downgrade at any time (before 5pm on the last day of each month) but the new service will only be effective from the 1st of the following month provided no Service Change rules are in place (Refer to Policies and Procedures – Service Changes). You are able to purchase additional data should your monthly allocation run out.

This is a once off purchase which you pay for immediately. Unused top-up data will rollover for one month. E.g. Purchase 10GB of top-up data on 15 October, 6GB is used up until 31 October, the remaining 4GB will be carried over to November and will be available to use up until 30 November, thereafter it will fall away. Data that has over run the available data total will be deducted from your next top-up.

Example: 100GB purchased, 105GB used before capping takes place, top-up with 10GB only 5GB will be allocated. Unused monthly data as well as top-up data will rollover for 1 month. At the start of each month the rolled over data (monthly and topup) will be used first, once exhausted the monthly allocation will be used. Night time data (where applicable) is free data that is available to use everyday between 12am and 6am. Data used during these hours will be deducted from the night time available data balance. When Night time data is depleted, the available monthly data will be used. Night time data is Promotional data and Lations reserves the right to withdraw it should it be deemed necessary.

This service is a Fixed LTE service which is only available on LTE Technology (excludes 3G and 2G technologies). The service is only available at pre-defined locations as provided by MTN. During the sign up process availability will be determined according to the address provided, this is due to service availability being limited per location/area in order to provide an optimal service experience. The sim will be locked to the location provided at sign up, this location must also be the location where the first connection is made and cannot be used at another location. We reserve the right to permanently suspend and cancel a service that is found to be moved to different geographical locations often. MTN will allow one change in location per year, please provide us with 30 days’ notice thereof in order for us to submit the request timeously.

Should the new location not be within MTN Fixed LTE Coverage the service will need to be cancelled. The standard cancellation policy and applicable fees will apply. MTN have specific hardware requirements, as such the devices supplied by Lations with the MTN Fixed LTE service are those approved by ICASA and MTN.

Should a client opt to purchase their own device it must be one of the MTN approved Cat6 devices listed below, please note that using a non-approved device will result in the service being blocked.

• Huawei B618 • Huawei B525 • Huawei B612 • ZTE MF286C

The approved LTE Devices carry a 12 month Warranty if ordered through Lations with their SIM, device warranty claims for the recommended LTE Devices will be handled by Lations who will deal directly with the Supplier on the clients behalf. In line with the Consumer Protection Act, Lations has a 5 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 router is returned within 5 days from delivery it will be refunded or replaced with a new unit provided the unit is returned in the same condition it was received.

The cost of returning the device is the responsibility of the client and will be charged to the clients account. On the day of purchase a prorata invoice and prorata data will be allocated and debited accordingly. The payment methods that will be
accepted for the purchase and renewal of the service are Credit Card, Debit Order and EFT, please note that any other services already on the Profile which the purchase is being made on will automatically update to Credit Card/Debit Order and EFT.

The SIM and Device will be delivered within 7 business days from the date of order, provided payment has cleared (payment clearance can take up to 5 days). Once delivered please allow up to 48 hours from the time the SIM Card is inserted into the device for the data to be allocated. The purchase of the MTN Fixed LTE service is subject to RICA and you will be required to provide certain documentation when signing up as well as on delivery of the device/SIM, the requirements will be communicated to you.

Clients will provide their RICA documents to the courier on delivery and the documents will be sent to Lations, as such please be advised that your personal details will be received by the courier, courier company and Lations. Your personal details will only be used for the purpose of RICA and for no other reason provided it is not required by law. Sim swops will be processed where possible at no charge. The delivery fee for the new sim will however be charged to the clients account.

Telkom LTE

Telkom 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 (promotions may carry additional t’s & c’s) and must be submitted via the Control Panel,
cancellations cannot be set after 5pm on the second last day and last day of each month. The service can be set to upgrade or downgrade at any time(except after 5pm on the second last day and last day of each month) but the
new service will only be effective from the 1st of the following month.

The monthly data is referred to as anytime data, free data which can be used between 12am and 7am is referred to as night surfer data. Where applicable anytime data is valid for 60 days from purchase (not exceeding 2 calendar months inclusive of the month of purchase) and the night surfer data is valid for 30 days from purchase (not exceeding the month of purchase). You are able to purchase additional data should your monthly allocations run out. This is a once off purchase which you pay for immediately.

Where applicable unused data will only rollover if the service is active and paid up to date. Where applicable unused anytime top up data is valid for 60 days from purchase (not exceeding 2 calendar months inclusive of the month of purchase) and night
surfer top up data is valid for 30 days from purchase (not exceeding the month of purchase). Data is used in the following sequence:

• Anytime data

• Anytime top up data During Night Surfer Hours 12am to 7am

• Night surfer data

• Anytime data

• Anytime top up data Data
usage information and data balances are provided to Lations once every 24 hours by Telkom. This information will be updated as received and can be viewed in the Control Panel. This service is a mobile wireless service which can be used anywhere within Telkom LTE Coverage areas. Lations 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 thecoverage map.

Services purchased packaged together with a modem must be used in the modem provided, failure to do so may result in the service not working. The make and model of the modem will be determined at Telkom’s discretion. The modem carries a 1 year warranty if ordered through Lations together with the Telkom SIM, device warranty claims for the modem will be handled by Lations who will deal directly with the Supplier on the clients behalf. In line with the Consumer Protection Act, Lations has a 5 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. The cost of returning the device is the responsibility of the client and will be charged to the clients account if arranged by Lations.

A prorata invoice will be generated on the day of purchase and debited accordingly. On the day of activation, we will allocate a prorata amount of data. We will re-calculate the amount due according to the date of activation and credit the initial prorata invoice generated on the purchase date. Any credit amounts will be used towards the next invoice due and any amounts due will be processed immediately against the default payment method on the profile. The only payment method that will be accepted for the purchase of this service is Credit Card, please note that any other services already on the profile which the purchase is being made on will automatically update to Credit Card. The SIM/Device will be delivered within 10 business days from the date of order, provided payment has cleared (payment clearance can take up to 5 days). Once delivered please allow up to 72 hours for activation of the service.

The purchase of the Telkom LTE service is subject to RICA and you will be required to provide certain documentation when signing up as well as on delivery of the device/SIM, the requirements will be communicated to you. Clients will provide their RICA documents to the courier on delivery and the documents will be sent to Lations, as such please be advised that your personal details will be received by the courier, courier company and Lations. Your personal details will only be used for the purpose of RICA and for no other reason provided it is not required by law. Together with these Terms & Conditions the purchase and use of this service is subject to the Terms & Conditions of Telkom SA SOC Limited which can be found here:
http://www.telkom.co.za/about_us/regulatory/terms-and-conditions.shtml

Sim swops will be processed where possible at no charge. The delivery fee for the new sim will however be charged to the clients account.

Telkom Business Uncapped LTE

Telkom Uncapped 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 2Mbps and 10Mbps dependant on the Fair Usage Policy currently being applied to the service. 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, new signups are required to remain active for 6 months from date of activation.

Service change options to other available Telkom LTE packages will become available after the first 6 months. Service changes between the various Telkom LTE packages can only be done once every 3 months. Cancellations require a minimum calendar months’ notice (promotions may carry additional t’s & c’s) and must be submitted via the Control Panel, cancellations cannot be set after 5pm on the second last day and last day of each month. The Fair Usage Policy is as follows: Monthly Data Allocation speed Times of operation First 250GB of Data 10Mbps Midnight to 7pm, 365 days a year Next 50GB of Data 4Mbps Unlimited data thereafter* 2Mbps *P2P/NNTP type traffic will be further throttled You are able to purchase a once off data bundle to restore your service to an unmanaged state and access it 24 hours a day.

This is a once off purchase which you pay for immediately, the topup is valid for the month of purchase as well as the following month. Once the topup is depleted the service will only work during Business Hours and the management will return to the previous state prior to the top-up. On renewal of your service on the 1st of each month any available top-up data will be used first before your usage begins counting towards your managed usage limit. Data usage information and data balances are provided to Lations once every 24 hours by Telkom.

This information will be updated as received and can be viewed in the Control Panel. This service is a mobile wireless service which can be used anywhere within Telkom LTE Coverage areas. Lations 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. A prorata invoice will be generated from the date of purchase until the end of the current month and debited accordingly.

The purchase of the Telkom LTE service is subject to RICA and you will be required to provide certain documentation when signing up as well as on delivery of the device/SIM, the requirements will be communicated to you. Clients will provide their RICA documents to the courier on delivery and the documents will be sent to Lations, as such please be advised that your personal details will be received by the courier, courier company and Lations. Your personal details will only be used for the purpose of RICA and for no other reason provided it is not required by law. Together with these Terms & Conditions the purchase and use of this service is subject to the Terms & Conditions of Telkom SA SOC Limited which can be found here:
https://www.telkom.co.za/about_us/regulatory/terms-and-conditions.shtml

Sim swops will be processed where possible at no charge. The delivery fee for the new sim will however be charged to the clients account.

Telkom Uncapped

LTE Telkom Uncapped 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 2Mbps and 10Mbps dependant on the Fair Usage Policy currently being applied to the service. 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, new signups are
required to remain active for 6 months from date of activation. Service change options to other available Telkom LTE packages will become available after the first 6 months. Service changes between the various Telkom LTE packages can only be done once every 3 months. Cancellations require a minimum calendar months’ notice (promotions may carry additional t’s & c’s)
and must be submitted via the Control Panel, cancellations cannot be set after 5pm on the second last day and last day of each month. The Fair Usage Policy is as follows: Monthly Data Allocation First 250GB of Data 10Mbps 24 hours Next 50GB of Data 4Mbps Unlimited data thereafter 2Mbps P2P/NNTP type traffic will be further throttled Speed Times of
operation 365 days a year.

You are able to purchase a once off data bundle to restore your service to an unmanaged state. This is a once off purchase which you pay for immediately, the topup is valid for the month of purchase as well as the following month. On renewal of your service on the 1st of each month any available top-up data will be used first before your usage begins counting towards your managed usage limit. Top-up data consists of equal day and night data. The day data is used between 7am and 11:59pm the night data is used between 12am and 7am. Once the topup has been depleted the service will return to the management state prior to the top-up. Data usage information and data balances are provided to Lations once every 24 hours by
Telkom.

This information will be updated as received and can be viewed in the Control Panel. This service is a mobile wireless service which can be used anywhere within Telkom LTE Coverage areas. Lations 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. A prorata invoice will be generated from the date of purchase until the end of the current month and debited accordingly.

Sim swops will be processed where possible at no charge. The delivery fee for the new sim will however be charged to the clients account.

MTN Mobile Data

Mobile Data Mobile data is a monthly billed service unless otherwise stated. Mobile Data is subject to the same Terms and Conditions as ADSL data, for the purposes of Payment, Termination and Monitoring of Usage except where specified. Mobile Data is subject to the Regulation of Interception and provision of Communication-related information Act where applicable (RICA). When a purchase for mobile data is made it is deemed that you have read, understood and accepted all Terms & Conditions pertaining to the purchase. If you have any queries please contact us before making any purchase for any service through this website, our 24 hour, 7 day a week support number is 087 822 1858. Coverage and Signal Availability Service
delivery of Mobile data is dependent on signal availability and demand for data services in any particular area.

Lations does not warrant or guarantee service for any specific areas, whilst every effort will be made to give clients an
indication of possible service (via the Coverage Map). Lations accepts no liability should the aforementioned map differ to actual data service experienced. LTE SIM cards provided by Lations are not automatically LTE enabled. LTE capable Lations Mobile SIMS can be activated for LTE services via the Client Control Panel. Activation of LTE on the SIM is within 72 hours of the request. Clients using their own MTN SIM for Lations Mobile Data will need to request the activation of LTE with MTN directly. An LTE capable device is required in order to obtain LTE speeds. Purchasing of Data and Devices Lations reserves the right to limit the quantity of purchases made. Data and devices may only be purchased via credit card or debit order. EFT, Stop Order and Cash Deposits are not accepted.

Your order will be shipped once your payment has been cleared. All purchases of data are prorated on the day of purchase, both the data allocation and price are prorated. Should delivery of your SIM occur the month after it was purchased the data allocated on the SIM will be calculated from the date of purchase to the last day of the month it was purchased in. Credit Card payments are cleared within 24 hours and Debit Order payments can take up to 10 working days to clear. Your order will be shipped on the first working day of your payment being cleared. 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. EXAMPLE The monthly renewal on a 10GB service is 10GB. In the last 3 months the following amounts of unused data have rolled over, March 1GB, April 2GB, May 2GB. On the 1st of June the service will renew and 10GB will be allocated together with the 4GB which has rolled over from March to May. Usage from the 1st of June will be deducted from the rolled over data from May then April then March, only once the rolled over data of 4GB has been exhausted will the renewal data of 10GB start being used. Should there be any unused data by the end of June, this data will rollover to July and the process will begin again. Should usage not reach the rolled over data for March it will fall away.

Rollover of Data is only applicable to services which are paid up to date and are renewed monthly. If your debit order or credit card payment fails for any reason you will not be able to use any Rollover Data until all services are paid up to date. Should you cancel your service any accumulated rollover data will fall away and cannot be reinstated if the cancellation date has passed and the service is restored. Device Support Technical support is provided for the setting up of the APN on the client’s device. Lations does not offer support on applications or set-up of device applications such as email. Existing SIM Clients are able to use Lations Mobile Data on their existing contract MTN sim (not available on prepaid MTN sim’s). The client’s use of their existing MTN contract sim is subject to the same Terms and Conditions as all other Lations Mobile Data products and services.

Should we fail to verify your MTN sim with MTN for provisioning of Lations Mobile Data your order will be deleted (all purchases within the order) and the purchase/s will need to be re-purchased. “Topping-up” Data Mobile data clients are able to top up their data should they exhaust it at any time during the month. This top-up can be done via the Control Panel or Mobile Control Panel. Data that has over run the purchased data total will be deducted from your next top-up.

Example, 500mb purchased, 550mb used before capping takes place, top-up with 500mb, 450mb will be allocated. ADSL Voucher Transfer An ADSL voucher purchased from our retail partners can be converted to mobile data via the Control Panel.

The conversion table below applies to the ADSL voucher purchased and transferred:

• 1 Gig Prepaid ADSL Voucher = 100 Megs Mobile Data

• 2 Gig Prepaid ADSL Voucher = 500 Megs Mobile Data

• 3 Gig Prepaid ADSL Voucher = 1 Gig Mobile Data

• 4 Gig Prepaid ADSL Voucher = 2 Gigs Mobile Data

• 5 Gig Prepaid ADSL Voucher = 3 Gigs Mobile Data

The 4-for-1 ADSL Voucher promotion does not apply when converting an ADSL voucher to mobile data. Please take special note that you cannot transfer data on a voucher that has already been activated (activated by means of logging into the voucher via
the voucher control panel or entering the username and password onto your ADSL modem/router). Cancellation of Data If a data product is cancelled the SIM card linked to the product including any unused data will be cancelled on the requested date. If the client has opted to use their own SIM, the Lations Mobile Data service will be discontinued on their selected SIM. Once
cancellation of the SIM has taken place it cannot be reactivated. Failure to Pay Should we not receive payment for data purchased the data together with the SIM provided will be cancelled.

If the client has opted to use their own SIM, the Lations Mobile Data service will be discontinued on their selected SIM. Once the SIM has been cancelled it cannot be reactivated. Mobile Devices, Warranty and Exchange/Return Policy Certain Mobile Devices are only available to be purchased together with a Mobile Data product and cannot be purchased as a stand-alone product. Lations has a 7 business day device return policy from date of purchase. 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.

Lations 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 Lations or the Supplier. This will in no way impact the continued warranty provisions, and
only relates to courier charges and logistics All Mobile Devices are covered by a product specific warranty as per the manufacturer’s warranty, for the repair or replacement of faulty units. The warranty is limited to items covered by the manufacturer only. The warranty 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 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 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, Lations nor the Supplier will 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. Failure to abide by Lations’ policy can result in deductions to the claimed refund or rejection of claims for refund or exchange. Device warranty claims for Huawei products and devices will be handled by Lations who will deal directly with the Supplier on the clients behalf.

The warranty on Huawei devices is 12 months. In order to speed up
warranty claims and repairs we are required to provide the purchaser’s contact details to the suppliers. These details are provided to the supplier on condition that it may only be used to verify the purchase of the product and will not be used in any other manner. All Deliveries which include a SIM Card are subject to RICA Verification and you may be required to provide certain documentation on delivery. Please refer to the section below on Identity verification requirements for more information on RICA. Identity Verification Requirements (RICA) By accepting the Terms and Conditions for RICA you undertake to inform any persons that the purchase is intended for of the Terms and Conditions herein and their responsibilities in terms of the RICA Act. All Data products are subject to RICA verification, as stipulated by law (Regulation of Interception of Communication Act of 2008). Clients are required to produce a legible copy of their valid Identity Document or Passport and proof of residential address. Non-South African citizens may submit a copy of their valid Passport.

Verification documents must contain photo identification and must be a barcoded form of identification. Failure to produce the required aforementioned information will result in the product not being activated, regardless of any
amounts billed. Delivery of the data product will not take place if the required documentation is not produced and successfully verified. RICA verification must be done in person, for each new purchase of a data product regardless of
whether the person/s has been RICA’ d previously. The drivers of the courier service used by Lations are RICA agents and will RICA the user upon delivery of the order. The person who will use the SIM is the person who will be vetted and
must therefore be available to accept delivery. Under no circumstances will someone else be able to accept delivery on behalf of the user.

Should the order be for business purposes an authorized representative for the business must be available to accept delivery and be vetted in his/her own capacity on behalf of the business. Clients will be required in terms of the Act to keep their physical address updated with Lations for a period of five (5) years from the date of purchase. The RICA verification for individuals younger than 18 years of age must be performed by their Legal Guardian on their behalf. The following documentation together with legible copies thereof will be required for the RICA verification; the copies will be retained by the person delivering your RICA product:

For a Natural Person:

• Proof of Identification

• Proof of Physical Address (Home Address) For a Business:

• Proof of Company Details

• Proof of Address

• Letter authorising selected representative to act as representative on behalf of the business

• Proof of Identity for the representative

• Proof of physical home address of company representative The following documents are
accepted for verification purposes: Identity Verification (Natural Persons and
Company Representative):

• Green bar-coded South African ID book

• Valid temporary ID issued by Home Affairs

• Valid South African passport

• New bar-coded ID cards For Non-South African citizens Passport or valid VISA / permit Company Detail Verification
(Businesses):

• Company registration documents

• Tax Clearance Certificate

• SARS registration documents, or

• Any other Government issued documents containing the Company details Proof of Physical
Address (Natural Persons, Businesses and Company Representatives):

• Lease Agreement (not older than 12 months)

• Municipal Account (not older than 3 months)

• TV License (not older than 12 months)

• Telephone Account (not older than 3 months)

• Bank Statement (not older than 3 months)

• Retail account which is delivered to that address on a regular basis (not older than 3 months)

Sim swops will be processed where possible at no charge. The delivery fee for the new sim will however be charged
to the clients account. Hosting Service Terms Important Notice By ordering, installing, connecting or making use of Lations goods or services, or by indicating your acceptance of this Agreement in any other way, you agree to be
bound by Lations Standard Terms as well as Lations Acceptable Use Policy and the Service Terms applicable to the good or service concerned.

Your attention is drawn in particular to clauses rendered in bold in the Lations Domains and Web Hosting Service Terms. What follows is a summary for your convenience and does not form part of the agreement between you and Lations. It is your responsibility to read the clauses referred to.

• Lations will not be liable for any damage suffered by you as a result of its failure to renew a domain name (clause 13.11).

• If you register a domain name you consent to having your personal information sent to a registrar and registry. Your personal information may also be sent to an escrow provider offshore. You consent to this (clause 13.13).

• You warrant that you are not infringing any third party’s intellectual property rights and you indemnify Lations in respect of all costs incurred by Lations, should Lations be obliged to defend any domain name dispute, including the adjudicator’s fees and attorneys’ fees on the scale as between attorney and own Customer, whether Lations is the registrant of the domain name or not (clause 13.14).