01. Line faults and repairs.

1. Site Essence 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 Site Essence Support of any problems or service breaks.
2. Any faults or service interruptions should be reported via one of the channels available on the Site Essence 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.

02. Applicable documents.

1. The provision of Site Essence’s Fibre services is subject to Terms and Conditions.
2. The following legal documents accordingly apply to the provision of Site Essence Fibre services and are binding on any subscriber to such service:
   1. Site Essence’s Acceptable Use Policy (AUP), available on the Site Essence website;
   2. Each last mile provider’s standard terms and conditions for the provision of services.
      1. Balwin Fibre – Standard Terms and Conditions
      2. Blitz Fibre – Standard Terms and Conditions
      3. Century City Connect – Standard Terms and Conditions
      4. Clear Access – Standard Terms and Conditions
      5. Connectivity Services at Steyn City – Standard Terms and Conditions
      6. Evotel – Standard Terms and Conditions
      7. Frogfoot Networks – Standard Terms and Conditions
      8. MetroFibre – Standard Terms and Conditions
      9. Mitsol – Standard Terms and Conditions
      10. Netstream – Standard Terms and Conditions
      11. Octotel – Standard Terms and Conditions
      12. Openserve – Standard Terms and Condition
      13. Purple Forest – Standard Terms and Conditions
      14. Rise Telecoms – Standard Terms and Conditions
      15. SA Digital Villages – Standard Terms and Conditions
      16. Teralink Networks – Standard Terms and Conditions
      17. TT Connect – Standard Terms and Conditions
      18. Vumatel – Standard Terms and ConditionsClients and potential clients are encouraged to familiarise themselves with the content of these documents, which are incorporated by reference into these terms and conditions.

03. Service availability and confirmation of service availability.

1. The availability of Fibre services is 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 SITE ESSENCE. THE AVAILABILITY OF FIBRE SERVICES CAN BE CHECKED VIA OUR FIBRE AVAILABILITY MAP ON OUR WEBSITE, BUT SITE ESSENCE 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.

04. Service credit.

1. If the client wishes to make a claim for service downtime, the client must log a dispute with Site Essence, which will take the matter up with the relevant last-mile provider. Any refund will be made to the client by Site Essence, which has sole discretion on 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 Site Essence Support.

05. Cancellations.

1. Cancellations are made as per the general terms, and will only be accepted from within Client Area.
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 Client Area. 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 Fibre line rental service should be moved back to the last mile provider or cancelled entirely). Should the client incorrectly complete the cancellation process, Site Essence will not be liable for any additional costs or compensation to the client due to the error.
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. Should you cancel your Pure Fibre less than 6 months from activation, or your account falls into arrears, you will be charged a cancellation fee of R999. This cancellation fee is NOT applicable to Vuma Reach.
5. A Fibre line that is pending cancellation can be reactivated up until seven days before the effective cancellation date.

06. 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.

07. Monitoring of usage.

1. Site Essence 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.

08. Notifications.

1. Site Essence offers a notification facility for all Capped data products. This facility is available in Client Area.
2. Clients will be opted-in to notifications by default, in line with relevant legislation.
3. Clients may opt out or customise notifications in Client Area, and thereafter there will be no obligation or liability on the part of Site Essence should a client not receive such information due to the settings they have chosen.
4. Site Essence will make every effort to deliver notifications as quickly and accurately as possible. However, Site Essence cannot be held liable for delivery delays or failures that may occur due to external forces outside of their control, such as mobile networks or email providers. Where Site Essence has made a reasonable effort to effect delivery, they will be deemed to have fulfilled their obligation.
5. The onus is on clients to check their notification settings and amend as required in Client Area.

09. 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 licence.
   2. Non-South African citizens may submit a copy of their valid passport or international driver’s licence.
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 Site Essence services, ID verification will be required to sign up for new services. ID verification will not be requested as long as verified Site Essence services remain active.

10. Disclaimer and limitation of liability.

1. Site Essence 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.
3. Uncapped Fibre data is not throttled or shaped. However, there may be circumstances beyond the control of Site Essence that may vary performance, based on demand, service breakdowns, or technical outages. During this time, some services may be affected and not perform optimally. Site Essence will endeavour to improve or optimise services as much as possible during such periods as part of its duty to deliver the best product experience. This will not constitute shaping or throttling.

11. Save up to R5000 promotion.

1. Site Essence is offering a one-time credit for all clients towards costs incurred when signing up for Fibre with Site Essence. This offer will be available to all sign-ups via the Site Essence 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 can be used to offset installation (selected providers only) 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 Site Essence account to reimburse them for costs leveraged by their previous ISPs to make the switch to Site Essence. 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 amount, the remainder will be billed to the customer.
3. The following fibre providers are EXCLUDED from the installation promo. You will be charged the applicable installation fee for the relevant provider during signup.
   1. Any Vumatel signup will be charged R1497.00 for installation
   2. Any Vuma Aerial signup will be charged R1497.00 for installation
   3. Any Frogfoot signup will be charged R997.00 for installation
   4. Any Link Layer signup will be charged R1497.00 for installation
   5. Any Vodacom signup will be charged R1497.00 for installation
   6. Any Lightstruck signup will be charged R999.00 for installation
   7. Any DNATel signup will be charged R1497.00 for installation
   8. Any FibreSuburb Networks signup will be charged R1997.00 for installation
   9. Any Frogfoot Air signup will be charged R997.00 for installation
   10. Openserve Web Connect is running a free installation promotion until April 2022, after which signups will be charged an installation fee of R2300.00.
4. The following fibre providers are EXCLUDED from the free WiFi router promo. This is because a WiFi device is already included with the installation at the premises.
   1. Vuma Reach
   2. Openserve Web Connect
   3. FrogFoot Air
5. It is important to note that R5000 is the overall maximum amount that Site Essence will issue as a credit to users regardless of how it is achieved.
6. If users sign up for a new connection, the savings will automatically apply on checkout.
7. 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 Site Essence account for the termination costs charged by their previous ISP (up to the remaining balance of the R5000 maximum) when they submit a copy of the termination settlement to us.
8. 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.
9. For detailed cancellation terms, please refer to clause 5 (Cancellations).
10. 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.
11. 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 Site Essence Client Area in order for us to credit their Site Essence account for these costs.
12. The installation fee includes cabling up to 30 metres. 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.
13. 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.
14. Netstream may, in certain cases, charge you directly for installation. Send the invoice to Site Essence and we will credit your account to cover the installation cost.
15. TT Connect will do a pre-installation survey to calculate the amount of extra cabling required for your installation. TT Connect will bill you directly if additional cabling is required. This quote needs to be signed by you and paid directly to TT Connect. Once paid, send the invoice and proof of payment to Site Essence and we will credit your account to cover the installation cost.
16. Site Essence reserves the right to change the promotion at any time. While stocks last. E&OE.

12. 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. WiFi routers provided by Site Essence will remain the property of users upon cancellation (subject to any outstanding fees). WiFi routers can be reused when switching providers and as such do not need to be returned to us