PLEASE NOTE: BY COMPLETING THE SIGNUP PROCESS AND SUBSCRIBING FOR THE SERVICES AND BY
ACCESSING AND/OR BY USING THE SERVICE(S) IN ANY WAY, YOU THE USER, WILL BE SIGNIFYING YOUR
ACCEPTANCE OF THESE TERMS AND CONDITIONS OF USE, WHICH WILL FORM A BINDING AGREEMENT
BETWEEN YOU THE USER AND VALTONET WHICH TERMS AND CONDITIONS YOU THE USER IS DEEMED TO
HAVE FAMILIARISED YOURSELF WITH AND TO HAVE IRREVOCABLY ACCEPTED.
1. TERMS AND CONDITIONS
1.1. This acceptable use policy (“AUP”) outlines the principles that govern use of the systems, services and
equipment provided by VALTONET in connection with your VALTONET services.
1.2. You must read this AUP very carefully. It is important. It forms part of your CUSTOMER services agreement
1.3. “USER(s)” “YOU” or “CUSTOMER's” means customer or anyone else who uses or accesses the VALTONET
1.4. We may amend, modify or substitute this AUP at any time. Your continued use of any VALTONET services
after any such amendment, modification or substitution constitutes your acceptance of any new AUP. We
recommend that you visit our website regularly to check for any updates or amendments to this AUP.
1.5. VALTONET shall provide the CUSTOMER with the subscribed (“the VALTONET services”) set out in Annex 1
for the duration of this agreement subject to the terms and conditions set out herein.
1.6. VALTONET reserves the right to establish policies, rules and limitations, from time to time, concerning the
use of any service. You must comply with any bandwidth, data storage and other limitations we may impose, in
our reasonable discretion. Failure to comply with these rules including the use of “INCORRECT REFERENCES”,
“PAY & CLEAR METHODS or IMMEDIATE PAYMENTS” will result in your service being restricted, suspended or
terminated, in our reasonable discretion and a penalty will be charged for restoring or manual allocation of
1.7. The CUSTOMER acknowledges that the VALTONET services contain valuable copyright, trademark, service
mark, trade secret, accompanying information and other proprietary rights. VALTONET reserves all rights
thereto. No title or ownership to such rights is transferred pursuant to this agreement.
2. EFFECTIVE DELIVERY DATE AND ANNIVERSARY DATE
2.1. The effective date is the date on which VALTONET installs/activates the CUSTOMER's/USER's service.
2.2. The initial contract will expire on the anniversary date, being 24 months from the effective
installation/delivery date, but the contract will continue in force automatically after the initial 24 months unless
one month written notice of termination is given by CUSTOMER/USER(s).
3.1. The installation and subscription charges payable by the CUSTOMER to VALTONET at the time of signing up
for the VALTONET services are as set out in Annex 1.
3.2. The CUSTOMER acknowledges that VALTONET may review their charges from time to time, subject to
VALTONET giving prior one (1) months written notice to the CUSTOMER.
4. PAYMENT TERMS
4.1. The pricing schedule for the VALTONET services is set forth in Annex 1. Fees are not refundable once paid.
All invoices are due when issued. If payment is not received, VALTONET reserves the right to suspend or
terminate access to the CUSTOMER's service with a notice in the event payment is not timely made.
4.2. The CUSTOMER agrees to pay VALTONET the subscription charges in full by the due date specified in the
4.3. VALTONET will issue its first invoice for the service on the installation/effective date. From then on invoices
will be recurring thereafter on a monthly or yearly basis depending on the type of service the CUSTOMER has
4.4. All services are on a prepaid basis and should be paid for in advance before the service is activated or as
5.1. CUSTOMER’S RESPONSIBILITIES
The CUSTOMER must provide us with accurate and truthful information in the service application and keep us
informed of any changes to this information.
Where applicable the CUSTOMER shall, prior to the installation of VALTONET services, obtain the necessary
hardware required for connectivity or install the local area network infrastructure as recommended by
VALTONET after a site inspection has been carried out.
The CUSTOMER shall be responsible for cost of repairs and replacement of their LAN infrastructure and
equipment in the event of any hardware failure.
The CUSTOMER will be required to maintain complex passwords for their online accounts where applicable. For
any such passwords VALTONET will provide a secure URL that the CUSTOMER(s) can access to change
5.2. VALTONET'S RESPONSIBILITIES
VALTONET shall be responsible for providing the CUSTOMER with the products & “best effort” services
(“VALTONET services”) as subscribed set out in Annex 1.
6. INSTALLATION AND SUPPORT
Installation of VALTONET services will be effected by VALTONET personnel liaising with an employee of the
CUSTOMER (“Technical Contact”) or any appointed personnel by the CUSTOMER. VALTONET will liaise with the
“employee or appointed personnel” for router positioning, cable layouts and VALTONET will not be held
responsible by the CUSTOMER if installation is done as per agreement with “employee or appointed personnel”
The CUSTOMER undertakes to provide full access and any technical/personnel help necessary for the installation
and support of the VALTONET services.
VALTONET shall provide technical support (“Support Services”) to the CUSTOMER as set out in annex 2.
7.1. The CUSTOMER shall indemnify and keep VALTONET indemnified against all losses, claims or liability
whatsoever that may arise in connection with the infringement of copyright, patents or trademarks or the
misuse of either the telecommunication services or any software, equipment or material used in connection
with this agreement.
8.1. The CUSTOMER acknowledges that for any equipment that is provided by the CUSTOMER to be used for
the VALTONET services is property of the CUSTOMER and the CUSTOMER shall be responsible for the repair or
service of such equipment.
9.1. VALTONET shall provide as a first line of defense firewall for incoming and outgoing connections. VALTONET
shall not be responsible for any damage or loss or liability that may be caused to the CUSTOMER or any
third party by viruses or spam infection and the CUSTOMER shall indemnify VALTONET against all such
claims losses or liabilities unless the virus or spam is proved to have been deliberately introduced by
VALTONET during the installation of VALTONET services.
10.1 The CUSTOMER shall not use or permit its authorized users to use the VALTONET services in ways that
infringe the rights of other users of the VALTONET services or violate the laws of South Africa.
11. LIMITATION OF LIABILITY
11.1 The CUSTOMER acknowledges and agrees that VALTONET shall assume no liability either to the CUSTOMER
or any third party for all direct or indirect liabilities, special or consequential damages, loss of profits, loss of
goodwill, expenses and costs arising out of the use or inability to use the VALTONET services.
12.1 Each Party hereto acknowledge that in dealing with the other pursuant to this agreement, such party will
come across information which is confidential and proprietary to the other Party, disclosure or use of which
might result in damage or loss to the business or affairs of such Party. It is therefore agreed that each Party shall
keep all such information confidential and shall not disclose or use such information without the prior written
consent of the other Party. For the avoidance of doubt, it is hereby agreed that the provisions of this clause
shall survive the termination of this agreement.
13.1 The CUSTOMER can terminate the contract at any time before the end of the contract service term on
condition the CUSTOMER serves a month termination notice and settles all outstanding balances by the date of
termination as stipulated on (2.2)
13.2 The CUSTOMER's internet domain or other services hosted by VALTONET for the CUSTOMER will not be
released until all balances have been cleared with VALTONET.
14. PROPER USE
14.1 The VALTONET internet connection may only be used for lawful purposes by the CUSTOMER and at the
installation site. Transmission of any material through the VALTONET connection or the use of the VALTONET
connection in violation of any South African law or regulation is prohibited. Such transmission includes, but is
not limited to, copyright material, material legally judged to be threatening or obscene, and material protected
by trade secret, whether or not the CUSTOMER was aware of the content of the material or of the relevant law.
14.2 The CUSTOMER acknowledges that VALTONET is unable to exercise control over the content of the
information passing over the VALTONET connection and/or the VALTONET network, and VALTONET hereby
excludes all liability of any kind for the transmission or reception of infringing information of whatever
14.3 The CUSTOMER hereby agrees to indemnify and hold VALTONET harmless from any claim brought by third
parties alleging that use of the VALTONET connection and/or the VALTONET network by the CUSTOMER has
infringed any intellectual property right of any kind or any applicable South African or international law or
regulation. The CUSTOMER shall defend and pay all costs, damages, awards, fees (including legal fees) and
judgements finally awarded against VALTONET arising from such claims, and shall provide VALTONET with notice
of such claims, full authority to defend, compromise or settle such claims and reasonable assistance necessary
to defend such claims, at the CUSTOMER’s sole expense.
14.4 The VALTONET network may be used by the CUSTOMER to link into other networks worldwide
and the CUSTOMER agrees to conform to the acceptable use policies of such networks. In addition the
CUSTOMER undertakes to conform to the protocols and standards defined in the following Internet
documents: RFC1009, RFC1122, RFC1123 and RFC1250, and such future protocols and standards as appropriate.
In the event that communication by the CUSTOMER does not conform to these standards, or if the CUSTOMER
makes profligate use of the VALTONET network to the detriment of VALTONET, VALTONET reserves the right to
restrict passage of the CUSTOMER’s communications until the CUSTOMER gives a suitable undertaking as to use.
14.5 VALTONET shall use its “best efforts” to provide a reliable and stable service to the CUSTOMER and reserves
the right to put in control measures to prevent disruption or degradation of services to other CUSTOMER's.
14.6 VALTONET will bear no liability for any configurations and/or loss of data or service caused by the
CUSTOMER's interaction with the CUSTOMER's internet systems/servers.
15. RESTRICTION ON TRANSFER
15.1 The CUSTOMER in entering into this contract undertakes that it will not assign, re-sell, sub-lease or in any
other way transfer the VALTONET connection or its use to any third party. Contravention of this restriction in
any way, whether successful or not, will result in the service being terminated by VALTONET, in which event the
CUSTOMER will be liable for a termination fee of three months’ service charges..
16. EXCLUSION OF WARRANTIES
16.1 Any condition or warranty which might be implied or incorporated within this contract, by reason of statute
or common law or otherwise, is hereby expressly excluded so far as may be permitted by law. While
VALTONET will use all reasonable endeavors to provide a prompt and continuing service, it will not be
liable for any loss of data resulting from delays, non-deliveries, missed deliveries, or service interruptions
whatever the cause. In no circumstances will VALTONET be liable for economic or consequential loss.
VALTONET specifically excludes any warranty as to the quality or accuracy of information received through
the VALTONET connection.
17. DATA PROTECTION
17.1 VALTONET reserves the right to put the names and other information from the service registration
form relating to the CUSTOMER into a computerized directory for internal use only.
18. CUSTOMER WARRANTY
The CUSTOMER warrants to VALTONET that it shall not knowingly, negligently or intentionally conduct the
following in connection with the VALTONET Services:
18.1 Incorporating into email any material, text, graphic, sound or animation in any form that, without limitation,
may be obscene, defamatory, harassing, grossly offensive, malicious, or that actually or potentially infringes or
misappropriates the copyright, trademark, proprietary or other intellectual property right of any person.
18.2 Posting or sending any content that advocates, promotes or otherwise encourages violence against any
governments, organizations, groups or individuals or which provides instruction, information or assistance in
causing or carrying out such violence.
18.3 Introducing viruses, worms, harmful code, Trojan horses on the internet, and/or using any software or
device to interfere or attempt to interfere with the proper functioning of any server or other internet facilities.
18.4 Sending unsolicited bulk mail messages ("junk mail" or "spam") which, in VALTONET sole judgment, is
disruptive or generates a significant number of user complaints. This includes bulk-mailing of commercial
advertising, informational announcements and political tracts.
18.5 Launching of denial of service attacks (Dos Attack) Malicious email, “mail bombing" or flooding a user or
site with very large or numerous pieces of email
19. VALTONET UNCAPPED SERVICES
VALTONET offers shared uncapped service of up to 40Mbps. VALTONET services are "best effort" basis, which
means that bandwidth is shared between many users and can be highly variable - especially over long distances
and at off-peak times (i.e. busy afternoons will slow the performance).
19.1 VALTONET will use monitoring systems to monitor and measure the amount of bandwidth for all users
connected to the VALTONET network for purposes of quality control and bandwidth usage monitoring.
19.2 CUSTOMER's that subscribe to the capped package options will be billed for the monthly service fee
including any data usage above your monthly usage Limit ( Cap ) according to our rates as stated in our products
and services price schedule.
19.3 CUSTOMER’s will be notified regularly of their amount of usage via email or any other means possible.
19.4 VALTONET does not accept responsibility if you exceed your monthly usage limit, and we will charge you
for usage above cap according to our above cap rates.
19.5 The CUSTOMER is responsible for monitoring and controlling use of the service to minimize usage or avoid
exceeding the monthly Cap.
19.6 The CUSTOMER acknowledges that hardware such as routers, Wi-Fi extenders and antennas rely on
constant electricity supply. VALTONET is not held responsible in the event of loss or damage of the hardware
resulting from electric surge, power failure, lightning strikes and load shedding. All cost of such damages will be
on CUSTOMER’s account.
19.7 The CUSTOMER should mutually understand that we are living in a continuously changing environment, as
such VALTONET reserves the right to recommend routers, antennas, Wi-Fi extenders or package upgrades at
any given times. Such damages will be on CUSTOMER’s or VALTONET’s cost depending on the nature of upgrade
19.8 The CUSTOMER is responsible for informing VALTONET of any changes in cabling layout, renovations or
any addition of services to CUSTOMER’s LAN network such as CCTV, Alarm systems and home automation done
by third parties. VALTONET will issue a penalty in the event the CUSTOMER did not notify of such resulting in
malfunctioning of VALTONET services.
19.9 VALTONET's uncapped accounts are designed for either home or business use, and CUSTOMERs need to
select the appropriate package service for their line speed taking into consideration the type of use whether for
business or home use.
VALTONET can advise the CUSTOMER on the most suitable service package upon getting the relevant
information from the CUSTOMER concerning the intended or type of internet usage the CUSTOMER will be
CUSTOMERs are advised to check with VALTONET if they need any assistance or advice concerning our products
and services including how to protect from and prevent excessive use.
VALTONET Internet uncapped products are not capped in the ordinary course. However, VALTONET reserves
the right to apply restrictions on an uncapped account if a CUSTOMER’s behavior is determined to be affecting
the user experience of other customers on VALTONET’s network. Examples of customer behavior which may
compromise or cause network congestion to VALTONET’s network performance and excessive data transfer,
include, but are not limited to the following listed examples below;
• Running excessive concurrent internet sessions
• Accessing excessive bandwidth intensive protocols such as peer-to-peer, VOIP etc.
• Downloading large files like movies, MP3s, games and software using software such as Napster, Kazak, E-donkey etc.
• Sending large and numerous emails, using social network sites and chat clients like Facebook, YouTube etc.
To help ensure that all customers have fair and equal use of the service and to protect the integrity of the
network, VALTONET reserves the right, and will take necessary steps, to prevent improper or excessive usage.
The action that VALTONET may take includes, but is not limited to, limiting throughput, preventing or limiting
service through specific ports or communication protocols, and a complete termination of service to customers
with improper or excessive usage. This policy applies to and will be enforced for intended and unintended (e.g.,
viruses, worms, malicious code, or otherwise unknown causes) prohibited usage.
If any customer's internet activities are so excessive that other customers are detrimentally affected, VALTONET
may give the CUSTOMER generating the excessive data traffic a written warning (by email or otherwise). In
extreme circumstances, should the levels of activity not immediately decrease after the warning, VALTONET
may terminate that CUSTOMER's services. VALTONET may enforce a CUSTOMER's service to be upgraded to a
bigger package in the event of excessive or heavy bandwidth usage is detected. VALTONET at its own discretion
will judge what it considers to be heavy or excessive use based on the amount of data usage patterns monitored
and gathered for each customer.
VALTONET will make all attempts possible to inform the CUSTOMER when his or her behavior is compromising
VALTONET’s network performance, however VALTONET reserves the right to suspend the relevant CUSTOMER’s
usage within 24 hours of usage having reached such levels.
21. VIOLATIONS POLICY
21.1 Violations of system or network security are prohibited, and may result in criminal and civil liability.
VALTONET will investigate incidents involving such violations and may involve, or will cooperate with, law
enforcement agencies if a criminal violation is suspected.
21.2 VALTONET reserves the right to investigate any suspected violation(s) of the service. When we become
aware of possible violations, we may initiate an investigation, which may include gathering information from the
user involved and the complaining party, if any, and examination of material on our servers, networks or any
other equipment associated with the services.
21.3 VALTONET shall inform the CUSTOMER of any such findings and action may be taken to warn restrict or
terminate the CUSTOMERs services with or without notice.
22. PRIOR ARRANGEMENTS
22.1 These terms and conditions supersede any prior arrangements or understandings of any nature whatsoever
that may exist between VALTONET and “the CUSTOMER”.
23. DISPUTE RESOLUTION
23.1 If a dispute of any nature arises between the parties, the parties will attempt to resolve the matter internally
and amicably within one calendar month, failing which the dispute will be referred to arbitration.
PRODUCTS & SERVICES
* All Prices exclusive of VAT.
* Installation fees are paid on or before service is activated.
* Terms and Conditions Apply
No. Package Non Recurring Cost (NRC) Monthly Recurring Cost (MRC)
1. 2Mbps uncapped R379
2. 4Mbps uncapped R499
3. 6Mbps uncapped R599
4. 8Mbps uncapped R699
No. Package Non Recurring Cost (NRC) Monthly Recurring Cost (MRC)
1. 1-10 devices - 10Mbps uncapped R899
2. 11-20 devices - 20Mbps uncapped R1799
3. 21-40 devices - 40Mbps uncapped R2899
*R1150 switch over fee Non Recurring Cost charged on all switchovers (NRC)
VALTONET shall use commercially practical and reasonable efforts to make the CUSTOMER's services available
and reachable via the internet to the CUSTOMER approximately 24 hours per day and 7 days per week. No
assurance is given regarding any minimum availability.
VALTONET shall provide remote and administrative access to the CUSTOMER for the purposes of managing the
CUSTOMER or USER’s internet connection. Access to hardware such as routers, extenders and antenna
equipment is restricted to the CUSTOMER, VALTONET may access the administrative control system for
purposes of support to the CUSTOMER.
VALTONET will provide after sales technical support as required by the CUSTOMER and as mutually agreed upon
in advance by the parties hereto. Below are the VALTONET support services and responsibilities;
Our support team is available for technical support during normal business hours on weekdays (8:00 hours to 17:00 hours)
VALTONET will provide on-site, remote and email support for services forming part of the VALTONET connection or Service.
VALTONET will provide support services from VALTONET's network to any systems that were deployed by
VALTONET. Any other services deployed within the CUSTOMER's network are the responsibility of the CUSTOMER.
VALTONET will liaise with the CUSTOMER's key Technical support resource or representative to address
VALTONET service related issues. Limited availability of support after hours, weekends and holidays. Call out
charges during these times at R385.00 per hour.
In the case where the fault is on VALTONET's network or due to third-party providers which affect our service
provision, VALTONET will make every effort possible to immediately resolve the problem. Maintenance and Upgrades
VALTONET reserves the right to replace the CUSTOMER service with an equivalent or upgraded service at any
time during the contract duration. VALTONET will make an effort to coordinate any such service change with
the CUSTOMER prior to such change. If VALTONET is unable to coordinate an acceptable time for a service
change with the CUSTOMER, VALTONET reserves the right to make such a service change. VALTONET will bear
no liability for any configurations and/or loss of data or service caused by the changes or upgrade.
VALTONET shall maintain its data/ internet Centre infrastructure including facility security, power, internet
security and temperature control. The CUSTOMER acknowledges that VALTONET does not provide guarantee
or warrant of protection. VALTONET shall not be held liable in the event of security breach, attack, unintended
release of sensitive information or other such event while using the VALTONET services.
VALTONET shall not be held liable for downtime or failures of the VALTONET services including those caused by
any third-party providers. The VALTONET services does not include any Back-Up of your data unless otherwise
subscribed to such a service.
To ensure consistency of communication and quicker resolution of problems, faults relating to any internet
problems or connectivity issues should be reported through the following contact method;
Email to firstname.lastname@example.org
*VALTONET does not provide support through the following services:
• Social platforms
When contacting VALTONET technical support, it is helpful to provide the description of the issue, symptoms,
informational or error messages, history of issue and steps already taken by your technical staff to resolve the
PRIORITY & RESPONSE TIMES
VALTONET guarantees a response to all support requests within one working day. Response time commitments
do not guarantee a complete resolution of the problem within the stated time frames. Rather, the time
commitment is meant to indicate the maximum time interval in which the CUSTOMER will be contacted by our support personnel.
VALTONET shall use commercially practical and reasonable efforts to ensure acceptable response times for users
accessing the VALTONET services. However, no assurances are given regarding any minimum response time.
Every effort will be made to immediately respond to and resolve all emails and emergencies with high priority
and at the earliest time possible. Accept in the case of emergencies, all site visits are to be scheduled prior.
Emails that are sent to the support team are prioritized based on the nature, severity and time of receipt using first in first out method.
High priority is given to all problems irrespective of business or residential use.