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Terms + conditions.

01. Service description.
  1. Afrihost provides Afrihost VoIP Service to signed up Clients, an alternative telephone Service which works off a Client’s existing internet connection.
  2. These Service Terms describe the terms on which the above Services are provided to Clients.
  3. Detailed Service descriptions can be found on the Client Interface.
  4. Provision of Services by Afrihost is made possible by Services provided by third-party Providers, whose terms and conditions also apply to the Service.
  5. Clients may not resell the Services to third parties.
02. Conditions of use.
  1. Existing active Internet connection required.
    1. VoIP technology uses the Internet to make phone calls. CLIENTS NEED AN EXISTING INTERNET CONNECTION, SUCH AS FIBRE, FIXED LTE OR DSL TO MAKE VOIP PHONE CALLS.
  2. The Pure VoIP service is entirely dependent on the quality of the Client’s Internet connection that a Client is using when making or receiving a phone call.
  3. We only recommend connections such as Fibre or Fixed LTE that do not generally suffer from congestion or high latency.
  4. Other connectivity types, such as DSL, 3G, Wi-Fi or Mobile Data will work. However, we do NOT recommend relying on these connectivity types as they are prone to congestion and high latency which may result in poor call quality.
  5. FREE calls to Pure VoIP numbers.
    1. All calls between Pure VoIP numbers are absolutely FREE.
    2. Afrihost Pure VoIP runs on the CTEL and Telviva network. This means that a call between Pure VoIP and any number that is on the CTEL or Telviva network will be FREE of charge (for example Pure VoIP calls to Axxess VoIP).
  6. Device.
    1. Afrihost provides a Yealink SIP Device for making use of Afrihost’s Pure VoIP Service to operate with an Afrihost Fibre, LTE or DSL Service.
    2. Afrihost reserves the right to change the Device provided and the price of the Device from time to time for new Client signups.
    3. Clients who wish to use their own Device agree that Afrihost does not guarantee compatibility with Afrihost’s VoIP Service.
03. Delivery.
  1. 48-hour delivery is not guaranteed, but generally attainable in major centres. If a Client is not located in a prime coverage area, it might take 2 (two) days or longer to be delivered.
  2. Final delivery will then be subject to the Client’s availability and available delivery time slots in those areas.
  3. Deliveries take place during business hours on weekdays, weekends are excluded from all time calculations.
  4. Delivery times stated do not include additional delays for payment clearance. Credit card payments are verified immediately, while a delay of up to 5 (five) working days can be expected with debit orders for verification and clearing of funds (depending on the bank payment is made from).
04. Payment.
  1. All payments for the Afrihost VoIP Services will be payable in terms of clause 11 of Afrihost’s General Terms (payment and penalties) and the provisions of those terms will be enforced.
  2. Billing to Clients for services will be at the beginning of each Calendar Month, unless a Client signed up for the Services during a Calendar Month, in which case the Client shall be billed a pro-rata Fee for the first month of use and thereafter be billed at the beginning of the Calendar Month thereafter.
05. RICA requirements.
  1. Clients who use the Afrihost VoIP Service agree to be bound by the provisions of RICA (The Regulation of Interception of Communication Act 70 of 2002, as amended). Further, the use of the Afrihost VoIP Services are subject to ID verification and proof of address, required by RICA (the Regulation of Interception of Communication Act of 2009), and the Afrihost VoIP Service will not be provided before such a process has been completed to Afrihost’s satisfaction. See the RICA Information page on how the RICA process works and what documents are acceptable.
  2. Should the Client cancel all current valid Services with Afrihost, ID verification will be required to sign up for new services. ID verification will not be requested as long as verified Services remain active.
  3. If a Client sells an activated Afrihost VoIP Service to any other person who is not a family member, or makes it available in any other way, then the Client must immediately notify Afrihost so that the RICA process can be carried out for that other person.
  4. RICA can be performed using one these methods:
    1. online via ClientZone or the AirMobile App;
    2. upon receipt of a VoIP Device at Afrihost’s Walk-In Centre,
    3. by Afrihost’s delivery agent, or
    4. through an authorised RICA agent (for non-Afrihost VoIP Devices).
06. Number porting and management.
  1. Porting in of mobile numbers:
    1. Clients who wish to port in a mobile number from another service provider to Afrihost’s VoIP Service must submit the following documentation:
      1. Valid proof of address (not older than 3 (three) Calendar Months); and
      2. Any valid account statement or printout (not older than 3 (three) Calendar Months) reflecting the mobile number to be ported, which serves as proof that the Client is the owner of the mobile number.
    2. A non-refundable service Fee will be charged for the porting process. The Client will be required to accept this Fee via the Client Interface prior to the initiation of the porting request.
    3. Upon successful porting, CTEL / Telviva as the underlying provider, will become the owner of the mobile number. However, Afrihost will manage the number on behalf of the Client for the duration of the VoIP Service.
  2. Change of Client responsible for ported numbers:
    1. In the event that a Client wishes to transfer possession of a ported mobile number to another Client, Afrihost must be notified in writing. Afrihost will thereafter, in turn, notify CTEL / Telviva of the intended transfer.
    2. Both the giving and receiving Clients must provide written consent to the transfer of possession of a ported mobile number.
    3. The receiving Client will be liable for a non-refundable change of possession Fee, which must be accepted via the Client Interface.
    4. The receiving Client must also complete a valid RICA submission accompanied by complete identification and a recent proof of address (not older than 3 (three) Calendar Months).
  3. Cancellation and number reallocation:
    1. Ported in mobile numbers remain the property of CTEL / Telviva. Upon cancellation of the Client’s VoIP Service, ownership of the mobile number will not be transferred to the Client unless a port-out is successfully completed.
    2. Afrihost reserves the right to deny a port-out request if the Client’s account is not paid up and in good standing.
    3. If the Client does not port out the mobile number within 6 (six) Calendar Months from the date of cancellation of the VoIP Service, the Client agrees that CTEL / Telviva may reallocate possession over the mobile number to another Client.
  4. CTEL / Telviva portal access:
    1. Afrihost will initially provide the Client with login credentials for the CTEL / Telviva portal.
    2. Should the Client change the password, Afrihost will no longer be able to manage the VoIP Service via the Client Interface.
    3. In such cases, the Client must provide Afrihost with the updated password to enable continued VoIP Service management. Afrihost undertakes to securely store this updated password and to use it solely for the purpose of managing the VoIP Service in respect of the Client.
07. Rollover of call time.
  1. Allocated call time is valid from the 1st (first) Day of a Calendar Month, and will be rolled over for 90 (ninety) days. For example, call time allocated on 1 March will be valid until 30 May. The rollover period will not exceed 90 (ninety) days.
  2. Rollover of allocated call time will not require any action on the part of the Client, and is performed by Afrihost on the Client’s behalf as a courtesy.
  3. Should allocated call time not automatically be rolled over, the onus rests on the Client to alert Afrihost to effect the rollover. Clients agree that Afrihost will not be held liable for any failure to rollover allocated call time in this regard.
  4. The Client will not be eligible for further rollover of call time once the rollover period has lapsed.
  5. Call time will first be consumed from the allocated call time which has the nearest expiry date.
  6. Afrihost shall not be obliged to notify the Client when rollover call time is nearing expiry or has expired. The Client remains responsible for monitoring the validity period of any allocated or rolled-over call time on the Client Interface.
  7. The Client agrees that failure to utilise allocated call time within the applicable rollover period shall not entitle the Client to any refund, credit or further rollover.
08. Suspension / termination.
  1. In addition to the grounds for suspension or termination of Service set out in the General Terms, CTEL or Telviva may themselves suspend or cancel any VoIP Service on their networks in the case of violation of CTEL’s or Telviva’s Terms and Conditions of Service which includes the Acceptable Usage Policy as set out in those documents found here and here .
  2. Note in particular that the Services may be suspended or terminated for the following reasons:
    1. Technical failure (suspension only);
    2. Maintenance or remedial work (suspension only);
    3. Incomplete RICA or failure to produce documents upon reasonable request; or
    4. Instruction from ICASA or other statutory or governing body;
  3. IN THE CASE OF SUSPENSION, CLIENTS WILL BE LIABLE FOR ANY REASONABLE SERVICE, ADMIN OR RECONNECTION FEES CHARGED BY CTEL, TELVIVA OR BY AFRIHOST (AS PER AFRIHOST’S GENERAL TERMS), AND MAY NOT BE ABLE TO ACCESS SERVICES UNTIL SUCH FEES ARE SETTLED IN FULL WITH BOTH PARTIES.
  4. In the event that the Client remains in default of payment of Fees for the Services by the last day of a Calendar Month, Afrihost may initiate termination procedures effective at the end of that Calendar Month. Should it do so, the Client’s Service will be suspended pending termination of the Service. The Client shall remain liable for all accrued fees and charges during any suspension period, including but not limited to any promotional cancellation Fees.
09. Cancellation / termination.
  1. Cancellation will be dealt with as per the General Terms.
  2. In addition, should a Client cancel the VoIP Service before the 20th of a Calendar Month, the cancellation will be effective at the end of that same Calendar Month.
  3. In addition, should a Client cancel the VoIP Service after the 22nd of a Calendar Month, the cancellation will only be effective at the end of the following Calendar Month. For example, if a Client cancels its VoIP Service on 23 February, the cancellation will be effective on 31 March.
  4. The Client shall remain liable for all accrued fees and charges during any cancellation period, including but not limited to any promotional cancellation Fees.
  5. Should a Client cancel the Afrihost VoIP Service within 6 (six) Calendar Months from the activation date, or should a Client’s account fall into arrears, the Client agrees to be charged a cancellation fee of R999.00.
  6. Cancellation of the Afrihost VoIP Service, will not result in the cancellation of the Client’s Internet Service. The Client agrees that it will be responsible for cancelling the Internet Service on ClientZone, should a Client wish to terminate both Services.
10. Further terms.
  1. Any further terms relating to these Services which are published via other mediums (such as on packaging of Devices) will form part of these terms and conditions and will be binding on the Client and Afrihost.
11. Client information processing by Afrihost vendors.
  1. By making use of a VoIP Service from Afrihost, Clients consent to the data collection, use and sharing practices of Afrihost’s vendors such as CTEL and Telviva, as applicable.
  2. Clients confirm that Afrihost’s vendors may supply Afrihost with collected data (including full name, email address, contact number and forwarding number provided by the Client) and that all information supplied to Afrihost by the Client is correct and up to date.
  3. If the Agreement terminates for any reason, the above consent will automatically be removed and Afrihost will no longer access the Personal Information as described above, subject to any residual rights to process such Personal Information that Afrihost may have in law.
12. Security.
  1. The Client acknowledges that cybercrime is a known risk associated with the use of VoIP Services which includes unauthorised access to SIP or VoIP accounts with the intention to misuse or abuse the Service. Clients must therefore implement reasonable security measures to safeguard their account and VoIP Service against cybercrime. AFRIHOST WILL NOT BE HELD LIABLE FOR ANY LOSSES DUE TO FRAUDULENT OR UNAUTHORISED USE OF A CLIENT ACCOUNT OR THE VOIP SERVICE WHICH CAUSE CHARGES TO BE LEVIED TO A CLIENT ACCOUNT.
13. Acceptable use.
  1. The Client must adhere to Afrihost’s Acceptable Use Policy, accessible here when making use of the Afrihost VoIP Service.
  2. Moreover, in using the Services the Client must NOT do so in a way that:
    1. could reasonably be considered to be fraudulent in relation to the Service being provided;
    2. shows an absence of good faith in the usage of the Service; or
    3. shows an absence of lawful, acceptable and reasonable commercial practice relating to usage of the Service.
  3. Examples of the irregular activities described in clause 11.2 include caller line identification manipulation, interconnect bypass activities, artificial inflation of traffic and grey routing.
14. Limitation of liability.
  1. IN ADDITION TO THE LIMITATIONS ON LIABILITY AND INDEMNITIES SET OUT IN THE GENERAL TERMS, AFRIHOST WILL NOT BE LIABLE FOR, AND THE CLIENT AGREES TO INDEMNIFY AND HOLD AFRIHOST HARMLESS AGAINST LOSS CAUSED BY OR RELATED TO:
    1. ANY LOSS OR DAMAGE TO THE PROPERTY OR EQUIPMENT OF THE CLIENT ARISING OUT OF THE PROVISION, INSTALLATION OR MAINTENANCE OF THE SERVICES.
    2. SERVICE INTERRUPTION OR FAILURE FOR ANY REASON WHATSOEVER (INCLUDING INTERRUPTION TO USAGE AND SUSPENSION OF SERVICES FOR MAINTENANCE ON THE NETWORK);
    3. MODIFICATION, SUSPENSIONS OR DISCONTINUATION OF SERVICES, VALUE ADDED SERVICES OR PRODUCT FEATURES BY AFRIHOST’S VENDORS;
    4. FAILURE TO DULY COMPLETE THE RICA PROCESS;
    5. INCORRECT OR OUT OF DATE INFORMATION PROVIDED BY THE CLIENT TO AFRIHOST OR AFRIHOST’S VENDORS;
    6. ERROR, DELAY, FAILURE OR NON-AVAILABILITY OF THE SERVICE AND ANY LOSS OR DAMAGE WHICH MAY RESULT FROM USE OF THE NETWORK.
  2. APPLICATION FOR, USE OF, AND SUBSCRIPTION TO THIS SERVICE IS AT THE SOLE RISK OF THE CLIENT OR APPLICANT.