Terms of Service

Terms & Conditions

IT IS OF UTMOST IMPORTANCE FOR ALL CUSTOMERS TO READ AND UNDERSTAND OUR TERMS AND CONDITIONS AS ACCEPTING ANY OF OUR SERVICES OR PRODUCTS MEANS ACCEPTANCE OF OUR TERMS AND CONDITIONS.

1.       Our Services

1.1         All Dosky Internet services are provided as a Best Effort Service and no guarantees on uptime or availability are offered. We implore clients using our services to operate their business, server or any type of critical services (not limited to those mentioned here) or any type of operation that could have a detrimental effect on themselves, business or others to have backup services in place to ensure a continuation of service with minimal downtime should their service be affected in any way. Dosky Internet together with its Suppliers and Partners endeavours to provide maximum uptime for all services at all times.

1.2         It is important for customers to note that we are reselling MTN, Telkom and other network providers’ services and products and we do not have direct control over the distribution of network signal coverage. If the network is down or the signal is low in your area, we do not have direct authority to restore it, but we can only escalate to the network provider for a solution.

2        Coverage, Signal Availability and Range Lock

2.1         Service delivery of MTN data and LTE whether capped or uncapped is dependent on signal availability and demand for data services in any particular area at different times of the day.

2.2         Range Lock

Fixed LTE services Except Telkom is only available on LTE/5G Technology (excludes 3G and 2G technologies)

The service is only available at pre-defined locations as provided by MTN or Vodacom.

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.

MTN or Vodacom 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.

2.3         MTN, Telkom and Dosky Internet and Wifi do 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). Dosky ITT Wifi accepts no liability should the aforementioned map differ to the actual data service experience.

2.4         All LTE and 5G is available as Capped or Uncapped service and is a best-effort service with no minimum service levels guaranteed.

2.5         Speeds will differ and always fluctuate and therefore there is NO minimum speed guaranteed.

2.6         MTN 4G/5G coverage maps are generated by MTN based on available tower capacity and signal strength 3D modelling, Certain factors such as device placement and interference from man-made structures and obstructions, weather conditions and vegetation growth may prevent your router from connecting to 4G/5G. As a result of all these factors and more the wireless connectivity speed will always fluctuate.

2.7         Speeds may be limited to a maximum speed, this is dependent on the product purchased.

2.8         Uncapped products are subject to a Fair Usage Policy and once the FUP is reached your speed will drop in accordance with your purchased package.

2.9         FUP/AUP (Fair Usage Policy/Acceptable Usage Policy)

               It is our goal to protect the integrity of our network, in order to provide the best possible internet experience for all of our clients using uncapped services, as such we reserve the right to manage uncapped users who are deemed to be causing an unusually large burden on the network. We are committed to managing our network in a way that allows us to provide all users with the best experience possible, however we cannot guarantee that the allocated capacity will always be available. The following speed limitations will apply once the purchased service reaches the usage limit indicated in the table below in the current month. Speed limitations will reset to full speed attainable on the 1st of each month.

3        Invoices & Payments

3.1         Accepted payment methods for the purchase and renewal of the service are Cash, EFT, Ewallet, Cash send Flash, Kazang, and online Debit/ Credit Card payment, your chosen payment method will apply to all services on the profile going forward.

3.2         Customers wishing to pay by Cash, E-wallet, Cash send Fash, or Kazang will be charged an R5 cash handling and transaction handling fee.

3.3         Customer must ensure that payment is made and cleared before the 1st day of the new month, failing which will result in service being suspended.  Service will not be activated if payment has not cleared in our account

3.4         When making payment customers MUST ensure that the correct payment reference number is used in order to identify the payment and allocate it accordingly.

3.5         If the customer is not sure of the payment reference number, they can use this first and last name.

3.6         Proof of payment must be sent immediately after payment is made on or before the first of every month to avoid service interruptions

3.4         If payment is not received on the third day a re-connection fee of R50 will be levied and must be paid before services can be reconnected.

3.5         If payment is still not made or received 5 days after the payment date, the sim card will be cancelled without notice and should the customer wish to re-activate the service, they will be charged a sim card fee of R150 plus transport costs.

3.6         If the customer’s service is cancelled because of non-payment and or the customer did not put through the cancellation notice, the router will be confiscated to defray the expense.

3.7         Customers who requested to pay on any other day except the 1^st must ensure that payment is received and cleared on the day. If payment is not made on the agreed date suspension will be affected, and after 5 days of non-payment sim card will be cancelled.

3.8         Customers paying late will be required to pay early in the next month and the suspension of the line will be affected earlier than the last day of the month,

3.9         If a customer paid late or did not send the proof of payment, and the service becomes suspended, After payment has been made it might take up to 24 hours for the services to be restored excluding after hours, holidays and weekends.

4        Cancelation, Sim Swap, Returns and Warranty

4.1         All our services are pre-paid and monthly billed which will continue on a month-to-month basis until cancelled, and Cancellations require a calendar month’s notice.

4.2         Services run from the first day of the month until the last day of the month, and pro rata will apply accordingly on the day of activation.

4.3         Failure to cancel your services will result in your service or product being activated for the new month and therefore liable for payment.

4.4         If you wish to cancel your service after 15 of every month you will be required to return the sim card at your own cost or you will be charged a sim card collection fee before the cancellation can be accepted,

4.5         Cancellation must be submitted on our control panel or in writing on our WhatsApp support line, email or website.

4.6         Should you for any reason wish to cancel your router purchase within 3 months 15% handling fee will be levied if you wish to return the router, however, should you wish to keep the router the handling fee will not be charged.

4.7         Installation, setup, shipping and Transport Costs are not refundable.

4.8         Our routers come with 3 month’s warranty and the power adapter is not covered by the warranty.

4.9         Faulty Sim Cards will be swapped free of charge, but the customer will be liable for shipping or transport costs.

4.10       Should you reset your router without our authorization, we shall try and help you telephonically, should we need to travel to you, transport and setup costs will be levied and must be paid before we re-configure your router.

5.       Fault Reporting and Customer Support

5.1         If the network is down or there is no internet on your line or service, please restart or refresh your line and allow at least one to three hours before reporting the fault to us.

5.2         All faults or connectivity problems must be reported through our WhatsApp line or email.

5.3         When reporting a Fault or Problem please provide as much information as you can such as your name, username, address, photo of your router as well as the weather conditions in your area

5.4         Once you have reported the fault please allow 12 hours for the fault to be investigated and resolved. This only applies during office hours. Faults reported outside office hours will be attended to on the next working day.

5.5         After the fault has been reported, Our Support personnel will call the customer to offer the necessary support telephonically,

5.6         Should the need arise that a technician must be sent out to the customer, such customers will be liable for transport costs.

5.7         Any Faulty that is deemed negligence by the customer, the customer will be charged a Transport and Setup fee

5.8         Dosky ITT does not keep a record of customer passwords, It is the responsibility of the customer to safely keep and protect this password. Should a customer forget or lose their password, they will be liable for the travel costs as well as setup fees.

5.9         All Faults must be reported on WhatsApp, SMS E-Mail or Website. Telephonic Fault reporting will not be accepted.

5.10       The Turn around time to respond for all communication is 24 hours, excluding after hours, holidays and weekends

6.       Communications with Dosky ITT and its Staff

Clients will be held liable for any malicious conduct directed towards Dosky ITT or its staff in any way or form via any of Dosky ITT's communication channels.

Any form of aggression, abuse, bullying, offensive language, intimidation directed at Dosky ITT or its staff on any platform or forum will be deemed abusive behaviour and will be deemed as a breach of our Acceptable Usage Policy and Dosky ITT reserves the right to suspend and/or discontinue any and all services.

The use of any platform, medium or communication channel to spread false information/allegations or any attempt to bring the name of Dosky ITT or its employees into disrepute will be deemed as a breach of our Acceptable Usage Policy and Dosky ITT reserves the right to suspend and/or discontinue any and all services.

7.       Unlawful Use

Dosky ITT' services/website may only be used for lawful purposes and activities. We prohibit any use of our website/network including the transmission, storage and distribution of any material or content using our network that violates any law or regulation of the Republic.

This includes:

Any violation of local and international laws prohibiting child pornography; obscenity; discrimination (including racial, gender or religious slurs) and hate speech; or speech designed to incite violence or hatred, or threats to cause bodily harm.

Any activity designed to defame, abuse, stalk, harass or physically threaten any individual in the Republic or beyond its borders; including any attempt to link to, post, transmit or otherwise distribute any inappropriate or defamatory material.

Any violation of Intellectual Property laws including materials protected by local and international copyright, trademarks and trade secrets. Moreover Dosky ITT cannot be held liable if you make any unlawful use of any multimedia content accessed through the search facility provided by Dosky ITT' network, or otherwise available through access to our network, whether for commercial or noncommercial purposes.

Any violation of the individual's right to privacy, including any effort to collect personal data of third parties without their consent.

Any fraudulent activity whatsoever, including dubious financial practices, such as pyramid schemes; the impersonation of another subscriber without their consent; or any attempt to enter into a transaction with Dosky ITT on behalf of another subscriber without their consent.

Any violation of the exchange control laws of the Republic.

Any activity that results in the sale, transmission or distribution of pirated or illegal software.

Failing to respond to a request by a recipient of unsolicited mail to be removed from any mailing or direct marketing list and continuing to send unsolicited mail following such a request for removal. Where any user resides outside of the Republic, permanently or temporarily, such user will be subject to the laws of the country in which s/he is currently resident and which apply. On presentation of a legal order to do so, or under obligation through an order for mutual foreign legal assistance, Dosky ITT will assist foreign law enforcement agencies (LEA) in the investigation and prosecution of a crime committed using Axxess' resources, including the provisioning of all personal identifiable data.

8.       Prohibited Activities

The following sections outline activities that are considered an unacceptable use of Company's services/network/website and also detail the guidelines for acceptable use of certain facilities/services, as the case may be.

Threats to Network Security

Any activity which threatens the functioning, security and/or integrity of Dosky ITT's network is unacceptable.

This includes:

Any efforts to attempt to gain unlawful and unauthorised access to the network or circumvent any of the security measures established by Dosky ITT for this goal;

Any effort to use Dosky ITT' equipment to circumvent the user authentication or security of any host, network or account ("cracking" or "hacking");

Forging of any TCP-IP packet header (spoofing) or any part of the header information in an email or a newsgroup posting;

Any effort to breach or attempt to breach the security of another user or attempt to gain access to any other person's computer, software, or data without the knowledge and consent of such person;

Any activity which threatens to disrupt the service offered by Dosky ITT through "denial of service attacks", flooding of a network, or overloading a service or any unauthorised probes ("scanning" or "nuking") of others' networks;

Any activity which in any way threatens the security of the network by knowingly posting, transmitting, linking to or otherwise distributing any information or software which contains a virus; Trojan horse; worm, lock, mail bomb, cancelbot or other harmful, destructive or disruptive component.

Any unauthorised monitoring of data or traffic on the network without Dosky ITT' explicit, written consent.

Any unsolicited mass mailing activity including direct marketing; spam and chain letters for commercial or other purposes, without the consent of the recipients of those mails.

9.       Public Space & Third Party Content & sites

In reading this AUP or in signing a service contract with Dosky ITT, you acknowledge that Dosky ITT has no power to control the content of the information passing over the Internet and its applications, including e-mail; chatrooms; news groups; or other similar fora, and that Dosky ITT cannot be held responsible or liable, directly or indirectly, for any of the abovementioned content, in any way for any loss or damage of any kind incurred as a result of, or in connection with your use of, or reliance on, any such content.

Our services also offer access to numerous third party webpages. You acknowledge that we exercise absolutely no control over such third party content, or sites and in such cases, our network is merely a conduit or means of access and transmission. This includes, but is not limited to, third party content contained on or accessible through the Dosky ITT network websites and web pages or sites displayed as search results or contained within a directory of links on the Dosky ITT network. It remains your responsibility to review and evaluate any such content, and that any and all risk associated with the use of, or reliance on, such content rests with you.

Access to public Internet spaces, such as bulletin boards, Usenet groups, chat rooms and moderated forums is entirely voluntary and at your own risk.

Dosky ITT employees do not moderate any of these services, or your communications, transmissions or use of these services. We do not undertake any responsibility for any content contained therein, or for any breaches of your right to privacy that you may experience as a result of accessing such spaces.

10.    Usenet Newsgroups

The client is responsible for determining and familiarizing himself or herself with the written policies of a given newsgroup before posting to it.

The client must comply with these guidelines at all times which can be obtained from other users of the newsgroup upon request, or from the group's administrators/moderators.

The following are prohibited practices with regard to Usenet newsgroups and Dosky ITT reserves the right to delete and/or cancel posts which violate the following conditions:

Excessive cross-posting of the same article to multiple newsgroups.

Posting of irrelevant or off-topic material to newsgroups (also known as USENET spam).

Posting binaries to a non-binary newsgroup.

Posting adverts, solicitations, or any other commercial messages unless the guidelines of the newsgroup in question explicitly permit them.

Dosky ITT does not monitor nor control the content that is available or unavailable via newsgroup and/or usenet services. The services offered by Dosky ITT in respect to usenet services is merely a convenience to Dosky ITT clients to make the use of the service more convenient. Dosky ITT accepts no liability and has no control over the content that may or may not be available, including, but not limited to, pornography, illegally obtained movies, applications and music.

11.    Complaints and Compliments

We value your feedback! Our goal is to provide exceptional service and products. If we've exceeded your expectations, we'd love to hear about it! Please share your compliments with us. Conversely, if we've fallen short, please let us know so we can make things right. Your complaints and suggestions help us improve and better serve you. Submit your feedback through our website or contact our customer service team directly."

12.    Acceptance of Terms

By subscribing to any of our services or products, the customer acknowledges and accepts these terms and conditions and these terms are subject to :

Provisions of the Electronic Communications Act No 36 of 2005 ("the ECA"), including the Acceptable   Usage Policy of all Service Providers and Network Operators for which Dosky ITT resell services.

All services are Month to Month, service/s may be terminated by the client or Dosky ITT. The accepted cancellation method is via the Control Panel and one calendar month’s notice is required, in certain instances, a cancellation fee may be applicable.

Dosky ITT will be entitled to change the price of any service purchased or discontinue a service or product type. Dosky ITT endeavours to provide clients with reasonable notice of such changes.

Dosky ITT reserves the right to limit the methods of payment options per service or product type.

    Should the customer fail to pay their account in full the customer shall be liable for any resultant collection, tracing and/or legal fees and all my services will be suspended.

     Dosky ITT will be entitled to verify the information contained on the client's order form and generally make enquiries it deems necessary. Dosky ITT will also be entitled to furnish any information regarding the client's account with Dosky ITT and his compliance with these conditions to any credit bureau / Bank.

     The Customer hereby indemnify Dosky ITT against any damage, loss, claims or cost that may result from work being done in connection with the connection and / or removal of the service.

      All services sold by Dosky ITT are sold as a best-effort service, throughput is in no way guaranteed.

       Dosky ITT together with its Suppliers and Partners disclaim any liability resulting from:

Interruption of service

Delays in provisioning, delivery or providing of the service

Acts of God

Negligence in any manner or form

Unauthorised use or misuse of the clients account and/or passwords

Misinformation provided by employees

Damages arising from the inability to access or utilise a service

The Customer agree that any claim under this Agreement is limited to the amount paid for the monthly service in dispute not exceeding 3 months. Dosky ITT and its Suppliers/Partners shall not be liable for any direct, indirect or incidental damages resulting from the client/user's inability to use any of the Services or the cost to procure an alternative service.

All links provided here-in where you are directed to a different page or site remain part of these Terms & Conditions, by accepting these Terms & Conditions you are accepting the Terms and/or Policies represented on these pages.