Schweet Web Logo

Terms & Conditions

1. Introduction

Schweet Web Ethekwini (PTY) LTD, "we/us/our", provides electronic communications network services, electronic communications services, internet access, support services, and related connectivity services to "you", our customer.

These terms, plus any schedules, annexures, and your accepted order, form the binding contract between you and Schweet Web Ethekwini (PTY) LTD. By placing an order, you agree to abide by these terms.

2. Definitions & Interpretation

Key terms include:

  • "AUP" means Schweet Web Ethekwini (PTY) LTD's Acceptable Use Policy;
  • "Business Day" means a day from Monday to Friday that is not a public holiday in South Africa, 08:00-16:30 SAST;
  • "CPE" means Customer-End Equipment;
  • "NRC" means non-recurring cost, such as installation;
  • "MRC" means monthly recurring cost.

3. Service Provision & Acceptance

We will deliver and install services/CPE as per your order. On completion, we may issue confirmation of successful installation and testing.

4. Charges, Billing & Payment

You are responsible for all NRCs and MRCs as stated in your order. NRCs cover installation, connection, labour, and any hardware costs. MRCs are fixed for the agreed contract term; VAT or other statutory changes will be passed on. Early termination by you triggers payment of any outstanding NRCs and MRCs for the contract period.

5. Acceptable Use & AUP

You must comply with our AUP, accessible on our website, at all times.

Prohibited activities include accessing or transmitting illegal content, hacking, spoofing, scanning, DoS attacks, network abuse, spam, or virus distribution. Breach may result in warnings, suspensions, or termination; you may also be liable for costs or legal action.

6. Privacy, Monitoring & Take-down

We respect your privacy. For details, refer to our Privacy Policy. You acknowledge we may monitor traffic to protect network integrity and comply with law enforcement requests. We maintain a formal notice-and-takedown procedure for illegal content, in conjunction with ISPA, as per ECTA section 77.

7. SLA & Availability

Where applicable, service-level targets, such as uptime percentages, are specified in the relevant service schedule or accepted order.

8. Equipment

Schweet Web Ethekwini (PTY) LTD retains ownership of loaned CPE. Should it fail due to our fault, we will repair or replace it. Equipment sold to you may require self-insurance.

9. Transfers & Assignment

We may assign our rights or obligations freely. You need written consent to transfer your rights under this contract.

10. Complaints

How to complain

Please include your name, account or address, and a short description of the problem.

Complaints must be in writing with sufficient detail, such as logs, headers, and contact information.

What we'll do

  • Acknowledge your complaint within 3 working days (usually much faster).
  • Resolve it within 14 working days.
  • Keep you updated if we're waiting on a network provider to fix a fault.

If you're not happy

If we don't resolve your complaint within 14 working days, or you're unhappy with the outcome, you can escalate it to ICASA: www.icasa.org.za or consumer@icasa.org.za.

11. Liability & Indemnity

We provide services on a best-effort basis and are not liable for indirect losses, interruptions, third-party transactions, or force majeure. You indemnify us against all claims arising from your misuse of services or violation of these terms or any law.

12. Changes to Terms

We may amend these terms at any time. Updated terms are posted on our website and apply from the date of publication. You are responsible for reviewing changes regularly.

13. Governing Law

These terms are governed by South African law. Any disputes will be heard in courts within South Africa.