Terms & Conditions

1. Introduction

Welcome to Neurotel Communications (“Neurotel”, “we”, “us”). These Terms & Conditions (“T&Cs”) govern your subscription to our internet services. By signing up, paying for, or using our services, you agree to be legally bound by these T&Cs.

2. Service Description & Availability

  • We offer Fibre and Wireless (LTE/5G) broadband packages across South Africa. Speeds may vary, especially during peak times, due to network congestion or external factors beyond our control.

  • Coverage depends on network operator availability in your area.

3. Activation, Billing & Payment

  • Service activation incurs the full-month fee of your chosen package in advance (e.g., R450 for 20/10, R580 for 40/10 plans).

  • Pro rata charges apply from activation date until month‑end and are billed at the end of the activation month.

  • Promotional pricing applies to your first full month only; pro rata is calculated at standard rates.

  • Payment must be made via Electronic Funds Transfer (EFT) only.

  • Our billing and accounting hours are Monday–Friday, 08:00–17:00 (excluding public holidays). Suspended accounts are only reactivated on subsequent business days.

  • A 30-day written notice is required to cancel any service .

4. Installation & Equipment

  • Fibre installations are free up to 50 m (excluding Openserve, which allows 8 m), with additional costs charged per metre by the relevant Fibre Network Operator.

  • Selected Fibre networks may incur a once-off installation fee of R999.

  • Wireless (LTE/5G) routers remain company property and may be purchased by clients at R1,500; rented routers do not convert into ownership.

  • Replacement of faulty equipment may take up to 72 hours.

  • Clients are responsible for property damage due to events like surges, theft, or natural disasters

5. Upgrades, Downgrades & Relocation

  • Any package upgrades or downgrades on Fibre must be requested before the 15th of the month and take effect the following month.

  • If relocating within our service area, a relocation fee will apply, determined upon request.

6. Early Cancellation Fees

  • Fibre service cancellations within 12 months of activation incur a R999 cancellation fee (excluding Vuma‑Reach and Openserve Web Connect).

  • Openserve Web Stream Fibre cancelled within 12 months incurs a R600 fee.

7. Openserve FTTR(Fibre To The Room)

  • Pricing excludes broadband service

  • Month to month pricing with clawback penalty if cancelled within 36 months.
  • Clawback penalty calculated based on remaining period up to 36 months
  • When the main FTTR service is terminated, the associated features and platform capabilities will cease.
  • Each FTTR element can will be managed separately and can be ordered or ceased separately.
  • Each element will have its own term based on the order date and not necessarily that of the original main
    FTTR 1+1 product
  • Additional end-devices can be purchased to cater for all house sizes
  • R2449 installation fee is applicable for FTTR 1 + 1 (1 Master ONT+ 1 Endpoint) 
  • R799 installation fee is applicable per additional endpoint pre-installation
  • R1 150 installation fee is applicable per additional endpoint post-installation
  • In the event that there is a FTTR fault that needs to be attended to at the End-user site, a once-off call out
    fee of R1 725 will be charged.

8. Acceptable Use Policy (AUP)

  • An AUP governs data usage on LTE/5G packages; once your threshold is exceeded, speed is throttled to 2 Mbps for the remainder of the billing month.

    • 20 Mbps plan: 50 GB

    • 50 Mbps plan: 100 GB

    • 100 Mbps plan: 400 GB

    • 200 Mbps plan: 650 GB.

  • Openserve Web Connect services are subject to their own AUP.

9. Promotions & Trials

  • “30-day free trial” for Openserve Web Connect is limited to new customers and subject to coverage.

  • Re-activation after the trial may take 1–7 business days.

  • Black Friday promotions apply for three months (pro rata + two additional months), after which standard rates resume.

10. Service Quality & Outages

  • We provide “best effort” connectivity; we do not guarantee specific uptime or speeds. Downtime does not qualify for refunds .

11. Support & Fault Reporting

  • For support, email support@neurotel.co.za or WhatsApp 066 267 5251.

  • Fault reports are logged through our help desk. Resolution efforts are initiated within 72 hours for faulty equipment replacement.

12. Modifications to Terms

  • We reserve the right to update or modify these T&Cs at any time. Any changes will be posted at neurotel.co.za/terms‑conditions/

  • Continued use of services after such updates constitutes acceptance of the revised T&Cs.

13. Governing Law & Jurisdiction

These T&Cs are governed by the laws of South Africa. Any disputes will be subject to the jurisdiction of the South African courts.

14. Contact Details

Neurotel Communications