Legal Information

Terms & Conditions

Rental Agreement

Subscriber Agreement

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY.

Acceptable use policy

  1. By using our services, you agree to comply with our Policies and Procedures, including this Acceptable Use Policy (AUP).

General and Acceptable Use

  1. You are expected to use the Internet and other networks and services access through the services with respect, courtesy, and  
        responsibility, giving due regard to the rights of other Internet users. We expect you to have a basic knowledge of how the
        Internet functions, the types of uses which are generally acceptable, and the types of uses which are to be avoided.            
        Common sense is the best guide as to what is considered acceptable use.

Unacceptable Use

  1. Illegality in any form, including but not limited to activities such as unauthorized distribution or copying of copyrighted material,
        violation of export restrictions, harassment, fraud, trafficking in obscene material, child sexual abuse imagery, drug dealing, and
        other illegal activities.
  2. Neofibre’s services and servers may be used only for lawful purposes. Transmission, distribution or storage of any material in
        violation of any applicable law or regulation is prohibited. This includes, without limitation, material protected by copyright,
        trademark, trade secret or other intellectual property right used without proper authorization, and material that is obscene,
        defamatory, constitutes a legal threat, or violates export control laws. Examples of unacceptable content or links: “Pirated
        software”, “Hackers programs or archives”, “Warez Sites”, “Irc Bots”, “Illegal Mp3’s” etc.
  3. Due to the nature of a shared web hosting environment, Neofibre reserves the right to ask customers to upgrade or correct
        issues pertaining to upgrade their shared web hosting package, or to correct issues on their shared web hosting package, should
        it adversely affect the network or server performance for the majority of our hosting customers.
  4. The Neofibre shared web hosting platform is intended for hosting a website with relevant content and function for a personal or
        small home business without the concern of traffic overages. The use of the service should not be indicative for large scale
        enterprises or applications where a dedicated server would be more suited.
  5. Neofibre prohibits the use of the shared webhosting service disk space to be utilised for purposes other than its intended
        function: content hosting, personal and small enterprise email and relevant web files.
  6. The use of shared or dedicated hosting services for hosting torrent boxes and/or running proxies is strictly prohibited. Servers
        continuously running a risk of supporting these types of services will be disabled and cancelled from our network.
  7. Posting of defamatory, scandalous, violent or private information about a person without their consent, intentionally inflicting
        emotional distress, or violating trademarks, copyrights, or other intellectual property rights.
  8. Any unacceptable use of the services constitutes a material breach of these Terms and Conditions of Use and Neofibre fully and
        strictly reserves its rights in this regard.

 

 

Code of Conduct

Neofibre subscribes to this Code of Conduct which prescribes the minimum standard of conduct that Neofibre endeavors to follow in rendering services to its customers.

The Code of Conduct in accordance with the guidelines as well as the minimum standards for subscriber charters prescribed by the Independent Communications Authority of South Africa (“the Authority”) in Notice 1740 of 2007 published in Government Gazette No 30553 dated 7 December 2007 and in Notice 272 of 2008 published in Government Gazette No 30792 dated 25 February 2008, respectively. 

1. Key Commitments

Neofibre will:-

  • act in a fair, reasonable and responsible manner in all its dealings with its customers and potential customers;
  • ensure that all products and services meet the specifications contained in Neofibre licenses and in all relevant laws and regulations;
  • not unfairly discriminate against or between its customers and potential customers on the basis of race, gender, sex, age, religion, belief, disability, ethnic background or sexual orientation;
  • display utmost courtesy and care when dealing with its customers;
  • provide its customers and potential customers with information regarding services and pricing;
  • upon request provide its customers and potential customers with guidance in regard to their customer needs;
  • keep its customers’ personal information confidential; and
  • advise its customers to refer a complaint to the Authority, where Neofibre (Pty) Ltd has failed to resolve the complaint to the satisfaction of the customers.

2. Consumer rights

Your rights in terms of the services that Neofibre (Pty) Ltd provides include (without limitation) the right to:

  • be provided with the required service without unfair discrimination;
  • choose the service provider of your choice;
  • receive a copy of this Code of Conduct and Service Charter in English as determined by Neofibre (Pty) Ltd;
  • access and question records and information held by Neofibre (Pty) Ltd;
  • the protection of your personal data, which includes the right not to have your personal data sold to third parties;
  • lodge a complaint.

3. Provision of Information

  • Information regarding the broad range of services, products and packages on offer, the tariff rates, charges and fees applicable to Neofibre ‘s services, products and packages as well as the terms and conditions applicable to Neofibre services, products and packages, Neofibre (Pty) Ltd privacy and confidentiality policy, Neofibre (Pty) Ltd payment policy and relevant contact details are available:
    • on the application forms required to be completed in order to receive a service;
    • our billing and complaints handling procedures are contained in this Code; and
    • We will provide you with an itemised bill or invoice on request.
  • Your application for a service or product may be subject to a credit referencing or risk assessment process. This means that Neofibre (Pty) Ltd may request and receive your Confidential Information, Consumer Credit Information and Prescribed Information (as defined in the National Credit Act, 2005) (“Assessment Information”) from registered credit bureaus in order to perform a financial means test, in order to determine whether you will be in a position to meet your obligations under the intended agreement.
  • Neofibre (Pty) Ltd  is entitled to perform a financial means test each time when you apply for a service/ product and package.

4. Minimum service standards offered by Neofibre cc

  • Neofibre (Pty) Ltd will endeavor to attain a 100% success rate in meeting your request for a
  • Neofibre (Pty) Ltd will respond within 3 (three) minutes to any call directed to the Neofibre (Pty) Ltd call centre.
  • Our Electronic Communications Network Monitoring Centre operates 24 (twenty four) hours, 7 (seven) days a week.
  • In addition to our Electronic Communications Network Monitoring Centre, Neofibre (Pty) Ltd operates a dedicated customer service centre for the receipt and resolution of customer queries and service problems. Neofibre (Pty) Ltd  call centre is available on, Monday to Friday 08h30 to 18h00, on Tel 021 421 9857.

5. Billing Complaints Handling Procedure

  • You are required to direct a billing complaints to accounts@neofibre.com The complaint is required to be accompanied by the following;
    • a copy of the bill concerned or the particulars thereof, e.g. the account number;
    • the reason for the dispute;
    • the amount in dispute; and
    • Supporting information or documentation, if any.

Neofibre (Pty) Ltd will reach a determination regarding the billing complaint and communicate its decision to you within fourteen (14) working days of receipt of your complaint, however , we will endeavor to resolve 90% of billing complaints within four (4) working days.

You may approach the Authority for resolution of the dispute, should you not be satisfied with the outcome of the dispute as determined by Neofibre (Pty) Ltd. 

The dispute will be referred to the Complaints and Compliance Committee of the Authority in terms of section 17 (H) of the ICASA Act in the event that the dispute is not resolved by the Authority itself as contemplated. .

6. Complaints handling, resolution and escalation procedure

  • All complaints other than billing complaints must be submitted to Neofibre (Pty) Ltd and will be dealt with by Neofibre (Pty) Ltd in accordance with the provisions of this clause 6.
  • You are required to afford us an opportunity to resolve a compliant before you approach the Authority.
  • You are required to direct at info@neofibre.com Your complaint should include the following::
    • your name and surname;
    • your account number;
    • the date on which the complaint arose; and
    • a brief description of what gave rise to the complaint.

Neofibre (Pty) Ltd will acknowledge receipt of your complaint within 3 (three) working days of receipt thereof.

Neofibre (Pty) Ltd will formally resolve your complaint in writing within 7 (seven) working days of receipt thereof, or within such longer period as we may agree to under circumstances where the resolution of the complaint is for example (but without limitation) in the hands of a supplier or third party service provider.

You may approach the Authority for resolution of the dispute, should you not be satisfied with the outcome of the dispute as determined by Neofibre (Pty) Ltd. 

The dispute will be referred to the Complaints and Compliance Committee of the Authority in terms of section 17 (H) of the ICASA Act in the event that the dispute is not resolved by the Authority itself as contemplated in clause 6.5. 

ISPA CODE OF CONDUCT 

We are a proud member of the Internet Service Providers Association of South Africa (ISPA) and uphold the ISPA Code of Conduct.

These do change from time to time, so we do not have them here, but you can see them by clicking on the following link: https://ispa.org.za/code-of-conduct/.

    Protection of Minors

    The following sites have useful information or programs for protecting minors from problematic online content

    • NetSafe: the website of the Internet Safety Group of New Zealand
    • WiredSafety.org: the world’s largest Internet safety and help group
    • Comparitech.com: A guide for parents, carers and educators on protecting children’s privacy
    • GetNetwise: Educating parents and children about how to use the Internet safely
    • SafeKids.com: Making your family’s online experience fun and productive

     

    Take Down Notice

    Neofibre has nominated ISPA as our agent for the purpose of receiving take-down notifications in terms of section 75 of the Electronic Communications and Transactions Act.

    Internet Service Providers’ Association (ISPA)

    Address PO Box 518, Noordwyk, 1687
    Telephone: 010 500 1200
    Email: takedown@ispa.org.za

    Associated With 

    We are a proud member of ISPA and Uphold the ISPA code of conduct
    In terms of Section 75 of the Electronic Communications and Transactions Act Neofibre Pty (LTD) has designated the Internet Service Providers’ Association(ISPA) as an agent to receive notifications of infringements as defined in Section 77 of the Act.
    Internet Service Providers’ Associations(ISPA) Address : PO Box 518 ,Noordwyk 1687 Telephone : 010 500 1200

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