1. Billing and Payment
- The service provider will send an invoice for installation and any activation fees, and the installation date will be set once payment is received. After installation, any extra charges and a pro-rata amount for the first month will be billed and must be paid within 7 days.
- Fibre fees are invoiced and payable in advance (pre-paid) for each month, except VoIP calls and pro-rata usage for activations after month-end.
- Debit orders are collected on the 1st of the month, or on the last day of the month for the following month's instalment. EFT payments must reflect in our account before the start of the month being paid for.
- A R50 fee applies to unpaid or returned debit orders. Services not paid for by the start of the month may be suspended. We will give 30 days' notice of any price changes.
2. Your Responsibilities
You agree to use the service and equipment only for lawful purposes. You may not modify or tamper with any network equipment. You are responsible for ensuring everyone who uses your connection — including children — does so within these terms.
You are responsible for the selections you make on this form. If you are unsure, please check your coverage or contact us before signing up. True Technologies cannot be held liable for a service provisioned according to a selection made in error.
3. Our Service Commitment
We will do our best to keep your service running reliably. We may occasionally need to suspend the service briefly for maintenance or upgrades and will try to give you advance notice when possible. The underlying fibre network is owned and maintained by the relevant fibre network operator (MetroFibre or Openserve) and is subject to their service availability.
4. What Your Installation Includes
Your standard fibre installation covers:
- The fibre drop cable from the street to your property (installed by the fibre network operator)
- A fibre termination point (FTP) and Optical Network Terminal (ONT) at your home or business
- Connection and setup of your router (where supplied)
- Basic Wi-Fi configuration on the supplied router
- Activation of the service on the chosen package
Not included — and quoted separately: additional routers or mesh systems, extra internal cabling, special mounts, VoIP setup, and any computer or software troubleshooting.
5. Equipment Ownership
The ONT and any router supplied as part of a free-to-use offer remain True Technologies' (or the fibre network operator's) property and must be returned on service termination. The customer is responsible for insuring this equipment against theft or accidental damage. Uninsured losses will be billed. True Technologies will maintain and update firmware on routers it supplies. Routers older than 3 years requiring upgrade may incur an upgrade cost. All other purchased equipment transfers to the customer once fully paid.
6. Service Interruptions & Environmental Factors
Fibre cuts, contractor damage, lightning, power outages and extreme weather can affect your connection. We are not liable for disruptions caused by events beyond our control, including outages on the underlying fibre network operator's infrastructure.
7. Faults and Technical Support
Our service responsibility ends at the ONT (and the supplied router, where applicable). Everything inside your home — additional cabling, third-party routers, devices — is your responsibility.
To log a fault, contact us at 042 293 4168 or support@true.co.za with your account number and a description of the problem.
If we find no fault on our side, a call-out fee will apply. Free support covers your internet connection only — computer, software, and printer issues are chargeable.
8. Acceptable Use
You may not use the service to access or share illegal content, send spam, infringe copyright, or carry out any malicious online activity. Breaches may result in immediate suspension or termination of your service.
9. Cancellation
FTTH services are month-to-month with 30 days' written notice. FTTB services are subject to a 1-year contract with 30 days' notice thereafter. We may cancel immediately for non-payment, serious breach of these terms, or illegal use of the service. All supplied equipment must be returned promptly on cancellation.
10. Your Privacy
We collect and use your personal information only to deliver and manage your service, in accordance with the Protection of Personal Information Act (POPIA). We will not sell or share your information with third parties without your consent, except as required to provision the service with the underlying fibre network operator.
11. Our Liability
Our liability to you is limited to one month's subscription fee. We are not liable for any indirect losses such as lost income, lost data, or business disruption.
12. Changes to These Terms
We may update these terms from time to time. Updated terms will be posted at www.true.co.za. Continuing to use the service means you accept the updated terms.
13. Disputes
If a dispute arises, both parties agree to first try to resolve it through direct negotiation. If unresolved, South African law applies and the matter may be referred to the Magistrate's Court.
Customer Acknowledgements
- The ONT and any supplied router remain the property of True Technologies or the fibre network operator and must be returned in their original condition upon cancellation.
- The customer is liable for any equipment damage, destruction, or theft, including from lightning or electrical surges.
- The service provider will arrange equipment collection; if the customer does not cooperate, the provider may remove equipment without consent, and the customer indemnifies the provider against trespass claims.
- Amendments require written agreement signed by both parties.
- No delay constitutes a waiver of the provider's rights.
- The service provider may amend conditions of service, which will apply to the existing agreement.
RICA: Documentation Required by Law
Individuals:
- Certified copy of your Identity Document (ID) / Passport (stamped by a commissioner of oaths — a certified copy can be made in store if applying at the service provider).
- Proof of address (of installation address) — such as a recent utility bill, a property purchase or rental agreement, or affidavit. The PoA needs to include the name, residential and postal or business address.
Juristic person (Companies, CCs, Trusts, etc.):
- Name of juristic person, business address & registration number (if registered).
- CIPC company registration document.
- A resolution letter on the official business letterhead, selecting a representative. Please provide name, identity number, residential and postal or business address of the representative.
- Certified copy of identity document (not older than 3 months) of the said representative.
