1. Billing and Payment
- The service provider will send an invoice for installation, 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.
- Monthly invoices are issued on or before the 1st working day of every month and fees are due on or before the 7th of each month.
- A R50 fee applies to unpaid or returned debit orders. Services not paid by the 7th may be suspended. We will give 30 days' notice of any price changes.
- PRE-PAID fees are invoiced and payable in advance for each month, except VoIP calls, faxes and pro-rata usage for activations after month-end.
- Payment must be made by the customer on or before the 7th day of each month wherein the customer has been invoiced.
2. Your Responsibilities
You agree to use the service and equipment only for lawful purposes. You may not modify or tamper with any 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 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. We are responsible for the wireless equipment installed outside your home that connects to our network.
4. What Your Installation Includes
Your standard installation covers:
- A weatherproof wireless device (CPE) mounted outside your home
- Up to 30 m of outdoor network cable
- A power adapter (POE) for the external unit
- Connection and setup of one device or your home network
- Basic email and Wi-Fi configuration
- Travel, up to 2 hours of labour, and activation
Not included — and quoted separately: routers, extra cabling, special mounts, VoIP setup, and any computer or software troubleshooting.
5. Equipment Ownership
The CPE, POE, and router remain True Technologies' 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 all its equipment. CPEs older than 3 years requiring upgrade will incur an upgrade cost. All other purchased equipment transfers to the customer once fully paid.
6. Service Interruptions & Environmental Factors
Lightning, power outages, electrical surges, and extreme weather can affect your connection. We maintain backup power across our network but cannot guarantee service during extended outages. We are not liable for disruptions caused by events beyond our control.
7. Faults and Technical Support
Our network responsibility ends at the CPE. Everything inside your home — cabling, router, devices — is your responsibility.
To log a fault, contact us at 042 293 4168 or support@truewan.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
Either party may cancel with 30 days' written notice. We may cancel immediately for non-payment, serious breach of these terms, or illegal use of the service. All our 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.
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
- Wireless equipment remains the service provider's property and must be returned in its 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.
- The customer may not remove wireless equipment.
- 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.
