Terms & Conditions

1. Definitions & Interpretation

'PRIME ICT', 'we', 'us' refers to Prime ICT (Pty) Ltd (Company Reg. 2008/026302/07, VAT 4850253255), a South African information and communications technology provider based at 27 Rhinestone Crescent, Witkoppen, 1559, Gauteng. 'You' refers to any customer, subscriber, or visitor. 'Services' includes business fibre, VoIP, managed IT, cloud, hosting, security, remote monitoring and management (RMM), and related consultancy. 'Goods' refers to hardware and software sold through our online store.

2. Acceptance of Terms

By using our website, registering an account, or ordering any product or service, you confirm that you have read, understood, and accepted these terms and any referenced policies, including the Acceptable Use Policy, Fair Usage Policy, Privacy Policy, and Service Level Agreement.

3. Accounts & Registration

• You must provide accurate, complete, and current information when registering a business or personal account.
• You are responsible for keeping your account credentials secure and for all activity under your account.
• We may verify your identity and may decline or suspend an account where fraudulent or abusive activity is suspected.
• Business account holders must nominate an authorised representative who may act on the account's behalf.

4. Orders & Pricing

All orders are subject to acceptance and stock availability. Prices are displayed in South African Rand (ZAR) and include VAT where applicable. We endeavour to keep pricing and product information accurate; should a pricing or specification error occur, we reserve the right to cancel an order and offer a full refund. Service pricing is confirmed in your signed service contract or quotation.

5. Payment & Billing

• Online store payments are processed securely through PayFast. We do not store your card or banking details.
• An order is confirmed only once payment has been received and verified.
• Recurring services are billed monthly in advance unless your contract states otherwise.
• Unpaid orders may be cancelled after 72 hours, and unpaid service invoices may result in suspension in line with the Subscription Terms.

6. Delivery & Collection

Delivery times are estimates and depend on location and stock. We deliver throughout South Africa. Risk in goods passes to you on delivery. Please inspect goods on arrival and report damage within 48 hours. Collection from our Johannesburg premises may be arranged where offered.

7. Telecommunications Services

• Internet and connectivity services depend on network availability at your premises and the terms of the relevant fibre or wireless provider (FNO).
• Service speeds and availability are 'best-efforts' unless a guaranteed or committed rate is specified in your contract.
• Fibre installation lead times depend on the FNO and may be delayed by civil works, wayleaves, or third-party availability.
• Third-party carrier or FNO failures are outside our control; we will assist in escalation but are not liable for their outages.
• Static IP allocations are assigned per your contract and remain the property of PRIME ICT or the upstream provider; they are non-portable unless agreed.
• IP address abuse, spoofing, or unauthorised reassignment may result in suspension.

8. Customer Equipment & Router Ownership

• Customer-premises equipment (CPE) such as routers, ONUs, or phones may be supplied, rented, or customer-owned depending on your contract.
• Where equipment is supplied by us, it remains our property until paid in full or as your contract states.
• You must not modify, reconfigure, or tamper with supplied equipment in a way that impairs service or monitoring.
• You are responsible for power, cabling, and environmental conditions at your premises.

9. Acceptable Use & Network Abuse

Use of our network and services is governed by our Acceptable Use Policy and Fair Usage Policy. Spam, malware distribution, phishing, copyright infringement, DDoS participation, port scanning, unauthorised access, and hosting of illegal content are strictly prohibited and may result in immediate suspension.

10. Service Interruptions, Maintenance & Force Majeure

• We aim to provide continuous service but cannot guarantee uninterrupted access; scheduled and emergency maintenance may be required.
• We will give reasonable notice of planned maintenance; emergency maintenance may be carried out without prior notice.
• Force majeure events — including cable theft, load shedding, vandalism, fibre cuts, civil unrest, natural disasters, and regulatory action — may interrupt service without liability to us.
• We will use reasonable efforts to restore service as soon as practicable.

11. Service Suspension & Termination

• We may suspend a service for non-payment, abuse, breach of the AUP, or to protect the network or other customers.
• Fixed-term contracts may be terminated by either party on the terms (including notice period) set out in your contract.
• Early termination of a fixed-term contract may attract applicable cancellation or settlement charges.
• Month-to-month services may be terminated by either party on the notice period stated in the Subscription Terms.

12. Warranties & Returns

Products carry the manufacturer's warranty unless otherwise stated; as a reseller we do not extend warranties beyond the manufacturer's terms. Returns and refunds for goods are governed by our Refund & Cancellation Policy. Service credits, where applicable, are governed by your SLA.

13. Limitation of Liability

• To the extent permitted by South African law, we are not liable for indirect, incidental, or consequential loss arising from the use of our goods or services.
• We are not liable for outages or faults originating on third-party carrier or FNO networks.
• Our total aggregate liability for a claim is limited to the fees paid for the relevant service or order in the preceding month, unless a higher cap is agreed in your contract.
• Nothing in these terms limits liability for gross negligence, fraud, or matters that cannot be excluded by law.

14. Remote Access Consent

Where you request support, RMM, or managed services, you authorise PRIME ICT personnel (and authorised third-party agents acting on our behalf) to access your systems, devices, and configurations remotely for the purposes of provisioning, monitoring, maintenance, and fault resolution. Remote access is performed on a least-privilege basis and logged.

15. Third-Party Software Licensing

We resell or deploy third-party products including Microsoft, Fortinet, MikroTik, Juniper, Yealink, and Reyee. Licensing terms, warranties, and support are governed by the respective vendor's licence agreement. You must comply with vendor licence terms and may not exceed licensed user, device, or feature counts.

16. Customer Obligations

• Keep your contact and billing information accurate and current.
• Secure your account credentials and notify us promptly of any suspected breach.
• Ensure your premises, power, and internal cabling support the service.
• Comply with all applicable laws and our policies when using the services.

17. Privacy & POPIA

We process personal information in accordance with the Protection of Personal Information Act (POPIA). Full details are set out in our Privacy Policy and PAIA/POPIA Manual. We do not sell your personal data.

18. Changes to These Terms

We may update these terms from time to time. Material changes to service terms will be communicated to active customers where practicable. Continued use of the site or services after changes are posted constitutes acceptance of the revised terms.

19. Governing Law & Disputes

These terms are governed by the laws of the Republic of South Africa. We will seek to resolve disputes amicably; failing which, disputes will be referred to the appropriate South African court or agreed dispute-resolution body.