Vodacom Fibre General Information Terms And Conditions

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Vodacom Fibre General Information

Terms And Conditions

General

  1. Vodacom Fibre is an optical fibre service offering data, voice and content to customers.

  2. Vodacom determines the most suitable technologies to provision data, voice and content services over the fibre network to meet its commercial requirements.

  3. The Vodacom Fibre terms and conditions as detailed herein are subject to change from time to time.

  4. Vodacom has partnered with 3rd Party Network Providers to provide the network infrastructure through which Vodacom offers Fibre services as an Internet Service Provider (ISP).

  5. Any change to the Vodacom Fibre terms and conditions will be communicated to the customer upon 30 days written notice or such other reasonable notice period as the circumstances require.

  6. The detailed Vodacom Fibre data and voice offering is available at www.vodacom.co.za/fibre 

  7. The Vodacom Fibre service is subject to: 

    1. Vodacom's Standard contract terms and conditions.

    2. Vodacom's Fair Usage Policy.

    3. Additional service or device specific terms and conditions mentioned below.

  8. Vodacom shall remain the main point of contact for all Vodacom customers on 3rd Party Network Providers.

  9. Where there is any conflict between any other terms and conditions mentioned and the Vodacom Fibre specific terms and conditions, the additional service or device specific terms and conditions shall prevail.

Provision of Services

  1. Vodacom can only provide the Vodacom Fibre service where there is a Vodacom fibre network presence or a 3rd Party Network Provider that has partnered with Vodacom.

  2. Dark Fibre Africa (DFA) is the Vodacom Fibre 3rd Party Network Provider.

  3. Vodacom does not warrant the accuracy of the 3rd party Network Provider's fibre coverage at a specific location therefore the provision of services will be subject to the 3rd party Network Provider verifying the coverage details after the order has been placed with Vodacom.

  4.  If the 3rd party Network Provider provides feedback that the address is not within the fibre covered area after the order has been placed with Vodacom, Vodacom will not be able to continue with the installation of the Vodacom fibre service.

  5. The Vodacom Fibre service is only available in selected urban areas.

  6. Vodacom will only build a fibre network in a specified area if there is sufficient commitment from prospective customers.

  7. The provision of the Vodacom Fibre service is subject to credit vetting and the successful conclusion of a Vodacom Fibre service contract with the customer.

  8. The Vodacom Fibre service is only available on a 24-month service contract.

  9. Vodacom does not warrant an uninterrupted Vodacom Fibre service and does not offer quality of service, uptime and throughput guarantees.

  10. Vodacom shall endeavour to maintain the Vodacom fibre network and the Vodacom Fibre service to the best of its ability.

  11. A customer may not resell the Vodacom Fibre service or use the Vodacom Fibre service for any commercial activities where the service is on sold to other users.

  12. Vodacom reserve the right to terminate any customer's Vodacom Fibre service if it is found that the customer is reselling the service or using the Vodacom Fibre service for commercial activities.

Commencement and Duration

  1. The Vodacom Fibre service contract start date shall be the customer account activation date.

  2. The Vodacom Fibre service contract shall remain in force for the initial period as defined by the contract period (i.e. 24 months) where after it shall continue on a month to month basis, until it is either renewed for a further period or terminated by either party on 30 days written notice to the other.

  3. In the event that any Vodacom fibre service is discontinued for any reason prior to the expiry of the initial period, such discontinuation, along with the migration options or alternatives available to the customer will be communicated to the customer on reasonable prior notice.

  4. Any Vodacom Fibre service contract which includes free or discounted customer equipment can only be renewed or cancelled without any penalty after the initial period.

  5. When a Vodacom Fibre service contract is terminated during the initial period, an early cancellation penalty will apply, equivalent to all of the remaining subscriptions due for the initial period.

Service offering and pricing

  1. Vodacom reserve the right to adjust and amend the service offering and pricing from time to time.

  2. Any adjustments or to services and pricing or additional services will be communicated on 30 days written notice or such other reasonable notice period as the circumstances require.

  3. A customer may purchase the Vodacom Fibre services on the following channels:

    1. Vodacom Fibre portal available on www.vodacom.co.za/fibre

    2. Vodacom Fibre Customer care (082 1904).

  4. A customer has the option to purchase the following services:

    1. Vodacom Fibre Broadband offering data connectivity with Internet access.

    2. Vodacom Fibre Fixed Voice offering voice calls (national and international).

    3. Vodacom Fibre Broadband with Fixed Voice.

    4. Optional services such as Mobile Back-up and devices such as Uninterrupted Power Supply (UPS).

  5. Vodacom Fibre Broadband price plan data allocation is valid for one (1) calendar month.

  6. The Vodacom Fibre Broadband order of consumption is based on expiry date of the bundle. The data bundles that expires first, is the data bundle that gets consumed first.

  7. Vodacom Fibre Broadband data allocation is not transferable and cannot carryover from one month to the next.

  8. Vodacom Fibre customers will receive an invoice via email on the 3rd of the month following the bill date (1st of the month) for the contract period of 24 months. The first Vodacom Fibre bill will be comprised of the pro-rated amount for the relevant month.

  9. Vodacom Fibre monthly subscription will be billed in advance while the data and voice minutes usage will be billed in arrears.

  10. The Vodacom Fibre pricing as specified at www.vodacom.co.za/fibre is subject to change from time to time and new pricing will be communicated to the customer upon 30 days written notice or such other reasonable notice period as the circumstances require

Installations

  1. Vodacom will appoint an approved installer to install the Vodacom Fibre service at the customer's premises.

  2. The approved installer will require reasonable access to the customer's premises.

  3. The approved installer will install the Vodacom Fibre service in accordance with the detailed installation guidelines for a standard installation as per the Vodacom Fibre Installation Schedule.

  4. The detailed installation guidelines will include the maximum installation specifications that will be included in a standard installation.

  5.  If the Vodacom Fibre service installation exceeds the standard installation specifications, then any additional installation expenses will be for the customer's account.

    1.  Any additional installation expenses will be settled directly with Vodacom or with the approved installer.

  6. The installation will be deemed fully operational if the approved installer successfully tests the Vodacom Fibre service with the Customer Premises Equipment (CPE) provided by Vodacom as part of the Vodacom Fibre service contract.

  7. The approved installer will not test the installation's operational status with any other CPE than the CPE provided by Vodacom.

  8. The customer undertakes to maintain the installation, including all equipment provided, in good order including environmental considerations as detailed in the Vodacom Fibre Service Schedule.

  9. The customer may not move or alter the Vodacom Fibre service installation and must notify Vodacom if there is a need to move or alter the installation.

  10. Only a Vodacom approved installer may move or alter a Vodacom Fibre service installation.

Customer Equipment

  1. The following equipment related to the Vodacom Fibre service will be installed at the customer's premises:

    1. An Optical Network Terminal (ONT) that forms part of the Vodacom fibre network or 3rd Party Network Provider 

    2. A CPE with Wi-Fi capability, more commonly known as a router

    3. An optional telephonic device if voice services are included in the Vodacom Fibre services

    4. An optional LTE / 3G modem for GSM backup (please refer to specific Mobile Backup terms and conditions); and

    5. An optional UPS (please refer to specific UPS terms and conditions)

  2. The ONT remains the property of Vodacom or 3rd Party Network Provider at all times.

  3. The CPE will form part of the Vodacom Fibre service contract.

  4. The Vodacom Fibre service charge will not be discounted if the customer elects to use their own CPE or other customer equipment provided by Vodacom.

  5. After the Vodacom Fibre service contract initial period, the CPE and any other customer equipment (excluding the ONT) becomes the property of the customer.

  6. A two-year warranty will apply to all customer equipment provided by Vodacom.

  7. If customer equipment is swapped out by an approved installer as part of fault management, the warranty of the replacement customer equipment will be valid for the balance of the Vodacom Fibre service contract period.

  8. The customer gives Vodacom permission to configure the router for additional Service Set Identifier's (SSID's) to enable supplementary services.

  9. Any use of a customer's router for additional SSID's will be at no charge to the customer and will not impact the customer's service.

Service interruptions

  1. Vodacom will endeavour to limit service interruption occurrences to the Vodacom Fibre service and the length thereof.

  2. In the case of a service interruption in the Vodacom Fibre service, Vodacom will deploy technical teams to address any network faults.

  3. If a customer detects a service interruption in the Vodacom Fibre service, the customer has to notify Vodacom customer care of the interruption.

  4. If the service interruption in the Vodacom Fibre service is traced to a customer's Vodacom Fibre installation or customer equipment, then Vodacom will endeavour to rectify the fault remotely, failing which a service team will be dispatched to the customer's premises to address the fault.

  5. If in the event of a service interruption in the Vodacom Fibre service a service team is dispatched to the customer's premises and it is found that the service interruption is attributable to the customer's actions, then Vodacom will charge the customer the applicable rates for dispatching the service team to rectify the service interruption.

Liability

  1. Vodacom accepts no liability for any loss or damage to the property or equipment of the customer arising out of the provision, installation or maintenance of Vodacom's Fibre service including the customer's use of the customer equipment.

  2. Vodacom accepts no liability for any loss or damage arising out of the use of the Vodacom Fibre service, including loss or damage due to using the Internet and/or transferring files and content. 

Fair Usage Policy

  1. Vodacom reserves the right to use a Fair Usage Policy (FUP) to manage its networks in order to maintain acceptable levels of customer experience.

  2. The Vodacom Fibre services are subject to a FUP.

  3. The Vodacom Fibre FUP is subject to change from time to time.

Non payment

  1. Vodacom Fibre services may be suspended in the event of non-payment. 

  2. A reconnection fee may be applied.

Termination & Cancellations

  1. Cancellations within the contract period will carry a penalty equivalent to all the remaining contract price plans due for the remainder of 24-month contract period.

  2. Any penalties applicable to customer equipment due to termination or cancellation will be included in the last invoice.

  3. Vodacom will inform customers 30 days in advance of the initial contract end period.

  4. Customers will need to inform Vodacom one (1) calendar month in advance for any cancellation/termination request to enable Vodacom to complete processing the cancellation/termination.

Upgrades and Migrations

  1. The customer can migrate to any other Vodacom Fibre service offer on request.

  2. Upward and downward migrations will attract a once-off fee.

Relocation and Moves

  1. If the customer wishes to move the location of the Vodacom Fibre service, the following will apply:

    1. Moves will be allowed subject to a feasibility study on whether a Vodacom Fibre service can be provisioned at the new location.

    2. Any additional costs relating to the provisioning of the Vodacom Fibre service at a new location will be charged to the customer with prior approval.

  2. If a Vodacom Fibre customer re-locates to a location with no Vodacom Fibre network, the customer will be able to cancel the Vodacom Fibre contract without penalties however the customer will be liable for any outstanding fees applicable to the CPE.

  3. When the customer relocates or move the Vodacom Fibre service to a different address, a new 24 months contract period will apply unless instruction is received by Vodacom to cancel the existing contract which will be subject to Vodacom's cancellation policy referred to herein.

  4. If a Vodacom Fibre customer moves the Vodacom CPE within the customer premises, the following will apply:

    1.  A Vodacom Fibre customer will be responsible for charges associated with the move and any non-standard installation charges (where applicable).

Fixed Voice

  1. The Vodacom Fibre Fixed Voice service is not dependent on a Vodacom Fibre Broadband installation.

  2. The customer will receive a Vodacom Fibre Fixed Voice non-geographic telephone number.

  3. The customer can port a geographical telephone number to the Vodacom Fibre Fixed Voice service.

  4. All national on-net (Vodacom Fibre to Vodacom Fibre and Vodacom Fibre to Vodacom GSM) and off-net (Vodacom Fibre to any other operators) calls will be deducted from the Vodacom Fibre Fixed Voice price plan allocations or at the default out-of-bundle rates if the price plan allocation is depleted.

  5. Vodacom Fibre Fixed Voice minutes will carryover for up to three (3) months. 

  6. The Vodacom Fibre Fixed Voice order of consumption is based on expiry date of the voice minutes. The minute bundle that expires first, is the bundle that gets consumed first.

  7. All international calls will be charged at the current Vodacom international calling rates.

Complaints Handling Procedure

  1. Vodacom will endeavour to resolve all customer related service interruptions timeously;

    1. If the customer believes that the problem is not being adequately attended to; please contact our Contact Centre on 082 1904 (available 24 hours) and request to speak to the Contact Centre Manager (or an authorised delegated representative) to facilitate the escalation.

    2. The escalation will be investigated and feedback will be provided to the customer within a reasonable turnaround time

    3. This provision shall hold for all queries where internal competencies abound for resolution. Where the resolution of a query is dependent on the input of a third party network  provider (e.g. network element, value added service or service provisioning interfaces and/or installation), resolution would be dependent on Service Level Agreements (SLAs) agreed with network/service provider and to the extent that the customer is not required to engage with the third party network provider directly 

    4. If the customer is not satisfied with the resolution; the customer has the right to request the Contact Centre Manager to further escalate the matter to FTTH Escalations for further through which a Service Request Reference number will be communicated with the customer and will be used in all further correspondence with the customer

    5. Upon exhaustion of all aforementioned options to resolve complaint(s) and a customer is still not satisfied with Vodacom, such customer is at liberty to escalate his grievance(s) to the Independent Communications Authority of South Africa (ICASA).

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Vodacom Fibre General Information Terms and Conditions
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Once-Off and Monthly Recurring Voice Bundles Terms and Conditions

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Once-Off and Monthly Recurring Voice Bundles

Terms and Conditions 

  1. Voice bundles will be available to customers on any Contract, Top Up/Flexi voice price plan.
  2. Voice bundles can be purchased using the online Self Service channels including the Vodacom website, the VodaPay App and USSD.
  3. Voice bundles can be purchased as either a Once-Off option, which will be valid for 30 days from and including the day of purchase; or as a Monthly recurring option which will be allocated on the 1st of each calendar month and expire on the last day of the respective calendar month. All unused minutes at the time of expiry will be forfeited.
  4. Voice bundles can be used for calls to any network operator within the borders of South Africa and do not apply to international calls or international roaming.
  5. Voice bundles will be deducted per second during a call, whilst the call remains active. 
  6. Voice bundles purchased Once-Off on Top Up/Flexi plans can either be charged to bill, or against the airtime balance, the customer needs to choose an option at the time of purchase.
  7. Voice bundles purchased Once-Off on Contract price plans will be added to the monthly bill. 
  8. Voice bundles activated as a monthly recurring option will have the associated cost added to the monthly bill on both Top Up/Flexi as well as Contract price plan types. 
  9. Voice bundles can be used for the following types of calls (GSM voice, voice over LTE and Wi-Fi calling) the bundles do not apply to VoIP calls. 
  10. Monthly recurring voice bundles will have the associated cost and bundle allocation pro-rated if activated mid-month based on the date of activation and the remaining days left in the respective calendar month. If a new monthly recurring voice bundle is activated, and there is already a monthly recurring voice bundle active on the line, the new activation will spend until month end and replace the old bundle. 
  11. A recurring voice bundle can be activated or de-activated at any time. 
  12. A customer can purchase as many Once-Off voice bundles as they would like.
  13. Only one monthly recurring voice bundle can be active on a line at any given time. 
  14. In the instance of a migration to another price plan, the voice bundle will remain active when migrating to/from or between a contract or top up/Flexi price plan. If the migration happens from a contract or top up/Flexi price plan to a prepaid price plan, the bundle will be forfeited at the time of migration. 
  15. Where multiple voice bundles are purchased, the order of consumption will be Last in First Out, within the month of purchase. At the start of a new month, if there is a monthly recurring voice bundle active, the new monthly recurring bundle will take precedence in the order of consumption i.e. Last In First Out the monthly recurring bundle will be utilised first, and then any other available Once-Off bundle portions. 
  16. Usage SMS messages will be sent to the customer at thresholds of 70% usage, 90% usage and 100% usage. At the time of either expiry, or depletion of a voice bundle; all further calls will be charged for at the applicable Out of Bundle rate per minute/second of the prevailing price plan type.
  17. Recurring Unlimited voice bundles Fair Usage Policy
  • Vodacom will implement a Fair Usage Policy on the recurring Unlimited voice bundles and will be monitored in real-time.
  • Vodacom will closely observe instances of potentially irregular consumer usage and conduct, and retains the authority to, at its own complete discretion, discontinue or temporarily halt a customer's access to the unlimited voice services in the event of unacceptable utilization, which may encompass, but is not restricted to:
  • Using the service for corporate, business, or commercial use, like
  • Sim boxing or Sim Farming.
  • Least cost routing (LCR)
  • Call centre usage
  • Pay phone usage
  • Bulk calling services
  • Server hosting
  • Any user which causes reputational damage to Vodacom or any third party or brings Vodacom’s brand into disrepute
  • Any use which amounts to a breach of any other agreement Vodacom may have entered into
  • Any use which intentionally interferes with Vodacom’s rights or the rights of third parties
  • Any use which degrades Vodacom's network quality or places unreasonable constraint on the Vodacom Network
  • Any use which intentionally interferes with Vodacom’s ability to provide services
  • Any criminal, illegal, unlawful, or fraudulent act
  • A customer will be notified when Vodacom has detected usage behaviour in contravention of this Fair Use Policy and failure to comply will result in termination of services
  • Vodacom Fair Usage Policy for Unlimited voice services is 15 000 min’s
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Voice Bundles Terms and Conditions
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Night Shift Terms and Conditions

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Night Shift

Terms and Conditions

Vodacom Night Shift rewards Prepaid and Top Up customers for recharging by a minimum of R12 by allocating a free Night Shift bundle.

Night Shift Recharge Allocation: 

  1. The recharge allocation is only available to qualifying Prepaid and Top Up customers.
  2. Prepaid LTE, Daily Free Calls and Prepaid 79c customers are excluded from the Night Shift recharge, and will not receive the allocation on recharges of R12 or more. Customers with an active allocation who migrate to Daily Free Calls will forfeit their Night Shift allocation.
  3. Night Shift Recharge allocation is not available to Postpaid, Community Service and CST Management SIMs. 
  4. Prepaid and Top Up customers are required to recharge with R12 or more (on a single recharge) and will receive 7 days of FREE calls from 12am till 5am daily.
  5. The allocation only applies to "on-net" voice calls (Vodacom to Vodacom) made from 00h00 to 05h00, (including qualifying "CallBack" calls). 
  6. Qualifying customers will be limited to 60 minutes of Night Shift calls daily.
  7. Customers who qualify for the Night Shift allocation through a recharge (recharge of R12 or more) will only receive one (1) free Night Shift allocation subscription regardless of the number of subsequent qualifying recharges within that 7-day Night Shift period and will only receive one (1) refund per 7-day period. 
  8. Calls going between the Time Windows will be applicably charged for. 
  9. Recharges via airtime transfer will not activate the Night Shift allocation.
  10. The Night Shift allocation will over-ride the Vodacom4Less discounts for qualifying customers.
  11. 4U customers who are on the Airtime Discount Loyalty tariff plan (through Talking Points) will also be eligible to participate.
  12. "Call sponsored" calls will not be zero-rated at and will be charged at the Prepaid and Top Up customers' tariff plan as per the existing Call Sponsor rules. 
  13. Customers who qualify for Night Shift will receive a SMS confirming their participation upon their qualifying recharge.
  14. The following recharges are included in the offering: 
    • All physical & Electronic recharges more than R12
    • All Flexi recharges more than R12
    • All Instant Top Up recharges more than R12
  15. The following recharges/ vouchers are excluded from the Night Shift Recharge allocation: 
    • Big Bonus Voucher
    • Prepaid Passport Voucher
    • R120 Incomer Voucher
    • R49 SMS voucher
    • R5 and R10 voucher
    • All Airtime transfer transactions
    • All flexi's lower than R12
    • SMS and Data bundle purchases
    • Blackberry, MEEP and HSDPA purchases
    • Rewards Company recharges
    • Any Vodacom Add Money corrections, etc.
    • Recharge Type FX (manual fixes)
    • SIGI recharges
    • SIGI Management Recharges
    • Starter Pack pre-loaded airtime
    • Top Up subscription credit
    • Emagine recharges/refunds
  16. The following call types will not be free in the Night Shift period 
    • Roaming Calls
    • International calls
    • Premium rated calls
    • Video Calls
    • Through Connect
    • Reverse Charge
    • SMS, MMS, Data
    • SVS
    • General Service calls
    • VAS calls
    • Directory Enquiry calls
    • Reconnect
    • Message forwarding
    • Fax Out dial
  17. Customers will only receive one 7-day Night Shift access in a 7 day period irrespective of the number of recharges performed within that period. For example: If you recharge with R12 on Monday you will receive 7 days FREE Night Shift. Should you recharge again on Wednesday in the same week you will not get another 7 days of Night Shift - you will need to recharge on day 8 to qualify again.
  18. The duration of the allocation may be extended or curtailed at the discretion of Vodacom.

Night Shift Subscription Service

  1. The Night Shift Subscription service is only available to qualifying Prepaid and Top Up customers.
  2. The Night Shift Subscription service is not available to customers on the Prepaid LTE and 79c prepaid price plans.
  3. The Night Shift Subscription service is not available to Postpaid, Community Service and CST Management SIM's;
  4. The 7-day service will run for 7 days from the date of activation, and the 30-day service will run for 30 days from the date of activation.
  5. You will have 60 minutes, daily, to make FREE on-net calls from 12am - 5am (Video calls are excluded from the offering).
  6. Calls outside the Night Shift time window (12am to 5am) will be charged at your applicable tariff plan rates.
  7. When your 60 FREE minutes have been used, all calls made during the Night Shift period will be charged at your applicable tariff plan.
  8. Conference calls will be included in the Night Shift subscription service and the initiator of the call will be charged from his/her Night Shift bundle. 
  9. "Call sponsored" calls will not be zero-rated and will be charged at the applicable Prepaid and Top Up customers' tariff plan rates as per the existing Call Sponsor rules.
  10. The following call types will not be free in the Night Shift period: 
    • International roaming
    • Premium rated calls
    • Video Calls 
    • Through Connect
    • Reverse Charge
    • SMS, MMS, Data 
    • SVS calls
    • General Service calls
    • VAS calls
    • Directory Enquiry calls
    • Reconnect
    • Message forwarding
    • Fax Out dial 
    • All balances will be available via existing balance enquiry:
      • *135#,  includes Summary, Detailed and Promotional balance checks

General

  1. Vodacom reserves the right to suspend the Service in the event of suspected abuse or fraudulent usage, outside of what is considered reasonable for private, non-commercial use.
  2. Vodacom reserves the right to limit the Service in regions or areas where there is limited network capacity (high congestion) in order to maintain consistent quality of service. 
  3. Vodacom reserves the right to alter or terminate the Service in order to prevent a catastrophic impact on the network. 
  4. While Vodacom will use its reasonable endeavours to provide the Service, it does not commit to the uninterrupted supply of the Service, due to potential capacity limitations on the network. 
  5. Vodacom reserves the right to suspend, cancel or convert the Service with reasonable notice. 
  6. Vodacom reserves the right to change and/ or expand on these terms and conditions and will provide reasonable notice of any material changes prior to such change as and when the circumstances permit.
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Night Shift Terms and Conditions
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Power Pack Terms and Conditions

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Power Pack

Terms and Conditions

Bundles

  1. To access the bundles, you can dial *135# from your Power Pack sim and follow "Buy Power Bundles".
  2. Night Owl data used between midnight and 5am.
  3. Power Bundles including voice minutes are for Vodacom-to-Vodacom calls.
  4. Recurring bundles can be opted out by dialling *135*35# and following the prompts to opt out.
  5. The recurring bundle subscription will continue to attempt renewal every day after their expiry date until you opt out.
  6. You can have multiple recurring subscriptions running simultaneously.

Free Funeral Cover 

  1. Upon every purchase of R59 or more bundle you will qualify for free funeral cover to the value of R5000 for yourself.
  2. Dial *135*831# on your Power Pack sim and follow the steps to register and add a beneficiary.
  3. Once you have registered your cover will start on the 1st of the new month.
  4. You will need to be buying a minimum R50 Power Bundle to retain your cover. There is a grace period of 30 days should you miss a bundle purchase.
  5. You will be notified via SMS should your cover be terminated.
  6. You must have a valid South African Identity Document and must be between 18 and 60 to be eligible for cover.
  7. We will not pay out if your death is a result of suicide, deliberate involvement in an illegal act, riot, civil commotion, terrorist attack, or war.
  8. The Vodacom Funeral Cover will pay out into your estate unless you provide us with details of your beneficiary. You can update your beneficiary details by dialling *135*831#. 
  9. You can review your benefit by dialling *135*831#. 
  10. If you have any questions on this Vodacom Funeral Cover, call us on 082 178 00. 

General

  1. This price plan is only available to Prepaid sims excluding Community Service and CST Management SIMS.
  2. WhatsApp bundles exclude video calling and voice calling.
  3. All prepaid numbers porting into Vodacom, regardless of type of starter pack will automatically be ported onto the Power Pack tariff.
  4. Calls will be unitized per second (1/1).

  5. The out of bundle rates for this price plan are as follows:  

      Peak (7am - 8pm)Off-Peak (8pm - 7am)SMSData (out of bundle rate)
     UnitisationVC to VCVC to other networksVC to VCVC to other networksPeakOff PeakInternational 
    Price Plan1/1 (per second)R1.65R1.65R1.65R1.65R0.52 R0.52R1.74R0.29
  6. The following call types will not qualify for R1.65c call rate Specified rate for each call type below applies:  
  • Roaming calls
  • Premium rated calls
  • SVS calls
  • International calls
  • VAS calls
  • Fax Out Dial
  • All balances will be available via existing balance enquiry:
  • *135#, includes Summary, Detailed and Promotional balance checks

Incoming SMS and First Incoming Call Restriction:

  1. Upon activation, all incoming SMSs and incoming calls, except for incoming Vodacom network communication, will be disabled until the customer recharges their account with a minimum of R10 airtime or equivalent direct bundle purchase. This restriction applies to all new activating customers from the date of launch.
  2. Recharging with an amount less than R10 (airtime or direct bundle purchase) will result in the continued barring of incoming SMS and incoming call services until the balance reaches or exceeds R10.
  3. Customers must understand and agree that incoming SMS reception and incoming calls will only be activated once the recharge amount meets or exceeds R10 (airtime or bundles). This requirement is once off for new customers.
  4. The customer’s balance will accumulate towards the R10 requirement. This means that if a customer makes multiple purchases less than R10, the total amount will count towards lifting the barring on incoming SMS and incoming call services.

Termination/Limitation of Services

  1. Vodacom reserves the right to suspend the Service in the event of suspected abuse or fraudulent usage, outside of what is considered reasonable for private, non-commercial use.
  2. Vodacom reserves the right to limit the Service in regions or areas where there is limited network capacity (high congestion) in order to maintain consistent quality of service. 
  3. Vodacom reserves the right to alter or terminate the Service in order to prevent catastrophic impact on the network. 
  4. While Vodacom will use its reasonable endeavours to provide the Service, it does not commit to the uninterrupted supply of the Service, due to potential capacity limitations on the network. 
  5. Vodacom reserves the right to suspend, cancel or convert the Service with reasonable notice. 
  6. Vodacom reserves the right to change and/ or expand on these terms and conditions and will provide reasonable notice of any material changes prior to such change as and when the circumstances permit. 

100% Bonus Airtime on Power Pack Promotion T&Cs

What is it

  • Vodacom 100% Bonus Airtime is an offer that allows prepaid customers on the Power Pack price plan to get a100% airtime back every time the customer recharges. For e.g., when a customer purchases R29 worth of airtime, the customer will receive R29 recharge value back as a bonus valid until midnight the same day. 

Valid for

  • This promotion is available from the 05 March 2024 until the 30 November 2024

Who can buy

  • The 100% Bonus Airtime promotion is available to all Prepaid customers on the Power Pack price plan.

General

  • Customers will receive 100% of their recharge value back in Bonus Airtime.
  • Bonus Airtime is valid till midnight the same day of recharge.
  • Bonus Airtime will be subject to the following depletion rates:
  • Local Any Network Any Time voice: R3.00 per minute (billed per second). 
  • Data (non-roaming): R3.00 per MB
  • Local ANAT SMS: R1.00 per SMS
  • "Call sponsored" will be billed at Power Pack out of bundle rate and will not deplete from the Bonus Airtime.
  • No Bonus Airtime will be earned for Big Bonus voucher and the Passport voucher.

What is excluded

  • The following call types cannot deplete from the Bonus airtime:
    • Roaming calls
    • International calls
    • Premium rated calls & SMSs
    • VAS calls
    • Fax outdial
    • Call Sponsor
    • Video calls (off-net and on-net)
    • Conference calls
    • Directory enquiry calls
    • Call forwarding
    • Billed USSD
  • Bonus Airtime cannot be used to purchase any Value Added Services (VASs). This includes the following:
    • Once-off and recurring data/SMS/MMS/voice bundles
    • WASP/Content and premium rated services
    • BIS/BES
    • Promotional bundles
    • Airtime Transfer
    • The allocation of promotional airtime cannot be used to repay Airtime Advance debt (including R1 service fee)
Page Title
Power Pack Terms and Conditions
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Terms and Conditions
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Contract Cover Terms And Conditions

CBU

Vodacom Contract Cover and Contract Cover Plus

Terms and Conditions

These are the terms and conditions of your Vodacom Contract Cover or Contract Cover Plus Policy. It is important that you read and keep this document in a safe place. The insurer is Vodacom Life Assurance Company (RF) Limited, a licensed life insurance company.

On receipt of the cover activation SMS, please ensure that you review the terms and conditions in detail as well as the information you provided to us. Contact us immediately if you find any inaccuracies or require us to clarify anything for you.

To be eligible for cover under the policy, you must meet the following conditions at the start date:

  1. You must be at least 18 years old.
  2. You must have a contract (Cellphone or Fibre) with Vodacom (Pty) Ltd.
  3. The insurance cover is optional, and you must agree to the terms and conditions of the policy.

By accepting these terms and conditions, you are acknowledging that:

  1. You have accepted the cover and that you understand all the features, benefits, limitations and costs associated with the Vodacom Contract Cover or Contract Cover Plus.
  2. You give Vodacom Life Assurance Company permission to add a monthly premium of R9,99 for Contract Cover Plus or R6,99 for Contract Cover to your Vodacom contract bill.
  3. You have considered and found this specific product to be applicable to your current financial needs, objectives, and circumstances.  

SECTION A – POLICY BENEFITS

What we will pay for

Depending on your choice of cover, the following benefits will apply:  

Contract Cover Plus

  1. If you should die during the period of insurance, we will pay a lump sum benefit equal to all the subscription fees and device financing costs in respect of the outstanding term of your Vodacom contract. This benefit will be paid to Vodacom (Pty) Ltd in order to fulfil your contractual obligation to Vodacom (Pty) Ltd.
  2. An amount of R5,000 will also be paid to your estate .
  3. The rights under this policy are limited to your Vodacom contract. This policy cannot be used to protect any person other than you.

Contract Cover

  1. If you should die during the period of insurance, we will pay a lump sum benefit equal to all the subscription fees and device financing costs in respect of the outstanding term of your Vodacom contract. This benefit will be paid to Vodacom (Pty) Ltd in order to fulfil your estate’s contractual obligation to Vodacom (Pty) Ltd..
  2. The rights under this policy are limited to your Vodacom contract. This policy cannot be used to protect any person other than you.

What we do not pay for

This policy is limited to Death claims only and does NOT provide cover for disability or retrenchment.  We will also not pay any benefit if your death arises directly or indirectly from any of the following:

  1. Wilful and material breaking of any law by the life assured;
  2. Participation in war and/or acts of war, whether declared or not;
  3. Participation in civil commotion, insurrection, riot, usurpation of power, terrorism or acts of terrorism;
  4. Radioactivity and nuclear explosions;
  5. Fraud, misrepresentation or failure to disclose information.

SECTION B - CLAIMS

In the event of your death, your Executor can email us at [email protected] to lodge a claim. The death notification must be accompanied with visibly clear copies of the following documents and certification must not be older than 3 months:

  1. Vodacom Contract Cover Claims Form
  2. Certified copy of death certificate of the deceased (with home affairs stamp)
  3. Certified copy of ID of the deceased, if a smart ID we require the back and front
  4. Certified ID copy of the Claimant/Executor, if a smart ID we require the back and front
  5. Estate Late bank confirmation letter not older than 3 months
  6. Letter of Executorship/Letter of Authority (stamped by the high court)

The Vodacom Legal team will submit a claim on your behalf (the account holder) directly to Vodacom Life Assurance Company after validating that you have passed on. Vodacom (Pty) Ltd will settle and close the account upon receipt of claims approval from Vodacom Life Assurance Company. If you chose Contract Cover Plus, an amount of R5,000 will also be paid to your to your estate.

Claim notification period

Your Executor must submit the claim as soon as reasonably possible up to a maximum of 180 (one hundred and eighty) days from the date of the event giving rise to the claim.

SECTION C - WHEN THE COVER ENDS

Your insurance cover will end, and no further benefit will be payable as soon as one of the following happens:

  1. A benefit is paid in respect of your death;
  2. If you cancel your Contract Cover Policy
  3. The date your device contract ends with Vodacom (Pty) Ltd.

Please note that when your insurance cover under this policy ends it will not have a cash value.

SECTION D – CESSION

You do hereby under this policy and in terms of this cession, cede, assign and transfer all your rights, title and interest in and to this Policy, to and in favour of Vodacom (Pty) Ltd as collateral security for the outstanding term of your device contract.

SECTION E - GENERAL CONDITIONS

Cancellation of cover 

You can cancel your policy at any time after receipt of your cover activation SMS. The policy has a cooling off period of 30 days. You will receive a refund of any premiums already paid unless the insurer has already been notified of a claim.

General

After this initial 30 days cooling off period this policy may be cancelled by calling 082135, on the My Vodacom App or going to a Vodacom Shop. If you cancel your policy after the cooling off period, the premiums paid will not be refunded to you as you would have had the benefit of cover. The agreement will come to an end immediately and no cover will be provided after that date. We have the right to cancel your policy either in writing or telephonically subject to 30 (thirty) days’ notice.

Premium payments

If Vodacom Life Assurance Company does not receive the premium payment on the due date, you will not have cover for the period for which you did not pay. Vodacom Life Assurance Company will allow at least a 30-day period of grace for the payment of premiums.

  1. The 30-day period of grace applies from the date the premium was due. If Vodacom does not receive the premium payments for 2 months in a row, the policy will be cancelled automatically.
  2. For an account in arrears but within a grace period and where Vodacom (Pty) Ltd has not cancelled the contract (i.e. in good standing), Vodacom Life Assurance Company will honour the claim in full.
  3. Insurance cover is automatically suspended if the Sim card is barred or disconnected by Vodacom (Pty) Ltd.

Age limitation

You can apply for cover from the date of your 18th birthday.

Fraudulent Claims

If any claim under your policy involves fraud, misrepresentation or false information, the agreement may be cancelled. In this case, no pay-outs will be made, and no monthly payments will be refunded.

Change of Details

It is your responsibility to inform us immediately in writing of any changes to the original details supplied on your application for this policy.

Changes to Your Policy

We have the right to change the terms and conditions, the premium rate, or cancel your policy. If we do, you will be advised in writing at least 31 days before the change or cancellation takes effect.

SECTION G - COMPLAINTS & COMPLIANCE 

Complaints & Queries

We appreciate you as a client, so if at any point you are unhappy with any aspect of our service or the benefit offering, please give us a chance to resolve the matter by calling us on 082 135.

Disputed Claims

Should your beneficiary wish to dispute the claim decision, they have to do so within 180 days of receiving a formal communication about the outcome of the claim. They must submit the reasons for the dispute in writing for it to be re-assessed. If they would like to institute legal proceedings, it must be done within 180 days of receiving a formal communication of the claim outcome.

Should you be dissatisfied with the outcome, you have the right to contact National Financial Ombudsman (NFO):

NFO Johannesburg

10 Oxford Road, Houghton Estate, Johannesburg, Gauteng, 2198

NFO Cape Town

6th Floor, Claremont Central Building,6 Vineyard Road, Claremont, Cape Town, 7700

For complaints about our services, you can contact the FAIS Ombudsman:

  • Write to: Office of the FAIS Ombud, PO BOX 74571, Lynwood Ridge, 0040
  • Email: [email protected]
  • Call: 0860 324 766

Confidentiality and sharing of information

It is important to note that when you engage with us, you acknowledge that we require your personal information, as defined in the Protection of Personal Information Act No 4 of 2013 (PoPIA) and other related regulations and need to process such personal information to provide products or services to you for purposes including to confirm, update and enhance our records, to confirm your identity and additional purposes as detailed in our Privacy Notice.  

By taking out this policy, you hereby authorise Vodacom Life Assurance Company (RF) Ltd to obtain personal information from you, and when required, to share it with our third-party service providers for the purposes of providing the services and benefits to which this Policy relates. Your personal information will be stored, processed, and used only by our service providers to the extent that is necessary to provide the contracted services.  

Please refer to our Vodacom Life Assurance Company (RF) Ltd: Privacy Notice on https://www.vodacom.co.za/vodacom/terms/privacy-policy/life-assurance-company   for a description of how we collect, use, share and protect your personal information when you use our products and services and our website.

Page Description
Vodacom Contract Cover or Contract Cover Plus Policy. It is important that you read and keep this document in a safe place. The insurer is Vodacom Life Assurance Company (RF) Limited, a licensed life insurance company.
Page Title
Contract Cover - Terms and Conditions | Vodacom
Keywords
terms, conditions, insurance, contract, cover
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Page Category
Terms and Conditions
Page URL
/vodacom/terms/contract-cover-terms-and-conditions
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