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Vodacom Value Added Products

Terms and Conditions:

These are the terms and conditions for your Value Added Product(s). It is important that you read and keep this document in a safe place. This value added product is brought to you by Vodacom Insurance Company (RF) Limited (“Vodacom”) in conjunction with Digicall South Africa (Pty) Ltd, who will be administering the benefits and services for your value added product(s).

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

1.    You have accepted the option to activate the value add product(s) and that you understand all the features, benefits, limitations and costs associated with the value added products you have selected.

2.    You give Vodacom permission to add a monthly fee to your Vodacom contract bill. 

3.    All value added products are optional and you have agreed to the terms and conditions exceptions and limits stated in this document.

Cancellation

You can your cancel your value added product(s) by calling 08217800 and selecting option three (3) for value added products.

How to Claim

To claim for any of the benefits or services listed under your value added product(s), please contact our helpline on 082 17 800 and select option 3 for value added products.

 Queries and complaints regarding any of our value added products may also be submitted to us via our helpline on 082 17 800

General

1.       Vodacom reserves the right to suspend any of its value added products and its benefits in its sole and absolute discretion, including when any fraudulent activity is suspected, and if the outcome of an investigation proves that fraudulent activity did occur, Vodacom shall be entitled to terminate the products and/or benefits.

2.       Vodacom may amend, modify or otherwise change these terms and conditions or the monthly service fees payable in its sole and absolute discretion subject to 30 days written notice to you. By continuing to use any of the value added products, you agree and understand that you will be bound by the amended terms and conditions. You agree and understand that it shall be your responsibility to keep up to date with these terms at all relevant times.

3.       Vodacom has the right to withdraw, or shorten the duration of any of its value added products in its sole and absolute discretion and will notify customers if it chooses to do so. Customers will not have a claim against Vodacom in this event.

Terms of Use for the Value Added Products

1.       Vodacom provides the value added products to Vodacom customers in conjunction with Digicall South Africa (Pty) Ltd and its duly authorised partners and/or third-party service providers and, subject to these terms and clause 3 in particular, shall make the full benefits of the value added products available to you once you have signed up /registered for or have agreed to activate the value added products. By using any of the value added products you are deemed to have accepted these terms and conditions and agreed to abide by them.

2.       The value added products are available as a recurring service to Vodacom contract customers only.

3.       The value added products will be charged on the contract customers’ Vodacom monthly bill.

4.       By signing up for any of our value added products you give us your informed and explicit consent and authorize us to process your personal information, locate your mobile phone device and share your location and personal information with our duly authorised partners and/or third party service providers to enable us to provide the valued added service to you. All your relevant personal information will be processed in accordance with our information security processes and information processing policy according to the POPI Act.

5.       By signing up and/or activating any of our value added products, you acknowledge and agree to be bound by the following conditions of use:   

5.1.    You must ensure and you acknowledge that it is your responsibility that your account with Vodacom is active, up to date with repayments and has a sufficient credit balance available to enable the monthly service fee for the value added product to be debited to your account. In the event that the debit of the monthly service fee to your account is unsuccessful we may suspend, limit and/or cancel your use of, subscription and/or access to the value added product. Vodacom (hereinafter “we”, “us”, “our” and/or “ourselves”) are hereby absolved of any liability in this regard;

5.2.    You hereby give your informed and explicit consent for your account with Vodacom to be debited with the monthly subscription fee for provision of the value added product.

6.       Vodacom shall not in any way or form be held liable for unavailability of the value added service due to non-payment of the monthly service fee by yourself.

7.       The value added products may not be used for any purpose other than for your personal non-commercial purposes. The product may not be used in a manner that would bring our business into disrepute. Furthermore, our value added products may not be used for unlawful purposes or in a manner which infringes our rights or the rights of any other person.

8.       We shall be entitled to terminate these terms and conditions immediately if you commit any material breach of any term of these terms and conditions. No waiver by us of any breach of a provision of these terms and conditions by you shall be considered as a waiver of any subsequent breach of the same or any other provision.

9.       The territory in which any of our value added products shall be available to you is limited to the area within the borders of the Republic of South Africa (“territory”) unless stated to the contrary herein.

Vodacom Value Added Products Breakdown

ROADSIDE ASSISTANCE

Services

 We will provide immediate access to a team of dedicated case managers, together with a national complement of accredited assistance service providers who will assist with roadside emergencies. This is only applicable when the service is requested through us. 

The Services Include:

Flat Battery: We will arrange to have the vehicle jump started. This service is offered whether the vehicle breaks down at home or on the road. Vehicles under warranty will be towed to the nearest franchise dealer.

Keys locked in Vehicle: We will arrange for a locksmith to open the vehicle and retrieve the car keys. If the locksmith cannot resolve the problem at the scene, additional costs of towing or repairs are not covered.

Flat Tyre: We will arrange to have the tyre changed using the spare tyre. In the event that there is no spare tyre, a tow truck can be arranged for client’s account. These services are offered whether the vehicle breaks down at home or on the road.

Run out of fuel: We will arrange for fuel to be delivered to the client. We will supply up to 10 litres of fuel. This is limited to 1 incident per annum. Additional fuel can be arranged at client’s cost.

Mechanical and Electrical Breakdown: The service provider will tow a vehicle to the nearest franchised dealer (if under warranty) or to the nearest repairer. These services are offered whether your vehicle breaks down at home or on the road.

Storage: We will arrange at the clients cost for the safe storage of the vehicle overnight or weekend where necessary. On the next working day, the vehicle will be relocated to the nearest approved dealer or repairer. Only the first tow covered. Additional tows are for the client’s account.

Transmission of Urgent Messages: We will relay messages of delay or changed arrangements to a nominated family member, employee or business colleague at your client’s request.

The roadside assistance benefits are limited to the specified vehicle and driver whose details are captured at date of sale.

The benefits listed under Roadside Assistance are limited to a single incident per annum per benefit type i.e. one jump start, one Tyre change per annum.

Please Note: Parts and repairs are not included.

VODACOM HOME ASSISTANCE

Services

Home Assistance programme provides assistance to you when you are involved in a

Home Emergency. A Home Emergency means any sudden, unexpected and/or unforeseen event at your home requiring the immediate and/ or urgent services of a domestic tradesman to limit/ minimize or prevent further damage to the home.

This benefit is restricted to home emergencies and only applies to your eligible premises/primary place of permanent residence or eligible premises, within the Republic of South Africa and used for domestic purposes, including outbuildings. The eligible primary residence is captured at the date of sale.

Emergency Services Notification and Call-out: At your request our Assist Call Centre will relay a notification of emergencies to the Police, Traffic, Fire Brigade, Ambulance, Security or any other emergency service provider.

Mobile Notification Services:

·         As a member you will receive an SMS notifying you of the update on your active case. The below details will be sent to your mobile phone after lodging a case:

·         Name of Primary Case Manager

·         Reference Number (ease of calling in and enable anyone of the Assist Agents to intervene or provide further details to the caller member)

·         Once a Service Provider has been appointed, the responding Service Provider details will be sent along with the ETA

·         Any changes made to the case (new Service Provider, additional requests – breakdown, needs a tow etc.)

·         If there is a shift change, the details of your New Case Manager will also be sent

*Please note that each benefit will be managed on an individual basis and is highly dependent on traffic, weather and correct information received i.e. address or area of incident.

Services Rendered:

The Home Assistance programme shall entail the following emergency services to customers:

1.    Plumbers

2.    Glaziers

3.    Electricians

4.    Locksmiths

5.    Tree Felling

6.    Beekeepers

7.    Pest Controllers - Borer Beetle /Thatch Lice/ Dust Mites/ Cockroaches /Fleas Fish Moths/ Ants/ Ticks / Bedbugs/ Rodents - ONLY

Please note that the benefit excludes maintenance (Of any kind)

Plumbers:

Assistance shall be provided to customers in circumstances where they have requested access to the service where the emergency is any of the following:

·         Visible burst water connections and pipes

·         Blocked drains, toilets, baths and sinks, causing further damage to the home Emergency Geyser overflow, valves (Latco and pressure release) causing loss of hot water and pressure-release problems

Glaziers:

Glazier assistance is a 24-hour help line, offering assistance were a service provider is dispatched to ensure that damaged building glass can be professionally replaced

·         Broken or badly cracked window panes which could result in access to the residence

·         No materials are covered as this is for the clients account (the actual glass etc. is for the client’s account)

Electrician:

Assistance shall be provided to customers in circumstances where they have requested access to the service where the emergency is any of the following:

·         Distribution boards, circuits, main cables causing power failure

·         Earth-leakage relays causing power failure

·         Geyser connections, and elements, causing 100% power failure

·         Plug points causing 100% power failure

·         Light fittings or switches causing 100% power failure

·         Lightning strikes on wiring causing 100 % power failure

·         Multiple burnt connections on wiring or plug points causing 100% power failure

·         Connections to all electrical motors (e.g. electric gate motor) causing 100% power failure

Locksmiths:

·         If keys are broken off or lost for a main entrance or exit of the house (This includes outbuildings)

·         If a person is locked inside the house or any room within the house

Exclusions:

Burglary incidents (the member will be assisted, but is liable for the cost); and garages; Padlocks; Replacing of damaged locks (the member will be assisted at his / her own expense); Business premises (Business premises - Only applicable for Office Assistance)

Additional Benefits also included are:

·         Tree Fellers/ Bee Keepers and Pest Controllers - paid for up to the per incident limits only and only within day light hours

·         Should a break in occur, Security assistance and guarding services will be provided at the members request. This will be for the members own account

Estimated Service Times:

Urban Areas = average response time is 35 to 80 min (from time of dispatch – 40km to 100km) with the potential of extended response time on weekends only

 Rural Areas = average response time is 80 – 240 min (from time of dispatch – in excess of 100km)

VODACOM HOME DRIVE / TAKE ME HOME

Service:

The service includes automated SMS communication services, which will SMS the beneficiary on the afternoon of their booking so that, should they wish to change their collection detail. The driving team consists of a back-up driver and vehicle, and lead driver who will drive the beneficiary home in their own vehicle or if preferred, in the vehicle dispatched. The back-up driver will follow and collect the lead driver from the beneficiary’s house.

*This service is available subject to availability in peak periods (Digicall South Africa (Pty) Ltd to define peak period based on stats e.g. New Year’s Eve & Friday nights etc.) Service is limited to a 4-passenger vehicle including luggage suited to the vehicles maximum capacity* Passenger vehicles larger than a 4-passenger vehicle are excluded from this service offering.

Service Centres:

·         Johannesburg

·         Pretoria

·         Cape Town

·         George

·         Port Elizabeth

·         Durban East

·         London

·         Nelspruit

·         Bloemfontein

Number of incidents covered is dependent on the package agreed. The benefit includes Home Drive trips to a radius of 50km per incident. Any additional kilometres travelled will be charged at R11.00 per km. Should the beneficiary require additional trips, which are in excess of their annual trip entitlement, the call centre will facilitate the booking on a beneficiary to pay basis.

Additional passengers/ drop off:

Service is available to a valid beneficiary and limited to their specified vehicles only. Up to 4 additional passengers can be transported at no cost provided that the entire trip is no longer than 50km and takes no longer than 1 hour and are ALL transported to one/main booked address. An additional cost of R50.00 per additional /unplanned drop off will be charged. This arrangement needs to be discussed and authorised by our call centre to ensure efficient planning and upfront payment (warding off the potential threat to our drivers, when carrying cash).

Cancellation Fees:

·         2 hours prior to booked collection time – Rnil

·         1 hour prior to booked collection time – R160.00

·         Less than 1 hour – R320.00

  VODACOM HOME SECURITY ASSIST

Service:

In the event of a home invasion or a vehicle stuck in an unsafe area, Home Security Assist will send a guard to stay by your side until help arrives

Vodacom home security assist

In the event of a Home Invasion or a vehicle break down in the night in an unsafe area, Home Security Assist will assist to alleviate some of the trauma suffered by the victims. If your windows or doors are broken and you feel unsafe, Home Security Assist will send a professional guard to secure your home.

Activation

In the event of a home invasion contact our call centre or activate the emergency number that is pre -programmed on your phone. We will send a Guard to protect you and your property.

If your doors or windows are broken for any reason such as hail, storm or even a cricket ball, Home Security Assist will send a guard to protect your home.

Estimated Service Times:

Urban Areas = average response time is 35 to 80 min (from time of dispatch – 40km to 100km) with the potential of extended response time on weekends only

Rural Areas = average response time is 80 – 240 min (from time of dispatch – in excess of 100km)

Limits

The benefit is limited to 6 (Six) hours per incident. Thereafter the guard is available on a member to pay basis at R1050 per 12 hour shift.

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