Terms Of Service

1. Welcome to Linkatel!

1.1. We’re excited to have you! The provision of our Fibre to the Home (FTTH) and Fixed LTE Services and Products is subject to this entire Agreement. Please note, these are residential services designed for personal use and cannot be used for business connectivity.

2. What Our Words Mean

2.1. The definitions found in our General Terms and Conditions, and any others provided in this Agreement, apply here too.

3. Fibre Coverage & Installation

3.1.1. After you place your order, we’ll let you know within a reasonable time if a fibre line is ready at your property and give you an anticipated Customer Installation Completion Date (CICD). Our coverage maps come from the Fibre Network Operators (FNOs) and can sometimes be inaccurate; we’ll keep you posted.

3.1.2. If the planned CICD is more than 6 months away, you can cancel your order in writing before that date. If you do, we may charge you for any costs we've already incurred or committed to for your order, plus the cost of removing any installed equipment.

3.1.3. If you cancel the agreement as per our General Terms, you will be liable for the greater of:

• A R999 cancellation processing fee; or
• All setup/installation fees we paid to the FNO on your behalf (we’ll tell you the amount).

3.1.4. Our setup fee only covers standard trenching. If extra trenching is needed, the FNO will contact you directly with a quote.

3.1.5. Note: We are not responsible for the physical fibre installation—that’s the FNO’s job. We aren’t liable for any errors or omissions they make.

3.1.6. We must confirm FTTH coverage at your premises before installation. No coverage means we can’t provide the service.

3.1.7. If you already have a fibre line with another ISP, it’s your responsibility to cancel with them before we can activate your Linkatel service.

3.1.8. Terminate during your Initial Contract Period, and you’ll be liable for the full setup fee that was initially waived.

Paying Your Bill

3.2.1. You agree to pay for your services one month in advance, on the first working day of every month.

4. Getting Your Linkatel Router

4.1.1. To get your hardware on time, you must select your need for a router during signup. If you don’t, we cannot guarantee delivery and won’t issue credits for this omission.

4.1.2. You can use the router free of charge for the duration of your agreement, but Linkatel remains the owner at all times.

4.1.3. If you cancel during the Initial Period, you can either:

• Buy the router from us at its retail value at the time; or
• Return it to us in its original condition.

4.1.4. If you choose to return it, you have 10 days from when your service is deactivated. You cover the courier costs. Miss the deadline, and:

• We won’t accept the return, and you’ll be charged the router's retail value; and
• The router will no longer be insured by us.

4.1.5. If your agreement ends after the Initial Period, you must return the router in good condition. You’ll reimburse us for any damage.

4.1.6. When returning the router, make sure all cables and accessories are in the box. Missing items will be charged.

4.1.7. Need for Speed? If your line speed is upgraded to 100 Mbps or higher, you might need a better router. It’s your responsibility to let us know. Your upgrade options are:

• We arrange a courier swap for a R499 fee (including VAT)

Hardware Warranty

4.2.1. We provide quality hardware, but we’re realistic. Our warranty does not cover accidents, acts of nature, or load-shedding damage.

4.2.2. By accepting these terms, you agree:

• You are liable for the full replacement cost if the hardware is damaged by load-shedding or power issues.
• You must report any loss, damage, or theft to us immediately.
• You should take reasonable precautions, like adding the hardware to your insurance.

4.2.3. We are not liable for any defects in hardware you provide yourself.

5. Moving House? Let's Move Your Service

5.1. If you’re moving and want to take your fibre line, you must apply in writing by logging a ticket. Please note, this requires a cancellation at your old address and a new order at the new one.

5.2. We’ll ask the FNO to do a feasibility study and provide a cost for the move.

5.3. We’ll then tell you if it’s possible and how much it will cost.

5.4. If we can’t relocate the line, you must try to transfer the agreement to the new occupant. If you can’t, you remain liable for all charges until the agreement ends.

5.5. If we can relocate, you must confirm in writing if you accept the quote. If not, the quote lapses and your service continues at the original address.

5.6. To move your fibre service, you must terminate the old one and sign up for a relocation service.

5.7. If you cancel and re-order, bring your current router to the new house. The next tenant at your old place will need their own.

5.8. If you accept the relocation quote, we’ll proceed and notify you of the new activation date.

5.9. All other terms of your agreement, including your Initial Period, remain unchanged by the move.

6. Changing Your Plan (Upgrades & Downgrades)

6.1. Want to change your speed? That’s an upgrade or downgrade, not a cancellation.

6.2. A once-off fee applies for downgrades to a lower bandwidth, plus the new monthly fee.

6.3. Changes and new charges will take effect from the date the change is complete.

7. Equipment & Software

7.1. Unless you’ve paid for equipment in full, everything we install remains Linkatel property. You agree to:

• Take reasonable care of it.
• Not sell, lease, or transfer it.
• Not move it without our permission.
• Inform your landlord that the equipment is ours.
• Return it to us at your expense when the agreement ends

7.2. If the equipment is lost, stolen, damaged, or not returned, you agree to pay its reasonable value and any costs we incur recovering it.

8. Sweet Deals: Discounts & Promotions

8.1. Cancel within 12 months of activation, and you must pay back the value of any promotional offer you received.

8.2. We reserve the right to end, extend, or change promotions at any time with reasonable notice.

8.3. Unless stated, you can’t combine two or more promotions.

8.4. Promotions are for new orders only. Existing customers can’t cancel and reapply to get a promo.

8.5. We are not liable if you fail to input a promo code correctly during signup.

8.6. Free WiFi assessments and onsite support are at our sole discretion and only available in major metropolitan areas.

8.7. Refer a Friend: Earn credits for successful referrals! Your friend gets a credit, and you get an even bigger one once they’re connected and paid. Credits are for active customers, non-transferable, and not redeemable for cash. We reserve the right to change or end the program anytime.

8.8. Errors & Omissions Excepted (E&OE).

8.9. If you’re incorrectly billed a promotional discount, you must tell us immediately and reimburse us for any amounts due.

8.10. If 2 consecutive debit orders fail, we reserve the right to switch your payment method to "cash" and cancel your debit order.

Linkatel Fixed LTE Service Terms

1. The Linkatel Fixed LTE service is a powerful residential broadband solution that uses the LTE network to bring fast, reliable internet to your home.

• It’s a fixed, stand-alone product for customers within coverage areas.

• It runs on LTE only—no 3G or 2G fallback.

• You get a dynamic public IP address; fixed IPs are not available.

• It doesn’t support traditional voice calls, SMS, or USSD.

• It uses a private Linkatel APN which you may need to configure.

• Service is subject to coverage verification after you order.

• Your use is also governed by our:

• General Terms & Conditions
• Privacy Policy
• Acceptable Use Policy
• Any specific promotion terms

(All available at our legal page).

10. Fixed LTE Packages Explained

10.1. This is a capped data product. There is no out-of-bundle data usage—when you’re out, you’re out until your next cycle or until you top up.

10.2. Plans include "Anytime Data" and "Night Express Data" (usable from 00:00 – 04:59).

10.3. Your monthly data and any top-ups are valid for 30 days. You can carry over unused data once, giving it an extra 30-day lease on life.

10.4. Data is used in this order:

1. Night Express Data (during its specified hours)
2. Unused Top-up data
3. Rolled-over monthly data from last month
4. Your new monthly data allocation

11. Ordering & Activating Your Fixed LTE

11.1. Order online or through an authorised Linkatel representative.

11.2. All orders are subject to our acceptance, based on order accuracy, credit vetting, and payment.

11.3. We may check your creditworthiness with credit bureaus.

11.4. Your contract starts when your SIM is delivered.

11.5. You must comply with RICA by providing your ID and proof of address before we can activate the SIM.

11.6. Activation takes 2-24 hours after we get your RICA documents.

11.7. SIM cards are locked to approved devices and your registered location. They won’t work elsewhere or in unapproved devices.

11.8. Using the service means you accept all these terms.

12. Your Fixed LTE Contract

12.1. Your contract starts on the date of delivery.

12.2. SIM-only plans are month-to-month, cancellable by either party with 1 calendar month's notice.

12.3. If you rent a router from us, note the specific cancellation policy for it.

12.4. You have a 5-day cooling-off period from activation. You can cancel without penalty if you return all hardware and pay for the SIM, delivery, and activation costs.

13. Hardware, Installation & Connectivity

13.1. Your router options:

• BYO Router: Use your own approved device (SIM-only plan).
• Buy Outright: Purchase a router from us upfront (SIM-only plan).
• Rent from Us: Pay a monthly rental fee with an upfront setup fee.

13.2. If you rent, we own the router for the contract duration. The risk of loss, damage, or theft transfers to you upon delivery.

13.3. You are liable for the replacement value if a rented router is lost or stolen.

13.4. You must report theft/loss to the police immediately and ask us to suspend the SIM.

13.5. We only use ICASA and network-approved hardware.

13.6. Using your own device may result in limited support.

13.7. We make no warranties about customer-provided equipment.

13.8. Our equipment has a 12-month warranty against manufacturer defects, not user damage or liquid intrusion.

13.9. If our equipment is faulty, return it, and we will repair or replace it (possibly with a refurbished unit).

13.10. Faulty SIMs are replaced free within the first 12 months. We do not perform SIM-swaps.

13.11. You pay for repairs if the damage is user-induced.

14. Billing & Payments

14.1. Billing starts once your SIM is delivered.

14.2. We bill monthly subscriptions in advance.

14.3. If activated mid-cycle, you pay the full month and get the full data allocation.

14.4. Hardware and top-ups are billed in advance.

14.5. Payment is due within 2 business days of the invoice date.

14.6. If paying by debit order, the risk is on you until funds are in our account.

14.7. We charge a R95 (incl. VAT) fee for each late payment.

15. Service Suspension & Moving to Fibre

15.1. We can suspend your service and data if you don’t pay in full.

15.2. When suspended, you can only use any non-expired, carried-over data.

15.3. Reactivate by paying all outstanding amounts.

15.4. You cannot request suspension during a 24-month contract.

15.5. You can migrate to Linkatel Fibre, subject to FTTH terms and coverage.

15.6. Data caps don’t transfer between technologies. Migrating from Fixed LTE to FTTH means you forfeit any unused LTE data.

16. Changing Your Fixed LTE Plan

16.1. No fees for upgrades or downgrades!

16.2. Submit upgrade/downgrade requests in writing by the 16th of the month for the change to apply to the next billing cycle.

16.3. You keep any carried-over data when you change your plan.

17. Relocation & Cancellation

17.1. Moving within an LTE coverage area? You must notify us 30 days before moving. We’ll update your location lock. You can only do this up to 4 times a year.

17.2. Moving to an area without coverage? You must cancel your contract, which may incur charges.

17.3. Cancel anytime by giving us one calendar month's written notice via a support ticket.

17.4. We reserve the right to recover outstanding amounts, promotional value within the clawback period, and the value of lost or damaged equipment.

18. General Service Terms

18.1. Transfers: Your Fixed LTE plan is not transferable.

18.2. Service Quality: As a wireless service, we cannot guarantee uninterrupted service and are not liable for interruptions.

18.3. Your Responsibility: You are responsible for your use of the service. We are not liable for any loss or damage resulting from your use.

18.4. Abuse: We can suspend or terminate service if we suspect network abuse, fraud, or unreasonable usage that impacts other customers.

18.5. Support: Contact our centre on 087 470 0000.

18.6. Call-Out Fees: If a technician visit is due to a fault you caused, you will be charged a call-out fee.

18.7. We Can Change Things: We reserve the right to modify, suspend, or discontinue services with notice. We can also change service charges with notice.

18.8. Stay Updated: Check our website regularly for changes. Continued use means you accept the updated terms.

19. Limiting Our Liability

19.1. Our liability for direct loss is limited, excluding losses from:

• Failure to deliver on a specific date/time.
• Service suspension/cancellation not due to our negligence.
• Legal suspension of your service.
• Events beyond our control.
• Your use of our equipment.

19.2. Our maximum total liability to you will never exceed one month’s subscription fee.

20. Got a Complaint?

20.1. We have a procedure to handle your concerns.

20.2. Complain via email or our social media pages.

20.3. We’ll acknowledge within 48 hours with a reference number.

20.4. We investigate and provide feedback within 14 calendar days.

20.5. Not satisfied? You can escalate to:

• The Internet Service Provider’s Association (ISPA): queries@ispa.org.za

Router & Hardware Delivery

21. Delivery Fees

A delivery fee applies to all hardware orders, including "free-to-use" routers, SIM cards, or gifted items like mini UPS devices. This fee is payable on your first invoice and will be shown at checkout.

22. Upgrades & Router Swaps

Upgrading your service to a plan that needs a different router? A courier surcharge of R390 will apply. This covers collecting the old router (R195) and delivering the new one (R195).

23. Moving with a Linkatel Router

When you relocate, you must use your original Linkatel router for your migrated service. If your new service requires an upgraded router, courier collection and delivery fees will apply.

24. Deliveries to Outlying Areas

Deliveries to remote areas may be delayed by 24-72 hours, as couriers service these routes only 1-2 times per week.

25. Changed Your Address?

Delivery addresses cannot be changed on the same day as your scheduled delivery. In this case, your delivery will be rescheduled for the next business day.

Ready to experience the Linkatel difference? We're here to get you connected!