Terms of service

PrimeFibre Terms of Service

Last Updated: 25 March 2026

1. Business Information & Contact Details

To ensure transparency and trust, PrimeFibre provides the following official contact information:

  • Legal Entity: PrimeFibre
  • Physical Address: 51 Aerodrome Road, Strand, Cape Town, Western Cape, 7140, South Africa
  • Business Email: info@primefibre.co.za
  • Support & WhatsApp: 068 292 5500
  • Customer Service Hours: Monday – Friday: 08:00 – 17:00; Technical Support: 09:00 – 18:00 (7 days a week).

2. Definitions

  • "Agreement" refers to these Terms and Conditions, the Acceptable Use Policy (AUP), and the Fair Use Policy (FUP).
  • "Acceptance Date" is the date the customer clicks "I Agree" or submits an order.
  • "Activation Date" is the date PrimeFibre gives the customer access to the services.
  • "CPE" (Customer Premises Equipment) refers to the router and any other hardware used to access the service.
  • "FNO" (Fibre Network Operator) refers to the infrastructure provider (e.g., OpenServe, Frogfoot).

3. Duration and Termination

  • Indefinite Period: All services operate on a month-to-month basis unless a fixed-term contract is explicitly signed.
  • Cancellation Notice: Customers must provide one calendar month’s written notice for cancellation. This notice must be emailed to info@primefibre.co.za.
  • Relocation: Relocation is subject to feasibility at the new address. If a customer moves within a contract term, they may be liable for new installation costs or a contract buyout.

4. Service Delivery and Availability

  • "Best Effort" Basis: Services are provided "as is" and "as available." PrimeFibre does not guarantee uninterrupted service or specific speeds at all times, as performance depends on third-party networks (FNOs).
  • FNO Dependency: PrimeFibre relies on the infrastructure of FNOs. Maintenance or outages on the FNO network are beyond PrimeFibre’s direct control.
  • Site Surveys: All fibre orders are subject to a physical or desktop site survey to confirm coverage. If coverage is unavailable, any installation fees paid will be fully refunded.

5. Acceptable Use Policy (AUP) and Fair Use Policy (FUP)

Customers agree to use the service for lawful purposes only. Prohibited activities include:

  • Illegal Conduct: Distribution of child pornography, hate speech, or copyrighted material without permission.
  • Security Threats: Hacking, spamming, "mail-bombing," or introducing malicious code into any network.
  • FUP Restrictions: While many plans are "uncapped," PrimeFibre reserves the right to manage network congestion. Excessive usage (e.g., exceeding 1088GB on specific OpenServe plans) may result in rate-limiting or shaping during peak hours.

6. Payment and Billing

  • Advance Billing: All services are billed one month in advance.
  • Pro-rata Charges: New activations will be billed pro-rata for the remaining days of the first month.
  • Debit Order Mandate: By agreeing to these terms, the customer authorizes PrimeFibre to draw funds from their nominated bank account via debit order (e.g., Netcash/DebiCheck).
  • Late Payment: Failure to pay on the due date will result in immediate suspension. A reactivation fee (typically R79.99 to R150) will apply to restore services.

7. Equipment and Hardware

  • Ownership: The CPE (router) remains the property of PrimeFibre or the FNO unless fully paid for by the customer. It must be returned in good working order upon termination.
  • Liability: The customer is liable for any damage, loss, or theft of equipment once installed at their premises.
  • Configuration: PrimeFibre provides a pre-configured router. Unauthorized firmware modifications or "cracking" is strictly prohibited.

8. Privacy (POPIA) and RICA Compliance

  • RICA: In accordance with South African law, all SIM-based services require valid identification and proof of residence before activation.
  • Data Protection: PrimeFibre processes personal information strictly for service delivery and billing in compliance with the Protection of Personal Information Act (POPIA). We will not sell your data to third parties.

9. Limitation of Liability and Indemnity

  • No Consequential Loss: PrimeFibre shall not be liable for any indirect, special, or consequential damages, including loss of profit, loss of data, or "loss of earnings" due to service downtime.
  • Third-Party Content: PrimeFibre is a conduit for information and is not responsible for the content accessed by the user on the internet.
  • Indemnity: The customer indemnifies PrimeFibre against all claims resulting from their misuse of the service or breach of this agreement [17.1, 275, 353].

10. Complaints and Dispute Resolution

  • Internal Process: Customers must first lodge a formal complaint with PrimeFibre by emailing info@primefibre.co.za. We commit to acknowledging complaints within 3 working days and providing a resolution path within 14 days.
  • Escalation: If a dispute remains unresolved, the customer has the right to refer the matter to the Independent Communications Authority of South Africa (ICASA) or the Internet Service Providers’ Association (ISPA).

By utilizing PrimeFibre’s services, you acknowledge that you have read, understood, and agree to be bound by these terms..