Effective Date: 26 July 2025
Last Updated: 23 July 2026
1.1 Hex Connect will provide internet access to the Customer at the agreed service address.
1.2 Service availability is subject to network coverage, technical feasibility, and equipment compatibility.
1.3 While Hex Connect aims to provide reliable service, uninterrupted or error-free connectivity cannot be guaranteed.
2.1 Installation will be carried out at a mutually agreed date and time.
2.2 The Customer shall provide safe and reasonable access to the installation premises.
2.3 Additional installation work or materials not included in the standard installation may be charged separately.
2.4 Standard installation starts from R1500.00 and includes the basic setup of Customer Premises Equipment (CPE) and a router.
2.5 A detailed installation quote will be provided before any work begins.
2.6 The first month's subscription is billed pro-rata and is payable with installation.
3.1 All equipment supplied by Hex Connect to provide internet services, including but not limited to radios, antennas, mounting brackets, power supplies, cables, routers (where applicable), and any other networking equipment, remains the sole property of Hex Connect unless otherwise agreed to in writing.
3.2 The Customer is responsible for taking reasonable care of the equipment while it is installed at the premises.
3.3 The Customer may not remove, relocate, tamper with, sell, pledge, or allow any third party to interfere with the equipment without prior written permission from Hex Connect.
3.4 Upon cancellation or termination of the service, the Customer shall allow Hex Connect reasonable access to recover its equipment. Failure to return or allow collection of the equipment may result in replacement costs being charged to the Customer.
4.1 The Customer agrees to use the service lawfully and in accordance with all applicable South African laws.
4.2 The Customer shall not use the service for illegal activities, network abuse, hacking, spam, or any activity that negatively affects other users.
4.3 The Customer is responsible for securing their own devices and Wi-Fi network.
4.4 The Customer shall notify Hex Connect of any service disruptions or changes to their contact or account information.
5.1 Monthly service fees are payable in advance.
5.2 Accounts not paid by the due date may result in suspension of services.
5.3 Reconnection fees may apply where services have been suspended due to non-payment.
5.4 Payment options include debit order and Bank EFT.
5.5 Debit orders are processed on the agreed date selected by the Customer during signup.
6.1 Planned maintenance may occasionally require temporary interruption of services.
6.2 Hex Connect will make every reasonable effort to restore services as quickly as possible following faults or outages.
6.3 Hex Connect shall not be liable for interruptions caused by power failures, severe weather, vandalism, upstream provider outages, or events beyond its reasonable control.
7.1 Customers should report faults to Hex Connect as soon as reasonably possible.
7.2 Hex Connect will investigate reported faults during normal support hours and respond within reasonable timeframes.
7.3 Normal support hours are Monday to Friday, 08:00 to 17:00. Emergency after-hours support is limited to network-wide outages.
7.4 On-site visits may incur call-out fees if the issue is customer-related.
8.1 Either party may terminate the service by providing the required notice period as specified in the Customer's service agreement.
8.2 Any outstanding amounts remain payable upon cancellation.
8.3 Hex Connect equipment must be returned or made available for collection upon termination.
8.4 Unless the Customer's service agreement states otherwise, all services are subject to a 12-month contract and 30 days' written notice is required to cancel a service.
8.5 Early termination within the 12-month contract period incurs a R1000.00 termination fee.
9.1 Hex Connect shall not be liable for indirect, incidental, or consequential damages arising from the use or inability to use the internet service.
9.2 The Customer acknowledges that internet services are provided on a best-effort basis and may occasionally be affected by circumstances beyond Hex Connect's control.
10.1 Uncapped packages are subject to the Fair Usage Policy.
10.2 If usage negatively impacts network performance, throttling or other reasonable limitations may be applied.
11.1 Personal information is collected and processed for service provision, billing, communication, and legal compliance.
11.2 Personal information is stored securely and will not be shared or sold without consent unless legally required.
11.3 Customers have the right to access, correct, or request deletion of their personal information, subject to applicable laws.
11.4 Hex Connect will notify affected Customers in the event of a data breach as required by applicable law.
11.5 By subscribing to the services, the Customer consents to receiving service updates and billing notices from Hex Connect. Promotional communications may be opted out of at any time by contacting Hex Connect.
12.1 These terms may be updated periodically.
12.2 Notice of material changes will be sent by email or published on Hex Connect's website.
12.3 Continued use of the service after the effective date of a change constitutes acceptance of the updated terms, subject to applicable law.