Fibre Internet Service Terms & Conditions

MHlophe Tech fibre internet services are provided over third-party fibre infrastructure networks and are subject to these terms in addition to the general Terms & Conditions and Acceptable Use Policy.

1. Service Description

• Fibre services provide high-speed broadband connectivity delivered via optical fibre infrastructure.
• Speeds advertised are “up to” rates and may vary based on network conditions and infrastructure limitations.
• Service performance depends on the underlying fibre network provider and last-mile connectivity.

2. Installation & Activation

• Installation is subject to fibre network availability at the customer’s physical address.
• Installation lead times may vary depending on the fibre network operator and civil work requirements.
• Additional installation costs (including trenching, ducting, or repairs) may be payable by the customer.
• Activation only occurs once installation and provisioning have been completed by the upstream provider.

3. Equipment

• A compatible fibre ONT (Optical Network Terminal) or router may be required for service delivery.
• Any hardware supplied remains the property of MHlophe Tech or the upstream provider unless explicitly sold.
• Customers are responsible for safeguarding installed equipment at their premises.

4. Speed & Performance

• All speeds are provided on a best-effort basis and are not guaranteed unless explicitly stated.
• Actual performance may be influenced by contention ratios, network congestion, or external internet routing.
• Wi-Fi performance is not guaranteed as it depends on customer premises equipment and environment.

5. Network Management

• Traffic management, shaping, or prioritisation may be applied during peak usage periods.
• Critical services such as streaming, browsing, VoIP, and business applications may be prioritised over bulk traffic.
• Uncapped fibre packages may be subject to Fair Usage Policies where applicable.

6. Billing & Charges

• Fibre services are billed monthly in advance unless otherwise stated.
• Installation fees, activation fees, or router charges may apply depending on the selected package.
• Prorata billing applies where services are activated mid-month.

7. Service Availability

• Fibre services may be interrupted due to maintenance, fibre cuts, power failures, or upstream outages.
• MHlophe Tech is not responsible for downtime caused by third-party fibre network operators.
• Scheduled maintenance may occur with or without prior notice where necessary.

8. Relocation

• Fibre services are location-specific and cannot be moved without reinstallation.
• Relocation requests are subject to feasibility checks and may incur additional installation costs.

9. Cancellation

• Cancellations require notice in accordance with the general cancellation policy.
• Early termination fees may apply where promotional or contracted periods are in effect.
• Equipment recovery fees may be charged if supplied hardware is not returned where required.

10. Acceptable Use

• Customers must not use fibre services for illegal, abusive, or fraudulent activity.
• Bandwidth abuse, network scanning, spam distribution, or unauthorised hosting is prohibited.
• Services may be suspended or terminated for violations of acceptable usage rules.

11. Amendments

MHlophe Tech reserves the right to update fibre service terms, pricing, infrastructure dependencies, and technical conditions at any time. Continued use of the service constitutes acceptance of updated terms.