Terms & Conditions

Service agreement

Fibre Ya Kasi, a brand of Veloway Holdings (Pty) Ltd, provides LTE, 5G, fibre and other available connectivity services. Unless an offer expressly states otherwise, subscriptions are month-to-month. Additional service-specific or promotional conditions will be disclosed before purchase.

Orders and activation

Orders are subject to coverage, availability, customer verification, payment confirmation and acceptance. Payment is required before processing unless agreed otherwise in writing. SIM cards may be delivered inactive. Activation and installation timelines depend on the network and service requirements. If an order cannot be fulfilled, we will provide remedies required by applicable law.

Subscriptions and payments

Subscription fees are payable in advance on the agreed billing date. Initial billing may be calculated pro rata from activation. Customers are responsible for valid charges on active services and applicable disclosed once-off fees. Failed or reversed payments may lead to suspension subject to applicable notice and law. A change of payment date may create a disclosed pro-rata adjustment. Cancelling a debit order, removing a SIM or ceasing to use a service does not cancel the agreement.

Cancellation policy

For month-to-month services, please provide one calendar month’s written notice through an official support channel, subject to any shorter cancellation period or other right required by law. We will acknowledge the request and confirm the effective cancellation date. Charges lawfully due during the valid notice period remain payable. Outstanding balances incurred before cancellation remain due.

For fixed-term services, any early termination rights and reasonable charges are governed by applicable consumer law. Customers retain all statutory cancellation rights, including where services are defective or not supplied as agreed.

Refund policy

Refund requests may be made for duplicate or incorrect payments, orders that cannot be fulfilled, and other circumstances required by law. Eligibility depends on the order status, activation, delivery, installation work and applicable statutory rights. Fees for services already supplied are generally not refundable unless the law requires otherwise.

Approved refunds are normally processed within 7–14 working days, unless a shorter statutory period applies; bank or payment-provider processing may affect receipt. Refunds are ordinarily returned through the original payment method subject to verification. We may request proof of payment. Nothing here limits statutory consumer remedies.

Delivery policy

Free standard delivery is available nationwide for qualifying orders. Delivery normally takes approximately 5–7 working days after payment and order verification. This is an estimate rather than a guaranteed date. Courier capacity, remote routing, public holidays, address verification, stock availability and events outside our reasonable control may cause delays.

Customers must supply correct delivery and contact details. Tracking updates may be provided by email, SMS or other official channels. Report missing, damaged or incorrect goods promptly. Goods lost or damaged before delivery will be handled in accordance with applicable consumer law.

Equipment and routers

Equipment may be sold, rented or provided on a free-to-use basis depending on the package. Free-to-use equipment remains the property of Fibre Ya Kasi or its provider and may need to be returned after cancellation. Any lawful charges for unreturned or damaged loan equipment must be disclosed and fairly applied. Consumer warranties and statutory protections remain in force.

Network coverage and performance

Service quality and speeds depend on coverage, congestion, signal, equipment, location and network availability. Advertised speeds may be maximum or package speeds rather than guaranteed continuous throughput. Applicable fair-usage, traffic-management or speed-reduction conditions will be disclosed with the relevant package. We will take reasonable steps to assist with faults; statutory remedies remain available.

Suspension and acceptable use

Service may be suspended for non-payment, fraud, unlawful use or material breach, subject to applicable notice and legal requirements. Suspension does not automatically cancel the agreement. Customers must use the network lawfully, secure their Wi-Fi and credentials, and report suspected unauthorised activity.

Customer information and privacy

Customers must keep their contact, account and delivery information accurate. We process personal information in accordance with POPIA for verification, fulfilment, billing, delivery, support and other lawful purposes. Data may be shared with authorised network providers, couriers and payment processors where lawful and necessary. See our Privacy & POPIA Notice for more details.

Website and online payments

Orders and payments may be processed through authorised Fibre Ya Kasi platforms and payment providers, including PayFast. Never disclose your banking PIN or password through ordinary messaging channels. Orders requiring prepayment proceed once payment is verified.

Complaints and disputes

For billing, service, refund, delivery or cancellation concerns, contact our official support channels. We will investigate and seek resolution within a reasonable time. Customers may use applicable consumer and regulatory dispute-resolution processes.

Changes to terms and pricing

We may update terms, services or pricing subject to the agreement and applicable law. Reasonable notice of material changes will be provided where required. The current terms will be published on our website.

Liability and governing law

We will exercise reasonable care in providing services. Nothing in these terms excludes liability or consumer rights that cannot lawfully be excluded. South African law governs these terms. If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law.

Contact and customer acknowledgement

Fibre Ya Kasi — a brand of Veloway Holdings (Pty) Ltd. Website: www.fibreyakasi.co.za. WhatsApp/mobile: 069 244 1222. Telephone: 087 551 1641.

By submitting an order and accepting these terms electronically, you confirm you have had an opportunity to review the service, billing, cancellation, refund and delivery conditions. Acceptance does not waive statutory rights.