1. Billing
Invoices are generated monthly via Zoho Books and sent to the email address on your account. Payment is due by the date shown on the invoice. Accepted payment methods include card payments via Paystack and EFT, as listed at checkout.
2. Late payment & suspension
- Invoice unpaid by the due date: a reminder is sent.
- Invoice remains unpaid after the grace period stated on the reminder: the affected service may be suspended.
- Invoice remains unpaid beyond the reconnection window: the service may be terminated and any outstanding hardware invoiced.
A reconnection fee may apply to restore a suspended service. Exact grace periods and fees are listed on your invoice or account portal.
3. Refunds Policy
Refunds will not be issued for products or services purchased in error, or where a customer no longer wishes to use a service after it has been successfully provisioned.
If it is determined that a product or service is not functioning in accordance with its Product Description, Terms and Conditions, or Acceptable Usage Policy, Somangaye Internet will investigate the matter and, where appropriate, approve a full or partial refund.
Refund requests for payments that were mistakenly deposited into a Somangaye Internet bank account will be subject to a 15% administration fee to cover banking and processing costs. Such refund requests will only be considered after 7 (seven) calendar days from the original payment date to allow sufficient time for payment verification and clearance.
Refunds for Paystack Card Payments will be processed once the refund has been approved and verified. While Somangaye Internet aims to process approved refunds as quickly as possible, the time taken for the refunded amount to reflect in your account will depend on your card issuer or financial institution.
All refund requests are subject to review and approval by Somangaye Internet and may require supporting documentation to verify the payment and the identity of the account holder before a refund can be processed.
4. Complaints procedure
- Log a support request via support@somangayeinternet.co.za describing the issue.
- You will receive an acknowledgement with a reference number.
- If unresolved, you may escalate by requesting a manager review, quoting your reference number.
- Unresolved regulatory complaints may be referred to the Independent Communications Authority of South Africa (ICASA), where applicable.
5. Account changes
Upgrades, downgrades and package changes can be requested through your account portal or by contacting support. Changes typically take effect from the next billing cycle unless stated otherwise for a specific product.
6. Cancellation procedure
Cancel any service by giving written notice to Cancellations@somangayeinternet.co.za, quoting your account number/Username. The applicable notice period and any early termination charges are set out in the relevant service's terms page and in your original order confirmation.
7. Data on account closure
On closure of a hosting, email or VoIP account, associated data (files, mailboxes, call logs) is retained for a limited grace period and then permanently deleted, in line with our Privacy Policy.
8. Delivery Policy
This Delivery Policy applies to products and services delivered by a Somangaye Internet appointed representative. Certain products and services offered by Somangaye Internet may be delivered, installed, or fulfilled directly by the relevant supplier or service provider. Where this applies, the specific delivery terms will be outlined in the Terms and Conditions applicable to that product or service. If you are unsure which delivery policy applies to your purchase, please contact our support team and we will gladly assist you.
Delivery timeframes provided are estimates and, while we strive to meet them, they are not guaranteed. Deliveries within major metropolitan areas are generally completed within the estimated timeframes. Deliveries to outlying or rural areas may experience delays of between 24 and 96 hours, and additional courier charges may apply where applicable. Some deliveries may require the recipient to present identification, supporting documentation, or complete verification procedures before the order can be handed over. If this is required, you will be notified during the ordering process. A valid physical delivery address is required for all orders. Unfortunately, deliveries cannot be made to P.O. Boxes, Private Bags, or Post Office addresses. Deliveries are made Monday to Friday during normal business hours, excluding weekends and South African public holidays. Orders received outside business hours will be processed and dispatched on the next working day. Delivery may be delayed while payment is being verified. Paystack Card Payments are typically confirmed quickly; however, in some instances additional verification may be required before your order can be dispatched. For warranty claims, exchanges, or returns, Somangaye Internet does not arrange the collection of products or cover the associated courier costs. Customers are responsible for delivering the product to Somangaye Internet for assessment or processing. This policy does not affect or limit any applicable warranty rights and relates solely to courier logistics and transportation costs. The courier delivery fee displayed during checkout is an estimate. In exceptional circumstances, the final delivery cost may differ due to factors such as delivery location, package size, or courier requirements. Should this occur, Somangaye Internet will contact you for approval before proceeding with the shipment of your order.9. Free-to-Use Router Policy
Somangaye Internet may, at its sole discretion, provide a free-to-use router with selected products and services. The make, model, and specifications of the router supplied will be determined by Somangaye Internet based on product availability and service requirements.
Where applicable, the courier or delivery fee for the router will be displayed during the checkout process before your order is completed.
The free-to-use router remains the property of Somangaye Internet until ownership is transferred in accordance with this policy.
If your service is cancelled, the router must be returned to Somangaye Internet within 21 (twenty-one) days of the cancellation date. Should you require Somangaye Internet to arrange collection of the router, this can be done at an additional collection fee.
If your service has remained active for 36 (thirty-six) consecutive months from the original activation date, ownership of the free-to-use router will automatically transfer to you at no additional cost, and the router will no longer need to be returned upon cancellation.
If the router is not returned within 21 (twenty-one) days after the service has been cancelled, the following replacement charges will apply and will be billed to your account:
- Fibre Router: R899.00
- 5G Router: R3,999.00
Should your account fall into arrears and your service be cancelled as a result of non-payment, any applicable cancellation fees will be charged to your account in accordance with your service agreement.
In addition, the free-to-use router must be returned within 21 (twenty-one) days from the cancellation date. Failure to return the router within this period will result in the applicable replacement charge being added to your account as follows:
- Fibre Router: R899.00
- 5G Router: R3,999.00
Somangaye Internet reserves the right to amend the replacement values of equipment where necessary to reflect current replacement costs. Any changes will not affect charges that have already been invoiced prior to the amendment.
IP Address Allocation Policy
Somangaye Internet may allocate Internet Protocol (IP) addresses for use with certain connectivity services where required.
The Client acknowledges and agrees that all IP addresses assigned by Somangaye Internet remain the property of Somangaye Internet or its upstream network providers, as applicable. The allocation of an IP address does not grant the Client any ownership, proprietary rights, or permanent entitlement to that address.
Somangaye Internet reserves the right, at its sole discretion, to assign, reassign, replace, or withdraw any IP address allocated to a Client at any time where operational, technical, security, regulatory, or business requirements make such changes necessary.
The allocation of IP services—including, but not limited to, IPv4 (public or private) and IPv6 addresses—is provided solely at the discretion of Somangaye Internet and is subject to availability, network policies, and the requirements of the specific connectivity service purchased.
Unless expressly agreed to in writing, Somangaye Internet does not guarantee that a Client will receive a static or dedicated IP address, and IP address assignments may change without prior notice.
Service Availability and Performance
All services provided by Somangaye Internet are supplied on a best-effort basis, unless otherwise expressly stated in writing or specified within the applicable service agreement or Service Level Agreement (SLA).
While Somangaye Internet strives to provide reliable, high-quality connectivity and services, service availability, uptime, latency, and connection speeds cannot be guaranteed and may vary due to factors beyond our reasonable control, including network congestion, equipment limitations, environmental conditions, and third-party infrastructure.
In the event of a service interruption, technical fault, planned maintenance, system upgrade, or network modification, Somangaye Internet will use its reasonable endeavours to restore the affected service as quickly as reasonably possible.
Clients acknowledge that certain components of the service rely on third-party infrastructure and network providers, including fibre network operators, mobile network operators, data centres, and upstream transit providers. Somangaye Internet shall not be held responsible for service interruptions, degradation, delays, or outages arising from infrastructure or systems that are owned, managed, or controlled by these third parties.
Where planned maintenance is expected to affect service availability, Somangaye Internet will make reasonable efforts to provide advance notice whenever practicable. Emergency maintenance may be performed without prior notice where necessary to protect the stability, security, or integrity of the network.