📜 Terms and Conditions

Effective Date: 26 July 2025


1. Definitions

  • Hex Connect: The Internet Service Provider.
  • Customer: The individual or entity subscribing to the service.
  • CPE: Customer Premises Equipment (e.g., router, antenna).
  • FUP: Fair Usage Policy.
  • POPIA: Protection of Personal Information Act (No. 4 of 2013).

2. Service Provision

  • Internet is provided on a best-effort basis.
  • Speeds and performance may vary depending on location, network load, and equipment.

3. Installation & Contract Terms

  • Installation starts from R1500.00 and includes basic setup of CPE and router.
  • All services are subject to a 12-month contract.
  • Early cancellation incurs a R1000.00 termination fee.
  • The first month's subscription is billed pro-rata and payable with installation.
  • A detailed installation quote will be provided before any work begins.
  • The installed equipment remains the property of Hex Connect for the duration of the 12-month contract period.

4. Billing & Payment

  • Billing is monthly in advance.
  • Payment options include debit order, EFT, and approved cash points.
  • Debit orders are processed on the 1st, 15th, or 25th as selected.
  • Failure to pay may result in suspension or termination of service.

5. Fair Usage Policy (FUP)

  • Uncapped packages are subject to FUP.
  • If usage impacts network performance, throttling or limitations may be applied.

6. Customer Responsibilities

  • Maintain and secure all provided equipment.
  • Do not engage in unlawful use of the internet service.
  • Notify Hex Connect of any service disruptions or information changes.

7. Technical Support

  • Support is available during business hours (Mon–Fri, 08:00–17:00).
  • Emergency after-hours support is limited to network-wide outages.
  • On-site visits may incur call-out fees if the issue is customer-related.

8. Cancellation & Suspension

  • 30 days' written notice is required to cancel a service.
  • Early termination within 12 months incurs a R1000.00 fee.
  • Hex Connect reserves the right to suspend services due to non-payment or abuse.

9. Liability & Disclaimer

  • Hex Connect is not liable for interruptions due to national load shedding, weather, infrastructure issues beyond our control, or customer equipment failure.
  • No guarantees are made for uninterrupted uptime unless covered by a formal SLA.

10. POPIA Compliance

  • Your personal information is collected and processed for service provision, billing, communication, and legal compliance.
  • Data is stored securely and will not be shared or sold without consent unless legally required.
  • You have the right to access, correct, or request deletion of your personal data, subject to applicable laws.
  • Hex Connect will notify you in the event of any data breach affecting your personal information.
  • By subscribing to our services, you consent to receiving communication from Hex Connect, including service updates, billing notices, and promotional offers. You may opt out of marketing communication at any time by contacting us.

11. Changes to Terms

  • These terms may be updated periodically.
  • Notification will be sent via email or published on our website.
  • Continued use after changes implies acceptance.

12. Contact Information

  • Hex Connect
  • Email: admin@hexconnect.co.za
  • Phone: +27 62 602 6064
  • WhatsApp: +27 62 602 6064
  • Website: hexconnect.co.za