Terms & Conditions.

Usage Policy

• Continuous Downloading: Our services are not intended for continuous 24/7 downloading. Excessive use will result in a soft lock on the account to ensure fair usage for all tenants.
• Network Sharing: Sharing or rebroadcasting the network is strictly prohibited. Violations will lead to immediate account suspension and termination of services.

Access Points

• Router Purchase: A Connected Space router must be purchased during installation and fully paid for before services can be activated.
• Router Transfer: Services cannot be activated on routers with outstanding balances, even if transferred from a previous tenant.
• Router Specifications: Ensure you discuss your requirements with Connected Space to select the appropriate router for your package to avoid performance issues.

Activation Process

• Initial Setup: After installation, some adjustments may be necessary to optimise connectivity. This process, which may cause brief outages, can take up to a week.

Installation & Location

• Access Point Placement: Access points are installed near the closest power outlet. Relocation requests are billed at R450.
• Trunking: Internal trunking services are not provided. Clients must contract third-party services for additional routing needs.
• Signal Coverage: Clients are responsible for extending the network if the signal does not cover the entire apartment.

Cancellation Policy

• Notice Requirement: To cancel, submit a written notice and complete a cancellation form by the 31st for the notice to take effect on the 1st of the following month.
• Equipment Responsibility: Clients must remove and return any Connected Space-owned equipment upon cancellation.

Suspension Terms

• Non-payment: Clients remain liable for fees during suspension periods. Reconnection requires payment of a reconnection fee.
• Voluntary Suspension: Must be requested in writing with a subscription change form completed for the next month.

Billing Information

• Invoices: Issued on the 1st of each month and are due by the 5th.
• Pro Rata Charges: Invoices for partial months are due within 5 days of service activation.
• Outstanding Balances: Services will not be provided if there is an outstanding balance on the account.
• Debit Order Rejection: A debit order transaction is attempted on the first working day of every month. If it fails, payment must be made via EFT or card and is due by the 5th. A R50 rejection handling fee will be added to your next invoice.
• Invoicing: Payment is due within 5 days. Amounts not settled within this timeframe are considered overdue and will be suspended.

Routers, Promotions & Terms

• Promotional Offers: Users are bound by the terms of any promotional offer available at the time of installation, including free months, free router use, and other promotional offerings.
• Terms Binding: The terms of the promotion in effect at the time of installation will apply to the user's service agreement.

Code of Conduct

Connected Space is committed to:

• Acting fairly, reasonably, and responsibly in all customer interactions.
• Ensuring all services and products comply with relevant laws and regulations.
• Avoiding unfair discrimination based on race, gender, sex, age, religion, belief, disability, ethnicity, or sexual orientation.
• Treating customers with courtesy and care.
• Providing clear information on services and pricing.
• Offering guidance to meet customer needs.
• Keeping customer information confidential.
• Informing customers of their right to refer complaints to ICASA.

Consumer Rights

Consumers have the right to:

• Receive services without unfair discrimination.
• Choose their service provider.
• Access information in their preferred language.
• Access and question their records.
• Protect their personal data from being sold without permission.
• Port their number as per regulations.
• Lodge complaints and seek redress.

Information Provision

Connected Space will provide accurate, easy-to-understand information regarding:

• Services and products offered.
• Applicable tariff rates.
• Terms and conditions.
• Payment policies.
• Billing procedures.
• Complaint handling.
• Contact details.

Consumer Confidentiality

Connected Space adheres to privacy regulations, ensuring consumer information is used only for permitted purposes and released only under specific conditions — such as with the consumer's written permission, court orders, debt collection processes, auditing, or as required by law.

Service Standards

Connected Space commits to the following minimum service levels, averaged over six months:

For complaints or further information, contact support@connectedspace.co.za

Take Down Notices

For all take down notices, contact ISPA directly:

Child Safety

Connected Space takes online child safety seriously. Please familiarise yourself with the following resources to ensure your children and family are safe online:

• Online Safety — ispa.org.za/safety/
• Children and Teens — ispa.org.za/safety/children-and-teens/