Mobile Policies

MTN Fixed LTE

MTN Fixed LTE is a best-effort service with no minimum service levels offered. Speeds will differ and no minimum speeds are guaranteed. Many factors determine the speed and quality of service which will be achieved such as but not limited to, distance, weather, interference around and within the property.

The service is a monthly billed service which will continue on a month to month basis until cancelled. Cancellations require a calendar months’ notice and must be submitted via the Control Panel (Purchases on Promotion may carry additional T’s & C’s), cancellations cannot be set on the last 2 days of each month. The service can be set to upgrade or downgrade at any time (before the 25th of each month) but the new service will only be effective from the 1st of the following month provided no Service Change rules are in place (Refer to Policies and Procedures – Service Changes).

You are able to purchase additional data should your monthly allocation run out. This is a once-off purchase which you pay for immediately. Unused top-up data will rollover for one month. E.g. Purchase 10GB of Top-up data on 15 October, 6GB is used up until 31 October, the remaining 4GB will be carried over to November and will be available to use up until 30 November, thereafter it will fall away. Data that has overrun the available data total will be deducted from your next top-up. Example, 100GB purchased, 105GB used before capping takes place, top-up with 10GB only 5GB will be allocated.

Unused monthly data as well as top-up data will roll over for 1 month. At the start of each month the rolled-over data (monthly and top-up) will be used first, once exhausted the monthly allocation will be used.

Nighttime data (where applicable) is free data that is available to use every day between 12 am and 6 am. Data used during these hours will be deducted from the Night time available data balance. When Nighttime data is depleted, the available monthly data will be used. Nighttime data is Promotional data and The Geek Factory reserves the right to withdraw it should it be deemed necessary.

This service is a Fixed LTE service which is only available on LTE Technology (excludes 3G and 2G technologies). The service is only available at pre-defined locations as provided by MTN. During the sign-up process, availability will be determined according to the address provided, this is due to service availability being limited per location/area in order to provide an optimal service experience. The sim will be locked to the location provided at sign up, this location must also be the location where the first connection is made and cannot be used at another location. We reserve the right to permanently suspend and cancel a service that is found to be moved to different geographical locations often. MTN will allow one change in location per year, please provide us with 30 days’ notice thereof in order for us to submit the request timeously. Should the new location not be within MTN Fixed LTE Coverage the service will need to be cancelled. The standard cancellation policy and applicable fees will apply.

MTN has specific hardware requirements, as such the devices supplied by The Geek Factory with the MTN Fixed LTE service are those approved by ICASA and MTN.

• Should a client opt to purchase their own device it must be one of the MTN approved Cat6 devices listed below, please note that using a non-approved device will result in the service being blocked. Huawei B618
• Huawei B525
• Huawei B612
• ZTE MF286C

The approved LTE Devices carry a 12-month Warranty if ordered through The Geek Factory with their SIM, device warranty claims for the Recommended LTE Devices will be handled by The Geek Factory who will deal directly with the Supplier on the client’s behalf.

In line with the Consumer Protection Act, The Geek Factory has a 5-business day return policy. Units returned must be returned as shipped (i.e. same cosmetic condition and all shipped packaging, parts and accessories included) to be eligible for refund or exchange. If the router is returned within 5 days from delivery it will be refunded or replaced with a new unit provided the unit is returned in the same condition it was received. The cost of returning the device is the responsibility of the client and will be charged to the clients’ account.

On the day of purchase, a pro-rata invoice and pro-rata data will be allocated and debited accordingly. The payment methods that will be accepted for the purchase and renewal of the service are Credit Card and Debit Order, please note that any other services already on the Profile which the purchase is being made on will automatically update to Credit Card/Debit Order. The SIM and Device will be delivered within 7 business days from the date of order, provided payment has cleared (payment clearance can take up to 5 days). Once delivered please allow up to 48 hours from the time the SIM Card is inserted into the device for the data to be allocated.

The purchase of the MTN Fixed LTE service is subject to RICA and you will be required to provide certain documentation when signing up as well as on delivery of the device/SIM, the requirements will be communicated to you. Clients will provide their RICA documents to the courier on delivery and the documents will be sent to The Geek Factory, as such please be advised that your personal details will be received by the courier, courier company and The Geek Factory. Your personal details will only be used for the purpose of RICA and for no other reason provided it is not required by law.

Sim swops will be processed where possible at no charge. The delivery fee for the new sim will however be charged to the clients’ account.

MTN Mobile Data

Mobile Data
Mobile data is a monthly billed service unless otherwise stated. Mobile Data is subject to the same terms and conditions as ADSL data, for the purposes of Payment, Termination and Monitoring of Usage except where specified.

Mobile Data is subject to the Regulation of Interception and Provision of Communication-related Information Act where applicable (RICA). When a purchase for mobile data is made it is deemed that you have read, understood and accepted all Terms & Conditions pertaining to the purchase.

If you have any queries please contact us before making any purchase for any service through this website, our 24-hour, 7 days a week support number is
087 821 1100.

Coverage and Signal Availability
Service delivery of Mobile data is dependent on signal availability and demand for data services in any particular area. The Geek Factory does not warrant or guarantee service for any specific areas, whilst every effort will be made to give clients an indication of possible service (via the Coverage Map). The Geek Factory accepts no liability should the aforementioned map differ to actual data service experience.

LTE
SIM cards provided by The Geek Factory are not automatically LTE enabled. LTE capable The Geek Factory Mobile SIMS can be activated for LTE services via the Client Control Panel. Activation of LTE on the SIM is within 72 hours of the request. Clients using their own MTN SIM for The Geek Factory Mobile Data will need to request the activation of LTE with MTN directly.

An LTE capable device is required in order to obtain LTE speeds.

Purchasing of Data and Devices
The Geek Factory reserves the right to limit the number of purchases made. Data and devices may only be purchased via credit card or debit order. EFT, Stop Order and Cash Deposits are not accepted. Your order will be shipped once your payment has been cleared.

All purchases of data are prorated on the day of purchase, both the data allocation and price are prorated. Should delivery of your SIM occur the month after it was purchased the data allocated on the SIM will be calculated from the date of purchase to the last day of the month it was purchased in.

Credit Card payments are cleared within 24 hours and Debit Order payments can take up to 10 working days to clear. Your order will be shipped on the first working day of your payment being cleared.

Rollover of Data
Unused data rolls over to the following renewal month (calendar month) for a period of 3 months. Rolled over data will be used first from the 1st of each month and thereafter the renewal data will be used. Rollover data consists of unused renewal data and unused top-up data.

The most recent rolled over data will be used first, working on a system of last in first out.

EXAMPLE
The monthly renewal on a 10GB service is 10GB. In the last 3 months the following amounts of unused data have rolled over, March 1GB, April 2GB, May 2GB. On the 1st of June the service will renew and 10GB will be allocated together with the 4GB which has rolled over from March to May. Usage from the 1st of June will be deducted from the rolled over data from May then April then March, only once the rolled-over data of 4GB has been exhausted will the renewal data of 10GB start being used. Should there be any unused data by the end of June, this data will rollover to July and the process will begin again. Should usage not reach the rolled-over data for March it will fall away.

Rollover of Data is only applicable to services which are paid up to date and are renewed monthly. If your debit order or credit card payment fails for any reason you will not be able to use any Rollover Data until all services are paid up to date. Should you cancel your service any accumulated rollover data will fall away and cannot be reinstated if the cancellation date has passed and the service is restored.

Device Support
Technical support is provided for the setting up of the APN on the client’s device. The Geek Factory does not offer support on applications or set-up of device applications such as email.

Existing SIM
Clients are able to use The Geek Factory Mobile Data on their existing contract MTN sim (not available on prepaid MTN sim’s). The client’s use of their existing MTN contract sim is subject to the same Terms and Conditions as all other The Geek Factory Mobile Data products and services. Should we fail to verify your MTN sim with MTN for provisioning of The Geek Factory Mobile Data your order will be deleted (all purchases within the order) and the purchase/s will need to be re-purchased.

“Topping-up” Data
Mobile data clients are able to top up their data should they exhaust it at any time during the month. This top-up can be done via the Control Panel or Mobile Control Panel. Data that has over run the purchased data total will be deducted from your next top-up. Example, 500mb purchased, 550mb used before capping takes place, top-up with 500mb, 450mb will be allocated.

ADSL Voucher Transfer
An ADSL voucher purchased from our retail partners can be converted to mobile data via the Control Panel. The conversion table below applies to the ADSL voucher purchased and transferred:

• 1 Gig Prepaid ADSL Voucher = 100 Megs Mobile Data
• 2 Gig Prepaid ADSL Voucher = 500 Megs Mobile Data
• 3 Gig Prepaid ADSL Voucher = 1 Gig Mobile Data
• 4 Gig Prepaid ADSL Voucher = 2 Gigs Mobile Data
• 5 Gig Prepaid ADSL Voucher = 3 Gigs Mobile Data

The 4-for-1 ADSL Voucher promotion does not apply when converting an ADSL voucher to mobile data. Please take special note that you cannot transfer data on a voucher that has already been activated (activated by means of logging into the voucher via the voucher control panel or entering the username and password onto your ADSL modem/router).

Cancellation of Data
If a data product is cancelled the SIM card linked to the product including any unused data will be cancelled on the requested date. If the client has opted to use their own SIM, the Geek Factory Mobile Data service will be discontinued on their selected SIM. Once the cancellation of the SIM has taken place it cannot be reactivated.

Failure to Pay
Should we not receive payment for data purchased the data together with the SIM provided will be cancelled. If the client has opted to use their own SIM, The Geek Factory Mobile Data service will be discontinued on their selected SIM. Once the SIM has been cancelled it cannot be reactivated.

Mobile Devices, Warranty and Exchange/Return Policy
Certain Mobile Devices are only available to be purchased together with a Mobile Data product and cannot be purchased as a stand-alone product. The Geek Factory has a 7-business day device return policy from date of purchase. Units returned must be returned as shipped (i.e. same cosmetic condition and all shipped packaging, parts and accessories included) to be eligible for refund or exchange. The Geek Factory will NOT arrange collection of units for exchange or return (or cover related costs). The client will be responsible for arranging for the unit to be delivered to The Geek Factory or the Supplier. This will in no way impact the continued warranty provisions, and only relates to courier charges and logistics

All Mobile Devices are covered by a product-specific warranty as per the manufacturer’s warranty, for the repair or replacement of faulty units. The warranty is limited to items covered by the manufacturer only. The warranty does not cover any damage deemed to have been caused by the client’s misuse or mistreatment of the product (including damage due to improper return shipping of the product for exchange or return). Using incorrectly sized SIM cards and any physical damage, as a result, is deemed to be improper use or abuse of the product. This effectively voids the manufacturer’s warranty and therefore will not be exchanged or returned. This further extends to the use of unapproved accessories or modifications which effectively void the warranty on the product. In such circumstances, The Geek Factory nor the Supplier will be liable to repair or replace any such devices and no further correspondence will be entered into once the device is deemed to be out of warranty.

Failure to abide by The Geek Factory’s policy can result in deductions to the claimed refund or rejection of claims for refund or exchange.

Device warranty claims for Xiaomi products are supplied and serviced by Mobile in Africa; warranty claims for these products will not be facilitated by The Geek Factory unless otherwise stated.

The Warranty on Xiaomi Smart Phones is 12 months, the battery and accessories provided with the smartphone carry a 6-month Warranty.

Device warranty claims for Huawei products and devices will be handled by The Geek Factory who will deal directly with the Supplier on the client’s behalf.

The warranty on Huawei devices is 12 months.

In order to speed up warranty claims and repairs, we are required to provide the purchaser’s contact details to the suppliers. These details are provided to the supplier on condition that it may only be used to verify the purchase of the product and will not be used in any other manner.

Xiaomi Products and Devices
Mobile in Africa
https://mia.africa.com/za/support

Please note that the Delivery of Xiaomi Devices once payment has cleared are handled by the Supplier and not The Geek Factory, all Deliveries which include a SIM Card are subject to RICA Verification and you may be required to provide certain documentation on Delivery. Please refer to the section below on Identity Verification Requirements for more information on RICA.

Identity Verification Requirements (RICA)
By accepting the Terms and Conditions for RICA you undertake to inform any persons that the purchase is intended for of the Terms and Conditions herein and their responsibilities in terms of the RICA Act.

All Data products are subject to RICA verification, as stipulated by law (Regulation of Interception of Communication Act of 2008). Clients are required to produce a legible copy of their valid Identity Document or Passport and proof of residential address. Non-South African citizens may submit a copy of their valid Passport. Verification documents must contain photo identification and must be a barcoded form of identification. Failure to produce the required aforementioned information will result in the product not being activated, regardless of any amounts billed.

Delivery of the data product will not take place if the required documentation is not produced and successfully verified. RICA verification must be done in person, for each new purchase of a data product regardless of whether the person/s has been RICA’d previously. The drivers of the courier service used by The Geek Factory are RICA agents and will RICA the user upon delivery of the order. The person who will use the SIM is the person who will be vetted and must therefore be available to accept delivery. Under no circumstances will someone else be able to accept delivery on behalf of the user. Should the order be for business purposes an authorized representative for the business must be available to accept delivery and be vetted in his/her own capacity on behalf of the business. Clients will be required in terms of the Act to keep their physical address updated with The Geek Factory for a period of five (5) years from the date of purchase. The RICA verification for individuals younger than 18 years of age must be performed by their Legal Guardian on their behalf.

The following documentation together with legible copies thereof will be required for the RICA verification; the copies will be retained by the person delivering your RICA product:

For a Natural Person:

• Proof of Identification
• Proof of Physical Address (Home Address)

For a Business:

• Proof of Company Details
• Proof of Address
• Letter authorising selected representative to act as representative on behalf of the business
• Proof of Identity for the representative
• Proof of physical home address of company representative

The following documents are accepted for verification purposes:

• Identity Verification (Natural Persons and Company Representative):
• Green bar-coded South African ID book
• Valid temporary ID issued by Home Affairs
• Valid South African passport
• New bar-coded ID cards
• For Non-South African citizens – Passport or valid VISA/permit

Company Detail Verification (Businesses):

• Company registration documents
• Tax Clearance Certificate
• SARS registration documents, or
• Any other Government-issued documents containing the Company details
• Proof of Physical Address (Natural Persons, Businesses and Company Representatives):
• Lease Agreement (not older than 12 months)
• Municipal Account (not older than 3 months)
• TV License (not older than 12 months)
• Telephone Account (not older than 3 months)
• Bank Statement (not older than 3 months)
• Retail account which is delivered to that address on a regular basis (not older than 3 months)

Sim swops will be processed where possible at no charge. The delivery fee for the new sim will however be charged to the clients’ account.

Telkom LTE

Telkom LTE is a best-effort service with no minimum service levels offered. Speeds will differ according to the type of connection made. Average speeds within the specified coverage areas range between 10Mbps and 50Mbps. Many factors determine the speed and quality of service which will be achieved such as but not limited to, distance, weather, interference around and within the property.

The service is a monthly billed service which will continue on a month to month basis until cancelled. Cancellations require a minimum calendar months’ notice (promotions may carry additional t’s & c’s) and must be submitted via the Control Panel; cancellations cannot be set on the last 2 days of each month. The service can be set to upgrade or downgrade at any time (except the last 2 days of each month) but the new service will only be effective from the 1st of the following month. The monthly data is referred to as anytime data, free data which can be used between 12am and 7am is referred to as night surfer data. Where applicable anytime data is valid for 60 days from purchase (not exceeding 2 calendar months inclusive of the month of purchase) and the night surfer data is valid for 30 days from purchase (not exceeding the month of purchase). You are able to purchase additional data should your monthly allocations run out. This is a once off purchase which you pay for immediately. Where applicable unused data will only rollover if the service is active and paid up to date. Where applicable unused anytime top up data is valid for 60 days from purchase (not exceeding 2 calendar months inclusive of the month of purchase) and night surfer top up data is valid for 30 days from purchase (not exceeding the month of purchase).

Data is used in the following sequence:

Anytime data

Anytime top-up data

During Night Surfer Hours 12 am to 7 am

Night surfer data

Anytime data

Anytime top-up data

Data usage information and data balances are provided to The Geek Factory once every 24 hours by Telkom. This information will be updated as received and can be viewed in the Control Panel.

This service is a mobile wireless service which can be used anywhere within Telkom LTE Coverage areas. The Geek Factory will not provide Support Services when the service is used outside of a coverage area. Clients who proceed with the purchase of the service and are not covered under the Coverage Map at the address they intend to use the service at do so at their own risk, service is in no way guaranteed in areas not displayed on the coverage map.

Services purchased packaged together with a modem must be used in the modem provided, failure to do so may result in the service not working. The make and model of the modem will be determined at Telkom’s discretion.

The modem carries a 1-year Warranty if ordered through The Geek Factory together with the Telkom SIM, device warranty claims for the modem will be handled by The Geek Factory who will deal directly with the Supplier on the client’s behalf.

In line with the Consumer Protection Act, The Geek Factory has a 5-business day return policy. Units returned must be returned as shipped (i.e. same cosmetic condition and all shipped packaging, parts and accessories included) to be eligible for refund or exchange. The cost of returning the device is the responsibility of the client and will be charged to the clients account if arranged by The Geek Factory.

A pro-rata invoice will be generated on the day of purchase and debited accordingly. On the day of activation, we will allocate a pro-rata amount of data. We will re-calculate the amount due according to the date of activation and credit the initial pro-rata invoice generated on the purchase date. Any credit amounts will be used towards the next invoice due and any amounts due will be processed immediately against the default payment method on the profile.

The only payment method that will be accepted for the purchase of this service is Credit Card, please note that any other services already on the profile which the purchase is being made on will automatically update to Credit Card. The SIM/Device will be delivered within 10 business days from the date of order, provided payment has cleared (payment clearance can take up to 5 days). Once delivered please allow up to 72 hours for activation of the service.

The purchase of the Telkom LTE service is subject to RICA and you will be required to provide certain documentation when signing up as well as on delivery of the device/SIM, the requirements will be communicated to you. Clients will provide their RICA documents to the courier on delivery and the documents will be sent to The Geek Factory, as such please be advised that your personal details will be received by the courier, courier company and The Geek Factory. Your personal details will only be used for the purpose of RICA and for no other reason provided it is not required by law. Together with these Terms & Conditions the purchase and use of this service is subject to the Terms & Conditions of Telkom SA SOC Limited which can be found here: http://www.telkom.co.za/about_us/regulatory/terms-and-conditions.shtml

Sim swops will be processed where possible at no charge. The delivery fee for the new sim will however be charged to the clients’ account.