Terms and Conditions

All our terms and conditions is available on our main website emsted.co.za

Privacy policy

We at Emsted Online have designed our business practices to safeguard your privacy. This privacy policy applies to all the web pages related to this website.

You can visit www.emsted.co.za without revealing who you are or providing any personal information about yourself.

The Site may collect certain information about your visit, such as the name of the Internet service provider and the Internet Protocol (IP) address through which you access the Internet; the date and time you access the Site; the pages that you access while at the Site and the Internet address of the Web site from which you linked directly to our site. This information is used to help improve the Site, analyze trends, and administer the Site.

There will be times, such as when you submit a questionnaire, request a service, purchase a product, etc., when we will need to obtain personally identifiable information from you or about you. Such personally identifiable information may include your name, home address, e-mail address, telephone number, identity/passport number, income, credit references, etc. The information we receive about you or from you may be used by us or shared by us with our corporate affiliates, agents, vendors and others to help process or complete a transaction; to comply with any law, regulation, audit or court order; to help improve our website or the products or services we offer; for research; to better understand our clients’ needs; to develop new offerings; and to alert you to new products and services in which you may be interested. The information will not be used for anything other than which is stated in the Terms & Conditions of use for this service. None of the information will be sold or made available to anyone. By accepting these Terms & Conditions you consent to receive informational material from us, this would include promotions, price changes and information related to your services. We believe that knowing more about you can enable us to serve you better.

You should be aware that we collect usage information about you when you visit us, which helps us understand how our site is navigated, how many visitors arrive at specific pages, the length and frequency of a stay at our website, etc. In addition, Emsted Online web pages may place “cookies” on your personal computer. “Cookies” are small identifiers, similar to a license plate, that help us to recognize you if you visit our website again. Cookies are used to help us personalize your viewing experiences. Cookies are not designed to be used to get data from your hard drive, your e-mail or any other personal data about you. You can reject cookies by changing your browser settings. Please note, however, that if you reject our cookies it is possible that some web pages may not properly load, your access to certain information might be denied or you might have to enter information about you or your application, inquiry or purchase more than once.

We safeguard your information using known encryption, security standards and procedures. We also assess new technology for protecting client information on an ongoing basis.

Please be aware that we may change our Statement of Privacy from time to time. If we do, we will update this Statement of Privacy at our website, so be sure to check back here frequently.

If you have any questions about our Statement of Privacy or privacy policies, please feel free to e-mail your questions to us at support@emsted.co.za

By using this website, you signify your acceptance of our Privacy Policy. If you do not agree to this policy, please do not use our site and related pages. Your continued use of the website following the posting of changes to these terms will mean that you accept those changes.

 

Service Policy

When you click to make a purchase or sign up for any services with us legal obligations arise and your right to refund of monies charged to your credit card or paid in any other way agreed by us, are limited by our terms & conditions. You must not make any purchase through this site unless you understand and agree all our terms and conditions. Once payment is made for the purchase, it is deemed that you have read and understood the terms and conditions for such purchase. If you have any queries please contact us before making any purchase for any service through this website. Our 24 hour, 7 day a week support number is 081 397 7937.

 

Service Levels

All services sold by Emsted Online are provided as a best-effort service, uptime and speeds cannot be guaranteed unless otherwise stated. During any technical failure, modification or maintenance of the service provided, Emsted Online will use its reasonable endeavors to resume the service as soon as possible. This excludes upstream provider infrastructure that is not within the control of Emsted Online.

 

Static IPs

Minimum Requirements

Only one static IP can be linked to one active ADSL service (username)

A static IP cannot be transferred from one service to another

The static IP will remain active as long as the ADSL service (username) it is linked to is active, should the ADSL service (username) it is linked to be cancelled, the static IP will automatically be deleted. Please be aware that once the static IP is deleted it cannot be recovered, should you repurchase the service a new static IP will be issued.

Failure to pay for your static IP and linked service before the due date will result in the static IP being deleted, once the static IP has been deleted it cannot be recovered.

A static IP can be cancelled during the course of a month, but the cancellation will only take effect at the end of the month. E.G if we receive your cancellation on the 1st or 15th of July, the static IP will only be deleted on the 31st of July at 11:59pm.

Your Static IP can be switched on and off from your CCP/RCP. Static IP’s are assigned on your PPPOE connection. Due to privacy and security concerns, internal network configurations like natting and routing will need to be set up and maintained by your network administrator.

Static IPs are available for all monthly billed services, except SAIX based services and trial services.

All Static IPs on our new network are now allocated per region:

North = Free State, Gauteng, Mpumalanga, Limpopo, North West

East = KwaZulu-Natal

South = Eastern Cape, Western Cape and the Northern Cape

To give you optimal routing and throughput, we need to lock your DSL service down to the last DSL line you connected from.

Should you move to a different region and would like to connect from your new location, then you will have to cancel your current Static IP and apply for a brand new Static IP address. Emsted Online does not advise that Dynamic/Static IP’s are used to run email servers. Should the client choose to use our Dynamic/Static IP services to run an email server it is the clients responsibility to monitor and request removal of all blacklisting’s related to the IP on services such as RBL’s/SBL’s/PBL’s and not the responsibility of Emsted Online.

When you enable the Static IP option in your Control Panel, we will force your service to disconnect in order to establish your region, so that we can allocate the appropriate Static IP in your area.

The username will be locked to the first successful connection we receive, meaning no other connections can be established from another location.

Also note that the service will only allow one concurrent connection.

For additional support please go to www.portforward.com

When enabled, the Emsted Online DNS feature will direct your DNS traffic through the geographically closest operational DNS server to you. This feature also enables clients to make use of the Family Emsted Online feature. Should the Emsted Online DNS not be accessible the Default DNS will be used, during this time the Family Emsted Online feature will not be available until the Emsted Online DNS is restored.

 

Family Emsted Online

Family Emsted Online is a feature provided with the activation of Emsted Online DNS. This feature blocks unwanted domains within pre-defined categories from being accessed. We do our best to block unwanted domains; we however cannot guarantee that domains within the categories selected will not be accessible. Domains found accessible within a selected category can be reported to support@emsted.co.za.

 

Custom/Corporate DNS

This feature allows you to specify the DNS server settings you would like applied to your service. Emsted Online accepts no responsibility for service interruptions when activating and using this service.

 

Remote Emsted Online

This feature allows you to create a unique hostname (static sub domain) which will allow you to remotely access your router/modem. The setup of port forwarding and the network configuration is the responsibility of the client and is required in order to use this feature. Emsted Online takes no responsibility for this feature not working due to the incorrect setup or configuration on the clients end. The security of the clients connection and network remains their responsibility when using this feature. This feature is provided as a best effort service and is not guaranteed.

 

Delivery Policy

This delivery policy applies to services delivered by an Emsted Online appointed representative only. The delivery of certain products/services sold by Emsted Online are handled directly by the supplier or provider. In these cases the delivery policy will be stated in the Terms and Conditions for that particular product/service. If you are not sure please contact us so that we may advise you on the delivery policy that applies to your purchase. Any free to use router or equipment will be send to the end user and they are responsible for the delivery charges.

Delivery times stated are not guaranteed but are generally attainable within major centres. A possible delay of 24 to 96 hours can be expected outside of major centres and additional delivery costs may apply. Some deliveries might require that information or documents must be produced and copies thereof provided during the delivery, this will be communicated on purchase of the device or product if it is required.

A physical address is required for the delivery of your order. Orders to Post boxes/Private bags/Post Offices will not be accepted.

Deliveries take place on weekdays during business hours and exclude weekends and public holidays, your delivery will be dispatched on the 1st working day thereafter.

Delivery times may be delayed should the need arise for clearance of payment.

Emsted Online 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 Emsted Online. This will in no way impact the continued warranty provisions, and only relates to courier charges and logistics.

The Courier Delivery Fee charged during checkout may differ once your order is finalised. Should this occur, we will contact you before proceeding with the delivery of your order.

 

Refunds Policy

Refunds will not be granted for services purchased in error. Should it be proven that a service is not working as per the Product Description, Terms and Conditions and/or Acceptable Usage Policy a refund will be granted. Refunds for amounts deposited into an Emsted Online banking account erroneously will also have a 15% fee levied to cover our bank charges and will only be considered for processing 7 days after the original payment date. Refunds for debit or creddit card payments are processed after the second week of the month.

 

Cancellations Policy

The cancellation of a product or service is the Clients responsibility. Cancellations must be actioned from the Control Panel or Email, No other means of cancellations will be accepted, all cancellations must be processed via the Control Panel. Failure to cancel your services will result in your service or product being activated for the new month and therefore liable for payment. A minimum calendar months’ notice is required for all services unless otherwise stated. Promotions carry additional Terms and early cancellation fees may be payable.

Emsted Online will not be responsible for incorrect cancellations processed via the Control Panel, email, or be liable for any losses incurred.

 

Security Policy

Emsted online do not accept any other way of payment accept EFT. It is the client’s responsibility to make sure the account setup is correct and that the fees are in our account on the second last day of the month.

It is the client’s own responsibility to make sure all payments are done on or before the due date.

 

Transaction security

The payment transaction security is completely the responsibility of the client. Emsted Online do not have a debit facility and do not offer recurring bank deductions.

If any funds are taken from your bank account you can rest assure that it wasn’t Emsted Online and can investigate other debit order facilities.

 

Payment Options/Terms

All transactions will be processed in South African Rands (ZAR). We do not extend credit and payment is required up front, services will not be activated without payment. We only accept EFT payments. In the case where a cash deposit need to be made we will add 15% to the original amount to cover bank charges.

 

Payment of Invoices

Emsted Online is not a credit provider and is not registered as one. All our services are on an upfront payment system.

Recurring (monthly invoice) (excluding hosting) will be issued on the 25th of every month.  Your payment must be done and shown in our bank account on the second last day of the month, If your payment don’t reflect, your service(s) will be disabled for the next month. Please note that if you are cancelling your service(s) with Emsted Online, you need to cancel one month in advance. Failure to do so will result in the product being activated and the monthly subscription due.

Hosting invoices will be generated monthly 7 days before your hosting is due.

For all payments, please use your invoice number as payment reference.

 

Prorata Billing

Prorata billing applies to all new monthly billed services and on the initial purchase only. Prorata billing will not apply should you fail to pay your renewal invoice or any outstanding invoice on your account, the renewal/outstanding invoice must first be paid in order to qualify for the prorata rate on a new service. All services will be prorated together with the price on purchase. The prorata price and bandwidth is calculated according to the purchase date.

 

Service Changes (Applies to DSL, Fibre, Mobile and VoIP)

Service Changes are changes to the product, speed, combo or data purchased which changes the renewal of the service/s and are billed prorata.

For ease of understanding, services referred to as Upgraded services are services which result in a price increase on the next renewal and Downgraded services are services which result in a lesser billed renewal than the current service.

New services can only be set to Downgrade from the second month (month after activation) and will only apply from the following month (month 3).

Clients are not able to service change to an Upgraded service and then service change to a Downgraded service in the same month. The Upgraded service change must first be renewed before a Downgrade can be set for the next renewal.

Example: A Mobile Data service is service changed from 1GB to 5GB in August. The client will only be able to set a service change to a Mobile Data service smaller than 5GB during the month of September for October as the service must first be renewed on 1 September at 5GB before it can be downgraded.

 

Transfer of Data

Clients have the ability to transfer their unused data to another Emsted Online Client using the same service (dsl capped to dsl capped, mobile to mobile etc.). Clients using Openserve Fibre and Openserve DSL Capped data will be able to transfer between the two service types. Uncapped data, RAIN data and Cell C data cannot be transferred.

Transferred data will be transferred in the state that it is currently in. If the data transferred is rollover data in month 2, it will transfer as month 2 rollover data to the client receiving the data. Transferred data retains the expiry date of the original purchase. The transfer of data must be done by signing into the Control Panel and providing the information required, data can only be transferred in predefined increments. Should we receive delayed usage reports which results in over usage of available data or a payment not received for any reason, any transferred data will immediately be reversed. We reserve the right to refuse to allow the transfer of data for any client who we deem to be abusing the process.

An explanation of how Rollover Data works can be found under the section for the service type you have purchased.

 

Usage Notifications

Emsted Online will send an email/sms notification to all data users who have not opted out of receiving notifications when their data usage reaches 50%, 80% and 100% of the available total. These notifications will be based on the information available to us at the time of sending the notification from our system and as such cannot be guaranteed to be 100% accurate when received by the client.

 

Our banking details

Please note: When making a payment use your invoice number as reference. Failure to use the invoice number can result in that we can not allocate the payment on the due date and your services will be suspended.

Emsted Online do not take any responsibility for non allocating payments due to wrong references.

If you paid and do not get a confirmation email within 24hours please contact us.

Proof of payment must be send to accounts@emsted.co.za

 

All EFT monthly payments must reach us before 5pm on the second last day of the month, failure to do so will result in all services being suspended until payment is received.

Always use your invoice number as your reference when making payment to avoid delays in your payment being allocated.

Failure to make payment by the due date will result in your services being suspended. Failure to pay your hosting and or domain registration on the due date may result in your domain name being deleted by the registrar and become available to the public for re-registration. Failure to pay your ADSL Line services on the due date may result in your ADSL Line services being transferred to Telkom and Telkom will continue to bill you for this service.

Please email your Proof of Payment to accounts@emsted.co.za, please remember to use your invoice number as your reference when making your payment.

 

Service Retention

During the processing of a cancellation, you may be presented with an offer. Should the offer be accepted no changes to your service will be permitted until the offer period has ended, nor will the client be able to process a cancellation. Offers are extended on a once-off basis and cannot be extended. Offers are limited in terms of what is offered and the service or product the offer is presented on. Emsted Online may change or withdraw an Offer at any time without prior notice.

 

Reconnection of Suspended Service.

If your service is suspended due to non-payment it will only be reconnected after the outstanding balances and/or penalty fees have been paid and cleared in our bank account.

Reconnection will happen within 24 – 48 hours depend on the service providers.

Please make sure that you use the invoice number to avoid being suspended as we cannot allocate your payment.

Emsted online will not be held responsible for any income or any other loss dur to suspension of your service.

PLEASE NOTE EMSTED ONLINE CAN MAKE CHANGES TO THE POLICIES AT ANY TIME WITHOUT ANY NOTIFICATION.

It’s the end user’s responsibility to check out policies on regular interval to familiarise yourself with it and changes to it.