LEBZOLOGY MASTER TERMS & CONDITIONS OF SERVICE

Last Updated: 01 June 2026 Effective Date: 01 June 2026

Legal Entity: Lations Telecom(Pty) Ltd Registration Number: 2017/056165/07 Trading As: Lebzology Email: legal@lebzology.co.za Website: lebzology.co.za

TABLE OF CONTENTS

Definitions

Legal Identity & Trading Name

Acceptance of Terms

Services and Provision

Client Responsibilities

Equipment (Routers, Mesh Nodes, Cameras, NVRs)

Fees, Billing, and Payment

Installation & Non-Standard Installation

Contract Term, Cancellation, and Termination

Fair Usage Policy (FUP)

Service Level Agreement (SLA)

Data Protection & Privacy (POPIA)

Smart Home Products (CCTV, Mesh WiFi, Sensors)

Acceptable Use Policy (AUP)

Limitation of Liability

Indemnification

Force Majeure

Changes to Terms

Governing Law and Dispute Resolution

Entire Agreement

Notices and Contact Information

Severability

Waiver

1. DEFINITIONS

In these Master Terms, unless the context requires otherwise:

Definition”Lebzology”, “we”, “us”, “our”References Lations (Pty) Ltd trading as Lebzology”Client”, “you”, “your”The business or individual entering into this agreement”Service(s)”The connectivity, smart home, or digital solutions described in the Service Schedule”Service Schedule”The separate document specifying the service, pricing, and unique terms”Initial Term”The minimum contract period (typically 12, 24, or 36 months for business; month-to-month for home)”Fair Usage Policy (FUP)”Our policy for managing network resources, available on our website”Equipment”Any router, mesh node, camera, NVR, or other hardware supplied by us”POPIA”The Protection of Personal Information Act 4 of 2013 (South Africa)”RICA”The Regulation of Interception of Communications and Provision of Communication-Related Information Act 70 of 2002″FNO”Fibre Network Operator (e.g., Vumatel, Openserve, Frogfoot, Octotel)”Upstream Provider”MTN, Vodacom, Telkom, BitCo, iConnect, or other providers whose networks we utilise

2. LEGAL IDENTITY & TRADING NAME

2.1. The Client acknowledges that Lebzology is a trading name of Lations Telecom (Pty) Ltd (Registration Number: 2017/056165/07.

2.2. All contracts, invoices, and legal documents are entered into with Lations Telecom (Pty) Ltd, trading as Lebzology.

2.3. The trading name “Lebzology” does not constitute a separate legal entity.

3. ACCEPTANCE OF TERMS

3.1. By using any Lebzology service, the Client agrees to be bound by these Master Terms and the relevant Service Schedule.

3.2. These terms supersede any prior discussions, agreements, or representations between the parties.

3.3. If the Client does not agree to these terms, they must not use our services.

3.4. These terms are compliant with the South African Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECT Act).

4. SERVICES AND PROVISION

4.1. Services are described in the Service Schedule signed by the Client.

4.2. We will provide services with reasonable skill and care, consistent with industry standards.

4.3. We do not guarantee uninterrupted or error-free service. Forces beyond our control (load-shedding, fibre cuts, vandalism, extreme weather, upstream provider outages) may cause downtime.

4.4. Speeds are “up to” the maximum advertised and are not guaranteed, subject to the Fair Usage Policy (FUP).

4.5. Service availability depends on third-party infrastructure (FNOs, Upstream Providers). We are not liable for unavailability caused by these third parties.

5. CLIENT RESPONSIBILITIES

The Client agrees to:

5.1. Provide accurate, complete, and truthful information during sign-up and throughout the service period.

5.2. Provide secure access for installation and maintenance.

5.3. Use the service lawfully and not for illegal activities.

5.4. Not resell or share the service beyond the authorised location.

5.5. Ensure their equipment (computer, phone, etc.) is compatible and secure.

5.6. Pay all charges on time.

5.7. Secure their own UPS/power backup for equipment during load-shedding. Lebzology is not responsible for downtime caused by power outages affecting client-side equipment.

5.8. Comply with RICA requirements, including providing valid identity documents and proof of residence before service activation.

5.9. Notify us immediately of any change in their personal or business information.

5.10. Keep their account login credentials secure and not share them with unauthorised persons.

5.11. Be responsible for any activity that occurs under their account, including unauthorised use.

6. EQUIPMENT (Routers, Mesh Nodes, Cameras, NVRs)

6.1 Ownership

6.1.1. Equipment provided by Lebzology remains our property unless explicitly stated as a “purchased device” on the invoice.

6.1.2. Purchased Devices: Where the Client pays a once-off fee for equipment (e.g., router, mesh system, CCTV kit), ownership transfers to the Client upon full payment.

6.1.3. Rented/Leased Equipment: Where the Client pays a monthly rental fee, the equipment remains Lebzology property throughout the rental period and must be returned upon cancellation.

6.1.4. ONT (Fibre modem): The optical network terminal (ONT) provided by the Fibre Network Operator remains the property of said FNO into perpetuity. Clients may not remove, dismantle, or interfere with the ONT.

6.2 Responsibility

6.2.1. The Client is responsible for the safekeeping of all equipment.

6.2.2. Loss, theft, or damage (excluding normal wear and tear) may result in a replacement fee as set out in the Service Schedule.

6.2.3. The Client must report lost or stolen equipment within 48 hours of discovery.

6.3 Return of Equipment

6.3.1. Upon termination of services, any rented or Lebzology-owned equipment must be returned within 14 days.

6.3.2. Failure to return equipment within the specified period will result in a non-return fee as specified in the Service Schedule.

6.3.3. Equipment must be returned in good working condition, normal wear and tear excepted.

6.4 DIY Installation

6.4.1. For smart home products (CCTV, mesh WiFi), the Client is responsible for physical installation.

6.4.2. Lebzology provides remote setup support but does not perform on-site installation.

6.4.3. The Client assumes all risk associated with DIY installation, including injury or property damage.

6.5 Warranty

6.5.1. Equipment carries a 12-month warranty against manufacturing defects (unless otherwise stated in the Service Schedule).

6.5.2. The warranty does not cover damage caused by:

Lightning strikes or power surges

Load-shedding or power fluctuations

Physical damage (drops, impact, water)

Unauthorised repairs or tampering

Incorrect installation

6.5.3. Warranty claims require the Client to return the defective item to our Cape Town office (shipping at Client’s cost). Replacement will be shipped within 5 business days of receiving the defective unit.

7. FEES, BILLING, AND PAYMENT

7.1 Fees

7.1.1. Fees are as specified in the Service Schedule signed by the Client.

7.1.2. All prices are in South African Rand (ZAR) and exclude VAT unless stated otherwise.

7.1.3. Once-off fees (installation, activation, delivery) are non-refundable once the service has been provisioned or the equipment has been ordered.

7.2 Billing Cycle

7.2.1. Monthly services are billed in advance.

7.2.2. The first invoice will be issued on the activation date. Subsequent invoices will be issued on the 1st of each month.

7.2.3. Partial months (if service commences mid-month) will be charged pro-rata.

7.3 Payment Methods

7.3.1. We accept EFT, debit order, and other methods as agreed.

7.3.2. Payment is due within 7 days of the invoice date.

7.3.3. The Client must provide valid, up-to-date payment method information.

7.4 Debit Order Terms

7.4.1. Debit orders will be processed on the last business day of each month, or on the next business day if the scheduled date falls on a weekend or public holiday.

7.4.2. Debit Order Failure: A R50 administration fee will be charged for each failed or returned debit order, in addition to any bank charges incurred.

7.4.3. After three (3) failed debit orders within any six months, the debit order facility may be suspended. The Client will be required to pay via manual EFT or prepayment for a period of 3 months before reinstatement is considered.

7.5 Late Payments & Suspension

7.5.1. Interest of 2% per month (24% per annum) may be charged on any overdue amounts.

7.5.2. If payment is not received by the 7th day of the month following the due date, a final notice will be sent via email and SMS.

7.5.3. If payment remains outstanding, we may suspend the service without further notice.

7.5.4. A reactivation fee of R150 applies to restore suspended services, in addition to full payment of all outstanding amounts.

7.5.5. If services remain suspended for 30 consecutive days, we reserve the right to terminate the service agreement without further liability. The Client remains liable for all outstanding fees.

7.6 Price Increases

7.6.1. We may increase prices with 30 days’ written notice (email or website notice).

7.6.2. The Client may cancel without penalty if the increase exceeds 10%, provided written notice of cancellation is received within 14 days of the increase notice.

7.6.3. Price increases that are the direct result of upstream provider (e.g., MTN, Vodacom, Telkom, BitCo) price adjustments are passed through to the Client and are not subject to the 10% cancellation threshold.

7.7 Disputes

7.7.1. If the Client believes an invoice is incorrect, they must notify us within 14 days of the invoice date.

7.7.2. The undisputed portion of the invoice must still be paid by the due date.

7.7.3. If a Client reverses a debit order without prior agreement, a R250 reversal administration fee will be charged, and the full original amount will remain due. The debit order facility may be revoked.

8. INSTALLATION & NON-STANDARD INSTALLATION

8.1 Standard Installation

8.1.1. The standard installation fee is as stated in the Service Schedule.

8.1.2. Standard installation includes:

Cabling up to the length specified by the relevant FNO (typically 8-30 metres)

One wall penetration

Standard ONT mounting (for fibre)

Basic testing of the connection

8.2 Non-Standard Installation

8.2.1. If additional cabling, complex drilling, special equipment, or civil works (trenching, municipal wayleaves) are required, the Client will be quoted separately.

8.2.2. The Client must approve additional costs in writing before work proceeds.

8.2.3. Failure to approve additional costs may result in cancellation of the installation with a R250 call-out fee.

8.2.4. Non-standard installation fees are payable immediately upon approval.

8.3 Promotional Installation (Free Installation)

8.3.1. Where we offer promotional free installation, this benefit is subject to the Client remaining active on the service for a minimum period of 12 months.

8.3.2. If the Client cancels within 12 months of activation, the full installation fee (R2,599) becomes immediately due and payable (clawback).

8.3.3. This clawback applies regardless of the reason for cancellation, unless otherwise required by applicable law.

8.3.4. Package downgrades during the promotional period will result in forfeiture of the promotional benefit and immediate liability for the standard installation fee.

8.4 Client-Responsible Installation (DIY)

8.4.1. For DIY products (CCTV, mesh WiFi, smart home devices), the Client is solely responsible for physical installation.

8.4.2. We provide remote setup support via WhatsApp or phone but do not send technicians.

8.4.3. The Client assumes all risk associated with DIY installation.

8.5 Access

8.5.1. The Client must provide safe and unobstructed access to the installation site.

8.5.2. If the Client fails to provide access after two (2) scheduled appointments, a R250 cancellation fee will apply, and the Client must reschedule.

8.5.3. For fibre installations requiring body corporate or landlord approval, the Client is responsible for obtaining such approval before installation.

9. CONTRACT TERM, CANCELLATION, AND TERMINATION

9.1 Minimum Term

9.1.1. Most business services have a minimum Initial Term of 12, 24, or 36 months as specified in the Service Schedule.

9.1.2. Home services are generally month-to-month unless otherwise stated.

9.1.3. The Initial Term commences on the Service Activation Date.

9.2 Early Cancellation by Client (Business Services)

9.2.1. If the Client cancels before the end of the Initial Term, they must pay 100% of the remaining monthly fees for the entire Initial Term.

9.2.2. This fee compensates us for installation costs, hardware subsidies, and lost revenue.

9.2.3. This fee is a genuine pre-estimate of our loss and is not a penalty.

9.3 Early Cancellation by Client (Home Services)

9.3.1. Home services are month-to-month. The Client may cancel with 30 days’ written notice.

9.3.2. However, if the Client cancels within the first 12 months of activation on a promotional (free installation) package, they must pay the full installation fee (R2,599).

9.3.3. For LTE SIM + Device packages, if the Client cancels within 6 months of activation, a cancellation fee of R1599 applies (device clawback).

9.4 Procedure to Cancel

9.4.1. The Client must submit a written cancellation request via email to cancellations@lebzology.co.za.

9.4.2. Cancellation is not complete until the Client receives our written confirmation.

9.4.3. Verbal requests or calls are not valid. This is to ensure a clear audit trail.

9.4.4. To avoid charges for the following month, cancellation requests must be received before the 15th day of the current month.

9.4.5. For month-to-month services, the 30-day notice period begins on the date we receive the written request.

9.5 Termination by Lebzology

9.5.1. We may suspend or terminate service immediately if the Client:

Breaches these Master Terms or any Service Schedule

Fails to pay any amount due (after 7 days’ written notice)

Uses the service for illegal activities

Violates the Acceptable Use Policy (AUP)

Provides false or fraudulent information during sign-up

Becomes insolvent or enters business rescue

9.5.2. Upon termination for cause, no refunds will be issued, and all outstanding amounts become immediately due.

9.6 Equipment Return upon Cancellation

9.6.1. Any rented or Lebzology-owned equipment must be returned within 14 days of cancellation.

9.6.2. Equipment must be returned to us. Confirm the address with us first.

9.6.3. Non-return fees (as specified in the Service Schedule) will be charged to the Client’s last invoice method if equipment is not returned or is returned damaged.

9.6.4. Return shipping costs are borne by the Client unless the cancellation was due to our breach.

9.7 No Refunds for Partial Months

No refunds or credits will be issued for partial months of service, regardless of the reason for cancellation.

10. FAIR USAGE POLICY (FUP)

10.1. All “Uncapped” services are subject to our Fair Usage Policy (FUP), available on our website.

10.2. The FUP ensures fair network access for all customers by managing excessive usage that may degrade network performance.

10.3. Current FUP thresholds for Uncapped LTE:

Package	High-Speed Allocation	Speed After Threshold
LTE 20Mbps Uncapped	100GB	Reduced to 4Mbps
LTE 50Mbps Uncapped	150GB	Reduced to 4Mbps
LTE 100Mbps Uncapped	500GB	Reduced to 10Mbps
Wireless Plus Uncapped	1,000GB (1TB)	Reduced to 10Mbps

10.4. Data used between 12:00 AM (midnight) and 6:00 AM does not count toward your monthly FUP threshold.

10.5. You will receive SMS notifications at 80% and 100% of your monthly threshold.

10.6. Full speed resets on the 1st day of each calendar month.

10.7. The FUP thresholds may be changed on 30 days’ written notice.

10.8. Throttling vs Shaping:

Throttling: A general speed reduction applied to your entire connection after exceeding your FUP threshold.

Shaping: Certain types of traffic (e.g., large downloads) may be deprioritised during peak hours (typically 6pm–10pm) while browsing and video calls remain fast.

10.9. Business LTE plans have higher FUP thresholds and business-hours prioritisation (see Service Schedule).

11. SERVICE LEVEL AGREEMENT (SLA)

11.1. Service Level Agreements (SLAs) are only available on Enterprise/Dedicated Fibre plans and certain Business LTE plans as specified in the Service Schedule.

11.2. Business Broadband Fibre is a best-effort service. No uptime guarantee or SLA applies.

11.3. Where an SLA is included, it will specify:

Uptime percentage guarantee (e.g., 99.9%)

Fault response time

Restoration time target

Service credits for failure to meet targets

11.4. SLA exclusions include:

Load-shedding or power outages at the Client’s premises

Fibre cable theft or vandalism

Third-party network failures (FNOs, upstream providers)

Client-side equipment failure or configuration

Force majeure events

Scheduled maintenance (advance notice provided)

11.5. Service credits (if applicable) are applied as a credit to the Client’s account, not as a cash refund.

12. DATA PROTECTION & PRIVACY (POPIA)

12.1. We process personal information in compliance with the Protection of Personal Information Act 4 of 2013 (POPIA).

12.2. Our Privacy Policy (available on our website) details:

What personal information do we collect

How we use and store it

Who we share it with

Your rights to access, correct, and delete your information

12.3. The Client consents to the processing of their personal information as described in our Privacy Policy by using our services.

12.4. We may be required to retain certain information for legal compliance, including:

RICA records (duration of service plus as required by law)

Tax and financial records (5 years)

12.5. The Client has the right to:

Access their personal information

Request correction of inaccurate information

Object to processing (subject to legal limitations)

Lodge a complaint with the Information Regulator

12.6. For CCTV products, the Client is solely responsible for POPIA compliance regarding the recording of individuals on their property, including displaying appropriate signage.

13. SMART HOME PRODUCTS (CCTV, MESH WIFI, SENSORS)

13.1. No Installation Service: All smart home products are sold on a DIY basis. The Client is responsible for physical installation, mounting, and configuration.

13.2. Remote Support Only: We provide remote setup support via WhatsApp or phone but do not send technicians to site.

13.3. No Subscription: CCTV products record to local storage (NVR, SD card, or PC). No cloud subscription is required or included. The Client is responsible for maintaining their own storage media.

13.4. Coverage Disclaimer: Mesh WiFi coverage claims are manufacturer estimates. Actual coverage varies based on wall thickness, interference, and home layout. We do not guarantee the elimination of all dead zones.

13.5. Compatibility: The Client’s existing WiFi network must meet minimum requirements for smart home devices. We recommend a mesh WiFi system for larger homes.

13.6. Return Policy: Smart home products may be returned within 7 days of delivery if unopened and in original packaging. Once installed or opened, returns for change of mind are not accepted.

13.7. Liability Disclaimer: We are not liable for:

Injury during DIY installation (e.g., falls from ladders)

Damage to property during installation (e.g., drilled cables, fallen equipment)

Theft of footage or equipment (local storage only)

Failure of CCTV to capture specific incidents

Privacy violations caused by improper camera placement

14. ACCEPTABLE USE POLICY (AUP)

14.1. The Client agrees to comply with our Acceptable Use Policy (AUP), available on our website.

14.2. The AUP prohibits, among other things:

Illegal activities

Network security threats (hacking, DDoS, port scanning)

Spam and unsolicited communications

Network abuse (excessive bandwidth, open relays)

Prohibited content (hate speech, harassment, child pornography)

14.3. Violation of the AUP may result in immediate suspension or termination of services without refund.

14.4. The Client is responsible for any misuse of the service that occurs through their account, including by unauthorised persons gaining access.

14.5. We reserve the right to monitor our network for compliance with the AUP, subject to applicable privacy laws.

15. LIMITATION OF LIABILITY

15.1. Our total liability to the Client for any claim arising from these Master Terms or any Service Schedule shall be limited to the total fees paid by the Client in the 3 months preceding the event giving rise to the claim.

15.2. We are not liable for any indirect, incidental, special, punitive, or consequential damages, including but not limited to:

Loss of profits, revenue, or business opportunities

Loss of data or corruption of data

Loss of goodwill or reputation

Business interruption

Costs of substitute services

Theft of goods despite CCTV

Damage caused by load-shedding or power fluctuations

15.3. Specific disclaimers:

We are not responsible for downtime caused by load-shedding affecting the Client’s premises. The Client is advised to secure their own UPS.

We are not responsible for fibre cable theft, vandalism, or damage caused by third parties.

We are not responsible for outages or degraded performance caused by upstream providers (FNOs, MTN, Vodacom, Telkom, BitCo, iConnect).

We are not responsible for the accuracy of coverage information provided by third parties.

We are not responsible for the content accessed via our services.

15.4. This limitation of liability applies even if we have been advised of the possibility of such damages.

15.5. Certain legislation (including the Consumer Protection Act) may imply warranties or conditions or impose obligations that cannot be excluded or restricted. Our liability is limited to the maximum extent permitted by law.

15.6. Where our liability cannot be excluded, it is limited to:

Re-supplying the relevant service; or

Refunding the cost of the relevant service (at our discretion)

16. INDEMNIFICATION

The Client agrees to indemnify and hold harmless Lebzology (Lations Telecom (Pty) Ltd), its directors, employees, agents, and affiliates from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from:

16.1. The Client’s use of the services in violation of these Master Terms or any Service Schedule.

16.2. The Client’s violation of any applicable law, including but not limited to POPIA, RICA, and the Electronic Communications Act.

16.3. The Client’s violation of any third-party rights, including intellectual property rights.

16.4. Any content transmitted or stored by the Client using our services.

16.5. The Client’s DIY installation of smart home products.

16.6. Any act or omission of the Client’s employees, contractors, or authorised users.

17. FORCE MAJEURE

17.1. Neither party shall be liable for any delay or failure to perform its obligations under these Master Terms (other than payment obligations) if such delay or failure results from events beyond the party’s reasonable control, including but not limited to:

Acts of God (fire, flood, earthquake, extreme weather)

War, terrorism, riots, civil unrest

Labour strikes or lockouts

Load-shedding or grid failure (beyond the scheduled and published Eskom schedules)

Fibre cable theft or vandalism

Third-party network failures (FNOs, upstream providers)

Government actions or regulations

Pandemics or epidemics

17.2. The affected party shall notify the other party as soon as reasonably practicable and shall use reasonable efforts to mitigate the effects of the force majeure event.

17.3. If the force majeure event continues for more than 30 days, either party may terminate the affected services without penalty.

17.4. Load-shedding: Scheduled load-shedding is not a force majeure event. The Client is responsible for providing UPS backup. Unscheduled grid failure beyond stage 4 may be considered force majeure.

18. CHANGES TO TERMS

18.1. We may update these Master Terms with 30 days’ written notice (email or website notice).

18.2. The notice will specify the effective date of the changes.

18.3. Continued use of our services after the effective date constitutes acceptance of the new terms.

18.4. If the Client objects to the changes, they may terminate the affected services without penalty, provided written notice is received within 14 days of the change notice.

18.5. For material changes that increase the Client’s obligations or reduce our liability, we will obtain explicit consent where required by law.

19. GOVERNING LAW AND DISPUTE RESOLUTION

19.1 Governing Law

These Master Terms and any Service Schedule shall be governed by and construed in accordance with the laws of the Republic of South Africa.

19.2 Dispute Resolution

19.2.1. Any dispute arising from or relating to these Master Terms or any Service Schedule shall first be referred to good-faith negotiation between the parties.

19.2.2. If the dispute cannot be resolved through negotiation within 14 days, either party may refer the dispute to confidential arbitration in Cape Town.

19.2.3. The arbitration shall be conducted in English before a single arbitrator agreed upon by the parties, or failing agreement, appointed by the Arbitration Foundation of Southern Africa (AFSA).

19.2.4. The arbitration award shall be final and binding on the parties.

19.2.5. Each party shall bear its own legal costs.

19.3 Jurisdiction

Notwithstanding the arbitration clause, either party may seek urgent interim relief from the Magistrate’s Court in Cape Town or the High Court of South Africa (Western Cape Division).

19.4 Consumer Protection Act

Where the Client is a “consumer” under the CPA, any provision of these Master Terms that is unfair, unreasonable, or unjust may be declared unenforceable by a court. This does not affect the validity of the remaining provisions .

20. ENTIRE AGREEMENT

20.1. These Master Terms, together with the signed Service Schedule(s) and any other documents expressly incorporated by reference, constitute the entire agreement between the parties.

20.2. They supersede all prior agreements, understandings, representations, and discussions, whether written or oral.

20.3. No amendment or variation of these Master Terms shall be effective unless in writing and signed by both parties (except as provided in clause 18).

21. NOTICES AND CONTACT INFORMATION

21.1 Delivery of Notices

Any notice required or permitted under these Master Terms shall be in writing and delivered to the addresses set out below.

Notices shall be deemed received:

If delivered by hand: on the day of delivery

If sent by registered post: 5 business days after posting

If sent by email: on the day of sending (if no bounce-back received)

If sent by WhatsApp: when the “delivered” receipt appears

21.2 Addresses for Notices

To Lebzology:

Email (legal): legal@lebzology.co.za

Email (cancellations): cancellations@lebzology.co.za

Email (privacy): privacy@lebzology.co.za

To the Client:

The email address and physical address provided during sign-up.

The Client must notify us of any change of address within 7 days.

21.3 Contact Information

General Enquiries: info@lebzology.co.za

Support: support@lebzology.co.za

WhatsApp Support: 069 250 0877

Phone Support: 021 180 5461

22. SEVERABILITY

If any provision of these Master Terms or any Service Schedule is found to be illegal, invalid, or unenforceable under applicable law, the remaining provisions shall continue in full force and effect. The parties shall negotiate in good faith to replace the invalid provision with a valid provision that achieves the original commercial intent.

23. WAIVER

No failure or delay by either party in exercising any right, power, or privilege under these Master Terms shall operate as a waiver thereof. Any waiver must be in writing and signed by the waiving party. A waiver of any breach shall not constitute a waiver of any subsequent breach.