Terms & Conditions

1. Who we are

These Terms & Conditions (“Terms”) are a binding agreement between you (“you”, the “customer”) and UrbanLink Networks (Pty) Ltd, registration number 2026/421884/07, a private company incorporated in the Republic of South Africa, with its address at 10 Howick Street, Wierdapark, Centurion, 0157(“UrbanLink”, “we”, “us”).

They apply to our managed in-building connectivity service. UrbanLink PMS (our property-management software) and our IT support services are provided under separate agreements and are not covered here.

2. Definitions

• Service — the managed Wi-Fi / internet access we provide in a building you occupy.
• Network — the routers, switches, access points, cabling and equipment we install, own and operate in the building.
• Plan — the subscription or pass you select (for example Day, Week, Standard, Pro, Office LAN or General Wi-Fi).
• Building owner — the landlord or property owner with whom we hold a separate build-operate agreement.

3. Accounts & eligibility

You must be 18 or older (or have a parent/guardian agree on your behalf) and provide accurate registration details. You are responsible for keeping your password secure and for activity on your account. The Service is only available in buildings where UrbanLink has installed a network. Tell us promptly if you suspect unauthorised use of your account.

4. The Service

We provide internet access over the Network. Speeds are “up to” the stated rate and depend on factors outside our full control (your device, signal, the number of users, and upstream capacity). Network availability and our uptime commitment are described in our Service Level Agreement. Your use of the Network must comply with our Acceptable Use Policy.

“Uncapped” plans are subject to fair-use and reasonable network-management measures to protect the experience of all users, as set out in the Acceptable Use Policy.

5. Plans, pricing & payment

Current plans and prices are shown on our Plans page and are quoted in South African Rand (ZAR). UrbanLink is not a registered VAT vendor, so no VAT is charged and the listed price is the final amount payable.

• Free Trial — a 5-day trial (up to 2 devices), one per new resident, with no card required.
• Day & Week passes — prepaid, once-off access that activates immediately on payment.
• Monthly plans (Standard, Pro) and commercial packages — billed monthly in advance and auto-renew each month until you cancel.
• Commercial Office LAN includes a once-off installation fee as listed.

Payments are processed by our payment partner, Paystack. By providing payment details you authorise us (via Paystack) to charge the applicable recurring fee. We do not store your full card details. If a payment fails, we may suspend the Service until payment is made.

6. Cancellation & refunds

Monthly plans are month-to-month with no fixed contract — you may cancel at any time. Cancellation stops the next renewal; your access continues until the end of the period you have already paid for. We do not provide refunds or pro-rata credits for the remainder of a current paid period once it has started.

Prepaid Day and Week passes are non-refundable once activated, as the Service is made available immediately. Where the Consumer Protection Act, 2008 or the Electronic Communications and Transactions Act, 2002 grants you a statutory cooling-off or cancellation right, that right applies and is not limited by this clause — note that these rights generally do not apply to services already supplied and consumed at your request.

Service credits for missed uptime are handled under the Service Level Agreement.

7. Network & equipment

UrbanLink funds, installs, owns, insures and maintains the Network. The equipment remains our property at all times. You may not move, tamper with, open, resell or interfere with it. You are responsible for your own devices. On termination of our agreement with the building owner, we may remove our equipment.

8. Suspension & termination

We may suspend or terminate your access if you breach these Terms or the Acceptable Use Policy, if payment fails, if required by law, or if our agreement for the building ends. We will give reasonable notice where practical. You may close your account at any time via the portal or by contacting us.

9. Liability

We provide the Service with reasonable skill and care, but we do not warrant that it will be uninterrupted or error-free. To the extent permitted by law, UrbanLink is not liable for indirect, incidental or consequential loss, loss of data, loss of profit, or loss arising from third-party networks, your equipment, or events beyond our reasonable control. Nothing in these Terms excludes liability that cannot lawfully be excluded, including your rights under the Consumer Protection Act. Where we are liable, our total liability in any month is limited to the fees you paid for that month.

You agree to indemnify us against claims arising from your breach of these Terms or your unlawful use of the Service.

10. Privacy

We process your personal information in line with the Protection of Personal Information Act, 2013 (POPIA) as described in our Privacy Policy. By using the Service you acknowledge that policy.

11. Changes to these Terms

We may update these Terms from time to time. We will post the updated version here with a new “last updated” date and, for material changes, give reasonable notice. Continuing to use the Service after a change means you accept the updated Terms.

12. Governing law & disputes

These Terms are governed by the laws of the Republic of South Africa. We aim to resolve complaints directly — please contact us first. You may also refer a dispute to the relevant regulator or a competent South African court.