Terms and Conditions

Terms and Conditions

1. Jurisdiction and Governing Law
– The Applicant consents to the jurisdiction of any competent Magistrate’s Court in South Africa for the adjudication of any legal dispute between Stilnetworks and the Applicant. These terms and conditions will be construed and interpreted according to the laws of the Republic of South Africa.

2. Variation and Cancellation
– The Applicant acknowledges that these terms and conditions may not be varied or canceled except in writing and signed by both Stilnetworks and the Applicant.

3. Severability
– If any terms of this contract are found to be invalid, unlawful, or unenforceable, such terms will be severable from the remaining terms, which will continue to be valid and enforceable.

4. Support Services
– Free Telephonic Support: Dial 084 573 0880 or send an SMS/WhatsApp to 084 573 0880.
– After Hours Support: WhatsApp 084 770 8228.
– On-site support is charged at Stilnetworks’ current rates.

5. Installation
– Installation of equipment is offered at a once-off price according to Stilnetworks’ current rates, inclusive of travel, brackets, cables, antennas, etc.
– The installation includes connecting TVs, PCs, or other equipment already networked to the Internet on the day of installation.
– Additional cabling for PCs and extra networking can be quoted separately.
– The Wireless Installer has sufficient knowledge to connect PCs to the internet but is not an IT technician and does not perform IT maintenance or support.

6. Scope of Service
– Stilnetworks only supplies and maintains wireless connections with relevant content (Internet, VPN, CCTV, etc.).
– Stilnetworks does not provide IT support or maintenance. Their responsibility ends with the connection to the customer’s internal equipment.
– Any IT-related work must be attended to separately by Stilnetworks’ agents, the customer’s IT personnel, or their IT support company.

7. Lightning Protection
– There is no guarantee against lightning damage to the equipment. Customers are advised to take necessary precautions to avoid lightning damage, such as unplugging both cables from the PoE (Power over Ethernet).

8. Value Uncapped Packages
– All Value Uncapped Packages are based on high priority.
– Stilnetworks does not provide email addresses, but customers may use free email providers such as Gmail.

9. Price Modifications
– Stilnetworks reserves the right to modify prices with 30 days’ notice. New pricing will apply to this agreement after the notice period unless the agreement is canceled in writing by either party.

10. Payment and Cancellations
– Payment Options: Monthly by EFT, or through our office facilities.
– Cancellations require 30 days’ written notice.

Stil Networks - Customer Code of Conduct

Licensee: CM Stoffberg trading as Stil Networks (Pty) Ltd
ICASA licences: 1526/CECS/APR/2020 and 1526/CECNS/APR/2020
Effective date: October 2026

Our commitment to customers

Stil Networks is committed to providing honest information, treating customers fairly and respectfully, protecting customer information, and addressing complaints responsibly.

This Code explains our commitments when providing internet services. It should be read alongside your service agreement and applicable terms and conditions. Nothing in this Code removes your rights under applicable law.

Customer rights and service information

We will provide clear information to help you choose a suitable service, including:

  • Available packages, coverage and installation requirements.
  • Package speeds, data allowances and applicable usage restrictions.
  • Monthly charges, installation charges and other applicable fees.
  • Contract duration, renewal, cancellation and equipment arrangements.
  • How to obtain support, report faults and lodge complaints.

We will describe material service limitations and avoid misleading claims about coverage, performance or availability.

Prices and contracts

We will explain applicable charges and whether VAT is included before you accept a service.

We will make the relevant terms available before you enter into an agreement and provide a copy of your agreement on request. These terms will explain payment obligations, cancellation, suspension, reconnection and any applicable charges.

Changes to prices or contract terms will be communicated in accordance with your agreement and applicable law.

Language and accessibility

Customers may request assistance or an explanation of this Code in their preferred official language. We will explain the assistance available and arrange appropriate language assistance where required.

Customers who need an accessible format or additional assistance may contact us using the details below.

Privacy and confidentiality

We will protect the confidentiality of customer information and communications, subject to lawful obligations.

We will use personal information for legitimate purposes relating to our services and legal obligations. We will apply appropriate safeguards and limit access to authorised persons who need it for their work.

Questions about the use or protection of your information may be directed to our customer contact below.

Billing and payment

We will provide understandable billing information and explain charges on request.

Customers may query or dispute a charge through our complaints process. We will investigate and explain the outcome, correcting errors where identified.

Payment reminders, debt collection, suspension and reconnection will be handled fairly and in accordance with applicable law and the service agreement. Customers should continue paying undisputed amounts while a billing dispute is investigated.

Faults and defective equipment

Please report service faults or faulty equipment through our customer support channels.

We will investigate, explain the proposed action and keep you informed of progress. Depending on the circumstances, the agreement and applicable law, remedies may include restoring service, repair, replacement, a credit or a refund.

This Code does not limit any remedy to which a customer is legally entitled.

Complaints procedure

You may lodge a complaint free of charge:

Email:  info@stilnetworks.co.za
Telephone: 028 754 1017
In person: 4 Perdekuil Avenue, Stilbaai, 6674

Please provide your name, account number, contact details, a description of the problem and any relevant supporting information. Never provide your password.

We will:

  1. Record your complaint and provide a reference number.
  2. Investigate it and keep you informed of progress.
  3. Aim to resolve it within 14 working days and explain any delay.
  4. Communicate the outcome and any proposed remedy.

If you are dissatisfied with the initial response, ask for the complaint to be escalated to management through the same contact channels, quoting your reference number.

Referring a complaint to ICASA

For complaints within ICASA’s jurisdiction, you must first complain to Stil Networks and obtain a reference number.

If your complaint remains unresolved after 14 working days, or you are dissatisfied with our response, you may refer it to ICASA in writing:

Email: consumer@icasa.org.za
Complaints guidance: https://www.icasa.org.za/pages/consumer-complaints-procedure

Include your complaint reference number, relevant correspondence and supporting documents. Some complaints fall under other authorities; ICASA’s guidance explains which matters it handles.

Implementation and review

Management is responsible for implementing this Code, informing relevant staff of their responsibilities, and reviewing complaints and customer feedback to identify improvements.

We will review this Code when our services, procedures or applicable requirements change. The current version will be published on our website and made available on request.