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Kuuh Internet Services (Pty) Ltd

Support: info@kuuh.co.za
Complaints: complaints@kuuh.co.za
Website: www.kuuh.co.za

Keeping you connected to the world with quality internet.

Customer Terms for Kuuh Internet Services

Month-to-month, prepaid internet services in supported buildings and developments.

Terms & Conditions

Please read these Terms carefully. They explain the basis on which Kuuh provides internet services and how billing, support, equipment, cancellations, privacy and complaints are handled.

Quick Navigation

  1. About These Terms
  2. Key Service Rules at a Glance
  3. Definitions
  4. Service Availability and Coverage
  5. Billing and Payment
  6. Equipment
  7. Support, Faults, Visits, and Charges
  8. Service Credits and Refunds
  9. Package Changes
  10. Cancellation
  11. Pause Requests
  12. Account Holder, Tenants, and Shared Occupancy
  13. Authority for Account Actions and Notices
  14. Communications and Notices
  15. Non-acceptable Use
  16. Privacy and Data Protection
  17. Access to Information
  18. Complaints and Escalation
  19. Limitation of Liability
  20. Changes to These Terms
  21. General
  22. Contact Details

1. About These Terms

These Terms and Conditions explain the basis on which Kuuh Internet Services (Pty) Ltd ("Kuuh", "we", "us" or "our") provides internet services to customers ("you" or "your").

By signing up for or using Kuuh's services, you agree to these Terms and Conditions.

2. Key Service Rules at a Glance

  • Services are provided on a month-to-month, prepaid basis.
  • Your service renews on your monthly billing date.
  • You may cancel at any time during your billing cycle through Kuuh's Official Channels.
  • A service pause must be requested before the start of the next billing cycle.
  • Some equipment remains Kuuh's property unless ownership has transferred in writing.
  • Charges may apply for damage, no-show call-outs, or advanced support.
  • Credits may apply for qualifying downtime caused by Kuuh network outages.
  • Service may be restricted, suspended, or disconnected if payment is not received.

3. Definitions

Key terms include Account Holder, App/Portal, Billing Date, Equipment, Installation Address, Official Channels, ONT, Pause, Planned Maintenance, Qualifying Downtime, Service, Supported Building/Development.

4. Service Availability and Coverage

Kuuh provides service only where network availability, building access, infrastructure, and capacity allow. Service availability may vary depending on external factors. Kuuh does not guarantee uninterrupted service.

5. Billing and Payment

  • Payment is due on or before your Billing Date.
  • Failure to pay may result in restriction, suspension, or disconnection.
  • Grace periods may be allowed at Kuuh’s discretion.
  • Reconnection depends on payment confirmation and operational availability.
  • Billing Date changes may result in pro-rata adjustments.
  • Payment methods include electronic and supported cash-based options.
  • The Account Holder remains responsible for all amounts due.

6. Equipment

  • Kuuh-owned equipment remains Kuuh’s property unless ownership is transferred.
  • Device fee: R200 (not full ownership price).
  • Full ownership price: R850 (R200 fee + R650 balance).
  • Return payment: R200 if device is returned in acceptable condition.
  • Replacement charge: R850 if device is lost, stolen, or damaged.
  • Customer-owned routers are the customer’s responsibility.

7. Support, Faults, Visits, and Charges

Support is available via WhatsApp, email, Kuuh App/Portal, and other Official Channels. Kuuh may charge for no-shows, customer-caused faults, or advanced support. Network-side issues are repaired at no charge.

8. Service Credits and Refunds

Credits may apply for qualifying downtime. Refunds may be considered for duplicate/incorrect payments, activation delays, or legal requirements. Refunds are paid by EFT only.

9. Package Changes

Upgrades and downgrades are subject to availability, feasibility, and account status. Pro-rata charges may apply for mid-cycle upgrades.

10. Cancellation

You may cancel at any time through Official Channels. Cancellation usually takes effect at the end of the current billing cycle. Equipment must be returned unless ownership has transferred.

11. Pause Requests

Pauses must be requested before the billing cycle begins. Kuuh may approve a Pause for up to one month.

12. Account Holder, Tenants, and Shared Occupancy

Account Holder remains responsible for charges and lawful use. Kuuh is not a party to disputes between occupants.

13. Authority for Account Actions and Notices

Kuuh may rely on instructions from the verified Account Holder. Proof of authority may be required.

14. Communications and Notices

Kuuh communicates through Official Channels. Customers must keep contact details up to date.

15. Non-acceptable Use

Service may not be used for unlawful purposes, fraud, spam, interference, malware, or rights infringement.

16. Privacy and Data Protection

Kuuh processes personal information in accordance with POPIA. Customers may have rights to access, correction, and deletion.

17. Access to Information

Kuuh makes certain information available in accordance with PAIA. The PAIA Manual is available on the Kuuh website.

18. Complaints and Escalation

Complaints may be lodged through Official Channels. Escalation is possible if unresolved.

19. Limitation of Liability

Kuuh is not liable for service interruptions, delays, or damages beyond its reasonable control.

20. Changes to These Terms

Kuuh may update Terms and will communicate changes through Official Channels.

21. General