Residential Voice Services

TelOne Telecommunication Services Terms and Conditions

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The provision of telecommunication products and services by TelOne shall be subject to the terms and conditions stated herein:

1. Definitions

Account- means the account maintained by TelOne in its books for services provided to the Customer;

ADSL-means Asymmetric Digital Subscriber line;

Agreement-means the TelOne Application Form for Telecommunication Services, read together with these terms and conditions and any payment instructions, letters and annexes thereto;

Business day- means any day other than a Sunday or a public holiday in


Customer Services Help or Call Centre-means the TelOne offices at which Customers may report faults or raise queries in relation to the provision of telecommunication services;

Customer-means any user or subscriber using or requesting publicly available telecommunication services;

Due/Payment date- means the date on which payment of the amounts due for service/s provided or to be provided by TelOne;

Modem:-means a Modulation and Demodulation device for transmitting digital data over telephone wires;

Service/s-means data or internet or fixed line or leased circuits telecommunication service that may be provided by TelOne to a Customer who applies for such service. POS Machine-Point of Sale swiping machine;

Subscriber:-means any person who is a party to an agreement with TelOne for the provision of telecommunication services.

2. Services and obligations

a) TelOne will endeavor to provide the Customer with the required services in accordance with accepted industry practice.

b) For ADSL, Data and related services, the Customer maybe required to purchase the necessary apparatus or equipment such as routers or modems to enable TelOne to provide the required service. In the event that the Customer has to purchase apparatus or equipment, TelOne will carry out the preliminary assessments and advise the Customer of the requirements of the particular service.

c) The Customer shall be obliged to immediately bring to the attention of TelOne’s Customer Services Help Desk or Call Centre staff any malfunctioning, fault, query or complaint regarding the telecommunication equipment installed or services provided by TelOne by dialing the number 950 or any other number that may be availed to the Customer by TelOne.

3. Payments

The Customer shall make payments for post-paid services on or before the due date, without set-off and free of any bank charges or deduction. Payment for services may be made in any of the following ways:

a) In cash at any TelOne Customer Services Centre, Exchange or banking hall; or

b) By cash or cheque deposit into TelOne’s Bank account (to be provided on request); or

c) By cash or cheque deposit using specialized deposit slips provided in any one of the banks with a TelOne bill-payment facility; or

d) By mobile money transfer, or internet banking or POS machine transfer, where such facility is available.

4. Costs

4.1. The Customer shall be liable to pay interest on any overdue or outstanding amounts at the rate of 3% per month. The interest will:

a) accrue daily and will be calculated on the basis of a 365 day –year, irrespective of whether or not the year in question is a leap year; and

b) be calculated on the monthly outstanding balance, notwithstanding that such balance may have increased by being debited with interest thereon.

4.2. The interest rate may be varied from time to time in line with market conditions. Any variation on the interest rate will be notified in writing to the Customer, provided that any delays in notifying the Customer of the variation shall not invalidate the claim for the new interest rate.

4.3. The Customer shall be liable to pay 10% collection commission, attorney and client costs and any other legal costs incurred by TelOne in the event of legal proceedings being instituted against the Customer for a failure to pay for services provided.

5. Applicable tariffs

a) Tariffs/charges for services shall be as approved by the Postal and Telecommunications Regulator of Zimbabwe (POTRAZ), which tariffs will be provided to the Customer upon request.

b) Tariffs/charges may be increased as and when approved by

POTRAZ and TelOne shall use its best endeavours to give the Customer notice of any such increase as soon as possible, by advertising in the national print media before implementation.

c) Tariff tables will also be available on the TelOne website or at its Customer Services outlets.

6. Limitation of liability

TelOne shall not be liable to the Customer for any consequential damages or losses, howsoever arising, from the provision of any services under these terms and conditions.

7. Suspension and termination of services

7.1. TelOne shall be entitled to temporarily suspend services without notice, if the Customer fails to pay any amount due within a period of thirty (30) days from the due date. In the event of such temporary suspension of service, the Customer shall still be liable for payment of rental charges for the fixed line .If the Customer still fails to pay the outstanding amount due for usage and rentals, within a further period of thirty (30) days, TelOne shall proceed to terminate the services and take the necessary legal action against the Customer to recover the full amount owing as at the time of such termination.

7.2. If, during the suspension period or at any point in time, the Customer no longer requires the services applied for, the Customer shall be obliged to give notice to TelOne of its intention to terminate services by signing the relevant termination form or sending to TelOne a written notice of termination of services. The Customer shall be liable to pay to TelOne any amounts owing as at the time of such termination, for services already provided to the Customer.

7.3. Failure by TelOne to suspend or terminate services when the Customer has defaulted in making due payment shall not be taken as a waiver of TelOne’s right to claim all the amounts due for services provided to the Customer.

8. Set-off and realization

In cases where the Customer also provides any form of service to TelOne, the Customer agrees that in the event of a default on his/her part to pay any amounts owing for services provided by TelOne, TelOne may, without notice to the Customer, set off such amounts against any amount owed by TelOne to the Customer.

9. Force majeure (events beyond TelOne’s control)

TelOne shall not be liable for any loss suffered by the Customer, attributable to any delay or failure by TelOne to perform its obligations by reasons beyond its reasonable control or resulting directly or indirectly from the action or inaction of government or government authority or a failure in electricity supply, where applicable, or a computer failure, riots, strikes, lock-outs, boycotts, blockades or, labour disputes, revolution, civil strife, change in legislation or extreme changes in market conditions or from any act of God like floods and earthquakes, provided that, notwithstanding the foregoing, TelOne shall notify the Customer of any such event and shall take all reasonable steps to overcome the effects of any such event where possible. A continuation of such an event for a period of sixty (60) days shall entitle the Customer to terminate the agreement, provided that the Customer shall be obliged to pay for all services received from TelOne before the event of force majeure.

10. Variation and Renewals

a) TelOne may vary these terms and conditions from time to time on written notice to the Customer. No such variation shall be of any force or effect unless it is recorded in writing and signed by both TelOne and the Customer.

b) Renewal of the agreement for the provision of services, where applicable, may be on the same or different terms.

11. Assignment

a) The Customer shall not assign, cede or transfer a part or any of its rights, obligations or benefits under the agreement for the provision of services, without TelOne’ s prior written consent.

b) In the event that the Customer wishes to transfer his/her rights in any service to another, where this is possible, the Customer shall duly notify TelOne in writing or by filling in the necessary transfer form found at TelOne Service Centres.

c) Failure by the Customer to notify TelOne of any assignment or transfer of rights in services shall not release the Customer from his/ her obligations to pay for services provided by TelOne.

12. Address for service

a) The Customer chooses the address provided on the application form for Telecommunication Services (attached to these terms and conditions) for the service of any legal notice, correspondence or process.

b) The Customer may change this address to any other physical address in Zimbabwe by giving written notice to TelOne.

c) Any notice sent to the Customer by registered post will be deemed to have been validly given on the 5th business day after posting and if delivered by hand, it will be deemed to have been received on the day of delivery.

d) For any other purpose, the Customer may accept notification by email to the email address provided on the Application form for Telecommunication Services, or to any other email address that the Customer may notify in writing to TelOne.

13. Statements/Bills

a) TelOne will, on a monthly basis, provide the Customer with a statement/bill of account for post-paid services provided.

b) The statement/bill will show the amount due for services provided, rentals, where applicable, value added tax, the due date and interest where the account is overdue.

c) Failure by TelOne to provide a statement/bill of account shall not be an excuse by the Customer not to pay for services provided.

14. Jurisdiction and Dispute resolution

a) For claims for unpaid bills, the parties consent to the jurisdiction of any Magistrates Court in Zimbabwe, irrespective of the amount involved. TelOne reserves the right to institute proceedings in the High Court of Zimbabwe.

b) Reference of a claim for unpaid bills to the ordinary courts shall not preclude the right of either TelOne or the Customer to refer any dispute for determination by POTRAZ, howsoever arising, under the agreement for the provision of services.

15. General

a) Under these terms and conditions, unless inconsistent with the content, words signifying the singular include the plural and vice versa.

b) No indulgence or extension of time granted by TelOne to the Customer will operate as a waiver of its rights to payment.

c) Each provision of these terms and conditions is severable from the others and if any provision is found to be illegal, invalid, defective or unenforceable by any competent court of law, it shall be severable from the rest of the provisions and the remaining provisions shall remain in full force and effect.

d) The agreement created on acceptance of services from TelOne constitutes the whole agreement between the Customer and TelOne relating to the subject matter. Unless varied by the Parties, these terms and conditions will apply to any additional services, provided to the Customer from time to time.

e) The agreement for services will be governed, interpreted and construed in accordance with the laws of the Republic of Zimbabwe.

16. Privacy and confidentiality

TelOne shall take all reasonable steps to protect the Customer’s personal information. However, TelOne is obliged to verify any information supplied by the Customer on the application form for Telecommunication Services. The Customer agrees that TelOne may:

a) hold and process by computer or otherwise, any information obtained about the Customer as a consequence of the services contemplated in the application;

b) disclose the Customer’s personal data and/ or information to TelOne’s external lawyers, auditors, sub-contractors or persons acting as Tel•One’s agents;

c) disclose such information to licensed credit reference agencies or any other creditor if the Customer is in breach of this agreement;

d) disclose such information if compelled to do so by law and for the purpose of exercising any power , remedy, right, authority or discretion relevant to this agreement. Any such disclosure will not be deemed to be a breach of any duty to confidentiality and shall be made without reference to the Customer or requirement by TelOne to justify such disclosure.

17. Over-Usage

The customer acknowledges that any over-usage of the Internet above and beyond that which is set by Tel•One as the fair use limit might result in service cut off. TelOne Residential Unlimited Packages carry a 1TB fair use limit and Enterprise carry a 2 TB fair use limit which can be adjusted as per the discretion of Tel•One from time to time.

18. Currency clause

Payment for services shall be made in the currency of the account as at the time of application for such services.

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