Last Updated: August 2026
These Terms & Conditions govern the use of products and services provided by Zub Connect. By placing an order, activating a service, purchasing equipment, or continuing to use a Zub Connect service, you agree to these Terms & Conditions.
Please read them carefully before purchasing.
1. About Zub Connect
Zub Connect provides connectivity products and related services, including Fibre, LTE, 5G, SIM cards, eSIMs, routers and other telecommunications solutions.
Certain services are delivered using third-party network infrastructure and suppliers. Zub Connect may therefore act as a reseller, intermediary or service provider in relation to selected products.
2. Service Availability and Coverage
Service availability is subject to network coverage and availability at the customer's location.
Customers are encouraged to confirm coverage before purchasing a service. However, coverage checks are based on information provided by network operators and do not guarantee signal quality, network performance or service availability at a specific location.
Actual speeds and performance may vary due to factors including:
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Network coverage
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Network congestion
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Location
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Building structure
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Weather and environmental conditions
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Device capability
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Router placement
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Signal strength
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Network maintenance or outages
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Other factors outside the reasonable control of Zub Connect
Advertised speeds represent the maximum or estimated capabilities of the applicable product or network and are not guaranteed.
3. Fair Usage Policy and Network Management
Certain uncapped or unlimited services are subject to a Fair Usage Policy ("FUP"), network management policy, speed restriction or other usage conditions imposed by the relevant network provider.
The applicable usage policy will be displayed on the relevant product page or communicated to the customer before or during activation.
Where a Fair Usage Policy applies, the customer's service may be subject to reduced speeds, network management or other restrictions once the applicable usage threshold has been reached.
For example, where a product specifies a usage threshold followed by a speed reduction, the stated product conditions will apply.
Zub Connect reserves the right to amend product specifications where required by changes made by the underlying network provider or supplier.
4. Compatible Devices and Routers
Customers are responsible for ensuring that their router, modem or other device is compatible with the selected service.
Certain LTE and 5G products may only be compatible with approved, specified or supported routers. The use of an incompatible, modified or unauthorised device may result in the SIM card or service being restricted, suspended or blocked by the relevant network provider.
Zub Connect will provide compatibility information where applicable. However, customers remain responsible for confirming compatibility before using their own equipment.
Zub Connect will not be held responsible for service interruptions caused by incompatible, faulty, modified or incorrectly configured customer-owned equipment.
5. Equipment and Routers
Equipment purchased from Zub Connect remains the customer's property once paid for in full, unless otherwise stated.
Where equipment is supplied as part of a promotional offer, discounted deal, rental arrangement or conditional package, additional terms may apply.
Customers are responsible for:
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Using equipment responsibly
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Protecting equipment against loss, theft or damage
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Following reasonable setup and operating instructions
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Not modifying or tampering with equipment where such modification may affect the service
Zub Connect may charge for the replacement of lost, stolen or damaged equipment where applicable.
6. SIM Cards and eSIMs
SIM cards and eSIM services may be subject to activation, registration and identity verification requirements.
Where RICA or other verification is required, the customer must provide complete, accurate and valid documentation.
Orders may remain on hold until all required information and documents have been received and successfully verified.
Zub Connect will not be responsible for delays resulting from incomplete, incorrect or invalid customer documentation.
Customers may not use SIM cards or eSIM services in a manner that violates applicable laws, network provider rules or the product's stated usage conditions.
7. Customer Information and RICA Compliance
Customers are responsible for providing accurate and up-to-date information when placing an order or registering for a service.
This may include:
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Full name
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Contact details
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Physical or residential address
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Identification documentation
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Proof of address
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Any other information reasonably required for verification or regulatory compliance
Zub Connect reserves the right to delay, suspend or cancel an order where required information is incomplete, inaccurate, fraudulent or cannot be verified.
8. Orders and Activation
An order does not guarantee immediate service activation.
Activation may depend on:
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Successful payment
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Stock availability
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Network coverage
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RICA or identity verification
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Supplier approval
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Technical compatibility
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Network provider activation processes
Estimated activation or delivery times are provided as guidelines unless specifically stated otherwise.
Zub Connect is not responsible for delays caused by network providers, couriers, suppliers, verification processes or circumstances outside its reasonable control.
9. Payments and Billing
Customers are responsible for paying all applicable fees associated with their selected product or service.
Recurring services must be paid according to the applicable billing cycle.
Where payment is not received by the required date, Zub Connect may, subject to applicable requirements:
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Restrict or suspend the service
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Charge applicable reconnection or administrative fees
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Refer outstanding accounts for collection where legally permitted
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Terminate the service following continued non-payment
Customers remain responsible for ensuring that their payment information is accurate and up to date.
A failed payment does not automatically cancel a service.
10. Price Changes
Zub Connect reserves the right to adjust the pricing of its products and services where reasonably necessary.
This may include changes resulting from:
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Supplier price increases
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Network provider pricing changes
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Regulatory changes
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Increased operational costs
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Changes to product specifications or network services
Where applicable, customers will receive reasonable notice of changes to recurring service fees.
11. Cancellations
Cancellation requests must be submitted through the appropriate Zub Connect support channel.
Customers remain responsible for all charges incurred up to the effective cancellation date.
Services may be subject to a notice period, minimum commitment period or additional cancellation conditions where these are clearly stated on the relevant product or promotional offer.
Customers should not cancel a payment method or debit instruction as a substitute for formally cancelling a service.
Stopping payment does not automatically cancel the customer's service agreement or outstanding obligations.
12. Refunds
Refund eligibility depends on the type of product or service purchased.
Once a telecommunications service, SIM card, eSIM or subscription has been activated, certain supplier, activation or service costs may not be recoverable and may therefore be non-refundable.
Refund requests relating to equipment may be subject to inspection and applicable consumer protection requirements.
Products must generally be returned in their original condition, including applicable packaging and accessories, where a return is accepted.
Delivery, activation, administrative or third-party costs may be deducted from a refund where legally permitted and where those costs have already been incurred.
Nothing in these Terms limits any rights that customers may have under applicable consumer protection legislation.
13. Promotional Offers
Promotional offers, discounts, free equipment and special pricing are subject to availability and may include additional conditions.
Unless otherwise stated:
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Promotions are available for a limited period or while stock lasts
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Promotions may not be combined with other offers
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Promotional products may be limited in quantity
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Promotional terms apply for the duration specified in the offer
Zub Connect reserves the right to correct obvious pricing or promotional errors.
Where a promotion includes equipment at a discounted price or at no additional upfront cost, the relevant promotional terms, including any minimum commitment or early cancellation conditions, will apply.
14. Network Providers and Third-Party Infrastructure
Many Zub Connect services rely on third-party network operators, suppliers and infrastructure providers.
Zub Connect does not control all aspects of these networks and cannot guarantee uninterrupted service at all times.
The relevant network provider may:
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Conduct maintenance
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Experience outages
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Modify network policies
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Change product specifications
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Apply network management practices
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Restrict the use of unsupported equipment
Where operationally necessary, Zub Connect may replace, modify or discontinue a particular product or underlying supplier, subject to reasonable notice where applicable.
15. Network Outages and Service Interruptions
Services may occasionally be interrupted due to planned maintenance, network outages, fibre breaks, infrastructure failures, power interruptions or other circumstances.
Zub Connect will make reasonable efforts to assist customers with fault reporting and communication where appropriate.
However, Zub Connect cannot guarantee restoration times where a fault is controlled or repaired by a third-party network provider.
Zub Connect will not be liable for losses arising from interruptions outside its reasonable control, subject to applicable law.
16. Customer Responsibilities
Customers are responsible for:
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Providing accurate information
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Maintaining suitable and compatible equipment
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Ensuring equipment is correctly connected and configured
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Keeping account and login information secure
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Paying applicable fees on time
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Reporting faults through the appropriate support channels
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Following applicable product instructions
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Using services lawfully and responsibly
Customers must not deliberately interfere with, modify or misuse network services or equipment.
17. Acceptable Use
Customers may not use Zub Connect services for unlawful, fraudulent or abusive purposes.
Prohibited activities may include:
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Illegal activity
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Fraud or identity misrepresentation
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Unauthorised resale or redistribution of services
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Circumventing network restrictions
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Interfering with network infrastructure
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Using services in a manner that negatively affects other users or the network
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Any activity prohibited by the relevant network provider
Zub Connect reserves the right to investigate suspected misuse and, where appropriate, suspend or terminate the affected service.
18. Fraud and Suspicious Activity
Zub Connect reserves the right to delay, suspend or cancel an order or service where fraudulent activity, suspicious payment activity, identity discrepancies or other security concerns are reasonably suspected.
Additional verification may be requested before an order is processed or a service is activated.
19. Technical Support and Fault Resolution
Zub Connect provides support for services purchased directly from Zub Connect, subject to the applicable support process.
Customers may be required to perform reasonable troubleshooting steps before a fault can be escalated.
Where a fault relates to third-party network infrastructure, equipment or supplier systems, Zub Connect may escalate the issue to the relevant provider.
Response times are not guaranteed restoration times.
Some faults may take longer to resolve depending on the nature and location of the problem.
20. Before You Buy
Before purchasing a product or service, customers should ensure that they:
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Have checked network coverage at their location
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Understand that coverage does not guarantee a specific speed or performance level
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Have confirmed that their router or device is compatible
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Understand the applicable Fair Usage Policy
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Have reviewed any minimum commitment or promotional conditions
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Understand that certain activated services may not qualify for a full refund
Customers are encouraged to contact Zub Connect before purchasing if they are unsure about compatibility or product suitability.
21. Limitation of Liability
To the maximum extent permitted by applicable law, Zub Connect will not be liable for indirect, incidental or consequential losses arising from the use or inability to use its services.
This may include loss of income, business interruption, loss of data or other indirect losses resulting from network outages or service interruptions.
Nothing in these Terms excludes or limits liability where such exclusion or limitation is not permitted by applicable law.
22. Changes to Products and Services
Zub Connect may modify, replace or discontinue products and services where reasonably necessary.
This may occur because of:
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Network provider changes
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Supplier changes
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Product discontinuation
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Technical developments
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Regulatory requirements
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Operational requirements
Where a significant change affects an active recurring service, reasonable notice will be provided where reasonably possible and applicable.
23. Changes to These Terms and Conditions
Zub Connect may update these Terms & Conditions from time to time.
The latest version will be published on the Zub Connect website.
Continued use of Zub Connect products or services following the effective date of updated Terms & Conditions may constitute acceptance of the updated terms, subject to applicable law.
24. Privacy and Personal Information
Zub Connect may collect and process personal information required to provide services, process orders, communicate with customers, comply with legal obligations and manage customer accounts.
Personal information will be handled in accordance with applicable privacy and data protection legislation.
25. General
If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.
Failure by Zub Connect to enforce any provision of these Terms does not constitute a waiver of that provision.
These Terms & Conditions are governed by the applicable laws of the Republic of South Africa.
Contact Zub Connect
For questions relating to these Terms & Conditions, an order or an existing service, please contact Zub Connect through the official support channels listed on our website.
By purchasing, activating or using a Zub Connect product or service, you acknowledge that you have read, understood and agreed to these Terms & Conditions.