Terms and Conditions

Your agreement is with TIN Solutions (Pty) Ltd, registration 2020/437198/07, based at 585 Bhuga Trust, Kabokweni, Mbombela, Mpumalanga, South Africa. “TIN”, “we” and “us” mean this company; “you” means the person or organisation ordering a service.

The agreement consists of the accepted order or written quote, these general terms and the relevant product terms. Mandatory South African law takes priority. A specific, expressly agreed written term takes priority over a general term, except where that would remove a right the law protects. Supplier conditions must be identified and made available where they affect your order; a supplier’s entire website does not automatically become your agreement with TIN.

You must have legal capacity to contract or the authority to act for your organisation. Provide accurate contact, billing and service information. We may request documents reasonably needed to verify an order, prevent fraud or meet a legal requirement. Do not send passwords, full payment-card details or unrelated identity documents through public forms.

An enquiry, coverage result, domain search or automated acknowledgement is not confirmation that a service has been provisioned. Your order confirmation or accepted quote identifies the scope, price, billing cycle, any minimum commitment, setup charges and expected delivery arrangements. We will tell you if an order cannot be fulfilled and address any payment received in accordance with applicable refund rights.

Certain communications services require identity and address verification under applicable law and network rules. The documents and process depend on the service. We will explain the requirements before activation. Supply genuine documents and keep registered details current. A service cannot be activated or kept active where lawful verification has not been completed. We do not apply communications-service verification rules indiscriminately to every website enquiry.

Availability depends on capacity, coverage, infrastructure, stock and checks by the relevant registry, network or service provider. Advertised availability is indicative until an order is confirmed. Installation dates, migrations and number transfers may depend on third parties and access to your premises. We will communicate material delays and available alternatives. No universal speed, restoration time or uptime guarantee is created by these general terms.

Choose a package suitable for your needs and ask us if you are uncertain about storage, usage, licences, device compatibility or coverage. We will explain the information reasonably available to us. An upgrade, downgrade, migration or extra work requires confirmation of its price and effective date. Features included in one product are not automatically included in another.

The version published here carries a publication date. We will communicate material changes that affect an existing service, including price or contractual changes, with any notice and cancellation rights required by law and your agreement. Changes do not retrospectively remove accrued rights or introduce undisclosed charges. An updated web page alone is not a substitute for a notice or fresh agreement where either is required.

Use services lawfully, pay undisputed amounts when due, keep your contact details current and cooperate with reasonable security and support requests. You are responsible for users you authorise, your content and permissions to use it. Do not use our systems for fraud, infringement, malware, unlawful surveillance, harassment, unsolicited bulk messages or interference with other customers. Report compromised credentials promptly. Reasonable support must be possible without threats or abuse.

Your order or quote must state the recurring fee, billing cycle, setup or installation charges, usage charges and whether VAT is included or applicable. Review the final amount before accepting. Any tax charged must have a proper legal basis and be accurately reflected on the invoice.

Invoices and payment status are available through the client portal. Pay using the method and reference on your invoice. A payment screenshot is not cleared funds; tell us about payments that have not been allocated. You may query an invoice and must pay amounts not genuinely in dispute. These terms do not create a late-payment penalty, interest charge or collection fee. Any charge must have a lawful basis and have been properly disclosed.

After a suspension, restoration depends on resolving its cause, confirming payment where relevant, and technical or supplier availability. A deleted hosting account, expired domain or disconnected number may not be recoverable. We must disclose and agree any applicable restoration or reactivation charge; these terms do not set an automatic charge. Ask support to confirm whether your data, number or service can still be restored.

We use the contact details in your account for invoices, security notices, service updates and contractual notices. Email, SMS and WhatsApp may supplement portal messages where configured and appropriate. Network delivery, device settings and third-party outages can prevent delivery; no channel is guaranteed. We must still meet any legally required form and method of notice. Operational notices are separate from optional marketing messages.

Devices must match the accepted description and applicable legal quality standards. Report damage, faults or an incorrect delivery with your order reference and a description of the problem. Do not undertake unauthorised repairs that could obscure the fault; this does not remove a statutory remedy. We will explain inspection, collection and return arrangements.

Where the Consumer Protection Act applies, its quality and implied-warranty rights remain available, including the remedies applicable to qualifying defective goods. For qualifying electronic transactions, the Electronic Communications and Transactions Act may provide a cooling-off right, subject to its exceptions. Services begun with your consent and goods made to your specifications can be treated differently. We do not apply a blanket “no refunds” rule or require you to waive a statutory right.

Under section 56 of the Consumer Protection Act, qualifying goods that fail the applicable quality standards may be returned within six months after delivery, without penalty and at the supplier’s risk and expense, for a repair, replacement or refund as provided by the Act. The Act’s conditions and exceptions apply; a manufacturer’s warranty does not replace these statutory rights.

A debit order requires a separate valid mandate identifying the account, authorised amounts or calculation, timing and applicable collection arrangements. Accepting these website terms is not a debit-order mandate. You may query an unauthorised or incorrect collection through support and your bank. Cancelling a payment mandate does not itself cancel a valid service agreement; cancelling a service does not authorise further collections beyond amounts lawfully due.

A service credit applies only where your accepted package or service-level agreement provides one, or where required to resolve a valid complaint. Eligibility, evidence and calculation must follow that agreement and applicable law. The applicable agreement must identify any credit formula, claim process and measurable availability commitment. A contractual credit does not remove a mandatory consumer remedy.

Referral rewards apply only to a separately published TIN offer that identifies eligibility, reward, qualifying action, exclusions and expiry. A supplier’s referral scheme is not automatically available to TIN customers. Do not submit another person’s details without permission or send unsolicited promotions. No ongoing reward or referral balance is promised by this section.

Public, private, shared, dynamic and static IP addressing depends on the package and network. A static address, reverse-DNS record, open port or routed subnet is included only if confirmed in your order. Addresses are assigned for use, not sold as permanent property, and may change for technical or legal reasons. Tell us before ordering if remote access, mail delivery or a specific network design depends on them.

Our Privacy Policy explains information collection, purposes, lawful grounds, recipients, retention and your rights. We use information needed to process orders, provide support, bill correctly, prevent fraud and comply with law. Marketing consent is not a condition for receiving ordinary contractual notices. Where you provide information about employees, directors or customers, you must have the authority and lawful basis to do so.

Protect account credentials, enable available multi-factor authentication and use supported software. Limit staff access and remove accounts when access is no longer needed. We may take proportionate steps to contain compromised accounts or harmful traffic and will explain action where lawful and practicable. No internet service is risk-free. Do not assume a managed security service, malware cleanup or a particular backup arrangement is included unless your order says so.

Raise a dispute with support@tinsolutions.co.za or a client-portal ticket, stating the account or invoice reference, facts and remedy requested. We will investigate and communicate the outcome or further information needed. Internal escalation does not prevent you from approaching a competent regulator, ombud, tribunal or court. There is no compulsory foreign arbitration or waiver of statutory complaint rights in these terms.

Non-payment, a material breach, a legal direction, a verified security risk or harmful use may justify restricting an affected service. We must act proportionately and provide the notice and opportunity to remedy required by the agreement and applicable law. Urgent containment may be necessary for immediate security threats or unlawful use; it is not a general permission to bypass consumer protections.

Where section 14 of the Consumer Protection Act applies to a fixed-term consumer agreement, TIN may cancel for a material failure only after the required written notice and 20-business-day opportunity to remedy, unless the failure is remedied in that period. Suspension and permanent deletion are different actions. A billing automation setting does not override your legal rights. Notices should identify the affected service, reason, required action and consequences.

The duration, renewal arrangements and cancellation method must be disclosed in your accepted order. You can request cancellation through the client portal or in writing to support. We will explain the effective date, any lawful outstanding charges, data export and equipment-return requirements.

Where section 14 of the Consumer Protection Act applies, a consumer may cancel a fixed-term agreement on 20 business days’ notice in writing or another recorded form, subject to any reasonable cancellation charge permitted by law. This rule does not apply indiscriminately to every business-to-business agreement. We must also provide the expiry and renewal notice required for a qualifying fixed-term agreement.

Where applicable, statutory cooling-off and fixed-term cancellation rights take priority over a product’s notice requirement. A reasonable cancellation charge may be recoverable only where the law permits it and the charge is properly justified; it is not an automatic penalty or the whole unpaid contract balance. We will not treat this publication as fresh acceptance of an existing customer’s contract.

Before a service ends, arrange any permitted data export, domain transfer or number port. Cancelling hosting does not automatically cancel a domain, and cancelling a domain does not automatically cancel other products. Termination does not erase lawfully due charges, confidentiality obligations or records we must retain.

Tell us if ownership of your business, domain or account changes. A transfer requires appropriate authority, identity checks and any registry, network or licence approval. We will not transfer another person’s service merely on an informal request. Any assignment of TIN’s obligations must respect the agreement, privacy safeguards and your non-excludable rights.

No term excludes liability or a remedy that South African law does not allow us to exclude, including applicable protection against gross negligence. We do not impose a hidden monetary cap or a blanket exclusion of every loss. Responsibility for a claim depends on the agreement, the cause of the loss, applicable law and reasonable mitigation.

You remain responsible for unlawful content or actions under your control. Any recovery from you for a third-party claim must be lawful, connected to your breach and proportionate; it is not an unlimited indemnity for TIN’s own wrongdoing. We will give reasonable notice of relevant claims and an opportunity to respond where practicable.

Send contractual notices to support@tinsolutions.co.za or through the client portal and keep a copy. Our public business address is 585 Bhuga Trust, Kabokweni, Mbombela, Mpumalanga, South Africa. Include your account reference and affected product; do not include passwords. We send notices to the authorised contact on your account, subject to any specific legal service requirements. Check that your account email and phone number remain current.

Contact support@tinsolutions.co.za, call 087 265 2842 or open a client-portal ticket. Describe what happened, relevant dates and your preferred resolution. Ask for escalation if the first response does not resolve the issue. Privacy complaints can also be directed to the Information Regulator. Consumer and communications complaints may be referred to the competent authority where it has jurisdiction. We can help identify the appropriate escalation route for the service concerned.

South African law applies. “Including” introduces examples, not an exhaustive list. A term that is unlawful or unenforceable does not remove the remaining lawful terms. Not immediately enforcing a right is not a permanent waiver. Electronic records may evidence an agreement, but a valid acceptance and required disclosures remain necessary. Business hours are Monday–Friday, 08:00–17:00 SAST; a separately agreed support or service-level arrangement may differ.