Policies and Procedures
1. Privacy Policy
We at Munzuku have designed our business practices to safeguard your privacy as our very important Asset. This privacy policy applies to all the web pages related to our website.
The Site may collect certain information about your visit, such as the name of the Internet service provider and the Internet Protocol (IP) address through which you access the Internet; the date and time you access the Site; the pages that you access while at the Site and the Internet address of the Web site from which you linked directly to our site. This information is used to help improve the Site, analyze trends, and administer the Site.
There will be times, such as when you submit an order, request a service, purchase a product, etc., where we will need to obtain personally identifiable information from you or about you. The information will not be used for anything other than which is stated in the Terms & Conditions of use for this service. By accepting these Terms & Conditions you consent to receive informational material from us.
We safeguard your information using known encryption, security standards and procedures. We also assess new technology for protecting client information on an ongoing basis.
Please be aware that we may change our Statement of Privacy from time to time. Contact us via connect@munzuku.co.za should you need to query any topic. By using this website, you signify your acceptance of our Privacy Policy.
2. Service Policy
When you click to make a purchase with us legal obligations arise and your right to refund of monies charged to your credit card or paid in any other way agreed by us, are limited by our terms & conditions. You must not make any purchase through this site unless you understand and agree all our terms and conditions. Once payment is made for the purchase, it is deemed that you have read and understood the terms and conditions for such purchase
4. Service Levels
All services sold by Munzuku are provided as a best-effort service, uptime and speeds cannot be guaranteed unless otherwise stated. During any technical failure, modification or maintenance of the service provided, Munzuku will use its reasonable endeavors to resume the service as soon as possible. This excludes upstream provider infrastructure that is not within our control, e.g. Telkom.
5. Delivery policy
This delivery policy applies to services delivered by an Munzuku appointed representative only. The delivery of certain products/services sold by Munzuku are handled directly by the supplier or provider
Delivery times stated are not guaranteed but are generally attainable within major metros. A possible delay of 24 to 96 hours can be expected outside of major metros and additional delivery costs may apply. Deliveries might require that information or documents must be produced and copies thereof provided during the delivery, this will be communicated on purchase of the device or product if it is required.
Deliveries take place on weekdays during business hours and excludes weekends and public holidays, your delivery will be dispatched on the 1st working day thereafter.
Delivery times may be delayed should the need arise for clearance of payment. Clearance for debit order payments may take up to 10 days to clear.
Munzuku will not arrange collection of units for exchange or return (or cover related costs). The client will be responsible for arranging for the unit to be delivered to Munzuku. This will in no way impact the continued warranty provisions, and only relates to courier charges and logistics.
The Courier Delivery Fee charged during checkout may differ once your order is finalized. Should this occur, we will contact you before proceeding with the delivery of your order.
6. Refund and Cancellations
Refunds Policy
Refunds will not be granted for services purchased in error. Should it be proven that a service is not working as per the Product Description, Terms and Conditions and/or Acceptable Usage Policy a refund will be granted. Refunds for amounts deposited into a RoinahAfrika (Pty) Ltd banking account erroneously will also have a 15% fee levied to cover our bank charges and will only be considered for processing 7 days after the original payment date. Refunds for debit order and credit card payments are processed after the 2nd week of the month.
Cancellations Policy
The cancellation of a product or service is the Clients responsibility. Cancellations must actioned from the Control Panel or through sending a cancellation request via mail or WhatsApp. Failure to cancel your services will result in your service or product being activated for the new month and therefore liable for payment. A minimum full calendar months’ notice is required for all services. Abrupt cancellations carry a static fee of R1100.00.Abrupt cancellation can also be actioned by Munzuku based on non conformance by client e.g. Non payment
ClawBack applies to all routers and, or equipment sold at a promotional price. Should you cancel service within 12 months of your subscription, R1100 will apply to cover the cost of the promotional equipment discounted during service takeon.
7. Security /Transaction /Payment /Billing
Security Policy
Card transactions are processed via our payment service provider PayFast.
As a payment gateway PayFast does not and cannot verify, authorize or settle any transaction. PayFast provides the conduit (the messenger) for information between the merchant and the merchant’s bank.
Transaction security
PayFast SSL certificates to ensure that all transactional information is passed securely between the merchant and PayFast site. No cardholder information is ever passed unencrypted and any messages sent to our servers from PayFast. PayFast is PCI-DSS Level 1 Compliant which Munzuku customers’ card payments are done in a secure environment.
Encryption and Data Storage
All sensitive data is secured and stored within PayFast using internationally recognized highest encryption standards. The data held by PayFast is extremely secure and strict policies are in place ensuring limited and secure access to their servers internally are maintained.
Payment Options/Terms
All transactions will be processed in South African Rands (ZAR). We do not extend credit and payment is required up front, services will not be activated without payment. As of 1st of August 2020 we will no longer accept Cash Deposit and Electronic Funds Transfer (EFT) as a method of payment.
Credit Card Authority
By supplying your “credit card/debit card/cheque card” hereafter referred to as “account/card” details and agreeing to the Terms & Conditions the following will be seen as accepted and agreed to:
I/we hereby request and authorize you to draw against my/our card (or any other bank or branch to which I/we may transfer my/our account/card) the due amount or any variable amount pertaining to this agreement, on the agreed date or last day of each month. This being the amount necessary for the settlement of the monthly invoice and/or any overdue amounts, due to you in respect of my/our purchases/contract/agreement.
All such withdrawals from my/our account/card by you shall be treated as though they had been signed by me/us personally. I/we, “instruct” and authorize your agent Payfast, or by computer through a system provided by the South African National Banks to draw against my/our account/card.
I/we agree to pay any banking charges relating to this debit instruction. This authority may be cancelled by me at any time by updating/changing the payment method via a written formal instruction to Munzuku
Renewals (monthly invoice) will be processed on the first working day of every month. If your payment fails, your service(s) will be suspended immediately and account handed over to the collections agency. Please note that if you are cancelling your service(s) with Munzuku, you need to do it via control panel or through sending a cancellation request a calendar month in advance to cancellations@munzuku.co.za or via WhatsApp +27 813828042. Failure to do so will result in the product being activated and the monthly subscription being debited.
All other account/card instructions (new account sign ups/activations, hardware/device purchases, top ups, upgrades), besides the monthly subscription, will be processed on a daily basis.
Prorata Billing
Prorata billing applies to all new monthly billed services and on the initial purchase only. Prorata billing will not apply should you fail to pay your renewal invoice or any outstanding invoice on your account, the renewal/outstanding invoice must first be paid in order to qualify for the prorata rate on a new service. The prorata price and bandwidth is calculated according to the purchase date.
Service Changes (Fibre, Mobile and Voice)
Service Changes are changes to the product, speed, combo or data purchased which changes the renewal of the service/s.
For ease of understanding, services referred to as Upgraded services are services which result in a price increase on the next renewal and Downgraded services are services which result in a lesser billed renewal than the current service.
New services can only be set to Downgrade from the second month (month after activation) and will only apply from the following month (month 3).
Clients are not able to service change to an Upgraded service and then service change to a Downgraded service in the same month. The Upgraded service change must first be renewed before a Downgrade can be set for the next renewal.
8. USAGE NOTIFICATIONS
Munzuku will email notification to all data users who have not opted out of receiving notifications when their data usage reaches 50%, 80% and 100% of the available total. These notifications will be based on the information available to us at the time of sending the notification from our system and as such cannot be guaranteed to be 100% accurate when received by the client.
Banking details
Please note: When making a once off payment use the Banking details on the Top right of the issued and delivered invoice
Bank Name: First National Bank
Payee Name: RoinahAfrika (Pty) Ltd.
Account No: 62711887622
Branch Code: 230655
9. YOUR DATA RIGHTS
GENERAL RIGHTS
If you have a registered account on this website or have left comments, you can request an exported file of the personal data we retain, including any additional data you have provided to us.
You can also request that we erase any of the personal data we have stored. This does not include any data we are obliged to keep for administrative, legal, or security purposes. In short, we cannot erase data that is vital to you being an active customer (i.e. basic account information like an email address).
If you wish that all of your data is erased, we will no longer be able to offer any support or other product-related services to you.
10. AMENDMENTS
We may amend this Privacy Policy from time to time. When we amend this Privacy Policy, we will update this page accordingly and require you to accept the amendments in order to be permitted to continue using our services.
See here for Common Asked Questions