Transparency &
Your Rights

UGN provides fixed-line fibre, radio wireless, and related internet access services to residential, estate, and business customers within our designated service areas in and around Pretoria, South Africa.

All services are provided on a best-effort basis unless a specific Service Level Agreement (SLA) has been separately negotiated and signed. Advertised speeds represent maximum theoretical throughput and may vary based on network conditions, distance, equipment, and simultaneous usage.

• Services are available subject to technical feasibility at your premises.
• We reserve the right to modify, upgrade, or discontinue any service with reasonable notice.
• All plans are subject to our Fair Use and Acceptable Use Policies.
• Installation timelines are estimates and not guaranteed delivery dates.

Services are billed monthly in advance. Invoices are issued on or around the 1st of each month and are payable within 7 days unless otherwise agreed in writing. UGN accepts payment by debit order, EFT, and other methods as listed on your invoice.

• Debit orders are processed on a date agreed at sign-up.
• Failed debit orders attract an administration fee.
• Disputed invoices must be raised in writing within 30 days of the invoice date.
• UGN reserves the right to adjust pricing with 30 days' written notice.

Services are provided on a month-to-month or fixed-term contract basis as selected at sign-up. Fixed-term contracts attract an early termination fee equivalent to the remaining months of the contract period.

Month-to-month customers may cancel with 30 calendar days' written notice to admin@ugnt.co.za. No refund is issued for partial months. UGN-owned equipment must be returned in good condition upon cancellation, or a replacement fee will apply.

Equipment installed at your premises by UGN technicians remains the property of UGN unless explicitly sold to you. You are responsible for keeping the equipment safe, powered, and free from physical damage. Loss or damage due to negligence will be charged to your account.

• Do not tamper with, modify, or relocate UGN-installed equipment without prior written consent.
• UGN will repair or replace faulty equipment that is within warranty at no cost to the customer.
• Power surges and lightning damage may not be covered under standard warranty terms.

UGN's liability for any claim arising from this agreement shall be limited to the total fees paid by you in the three (3) months preceding the claim. UGN shall not be liable for indirect, consequential, or special damages including but not limited to loss of income, loss of data, or business interruption.

Force majeure events — including load shedding, civil unrest, Acts of God, or third-party infrastructure failures — exclude UGN from liability for service disruptions outside our reasonable control.

These Terms are governed by the laws of the Republic of South Africa. Any disputes shall be resolved in the Magistrates' or High Court of the Gauteng Division, Pretoria, as appropriate to the quantum of the claim. You consent to the jurisdiction of these courts.

We collect personal information that is necessary to provide you with our services and to meet our legal obligations. This includes:

• Identity information: full name, ID number or passport number, and date of birth.
• Contact information: physical address, email address, and telephone numbers.
• Financial information: banking details for debit order mandates and payment records.
• Technical information: IP addresses assigned to your account, usage logs, and device identifiers.
• Communication records: emails, call logs, and support tickets with our team.

Your personal information is used solely for the purposes for which it was collected, including:

• Provisioning and managing your internet service account.
• Processing payments and managing billing.
• Communicating service notices, outages, and upgrades.
• Complying with legal and regulatory obligations, including RICA.
• Resolving support queries and technical issues.
• Fraud prevention and network security.

In terms of the Regulation of Interception of Communications and Provision of Communication-Related Information Act (RICA), UGN is required to verify and retain your identity and address information before providing internet access. This information is stored securely and disclosed only where required by law.

We retain your personal information for as long as your account is active and for a period of 5 years thereafter, or as required by applicable law. Technical and usage logs may be retained for shorter periods in line with our operational requirements.

Upon expiry of the retention period, personal information is securely destroyed or anonymised.

Under POPIA, you have the right to:

• Access the personal information we hold about you.
• Request correction of inaccurate or outdated information.
• Object to the processing of your information in certain circumstances.
• Request deletion of your information, subject to legal obligations.
• Withdraw consent where processing is based on consent.
• Lodge a complaint with the Information Regulator of South Africa.

To exercise any of these rights, contact our Information Officer at admin@ugnt.co.za.

We implement appropriate technical and organisational measures to protect your personal information against loss, misuse, unauthorised access, disclosure, alteration, or destruction. This includes encrypted storage, access controls, and regular security reviews.

In the event of a data breach that poses a risk to your rights and freedoms, we will notify you and the Information Regulator as required by POPIA.

Our website uses minimal session cookies to ensure functionality. We do not use tracking or advertising cookies. Analytics data, where collected, is anonymised and aggregated.

Our services are provided for lawful personal, residential, and business use. Customers may use the network for browsing, streaming, remote work, cloud applications, gaming, VoIP, and all other standard internet activities.

UGN does not apply blanket fair use limits on its uncapped plans. However, use that degrades the experience of other customers on shared infrastructure may be subject to traffic management measures.

The following activities are strictly prohibited on the UGN network:

• Illegal content: Accessing, distributing, or hosting content that is unlawful under South African law, including child sexual abuse material (CSAM), content promoting violence or terrorism, or material that infringes intellectual property rights.
• Network abuse: Attempting to disrupt, probe, or gain unauthorised access to any system, network, or device; launching denial-of-service (DoS or DDoS) attacks; or distributing malware.
• Spam & harassment: Sending unsolicited bulk email (spam), engaging in phishing, or using the network to harass, threaten, or harm individuals.
• Resale without authorisation: Reselling or redistribution of UGN connectivity to third parties without a separate written agreement with UGN.
• Running open proxies or open relay mail servers that enable third-party abuse.
• Bypassing or circumventing security controls on the UGN network or connected systems.

UGN operates an uncapped, unshaped network. We do not throttle specific applications or protocols. In exceptional circumstances where a single customer's usage significantly impacts other users on shared infrastructure, we may apply temporary traffic management measures.

Business customers on dedicated plans are not subject to shared-infrastructure traffic management. Any traffic management applied will be disclosed and will not target lawful content categories.

Customers are responsible for securing their own devices, local area network (LAN), and Wi-Fi. UGN is not responsible for security incidents arising from unsecured customer equipment. We recommend:

• Using a strong, unique Wi-Fi password and enabling WPA3 or WPA2 encryption.
• Keeping router firmware and connected devices updated.
• Using antivirus and firewall software on computers and servers.
• Not sharing your UGN account credentials with unauthorised parties.

UGN reserves the right to take the following actions in response to AUP violations, without prior notice where the situation warrants immediate action:

• Issue a written warning and request that the activity cease immediately.
• Temporarily suspend the account pending investigation.
• Permanently terminate the account without refund of prepaid fees.
• Report the activity to relevant law enforcement or regulatory authorities.
• Pursue civil or criminal remedies as appropriate.

Customers who believe their account has been compromised and used in violation of this AUP without their knowledge should contact us immediately at admin@ugnt.co.za or 012 941 8888.

UGN may update this AUP from time to time. Material changes will be communicated via email to the registered account holder. Continued use of the service after the effective date of any changes constitutes acceptance of the updated AUP.