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Terms & Conditions

The terms on which Vektro Networks supplies internet, VoIP, CCTV and IT services in the Garden Route.

Effective date: 18 August 2026  |  Last updated: 18 August 2026

These Terms and Conditions (“Terms”) govern your use of this website and every service, installation and product supplied by Vektro Networks. Please read them before placing an order, accepting a quote or making a payment. By accepting a quote, signing a service agreement, using our services or paying an invoice, you agree to these Terms.

Where you have signed a separate written service agreement with us — for example a Residential Fibre Service Agreement or a business Internet Services Agreement — that signed agreement governs your service. These Terms apply in addition to it, and the signed agreement takes precedence if the two ever conflict.

1. Who we are

Vektro Networks is the fibre and ISP division of The Computer Guy. Both are trading names of the same registered South African close corporation. The following information is provided in accordance with section 43 of the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

Registered name Baia Formosa Trading 12 CC
Trading as Vektro Networks  |  The Computer Guy
Legal status Close corporation registered in the Republic of South Africa
Registration number CK2008/254837/23
VAT registration number 4830253235
Class ECS licence 3364/CECS/JUNE/2026 — granted 12 June 2026 for 10 years, Garden Route District Municipality, Western Cape
ECS licence exemption CECS-E/0019/2026 — resale of electronic communications services obtained from a licensed entity
Regulator Independent Communications Authority of South Africa (ICASA)
Member Francois van Wyk
Physical & registered address 61 Robberg Road, Plettenberg Bay, 6600, Western Cape, South Africa
Postal address 61 Robberg Road, Plettenberg Bay, 6600, South Africa
Telephone 044 023 0016
Mobile / WhatsApp 082 313 4560
General enquiries info@vektronetworks.co.za
Technical support support@vektronetworks.co.za
Accounts & billing billing@vektronetworks.co.za
Website www.vektronetworks.co.za
Customer portal portal.vektronetworks.co.za
Office hours Monday to Friday, 08:00–17:00 (SAST). Closed on weekends and South African public holidays.
Service area Plettenberg Bay, Knysna and the wider Garden Route, Western Cape

2. Definitions

  • “We”, “us”, “our”, “Vektro Networks” means Baia Formosa Trading 12 CC, trading as Vektro Networks.
  • “You”, “your”, “the Customer” means the person or entity ordering or receiving our services.
  • “Services” means any connectivity, installation, hardware, support or related service we supply.
  • “FNO” means the Fibre Network Operator that owns and maintains the physical fibre infrastructure serving your address.
  • “CPE” means Customer Premises Equipment, including any router we supply as part of a subscription.
  • “Monthly Fee” means the recurring subscription fee for your package, inclusive of VAT at the prevailing rate.

3. What we supply

Vektro Networks supplies the following to residential and business customers in the Garden Route:

  • Fibre internet (FTTH / FTTB) — uncapped fibre packages resold over third-party FNO infrastructure, including router supply and configuration.
  • 5G and LTE internet — fixed wireless connectivity for addresses without fibre, and as a failover service.
  • Wi-Fi and network design and installation — site surveys, mesh and access-point deployments, cabling, and network segmentation.
  • Fibre installation and repair — cabling, splicing, fault repair and infrastructure audits.
  • VoIP — hosted PBX, number porting and call recording.
  • CCTV — camera systems, recorders and remote monitoring.
  • IT support and hardware supply — on-site and remote support, and the sale of network and computing hardware.

We are an Internet Service Provider. For fibre services we resell connectivity over infrastructure owned and maintained by the FNO. Physical infrastructure faults remain the responsibility of the FNO, and our ability to resolve them depends on the FNO’s response times.

4. Quotes, orders and when a contract starts

  • Site surveys are free and carry no obligation.
  • Quotes are valid for 30 days from the date of issue unless a different validity period is stated on the quote, and are subject to line availability, stock availability and confirmation of site conditions.
  • Nothing on this website is an offer. Prices, packages and speeds shown on the website or in marketing material are an invitation to request a quote and may change.
  • A contract comes into existence when we accept your order — by written acceptance of a signed quote or service agreement, or by activating your service, whichever happens first.
  • If an obvious error appears in a price, speed or specification, we may correct it and will tell you before proceeding. You may cancel at no cost if the corrected terms are not acceptable to you.
  • Recurring services require a signed service agreement, valid RICA documentation and, for debit-order customers, a signed mandate before activation.

5. Prices, VAT and invoicing

  • All prices are in South African Rand (ZAR) and, unless expressly stated otherwise, are inclusive of VAT at the prevailing rate, currently 15%.
  • Monthly Fees are billed in advance on the 1st day of each calendar month and are due on that date.
  • Your first invoice is raised on the date of installation and is charged pro rata from your service commencement date to the end of that calendar month.
  • Once-off charges — including the router installation fee of R550.00, callouts, labour, cabling and hardware — are invoiced separately and are payable on the terms shown on the invoice.
  • Invoices are emailed to your registered address on or before the 1st of each month. Keeping that address current is your responsibility.
  • We may adjust Monthly Fees on 30 days’ written notice. If you do not accept a price increase, you may cancel in accordance with our Refund & Cancellation Policy.

6. How you can pay

We accept the following payment methods:

  • Debit order — our preferred method for recurring services, and the one least likely to result in a suspension.
  • Card, and instant EFT (pay by bank) via our payment gateway — using the secure “Pay Now” link on your invoice.
  • Electronic funds transfer (EFT) — using your account or invoice number as the payment reference. Our banking details appear on every invoice.
  • Cash, for once-off work, by arrangement.

6.1 Payments made through our payment gateway

  • Card and instant EFT payments are processed by Netcash (previously trading as Sage Pay), a South African payment service provider. When you click “Pay Now” you are taken to their secure payment page and authenticate directly with your own bank or card issuer.
  • Vektro Networks never sees, handles or stores your online banking credentials, card numbers or one-time PINs. We receive only a confirmation of the payment, its amount and its reference.
  • The payment reference shown on your bank statement is your invoice number. Please quote it in any query so we can trace the payment.
  • Payments are collected in ZAR only. Your invoice is settled at the amount shown on the payment page; we do not add a surcharge for paying online.
  • Closing your browser after paying does not cancel the payment. If your invoice has not updated within one business day, email billing@vektronetworks.co.za with the reference and we will reconcile it manually.
  • Our payment service provider processes your payment information as an independent party under its own terms and privacy policy.

7. Late payment, suspension and reconnection

  • If payment is not received within 7 days of the due date, we may suspend your service without further notice.
  • Suspension does not cancel your agreement and does not stop Monthly Fees accruing. You remain liable for all amounts due during a suspension.
  • A reconnection fee may be charged to restore a service suspended for non-payment. The fee applicable at the time will be quoted to you before reconnection.
  • Accounts unpaid for more than 30 days may be handed to a debt collection agency or attorney. Reasonable collection costs, including attorney fees on the attorney-and-client scale, will be for your account.
  • Where a debit order or payment is reversed or fails, we may recover any bank charges we incur as a result.

8. Installation and activation

  • A free site survey is carried out before installation so that we can quote accurately and confirm what is achievable at your address.
  • A typical in-home installation takes a few hours. Where a new line must be deployed by the FNO, the lead time is outside our control and typically ranges from a few days to several weeks.
  • You must provide safe access to the premises, a suitable power supply and, where relevant, the landlord’s or body corporate’s consent for any cabling or drilling.
  • If our technician cannot complete a booked installation or callout because access, power or consent is unavailable, a wasted-callout charge may apply.
  • Installation dates are estimates. We will keep you informed of any change, but we cannot be held liable for delays caused by the FNO, weather, load shedding or other circumstances beyond our reasonable control.

9. Equipment

9.1 Equipment supplied with a subscription (CPE)

  • A router supplied as part of your Monthly Fee remains the property of Vektro Networks at all times.
  • You are responsible for its safekeeping and are liable for the replacement cost if it is lost, stolen or damaged through negligence or misuse.
  • You must not tamper with, modify or attempt to repair the CPE.
  • We replace faulty CPE at no charge where the fault is not due to negligence, misuse or damage.
  • On cancellation, the CPE must be returned in good working order within 14 days of service termination, failing which we will invoice you for its replacement cost.

9.2 Equipment you buy from us

  • Ownership of purchased hardware passes to you once we have received payment in full. Risk passes on delivery or installation.
  • Purchased hardware carries the manufacturer’s warranty stated on your invoice, in addition to your rights under the Consumer Protection Act 68 of 2008.
  • Returns and refunds on purchased hardware are dealt with in our Refund & Cancellation Policy.

10. Service levels, speeds and support

  • Advertised speeds are the maximum available on the package. Actual throughput varies with network congestion, Wi-Fi conditions, your own equipment and your internal network.
  • We do not guarantee uninterrupted or error-free service, and we do not commit to a specific uptime percentage unless a written Service Level Agreement says otherwise.
  • Support is available during office hours (Monday to Friday, 08:00–17:00 SAST). We aim to acknowledge support requests within one business day.
  • We may carry out scheduled maintenance and will give reasonable advance notice where possible.
  • Service may be interrupted by factors outside our control, including FNO faults, upstream provider faults, load shedding, cable theft and acts of nature.

11. Acceptable use and fair use

You agree to use our services lawfully and responsibly. The following are prohibited:

  • Any unlawful activity, including the distribution of illegal or infringing content.
  • Hacking, network intrusion, port scanning, phishing or the distribution of malware.
  • Sending unsolicited bulk email (spam).
  • Running unauthorised servers, or reselling or sharing the service beyond the installation address without our prior written consent.
  • Any activity that degrades the network or the experience of other customers.
  • Using a residential package for commercial purposes.

Where a package is subject to a Fair Use Policy, we may apply traffic-management measures during congestion to maintain a consistent quality of service for all customers. Any applicable threshold is disclosed to you at sign-up. We may suspend or terminate a service immediately for a breach of this clause.

12. Term, cancellation and refunds

Recurring services are supplied on a month-to-calendar-month basis with a one calendar month written notice period, unless your signed agreement states a different term. Full details of how to cancel, what happens to your billing, your cooling-off rights and when a refund is payable are set out in our Refund & Cancellation Policy, which forms part of these Terms.

13. RICA

In terms of the Regulation of Interception of Communications and Provision of Communication-Related Information Act 70 of 2002 (“RICA”), we are required to verify your identity and address before activating a service. You must supply a copy of your identity document and proof of address not older than three months, and you must tell us within 30 days if your address changes. We cannot activate or continue a service without valid RICA documentation.

14. Privacy and personal information

We process personal information in accordance with the Protection of Personal Information Act 4 of 2013 (“POPIA”). We collect and use your information to provide and administer your service and to meet our legal obligations, and we do not sell it. Information is shared with third parties only where the law requires it or where it is necessary to deliver your service — for example with the FNO to provision your line, or with our payment provider to process a payment. Full details, including your rights of access, correction and deletion, are in our Privacy Policy.

15. Website use and intellectual property

  • The content, branding, logos and design of this website belong to Baia Formosa Trading 12 CC or its licensors and may not be copied or reproduced without written permission.
  • We may link to third-party websites for convenience. We do not control them and are not responsible for their content or practices.
  • We take reasonable steps to keep the website accurate and available, but we do not warrant that it will be uninterrupted or free of error.

16. Limitation of liability

  • We are not liable for indirect, incidental or consequential loss, including loss of data, revenue, profit or business, arising from a service interruption or from the use of our services.
  • Our total liability to you for any claim is limited to the Monthly Fee paid in the month in which the loss occurred, or, for once-off work, to the amount you paid for that work.
  • You indemnify us against claims, losses and damages arising from your misuse of the service or your breach of these Terms.
  • Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability under the Consumer Protection Act 68 of 2008 for gross negligence or for death or personal injury caused by our negligence.

17. Complaints and dispute resolution

If something goes wrong, tell us first — most issues are resolved quickly. Email support@vektronetworks.co.za for service matters or billing@vektronetworks.co.za for account matters, with your account number and a description of the problem. We will acknowledge your complaint within one business day and aim to resolve it within seven business days.

If we cannot resolve it between us, both parties agree to attempt to settle the matter in good faith within 14 days. Failing that, the dispute may be referred to a competent South African court with jurisdiction over the Garden Route area. Nothing in this clause prevents you from approaching ICASA, the National Consumer Commission or the Information Regulator where you are entitled to do so.

18. Your statutory rights

These Terms do not limit any right you have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, the Electronic Communications Act 36 of 2005 or any other South African law. Where a provision of these Terms conflicts with such a right, that right prevails to the extent of the conflict, and the rest of these Terms continue to apply.

19. Changes to these Terms

We may amend these Terms from time to time. Material changes affecting an existing service will be communicated to you by email at least 30 days in advance. The version published on this page is the version in force, and the effective date at the top of the page tells you when it took effect. Continued use of the service after the notice period constitutes acceptance of the amended Terms.

20. General

  • Your signed service agreement, these Terms, the Refund & Cancellation Policy and the Privacy Policy together form the entire agreement between us.
  • If any provision is found invalid or unenforceable, the remaining provisions continue in full force.
  • A failure to enforce a provision is not a waiver of the right to enforce it later.
  • Notices must be in writing and sent to the email addresses set out in clause 1.
  • These Terms are governed by the laws of the Republic of South Africa.

21. Contact us

Vektro Networks — a division of Baia Formosa Trading 12 CC
61 Robberg Road, Plettenberg Bay, 6600, South Africa
Telephone: 044 023 0016  |  Mobile / WhatsApp: 082 313 4560
General: info@vektronetworks.co.za
Support: support@vektronetworks.co.za
Billing: billing@vektronetworks.co.za
Office hours: Monday to Friday, 08:00–17:00 (SAST)