Terms and Conditions

• Service Costs: The charges for each service will be as detailed in the client's service agreement upon service initiation, subject to periodic adjustments as permitted by these terms.
• Billing Commencement: Unless specifically arranged otherwise, charges will begin accruing from the date service delivery starts. Incomplete billing periods will be calculated proportionally.
• Payment Schedule: Services are invoiced monthly in advance, and all amounts must be settled by clients before service provision continues.
• Arrears Billing: Services billed retrospectively are due immediately upon invoice presentation.
• Tax Exclusivity: All published rates and charges exclude Value Added Tax unless explicitly stated otherwise.

• Rate Modifications: Mtronika reserves the right to adjust pricing for client services with reasonable advance notice, which shall be no less than thirty (30) calendar days.
• Communication Methods: Mtronika will make diligent efforts to inform clients of pricing changes through email, client portal notifications, or alternative communication channels.
• Delivery Limitations: clients acknowledge that Mtronika cannot be held responsible for notification delivery failures resulting from circumstances outside our control, including email filtering systems or communication disruptions.
• Objection Rights: If clients disagree with price increases, they may terminate their service agreement as outlined in the contract termination provisions.

• Standard Payment Options: For recurring monthly services, Mtronika accepts debit order arrangements and Visa/Mastercard credit card payments exclusively.
• Alternative Arrangements: Other payment methods may be considered under exceptional circumstances and require prior written approval at Mtronika's sole discretion.
• Processing Schedule: Monthly charges will be processed in advance on or around the first business day of each billing cycle for both debit order and credit card transactions.
• Payment Method Liability: Mtronika accepts no responsibility for service delays, suspensions, or disruptions caused by clients using non-approved payment mechanisms.

• Retry Authorization: When debit orders are declined for any reason, Mtronika is authorized to resubmit the payment request without additional client consent.
• Banking Charges: clients accept liability for any costs imposed by their financial institutions related to payment processing or failed transactions.
• Administrative Penalties: Mtronika may impose an administrative charge of R50.00 (fifty Rand) for each unsuccessful or returned payment, irrespective of payment method or failure cause.
• Escalating Fees: Administrative charges may increase based on the client's payment history and frequency of failed transactions, with current rates displayed in the client portal.
• Fee Recovery: Administrative penalties are non-refundable once applied, regardless of subsequent payment timing or circumstances.

• Interest Application: Overdue amounts will accrue interest charges from the payment due date until full settlement is received.
• Interest Calculation: The interest rate applied will be two percent (2%) above the prime lending rate (per annum), capped at a maximum of two percent (2%) monthly.
• Prime Rate Reference: The prime lending rate will be determined by Mtronika's primary banking partner, verified by managerial certificate from that institution.
• Compounding Method: Interest calculations will run from the due date through actual payment date (inclusive) and compound monthly in arrears.

• Suspension Triggers: Non-payment of required charges by the due date may result in service suspension, regardless of whether caused by failed debit orders, declined cards, or other factors.
• Service Scope: Mtronika retains authority to suspend any client services for non-payment and withhold service restoration until all outstanding amounts are cleared across all client accounts.
• Suspension Period: Services suspended for payment default will remain inactive until payment is received and reconnection procedures are completed.
• Service Credits: clients will not receive credit for data allowances or service time unavailable during suspension periods.
• Reconnection Process: Following payment of outstanding amounts, service restoration will be processed according to standard reconnection procedures.

• Termination Rights: Excluding fibre and wireless services, if clients remain in payment default for two consecutive calendar months, Mtronika may terminate the service agreement with appropriate notice.
• Continuing Liability: clients remain responsible for all charges and fees incurred during suspension periods and throughout the termination process.
• Chronic Non-Payment: Mtronika reserves the right to terminate services when clients demonstrate persistent disregard for payment obligations and consistently fail to meet payment schedules using approved methods.

• client Responsibility: clients must raise billing disputes promptly through established complaint procedures to prevent service interruption while disputes are under investigation.
• Resolution Methods: Successful dispute resolutions will be addressed through account credits or refunds, determined at Mtronika's discretion based on individual circumstances.
• Service Continuity: Properly submitted disputes may prevent service suspension while investigations are conducted, subject to reasonable dispute validity.

1.1 Mobile Service Authorization

• Reseller Status: Mtronika provides mobile wireless services under authorized reseller agreements with upstream mobile service providers and network aggregators. All services operate under Mobile Network Operator (MNO) licenses and Independent Communications Authority of South Africa (ICASA) compliance frameworks.
• Network Infrastructure Dependency: Service quality, coverage areas, and network availability depend entirely on underlying MNO network infrastructure and capacity. Mtronika cannot guarantee coverage, performance, or availability beyond what MNO networks provide in any given location.
• Technology Standards: Services provided on LTE, LTE-Advanced, and 5G technologies where available. Legacy 3G and 2G technologies may be supported subject to MNO network availability and device compatibility.
• Service Categories: Fixed wireless LTE (location-specific), mobile data services (portable), and hybrid solutions combining both service types subject to technical feasibility and network policies.

1.2 Coverage & Service Limitations

• Coverage Mapping: Service availability limited to MNO network coverage areas as determined by network operators. Coverage maps are indicative projections based on network modeling and do not constitute service guarantees for any specific location.
• Signal Variables: Actual service performance may vary due to geographic factors, weather conditions, building materials, electromagnetic interference, vegetation growth, device positioning, and network congestion levels beyond Mtronika's control.
• Location-Specific Services: Fixed wireless services are provisioned for specific installation addresses and may not function optimally when relocated. Mobile services support portability within network coverage areas subject to fair usage policies.
• Network Prioritization: During network congestion periods, direct MNO clients may receive traffic prioritization over reseller and MVNO clients, potentially resulting in reduced speeds or temporary service degradation.

2.1 SIM Card Provision & Ownership

• SIM Card Ownership: SIM cards remain the property of the issuing MNO or authorized distributor. clients receive usage rights only and must return SIM cards upon service termination if requested.
• SIM Card Delivery: SIM cards delivered within 7-10 business days of order placement and payment clearance. Delivery timeframes may extend during peak periods or due to courier limitations.
• Activation Requirements: SIM card activation requires RICA (Regulation of Interception of Communications Act) compliance verification performed by authorized delivery agents at point of delivery.
• Replacement Procedures: SIM card replacements processed where technically possible. Replacement delivery fees apply as per current fee schedule. Available data balances may be transferred subject to MNO technical capabilities.

2.2 Device Compatibility & Requirements

• Approved Device Lists: Fixed wireless services require approved router devices as specified by upstream MNO providers. Using non-approved devices may result in service blocking or termination.
• Network Unlocking: client-provided devices must be network-unlocked and compatible with MNO frequency bands and technology standards. Device unlocking services not provided by Mtronika.
• APN Configuration: Correct Access Point Name (APN) settings required for data connectivity. Initial configuration support provided during service activation.
• Device Firmware: clients responsible for maintaining compatible device firmware versions. Software updates may affect service compatibility, requiring device reconfiguration.

2.3 Device Supply & Warranty Framework

• Equipment Supply: Compatible routers and devices available for purchase with service plans. Device costs separate from monthly service charges unless bundled packages specify otherwise.
• Manufacturer Warranty: Devices carry manufacturer warranties as specified by original equipment manufacturers. Warranty periods typically 12 months from delivery date.
• Warranty Exclusions: Warranties void for physical damage, water damage, misuse, unauthorized modifications, incorrect SIM sizes, or using non-approved accessories.
• Return Policy: Seven (7) business days return period for devices in accordance with Consumer Protection Act. Returned devices must be in original condition with all packaging and accessories.

3.1 Data Allocation & Usage Measurement

• Monthly Data Allocation: Data packages provide specified monthly allowances allocated on subscription renewal dates. Pro-rata data allocation applies for partial billing periods based on service activation date.
• Usage Monitoring: Data usage measured by upstream MNO networks and updated to client accounts with up to 24-hour delays. Real-time usage information may not be immediately available.
• Overage Charges: Data usage exceeding monthly allowances charged at standard out-of-bundle rates as determined by upstream providers. Rate schedules available upon request.
• Usage Reconciliation: Billing disputes regarding data usage must be submitted within six (6) months of bill date for investigation with upstream MNO providers.

3.2 Data Rollover & Expiry Policies

• Monthly Rollover: Unused monthly data allocation rolls over to subsequent billing period for maximum three (3) months on active, paid-up accounts.
• Rollover Priority: Data consumption prioritizes oldest rollover data first, followed by recent rollover allocations, then current monthly allowances.
• Top-Up Data Validity: Additional data purchases valid for 30-60 days from purchase date depending on service type. Specific validity periods communicated at point of purchase.
• Service Interruption Impact: Data rollover suspended during service interruptions due to non-payment or account suspension. Rolled data expires if accounts remain inactive beyond specified grace periods.

3.3 Fair Usage Policy Implementation

• Unlimited Service Management: "Unlimited" data packages subject to fair usage policies implemented by upstream MNO providers to ensure network stability and equitable access.
• Speed Throttling Thresholds: Excessive usage may trigger speed limitations after specified data thresholds (typically 250GB-1TB monthly depending on service type).
• Acceptable Usage Standards: Network usage must not materially degrade service quality for other users through excessive bandwidth consumption, network attacks, or prohibited activities.
• Policy Reset Cycles: Fair usage calculations reset monthly on billing anniversary dates. Previous month usage does not carry forward for throttling calculations.

4.1 Performance Expectations & Disclaimers

• Best Effort Service Provision: Mobile wireless services provided on best effort basis without guaranteed minimum speeds or performance levels. Advertised speeds represent theoretical maximums under optimal conditions.
• Performance Variables: Actual speeds and service quality vary based on network congestion, signal strength, weather conditions, device capabilities, time of day, and geographic location.
• Technology Limitations: Service performance limited by underlying network technology capabilities, spectrum availability, and infrastructure capacity in specific areas.
• No Performance Guarantees: Mtronika provides no warranties or guarantees regarding specific performance levels, continuous availability, or fitness for particular purposes.

4.2 Network Management & Traffic Prioritization

• Traffic Management Policies: Network traffic managed during peak periods to optimize overall network performance. Real-time applications (VoIP, video conferencing) may receive prioritization over bulk data transfers.
• Quality of Service Implementation: Network operators may implement Quality of Service (QoS) measures including traffic shaping, protocol prioritization, and bandwidth allocation to maintain network stability.
• Peak Hour Management: Service speeds may be reduced during peak usage periods (typically 18:00-22:00) to ensure network availability for all users.
• Network Optimization: Upstream providers reserve rights to optimize network performance through various technical measures that may impact individual user experience.

4.3 Service Availability & Maintenance

• Availability Targets: Mobile networks typically maintain 99%+ availability excluding scheduled maintenance periods. Extended outages may occur due to infrastructure failures or environmental factors.
• Planned Maintenance: Scheduled maintenance performed by MNO providers typically during off-peak hours with advance notice where operationally feasible.
• Emergency Maintenance: Unscheduled maintenance may occur without notice to address security vulnerabilities, network failures, or regulatory requirements.
• Service Restoration: Network faults escalated to MNO providers within four (4) business hours. Resolution timeframes depend on fault complexity and upstream provider response capabilities.

5.1 Device Safeguarding & Security

• Physical Security: clients responsible for physical security of devices, SIM cards, and access credentials. Report theft or loss immediately to prevent unauthorized usage charges.
• Access Control: Maintain secure WiFi passwords, administrative access credentials, and device settings to prevent unauthorized network access.
• Network Security: Implement appropriate firewall settings, security updates, and access restrictions to prevent network compromise or malicious usage.
• Usage Monitoring: Monitor account usage regularly and report suspected unauthorized access or unusual usage patterns promptly.

5.2 Compliance & Acceptable Use

• Legal Compliance: Services used in compliance with South African law, MNO terms of service, and industry acceptable use policies. Illegal activities strictly prohibited.
• RICA Compliance: Maintain current RICA registration information and provide required documentation for verification purposes when requested.
• Content Restrictions: Prohibited uses include spam distribution, network attacks, copyright infringement, illegal content distribution, or activities degrading network performance.
• Commercial Usage Limitations: Residential services not authorized for commercial resale or large-scale business operations without appropriate business service agreements.

5.3 Account Management Responsibilities

• Information Accuracy: Maintain accurate account information including contact details, service addresses, and billing information for service delivery and regulatory compliance.
• Payment Obligations: Ensure timely payment of monthly service charges, overage fees, and additional service costs to maintain uninterrupted service.
• Service Modifications: Service changes, cancellations, and account modifications must be submitted through official channels with appropriate notice periods.
• Technical Cooperation: Cooperate with technical support requests, security investigations, and regulatory inquiries as required for service provision.

6.1 Suspension Grounds & Procedures

• Non-Payment Suspension: Services suspended for payment arrears exceeding seven (7) days past due date. Suspension notifications sent via available communication methods.
• Policy Violation Suspension: Immediate suspension authorized for serious acceptable use policy violations, illegal activities, network security threats, or regulatory non-compliance.
• Technical Violation Suspension: Suspension for using unauthorized devices, SIM card tampering, location policy violations, or activities compromising network integrity.
• Fraud Prevention Suspension: Suspected fraudulent activities result in immediate suspension pending investigation completion and resolution.

6.2 Service Termination Conditions

• client Termination Rights: clients may terminate services with thirty (30) calendar days written notice submitted through authorized communication channels.
• Mtronika Termination Rights: Services may be terminated for persistent policy violations, extended non-payment (60+ days), or material breach of terms after appropriate notice periods.
• Early Termination Penalties: Contract services subject to early termination fees as specified in service agreements. Month-to-month services may be cancelled without penalties.
• Service Transfer Rights: Services may be transferred to acquiring entities upon thirty (30) days advance notice including assumption of client contracts and obligations.

6.3 Post-Termination Procedures

• Equipment Return: client premise equipment must be returned within thirty (30) days of termination in good working condition. Unreturned equipment charged at current replacement costs.
• Final Billing Reconciliation: Final bills include pro-rated service charges, usage overages, equipment costs, and applicable taxes. Credit balances refunded within reasonable timeframes.
• Data Preservation: client usage data retained for regulatory compliance periods then securely disposed. Personal information handled according to privacy policy requirements.
• Service Reactivation: Terminated services may be reactivated subject to credit assessment, updated agreements, and technical feasibility within specified timeframes.

7.1 Service & Device Warranty Disclaimers

• "As Is" Service Provision: Mobile wireless services provided "as is" and "as available" without warranties of merchantability, fitness for particular purpose, or uninterrupted operation.
• Performance Disclaimers: No warranties regarding specific performance levels, coverage areas, data speeds, or service availability in particular locations or under specific conditions.
• Device Warranty Limitations: Device warranties limited to manufacturer specifications and do not cover misuse, environmental damage, unauthorized modifications, or normal wear and tear.
• Third-Party Service Disclaimers: No warranties for upstream MNO network performance, third-party applications, content services, or integrated service components beyond Mtronika's direct control.

7.2 Liability Limitations & Exclusions

• Direct Liability Cap: Mtronika's maximum liability limited to monthly service charges paid for the specific service causing claimed damages during the preceding twelve (12) months.
• Consequential Damages Exclusion: No liability for indirect, consequential, special, incidental, or punitive damages including lost profits, business interruption, or data loss.
• Service Interruption Disclaimers: No liability for service interruptions caused by MNO network failures, natural disasters, government actions, civil unrest, or circumstances beyond reasonable control.
• Data Loss Disclaimers: clients responsible for data backup and business continuity planning. No liability for data loss, corruption, or unavailability due to service interruptions or device failures.

7.3 client Indemnification & Risk Allocation

• client Indemnification: clients indemnify Mtronika against third-party claims arising from client's service usage, content transmission, policy violations, or illegal activities.
• Regulatory Compliance Responsibility: clients assume responsibility for compliance with applicable laws, regulations, and industry standards in their use of mobile wireless services.
• Network Security Obligations: clients liable for damages resulting from inadequate network security, unauthorized access facilitation, or failure to implement reasonable security measures.
• Consumer Protection Act Compliance: Liability limitations comply with Consumer Protection Act requirements and preserve statutory consumer rights where applicable under South African law.

8.1 Vodacom 5G Service Terms

8.2 Vodacom Fixed LTE Service Terms

8.3 MTN 5G Service Terms

8.4 Telkom LTE Service Terms

1.1 Cooling-Off Rights

• Seven-Day Cooling-Off Period: Consumers have the right to cancel services within seven (7) calendar days of activation without penalty or reason, provided services have not been actively utilized. This cooling-off period begins from service activation date.
• Qualifying Services: Cooling-off rights apply to hosting services, domain registrations, software development contracts over R500, and telecommunications services where technically feasible.
• Service Usage Impact: Where services are actively used during the cooling-off period, the consumer may be liable for pro-rated charges for actual usage.
• Refund Processing: Full refunds processed within 15 business days of valid cooling-off cancellation. Payment reversal method matches original payment method where possible.

1.2 Clear Cancellation Procedures

• Cancellation Methods: Services may be cancelled via email to support@mtronika.co.za, written notice, or through client portal where available.
• Notice Requirements: Standard services require 30 days written notice. Fixed-term contracts subject to contract-specific notice periods and early termination clauses.
• Cancellation Confirmation: All cancellation requests acknowledged within 24 hours with written confirmation including effective cancellation date and final billing details.
• Pro-Rata Billing: Services billed monthly in advance. No pro-rata refunds for voluntary cancellations except during cooling-off period or as required by law.

1.3 Consumer Rights Protection

• Plain Language Rights: Consumer entitled to receive agreement terms in plain, understandable language. Complex technical terms explained in accessible language summaries.
• Fair Contract Terms: All contract terms are fair, reasonable, and not unconscionable. Terms that may unfairly disadvantage consumers are clearly highlighted and explained.
• Disclosure Rights: Complete pricing disclosure including all fees, charges, and potential additional costs provided before service activation.
• Quality Service Rights: Consumer entitled to services that are reasonably fit for purpose and of good quality as advertised.

2.1 Service Level Guarantees

• Connectivity SLA: Target 99.0% monthly service availability for fibre and wireless services, subject to upstream provider performance and force majeure events.
• Fault Resolution Commitment: Technical faults acknowledged within 4 business hours, escalated to upstream providers within same timeframe. Resolution timeframes: Critical (24 hours), High (72 hours), Medium (5 business days).
• Compensation Framework: Service credits provided for extended outages exceeding 48 consecutive hours: 10% of monthly fee for 48-72 hour outages, 25% for 72+ hour outages, 50% for outages exceeding 7 days.
• Performance Standards: Advertised speeds represent maximum potential under optimal conditions. Consistent delivery below 70% of advertised speed warrants service investigation and possible account credit.

2.2 Network Performance Standards

• Best Effort Basis: Services provided on best effort basis reflecting upstream provider capabilities. Performance variations expected due to network congestion, weather, and infrastructure limitations.
• Traffic Management: Fair usage policies ensure equitable network access. Network management may prioritize real-time traffic (VoIP, video conferencing) during congestion periods.
• Maintenance Windows: Planned maintenance scheduled during off-peak hours (00:00-06:00 SAST) with 48-hour advance notice. Emergency maintenance may occur without notice.
• Service Interruption Notification: Proactive notification for planned outages affecting client services. Incident updates provided via email and client portal during unplanned outages.

2.3 VoIP Numbering Plan Compliance

• Number Allocation: VoIP numbers allocated in compliance with ICASA National Numbering Plan. Geographic numbers reflect actual service location where technically possible.
• Number Portability: Mobile and geographic number porting supported subject to ICASA regulations and technical feasibility. Porting fees may apply as per regulatory guidelines.
• Emergency Services: VoIP services support emergency calling (10111, 10177, 112) where technically feasible. clients responsible for alternative emergency communication in areas with limited connectivity.
• Directory Listing: client control over directory listing inclusion. Contact details used for directory purposes only with explicit client consent.

3.1 Minors Data Protection (POPIA Enhanced)

• Age Verification: AI Education services require age verification. Participants under 18 require explicit parental/guardian consent before enrollment and data processing.
• Parental Consent Procedures: Digital consent form completed by parent/guardian including identity verification, program understanding acknowledgment, and data processing authorization.
• Limited Data Collection: Minimal personal information collected from minors: name, age, educational level, and guardian contact details. No sensitive personal information collected without specific lawful basis.
• Data Processing Restrictions: Minor's data used solely for educational purposes, progress tracking, and safety monitoring. No commercial profiling or marketing use permitted.
• Parental Access Rights: Parents/guardians have right to access, rectify, or request deletion of minor's data at any time. Simplified access procedures provided for parental data requests.

3.2 Enhanced Safety Measures

• Content Filtering: AI education platforms implement age-appropriate content filtering and monitoring. Inappropriate content automatically blocked and reported.
• Supervised Learning Environment: Online sessions supervised by qualified educators. Recording and monitoring capabilities for safety and quality assurance purposes.
• Communication Restrictions: Limited communication features between participants. All communications monitored for safety and appropriateness.
• Incident Reporting: Clear procedures for reporting safety concerns, inappropriate behavior, or technical issues affecting minors' safety.

4.1 Expanded Force Majeure Events

• Natural Disasters: Floods, earthquakes, fires, severe weather events, and natural disasters affecting service infrastructure or accessibility.
• Infrastructure Failures: Upstream provider network failures, submarine cable cuts, power grid failures, data center outages, and third-party infrastructure dependencies.
• Civil & Political Events: Civil unrest, strikes, government actions, regulatory changes, import/export restrictions, and political instability affecting service delivery.
• Telecommunications-Specific Events: Spectrum interference, equipment failures, cyber attacks affecting infrastructure, satellite positioning issues, and regulatory spectrum changes.
• Pandemic & Health Emergencies: Public health emergencies affecting staff availability, supply chain disruptions, and government-mandated business restrictions.

4.2 Business Continuity Obligations

• Continuity Planning: Mtronika maintains business continuity plans for critical services including backup communication channels, alternative service delivery methods, and staff contingency procedures.
• client Communication: Force majeure events communicated to affected clients within 6 hours via email, SMS, website updates, and social media where possible.
• Service Restoration Priority: Business-critical services prioritized during recovery. Essential services (emergency communications, critical infrastructure) receive highest restoration priority.
• Alternative Arrangements: Where possible, alternative service arrangements or temporary solutions provided during force majeure events at no additional charge.

5.1 Data Protection Officer (DPO) Designation

• DPO Contact Details: Mtronika has appointed a qualified Data Protection Officer responsible for POPIA compliance, data subject inquiries, and regulatory liaison.
• DPO Contact Information: Email: dpo@mtronika.co.za | Phone: 078 531 0450 | Response timeframe: 72 hours for data subject requests.
• DPO Responsibilities: POPIA compliance monitoring, staff training, privacy impact assessments, breach management, and regulatory communication.
• Independent Authority: DPO operates with appropriate independence and authority to ensure effective data protection oversight and compliance.

5.2 Data Breach Notification Procedures

• 72-Hour Notification Commitment: Data breaches affecting personal information reported to Information Regulator within 72 hours of discovery, as required by POPIA Section 22.
• client Notification: Affected clients notified within 72 hours via email, SMS, or registered mail depending on breach severity and contact information availability.
• Breach Assessment Process: Immediate containment, impact assessment, forensic investigation, remediation planning, and regulatory reporting procedures.
• Remediation Measures: Identity monitoring services, credit monitoring, password reset requirements, and additional security measures provided at no cost to affected clients.

5.3 International Data Transfer Safeguards

• Adequacy Decisions: International data transfers conducted only to countries with POPIA adequacy decisions or appropriate safeguards in place.
• Binding Corporate Rules: International service providers bound by corporate data protection rules equivalent to POPIA standards.
• Standard Contractual Clauses: Data processing agreements with international providers include standard contractual clauses for data protection.
• Data Subject Rights: International transfers do not diminish data subject rights under POPIA. Cross-border complaint mechanisms available.

6.1 Cooling-Off Rights Implementation

• Automatic Rights: All qualifying services include automatic cooling-off rights without need for separate notification or complex procedures.
• Service Interruption: Cooling-off period interrupted once services are actively utilized or benefits derived. Pre-usage testing does not constitute interruption.
• Device Return Requirements: Physical devices must be returned in original condition with all packaging and accessories for full refund eligibility.
• Digital Services: Digital services (hosting, domains, software) subject to cooling-off rights provided no active usage or configuration has occurred.

6.2 Partial Refund Policies

• Pro-Rata Calculations: Partial refunds calculated based on unused service period for services paid in advance. Daily pro-rating applied for accuracy.
• Service Degradation: Partial refunds available for significant service degradation below advertised standards, calculated based on outage duration and impact severity.
• Early Termination: Fixed-term contracts subject to early termination fees offset against unused service value. Net refund/liability calculated transparently.
• Setup Fees: Non-refundable setup fees clearly identified in service agreements. Labor costs for custom work non-refundable once commenced.

6.3 Refund Dispute Escalation

• Internal Resolution: Refund disputes handled through standard client service channels with 48-hour response commitment.
• Management Escalation: Unresolved refund disputes escalated to management within 5 business days for independent review.
• External Mediation: Persistent disputes may be referred to independent mediation through accredited dispute resolution service.
• Consumer Protection Rights: Consumer rights under CPA preserved including access to National Consumer Tribunal for qualifying disputes.

7.1 Mediation Procedures

• Voluntary Mediation: Parties encouraged to resolve disputes through voluntary mediation before formal legal proceedings.
• Mediation Service Providers: Disputes may be mediated through Arbitration Foundation of South Africa, ISPA complaints procedure, or other accredited mediation services.
• Cost Sharing: Mediation costs shared equally between parties unless alternative arrangement agreed. Mtronika covers client's share for disputes under R5,000.
• Good Faith Participation: Both parties commit to good faith participation in mediation process with authority to settle disputes.

7.2 Arbitration Framework

• Arbitration Authority: Disputes not resolved through mediation subject to binding arbitration under Arbitration Foundation of South Africa rules.
• Arbitrator Selection: Single arbitrator appointed by agreement or Arbitration Foundation if no agreement reached within 30 days.
• Arbitration Costs: Arbitration costs allocated by arbitrator based on dispute merits. Small claims disputes (under R10,000) costs limited to client's affordability.
• Enforcement: Arbitration awards enforceable in South African courts as civil judgments.

7.3 Regulatory Complaint Rights

• Telecommunications Complaints: ICASA complaints procedure available for telecommunications service disputes after internal resolution attempted.
• Consumer Protection Appeals: CPA dispute resolution mechanisms available including National Consumer Tribunal access.
• Data Protection Complaints: Information Regulator complaints available for POPIA-related disputes and data protection violations.
• Industry Complaints: ISPA Code of Conduct complaints procedure available for internet services and ethical business practice disputes.

1.1 Never Trust, Always Verify Client Interactions

• Client Identity Verification: Every client, user, and device must authenticate and be authorized before accessing any Mtronika service, regardless of previous interactions or relationship history.
• Continuous Session Validation: Client sessions continuously validated through behavioral analysis, device fingerprinting, geolocation checks, and contextual security factors.
• Zero Network Assumption: Client network location never determines access privileges. All client connections treated with equal security scrutiny regardless of source.
• Device Trust Assessment: All client devices accessing Mtronika systems undergo security posture assessment including OS updates, browser security, and compliance verification.

1.2 Principle of Least Privilege for Clients

• Minimal Client Access Rights: Clients granted minimum access necessary to utilize contracted services. Additional privileges require explicit justification and documented approval.
• Service-Based Access Control: Access permissions assigned based on specific service agreements with regular review and automatic expiration cycles.
• Time-Limited Access: Client access privileges automatically expire based on service terms with renewal requiring active verification and consent.
• Data Access Segregation: Client access to data strictly compartmentalized to their own information and contracted services only.

1.3 Assume Breach Mentality for Client Protection

• Breach Assumption Design: All client-facing systems designed assuming security breaches will occur. Focus on limiting client data exposure and enabling rapid incident response.
• Client Data Isolation: Network micro-segmentation prevents compromised client accounts from accessing other client data or system resources.
• Behavioral Monitoring: Continuous monitoring of client behavior patterns to detect anomalous activities indicating potential account compromise or misuse.
• Rapid Client Protection: Automated systems immediately isolate suspected compromised client accounts while preserving service availability and forensic evidence.

2.1 Client-Facing AI Model Security

• AI Model Integrity: Client-facing AI models protected against adversarial attacks, prompt injection, and unauthorized model extraction through cryptographic signing and input validation.
• Client Data Training Protection: Client data never used for AI model training without explicit consent. Training datasets anonymized and access-controlled with client data segregation.
• Inference Security: Client AI requests validated, rate-limited, and monitored for malicious inputs or attempts to extract sensitive information or model parameters.
• Response Filtering: AI responses filtered for client data leakage, inappropriate content, and compliance with ethical AI guidelines before delivery.

2.2 AI Education Platform Client Protection

• Student Data Privacy: Enhanced protection for student data including age-appropriate privacy controls, parental access rights, and POPIA compliance for educational records.
• Content Safety Filters: Multi-layered AI-powered content filtering ensures age-appropriate material delivery and prevents exposure to harmful, inappropriate, or dangerous content.
• Session Encryption: All educational sessions encrypted end-to-end with secure session recording capabilities for safety monitoring and quality assurance.
• Instructor Background Verification: Comprehensive background checks and continuous monitoring of all educational staff with access to student platforms and data.

2.3 AI Ethics & Bias Prevention for Clients

• Algorithmic Fairness Audits: Client-facing AI systems regularly audited for bias, discrimination, and unfair treatment across demographic groups and use cases.
• Explainable AI for Clients: AI decision-making processes documented and explainable to clients, ensuring transparency and accountability in automated decisions.
• Client Consent Management: Clear consent mechanisms for AI processing of client data with granular opt-out capabilities and preference management.
• Ethical AI Review Board: Regular ethical review of client-facing AI applications by multidisciplinary teams including ethicists, technologists, and client representatives.

3.1 WhatsApp Integration Security

• End-to-End Encryption Preservation: WhatsApp's native end-to-end encryption maintained with additional security layers for business communications and client data protection.
• Business Account Verification: Mtronika WhatsApp Business account fully verified with Meta/Facebook business verification processes ensuring authenticity and trustworthiness.
• API Security Implementation: WhatsApp Business API integrated with secure authentication, webhook validation, and encrypted data transmission protocols.
• Message Template Compliance: Pre-approved message templates prevent unauthorized communications and ensure compliance with WhatsApp Business policies and client consent requirements.

3.2 Client Conversation Protection

• Conversation Data Encryption: All WhatsApp chatbot conversations encrypted at rest and in transit with client-specific encryption keys and secure key management.
• PII Detection & Protection: Automated detection and secure handling of personally identifiable information in WhatsApp conversations with client data protection protocols.
• Session Isolation: Client conversations isolated between users and sessions to prevent information leakage and maintain client confidentiality.
• Conversation Logging Security: Secure logging of client interactions for quality assurance with strict access controls and data retention policies.

3.3 WhatsApp Chatbot AI Security

• Input Sanitization: All WhatsApp chatbot inputs sanitized and validated to prevent prompt injection, jailbreaking, and malicious manipulation attacks.
• Response Content Filtering: AI-generated WhatsApp responses filtered for inappropriate content, client data leakage, and compliance with business communication standards.
• Rate Limiting & Abuse Prevention: Intelligent rate limiting prevents spam, automated attacks, and resource exhaustion while maintaining responsive client service.
• Client Data Retention: WhatsApp conversation data retained only for necessary business periods with automatic purging and client-requested deletion capabilities.

4.1 Secure Development Lifecycle (SDLC)

• Security-by-Design: All client software projects incorporate security from initial design phase through deployment with threat modeling and risk assessment integration.
• Code Security Reviews: Comprehensive security code reviews conducted for all client projects using automated tools and manual expert analysis for vulnerability identification.
• OWASP Compliance: All client applications developed according to OWASP Top 10 security standards with regular security assessments and penetration testing.
• Secure Coding Standards: Adherence to industry-standard secure coding practices including input validation, output encoding, and authentication implementation.

4.2 Client Application Security Testing

• Static Application Security Testing (SAST): Automated static code analysis integrated into development pipeline to identify security vulnerabilities before deployment.
• Dynamic Application Security Testing (DAST): Runtime security testing of client applications to identify vulnerabilities in live execution environments.
• Penetration Testing: Professional penetration testing conducted for all major client applications before production deployment and annually thereafter.
• Vulnerability Management: Continuous vulnerability scanning and management with automated patching and security update deployment procedures.

4.3 Client Data Security in Development

• Development Data Protection: Client production data never used in development or testing environments. Synthetic data generated for testing purposes only.
• Source Code Security: Client source code stored in secure version control systems with access logging, branch protection, and encryption at rest.
• Development Environment Isolation: Client development environments isolated from production systems and other client projects with strict access controls.
• Third-Party Component Security: All third-party libraries and components scanned for vulnerabilities with regular updates and security patch management.

5.1 Client Website Security Standards

• SSL/TLS Implementation: Mandatory HTTPS encryption for all client websites using industry-standard TLS protocols with perfect forward secrecy and automatic certificate renewal.
• Web Application Firewall (WAF): Advanced WAF protection implemented for client websites against common web attacks including SQL injection, XSS, and DDoS attacks.
• Content Security Policy (CSP): Comprehensive CSP headers implemented to prevent XSS attacks, code injection, and unauthorized resource loading.
• Security Headers Implementation: Full suite of security headers including HSTS, X-Frame-Options, X-Content-Type-Options, and Referrer-Policy for client protection.

5.2 Client Content Management Security

• CMS Security Hardening: Content management systems secured through regular updates, security plugin implementation, and access control configuration.
• User Access Management: Client website user accounts managed with role-based access controls, strong password requirements, and multi-factor authentication.
• File Upload Security: Secure file upload mechanisms with virus scanning, file type validation, and malware detection for client content.
• Database Security: Client website databases secured with encryption at rest, parameterized queries, and regular security updates.

5.3 Client Website Performance & Security Monitoring

• Security Monitoring: 24/7 security monitoring for client websites including intrusion detection, malware scanning, and anomaly detection.
• Backup & Recovery: Automated secure backups with encryption and immutable storage options, regular restore testing for client data protection.
• Performance Security: CDN integration with security features including DDoS mitigation, bot management, and geographic access controls.
• Compliance Scanning: Regular compliance scanning for GDPR, POPIA, and accessibility standards with automated remediation recommendations.

6.1 Client Personal Information Protection

• POPIA Compliance: Full compliance with Protection of Personal Information Act for all client data processing with documented lawful basis and consent management.
• Data Minimization: Collection of minimum client data necessary for service delivery with regular data audits and unnecessary data purging.
• Encryption at Rest & Transit: All client data encrypted using AES-256 encryption at rest and TLS 1.3 in transit with secure key management.
• Client Data Rights: Comprehensive support for client data rights including access, rectification, erasure, and portability under POPIA requirements.

6.2 Client Consent & Transparency

• Granular Consent Management: Detailed consent mechanisms allowing clients to control specific data processing activities with easy withdrawal options.
• Data Processing Transparency: Clear documentation and client notifications about data processing purposes, duration, and third-party sharing.
• Client Data Dashboard: Self-service client portal providing visibility into personal data processing, consent status, and data management options.
• Privacy Impact Assessments: Regular privacy impact assessments for client-facing services with public reporting of privacy protection measures.

6.3 Third-Party Data Sharing Protection

• Vendor Security Assessment: Comprehensive security assessments of all third-party vendors with access to client data including contractual security requirements.
• Data Sharing Agreements: Formal data sharing agreements with third parties including data protection clauses and liability provisions.
• International Transfer Protection: Adequate protection for international client data transfers including standard contractual clauses and adequacy assessments.
• Client Control Over Sharing: Client approval required for any non-essential third-party data sharing with opt-out capabilities and sharing transparency.

7.1 Security Incident Response

• 24/7 Incident Response: Round-the-clock security incident response team with defined escalation procedures and client notification protocols.
• Rapid Client Notification: Clients notified within 24 hours of confirmed security incidents affecting their data or services with regular status updates.
• Incident Containment: Immediate incident containment procedures to limit client data exposure and service disruption during security events.
• Forensic Investigation: Professional forensic investigation of security incidents with detailed reporting and remediation recommendations for clients.

7.2 Client Communication & Support

• Transparent Communication: Clear, honest communication with clients about security incidents, service issues, and resolution progress.
• Dedicated Security Contact: Dedicated security contact point for clients to report security concerns and receive incident updates.
• Client Security Education: Regular security awareness training and best practice guidance provided to clients for enhanced protection.
• Post-Incident Analysis: Comprehensive post-incident analysis shared with clients including lessons learned and additional protection measures implemented.

7.3 Business Continuity & Client Service Protection

• Service Continuity Planning: Comprehensive business continuity plans ensuring minimal client service disruption during security incidents or system failures.
• Redundant Infrastructure: Geographically distributed redundant infrastructure ensuring client service availability during localized incidents or disasters.
• Client Data Recovery: Robust data recovery capabilities ensuring client data can be restored quickly and completely following any data loss incident.
• Emergency Client Support: Emergency client support procedures activated during major incidents providing dedicated assistance and communication channels.