Primetel Pty Ltd t/a NConnect Botswana Terms and Conditions

PRIMETEL T/A NCONNECT

TERMS AND CONDITIONS OF SERVICE

Effective Date: 2 November 2026

1. INTRODUCTION

These Terms and Conditions govern the provision and use of services supplied by Primetel (Pty) Ltd, trading as NConnect (hereinafter referred to as "NConnect", "Primetel", "we", "us" or "our").

By ordering, purchasing, subscribing to or using any NConnect service, the customer ("Customer", "you" or "your") agrees to these Terms and Conditions, together with any applicable service description, quotation, order form, acceptable use policy or separate written agreement.

If the Customer does not agree to these Terms and Conditions, the Customer should not purchase or use the services.

2. SERVICES PROVIDED

NConnect may provide the following services, subject to availability and the applicable service plan:

• Fibre and wireless internet connectivity.
• Website hosting and server hosting.
• Business email hosting.
• Domain registration and related services.
• Business voice, VoIP and communication services.
• Managed IT services and technical support.
• Other telecommunications, networking and technology services.

Specific features, resource limits, service speeds, prices and support arrangements will be described in the relevant service plan, quotation or service agreement.

NConnect reserves the right to modify, upgrade or discontinue a service where reasonably necessary, subject to applicable law and any contractual obligations.

3. CUSTOMER ACCOUNT AND INFORMATION

Customers must provide accurate, complete and current information when registering for NConnect services.

Customers are responsible for maintaining the confidentiality of their account credentials, passwords and authentication methods.

Customers must notify NConnect promptly if they suspect that their account has been compromised or accessed without authorisation.

Customers are responsible for activities conducted through their accounts unless applicable law provides otherwise.

NConnect may request reasonable information to verify a customer's identity, investigate suspected fraud or comply with legal and regulatory obligations.

4. PRICING, INVOICING AND PAYMENT

Service prices, recurring charges, installation fees, deposits and other applicable charges will be communicated to the Customer before or during the ordering process.

Customers must pay invoices by the stated due dates using the payment methods accepted by NConnect.

Unless otherwise agreed in writing, recurring services are billed according to the applicable billing cycle.

Customers are responsible for reviewing their invoices and contacting NConnect promptly if they identify a billing error.

Any applicable taxes, duties or statutory charges will be charged in accordance with applicable law.

Where a payment is overdue, NConnect may issue reminders, restrict services or suspend services in accordance with these Terms, the applicable service agreement and applicable law.

5. OVERDUE ACCOUNTS AND SERVICE SUSPENSION

NConnect may suspend or restrict a service where the Customer fails to pay an undisputed amount by the applicable due date, subject to any required notice and applicable law.

For website hosting and business email services, NConnect's standard policy is to suspend the affected service three (3) days after the service expiry date if payment has not been received, unless a different arrangement has been agreed in writing or applicable law requires otherwise.

Suspension may make websites, email accounts, applications or other hosted services inaccessible.

Customers remain responsible for outstanding charges incurred before suspension, subject to applicable law and the terms of their agreement.

NConnect may restore suspended services after the outstanding amounts have been paid or an alternative arrangement has been approved.

Suspension does not guarantee that data will remain available indefinitely. Customers must maintain independent backups of their data.

6. CUSTOMER BACKUPS AND DATA RESPONSIBILITY

6.1 Customer Responsibility for Backups

Customers are solely responsible for maintaining regular, current and independently stored backups of all important data associated with their services.

This includes, but is not limited to:

• Website files and content.
• Databases and application data.
• Email messages and email attachments.
• Customer contact lists and address books.
• Domain and website configurations.
• Application settings and software configurations.
• Documents, files and other stored information.

Backups should be stored separately from the NConnect service and should be tested periodically to confirm that the data can be restored.

6.2 No Guaranteed Backup or Recovery

Unless a separate written agreement expressly provides otherwise, NConnect does not undertake to provide a managed backup service or guarantee that Customer data can be recovered following data loss, corruption, deletion, service failure or termination.

Any backups, snapshots or recovery facilities that NConnect may provide without a separate contractual commitment are supplementary facilities only. Customers must not rely on them as their sole means of data protection.

6.3 Data Loss

To the extent permitted by applicable law, NConnect shall not be liable for the loss, corruption, deletion or inability to recover Customer data where liability can lawfully be excluded or limited.

Customers acknowledge that data stored on internet-connected systems may become unavailable or unrecoverable and accept responsibility for maintaining independent backups.

6.4 Restoration Assistance

Where technically feasible, NConnect may provide data restoration assistance at its discretion or under a separate service agreement.

Restoration may incur additional charges and cannot be guaranteed. The Customer remains responsible for maintaining independent backups, whether or not restoration assistance is available.

6.5 Separate Backup Services

Where a dedicated backup or disaster recovery service is purchased, its scope, retention periods, recovery objectives, exclusions and charges will be governed by the applicable service description or written agreement.

Customers should review those conditions carefully and maintain independent backups appropriate to their needs.

7. CYBERSECURITY, HACKING AND MALICIOUS SOFTWARE

7.1 General Cybersecurity Risks

Customers acknowledge that internet connectivity, website hosting, email and other technology services are exposed to cybersecurity risks.

These risks include hacking, unauthorised access, phishing, viruses, ransomware, spyware, malicious scripts, distributed denial-of-service attacks, software vulnerabilities, spam and other malicious activities.

Although NConnect may implement reasonable security measures appropriate to its services, no internet-connected system can be guaranteed to be completely secure.

7.2 Customer Security Responsibilities

Customers must take reasonable measures to protect their accounts, websites, devices, applications, email accounts and data.

These measures include:

• Using strong passwords and enabling multi-factor authentication where available.
• Keeping operating systems, applications, content management systems, plugins and other software updated.
• Protecting account credentials against unauthorised disclosure.
• Using appropriate antivirus, endpoint protection and security controls where applicable.
• Maintaining independent backups of important data.
• Securing website administration panels, databases and email accounts.
• Removing vulnerable, outdated or unsupported software where reasonably necessary.
• Promptly notifying NConnect of suspected account compromise or security incidents affecting NConnect services.

7.3 Hacking and Unauthorised Access

To the extent permitted by applicable law, NConnect shall not be liable for unauthorised access to Customer accounts, websites, email accounts, applications or data where such liability can lawfully be excluded or limited.

This includes incidents arising from compromised Customer credentials, vulnerable Customer software, insecure Customer configurations or circumstances outside NConnect's reasonable control.

Nothing in this clause excludes liability that cannot lawfully be excluded.

7.4 Viruses, Malware and Ransomware

Customers are responsible for protecting their systems and content against malicious software, including viruses, ransomware, spyware and malicious scripts.

To the extent permitted by applicable law, NConnect shall not be liable for losses caused by such incidents where its liability can lawfully be excluded or limited.

Where Customer content, websites, email accounts or applications contain malicious software or pose a security risk, NConnect may take reasonable and proportionate protective measures.

Such measures may include blocking malicious traffic, isolating affected systems, restricting access, temporarily suspending compromised accounts or requiring corrective action.

7.5 Security Incidents and Service Disruption

Cyber attacks and other security incidents may cause service interruptions, restricted access, data loss or delays in restoring services.

NConnect may implement emergency security measures and perform maintenance or remediation to protect its infrastructure and restore affected services.

NConnect will endeavour to notify affected Customers of material service disruptions where reasonably practicable and legally required.

7.6 Cooperation

Customers must reasonably cooperate with NConnect in investigating and resolving security incidents affecting NConnect services.

This may include changing compromised passwords, updating vulnerable software, removing malicious content and providing relevant technical information.

NConnect will fulfil its own applicable legal obligations relating to security incidents and personal data breaches.

8. ACCEPTABLE USE

Customers must use NConnect services lawfully and responsibly.

Customers must not use NConnect services to:

• Conduct unlawful activities.
• Distribute malware, viruses, ransomware or other malicious software.
• Conduct unauthorised security testing, scanning or attacks against third-party systems.
• Send unsolicited bulk email or operate spam services.
• Attempt to gain unauthorised access to networks, servers, accounts or systems.
• Host or distribute content that infringes applicable law or third-party rights.
• Interfere with the operation, integrity or security of NConnect's infrastructure.
• Abuse network resources in a manner that materially affects other customers.
• Engage in fraud, phishing, impersonation or other deceptive activities.

NConnect may investigate suspected misuse and take reasonable action, including blocking traffic, restricting access or suspending affected services where necessary and lawful.

Where practicable, NConnect will notify the Customer and allow an opportunity to remedy the issue, except where urgent action is reasonably necessary to protect security, comply with law or prevent harm.

9. INTERNET CONNECTIVITY AND NETWORK PERFORMANCE

Internet services depend on network infrastructure, upstream providers, routing, radio conditions, equipment, power availability and other factors.

Advertised speeds and performance figures are subject to the conditions of the applicable service plan.

Actual performance may vary due to network congestion, distance, signal quality, equipment, interference, upstream network conditions and other factors outside NConnect's reasonable control.

NConnect does not guarantee uninterrupted or error-free internet access unless expressly stated in a separate written service agreement.

NConnect may carry out maintenance, upgrades and network repairs that temporarily affect service availability.

Where reasonably practicable, planned maintenance will be communicated in advance when it is expected to cause a material interruption.

10. SERVICE AVAILABILITY AND SUPPORT

Support channels, operating hours, response targets and service commitments may vary according to the service plan.

Unless a separate written Service Level Agreement expressly provides otherwise, any response times or availability figures communicated informally are targets rather than guarantees.

A separate Service Level Agreement, where applicable, will take precedence over these general provisions to the extent of any conflict concerning the specific service commitments it covers.

11. WEBSITE HOSTING AND BUSINESS EMAIL

Customers using website hosting or business email services are responsible for ensuring that their content, applications, messages and activities comply with applicable law and these Terms.

Customers must monitor their storage usage and remain within the limits of their purchased plan.

Customers must not use hosting or email services to distribute spam, malware, phishing messages, unlawful content or material that compromises the security or stability of the hosting platform.

NConnect may impose reasonable resource limits to protect the stability and performance of shared infrastructure.

Where a website or email account presents a security risk, exceeds permitted resource limits or violates these Terms, NConnect may request corrective action or restrict the affected service.

NConnect does not guarantee that every website, email message or attachment will be delivered, remain accessible or be recoverable.

Customers are responsible for maintaining independent copies of important emails, attachments, website files and databases.

12. DOMAIN NAMES AND THIRD-PARTY SERVICES

Domain registration and renewal are subject to the applicable registrar's policies, registry rules and availability.

NConnect does not guarantee the availability of a particular domain name until registration has been confirmed.

Third-party services, software licences and infrastructure may be subject to additional terms and conditions.

Customers must comply with applicable third-party terms when using such services.

NConnect is not responsible for interruptions caused by third-party providers to the extent that such responsibility can lawfully be excluded or limited.

13. PRIVACY AND PERSONAL INFORMATION

NConnect collects and processes Customer information as necessary to provide services, manage accounts, process payments, provide support, maintain network security and comply with legal obligations.

Personal information will be handled in accordance with NConnect's Privacy Policy and applicable data protection laws.

Customers should read the Privacy Policy to understand what information is collected, how it is used, how long it is retained and how applicable privacy rights may be exercised.

Nothing in these Terms authorises NConnect to disregard its legal obligations concerning personal information.

14. SERVICE SUSPENSION FOR SECURITY OR MISUSE

NConnect may temporarily restrict, isolate or suspend a service where reasonably necessary to:

• Protect its network, servers or other customers.
• Respond to a suspected cyberattack or account compromise.
• Prevent the distribution of malware or spam.
• Address a material breach of these Terms.
• Comply with a lawful direction or applicable legal obligation.
• Prevent an immediate and material risk to service security or integrity.

Where practicable, NConnect will notify the Customer of the reason for suspension and the steps required to restore the service.

NConnect will consider the circumstances and take reasonable and proportionate action.

15. CANCELLATION AND TERMINATION

Customers may request cancellation in accordance with the cancellation procedure and notice period applicable to their service plan or written agreement.

Any outstanding charges incurred before the effective cancellation date remain payable, subject to applicable law and the relevant agreement.

Upon termination, services may be disabled and Customer data may become inaccessible or be deleted in accordance with applicable retention practices, contractual commitments and legal obligations.

Customers must export or download their data and make independent backups before cancellation or termination.

NConnect is not required to retain Customer data indefinitely unless a separate written agreement or applicable law requires it.

Any applicable notice requirements, refund rights and restrictions on termination will be governed by the relevant service agreement and applicable law.

16. REFUNDS

Refund eligibility will depend on the service purchased, the applicable service agreement and applicable law.

Installation charges, domain registration fees, third-party fees and charges for services already supplied may be non-refundable where this is lawful and has been properly disclosed.

Nothing in these Terms removes any refund or cancellation right that cannot lawfully be excluded.

Customers should submit refund requests to NConnect through the designated support or accounts channel.

17. LIMITATION OF LIABILITY

To the extent permitted by applicable law, NConnect shall not be liable for indirect or consequential losses, loss of profits, loss of business opportunities, business interruption or loss of data arising from the use or inability to use its services where such liability can lawfully be excluded or limited.

NConnect does not guarantee that services will be completely uninterrupted, error-free or immune from cybersecurity threats.

Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, gross negligence or any other liability to the extent that it cannot lawfully be excluded or limited under applicable law.

Where a separate written agreement contains a specific limitation of liability, that provision will apply to the extent legally enforceable.

18. FORCE MAJEURE

NConnect will not be responsible for delays or failures to perform obligations to the extent caused by events beyond its reasonable control, subject to applicable law.

Such events may include natural disasters, severe weather, fire, civil unrest, power failures, widespread telecommunications failures, upstream provider outages, government actions and other comparable events.

NConnect will take reasonable steps to mitigate the effects of such events and resume affected services when practicable.

19. CHANGES TO THESE TERMS

NConnect may update these Terms to reflect changes in its services, business operations, security requirements or applicable law.

Material changes will be communicated to affected Customers through reasonable means where practicable and as required by law.

Changes will take effect on the date specified in the notice, subject to applicable legal requirements and any existing contractual commitments.

Continued use of the affected services after changes take effect will be subject to the revised Terms to the extent permitted by applicable law.

20. COMPLAINTS AND DISPUTE RESOLUTION

Customers should first contact NConnect through its designated customer support or complaints channel to seek resolution of a complaint.

Both parties will endeavour to resolve disputes in good faith.

Nothing in this clause prevents either party from exercising any rights available under applicable law or approaching a competent regulatory authority or court where appropriate.

21. GOVERNING LAW AND JURISDICTION

These Terms are intended to be governed by the laws of the Republic of Botswana and DPA, subject to applicable mandatory legal requirements.

Any dispute arising from these Terms will be dealt with by a competent court or other appropriate forum in accordance with applicable law.

22. GENERAL PROVISIONS

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

A failure by NConnect to enforce a provision does not automatically constitute a waiver of its rights.

These Terms, together with applicable service descriptions, written quotations and signed agreements, form the contractual framework governing the relevant services.

Where a signed agreement expressly conflicts with these Terms, the signed agreement will prevail for the specific matter addressed in that agreement, subject to applicable law.

23. CONTACT INFORMATION

For questions concerning these Terms, billing, service issues or complaints, please contact NConnect through the official contact details published on its website or supplied in your service documentation.

Service Provider: Primetel (Pty) Ltd, trading as NConnect

Physical Address: Plot 1266 Luthuli Rd, Gaborone Country of Operation: Republic of Botswana Registered Address: To be inserted before publication Customer Support Email: To be confirmed Website: NConnect's official website