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DEFINITIONS

Enbaya: Enbaya Prepaid Meters CC
 
Website/s: Collectively any website under the control, ownership and management of Enbaya Prepaid Meters CC formerly known as Enbaya Trading CC.
 
Customer: The landowner, body corporate, or company that has purchased the prepaid meters and is rightfully entitled to install such affixed property.
 
End-User or Consumer: The user or consumer that uses the meter to meter or vend utilities.
 
Installer and/or Technician: Electrician or plumber appointed to perform installations and replacements of prepaid meters.
 
Prepaid Meter Hardware: a physical prepaid meter or AMI post-paid meter that is active and vending on the Enbaya vending software.
 
Active Meter: Active meter is a meter that is marked active on Enbaya vending system and monthly vending fees are paid up to date for the meter.
 
Side Notes, Warnings, Reminders: are not part of these terms but are included for purposes and as means of: help, suggestions and clarification.
 

GENERAL

PREPAIDMETERS.CO.ZA and PrePaidMeters.net is owned by Enbaya PrepaidMeters CC.
 
PREPAIDMETERS.CO.ZA and its affiliates provide their services to you subject to the conditions set out below. Please read these terms and conditions in conjunction with our PrepaidMeters.co.za Service Policy.
 
When you visit or shop at the PREPAIDMETERS.CO.ZA website and when dealing with Enbaya Prepaid Meters CC you are deemed to accept these conditions. When you use any current or future PREPAIDMETERS.CO.ZA service, visit or purchase from any business affiliated with PREPAIDMETERS.CO.ZA, whether or not included in the PREPAIDMETERS.CO.ZA web site, you will also be subject to the guidelines and conditions applicable to such service or business.
 
PREPAIDMETERS.CO.ZA furthermore reserves the right to amend its terms and conditions without notice, and your continued use of this site following such amendment shall be deemed to be your acceptance of such amendment.
 
PREPAIDMETERS.CO.ZA, or any of its affiliates, will not be held liable for any direct, indirect, general, special, incidental, or consequential damages due to a failure, suspension, or withdrawal of all or any part of the website.
 

ELECTRONIC COMMUNICATIONS

When you visit our website, or send e-mails to us, you are communicating with us electronically. You are deemed to consent to the receiving of communications from us electronically, which communication will be in the form of e-mails or by posting notices to the users in general, on this website. You are further deemed to consent thereto that all agreements, notices, disclosures and other communications, that we provide to you electronically, satisfy any legal requirement that such communications be in writing.
 

COPYRIGHT

All content included on this site, the compilation of said content and all software used on this site is the property of Enbaya Prepaid Meters CC or its content and suppliers, and is protected by South African and international copyright and intellectual property laws.
 

LICENSE AND SITE ACCESS

Enbaya Prepaid Meters CC only grants you a limited license to use www.PrepaidMeters.co.za and PrePaidMeters.net to browse the content, make legitimate purchases and you shall not use this site for any other purpose, including, without limitation, to make any speculative, false or fraudulent purchase. This site and the content provided in this site may not be copied, reproduced, republished, uploaded, posted, transmitted or distributed. "Deep-linking", "embedding" or using analogous technology is strictly prohibited. Unauthorized use of this site and/or the materials contained on this site may violate applicable copyright, trademark or other intellectual property laws or other laws.
 
5.1. VENDING ACCESS
 
All meters vending provided on PrePaidMeters.net for self-management vending method carry a monthly fee per meter per month for unlimited amounts of credits and tokens. This service fee is paid via debit order monthly, quarterly or bi-annually.

Should any debit order fail the customer is liable for any costs involved in collecting the amounts due including but not limited to any penalty fees levied by the bank for failed debit orders.
 
Meters will only be enabled on the vending system once online registration is complete, the customer registration form has been faxed or emailed back together with copy of South African ID and last month’s electricity and/or water bill for the property where the sub-meter/s are installed.
 
Outsourced Managed Meters is a different option to self-managed meters. This service carries a basic service fee from the date of meters registration or a percentage of gross revenue collected, whichever is greater. Correct forms must be signed for this service to be enabled. Should tenants deposit funds into our meter control account this shall be seen as acceptance of terms of Outsource Meter management even if contracts and forms have not been returned to our offices in a timely manner. Should deposits be made by tenant without the forms completed by the landlord, management fees and terms are seen as accepted by landlord from date of which first deposit has been made by a tenant. Outsource Managed method carries the basic fee per meter per month regardless of whether or not the meter vended in that month.
 
5.1.1. All Outsource Managed collections run from the 26th to the 25th of the following month. All Outsourced Managed collections are paid out to registered meters owner on the last working day of each month via NetCash payment system.
 
5.2. DISCONNECTING & RECONNECTING METERS ON THE VENDING SYSTEM
 
If you require disconnection of a meter/s which is commonly known as “Disable-No-Fees” function, from the vending system will have to re-register the meter/s should you wish to re-connect the meter/s to the vending system. This carries a cost of R150 per meter inclusive of VAT. Should you disconnect a meter/s and monthly service fees have been paid there will be no refund on those fees.
 
There will be no refund on service fees charged per meter per month for self-managed meters. Take the above into consideration together with the R150 fee per meter for reconnection and re-registration of your meter onto the system before you request disconnection.
 
If you wish to request disconnection your meter you need to write to: support AT prepaidmeters.co.za or Accounts AT prepaidmeters.co.za. You need to include all your identifying details used on initial registration and the meter number which you wish to disconnect.
 
No meter/s will be disconnected without proper and satisfactory identification of the registered meter owner sent to the correct email address as above stated.
 
5.3. DISABLING and ENABLING VENDING
 
You can request to DISABLE or ENABLE vending for meters that are already registered on the system. This is free of charge. Please understand that if you DISABLE vending this will continue to charge you the costs per meter per month but the meter will not vend tokens until you re-enable vending to the meter/s.
 
If you wish to DISABLE or RE-ENABLE vending please write to support AT prepaidmeters.co.za to request this. You need to include in your email all your identifying details used on initial registration and the meter number which you wish to DISABLE or ENABLE VENDING.
 
If your meter is an STS meter or working in STS mode; the meter will continue to work until such time as the last token of electricity or water is consumed, thereafter it will disallow any further tokens to be entered.
 
5.4. PROVISION FOR EMERGENCY TOKENS FOR METER USERS/CONSUMERS
 
Under the Self-Management vending method; meter owners, landlords and managers including resellers and reseller partners have various rights to use the Vending system to vend tokens to meter users and tenants as these are provided from time to time. Should meter users contact us via PrePaidMeters.co.za to get tokens in the absence of the landlord or meter manager/s for any reason whatsoever, we reserve the right to vend electricity tokens to the meter user upon payment for such tokens in our meters management account. Should this occur the landlord is liable for a minimum of R25 per transaction or 12% of the collected amounts which ever greater for any tokens vended in the absence of the landlord and/or meter manager whomever that may be.
 
All such amounts collected and vended to the meter will be paid out to the registered landlord only. The payment will be total collected minus fees as described above. The payment will only be done as to our outsourced management processes and only upon receipt of completed Revenue Collection form. This form can be obtained from our accounts department.
 
Side Note:
For landlords that are not at all times available to dispense credits we recommend to choose or move to Outsource Managed vending method.
 

PRIVACY STATEMENT

PREPAIDMETERS.CO.ZA undertakes to use the information that you provide for lawful purposes only, and will make every effort to protect your privacy, though this is not warranted. The information you provide to us on this site is purely for purposes of processing your order. Furthermore we do not store any credit card details whatsoever.
 

MONITORING

Enbaya Prepaid Meters CC reserves the right to monitor any activity and content associated with www.prepaidmeters.co.za and www.prepaidmeters.net or any other site it owns and manages. Enbaya Prepaid Meters reserves the right to investigate any reported violation of these terms and conditions, or complaints, and take any action that we may deem appropriate.
 

THIRD PARTY LINKS

To enhance our site, we may provide links to other websites or resources. We are not responsible for the availability of such external sites or resources, and do not endorse and are not responsible or liable, directly or indirectly, for the privacy practices or the content (including misrepresentation or defamatory content) of such websites, including any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss, or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external sites or resources.
 

DISCLAIMER OF WARRANTY

To the full extent permitted in law the contents of this site are provided "as is" without warranty of any kind, either expressed or implied, including but not limited to warranties of merchantability, fitness for a purpose and non-infringement.
 
To the full extent permitted in law the owner of this site, the authors of these contents, and in general anybody connected to this site in any way whatsoever, from now on collectively called "Providers", assume no responsibility for errors or omissions in these contents.
 
To the full extent permitted in law the Providers further do not warrant, guarantee or make any representation regarding the safety, reliability, accuracy, correctness or completeness of these contents. The Providers shall not be liable for any direct, indirect, general, special, incidental or consequential damages, including, without limitation, data loss, lost revenues and lost profit, which may result from the inability to use or the incorrect use, abuse, or misuse, of these contents, even if the Providers have been informed of the possibilities of such damages. The Providers cannot assume any obligation or responsibility.
 
In addition to and notwithstanding anything else to the contrary, the registered landlord and/or meter owner and/or meter manager is solely responsible for actions taken in regards with the meter/s. PrePaidMeters.co.za, Enbaya PrePaidMeters CC its’ partners and suppliers accept no responsibility whatsoever for the actions of the landlord and/or meter owner and/or meter manager and/or tenants and meter users for their actions or use of the services provided. This includes but is not limited to vending tokens, loading credits, tampering, misuse of meter/s, disconnection from vending, error or omission in doing such actions.
 
Meter Users and/or Tenants must turn to their landlords and/or meter owner and/or meter managers for any queries they may have, grievances or otherwise misunderstanding in any services related to the prepaid meter/s and the vending of tokens.
 
By using www.PrePaidMeters.co.za services for vending or any other services provided from time to time to landlords, meter owners and /or meter managers understand that they are fully responsible to report on such meters to tenants and/or meter users, issue invoices and manage the meters lawfully including but not limited to provide new electricity bills if rates are changed to the property for PrePaidMeters.co.za data to be change tariffs accordingly.
 
The use of the contents and/or services and /or meters is forbidden in those places where the law in such places does not allow for this disclaimer to take full effect.
 
To the extent permitted in law, Enbaya Prepaid Meters CC and its employees and agents accept no responsibility whatsoever for any damages caused by any means howsoever to any person or property upon the delivery, removal, return, installation of goods or for any other reason whatsoever. We do not accept responsibility for time or earnings lost or for any other consequential damages.
 

OUR RIGHTS

We reserve the right to:

10.1. modify or withdraw, temporarily or permanently, the Website, or any part thereof, with or without notice to you and you confirm that we shall not be liable to you, or to any third party, for any modification or withdrawal of the site; and/or
 
10.2. change these Terms & Conditions from time to time, and your continued use of the Website, or any party thereof, following such change, shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Terms & Conditions have been changed. If you do not agree to any change to the Terms & Conditions then you must immediately refrain from using this website.
 
10.3. we will use our reasonable endeavours to maintain the website. The website is subject to change from time to time. You will not be eligible for any compensation because you cannot use any part of the website or because of a failure, suspension or withdrawal of all or any part of the website due to circumstances beyond our control.
 

DESCRIPTION OF GOODS

In view of the extensive range of products sold by us, it is not practical to publish detailed specifications of all our products. All images, descriptive matter, specifications and advertising on our site are provided for the sole purpose of giving an approximate description of the goods. Full detailed specifications are available from us upon request.
 
Please note that the images are not an accurate representation of the product and the product may vary in appearance from the image on the website. Images may also include accessories and additional items which may or may not be included in the packaged box. Do not rely on images as these are limited representation of the product.

Please also read our Service Policy. If you need assistance always call our sales representatives to clarify any questions you may have before processing any purchase.
 
WARNING:
All meters sold on the website and through our company are sub-meters. These do not replace any MUNICIPAL meters. Replacing a MUNICIPAL meter with a sub-meter is illegal. If you need a municipal meter make use of our Municipal Liaison Services or go directly to your local municipality.
 

AVAILABILITY OF GOODS

All products and services are subject to availability and may be withdrawn at any time. If we do not supply the goods for any reason, you will not be charged for same and we will refund any money already paid in respect of any such goods not being supplied. We, however, will not be responsible for compensating you for any other losses, of any nature whatsoever, which you may suffer if we do not supply the goods.
 

PRICES

Although we will use our best efforts to ensure that the prices reflected on our website are accurate and current, because of the nature of the goods, and due to the fact that some good are imported and therefore are subject to exchange rates, prices change and are subject to change without notice. In the event that the price to be charged is more than the price reflected on the website, in respect of any goods, we will advise you thereof, by e-mail, prior to delivery thereof, thus giving you the opportunity to accept or reject any higher price. E-mails sent to you, but not responded to within 7 (SEVEN) days of us sending the e-mail, will be deemed to be acceptance of the higher price.
 

CURRENCY

All transactions will be processed in South African Rands (ZAR) unless otherwise stated in writing.
 

PAYMENT

15.1. Payment for orders is required via credit card, EFT (commonly known as Internet Transfer or Wire Transfer) into our bank account. In so far as direct deposits are concerned, we do not accept cheques or cash for sales of equipment, or any services.
 
15.1.1. Should a cash deposit occur for any reason, the banking cash deposit fees will be charged to the customer.
 
15.1.2. Should cheque deposit occur for any reason, the products will be shipped when the cheque has cleared in our bank account. In South Africa this may take 10 working days while international transfers may take up to 3 weeks.
 
15.1.3. Credit Card transactions that exceed R5,000 (ZAR) may take several days to release as these have to be confirmed to be legitimate and legal purchases by the bank. Depending on the bank this may take several days to a week.
 
Side Note:
Due to unfortunate high rate of credit card theft and illegal transactions worldwide, banks in South Africa need to confirm with the purchaser any purchase over R5,000 transacted on a credit card to ensure that the purchase is legitimate and legal.
 
15.2. For EFT (bank transfer orders) banking details shall be provided upon the completion of the order, however, you not receive this for whatever reason please e-mail us in this respect.
 
15.3. All Credit Card payments shall require the signature of the cardholder upon delivery of the goods or else the goods shall not be released. We shall only deliver to the cardholder. All fraudulent attempts shall be handed over to the our bank credit card investigating unit and/or South African Police Services (SAPS).
 
15.4. For cancellation of online orders once payment has been made, a 15% handling fee will be charged upon refund.
 
15.5. For EFT payments and direct deposits, orders shall only be processed upon actual receipt of payment. You may e-mail or fax us proof of payment.
 
15.6. If you have received an offline pro-forma invoice and/or quotation and have paid for this order, the order is non-refundable.

DELIVERY

16.1. Once an order has been placed and payment received, your order shall remain pending until stock availability has been confirmed and registration is completed. If the item is in stock, you may expect to receive your order within 48 to 76 hours following registration completion.
 
16.1.1. Online Orders - Should the goods not be available, you must allow 10 (TEN) working days for delivery, including freight transit time, as required.
 
16.1.2. Should your order be placed on Public Holidays and/or Weekends please allow 3 to 5 working days for the stock to arrive.
 
16.1.3. During the period of Easter Holidays and December Holidays deliveries may take longer due to skeleton staffing of suppliers around these periods. In such times the orders may arrive within one week after registration completion.
 
Side Note:
We do our best to keep the delivery within 48 to 76 hours at all times but please just make sure during major holiday periods in the year you allow sufficient time from order, registration, delivery to installation.
 
16.2. Offline Orders - If you have processed an offline order via official Quotation, please refer to the delivery terms in your Quotation. Quantity and bulk orders may take 2 to 8 weeks for delivery depending on quantity order and stock availability. Should we have partial quantity at hand, then your order will be delivered to you in parts according to available quantities. Offline orders are non-refundable.
 
16.3. All orders placed on weekends and public holidays shall only be processed for registration and invoicing on the following working day.
 
16.4. Should we not supply you with the goods, due to any fault of our own, we will not charge you for these, and will refund any money already paid for the undelivered goods. Should non-delivery be due to your fault, such as but not limited to an incorrect address being supplied to us, you will be liable for additional charges, including delivery charges.
 
16.5. In the event of you placing an order for an incorrect or inappropriate product, then you shall bear the costs of returning the product to us, together with any courier charges incurred in sending the correct product to you. In such instances, we will refund you less 15% handling fee.
 
16.6. Take notice that risk shall pass to you once the goods have left our premises.
 

RETURNS POLICY FOR UNUSED GOODS

17.1. Online orders - You can cancel an order processed online via our e-commerce site within 2 (two) weeks or 14 (fourteen) days after we have received your order.
 
17.2. You can return new, unopened items from a cancelled order within 2 weeks (14 days) after they have been delivered to you. Items should be returned in their original packaging. Orders that are not returned in original packaging or missing components and/or items from original set, or not in working order will not be refunded.
 
17.3. Offline Orders - If you have received an offline Quotation and/or Pro-Forma Invoice and paid for it - this is non-refundable.
 
ANY RETURNS SHOULD BE ADDRESSED TO:
PREPAIDMETERS.CO.ZA (Enbaya PrePaid Meters CC) PostNet Northcliff, Suite 121, Private Bag X17, Weltervreden Park, 1715 Johannesburg, South Africa.
 

INSTALLATIONS OF PREPAID METERS

18.1. When you order an installation you understand that the services are provided either by our in-house installation team or by outsource contractors working with Enbaya Prepaid Meters CC. Installations must be paid in advance for booking to be secured.

18.2. Enbaya ensures with every effort possible that the electricians are certified and can do the installation. That said, Enbaya Prepaid Meters CC shall not be held liable for anything related to electrical installation work, this clause is in addition to any other clause related to limited liability and warranty to the full extent permitted in law in the terms and conditions and all sister related website owned and/or managed by Enbaya PrePaid Meters CC.

18.3. Once you order installation, you can cancel the installation as long as the installer has not been out on site.

18.3.1. Cancellation following site visit will carry a standard callout fee per every hour spent on customer site and no less than one standard callout fee per site visit.

18.3.2. Site Inspections are charged in separate quotations and will only be credited from the installation invoice. Should you not purchase installation Site Inspection is non-refundable.

18.4. Should the installer be on site and for whatever reason not of installers’ fault, he CANNOT install the meter/s you the customer then:

18.4.1. Can request Quote from Enbaya or any contractor to bring the site to the point whereby the meter/s can be installed.

18.4.2. Cancel the installation and get refunded minus charges of standard callout fee/s.

18.4.3. Should installer not be able to get access to premises to install meter/s then you will be charged an additional standard callout fee for every time the installer has to go out again to install the meter/s + R600 per every hour that the Installer has to wait without having access to premises to do the installation ordered.

18.4.4. Electrical and plumbing meter installations are prohibited after 17:00 for safety reasons. All electricity and water meters installation must be completed in daylight. Installations that cannot be completed in daylight for whatever reason must be booked for the next available day.

18.4.5. Weekend installations are provided at the sole discretion of Enbaya Prepaid Meters CC only in Gauteng, and only with prior arrangements and according to Installers availability.

18.4.6. Weekend installations are charged at extra 15% of total installation quotation, must be done before 17:00 and must be completed in daylight.

18.5. All installations carry an installation completion form which the installer is obligated to sign-off. Should anyone else other than you as the purchaser and/or meter owner sign this installation completion form, this will be equivalent to you as the purchaser signing the installation completion.

18.6. There will be no free callouts to Installer once the meter/s are installed and installation completion signed-off. This means that if you need a callout after the meter was installed, working and signed -off you need to purchase a callout fee. This term is not applicable if you have an active Service and Maintenance Contract.

Site Notes:
Should you wish to have a Service and Maintenance Contract for your prepaid meters, which will provide you with free replacement meters and callout fees as to the terms of the Service and Maintenance Contract please contact our accounts department or write to Accounts AT prepaidmeters.co.za.

Warning:
Though it might be tempting and cheap, please do not make use of installers that have not installed prepaid sub-meters before and/or are not certified installers. This can lead to replacing and having to purchase new meters, callout fees and such similar expenses.
 

RETURNS OF FAULTY METERS UNDER 12 MONTHS MANUFACTURING WARRANTY

Should you need to return a meter under the 12 months manufacturing warranty you need to complete the Request for Warranty Swap Out to process a warranty swap-out return. This will not be applicable only if you have an active Service and Maintenance Contract.

Should the installation related to the faulty meter been done by Enbaya Prepaid Meters and the Installation Completion Form has been signed; the meter will be swapped out at no cost within +/-48 hours. The faulty meter must be presented at delivery of new meter for swap-out to take place. Should the faulty meter not be sent back at time of new meter delivery; the new meter will be charged as a new purchase.

19.1. Should the installation be done by an installer other than Enbaya Prepaid Meters CC, a deposit will be required for the meter to be swapped out. Once proof of payment for the deposit is received the meter will be swapped out within +/- 48 hours.

19.2. Following meter test, should the meter be found to have a manufacturing fault the deposit will be refunded to you.

19.3. Should the meter be found to be free of manufacturing fault the deposit will not be refunded.

19.4. Should the meter be found not to be installed by a Certified Electrician the deposit will not be refunded as the warranty will be null and void.
 

PURCHASE OF PREPAID ELECTRICITY

20.1. Enbaya offers users of prepaid meters the option to purchase electricity via www.prepaidmeters.net and various other retail outlets as published from time to time. This service is enabled only for meters that are registered as Outsource Managed meters with Enbaya vending system.

20.2. The purchase of electricity via www.prepaidmeters.net and the retail channel is subject to any credit limitations or payment ceilings imposed by the User’s bank, and by the limits of the Meter User’s prepaid meter.

20.3. Due to the consumable nature of electricity, should the Meter User purchase electricity in error or in excess of the Meter User’s requirements, Enbaya and its’ service providers CANNOT refund the User or reverse the transaction. Accordingly no cooling-off period as contemplated by section 44 of the Electronic Communications and Transactions Act 25 of 2002 shall apply. This also means that payment of electricity to wrong meter number cannot be reversed if meter number is a valid meter number on the system.

20.4. The price payable for a unit of electricity shall be as set by the Municipality or Service Provider of electricity or water and inclusive of all the particular utility charges. This means but not limited to, DSM (demand site management, utility levy, such as the electricity levys, etc.).

20.5. EFT payment will only reflect as available credit to meter once funds have cleared. This means that credit via EFT is not instant and may take 48 to 76 hours if the originating payment is not from ABSA.

20.6. Any cash, or EFT or any payments whatsoever made into the ABSA cash payment account (922 509 3170) will carry 10% fees on pay out. This fee includes any payments that may be done in error.

Warning:
Do not use this account for any reason other than Electricity and Water payments to generate prepaid tokens for these utilities.
 

STS ASSOCIATION MEMBERSHIP

Enbaya Prepaid Meters is a Licensee Member of the STS Association. In this regard Enbaya complies with any requests for key changes according to the STS rules of conduct.

Enbaya will not key change any meters that have NOT been registered and vending on Enbayas’ vending system for at least 1 (one) month. Enbaya does not sell any prepaid meters for any purpose other than for the purpose of vending utilities on its’ vending system. Purchases made for purposes of vending on any other system are considered fraudulent purchases and will not be refunded and the meters will not be key changed.

For customers that have purchased and are vending on Enbaya vending system and wish to change vendors, key changes will be provided under the following conditions:

21.1. Customer account is fully settled.

21.2. A formal written request is received by the rightful registered meter owner.

21.3. The key change request MUST be to a sub-metering STS Association Licensee with valid membership and that has and operates under its’ own SGC (Supplier Group Code).

Should any of the above conditions not be met then Enbaya will not key change any meters operating under its’ SGC until such time as all conditions are met.

Bypassing any of the above requirements goes against the STS Association guidelines and code of conduct. In such cases Enbaya Prepaid Meters CC reserves the right to take action for remedies against the parties involved to the full extent permitted in law.
 

CREDIT CARD SECURITY POLICY

Virtual Card Services process all credit card transactions on www.prepaidmeters.co.za and www.prepaidmeters.net . All credit card transactions are 128 bit Secure Socket Layers (SSL) encrypted. The company registration documents and the site's registered domain name are checked and verified by Thawte, ensuring the cardholder and merchant that nobody can impersonate VCS to obtain confidential information.

Virtual Card Services is committed to providing secure online services. All encryption complies with international standards. Encryption is used to protect the transmission of personal information when completing online transactions. VCS internet servers are protected by firewalls and intrusion detection systems.

Enbaya does not have access to credit details.

VCS continually reviews and enhances its security in line with technological changes.
 

APPLICABLE LAW

The conditions and terms of use will be exclusively governed by and construed in accordance with the laws of the Republic of South Africa, in Johannesburg, whose courts will have exclusive jurisdiction in the event of any dispute arising, subject to the proviso that we have the right, at our sole discretion, to commence and pursue proceedings in alternative jurisdictions.
 

INDULGENCE

Should Enbaya not hold customer to follow any of the terms and conditions, this does not mean that the terms and conditions have been altered, the customer must still follow all terms and condition in future as stated, unless new terms and conditions or changes in the terms and these are provided herein.
 

SEVERABILITY

The invalidity or unenforceability of any provisions of these terms and conditions shall not affect the validity or enforceability of any other provisions, which shall remain in full force and effect. Any invalid, illegal or unenforceable term or provision shall be deemed replaced by a term or provision that is valid and enforceable and that comes closest to expressing the intention of the invalid, illegal or unenforceable term or provision.

Service Policy

This document is published for customers to understand how to get the best service from our company, while helping us give you products and services that meet your satisfaction.
 
This document is not the Terms and Conditions of the website, if you wish to read the Terms and Conditions you may read them here: Terms and Condition of www.PrepaidMeters.co.za
 
While we value all customers equally and we always try to satisfy our customers’ requirements, sometimes dissatisfaction does happen. In the real world no matter how hard one tries to make everything perfect, things are bound sometimes to go wrong.
 
Below you will find how we address issues that you may find not satisfactory and direct you to resolution if you have issues related to our services.
 
Purchasing Prepaid Meters:
 
Please make sure you read our Terms and Conditions of purchase and make sure you are happy with them. If you have any questions, please make sure you ask before you purchase. These same terms will also be in your Order Confirmation Email when you have confirmed your purchase. If you have any issues purchasing please call our sales department or email SALES AT prepaidmeters.co.za.
 
Registering Prepaid Meters:
 
Once you have purchased one or more meters, our accounts department will require you to register the meters. Upon receiving your proof of payment or successful credit card transaction they will issue you with meter numbers so you can proceed with registration. Registration must be completed prior to delivery of meters for security reasons. This process is strictly adhered to, and your meter/s will only be delivered to you once the registration is complete.
 
The registration instructions will follow immediately after you have completed your purchase and paid for the meter/s. This email is automated. Should you not receive it for whatever reason, please check your junk mail, etc., otherwise just call our support or accounts department and they will help you register the meter/s and give you all the guidance you need.
 
We will complete your registration within 16 working hours from the time you submitted all the required documentation. The total time or days it takes to complete your registration is dependent on how quickly you send us your documentation.
 
Once your registration is complete, you will receive an email to this effect.
 
Registrations are done Monday to Friday from 08:00 to 17:00 (no weekends or public holidays). Please make sure that your registration is completed at least 76 hours in advance of your planned installation.
 
Meters Delivery:
 
Depending on stock availability, you will receive your meters within 24 to 48 yours from registration completion. If you are on a plot this may take longer. You are welcome to change your delivery address to another one that is in the closest city or town (if your meters haven’t left already). If you have any issues with delivery, please call our accounts department or write to ACCOUNTS AT prepaidmeters.co.za
 
Installation of Prepaid Meters:
 
If you purchased installation from us and paid for the installation, this will be coordinated with you only upon registration completion. The reason for this is very simple: if the meters are not yet registered to our system, they will not be able to have credit tokens vended for them and the meters will not work when they are installed. To avoid any dissatisfaction on the meter user, we only book installation upon registration completion and payment for the installation.
 
  • If you have any issues with the process of ordering or booking installation please call our sales department.
  • If you have any questions or issues after the meters have been installed please call our support department or write to SUPPORT AT prepaidmeters.co.za
 
Prepaid Meters Vending (Electricity & Water):
 
Once the meter is installed you will have already received vending instructions. You have already received Owner/Manger Manual and Tenant Manual at time of registration. This is an automated process. If for whatever reason you have not received this email please email SUPPORT AT prepaidmeters.co.za
 
If you chose the Outsource Managed method each meter will also have a PocketMedia instructional manual in each meter box. Please ensure that these reach the meter user.
 
Our vending services are dependent on Banks, Credit Card Merchant Services and Retail Outlets, we always do our utmost best to help with any vending issues instantly. However, in some cases, being dependant on the retail channel, this may take a few hour for resolution turn around. That said we have 92.8% uptime on vending channels. Therefore, if you do encounter problems, please just call our support lines immediately, they are opened from 08:00 to 22:00 Monday to Saturday. On Sunday and Public Holidays they are monitoring for any support voice messages left on the system and they will call you back to help if assistance is needed. It is always recommended that you do not leave your meter to run down to zero credit, it is good practice to make sure that you have a spare UniPIN voucher that you have not redeemed just in case of emergency. This is best practice with all meters, municipal and sub-meters.
 
How best to voice your dissatisfaction:
 
If you find something dissatisfactory, please make sure you write to us about it. You can complain to each department, they will escalate complaints if need be. You can also make use of our Comments, Compliments and Complaints form. Should you still have a problem that has not found resolution please write to MANAGER AT PREPAIDMETERS.CO.ZA, this email should be your last resort as it will reach executive management. Should you write to this email, please give at least 76 hours for reply, as executive management will perform an inquiry on the case before they come back to you with solutions and full responses to your concerns.
 
That said; please do respect our processes and the time it involves to get these completed. Our processes have evolved for almost 10 years from extensive experience. These processes are there to ensure that the service you receive once the meter is registered is to your satisfaction and all vending is running smoothly at all times.
 
If you wish to learn more about our company please visit: About Us Page.
 
Last words:
 
We will assist every single customer to the best of our ability at all times, however, that does not include overruling any company policy or processes. Processes and procedures have been put in place for the services we provide to work smoothly and ensure that all steps in meter purchasing, registration, delivery and vending are done correctly. Without following process, we will not be able to give you a good service in the future that you can be happy with.
 
More on Customer Service, Resolution of Complaints and the CPA:
 
We understand that many consumers these days from all spheres of life and related to all types of vendors and service providers believe that using HelloPeter to vent their concerns is a good way to move forward. However, please note that we do not support this website because it does not enable true possibility which is fair and equitable to consumer and supplier to solve reported problems. Customers and consumers register with “anonymous names” which often makes it impossible to help the person complaining. Their terms and conditions are not just and equitable to suppliers and services provides at any level, which makes this form of complaining often not very useful. There are far more effective means to solving problems.
 
If you have a complaint related to our company or services please voice this here: Comments, Compliments and Complaints or write to MANAGER AT PREPAIDMETERS.CO.ZA
 
Learn more about the CPA: http://www.nccsa.org.za
 
Learn more about how to complain and get results:How To Complain (http://www.sancu.co.za)
 

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