A Note Before You Read

We know legal documents can be confusing. That is why we have written these terms in plain, everyday English. By buying a Wena WiFi voucher or connecting to our network, you agree to these rules. 

1.  Who We Are

Wena WiFi (Pty) Ltd ("Wena WiFi", "we", "us") provides prepaid wireless internet access to communities across South Africa. We operate as Internet Reseller and Partner with ISPs that hold the relevant licences from ICASA (the Independent Communications Authority of South Africa). Our ISP partners with Fibre Network Operators who run and own the fibre networks. All Fibre Network Operators hold the relevant licences from ICASA. This means ICASA regulations apply to our service.

These Terms and Conditions ("the Rules") apply to every person who buys a Wena WiFi voucher, registers an account, or connects to the Wena WiFi network.

2.  How the Service Works

• Wena WiFi is a prepaid wireless internet service. Here is how it works:

• You buy a Wena WiFi voucher at a store or online.

• You enter the voucher code to activate your internet access.

• With an active voucher, you can connect to the Wena WiFi network at any location where there is a Wena WiFi signal — not only at your home.

• Once your voucher runs out, your access stops until you buy a new voucher.

• There is no monthly contract and no debit order. You only pay when you want internet.

3.  Buying and Using a Voucher

3.1  Who can buy a voucher?

You must be 18 years or older to register and buy a voucher. If you are under 18, a parent or guardian must register on your behalf.

3.2  Where to buy

Vouchers are available at selected retail stores and on our website. Check www.wenawifi.co.za for a list of stockists near you.

3.3  No refunds

⚠  Vouchers cannot be refunded or exchanged once purchased. Internet access is activated immediately when the voucher code is entered. Please make sure you buy the right voucher before paying. The Consumer Protection Act (CPA) allows us to apply a strict no-refund policy for prepaid services that have already been activated.

3.4  Lost or stolen vouchers

Keep your voucher code safe — treat it like cash. We cannot replace lost or stolen voucher codes.

3.5  Voucher expiry

Each voucher has an expiry period shown on the voucher or on our website. Unused voucher time expires after this period. Expired vouchers will not be extended or refunded.

4.  The Wena WiFi Box

If your property has a Wena WiFi Box (which may include an ONT — Optical Network Terminal — and/or a router) installed on it, the following rules apply.

4.1  It belongs to us

The Wena WiFi Box remains the property of Wena WiFi at all times. It is not yours to keep, sell, or give away.

4.2  It is fixed to your property

We will install the Wena WiFi Box in the position on your property that gives the best WiFi coverage for the area. Once installed, the Box is fixed to that property. It must stay there.

⚠  The Wena WiFi Box may NOT be moved — not to a different room, a different building, or a different address. If you move house, the Box stays behind.

4.3  Look after it

•  Keep the Box in a safe, dry, ventilated place.

•  Do not tamper with, open, or modify the Box or its cables.

•  Do not block or obstruct the Box in a way that affects the WiFi signal.

•  If the Box is damaged, lost, or stolen, report it to us immediately.

4.4  Damage or loss

If the Box is damaged due to your actions (or the actions of anyone in your home), you may be charged for the cost of repair or replacement. Normal wear and tear is not your responsibility.

4.5  When you leave

If you move out of the property, the Wena WiFi Box stays on the property. You must not remove it. You must give us access to the property if we need to service or retrieve the Box.

5.  Connecting to the Network

5.1  Device limits

Each voucher package allows a set number of devices to connect at the same time (your "Device Allowance"). This limit is shown on the voucher or package description. You may only connect up to your Device Allowance.

5.2  No sharing or reselling

⚠  You may not share your login, access token, or voucher code with people outside your household. You may not use your connection to create a secondary WiFi hotspot for others — whether you charge them or not. Reselling or sub-licensing Wena WiFi access is strictly prohibited and will result in immediate suspension without refund.

5.3  No device tampering (MAC address spoofing)

Wena WiFi uses your device's unique hardware address (called a MAC address) to manage connections. The following are strictly prohibited:

•  Changing or faking your device's MAC address to bypass limits or gain extra access.

•  Copying another user's MAC address to use their session.

•  Using any software or hardware tool to hide or rotate your device's identity.

Any device found to be spoofing its MAC address will be blocked permanently.

6.  Fair Use – Keeping the Network Good for Everyone

To make sure every user gets a good experience, we apply a Fair Use Policy (FUP). The full FUP is available at www.wenawifi.co.za.

6.1  How it works

Each voucher package has a data threshold — the amount of data you can use at full speed. This is shown on the voucher or website.

•  Full speed: while you are within your data threshold.

•  Reduced speed: once you exceed your threshold (typically reduced to 50% of your normal speed).

•  Full speed again: when you buy a new voucher.

6.2  Peer-to-peer and heavy downloading

Torrenting and peer-to-peer (P2P) file sharing may be limited during busy periods to protect the network for everyone.

7.  What You May Not Do Online

By using Wena WiFi, you agree not to use the internet for anything illegal or harmful. Breaking these rules may result in your service being suspended or terminated without a refund, and may be reported to the police or other authorities.

You must NOT use Wena WiFi to:

•  Access, store, or share child sexual abuse material (CSAM) or any other illegal content.

•  Hack, probe, or attack other computers, networks, or systems without permission.

•  Send spam (unsolicited bulk messages or emails).

•  Commit phishing, fraud, or identity theft.

•  Download or share copyright-protected material without permission (piracy).

•  Threaten, harass, or bully other people online.

•  Interfere with or overload the Wena WiFi network or infrastructure.

•  Break any South African law or any other law that applies to you.

We are required by law to cooperate fully with law enforcement authorities where criminal activity is suspected or reported.

8.  Your Personal Information

We respect your privacy. We handle your personal information in line with the Protection of Personal Information Act (POPIA), Act 4 of 2013.

8.1  What we collect

To set up and manage your account, we only collect:

•  Your full name

•  Your cell phone number

•  Your address

We also log technical network data for security and regulatory reasons (see section 8.3 below).

8.2  Why we collect it

•  To create and manage your Wena WiFi account

•  To contact you about your service

•  To send you important service updates

•  To improve the network and our service

8.3  IP address and session logging

By using the Wena WiFi network, you consent to the following:

•  Your IP address and session data (connection times, device identifiers, and data volumes) may be logged by Wena WiFi and/or our upstream service provider(s) for network management, security, and legal compliance.

•  This data may be shared with ICASA, SAPS, or other lawful authorities if required by law or court order.

•  Where our upstream provider(s) requires session data to meet their own legal obligations, that data may be passed to them.

8.4  Who else we share your information with

We do not sell your personal information. We only share it with trusted service partners who help us run the network, and with authorities when the law requires it.

8.5  Your rights

You have the right to:

•  Ask us what personal information we hold about you.

•  Ask us to correct information that is wrong.

•  Opt out of marketing messages at any time.

To exercise these rights, contact us at support@wenawifi.co.za.

8.6  Marketing

We may send you special offers and news by SMS or WhatsApp. You can opt out at any time by replying STOP or contacting us.

9.  Service Availability

We work hard to keep the network running, but we cannot guarantee 100% uptime at all times. Here is what you need to know:

•  Our service is a 'best effort' service. Your actual speed and connection quality may vary depending on how many people are using the network, your location, and other technical factors.

•  We sometimes need to do maintenance on the network. We will try to schedule this at low-traffic times and will notify you in advance where possible.

•  We are not responsible for interruptions caused by load shedding, bad weather, damage to infrastructure, or anything else outside our control.

•  Your personal devices (phones, laptops, tablets) and their settings are not our responsibility.

10.  Our Responsibility

We are responsible for providing the wireless internet service described in these rules. However, there are limits to what we are responsible for:

•  We are NOT responsible for any loss of income, loss of data, or other indirect losses caused by a service interruption or failure.

•  We are NOT responsible for malware, viruses, phishing, or hacking. Please protect yourself with good online habits and up-to-date security software.

•  We are NOT responsible for the content of any websites or online services you access.

•  Our maximum liability to you is limited to the value of the voucher you purchased.

Nothing in these rules takes away your rights under the Consumer Protection Act (CPA). If you feel you have been treated unfairly, you can contact the National Consumer Commission at www.thencc.org.za.

11.  Changes to These Rules

We may update these Terms and Conditions from time to time. When we do, we will:

•  Post the new version on our website (www.wenawifi.co.za).

•  Notify you by SMS or WhatsApp where possible.

•  Give you at least 21 days' notice before important changes take effect.

If you continue to use the service after a change, you agree to the new rules.

12.  If Things Go Wrong

Step 1: Contact Us First

We will do our best to resolve your complaint within 5 business days. Please keep your complaint reference number safe.

13.  South African Law

These Terms and Conditions are governed by the laws of the Republic of South Africa. Any unresolved dispute will be dealt with in the Magistrates' Court nearest to your registered address.

The following South African laws apply to this agreement and our service:

14.  Word List (Glossary)

Here are some of the words used in this document and what they mean:

Wena WiFi (Pty) Ltd  |  support@wenawifi.co.za  |  Version 2.0 – June 2025 |  ICASA Regulated  |  POPIA Compliant