2. Definitions & interpretation Back to top

In these Terms:

• “Client” means the person or entity requesting or receiving Services and/or Products.
• “Services” means any IT support, managed services, professional services, project work, monitoring, maintenance, hosting, licensing, connectivity, and related services supplied by WELOVEIT.
• “Products” includes hardware, software licences, subscriptions, rentals, third-party services, and any deliverables.
• “SLA” means a signed service level agreement or other written service schedule agreed between the parties.
• “Business Day” means Monday to Friday excluding South African public holidays.

Headings are for convenience only and do not affect interpretation. References to legislation include amendments and replacements.

3. Scope of services Back to top

WELOVEIT provides Services as agreed in a quotation, statement of work, ticket request, order confirmation, and/or SLA. Unless expressly stated, Services are supplied on a best-efforts basis within the agreed scope.

Where WELOVEIT resells or provisions third-party products/services (e.g., Microsoft, Adobe, Dropbox, Monday.com, Atera, Webroot, Xero, Google, GoDaddy), the third-party terms may apply in addition to these Terms. WELOVEIT is not responsible for third-party outages, changes, or discontinuations.

Any guidance provided by WELOVEIT is technical in nature and not legal, accounting, or financial advice.

4. Operating hours & after-hours Back to top

• Normal operating hours: Monday – Friday, 07:30 to 16:30 (South Africa)
• After-hours: Weekends, public holidays, and outside normal operating hours

After-hours work is billed at the applicable emergency/after-hours rate unless included in an SLA.

5. Client duties & access Back to top

The Client must provide timely access and information reasonably required to perform the Services, including (where applicable) IP addresses, credentials, authorisations, network diagrams, admin approvals, and contact persons.

• The Client warrants it has the authority to provide access to systems, data, and environments.
• The Client must disclose known issues, prior changes, non-standard configurations, and third-party constraints that may affect delivery.
• The Client remains responsible for its data, backups, licensing compliance, and internal approvals unless the SLA states otherwise.

6. Orders, quotes & change control Back to top

A Service request may be initiated via ticket, email, phone, or written instruction by an authorised representative. WELOVEIT may require written confirmation before commencing work.

Quotes and estimates are based on information provided by the Client. Unless expressly stated as “fixed price”, estimates are non-binding. If scope changes or new issues arise, WELOVEIT may revise the estimate and request approval before proceeding.

Where the Client requests changes to agreed scope (including additional features, environments, users, sites, integrations, or deliverables), WELOVEIT may treat this as out-of-scope and bill at applicable rates or issue a revised quotation.

7. Billing, payment terms & rates Back to top

Payment is accepted by EFT only, using the invoice number as reference, unless otherwise agreed in writing.

Invoices are issued electronically (Xero) and typically within two Business Days after completion (unless the service is recurring). The Client must notify WELOVEIT promptly if an invoice is not received.

Invoices are due in full upon receipt, unless extended terms are approved in writing. WELOVEIT provides a fourteen (14) day grace period. Non-payment may result in suspension, interest, and reactivation fees.

WELOVEIT may charge interest and/or administrative fees on overdue, undisputed amounts. Reactivation fees may apply following suspension for non-payment.

Rates may be updated from time to time. Updated rate cards apply from their effective date unless a signed SLA/quote states otherwise.

To be an ongoing managed client of WELOVEIT, the Client must maintain a minimum hours agreement (typically 5 hours per month) and at least two services (e.g., Internet and Email), unless otherwise agreed in writing. Requests outside of a minimum hours agreement are handled on a best-efforts basis.

International services supplied or resold are subject to ZAR exchange rates and may change without notice.

8. Recurring services & cancellation Back to top

Recurring services may include SLA support, backup monitoring, systems administration, monitoring, rentals, internet services, email services, and other subscriptions.

Recurring services are billed in advance on the applicable renewal date. Billing dates are generally (but not always) around the 1st and 25th of each month.

Unless your SLA/quote states otherwise, the Client must provide at least ninety (90) Business Days’ written notice to [email protected] before the next billing date. The notice must include the service(s) to be cancelled, account holder details, and the verification ID on file.

Services subject to minimum terms (including third-party-provisioned connectivity, licensing, or other committed services) may not be cancelled before the end of the committed term. Early termination charges imposed by the third-party provider and/or stated in the SLA/quote are for the Client’s account.

If a payment is not received within fourteen (14) days after the billing date, WELOVEIT may suspend services. A minimum reinstatement fee of R500.00 may apply.

9. Unlimited support – fair use Back to top

Where a package includes “unlimited” remote end-user support, it is subject to fair and reasonable use.

• Provisioning guideline: up to 1 hour remote support per managed laptop per month, pooled across all managed laptops under the agreement.
• Measured on a rolling 90-day average with a tolerance of up to 20% above the pooled allocation.

If usage exceeds the threshold on average, WELOVEIT may, on written notice:

• Review usage trends and causes;
• Recommend remediation/optimisation/training;
• Require adjustment to laptop quantity, service tier, or scope; and/or
• Charge excess time at standard out-of-scope rates.

10. Hardware, returns & warranties Back to top

Unless otherwise stated in writing, most hardware products carry a 30-day warranty. Manufacturer warranties may apply beyond this period and will be handled per the manufacturer’s process.

Unless otherwise stated in writing, services are subject to a 90-day written cancellation policy.

• Refunds may be refused for products returned with missing/damaged packaging, accessories, or software.
• Returned goods may be subject to a 10–20% handling charge (minimum R150).
• Damaged products must be reported within 24 hours of delivery.

11. Rentals Back to top

1. WELOVEIT rentals are not rent-to-own.
2. The Client may request a purchase quotation at any time via [email protected].
3. Rental payments are not solely for hardware and do not necessarily reduce any purchase settlement amount.
4. Risk of loss/damage passes to the Client on handover.
5. Unless insured equipment is selected, the Client must insure the equipment at full replacement value and provide proof on request.
6. In the event of loss/theft/damage, the Client is liable for the settlement amount on the quotation.
7. Non-payment may result in suspension. For undisputed overdue amounts, WELOVEIT may issue a default notice requiring payment within 7 days, thereafter charge interest at Prime + 2% and uplift equipment and/or suspend services.
8. On termination, WELOVEIT may enter premises (with reasonable precautions) to repossess rental equipment. WELOVEIT is not liable for damage caused during repossession unless due to negligence.

12. Refunds & billing disputes Back to top

WELOVEIT may refuse refunds for any reason. Generally, refunds are granted only for billing errors. SSL certificates, software licences, hardware purchases, and provisioning/setup fees are non-refundable unless required by law.

Billing disputes must be lodged in writing to [email protected] within 7 days of the invoice date. Processing may take 15–30 Business Days.

If you believe an issue was caused directly by WELOVEIT’s work, notify us promptly. WELOVEIT may investigate and, where appropriate, provide remedial services or consider a fair adjustment. Issues caused by third-party vendors, pre-existing conditions, or Client changes are not refundable.

13. Confidentiality & NDA Back to top

Each party must keep the other party’s confidential information confidential and may use it only to perform obligations under these Terms and any SLA.

“Confidential Information” includes Client data, credentials, infrastructure details, customer lists, business processes, pricing, security configurations, and any information marked or reasonably understood as confidential.

WELOVEIT may disclose confidential information to employees/contractors who need it to deliver Services and who are bound by confidentiality obligations, and where required by law.

On request and subject to legal/operational requirements, WELOVEIT will return or securely destroy confidential materials within a reasonable time. WELOVEIT may retain records required for compliance, billing, audit, or legitimate operational needs.

Confidentiality obligations survive termination.

14. Data protection (POPIA) & security Back to top

Where WELOVEIT processes Personal Information (as defined in the Protection of Personal Information Act, 4 of 2013 (“POPIA”)), each party will comply with applicable data protection laws.

• The Client is typically the “Responsible Party” for its own data, and WELOVEIT acts as an “Operator” when processing data on the Client’s instructions.
• The Client warrants it has lawful authority to share personal information with WELOVEIT for the Services.

WELOVEIT will implement reasonable technical and organisational safeguards appropriate to the nature of the Services. The Client remains responsible for its internal security governance, user behaviour, approvals, and backup strategy unless the SLA provides otherwise.

Where required, WELOVEIT will notify the Client of a suspected compromise affecting Client data that WELOVEIT becomes aware of, and cooperate reasonably with investigation and remediation.

15. Acceptable Use Policy (AUP) Back to top

This AUP applies to any use of WELOVEIT networks, hosted services, connectivity, email systems, and any environments managed or provided by WELOVEIT.

• Unlawful activity, including distribution of unlawful material.
• Copyright infringement and unauthorised distribution of protected works.
• Security attacks: hacking, password compromise, probing, scanning, denial-of-service, phishing, spoofing.
• Sending unsolicited bulk messages (“spam”) or maintaining mailing lists without consent.

To protect service integrity and fair usage, WELOVEIT may limit throughput, block ports/protocols, or terminate access for abuse, including abuse caused by malware, compromised devices, or misconfiguration.

The Client acknowledges that WELOVEIT may be required to lawfully intercept communications in accordance with the Regulation of Interception of Communications and Provision of Communication-related Information Act 70 of 2002 (“RICA”).

Report suspected abuse to [email protected].

16. Remote support & TeamViewer disclaimer Back to top

Remote support may be provided using tools such as TeamViewer or equivalent. By initiating or accepting a remote session, the Client consents to WELOVEIT viewing and/or controlling the device for support purposes.

• The advisor cannot access your device without your express consent.
• No third-party programs (outside agreed WELOVEIT/partner software) will be installed without discussion and your permission.
• You can end the session at any time.

17. Intellectual property & work product Back to top

Unless agreed otherwise in writing:

• WELOVEIT retains ownership of its pre-existing materials, tools, templates, scripts, processes, and know-how.
• WELOVEIT retains rights in general improvements and reusable components developed in the course of Services.
• Client-specific deliverables are licensed to the Client for internal business use once all undisputed fees are paid in full.

Helpdesk content (including ticket updates, notes, and summaries) forms part of WELOVEIT’s service record. Use of WELOVEIT’s name/logo requires prior written permission.

18. Feedback & marketing communications Back to top

WELOVEIT may contact the Client regarding service-related updates, feedback requests, and product/service information. Where required by law, marketing communications will be sent on an opt-in basis or include an opt-out mechanism.

19. Limitation of liability Back to top

To the fullest extent permitted by law, WELOVEIT is not liable for indirect, special, incidental, consequential, or punitive damages, including loss of profits, goodwill, business interruption, or loss of data.

To the fullest extent permitted by law, WELOVEIT’s total aggregate liability arising from or relating to the Services/Products (whether in contract, delict, statute, or otherwise) is limited to the fees paid by the Client to WELOVEIT for the specific Services giving rise to the claim in the preceding 3 months, unless a higher cap is stated in a signed SLA.

Nothing in these Terms limits liability for fraud, wilful misconduct, or where the law does not permit limitation/exclusion.

The Client indemnifies WELOVEIT against third-party claims arising from the Client’s unlawful use, breach of third-party terms, or instructions provided by the Client, except to the extent caused by WELOVEIT’s negligence or breach.

20. Suspension / refusal of service Back to top

WELOVEIT may refuse, suspend, or restrict Services (including access to systems, helpdesk, hosted services, or accounts) where:

• Amounts are overdue and undisputed;
• The Client breaches these Terms, an SLA, or applicable law;
• There is suspected fraud, abuse, or security risk;
• Continuation may expose WELOVEIT or other clients to harm, instability, or legal risk.

Where reasonably possible, WELOVEIT will provide notice and an opportunity to remedy before suspension (except in emergencies or security incidents).

21. Term & termination Back to top

These Terms apply from the first date the Client requests Services and continue until terminated in accordance with these Terms or an SLA.

• Either party may terminate for material breach not remedied within a reasonable period after written notice.
• Termination does not affect accrued rights, fees due, or clauses intended to survive (confidentiality, IP, liability, dispute resolution).
• Where third-party minimum terms apply, termination is subject to those committed terms and applicable early termination charges.

22. Disputes & governing law Back to top

These Terms are governed by the laws of the Republic of South Africa.

The parties will attempt to resolve disputes in good faith via management escalation before litigation.

The parties consent to the jurisdiction of the Magistrates’ Court (notwithstanding the amount in dispute), without limiting WELOVEIT’s right to approach a higher court where appropriate.

Any claim arising from the Services must be brought within 12 months of the date the cause of action arose, to the extent permitted by law.

23. Client acknowledgement Back to top

I, [Full Name of Authorised Representative], acting on behalf of [Company Name], confirm that I have read, understood, and agree to these Terms of Service.

24. Email disclaimer Back to top

Emails from WELOVEIT may contain confidential or legally privileged information. If you are not the intended recipient, notify the sender and delete the email, and do not copy, forward, store, or use it.

WELOVEIT is not liable for loss or damage arising from transmission of an email (including malware), to the extent permitted by law. Views expressed by an individual sender do not necessarily reflect WELOVEIT’s views.

WELOVEIT may monitor and intercept email communications on its systems in accordance with applicable law and internal policy.