Introduction
This Clawback Policy applies to all products and services offered by Lanline, an Internet Service Provider (ISP). This policy governs the terms under which clawback charges may be applied to customers who cancel their services within the first 12 (twelve) months or during promotional periods. The purpose of this policy is to protect Lanline against financial loss resulting from early cancellations.
General Terms
Clawback Definition:
A clawback is a charge applied to customers who cancel their subscription or service within the first 12 (twelve) months or within a promotional period. This charge recovers costs associated with installation, router provisioning, service activation along with discounts, free services, or other promotional benefits provided at the time of signup.
Applicability:
The clawback policy applies to all customers who cancel their services, regardless of the product or service type, including but not limited to all FTTH (Fibre to the Home), FWA (Fixed Wireless Access), and Mobile Internet products, ensuring the recovery of upfront costs incurred.
Notice of Cancellation:
Customers must provide written notice of cancellation in accordance with the procedures outlined in the Lanline Cancellation Policy. This notice must be submitted via email, or by contacting the cancellations team directly.
Early Cancellation and Clawback Charges
FTTH (Fibre to the Home):
If a client cancels within the first 12 (twelve) months, a clawback fee of R2500 (Incl Vat) will be applied. This covers the router cost, service activation and installation logistics.
FWA (Fixed Wireless Access):
If a client cancels within the first 12 (twelve) months, a clawback fee of R1000 (Incl Vat) will be applied. This covers the router cost, service activation and installation logistics.
Telkom Mobile & Mifi (Pocket Rocket):
If a client cancels within the first 12 (twelve) months, a clawback fee of R1000 (Incl Vat) will be applied. This covers the router/device cost, SIM activation and initial setup fees.
The clawback charge will be added to the customer's final bill and must be paid in full before the cancellation can be processed.
Refunds and Adjustments
Refunds:
In the event of an early cancellation, a refund may be issued if the customer has already paid for services beyond the cancellation date. However, the clawback charges will be deducted from any refund due, and no refunds will be issued for any promotional discounts or services that were part of the early cancellation.
Adjustment of Final Bill:
If the clawback charge results in an outstanding balance, the customer will be required to settle his balance before the cancellation is finalized. This will be reflected in the final bill, which may also include prorated charges for any services provided up until the cancellation date.
Exceptions to Clawback Charges
Cooling-Off Period:
Customers who cancel their services within the statutory cooling-off period (5 business days) will not be subjected to clawback charges, provided that no service has been used or activated during this period.
Force Majeure:
In cases where the cancellation is due to an event beyond the customer's control (such as natural disasters, severe illnesses, or other extenuating circumstances), Lanline may, at its discretion, waive or reduce the clawback charges. Documentation of the extenuating circumstance may be required.
Service Failure or Non-Availability:
If the service is not provided as promised or is unavailable due to issues on Lanline's side (eg., technical difficulties, failure to meet service level agreements), customers may be exempt from the clawback charges upon cancellation, subject to review.
Customer's Right to Appeal
Appeal Process:
If the customer disagrees with the clawback charges applied, they have the right to appeal the decision. The customer must submit a written appeal within 30 days of receiving the final bill. The appeal will be reviewed by Lanline's customer service team, and a resolution will be provided in a timely manner.
Appeal Criteria:
The customer must provide supporting documentation for the appeal, including any evidence of extenuating circumstances or proof that the cancellation was caused by factors beyond the customer's control.
Contact Information
For inquiries or to initiate the cancellation process, customers may contact our cancellations team at:
-Email: cancellations@lanline.co.za
-Phone: +27 21 201 0500
Changes to Clawback Policy
Lanline reserves the right to amend or update this Clawback Policy at any time. Any changes will be communicated to customers in writing, and the updated policy will be available on our website.