Mobile data is a monthly billed service unless otherwise stated. Terms and Conditions are for the purposes of Payment, Termination and Monitoring of Usage except where specified.
Mobile Data is subject to the Regulation of Interception and provision of Communication-related information Act where applicable (RICA). When a purchase for mobile data is made it is deemed that you have read, understood and accepted all Terms & Conditions pertaining to the purchase.
If you have any queries, please contact usvia email to support@lunamobile.co.za before making any purchase for any service through this website.
Coverage and Signal AvailabilityService delivery of Mobile data is dependent on signal availability and demand for data services in any particular area. Luna Mobile does not warrant or guarantee service for any specific areas, whilst every effort will be made to give clients an indication of possible service (via email /telephonically regarding Coverage Map of areas).
LTESIM cards provided by Luna Mobile are not automatically LTE enabled. LTE capable Luna Mobile SIMS can be activated within 72 hours of delivery. Luna mobile accepts no liability for clients using their own LTE Routers for data speeds.An LTE capable device from LUNA MOBILE is required in order to obtain LTE speeds.
Purchasing of Data and DevicesLuna Mobile reserves the right to limit the quantity of purchases made. Data and devices may only be purchased via credit card or debit order. EFT, Stop Order and Cash Deposits are also accepted. Your order will be shipped once your payment has been cleared.
All purchases of data are not prorated on the day of purchase; both the data allocation and price are not prorated. Should delivery of your SIM occur the month after it was purchased the data allocated on the SIM will be capped to 50GB from the date of delivery to the last day of the month it was purchased in.On the first of every month your data allocation will be loaded.
Credit Card payments are cleared within 24 hours and Debit Order payments can take up to 10 working days to clear. Your order will be shipped on the first working day of your payment being cleared.
Rollover of Data for ‘SIM ONLY’ DealShould you not use all of your purchased data within a month (1st to last day of each month); the unused data will notcarry over to the following month. As your data is exhausted the unused data from the previous month will deplete. On the first to last day of each monthyour new cycle will commence provided payment is cleared by the 25th of the previous month.
Device SupportTechnical support is provided for the setting up of the best coverage in your property.
"Topping-up" DataMobile data clients are not able to top up their data should they exhaust it at any time during the month. Clients will have to wait for the first of the next month for their allocation of data, provided payment is cleared.
Cancellation of DataIf a data product is cancelled, the SIM card linked to the product including any unused data will be cancelled on the requested date. Mobile Data service will be discontinued on their selected SIM. Once cancellation of the SIM has taken place it may not be reactivated.
Failure to PayPayment should be reflected by the 25th of each month in the Luna Mobile Account. Failure to comply with the agreed payment date will result in the suspension of your mobile data services. Should the client wish to reactivate his/her mobile data package correspondence needs to be sent through to support@lunamobile.co.za , a reconnection fee will be incurred and the initial promotional deal will be exhausted rendering the service charge at the normal rate which will be implemented for the order purchased. Should we not receive payment for data purchased the data together with the SIM provided will be cancelled. The Mobile Data service will be discontinued on the selected SIM. Once the SIM has been cancelled it may not be reactivated.
Debit Order AuthorityThis Authority and Mandate refers to our contract as dated as on acceptance hereof ("the Agreement"). I / We hereby authorise you to issue and deliver payment instructions to the bank for collection against my / our above mentioned account or credit card at my / our above mentioned bank (or any other bank or branch to which I / we may transfer my / our account) on condition that the sum of such payment instructions will never exceed my / our obligations as agreed to in the Agreement, and commencing on the commencement date and continuing until this Authority and Mandate is terminated by me / us.
Mobile Devices, Warranty and Exchange/Return PolicyCertain Mobile Devices are only available to be purchased together with a Mobile Data product and cannot be purchased as a stand-alone product. Luna Mobile has a 7 business day device return policy from date of purchase. Units returned must be returned as shipped (i.e. same cosmetic condition and all shipped packaging, parts and accessories included) to be eligible for refund or exchange. Luna Mobile will NOT arrange collection of units for exchange or return (or cover related costs). The client will be responsible for arranging for the unit to be delivered to Luna Mobile or the Supplier. This will in no way impact the continued warranty provisions, and only relates to courier charges and logistics
All Mobile Devices are covered by a product specific warranty as per the manufacturer's warranty, for the repair or replacement of faulty units. The warranty is limited to items covered by the manufacturer only. The warranty does not cover any damage deemed to have been caused by the client's misuse or mistreatment of the product (including damage due to improper return shipping of the product for exchange or return). Using incorrectly sized SIM cards and any physical damage as a result, is deemed to be improper use or abuse of the product. This effectively voids the manufacturer's warranty and therefore will not be exchanged or returned. This further extends to the use of unapproved accessories or modifications which effectively void the warranty on the product. In such circumstances, Luna Mobile nor the Supplier will be liable to repair or replace any such devices and no further correspondence will be entered into once the device is deemed to be out of warranty.
Failure to abide by Luna Mobile policy can result in deductions to the claimed refund or rejection of claims for refund or exchange.
Please note that the Delivery of the Device(once payment has cleared)is handled by Luna Mobile , all Deliveries which include a SIM Card are subject to RICA Verification and you may be required to provide certain documentation on Delivery. Please refer to the section below on Identity Verification Requirements for more information on RICA.
Identity Verification Requirements (RICA)By accepting the Terms and Conditions for RICA you undertake to inform any persons that the purchase is intended for of the Terms and Conditions herein and their responsibilities in terms of the RICA Act.
All Data products are subject to RICA verification, as stipulated by law (Regulation of Interception of Communication Act of 2008). Clients are required to produce a legible copy of their valid Identity Document or Passport and proof of residential address. Non-South African citizens may submit a copy of their valid Passport. Verification documents must contain photo identification and must be a barcoded form of identification. Failure to produce the required aforementioned information will result in the product not being activated, regardless of any amounts billed.
Delivery of the data product will not take place if the required documentation is not produced and successfully verified. RICA verification must be done in person, for each new purchase of a data product regardless of whether the person/s has been RICA’d previously. The person who will use the SIM is the person who will be vetted and must therefore be available to accept delivery. Under no circumstances will someone else be able to accept delivery on behalf of the user. Should the order be for business purposes an authorized representative for the business must be available to accept delivery and be vetted in his/her own capacity on behalf of the business? Clients will be required in terms of the Act to keep their physical address updated with Luna Mobile for a period of five (5) years from the date of purchase. The RICA verification for individuals younger than 18 years of age must be performed by their Legal Guardian on their behalf.
The following documentation together with legible copies thereof will be required for the RICA verification; the copies will be retained by the person delivering your RICA product:
For a Natural Person:Proof of Identification
Proof of Physical Address (Home Address) not older than 3 months
For a Business:Proof of Company Details
Proof of Address not older than 3 months
Letter authorising selected representative to act as representative on behalf of the business
Proof of Identity for the representative
Proof of physical home address of company representative not older than 3 months
The following documents are accepted for verification purposes:
Identity Verification (Natural Persons and Company Representative):Green bar-coded South African ID book
Valid temporary ID issued by Home Affairs
Valid South African passport
New bar-coded ID cards
For Non-South African citizens - Passport or valid VISA / permit
Company Detail Verification (Businesses):Company registration documents
Tax Clearance Certificate
SARS registration documents, or
Any other Government issued documents containing the Company details
Proof of Physical Address (Natural Persons, Businesses and Company Representatives):
Lease Agreement (not older than 12 months)
Municipal Account (not older than 3 months)
TV License (not older than 12 months)
Telephone Account (not older than 3 months)
Bank Statement (not older than 3 months)
Retail account which is delivered to that address on a regular basis (not older than 3 months)
The purchase of the Telkom LTE service is subject to RICA and you will be required to provide certain documentation when signing up as well as on delivery of the device/SIM, the requirements will be communicated to you. Clients will provide their RICA documents to the courier on delivery and the documents will be sent to Luna Mobile, as such please be advised that your personal details will be received by the courier, courier company and Luna Mobile .
Your personal details will only be used for the purpose of RICA and for no other reason provided it is not required by law. Together with these Terms & Conditions the purchase and use of this service is subject to the Terms & Conditions of Telkom SA SOC Limited which can be found here: http://www.telkom.co.za/about_us/regulatory/terms-and-conditions.shtml
Important things to know after Delivery:
Telkom LTE is a best effort service with no minimum service levels offered. Speeds will differ according to the type of connection made. Average speeds within the specified coverage areas range between 10Mbps and 50Mbps. Many factors determine the speed and quality of service which will be achieved such as but not limited to, distance, weather, and interference around and within the property.
The service is a monthly billed service which will continue on a month to month basis until cancelled. Cancellations require a minimum calendar months' notice and must be submitted via email to support@lunamobile.co.za, cancellations cannot be set on the last 2 days of each month. The service can be set to upgrade or downgrade at any time (except the last 2 days of each month) but the new service will only be effective from the 1st of the following month. The monthly data is referred to as anytime data, free data which can be used between 12am and 7am is referred to as night surfer data. Where applicable, anytime data is valid for 60 days from purchase (not exceeding 2 calendar months inclusive of the month of purchase) and the night surfer data is valid for 30 days from purchase (not exceeding the month of purchase). You are able to purchase additional data should your monthly allocations run out. This is a once off purchase which you pay for immediately. Where applicable unused data will only rollover if the service is active and paid up to date. Where applicable, unused anytime top up data is valid for 60 days from purchase (not exceeding 2 calendar months inclusive of the month of purchase) and night surfer top up data is valid for 30 days from purchase (not exceeding the month of purchase).
Data usage information and data balances are provided to Luna Mobile once every 24 hours by Telkom. This information will be updated as received and can be viewed in your custom realm. This service is a mobile wireless service which can be used anywhere within Telkom LTE Coverage areas. Luna Mobile will not provide Support Services when the service is used outside of a coverage area. Clients who proceed with the purchase of the service and are not covered under the Coverage Map at the address they intend to use the service at do so at their own risk, service is in no way guaranteed in areas not displayed on the coverage map. Services purchased packaged together with a modem must be used in the modem provided; failure to do so may result in the service not working. The make and model of the modem will be determined at Telkom's discretion. The modem carries a 1 year Warranty if ordered through Luna Mobile together with the Telkom SIM, device warranty claims for the modem will be handled by Luna Mobile who will deal directly with the Supplier on the clients behalf. In line with the Consumer Protection Act, Luna Mobile has a 5 business day return policy. Units returned must be returned as shipped (i.e. same cosmetic condition and all shipped packaging, parts and accessories included) to be eligible for refund or exchange. The cost of returning the device is the responsibility of the client and will be charged to the clients account if arranged by Luna Mobile. The payment methods that will be accepted for the purchase of this service is Credit / Debit Card, Debit Order and EFT Deposits EFT Deposit only after 6 months of been on the previous two platforms. The SIM / Device will be delivered within 10 business days from the date of order; provided payment has cleared (payment clearance can take up to 5 days). Once delivered please allow up to 72 hours for activation of the service. Sim swaps will be processed where possible with additional charges. The delivery fee for the new sim will be charged to the clients account.
If you have any questions or complaints, please email us on support@lunamobile.co.za or visit our website www.lunamobile.co.za or you can call us on 0878221244
IMPORTANT: Please note that Luna Mobile is a Division of Server Free PTY Ltd will make a maximum of 3 attempts to contact you on the number provided to Verify your delivery address, if they cannot make contact your order will be cancelled. This also applies to the delivery of your Device/SIM, the couriers will make a maximum of 1 attempt to deliver your order, and if they are unsuccessful your order will be cancelled.
The purchase of the LTE Data service is subject to RICA and you will be required to provide certain documentation when signing up as well as on delivery of the device/SIM, the requirements will be communicated to you. Delivery of the SIM/Router is facilitated by (Courier Company on behalf of WestCoastServices and ServerFree t/a Luna Mobile. Clients will provide their RICA documents to the courier on delivery and the documents will be sent to Courier Company, as such please be advised that your personal details will be received by the courier, Courier Company and West Coast services. Your personal details will only be used for the purpose of RICA and for no other reason provided it is not required by law.
RICA Requirements are explained in detail in the sections above.
MONITORINGWe have the right, but not the obligation, to monitor any activity and content associated with the Website. We may investigate any reported violation of these Conditions or complaints and take any action that we deem appropriate (which may include, but is not limited to, issuing warnings, suspending, terminating or attaching conditions to your access and/or removing any materials from the Website).
LAWThe Conditions will be exclusively governed by and construed in accordance with the laws of South Africa whose Courts will have exclusive jurisdiction in any dispute, save that we have the right, at our sole discretion, to commence and pursue proceedings in alternative jurisdictions.
CONTACT DETAILS:Telephone Number - (+27)87 822 1244
General Enquiries - support@lunamobile.co.za
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