Nedbank Connect Terms and conditions
1. Important information
1.1 You must be a natural person who:
1.1.1 is 18 years or older; or
1.1.2 has the consent of your parent or guardian to receive the services that we offer.
1.2 By using our services through the Nedbank Money app, Online Banking, or at a branch, you agree to:
1.2.1 our terms and conditions; fair usage policy (FUP); mobile pricing; bundle details; and any notices we send to you. All these documents form a legal agreement between you and Nedbank.
1.3 Our FUP is available on the Nedbank Money app, Online Banking and at nedbank.co.za.
1.4 You must adhere to the Nedbank Money app and Online Banking terms and conditions.
1.5 If you disagree with any part of these terms and conditions, you must not use the service.
1.6 If there is anything in these terms and conditions that you do not understand, contact us by calling the relevant number listed in clause 22.
2. Definitions
Unless clearly indicated otherwise in the context, the words and expressions below will mean the following:
2.1 account means your Nedbank current or savings account, that you must use to pay us when you take up any of the services that we offer;
2.2 applicable laws mean all laws, regulations, rules, and legal requirements that apply to the use of mobile services, including the laws of South Africa, as well as any other jurisdiction whose laws may apply based on the user's location or the nature of the service;
2.3 device means the equipment on which you install or insert your SIM;
2.4 ICASA means the Independent Communications Authority of South Africa;
2.5 mobile bundles mean your prepaid or subscription to mobile bundles that you buy from us, which includes prepaid electronic communications services for voice calls, SMSs, MMSs, and data (internet access), which we pre-load on your SIM;
2.6 mobile network means the electronic communications network that we use to provide you with the services;
2.7 mobile pricing table means the cost of the services. You can access this on the Nedbank Money app, Online Banking, or at nedbank.co.za.
2.8 Network operator means the entity licensed by ICASA to operate the mobile network;
2.9 prepaid mobile bundles means, the once-off mobile bundle that you buy through the Nedbank Money app or Online Banking;
2.10 RICA means the Regulation of Interception of Communications and Provision of Communication Related Information Act, 70 of 2002, which requires you, us and the network operator to check and keep certain information of you for law-enforcement purposes;
2.11 service(s) means ordering and registering the SIM and/or eSIM mobile bundles you buy, and its use;
2.12 SIM means the Nedbank Connect SIM card or eSIM that links your cellphone number to your device;
2.13 subscription mobile bundles mean the monthly bundles that we will automatically load onto your SIM every 30 days, starting from the day you sign up. This includes predefined mobile bundles as set out in our mobile pricing table and the customised mobile bundles that you design;
2.14 we, our or us means Nedbank; and
2.15 you and your means the person who is taking up any of the services from us.
3. Your Nedbank account
3.1 You must have an account before you can use any of the services.
3.2 If you close your account, you will not be able to pay for your subscription mobile bundles or buy prepaid mobile bundles. Your SIM will default to a prepaid SIM and can only be topped up by a third party with who has an account.
4. SIM and RICA
4.1 You can order a SIM from us on the Nedbank Money app or Online Banking, or at a Nedbank branch. We will SMS the SIM contact number (the cellphone number) to you as soon as the SIM has been activated.
4.2 We may, at our discretion, charge you for the SIM.
4.3 You must register your SIM for RICA. To do this, you must:
4.3.1 be fully FICA verified with us; and
4.3.2 agree that we may use your existing FICA information to RICA you.
4.4 If you are not FICA verified with us, you cannot use the services until you are RICA compliant.
4.5 You must insert your SIM into your device to buy mobile bundles from us.
4.6 When you order a SIM from us, you can keep your existing cellphone number, subject to the requirements in clause 10 (porting).
4.7 If you have ordered a SIM from us and there is no activity on your SIM for 90 days from when the SIM has been activated (for example, if you do not make or receive a call, send or receive an SMS, or use any of our mobile bundles), we will deactivate your SIM and recycle your cellphone number. If this happens, you will not be able to get your cellphone number back and you will have no claim against us.
4.8 We may limit how many SIM cards you can register. This limit can change at any time, at our discretion.
4.9 You cannot resell your SIM.
4.10 The SIM can only be used by you or the person you elected to receive the SIM at the time of registration.
4.11 If your SIM is lost, stolen or damaged, you must contact us immediately to suspend it. You are responsible for all charges for the use of the mobile bundles on your SIM until you tell us that it has been damaged, lost, or stolen. You are then legally required to report the crime to the South African Police Services.
4.12 If you fail to report your lost or stolen SIM to us immediately and illegal activity is detected from your SIM, you may be held liable.
4.13 RICA may require us to give your personal information and any communication that you send or receive to law-enforcement authorities.
5. Delivery and collection of your SIM
5.1 We use a third-party courier to deliver the SIM you ordered through the Nedbank Money app or Online Banking.
5.2 You must provide your physical address to us for delivery, and you agree that we can share your address with the courier company.
5.3 The courier company will deliver the SIM to you at your chosen delivery address.
5.4 You will receive an SMS from the courier company confirming your delivery.
5.5 If your delivery is delayed, you must contact us on the contact details provided in clause 22.
5.6 If you collect a SIM in person at a Nedbank branch, the Nedbank branch employee will give you the SIM.
5.7 If you order an eSIM, we will email the QR code with the eSIM details immediately to the email address we have on record or the one you provide to us.
5.8 You’ll receive the SIM from the courier or Nedbank branch only after you have completed their verification process, which may include showing your ID.
6. Mobile bundles
6.1 When your SIM is RICA’ d and activated, you can buy prepaid or subscription mobile bundles from us.
6.2 Before paying, make sure you check that your purchase details are correct. Due to the consumable nature of the mobile services, your selection cannot be changed, and we cannot refund or reverse a payment if you buy the wrong bundle or change your mind later.
6.3 Your mobile bundles only work in South Africa and with South African cellphone numbers. If you use your SIM to call international or premium-rated numbers, extra charges will apply.
6.4 Prepaid mobile bundles
6.4.1 Prepaid mobile bundles are once-off purchases you make through the Nedbank Money app or Online Banking. Our pricing table shows the available bundles, including how long they last (like 24 hours, 3 days, 1 week, or 1 month), their prices, and what each bundle includes.
6.4.2 We may change our prepaid mobile bundles at any time. Any updates will be shown in our mobile pricing table.
6.4.3 To buy a pre-paid mobile bundle for your SIM or a third party, you must pay through the Nedbank Money app or Online Banking. Once your payment goes through, we’ll load the bundle onto the SIM.
6.5 Subscription mobile bundles
6.5.1 Subscription mobile bundles are monthly mobile bundles that we will automatically load onto your SIM every 30 days, starting from the day you sign up, until you terminate or change your subscription on the Nedbank Money app or Online Banking.
6.5.2 Our mobile pricing table shows the available subscription bundles.
6.5.3 You may customise your subscription mobile bundle by selecting the voice call minutes, SMSs, and or data that you may require. We will confirm the price, and you must accept and make payment to activate your subscription mobile bundle.
6.5.4 Our Subscription mobile bundles are valid for 30 days at a time from the date you receive it and any unused voice minutes, SMSs, or data from your subscription mobile bundle will expire after 30 days and won’t carry over to the next month.
6.5.5 We will debit your account that you selected on the Nedbank Money app or Online Banking to pay the fees for your subscription mobile bundle. We will debit your account every 30 days from the date you take up a subscription mobile bundle.
6.5.6 If you do not pay us, you will not receive your subscription mobile bundle, and it will automatically cancel, and you will default to a prepaid SIM.
6.6 Upgrade and downgrade of your subscription
6.6.1 You may upgrade (higher price) or downgrade (lower price) your subscription during the month.
6.6.2 You must upgrade or downgrade at least 48 hours before your payment date. If you do not, your instruction will only be processed for the following month (example: if your payment date is 20 July and you upgrade or downgrade your subscription mobile bundle between 18 and 20 July, your upgrade or downgrade will be effective in September).
6.7 If your subscription mobile bundle is fully or partially depleted, you can top up with any of our pre-paid mobile bundles.
6.8 If we change or increase the price for your subscription mobile bundle, we will give you reasonable notice. If you do not cancel or change your subscription mobile bundle during the notice period, we will continue to debit your account with the new pricing until you cancel or change it.
6.9 Cancellation of your subscription mobile bundle
6.9.1 You can cancel your subscription mobile bundle at any time on the Nedbank Money app or Online Banking.
6.9.2 You must cancel your subscription mobile bundle at least 48 hours before your payment date. If you do not cancel before 48 hours, your instruction will only be processed for the following month. (Example: If your debit date is 20 July and you cancel your subscription on or between 18 July and 20 July, your cancellation will be effective in September.)
7. International roaming
7.1 Roaming internationally is when you use your device and mobile bundle outside of South Africa.
7.2 If you use your SIM outside of South Africa, the roaming functionality is automatically disabled, and you will have no connectivity.
7.3 If you want to use the SIM outside of South Africa, you must switch on the roaming functionality and buy one of our prepaid roaming bundles to have connectivity. If you don’t, you will not have connectivity, and your SIM will be disabled.
8. Availability of services
8.1 We rely on the mobile network to provide the services to you. We cannot guarantee that our services will be continuous or fault-free.
8.2 The services may be affected by events that are beyond our control, severe weather, physical obstructions, radio interference, the functionality of your device, mobile network coverage, faults with other networks, or large volumes of people trying to use the services at the same time.
8.3 We will make a reasonable effort to ensure that the services are available, except during scheduled maintenance for which we will notify you in advance.
8.4 You agree that we are not responsible to you for any failure, default, or delay in the provision of services to you for reasons beyond our control.
9. Transferring data bundles
9.1 You cannot transfer your data bundles between your different SIMs or to a SIM that belongs to any third party.
9.2 If you no longer intend to use a SIM that has a valid mobile bundle, you agree to forfeit your existing mobile bundles and have no claim against us. 9.3 If you do not want to forfeit your existing data bundles, you must use it all before you cancel your SIM.
10. Porting or transferring your cellphone number
10.1 You can transfer your existing cellphone number that you use from another network operator to us (port in) or from us to another mobile network (port out).
10.2 You can initiate the port on the Nedbank Money app or Online Banking.
10.3 You must ensure that all outstanding payments are settled with your network operator or with us before requesting any port.
10.4 You agree to forfeit any unused mobile bundles from your network operator or from us when you port in or port out. When you port, any existing mobile bundles from us or your network operator will not carry over.
10.5 Porting may take up to 48 hours (excluding weekends and public holidays), you must keep your old SIM in a device to receive SMSs during the porting process.
11. Fees and payment
11.1 You must make payment for any of the services you take up from us with your account.
11.2 All fees and charges will be confirmed on the Nedbank Money app, Online Banking or in branch when you take up any of the services and before you make payment.
11.3 No payment, or any portion thereof, is refundable.
11.4 We are entitled, at our reasonable discretion, to charge any fees. If we do, we will give you reasonable notice.
12. Cancellation or suspension
12.1 We reserve the right to cancel your SIM and recycle your Cell phone number if there is no activity on your SIM for 90 days. (For example, if you do not make or receive a call, send or receive an SMS, or use any of our mobile bundles).
12.2 We can immediately cancel or temporary suspend your SIM and mobile bundles if:
12.2.1 you breach any of these terms and conditions or that of the FUP;
12.2.2 we must do so for legal reasons or to comply with our internal policies;
12.2.3 we believe or suspect that you are using the mobile bundles fraudulently or unlawfully; or
12.2.4 you put us or the network operator at risk; or
12.2.5 your use of the mobile bundles constitutes unacceptable use;
12.2.6 any use that degrades our or the network operator’s quality or places unreasonable constraints on us;
12.2.7 your use interferes with our rights or the rights of our network operator;
12.2.8 your use amounts to a breach of any other agreement we may have entered into with our network operator; or
12.2.9 your use causes reputational damage to us or our network operator or brings our brand into disrepute.
12.3 If your SIM is cancelled or temporary suspended (up to a point where your mobile bundle expires), you will forfeit any remaining mobile bundle balances.
13. Transaction history
13.1 We will make your transaction history for prepaid mobile bundle purchases, top-ups, and subscription mobile bundles available on the Nedbank Money app and Online Banking.
13.2 If you have any questions about your transaction history, contact us on the contact details in clause 22.
14. Promotional campaigns
14.1 We may from time to time have promotions for the mobile bundles or ordering of a SIM.
14.2 We reserve the right to determine the rules of these promotions.
14.3 The terms and conditions for any promotion will be hosted on our website.
15. Amendments to terms and conditions
15.1 We are entitled, at our sole discretion, to replace or change any of these terms and conditions. If these terms and conditions change, we will give you reasonable notice.
15.2 If you access and use the service after the terms and conditions have been changed, you must accept the changed terms and conditions.
15.3 If you do not agree to the changed terms and conditions, you may not use the service.
16. Privacy consent
16.1 Subject to applicable laws, regulations, and our privacy policy, you give us permission to process your personal information as we see fit for both your and our legitimate interests. This includes your race, biometrics, and alleged criminal behaviour (if necessary).
16.2 You consent to our accessing your credit bureau data, obtaining your bank statements from your bank, sharing your information with third parties, sharing information about your application for the service with third parties; collecting your personal information from third parties; sharing information about your application for the service with the Southern African Fraud Prevention Service; and processing your personal information outside of South Africa.
16.3 Processing includes doing affordability assessments, credit scorings and profile building that may help us offer you a product or service that will suit your needs. You may ask for a description of your personal information that we have on record and for the details of third parties who have, or have had, access to your personal information.
16.4 You may withdraw your consent by notifying us in writing. You may also ask that we correct or delete your information, object to our having had your information, and complain to the Information Regulator.
17. Liability
17.1 We or the network operator will hold you liable for any loss or damages that we may suffer because of:
17.1.1 your failure to comply with any of these terms and conditions;
17.1.2 your incorrect instructions or information; or 17.1.3 the use of your SIM without your permission.
17.2 We will not be responsible for any loss you may suffer when using the services.
17.3 Unless applicable laws provide otherwise, you will not hold us or our network operator liable for any loss or damage that you suffer because of our actions.
18. Law, jurisdiction and language
18.1 This agreement is governed by the laws and the courts of South Africa.
18.2 We will communicate with you in English and this agreement is available in English only.
19. Transferring our rights
19.1 We may transfer any of our rights and obligations under the agreement without us having received your consent to a third party – on condition that the party continues with the obligations in the agreement to you.
19.2 You may not transfer your rights and obligations under the agreement to a third party.
20. Address for notices
20.1 The physical or email address that you gave us in the application, or the most recent address is the address you choose as your domicilium citandi et executandi where we can deliver legal notices, orders and other documents to you.
20.2 You may change your physical or email address on the Money app, via the Nedbank Contact Centre, or at a Nedbank branch. The change of address will be effective on the 5th business day after receipt of the updated email address.
20.3 A legal notice, order or other document will be regarded as having been properly served when it has been sent by email or delivered to that party or sent by registered mail to that party’s last known address. If you have not informed us of a change of your email or physical address, we will continue to use the last address we have on record for you, even if the information may be incorrect.
20.4 You may send any legal notices, orders or other documents to our domicilium citandi et executandi as follows: Group Legal Counsel, Nedbank Group Legal, Nedbank 135 Rivonia Campus, 135 Rivonia Road, Sandown, Sandton, 2196 – or Nedbank’s email address, which is courtprocesses@Nedbank.co.za.
20.5 We will notify you of any change to our physical or email address.
20.6 Unless the contrary is proved, any legal notice, order or other document:
20.6.1 sent by email to the chosen email address will be considered as having been received on the date it was sent;
20.6.2 delivered by registered mail will be considered as having been received within 7 business days of the posting date; and
20.6.3 delivered by hand will be considered as having been received on the date of delivery, on condition that it was delivered to a responsible person during ordinary business hours.
20.7 If the date of delivery falls on a weekend or public holiday, the legal notice, order or other document will be considered as having been received on the next business day.
20.8 Any legal notice, order or other document received by a party will be adequate written notice or communication to that party, even though it may not have been sent to or delivered at that party's chosen address.
20.9 It is your responsibility to notify us of any changes to your address and contact details.
21. General
21.1 You may not cede, delegate, or otherwise transfer any rights or obligations resulting from these terms and conditions if you have not received our approval beforehand, which we will give to you at our discretion.
21.2 No failure, delay, relaxation, or indulgence on our part in exercising any power or right given to us under these terms and conditions will be a waiver of that power or right, and no failure, delay, relaxation, or indulgence will be part of these terms and conditions.
21.3 If any of these terms and conditions are found to be invalid or unenforceable, the invalid or unenforceable terms and conditions will be separate from the remaining terms and conditions, which will remain in full force and effect.
22. Complaints and questions
22.1 If you have a complaint or question, call us on 0800 555 111 or dial 135 from your SIM on weekdays from 08:00–17:00 and Saturdays from 08:00–12:00. We will investigate your complaint within a reasonable time, keep you informed during the investigation, and give you a final written response.
22.2 If you have a dispute or complaint about your account, call us on 0860 444 000 or email us at clientfeedback@nedbank.co.za. You will need to give us a written statement setting out the dispute or complaint. We will investigate your dispute or complaint within a reasonable time, keep you informed during the investigation, and give you a final written response.
22.3 If your dispute or complaint remains unresolved or you are dissatisfied with the outcome, please email us at complaintappeals@nedbank.co.za.
22.4 You have the right to contact the National Financial Ombudsman and/or the Financial Sector Conduct Authority and/or the National Consumer Tribunal at any time using the details below:
National Financial Ombudsman
Tel: 0860 800 900
WhatsApp: +27 66 473 0157
Email: info@nfosa.co.za
Physical address:
Gauteng
Ground Floor 110 Oxford Road
Houghton Estate
Rosebank
Johannesburg
2198
Western Cape
6th Floor Claremont
Central Building
6 Vineyard Road Claremont
Cape Town
7700
ICASA
icasa.org.za,
Email: consumer@icasa.org.za
Financial Sector Conduct Authority
Tel: +27 12 428 8000
+27 12 428 8012
0800 202 087
0800 110 443
Email: info@fsca.co.za
Physical address:
Block B
Riverwalk Office Park
41 Matroosberg Road
Ashlea Gardens
Pretoria
0081
Postal address:
PO Box 35655
Menlo Park
0102
National Consumer Tribunal
Tel: +27 10 006 0484
Email: registry@nct.org.za
Physical address:
Ground Floor
Block B
Lakefield Office Park
272 West Avenue,
Corner West Avenue and Lenchen Avenue
Centurion
0157
23. Acknowledgement
23.1 You warrant that you have fully and truthfully answered all questions and responded to our requests for information about this agreement.
23.2 You confirm that you understand and appreciate the risks and costs inherent in this agreement, as well as your rights and obligations.