Value-Added Services 

Terms and conditions

1. Acceptance

1.1 These terms and conditions apply when you use Nedbank's (our) value-added services that its third-party vendors provide and when you use or access its channels, including if you have registered on these channels.

1.2 Separate terms and conditions apply to specific products and services mentioned in clause 2.1.

1.3 You can find these terms and conditions on the websites of the respective product or service providers. If there are any differences between these terms and the specific terms and conditions of any product or service provider, the specific terms and conditions of that service or product provider will apply.

2. Online services

2.1 We offer value-added services that enable you to buy data, airtime, prepaid electricity and LOTTO tickets, among other things. Prepaid electricity is sold specifically in terms of clause 3 below.

2.2 You can access these services through our various channels. We operate and own all related value-added services software and any other applications.

3. Prepaid electricity and water

3.1 We are authorised to sell prepaid electricity and water on behalf of the municipality.

3.2 Prepaid electricity and water bought online is not refundable, so you must make sure that the information you use when buying a prepaid electricity or water token is accurate.

3.3 Municipalities may allocate your payment to settle municipal debt. The token you receive may not be for the full value of the electricity or water you bought. Please be aware that some municipalities may use the entire amount you have bought to settle any arrear amounts, which means you will not get an electricity or water token.

3.4 We will charge you a fee for buying electricity or water through our digital channels. Please see our latest fees, available on our website www.nedbank.co.za.

4. Prepaid airtime and data

4.1 We cannot reverse or refund a purchase if you have entered the wrong cellphone number or service provider.

4.2 Ensure that you have enough money available in your account. If you do not have enough money in your account, your purchase cannot be processed.

4.3 We will charge you a fee for prepaid purchases through our digital channels. Please see our latest fees, available on our website www.nedbank.co.za.

5. Your privacy and security

We take your privacy and the security of your personal information seriously. You can find out more about this in our Privacy Notice, available on our website www.nedbank.co.za.

6. Changes to these terms and conditions

We may, at our discretion and at any time, update these terms and conditions. It is your responsibility to check these terms and conditions and make sure that you accept the updated terms and conditions. If you do not accept them, you must immediately stop using the value-added services to which the updated terms and conditions apply.

7. Electronic communications

 You will receive direct-marketing communication only if you have agreed to receiving it.

8. Use of third-party websites

8.1 When you buy value-added services, we may refer to other websites with information or content from other parties. In doing this we are not endorsing the terms and conditions of services that are referred to in that information or content, and we are not endorsing third-party websites or their content, products, services or owners. It is your responsibility to get all the relevant information to make a decision and to read the privacy and security policies on third-party websites. 

8.2 We do not give any warranty about any other website, software or hardware, including their security or performance. You waive (give up) any claim you may have against us for any loss or damage you may suffer because you connected to any other website.

9. Availability and termination

9.1 We will make a reasonable effort to ensure that the value-added services are available, except during scheduled maintenance periods of the channels through which we provide the service.

9.2 We are entitled to discontinue providing the services or any part of it with or without notice to you.

10. Governing law and jurisdiction

10.1 These terms and conditions, our relationship, and any dispute arising from or in connection with these terms and conditions will be governed and interpreted according to the laws of South Africa. Your continued use of our channels will count as your consent and submission to the jurisdiction of South African courts regarding all proceedings, transactions, applications or the like that either we or you institute against the other arising from these terms and conditions.

10.2 If there is a dispute between you and us, you consent to the non-exclusive jurisdiction of the High Court of South Africa (South Gauteng Division, Johannesburg), even if the amount in the action or proceedings may otherwise fall below the monetary jurisdiction of that court.

10.3 Nothing in clause 10 or these terms and conditions limits your right to approach any court, tribunal or forum of competent jurisdiction in terms of the Consumer Protection Act, 68 of 2008.

10.4 We ensure that clients are treated fairly in all aspects of our dealings.

11. Address for Notices

11.1 The physical or email address that you gave us in the application, or the most recent address given to us is the address you choose as your domicilium citandi et executandi where we can deliver legal notices, orders, or other documents to you.  

11.2  Either party may change their physical or email address by notifying the other party via email. The email address to which you may send a change of address notification can be obtained from a branch or NCC. The change of address will be effective on the 5th Business Day after receipt of the email. 

11.3 A legal notice, order or other document will have 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 given, even though the information may be incorrect. 

11.4 You may send any legal notices, orders, or other documents to our domicilium citandi et executandi: 

Group Legal Counsel

Nedbank Group Legal 

Nedbank 135 Rivonia Campus, 135 Rivonia Road, Sandown, Sandton, 2196 

11.5 Unless the contrary is proved, any legal notice, order, or other document: 

11.5.1 sent by email to the chosen email address will be considered received on the date it was sent.  

11.5.2 delivered by registered mail, will be considered received within seven Business Days of the posting date. 

11.5.3 delivered by hand will be considered received on the date of delivery, provided it was delivered to a responsible person during ordinary business hours. 

11.6  If the date of delivery falls on a weekend or public holiday, the legal notice, order, or other document will be considered received on the next Business Day. 

11.7 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 the chosen address.  

11.8 It is your responsibility to notify us of any changes to your address and contact details.

12. Disputes and questions

12.1 If you a make a purchase using the services and have a dispute about the fulfilment of the voucher, that dispute is between you and the third-party vendor.

12.2 For questions about the financial transaction, call the Nedbank Contact Centre on 0800 555 111. For product-related queries, contact the third-party vendor directly.

12.3 For questions about prepaid electricity purchases, contact your municipality.

12.4 If you have a dispute or complaint regarding your account, you can call our Client Complaints Helpline 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.

12.5 If your dispute or complaint remains unresolved or you are dissatisfied with the outcome, please email us at complaintappeals@nedbank.co.za.

12.6 If you are not satisfied with the response, you have the right to contact the National Financial Ombudsman, the Financial Sector Conduct Authority or the National Consumer Tribunal using the details below:

13. General

13.1 We may, at our sole discretion, at any time, for any reason and without notice to you, suspend or terminate the operation of the website or your right to use the website or any of its contents, subject to our processing any order you have already made.

13.2 You may not cede, assign or otherwise transfer your rights and obligations in terms of these terms and conditions to any third party.

13.3 If you or we fail to enforce any right under these terms and conditions, neither you nor we lose that right.

13.4 If any provision in these terms and conditions is declared invalid, the remaining provisions will remain in full force and effect.

13.5 No indulgence, extension of time, relaxation or latitude that any party (grantor) may show, grant or allow to the other (grantee) will constitute a waiver by the grantor of any of the grantor's rights, and the grantor will not be prejudiced or estopped from using any of its rights against the grantee that might have arisen in the past or that may arise in the future.

13.6 These terms and conditions are the whole agreement between you and us, and no other warranty or undertaking is valid unless contained in this document.