Fair Use Policy

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Version: af-fup-2026-08 · Effective: 28 August 2026 Status: New document. The previous Acceptable Use Policy referred to a Fair Use Policy that had never been written; this fills that gap.

Active Fibre (Pty) Ltd, registration number 2021/715069/07. This policy forms part of the Master Services Agreement and is read with the Acceptable Use Policy.

1. What fair use means

Our services are delivered over shared networks. A fair use policy sets out where usage is managed so that one customer's traffic does not spoil the service for everyone else.

Fair use management is not a penalty. It is applied by us or by the underlying network operator to keep the network usable.

2. Fibre services (FTTH, FTTB Broadband, FTTB Dedicated)

2.1 Fibre services are uncapped and unshaped. No fair use threshold applies and we do not throttle fibre customers by volume.

2.2 This is subject to the Acceptable Use Policy. Where network abuse is detected — an attack, a compromised device, a commercial hotspot, unauthorised resale, or sustained usage that degrades a shared segment for others — we may shape, rate-limit or suspend the service, as set out in AUP clause 6.

2.3 If shaping becomes necessary on a fibre product for network-management reasons, we will publish the change and give one (1) Calendar Month's notice, except where an urgent threat requires immediate action.

3. LTE and 5G services

3.1 LTE and 5G fair use is set by the underlying mobile network operator, not by Active Fibre. The operator may change its policy without notice to us. The current published policy of the relevant operator applies.

3.2 MTN packages:

3.3 Telkom packages:

3.4 Telkom thresholds reset monthly. The 20Mbps Daytime product operates midnight to 19:00 only; a once-off bundle may be bought for 19:01–23:59.

3.5 Telkom treats peer-to-peer and NNTP as excessive bandwidth-intensive protocols and reserves the right to terminate the account of a customer whose usage compromises network performance, without warning.

3.6 Throttled speeds are maximum speeds and remain subject to coverage and congestion. Reaching a threshold does not entitle you to a refund, credit or early cancellation.

4. Web and email hosting

4.1 Hosting packages carry the disk, mailbox, add-on domain and other allowances stated in the package.

4.2 Shared hosting resources (CPU, memory, database connections, I/O, processes) are managed to protect the platform. We may throttle, suspend or require an upgrade where an account consumes disproportionate resources — see Schedule G clause G4.

4.3 Email sending limits apply per mailbox and per account to protect platform deliverability. Bulk or campaign mail must go through a dedicated bulk-mail provider — see Schedule H clause H4.

5. VoIP

5.1 Voice minute bundles are for normal business or residential use by the account holder.

5.2 Automated dialling, call-centre traffic, artificial inflation of traffic, call termination or refiling, and resale of voice services are not fair use and require our prior written agreement — see Schedule E clause E8.

5.3 Spend ceilings and fraud controls under Schedule E clause E3 are separate from this policy.

6. How we tell you

6.1 Where we apply fair use management to your service other than under a published threshold above, we will tell you what we have done and why, and what you can do about it.

6.2 If a threshold above is the reason your speed has changed, that is the underlying operator's policy applying normally, and no separate notice is given.

7. Changes

Operator thresholds change from time to time. We will update this policy to reflect the current published operator policies. Material changes we control are made on one (1) Calendar Month's notice.