1. Introduction

1.1 These Terms and Conditions govern prepaid electricity purchases and participation in the Wetility Rewards Programme ("the Programme") through the Wetility mobile application ("the App").

1.2 By linking a prepaid meter, making a prepaid purchase, or participating in the Programme, the Customer agrees to these Terms.

1.3 Wetility may amend these Terms at any time. Material changes (including changes to fees, refund policies, or data processing) will be communicated in the App or via SMS. Continued use of the service constitutes acceptance of the updated Terms.

2. Definitions

2.1 "Wetility" means Wetility (Pty) Ltd, registration number [INSERT], and its authorised subsidiaries or associated entities.

2.2 "Customer" means any person who links a meter or purchases prepaid electricity through the App.

2.3 "Meter" means a valid prepaid electricity meter registered with a municipality or Eskom prepaid system.

2.4 "Meter Link" means successful validation and activation of a Customer's meter in the App.

2.5 "Prepaid Purchase" means a purchase of prepaid electricity tokens through the App.

2.6 "Token" means a prepaid electricity token purchased by the Customer.

2.7 "Token Failure" means any failure to deliver or load a token due to system, network, or vending errors.

2.8 "Rewards" means free prepaid electricity tokens issued under the Programme.

2.9 "Personal Information" has the meaning assigned in the Protection of Personal Information Act ("POPIA").

2.10 "Payment Processor" means an authorised third-party payment provider used to process Prepaid Purchases.

2.11 "Business Day" means any day other than a Saturday, Sunday, or public holiday in South Africa.

3. Eligibility and Customer Obligations

3.1 To use the service, the Customer must:

(a) be 18 years or older;

(b) have lawful access to the relevant meter (as property owner, authorised tenant with written permission, or other lawful occupant);

(c) provide accurate and complete information;

(d) use the App for lawful purposes only.

3.2 The Customer is responsible for protecting their account credentials and ensuring that meter information submitted is correct.

3.3 Wetility may suspend or terminate access where fraud, misuse, or non-compliance is suspected.

4. Meter Linking

4.1 A Meter Link is required before purchasing prepaid electricity.

4.2 Wetility supports the majority of prepaid electricity meters registered with municipalities and Eskom. However, Wetility may not be able to support all prepaid meters due to technical limitations, vending system compatibility, or restrictions imposed by service providers. Wetility is not liable for inability to link or vend to unsupported meters.

4.3 Wetility may verify the meter number with municipal or Eskom vending systems.

4.4 If a meter cannot be validated, additional proof may be required (such as a recent municipal statement or proof of residence).

4.5 The Customer warrants lawful use or occupancy of the premises associated with the meter.

5. Prepaid Purchases and Payment Terms

5.1 All transactions are processed in South African Rand (ZAR).

5.2 Wetility may charge a convenience or service fee, which will be clearly displayed before confirmation. Service fees will not exceed 5% of the purchase amount unless otherwise communicated.

5.3 Additional bank charges or third-party payment processor fees may apply and are for the Customer's account.

5.4 Wetility does not store payment card details; these are managed exclusively by PCI-compliant Payment Processors.

5.5 Once payment is confirmed, Wetility submits the vending request to the relevant municipal or Eskom vending system.

5.6 All Prepaid Purchases are final and non-refundable except in the limited circumstances described in Clause 7.

5.7 The Customer is solely responsible for ensuring the correct meter number is captured. Purchases made to an incorrect meter cannot ordinarily be reversed or refunded, except where Wetility can demonstrate that a refund or reversal is technically feasible and permitted by the relevant vending system.

6. Token Delivery and Token Failure Handling

6.1 Tokens are delivered via in-app notification and/or SMS.

6.2 Delivery times depend on third-party vending systems (municipalities or Eskom) and typically occur within 5 minutes, but may take longer during periods of high demand or system maintenance.

6.3 If a Token is not received within 30 minutes, the Customer must contact Wetility via the support details in the App.

6.4 In the event of a Token Failure, Wetility will:

(e) verify payment with the Payment Processor;

(f) check vending status with the municipality or Eskom;

(g) re-vend or replace the token only if the vending system confirms that no token was successfully generated (meaning the token was not created in the vending system).

6.5 If the vending system confirms a successful vend, Wetility cannot issue a second token or refund.

6.6 Wetility may request proof such as screenshots, meter serial numbers, or error codes to investigate Token Failures.

6.7 Where the issue is caused by meter hardware faults, municipal infrastructure failures, Eskom outages, or mobile network disruptions, Wetility will use reasonable efforts to assist (including liaising with third-party providers and providing available information to the Customer) but cannot guarantee resolution or assume responsibility for issues outside its control.

7. Refunds

7.1 Refunds will only be considered where:

(h) The Customer has been charged but no token was generated by the vending system after full investigation;

(i) A transaction was processed twice (duplicate charge);

(j) A token was issued incorrectly due to a Wetility system error;

(k) A refund is required by law.

7.2 Refunds will not be issued where:

(l) The Customer entered an incorrect meter number;

(m) A token was generated but not loaded due to meter faults;

(n) Municipal or Eskom systems are experiencing delays or downtime;

(o) The Customer changes their mind after completing a purchase;

(p) The token SMS was delayed but the token is visible in the App.

7.3 Wetility will acknowledge refund queries within 1 Business Day and aims to resolve eligible refund cases within 5 Business Days, subject to responses from municipalities or Eskom.

8. Rewards Programme

8.1 Customers may earn Rewards as follows:

(q) Meter Link Reward — once-off reward after successful Meter Link;

(r) First Purchase Reward — once-off reward for the first purchase of R100 or more;

(s) Ongoing Rewards — rewards earned on qualifying purchases of R50 or more, calculated as a percentage of the purchase amount as displayed in the App;

(t) Loyalty Streak Reward — for three consecutive months of prepaid purchases of R50 or more;

(u) Promotional Rewards — offered at Wetility's discretion, with specific terms communicated separately.

8.2 Rewards are issued only as electricity tokens.

8.3 Rewards have no cash value and cannot be exchanged, transferred, or withdrawn.

8.4 Rewards apply only to purchases made through the Wetility App.

8.5 Wetility may withhold or reverse Rewards for fraud, misuse, or system manipulation.

9. Fraud, Misuse, and Security

9.1 Fraud or misuse includes:

(v) creating duplicate accounts to earn additional Rewards;

(w) linking meters unlawfully or without permission;

(x) manipulating the App, meter, or system processes;

(y) providing false or misleading information.

9.2 Wetility may suspend accounts, reverse Rewards, or block access if fraudulent activity is detected.

9.3 Account credentials must be kept secure. Wetility is not responsible for losses due to compromised credentials.

10. POPIA and Privacy

10.1 Wetility processes Personal Information lawfully and securely in compliance with POPIA.

10.2 Personal Information is collected for:

(z) linking and validating meters;

(aa) processing prepayments and delivering tokens;

(ab) administering Rewards;

(ac) customer support;

(ad) fraud prevention and security;

(ae) compliance with legal or regulatory requirements.

10.3 Personal Information may be shared with:

(af) municipalities or Eskom for vending and validation;

(ag) payment processors;

(ah) authorised technical service providers under confidentiality obligations;

(ai) regulators where required by law.

10.4 Customers have the right to access, correct, or delete their Personal Information and may withdraw consent for marketing at any time by contacting Wetility or adjusting settings in the App.

10.5 Personal Information may be stored or processed inside or outside South Africa with appropriate protections. Data will be retained for the period necessary to fulfill the purposes outlined in Clause 10.2, or as required by law, typically for a period of 5 years after account closure.

10.6 Further details are contained in the Wetility Privacy Notice available at [INSERT URL], which forms part of these Terms.

11. Confidentiality and Information Security

11.1 Wetility takes reasonable steps to protect the confidentiality and security of Customer information, but cannot guarantee that online services will be completely secure.

11.2 Customers are responsible for safeguarding their login details and device access.

11.3 Wetility is not liable for losses arising from unauthorised account access due to Customer negligence.

12. Service Availability

12.1 Wetility aims to provide continuous service availability but cannot guarantee uninterrupted access.

12.2 Service interruptions may occur due to:

• municipal or Eskom system failures,

• load reduction or load shedding,

• mobile network outages,

• scheduled technical maintenance,

• payment processor downtime,

• force majeure events (including natural disasters, war, pandemics, or government actions).

12.3 Wetility will make reasonable efforts to restore service but is not liable for outages outside its control.

13. Liability and Indemnification

13.1 Wetility is not liable for:

(aj) incorrect meter numbers entered by the Customer;

(ak) inability to load a token due to meter issues;

(al) delays or failures caused by municipalities, Eskom, or third-party systems;

(am) network or connectivity issues;

(an) force majeure events beyond Wetility's reasonable control;

(ao) indirect, consequential, or special damages including loss of electricity, loss of income, business interruption, or loss of profits.

13.2 Where required by law, Wetility's total aggregate liability for any claim is limited to the value of the affected Prepaid Purchase, or R1,000, whichever is lower.

13.3 The Customer agrees to indemnify and hold Wetility harmless from any claims, losses, or expenses arising from the Customer's misuse of the service, provision of false information, or breach of these Terms.

14. Dispute Resolution and Governing Law

14.1 Customers should lodge complaints using the support channels in the App or by contacting Wetility at the details provided in Clause 16.

14.2 If unresolved, Customers may escalate complaints to the relevant ombudsman (such as the National Consumer Commission) or regulatory authority as provided under South African law.

14.3 These Terms are governed by the laws of the Republic of South Africa.

14.4 Any dispute arising from or relating to these Terms shall be subject to the exclusive jurisdiction of the South African courts.

15. Severability

15.1 If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision shall be severed from these Terms, and the remaining provisions shall continue in full force and effect.

16. Contact Information

For questions, complaints, or support, please contact Wetility:

Company Name: Wetility (Pty) Ltd

Registration Number: [INSERT REGISTRATION NUMBER]

Physical Address: [INSERT PHYSICAL ADDRESS]

Email: support@wetility.co.za

Phone: [INSERT PHONE NUMBER]

Support Hours: Monday to Friday, 08:00-17:00 (SAST)

Information Regulator Complaints: complaints.IR@justice.gov.za

17. Acceptance of Terms

By linking a meter, purchasing prepaid electricity, or participating in the Rewards Programme, the Customer confirms that they have read, understood, and accept these Terms and Conditions.