Enbaya PrePaid Meters


T's & C's

1.1 These terms and conditions apply to the sale of our products and the services which we provide to you. The following terms and conditions may also apply:

1.1.1 The terms relating to the use of the website; and

1.1.2 Our Privacy Policy which regulates how we will process your personal information; and

1.1.3 Any other instructions for use or warnings included in the documentation provided to you during the purchasing and registration of the meter.

1.2 These documents are the “contract” between you and Enbaya Prepaid Meters (Pty) Ltd. Please make sure that you understand all of the terms and conditions, because by buying from us or using our website you are agreeing to them.

1.3 These terms and conditions may change from time to time. You cannot assume that they will be the same and must re-read them regularly if you are a repeat customer.

1.4 Our transaction with you will be governed by South African law and will be enforced in our courts. We are situated in Johannesburg, and accordingly these courts will have jurisdiction over any disputes arising from our transaction with you. By transacting with us you agree to their jurisdiction. We reserve the right to institute action in any other court which is entitled to hear the matter.

1.5 Accepting late payment, or not taking steps against you for the breach of these terms and conditions is not a waiver of our right to take steps.

1.6 The provisions of these terms and conditions are severable from each other. If any of these terms are declared invalid for any reason, the rest of the terms will remain valid.

1.7 Our transaction with you is governed by these terms and conditions and no other undertakings or representations relating to the product will be binding.

Side note: If you need assistance always call our sales representatives to clarify any questions you may have before buying the product. You can contact them on: 087 5500 870.

2.1 We sell an extensive range of products. This means that it is not always practical to publish detailed specifications of all our products. All images, descriptions, specifications and advertising on our site are provided for the sole purpose of giving you an approximate description of the goods. Full detailed specifications are available from us on request.

2.2 Please note that the images are not always an accurate representation of the product and the product may vary in appearance from the image on the website. Images may also include accessories and additional items which may or may not be included in the packaged box. You must not rely on images as they are limited representation of the product.

2.3 We do not accept liability for errors or omissions in the content of the website. This means that we will not be liable if you suffer any loss of any nature due to the inaccuracy of the website. Such loss could include consequential loss, data loss, lost revenues and lost profit. Also take note of the terms of use for our website.

2.4 All products and services are subject to availability and we are entitled to stop selling them at any time. If we do not supply the products for any reason, you will not be charged and we will refund any money already paid. We, however, will not be responsible for compensating you for any other losses, of any nature whatsoever (including consequential losses), which you may suffer if we do not supply the goods. Warning! All meters sold by the company are sub-meters. These do not replace any MUNICIPAL meters. Replacing a municipal meter with a sub-meter is illegal. To get a municipal meter you need to apply at your local municipality.

3.1 All meters have to be paid in full before the Registration and Delivery process commences.

3.2 All transactions will be processed in South African Rands (ZAR) unless otherwise stated in writing.

3.3 Although we will use our best efforts to ensure that the prices quoted are accurate and current, because of the nature of the goods, and due to the fact that some goods are imported and are therefore subject to exchange rates, prices can fluctuate and are subject to change without notice. In the event that a price change is necessary in respect of any goods, we will advise you, by e-mail, prior to delivery, thus giving you the opportunity to accept or reject any higher price.

3.4 Please ensure that you have provided the correct delivery details as you will be held liable for any additional delivery costs incurred due to incorrect or invalid delivery details.

3.5 The vending service fees depend on whether you have opted for self-management vending or outsourced-management vending:

3.5.1 All meters on the self-management vending method carries a monthly fee per meter per month for unlimited amounts of credits and tokens. This management fee must be paid via debit order monthly.

3.5.2 Outsourced-managed meters are subject to a minimum management fee or a percentage of gross revenue collected, whichever is the greater. The minimum management fee per meter per month will be charged even if the meter did not vend in that month.

3.6 The installation of the meter is not included in the price. This will be quoted for upon request.

3.7 If you ever disconnect the meter from the vending system completely (see section 12) and you want to reconnect it again you will be charged a reconnection fee.

3.8 If any debit order is not deducted due to a lack of funds, you are liable for any costs involved in collecting the amount(s) due including any penalty fees levied by the bank.

3.9 If you fail to pay the management fee for any reason the meter will be disabled (see section 13). This means that no new tokens will be generated until you have settled your account.

4.1 Payment can be made via credit card, EFT (commonly known as Internet Transfer or Wire Transfer) into our bank account. Banking details are provided when the order is quoted. If you do not receive this for whatever reason please contact our Sales Department.

4.2 Orders shall only be processed upon actual receipt of payment. Please e-mail proof of payment to our Sales Department. This will assist in your order being processed in a timely manner.

4.3 We do not accept cheques or cash, however:

4.3.1 Should a cash deposit occur for any reason, the banking cash deposit fees will be charged to you.

4.3.2 Should cheque deposit occur for any reason, the order will be processed only when the cheque has cleared in our bank account. In South Africa this may take 10 working days while international transfers may take up to 3 weeks.

4.4 Due to unfortunate high rates of credit card theft and illegal transactions worldwide, banks in South Africa need to confirm any purchase over R5,000 transacted on a credit card to ensure that the purchase is legitimate and legal. Depending on the bank this may take several days to a week which in turn may lead to a delay in the processing of the order.

Side note: Virtual Card Services process all credit card transactions on www.prepaidmeters.co.za and www.prepaidmeters.net. All credit card transactions are 128 bit Secure Socket Layers (SSL) encrypted. The company registration documents and the site’s registered domain name are checked and verified by Thawte, ensuring the cardholder and merchant that nobody can impersonate VCS to obtain confidential information. Virtual Card Services is committed to providing secure online services. All encryption complies with international standards. Encryption is used to protect the transmission of personal information when completing online transactions. VCS internet servers are protected by firewalls and intrusion detection systems. Enbaya does not have access to credit details. VCS continually reviews and enhances its security in line with technological changes.

5.1 If your cancellation falls under the CPA, the applicable regulations shall apply.

5.2 You can cancel an order within 5 working days after receipt of proof of payment or the product was delivered provided that the product remains in its unopened packaging.

In these cases you will be held liable for the following:

5.2.1 The cost of returning the product to us; and

5.2.2 If goods have been received, a 17% handling and administrative fee for the services rendered will be deducted from your refund.

5.3 You must contact your Sales Representative to confirm delivery details.

5.4 Please note that you will be liable for the payment of the installer if you cancel after their first site visit. See section 9 for all the arrangements relating to the installation of the meter.

Important! Your meter must be registered before it can be delivered. You can shorten the time it takes to register the meter by sending us the following documents immediately after receipt of payment:

  1. A copy of your South African ID,
  2. Last month’s electricity and water bill for the property and (if you have municipal prepaid meter then please send your Rates and Taxes bill and your last prepaid voucher)
  3. Your signed registration form
  4. A letter from the bank confirming the account number (must include: name of account holder, ID, date of opening account, account number)

6.1 Upon completion of registration you will receive an email to activate your meters.

6.2 Registrations are not completed over weekends or public holidays.

Important! Please make sure that you give us the correct delivery address. If you do not, you will be charged for the second delivery. Keep in mind that delivery may take longer depending on your location. If you live in a remote area, but require speedy delivery you should consider specifying a delivery address in a less remote location. You can change your delivery address if the meters have not been dispatched.

7.1 Once an order has been placed and payment received, your order shall remain pending until stock availability has been confirmed and registration is completed. See section 6 for more information on registration. If the item is in stock, you may expect to receive your order within +/-48 to 76 working hours after registration is completed.

7.2 The following circumstances may lead to a delay in the delivery despite our best efforts:

7.2.1 If you have not submitted all the required documentation, if your documentation is incorrect or incomplete, registration will be delayed and subsequent delivery will be delayed.

7.2.2 If the product is out of stock, in which case we will inform you of the expected date of arrival of the new stock.

7.2.3 If payments are received on weekends and public holidays, your order shall only be processed for registration and invoicing on the following working day.

7.2.4 No deliveries will take place during the period of Public and December Holidays.

7.2.5 Quantity and bulk orders may take 2 to 8 weeks for delivery depending on quantity order and stock availability. Should we have partial quantity at hand, then your order will be delivered to you in parts according to available quantities. We will however communicate with you telephonically and/or via email.

Note that the risk of damage or destruction of the product will pass to you once the products have left our premises. This means that we are not liable for loss of or damage to the products in transit.

9.1 The installation of the meter is not included in the price.

9.2 Installations are either done by our in-house installation team or by outsourced contractors. You must pay for installations in advance.

9.3 If you purchased a Maintenance and Service Plan, the applicable contract terms will apply.

9.4 If you do not make use of our approved installers you must ensure that the electrician and/or plumber you appoint to install the meter/s is certified and qualified to install prepaid sub-meters. If the installer is not certified and the product is damaged you will not be able to rely on the warranty.

Important! Though it might be tempting and cheap, please do not make use of installers that have not installed prepaid sub-meters before and/or are not certified. It is your responsibility to check that they are.

9.5 It is your responsibility to ensure that the installers can access the premises and that the premises are ready for the meter to be installed.

9.6 If the installer cannot access the premises you will be charged additional fees for every time the installer has to return plus every hour the installer has to wait to access the premises.

9.7 The following applies to the time at which installations are completed:

9.7.1 Electrical and plumbing meter installations are prohibited after 17:00 for safety reasons. All electricity and water meter installations must be completed in daylight. Installations that cannot be completed in daylight for whatever reason must be booked for the next available day.

9.7.2 Weekend installations are only provided in Gauteng and at our sole discretion, and only with prior arrangements and according to installers availability.

9.7.3 Weekend installations are subject to an additional charge of 15% of the total installation quotation, must be completed before 17:00 and in daylight.

9.8 You and the installer must sign the installation completion form. Please make sure that the meter works before you sign the form. If anyone apart from you signs the completion form, this will be equivalent to you signing it. In other words, you will not be able to rely on the fact that someone else signed the form if meter does not work.

9.9 There will be no free call outs by an installer once the meter/s are installed and the installation completion form is signed-off. This means that if you need a call out after the meter was installed and signed-off you need to pay a call out fee. This term is not applicable if you have an active Maintenance and Service Plan.

9.10 If you want to cancel an installation, please keep the following in mind:

9.10.1 Once you paid for the installation, you can cancel the installation for any reason up 2 working days before the installation was scheduled.

9.10.2 If you cancel your installation booking you will be liable for the following cancellation penalties: 2 working days before installation booking the penalty is 50% of the installation cost, a day before the installation the penalty is 70% of the installation cost and if you cancel on the day of the installation the penalty is 100% of the installation cost meaning that there will be no refund whatsoever if you cancel on the same day.

9.10.3 If you cancel after the first site visit you remain liable for the fee paid and no refund is due. Should you re-book, you will be required to pay another site visit fee.

9.11 For Site Inspections: Site inspections are charged in separate quotations and will only be credited from the installation invoice. Should you not purchase installation, the Site inspection is non-refundable.

9.11.1 We try to ensure that the installers who do the installation are certified and qualified to do the work. However, we cannot be held liable for any loss arising from the installation work. This includes but is not limited to any damage to property and/or damage to the meter and loss of income and any other consequential loss that may arise from incorrect installation.

Important! Once your meter is registered you should receive the Owner/Manager Manual and the Tenant Manual via email. If you have not received the email, please contact our support lines.

10.1 We offer users of prepaid meters the option to purchase utilities via www.prepaidmeters.net and various other retail and banking outlets as published from time to time. This service is only enabled for meters that are registered as outsource-managed meters on our vending system. Buying utilities via www.prepaidmeters.net and the retail channel is subject to any credit limitations or payment ceilings imposed by the user’s bank, and by the limits of the user’s prepaid meter.

10.2 Once utilities are purchased the transaction cannot be reversed and we cannot refund the user for any utility bought in error or in excess of the user’s needs.

10.3 Enbaya Prepaid Meters (Pty) Ltd. does not determine the price payable for a unit. The price payable for a unit of electricity or water is determined by the Municipality or Service Provider of electricity or water and inclusive of all the particular utility charges. This includes, but is not limited to, DSM (Demand Site Management) and utility levies (such as the electricity and water levies). This depends on the municipality in which the meter is situated. If you are in a sectional title scheme your tariffs may be determined by your body corporate and/or your managing agent.

10.4 EFT payments will only reflect as available credit to the meter account once the funds have been cleared by the user’s bank. We will not be held liable for delays incurred due to banking systems.

10.5 Please ensure that in all transactions for prepaid utilities, where requested, you insert the correct meter number. Deposits, EFTs, and SMS vouchers that do not reflect the correct meter number cannot be allocated and will not reflect on the meter account.

10.6 Deposits, EFTs and SMS vouchers allocated to a VALID but wrong meter account cannot be rectified or refunded. This means you (or the meter user) cannot get your money back and the transaction cannot be reversed (it is the same as loading a prepaid voucher on the wrong cell number).

10.7 The vending services are dependent on banks, credit card merchant services and retail outlets which means that delays are not always in our control. If you encounter problems please contact our support line immediately at 087 5500 870. They operate from 08h00 to 22h00 Monday to Sunday.

11.1 The cycle for collections made from all vending channels runs from the 26th to the 25th of every month.

11.2 Meter owners will be paid on the last working day of each month through the Sagepay payment system. Your statement will reflect a payment made by ‘ Sagepay PPM Electricity’.

Important! You can disconnect your meter from the vending system which means we will stop charging you the monthly service fee. No meter/s will be disconnected without proper and satisfactory identification of the registered meter owner sent to the correct email address. If you fail to follow these instructions you will continue to be liable for the monthly fee.

12.1 If you want to disconnect your meter from the vending system you must write to our Technical Support Department. You need to include all your identifying details used on initial registration and the meter number which you wish to disconnect.

12.2 If you want to reconnect the meter to the vending system you will have to re-register the meter. Reconnection costs are per meter.

Important! If you plan to start using the meter again soon you should consider just disabling it.

This is discussed in the next section (section 13). There will be no refund on service fees already charged per meter per month for self-managed meters. Take the above into consideration together with the reconnection fee per meter for the reconnection and re-registration of your meter onto the system before you request disconnection.

Warning! Disabling vending is different to disconnecting your meter from the vending system. When you disable vending the meter is still registered on the system, but the system meter will not create new tokens until you enable vending again. The most important difference is that we will continue to charge you the monthly management fee.

13.1 You can disable or enable vending free of charge by sending a request to our Technical Support Department. You need to include all your identifying details used on initial registration and the meter number which you wish to disable.

13.2 If your meter is an STS (prepaid) meter or working in STS (prepaid) mode; the meter will continue to work until the last generated token of electricity or water is consumed, but the system will not allow any further tokens to generate.

14.1 Should a meter user be left without electricity or water and the meter user cannot contact the person responsible for issuing vouchers, we reserve the right to issue an Emergency token under the following process and conditions:

14.1.1 We will try to get a hold of the person responsible for issuing the vouchers and get permission to issue an Emergency token.

14.1.2 Should we not be able to get a hold of the responsible person we shall issue a token and place that exact amount in arrears on the meter account. This means that the next time the user purchases a token the arrears amount will deduct this token amount before any new electricity or water is vended. The arrears ensure recovery of the Emergency token amount on the next purchase.

14.1.3 Once a token is issued the landlord will be notified of this action.

14.2 No Emergency tokens can be issued on meters that are Disconnected or Disabled from vending.

Important! From time to time meter users contact us to get tokens because the meter is on the self-managed vending method and they are unable to contact the meter owner, meter manager or landlord whichever the case may be. If this happens regularly, please consider switching to the outsource-managed vending method.

15.1 If your meter becomes faulty as a result of a manufacturing defect within the first 12 months after it was delivered, you are entitled to return the meter. You must follow the procedure set out in this section.

15.2 Please contact our Technical Support Department on 087 5500 870. The following steps will be taken to determine the problem:

15.2.1 A support agent will try and resolve the problem;

15.2.2 If they cannot resolve the problem a visit from one of our installers will be arranged;

15.2.3 If the meter is out of reach for our installer network then you will need to get an electrician and/or plumber out to establish what the problem is.

15.3 Unless your meter is under Maintenance Plan you are liable for any call outs. If the fault is manufacturing you get a replacement device for free. If the fault is not manufacturing you will be charged for full replacement and installation of the device and any materials.

15.4 If you are subscribed to the Maintenance and Service Plan then the call out will fall under the service and maintenance rules.

15.5 Important! If you elect to use an installer which is not approved by us, you must ensure that the installer is certified and qualified to install prepaid sub-meters. If the installer is not certified we will not replace the meter if it is faulty for any reason. In other words, this warranty will not apply (it will be void).

15.6 You must return the faulty meter at delivery of the new meter. If you do not return the faulty meter we will have to charge you for the new meter.

16.1 Important! These terms are very important as they limit your ability to bring a claim against us should something go wrong.

16.2 If you are an individual or a juristic person with an annual turnover or asset value of under R2 million you are protected by the Consumer Protection Act 68 of 2008 (the CPA). It is not our intention to limit your rights in any way.

16.3 Similarly, we do not intend to limit any claim which you might have under section 61 of the Act. We do exclude all other liability.

16.4 To the extent permitted in law, Enbaya Prepaid Meters (Pty) Ltd. and its employees and agents do not accept any responsibility for any damages caused by any means howsoever to any person or property upon the delivery, removal, return, installation of meters or for any other reason whatsoever. We do not accept responsibility for time or earnings lost or for any other consequential damages. Specifically, but without limiting the general nature of this clause, we do not accept any liability in the following cases:

16.4.1 We do not accept any liability for any harm caused by the incorrect installation of any meter. See clause 9 for the clauses relating to installation.

16.4.2 We do not accept any form of liability, loss, damage or any other liability due to the use of products under conditions not intended by the manufacturer. This includes (but is not limited to): Using a prepaid meter on higher amperage than specified; Exposing a meter to the elements of nature; and Running hot water through a prepaid water meter.

16.4.3 We do not accept liability of any form from anyone, may that be the user of the meter, the landlord, body corporate, managing agent or municipality, if our meters are fraudulently and illegally used as primary municipal meters. You hereby agree to indemnify us against such claims. Should we find out that this has occurred we retain all our rights in law to claim damaged from the perpetrators, including but not limited to a claim for damages against you or reporting such to the relevant authorities.

16.4.4 Though we update nationwide tariffs as these are published in the media it is the ultimate responsibility of the landlord to ensure that the municipal bill which they receive on a monthly basis matches to their sub-metering collections and to inform us of any changes in the tariff. Because we are not privy to the billing information of the Municipality we cannot be held responsible for discrepancies of this nature. We will however make every effort to assist and promptly address any discrepancies which may arise over time between the municipal tariffs and the sub-metering tariffs and charges when such are brought to our attention.

16.4.5 We do not accept any form of liability for any form of loss or damage resulting from the failure of a third party supplier to render services such as (but not limited to): interruptions in power supply, cellular network interruptions, municipal water supply interruptions, etc.

16.4.6 We do not accept any form of liability for any loss suffered by the customer or meter user as a result of the termination of vending services due to non-payment by you (see clause 3.8). You hereby indemnify us against any claims resulting from the disabling of the meter as a result of non-payment.

16.4.7 Deposits, EFTs and SMS vouchers allocated to a VALID but wrong meter account cannot be rectified or refunded. This means you (or the meter user) cannot get your money back and the transaction cannot be reversed (it is the same as loading a prepaid voucher on the wrong cell number).

16.5 We are not responsible for complaints or claims made by users or tenants in relation to vending tokens, loading credits or the operation of the meter. If we receive complaints or claims we will direct the user or tenant to you. You undertake to assume responsibility for such complaints or claims and agree to indemnify us against any loss which we may suffer in connection with the complaint or claim.

16.6 We cannot guarantee that www.PrepaidMeters.net will always be functional or that it is up to date at all times. This means that we will not be liable if you suffer any loss of any nature due to any down time or inaccuracies. This includes any lost revenue or profit, any data loss or any other forms of consequential loss.

16.7 By using www.PrepaidMeters.net services for vending or any other services provided from time to time to you (landlords, meter owners and/or meter managers) understand that you are fully responsible to report on such meters to tenants and/or meter users, issue invoices and manage the meters lawfully including but not limited to providing new electricity bills if rates are changed.

16.8 If you intend to use, cause the meter to be used or resell the meter in another country (ie other than South Africa) you must make sure that sub-metering and prepayment is permitted. You hereby indemnify us against any claims or other loss which may arise if you cause us to sell a meter in a country in which sub-metering is prohibited.

Side note: We are a Licensee Member of the STS Association. In this regard we comply with any requests for key changes according to the STS code of conduct. One of the reasons for this is to improve the security of prepayment transactions and to prevent fraud.

Here is some information about the STS:

“The Standard Transfer Specification (STS) has become recognised as the only globally accepted open standard for prepayment systems, ensuring inter-operability between system components from different manufacturers of prepayment systems. The application of the technology is licensed through the STS Association, thus ensuring that the appropriate encryption key management practices are applied to protect the security of the prepayment transactions of utilities operating STS systems.

It has become established as a worldwide standard for the transfer of electricity prepayment token…”

For more information go to: https://www.sts.org.za

17.1 We will not key change any meters that have NOT been registered and vending on our vending system for at least 1 (one) month.

17.2 We reserve the right to charge a fee for KCT tokens.

17.3 We do not sell any prepaid meters for any purpose other than for the purpose of vending utilities on our vending system.

17.4 Purchases made for purposes of vending on any other system are considered fraudulent purchases and will not be refunded and the meters will not be key-changed.

17.5 For customers that have purchased and are vending on Enbaya vending system and wish to change vendors, key changes will be provided under the following conditions:

17.5.1 Customer account is fully settled.

17.5.2 A formal written request is received by the rightful registered meter owner.

17.5.3 The key change request MUST be to a sub-metering STS Association Licensee with valid membership and that has and operates under its’ own SGC (Supplier Group Code).

17.6 Bypassing any of the above requirements goes against the STS Association guidelines and code of conduct. In such cases, we reserve the right to take action for remedies against you involved to the full extent of the STS Code of Conduct and permitted in law.