Entering into the Agreement
You have agreed to let us provide you with the Services, on certain terms and conditions. This document records the additional terms and conditions of the supply of the Services to you.
The terms and conditions agreed during the above mentioned telephone conversation and the terms and conditions recorded in this document constitute the entire agreement regarding the provision of the Services to you.
We have defined some of the words which have particular meanings in clause 12 of the Agreement.
If there are any words or terms and conditions which you have difficulty understanding, please contact our customer service department at support@haloassist.co.za and we will contact and assist you.
We may from time to time amend these terms and conditions. Should we do so, we will notify you.
Duration and Termination
We will provide you with the Services from the conclusion of the Agreement, until such time as the Agreement is terminated by you (or us).
Either you or us may, for any reason, terminate the Agreement by giving each other 20 Business Days' written notice. Any notice by you to terminate the Agreement must be sent to support@haloassist.co.za.
If you terminate the Agreement we will have the right to keep any money paid by you in advance, but subject to restrictions applied by law.
The Services
We will take all reasonable steps within our control to provide you with the Services.
The Services can only be accessed via an internet connection.
We cannot always guarantee that the Services will be fault-free. The Services can be affected by factors outside of our control; including, amongst other things, inclement weather, power outages, your and our internet connectivity, faults experienced by our respective internet service providers and the like.
The upgrading and maintenance of the Website may result in interruptions or unavailability of the Services from time to time. Where possible, we will advise you of this in advance.
Further exceptions, circumstances relating to the services where benefits or discounts may be limited or excluded are set out in the Service Specific section of this agreement.
Payment for the Services
You shall pay all amounts due under this Agreement by way of a monthly debit order, or credit card.
You have authorised us to collect payment for the Services by way of a monthly debit order on a date nominated by you. In the event that a monthly debit order fails, for any reason, we will debit your account on any other date for that month’s subscription. For this purpose, we are entitled to use lawful means to monitor your banking account in order to assess the most appropriate time to execute the monthly debit order.
You cannot cancel your monthly debit order without our prior written consent.
If the date of your debit order falls on a Sunday or public holiday, you agree that your debit order will go off on the last Business Day before the Sunday or public holiday.
Your debit order date will be aligned with your salary date to account for seasonal or economic changes.
Changes in price
We may change the price which you pay for the Services from time to time. In particular (but without limitation), we will increase the price by a reasonable margin on an annual basis. If you want to receive particular notice of such increase, you need to tell us so in writing. Should you not find an increase acceptable, you may cancel this Agreement on 20 Business Days' notice.
Failure to pay for the Services
If you do not pay for the Services in full and on time, via the debit order, you will be in breach of the Agreement and we may cease providing you with the Services, and can implement the provisions of clause 10.
Feedback and Complaints
If you have a complaint about the services provided by Halo or require information regarding our internal complaints-handling process, you can get in touch with us via our Customer Care Department.
Our Customer Care department details are as follows:
Customer Care Inbound Contact Number: 0801 118 824
Customer Care Email Support: support@haloassist.co.za
We are a participant to Consumer Products and Services Ombud (“CGSO”) and are bound by Consumer Goods and Services Industry Code of Conduct. If we don’t resolve your complaint within 15 (fifteen) business days of you having notified us of it, you are entitled to approach CGSO, to assist in resolving the dispute.
The CGSO’s contact details are:
Website: http://www.cgso.org.za/
Sharecall: 0860 000 272
Email: complaints@cgso.org.za
Information and disclosure
In entering into the Agreement with you and providing the Services to you, we will come into possession of information pertaining to you. Insofar as it is permissible in law, and save for your banking details, we will hold that information as our own and will be entitled to disclose it to such third parties as we deem appropriate.
You warrant and guarantee that all information supplied to us is true and correct.
Should your address, or any other information which you have given to us, change you must inform us of the change immediately in writing to support@haloassist.co.za.
Indemnity and waiver
The Services which we provide will in some cases constitute the introduction by us to you of Service Providers, who will provide services to you in their own capacity as your contractor (even though in terms of the Services, we might fund a particular element of the cost of the Service Provider). In these cases, the Service Provider will be your contractor (even though we might fund an element of the cost) and in terms of the Services, we will not be responsible for any disputes, damages, losses or claims arising from or related to such introductions.
You indemnify us, our employees and agents against any claim, loss or damage which you or anyone else may suffer arising directly or indirectly from the Agreement, the accessing of the Website and the provision of the Services.
To the extent permitted by law, we exclude and you waive all liability against us, our employees and agents, for any direct, indirect or consequential loss, costs, expenses or damage incurred by you or anyone else, whether in common law, in terms of statute or otherwise arising directly or indirectly from the Agreement, the accessing of the Website and the provision of the Services, save for instances of gross negligence on our part.
Breach
In the event that you breach the Agreement we have the right to:
enforce the Agreement; or
terminate the Agreement.
General
Notwithstanding anything to the contrary, a written notice actually received by you will be adequate written notice.
You acknowledge that in entering into this Agreement, you have not relied on any promises, representations or other statements made by us or on our behalf.
If you are under the age of 18 years you warrant that you have the assistance of a parent or guardian in entering into the Agreement.
If any term or condition is found to be invalid or unenforceable, that term will be removed and the invalid or unenforceable term will not affect the validity of the remainder of this Agreement, which will remain effective.
If the Agreement arose through direct marketing you may terminate the Agreement, in writing, within 5 Business Days' after the date on which the Agreement was concluded.
Definitions.
"the Agreement" means the terms and conditions agreed to by you and us during the course of a telephone conversation between you and us (or our direct marketing agents) and the terms and conditions recorded in this document;
"Business Days" means all days, excluding Saturdays, Sundays and public holidays. When calculating business days, one must exclude the first day on which the event occurs and include the last day;
"the Services" means the value added service which we call: Halo, rendered to the Clients and its Members in terms of the Assistance Programmes, to which we referred during our telephone conversation, and which are more fully described on our Website at www.haloassist.co.za.
"Service Provider" means any third party who is a supplier of any benefit or discount to you under or in terms of the Services;
"we", "us" and "our" mean Halo, the proprietor of which is IGNITION TELECOMS INVESTMENTS (PTY) LTD, its affiliates, subsidiaries or its successors-in-title;
"Website" means www.haloassist.co.za.
"you" and/or "your" means you the customer who applies for and receives the Services.
"compulsory Inclusion" refers to the automatic provision of Services to your member where the Services are not offered on an optional basis. Members do not have to apply for the Services which are given to them at Commencement Date of the Agreement then in force.
"accident" means any sudden or unexpected, external, visible and violent event which results in the Member's suffering bodily injury, other than any intentional self-inflicted injury.
"bodily Injury" means bodily injury caused by external, visible and violent means, excluding sickness or disease.
"Emergency Medical Transportation" means the necessary medical expenses of air and/or surface transportation, medical care during transportation, communications and all usual ancillary charges incurred in moving the Member when in a serious medical condition to the nearest hospital where appropriate medical care is available.
"Home Town" means the member's usual place of de facto residence within South Africa.
"illness" means any sudden and unexpected deterioration of health certified by a competent medical authority but excluding bodily injury.
"Medical Emergency" means Accident or Illness that requires immediate and/or urgent Emergency Medical Transportation.
"repatriation" means all the expenses necessarily and unavoidably incurred in transporting the Member to a hospital his/her usual place of residence following in-hospital treatment, where such transportation needs to be done under medical supervision.
SERVICE SPECIFIC
24 Hour Emergency Benefit
The Halo 24 hour emergency benefits are provided by International SOS.
Halo emergency service does not yet apply to Cell C users.
In the event that a member makes it clear in the conversation with the call centre that they need assistance, not for themselves but either for a friend or family member or a member of the public, who is with them (but is not entitled to services), the call centre will undertake to arrange for appropriate emergency services to be deployed - but in the event that any of these require payment, they will be charged to the account of the user.
Medical Conditions & Exclusions: In all instances, standard protocol would include confirmation of a medical aid/hospital plan if possible. In order to limit future payment complications, patients would be admitted to an appropriate public hospital if no medical aid benefit applies. Cost in terms of services rendered by a service provider such as air or road ambulance is recovered from the client's medical aid and if the client does not belong to a medical aid, cost is payable by Halo.
Medical Assistance is provided for LIFE threatening emergencies only.
Exclusions in terms of the benefits with a R-value limit are intentional, self-inflicted bodily harm, cases relating to psychiatric disorders, attempt to commit an unlawful act, active participation in war or riot and participation in any sports on a professional basis or on national or provincial level. Halo membership is not a pay and claim programme.
HIV Assistance and Advice
The Halo HIV assistance and advice service benefits are provided by International SOS.
Halo members have access to a 24 hour, 365 days per year communication centre for HIV/AIDS information and advice.
Emergency transport is provided to the nearest network doctor.
Halo members have access to telephonic trauma counselling for HIV and Rape incidents.
Halo members have access to only three consultations for rape, trauma or potential exposure cases - at an appropriate provider recommended by Halo.
Halo members have access to only three blood tests for rape, trauma or potential exposure cases - the first one immediately on potential infection, a second 3 months later, and the third 6 months later to check zero conversion.
Halo members have access to Anti-retroviral or prophylactic therapy to prevent zero-conversion for a period not exceeding 28 days.
Halo members have access to STD therapy including the morning after pill if required.
Halo members have access to face to face counselling limited to R 3000 only (post exposure on sexual assault).
Halo members have access to counselling (Face to Face), Alternative Therapy and Security replacement benefit (Limited to R 3000 cumulative only).
*Applicable to members, their spouse and dependent children under 18 years of age*
Trauma Assistance and Counselling
The Halo trauma assistance and counselling service benefits are provided by International SOS.
Halo provides trauma assistance and counselling within the borders of South Africa only, and is specifically created to manage Trauma incidents.
These types of trauma include and are limited to Rape, Murder, Car Accidents, Hijacking, Mugging, Natural Disasters, Assault, and Armed Robbery.
Repatriation of Mortal Remains
The Halo Repatriation of Mortal Remains service benefits are provided for and case managed by Nestlife Assurance, a partner of International SOS.
In the event of you or your family member's death (50km or more from your member's main place of residence), the bereaved family and next-of-kin will receive assistance with transporting their loved one back 'home'. The service is limited to the principal member of Halo, their spouse, and two of their children only.
The service includes a national contractor fleet of vehicles which are refrigerated and equipped to provide dignified transportation of the deceased.
The service offers the bereaved members of family assistance with information on:
How to apply for a death certificate and where applicable, advice on the necessary documentation if the deceased is to be buried outside the borders of South Africa.
How to book the grave or crematorium with the relevant authorities.
Referrals to a psychologist or psychiatrist, as well as special counselling.
Referral to suppliers for: Coffins, hearses, flowers, caterers etc...
Referral to a pathologist, if required.
IMPORTANT: The clauses printed in bold relate to issues which may pose some risk for you or which may limit our liability or which you may not ordinarily expect. Please pay special attention to these clauses. By entering into the Agreement you, in addition to accepting all the terms of the Agreement, also specifically signify that you understand the bold clauses and accept them.
0801 118 824
support@haloassist.co.za
