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Terms & Conditions

  1. These Terms and Conditions (“Terms”) set out how you may use the products and services provided by Paratus Telecommunications (Pty) Ltd (“Paratus”).
  2. By subscribing to, purchasing, or using any Paratus service, whether fixed, mobile, bolt-on, SIM pack, device, or through the Paratus App, you agree to these Terms, along with any additional product or promotional conditions that may apply.
  3. These Terms apply in addition to service agreements, policies, and regulatory requirements. Where there is a conflict, the more specific product or regulatory terms will apply.
  4. Paratus may update these Terms from time to time. The latest version will always be available on our website (www.paratus.africa/namibia) and will apply from the date of publication.

Service Availability

  1. Paratus services are only available in areas where we have network coverage. Customers should check service availability in their area before signing up, as Paratus cannot guarantee service outside of its coverage footprint.
  2. For mobile services, customers must ensure that they use compatible devices (including 4G, 5G, VoLTE, and VoWiFi where applicable).
  3. Certain features, such as VoLTE and VoWiFi, may not be automatically enabled by device manufacturers and may also require activation on the Paratus network. Customers are responsible for confirming that their handset supports these functions and that the relevant features are enabled on their device. Paratus will activate the service on its network where applicable, but performance cannot be guaranteed on unsupported, non-certified, or non-enabled equipment.


Contract Periods & Pricing

  1. Services may be provided on:
    1. Fixed-term contracts (e.g. 12, 24, or 36 months),
    2. Month-to-month contracts,
    3. Once-off services, such as installations, activations, SIM packs or device purchases,
    4. Time-based services, such as daily, weekly, or prepaid bundles with a specified validity period. Unless specifically stated, unused allocations do not roll over and will expire at the end of the validity period.
  2. Installation, setup, SIM or activation fees may apply depending on the product or package purchased.  A GoSIM Pack is a once-off fee, and separate connection fees may apply. Connection fees may differ between a physical SIM and an eSIM. All applicable charges will be communicated at the time of sale.
  3. Discounts and promotions only apply where specifically stated. Certain customer categories, such as pensioners and corporates, may qualify for discounts as specified by Paratus. Only the highest applicable discount will apply, and discounts cannot be combined.


VAT & Billing

  1. All prices are in Namibia Dollar (N$).
  2. Residential services are zero-rated for VAT. Business services include 15% VAT, which will be clearly shown at checkout or on invoices.
  3. Prices displayed as exclusive of VAT unless otherwise indicated.
  4. Billing is monthly in advance unless otherwise specified. Pro-rata billing applies where services start mid-cycle.
  5. Where a customer’s package, bundle, or included allowances do not apply (including where allowances are depleted or no longer available on the account), usage will be charged at the applicable out-of-bundle rates.
  6. Where a customer makes an international call, sends an international SMS, or uses the service while roaming outside Namibia, the customer will be billed at the applicable international and/or roaming rates in force at the time of use. International/roaming charges may also apply where a customer enables call forwarding to an international destination. 
  7. Customers are responsible for monitoring their usage and ensuring they understand which usage is included in their package and which usage will be charged separately.


Payments

  1. Payments can be made by debit order, EFT, debit card, credit card or securely through the Paratus App.
  2. Debit/credit card payments are processed via a secure payment gateway using a secure payment gateway. Customer data is processed in accordance with Namibian law and Paratus’ privacy policies. 
  3. App purchases and once-off/time-based services are final and non-refundable once activated or completed.
  4. Services may be suspended if payments are late, and reconnection fees may apply.


Credit & Financial Checks

  1. For postpaid services, device financing, or hire purchase, customers consent to financial screening.
  2. Paratus may decline an application or require a deposit if credit checks indicate a higher risk.
  3. Deposits may also be required for postpaid services or certain packages, as determined by Paratus. Deposits may be applied toward outstanding balances or forfeited if a customer defaults on payments or terminates early.


Suspension & Termination

  1. Services may be suspended or ended by Paratus, including but not limited to:
    1. Payments are overdue,
    2. Services are used unlawfully, or
    3. Network integrity and security are at risk.
  2. Customers remain responsible for fees due, including any early termination charges, if applicable. Where a deposit has been paid, Paratus may apply the deposit toward outstanding amounts or retain it if the customer defaults.


Tethering

  1. Tethering means using your mobile phone as a hotspot to share its internet connection with other devices (such as laptops or tablets).
  2. Some mobile data plans include tethering, while others may limit or restrict it to ensure fair network usage.
  3. Product-specific terms will explain whether tethering is available on your chosen plan.


Installations & Customer Premises Equipment (CPE) – Fixed Services

  1. The customer must provide safe access to the premises, obtain any landlord/body corporate permissions, and ensure power and suitable internal wiring.
  2. CPE supplied on a rental/loan basis remains Paratus property and must be returned in good working order on cancellation; non‑return or damage fees may apply.
  3. Risk of loss or damage to customer‑owned equipment rests with the customer.
  4. Installation dates are scheduled on a best‑effort basis and may change due to site readiness, permitting, or third‑party dependencies. 


Compatible Devices

  1. Paratus services require compatible customer devices and equipment, including (where applicable) 4G, 5G, VoLTE, and VoWiFi-enabled devices, routers, or customer premises equipment.
  2. Certain features, such as VoLTE and VoWiFi, may not be automatically enabled by handset manufacturers and may also require activation on the Paratus network.
  3. Customers are responsible for ensuring that their devices meet the technical requirements of the selected service and that relevant features are enabled. Paratus will activate the service on its network where applicable, but performance cannot be guaranteed on unsupported, non-certified, or non-enabled devices.


Migration Policy

  1. These Terms apply to all Paratus customers, including fixed-term, mobile, hybrid, and once-off customers. Where a customer has also entered into a Service Agreement, the terms of that Service Agreement will take precedence in the event of a conflict.
  2. Downgrades from an existing package to a smaller or lower-tier package are permitted, subject to terms and conditions. Customers may either:
    1. Remain on their current plan until expiry or continuation on a month-to-month basis, or
    2. Request a downgrade in accordance with Paratus’ downgrade rules and applicable charges or conditions, or
    3. Upgrade to a higher-value service package offered by Paratus. For fixed-term services, no cancellation penalty will apply in the case of an upgrade.
  3. For migrations involving a different service or technology (e.g. moving from fixed to mobile, or mobile to hybrid), customers may be required to conclude a new Service Agreement with Paratus, in line with the novation provisions contained in the Service Agreement.
  4. Hybrid and once-off services may be upgraded or topped up at any time in accordance with product-specific terms, but are not eligible for downgrades.
  5. Where Paratus is scheduled to launch new products within two (2) weeks of a migration request, Paratus may recommend that customers wait for these offerings before making changes to their current plan.
  6. All migration requests are subject to product availability, technical feasibility, and applicable billing rules.

Standard Shaping Policy

  1. To ensure fair and high-quality access for all customers, Paratus may apply network traffic management (“shaping”) during peak business hours (Monday to Friday, 08h00 – 18h00).
  2. Shaping is only applied to specific traffic types, namely peer-to-peer file sharing (torrent downloads) and large system/software updates (e.g. Windows, iOS, Android).
  3. Normal internet browsing, streaming, and business-critical services are not affected by standard shaping.


Fair Usage Policy (FUP)

  1. Paratus provides internet services on a shared network basis. To maintain fair access, we apply a Fair Usage Policy (FUP) to certain products.
  2. The FUP allows all customers fair access by slowing down (“throttling”) certain traffic types or users who exceed their allocated thresholds during peak times.
  3. Throttling means the speed of data transfer may be deliberately reduced to balance network usage for everyone.
  4. Each product has a defined usage threshold, which is published in the product-specific terms. Once reached, speeds may be reduced for the remainder of the billing cycle.
  5. The FUP is dynamic and may be adapted from time to time based on overall network demand.


Acceptable Use Policy (AUP)

  1. The AUP sets out how our services may (and may not) be used. It is designed to protect:
    1. The integrity, reliability, and security of Paratus’ network,
    2. The quality of service for all customers, and
    3. Compliance with applicable Namibian law.
  2. General Responsibilities
    1. Customers are responsible for all use of their service, including use by family members, employees, or any third party with access to their account.
    2. Customers are responsible for the security of their accounts, passwords, and devices.
    3. Customers are responsible for ensuring minors using their account do so safely and lawfully.
    4. Customers must comply with all applicable laws, regulations, and licensing requirements.
  3. Prohibited Activities
    1. Use of Paratus services is not permitted for:
      • Creating, storing, or transmitting unlawful, obscene, defamatory, discriminatory, or threatening material.
      • Sharing or downloading content that infringes copyright, trademarks, or other intellectual property rights.
      • Sending spam or unsolicited communications or failing to honour unsubscribe requests.
      • Hosting, distributing, or transmitting malware, viruses, or malicious software.
      • Attempting to gain unauthorised access to another account, network, or system.
      • Phishing, impersonation, or misrepresentation of identity.
      • Using services to promote or transact in illegal or regulated goods without proper authorisation (e.g. weapons, drugs, counterfeit goods).
      • Activities that degrade, disrupt, or harm the operation of Paratus’ network or other customers’ services.
    2. In addition to the restrictions already listed, customers may not:
      • Provide false, misleading, or incomplete information when registering a SIM card or service.
      • Fail to comply with SIM registration requirements under Namibian law (Communications Act, 2009 and any regulations issued from time to time).
      • Use a SIM card or service registered in another person’s name without their consent.
  4. Enforcement
    1. If the AUP is violated, Paratus may take one or more of the following actions:
      • Issue a warning (verbal or written),
      • Suspend the customer’s service (temporarily or permanently),
      • Suspend or block SIM cards that are not properly registered,
      • Charge administrative fees or costs related to investigation,
      • Disconnect services or terminate the contract,
      • Share details with other service providers or law enforcement where required,
      • Institute civil or criminal proceedings where applicable.

SIM Registration & Activation

  1. All SIM cards must be registered in accordance with Namibian law (Communications Act, 2009 and CRAN regulations).
  2. A SIM activation fee may apply, as specified in the applicable product terms.
  3. Customers must provide accurate and up-to-date information when registering a SIM.
  4. Registration information must be submitted at the point of sale, through the Paratus Portal, mobile app, or by any other process determined by Paratus in accordance with regulatory requirements.
  5. A SIM will only be activated once the prescribed information and documentation have been submitted.
  6. By completing the registration, the customer warrants that all information and documents provided are true, correct, and complete.
  7. Paratus reserves the right to suspend or cancel the service if the information provided is found to be false, misleading, or incomplete, or if the customer fails to provide required documentation.
  8. SIMs may only be used by the registered customer, unless Paratus has been notified of and approved the transfer of a SIM.
  9. Telephone numbers and SIM cards are allocated by Paratus and may be reclaimed or reassigned in accordance with regulatory requirements.
  10. For minors, SIM registration requires a parent or legal guardian’s consent and supporting documentation.

Coverage & Service Availability

  1. Mobile services are available only within the Paratus mobile network coverage footprint.
  2. Customers should confirm mobile coverage at their location before purchasing, activating, or using a SIM pack or mobile service.
  3. Service quality may vary depending on location, device compatibility, signal strength, and environmental conditions.
  4. Roaming services, where supported, may be subject to additional fees and terms.
  5. Best-Effort: Mobile services are provided on a “best-effort” basis. This means that while Paratus aims to provide reliable and high-quality service, actual speeds and performance may vary due to network demand, location, signal strength, and other factors beyond Paratus’ control.

Handsets & Devices (Bolt-ons)

  1. Handsets & devices may be purchased upfront, on hire purchase (HP), or as part of a service package (subject to credit approval). Handsets may only be purchased with an active Paratus service and form part of service enablement.
  2. Handsets may be purchased on a HP basis together with a Paratus service. Where handsets are financed, a deposit may be required in accordance with the applicable service agreement or related financing terms.
  3. Devices provided under financing or hire purchase remain under Paratus’ control until the device is fully paid off. Customers are responsible for the reasonable care, safekeeping, and use of such devices.
  4. Out of Box Failure (OBF): If a new handset or modem is found faulty within 48 hours of purchase, it may be returned for replacement subject to assessment and standard OBF conditions (e.g. original packaging, no physical damage). Devices also carry the manufacturer’s standard warranty, which applies after the OBF period and is subject to the manufacturer’s terms and conditions.
  5. Only one device or bolt-on may be linked to each service/connection, unless otherwise specified.
  6. Customers are responsible for insuring devices against loss, theft, or damage. Handset financing is subject to additional credit and financial checks in line with Paratus’ policies.


Mobile Device Locking (MDM Software)

  1. Devices purchased on financing or hire purchase may have Mobile Device Management (MDM) software installed.
  2. In the event of non-payment, the device may be locked remotely, limiting its functionality until payment is received.
  3. Once arrears are cleared, full functionality will be restored.
  4. After the device is fully paid (whether by completing the financing term or early settlement), the MDM software will be permanently removed.
  5. Limited functions (such as emergency calls) may remain available during a lock period.


Mobile Service Usage

  1. Tethering: Some mobile data plans allow customers to use their device as a hotspot to share data with other devices. Product-specific terms will state whether tethering is permitted.
  2. Speed and performance may vary depending on network capacity, coverage, and the selected plan.
  3. Mobile data plans may include specific conditions depending on the product selected. For uncapped plans, speed restrictions (e.g. 10 Mbps) may apply. For gig-based plans, a defined allocation of data is provided, which may also include time-based features (e.g. NightSurf access between 00h01 – 05h59). Product-specific terms will set out these conditions.
  4. Customers are responsible for any charges incurred while using roaming services or third-party content.
  5. Prepaid bundles and time-based packages (e.g. hourly, daily, weekly, or monthly allocations) are valid only for the period stated at purchase. Unless specifically stated, unused data, minutes, or services will not roll over to the next period and will expire at the end of the validity window.
  6. Paratus is not responsible for third-party content, applications, or services accessed using its network or billed via Paratus. Responsibility for such services lies with the relevant third-party provider.
  7. Mobile usage not covered by the customer’s selected package or included allowances will be billed in line with VAT and Billing, including out-of-bundle, roaming and international charges, where applicable.


Number Portability & SIM Replacement

  1. Mobile number portability is not currently available in Namibia. If you change the package or service linked to your MSISDN, the terms of the new package or service will apply from the date of change.
  2. SIM swaps or replacements may require positive identification and a replacement fee.
  3. You are responsible for usage and charges on your SIM until loss/theft is reported to Paratus; we may block the SIM once notified.
  4. Paratus may temporarily suspend services during investigation of suspected SIM‑swap fraud or misuse.

Customer Responsibility

  1. Customers are fully responsible for any actions taken using their login credentials on Paratus’ applications, self-service portals, or online platforms.
  2. Secure authentication methods, including login confirmation sent by email (or other methods introduced by Paratus from time to time), may be used as proof of authorisation for transactions or service changes.
  3. Customers must keep login details confidential. If a customer suspects unauthorised use or a possible security breach, they must immediately notify Paratus by logging a support ticket through the app/portal or using the official support channels.
  4. Paratus is not responsible for losses caused by unauthorised access to a customer’s account, unless the access happened because of negligence or wrongful action by Paratus.
  5. Paratus may require identity verification before we discuss an account, provide customer-specific information, or action a request (including changes to services, SIMs, numbers, email addresses, contact details, or account access).
  6. Verification may include security questions, a call-back to a recorded number, confirmation through email, or any other reasonable verification method used by Paratus from time to time.
  7. Paratus may treat a request as authorised where it is made by the Customer or by a person who successfully completes verification using the Customer’s recorded contact details, credentials, or access methods.
  8. Customers are responsible for keeping their passwords, PINs, OTP access, devices, SIM access, email access, and account details secure. Customers must tell Paratus immediately if they suspect unauthorised access, SIM compromise, device compromise, or account misuse.
  9. Paratus’ system records (and call or interaction records where available) will be used to assess whether verification was completed and what information or action was provided.


Purchases Online and via the Paratus App

  1. Services and products may be purchased directly through the official website and Paratus App using secure payment gateways.
  2. For purposes of these Terms, a “Service Identifier” means the identifier to which a purchase is applied, including (as applicable) an MSISDN (mobile number), customer/account number, service reference, line/circuit reference, or any other identifier used by Paratus to allocate a service or product to a customer.
  3. All purchases are final and non-refundable once activated , completed or successfully applied to the relevant Service Identifier.
  4. Customers are responsible for ensuring they select the correct product and enter the correct Service Identifier before completing a purchase, recharge, top-up, or bundle purchase.
  5. Once a recharge, bundle, or purchase is applied successfully to a Service Identifier, it cannot be transferred, reversed, refunded or converted.
  6. Paratus will not be liable for customer errors in selecting a product or entering a Service Identifier during a purchase or recharge.
  7. Where a customer purchases through an authorised third party, Paratus is not responsible for third-party platform failures, delays, fees, or errors occurring before the purchase is successfully applied to the Service Identifier.


Payments & Card Security

  1. Paratus does not store customer credit card details.
  2. Debit/credit card payments are processed via a secure payment gateway using a secure payment gateway. Customer data is processed in accordance with Namibian law and Paratus’ privacy policies.
  3. If a payment fails, services linked to that payment may be suspended until successful settlement.
  4. If a payment for a recharge or bundle is reversed or charged back after the recharge or bundle has been successfully applied, Paratus may treat the reversed amount as outstanding and may suspend affected services and/or restrict further purchases until the account is settled, subject to applicable law.


Service Management

  1. Customers may use the Paratus app and portals to:
    1. View usage, balances, and invoices,
    2. Purchase bundles or services,
    3. Manage accounts and linked services,
    4. Pause or cancel certain packages where allowed.
  2. Availability of features may vary depending on the customer’s package or product.
  3. Usage, balances, and remaining allowances may not reflect real-time consumption at all times. Customers remain responsible for monitoring usage and charges.


Ask me anything (AMA) – Artificial Intelligence Tool

  1. This AI tool provides general information only – not final quotes or binding offers.
  2. For official pricing, promotions, and service commitments, please speak with our authorised sales representatives in-store or utilise online self-services.
  3. Always verify AI-provided information through official channels before making any purchasing decisions.

General Rules

  1. Promotional offers are valid only for the specified period and while stocks last.
  2. Unless otherwise stated, all standard Paratus Terms & Conditions apply to promotions.
  3. Promotional products are subject to network coverage, availability, and eligibility requirements.
  4. Discounts, free services, or add-ons provided as part of a promotion will end once the promotional period expires.
  5. Unless explicitly stated, unused data or minutes from a promotional package do not roll over or accumulate.
  1.  

Back to School Competition

Promotion period: 5 January 2026 – 31 January 2026 (both dates inclusive)

Draw Date: 6 February 2026

1. Eligibility & Entry

  • The Competition is open to Namibian residents only aged 18 years and older.
  • Parents or legal guardians may enter on behalf of minors under the age of 18 years.
  • Employees of Paratus, their immediate family members, and agents involved in administering the Competition are not eligible.
  • To enter, participants must share a Back-to-School photo of their minor child on Facebook or Instagram, tag @ParatusNamibia, and include a caption describing how Paratus helps to #PowerYourNext. The post must be publicly visible for the duration of the Competition during the Promotion Period.
  • One entry per customer.

2. Prizes

  • One (1) Ipad Pro 11, 256 GB is available to be won.
  • The prize is non-transferable and cannot be exchanged for cash.

3. Winner Selection & Notification

  • The Winner will be selected via a random draw on 6 February 2026, overseen by an independent auditor.
  • The Winner will be notified via direct message from Paratus’s official social media account and requested to provide limited contact details for verification purposes only.

4. Prize Collection

  • Prizes must be collected within 30 days of notification at the nearest Paratus shop.
  • Unclaimed prizes may be forfeited, re-awarded, or donated.

5. General

  • Paratus may disqualify any entrant who provides false information or does not meet the requirements of the Competition.
  • By entering the Competition, participants submitting photographs of minors warrant that they are the parent or legal guardian of the child depicted and consent to the submission and use of such photographs by Paratus for Competition-related and promotional purposes.
  • All other matters are governed by the Paratus Website Terms and Conditions.

Recharge-and-Win Competition

Promotion Period: 1 February 2026 – 28 February 2026 (both dates inclusive)

Draw Date: 6 March 2026

1. Eligibility & Entry

  • The Competition is open to Namibian residents aged eighteen (18) years and older with an active eligible Paratus prepaid mobile number.
  • Employees of Paratus, their immediate family members, and agents involved in administering the Competition are not eligible.
  • Automatic entry applies. No manual entry is required.
  • A Customer earns one (1) entry for every cumulative N$150 of Successful Recharge Value credited to the eligible prepaid mobile number during the Promotion Period.
  • Only Successful Recharges credited during the Promotion Period will be counted. Reversed, refunded, or charged-back recharges will not be counted.
  • One (1) entry per Customer is permitted for the duration of the Competition.

2. Prizes

  • Three (3) Bluetooth Over-the-Ear Headsets are available to be won.
  • Prizes are non-transferable and cannot be exchanged for cash.

3. Winner Selection & Notification

  • Winners will be selected via a random draw on 6 March 2026, overseen by an independent auditor.
  • Winners will be contacted using the contact details recorded on the Paratus customer profile and may also be announced on Paratus’s official channels.
  • Paratus will never request payment, PINs, passwords, OTPs, or banking details in connection with the Competition. Participants should engage only through Paratus’s verified channels.

4. Prize Collection

  • Prizes must be collected within thirty (30) days of notification.
  • Unclaimed prizes may be forfeited, re-awarded, or donated.

5. General

  • Paratus may disqualify any entrant who provides false information or does not meet the requirements of the Competition.
  • Paratus’ systems and records will be the primary source for determining qualifying recharges and entries.
  • All other matters are governed by the Paratus Website Terms and Conditions.

Product Specific Promotions

Promotion period: 28 November 2025 – 28 February 2026 (both dates inclusive)

Additional Minutes on Selected Vantage and Elevate Packages

  1. During the promotional period, customers who subscribe to, renew, or upgrade to the selected Vantage and Elevate packages listed below will receive additional monthly voice minutes as part of this promotion.
  2. In addition to the above, existing customers on qualifying Vantage and Elevate packages may, at Paratus’ discretion, receive the same promotional minutes as a goodwill benefit. This discretionary allocation does not constitute a permanent package feature and does not create any future entitlement once the promotional period ends.
  3. The applicable additional minutes per package are as follows,
      • Vantage 12.5GB + All-in 300,
      • Vantage Basic Uncapped + All-in 300,
      • Vantage Plus Uncapped + All in 450,
      • Elevate Basic Uncapped + All-in 350,
      • Elevate Plus Uncapped + All-in 475.

Beat Black Friday Promotion – Vantage 12.5GB + All-in 200 Bundle

Promotion period: 21 November 2025 – 30 November 2025 (both dates inclusive)
  1. This promotion applies only to the Vantage 12.5GB + All-in 200 product when taken together with selected promotional handsets (“Beat Black Friday”).
  2. The Beat Black Friday bundle is available only on 36-month Vantage contracts.
  3. Customers must be 18 years or older and must meet Paratus’ standard credit-approval requirements.
  4. The Beat Black Friday bundle is available in-store only at Paratus Mobile outlets and is not available via the Call Centre, website, Paratus App, or any other remote sales channel.
  5. The Vantage 12.5GB + All-in 200 product may only be taken with a handset as part of this promotion and is not available as a standalone product under this promotion.
  6. No deposit is payable for customers signing up for the Beat Black Friday bundle during the promotion period.
  7. Promotional handsets are available while stocks last and will be issued on a first-come, first-served basis. No device reservations or pre-allocations will be accepted.
  8. This promotion cannot be combined with any other discounts, offers, promotions, or campaign-specific rebates.
  9. All other applicable provisions of these Terms, including Contract Periods & Pricing, VAT & Billing, Mobile Service Terms and General Rules, remain in force and continue to apply to the Beat Black Friday bundle.

Consent to Receive Communication

  1. By providing contact information (such as mobile number or email), customers consent to Paratus contacting them about products, services, and service-related updates through channels including SMS, email, WhatsApp, and other official digital platforms.
  2. Customers may opt out of marketing communications at any time by contacting Paratus directly.
  3. Network and service-related messages (such as billing, network notices, or security alerts) are not considered marketing and will continue to be sent even if a customer opts out of marketing.

     

Privacy & Data Handling

  1. Paratus respects the privacy of its customers and handles personal information responsibly.
  2. Customer details will not be sold or shared with unauthorised third parties.
  3. Payment details are not stored by Paratus and are only processed via secure, accredited payment providers.
  4. Paratus may update its privacy and data handling practices from time to time in line with best industry practice and any future regulatory requirements.
  5. Customer data is processed in line with internal privacy policies.
  6. Paratus may introduce self-service tools to allow customers to manage their data and marketing preferences.
  7. Paratus may share customer/account information where verification is completed and the request is treated as authorised.
  8. If a Customer believes information was disclosed without authorisation, the Customer must provide reasonable details to allow investigation (including date, time, channel used, and the information allegedly shared). Paratus will investigate in good faith.
  9. Paratus is not responsible for customer information that is displayed, inferred, or obtained through third-party caller identification tools, public sources, or platforms not controlled by Paratus.

Limitation of Liability

  1. Paratus provides its services using reasonable care and skill but cannot always guarantee uninterrupted or error-free performance.
  2. Paratus is not responsible for:
    1. Service interruptions, delays, or failure to provide services caused by events beyond its reasonable control, including but not limited to power failures, natural disasters, strikes, regulatory actions, weather conditions, or acts of third parties,
    2. Delays or non-performance by upstream providers,
    3. Customer equipment, devices, or software failures,
    4. Loss of data, business opportunities, profits, or anticipated savings.
  3. To the fullest extent permitted by law, Paratus will not be liable for indirect, incidental, or consequential damages.
  4. To the fullest extent permitted by law, Paratus will not be liable for loss arising from actions taken or information shared after successful verification, unless the Customer can prove that the loss resulted from Paratus’ negligence or wrongful conduct.

Indemnity by Customer

  1. Customers agree to indemnify and hold Paratus harmless against any claims, damages, or costs arising from:
    1. Unlawful or prohibited use of services,
    2. Breach of these Terms,
    3. Sharing, distributing, or hosting unlawful content,
    4. Any third-party claims resulting from the customer’s use of the services.
  2. This indemnity covers reasonable legal costs, regulatory fines, and any losses incurred by Paratus as a result of customer actions.

     

Reservation of Rights

  1. Paratus reserves the right to:
    1. Monitor and manage network traffic to maintain service quality,
    2. Suspend, restrict, or terminate services where Terms are breached,
    3. Remove content deemed unlawful, harmful, or otherwise objectionable,
    4. Modify, update, or withdraw products and services when necessary,
    5. Take action (civil or criminal) to protect its network, operations, and customers.
  2. Failure by Paratus to enforce any provision of these Terms does not constitute a waiver of its rights.

Customer Support

  1. Customers are encouraged to first raise any service issues, billing queries, or complaints with Paratus’ customer service team via the official support channels.
  2. Paratus will investigate and work to resolve the matter in good faith and within a reasonable timeframe.

Escalation

  1. If a complaint is not resolved to the customer’s satisfaction, it may be escalated internally to a Paratus manager or designated escalation team.
  2. Customers may also request written confirmation of the outcome of their complaint.

Regulatory Referral

  1. If a complaint cannot be resolved internally, it may be escalated to the Communications Regulatory Authority of Namibia (CRAN) – Tel: +264 61 222 666, www.cran.na, or through any channels as updated by CRAN from time to time. 
  1. These Terms, together with any product-specific and promotional terms, form the entire agreement between the customer and Paratus regarding the services.
  2. Paratus may update or amend these Terms, or vary or withdraw specific products, packages, or promotions, from time to time. Where required by law or regulation, such changes will be submitted to the Communications Regulatory Authority of Namibia (CRAN) for approval prior to implementation. Customers will be notified of material changes in advance through appropriate communication channels (such as SMS, email, or website notice). Where a change materially reduces the service offering during a fixed-term contract, customers will be entitled to cancel the affected service without penalty, subject to settlement of any outstanding amounts owed to Paratus.
  3. If Paratus does not enforce any part of these Terms, this does not mean it waives the right to enforce them later.
  4. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.
  5. These Terms are governed by the laws of the Republic of Namibia. Any disputes may be brought before a competent court in Namibia, and Paratus reserves the right to choose the appropriate court with jurisdiction.
  6. Official communications may be sent by email, prepaid registered post, or hand delivery to the contact details provided by the customer. Legal notices to Paratus may be sent to legal.na@paratus.africa.
  7. The customer may not cede, assign, or transfer any rights or obligations under these Terms without Paratus’ prior written consent. Paratus may cede, assign, or transfer its rights or obligations (in whole or in part) to an affiliate or successor without notice.
  8. These Terms were last updated on 10 February 2026. The version published on the Paratus website replaces any earlier versions.