Effective date: 23 July 2026
Last updated: 23 July 2026
These General Terms and Conditions apply to services and products supplied by Vindouro Investments (Pty) Ltd, registration number 2016/094871/07, VAT number 436 0292 454, trading as Utilitarian Support Solutions. Vindouro Investments (Pty) Ltd trading as Utilitarian Support Solutions is referred to in these terms as “USS”, “we”, “us” or “our”. The person or organisation receiving services or products from USS is referred to as the “Customer”, “you” or “your”.
These terms are intended to create a clear general legal framework for our relationship. They must be read together with the Customer’s signed agreement, selected service schedule, accepted quotation, statement of work, project scope, written authorisation and any applicable third-party licence or service terms.
These General Terms and Conditions apply to all quotations, projects, subscriptions, managed services, support-on-demand services, products and other services supplied by USS.
They must be read together with any applicable:
By signing an agreement, accepting a quotation, authorising work, purchasing a product, paying an invoice, requesting continued services or permitting USS to perform services, the Customer agrees to these terms.
If documents conflict, the following order of precedence applies unless expressly agreed otherwise in writing:
Third-party licence and service terms apply specifically to the relevant third-party product or service.
The person accepting a quotation, requesting work, approving access or signing an agreement warrants that they are authorised to act for the Customer.
USS may rely on instructions received from:
The Customer must promptly notify USS in writing when an authorised person leaves, changes role or is no longer permitted to issue instructions. USS may delay or refuse an instruction where authority is unclear, disputed or creates a security, legal or operational risk.
USS will provide only the services described in the applicable agreement, quotation, service schedule, project scope or written instruction.
No service should be assumed to be included merely because USS:
Work outside the agreed scope may be quoted separately or billed at USS’s prevailing rates. Recommendations, estimates, expected completion dates and anticipated outcomes are provided in good faith, but are not guarantees unless expressly described as guaranteed in a signed written agreement.
Managed services include only the services and systems expressly selected in the Customer’s agreement or service schedule.
Depending on the services selected, managed services may include:
Managed services do not automatically include:
Response and resolution targets apply only where recorded in a signed agreement. A response target is not a guarantee that an issue will be resolved within the same period.
Support-on-demand or ad-hoc services are reactive services provided when requested by the Customer. Unless expressly agreed otherwise in writing:
A support request must ordinarily be logged through USS’s approved support channel so that it can be recorded, allocated and tracked.
Where reasonably required to provide support, USS may install and operate approved remote monitoring and management, remote-access, security, asset-management, ticketing and supporting software on systems used by the Customer.
These tools may be used for purposes including:
Installation of a tool does not mean that every alert, device or risk is actively monitored unless monitoring is included in the Customer’s selected service. The Customer authorises USS to process the technical and operational information reasonably required to provide these services.
The Customer must not disable, remove, interfere with or circumvent an authorised USS tool without first notifying USS.
Where the Customer disputes or withdraws USS’s authority to retain remote access, USS may suspend access and arrange removal of the relevant tools. This does not constitute an admission that their original installation or use was unauthorised. Certain tools may require a restart, internet connection or other technical action before removal is completed.
Support requests should be submitted through USS’s approved email, portal, telephone or emergency-support channel. A request is considered received when it has been recorded in USS’s support system.
Messages sent through informal or personal communication channels may not be treated as logged support requests.
The Customer must provide sufficient information for USS to investigate the matter, including, where relevant:
USS may prioritise incidents according to security risk, operational impact, available resources and contractual service level. A matter described as urgent by the Customer does not automatically qualify as an emergency or receive priority service.
Onsite work, travel and call-outs are billed separately unless expressly included in a signed agreement or quotation.
A call-out charge may apply in addition to labour, travel, accommodation, parking, tolls, materials and other expenses.
Where USS attends a site but cannot complete the work because of circumstances outside its control, the applicable call-out, travel and labour charges remain payable. Such circumstances may include unavailable access, absent authorised personnel, unsafe conditions, power or connectivity failures, unavailable equipment, incorrect information, third-party delays or the Customer’s failure to complete required preparation.
Project work is governed by the approved quotation, scope or statement of work. Unless expressly included, a project quotation does not include:
Changes to the scope, quantity, design, schedule or assumptions may result in revised pricing and delivery dates. USS may pause work until a change is approved.
Estimated completion dates depend on stock availability, supplier lead times, site readiness, access, approvals and other dependencies. USS is not responsible for delays outside its reasonable control.
Unless stated otherwise:
Where supplier pricing changes after acceptance but before USS has placed or secured the order, USS may issue a revised quotation.
At its discretion and on reasonable notice, USS may adjust recurring charges to account for supplier increases, exchange-rate changes, annual price reviews, changes in licence terms, increased regulatory or operating costs, changes in the number of users, devices, locations or systems, or changes in the Customer’s service requirements.
USS may require a deposit or full payment before ordering equipment, allocating project resources or starting work. An order becomes binding once it has been accepted by USS and any required deposit has been received.
The Customer may be responsible for cancellation, supplier, shipping, administration and restocking charges where an approved order is cancelled.
Special-order, configured, licensed, registered, personalised, downloaded or opened products may not be returnable or refundable.
Deposits may be applied to equipment already ordered, supplier commitments, work already performed, reserved project time, cancellation costs and other amounts properly due.
Recurring services are ordinarily invoiced monthly in advance. Payment is due as stated on the applicable invoice, quotation or agreement.
Projects, hardware, licences and other work may be invoiced:
The Customer must raise a genuine invoice dispute in writing within seven calendar days of receiving the invoice and must identify the specific amount and reason disputed. The undisputed portion remains payable.
The Customer may not withhold or set off payment because of an unrelated complaint, claim or dispute. Amounts paid are allocated to the oldest outstanding debt unless USS determines otherwise.
Where an account is overdue, USS may:
Suspension does not cancel recurring fees, third-party commitments or amounts already incurred. USS is not liable for loss, interruption or damage resulting from a lawful suspension caused by the Customer’s non-payment.
The Customer is responsible for reasonable legal and debt-collection costs incurred in recovering overdue amounts, to the extent permitted by law.
After-hours, weekend, public-holiday and emergency work may be subject to higher rates, minimum charges and availability limitations. The applicable rate may be stated in a quotation, rate card, invoice or Customer Agreement.
USS may determine whether a request qualifies for emergency handling based on the operational impact, security risk, available resources and the Customer’s service arrangement.
USS may resell, administer, recommend, integrate or support products and services supplied by third parties. These may include:
Third-party products and services remain subject to their providers’ terms, licensing rules, service availability, data-processing arrangements, warranties and usage restrictions. The Customer agrees to comply with applicable third-party terms.
USS does not control and cannot guarantee:
Where a third-party subscription is non-cancellable, committed for a fixed term or billed in advance, the Customer remains liable for the applicable charges even if the Customer stops using the service or terminates its relationship with USS.
Ownership of equipment supplied by USS remains with USS until all amounts relating to the equipment have been paid in full. Risk in equipment passes to the Customer on delivery to the Customer, its representative, site or nominated carrier.
The Customer must keep unpaid equipment identifiable, protected and insured. USS may recover unpaid equipment where legally permitted, without waiving its right to recover additional amounts due.
Hardware is generally covered by the relevant manufacturer or distributor warranty, subject to their terms. USS does not provide a warranty broader than the warranty made available by the applicable manufacturer or distributor unless expressly agreed in writing.
Warranty cover may exclude:
Labour, travel, call-out, configuration, data-transfer and courier charges may remain payable even where a product is repaired or replaced under a supplier warranty. Returns require prior approval and are subject to the supplier’s return and restocking rules.
The Customer must:
The Customer remains responsible for its business decisions, legal compliance, operational processes and use of its technology.
USS may create, store or use administrator credentials where reasonably required to provide services. Credentials may be stored in USS’s approved secure credential-management platform.
The Customer must nominate the persons authorised to receive privileged credentials. USS may decline to transmit privileged credentials through an insecure or unverified channel.
Where credentials must be handed over, USS may:
The Customer is responsible for securing credentials after handover.
The Customer warrants that it owns or is properly licensed to use all software, content and systems made available to USS.
USS will not knowingly install, activate, copy or support pirated, unlawfully obtained or improperly licensed software. USS may refuse or suspend work where licensing is unclear.
USS may terminate services where unlawful software or activity creates a legal, security or operational risk. The Customer is responsible for claims, penalties, losses and remediation costs arising from its unlawful or unlicensed software, except to the extent caused by USS.
Backup services apply only where expressly selected and recorded. USS is not responsible for maintaining backups merely because it provides support, monitoring, server administration or access to the Customer’s systems.
The Customer must identify:
Unless expressly included, backup services do not automatically cover every:
A successful backup status does not guarantee that every file is complete, usable or recoverable. Restoration may be affected by damaged or corrupt source data, application inconsistency, encryption, unavailable credentials, unsupported software, hardware failure, retention expiry, connectivity, third-party platform limitations or incomplete data selection.
USS may perform reasonable monitoring and testing where included, but no backup system eliminates all risk of data loss. The Customer remains responsible for reviewing whether the selected backup scope and retention remain appropriate. Restoration, disaster recovery and data-recovery work may be billed separately unless expressly included.
USS will apply reasonable security measures within the scope of the services selected by the Customer. No security product, monitoring service or technical control can guarantee that:
The Customer must implement reasonable organisational safeguards, including:
USS is not responsible for a security incident caused or materially worsened by the Customer’s failure to follow a material written security recommendation. Security incidents, investigations, containment, recovery and reporting may fall outside ordinary support scope and may be billed separately.
Each party must keep the other party’s confidential information secure and use it only for the purposes of the business relationship.
Confidential information may include:
Confidentiality obligations do not apply to information that:
USS may share information with employees, contractors and service providers who require it to perform the services and who are subject to appropriate confidentiality obligations.
USS processes personal information in accordance with the Protection of Personal Information Act, 2013 (“POPIA”), where applicable.
Where USS collects and uses information for its own business purposes, including customer administration, invoicing, security and support management, USS acts as a responsible party as contemplated in POPIA.
Where USS processes personal information solely on the Customer’s instructions while providing services, USS may act as an operator for the Customer.
Where the Customer is the responsible party, the Customer remains responsible for:
USS will process Customer-controlled personal information:
The parties may enter into a separate operator or data-processing agreement where required.
A party that becomes aware of a suspected personal-information compromise affecting the other party must notify the other party without unreasonable delay and provide the information reasonably available to it.
Where USS acts as an operator, USS will notify the responsible Customer when there are reasonable grounds to believe that personal information processed for that Customer has been accessed or acquired by an unauthorised person.
The Customer, as responsible party, remains responsible for determining and completing any required notification to affected data subjects, regulators or other authorities, unless otherwise agreed in writing.
Assistance with investigations, evidence collection, notifications, legal enquiries and remediation may be billed separately unless included in the Customer’s selected service.
USS may decline to support systems that are:
Where USS agrees to assist with an unsupported or end-of-life system:
USS may require the Customer to approve replacement, isolation, migration or other remediation before further support is provided.
USS provides ICT support and does not provide medical advice, clinical interpretation or medical-device repair unless expressly authorised, qualified and contracted to do so.
Support involving medical or diagnostic environments may be limited to areas such as:
The medical practitioner, healthcare provider, device supplier or authorised service organisation remains responsible for clinical use, diagnostic interpretation, device calibration, regulated servicing, patient-care decisions, medical-device compliance and determining whether equipment is safe for clinical use.
USS may decline any work that could constitute regulated medical-device servicing or create an unacceptable safety or compliance risk.
Unless expressly guaranteed in writing, USS does not guarantee:
USS may rely on information provided by the Customer and is not responsible for consequences arising from materially incorrect, incomplete or withheld information.
USS may provide recommendations relating to security, backup, replacement, licensing, capacity, compliance or system design. The Customer remains responsible for deciding whether to accept those recommendations.
Where the Customer rejects, delays or fails to approve a material recommendation, USS is not responsible for loss or failure that would probably have been avoided or reduced had the recommendation been implemented.
USS may require written acknowledgement of a declined recommendation and may suspend or limit support where the resulting risk is unreasonable.
Nothing in these terms excludes or limits a right or liability that cannot lawfully be excluded or limited.
Subject to applicable law, USS is not liable for indirect, special or consequential loss, including loss of profit, revenue, opportunity, goodwill, anticipated savings, productivity or business interruption.
USS is not liable for loss caused by:
Where USS is legally liable, USS’s total aggregate liability arising from a particular event or related series of events will, to the extent permitted by law, be limited to the fees paid by the Customer to USS for the directly affected service during the three months preceding the event.
This limitation does not apply where the law prohibits such a limitation.
To the extent permitted by law, the Customer indemnifies USS against third-party claims, losses and reasonable costs arising from:
This indemnity does not apply to the extent that the claim was caused by USS’s unlawful conduct, gross negligence or wilful misconduct.
Neither party is liable for delay or failure caused by circumstances beyond its reasonable control. These may include:
The affected party must take reasonable steps to reduce the impact and resume performance. Payment remains due for products already supplied, work already performed and unavoidable third-party commitments.
Either party may terminate the relationship in accordance with the applicable Customer Agreement or, where no specific agreement exists, on one calendar month’s written notice.
USS may suspend or terminate services immediately where:
Termination does not remove liability for:
On termination, USS will perform the offboarding activities included in the applicable agreement. Unless otherwise agreed, this ordinarily includes:
Credentials will be released only to one authorised person nominated by the Customer in writing, unless USS agrees otherwise. The recipient must change temporary passwords and secure the accounts immediately.
USS is not required to:
Additional handover, migration, meetings, documentation and assistance may be billed at the prevailing rate. After the handover period, USS may archive the Customer in its systems to prevent accidental tickets, unintended access or continued support activity.
USS may retain records required for legal, tax, security, insurance and legitimate business purposes.
Each party retains ownership of intellectual property it owned before the relationship.
USS retains ownership of its:
Once fully paid, the Customer may use project-specific deliverables created specifically for it for its internal business purposes, unless otherwise agreed. Third-party intellectual property remains subject to the owner’s terms.
During the service relationship and for 12 months after it ends, the Customer must not knowingly employ or directly contract a USS employee or regular contractor who was materially involved in providing services to the Customer, unless USS gives written consent.
This restriction does not apply to a person who responds independently to a general public recruitment advertisement not directed at USS personnel. Where enforceable, USS may recover reasonable recruitment and replacement costs resulting from a breach.
The parties agree that notices, approvals, quotations, instructions and agreements may be communicated and accepted electronically.
Electronic acceptance may include:
Routine operational communications may be sent to the Customer’s last known email address or approved electronic channel. The Customer must keep its contact details current.
Formal cancellation, breach and legal notices to USS must be sent to admin@ussit.co.za.
A Customer complaint should be submitted in writing to admin@ussit.co.za with sufficient details and supporting information.
USS will acknowledge or respond to a properly submitted complaint within 10 business days, where reasonably possible. If the matter remains unresolved, it may be referred for senior-management review.
The parties must attempt in good faith to resolve a dispute through direct discussion before commencing formal proceedings, unless urgent relief is reasonably required.
These terms are governed by the laws of the Republic of South Africa. Subject to any law requiring otherwise, the parties consent to the jurisdiction of the Magistrates’ Court having territorial jurisdiction, despite the amount of the claim. Either party may choose to bring proceedings in another competent court where permitted.
USS selects the following address as its domicilium citandi et executandi for the delivery of formal legal notices and legal process:
Vindouro Investments (Pty) Ltd trading as Utilitarian Support Solutions
329 Wynandskraal Street
Erasmusrand
Pretoria
0129
South Africa
The Customer’s domicilium is the physical or registered address most recently supplied to USS in writing, unless a different address is stated in a signed agreement.
Either party may change its domicilium by giving written notice to the other party.
These terms must be interpreted subject to applicable consumer-protection law. Nothing in these terms is intended to:
Where the Consumer Protection Act, 2008 applies and conflicts with these terms, the applicable statutory requirement prevails.
USS may update these General Terms and Conditions where reasonably necessary to reflect:
The version published on the USS website applies from its stated effective date. A material change affecting an existing fixed-term agreement will apply subject to that agreement and applicable law.
A failure or delay in enforcing a right is not a waiver of that right.
If a provision is unlawful or unenforceable, it must be limited or severed only to the extent necessary. The remaining provisions continue to apply.
The Customer may not transfer its rights or obligations without USS’s written consent. USS may use suitably qualified employees, contractors and service providers to perform the services.
Headings are for convenience and do not affect interpretation. Words in the singular include the plural and vice versa. References to written communication include email and other reproducible electronic communication.
This Privacy Notice explains how USS collects, uses, stores, shares and protects personal information in accordance with POPIA and other applicable South African law.
Depending on the relationship and services provided, USS may process:
In healthcare and diagnostic environments, technical support may incidentally expose USS to patient, clinical or special personal information. USS will process such information only where reasonably necessary and authorised for the provision of the relevant ICT service.
USS may collect information through:
The USS website does not currently provide online purchasing, payment processing or public website forms.
USS may process personal information to:
USS processes personal information where the processing is lawful and reasonably necessary, including where it is required to perform an agreement, comply with a legal obligation, protect a legitimate interest, pursue a legitimate business purpose or act with the data subject’s consent where consent is required.
Consent is not treated as the only possible basis for lawful processing. Where consent is relied upon, it may be withdrawn subject to applicable law and any continuing lawful basis for retention or processing.
USS does not sell personal information.
USS may share information with:
Service providers receive only the information reasonably required for their role and are expected to apply appropriate confidentiality and security safeguards.
USS uses reputable local and international cloud, security, backup, support, communications and administration providers. Personal information may therefore be processed or stored outside South Africa.
Where cross-border processing occurs, USS will use appropriate contractual, organisational, technical or legal safeguards as required by applicable law.
The USS website is hosted through Xneelo. The website also uses external web-font, library and content-delivery services to provide its appearance and technical functionality. These providers may receive limited technical information, such as an internet protocol address, browser information, requested resource, date and time of access, and similar connection data.
The website is not intended to use personal information for behavioural advertising. USS uses contact information primarily for customer, support, administrative and operational communications.
USS applies reasonable technical and organisational safeguards appropriate to the nature of the information and the services being provided. These may include:
No security measure can eliminate all risk. Customers must also apply reasonable safeguards within their own organisations.
USS retains personal information only for as long as reasonably required for the purpose for which it was collected, or as required for legal, tax, accounting, contractual, support, security, insurance, dispute-resolution and legitimate operational purposes.
Information may be archived, restricted, deleted, anonymised or securely destroyed when it is no longer reasonably required, subject to applicable law and technical limitations.
Subject to applicable law, a data subject may request:
USS may require reasonable identity and authority verification before responding. Some information may need to be retained or withheld where permitted or required by law.
Privacy, POPIA and access-to-information enquiries may be directed to:
Werner Ferreira
Director
Vindouro Investments (Pty) Ltd trading as Utilitarian Support Solutions
Email:
privacy@ussit.co.za
Telephone:
+27 12 000 9352
Physical and postal address:
329 Wynandskraal Street
Erasmusrand
Pretoria
0129
South Africa
No Deputy Information Officer has been appointed.
A person who is dissatisfied with USS’s handling of their personal information may lodge a complaint with the Information Regulator of South Africa. Current contact information and complaint procedures are available from the Information Regulator’s official website.
Vindouro Investments (Pty) Ltd
Trading as Utilitarian Support Solutions
Registration number: 2016/094871/07
VAT number: 436 0292 454
Physical and postal address:
329 Wynandskraal Street
Erasmusrand
Pretoria
0129
South Africa
Telephone:
+27 12 000 9352
General enquiries:
info@ussit.co.za
Support:
support@ussit.co.za
Accounts, legal notices and complaints:
admin@ussit.co.za
Privacy and POPIA:
privacy@ussit.co.za
Website:
www.ussit.co.za
Last updated: 23 July 2026