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SOS SQUAD TERMS AND CONDITIONS

  1. Entering into the Agreement

    1. 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.

    2. 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.

    3. We have defined some of the words which have particular meanings in clause 12 of the Agreement.

    4. If there are any words or terms and conditions which you have difficulty understanding, please contact our customer service department at support@sossquad.co.za and we will contact and assist you.

    5. We may from time to time amend these terms and conditions. Should we do so, we will notify you.

  2. Duration and Termination

    1. 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).

    2. 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@sossquad.co.za.

    3. 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.

  3. The Services

    1. We will take all reasonable steps within our control to provide you with the Services.

    2. The Services can only be accessed via an internet connection.

    3. 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.

    4. 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.

    5. Further exceptions, circumstances relating to the services where benefits or discounts may be limited or excluded are set out in the schedule of this agreement.

  4. Payment for the Services

    1. You shall pay all amounts due under this Agreement by way of a monthly debit order.

    2. 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.

    3. You cannot cancel your monthly debit order without our prior written consent.

    4. 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.

  5. 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

  6. Failure to pay for the Services

    If you do not pay for the Services in full and on time, via the debit order, or any other payment method, 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.

  7. Complaints

    1. We have a complaints department which is used to resolve disputes when they first arise. If you have a complaint, please contact the customer service department at support@sossquad.co.za.

  8. Information and disclosure

    1. 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.

    2. You warrant and guarantee that all information supplied to us is true and correct.

    3. 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@sossquad.co.za.

  9. Indemnity and waiver

    1. 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.

    2. 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.

    3. 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.

  10. Breach

    1. In the event that you breach the Agreement we have the right to:

      1. enforce the Agreement; or

      2. terminate the Agreement.

  11. General

    1. Notwithstanding anything to the contrary, a written notice actually received by you will be adequate written notice.

    2. 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.

    3. 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.

    4. 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.

    5. 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.

  12. Definitions.

    1. "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;

    2. "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;

    3. "the Services" means the value added service which we call SOS Squad which gives you the discounts and benefits, to which we referred during our telephone conversation, and which are more fully described on our Website at www.sossquad.co.za

    4. "Service Provider" means any third party who is a supplier of any benefit or discount to you under or in terms of the Services;

    5. "we", "us" and "our" mean SOS Squad, the proprietor of which is Ignition Telecoms Investments (Pty) Ltd, its affiliates, subsidiaries or its successors-in-title;

    6. "Website" means www.sossquad.co.za.

    7. "you" and/or "your" means you the customer who applies for and receives the Services.

  13. 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.

THE SCHEDULE

ROADSIDE EMERGENCY AND ACCIDENT ASSISTANCE SERVICE

Emergency Roadside and Accident Assistance Service is available 24 hours a day, 365 days a year within the borders of South Africa for any of the vehicles used by you or your immediate family members. The purpose of the benefit is to mobilise the vehicle as soon as possible or in the event of an accident, remove the vehicle from the accident scene according to your or your insurer's requirements.

The service entails dispatching of an appropriate service provider and continuous follow-up until the roadside emergency is resolved or the vehicle is taken to a place of safety/repair.

Incident Location

Assistance is rendered when the vehicle is immobile and includes incidents at home or away from home within the borders of South Africa.

Service Providers

Our service providers are all independent contractors. Although every effort is made to monitor and assess these service providers, the responsibility for loss, damage or unsatisfactory workmanship remains with the service provider.

We will, however, make every effort to resolve any dispute that may arise, conditional upon the complaint being received in writing within 10 days of the incident.

Eligible Members

The service will be provided to you and your immediate family members when assistance is required with a roadside emergency or accident. Prior to rendering any service, your membership will be validated in terms of an active membership database. Should it not be possible to verify your active membership, then you will be required to pay for the service, which will be charged at the prevailing rate.

Benefits and Limits

The service includes one incident per annum (calendar year) as detailed in the benefit table below, limited to R480.00 (excluding VAT) per incident. Charges for services that exceed these limits will be for your cost at the prevailing hourly or kilometre rate of the region where the service is rendered.

Attendance at the time of Assistance

It is expected that you or your immediate family members shall be with the vehicle at the time of service and assistance. We will not be responsible for any damage or loss from unattended vehicles or previous damage.

Vehicles under Warranty

Should your vehicle be under warranty at the time when a roadside emergency or accident is logged, the vehicle will be referred for assistance to the warranty provider first. Where assistance is however rendered to a vehicle still under warranty, you shall sign an indemnity clause absolving us from any warranty dispute.

Accidents and Short Term Insurance Events

In the event that you know the name of the insurer, the call will be transferred to the relevant insurer's/broker's 24-hour accident call centre for initial claims assistance. In these accidents towing shall be paid for by your insurance company. If your vehicle is not insured, you will be liable for the towing and other related costs such as storage and administration fees.

ROADSIDE EMERGENCY AND ACCIDENT ASSISTANCE - BENEFIT TABLE
DESCRIPTION BENEFIT / LIMIT
Roadside Emergency Assistance Benefit Limit: 1 incident per annum at maximum R480.00 (excl VAT) per incident
Flat Tyre Tyre Change: A tyre change will be taken care of on site. Should the standard tyre change equipment for the vehicle not be available on location of the breakdown, the vehicle will be towed to a destination of the member's choice. In this case the member will pay the service provider direct.
Flat Battery. Jump Start : A jump start will be taken care of on site. In the event of the vehicle model not allowing for a jump start, towing to the nearest place of safety or repair is paid for.
Run out of Fuel Call-out to deliver the fuel is paid for. Member pays for the cost of fuel.
Keys Locked In Vehicle Locksmith's call-out and 1st hour's labour to retrieve the keys is paid for.
Mechanical / Electrical Breakdown Towing to the nearest place of safety or repair by an approved towing contractor is paid for.
Accident Assistance Benefit Limit: Unlimited incidents & cost paid for by member's insurance company or member self
Accident Assistance Benefit Limit: Unlimited incidents & cost paid for by member's insurance company or member self
Towing, Storage and Administration fees Service Provider cost is paid for by the member's short term insurance policy. Should the member's vehicle not be insured, cost will be paid for by the member.
Message Relay Unlimited relay of messages or conference calls in event that the member does not have airtime, does not know the number of the person/company that has to be contacted or in any event.

HOME ASSISTANCE SERVICE

The Home Assistance Service is available 24 hours a day, 365 days a year within the borders of South Africa for your main residence. A home emergency is considered a situation which requires immediate attention in respect of sanitation, resultant damage, being stranded without essential services or is potentially life threatening. These emergency situations apply to Electrical, Plumbing, and Household Motors & Appliances only for which the call-out and first hour's labour is paid for. The service entails dispatching of an appropriate service provider and continuous follow-up until the home emergency is attended to.

In addition to home emergencies, you also have telephonic access to an extensive database of home and household service providers in your area which includes, but is not limited to nurseries, garden services, creche's, gym's, handyman services, hardware stores, vets, etc.

Incident Location

Assistance is rendered at your main residence.

Service Providers

Our service providers are all independent contractors. Although every effort is made to monitor and assess these service providers, the responsibility for loss, damage or unsatisfactory workmanship remains with the service provider.

We will, however, make every effort to resolve any dispute that may arise, conditional upon the complaint being received in writing within 10 days of the incident.

Eligible Members

Service will be provided to you and your immediate family in respect of your main residence. Prior to rendering any service, your membership will be validated in terms of an active membership database. Should it not be possible to verify your active membership, you will be required to pay for the service, which will be charged at the prevailing rate.

Assistance

Home Assistance is provided in both emergency and non-emergency situations. Assistance will only be provided where our helpline was contacted in the first instance. Should you contact a service provider directly, we will not be liable for any costs incurred, or the payment thereof.

Where we have requested a service provider to assist you and you subsequently contact an independent service provider without our prior knowledge or permission, then you shall be liable for the call-out fee/costs of both service providers.

Benefits and Limits

The service includes one incident per annum (calendar year) as detailed in the benefit table below, limited to the service provider's call-out fee and first hour's labour. Charges for services that exceed these limits will be for your cost at the prevailing hourly or kilometre rate of the region where the service is rendered.

Attendance at the time of Assistance

It is expected that you or your immediate family members or a caretaker shall be present at the main residence at the time of service and assistance. We will not be responsible for any damage or loss from unattended premises or previous damage.

Fittings/Installations under Warranty

Should it be established that a fitting/installation holds a manufacturer/installer warranty, such as a gate motor or electrical/plumbing reticulation, such fitting/installation will be referred to the service provider in question. Where assistance is however rendered in terms of a fitting/installation still under warranty, you shall sign an indemnity clause absolving us from any warranty dispute.

Electrical Emergency

An electrical emergency refers to:

  • No power (neighbouring properties not affected)
  • Power tripping effecting safety and security or could lead to resultant damage

Interruption of general household or leisure activities are not considered an electrical emergency and will be attended to at your expense, e.g. faulty plugs for TV, surround sound, dishwasher, one stove plate not functioning, oven not functioning etc. Electrical emergencies related to a geyser will be referred to your home owner's insurance. Should you not enjoy home owner's insurance cover, the service provider's cost will be for your account.

Plumbing Emergency

  • A plumbing emergency refers to:
  • No water (neighbouring properties not affected)
  • Blocked toilet (no other toilet available on the property)
  • Blocked drain causing overflow
  • Burst pipe

Interruption of general household or leisure activities are not considered a plumbing emergency and will be attended to at your expense, e.g. one tap not functioning, etc. Plumbing emergencies related to a geyser such as a geyser burst will be referred to your home owner's insurance. Should you not enjoy home owner's insurance cover, the service provider's cost will be for your account.

Household Motors Emergency

A Household Motor emergency refers to:

  • Gate motor not functioning which cannot be manually operated
  • Garage motor not functioning which cannot be manually operated

Any other household motor such as a swimming pool or Jacuzzi motor falls outside the scope of an emergency and will be attended to at the your expense.

Appliance Emergency

Household Appliance emergency refers to:

  • cooking appliance which is the household's only means of cooking completely malfunctioning. (One stove plate not functioning is not considered an appliance emergency).
  • washing machine malfunctioning whilst in cycle.
  • fridge/freezer malfunctioning which could lead to extensive resultant damage

Interruption of general appliance functioning such as vacuum cleaners or leisure activities are not considered an appliance emergency and will be attended to at your expense. Hand held appliances, remotes, gaming and sound equipment are also excluded.

HOME EMERGENCY AND NON-EMERGENCY ASSISTANCE - BENEFIT TABLE
DESCRIPTION BENEFIT / LIMIT
Home Emergency Assistance Benefit Limit: 1 incident per annum limited to the service provider's call-out fee and 1st hour's labour
Electrical Call-out and 1st hour's labour
Plumbing Call-out and 1st hour's labour
Household motors Call-out and 1st hour's labour
Household appliances Call-out and 1st hour's labour
NON-EMERGENCY ASSISTANCE Benefit Limit: Unlimited requests for service
Database referral to general home and household service providers which includes, but is not limited to glaziers, locksmiths, nurseries, garden services, hardware stores, vets, crèche's, gym's etc. Telephone numbers provided and/or quotes obtained on request and assistance facilitated

EMERGENCY MEDICAL ASSISTANCE SERVICE

Emergency Medical Assistance Service is available 24 hours a day, 365 days a year within the borders of South Africa to you and your immediate family members who are financially dependent on you. The service entails dispatching an appropriate medical emergency service provider in the event of a medical emergency, stabilising the patient and admittance to the nearest, most appropriate medical facility. Additional medical services outside the scope of dispatching are also included, but limited to the benefits tables below.

Incident Location

Assistance is rendered wherever the medical emergency occurs within the borders of South Africa.

Eligible Members

Service will be provided to you and your immediate family members who are financially dependent on you, when assistance is required with a medical emergency. In the case of a medical emergency your membership will be validated in terms of an active membership database after the call has been transferred to the appropriate medical emergency service provider's control room. Should it not be possible to verify your active membership, you will be required to pay for the service, which will be charged at the prevailing rate.

Assistance

Assistance will only be provided where our helpline was contacted in the first instance. Should you contact a service provider directly, we will not be liable for any costs incurred, or the payment thereof.

Benefits and Limits

The service is not limited in terms of number of medical emergencies per family or per benefit term. The benefits are rendered at standard rates agreed with the service provider.

Medical Aid or Medical Scheme benefits

Cost in terms of services rendered by a service provider such as air or road ambulance is recovered from the member's or the member's immediate family member's medical aid.

EMERGENCY MEDICAL ASSISTANCE SERVICE - BENEFIT TABLE
DESCRIPTION BENEFIT / LIMIT
Telephonic medical information and advice for minor illnesses and conditions Free, Unlimited calls
Emergency medical evacuation/transportation to the nearest most appropriate medical facility Unlimited benefit. Recovery of cost from main member's/immediate family member's medical aid if applicable.
Monitoring of patient's condition and messaging to relatives/next of kin on request whilst in emergency unit/ward Free, Unlimited calls
Travelling cost to get stranded minors home or to relatives Unlimited number of incidents. Means of transport provided at discretion of case manager
Telephonic medical referral in terms of doctors, medical facilities, pharmacies, etc Free, Unlimited calls

LEGAL ASSISTANCE AND 30 MINUTE FREE CONSULTATION

Professional, in-house, qualified legal advisors are available telephonically on a 24/7 basis to give advice to you on any legal topic or matter ranging from debt and divorce to labour and domestic violence. The legal service also provides for standard legal documents such as a domestic worker employment contract, maintenance kit, offer to purchase, small claims court kit, Road Accident Fund, etc. The legal advisors will also peruse and evaluate agreements. In addition, the in-house attorneys will refer you to a practising attorney for a first 30 minute consultation at no cost.

Incident Location

Legal advice and guidance are provided wherever you requires assistance inside or outside the borders of South Africa but limited to an incident in South Africa only.

Service Providers

In respect of the 30 minute free consultation with a practicing attorney, our network of legal service providers are all independent contractors. Contractual obligations of the referral attorney are agreed to between you and the attorney and we are not liable for loss, damage or unsatisfactory consultation of the service provider.

We will however, make every effort to resolve any dispute that may arise, conditional upon the complaint being received in writing within 10 days of the incident.

Eligible Members

This service will be provided to you and your immediate family members when legal assistance is required. Prior to rendering any service, your membership will be validated in terms of an active membership database. Should it not be possible to verify your active membership, you will be provided with telephonic assistance but referral to a practicing attorney will only take effect once proof of active membership is received.

Assistance

Should you arrange a consultation with a practising attorney without contacting us for a referral first, we will not be liable for any costs incurred by you or the payment thereof.

Benefits and Limits

The service is not limited in terms of number of calls for advice, assistance or referrals in respect of you or your family for the benefit term.

Condition

Additional consultation in excess of the first 30 minutes shall be arranged between you and the attorney and paid for by you.

TRAUMA ASSISTANCE AND COUNSELLING

A 24/7 Trauma Counselling line is available in the event of any traumatic event such as an accident, hijacking, burglary, rape, the loss of a loved one, unemployment, chronic or life threatening medical condition, disability or domestic violence, etc.

The benefits include a confidential and professional telephonic counselling facility. Counselling is provided in the event that you are affected by an event, condition or incident which could be but is not limited to domestic violence, school bullying, teen suicide, teen pregnancy, motor accident, hijacking, burglary, rape, the loss of a loved one, parent unemployment, family chronic or life threatening medical condition or disability.

Assessment in terms of the nature of the call is made by the frontline staff and transferred to qualified, professional and understanding counsellors who have been trained to help people cope with such matters. Telephonic debriefing and counselling are conducted by the qualified counsellor and should the counsellor determine a need for additional face-to-face counselling, you will be directed to an appropriate trauma counselling centre, nearest to your work or home address.

Once you have been referred to the nearest, most appropriate counselling centre you will be assisted in scheduling an appointment via a conference call or should the you prefer, the contact details for the centre will be provided in order to make your own arrangements. In the event of the latter, the particular counselling/trauma centre will be notified of a possible counselling session to be scheduled.

The national database of counselling centres include centres who act independently, rendering community and public service.

Incident Location

Telephonic trauma counselling is provided wherever you require assistance inside or outside the borders of South Africa. Referrals in terms of face to face counselling are limited to South Africa.

Service Providers

The telephonic counsellors are practicing within the public sector. Referrals for face-to face counselling might include private practitioners. In any event, we will make every effort to resolve any dispute that may arise, conditional upon the complaint being received in writing within 10 days of the incident.

Eligible Members

Service will be provided to you and your immediate family members when telephonic trauma counselling is required. Prior to rendering any service, your membership will be validated in terms of an active membership database. Should it not be possible to verify your active membership, you will be provided with telephonic counselling but a referral for face to face counselling will only take effect once proof of active membership is received.

Assistance

Should you arrange a consultation/face to face counselling session with a counsellor or psychologist or the likes, we will not be liable for any costs incurred by you or the payment thereof.

Benefits and Limits

The service is not limited in terms of number of calls for advice, assistance or referrals in respect of you or your family for the benefit term. .

Condition

Cost for face to face counselling rendered by private practice counsellors/psychiatrists is payable by you to the service provider directly.

TEACHER ASSISTANCE

This service includes telephonic learner support, education and project compilation assistance in all the major subjects.

The tutor's role is further to encourage and assist with projects or homework when the parent is not available or equipped to deal with the child's/student's queries. Internet access allows the competent tutors to search for information and compile summaries where required. Information sources include:

  • Encyclopaedias
  • Dictionaries
  • Archives
  • Modes of communication include: telephone, fax, email and mail.
  • The tutor service is provided by qualified and practicing education specialists.
  • Tutors are highly qualified, practicing teachers and are at the forefront of teaching practices and curricula.
  • Tutors are further supported by administrative, research and IT personnel who assist in IT database compilation and project research.
  • Tutors in the following subjects are currently utilized:
    • Mathematics and Science
    • English
    • Geography
    • Afrikaans
    • Accounting
    • Economics
    • Business Economics
    • Biology
    • (additional subjects to be added as and when demand requires)

- All services offered are available for primary and secondary students.
- Service Languages include: English, Afrikaans, Zulu, Xhosa, Sotho, Tswana, Pedi (direct service and/or translation capacities in any of the above)

Service Hours: Sundays to Thursdays 18h00 to 21h00 (excluding National School and Public Holidays)