Terms & Conditions

Last updated: June 2026

1. What these words mean

"Zibuke OnCall", "we", "us", "our" means Zibuke OnCall, the appliance repair division of Zibuke Africa (Pty) Ltd.
"Customer", "you", "your" means the person who creates an account, subscribes to a repair plan, or books a collection.
"Plan" means the Silver, Gold, or Platinum subscription you choose.
"Repair" means the full service of collecting, diagnosing, fixing, and returning your appliance.

2. Your account

• You need to be at least 18 years old to register or subscribe.
• Please share accurate information so we can serve you properly.
• Your password is yours alone. We will never ask you for it by phone, email, or SMS.
• Each household gets one account. If you create more than one, we may combine or suspend them.

3. Your repair plan

We offer three plans with different monthly or annual fees and parts cover. You can see the current details on our Repair Plans page, and those details form part of these terms.

3.1 Monthly billing

If you pay monthly, you can book a collection after you have made 6 monthly payments. This waiting period keeps the service fair and affordable for everyone.

3.2 Annual billing

When you pay annually, you get 12 months of cover for the price of 10. You can book a collection immediately after your payment clears.

3.3 What your plan covers

• We collect your appliance from your home.
• Our technician diagnoses the fault and carries out the repair.
• We replace parts up to the value your plan allows, shared across all your registered items.
• We deliver your repaired appliance back to you.

3.4 What your plan does not cover

• Broken TV screens or panels of any kind.
• Cosmetic damage that does not stop the appliance from working.
• Damage from misuse, neglect, lightning, power surges, flooding, fire, or theft.
• Appliances still covered by a manufacturer or extended warranty.
• Commercial appliances. Our plans are for household use only.
• Appliances older than 10 years when you register them. Our technician will assess these before we confirm cover.

4. How the repair process works

1. Register each appliance with its type, brand, model, and serial number in your portal.
2. Book a collection time through the website or by calling us. We will confirm availability.
3. A driver arrives at your address at the agreed time. You or an authorised adult must be there to hand over the appliance.
4. Our technician diagnoses the fault. If the repair cost is more than your plan covers, we will call you with a quote before we proceed.
5. Once the repair is complete, we return your appliance to you, usually within 5 to 10 working days.

5. Your loyalty reward

Every 12 months you go without making a claim, your monthly premium drops by 30 percent until it reaches zero. This reward starts once your total payments have passed 160 percent of your plan's parts cover value. You can track your progress in your Customer Portal.

6. Cancelling your plan and getting a refund

• Monthly plans: You can cancel whenever you like. Your cover stays active until the end of the current billing cycle. We do not offer pro-rata refunds.
• Annual plans: You can cancel within 14 days of payment for a full refund, as long as you have not booked a collection. After 14 days, the annual fee is non-refundable unless we billed you twice by mistake.
• We process refunds to your original payment method within 10 business days.

7. Pricing

We review our prices once a year. If your plan price changes, we will give you at least 30 days' notice in writing. If you keep paying after the notice period, that counts as your acceptance of the new price.

8. Using our website

By using our site, you agree not to:

• Use it for anything illegal.
• Try to access parts of the site, other accounts, or systems you are not authorised to use.
• Use automated tools like bots or scrapers to access the site without our written permission.
• Upload viruses, malware, or any harmful code.

9. Our content

Everything on this site, from the words to the images to the code, belongs to Zibuke Africa (Pty) Ltd and is protected by South African and international copyright law.

10. Our responsibility to you

If something goes wrong, our total liability is limited to the amount you paid us in the 12 months before the issue arose. We are not responsible for indirect or unexpected losses. We want you to know exactly where you stand with us.

11. The law that applies

South African law governs these terms. Any dispute will be handled in the South African courts that have jurisdiction over the area where Zibuke Africa is based.

12. Talk to us

If you have any questions about these terms, email [email�protected] or call us on +27 18 007 0525. We are here to help.

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