Privacy Policy
Terms & Conditions

We take your privacy seriously and protecting your personal information, it is of upmost importance to us.

This privacy policy explains how we collect, use, disclose, transfer and share your personal information and how you can check and update any of your personal information.

Who is the Ignition Group and how can you contact us

When we refer to ‘Ignition Group’ in this Privacy Policy, we mean Ignition Telecoms Investments (Pty) Ltd”) and its subsidiary companies (Comit Technologies Pty Ltd, CCS Outsourcing Pty Ltd, MVNX (Pty) Ltd, Viva Life (Pty) Ltd and Viva Cover (Pty) Ltd). With our headquarters in Durban, South Africa we are a global customer acquisition business, operating in the Telecommunications, Home Services and Financial Services sectors. You can find out more about the Ignition Group on our website at www.ignitiongroup.co.za.

What information we collect

We will need to ask you for certain personal information to give you the best possible experience when you engage with us (via our websites, telephone, apps or otherwise) and when you use our products and services.

This may include your full name, unique identification number, physical and postal address, debit order details, e-mail address and telephone number.

IP addresses, codes, usernames and passwords and other related content, products viewed, subscription history, pages visited, links opened and similar information may be stored automatically by our website.

If you subscribe to our mailing lists for latest news and other information, you will be asked to specify the areas in which you are interested so that we can tailor the information which we send to you to cover the topics which we believe you might be interested in. We also collect information from you when you register on our site, place an order, abandon cart or subscribe to our newsletter. Any data or information that we request that is not required will be specified as voluntary or optional.

How we use your information

We use your personal information in a number of ways, to fulfil your request and make our products and services as effective as possible, to suit your needs and to let you know about new products and services.

To also

  • provide you with information about goods and/or services you have requested
  • let you know about major changes to our products and services
  • provide and improve customer care and support procedures;
  • update internal customer records
  • improve our products and services;
  • evaluating the effectiveness of our marketing and for research, training and statistical analysis with the aim of improving our services
  • process payments
  • where applicable, to provide you with access to your credit information
  • contact you for market research purposes
  • for reporting or analytical purposes.

We will not use your personal information for any other purpose other than for which you have selected or in relation to this website or the provision of services by our service provider; or sell, transfer or disclose your personal information to any third party without your express consent.

Direct Marketing

We may tell you about our and our partners exclusive offers, products and other information which we think you may like and may be tailored to suit your needs.

You may opt out of these marketing campaigns at any time, you can do this either thorugh a link you will find on the website relating to your product or service; or you may amend or remove your preferences by selecting the unsubscribe option on any mail that we send you and update your preferences.

We may contact you with marketing information by using your personal information or with targeted advertising delivered online through social media and platforms operated by other companies using their profiling tools, or use your personal information to tailor marketing to improve its relevance to you, unless you object.

You can also register on the national do not contact list here www.dmasa.org

Specific product and/or Services

Some products and services may have a privacy policy specific to that product or service which overrides this general privacy policy.


Our site uses cookies to keep track of your visits to our web site. A cookie is a small file that can be stored by your browser on your computer's hard drive. We may use these to do a number of things and the intention is to improve your online experience. We use cookies to deliver contents specific to your interest and to save your password so that you don't have to re-enter it every time you visit our site. Cookies help us to recognise when you next visit our web site and note the advertisements displayed to you. This allows us to tailor the service we provide to your preferences. We may use them as a way of measuring our service and to work with marketing partners to improve our service. You can usually change your browser so that it will not accept cookies.

Security of your personal information

We take the security of your personal information very seriously. Our online services protect your personal information during transit using encryption such as Transport Layer Security (TLS). When your personal data is stored by us, we use computer systems with limited access housed in facilities using physical security measures. All data held by us is kept using encrypted storage.

Changes to this Privacy Policy

We may update this Privacy Policy, if we make major changes, we will update you.

This policy was last updated in January 2020.

How long we retain your personal information

We will keep hold of your personal information for no longer than necessary. The length of time we retain it will depend on any legal obligations we have, the nature of any contracts we have in place with you or the existence of your consent. We do not retain personal information in an identifiable format for longer than is necessary.

Contact us

Questions, comments and requests regarding this privacy policy are welcome. You may access and correct, if necessary, your personal information that we hold by using the contact form you will find on the website relating to the product or service.

If you wish to update your preferences by email, you can do so via our Support Centre at support@3mobile.co.za.

  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@3mobile.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@3mobile.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. No advice and no information, whether it be oral or written, obtained by the user from www.3mobile.co.za during use of the service shall create guarantees not expressly provided by this agreement. The use of the service is provided on the basis of an ‘as is’ service and accessible with respect to its availability. 3mobile provides no express or implicit guarantee.

    5. 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.

  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. Your debit order date will be aligned with your salary date to account for seasonal or economic changes.

  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, 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. Feedback and Complaints

    1. If you have a complaint about the services provided by 3mobile or require information regarding our internal complaints-handling process, you can get in touch with us via our Customer Care Department.

    2. Our Customer Care department details are as follows:
      Customer Care Inbound Contact Number: 0861 997 793
      Customer Care Email Support: support@3mobile.co.za

    3. We are a participant to Consumer Products and Services Ombud (“CGSO”) and are bound by Consumer Goods and Services Industry Code of Conduct. If we don’t resolve your complaint within 15 (fifteen) business days of you having notified us of it, you are entitled to approach CGSO, to assist in resolving the dispute.

    4. The CGSO’s contact details are:
      Website: http://www.cgso.org.za/
      Sharecall: 0860 000 272
      Email: complaints@cgso.org.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@3mobile.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.

    6. The purpose of these General Terms and Conditions is to define the modalities and conditions under which 3mobile allows Internet and mobile Internet (WAP) users to download the 3mobile software for cell phones from the site (www.3mobile.co.za/mail). A user is any natural or legal person taking advantage of access to the Internet and to the www.3mobile.co.za/mail site. Any use of any of the 3mobile service implies that the user provided their full and complete acceptance of the General Terms and Conditions. 3mobile retains the right to modify these using conditions. However, before any modification, users will be notified on the www.3mobile.co.za/mail site. If the user does not accept modifications to the General Terms and Conditions, he/she is free to terminate the service contract.

    7. Respect for the right of intellectual property

      The user is prohibited from reproducing, copying, selling, reselling or exploiting for any business purpose whatsoever all or part of the services delivered, images, texts, and logos identifying the www.3mobile.co.za/mail site. Any complete or partial reproduction of these trademarks without the express authorization of 3mobile is thus prohibited and will constitute an infringement punishable by the terms expressed in the Code of Intellectual Property.

    8. Connection / Links

      3mobile or third parties may include links to other Web sites or other Internet sources. Insofar as 3mobile cannot control these sites and external sources, the user recognises that 3mobile cannot be held responsible for making these sites and external sources available and cannot be held responsible for the contents, advertising, products, and services, etc., available on or from these sites or external sources. For further information on the legal provisions of these sites, the user may contact 3mobile directly at support@3mobile.co.za In addition, the user recognises that 3mobile cannot be held responsible for any damages or losses resulting from or with relation to the use of the content available on or from the site.

    9. Vouchers

      1. This clause 11.9 shall apply to all voucher holders.

      2. A voucher will offer you full access to the 3mobile service for the period specified on your voucher only. If no period is specified on the voucher you can call us on 0861 997 793 or email us at support@3mobile.co.za and we will supply you with the access period applied to your voucher code

      3. The Vouchers may only be redeemed at www.3mobile.co.za/mail.

      4. A Voucher is valid for only 36 months from the date that the Voucher is created and a Voucher cannot be redeemed once the 36 month period has elapsed.

      5. Expired Vouchers will not be refunded or replaced.

      6. Only 1 Voucher may be used at any one time.

      7. Vouchers cannot be exchanged for money and are non-refundable.

  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 3mobile, 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.3mobile.co.za/mail

    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 3mobile, the proprietor of which is Ignition Telecoms Investments (Pty) Ltd its affiliates, subsidiaries or its successors-in-title;

    6. "Website" means www.3mobile.co.za/mail

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

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.