Terms & Conditions

1. Scope and acceptance

These terms apply to every visitor, account holder, prospective customer and customer using the website or requesting ITSA products or services. By creating an account, submitting an enquiry or quotation request, accepting a quotation, issuing a purchase order, paying a deposit or allowing work to begin, the customer confirms that they have read and accepted the applicable terms and have authority to act for the named organisation. A signed quotation, statement of work, service-level agreement or contract may add to or vary these terms.

2. Website information and quotation requests

Website descriptions, images, specifications, availability and indicative pricing are provided for information and may change. Products shown as “Price on request” require a formal quotation. Adding items to the quotation basket or submitting a request does not reserve stock, create a binding order or require payment. ITSA may correct typographical, technical, pricing or catalogue errors before accepting an order.

3. Quotations, pricing and taxes

Unless stated otherwise, quotations are valid for 2 calendar days from issue. Pricing after expiry may change because of exchange rates, supplier changes, freight, duties, licensing, stock availability or other input costs. Amounts are in Namibian Dollars (NAD) and exclude VAT unless expressly stated otherwise. Bank charges, customs charges, travel, accommodation, permits and third-party fees are excluded unless included in writing.

4. Order formation and precedence

A binding order arises only when ITSA confirms acceptance in writing or issues an invoice or contract and the customer satisfies the stated deposit, credit and onboarding requirements. If documents conflict, the signed contract or SLA takes priority, followed by the accepted quotation or statement of work, these terms, and then website material.

5. Payment, deposits and overdue accounts

Unless agreed otherwise in writing, the standard payment arrangement is 80% deposit on order and 20% on delivery or completion. Recurring services, licences, cloud services and support may be billed in advance. The customer may not withhold undisputed amounts. Overdue amounts may attract interest of 2% per month or the maximum lawful rate, whichever is lower, plus reasonable recovery costs. ITSA may suspend affected services after reasonable notice where payment remains overdue.

6. Availability, delivery and project timing

Stock, licensing and delivery dates are estimates until confirmed. Implementation depends on site readiness, access, power, connectivity, customer decisions, third-party cooperation and required approvals. ITSA is not responsible for delay caused by matters outside its reasonable control, but will communicate material delays and revised dates.

7. Customer responsibilities

The customer must provide accurate information, authorised contacts, timely decisions, safe site access, suitable power and network conditions, required permits, backups and access to systems reasonably needed for delivery. The customer is responsible for the legality and accuracy of its data, instructions, surveillance purposes, software use and content. Additional work caused by inaccurate information, unsafe conditions, unavailable systems or scope changes may be quoted separately.

8. Changes to scope

Work outside the agreed scope requires a written variation, revised quotation or authorised service request. A variation may affect price, resources and delivery dates. Urgent work requested verbally may be documented afterwards, but only an authorised customer representative may approve billable changes.

9. Ownership and risk in goods

Risk of loss or damage transfers on delivery unless the applicable quotation or contract states otherwise. Ownership remains with the registered contracting entity until all amounts due for the goods are paid in full. The customer must keep unpaid goods identifiable, protected and adequately insured.

10. Software, cloud and third-party licences

Microsoft and other third-party products are governed by the relevant publisher’s licence, acceptable-use, privacy, support and renewal terms. Licence quantities, subscription periods and user assignments must be confirmed by the customer. Activated, consumed, provisioned or customer-specific licences are generally non-cancellable and non-refundable. ITSA is not the publisher and cannot promise uninterrupted third-party services or changes to vendor features, pricing or availability.

11. Hosting, domains, email and backups

Hosting, domain, DNS, email and backup services are subject to the selected package and stated retention schedule. The customer must keep registrant and billing information current and approve renewals in time. Expired domains, suspended subscriptions and deleted vendor accounts may not be recoverable. Backups reduce risk but do not guarantee that every file, message, database transaction or configuration can be restored. Customers should retain independent copies of critical data where practical. Restore work outside the package may be chargeable.

12. Cybersecurity services and shared responsibility

Cybersecurity controls reduce risk but cannot guarantee prevention of every attack, outage, vulnerability, data loss or fraud event. The customer must maintain supported systems, apply agreed updates, protect credentials, use multi-factor authentication where offered or required, control administrator access, train users and promptly report suspected compromise. ITSA may isolate or suspend an affected service when reasonably necessary to protect customers, infrastructure or third parties.

13. Account security

Customers are responsible for activity performed through their accounts and must use unique passwords, protect authentication devices and recovery methods, sign out of shared devices and notify ITSA promptly of unauthorised access. ITSA will never request a password or one-time authentication code by email or telephone.

14. Electronic security and surveillance systems

For CCTV, access control, biometrics, alarms and monitoring solutions, the customer is responsible for lawful purpose, notices and signage, access permissions, retention decisions and use of recordings or biometric information. System performance depends on correct operation, maintenance, power, communications and environmental conditions. No alarm, surveillance or access-control system eliminates all risk of intrusion, loss, injury or crime.

15. Warranties and remedy

Hardware is covered by the applicable manufacturer warranty, commonly 12–36 months depending on the product. ITSA installation workmanship carries a 3-month warranty unless another period is stated in the quotation, SLA or project contract. Warranty excludes misuse, unauthorised changes, incompatible third-party equipment, malware, power events, environmental damage, accidents and normal wear. Where ITSA confirms a covered defect, its obligation is to repair, re-perform or facilitate replacement, as appropriate and subject to applicable law.

16. Returns, cancellations and special orders

Returns require prior written approval and approved non-defective standard-stock returns may attract a handling fee of up to 15%. Special orders and custom orders are final and are not refundable, returnable or exchangeable once ITSA has accepted the order, committed supplier costs, begun configuration, activated a licence or started work, except where a mandatory remedy under applicable law applies or ITSA supplied the wrong item. This includes non-stock procurement, imported or specifically procured items, configured or built-to-order equipment, cut materials, project-specific goods, activated licences, subscriptions, domains, certificates, cloud resources and custom services. Other cancellations must be submitted in writing, and reasonable committed costs or completed work may be deducted. The separate Refund and Returns Policy forms part of these terms.

17. Support and remote access

Standard support hours are Monday to Friday, 08:00–17:00, excluding public holidays, unless an SLA provides different coverage. Emergency, after-hours, travel and on-site assistance may be charged at premium rates. By requesting remote support, the customer authorises reasonable remote access for the specific support purpose and must ensure an authorised representative is available when required.

18. Confidentiality

Each party must protect the other party’s confidential information using reasonable care and use it only for the agreed business purpose. This obligation does not apply to information lawfully public, already known without restriction, independently developed or required to be disclosed by law. Credentials and security configurations must always be treated as confidential.

19. Personal information and privacy notice

ITSA may process names, business contact details, account and billing details, service requirements, correspondence, device or security logs and other information needed to respond to enquiries, prepare quotations, provide and secure services, administer accounts, prevent fraud, keep required records and meet legal obligations. Information may be shared with authorised staff, professional advisers and necessary technology, licensing, logistics, hosting or support providers, including providers outside Namibia where service delivery requires it and reasonable safeguards are used. ITSA retains information only for legitimate contractual, operational, security and legal purposes. A person may request correction of inaccurate information or raise a privacy query by contacting ITSA, subject to lawful record-retention obligations.

20. Intellectual property

Each party retains ownership of intellectual property owned before the engagement. Unless agreed otherwise, ITSA retains its methods, templates, configurations, scripts, designs, documentation and reusable know-how. After full payment, the customer receives the licence or usage rights expressly stated in the applicable quotation or contract. Third-party intellectual property remains subject to its owner’s terms.

21. Acceptable use

Customers may not use ITSA services for unlawful activity, fraud, harassment, infringement, unauthorised access, malware distribution, spam, deliberate service disruption, prohibited content or activity that threatens ITSA, its suppliers or other customers. ITSA may restrict or suspend affected services where reasonably necessary to investigate or stop abuse, comply with law or protect infrastructure.

22. Limitation of liability

To the fullest extent permitted by law, neither party is liable for indirect, special or consequential loss, loss of profit, revenue, goodwill or anticipated savings. ITSA’s aggregate liability for a proven claim is limited to the amount paid for the affected product or, for a recurring service, the fees paid for that affected service during the preceding 12 months. These limitations do not exclude liability that cannot lawfully be excluded, or liability arising from fraud, wilful misconduct or gross negligence.

23. Customer indemnity

To the extent permitted by law, the customer is responsible for claims, losses and reasonable costs caused by its unlawful use of services, infringement through customer-provided content or data, unauthorised surveillance, breach of licence terms, or instructions that ITSA reasonably relied upon, except to the extent caused by ITSA’s own breach, wilful misconduct or gross negligence.

24. Force majeure and third-party dependency

Neither party is responsible for delay or failure caused by events beyond reasonable control, including major utility or telecommunications failure, natural disaster, civil disturbance, government action, labour disruption, supplier failure, cyberattack or widespread internet outage. The affected party must take reasonable steps to reduce the impact and resume performance.

25. Suspension and termination

Either party may terminate according to the applicable quotation, subscription, SLA or contract. ITSA may suspend service for material breach, non-payment, security risk or unlawful use after reasonable notice where circumstances permit. On termination, amounts already due and committed third-party costs remain payable. Access to customer data after termination is subject to the agreed service, retention period and settlement of applicable charges.

26. Communications and electronic records

The customer agrees that quotations, acceptances, invoices, notices and service communications may be exchanged electronically using the contact details supplied. Electronic records, checkbox acceptance, account activity and email confirmations may be used to evidence instructions and acceptance, subject to applicable law. The customer must keep authorised contact details current.

27. Complaints, disputes and governing law

A complaint should first be submitted to ITSA with relevant references and supporting information. The parties will attempt in good faith to resolve a dispute through authorised representatives before court proceedings. These terms are governed by the laws of Namibia, and the courts of Namibia have jurisdiction unless a signed agreement provides another lawful dispute-resolution process.

28. General provisions

If any provision is invalid or unenforceable, the remaining provisions continue in effect. Failure to enforce a provision is not a waiver. The customer may not assign an agreement without written consent, except as permitted by law. Headings are for convenience only. The version accepted with a quotation, order or service remains applicable to that transaction; later website updates do not retrospectively change an existing signed agreement unless the parties agree.

29. Contact

Policy questions and formal website notices: [email protected]. The formal notice address for a transaction appears on the applicable quotation, invoice or signed agreement.

Last updated: 10 September 2026.