1. Terms of Service
Click here to review the Metro Prepaid Terms of Service (“Service Agreement”)
Accepting the Terms of Service
The Client (person/s or organisation/s responsible for settling the cost of the main supply of utilities to the Property), by registering his/her/their/it’s Metro meters with Metro Prepaid, agrees to be bound by Metro Prepaid’s Service Agreement.
2. One year factory warranty on meters
Conditions of Warranty
Metro Prepaid facilitates a one year factory warranty on all Metro Electricity Meters (with MET-xxx part codes)
- Metro Prepaid undertakes to facilitate repairs or replacements all Metro meters that:
- comply with the meter condition provision below, and
- are returned in line with the returns procedure outlined below
Meter condition – the meter must be in perfect condition, reasonable wear and tear accepted. Evidence of any of the following will render the meter non-compliant with this acceptable condition provision, and the warranty shall be thus null and void
- pre-external damage
- water damage,
- tampering, abuse or breakage
- replacing of any of the meters components
- Opening of the meter housing
- Faulty installation
- Arcing or melting of terminals
- Installation without adequate earth leakage and overload protection
- Installation where no certificate of compliance was issued
- Installation by a non-qualified Installer
Returns Procedure for suspected faults and warranty claims:
- The client must contact the Metro Prepaid Help Desk who will assess telephonically whether the meter is faulty by performing a set of diagnostic tests. Only pre-assessed meters will be eligible to be returned under warranty
- The meter must then be returned to the wholesaler or retailer (or other seller) where it was originally purchased; Metro Prepaid will not be held responsible for any costs incidental to the removal, transporting or reinstallation of a meter
- Metro will then inspect the meter and, should it comply with all the conditions above, repair or replace the meter/s free-of-charge. The New/Repaired meter will be returned to the wholesaler/retailer/seller free-of-charge
- Metro’s walk-in centre I Cape Town may also be used to initiate the returns process
- For Utility Systems Water Meters (not Metro meters), the process is the SAME, except that :
- the Manufacturer provides technical support for faulty meters
- the Client will log the fault with the Help Desk, and will be given the option to:
- remove the meter and return it the wholesaler or retailer at his/her own cost (the ONLY option for outlying areas)
- pay for a technical call-out (between R300.00 & R990.00 excl Vat depending on which meter component is faulty) by the manufacturer who will visit the property (usually within 24 – 48 hours)and assess the fault
- if the meter is under a valid warranty, it will be fixed or replaced at no charge (& the call-out fee refunded)
- if the meter is not under warranty, it will be fixed or replaced at a charge quoted to the Client.
- In instances where no fault is identified, an extra charge of 793.00 incl Vat is levied
In ALL cases, the Client must present a valid proof of purchase for the meter, and a certificate of compliance for the meter installation. Original packaging is NOT required.
