CamCare Terms & Conditions
Section 2 — Plan Descriptions & What Is Included
2.1 Solo Basic — R89 per month
Designed for customers with ONE camera priced between R499 and R999
WhatsApp and phone support during business hours (08:00 – 18:00, Monday to Friday)
Setup assistance for initial camera installation
Reconnection support after load shedding, WiFi changes, or router resets
Online assistance with adding the camera to a new phone or device
Access to C2Energy Solutions YouTube setup videos and step-by-step guides
Priority support — response within 24 hours
Camera replacement cover activates from Month 5 of continuous subscription (no missed payments)
One (1) replacement per household per 24-month period
24-month camera upgrade option
Discounted price replacement available if annual replacement already used
2.2 Solo Pro — R129 per month
Designed for customers with ONE camera priced between R1,000 and R1,800
Everything included in Solo Basic, PLUS:
Discounted pricing on future camera upgrades
Trade-in options when upgrading to a newer model (camera should be in great condition for reuse, decision to be made at C2Energy Solutions discretion)
Assistance with exporting, saving, and sharing camera footage
Incident support — help reviewing footage for security incidents
Camera replacement cover activates from Month 6 of continuous subscription
One (1) replacement per household per 24-month period
24-month upgrade option with preferential trade-in value
Discounted price replacement available if annual replacement already used
2.3 Home Basic — R139 per month
Designed for customers with TWO to FOUR cameras priced between R499 and R999 each
Support covers ALL cameras registered at the customer's address, purchased from C2Energy
WhatsApp and phone support during business hours (08:00 – 18:00, Monday to Friday)
Setup assistance for all cameras
Reconnection support for all cameras after load shedding, WiFi changes, or router resets
Assistance with adding any camera to a new phone or device
Access to C2Energy Solutions YouTube setup videos and step-by-step guides
Priority support — response within 24 hours
Camera replacement cover activates from Month 6 of continuous subscription
One (1) replacement PER CAMERA per 24-month period
24-month camera upgrade option
Discounted price replacement available if a camera's annual replacement has already been used
2.4 Home Pro — R199 per month
Designed for customers with TWO to FOUR cameras priced between R1,000 and R1,800 each
Support covers ALL cameras registered at the customer's address, purchased from C2Energy
Everything included in Home Basic, PLUS:
Discounted pricing on future camera upgrades
Trade-in options when upgrading to newer models
Assistance with exporting, saving, and sharing footage from any camera
Incident support — help reviewing footage for security incidents
Camera replacement cover activates from Month 6 of continuous subscription
One (1) replacement PER CAMERA per 24-month period
24-month upgrade option with preferential trade-in value on all cameras
Discounted price replacement available if a camera's annual replacement has already been used
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**Section 3 — Eligibility & Plan Registration**
CamCare plans are available exclusively to customers who have purchased a security camera directly from C2Energy Solutions.
Plans must be activated within 30 days of camera purchase.
Each plan is linked to the customer's registered address and the specific camera units purchased.
Home Basic and Home Pro plans cover a maximum of four (4) cameras per subscription.
Customers with more than four cameras may contact C2Energy Solutions to discuss a custom arrangement.
All cameras covered under a plan must be purchased from C2Energy Solutions.
Camera serial numbers or proof of purchase may be requested at registration or at time of replacement claim.
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**Section 4 — Camera Replacement Policy**
C2Energy Solutions will replace a faulty camera subject to the following conditions:
The camera must have stopped functioning due to a manufacturing defect or hardware failure under normal use.
Solo Basic: replacement cover activates from Month 5 of continuous subscription.
Solo Pro, Home Basic, Home Pro: replacement cover activates from Month 6 of continuous subscription.
Solo plans: one (1) total replacement per 24-month period per household.
Home plans: one (1) replacement per camera per 24-month period.
The customer must report the fault via WhatsApp or phone and allow C2Energy Solutions to attempt remote troubleshooting before a replacement is approved.
If the fault cannot be resolved remotely, C2Energy Solutions will arrange replacement within 7–10 business days.
Replaced cameras carry a new 3-month warranty. The existing subscription continues unchanged.
Replacement is for an equivalent or similar model at C2Energy Solutions discretion and subject to stock availability.
**4.1 Discounted Price Replacement Option**
If a customer's replacement allocation for a camera has already been used within the 24-month period and an additional camera fails, C2Energy Solutions may offer to replace the unit at a discounted price.
The discounted price replacement does not reset the 24-month replacement period.
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**Section 5 — What Is NOT Covered**
Physical damage caused by the customer, including dropping, tampering, or incorrect installation.
Water or weather damage resulting from improper installation or positioning.
Theft of the camera unit.
Damage caused by electrical power surges — a surge protector is strongly recommended.
Cameras not purchased directly from C2Energy Solutions.
Internet or WiFi connectivity costs — the customer is responsible for their own internet service.
On-site physical visits — all support is provided remotely via WhatsApp, phone, or video call.
More than the allocated replacements per 24-month period (subject to the Discounted Price Replacement Option in Section 4.1).
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**Section 6 — Payment Terms**
Subscription fees are payable monthly in advance on or before the 1st of each month.
Accepted payment methods: EFT, SnapScan, or PayFast (where available).
Payment details and invoices will be provided by C2Energy Solutions on registration.
A subscription is considered active only once payment has been received and confirmed.
Late payment of more than 7 days may result in suspension of support services.
Subscriptions that lapse for more than 30 days will be cancelled and all replacement cover forfeited.
Reactivation after cancellation resets the replacement cover waiting period from Month 1.
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**Section 7 — Cancellation Policy**
You may cancel your CamCare plan at any time by notifying C2Energy Solutions via WhatsApp or email.
Cancellation takes effect at the end of the current billing month. No partial refunds are issued.
Upon cancellation, all support services and replacement cover cease at the end of the billing month.
C2Energy Solutions reserves the right to cancel a plan if the customer is found to be abusing the support or replacement policy.
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**Section 8 — 24-Month Upgrade Option**
After 24 consecutive months of active subscription, the customer qualifies for a camera upgrade.
Solo Basic and Home Basic subscribers receive a discounted upgrade price on a new camera.
Solo Pro and Home Pro subscribers receive a preferential trade-in value plus a discounted upgrade price.
Upgrade pricing and available models are at C2Energy Solutions discretion at the time of upgrade.
Upgrading to a new camera requires a new subscription agreement to be signed.
The 24-month period resets upon upgrade.
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**Section 9 — Support Hours & Response Times**
Support is available Monday to Friday, 08:00 to 18:00.
WhatsApp is the preferred and fastest support channel.
C2Energy Solutions aims to respond to all support requests within 24 hours during business hours.
Support outside business hours is not guaranteed but will be attempted where possible.
C2Energy Solutions YouTube channel provides 24/7 access to setup and troubleshooting guides.
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**Section 10 — Limitation of Liability**
C2Energy Solutions is not responsible for any loss of footage, security incidents, or damages arising from camera downtime or malfunction.
Support is provided remotely on a best-effort basis. Resolution times may vary depending on the nature of the fault.
C2Energy Solutions' total liability under any CamCare plan is limited to the replacement of the camera unit as described in Section 4.
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**Section 11 — Privacy**
Customer information collected at subscription (name, contact number, address, camera details) is used solely to administer your CamCare plan.
C2Energy Solutions will not share your personal information with third parties without your consent, except where required by law.
Customer information is stored securely and handled in accordance with the Protection of Personal Information Act (POPIA).
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**Section 12 — Amendments to These Terms**
C2Energy Solutions reserves the right to amend these Terms and Conditions at any time.
Customers will be notified of material changes via WhatsApp at least 30 days before changes take effect.
Continued subscription after the notice period constitutes acceptance of the updated terms.
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**Section 13 — Governing Law**
These Terms and Conditions are governed by the laws of the Republic of South Africa. Any disputes arising from this agreement will be resolved under South African jurisdiction.
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**Acknowledgement**
By subscribing to a CamCare plan, the customer confirms that they have read, understood, and agreed to these Terms and Conditions.
C2Energy Solutions | Security Camera Support & Protection Plans
Support via WhatsApp | Business Hours: 08:00 – 18:00 | Monday to Friday