Code of Practice
Introduction
UKFast.net Ltd is an ISP, an acronym for Internet Service Provider. We are the people who connect computers, both home and business users to a network, which is capable of connection to the World Wide Web - UKFast focuses solely on business users.
Contact Details
UKFast.net Ltd
Abbey House
Mezzanine floor
32 Booth Street
Manchester
M2 4AB
Customer service phone number: 0845 458 4545
Customer service e-mail: accounts@ukfast.net
Web site: www.ukfast.net
Our Services
UKFast.net Ltd provide a comprehensive range of Internet services including dedicated hosting, DNS management, broadband, and domain names together with a range of other services. For most up to date information visit our Website www.ukfast.net or call our Account Managers on 0845 458 4545.
Access
Services will be provided upon receipt of a signed order form (or an online order with payment) and following a credit check.
Pricing Information
To obtain details of current prices from UKFast.net Ltd please contact our Account Managers on 0845 458 4545. All prices quoted online and by phone exclude VAT unless otherwise stated, at the prevailing rate (17.5% at time of preparation). UKFast.net make all reasonable endeavours to ensure that all pricing information is accurate and up-to-date at the time it is published.
UKFast.net Ltd submits invoices for ISP services at monthly, quarterly and yearly intervals, and payment is normally taken by either credit card or direct debit. For all invoice queries please contact our Accounts Department on 0845 458 3535. If you are late in paying or refuse to pay the invoice submitted, UKFast.net Ltd reserves the right to terminate your Internet services.
Contract Conditions
Please see our online Terms of Business. These can be found on our Website at http://www.ukfast.net/site/terms.php?tab=tandc
Standard conditions: all orders are either ordered online or faxed back on a signed order form. Orders are usually for a period of 12 months, which is clearly stated on all order forms. On our ResellerPlus package we offer a 30-day money back guarantee and on our Shared Hosting packages we offer a 14-day money back guarantee.
The Customer may terminate this Agreement by giving 3 months written notice, which may expire at any time after 12 months from the initial date of commencement of service. Email notification will not be accepted as notice of termination of Agreement.
Customer Service - compensation or refund policy
If a refund is due, we will refund money directly back to the original credit or debit card, or bank account. Simply call Accounts on 0845 4583535 if you have a dispute with an invoice.
Complaint Handling Process
If you should have cause to complain about our service, please complete on online query form in your control panel, or request a customer complaints form. They can be obtained by calling our Customer Service Complaints department on 0870 421 1589.
You will need to complete all the information and return to us so that your complaint can be assessed and resolved, we are committed to Customer Service and should you submit a complaint this will be addressed within 7 days, during which we will keep you informed on progress.
Alternative Dispute Resolution
If we have not resolved your complaint to your satisfaction after 12 weeks or if you have received a letter from us saying that your complaint has reached "deadlock", you may make a complaint through CISAS, an independent alternative dispute resolution scheme. Details of this service can be found below under 'Contact details of Alternative Dispute Resolution'.
How to obtain this Code of Practice
This Code of Practice is published on our Web site at www.ukfast.net/site/cop.php
Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in large print.
Contact details of Alternative Dispute Resolution
CISASc/o Dispute Resolution Services
The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP
Telephone: 020 7421 7432
E-mail: kkorubo@arbitrators.org or mekpenyong@arbitrators.org
Website: http://www.arbitrators.org
Approval
This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom's Web site at www.ofcom.org.uk.
