Privacy Policy - Village Networks rural broadband in Bucks, Herts and Oxfordshire

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Terms & Conditions of use for this website


Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern [business name]’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.
The term ‘Village Networks’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is [address]. Our company registration number is [company registration number and place of registration]. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

The content of the pages of this website is for your general information and use only. It is subject to change without notice.website uses cookies to monitor browsing preferences. If you do allow cookies to be used, the following personal information may be stored by us for use by third parties: [insert list of information].we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.use of this website may give rise to a claim for damages and/or be a criminal offence.time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.


Privacy policy

This privacy policy sets out how Village Networks uses and protects any information that you give us when you use this website.

Village Networks is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Village Networks may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 6 July 2011

What we collect

We may collect the following information: name, email and address and  other information provided by you when you complete the registration form.

What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
Internal record keeping. may use the information to improve our products and services. may periodically send promotional emails
about new products, special offers or other information which we think you may find interesting using the email address which you have provided.  time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure,
we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Use of your personal data

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

Access to your personal data
You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to Village Networks Ltd, Building 431, Westcott Venture Park, Aylesbury, Bucks HP18 0XB. If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.


Terms and Conditions of Business


The agreement is made between Village Networks Ltd (we) and The Customer (you) for the supply of broadband internet services.

The service
The service provides you with broadband access to the internet and is provided via the wireless network operated by us to your premises, being a single postal address, through equipment owned by you.  We will use reasonable skill and care to ensure that the service is continuously available to you.  There will be occasions when the network will be unavailable due to maintenance or technical failure.  We will give you reasonable notice of planned maintenance periods and we will use our best endeavours to minimise the duration of unexpected network unavailability.  
We undertake to provide the network service to an agreed point at your premises.  As part of our installation service, we will make sure that your equipment is successfully connected. Thereafter, maintenance of your equipment is your responsibility.

Connection speeds
Quoted speeds are indicative averages, and may vary according to internet traffic beyond our network. We strive to maintain speeds as close to those quoted at all times.

Contract commencement, duration and termination
The contract commences on the date of first connection between your equipment and our network.  The initial contract is for a minimum period of 12 months.  After this period the contract continues until terminated by either party giving one month’s notice.  If you move house outside our areas of service you may terminate this agreement within the first 12 months by giving one month’s notice of termination.  We may terminate this agreement immediately for breach of the terms contained in it by you.  You may terminate the agreement if we fail to provide the promised service.

Equipment
Village Networks Ltd owns and maintains the equipment which delivers the broadband connection to the principal ethernet socket inside your premises. We provide and configure wireless routers where required, as part of our installation process. We will confirm that the router is working and give you details of its settings and password. The router belongs to you. Should it fail under the terms of its product warranty, we will provide and configure a replacement. In the event of a connectivity problem, we provide telephone support. If a visit from of a member of our support team is required, and the router proves to be in working order, we may charge for the visit.

Illegal Use
The network may be used only for lawful purposes. Transmission, distribution or storage of any material in violation of any applicable law or regulation is prohibited. This prohibition includes, without limitation, material protected by copyright, trademark, trade secret or intellectual property right used without proper authorisation, and material that is obscene, defamatory, constitutes an illegal threat, or violates export control laws.  We will provide information to any person or authority with the legal right to request such information that could lead to the identification of persons involved in illegal activities.

Excessive Use
The network is a shared resource. Users of the service must not make excessive use of the service to the detriment of other users. In the case of Limited subscriptions your monthly fair use allowance is specified on your Customer Registration document which should be kept in your subscriber’s Welcome Pack folder.You will receive automatic email notification when you reach 50%, 75% and 100% of yourallowance. For users who exceed their allowance by any amount, download connection speed will be automatically reduced to 2Mb/s for the following month. If the allowance is exceeded  in the following month, speeds will be reduced to 1Mb/s for the following month. The standard download allowance may be increased for an additional charge. See current pricing for details. Download use is not measured between 2300hrs and 0600hrs local time.

Support
We provide telephone support only, related to connectivity issues. We cannot provide field support for equipment owned by subscribers. Support provided for Village Networks Business Subscriptions is strictly limited to resolution of internet connectivity issues, Mondays to Fridays, within 24hrs of a request for support.

Reselling
No part of the service may be resold or redistributed to other persons or postal addresses

Payment

You will pay the monthly subscription charge to Village Networks at the beginning of each month by Direct Debit. In the event that a direct debit payment request fails, Village Networks reserves the right to re-present the request for payment on a date no more than two weeks later than that originally specified. In this instance, Village Networks also reserves the right to recover the re-presentation fee of £4.50 plus VAT from the customer. In the event that the request for payment fails more than once, Village Networks reserves the right to terminate the broadband service with immediate effect. 

Reconnection
A service may be disconnected, through failure to maintain payments, or cases of changes of occupancy. In such cases, where reconnection is required, a fee of £50 will apply. If a site visit is required the charge will be £100. Equipment will be charged at normal rates.

Limitation of Liability
We will not be liable for any loss incurred by you as a result of failure of the network or our equipment.

Amendment of these conditions
We reserve the right to change these conditions at any time.  We will give you 30 days notice of the proposed changes.  


Code of Practice for managing complaints, and dispute resolution process for domestic and small business subscribers.


Village Networks is a Wireless Internet Service Provider, offering internet connections, email addresses and webspace. We can be contacted at:

Village Networks Ltd
Network House
Buckingham Industrial Park
Buckingham
MK18 1RQ

Our customer service telephone number is 03333 321817
Our customer service email address is: esupport@village networks.co.uk
Our website is at www.villagenetworks.co.uk

Customer Service
We always strive to work in an ethical and fair manner, to ensure our subscribers receive fair and satisfactory redress for any loss of service. We always try to investigate issues quickly and efficiently, with a friendly attitude and an emphasis on service.

Complaint handling procedure
Should you ever find issue with any aspect of our service, there are several ways to resolve the matter.

In the first instance, contact us by telephone. We’ll do our best to resolve your problem there and then. If we’re not able to do that, arrangements will be made for us to call you at the first available opportunity. If, after that, you’re still unhappy with the proposed solution or explanation, you should raise a formal complaint. To do that, write to us, either by email to esupport@villagenetworks.co.uk, or by post to

Village Networks Ltd
Network House
Buckingham Industrial Park
Buckingham
MK18 1RQ

If you wish, you may make a formal written compliant at the outset. When you make a written complaint, please provide the following information:

Your name, address and postcode.
A record of all related communications to and from us.
A summary of the problem you’re concerned about

We will reply by email or post, whichever is most appropriate. We’ll acknowledge all written complaints within seven days of receipt. We aim to resolve all formal complaints within 14 days. However, in cases where further information, investigation or communication is required, the process may take longer.

Independent Adjudication
In accordance with the 2003  Communications Act, Village Networks Ltd is a member of an alternative dispute resolution scheme, the Communications and Internet Services Adjudication Scheme. Should we fail to resolve a dispute to the complainants satisfaction, or within a satisfactory timescale, the complaint may be referred for adjudication via the Internet Service Providers Association at lt http://www.ispa.org.uk/consumers/complaints-procedure/. The site has full details of how to make a complaint, and how a complaint will be managed.



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