TTC Hosting Code Of Practice
Part One: Our Web Site
Information about our products and services
We will provide clear and helpful information about the goods and services we are offering including how long any offer remains valid and any other restrictions that apply e.g. geographic or time restrictions.
Where relevant, we will tell customers about any cooling off periods and their right to cancel the contract and how to exercise this right.
We will provide enough information to enable customers to make an informed decision.
Advertising
All our advertising will be clear and truthful.
It will meet the conditions of the British Codes of Advertising and Sales Promotion that you can see at Advertising Standards Authority.
In particular, it will be legal, decent, honest and truthful.
We will also comply with the rulings of the ASA.
If the website contains advertising material from other people or organisations we will clearly identify this material.
We will take care not to create a demand which cannot be met.
Your Details
We will provide the full contact details of our business on our web site including; an address for correspondence and e-mail contact.
Part two: What we will do
Ordering
We will provide clear instructions about how to order goods or services that we are offering.
Contracts
We will set out the terms and conditions of our contracts clearly and in plain English. They will be easily found on the site.
We will say that the terms do not affect consumer's statutory rights.
Returns and Refunds policy
If we have a refunds or exchange policy that gives customers more rights than they have under the law or this code, we should set it out clearly with easy to follow instructions.
Guarantees
We will make it clear if we are providing a guarantee.
If we are, we will make it clear what is covered and for how long.
If we are offering any guarantee or warranty we should make it clear that it is in addition to the consumer's statutory rights.
Prices
The price of all goods and services we are offering will be clear and easily found. This means we will show the actual price clearly to the customer.
There will be no hidden extras, such as taxes, packaging or delivery.
Before agreeing the contract, we will confirm the actual price the customer will pay.
The price will always be shown in the relevant currency.
If the nature of our business means that we may have to change the price between accepting the order and delivery, we will automatically give the customer the option to cancel their order and get their money back at the time of delivery or before.
Ways of paying
We will tell the customer all the different ways of paying and tell them clearly how to pay.
Delivery
Unless we have agreed a longer time with the customer, we will deliver the goods or provide the service within 30 days. If we cannot deliver within this time we should tell the customer immediately and, with their agreement, arrange another time for delivery or provision.
If we cannot agree another time for delivery or provision, we will offer the customer a refund.
Security
The site will be secure for sending personal information. We will provide information about the type and level of security being used on our site.
We will refer to BS7799 (Code of Practice for Information Security Management) as the basis for our security standards.
We will take steps to make sure that the content of our site cannot be interfered with.
We will take suitable measures to ensure that transactions are confidential and cannot be interfered with.
If we use a third party to fulfil transactions, we will require that they maintain a similar level of security.
We will provide any information necessary to enable complaints to be handled properly under the terms of this code.
Data protection and privacy
We will meet the conditions of the Data Protection Act 1998 (DPA). We will say if we will send the customer marketing material, or pass the customer's details to others. We will give customers the option to refuse marketing material.
We will not collect sensitive information (this is defined in the DPA 1998) without the explicit consent of the customer.
We will make sure that the personal information is secure.
We will allow customers easy access to their own personal information.
We will tell the customer if we are going to transfer personal information outside the EEA .
Unsolicited e-mail
We will not send random and un-targeted, unsolicited e-mail. Any unsolicited e-mail that we do send will be clearly identifiable as such.
We will give customers the option to opt out of receiving unsolicited e-mail.
Customer support and service
We will provide a customer service phone number and say when this service is available and state clearly the cost of the calls.
Staff awareness
Our customer service staff will be aware of our obligations under the Code.
Customer law
We will meet our obligations under the customer protection laws currently in force including: the Sale of Goods Act 1979; the Supply of Goods and Services Act 1982; the customer Credit Act 1974; the Trade Descriptions Act 1968; the Unfair Contract Terms Act 1977 and the 1999 Regulations; the Consumer Protection Act 1987, the Data Protection Act 1998
Faulty Goods
We will provide the option of a full refund, within a reasonable time, if the goods or services turn out to be faulty or different from those the customer ordered.
We will give all refunds as soon as possible, and at the latest within 30 days of agreeing to give the refund, taking into account the original method of payment.
Receipts, Bills and Settlement Mistakes
We will provide a receipt. We will correct any mistakes in bills, receipts or payments as soon as possible, and at the latest within 30 days of the agreement to do so.
Handling Complaints
We will deal with complaints effectively.
We endeavour to ensure our system for handling complaints is fair; confidential; effective; easy to use, available on line and well-publicised; speedy - We will acknowledge the complaint within 5 working days and provide a likely timescale for resolving the dispute and keep the customer informed about progress; informative - so that we know which services we need to improve; checked - to make sure that it is working well and getting better.
Solving Disputes
We will provide details about any procedure for solving disputes.
We will provide details of any Ombudsman scheme or regulator, which we belong to.
Part three: Generally
We are governed by English Law.
We will review and update the code in response to changes in technology, the market or law.