Legal Information

Company Registration

We're registered in England & Wales, with company number 4788617. Our registered office address is: 6-7 Southernhay West, Exeter, Devon, EX1 1JG. Please don't send payments or routine correspondence to this address, it's for legal notifications only.

Value Added Tax (VAT)

We charge VAT on our services - charged in accordance with current UK laws. At present, items attracting VAT are charged at the Standard Rate of 20%. Our VAT registration number is GB 816 1360 52. We issue VAT Invoices as standard - but all invoices are sent electronically (but meet HMRC requirements).

Data Protection Act

We are registered under the UK Data Protection Act, as we hold and store personally identifiable information. Our Data Protection Act Registration number is Z8908815. We take data protection seriously, and always honour the requirements of the Act.

Currency and Payments

We bill all of our services in Pounds Sterling. We apply VAT where required. We accept payment using Bank Transfer and Cheque for all of our services, but for some we now accept Credit/Debit card via Google Checkout online. We cannot accept cash payments or over the phone Credit Card transactions. You can make online Card Payment here.

Cookies and Web Site Data

This web site will use "Cookies" to set data that allows us to provide services to you while using our web site, as well as help us understand how people use our web site, and the pages/areas of the site they use. This helps us make changes to better serve potential and existing customers. Cookies are the name of the system used by almost all web sites. They're small text files your Internet Browser stores on your computer. Without them, lots of functionality would be reduced or simply not be possible - features such as "remember my login" and so on often use them. Occasionally our site works with "third party" cookies - for example Google Analytics which records the data for us about visitor use, pages visited etc that help us understand your usage. This doesn't get recorded in a personally identifiable format.

Terms and Conditions

All of our services are covered by our Terms and Conditions. As we offer a range of services, our Terms are split into "General Terms and Conditions" plus a number of "Special Terms" applicable to specific services.

We make Terms and Conditions available to customers as part of the ordering process - the terms vary depending on the services you take, and whether you take any of our enhanced options so we issue them alongside the order to ensure you have the right terms. You can request them at any time if you don't have the copy we send to you available - just ask our Customer Services team.

Domain Name Terms and Conditions

Customers are reminded that when purchasing or renewing Domain Name Registrations that they may be bound by additional sets of Terms and Conditions as outlined in our own terms. The main registries whose terms you must accept to purchase or renew a domain name are:

Abuse Contacts:

If you believe there is any issue with e-mail services provided by us, or to our customers, or you believe a web site, domain name or other service we provide, or offer to our customers is abusive (illegal, causing issues they should not etc), you may contact our abuse team - we accept messages to RFC approved and recommended abuse aliases @ vpwsys dot net.

For mail - postmaster @ and for Domains and Hosting - hostmaster@

Please send your communications in Plain Text.

Calls and Charges

Calls to our 01392 sales numbers are charged at the rate your telephone provider charges any normal geographic call - that means that in most cases, this will be in any bundles and a low cost.

For calls to our older sales numbers - and current support numbers on 0845, the charges are 7p/min plus your telephone providers access charge. Please note that the recent changes to number charges may not apply to you and the above assumes your provider is either charging you as a domestic user, or has adopted the new structure for business calls. There is no obligation to do so for business to business customers. We are currently implementing additional numbers which will be charged at a geographic rate to help customers avoid excessive charges.

Complaints Handling Policy

If you are unhappy with the service you have received from us, or have a problem that you believe is not resolvable via normal channels (for example by contacting our technical support team), you may raise a formal complaint with us, by following this basic process:

1. Most issues can be resolved by a simple call to our office, call on 0845 003 8114 or 01392 950 950, providing details of who you are, the reason for the call and if you have previously spoken or dealt with someone here, details of the ticket, request or incident number. In these situations we'll endeavour to review and resolve your issue first time - typically within 3 working days (we will try to resolve it when you first call, but this may not always be possible)

2. If you do not feel that you can resolve your issue via a simple call, we recommend you put your complaint in writing to us - including as much information as you can about the issues, the reason you're unhappy, any times or dates of calls and e-mails, incident numbers and so on. We recommend you send your complaint via post to: VPW Systems (UK) Ltd, Customer Services, PO BOX 230, Exeter, Devon, EX2 8WQ. You can also contact Customer Services electronically here if you prefer. When you contact us, we'll aim to respond within 7 days of receiving your complaint, and resolve it within 14 days wherever possible. If your complaint is particularly technical, requires us to visit a premises where work has been conducted or we need to liaise with a third party supplier or vendor, it may take longer, and we'll attempt to keep you updated.

 

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