We can give totally impartial advice as The Consumer Adviceline is not affiliated with any government department/services |
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By calling this number you will be confirming that you accept our
terms and conditions of service |
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Terms and Conditions |
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TERMS AND CONDITIONS.
Please read these terms and conditions carefully, and print and keep a copy of them for your reference. About us. This website is owned and operated by: The Helpline Group Ltd. If you need to contact us, please email us at:- customerservice@thehelpline.com Vat.no. 945728094 Company registration No.6913317 The Helpline Group Ltd., Unit 9 Ariane, Lichfield Road Industrial Estate, Tamworth, Staffs.B79 7XF. Making a contract with us. Once we are in receipt of your signed email, the contract will then become binding, and service will be immediate. In the event that payment is not authorised by your bank, and service has been given, then we reserve the right to pursue you for payment. The contract will be binding for a period of 12 months (unless your particular agreement states otherwise). We will not take payment from you until we have accepted your order. Your agreement will be held on our data base for the lifetime of your membership and will be protected in accordance with the guidelines outlined by the Data Protection Act. When subscribing to our online services, should any error or wrong input occur during the transaction, please contact us at: customerservice@thehelpline.com In the event that payment is not authorised by your bank at the time the order is placed, your order will not be accepted and there will be no contract between us. Terms and conditions will be offered in the English language, and any contract made will be offered in English. The contract will not be filed with any central register or held by any trade association or government body. We use secure payment methods. Where we provide the service. We will provide the service to the UK address you give us, unless the service terms say otherwise. Disputes. We will try to work through any disputes that you may have with us through our complaints and refunds procedure. Please email us at customerservice@thehelpline.com should you have any reason for complaint. We will provide you with initial assistance by way of a trained advisor with the issue you contact us with. This assistance will be available until resolution of that initial problem. Throughout the period of your membership, we will undertake to assist you to solve all types of internet problems, including setting up, tutorial where necessary, software, hardware problems, including assistance with repairs of hardware, including mobile phones and electronic equipment.* The list of services we can offer will change from time to time as new services become available. We will contact you at various times to advise you of those new services. We will make contact either by email (to the address given at the times of agreement) or by telephone. You have a right to cancel your contract with us after you have placed your order. However, you will waive your rights to cancel the contract once our service has commenced. The service will commence as soon as we receive the electronically signed agreement from you. *Subject to fair use policy Our agreements are for subscription periods relevant to your particular order. And will be explained to you and shown in our confirmation email. Some may automatically renew on the anniversary date by us unless you cancel your agreement before the renewal date (you will have been notified before payment on your subscription type). If you do not require your subscription to be automatically renewed, please let us know. These terms do not seek to affect your statutory rights. We will always strive to provide the service using reasonable care and skill and unless agreed otherwise, within a reasonable time and for a reasonable charge. Our services as described are accurate to date, but can vary depending on which particular service you have requested. Using the service. You must not use the service or allow the service to be used: In anyway which breaks any law or the condition of any license or rights of others Our acceptable use policy which we may amend from time to time. To make offensive, indecent, menacing, nuisance or hoax calls to cause annoyance, inconvenience or needless anxiety. To send, knowingly receive, upload, download, or use any material which is offensive, abusive, defamatory, obscene or menacing or: In any way which we reasonably think will, or is likely to affect how we provide the service to you or any of our customers. We take the type of misuse described above very seriously, and you agree to take all reasonable steps to make sure that it does not happen. If we reasonably believe you have misused the service, we may take immediate action to suspend the service or end your agreement with us, without telling you first, even if you were not aware that your service was misused. You agree that any content, software or other copyright material we supply to you is for your own private use, and that you must not copy, change or publish the material or supply it to any other person or use it for any business purpose. You accept that you are using the internet at your own risk. You are responsible for making sure any equipment you use to access the service is protected against viruses, malware, adware and spyware. If the service gives you content or software licensed by others who ask you to accept their terms of use you must keep to these terms. You are responsible for properly using any user ID's, personal identification numbers(Pins) and passwords needed for the service-if any-and you must take all necessary steps to make sure that you keep these confidential and secure, use them properly and do not make these available to unauthorised people. Other things we may need to do. We may monitor and record calls relating to our services for training purposes to improve the quality of our customer services. Occasionally, we may have to: Interrupt the service, and if we do so, we will resume it as quickly as we can. Our responsibility to you. Unfortunately, we cannot guarantee that the service we provide will never be faulty, but, we will do what we reasonably can do, to ensure you have a reliable acceptable service. Matters beyond our reasonable control. Sometimes we may not be able to do what we have agreed because of something beyond our reasonable control. This could include adverse weather conditions, which would interrupt internet and telephone connections. In these cases, we do not accept responsibility for any loss of data which may or may not result, or for a break in any service provision during these times. If you break the agreement. Other than serious misuse described above, we will normally give you an opportunity to put matters right within a reasonable time. If you break the agreement however, we may suspend or end the agreement for the service. Other things we need to tell you. You accept the agreement for the service is personal to you and agree not to transfer it to anyone else, or to try to do so. However, we may take instructions from a person who we think, with good reason, is acting with your permission. When we need to contact you, we will use your billing address, e-mail address, mobile or fixed phone number. If you need to contact us, please use the address on your last bill for verification purposes. We will in normal circumstances contact and communicate with you via your email address. Although we offer support advising you on issues related to specific companies, we are in no way associated with these companies. We cannot be held responsible if any contact information you give us is incorrect, ie. Incorrect email addresses or contact telephone numbers, which prevents us from contacting you to administer service. Failure to offer service due to wrong contact information given will not constitute failure to offer service by us the company. The information we provide is as accurate as we can foresee. HOW TO MAKE AN ENQUIRY. Users must make requests for support through the 'ask a question' form located on http://www.thehelpline.com which can be accessed by using your password and login details which will be assigned to you at the time of joining. We do not offer a timed call back service. Support requests are dealt with as they are made, and we typically respond on the same day that support was requested. Office opening hours. Support will be offered Monday to Saturday 08:00 - 22:00hrs. Any requests made after 9pm may be dealt with the following day, in the case of Saturday hours, any request made after 9pm may be dealt with on Monday. Outside office hours, as a subscribed member, you will also have access to our online information pages, accessed by using your password and login details which will be assigned to you at the time of joining. We will only call back the registered telephone number given at the time of joining. Change of registration details. If you need to change your registered number or email address, you will be required to inform us via post. Information we will require in order to make any amendments will be:- name registered, proof of address, email address given at time of joining, and any new contact telephone numbers which must include the old number also. We cannot be held responsible for any disruption in service that has occurred due to the fact that two or more email addresses exist. In order to provide efficient and reliable service, it is imperative that you only use one email address when joining and contacting us. Governing Law. This agreement is governed by the Laws of England and Wales.
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