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Rev 2-04/08/2004
1. About Us
Established in 1995, Zen Internet was one of the first Internet Service Providers in the UK and supplied many of the country's earliest ADSL broadband connections. The company is a highly respected and successful ISP, winner of 'Internet Provider of the Year' (Internet Magazine), 'Best Internet Provider' (Comdex) and Best Business ISP (Practical Internet) awards for consistently high quality service, and is regularly nominated as Provider of the UK's fastest ADSL broadband service in ongoing independent testing.
Zen provides a full range of high quality services to the home and business user, from the latest in high speed DSL Broadband Internet access to database driven Web site design and e-commerce solutions. Additional services include ISDN Network connection, permanent Leased Line connectivity, Intranet systems and Virtual Private Networking.
2. The purpose of the Code
The purpose of this Code of Practice is to provide full information about your relationship with us.
3. Contact details
Our contact details can be found at here
Zen is a member of ISPA (http://www.ispa.org.uk/) whose contact details are as follows:
Internet Services Providers' Association, UK
23 Palace Street
London
SW1E 5HW
Telephone: (44) 020 7233 7234
Fax: (44) 020 7233 7294
E-mail: admin@ispa.org.uk
Zen Internet is regulated by OFCOM (http://www.ofcom.org.uk/) whose contact details are as follows:
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Tel: 0845 456 3000 or 020 7981 3040
Fax: 0845 456 3333
E-mail: contact@ofcom.org.uk
4. General philosophy
5. Range of services
You will find full descriptions of all the products and services available from Zen Internet at: http://www.zen.co.uk/products/.
You may purchase services directly from Zen, or through our Partner channel. You can find further information about the Zen Partner Programme, or find current Zen Partners at: http://www.zenpartner.com/.
6. Customer Service
6.1. Ordering Products and Services
Most Zen services may be ordered online at https://secure.zen.co.uk/Default.asp. Specified services are also made available by direct contact with our sales team on the telephone numbers provided.
6.2. Charges
Full tariff information can be found at http://www.zen.co.uk/products/ and in our terms and conditions (http://www.zen.co.uk/termsandconditions). Customers can also contact our Accounts or Sales teams to retrieve this information.
The following payment methods are accepted: All major credit cards (except American Express), Debit Card (except Visa Electron), Cheque, BACS transfer and Standing Order. Cash payments and Direct Debit payments are not accepted.
Full itemisation is available on invoices.
All products and services are made as a single supply; your account may be suspended or closed if any sum due for a product or service is unpaid or is in arrears.
6.3. Faults
Although we attempt to provide all customers with the best possible service, we can not guarantee that products and services will never be faulty. However, we will correct all reported faults as soon as we reasonably can.
If there is a fault with your service, you should report it as soon as possible by telephoning 0845 058 9000 or e-mailing us at support@zen.co.uk.
Where applicable, information about the target time to fix faults is covered in the Service Level Agreement for the product in question.
6.4. Complaints
Zen's complaint handling process can be found at http://www.zen.co.uk/complaints.
In the event that a dispute can not be resolved through the normal complaints procedure, complaints will be referred to our Dispute resolution process. We are registered with CISAS and abide by their dispute resolution process as detailed at http://www.arbitrators.org/cisas/index.htm.
6.5. Terminating contracts
We reserve the right to disconnect or suspend services in accordance with our terms and conditions, which can be found at http://www.zen.co.uk/termsandconditions.
Customers have the ability to cancel services online at https://secure.zen.co.uk/Default.asp and may also notify us of service cancellation in writing (fax/letter). Minimum term details and notification periods can be found in our terms and conditions http://www.zen.co.uk/termsandconditions).
7. Your rights/obligations
General terms and conditions can be found at http://www.zen.co.uk/termsandconditions and product-specific terms and conditions can be found at the Web page relating to the product.
You can find details on how we handle Data Protection in our terms and conditions (see above).
8. Communication with customers
Details on how we communicate with customers can be found in our terms and conditions.
Zen adheres to marketing /sales guidance dictated by OFCOM and ISPA.
We will make all legal documents available (including this Code of Practice) via the Web, in hard-copy paper format on request, and we will cater for special needs requirements on request.
We will endeavor to use plain English wherever possible.
9. Social Responsibility
Provision for the protection or support of, and protection or support for, vulnerable groups - e.g. minors, disabled and elderly consumers - and our policy regarding malicious calls, is covered in our Acceptable Use Policy which can be found at: http://www.zen.co.uk/policies.aspx?page=56.
10. Approval and Review of Code(s)
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