Code of Practice

1. Introduction

Wicoms Limited develops, manages and commercialises virtual estates (i.e. the wi-fi networks that surround the space above and around the real estate) for the benefit of consumers, service providers, owners and operators. In brief, Wicoms is a wireless Internet service provider which delivers communications services to its customers.

2. How to contact us

2.1 Our website may be able to assist you with any queries you have. You can find it at www.wicoms.com.

2.2 If you wish to contact our customer support services, please email us at info@wicoms.com or call us on 0844 034 6577.

2.3 If you prefer to write, our principal office is located at Suite 2.3, The Prospect Centre, Southern Cross, Basing View, Basingstoke, Hants., RG21 4HG.

3. Our service, prices, terms and conditions

3.1 Our service means the wireless Internet access service available to you through the use of our network within the UK. You can access our service when located within the range of a Wicoms access point or 'hotspot' within the UK, using suitable computer equipment.

3.2 The prices for the use of our service are as indicated within the landing pages for the particular service you intend to use. The price will depend on the length of Internet access time you purchase. There may be a minimum access time for the particular service you intend to use, for example, the shortest period you are able to purchase may be 60 minutes.

3.3 Payment for the use of the service may be made in one of two ways: (1) through the purchase of a physical voucher from one of our partners and then inputting the voucher number into the relevant page within the landing pages; or (2) through the purchase of an online voucher by providing details of a credit or debit card during the registration process.

3.4 If you purchase an online voucher, you have the right under the Distance Selling Regulations 2000 to cancel the contract with us within seven working days of purchase but you will lose this right once you begin to use the service.

3.5 Clich here to see our Terms of Use. They govern our relationship with you and contain important information about your rights and obligations. Please read them. If you have any questions regarding the Terms of Use, please contact our customer support services on info@wicoms.com or 0844 034 6577.

4. Customer service

Compensation or refund policy

4.1 If we discontinue our provision of the service, other than as a result of your breach of the Terms of Use, we shall refund you in respect of any outstanding part of any voucher purchased by you but unexpired. If you believe that you are entitled to a refund of any voucher, please contact our customer services on info@wicoms.com or 0844 034 6577.

Complaints procedure

4.2 We want you to be happy with the service we provide, but if you have a complaint about any aspect of the service, please let us know and we will try to resolve your complaint quickly and efficiently. You can contact our customer support services in any of the following ways:

(a) call customer support on 0844 034 6577;
(b) email customer support at info@wicoms.com; or
(c) write to customer support at Suite 2.3, The Prospect Centre, Southern Cross, Basing View, Basingstoke, Hants., RG21 4HG.

4.3 We take all customer complaints very seriously and we will try to keep you informed of the status of any complaint at all times. If you call us, we will try to resolve your complaint during the call. If you email or write to us, we will arrange for someone to contact you and we will try to do this within 24 hours if you contacted us by email or within 5 working days if you contacted us by post. In most cases, this initial exchange will resolve the matter and no further action will be necessary.

4.4 However, if you are not satisfied with the way we dealt with your complaint, you can ask for it to be considered again by someone with more authority within Wicoms. Your complaint will then be escalated and the person appointed to deal with your complaint will investigate your complaint and will aim to contact you following such investigation within 10 working days of being appointed.

4.5 If you are still not satisfied, you can ask for the matter to be considered again, this time by the Complaints Review Department within Wicoms. The Complaints Review Department will investigate the matter further in order to try and resolve your complaint to your satisfaction.

4.6 If the Complaints Review Department is unable to resolve your complaint satisfactorily, and you remain unhappy and wish to take the matter further, we will issue a letter to you stating that we have exhausted our complaints resolution procedure and we have consequently reached "deadlock".

4.7 Upon receipt of that letter, or if more than 8 weeks have passed since you first made your complaint, you may take your complaint to Otelo, which is an independent alternative dispute resolution scheme.

4.8 For more details on how to refer your complaint to Otelo, please contact them at:

Otelo
PO Box 730
Warrington
WA4 6WU

Telephone: 0845 050 1614 or 0330 440 1614 or 01925 430 049

Fax: 0330 440 1615 or 01925 430 059
E-mail enquiries@otelo.org.uk
Web site: www.otelo.org.uk

5. Premium Rate Services

Premium rate numbers begin with 090 or 091.

PhonepayPlus regulates premium services through its Code of Practice. PhonepayPlus's role is to prevent consumer harm by ensuring service providers are responsible for clear and accurate pricing and promotional information.

PhonepayPlus's complaint service is free to consumers and is fully independent.

PhonepayPlus only deals with complaints about premium rate numbers:

• numbers beginning with 090 or 091;
• directory enquiry services operating on numbers beginning with 118;
• reverse-billed SMS operating on shortcodes (shortcodes are four or five digits long).

Making a complaint to PhonepayPlus:

Before making a complaint, you should visit PhonepayPlus’s on-line premium rate number checking facility for instant information about the number in question. This facility is available at: http://www.phonepayplus.org.uk/output/check-a-number.aspx

You can make a complaint to PhonepayPlus in the following ways:

• If you have a hard copy of the promotion in question (i.e. a page from a newspaper or magazine), you should make your complaint in writing with a copy of the promotion to: PhonepayPlus, FREEPOST WC5468, London, SE1 2BR
• By using PhonepayPlus’s online complaint form at: www.phonepayplus.org.uk/output/Complaint-form.aspx
• By calling the PhonepayPlus free helpline on 0800 500 212 between 8.00am and 8.00pm, Monday to Friday.

6. How to obtain this Code of Practice

This Code of Practice is published on our website. Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in alternative formats, on request.

7. Useful Contact Information

Ofcom
Ofcom Contact Centre
Riverside House
2a Southwark Bridge Road
London
SE1 9HA
Email: contact@ofcom.org.uk
Web site: www.ofcom.org.uk
Tel: 0300 123 3000 or 020 7981 3000

Fax: 020 7981 3333

Version: 22.3.10