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Rejuvenate are a provider of communication services, web hosting, Internet and telecommunication solutions for residential and business customers across the UK.

Purpose of this code of practice

This guide has been developed to help you to understand the relationship you have as a customer of Rejuvenate Group. It will enable you to:

  • Access summary details of our services
  • Understand what you can expect from Rejuvenate after you have made a purchase or registered for a service
  • Contact details for alternative complaint bodies
  • Find out how to contact us

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003

How to Contact Rejuvenate

You can contact Rejuvenate by using any of the methods below:

Customer Services and Sales

Our Customer Services and Support Staff are available Monday to Friday from 9am to 5:30pm. We are closed on weekends and bank holidays. Calls are charged at local rate.

Accounts and Credit Control

Our Accounts department is open Monday to Friday from 9am to 5pm. We are closed on weekends and bank holidays. Calls are charged at local rate.

Account Cancellations

To cancel your account please either call or email quoting your account username. We will require all cancellation requests to be submitted as a written request in the form of an email or if you cannot access the Internet send the same details in a letter to our main office address: Unit 9 Castle Parade, Bournemouth, BH76SH.

Most Rejuvenate services do not have a minimum contract period but for those that do, we would be happy to discuss your requirements. A summary of our service contract periods are (unless otherwise detailed within the agreement):

  • Shared Hosting: Anytime
  • Dedicated Servers: 1 Month
  • DSL Internet: 1 Month
  • FTTC Internet: 12 Months
  • PSTN Line Rental: 1 Month
  • ISDN 2 Line Rental: 12 Months
  • ISDN 30 Line Rental: 12 Months

Some services take a little time to cancel, as they require us to work with special industry processes (such as ADSL). When you cancel your service, we aim to advise you of the time period from us receiving your cancellation request to the time at which the service is withdrawn. During this period, you remain liable for the costs of any services we provide.

Disconnection and Cancellation of Service

We reserve the right to suspend or cancel your service within the contracted timescales – for example, if you do not pay your bill.

Complaints

If you would like to register a complaint, here are a number of different ways you can contact us:

By Email: You can e-mail us your complaint via accounts@rejuvenate.it.

By Phone: You can contact the team directly on 01202 237 273 during office hours which can be found on our website under contact us.

By Letter: If you prefer to put the complaint in writing, you can send it to the following address: Unit 9 Castle Parade, Bournemouth, BH76SH

Dispute Resolution

We will acknowledge all complaints received by letter, fax or e-mail within 24 working hours of receiving your complaint.

Dispute resolution If we are unable to resolve your complaint satisfactorily, we will issue a ”deadlock” letter so that you may make a complaint through the Communication Ombudman Service, an independent alternative dispute resolution scheme.

We can provide you with details of this service. Alternatively if more than three months has passed since you first made your complaint, please contact the ADR scheme directly.

Order Processing

All services can be ordered via your dedicated account manager. The time it takes to setup can vary depending on the service purchased. We will aim to confirm all new orders by email within 2 working days.

Pricing

Up-to-date prices for our products and services are always available by calling us on 01202 237 275.

Billing

We currently accept the following payment methods:

  • BACS
  • Direct Debit

Fault Repair

To report a fault to one of our representatives please call 01202 237 275 during office hours which can be found on our website under contact us. Engineers will work on faults in normal working hours (see website).

Faults can occur on our Network, or another operator’s network, as well as your own equipment. If the fault is reported during normal working hours, we will try to establish the location of the fault. We may request that you carry out some simple checks to help us establish the cause of the fault.

Repairing faults on our network is part of the maintenance cover we provide with our service. If the fault is not on our network then we may not be responsible for its repair. We reserve the right to charge for any abortive work or visit arising from faults over which we have no control. Should an engineer need to visit your premises we will agree this with you.

Data Protection and Privacy

We strictly follow the procedures laid down by the Data Protection Acts of 1984 and 1998 to protect all user information.