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Regulatory Information

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Calls to Emergency Services

Important Information

Rejuvenate provide access to public emergency call services to all customers within England, Wales, Scotland and Northern Ireland.

When dialling either 999 or 112, your call is routed from the Rejuvenate VoIP network to national emergency operators who will handle your call. The emergency operator will ask for specific information to correctly transfer your call. You will need to state clearly and promptly the nature of your emergency, your location and phone number, and any other requested information. The emergency operator will then route your call to the appropriate emergency agency, such as:

Police
Fire Brigate
Ambulance
Coastguard
Mountain Rescue
Cave Rescue

Update your 999/112 Emergency Address

Your Rejuvenate VoIP phone service is portable so it is important that you register the location of your device and keep it updated. This information should be visible to the Emergency Services so they can see where assistance is required. Please advise us of all changes to your address information.

Power & Service Outages Can Prevent Access to Emergency Services

Emergency Services and your Rejuvenate VoIP Service WILL NOT function during an electrical power or broadband provider outage, or if your Rejuvenate account has been terminated or suspended.
It is highly recommended that you ensure you have an alternative means of contacting the emergency services such as a mobile phone or wired phone that is connected to the PSTN.

Complaints Procedure

At Rejuvenate we work hard to make our customers lives simpler. We strive to ensure that all of our customers receive the highest level of service. Issues are rarely encountered, but if you want to speak to someone about a complaint, you can call us on 01202 237 273, where we will try to resolve the issue to both parties satisfaction.

If you’d prefer, you can put your complaint in writing, in the first instance, please write to the person who handled your query: that’s usually the quickest way to resolve a problem. If you’re still not satisfied, ask for your complaint to be escalated.

Information we’ll need from you

We will need:

a clear, detailed description of what your complaint is about copies of any letters or emails related to the complaint.
a case reference number, if you have it
your email address or postal address (so we can reply)

We aim to respond to complaints within 5 working days. If we can’t reply to you within this time, we will let you know and tell you when you can expect a reply.

If you are not satisfied with the outcome of your formal complaint you and at least 8 weeks have passed from the date of your formal complaint to us, you may be able to refer your complaint to the external dispute resolution scheme who will investigate your complaint independently.

Data Protection & Retention

Rejuvenate is registered with Information Commissioners Office for Data Protection and Retention purposes.

Any personal information that we collect will be used in accordance with the 1988 Data Protection Act and other applicable laws and for the purposes that the data was originally collected.

Rejuvenate takes all reasonable steps to ensure that there is no unauthorised access to your personal data.

We may use the personal data that we have to promote our products and services but these details will not be passed to any other organisations for marketing purposes.

In some circumstances we may be required to supply information to Government or Regulatory bodies, such as the police where the law requires us to do this.

We may record phone conversations in order to provide training services, or to provide evidence of a transaction.

If you wish to know what personal information Rejuvenate store about you, or would like to remove or update your personal information, simply write to us:

By Post:

9 Castle Parade, Bournemouth, Dorset, BH7 6SH

By Email:

[email protected]

Mobile Services – GC23

We always aim to sell our mobile services in a fair and straight talking manner. But as a mobile provider, Ofcom also asks that we give you a summary of a set of rules called General Condition 23.

You can read them in full or get in touch if you’d like us to send you a copy.

These rules make sure that when we sell or market our services:

we give you all the information you need when you’re deciding to buy a mobile phone or plan
we don’t do anything that’s dishonest, misleading or that deceives you
we don’t contact you in an aggressive or inappropriate way.

We follow these rules whether you’re buying your mobile service from our in-person, over the phone with one of our team, or through a partner company.

Nuisance Calls & CLI Presentation

We take all reports of nuisance calls seriously.

As a Communications Provider handling a very large number of calls every day we are as keen as the recipient of the call to stop the problem. If you receive a nuisance call you should follow the guidance below:

If you feel the calls are of a threatening or harassing nature you should report them to your local police force, by dialing the non-emergency number – 101.
If the call is an unsolicited sales, or marketing call:

Contact the organisation that is calling you and tell them that you no longer wish to receive calls from them. Such organisations should not call you, if you request that you no longer wish to be contacted by them.
Register with the Telephone Preference Service (TPS). This is a national register that says you no longer wish to receive unsolicited sales and marketing calls. In the event that you are registered with the TPS and you are still receiving calls, you should report the issue to them and they will escalate the breach to the Information Commissioners Office who has the power to fine any organisation in breach of this regulation.
Additionally, you can make a complaint to the relevant regulatory body. For information on what you should do, please visit Nuisance Calls and Messages provided by OFCOM.

In the event that a nuisance call has been made to you by a number that you believe is hosted on the Rejuvenate VoIP network, please contact our Support Team, using the details below.

Email: [email protected]

Tel: 01202 237 275

We will investigate and deal with the matter promptly and keep you informed of our progress.

CLI Presentation

Rejuvenate insist that all of its customers present a valid CLI for all outbound calls that are made using its services. The CLI must be:

A valid telephone number that they can be called back on. Or.
In the case of hosted telephony and SIP trunk customers, the CLI may be withheld. Please note for any customer that takes dialler services, including CallBack Queue Buster, or Campaign Manager, the CLI must not be withheld.

UK Domain Registrations

All DNS modification requests should be submitted to [email protected].

All requests will be processed without additional charge within 24 hours.

Domain name and DNS support is available Monday to Friday between the hours of 09:00 and 17:30 on +44(0)1202 237 275

Our charges

All .uk domain name registrations, renewals and ongoing domain maintenance are charged at £10.00 + VAT set over a 1 year period. We do not charge a release fee.

Any changes to our contracts and charges will be published on this web page.

Note: Applicants and owners of .uk domain names should read Nominet’s Terms and Conditions

Domain renewals

We will contact you at least 30 days before your domains are up for renewal. Alternatively, you can contact [email protected] to confirm or cancel your domain registrations. We do not charge a cancellation fee.

Domain cancellations, expired and expiring domain name registrations

We will contact you via email if your domain name registration is expiring and again if your domain name registration has expired. Notification of a domain cancellation should be sent to [email protected]. We do not charge a cancellation fee.

Complaints

Should you be dissatisfied in any way with the domain name services we supply, please write to Domain Name Services at the following address:-
Domain Name Services
Rejuvenate IT, Unit 9 Castle Parade, Bournemouth, BH76SH

Abuse

Please refer to our ‘acceptable use’ statement. If you consider any website content hosed by us as abusive or you need to report instances of domain abuse to us, please contact [email protected]

Contact us

If you require any further information, you can contact us via our Contact Page. We will respond within 24 hours.

GOV.UK Domain Registration (Specific Terms)

Precedence, latest version and updates

These terms take precedence over any other terms in this agreement.

The latest version of these terms can be found here https://www.gov.uk/guidance/additional-terms-for-govuk-agreements.

The party selling or issuing the gov.uk domain or subdomain must apply best endeavours to seek to update this agreement annually to reflect the latest version of the terms made available by the Critical Domain Holder (as defined below) from time to time.

Role and responsibilities of CDDO as the Critical Domain Holder

The parties agree to and accept the role of the Critical Domain Holder as set out below in respect of the protection of .gov.uk domains and subdomains.

1. The Central Digital and Data Office (CDDO), acting on behalf of the Minister for the Cabinet Office and as part of the Crown, has rights over the ‘.gov.uk’ domain and subdomains. CDDO is the .gov.uk domain Critical Domain Holder.

2. The Critical Domain Holder does not need to be party to this agreement.

3. The Critical Domain Holder has appointed the .gov.uk Registry Operator.

4. The Critical Domain Holder permits the .gov.uk Registry Operator to enter into Registry Registrar Agreements.

5. The Critical Domain Holder is the only authority that may verify the identity of the Registrant.

6. The Critical Domain Holder approves a .gov.uk domain name for use by the Registrant.

7. The Critical Domain Holder is responsible for setting and maintaining the domain registration and management rules, which are defined in the Apply for your .gov.uk domain name guidance on GOV.UK.

8. The Critical Domain Holder acts as an escalation point and ultimate decision maker in the event of a dispute regarding the management or control of a .gov.uk domain name.

9. The Critical Domain Holder may, at its sole discretion, direct the Registry Operator, Registrar, Registrant or sub-Registrant to take action, including urgent action, to protect a .gov.uk domain name, at any time. Such action may include to suspend, withdraw or transfer a .gov.uk domain name:

9.1. if the Registrant or sub-Registrant persistently or seriously violates the domain registration and management rules, which are defined in the Apply for your .gov.uk domain name guidance on GOV.UK,

9.2. if the Registrant or sub-Registrant persistently fails to respond to communications from the Registrar, Registry Operator or Critical Domain Holder,

9.3. to resolve disputes which concern the Registrant or sub-Registrant’s registered .gov.uk domain name,

9.4. if the continued Registration of the Registrant’s .gov.uk domain name poses an immediate critical security threat to the Registrant’s services or other public sector services,

9.5. if the Registrar persistently fails to meet the Criteria to be a .gov.uk Approved Registrar,

9.6. if the Registrar is no longer a .gov.uk Approved Registrar as defined by the criteria,

9.7. if there is any event that might lead to your organisation ceasing trading, such as a voluntary winding up, a bankruptcy, or an insolvency event as defined in section 123 of the Insolvency Act 1986,

9.8. if required by the law.

10. The Critical Domain Holder is an independent data controller in its own right for personal contact data contained within the Registry Data. The Registry Data means any data, including but not limited to DNS resource records, public-key material for DNSSEC and personal contact data, in each case held by the Registry Operator:

10.1. for use in its Registry Services,

10.2. or for use by the Registry Operator in performance of its roles and obligations to the Critical Domain Holder, Registrar and/or Registrant,

10.3. or for use by the Registrar in performance of its roles and obligations to the Critical Domain Holder, Registry Operator and/or Registrant.

11. The Critical Domain Holder and its suppliers are authorised to undertake monitoring of all .gov.uk domains and subdomains as described on the Domain Management team page. The purpose of monitoring is to test for the secure configuration of domains and associated digital services and alert the relevant service owners when problems are found.

The monitoring undertaken by the Critical Domain Holder, and/or its suppliers, may, on some rare occasions, temporarily impair the function of the domain and associated digital services. In those circumstances, the Critical Domain Holder will work with the Registrar, Registrant, and/or Sub-Registrant to overcome the temporary impairment as soon as is reasonably practicable. The Critical Domain Holder and its suppliers are authorised to undertake monitoring of all .gov.uk domains, and subdomains, regardless as to this risk of impairment.

In undertaking monitoring, the Critical Domain Holder, and/or its suppliers, may process personal data. The processing of personal data is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the Critical Domain Holder, and/or its suppliers as a data controller. Details associated with a domain will be retained for as long as the domain is registered and in use. If details change to another person the Critical Domain Holder, and/or its suppliers, will remove the old contact within 6 months.

Role and responsibilities of the Registry Operator

The parties agree to and accept the role of the Registry Operator as set out below in respect of the protection of .gov.uk domains and subdomains.

12. The Registry Operator means the administrative and technical operator of the policies, processes and systems required to manage and operate the .gov.uk domains and subdomains. The Registry Operator is the only operator for gov.uk domains and subdomains, as appointed by the Critical Domain Holder.

13. The Registry Operator must only accept .gov.uk domain registrations from .gov.uk Approved Registrars. The Registrar Operator must not accept .gov.uk domain registrations from any reseller or any other entity.

14. The Registry Operator must use reasonable endeavours to verify that organisations that wish to be .gov.uk Registrars meet the Criteria to be a .gov.uk Approved Registrar.

15. The Registry Operator has a Registry Registrar Agreement with all .gov.uk Approved Registrars.

16. The Registry Operator must ensure that all Registrars have Registrant Agreements in place that reference this GOV.UK page and include these terms as updated from time to time and published on the aforementioned page.

17. All normal communications that the Registry Operator has with a Registrant must be through a Registrar. The exceptions to this are:

17.1. if a Registrar is not supporting their Registrant in accordance with the Criteria to be a .gov.uk Approved Registrar or

17.2. if the Registrant itself is not accepting such support.

In these exceptional cases the Registry Operator may contact a Registrant directly to help the Registrant meet the domain registration and management rules, which are defined in the Apply for your .gov.uk domain name guidance. The Registry Operator must always copy the relevant Registrar in on communications with a Registrant in these cases.

18. The Registry Operator must maintain a published list of .gov.uk Approved Registrars.

19. The Registry Operator operates a fair marketplace for .gov.uk Approved Registrars. If the Registry Operator itself chooses to be a .gov.uk Approved Registrar, it must not grant itself more favourable terms or treatment than other .gov.uk Approved Registrars. The Registry Operator must not favour any .gov.uk Approved Registrar over any other.

20. The Registry Operator must not unreasonably refuse to sign a Registry Registrar Agreement with a .gov.uk Approved Registrar.

21. The Registry Operator must use reasonable endeavours to help .gov.uk Approved Registrars continue to meet the Criteria to be a .gov.uk Approved Registrar.

22. The Registry Operator must notify the Critical Domain Holder before removing the status of .gov.uk Approved Registrar or terminating a Registry Registrar Agreement with a .gov.uk Approved Registrar.

23. The Registry Operator is an independent data controller in its own right for personal contact data contained within the Registry Data. As a data controller, the Registry Operator will be responsible for ensuring agreements to cover the sharing and processing of personal data with other parties, such as the Registrars, are in place. The Registry Data means any data, including but not limited to DNS resource records, public-key material for DNSSEC and personal contact data, in each case held by the Registry Operator:

23.1. for use in its Registry Services,

23.2. or for use by the Registry Operator in performance of its roles and obligations to the Critical Domain Holder, Registrar and/or Registrant,

23.3. or for use by the Registrar in performance of its roles and obligations to the Critical Domain Holder, Registry Operator and/or Registrant.

Role and responsibilities of the Registrar

The parties agree to and accept the role of the Registrar as set out below in respect of the protection of .gov.uk domains and subdomains.

24. The Registrar must meet the Criteria to be a .gov.uk Approved Registrar at all times.

25. The Registrar is allowed to provide .gov.uk domains via a reseller subject to compliance with the .gov.uk reseller policy.

26. The Registrar must maintain a list of all Registrants that have delegated lower-level subdomains out to sub-Registrants.

27. The Registrar must ensure that if a Registrant transfers a domain name:

27.1. the new Registrant is eligible to have the domain,

27.2. any new Registrar is a .gov.uk Approved Registrar,

27.3. all parties follow the Transfer your domain name guidance.

28. The Registrar agrees that any persistent failures, as defined and/or determined by the Registry Operator, and confirmed at the sole discretion of the Critical Domain Holder, to meet the Criteria to be a .gov.uk Approved Registrar, will result in:

28.1. the Registrar no longer being a .gov.uk Approved Registrar,

28.2. the Registrar, in consultation with the Registrant, to transfer the management of its .gov.uk domain names to an alternative .gov.uk Approved Registrar,

The Registrar must at its own cost and expense, provide all such support, assistance and cooperation and execute or procure the execution of all such documents as the Critical Domain Holder or the Registry Operator may from time to time require for the purpose of giving full effect to this provision.

29. The Registrar is an independent data controller in its own right for personal contact data contained within the Registry Data. The Registry Data means any data, including but not limited to DNS resource records, public-key material for DNSSEC and personal contact data, in each case held by the Registry Operator:

29.1. for use in its Registry Services,

29.2. or for use by the Registry Operator in performance of its roles and obligations to the Critical Domain Holder, Registrar and/or Registrant,

29.3. or for use by the Registrar in performance of its roles and obligations to the Critical Domain Holder, Registry Operator and/or Registrant.

Role and responsibilities of the Registrant

The parties agree to and accept the role of the Registrant as set out below in respect of the protection of .gov.uk domains and subdomains.

30. The Registrant is an entity which has registered a .gov.uk domain name in the .gov.uk Registry.

31. The Registrant must remain in legal control of their .gov.uk domain name at all times. This includes not reselling or passing control of their .gov.uk domain name to a non-public sector organisation.

32. The Registrant must get approval from The Critical Domain Holder prior to transferring their .gov.uk domain to any other organisation.

33. The Registrant must protect its .gov.uk domain name by following the domain registration and management rules, which are defined in the Apply for your .gov.uk domain name guidance on GOV.UK that apply to them, found here:

34. The Registrant has the right to move its .gov.uk domain name from the Registrar to any other Registrar at any time and for any reason. The Registrant is not entitled to a refund for any remaining term of the registration.

35. The Registrant accepts that if their Registrar is no longer a .gov.uk Approved Registrar, then the Registrant must move its .gov.uk domains to a .gov.uk Approved Registrar.

36. If the Registrant has delegated lower-level subdomains out to a sub-Registrant, the Registrant:

36.1. must tell its Registrar,

36.2. must help the sub-Registrant meet the domain registration and management rules, which are defined in the Apply for your .gov.uk domain name guidance on GOV.UK that apply to them,

36.3. is a data controller of the personal data that the sub-Registrant has shared with it.

37. The Registrant is an independent data controller in its own right for personal contact data contained within the Registry Data. The Registry Data means any data, including but not limited to DNS resource records, public-key material for DNSSEC and personal contact data, in each case held by the Registry Operator:

37.1. for use in its Registry Services,

37.2. or for use by the Registry Operator in performance of its roles and obligations to the Critical Domain Holder, Registrar and/or Registrant,

37.3. or for use by the Registrar in performance of its roles and obligations to the Critical Domain Holder, Registry Operator and/or Registrant.

38. The Registrant agrees that the Critical Domain Holder and its suppliers are authorised to undertake monitoring of all .gov.uk domains and subdomains as described on the Domain Management team page. The purpose of monitoring is to test for the secure configuration of domains and associated digital services and alert the relevant service owners when problems are found.

The Registrant consents to the Critical Domain Holder and/or its suppliers processing personal data, specifically collecting DNS records and WHOIS records where they are available, to:

provide support; protect the domain names in the public sector
reduce the risk of attack to associated services such as email, web, and digital services
ensure the governance and accessibility of web services

The Registrant consents to the retention of personal data by the Critical Domain Holder and/or its suppliers.

Role and responsibilities of the sub-Registrant

The parties agree to and accept the role of the sub-Registrant as set out below in respect of the protection of .gov.uk domains and subdomains.

39. The sub-Registrant is an entity which has been given a lower-level domain from a .gov.uk Registrant. The sub-Registrant is not the same organisation as the Registrant.

40. The sub-Registrant must protect its .gov.uk domain name by following the domain registration and management rules, which are defined in the Apply for your .gov.uk domain name guidance on GOV.UK that apply to them, found here:

41. The sub-Registrant is a data controller of the personal data it shares with the Registrant.

42. The sub-Registrant agrees that the Critical Domain Holder and its suppliers are is authorised to undertake monitoring of all .gov.uk domains and subdomains as described on the Domain Management team page. The purpose of monitoring is to test for the secure configuration of domains and associated digital services and alert the relevant service owners when problems are found.

The Sub-registrant consents to the Critical Domain Holder and/or its suppliers processing personal data, specifically collecting DNS records and WHOIS records where they are available to:

provide support; protect the domain names in the
public sector; and to reduce the risk of attack to associated services such as email, web, and digital services
ensure the governance and accessibility of web services

The Sub-registrant consents to the retention of personal data by the Critical Domain Holder and/or its suppliers.

Pricing for .gov.uk domain names

43. The pricing for .gov.uk domain names is to be confirmed.

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