1: Introduction

Transit2 Limited is a provider of Internet Services (an ISP) based in Wrexham, United Kingdom and provides a wide range of services to both small business users and large corporate clients. Services typically include the provision of Internet access including (but not exclusively)Broadband, Leased Lines, Metro Ethernet, IP Transit, VOIP as well as website storage and hosting/Email and the provision of Domain name registration.

2: Contact details

Registered Office & Postal address:
Transit2 Limited
F3c Wheatsheaf Centre
Rhosymedre
Wrexham
United Kingdom
LL14 3YE
Customer service phone numbers:
0845 2577 245 (General Sales and Information) – 9.00 am – 5.00pm Monday to Friday
0845 2577 247 (Support) 24 hours – 7 Days
Calls charged 3.36p (peak) 1.26p (evening) 0.85p (weekend) from BT Landline – Calls from other operators and networks may vary.
Customer service e-mail: support@transit2.co.uk
Web site:http://www.transit2.co.uk

3: Terms and conditions, including prices and tariffs

Our services
Services typically include the provision of Internet access including (but not exclusively)Broadband, Leased Lines, Metro Ethernet, IP Transit, VOIP as well as website storage and hosting/Email and the provision of Domain name registration. Full details for each product/Service are available online at http://www.transit2.co.uk or via our sales information line 0845 25 77 245. Full contract details are provided prior to order.

Access
Access to Services will be provided upon receipt of a signed order form (or an online order with payment) and following a credit check in case of new accounts being created.

Pricing information
Current pricing is available by contacting our sales information line on
0845 25 77 245 or in the case of on-line products via our website at http://www.transit2.co.uk . All prices quoted online and by phone exclude VAT unless otherwise stated, at the prevailing rate (17.5% at time of preparation). Transit2 Ltd make all reasonable endeavours to ensure that all pricing information is accurate and up-to-date at the time it is published.
Transit2 LTD invoices for ISP services at monthly, quarterly and yearly intervals depending on contract terms, and payment is normally taken by either credit card or direct debit or standing order. For all invoice queries please contact our Accounts Department on 0845 2577 245 . Please note: If you are late in paying or refuse to pay the invoice submitted, Transit2 LTD reserves the right to terminate your Internet services as outlined in our Standard Terms and Conditions of Business which forms part of your contract with us.

Contract conditions
Please see our online Terms of Business. These can be found on our Website at http://www.transit2.co.uk/termsofbusiness.php
All of our products may have terms specific to length of contract as well as in relation to service levels and other items specific to the nature of that product or service as well as notice required to terminate the service or product. These are always provided with confirmation of orders and will need to be accepted prior to delivery of service.

4: Customer service

Compensation or refund policy
If a refund is due, we will refund money directly back to the original credit or debit card, or bank account. Simply call Accounts on 0845 2577 245 if you have a dispute with an invoice or charge we have made. Compensation/Liability will be subject to the Terms of Business for the product or service you have and is stated within the contract for that service/product or that required by UK Law.

Complaint handling process
If you should have cause to complain about our service or products, please request a customer complaints form. They can be obtained by calling our Customer Service Complaints department on 0845 2577 245.
You will need to complete all the information and return to us so that your complaint can be assessed and resolved, we are committed to Customer Service and should you submit a complaint this will be addressed within 7 days, during which we will keep you informed on progress. Should you feel we have not resolved your complaint to your satisfaction you should in the first instance contact our duty manager on 0845 2577 245 who will try to resolve the matter or can advise you on what to do next and the use of our alternative dispute resolution procedure which is shown below.

Alternative dispute resolution procedure
If we have not resolved your complaint to your satisfaction after 12 weeks or if you have received a letter from us saying that your complaint has reached “deadlock”, you may make a complaint through CISAS, an independent alternative dispute resolution scheme. We can provide you with details of this service and the contact information for CISAS is given below.

5: How to obtain this Code of Practice

This Code of Practice is published on our Web site at http://www.transit2.co.uk/codeofpractice.php Additional copies are available on request and free of charge to any domestic and small business customer. It is also available in large print.

6: Contact details of related organisations

CISAS
24 Angel Gate
City Road
LONDON
EC1V 2PT
Telephone 020 7520 3814
E-mail info@cisas.org.uk
Web site: http://www.cisas.org.uk


7: Additional information

This Code has been prepared for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom’s Web site at http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/newccodes/guidelines.pdf