(aq) Limited "aql" Standard Terms and Conditions of Business. Last Modified 15/06/11
IMPORTANT: PLEASE READ CAREFULLY BEFORE USING THIS WEBSITE AND/OR PURCHASING SERVICES FROM aql
The terms and conditions set out below (the "Conditions") apply to the website owned, operated and controlled (aq)
Limited (company number 3663860) whose registered office is at 13-15 Hunslet Road, leeds, LS10 1JQ) ("aql") at
http://www.aql.com (the "Website") (as accessed via that or any other address) and to all services provided aql.
using the Website and/or ordering any services from aql you are deemed to have read and agreed to these
Corporates Please Note - aql can supply services under different terms to the ones contained herein,
such as stronger SLAs and escalation, increased response times, 24/7 support. If you have any such requirements
please contact us. Unless you have a written contract in place with us to the contrary, all services fall under the
The Services provided aql are available only in the UK. By accepting these Conditions you warrant and represent that
you are a UK registered national or UK registered company. If you are a non-uk entity, please let us know prior to
ordering such that we can ascertain that our services are available in your country of origin.
aql may, at any time, change, modify, add to or remove part or all of these Conditions. You should therefore check
these Conditions periodically to see if they have changed. Your continued use of the Website and/or services
provided aql will be deemed to constitute acceptance you of any such changes.
If you are a consumer, the terms set out within these Conditions do not affect your statutory rights. However, please
note aql is a business to business service provider.
A. CONDITIONS RELATING TO YOUR USE OF THE WEBSITE OR ANY OTHER SERVICES OR SOFTWARE
aql endeavours to ensure that the information on the Website is correct and fairly stated, but here excludes
liability for any error or omission. The Website is not part of a contract or licence save insofar as may be
expressly agreed by aql in writing.
All designs, text, graphics and the compilation (meaning the collection, arrangement and assembly) of all content on
the Website are the copyright of aql and its licensors unless indicated otherwise. You may electronically copy or
print portions of the Website for your own personal, non-commercial use. Any other use, including the reproduction,
modification, distribution, transmission, republication, display or performance of the content on the Website is
strictly prohibited. No links to the Website may be included in any other web site without express written
authorisation from aql.
Any link (be it a hypertext link or other referral device) used on the Website is provided solely for the use and
convenience of the visitor. The link does not represent any endorsement or recommendation aql and does not mean that
aql has any association with the linked site. aql is not responsible for the content of any websites that have links
with the Website or for the legal consequences of your entering into any contracts with the third parties that have
these linked web sites. aql does not accept any liability for any loss, damage, expense, costs or liability
whatsoever incurred you as a result.
aql will use your information, together with other information, including any which you provide to aql, for
administration, marketing and customer services. aql will NOT disclose your details to parties outside the aql group
are using the Website, be asked to provide or be provided with a password to enable you to access certain services.
You must, at all times keep your password private and confidential and you may not permit third parties to use your
aql will NOT release your details to business partners. However, aql may contact you by mail, telephone, email, SMS
or fax to let you know about any aql goods, services or promotions of the business partners which are considered
relevant to the services provided to you by aql.
aql will not be liable for any loss, damage, expense, costs, delays or other liability whatsoever (including, without
limitation, any financial losses such as loss of profit) which you may incur as a result of any event beyond aql's
reasonable control (including without limitation any failure of transmission, communication, computer or other
facilities or your inability to access the site for any reason or any failure, error or delay in the sending or
receiving of any notice or communication or instruction through the post or any electronic medium).
Nothing within these Conditions operates so as to exclude, limit or restrict aql's liability for death or personal
These disclaimers, exclusions and conditions shall be governed and construed in accordance with the law of England
and Wales. If any provision shall be unlawful, void or for any reason unenforceable then that provision shall be
deemed severable and shall not affect the validity and enforceability of the remaining provisions.
B. GENERAL CONDITIONS RELATING TO THE PROVISION OF SERVICES
In the following Conditions unless the context otherwise requires the following terms shall have the following
"Bandwidth" the allocated transmission capacity, measured in bits per second, as specified in the relevant
"Bandwidth Provision" the provision of Bandwidth by aql;
"Bankruptcy or Insolvency Proceedings" bankruptcy proceedings, sequestration proceedings, becoming insolvent, making
any composition or arrangement with creditors or an assignment for their benefit, any execution, distress, diligence
or seizure, being the subject of proceedings for the appointment of an administrator, going into liquidation whether
voluntary or compulsory (except for the purpose of amalgamation or reconstruction) or having a receiver or
administrative receiver of any assets appointed;
"Contract" the contract for the provision of Services between aql and you incorporating these Conditions, the aql
Order Form (where completed by yourself and accepted by aql) and (where applicable) the Price List or as set out in
the applicable Separate Contract;
"Domain Name Registration" the submission of applications for the attempted registration of domain names by aql via
the relevant naming authority;
"Email Provision" the aql email service provided aql as detailed on the Website from time to time;
"Fee" the fees (including any applicable VAT) due for the provision of the Services as set out in the Price List or,
in the absence of provision in the Price List, the fees for the provision of the Services agreed between you and aql
as detailed in the applicable Order Form accepted aql in writing;
"General Conditions" the general conditions relating to the provision of services set out in Section B of these
"Hosting" the provision of hosting services by aql;
"Hosted Service" a service that is hosted by aql under its Hosting Service;
"Intellectual Property Rights" any and all intellectual property rights and similar rights including, without
limitation, patents, trade marks or trade names, service marks, brand names, registered designs, design rights,
rights in databases, Know-How, copyrights whether or not registered or capable of registration and whether
subsisting in the United Kingdom or any other part of the world together with all or any goodwill relating or
attached thereto and all extensions and renewals thereto;
"Know-How" any and all know-how, confidential information, experience, drawings, designs, source code, programs,
code, notes, flowcharts, other technical information including the benefit of obligations of confidentiality in
relation thereto howsoever arising;
"Minimum Contract Term" any minimum contract term applicable in respect of the provision of Services as specified in
the relevant Contract;
"Order Form" the aql on line order form;
"Price List" aql's published charges for the provision of the Services from time to time;
"Separate Contract" any separate contract for the provision of Services entered into you and aql;
"Services" the aql Service, the Domain Name Registration Service, Hosting, Bandwidth Provision, Email Provision, SMS
Service, Telecom Service, Webcam Installation Service and any other service or facility provided to you aql as
detailed on the relevant Order Form and/or as accessed or used you via the Website;
"Site" the premises or location at which a Service is or is to be provided
"SMS Service" aql's facilitation of the sending and/or receipt of SMS text messages via an internet or gsm based
interface to or from a mobile phone type device or emulation thereof;
"Specific Conditions" the specific conditions relating to the provision of specific categories of services set out in
Section C of these Conditions;
"Telecoms Service" the provision of voice and fax telephony services by aql;
"Webcam Installation Service" the provision of webcam installation and consulting services by aql.
2 Basis of Provision of Services
2.1 Save as provided in clauses 2.2 and 2.3 these General Conditions apply to each and any provision of Services to
you aql to the exclusion of all other conditions, agreements, understandings or arrangements not set out in the
2.2 The applicable Specific Conditions are also included in each Contract for the provision of Services.
2.3 Certain Services are provided aql on the terms of Separate Contracts. If you enter into a Separate Contract with
aql in relation to the provision of any Services the terms of that Separate Contract shall take priority over these
Conditions. The Services in relation to which aql currently uses Separate Contracts are server collocation, Webcam
Installation, Telecom Services and the provision of virtual server accounts (which excludes standard hosting
3 Fees and Payment
3.1 In consideration of the payment of the appropriate Fees, aql will provide the Services. The appropriate Fees for
the provision of Services are such Fees as are expressly agreed in writing you and aql in respect of the Services
or, in default of such agreement, such Fees as are calculated in accordance with the Price List in force at the time
you submit a completed Order Form for the provision of the Services to aql.
3.2 All Fees must be paid in full, upon receipt, without set off or deduction in UK pounds sterling either:
3.2.1 debit or credit card when you make your order if you complete an Order Form on line; or
3.2.2 payment of aql's invoice debit or credit card or cheque within 14 days of invoice date if you submit an Order
Form fax or post.
You can find details of the credit and debit cards that are accepted aql following the "order" link on the Website.
Please note that if
you make payment cheque and your bank returns the cheque to aql unpaid, you may be liable for an administrative fee
of ï¿½25. aql may also make an administrative charge for refunding credit card transactions.
3.3 Fees are quoted aql (whether in the Price List or otherwise) exclusive of Value Added Tax. If Value Added Tax is
applicable, you must pay it in addition to the quoted Fee at the rate prescribed law.
3.4 aql reserves the right to increase the Fees for Services in respect of which it has entered into a Contract with
you upon 14 days prior written notice to you.
3.5 Without prejudice to aql's other rights and remedies under these Conditions and/or at law, if any sum payable is
not paid on or before the due date, aql shall be entitled forthwith to:
3.5.1 withhold or, where provision of the Services has commenced, suspend the provision of Services to you;
3.5.2 charge interest (both before and after judgment) at a rate of 4% over the base rate from time to time of
Barclays Bank Plc on the overdue sum; and/or
3.5.3 charge you an administration fee in respect of time spent and costs incurred aql in taking steps to recover
payment of the due sums. aql also reserves the right in respect of Hosting and domain name registration renewals to
charge you a ï¿½25 reconnection charge if such services are suspended under this clause 3.5.
3.6 we reserve the right to attempt to recover monies for outstanding invoices by contacting the admin email address
or owner email address for the account, or by any other contact details we have been provided pertaining to that
3.7 aql reserves the right to charge a Fee for support or administration which is deemed by aql to be outside the
scope of normal services. This may include any support out of office hours, support or administration not directly
related to the restoration of a service affecting issue or loss of passwords. In any event, the final decision as to
whether support will be chargeable will lie with aql and notified to the customer in advance of provision of such
support. Fees will be charged per hour or part thereof and rates are available on request. The charge and payment of
the Fee does not constitute that the result of the support actions shall be correct or free from errors.
3.8 The Billing Party may in a separate invoice (containing the information referred to in these Billing Procedures)
backdated claims for amounts outstanding from a previous Billing Period which were not previously invoiced for
technical or other
reasons. For the avoidance of
doubt the failure of the Billed Party to collect any amount from any end user or other customer shall not constitute
reason for non payment of the Billing Party's invoice and the Billing Party shall not be liable for any amount which
Party fails to collect from customers.
3.9 We request that a valid VAT number is supplied prior to making payment should you believe you're exempt from VAT
payments in the United Kingdom. You may be required to request removal of VAT from subsequent invoices.
Unfortunately we do not offer refunds of paid VAT should it not have been requested to be removed prior to payment
being made and/or valid VAT number supplied.
4.1 aql warrants that it will provide the Services with reasonable care and skill.
4.2 All conditions, terms, warranties and representations, whether imposed statute, operation of law or otherwise,
that are not expressly stated in these Conditions are here excluded to the fullest extent permitted by law.
5 Intellectual Property Ownership
All Intellectual Property Rights in and to the Services provided aql are, as between you and aql, the property of and
shall vest in and be the property of aql.
6 Use of the Services
6.1 You represent, undertake and warrant to aql that you will use Services provided aql only for lawful purposes. In
particular, you represent, warrant and undertake that:
6.1.1 you will not use the Services in any manner which infringes any law or regulation or which infringes the rights
of or, causes annoyance, inconvenience or needless anxiety to any third party, nor will you authorise or permit any
other person to do so;
6.1.2 you will not use the Services to post, link to or transmit:
(a) any material which is unlawful, threatening, abusive, malicious, defamatory, obscene, pornographic, blasphemous,
profane or otherwise objectionable in any way;
(b) any material containing a virus or other hostile computer program; and/or
(c) any material which constitutes, or encourages the commission of, a criminal offence or which infringes any
intellectual property right;
6.1.3 (a) you will keep secure any identification, password and other confidential information relating to the
Services and shall notify aql immediately of any known or suspected unauthorised use of your account or breach of
security, including loss, theft or unauthorised disclosure of your password or other security information;
6.1.3 (b) the customer shall fully indemnify against any and all costs, claims, demands, losses, damages, expenses
without limitation, legal expenses) and liabilities of whatsoever nature suffered or incurred by (aq) relating to
any access or
attempted access or activity or malicious activity deemed to have originated from or associated with the Customers
of the Service.
Such origination may include the use of the Customers password or origination from the Customers IP address"
6.1.4 you will observe the procedures which aql may from time to time prescribe and shall make no use of the Services
which is detrimental to aql's other customers;
6.1.5 you will procure that the Services are used in accordance with all applicable legislation (including data
protection legislation) and in a secure manner;
6.1.6 (if you are an individual), you are using the services for business use and are at least 18 years of age;
6.1.7 (if you are a company), the Services will not be used anyone under the age of 18 years.
6.2 Whilst aql will use reasonable endeavours to ensure the integrity and security of the Services, aql does not
guarantee that the Services will be error or interruption free or free from unauthorised users or hackers.
6.3 aql may from time to time:
6.3.1 temporarily suspend part or all of the Services without notice for the purposes of repair, maintenance or
improvement. aql undertakes to use reasonable endeavours to restore the Services as soon as possible after any such
6.3.2 give instructions regarding the use of the Services which in aql's reasonable opinion are necessary in the
interests of safety or to maintain or improve the quality of the Services provided aql and any such instructions
shall, whilst they are in force, be deemed to form part of the Contract between You and aql; and/or
6.3.3 vary the technical specification of the Services for operational needs.
7.1 aql may terminate its Contract with you at any time, immediately upon written notice via post, email or SMS
message if you:
7.1.1 breach any term of the Contract; or
7.1.2 are subject to Insolvency Proceedings.
7.1.3 if aql consider your behaviour or interaction with any member of aql staff to be inappropriate or abusive. In
such an event, the final decision shall rest with aql without burden of proof.
7.1.4 refuse to comply with any of aql's prescribed methods of interacting with aql, which may change from time to
time to account for aql working practices, for example submitting support via support ticket.
7.2 Either you or aql may terminate your Contract at any time upon at least 30 days notice to the other expiring on
the last day of the Minimum Contract Term (if any) or at any time thereafter. If no Minimum Contract Term is
specified, the Minimum Contract Term shall be deemed to equal the period for which the services were purchased. The
notice to terminate shall take effect upon the last day of the notice period. In any event you must pay the Fees for
all Services provided to you up to and including the date of termination or the Minimum Contract Term whichever is
the later date.
7.3 aql reserves the right to terminate any Contract at any time (notwithstanding any Minimum Contract Term) giving
to you not less than 30 days prior written notice of termination. If aql terminates your Contract under this clause
7.3 it will refund any Fees that you have paid in advance for Services that, as a result of aql's termination of the
Contract, you will not receive.
7.4 Termination and/or expiry of your Contract is without prejudice to any rights and/or liabilities accrued as at
the date of expiration or termination.
7.5 On termination or suspension of Services under the Contract aql shall be entitled to immediately block any
website or Service provided to You or hosted for You aql as part of the Services and to remove all data located on
it. aql shall be entitled to delete all such data but aql may, at its discretion, hold such data for such period as
aql may decide, to allow you to collect it at your expense, subject to payment in full of any amount outstanding
under Contract and payable to aql. aql shall further be entitled to post such notice in respect of the
non-availability of such website as aql thinks fit.
Any notice to be given you or aql to the other may be sent either email, fax or recorded delivery to the address of
the other party as appearing in the relevant Contract (or, in the case of aql, as appearing on the Website) or such
other address as either party may from time to time have communicated to the other in writing. If sent email a
notice shall, unless the contrary is proved, be deemed to be received on the day it was sent or, if sent fax, shall
be deemed to be served on receipt of an error free transmission report or, if sent recorded delivery, shall be
deemed to be served two days following the date of posting.
9 Matters Beyond aql's Reasonable Control
aql is not liable for any breach of Contract or any delay or failure in its performance of any of its obligations
under a Contract when caused as a result of any matter beyond its reasonable control including, but not limited to,
war, civil disorder, industrial disputes, adverse or extreme weather, acts of local or central government or other
competent authorities or failure of other service providers, registries or other suppliers.
10.1 aql shall not in any way be liable for any loss of profits, anticipated savings, goodwill or business
opportunity, for the loss, corruption or destruction of data, for injury to reputation or third party losses or for
indirect, consequential or special loss or damage regardless of form of action, whether in tort (including
negligence) contract, strict liability or otherwise and regardless of whether aql knew or had reason to know of the
possibility of the loss, injury or damage in question.
10.2 Nothing in these Conditions shall operate so as to exclude aql's liability for death or personal injury
resulting from its negligence or for fraudulent misrepresentation.
10.3 aql's total aggregate liability under any Contract for any claim arising out of or in connection with the
provision of the Services shall be limited to the Fees paid you in respect of the Services which are the subject of
any such claim.
10.4 In any event no claim shall be brought against aql unless you notify aql of the claim within two years of it
You shall indemnify and hold aql harmless from and against any breach you of these Conditions and/or the terms of any
Contract and any claim brought against aql a third party resulting from the provision of Services to you and your
use of the Services other than in accordance with the terms of these Conditions and the applicable Contract.
The failure or delay of aql to enforce or exercise, at any time or for any period of time, any term of or any right,
power or privilege arising pursuant to the Contract does not constitute and shall not be construed as a waiver of
such term or right and shall in no way affect aql's right later to enforce or exercise it. No single or partial
exercise of any remedy, right, power or privilege preclude any further exercise of the same or the exercise of any
other remedy, right, power or privilege.
The invalidity or unenforceability of any term of or any right arising pursuant to this Agreement shall not in any
way affect the remaining terms or rights which shall be construed as if such invalid or unenforceable term or right
did not exist.
14 Third Party Rights
Nothing in this Agreement shall be construed so as to confer any benefit or impose any obligation upon any person who
is not a party to it whether under the Contracts (Right of Third Parties) Act 1999 or otherwise.
The headings in these Conditions are for ease of reference only and shall not affect the interpretation of the
All documentation and correspondence in connection with this Agreement shall be in the English language.
17 Law and Jurisdiction
The construction, validity and performance of these Conditions and each and every Contract is governed the law of
England and Wales and the parties accept the exclusive jurisdiction of the courts of England and Wales.
18 Non-solicitation of Employees
You agree that you shall not on your own account or in partnership or association with any person, firm, company or
organisation for the
duration of this agreement and for a period of six (6) months thereafter, directly or indirectly solicit, entice
away, employ or engage (or
endeavour to do the same) any employees of aql who were involved in the performance of its obligations under this
agreement without the
prior written consent of aql.
C. SPECIFIC CONDITIONS
19 Specific Conditions applicable to Domain Name Registration
18.1 You acknowledge that despite aql's acceptance of any order for a domain name aql does not warrant or represent
that the domain name you wish to register is or will continue to be available for use and registration and (save as
provided in clause 4.1) accepts no liability in respect of the registration or failed registration of your domain
name or your use thereof.
18.2 The registration and use of your domain name is subject to the terms and conditions of use applied the relevant
naming authority including (but not limited to) those relating to renewal of registrations (see below). You must
ensure that you are aware of those terms and conditions and that you comply with them.
18.3 aql does not monitor and accepts no liability in relation to the renewal of the registration of your chosen
domain name. It is your responsibility to arrange for the renewal of the registration of your domain name either
with aql or with the relevant naming authority as and when required. If you do not make such arrangements the
registration of your domain name will lapse.
18.4 aql makes its best efforts to raise a renewal invoice for domains in a timely manner. However, it is the
responsibility of the registrant to monitor the status of their domain independantly of any information provided by
aql. aql shall not be liable for any costs or losses associated with non-registration or non-renewal due to
non-receipt of invoice or for errors or omissions within an invoice or for lack of communication or errors in
communication with You, the registrant or customer.
20 Specific Conditions applicable to Hosting
19.1 aql makes no representation, gives no warranty as to and accepts no liability in relation to your use of the
Hosting Service, the accuracy or quality of information received any person via the Hosting Service and/or any loss
of or damage to any data stored or transferred via the Hosting Service.
19.2 Any access to other networks connected to the Hosted Service must comply with the rules appropriate for those
other networks. This specifically, but not exclusively, includes NSFNET, GLOBIX, INSNET, XO, CLARA, GSX Networks,
entanet, tiscali, (aq) Networks Limited, RIPE, Telehouse UK limited and Telecity Redbus Limited.
19.3 Save as provided below the maximum amount of data transfer allowed through the Hosted Service (without incurring
an excess charge)
will be 500 Megabytes (MB) per calendar month per 10 Megabytes (MB) of server space leased. The maximum Bandwidth of
any Hosted Service
shall not exceed an average of 64kbps over 24 hours without prior written approval of aql. Excess data transfer may
be permitted at the
discretion of aql, charged at ï¿½0.05 per Megabyte over the monthly quota payable upon receipt of an aql invoice.
19.4 If, as part of the Hosted Service, webspace is provided free of charge, the total (all protocols) data transfer
shall not exceed 200 Megabytes (MB) per calender month. Any excess will be entirely at aql's discretion and will be
charged at ï¿½0.05 per Megabyte over the monthly quota payable upon receipt of an aql invoice.
21 Specific Conditions applicable to Email Provision, Telecom Services and SMS Services
20.1 aql makes no representation, gives no warranty as to and accepts no liability in relation to your use of the
Email Provision, Telecom Services and/or SMS Services the accuracy or quality of information received any person via
the Email Provision, Telecom Services and/or SMS Services and/or any loss of or damage to any data stored or
transferred via the Email Provision, Telecom Services and/or SMS Services.
20.2 aql reserves the right to suspend any SMS account if it remains unused (namely if no outbound messages are sent)
for a period of three months and delete any remaining credit balance, without refund. In the case where an account
is active but credits remain unused after a period of twelve months or greater, aql reserves the right to remove any
unused credits from the balance of the account without refund.
20.3 Under normal circumstances one message credit is consumed per message delivery or attempted delivery. aql
reserve the right to charge internetworking or network termination fees or to deduct messages from an sms account
balance of equivalent value to any internetworking or termination fees due. aql reserve the right, without notice,
to change the number of message credits used per delivery of an SMS message or to charge more than one credit for
longer SMS messages.
20.4 message credits are non-refundable under any and all circumstances. In the case of non-delivery, if
investigation as to the cause of the non-delivery is required, the customer must agree to pay any administrative
charges levied by the delivering mobile network incurred by the investigation. Such charges may be estimated by aql
and charged in advance, with any refunds made after the final costs have been levied by the mobile network
concerned. In any event, the outcome of such investigations will not result in the refund of any credits relating to
20.5 inbound sms : in absence of any other agreement, aql reserves the right to suspend any accounts where the amount
of incoming or outgoing messages impinges on the provision of services to other users. In such instances the
accountholder will be given an opportunity for compliance.
20.6 By purchasing our Voice over IP (VoIP) telephony services you understand that:
20.6.1 you may not get quality or reliability comparable to a conventional PSTN phone line and specifically, aql does
not offer any
warranty or assurances of same;
20.6.2. may sometimes be unavailable as a result of things over which aql have no control, for example, the weather,
and failures of your internet service provider (ISP) or broadband connection and you understand that in such
circumstances all services
(including 999/112 public emergency call services) will also be unavailable.
20.6.3 Connectivity to the public emergency services is subject to 20.6.2 above and the phone number and location
details will need to be provided verbally to the operator.
20.6.4. Where you use your VoIP service outside of mainland England, Wales, Scotland and Northern Ireland, you may
not be connected to
the domestic emergency services upon dialling the appropriate emergency number.
20.6.5. Emergency operators and authorities may or may not be able to identify your phone number in order to call you
back if the call is unable to be completed, is dropped or disconnected, or if you are unable to speak to tell them
your phone number and/or if the service is not operational for any reason, Emergency operators and authorities may
also not be able to hold your line open in the event that you hang up.
20.6.6. You agree to inform potential users of the services of the above limitations and you understand and accept
that you should always have an alternative means of accessing 999/112 emergency services.
20.6.7. If aql suspends or terminates the service you may NOT be able to dial 999/112. In the event that you do not
have any remaining
credit on your aql account, you will still be able to make 999/112 calls.
20.6.8. in very limited circumstances, where a specific type of non-voice related service is on the line, you may not
be able to port
your number away from aql and where it is possible, a porting charge may be made by aql.
20.6.9. inbound fax services may not always be available nor compatible with all sending fax equipment.
20.6.10. outbound fax services may not be compatible with all document types.
20.6.11. If your aql account or telephone number is terminated or suspended for any reason you may not be able to use
VoIP credit. No refund of unused VoIP credit will be given. Nor can remaining credit be allocated against
outstanding invoices or
used as payment for another service.
aql is a registered data controller under the Data Protection Act - registration number X4464172. Many of aql's
employees are vetted and security cleared up to government top secret - we take your data security seriously.
When you use the Website you may be asked to provide aql with personal information such as your name, address, phone
number, email address and credit/debit card details. aql is committed to protecting your privacy and this privacy
policy governs how aql will use such information.
aql will use your personal information in accordance with the Data Protection Act 1998. Information about you will be
used to process your order and to provide you with the best possible service, including dealing with your queries
and sending you information about changes in the aql service.
aql will not release, offer or sell your personal information to third parties without first seeking your consent,
except that you here consent to your personal information being transferred to any third party acquiring
substantially all of aql's assets.
The information aql holds will be accurate and up to date. You are entitled to ask for a copy of your personal
information (for which aql may charge a small fee) and to ask aql to correct any inaccuracies or update your
personal information at any time contacting aql at (aq) Limited, 13-15 Hunslet Road, Leeds, LS10 1JQ or by raising a
support ticket via our online support portal.
aql may need to transfer your personal information to countries that do not provide the same level of data protection
as is required in the UK. aql will transfer your personal information only in accordance with the relevant
provisions of the Data Protection Act 1998. submitting your personal information to aql you consent to such
aql may use technology to track the patterns of behaviour of visitors to the aql website, such as "cookies" which
would be stored on your browser. Cookies can store information about your preferences on a particular site and can
provide useful features. These cookies have a finite lifetime and do not store or pass any credit card information
to learn more about these functions.
liability for these sites.
information, you can
contact aql at 13-15 Hunslet Road, Leeds, LS10 1JQ or email us at email@example.com.
E. COMPLAINTS AND DISPUTE RESOLUTION
aql are committed to providing excellent service and endeavour to deal with any complaint fairly and within a
reasonable period of time.
However, should a customer remain dissatisfied with any aspect of our service, they are welcomed to contact us
whereupon we will do our
utmost to resolve the problem as quickly as is reasonably practicable. We operate a complaints procedure to help
ensure that any complaints
are dealt with efficiently and to your satisfaction.
Should you wish to receive a hard copy of this Complaints and Dispute Resolution procedure, please email your
request to firstname.lastname@example.org.
If you have a problem with the way we have sold, provisioned or delivered the service to you, you should:
- In the first instance, telephone us on 01133 20 30 40 or write via email to email@example.com.
We aim to respond to you within 24 hours. Please ensure you retain the reference number for your conversation.
Our customer service staff
will do their utmost to successfully resolve any problems at that point. If, however, your problem cannot be
resolved during the
phone call, we will agree a course of action with you. If you remain unhappy with the way in which your
complaint has been handed
in the first instance, you may contact the Customer Service Manager via firstname.lastname@example.org
mentioning your case reference number.
They will respond and aim to resolve your complaint within 48 hours.
- If the Customer Service Manager is unable to resolve the issue to your satisfaction, you may escalate your
concern to the Commercial
Director and again if unsuccessful, to the Managing Director by emailing email@example.com.
both cases, they will aim to respond to you within 48 hours.
- If you have a complaint regarding domain abuse, please email us at firstname.lastname@example.org.
- Please note that in all cases, we ask that you mention your incident reference number in all correspondence, and
that you work with our
management team to resolve your concern. In the unlikely event that your complaint has not been resolved by aql
to your satisfaction within
a period of eight weeks, or if during the process of investigating your complaint you believe the situation has
reached a deadlock, you may
refer your complaint to CISAS for independent consideration. CISAS will make an independent decision based
entirely on the merits of the
Customers may contact CISAS directly:
24 Angel Gate
or via their website: http://www.cisas.org.uk/