General Terms

We try to keep things fair, simple and transparent.

At the same time there has to be rules – both as a legal requirement and as a duty to you, our other customers and our staff. We also don’t believe that terms and conditions should be several pages of legal baffle, so we try to keep things in plain English where we can. These terms apply to services provided by us, MacAce and MacMate.

General Abbreviated Rules for all services:

  1. We will notify you within 30 days of any price increases or service changes by way of email to the registered address we have on file for you.
  2. We do not tolerate any abuse of our network in any way. This includes using our systems or services for spam or any other form of illegal activity. We reserve the right to terminate your accounts immediately should we find this. We actively work with anti-spam agencies and the authorities relating to illegal internet use like child pornography, child abuse, animal cruelty etc.
  3. We do not monitor individual emails, web usage or content and believe in your rights to freedom of internet use. However, we do monitor usage patterns of users and groups of users in order to manage our own usage policies. We also adhere to legal guidelines to provide information to authorities only if they have the necessary legal right and/or court order to request this.
  4. We do not have access to your passwords or payment details – these are all encrypted, even to us. We will require proof of identity by means of sample questions under circumstance where information may be sensitive (e.g., billing, password changes etc).
  5. We will not share your personal information, including email address, with anyone else. All data we store is in compliance of the Data Protection Act and is securely encrypted at all times.
  6. We will refund monies to you at the appropriate pro-rata rate based on the terms of the service you have with us.
  7. We reserve the right to charge interest at 1% per month on outstanding amounts. Payment for our services are generally in advance.
  8. We will not terminate your services unless we have failed to gain a response from you within a reasonable time frame. Services will be permitted to continue in the interest of maintaining your services and not to inconvenience you where possible.

If you have any queries, concerns or issues please contact us as we are always happy to help in any way we can. As member of ISPA – the Internet Service Providers Association – we have third party arbitration services and ISPA have their own complaints procedure – full details can be found on our dispute policy page.

Email Terms and Conditions

There’s nothing hidden or any rules that a reasonable person wouldn’t expect. We try to be fair in terms of credit control, usage tolerance and migrations away and will always act in a manner fair to both you and us as a company.

In addition to our general abbreviated terms and our full legal terms and conditions:

  1. Payment for all email services, unless agreed otherwise, is in advance. Normally paid at least 7 days prior to the renewal date to allow for any problems.
  2. Contract terms depend on the payment option chosen, monthly or annually. If you pay monthly, your contract is 30 days rolling. If you pay annually (discounted) your contract is 1 year rolling. Terminating email service requires 14 days notice before your billing period end. There are no part-month or part-year refunds.
  3. We require 14 days notice of termination notice prior to your renewal date to avoid being charged for the following period. This can be from the primary email account but we recommend recorded mail.
  4. If you opted to pay by credit card you are agreeing to continuous authority to charge the card we hold on file (securely) until the service or contract is terminated
  5. We do not permit spamming in any way shape or form. If you are sending bulk emails they should be in compliant with UK law. We operate a responsible mail system and so have limits on the number of emails you can send each day and a 50 recipient CC/BCC maximum.
  6. As part of our anti-spam monitoring, we reserve the right to suspend an account should any spam-like activity be detected.
  7. We do not charge for card declines, standing order declines or cheque bounces at present. However, should this happen on more than 3 occasions per year we reserve to right to then charge £20 per incident. Incorrect chargebacks on your card will be charged at £20 per incident (our costs)
  8. We do not accept liability for loss or loss arising from failure to receive or send emails but will do everything we can to trace and correct any issues.
  9. We do not keep archived backups of you email box. Our live mirror is just that, a mirror backup of the live state of your account. If you delete email from your account, it is gone forever. We can advise on email backup strategies to avoid this.
  10. We reserve to right to ask any email account, giving them 30 days notice, to move their email to another provider for any reason we see fit (whilst this will only be in extreme cases). We will refund any full months paid. We will terminate accounts without notice for users sending spam or using their email or hosting facilities for illegal activities without refund.

Reliability of Email

In reality email is never a perfect science or system. Email can get lost (very very rare) or can get wrongly identified as spam. Whilst we do everything we can to prevent any errors, it is possible. We log all email traffic for 90 days and can trace everything within our network based on the Email headers (we do not store the body of emails, log it’s contents, log filtering of content – outside of the emails being stored within your own account folders on our server).

Privacy

We don’t have direct access to the content of your emails or password, therefore no-one else can access them without your username and password.

We are often asked if emails can be intercepted on the internet or indeed if we can read peoples emails. Just like normal mail, the answer to both is yes. However, our staff cannot easily read the content of your emails on their systems but can see the headers (to, from, subject, dates and size information). It’s incredibly difficult for us to then read the body of your emails but it is possible. It does not happen though – we deal with millions of emails per day and staff are not permitted to use any methods to read the email content (only key members have staff have the actual ability to do this and it has to be approved by senior management and for very good reason or a court order). If you don’t want email to be intercepted on the internet itself then you should use encryption software. SSL encryption, which our system uses, only works if the recipients email system uses SSL or TLS too. If this is the case, the email body is encrypted from end to end and cannot be read until it reaches the recipient. If you want advice about how to make your email more secure, please contact us.

Domain Registration and Conditions

There’s nothing hidden or any rules that a reasonable person wouldn’t expect. Please see specific guideline for UK and international domain names below also.

In addition to our general abbreviated terms and our full legal terms and conditions:

  1. Payment for domain registration and renewal is annually (or more if you select a longer period) in advance and must be paid prior to renewal.
  2. The default setting for our billing system is for domain auto-renewal set to on. You can change this on each domain.
  3. You will receive a renewal reminder 30 days and 14 days prior to renewal. Unless you have auto-renew turned on and a valid payment method set up, your domain will not be renewed when it expires and may be registered by someone else.
  4. Once registered the domain belongs to you and is registered in your name. Whilst we will be the admin and technical contact for you for the domain you are free to move it anywhere you like and we will not charge you to move your domain away from us.
  5. You can choose to protect the information our registrar’s publish on their whois information by upgrading to privacy options on your domains. Please see our price list for details of these charges.
  6. We do not permit registering of domains for illegal purposes.
  7. Domain names cannot be changed or refunded once registered for you.
  8. You can transfer any domain away from us as a registrar free of charge. We will not transfer domains if your account has any balance outstanding.

Nominet-specific terms (for .co.uk and other .uk domains)

In addition to our terms an conditions as registrars for your domain name you must also agree to the Nominet terms and conditions, available here. Nominet are a not-for-profit organisation in charge of dealing with all .uk domain names for the UK. MacAce.net are members of Nominet and adhere to their codes of practice.

Other terms

Likewise other countries have terms and conditions for the registration of their national domains (like .it for italy or .fr for france etc). Registration of other domains are also subject to acceptance the relevant terms and conditions applicable for that country or registrar.

Privacy Statement

Revised July 22nd 2016

We are a strong believer in protecting your data and ensuring your privacy. MacAce will never share your information with other companies and all information will be treated in the strictest of confidence. Most of the data we held, particularly all of the personal information, is encrypted and stored in secure data centres.

  1. MacAce (“We”, “Our”, “The Company” or “Us”) whose address is Westcountry House, Victoria Square, Bodmin, Cornwall PL31 1EB UK.. This statement describes Our policy and practices with regard to processing of Personal Information (as defined below) on Our Web site, with URL www.macace.net or within the domain of macace.net, macace.co.uk or macace.com (“our Website/s”). Our principal activities involve providing Internet access, website hosting, email, telecoms and other related activities to residential and business customers. Our privacy policy covers Us and the Site.
  2. “Personal Information” means information that relates to a living individual who can be identified from that information or from that information together with other information which is held by or is likely to be held by Us.
  3. It is Our policy to take all necessary steps to ensure that Personal Information held by Us is processed fairly and lawfully. We will take all necessary steps to implement this policy. All Our employees and data processors who have access to Personal Information are obliged to respect the confidentiality of your Personal Information.
  4. It is Our policy to ensure that all relevant statutory requirements are complied with, including the eight Data Protection Principles contained in the Data Protection Act 1998 (“the Act”), and to monitor Our internal procedures periodically to ensure compliance.
  5. You can access the Site home page and browse the Site without disclosing Personal Information.
  6. In order to provide some of the services offered by the Site (“the Services”), We need to hold certain Personal Information including your name, telephone number, e-mail address and credit card details. Except to the extent that We are required or permitted by law, any Personal Information which We collect will be used solely for the purpose of providing the Services, and We will not hold it for any longer than is necessary for this purpose.
  7. We may collect Personal Information that you volunteer while using the Site and/or the Services. This information may be used by Us to notify you about important changes to the Site, new services and other information we think you may find interesting. Where We collect such information, We make clear the nature of the information and the purposes for which it is used and We offer you the choice to opt-out of receiving such information.
  8. We do not knowingly collect Personal Information from persons under the age of 16.
  9. When you view the Site, We may store some information on your computer. This will be in the form of a “cookie” file, which will enable Us to tailor the Site to match your interests and preferences. The “cookie” file will not contain any data personal to you. Your Internet browser may allow you to erase the “cookie” file, block all “cookies” or receive a warning before a “cookie” is stored. Please refer to your browser instructions.
  10. Personal Information may be transferred to countries outside the European Economic Area in order to facilitate the performance of the Services. In using the Services you consent to such a transfer.
  11. We will monitor on an ongoing basis compliance with the provisions of the Act by third party processors of Personal Information held by Us.
  12. We may from time to time use your Personal Information to send you information by telephone, e-mail or letter about services We offer.
  13. You can find out what Personal Information we hold about you by writing to us at the above address
  14. If any of the Personal Information that We hold about you is incorrect or needs updating, or if you want Us to delete any Personal Information, please contact Us at the above address. We may request that you provide further information and identification to enable us to comply with this request.
  15. We will not sell, trade or give away any of your personally information to any third party except in the case of the sale or part sale of our business. This may include sale or transfer of the company or part of the company to countries outside of the European Economic Area.

In using this website and/or our services you consent to the above use of your Personal Information.

If you have any queries, concerns or issues please contact us as we are always happy to help in any way we can.


Use of cookies

Revised July 22nd 2016

The www.macace.net site does not store cookies or tracking information on your computer, nor does it gather any personal information that identifiable to you. We use Google Analytics to track visitors and usage patterns and as such each visit is anonymously logged with Google Analytics and such data as browser type, screen resolution, IP, OS, page views etc are recorded.

Some of our customer sites, including billing.macace.net, my.macace.net and mail.macace.net allow cookies to be stored purely for identification and automatic login. By accessing these sites you are agreeing to the use of cookies in this way.

Code of Practice

Revised Jully 22nd 2016

  1. About Us
    MacAce was established in 1996 as an Internet provider for Mac users – launched as “The Mac Only Internet Provider”. We provide high quality and reliable internet services, including broadband, email, hosting and backup, as well as telecoms and support services primarily to Mac-based individuals and businesses. Acclaimed by the Mac press over the years we’ve developed a reputation for friendly, knowledgeable support and impeccably reliable internet services. We’ve developed our own network and hosting platform and have a unique double live mirroring of all of our systems for ultimate fault redundancy. Our mirrors span our primary and secondary datacentres, located both 200 miles apart in the UK.
  2. The purpose of the Code
    The purpose of this Code of Practice is to provide full information about your relationship with us.
  3. Contact details
    Our contact details can be found at here: MacAce is a member of ISPA (http://www.ispa.org.uk/) whose contact details are as follows: Internet Services Providers’ Association, UK 23 Palace Street London SW1E 5HW Telephone: (44) 020 7233 7234 Fax: (44) 020 7233 7294 E-mail: admin@ispa.org.uk MacAce.net is regulated by OFCOM (http://www.ofcom.org.uk/) whose contact details are as follows: Ofcom Contact Centre Riverside House 2a Southwark Bridge Road London SE1 9HA Tel: 0845 456 3000 or 020 7981 3040 Fax: 0845 456 3333 E-mail: contact@ofcom.org.uk
  4. General philosophy
    It’s about reliable internet and good support for Mac users. We provide services to the standard we’d expect ourselves and beyond. We aim to innovate in our approach to Internet products and customer service and support.
  5. Range of services
    Aimed at both residential and business users, our full range of internet and telephony products can be found on our website at http://www.macace.net
  6. Customer Services
    • Ordering Products and Services
      Most of our services can be ordered online at our website (www.macace.net), by calling our sales team or by dropping into our office. Contact details available below.
    • Charges
      Full tariff information can be found on our website (www.macace.net), and downloaded in PDF form from each section. Customers can also contact our Accounts or Sales teams to receive this information by email or post. The following payment methods are accepted: All major credit cards, Debit Card (except Visa Electron), Cheque, BACS transfer, Direct Debit and Standing Order. Cash payments payments are not accepted. Full itemisation is available on invoices. All products and services are made as a single supply; your account may be suspended or closed if any sum due for a product or service is unpaid or is in arrears.
    • Faults
      Although we attempt to provide all customers with the best possible service, we can not guarantee that products and services will never be faulty. However, we will correct all reported faults as soon as we reasonably can. If there is a fault with your service, you should report it as soon as possible by telephoning our Support team on 01208 220018 or e-mailing us at support@macace.net. Where applicable, information about the target time to fix faults is covered in the Service Level Agreement for the product in question.
    • Complaints
      MacAce’s complaint handling process can be found at http://macace.net/legal/dispute.php In the event that a dispute can not be resolved through the normal complaints procedure, complaints will be referred to our Dispute resolution process. We are registered with the Ombudsman Service and abide by their dispute resolution process.
    • Terminating contracts
      We reserve the right to disconnect or suspend services in accordance with our terms and conditions, which can be found at http://macace.net/legal/ Customers have the ability to cancel services by email or in writing (fax/letter). Minimum term details and notification periods can be found in our terms and conditions at http://macace.net/legal/
  7. Your rights/obligations
    General terms and conditions can be found at http://macace.net/legal/ together with product specific terms and conditions under the relevant link there. You can find details on how we handle Data Protection in our terms and conditions (see above).
  8. Communication with customers
    Details on how we communicate with customers can be found in our terms and conditions. MacAce.net adheres to marketing /sales guidance dictated by OFCOM and ISPA. We will make all legal documents available (including this Code of Practice) via the Web, in hard-copy paper format on request, and we will cater for special needs requirements on request. We will endeavour to use plain English wherever possible.
  9. Social Responsibility
    Provision for the protection or support of, and protection or support for, vulnerable groups – e.g. minors, disabled and elderly consumers – and our policy regarding malicious calls, is covered in our terms and conditions, available at http://macace.net/legal/ or by contacting us.
  10. Approval and Review of Code(s)
    The code will be reviewed on a regular basis in accordance with OFCOM requirements.

Contact Details for MacAce:

Customer Services: MacAce.net, Westcountry House, Victoria Square, Bodmin, Cornwall. PL31 1EB, UK.
Telephone: 01208 220010 Email: customerservices@macace.net

We'll try to resolve things to be fair on both you and us

We appreciate that sometimes things can go wrong and are very proud of our customer care. But if you do have an issue or complaint please follow the procedure below and we’ll try to resolve it as quickly and reasonably as possible. Should you not be satisfied with our response you can contact Ombudsman Service for independent dispute resolution, or contact ISPA for assistance (Broadband and Telephony only).

Complaints procedure:

Your first port of call should be the sales person or support engineer you have been dealing with. Explain your problem or issue over the telephone or by email. We aim to respond to all emails with 4 hours. Our policy is always to help as much as possible and it’s not always a particular member of our staff’s fault if something does go wrong.

If this is not working for you please outline the full history of the problem in an email or letter addressed to our customer services team who will investigate fully and respond within 48hours. We aim to resolve escalated cases within 5 days. Email compaints@macace.net. A member of our management team will contact all persons involved and collect all correspondence and try to resolve the issue with you.

If you are still unhappy with things you can contact Ombudsman Services for dispute resolution at the website or address below. This is a free service for instances where we are unable to resolve an issue to your complete satisfaction or for complaints that have been open for more than 8 weeks. Prior to 8 weeks, you will require a “deadlock” letter or email from us in order to proceed with dispute resolution (ADR) service. Of course, we will do everything we can to solve the problem for you anyway and place great importance and pride in dealing with disputes, queries and problems internally in a fair and professional manner.

Contact Details for MacAce:

Customer Services, MacAce, Westcountry House, Victoria Square, Bodmin, Cornwall PL31 1EB
Telephone: 01208 220010
Email: customerservices@macace.net

Contact Details for ISPA:

The Internet Service Providers’ Association, UK 28 Broadway, London SW1H 9JX
Telephone: 0870 050 0710
www.ispa.org.uk

Contact Details for Ombudsman Services (our ADR):

Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU
Telephone: 0330 440 1614
http://www.ombudsman-services.org

Contact Details for Nominet:

Nominet, Minerva Housem Edmund Halley Road, Oxford Science Park, Oxford. OX4 4DQ
Telephone: 01865 332348
Email: drs@nominet.org.uk
www.nominet.org.uk