Consumer Code of Practice on Complaint Handling and Dispute Resolution for Domestic and Small Business Customers (the "Code")
RingCentral’s Code of Practice for Small Business Customers
This Code of Practice is published by RingCentral UK Ltd. and does not remove any of your legal rights as a customer or form part of the contract between you and RingCentral.
1. Ring Central
“RingCentral” means RingCentral UK Ltd., an English registered company.
RingCentral provides telecommunication and facsimile services, downloadable RingCentral Call Controller™, mobile phone/tablet software, and RingCentral service web pages to small- and medium-sized businesses (the “Services”).
RingCentral offers a range of Service plans (Plans). Our choice of Plans allow you to make local and international calls and provide additional features including, but not limited to, free monthly plan minutes, caller extensions, an online management centre, auto-receptionist, voicemail with free email delivery, call diversion, call management, and internet-to-fax email. A full list of our Plans and tariffs can be viewed at http://www.ringcentral.co.uk/plansandpricing.html. Alternatively you may call our sales team on 0800 098 8136 to request Plan and tariff information
Some Plans may include credits, bonus minutes and other promotional incentives, none of which have any monetary value. All credits, bonus minutes and other promotional incentives are personal to you and your Account and may not be sold, transferred, assigned or used by another user or with another user’s Account. Upon termination of a Plan or your Account all credit, bonus minutes and other promotional incentives associated with that Plan or Account shall expire.
3. Standard Contract Conditions
You are responsible for paying all charges for your account with RingCentral (your “Account”), including but not limited to, freephone, local, long distance and directory assistance charges and all taxes, fees, and surcharges imposed on you or us as a result of your use of the Service.
Please see Section 5 for information on cancellation and renewal of your Account.
4. Termination By RingCentral
Any free services provided by RingCentral that involve creating a unique account are personal to you, and you are only allowed one free RingCentral account. If RingCentral determines, in its sole discretion, that multiple free accounts have been created by you, RingCentral reserves the right to immediately disconnect or modify any or all of your accounts. RingCentral will endeavour to provide you with reasonable notice before disconnecting or modifying your accounts.
To maintain or improve the Services, to prevent fraud, or for any other reason determined by RingCentral in its sole discretion, RingCentral may restrict, suspend, terminate or modify your Service with or without notice.
Upon any termination in accordance with the foregoing, RingCentral may immediately deactivate or delete your Account and all related information and files in your Account, reassign any telephone numbers associated with the account, and/or bar any further access to such files, information, or the Services.
RingCentral shall not be liable to you or any third party for any reason for terminating your use or access to Services due to breach of the End User License Agreement and Terms of Service, breach of any other agreement with RingCentral, or non-payment of fees for Services.
Outbound calling credit purchased by you will remain effective and shall not expire for as long as your Account is active and in good standing, as determined by RingCentral in its sole discretion.
Other than as set forth in Section 5, if you or RingCentral terminate your right to use the Service, you shall not be entitled to any refund or pro ration of any pre-paid amounts or credits.
RingCentral also reserves the right to charge termination and transfer fees consistent with each plan's terms and conditions.
5. Termination By You
If you enter into a monthly plan with RingCentral, your Account will automatically renew each month. You may cancel your plan at any time by contacting RingCentral at 0800 014 8091. After cancelling, you will not be entitled to a refund of any unused portions of prepaid charges.
If you enter into an annual prepaid plan with RingCentral, you may cancel during the first thirty (30) days of the plan for a prorated refund (the “30-Day Cancellation Period”). If, after thirty (30) days from when you first sign up, you cancel prior to the end of the one-year period, you will not be entitled to any refunds of prepaid charges, including without limitation the one year of service for which you prepaid at sign-up. At end of one (1) year and each year thereafter, your Account will automatically renew for another year at the current price for your service at the time of renewal. If at any time you do not wish for your Account to renew, please contact RingCentral at 0800 014 8091 at least thirty (30) days prior to the date of renewal. For the avoidance of doubt, there is no 30-Day Cancellation Period during renewal years.
If you enter into a contractual plan with RingCentral, your ability to cancel your plan and terms of renewal will be governed by your contract. Please consult your contract or contact RingCentral at 0800 014 8091 for more details.
7. Billing and Payment
Any applicable initiation charges, usage and monthly recurring charges and fees are billed in full in advance. Termination and transfer charges are billed in arrears. Upon termination of your Account for any reason, all unused credits and pre-paid minutes shall expire in their entirety and no refund or pro-ration shall be made for any unused credits, minutes or any remaining periods/months on a pre-paid Service plan. Customers with past due balance on previous or multiple accounts will be charged the full balance upon opening a new account or updating their credit/debit card on file.
If you are a VoIP subscriber and/or you were supplied hardware from us free of charge or at a discounted price and your Account is terminated for any reason prior to the end of your first year of service, you hereby authorize us to immediately bill your credit/debit card the full list-price of the hardware (if the hardware was provided for free) or for the balance of the list-price of the hardware (if the hardware was sold to you at a discounted price) if such hardware is not returned to and received by RingCentral in good working condition within twenty-one (21) days of cancellation or disconnection.
We make every effort to ensure that our customers are happy with the level of service, and the products and services they receive from us. However, despite our best efforts, we understand that things can go wrong. We take customer complaints very seriously, and we aim to resolve them quickly and efficiently. If you have a complaint about any part of our service, please contact our Customer Service Team on 0800 014 8091. Our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information disclosed. To ensure the protection of your privacy, we may ask you questions to confirm that we are speaking to the right person.
You may also send your complaint to us in writing to:
85 Uxbridge Road, 2nd Floor
London, W5 5TH
We will try to resolve your complaint quickly and efficiently and keep you informed of any progress of developments at all times. If your complaint has been outstanding for more than eight (8) weeks or you have received a letter from us saying that you complaint has reached "deadlock", then you may ask for help from CISAS
CISAS is an independent organisation which is approved by Ofcom to provide alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communication providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at all facts given to them before deciding any action that may be required to put things right. CISAS' contact details are:
24 Angel Gate
London EC1V 2PT
Tel: 020 7520 3827
Fax: 020 7520 3829
Notice of any billing disputes must be in writing with reasonable detail and received by us at our address above (Attn: Accounting) within one (1) year of the date of the disputed charge or you will irrevocably waive any objection.
9. Compensation For a Delay in Porting Your Number
We use our best efforts to facilitate number transfers or port requests provided it is reasonably practicable to do so. If it is practicable for us to port your number and we have delayed the porting of your number within the time required by law or regulation, or we have failed to follow industry practice in the porting of your number, you will be entitled to reasonable compensation for such delay or failure to follow industry practice. If you wish to claim compensation for a delay in the porting of your number, please contact our Customer Service Team on 0800 014 8091 or write to us at RingCentral, Inc., 85 Uxbridge Road, 2nd Floor, Ealing, London, W5 5TH.
10. Services for Customers with Disabilities
We provide a range of assistance services for customers with disabilities including:
- Priority access to the Customer Service Team at 0800 014 8091
- Priority fault repair and assistance
- Copies of this Code in larger print.
If you wish to discuss any special communications requirements you may require please contact our Customer Service Team at 0800 014 8091.
11. Contact Us
0800 014 8091
Hours: 24 x 7 for Premium and Enterprise customers, 5 am to 6 pm GMT for Standard customers
0800 098 8136
Hours 8 am – 6 pm GMT
Alternatively you can write to us at:
85 Uxbridge Road, 2nd Floor
London, W5 5TH