General Acceptable Use Policy

Buyer/customers
Customer Support
Net Abuse
Reports of Abuse
Joint Statement
Use of legal powers
Conveying the Policy to Customers and General Public
Customer Rights
Staff Rights
Customer Suggestion Form

Buyer/customers

This Acceptable Use Policy must be read in conjunction with our Terms and Conditions. If you have any questions about any of our policies, please e-mail Customer Services.

This Acceptable Use Policy may be revised, without notice, at any time, at the sole discretion of Carsite. Completion of the relevant application forms, or to bid on Carsites cars, is deemed to be an agreement to our Terms and Conditions and General Acceptable Use Policies.

In the event of a breach of this policy, Carsite reserve the right to terminate your service with immediate effect.

Customer Support

Customer Support exists for the benefit of Carsite customers, providing support for questions relating directly to our listing services. Customer support is here to provide the best service possible to our customers, but can, at times, be stretched by having to answer unnecessary calls or emails. When contacting Customer Support, please have all relevant details to hand.

Before contacting us for support, you should check other documentation for answers to your question. This includes:

The full listing description and provided links
Documentation that was supplied after auction (winning buyer and handover emails)
Our support web pages and Buyer FAQ’s

Net Abuse

This document sets forth Carsite’s Abuse Policy. Carsite may modify this Policy from time to time as reasonably required. The provisions of this Policy are intended as guidelines and are not meant to be exhaustive. Any activity or conduct that violates law, regulations or the accepted norms of the Internet community or may harm Carsite’s facilities, reputation, goodwill or customer relations, whether or not expressly mentioned in this Policy, is strictly prohibited. Carsite reserves the right at all times to revise its Abuse Policy and to take appropriate steps to address violations of that Policy.

Unlawful, harmful, or offensive communications

It is a violation of this policy for Customer knowingly to use the facilities or services of Carsite, to create, transmit, post or otherwise make available through the Internet any material that is unlawful, abusive or harmful to Carsite’s facilities, customers, goodwill or reputation.

E-mail

• A Customer may not send unsolicited, commercial e-mail to any other customer email that has not specifically requested such information or that causes complaints from the recipients of such unsolicited e-mail. Carsite’s services may not be used to send unsolicited advertising messages to other network Customers. Customer may not flood/spam newsgroups with commercial or non-commercial postings.
• Customers may not continue to send commercial e-mail to a recipient if recipient has requested that Customer discontinue such communication. Any use of Carsite’s property for the composition, distribution, or collection of bulk e-mail, abusive e-mail, or any form of unsolicited, commercial e-mail is strictly prohibited.
• Carsite prohibits the transmission of e-mail to non-consenting recipients that is harassing, libellous, defamatory, threatening, abusive or hateful (either by language, size, or frequency).
• "Mail-bombing" (i.e. flooding a Customer site with large or numerous e-mail messages) is strictly prohibited.
• Customers may not forge header information.

This Policy also applies to other means of Internet-based transmissions.

Reports of Abuse

Our service provides an email address for use in reporting abusive activities originating from our customers as outlined in this Acceptable Use Policy. Please note, abuse originating from customers other than our own cannot be handled by us. Report those instances to the provider/site who has authority over the abusive user.

• When reporting email or Usenet abuse, include a FULL copy of the message, including headers. This information is required in order for any action to be taken.
• When reporting other types of abuse, include details such as log files documenting the incident. We cannot act on your word alone, we must have documented proof of an incident.
• Send your report in email to info@carsite.co.uk. Due to the number of reports submitted pertaining to a single abuse incident, it is not always possible for us to respond to each and every report.

NOTE: The action taken on abuse reports will be at the sole discretion of Carsite. Our intent is NOT to be The Net Police, but to simply do our part to ensure quality access and use of the Internet to all of our customers.

Complaints will also be accepted via e-mail addressed to info@carsite.co.uk, so long as a valid return address is included. Carsite must be able to independently verify each instance of abuse, and so each complaint must include the COMPLETE TEXT OF THE MESSAGE, INCLUDING ALL HEADERS. Please do NOT send excerpted parts of a message; sending a copy of the entire message, including headers, helps to prevent misunderstandings based on incomplete information, or information used out of context. Full headers demonstrate which path the message has taken, and enable us to determine whether any part of the message has been forged.

Enforcement

Carsite’s procedure is to deal with each net abuse case on an individual basis. Based on an investigation and a determination of the nature and severity of the abuse, Carsite may take immediate action, without prior notice, against any party or parties found in violation of this policy. Such action may include, but is not limited to, blocked bidding, or termination of Customer's service with Carsite.

Customer agrees that they will cooperate fully with Carsite in any actions taken by Carsite to enforce this Abuse Policy.

This policy statement explains how we will work together to achieve that aim and should be read in conjunction with the Terms and Conditions of Sale.

Joint Statement

(Customer) and Carsite recognise that staff are entitled to expect that they will be treated with dignity and respect by customers and members of the public.

We recognise the benefits of providing a working environment in which everyone feels valued, respected and able to contribute to the success of the business. We are committed to protecting the well-being of staff along with that of customers and other visitors so far as is reasonably practicable.

Good customer service is essential for the success of our business. We recognise that staff take pride in being able to deliver a quality service to customers. In return they are entitled to expect reasonable treatment from customers. Where the customers' behaviour is unreasonable and abusive, staff will be given support by colleagues and managers.

This policy has been agreed as part of our overall policy on the prevention of violence and abuse to staff. It commits buyers of Carsite and Carsite to working in partnership to prevent abuse and to promote respect for our hardworking staff.

All of Carsite’s staff are familiar with this policy and co-operate fully in its implementation.

Use of legal powers

Customers who are seriously or frequently abusive or who threaten violence will be excluded from the bidding process. Managers have the right to refuse access for serious or persistent offenders or for known troublemakers and will be expected to do so. A Manager who acts reasonably to exclude such people will be given full support by more senior management.

Where appropriate, Carsite will take legal action to protect staff from persistent harassment or threats of violence. Managers who believe this is necessary should contact the appropriate Managing Director. Legal action may include:

• Taking out an injunction against individuals who refuse to obey an exclusion order or cause other civil nuisance.
• Making a request to the police or local authority for an Anti Social Behaviour Order against named individuals.
•  Supporting an application to court for an injunction under the Protection from Harassment Act 1997.

Conveying the Policy to Customers and General Public

A public notification will be displayed on our website and appropriate places explaining our commitment to a Respect for workers policy. It will inform the public that staff are expected to treat customers with respect and courtesy and are entitled to expect the same treatment from the public. It will also explain that customers who are abusive may be banned from the system and, where necessary legal action will be taken to protect staff.

Any other available means will be used to inform customers and to make sure that the message is understood and accepted - e.g. customer forums.

As part of their networking with other businesses and the police and local authority, Carsite will co-operate with other businesses in the locality to develop collective policies for dealing with known troublemakers and persistent offenders.

Introduction

We strive to offer a safe and healthy environment for the enjoyment and comfort of both customers and staff. Guidelines exist for acceptable behavior. Carsite are guided by relevant professional statements relating to service:

• A person’s right to use our software should not be denied or abridged because of origin, age, background or views.
• We (staff) provide the highest level of service to all users through appropriate and usefully organized resources; and accurate, unbiased, and courteous responses to all requests.

Customer Rights

Carsite’s buyers have a right to expect certain behaviours from staff when they are requesting or using resources:

The right to equal treatment regardless of race, colour or national origin;

The right to be treated politely;

The right to request reasonable research assistance;

The right to expect confidentiality when asking for research assistance;

The right to submit a Suggestion Form.

While in this facility, customers will refrain from:

Harassing and/or verbally abusing other customers and/or staff members;

Any behaviour that obstructs others from using this facility.

Staff Rights

The right to be treated politely;

The right to work in a safe environment;

The right to ask the customer to abide by rules posted in the specified areas.

The right to offer options when a customer’s request exceeds resources.

 

Customer Suggestion Form

If you have any ideas or suggestions that you feel would help us to serve you, please indicate in the space provided below.

Name (optional):

Address:

Post Code:

Telephone:

Idea/Suggestion:

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

__________________________________________________________________

Post to :

Carsite

Sussex Innovation Centre

University of Sussex

Science Park Square

Falmer

Brighton

BN1 9SB.

Or send us an e-mail.