The Small Print | Boxclever

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The Small Print

Arrears Resolution

We are here to help

We understand that from time to time personal circumstances may change and you may face challenges that impact on your ability to pay your monthly rental.

If you are unable to pay your rental, rather than ignoring the problem and letting your rental account fall into arrears please contact us on
03705 725 725 and make us aware. We can review your account and discuss the options available.

What happens if you fall behind with your rental payments?

For awareness the following describes what happens if you miss one or more rental payments.

19 days after your payment was due we will send you a reminder letter.
If you miss two payments in a row, we will send you a letter titled “Notice of Sums in Arrears.” This is a statutory notice and includes an information sheet giving you advice on how to manage arrears and who can help you with it.
23 days after the first reminder letter, if your rental payments remain unpaid, we will ask a third-party company to contact you to discuss repayment arrangements.
105 days later, if you haven’t contacted us or caught up with your rental payments, we will send a “Default Notice” letter advising that you have breached the terms and conditions of your hire agreement.
If you do not respond to the Default Notice within 14 days, we will close your rental account and the value of the rental equipment along with the missed rental payments will be added together and this will become a debt which we will ask a third-party company to attempt to collect from you.
Whilst your account remains in arrears we will send you a statutory notice every 6 months. This will clearly show you the current balance along with a list of any payments that you have made during that period.

At any stage if you can no longer afford to rent, please contact us. We can arrange to collect the rental equipment and avoid additional charges being applied to your rental account.

Who is the third party that works on our behalf?

We use a company called Credit Security Limited, or CSL, who specialise in collecting arrears.

Postal address: Credit Security Limited, The Old Court House, 70-72 High Street, Whitchurch, HP22 4JS

Charges

We add charges to your rental account if you are late with your rental payments, the payment you made is rejected by your bank, or you have breached the terms and conditions of the hire agreement. A summary of these charges is listed below:

Table of Administration Charges
If you miss 2 payments	£3.00
If you breach the terms and conditions of the hire agreement and we notify you by sending a Default Notice	£10.00
If your Cheque is rejected by the bank	£10.00
If your Direct Debit is rejected by the bank	£10.00
If rental products are not returned	£ value of the rental product(s)

Complaints

Our aim is to get it right first time, every time. However, if you have a complaint, we really want to hear from you. You can contact us by visiting our Contact Us page, or using the address shown at the bottom of this page

1. Terms

By accessing the website at http://www.boxclever.co.uk, you are agreeing to be bound by these terms of service, all applicable laws and regulations, and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from using or accessing this site. The materials contained in this website are protected by applicable copyright and trademark law.

2. Use License

Permission is granted to temporarily download one copy of the materials (information or software) on Boxclever's website for personal, non-commercial transitory viewing only. This is the grant of a license, not a transfer of title, and under this license you may not:

modify or copy the materials;
use the materials for any commercial purpose, or for any public display (commercial or non-commercial);
attempt to decompile or reverse engineer any software contained on a's website;
remove any copyright or other proprietary notations from the materials; or
transfer the materials to another person or "mirror" the materials on any other server.

This license shall automatically terminate if you violate any of these restrictions and may be terminated by a at any time. Upon terminating your viewing of these materials or upon the termination of this license, you must destroy any downloaded materials in your possession whether in electronic or printed format.

3. Disclaimer

The materials on Boxclever's website are provided on an 'as is' basis. Boxclever makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties including, without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights.

Further, Boxclever does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its website or otherwise relating to such materials or on any sites linked to this site.

4. Limitations

In no event shall Boxclever or its suppliers be liable for any damages (including, without limitation, damages for loss of data or profit, or due to business interruption) arising out of the use or inability to use the materials on Boxclever's website, even if Boxclever or an authorised representative has been notified orally or in writing of the possibility of such damage. Because some jurisdictions do not allow limitations on implied warranties, or limitations of liability for consequential or incidental damages, these limitations may not apply to you.

5. Accuracy of materials

The materials appearing on Boxclever's website could include technical, typographical, or photographic errors. Boxclever does not warrant that any of the materials on its website are accurate, complete or current. Boxclever may make changes to the materials contained on its website at any time without notice. However Boxclever does not make any commitment to update the materials.

6. Links

Boxclever has not reviewed all of the sites linked to its website and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement by Boxclever of the site. Use of any such linked website is at the user's own risk.

7. Modifications

Boxclever may revise these terms of service for its website at any time without notice. By using this website you are agreeing to be bound by the then current version of these terms of service.

8. Governing Law

These terms and conditions are governed by and construed in accordance with the laws of a and you irrevocably submit to the exclusive jurisdiction of the courts in that State or location.

Privacy Policy

Your privacy is important to us. It is Boxclever's policy to respect your privacy regarding any information we may collect from you across our website, http://www.boxclever.co.uk, and other sites we own and operate.

We only ask for personal information when we truly need it to provide a service to you. We collect it by fair and lawful means, with your knowledge and consent. We also let you know why we’re collecting it and how it will be used.

We only retain collected information for as long as necessary to provide you with your requested service. What data we store, we’ll protect within commercially acceptable means to prevent loss and theft, as well as unauthorised access, disclosure, copying, use or modification.

We don’t share any personally identifying information publicly or with third-parties, except when required to by law.

Review our data privacy page for further details

Our website may link to external sites that are not operated by us. Please be aware that we have no control over the content and practices of these sites, and cannot accept responsibility or liability for their respective privacy policies.

You are free to refuse our request for your personal information, with the understanding that we may be unable to provide you with some of your desired services.

Your continued use of our website will be regarded as acceptance of our practices around privacy and personal information. If you have any questions about how we handle user data and personal information, feel free to contact us.

The Small Print

Who are we?

the answer

We are a Consumer Hire company operating in the UK and trading under the name of Boxclever.
The Boxclever group is comprised of three entities, each of which is registered as a Data Controller with the Information Commissioner’s Office:

Home Technology Finance Limited (ICO registration number Z6829533)
BC Services (UK) Limited (ICO registration number Z8873070)
BC Holdings (UK) Limited (ICO registration number Z887304X)

Home Technology Finance Limited is the company primarily responsible for our consumer hire agreements, however this privacy information relates to all three companies within the group.

What information will we collect from you?

the answer

We collect information from you that is relevant to managing your hire agreement, such as:

Personal details (name, address, age, contact numbers, email address, authorised third parties).
Where you choose Direct Debit as a method of payment, we record your bank details to allow us to collect payments.
In some cases, we may collect information that will help us manage your rental account more efficiently, for example where you advise us of any physical or mental health details which mean you have special requirements when we visit your home to install, collect or service a rental product.
We retain copies of any written correspondence and emails you send us along with copies of manual letters or emails we send in response to a query.
Where customer calls have been recorded, these are retained for 6 months for call quality monitoring and internal auditing purposes.

How will we use your information?

the answer

We use your information for the provision of the services offered by our Consumer Hire Agreement and the associated administration activities, referred to as the ‘performance of the contract’.

The provision of data is a contractual requirement and is necessary to enable us to provide the services offered by the Hire Agreement and allows us to carry out the following types of activity:

General administration of your account(s), this is a contractual requirement.
Processing your bank / credit card details to obtain payment, this is dependent on the method of payment you use and falls under the performance of the contract.
The prevention and detection of fraud (Money Laundering), this is a legal requirement.
Using transactional information, such as the number of service visits or the number of times you change your rental product, it is a legitimate interest for us to identify trends to enable us to amend our operating procedures where these trends suggest it would be beneficial.

Without the required data it is not possible to offer the services provided by our Hire Agreement.

Who do we disclose data to?

the answer

We only disclose your data to allow us to provide the services offered by the Hire Agreement and the administration of your rental account. A list of the people we may share your information with is shown below:

Employees - to enable them to carry out the administrative actions on the rental account.
Service providers - to allow service and fulfilment companies carry out activities required under the Hire Agreement.
Our mailing company - for printing and posting general correspondence and Hire Agreements.
Debt collection and trace agencies - to collect outstanding payments and locate customers who have moved and not advised us of an address change.
Secure IT data centres and IT service providers - storage of data in secure locations to allow us to store and manage the data required to manage the Hire Agreement.
Authorised third parties - for example relative / spouse / solicitor / carer / support worker or any other person authorised by the account holder - to help us carry out administrative actions relating to the Hire Agreement.
Barristers, courts, tribunals and legislative bodies - such as the FCA, FOS, ICO as required by law, to assist with any investigative or legal action.

How long will we keep your information for?

the answer

Your personal data is removed from our front-end systems and becomes inaccessible by our Customer Care Advisors no longer than 7 years after the last transaction with you.
As your data no longer accessible by a Customer Care Advisor this means no further transactions can be carried out using your data and that your data is not accessible for any reason other than statistical analysis.
We retain data for reporting purposes and to help us measure and maintain a business sustainability plan.
Voice recordings are retained for 6 months only and are then permanently deleted.
Incoming customer correspondence is scanned and added to your account, paper copies are shredded and disposed of via our confidential waste process. This information will also be inaccessible 7 years after the last transaction with you.
The text of any emails is copied on to your rental account along with any responses and the original emails are deleted once the response has been sent. This information will also be inaccessible 7 years after the last transaction with you.

What rights do you have?

the answer

You have a series of rights under the General Data Protection Regulation, these are summarised below and put into context for the provision of the services offered by our Consumer Hire Agreement:

You have the right to be informed that we are processing your data and what we are using it for, as outlined in this document
You have the right of access, if requested we will supply you with a copy of the personal data that we are currently holding on our systems.
You have the right to rectification, if you identify any of the details that we hold are inaccurate you can ask for this to be corrected, for example your address.
You have the right to erasure, to allow us to provide the service offered by the hire agreement we need to retain your personal data whilst you are renting from us. For further information refer to the heading “How long will we keep your information for?”
You have the right to restrict processing, if you contest the accuracy of the data we hold or are defending a legal claim we will restrict processing unless it impacts on our legal, regulative or contractual obligations.
You have the right to data portability and can move, copy or transfer your personal data.
You have the right to object to us processing your personal data for direct marketing purposes. Currently, we do not share your data with any third-party marketing company’s or carry out any marketing activity ourselves.
You have rights in relation to automated decision making and profiling, the only automated processes we use your data for are integral to the hire agreement.

More information about your rights can be found on the Information Commissioner’s Office website: http://www.ico.org.uk/
General enquiries relating to Boxclever and your data can be answered by our Customer Care team:

Email address: privacy@boxclever.co.uk

Telephone: 03705 725 725

Address: Boxclever, Lakeview House, Priory Business Park, Fraser Road, Bedford. MK44 3WH

To request a copy of the data we hold, please ring us on 03705 725 725, alternatively click here to download a copy of our Subject Access Request form. Once you have completed the form email it to enquiries@boxclever.co.uk

Who can you complain to?

the answer

If you are unhappy about how we are using your information, you can follow our normal complaints procedure by contacting us by telephone, post or email. Where possible please quote your account number when contacting us:

Telephone: 03705 725 725

Email: enquiries@boxclever.co.uk

Postal address: Boxclever, Lakeview House, Fraser Road, Priory Business Park, Bedford. MK44 3WH

We will confirm the receipt of your complaint within five working days and do our best to resolve the problem within four weeks
If your complaint is not resolved to your satisfaction, you can contact the Information Commissioners Office by visiting their website www.ico.org.uk

Companies we may share your information with

the answer

The following list shows the third party companies that we may share your data with as part of managing your hire agreement:

Service and Fulfilment

In order to deliver, collect or service your rental equipment we share your contact details with the following contractors.

2 Man Dispatch (Deliveries and Collections)
Whirlpool (Service, Deliveries and Collections)
Equinox (Service)
Independant Contractors (Service)
FedEx (for the delivery of Remote Controls and spare parts)

We may also use a carefully selected service contractor that is based in your postcode to visit and repair your rental product.

Customer Correspondence

Where we need to send you correspondence regarding your rental account we may share your contact details with one of the following:

Alphagraphics (Hire Agreements, payment books and letters regarding general account maintenance)
Paragon (Paypoint payment cards)

Debt Collection

In the event you fall behind with your payments we may pass your details to the following agency to help us recover the payment owed and the rental equipment. In addition, if you move and forget to tell us your new address we may use the company named below to help us find your new address:

Credit Securities Limited

Financial Institutions

To enable us to process your rental payments we use the following companies:

HSBC
Santander
Paypoint
KeyIVR
WorldPay
Windcave

To manage your rental account we may use one of the following IT based services:

Mirus
Wavenet
Noblue2
Oracle Netsuite

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We are here to help

We understand that from time to time personal circumstances may change and you may face challenges that impact on your ability to pay your monthly rental.

What happens if you fall behind with your rental payments?

For awareness the following describes what happens if you miss one or more rental payments.

19 days after your payment was due we will send you a reminder letter.
If you miss two payments in a row, we will send you a letter titled “Notice of Sums in Arrears.” This is a statutory notice and includes an information sheet giving you advice on how to manage arrears and who can help you with it.
23 days after the first reminder letter, if your rental payments remain unpaid, we will ask a third-party company to contact you to discuss repayment arrangements.
105 days later, if you haven’t contacted us or caught up with your rental payments, we will send a “Default Notice” letter advising that you have breached the terms and conditions of your hire agreement.
If you do not respond to the Default Notice within 14 days, we will close your rental account and the value of the rental equipment along with the missed rental payments will be added together and this will become a debt which we will ask a third-party company to attempt to collect from you.
Whilst your account remains in arrears we will send you a statutory notice every 6 months. This will clearly show you the current balance along with a list of any payments that you have made during that period.

At any stage if you can no longer afford to rent, please contact us. We can arrange to collect the rental equipment and avoid additional charges being applied to your rental account.

Who is the third party that works on our behalf?

We use a company called Credit Security Limited, or CSL, who specialise in collecting arrears.

Postal address: Credit Security Limited, The Old Court House, 70-72 High Street, Whitchurch, HP22 4JS

Charges

Table of Administration Charges
If you miss 2 payments	£3.00
If you breach the terms and conditions of the hire agreement and we notify you by sending a Default Notice	£10.00
If your Cheque is rejected by the bank	£10.00
If your Direct Debit is rejected by the bank	£10.00
If rental products are not returned	£ value of the rental product(s)

Complaints

1. Terms

2. Use License

modify or copy the materials;
use the materials for any commercial purpose, or for any public display (commercial or non-commercial);
attempt to decompile or reverse engineer any software contained on a's website;
remove any copyright or other proprietary notations from the materials; or
transfer the materials to another person or "mirror" the materials on any other server.

3. Disclaimer

4. Limitations

5. Accuracy of materials

6. Links

7. Modifications

Boxclever may revise these terms of service for its website at any time without notice. By using this website you are agreeing to be bound by the then current version of these terms of service.

8. Governing Law

These terms and conditions are governed by and construed in accordance with the laws of a and you irrevocably submit to the exclusive jurisdiction of the courts in that State or location.

Privacy Policy

We don’t share any personally identifying information publicly or with third-parties, except when required to by law.

Review our data privacy page for further details

You are free to refuse our request for your personal information, with the understanding that we may be unable to provide you with some of your desired services.

How we use cookies

Cookies are small text files that can be used by web sites to make a user's experience more efficient.

We are permitted to store cookies on your machine if they are essential to the operation of this site but that for all others we need your permission to do so.

Boxclever does use the following non-essential cookie:

We use Google Analytics cookies to help us to analyse which pages customers visit. The cookie counts the number of visitors and tells us things about their behaviour, such as the typical length of time they stay on the site or the average number of pages they view.

We do not do this to track individual users or to identify them, but to gain useful knowledge about how the site is used so that we can keep improving it for our customers.

The information generated by the cookie about your use of our website is transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating your use of our website, compiling reports on website activity and providing other services relating to website activity and internet usage.

Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf. Google undertakes not to associate your IP address with any other data held by Google.

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Boxclever,
Lakeview House,
Fraser Road,
Priory Business Park,
Bedford,
MK44 3WH

03705 725 725

enquiries@boxclever.co.uk