Please read the following important terms and conditions, together with our Privacy Statement and Customer Wi-Fi Acceptable Usage - Group Policy, before you access and use the Wi-Fi Service.
They set out important information about your and our rights and obligations.
If you do not agree to these terms, you may not access and use the Wi-Fi Service.
1. About Us
1.1 Sanctuary is one of the leading providers of housing and care services in England and Scotland.
1.2 Sanctuary Housing Association, a registered society as defined in section one of the Co-Operative and Community Benefit Societies Act 2014 (Registered Society number 19059R), whose principal office is located at Sanctuary House, Chamber Court, Castle Street, Worcester, WR1 3ZQ (Sanctuary or We), which shall include every Group Company of Sanctuary.
2. How to contact us
2.1 If you want to communicate with Sanctuary regarding the Service, you can do so by getting in touch with a staff member at your scheme, home or location.
3. These Terms
3.1 In these terms, ‘the Wi-Fi Service’ and ‘the Service’ means the supply of Wi-Fi to you via a third-party solution as a customer of Sanctuary in one of our relevant schemes, homes or locations; or as a visitor to a Sanctuary customer.
3.2 In these terms, ‘we’, ‘us’ or ‘our’ means Sanctuary and ‘you’ or ‘your’ means the person accessing and using the Service.
3.3 A Sanctuary Group Company means every other entity which is from time to time a subsidiary or holding company, or a subsidiary of such a holding company, of Sanctuary (and the terms subsidiary and holding company shall have the meanings given to them by s1159 Companies Act 2006).
3.4 These terms set out the rules which govern your access to and use of the Service.
3.5 Use of the Wi-Fi Service is only permitted where you follow all the rules set out in these terms.
3.6 You should read these terms carefully before using the Service.
3.7 These terms cover updates to the Service unless such updates come with separate unique terms of use (in which case we will provide you with details of the updated terms and conditions of use).
3.8 These terms will be available via our Customer Wi-Fi Acceptable Usage page and on request from a staff member. You may also be provided a copy of these terms in your welcome packs.
3.9 Your use of our website is governed by our website terms of use.
4.The Service
4.1 To access the Service, you need to scan the QR code available in communal areas, or if you need assistance to do this, discuss with a member of Sanctuary staff.
4.2 To access the Service, you need a device with wireless capabilities and a camera, such as a smartphone, laptop or tablet. Please check that your device is compatible and up to date. If you do not have a camera on your device then the required login information will be provided by a staff member at your scheme, home or location.
4.3 If your device is unable to access the Service, please discuss with a member of Sanctuary staff about obtaining a pre-shared key.
4.4 To use the Service, your device must be within range of our wireless local area network (WLAN). You are likely to be in range when you are on the relevant Sanctuary premises.
4.5 Access to the Service is subject to our Customer Wi-Fi Acceptable Use - Group Policy. You must comply with this policy and these terms and conditions of use when you use the Service.
4.6 We may restrict access to certain content at our sole discretion. The viewing or posting of any illegal, harmful, or threatening content will be considered a serious breach of these terms and may result in termination of access to the Service.
4.7 We do not control or review the content of any website, email, or other material created or accessible over or through the Service.
4.8 Any associated cost of the Service this will be detailed via existing processes for service charges within your tenancy agreement, licence or lease with Sanctuary. Otherwise, this service is included as part of your existing fees.
5. Registration and Security
5.1 We are not obliged to permit use of the Service, and we may refuse your use of the Service at any time.
5.2 The Service is provided ‘as is’, without any warranties, express, or implied. If you use the Service, it is done so at your own risk.
5.3 We do not guarantee the security of the Wi-Fi Service. You are responsible for taking appropriate measures to safeguard your own equipment, devices and data.
5.4 You are responsible for making sure that details to access the Service are kept secure and confidential, limited to you.
5.5 We may from time-to-time place content controls on the Service for the safety of users, in particular for those of our residents who are under 18 years of age or vulnerable.
5.6 If we have reason to believe that there is, or is likely to be, a breach of security or misuse of the Service, we may suspend or terminate your access to the Service.
6. Termination - our right to end the Service
6.1 Sanctuary reserve the right to modify or terminate the Service at any time.
6.2 Whilst Sanctuary will reasonably endeavour to provide notice of any modification or termination in accordance with clause 6.1, Sanctuary is not obliged to provide prior notice.
7. Availability
7.1 We cannot guarantee that the Service will be available at any given time, speed, location (at your scheme, home), or that access to the Service will be free from malware, bugs or interruptions, or that it will be error free. For example, the Service may be temporarily unavailable while we carry out maintenance or for other technical reasons. Where this happens, we will try to make the Service available again as soon as the issue has been fixed.
7.2 We cannot guarantee Wi-Fi service coverage in all areas of buildings. We will endeavour to achieve this, but some buildings will limit our ability to do so due to their construction.
7.3 The Service is private, but the Wi-Fi connection may not be secure. We recommend that you do not upload any personal or confidential information while accessing the Service as this information may not be completely secure.
7.4 We are not liable to you for any losses you incur as a result of any circumstances beyond our reasonable control (including but not limited to: network failures, power outages).
7.5 You need to ensure that all equipment and devices used to access the Service are kept up to date with security and anti-virus software updates.
7.6 Sanctuary accepts no responsibility for:
(a) The accuracy, completeness, reliability and/or usefulness of any content accessed through the Service.
(b) Communications sent through the Service, including its security.
(c) Your equipment or devices used to access the Service, or any inability of your equipment or devices from being able to access the Service.
8. Faulty Service
8.1 We will supply the Service to you with reasonable care and skill.
8.2 Please contact us via a staff member at your scheme, home or location as soon as reasonably possible if you become aware of any faults with the Service.
9. Privacy and your personal information
9.1 Protecting your personal information is important to us. Sanctuary’s Privacy Statement’s; Sanctuary Privacy Statement, or Sanctuary Scotland Privacy Statement, explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to it and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.
10. Collection of technical information
10.1 We may collect and use technical data. We may also use this information, as long as it is in a form that does not personally identify you, to improve the Service.
11. Acceptable Use
11.1 You must not use the Service to do or attempt to do any of the following:
(a) Break the law or solicit, encourage or otherwise be involved in or undertake any unlawful activity whatsoever. This includes illegally downloading films, music, or images from torrent sites.
(b) View, send, receive or upload anything that is (or might be considered to be) harmful, defamatory, threatening, offensive, obscene or discriminatory.
(c) Infringe our or anyone else’s intellectual property rights (for example, by using or uploading someone else’s content).
(d) Infringe on others right to privacy and/or safety, including the live broadcasting over the Service from communal areas onto social media platforms.
(e) Transmit any harmful software code (such as viruses).
(f) Gain unauthorised access to computers, data, systems, accounts or networks.
(g) Deliberately disrupt the operation of anyone’s website, app, server or business.
(h) Interfere with, or attempt to circumvent, any security measures operating in relation to the hotspot service, including by causing any equipment used by the hotspot service to operate other than as intended.
(i) Unauthorised disclosure of information you are not legally allowed to share.
(j) Spam or unauthorised advertising to others.
(k) Share the means of access or connection instructions to the Service.
(l) Host any services including webservers or Internet Relay Chat services.
(m) Attempt to collect personal information about anyone without their permission.
(n) Misrepresentation to or impersonation of others.
11.2 You must not allow any unauthorised person to access the Service for any purpose.
11.3 Where you provide access to the Service to any other, without our permission, you are responsible for any breach of these terms and conditions and may be held jointly, or solely, at fault for breach.
11.4 Where you (a visitor) connect any Wi-Fi enabled device on behalf of a Sanctuary customer (the Customer) to the Service, you agree to:
(a) use all reasonable endeavours to ensure that the Customer complies with these Terms and Conditions of Use, where the Customer is able to do so;
(b) acknowledge and accept that, where the Customer lacks capacity (whether permanently or temporarily) to comply with these Terms and Conditions of Use, you will assume joint and several responsibility for any breach of these Terms and Conditions of Use arising from the use of any device you have connected to the Service on behalf of the Customer; and
(c) in circumstances where the Customer lacks capacity and the breach arises solely from the use of a device you have connected, you may be held solely responsible for that breach.
11.5 Where a visitor accessing the Service is under 18 and within your control, you are responsible to ensure they are using the Service safely and in line with these terms and conditions
11.6 The Service is for personal and non-commercial use.
12. Changes
12.1 We may need to revise these terms from time to time to:
(a) reflect changes in the Service;
deal with a security threat; or
(b) as a result of a change in law or guidance.
12.2 Through use of the Service you agree to be bound by these Terms and Conditions of Use including any amendments made, from time to time, in accordance with 12.1.
13. External Services
13.1 The Service may enable you to access services and websites that we do not own or operate (referred to below as external services).
13.2 We are not responsible for examining or evaluating the content or accuracy of external services. Before using them, make sure you have read and agreed to the terms on which they are being offered to you, including the way in which they may use your personal information.
13.3 We are not responsible for any content accessed or downloaded from external services.
13.4 You must not use external services in any way that:
(a) is unlawful;
(b) is inconsistent with these terms or with the terms of the external services; or
(c) infringes our intellectual property rights, or the intellectual property rights of any third party.
13.5 From time to time, we may change or remove access to external services without notice to you.
14. Our responsibility to you
14.1 If we breach these terms or are negligent, we are liable to you only for foreseeable loss or damage that you suffer as a result. By ‘foreseeable’ we mean that, at the time the Service was implemented, it was clear that such loss or damage would occur, or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).
14.2 We are not liable to you for any indirect, incidental or consequential losses, any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage.
14.3 Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit.
15. Failures of network or hardware
15.1 Sanctuary rely on a number of things working properly to enable you to enjoy the service. Many of these, such as the connection speed and your device, are entirely outside of our control. Although Sanctuary will do everything we reasonably can to resolve issues, we are not responsible to you if you are unable to use the Service due to components in your device (such as a faulty internet capability) or anything else that is reasonably outside of our control.
16. No third-party rights
16.1 No one other than us or you has any right to enforce any of these terms.
17. Transfer of rights
17.1 We may transfer our rights under these terms to another business without your consent, but we will notify you of the transfer.
17.2 You are not allowed to assign, transfer, novate your rights under these terms.
18. Complaints
18.1 If you are unhappy with the Service, please contact a staff member who will be able to escalate your concerns to our technology team.
19. Governing Law and Jurisdiction
19.1 The laws of England apply to these terms, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.
19.2 Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.