GoTo Code of Practice for Domestic and Small Business Customers
LogMeIn Technologies UK Ltd (" GoTo") is a private limited company registered in England with company number 10057996. Our registered office is located at 5th Floor, Ramillies Buildings, 1-9 Hills Place, Westminster, London, W1F 7SA, United Kingdom.
GoTo provides a portfolio of cloud-based unified communications and collaboration, identity and access management, and customer engagement and support solutions designed to simplify how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses
GoTo has published this Code of Practice for Domestic and Small Business Customers (" Code of Practice") to provide customers with information about how to obtain timely customer support to ensure your satisfaction with its products and services.
This Code of Practice was last updated on June 14, 2019.
II. Terms and Conditions
GoTo is a provider of cloud-based unified communications and collaboration, customer engagement and support, and identity and access management services.
An overview of these services and descriptions of their key features which are relevant for small business users can be found at https://www.GoTo.com/legal/service-descriptions.
All of the services described on our website are available in the UK other than the Grasshopper services.
Emergency Call Services: Except as otherwise described at https://www.GoTo.com/company/legal/service-descriptions, you will not be able to access emergency call services including 999 and 112 using GoTo's services. You are required to read, understand, and accept our terms of service for emergency calling, as set out in Terms of Service before signing up as a subscriber. Other than with respect to our Jive and/or GoToConnect Services (the “ VoIP Services”), we do not currently collect your emergency location details.
Service Reliability: If you are using any of our services via the Internet and your broadband connection fails, your use of our services will fail. Your service may cease to function if there is a power cut or power failure. These failures may be caused by reasons outside our control.
Ability to Port Numbers: Please note that, unless you are using the VoIP Services, we do not provide you with the ability to port any number that we provide you as part of our services to any other service provider.
What Our Services Do Not Include: Except for the VoIP Services, our services do not include the following facilities and features: (i) access to a directory enquiry facility; (ii) access to operator assistance services; (iii) provision of a directory on request; (iv) special measures for end users with disabilities*; and (v) the non-itemization of calls that you make using our services and that are free of charge.
Access to Services
Any subscriber with a computer and high-speed Internet access may sign up for our services (as described above) within the United Kingdom. GoTo's services may also be accessed from outside of the United Kingdom by dialing the specific access numbers provided by GoTo for this purpose, or by accessing the services through the relevant product websites (that can all be accessed via www.goto.com).
A subscriber is a registered user who pays a monthly, quarterly or annual recurring fee based on his/her selected plan. In order to sign up as a subscriber, you will need to order a plan from our relevant product website (that can be accessed via www.GoTo.com), and provide the requested information, including billing information, or sign a contract offline with GoTo. On completion of the signup process, or on signing a contract, you will be provided with a subscriber account (with a username and password of your choosing).
GoTo offers both free and fee-based subscription software services which are typically billed on a monthly or annual basis. Integrated freephone audio conference calls using GoTo's services are charged based on the rates applicable to your service plan.
The most current pricing information for our services is available on the product pages of our websites (www.goto.com). Our rates might differ based on the plan you select or based on whether you are a regular subscriber or a special-offer subscriber. Subscribers to free or special offers might not have access to the full range of services available to regular, paid subscribers.
The pricing packages listed on our websites refer to the monthly, quarterly or annual recurring fee you will be charged as a subscriber.
The charges are exclusive of applicable taxes (including VAT at the then current UK VAT rate).
Please verify the information in your billing statements for accuracy as soon as the statements become available. In case of discrepancies or questions, please contact our Billing Support team within 30 days of receiving your statement. Except as specified in your contract or the applicable terms of service, we do not provide refunds for any of your service plan that you do not completely utilize. We have the right to charge interest on late payments and to terminate your account if you do not pay us despite being reminded (and the terms on which we can exercise these rights are set out in your contract and/or the applicable terms of service).
Contract Conditions - Minimum Contract Periods and Termination
If you entered into your contract with us online, the minimum contract period that applies to your contract will be specified in the online ordering process. If you entered into your contract with us offline, the minimum contract period that applies to your contract is set out in the order form that you signed with your contract.
You can cancel your contract with us by contacting our customer support team, however, no refund for any unused portion of your contract will be allowed.
Special Offers: At times, GoTo might offer certain trial and/or promotional offers to subscribers. Any such trial and promotional offers may not be combined with any other coupons, credits, trials, promotions or any other discounts, and are limited to one per subscriber. All conditions applying to such offers will be published on our website or otherwise communicated.
III. Customer Service
Keeping our subscribers satisfied is our primary focus. If you need help, the first place to start is the information and resources available on our websites (https://support.goto.com/). If you still have questions about our services or this Code of Practice, and would like to contact our Global Customer Support team, please contact us or reach out at:
LogMeIn Technologies UK Ltd
Ramillies Buildings, 1-9 Hills Place, Westminster, London W1F 7SA United Kingdom
Telephone: +44 (0) 2078 514270
Our Global Customer Support teams are available 24 hours a day, 7 days a week, and 52 weeks a year.
Cancellation and Refunds
If you notice a discrepancy on your billing statement, contact Global Customer Support to report the issue, and, if such discrepancy is deemed valid, to obtain a refund. All recurring payments are debited at the start of the billing cycle and are not refundable. Please read our Terms of Service published on our product websites accessible at www.GoTo.com/legal (by clicking on the 'Terms of Service' link on the footer of the relevant product page). You may change your service plan at any time online or by contacting Global Customer Support. To cancel services or initiate account termination, please contact our Global Customer Support department.
VoIP Services: Compensation for a Delay in Porting Your Number
Where applicable, we use our best efforts to facilitate number transfers or port requests. If we have failed to complete the porting of your number within the time required by law or regulation, or we have otherwise failed to follow industry practice in the porting of your number, you may be entitled to claim compensation for such delay or failure to follow industry practice. Any compensation awarded shall be deemed a full and final settlement of any claim you may have against GoTo for such delay and shall be paid as a credit against your next invoice. If you wish to claim compensation for a delay in the porting of your number, please contact us to reach our Global Customer Support Team or write to us at Ramillies Buildings, 1-9 Hills Place, Westminster, London, W1F 7SA, United Kingdom.
Complaints and Disputes
GoTo is committed to addressing issues and complaints in a fair and timely manner. If you have a question, concern, or complaint about our products or services, please contact our Global Customer Support Team or write to us at Ramillies Buildings, 1-9 Hills Place, Westminster, London, W1F 7SA, United Kingdom. For additional details regarding our complaints process, including information about referring your complaint to the Ombudsman Service for independent consideration, please see our Complaints Code of Practice.
IV. Privacy practices
V. How to obtain this Code of Practice
This Code of Practice is published on our website at https://www.GoTo.com/legal/code-of-practice. We can also email copies of this Code of Practice, free of charge and if requested, to any of our domestic or small business customers. Please contact Global Customer Support if you require this information to be sent to you in an alternative format (e.g. via e-mail, physical copy, in large format, in Braille, etc.).
VI. Contact Information
Office of Communications (Ofcom)
Ofcom can be reached at:
2a Southwark Bridge Road
Phone: 020 7981 3040
Fax: 020 7981 3333
The Ombudsman Service
The Ombudsman Service can be reached at:
Ombudsman Services: Communications
PO Box 730
Email/Contact Form: http://www.ombudsman-services.org/contact-us-communications.html
Tel: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600