Cheeky Prices  trading name of Mamma Marketing. company number 15155108   (“COMPANY”) HAS DESIGNED A LOWEST UNIQUE OFFER COMPEITION MEMBERSHIP TO PROVIDE OUR USERS WITH THE FLEXIBILITY TO CHOOSE TO PARTICIPATE FOR FREE BY CREATING A DIGITAL ACCOUNT.  OR  SEND ENTRY BY FIRST OR SECOND CLASS POST ON A NON-ENCLOSED POSTCARD TO MAMMA MARKETING LTD, 7 RECTORY GARDENS, NORTHOLT, UB5 5DN. INCLUDE THE PRIZE ANS THE FIVE OFFER VALUES TO SUBMIT ALONG WITH YOUR FULL NAME POSTAL ADDRESSS, TELEPHONE AND EMAIL ADDRESS. MEMBERS CAN REATAIN AND PARTICIPATE FOR FREE. HOWEVER THEY CAN UPGRADE  AND SELECT A PREMIUM OFFER PACKAGE THAT SUITS THEM BEST IN TERMS OF PRICE, DURATION TYPE AND THE AMOUNT OF OFFER AVAILABLE. IN ORDER TO  PARTICIPATE YOU WILL JOIN CHEEKY PRICES AND BE ENTITLED TO A OFFER ALLOCATION AT THE ADVERTISED RATE UNTIL YOU SEND CANCEL. CALL OUR HELPLINE ON 02036737362 (national rate) WITHOUT HESITATION SHOULD YOU HAVE ANY QUESTIONS REGARDING ANY ASPECT OF OUR SERVICE. PLEASE SEE BELOW FOR OUR FULL TERMS AND CONDITIONS IN MORE DETAIL: BEFORE YOU USE OUR SERVICE, YOU MUST READ THESE TERMS AND CONDITIONS (“TERMS”) CAREFULLY. BY USING OUR SERVICE, YOU AGREE TO THESE TERMS AND CONDITIONS; IF YOU DO NOT AGREE; DO NOT USE THE SERVICE.

1. Description of Services COMPANY provides members with a daily weekly fortnightly or monthly offering allocation which they can use to secure products. The services are accessible on-line (World Wide Web) and SMS (Short Message Service) services to certain compatible mobile devices (the “Service”). The Service may also include access to products and services of independent third parties. After proper registration and payment, you will be permitted to use your offering allocation through the Service s.

2. Registration and Access to the Service (a) Access to the Service. IN ORDER TO USE THE SERVICE YOU (1) MUST BE AT LEAST 18 YEARS OF AGE AND HAVE THE CONSENT OF THE SUBSCRIBER OF THE MOBILE SERVICE TO SIGN-UP FOR AND USE THE SERVICE ON THEIR BEHALF AND (2) AGREE ON BEHALF OF THE SUBSCRIBER AND YOURSELF TO BE BOUND BY THESE TERMS.

You agree that each person who requests such Service is your agent with full authority to act on your behalf with respect to such Service. Users are entitled to one account and members should not use multiple emails associated to the same individual. Therefore we will issue one free credit account per household. In the event that we identify members with multiple accounts the members and all accounts will be removed. The contract is void where prohibited. In order to use the Premium Subscription Service, you must be aged 16 or older have a valid credit or debit account or have a mobile communications subscription with a participating carrier or otherwise have access to a mobile communications network for which Company makes the Service available, and pay any service fees associated with any such access. In addition, you must provide all equipment and software necessary to connect to the Service, including, but not limited to, a mobile handset or other mobile access device that is in working order and suitable for use in connection with the Service. You are responsible for ensuring that your equipment and/or software do not disturb or interfere with Company’s operations. Any equipment or software causing interference shall be immediately disconnected from the Service and Company shall have the right to immediately terminate this Agreement. If any upgrade in or to the Service requires changes in your equipment or software, you must effect these changes at your own expense. Unless explicitly stated otherwise, any new or additional features that augment or enhance the current Service, including the release of new products and services, shall be subject to the terms and conditions of this Agreement.

(b) Contracts for our Service. COMPANY is offering its Service as individual offers or as a bundle of offering credits for a defined number of individual offers on a renewable subscription basis. Unless otherwise expressly indicated, no information presented in the Service or in connection with any products and services shall be deemed as a binding offer by COMPANY, but as an invitation for you to order. The contract for the ongoing Subscription Service between you and COMPANY shall begin when COMPANY, upon your request, has provided you with access to the Service (such access may be based on a personal username and password generated for that purpose or on other data that COMPANY deems sufficient for your identification). Access to the Service can be provided by delivering to you offer allocation. The subscription period is one week, two weeks or one month depending on the type of the subscription contract. The Subscription contract and the subscription period will be renewed each week, every other week or each month as applicable and a new subscription fee shall become due for the new subscription period. The subscription contract shall remain in effect until terminated and/or cancelled by you or COMPANY according to Section 8 of these Terms. Contracts for the products and services of COMPANY and independent third parties which are made available through the Service shall begin when COMPANY or the third party has accepted your order for the same or has provided you with the product or service pursuant to your order. The contract will remain in effect until terminated by you or Company according to Section 8 of these Terms.

You will not be entitled to any refund of any entry fee if you withdraw from the competition without proof of fraud and provision of a crime reference number. All approved refunds will be issued within 48 hrs to 3 working days of approval and the exclusions to refunds – Credits used of notification of valid crime reference number.

The cheeky-offer weekly/fortnightly/monthly subscription contracts/membership include a certain defined number of credits which entitle you to make offers for a weekly/fortnightly/monthly flat fee. After entering into your subscription contract, every week/two weeks/month COMPANY will transfer download credits to your account. The type and number of credits you are entitled to is dependent on the type of subscription you choose. The provision of offer credits and the making available of the possibility to a secure a product. The weekly/fortnightly/monthly flat fee shall become due every week/two weeks/month your subscription contract is valid irrespective of whether or not you actually use all offer allocation during any particular subscription period; the consideration for the weekly/fortnightly/monthly flat fee shall solely be the weekly/ fortnightly/monthly provision of the right to submit offers, in order to receive product(s). The number of offering credits for shall be reduced by actual submitted offers, in other words the use of a offer is evaluated as redemption of one or more of the offering credits and thereby reduces the total number of offering credits you are entitled to use. Depending on the type of your subscription contract, if you do not use/redeem all your credits within the subscription period (1 week, 2 weeks or 1 month), the unused credits will expire.

(c) Responsibility for the Use of the Service. You are fully responsible for all activities that occur under your password or account or through your Subscription. That responsibility includes, but is not limited to, the responsibility for any fees for the use of the Service or any products and services made available through the Service. You agree to notify COMPANY immediately in case you become aware of or suspect unauthorised use of your password or account or Subscription or any other breach of security, and to ensure that you log out of your account at the end of each session. COMPANY cannot and will not be liable for any loss or damage arising from your failure to comply with this Section. You acknowledge and agree that you will not use the Service for any commercial purposes.

These terms and conditions shall be governed by English law, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.

Winner Requirements

Winners are required to submit an image of themselves and winners certificate. Upon submission and payment of the final winning cheekiest offer amount.  The photo is used as proof an authentication of for the winner. In the event a picture is not submitted showing the winner’s face Cheeky Prices reserves the right to reallocate the prize to the owner of the next Cheekiest offer.

CUSTOMER SERVICE POLICY

This policy and associated procedures apply to all directors, staff and contractors working for the organisation.

Policy

Cheeky Prices prioritises the effective service of customers and the respectful handling of customer complaints.

Cheeky Prices commits to the following principles and practices in customer service.

Friendly, professional customer interactions

We will:

Speak respectfully to customers at all times

Listen carefully and allow customers time to explain the circumstances fully

Convey a sound knowledge of the business, including its goods, services and guidelines

Accurate and consistent information about goods and services

We take active measures to ensure that we: 

Always communicate factually, honestly and accurately to customers, whether in writing, verbally or face-to-face

Keep publicly available information about goods and services updated 

Provide a clear explanation of our dispute resolution process.

Prompt and efficient services

So that we can improve our approach to customer service we:

Strive to address customer enquiries within a reasonable timeframe, whether in writing, verbally or face to face

Regularly review customer service performance, and incorporate findings in staff training and development activities.

Service Standards

The following service standards apply when communicating with customers:

Email 

When not in the office for an extended period, management and staff will ensure that out-of-office notification is activated.

Management and staff will respond to customer emails in a timely manner.

Management and staff will use Plain English when replying to customer emails.

Website

Management and staff will.

Ensure that the information contained on the website is updated and accurate

Ensure that contact information is updated

Answer customer enquiries with a 24-hour period. 

When collection information via our website, ensure that our Privacy policy is easily accessible and available on our website.

Social and Digital Channels

Management and staff will ensure that customer enquiries and complaints received via the organisation’s social media and digital channels are answered in a timely and accurate manner.

Complaints Handling 

The Cheeky Prices  complaints process is visible and accessible to staff. It is written in a way that management and staff can easily understand, using Plain English. 

We acknowledge that the resolution of customer complaints is a key component of effective customer service.

Complaints handling process

We have the following procedures in place for handling complaints.

Initial complaint

Listen respectfully to the customer in a fair and impartial way.

If the complaint is received in writing, acknowledge the complaint within a 24- to 48-hour period.

Ensure our name and contact details are clearly visible and accessible throughout our website and social media channels.

Record the customer complaint in writing, obtaining all relevant details. The organisation will not usually action anonymous complaints.

Attempt to resolve customer complaints during the first stage.

If complaints cannot be resolved, escalate the complaint to a supervisor or manager.

Acknowledge that staff members have the right to be protected from unreasonable and abusive customers.

Escalated complaint

Management are to keep the customer informed of the steps being taken to resolve the escalated complaint.

Management are to attempt to resolve the escalated complaint promptly.

Complaint resolution

Management are to advise the customer of the outcome and explain the decisions clearly.

Cheeky Prices will fix errors willingly.

Management are to inform the customer of ongoing improvements to the business, if relevant.

Vulnerable Persons Policy

We understand the importance for our customers to receive the appropriate information about the products and services that we offer to enable them to make an informed decision. When entering into a Cheeky Prices service agreement it is vital that our customers fully understand their obligations. There are occasions when someone, due to their circumstances, may be vulnerable and therefore especially susceptible to detriment. We therefore need to ensure that we consider the circumstances of each individual and during our dealings with them, tailor our approach, remove any barriers that restrict the customer from accessing our products and services and achieving a satisfactory outcome.

Recognising consumer vulnerability

We realise that a customer may be vulnerable or potentially vulnerable for various reasons and these may include mental or physical infirmity, age, credulity, addiction, a recent change in circumstances, new to finance commitments or a particular finance product, learning difficulties, illiteracy and/or where English is not the customer’s first language. The reason for the vulnerability could be permanent or a temporary situation.  Our staff are trained to ask our customers questions and to actively listen to responses. A customer may reveal information that suggests that they could be vulnerable (self-identification) or we may recognise certain behaviours which could indicate that a customer is potentially vulnerable.

What happens if a customer is identified as being vulnerable?

Being identified as being vulnerable does not prohibit a customer from obtaining a Cheeky Prices account. Due to the diversity of the factors that can contribute to the level of customer vulnerability, there will not be one approach that can be adopted to fit each circumstance. However, examples of how we may ensure that the customer receives a fair outcome could be the way that we communicate, asking more questions, taking more time to go over things, and/or make suggestions for another family member to be party to the conversations. The overriding principle in our dealings with vulnerable customers is that fair outcomes are achieved throughout the customer journey, and any barriers are removed to access our products and services.

We will always deal with our customers respectfully and with integrity.