Customer Wi-Fi Acceptable Use Policy

Wi-Fi service expectations for holiday home owners using our private network.

1. Service Coverage Expectations:

Your Private Network Wi-Fi coverage is available within your holiday home (for internet access in our facilities, please use the Guest@“YourPark” Wi-Fi service).

Coverage is intended for a minimum of 50% of your Holiday Home but can be impacted by wall density, the insulation of your holiday home and certain materials used in construction. Although best endeavours will be made, 100% coverage throughout the season is not guaranteed & should not be expected.

2. Speed/Usage:

You can expect the following:

• At least 10Mbps Upload and Download and limited to 40Mbps per holiday home, which is adequate for streaming music and standard definition video.

• Enough bandwidth for internet browsing and email access (among other low bandwidth internet services).

• Device intercommunication is allowed. For example, printing to a wireless printer or using a Chromecast (or equivalent) to cast media to a Smart TV.

However, you should not expect the following as they are not supported:

• Guarantees of consistent speed during peak times. Although you should always have a stable connection from within core facilities & receptions.

• Increased Mobile Phone signal.

• A reliable and consistent Online Gaming or Media Streaming experience.

• Warranties or service level assurances.

• Ethernet Port connectivity – Our devices are configured to provide Wireless connectivity only.

3. Guest Network:

There is an alternative Guest wireless network for guests using your Holiday Home. You may ask them to use this network rather than use your own account. Please find assistance with connecting in our Guest Network Service Page.

The Guest network is throttled to a maximum upload and download speed of 6mbps.

4. Service Support:

Shorefield Holidays Ltd employees are not permitted to configure your devices; however, advice and assistance may be given.

Service black spots will be investigated with Shorefield owned equipment to confirm if the network is within original working parameters.

Best endeavours will be made to resolve black spots without additional cost to owners.

If 50% coverage is achieved, Shorefield Team are not obliged to take further steps. Additional works or equipment would be chargeable to the owner with a quote being arranged with our Sales Team.

To request assistance with the Wi-Fi service, please first contact your parks Reception team. Alternatively, or for further troubleshooting assistance please raise a support request via our portal. Our Wi-Fi support team will respond within 2 working days between 8:30-17:00 Mon-Fri & between 8:30-13:00 Saturday.

5. Connecting to your Private Network:

The access details to your personal, private network will have been provided to you, but if you would like us to resend them, please email wifi.support@shorefield.co.uk including your park and unit details. Alternatively, you can speak to our reception or ownership team.

To connect your wireless-ready device to your private network please follow the below steps:

1. On your device, check for an Internet Connection or Wi-Fi icon within the device settings.

2. Click this icon to see the available networks.

3. Select your Wi-Fi network (Your pitch/holiday home number e.g. M003, this will have been provided in your welcome letter) and click Connect.

4. Enter your password when prompted

5. When the display shows "Connected", you can browse the internet.

Terms and Conditions:

On occasions, for technical, legal or operational reasons, the service may not be available. We will also control the types of material that can be sent or received over the Wi-Fi service. You must not rely on the Wi-Fi service for emergency calling or work purposes. If necessary, we can also suspend your access at any time at our sole discretion without responsibility to you. Your use of the Wi-Fi service is at your own risk, we are not responsible to you for any damages, losses, costs or expenses you suffer because the Wi-Fi service is unavailable, does not operate as expected or causes loss or damage to any data.

The Network may not be used in a manner that damages Shorefield Holidays Limited's reputation or goodwill; violates another ISP's acceptable use policy and/or terms of service; or interferes with another's use of the network.

Full Terms and Conditions of the service are available here.

Wi-Fi service expectations for holiday home owners using our VIP network.

Our intention of service is to provide reasonable and reliable connection throughout the accommodation and facilities areas of the park for the purposes of light internet browsing and checking emails.

1. VIP Service Coverage Expectations:

Wi-Fi coverage is available throughout the accommodation and facilities areas of the park.

Coverage is intended for a minimum of 50% of your Holiday Home but can be impacted by seasonal foliage or the insulation of your holiday home. 100% coverage throughout the season is not guaranteed & should not be expected.

2. Speed/Usage:

You can expect the following:

• 6mbps Upload and Download per device connection, which is adequate for streaming music and standard definition video per device.

• Internet browsing and email access (low bandwidth internet services).

However, you should not expect the following as they are not supported:

• Guarantees of consistent speed during peak times. Although you should always have a stable connection from within core facilities & receptions.

• Setting up your own network as devices are hidden from each other for security reasons.

• Increased Mobile Phone signal.

• A reliable and consistent Online Gaming or Media Streaming experience.

• Warranties or service level assurances.

• Devices that need inter-communication on the local network will not be supported i.e. Chromecast and printers.

3. Device Connection

You will be provided with 1 VIP Pass code per Holiday Home.

This code can be used to connect a maximum of 10 devices to the wireless network at any one time.

There is an alternative Guest wireless network for guests using your Holiday Home. It is recommended you ask them to use this network rather than use your own account. Please find assistance in our Guest Network Service Page.

Ethernet Port connectivity – Our devices are configured to provide Wireless connectivity only.

4. Service Support

Shorefield Holidays Ltd employees are not permitted to configure your devices; however, advice and assistance may be given.

Service black spots will be investigated with Shorefield owned equipment to confirm if the network is within original working parameters.

Best endeavours will be made to resolve black spots without additional cost to owners.

If 50% coverage is achieved, Shorefield Team are not obliged to take further steps. Additional works or equipment would be chargeable to the owner with a quote being arranged with our Sales Team.

To request assistance with the Wi-Fi service, please first contact your parks Reception team. Alternatively, or for further troubleshooting assistance please raise a support request via our portal. Our Wi-Fi support team will respond within 2 working days between 08:30-17:00 Mon-Fri & between 8:30-13:00 Saturday.

5. Connecting to your VIP Network

The access details to your VIP Network will have been provided to you, but if you would like us to resend them, please email wifi.support@shorefield.co.uk including your park and unit details. Alternatively, you can speak to our reception or ownership team.

To connect your wireless-ready device to your VIP Network please follow the below steps:

1. On your device, check for an Internet Connection or Wi-Fi icon within the device settings.

2. Click this icon to see the available networks.

3. Select the VIP Network (VIP@”Your Park”) and click Connect.

4. Enter your password when prompted

5. When the display shows "Connected", you can browse the internet.

Terms and Conditions:

On occasions, for technical, legal or operational reasons, the service may not be available. We will also control the types of material that can be sent or received over the Wi-Fi service. You must not rely on the Wi-Fi service for emergency calling or work purposes. If necessary, we can also suspend your access at any time at our sole discretion without responsibility to you. Your use of the Wi-Fi service is at your own risk, we are not responsible to you for any damages, losses, costs or expenses you suffer because the Wi-Fi service is unavailable, does not operate as expected or causes loss or damage to any data.

The Network may not be used in a manner that damages Shorefield Holidays Limited's reputation or goodwill; violates another ISP's acceptable use policy and/or terms of service; or interferes with another's use of the network.

Full Terms and Conditions of the service are available here.

Connecting to our Guest Wi-Fi Network

To connect to our Guest Wi-Fi at Shorefield Country Park, Lytton Lawn, Oakdene Forest Park, Forest Edge Holiday Park, Merley Holiday Park or Swanage Coastal park:

• On your device browse the list of available wireless networks.

• Select ‘Guest@Shorefield’ or ‘Guest@Oakdene’ or ‘Guest@Merley’ or ‘Guest@Swanage’ or ‘Guest@ForestEdge’ or 'Guest@Wilksworth' or 'Guest@LyttonLawn' from the list of networks.

Wait for a few seconds to see if the login page appears where you will have to accept the T&C’s to connect. If the login page doesn’t appear automatically, your device may automatically connect to the network.

If you are having problems connecting to the Guest Wi-Fi please try these basic trouble shooting steps (These are instructions for an iPhone but the idea would generally be the same for other devices):

• Forget the ‘Guest@Shorefield’ and ‘VIP@Shorefield’ network. This is achieved on an iPhone by going to settings -> Wi-Fi -> clicking the network then selecting “Forget this network”.

• Now select the ‘Guest@Shorefield’ network again.

• If you are still unable to connect then one final step would be to clear your browsing history and data. If you are happy to do this, then to achieve this on an iPhone go to settings -> Safari -> Clear History and Clear Cookies and Data (These may be worded differently depending on what type of phone you have – other types of phone will have a slightly different method for clearing cookies and browsing history)

• After the step above has been done. Try the steps from the start again.

To request assistance with the Wi-Fi service, please first contact your parks Reception team. If further troubleshooting is required, our Reception Team will liaise with our Wi-Fi support Team. Our Wi-Fi support team will respond within 2 working days between 08:30-17:00 Mon-Fri & between 8:30-13:00 Saturday.

If you feel that you require a faster connection for the duration of your stay, you can purchase an upgraded Wi-Fi service at Reception (not available at Lytton Lawn). This network has access to a higher bandwidth, and you can have up to 10 devices connected to it at any one time. You can find out more about our Wi-Fi Upgrade here. If you purchase the Upgraded Wi-Fi, make sure you “Forget” the Guest network on your devices before you connect using the details provided by Reception.

We are always considering ways to improve your experience of our wireless network and have made the decision to block access to unauthorised VPNs as they are detected by UK streaming services and we risk these services being blocked for our Owners. It is our belief the majority of owners wish to stream UK TV on our wireless network and we do not want the few to impact the many.

However, if you occasionally use a VPN for remote working, please can you kindly complete this form to request a VPN for remote working purposes. Our team will then be able to consider your request, and you can avoid any interruption.

Whilst you are welcome to use a VPN for occasional remote working, may we remind you that you may not conduct a business from your Holiday Home.

Access to the Service

The service is a public service provided by Shorefield Holidays Limited (SHL). Your access to the Service is completely at the discretion of SHL, and your access to the Service may be blocked, suspended, or terminated at any time, without warning and for any reason including, but not limited to, violation of this Agreement, contravention of the spirit in which the service is provided, actions that may lead to liability for SHL or its owners, disruption of access to other Users or networks, and violation of applicable laws or regulations. SHL may revise this Agreement at any time. You must accept this Agreement each time you use the Service and it is your responsibility to review it for any changes each time.

The Service

The spirit in which the service is provided encompasses both fair sharing of the available bandwidth and content suitable for our family park environments.

Restricted categories are illegal or adult content not suitable for access by minors. For a full list of restricted categories please contact wifi.support@shorefield.co.uk

To ensure the service maintains a spirit of fair bandwidth sharing for all users the service is provided for the purpose of light browsing, emailing and light internet calling. Use of P2P, Usenet, uploading/downloading of large files or any other use which could spoil or potentially spoil the enjoyment of the service by other users will contravene the spirit in which the service is provided.

Acceptable Use of the Service

SHL supports the free flow of information and ideas over the Internet. Your access to the Service is conditioned on legal and appropriate use of the Service. Your use of the Service and any activities conducted online through the Service shall not violate any applicable law or regulation or the rights of SHL, or any third party.

In order to provide the service at a minimum cost the following activities are prohibited:

The use of the Service for the following activities is prohibited:

Spamming and Invasion of Privacy

• Sending of unsolicited bulk and/or commercial messages over the Internet using the Service or using the Service for activities that invade another's privacy.

Intellectual Property Right Violations

• Engaging in any activity that infringes or misappropriates the intellectual property rights of others, including patents, copyrights, trademarks, service marks, trade secrets, or any other proprietary right of any third party.

Obscene or Indecent Speech or Materials

• Using SHL’ to advertise, solicit, transmit, store, post, display, or otherwise make available obscene or indecent images or other materials. SHL will notify and fully cooperate with law enforcement if it becomes aware of any use of the Service in any connection with child pornography or the solicitation of sex with minors.

Defamatory or Abusive Language

• Using the Service to transmit, post, upload, or otherwise making available defamatory, harassing, abusive, or threatening material or language that encourages bodily harm, destruction of property or harasses another.

Forging of Headers

• Forging or misrepresenting message headers, whether in whole or in part, to mask the originator of the message.

Hacking

• Accessing illegally or without authorization computers, accounts, equipment or networks belonging to another party, or attempting to penetrate security measures of another system. This includes any activity that may be used as a precursor to an attempted system penetration, including, but not limited to, port scans, stealth scans, or other information gathering activity.

Distribution of Internet Viruses, Trojan Horses, or Other Destructive Activities

• Distributing information regarding the creation of and sending Internet viruses, worms, Trojan Horses, pinging, flooding, mailbombing, or denial of service attacks. Also, activities that disrupt the use of or interfere with the ability of others to effectively use the Node or any connected network, system, service, or equipment.

Facilitating a Violation of this Agreement of Use

• Advertising, transmitting, or otherwise making available any software product, product, or service that is designed to violate this Agreement, which includes the facilitation of the means to spam, initiation of pinging, flooding, mailbombing, denial of service attacks, and piracy of software.

Export Control Violations

• The transfer of technology, software, or other materials in violation of applicable export laws and regulations, including but not limited to the U.K. Export Administration Regulations and Executive Orders.

Other Illegal Activities

• Using the Service in violation of applicable law and regulation, including, but not limited to, advertising, transmitting, or otherwise making available ponzi schemes, pyramid schemes, fraudulently charging credit cards, pirating software, or making fraudulent offers to sell or buy products, items, or services.

Resale

• The sale, transfer, or rental of the Service to customers, clients or other third parties, either directly or as part of a service or product created for resale.

Notice of Violations of the AUP

• SHL requests that anyone who believes that there is a violation of the AUP contact us.

Disclaimer

You acknowledge:

• that the Service may not be uninterrupted or error-free;

• that viruses or other harmful applications may be available through the Service;

• that SHL does not guarantee the security of the Service and that unauthorized third parties may access your computer or files or otherwise monitor your connection;

• that SHL ability to provide the Service to Ambassadors as per the charges specified in the site fees is based on the limited warranty, disclaimer and limitation of liability specified in this Section. The Service would require additional charges if any of these provisions were unenforceable.

The service and any products or services provided on or in connection with the service are provided on an "as is", "as available" basis without warranties of any kind. All warranties, conditions, representations, indemnities and guarantees with respect to the content or service and the operation, capacity, speed, functionality, qualifications, or capabilities of the services, goods or personnel resources provided hereunder, whether express or implied, arising by law, custom, prior oral or written statements by SHL, or otherwise (including, but not limited to any warranty of satisfactory quality, merchantability, fitness for particular purpose, title and non-infringement) are hereby overridden, excluded and disclaimed. Some jurisdictions do not allow the exclusion of certain warranties, so the above exclusions may not apply to you.

No Consequential Damages

Under no circumstances will SHL, its owners, their suppliers or licensors, or their respective officers, directors, employees, agents, and affiliates be liable for consequential, indirect, special, punitive or incidental damages or lost profits, whether foreseeable or unforeseeable, based on claims of customer, its appointees or its or their customers (including, but not limited to, unauthorized access, damage, or theft of your system or data, claims for loss of goodwill, claims for loss of data, use of or reliance on the service, stoppage of other work or impairment of other assets, or damage caused to equipment or programs from any virus or other harmful application), arising out of breach or failure of express or implied warranty, breach of contract, misrepresentation, negligence, strict liability in tort or otherwise.

In no event will the aggregate liability that SHL or its owners may incur in any action or proceeding exceed £7.50. The limitations, exclusions and disclaimers set forth in this section will not apply only if and to the extent that the law or a court of competent jurisdiction requires liability under applicable law beyond and despite these limitations, exclusions and disclaimers.

Indemnity

You agree to indemnify and hold harmless SHL, its owners, and its and their suppliers and licensors, officers, directors, employees, agents and affiliates from any claim, liability, loss, damage, cost, or expense (including without limitation reasonable solicitor's fees) arising out of or related to your use of the Service, any materials downloaded or uploaded through the Service, any actions taken by you in connection with your use of the Service, any violation of any third party's rights or an violation of law or regulation, or any breach of this agreement. This Section will not be construed to limit or exclude any other claims or remedies that SHL may assert under this Agreement or by law.

Arbitration

You agree to submit any and all controversies or claims arising out of or relating to this Agreement or the existence, validity, breach or termination thereof, whether during or after its term, to an arbitrator. The arbitrator may, at either party's request, grant injunctive relief. The arbitral award will be the exclusive remedy of the parties for all claims, counterclaims, issues or accountings presented or plead to the arbitrator. Judgment upon the arbitral award may be entered in any court that has jurisdiction thereof. Any additional costs, fees or expenses incurred in enforcing the arbitral award will be charged against the party that resists its enforcement. Nothing in this Section will prevent the parties from seeking interim injunctive relief against one another.

Interpretation

This Agreement shall not be construed as creating a partnership, joint venture, agency relationship or granting a franchise between the parties. Except as otherwise provided above, any waiver, amendment or other modification of this Agreement will not be effective unless in writing and signed by the party against whom enforcement is sought. If any provision of this Agreement is held to be unenforceable, in whole or in part, such holding will not affect the validity of the other provisions of this Agreement.

SHL’ performance of this Agreement is subject to existing laws and legal process, and nothing contained in this Agreement shall waive or impede SHL’ right to comply with law enforcement requests or requirements relating to your use of this Service or information provided to or gathered by SHL with respect to such use. This Agreement constitutes the complete and entire statement of all terms, conditions and representations of the agreement between you and SHL with respect to its subject matter and supersedes all prior writings or understanding.