I have new passwords and the site won't let me in

You must enter your passwords exactly how they are sent, the system is case sensitive. Don't confuse 0 (zero) with o (lower case letter o). If your passwords still do not let you in then please Submit a Ticket

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Where do I find the FREE Newsletter?

Simply enter your details in the form on the right and we'll get the next edition out as soon as we can.

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I can't find my order reference

When you subscribe you are sent an order reference with your receipt of payment - this is the most reliable way we have to trace you in our system. If for some reason you cannot find this then please let us know and we'll send out a new one. In order for us to find you without the order reference we need the last FIVE digits of the card used to subscribe

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I wish to cancel my subscription to gauk

You have total control over your payments. Canceling your account is a very simple process. Go Here

Please note that we have no control over your Paypal account.

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I cancelled my subscription and I want a refund of the balance

If a payment is taken AFTER the account is cancelled (instructions Here) then the customer is entitled to a full refund. An investigation will be instigated and any script bugs will be eliminated.

Under normal circumstances gauk are unable to offer pro-rata refunds.

Once you go through the subscription set up process, accept the terms and activate your payments then access for the service is set by the software, a bit like buying talk time on a mobile phone. You can cancel at any time before a payment is due but if you do not, then you are ordering a further period for which a payment is taken. If you do not wish to renew a subscription period then you must cancel your payments to gauk.

From the website terms and conditions: If the subscriber/cardholder does not cancel continuous authority with gauk Online in the described manner (Cancellation instructions Here), passwords remain live and subscription payments will continue for the requested payment option. Payments for this period are non-refundable as either a full or partial payment.

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I cancelled my subscription and I have noticed a payment on my statement

Canceling your account is a very simple process. When someone subscribes to the service they agree to follow the cancellation process. Members have control over their payments and cancel at any time.

Cancellation instructions are Here

TO AVIOD ANY CONFUSION WE DO NOT PROCESS CANCELATIONS IN ANY OTHER WAY, WE DO NOT ACCEPT PHONE CALLS, FAXES OR MAIL TO AN ADDRESS. ALL CANCELATIONS ARE THROUGH THE SIMPLE ONLINE PROCESS. HERE ARE THE RELEVANT TERMS REGARDING CANCELATION. IF YOU DO NOT FOLLOW THE SIMPLE CANCELATION SYSTEM GOVERNMENT AUCTIONS CANNOT BE HELD RESPONSIBLE FOR SUBSEQUENT SUBSCRIPTION DEBITS:

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I have noticed a payment on my statement which I don't think I authorized

I am thinking of contacting my credit card company to dispute a payment

gauk Online service is available by subscription only.

Below is a screen shot of the extremely simple terms you accepted on subscribing authorizing continual subscription payments:

NOTE - YOU CANNOT PROCEED WITHOUT ACCEPTING THE TERMS.

IF YOU INTENTIONALLY MAKE AN ILLEGAL CHARGE BACK FOR GOODS OR SERVICES RECEIVED gauk WILL TAKE IMMEDIATE ACTION.

When you subscribed to the gauk Online website we supplied the the service.

Making a charge back for goods or services received is illegal, interpreted as 'obtaining goods or services by deception' and in direct violation of gauk Online terms and conditions which you accepted on signing up. http://www.governmentauctionsuk.com/terms.php

Not only do you have to indicate your agreement to subscription services on setting up your membership, we explain in detail in no less than SEVEN places your subscription options INCLUDING your welcome email and on your welcome page when you first log in. You are also sent a receipt via your payment processor with subscription options. FURTHERMORE you actually have a My Profile page accessed from the main navigation in the member's area setting out your payment history with a great big cancel button.

You have total control over your payment options as outlined when you subscribed, and in your welcome email under 'My Profile' in your member's area.

The sign up is 100% clear and it is impossible to proceed to the payment areas without agreeing to the Terms and Conditions.

4.1 Subscription payments will be taken automatically (depending on subscription option) and will appear on the subscriber's bank statement as 'Gov Auctions UK', Auctions International Ltd, Government Auctions UK LLC (or a variant of). Subscribers/cardholders give gauk Online continuous authority to debit their credit/debit card on that basis.

We do however understand that not everyone reads through the terms so we make it crystal clear that this is a subscription only service at every point in the sign up.

If a subscriber does not cancel their account using the simple online process they are indicating their desire to remain active. gauk Online supply the service in good faith and the relevant payment is taken.

They agree to pay an initial administration fee of £30 levied to defend the charge back. They agree to pay further costs at a rate of £30 per communication should it be necessary. The cardholder hereby authorizes gauk Online to make such charges automatically, without further authorization.

If an invoice has to be raised the cardholder will to agree to make the payment within seven days of invoice - The cardholder will agree to forgo any rights whatsoever to defend the disputed amount, administration charges plus any associated costs incurred by gauk Online should it be necessary to recover it through the County Courts.

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What is The gauk Online refund policy?

The refund policy covering all gauk Online products state that gauk Online will refund 100% of the purchase/subscription cost should the product/service fail to deliver in any way from its description.

To receive a full refund the claimant must demonstrate that after following all published material instructions and taken advice from support the product/service has failed in its description.

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I chose an option and noticed the price has changed

The cost of subscription is set at a standard rate but we often have offers giving large discounts.

For example: We have recently had a promotion on yearly memberships. Subscriptions are simply reverting to the standard rate in the second year. We do make this very clear on the join page and the subsequent sign up process. An example of this is the 50% discount we often give

WHEN YOU SUBSCRIBE TO YEARLY SUBSCRIPTIONS YOU WOULD SEE THIS:
'Click Here' Option 2 - for an unbelievable 50% discount off your first year's subscription...

THEN ON THAT SAME PAGE THIS:
Subscription payments will be taken automatically on monthly or yearly basis (depending on subscription option) and will appear on your statement as Gov Auctions UK. If you wish to cancel at any time simply Click Here and forward your payment receipt. (You are instructed to keep your payment receipt several times during the sign up).

THEN AFTER CLICKING ON OPTION 2 YOU MOVE ONTO THE SUBSCRIPTION FORM:You are presented with the terms and conditions in the subscription form BEFORE moving on and entering your payment details. It is at this point you leave a box checked to say you have read and accepted all the terms.

PLEASE NOTE THAT FULL TERMS AND CONDITIONS ARE AVAILABLE FROM THE JOIN PAGE AND CAN BE READ BEFORE YOU EVEN GO TO THE SUBSCRIBE FORMS.

Then finally it reminds you of the process on your welcome e-mail. We present the terms in several places to protect the customer and inform them of our systems up front, creating an atmosphere of honesty and openness. Please bear in mind that when you subscribe you cannot complete the process unless you confirm that you have read and accepted the terms, which are outlined in the subscription form.

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I wanted a trial for one month

There is no one month trial option, in fact we have never offered a trial period of any description. We do however, offer substantial discounts off the subscription standard rate from time to time. If you only want to subscribe for a month that's fine, you can cancel at any time.

When choosing the monthly option you are requesting that provide the service until you no longer wish it. We used to have a system where people had to sign up each time they wanted a month but we received so many complaints because the passwords expired every month and they had to go through the process again, we changed to continuous authority.

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What is the £30 admin fee for in the terms and conditions?

This relates to the rare occasions when we receive an illegal payment dispute. Unfortunately, there are a few rotten apples who are in the habit of ordering goods and then claiming that a transaction was not authorized and asking the bank to claw their money back through their credit card companies, abusing consumer law designed to protect purchasers.

PLEASE NOTE THAT THIS CLAUSE ONLY APPLIES TO A 'DISPUTED TRANSACTION' 'AUTHORITY NOT GIVEN' AND THERE ARE ABSOLUTELY NO OTHER CHARGES RELATING TO gauk SUBSCRIPTION

4.6 If a cardholder instigates a 'Disputed Transaction - Authority Not Given' charge back. for either an initial single transaction, or continuous authority transaction, with their credit card company - for whatever reason - and it subsequently transpires (a) the card was not used fraudulently, (b) the cardholder has not cancelled in the described manner (see 4.3) or (c) the card was not used without the cardholder's knowledge, the following applies:

The cardholder agrees to withdraw the dispute immediately, or as soon as is reasonably possible, with their credit card company. They will agree to their card company re accrediting gauk Online's account for the disputed amount. They agree to pay an initial administration fee of £30 levied to defend the charge back. They agree to pay further costs at a rate of £30 per communication should it be necessary.You hereby authorize us to make such charges automatically, without further authorization from you. If an invoice has to be raised the cardholder will to agree to make the payment within seven days of invoice - The cardholder will agree to forgo any rights whatsoever to defend the disputed amount, administration charges plus any associated costs incurred by gauk Online should it be necessary to recover it through the County Courts.

Fraud:
gauk Online will pursue and prosecute to the fullest extent of the law any individual(s) who attempt to use our systems, software, or services for the purpose of fraudulent transactions.

gauk Online maintains ethical practices and will not tolerate any misuse of our tools and resources by any third party. If misuse occurs, we will do everything in our power to immediately terminate the relationship and prevent any further misuse.

4.7 Should the cardholder suspect their card has been used in a fraudulent transaction, and cardholder signs a 'Disputed Transaction - Authority Not Given' charge back. for either an initial single transaction, or continuous authority transaction, with their credit card company they must inform the relevant authorities (credit card fraud department, police etc) at the earliest available opportunity and instruct them to carry out a full investigation into the alleged misuse of the card. gauk Online will furnish the investigating authority with all records of the transaction including ip addresses which can be traced directly to the computer that made the transaction.

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I do not use the service and would like a refund

We are unable to offer pro-rata refunds.

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What is a Continuous Payment Authority? (CPA)

It can be set up using plastic cards, both credit and debit cards can be used. It's similar to direct debit because payments are debited from the account which is linked to the card.

How do I cancel a Continuous Payment Authority?

Any reputable company will have options for cancelling a membership or subscription and gauk is no exception! You have total control over your payment options under 'My Profile' in your member's area. Here you can manage payments and even cancel them at the click of a button.

Furthermore, your payment processors Worldpay (Royal Bank of Scotland) Secpay (on behalf of Barclays) and Paypal have several options for cancelling a CPA including direct phone numbers which can be found HERE

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