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Code of Practise

Yahoo UK & Ireland: who are we and what do we do?

We are Yahoo! UK Ltd (“Yahoo”) and we provide users with access to a rich collection of online resources on our websites Yahoo.co.uk and Yahoo.ie, including:

  • communications tools, such as email and instant messenger
  • search engine and directory listings
  • online communities and forums
  • news and information
  • fun and entertainment, such as music, games and personals
  • travel, shopping and other e-commerce services
  • personalised content and services

You can find details of the full range of services, with information about how to obtain them, on our website by clicking here.

At the top left-hand corner or at the bottom of the page of each page of our website, you will find a “Help” link that takes you to Help Central. Help Central provides a whole host of helpful information – for instance, further details about our services, how to make the most of them, helpful guidelines, and information about how to complain or give us feedback.

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Purpose of this code of practice

We hope this code helps you to:

  • find details on how to contact Yahoo
  • find information on our services
  • understand what you can expect from us after you have made a purchase or registered for a service
  • find contact details for complaint bodies unconnected with us.

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How to contact us

Our company address and other contact details are as follows:

Yahoo! UK Ltd
125 Shaftesbury Avenue
London
WC2H 8AD
Tel: +44 (0) 20 7131 1000
Fax: +44 (0) 20 7131 1001

The best way to contact us is online - by using one of the links below. These links will give you forms that enable you to tell us your concern in a way that we can deal with efficiently.

  • For enquiries about a Yahoo service you have paid for: go to our Premium Services Feedback Form.
  • For enquiries about the BT Yahoo service: go to the BT Yahoo Code of Practice
  • For enquiries or complaints about our website in general: go to our Information Centre.
  • For complaints about abusive content or behaviour on Yahoo: for our help pages on reporting abuse and inappropriate comments, please go to our help site, look through "Help by Topic", and click the link for Suspicious activity and spam.
  • Alternatively, check out the information in our Help Central to see if your questions are already answered there – Help Central.

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How to contact related organisations outside Yahoo

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Our mission

To be the most essential global internet service for consumers and businesses.

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Customer service

Your experience in using our internet service is important to us. Our aim is make our services informative and user friendly while continuously seeking to enhance their content. We have a list of all our services available here. Each of our pages will contain a link to our Help pages - this link is in the top right-hand corner. On the Help pages will be a list of our frequently asked questions, which may help you.

We value your feedback and take users’ opinions into account when improving our services.

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Buying our services

You can buy our services online only. By signing up online for any of our free or pay-for services, you agree to receive service immediately. You should be able to use the service immediately or soon after ordering.

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Cancellation – free services

You may cancel your registration with any of our free services at any time. For cancellation of your Yahoo account, please go to https://edit.yahoo.com/config/delete_user. For more information about cancelling your Yahoo account, please go to Help for Yahoo Account.

We may cancel your registration if you break our Terms of Service. Our Terms of Service sets out guidelines on acceptable use of our services.

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Cancellation – premium services

Your right to cancel depends on the type of service you have registered for.

For Yahoo Mail Plus – You may cancel your subscription to the service at any time, although there is a 12- month minimum contract period. You will only be entitled to a refund if you cancel the service within 14 days of activating it. If you cancel the service more than 14 days after activation, you will not be entitled to a refund and your subscription will remain active for the rest of the 12- month period for which you have paid. However, it will not automatically renew at the end of that period. To find out more about cancelling the service, please see Yahoo Mail Plus Terms of Service.

For Personals Subscription – The services offered through Yahoo Personals are provided by and are the sole responsibility of Match.com International Limited. Any enquiry or claim concerning the service, any content on the service and/or any data collected in connection with the service needs to be raised with Match.com International Limited directly. Match.com Terms of Service here.

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Pricing

Prices for our services are displayed to you before you pay for your purchase. Any changes to our prices will also be displayed on our website.

  • Prices for Yahoo Mail Plus can be found here
  • Prices for Personals Subscription can be found here

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Billing

We accept payment by debit card (Switch / Solo) and credit card (Visa, MasterCard and American Express). We take debit and credit card payments automatically every billing cycle. Your billing cycle will vary depending on which subscription package you choose, e.g., 3 months or 12 months.

Billing itemisation – Invoices are available in Yahoo Wallet which is accessed by logging into your online mail account at https://billing.yahoo.com. On that page, you will find the following information:

  • the subscription plan that you have selected
  • the price that you have paid
  • when you will next be billed

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Disconnection for non-payment

For Mail Extra Storage - If your credit card is invalid for any reason or Yahoo does not receive payment for the service, we will downgrade your mailbox to the storage size of a free Yahoo mailbox.

For Personals Subscription - If your credit card is invalid for any reason we will suspend or cancel your Personals Subscription account immediately, and permanently delete all the information within it.

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Quality of service

Our service is designed to be available 24 hours every day and we give you prior warning if there is a planned interruption that may affect your use of our services. However, as we do not provide internet access services, we are not responsible if you cannot use our services during events that are beyond our control, for example, a failure of the telecommunications infrastructure or the inability of your internet access service provider to provide internet access to you.

We do not offer any service-level guarantees and, under our terms of service, we are not responsible for indirect or consequential losses.

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Complaints – unacceptable material/abuse

If you wish to make a complaint about unacceptable material on our site or misuse of our site, please go to our help pages on reporting abuse and inappropriate comments: visit our help site, look through "Help by Topic", and click the link for Suspicious activity and spam.

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Complaints – our services

For other complaints, including about our services, please go to our Information Centre. For more information on contacting us, see the section “How to contact us” above.

We try our best to respond to most complaints within 4 days of receiving them. However, we cannot guarantee any time period within which we will respond to or resolve any issue because this will depend on its type and severity.

If one of our Customer Care Representatives is unable to resolve your concern, the matter will be escalated to a Supervisor.

If we have not resolved your complaint to your satisfaction within 12 weeks of your initial complaint or if you have received a letter from us stating that your complaint has reached “deadlock”, then you should follow the procedure set out under “Sorting out disagreements” below, which includes an explanation of how you can refer your complaint to the Communications and Internet Services Adjudication Scheme.

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Sorting out disagreements

Yahoo is a member of the Communications and Internet Services Adjudication Scheme (CISAS). If we have not resolved your complaint to your satisfaction within 12 weeks of your initial complaint or if you have received a letter from us stating that your complaint has reached “deadlock”, you may take your complaint further through CISAS.

CISAS

C/o The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP
Tel: +44 (0) 20 7421 7444
Fax: +44 (0) 20 7404 7150

Email: cisas@arbitrators.org

This scheme is administered by The Chartered Institute of Arbitrators. You may contact CISAS in relation to any complaints or disputes that you do not feel Yahoo has dealt with satisfactorily. For more information relating to this scheme, please visit http://www.cisas.org.uk/. (Guidance notes and an application form on which to make your complaint are available on this website.)

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Your privacy

Yahoo takes your privacy seriously. Our Privacy Policy lets you know the types of personal information that we collect about you and how we may use that information.

We will not sell or rent your personal information to anyone without your consent. Even when you have given us your consent, you will get the opportunity to tell us you don’t want to continue to receive our marketing information each time we contact you. (This does not apply to messages from us about our core service, which let you know about important updates or changes to our service.)

Any personal information you provide to Yahoo is protected under the Data Protection Act 1998. Yahoo complies fully with this Act and is registered with the Information Commissioner under registration number Z743302X.

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Terms of service

Your use of Yahoo.co.uk and Yahoo.ie will be subject to our Terms of Service.

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Communicating with you

We may communicate with you by email (to your yahoo.co.uk or yahoo.ie email address) or regular mail. We may also tell you about changes to our Terms of Service, Privacy Policy, or other matters by displaying general notices or links to notices on our website.

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Social responsibility

We want you to enjoy using Yahoo’s services. Our Terms of Service sets out guidance on acceptable behaviour on our sites. When notified, we take steps to prevent anyone from carrying on unacceptable behaviour in breach of our Terms of Service.

Children and young people can be vulnerable to various forms of exploitation on the internet and we offer various tools that can help make your and your young ones’ internet experience safer. Please see our Parents’ Guide.

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Accessibility for users with disabilities

Yahoo UK & Ireland is committed to ensuring that our sites do not present an obstacle to users of assistive technologies whenever possible. When a site or page cannot be made to correctly function with assistive technologies, we will seek a reasonable alternative offering the same information and services. Please find and click the   Accessibility link in "Help by Topic" in Help Central for more details.

The Yahoo Accessibility Help area includes several FAQs about the accessibility of our key products, and how to get the best out of these products with assistive technologies or alternative settings. Please find and click the   Accessibility link in "Help by Topic" in Help Central for more details.

We are always open to suggestions on how we might improve the accessibility of our services. If you have any thoughts on this, or any concerns about accessibility, please let us know by contacting our customer care teamhere.

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Obtaining further copies of this Code

To obtain further copies of this Code, you may download and/or print it as many times as you need.

Updating our Code of Practice

This Code has been approved by Ofcom.

We will review and update our Code every six months to reflect any changes to our services. Please come back to this page periodically to see how our Code has changed.

Have fun!

Yahoo.co.uk and Yahoo.ie teams

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Yahoo does not accept liability of any kind (including negligence) for information or other material someone else has produced and which is available on, or can be accessed using, the Yahoo.co.uk / Yahoo.ie website. Information in this code is accurate at the time of publication (24 November 2005). Details change over time and whilst we continually update our pages, we cannot accept responsibility for errors. Please see our Terms of Service for full legal details.