| 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 – Product Information.
At
the top right-hand corner of each page of our website, you will find
a “Help” link that takes you to our 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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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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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
Customer
Service Tel: +44 (0) 870 352 2000
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!: go to our
Report Abuse Form.
Alternatively,
check out the information in our Help Central to see if your questions
are already answered there – Help
Central.
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Internet Service Providers Association (ISPA)
– aims to promote competition, self-regulation and development of
the internet industry. Email: admin@ispa.org.uk
Office of Communications (Ofcom)
– is the regulator of the communications industry. Email
Internet Watch Foundation
(IWF) – works to reduce illegal content as far as possible. Email
Childnet International
– helps to make the internet a great and safe place for children.
Email
The Communications and Internet
Services Adjudication Scheme
(CISAS) – an Ofcom approved dispute resolution service set up to
settle disputes between public service providers and their customers.
Email. Further information below.
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To
be the most essential global internet service for consumers and businesses.
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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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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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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 http://help.yahoo.com/help/uk/edit/edit-23.html.
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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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 – You may cancel the service at any time.
However, you will only be entitled to a refund if you cancel the service
within 14 days of activating it and you have not used the service.
If you cancel more than 14 days after activation or within those 14
days where you have used the service, you will not be entitled to
a refund. Your subscription will remain active for the rest of the
period for which you have paid, but will not automatically renew at
the end of that period. To find out more about cancelling the service, please see our Personals Additional
Terms of Service.
For Mobile Text Alert Subscription – You may cancel at any time by
sending an unsubscribe SMS (ie. a short message service/text message).
After you have unsubscribed you will not receive any further text
alerts nor incur further costs. You can resubscribe at any time in
the future. To find out more, including about refunds, see our Mobile Terms of Service
For Mobile Ringtone Subscription – You may cancel at any time by
sending an unsubscribe SMS. After you have unsubscribed you will
not receive any further ringtones nor incur further costs. You can
resubscribe at any time in the future. To find out more, including
about refunds, see our Mobile Terms of Service.
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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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.
Prices
for Mobile Text Alerts can be found here:
Prices
for Mobile Ringtone Subscription can be found here:
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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 online 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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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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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 fill in our Report Abuse Form.
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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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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.arbitrators.org/cisas.
(Guidance notes and an application form on which to make your complaint
are available on this website.)
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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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Your
use of Yahoo.co.uk and Yahoo.ie will be subject to our Terms of Service.
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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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When
you register for a service, we ask for your permission to send you
information occasionally about special offers, promotions and Yahoo!
features. If you tick this box, you will occasionally receive such
marketing information from us or from third parties that we have approved
through our Yahoo! Delivers program. Each marketing email message
you receive from us will give you the opportunity to unsubscribe from
receiving further marketing email messages.
Alternatively,
you may at any time choose not to receive Yahoo! Delivers offers or
change the frequency at which the offers are emailed to you. You can
modify your settings and preferences in your Yahoo! Account Information
or your Yahoo! Mail account by accessing "Options".
For
more information about Yahoo! Delivers, please see our Privacy Policy
module on Yahoo! Delivers.
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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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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 click here for
further details on Yahoo! UK & IE’s accessibility policy.
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
click here to visit the Yahoo! Accessibility Help area.
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 completing
our accessibility feedback form.
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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.
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