Trust and Safety – Updated on 7th October 2021

Our role serving customers and the community during this time is a critical one. At every level of our company, we are working to provide the products and services that our customers and communities need most at this time. YUGOT operations continue, but delivery times may be longer than usual.

SAFETY BY DESIGN

YUGOT is designed with safety—both online and off—in mind:

1. Risk Scoring – Every transaction is scored for risk before it is confirmed. We use predictive analytics and machine learning to instantly evaluate hundreds of signals that help us flag and investigate suspicious activity before it happens.

2. Secure Payments – Our secure platform ensures your money gets to the host—that’s why we ask you to always pay through YUGOT and never wire money or pay someone directly.

3. Account Protection – We take a number of measures to safeguard your YUGOT account, like requiring multi-factor authentication when a login is attempted from a new phone or computer and sending you account alerts when changes are made.

4. Scam Prevention – Always pay and communicate directly through the YUGOT website or app. As long as you stay on YUGOT throughout the entire process—from communication, to purchasing, to payment—you are protected by our multi-layer defence strategy.

ISSUE RESOLUTION

1. Contact Your Seller – Each seller on YUGOT is independent. Refunds, exchanges and returns policies varies from seller to seller. If you have a question about a recent order, the seller is the best person to ask.

2. Open a Case – If you and the seller cannot resolve a problem with your order, you may be eligible to open a case.

3. Work with YUGOT – After you open a case, YUGOT can act as a mediator to work with you and the seller.

24/7 SUPPORT

1. Help Centre – Looking for some quick answers? Interested in learning more about some features on our site? The Help Centre is the place for you!

2. Support Specialists – We have a team standing by you to help you with any problem you may have.

3. Trust and Safety Team – Our Trust and Safety Team works continuously to ensure the safety of our marketplace and enforcement of our house rules.

MARKETPLACE SECURITY

1. Account Privacy – At YUGOT, we care deeply about privacy. We believe in transparency, and we are committed to being upfront about our privacy practices, including how we treat your personal information.

2. Payments – All credit card information sent to YUGOT is encrypted using Transport Layer Security technology (TLS) and tokenised with our credit card processors. YUGOT stores no sensitive credit card information

3. Seller Standards – YUGOT has a robust list of requirements each seller must meet to remain on our platform. This ensures that troublesome sellers are removed and your buying experience stays protected.

KNOW WHAT TO EXPECT

1. Profiles – Everyone on YUGOT has a profile to help other sellers or guests get to know each other. To purchase or sell, you will be asked to provide YUGOT with your full name, date of birth, phone number, payment information, and email address.

2. Secure Messaging – Our secure messaging tool lets you get to know a seller or buyer and ask questions about a listing ahead of time. After the transaction is completed, you can use it to easily message back-and-forth to coordinate things like delivery information and directions.

3. Reviews – If you are curious about what others thought of a potential buyer, seller, product or experience, all you have to do is look at their reviews. Buyers and sellers can only review each other after a transaction, so you know the feedback you are seeing is based on actual experiences.

COVID-19

In light of the global pandemic of COVID-19 (Coronavirus), we will be continuously updating this Help Centre article with new updates and information to make sure all of our users feel safe and supported.

We know buyers and sellers on the app are temporarily being impacted in different ways by this situation, we aim to ensure our global seller experience, and community support teams to deliver the most relevant guidance and advice for you.

1. Stay Safe – The YUGOT community is our first priority. Always has been. Always will be. We have changed mentalities for your generation and inspired an industry to rethink its impact on the world. The future is dependent on you in many different ways right now.

2. Shop Online, Ship From Home – The good news is that you can support YUGOT sellers by shopping as you always have and help small businesses make ends meet. Shipping might take a bit longer, or might not happen for a while. We are recommending all our sellers to use home collection delivery services.

3. Keep the Lines Open – We want to keep talking to you – spotlighting sellers you should know, sharing new content and using our platform to find ways we can inspire each other from home. Tell us what you want to know, share what you are wearing and what you are doing to get through this by tweeting, direct messaging and commenting on our posts.

4. Listings Associated with COVID-19 – We have made this decision because public health guidance now advises to cover your face in public spaces. We want to support our community as they follow that advice, without directing vital resources away from those who need them most, like medical and healthcare workers. We will continue to block and remove listings that sell medical masks and respirators, hand sanitisers/gels and disinfectant wipes as well as any listings that mention COVID-19, coronavirus or 2019nCoV in the title or description. As always, we will continue to adjust our policies in line with any new developments of COVID-19.

5. How Can You Help – We encourage all of our users to support their local charities and communities in need, in any way you can. Any donation can make a difference, even if it is volunteering your time or posting about how to stay safe. Here are a few tips for how you can get involved and links to charitable organizations supporting on-the-ground efforts across the world.

YUGOT COMMUNITY POLICIES AND SAFETY CENTRE

As a community-led platform, we regularly review our policies, and in October 2021, we launched updates to some of our community guidelines, which are aimed at keeping YUGOT an honest, creative and kind place to discover unique art and fashion.

We recommend checking out the Platform for essential tips and guides on how we do it at YUGOT – how to get the most out of the app, buy and sell securely, and be a great member of our community.

1. Thing you (“the user”) should know – We (“YUGOT”) aim (I) to keep YUGOT a kind, safe place by enhancing our policies on hate speech, discrimination, bullying and harassment, (ii) making sure you’re clear on what you can sell on YUGOT, by updating our prohibited items list and (iii) Explaining our approach to self-expression, and how items can be modelled.

2. Changing a Listing in Line With The Policies – we have decided to be tougher with our rules on; (I) derogatory, discriminatory and/or harmful language, and language that promotes negative stereotyping of protected groups, (ii) Listings, product descriptions and/or hashtags that use stereotyping, derogatory or discriminatory language, such as “oriental”, “eskimo” or “gypsy” and, (iii) merchandise from sports teams who have changed their team names to remove language that is derogatory toward indigenous or minority groups; for example, the Washington Redskins

3. Why Policies Change? – As a community-led platform we regularly review and evolve our policies to make sure they are up-to-date and relevant. We are letting all users know about the changes via email.

FREQUENTLY ASKED QUESTIONS

1. Can I place an order? Will YUGOT deliver my parcel?

Yes, YUGOT continues to serve customers. You can check the current delivery times at order checkout or via Your Orders in your account. When selecting a delivery address, be aware that companies and businesses may be closed and unable to receive parcels.

2. Are delivery times affected?

As the Coronavirus has spread, we have seen an increase in people shopping online. As a result, estimated delivery times for some items may be longer than usual now.

3. Is it possible to return items?

You can only return items depending on each sellers return policy.

4. Is it safe to receive orders?

According to the WHO, “The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.” You can find the latest information on COVID-19 on the information pages of the UK Government and the World Health Organization.

5. Is it possible to reduce contact with the driver when they deliver my order?

Yes. Delivery associates and partners have been advised to reduce contact with customers; this may include placing packages at the customer’s doorstep and stepping back. If an ID check is required, the driver will complete the check at a distance. You can also choose a safe place location where the driver can leave your package if you cannot answer the door. Drivers are asked to follow your delivery preference where possible.

6. What is YUGOT doing to keep customers and employees safe?

Since the early days of this situation, we have worked closely with health authorities to proactively respond, ensuring we continue to serve customers while taking care of our associates and teams. We have implemented proactive measures at our facilities to protect employees including increased cleaning at all facilities, maintaining social distance in our buildings, and adding distance between drivers and customers when making deliveries.

7. How to buy and stay safe on YUGOT?

We don’t allow private payments between users because sending or receiving money outside of the app means that you aren’t covered by YUGOT Protection – which means we won’t be able to help out or refund you if anything goes wrong.

– To ensure you have Buyer Protection/Seller Protection you need to have bought or sold through the YUGOT BUY button

– If anything goes wrong with a purchase or a sale, you can report this to us for extra support

– Direct payments outside of the BUY button are not allowed and violate our Community Guidelines

– This could lead to your account being suspended or permanently closed

– Never directly send money to another user to purchase an item

– Avoid any transactions which request in person collection or drop off

– Review and request proof of your item’s authenticity before you purchase

– If returning an item, ensure that you send using tracked shipping

– Only use YUGOT’s messaging system to communicate with YUGOT users

– Do not directly share personal information such as your phone number, email address or social media handles

– Never share private information such as your bank or PayPal account details

– Make sure you open any disputes within 180 days from the transaction date

– Escalate any disputes with PayPal to ensure you receive a full refund

 

8. How to stay safe Selling on YUGOT?

– Check your YUGOT app for your sales receipt and details before shipping your item

– Only use tracked shipping methods

– Keep a photo of or your original proof of purchase receipt

– Only ship your item to the address on the YUGOT sales receipt

– Verify that you have received your funds before sending your item

– Do not do meet in person or collection/drop off transactions

– Only use YUGOT’s messaging system to communicate

– Check your emails from both us and PayPal to ensure any disputes are resolved with proof

– Do not issue refunds for returns without first receiving your item back

– Never share private information such as bank or PayPal account details – this is unsafe and can result in fraud

– Do not directly share personal information such as your phone number, email address or social media handles

9. I have had a problem with another user.

We review and resolve as many instances of negative behaviour as possible but we still need your help to keep YUGOT safe and enjoyable for everyone.

We encourage everyone on YUGOT to remain friendly and fair when dealing with other users. If you have an issue with another user, report it to our Support team so we can review what happened. If something, which is against our Community Guidelines, has happened, we will take action on the infringement.

10. What is against YUGOT Guidelines?

– Posting screenshots with negative or accusatory comments

– Commenting or sending private messages of an aggressive, offensive or harassing nature

– Responding to emails from YUGOT with aggressive or offensive language

– Any kind of abusive, intolerant or inappropriate behaviour

We have a zero tolerance policy when it comes to abuse and harassment. We take action against any users we see engaging in this behaviour; including permanent bans.

If you experience harassment or abuse from a user, please report them through the app. You can do this by going to their profile > select Report.

11. I Have Seen an Item that should not be on YUGOT.

We do review items which are posted on the Platform, but if you see an item which is against out terms, please let us know. This including but not limited to:

I. Replicas

II. Electronics

III. Non-material items / digital products

IV. Items on our prohibited item list

V. Posts which ask for direct methods of payment such as a bank transfer or PayPal outside of the App

VI. Items which aren’t owned by the seller

VII. Items with inaccurate descriptions

You can report a listing that breaks our rules by:

I. Select Report item

II. Add a reason for reporting the item (e.g. hazardous material, illegal, the item is fake, etc.)

III. Hit Send