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Terms And Conditions
 
Please take a minute to read through these terms of use carefully before you continue. Scroll to the bottom and click Accept to continue.

Terms and Conditions - Pay As You Go
 

The People's Operator Holdings Ltd 
 
Pay as you go: Terms & Conditions
 
If you would like these Terms and Conditions in large print, or in Braille please call our customer service department on 0845 225 2505.
 
PART 1 – GENERAL
 
The terms that we use in your agreement with us
 
In these Terms and Conditions we refer to The People's Operator Holdings Ltd as “us”, “we” or “our” and we refer to you as “you” and “your”. When we refer to our “Service” or “Services”, we mean the pay as you go services that you have asked us to provide to you.
 
2. About your agreement with us
 
Your agreement with us includes the following documents:
 
(a) this document (“Terms and Conditions”);
(b) the online form completed by you (“Order Form”);
(c) the latest list of our charges (as defined below) for the Service (“Price List”);
(d) our latest policy setting out how we collect and use your personal information (“Privacy Policy”); and
(e) the fair use guidelines and standard of conduct we have set for the use of the Services (“Fair Use Policy”).
 
You can find our Price List, Privacy Policy and Fair Use Policy on our website at www.thepeoplesoperator.com (“Website”) or you can obtain copies by contacting our customer services team on 0845 225 2505.
 
This agreement covers the SIM card and any minutes, texts, data or other services we provide to you. This agreement does not cover any mobile equipment (e.g. mobile phone, laptop or other equipment and the SIM card) that you use to access our services. You will be responsible for the mobile equipment that you use, including confirming that the mobile equipment that you use is able to be used in connection with our Services. If you lose your mobile equipment or if it gets stolen, we will not be responsible for any top up credit that is logged on the lost or stolen mobile equipment or for any other call or usage charges that are made up. You must tell us as soon as your mobile equipment has been lost or stolen so that we can deactivate the SIM card and stop further calls being made.
 
How you can contact us
 
If you need to contact us, you can call us on 0845 225 2505. Our customer services department is open between 8am and 8pm Monday to Friday, 10am and 6pm on Saturday and 10am to 4pm on Sunday. The Charges for your call will be as set out in the Price List.
 
4. About the Services we give to you and when they start
 
This agreement will start from the date the Order Form is completed. The Order Form is completed at the point at which you click on “Confirm your order”.
 
We will send you a SIM card in the post once this agreement starts. You will not be able to use your mobile equipment for our Services until the SIM card has been activated in accordance with the instructions that we provide on our website and/or in the SIM user guide that will be
sent with your SIM card. The SIM card, and the software on it, belongs to us and we are licensing it to you only for the time that this agreement continues. If you need a replacement SIM card, we will charge you for this at the price set out in our then current Price List.
 
We will provide the Services to you using the same skill and care as other telecommunications service providers. We will do everything we reasonably can to provide the Service to you without any interruptions. However because of the way in which mobiles and networks work and because we use the networks of other service providers to provide you with the Services, we cannot promise that your Services will not have some disruptions or faults from time to time.
 
If there is a fault or disruption in the Services, we will try to restore them as soon as possible and limit any disruption to you, but we are not responsible for delays in restoring the Services which are beyond our reasonable control as described in section 9 (What rights and remedies you will have against us).
 
Please be aware:
 
We may occasionally need to change or update the Services;
We cannot guarantee the exact date or time on which the Services will start or the SIM will be activated;
If you do not use the Services for a certain period of time, we have a right to suspend and
deactivate the SIM card and number allocated to you (see section 8 (Our rights to suspend or cancel the Services));
· If we suspect that you are using the Services or the mobile equipment in an improper or fraudulent way we have the right to suspend and/or stop providing you with the Services immediately.
 
If you go abroad it is your responsibility to ensure that you are properly set up to be able to use the Services. The Charges for using the Services when you are abroad may vary depending on the network in other countries. You will be responsible for these Charges. We cannot guarantee the quality or coverage that you will receive when abroad. You may not be able to receive the Services if you go abroad.
 
When you use your mobile equipment, your number may be shown to the mobile equipment being contacted. Your number will always be shown if you contact 999 or 112.
 
5. What you promise us
 
You promise:
us that all information you supply to us is and will be correct and not misleading;
to pay us the charges for the Services (“Charges”) on time, in the way we have agreed with you in section 6 (Charges, Payment and Top up);
you will comply with our Fair Use Policy;
that you will not use the Services or mobile equipment (or allow the Services or mobile equipment to be used):
- in any way which breaks the law;
- in any way which breaks any regulatory requirements;
- to make any call and/or send, knowingly receive, upload, download, use or re-use any material which is offensive, abusive, indecent, defamatory, obscene or menacing, or in breach of confidence, copyright, privacy or any other rights, or which does not comply with our Fair Use Policy;
- in any way which causes harm or distress to anyone, including breaching the legal rights of anyone else (such as copyright);
- in any way that is fraudulent or could lead to fraud;
- in any way that affects, or causes harm or damage to, our network or business, or the network, operations or business of any of our service providers; and/or
- in any way that does not comply with any of our instructions (or the instructions of our suppliers).
 
You agree that you, not us, are responsible for any content or services that you access via your mobile equipment. You shall not resell the Services to anyone else.
 
You agree that we may use other suppliers to provide all or any part of the Services and that we may share your personal information with them for that purpose. You can find further information about how your personal information is collected and used in section 12 (Your personal information) and in our Privacy Policy.
 
6. Charges, Payment and Top up 
 
You pay for the Services by topping up your account with us. You can top up your account online through our website or by going into any stores that offer mobile top-up services and using your credit or debit card. You can only top up in increments of £10.
 
You are responsible for the cost of all calls made using your mobile equipment, including any calls made by another person or by a computer.
 
Each time your mobile equipment is used to use our Services (whether used by you or used by someone else) this reduces the top up credit that you have bought. You can access your account through our website to see how much you have topped up your account and how much you have used the Services. We will not be responsible for refunding or crediting any top ups that you make if your mobile equipment is lost or stolen.
 
Of the Charges you pay us which relate to calls, texts and data (the "Relevant Charges"), we will hold 10% (less the VAT element) on trust for the relevant charity, group or good cause (if any) - see section 7 (Charity Donation). The rest of the Charges will belong to and be retained by us.
 
You can find the rates that we use to calculate the credit that you have to use for our Services in our Price List. The Price List will set out any special offers that we have from time to time. We will charge VAT on the Charges as set out in the Price List. If the VAT rate changes then we may change the Price List accordingly. VAT is charged at the rate that is applicable on the date on which you use the Services.
 
If you owe us any money and you do not pay this to us when we ask you for it we may deduct this from any top up balance on your account or from any debit or credit card you have registered with us. We will tell you before we do this. We may also charge you interest on any unpaid amount at the rate of 2% above the base rate of Barclays Bank.
 
We will send all bills and notices served by post, to the address you have given. You must tell us about any changes to your address. If you want to write or email us, please use the address shown on your bill.
 
 
7. Charity Donation
 
Of the Relevant Charges which you pay us, 10% (less the VAT element) will be held on trust by us for a charity, group, or other good cause as more fully explained below.
If you are introduced to us by a charity or other group then 10% (less the VAT element) of the Relevant Charges will be held on trust by us for the introducing charity or other group.
If you have not been introduced by a charity or other group we will ask you to nominate a charity or other good cause when you complete the Order Form on our website. If you do make such a nomination then 10% (less the VAT element) of the Relevant Charges will be held by us on trust for your nominated charity or good cause.
If you do not nominate a charity or other good cause then all Charges (including all of the Relevant Charges) will belong to and be retained by us in full.
If you nominate a charity or other good cause and, for any reason whatsoever, it is impossible or impracticable to give effect to such nomination (for example, if the charity or good cause does not, or ceases to, exist or refuses to accept the money or cannot give us some simple confirmations which we will need from them) then 10% (less the VAT element) of the Relevant Charges will be held by us on trust for The People's Operator Foundation, an independent charity whose purpose is to support causes that strengthen society and support local communities.
You can nominate any organisation which has been a registered charity for six months or more. You can also nominate any other good cause as long as (a) it has been operating for six months or more, and (b) at least four of our subscribers (in addition to you) have nominated the same good cause; and (c) you have been a subscriber for at least three months.
If you nominate a good cause which has not at the time been nominated by at least four other subscribers, then the full Charges (including all of the Relevant Charges) will belong to and be retained by us unless and until at any point that good cause has been nominated by at least four other subscribers (in addition to you), in which case 10% (less the VAT element) of the Relevant Charges arising as from then will be held by us on trust for that good cause.
You can change your nominated charity or other good cause, or choose a charity or other good cause for the first time if you did not do it when you completed the Order Form, by logging onto your account through our website and following the instructions from the link "Charity". If you change your chosen charity or other good cause, that change will be effected at the beginning of the next month (for example if you change your chosen charity or other good cause in the middle of December, 10% (less the VAT element) of the Relevant Charges for December will be held on trust for your old chosen charity or other good cause and from the first day of January onwards, 10% (less the VAT element) of the Relevant Charges will be held on trust for your new chosen charity or other good cause.
8. Our rights to suspend or cancel the Services
 
We may suspend or cancel the Services (or any part of it) immediately and/or end this agreement if:
· we are not able to provide the Services to you;
· any agreement between us and any of our suppliers terminates or expires;
· we believe that you are using the Services or the mobile equipment in a way that is inconsistent with this agreement, particularly section 5 (What you promise us);
· we believe you are using the Services in a way that affects or is likely to affect our reputation or the reputation of our service providers, in a negative way;
· you have not used the Services, or topped up your account, for more than 3
months. We will send you a text before we permanently deactivate your SIM and number allocated to you;
· we believe you have given us false information;
· we suspect that you are using the Services or the mobile equipment in an improper way, including if we suspect that you are or have acted fraudulently;
· you use or try to use mobile equipment that is not compatible with the Services;
· bankruptcy proceedings are brought against you, you do not make payment of a court judgment on time, you make an arrangement with your creditors, or any of your assets are the subject of any form of seizure;
· we are told to do so by the government, emergency services or any other lawful authority;
· we need to, or any network operator or service provider needs to, carry out repairs, maintenance or introduce new aspects to the Services; and/or
· your mobile equipment is lost or stolen.
 
We will try to tell you as far in advance as we can if we are going to end the agreement.
 
Unless we suspend the Services (or any part of them) because of something you do (or fail to do), we will try to restore the Service as soon as possible.
 
9. What rights and remedies will you have against us?
 
We do not exclude or limit our liability for fraud or for death or personal injury resulting from our negligence. Your statutory rights as a consumer are not affected by anything in this agreement. Except for the preceding two sentences, we limit our liability to you under this agreement to a maximum of £3,000 for any one incident or series of related incidents.
 
We will not be liable to you for any loss or damage that could not have been reasonably expected by you and us at the time of entering into this agreement, any financial loss (including any loss of income, business, opportunity or profits), any information which is lost or corrupted, or any damage or loss suffered or incurred by you as a result of:
 
· any use of the Services in a way that is contrary to this agreement;
· any changes made to the Services;
· any fault in (or failure of) any mobile equipment used in connection with the Services or any antivirus software or other security features, except where any such damage or loss is a direct result of our negligence; or
· anything that happens that is not in our reasonable control (such things might include network failures, war, terrorist activity, riots, malicious damage, fire, flood, storm, nuclear accident or compliance with any new law or governmental order, rule, regulation or direction or things that are not in our control but are in the control of our service providers).
 
10. Support and Maintenance Services
 
If there are any problems with the Services you must tell us immediately by contacting our customer services department. Our representatives will try to solve any problems for you. You agree to give our customer services representatives any help they reasonably ask for to help them solve the problem.
 
Changes to this agreement
 
We may change the Services, the Charges in the Price List (including introducing new Charges), the Fair Use Policy, or the terms of this agreement at any time. We will publish any changes on our website.
 
If we believe you will be caused significant disadvantage by any change or if we intend to increase our Charges we will notify you of that change at least 15 days before it takes effect. We may do this by publishing the change on our website, by advertising in the press, by giving you written notice by message or by email, or by any means that we consider is reasonable. If we do not believe our changes will disadvantage you we may include this change without notifying you.
 
If we cannot publish the change at least 15 days before it takes effect (for example because the change is necessary for security of the network, because of regulatory change at short notice, because one of our suppliers makes changes to its service at short notice, or because any service provider increases its charges at short notice), we will publish the change as soon as we reasonably can.
 
If you do not stop using the Services you will have agreed to the changes in accordance with this section.
 
12. Your personal information
 
We are registered under the Data Protection Act 1998. We take your privacy very seriously and the personal information which you provide to us will be used in accordance with our Privacy Policy.
 
You agree that we may use the information we collect about you when you subscribe for the Services for the purposes of:
 
· dealing with those charities, groups or other good causes (where relevant) which will receive 10% (less the VAT element) of your Relevant Charges (see section 7 (Charity Donation));
· preventing crime or fraud. We may also need to pass your information to fraud prevention agencies and other organisations involved in crime and fraud prevention;
· research, surveying, polling, general campaigning, and engaging with you, including sending you messages (email or SMS) for these purposes on our, or a third party's behalf,
· marketing and promotion including sending messages (email or SMS) for these purposes on our, or a third party's behalf, if you have agreed that we can;
· to create reports, analysis or similar services for third parties (chosen by us or by our partner Mass 1 Engagement Limited) for the purposes of surveying, polling, or general campaigning, provided always that the data provided to such third parties is on an anonymous, aggregated basis, and you cannot personally be identified from it. For this purpose only Mass 1 Engagement Limited is jointly responsible for the processing of the information we collect about you. For more information please refer to our Privacy Policy;
· dealing with emergency services;
· monitoring and managing your account, including providing quality control services;
· complying with our obligations to our service providers; and
· as otherwise expressly set out in our Privacy Policy or as required by law.
 
The information we collect and process about you may include sensitive personal data. If you are introduced to us by a trade union or if you nominate a trade union to receive 10% (less the VAT element) of your Relevant Charges (see Section 7 (Charity Donation)), we will keep a record of this. To the extent we process any sensitive personal data, we will only process it for the purposes described above and in our Privacy Policy.
 
You also agree that we may use other suppliers to fulfil these purposes on our behalf, and that
we may share your data with them in order to allow this.
 
Our Privacy Policy sets out more details about how we use your personal information. Please contact our customer services department if you want further details about with whom and how we share your personal information.
 
13. Complaints and dispute resolution
 
We aim to provide you with the highest quality of service. If you are unhappy with any aspect of the Service then please contact customer services. You can find details of our complaints and dispute handling procedures in our customer complaints code.
 
14. Other matters
 
We are a limited liability partnership registered in England and Wales, with registered number OC380236. Our registered office is Bond House, 19-20 Woodstock Street, London, W1C 2AN.
 
We may wish to transfer all or a part of our rights or responsibilities under this agreement to someone else without obtaining your consent. You agree that we may do so provided that the transfer does not significantly disadvantage you. After we notify you of the date of the transfer, your only rights under or in connection with this agreement will be against that other person and not us.
 
You must contact customer services if you want to transfer your agreement to someone else and you can only do so if we have agreed that you can in writing.
 
If you or we fail to enforce our rights under this agreement, it will not prevent you or us from taking further action.
 
We will send you notices by post, voicemail, text or other form of electronic message. We will assume that you have received them 48 hours after we have sent them.
 
 
If any court or other competent authority finds any of the terms of this agreement to be invalid or unenforceable, the other terms of this Agreement will not be affected.
 
This Agreement is governed by and interpreted in accordance with the laws of England and Wales (or the laws of Scotland if you live there, or the laws of Northern Ireland if you live there). Any dispute arising in connection with this Agreement will be subject to the exclusive jurisdiction of the courts of England and Wales unless you choose the courts of your home in Scotland or Northern Ireland.
 
Date last updated: November 2012
 

Privacy Policy


If you would like this Privacy Policy in large print, or in Braille please call our customer service department on 0845 225 2505.
 
1. Introduction
 
We are The People's Operator Holdings Ltd. In this document we refer to The People's Operator Holdings Ltd as “us”, “we” or “our” and we refer to you as “you” and “your”.
 
This document, the "Privacy Policy", explains how we collect and process any personal data provided by you, meaning information about you which is personally identifiable such as your name, address, telephone number or email address. Such information is generally referred to throughout this policy as "Your Information".
When we refer to our “Service” or “Services”, we mean the pay as you go services that you have asked us to provide to you.
 
2. about us
 
We are a limited liability partnership registered in England and Wales, with registered number OC380236. Our registered office is Bond House, 19-20 Woodstock Street, London W1C 2AN and our website can be found at www.thepeoplesoperator.com (“Website”).
We have notified the Information Commissioner's Office and are registered on the Data Protection Register under registration number VRM168 as data controller of Your Information.
 
3. What information do we collect about you?
 
We may collect and process the following data about you:
· information that you provide by filling in forms on our Website. This includes information provided at the time of registering to use our Services, or requesting further Services;
· details of your visits to our Website or your use of our Services and the resources that you access;
· if you contact us, we may keep a record of that correspondence. We may monitor and record calls you make to our customer services department for training and quality purposes;
· your responses to messages and communications that we send to you for the purposes set out in section 4 (How will we use Your Information?);
· sensitive personal data as set out in section 10 (sensitive personal data);
· location data as set out in section 11 (location data).
We may obtain other information about you through the use of a cookie file which is stored on the hard drive of your computer. You can find out more about cookies and our use of them on our cookie info page. By accessing our Website you consent to the terms of our cookie policy. You can disable cookies through your browser settings. Please refer to our cookie info page for more information.
 
4. How will we use Your Information?
 
You agree that we may use Your Information for the purposes of:
· dealing with those charities, groups or other causes (where relevant) which you nominate in accordance with our Terms and Conditions (which can be found on our Website);
· preventing crime or fraud. We may also need to pass your information to fraud prevention agencies and other organisations involved in crime and fraud prevention;
· research, surveying, polling, general campaigning, and engaging with you, including sending you messages (email or SMS) for these purposes on our, or a third party's behalf;
· marketing and promotion including sending you messages (email or SMS) for these purposes on our, or a third party's behalf, provided that you have agreed that we can. If you do not want us to use your data in this way please let us know by contacting us at help@thepeoplesoperator.com;
· to create reports, analysis or similar services for third parties for the purposes of surveying, polling, or general campaigning, provided always that the data provided to such third parties is on an anonymous, aggregated basis, and you cannot personally be identified from it;
· dealing with emergency services;
· monitoring and managing your account, including providing quality control services;
· complying with our obligations to our service providers; and
· as otherwise expressly set out in this Privacy Policy or as required by law.
 
5. Will We share Your Information with third parties?
 
We may disclose Your Information to third parties:
· if you are introduced to us by another organisation, we may share your contact information (name, address, phone number, email, employer, place of work) with them so that they can contact you. They will be responsible for processing this personal data in accordance with their privacy policy.
· if we have to share Your Information with any suppliers in order to allow them to fulfil the Services or any of the purposes set out in section 4 (How will we use your information) above, on our behalf;
· if you have consented to us sharing Your Information with selected third parties whose products and services may interest you;
· if we are under a duty to disclose or share Your Information in order to comply with any legal obligation, or in order to enforce or apply our Terms and Conditions (available on our Website) and any other agreement with you; or to protect the rights, property, or safety of The People's Operator LLP, our members, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction; and
· in the event that all or substantially all of our business assets are sold to a third party, in which case Your Information may be one of the transferred assets.
In addition, when you use your mobile equipment, your number may be shown to the mobile equipment being contacted. Your number will always be shown if you contact 999 or 112. We may also share your location data with the emergency services as set out in section 11 (location data).
 
6. What information do we share with our partner, Mass1 engagement limited and for what purposes?
 
About Mass 1
Mass 1 Engagement Limited (“Mass 1”) is a company registered in England and Wales with company number 06930504. Their registered office is 265 Haydons Road, Wimbledon, London SW19 8TY and their website can be found at www.mass1.com.
They have notified the Information Commissioner's Office and are registered on the Data Protection Register under registration number Z258586X as data controller.
Mass 1 is one of our suppliers who we may share Your Information with to perform the processing of Your Information as described in this Privacy Policy. We remain fully responsible for such processing of Your Information by Mass 1.
In addition, Mass 1 is jointly responsible with us for the processing of Your Information in relation to creating reports, analysis or similar services for third parties for the purposes of surveying, polling, or general campaigning, provided always that the data provided to such third parties is on an anonymous, aggregated basis, and you cannot personally be identified from it.
If you would like to know more about how Mass 1 collects and processes your personal data for the above purpose, their privacy policy is available here.
 
7. for how long will we retain your information?
 
We will retain Your Information for as long as is necessary to fulfil the purposes for which it was collected or as otherwise required by law.
 
8. Will We transfer Your Information overseas?
 
Your Information may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. We will take all steps reasonably necessary to ensure that Your Information is treated securely and in accordance with this privacy policy.
 
9. How do We protect Your Information?
 
The security of Your Information is important to us. We maintain appropriate administrative, technical and physical safeguards to protect Your Information against accidental or unlawful destruction, accidental loss, alteration, unauthorised disclosure or access, use and all other unlawful forms of processing of the personal data in our possession. We use the same level of skill in protecting Your Information as other telecommunications service providers.
 
10. Sensitive personal data
 
You agree that some of the information we collect about you may constitute sensitive personal data. If you are introduced to us by a trade union of it you nominate a trade union in accordance with our Terms and Conditions (which can be found on our Website), we will keep a record of this. To the extent we process any sensitive personal data, we will only process it for the purposes described in this Privacy Policy.
 
11. Location data
 
Your mobile device may send location data to us when you use the Services. We may share this information with the emergency services when you make an emergency call. You agree that this location data may also be used by us or our suppliers to provide you with localised services or marketing.
 
12. Access to Your Information, correction and unsubscribing
 
· You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of Your Information, please contact us at help@thepeoplesoperator.com. We may make a small charge for this;
· We want to make sure that Your Information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate by contacting us at help@thepeoplesoperator.com; and
· You have the right to ask us not to use Your Information for marketing purposes. To change your marketing preferences, or to unsubscribe, please contact us at help@thepeoplesoperator.com.
 
13. How to contact Us
 
To find out more about how your data will be used please contact our customer services department:
by telephone on 0845 225 2505; or
by email at help@thepeoplesoperator.com.
 
14. complaints
 
We aim to provide you with the highest quality of service. If you are unhappy with our use of Your Information then please contact our customer services department. You can find details of our complaints and dispute handling procedures in our customer complaints code. You also have the right to complain to the Information Commissioner if there is a problem – for more information visit www.ico.gov.uk
 
15. other matters
 
We will send you notices in connection with this Privacy Policy by post, voicemail, text or other form of electronic message. We will assume that you have received them 48 hours after we have sent them.
 
If any court or other competent authority finds any of the terms of this Privacy Policy to be invalid or unenforceable, the other terms of this Privacy Policy will not be affected. This Privacy Policy is governed by and interpreted in accordance with the laws of England and Wales (or the laws of Scotland if you live there, or the laws of Northern Ireland if you live there). Any dispute arising in connection with this Privacy Policy will be subject to the exclusive jurisdiction of the courts of England and Wales unless you choose the courts of your home in Scotland or Northern Ireland.
 
We are constantly looking for new ways to improve our Services and our Website. We may amend this Privacy Policy from time to time.
 
This Privacy Policy was last updated in November 2012.
 

How do I verify my email address?


Enter your email address and click on 'Verify Email'.

Check the inbox of the email address you have provided and click on the link.

Once you click on the link within the email, you will see a confirmation message.

Please return to the form you were filling in and complete your SIM request.

You are good to go. Your SIM will be with you within 3 to 5 working days.


Note: If you haven't received your verification email within 5 minutes please check your junk folder. Otherwise, please click on 'Verify Email' again.

What SIM Card do I need?


The standard SIM is the most common SIM card used in mobile phones today.
However, the following phones take Micro & Nano SIM - find your phone below:

TPO Micro SIM's

TPO Nano SIM's

My Phone or Tablet is not listed

There are three different types of SIM: standard SIM, micro SIM and nano SIM. Check
the SIM in your phone and use the information below to see which SIM type you need.

TPO SIM Types

If you’re not sure which type of SIM you need, please get in touch at help@thepeoplesoperator.com or call us at 0845 225 2505 from your landline or 0333 313 7760 from your mobile.

TERMS & CONDITIONS | PRIVACY | Copyright 2012 The People's Operator | FAIR USAGE POLICY | COOKIES | COMPLAINTS
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