1.1 What these terms cover. These are the terms and conditions on which we supply and sell our pet health boxes and other products.
1.2 Why you should read them. Please read these terms carefully before you submit an order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
1.3 Age restrictions. You must be over 18 years of age to purchase or make use of any products or services from our website.
1.4 Misuse of our website. You must not use our website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the website; or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity. You must not use this Website to copy, store, host, transmit, send, use, publish or distribute any material which consists of malicious computer software. You must not use our Website to transmit or send unsolicited commercial communications. You must not use our Website for any purposes related to sales or marketing of our content or materials without our express written consent.
1.5 Password protections. Access to certain areas of this Website is restricted. We reserve the right to restrict access to areas of this Website, or indeed this entire Website, at our sole discretion. If we provide you with a user ID and password to enable you to access restricted areas of this Website or other content or services, you must ensure that the user ID and password are kept confidential. We may disable your user ID and password at our sole discretion without prior notice, if we believe you are making improper use of the Website.
1.6 Confirmations from you. When you register with us to purchase products for your pet, you will be asked to confirm the following matters:
You confirm that your pet is over 12 weeks of age and that you have provided the correct information relating to my pet’s weight, age, and breed.
You will read the instruction label and datasheet in full that is enclosed in your box prior to the administration and handling of the products.
You agree that Protect My Pet has provided access to a Datasheet and Summary of Product Characteristics, via the website’s Products We Use page, relating to the products we supply.
You are aware that some products can react with other medication. You agree to consult with your veterinarian before administration of the products in such a case.
2.1 Who we are. We are Protect My Pet Limited, which is a company registered in England and Wales. Our company registration number is 09496321 and our registered office is at Kemp House, 152 City Road, London, United Kingdom, EC1V 2NX. Our registered VAT number is GB 272 042 726.
2.2 How to contact us. You can contact us through our customer experience team or you can email us at [email protected]
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provide to us in your order.
2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
2.5 If you wish to make a complaint about a service issue, you can do so by contacting our customer experience department using [email protected]
2.6 If you feel that you need to escalate the complaint beyond senior management, then you must arrange for a formal complaint to be sent in writing to Protect My Pet, Kemp House, 152 City Road, London, United Kingdom, EC1V 2NX.
2.7 If you wish to make a complaint that specifically relates to treatment, then you must follow the reporting procedure as outlined in Term 4.7.
3.1 How we will accept your order. You will be notified by email to confirm that we have received your request for a subscription or other purchase. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.2 If we cannot accept your order. If we are unable to accept your order or if we are unable to despatch your product, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product, because we are unable to meet a delivery deadline or for some other reason (including where we decide that it would be inappropriate to supply a product or items contained within it to you).
3.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4 We only deliver to addresses in the United Kingdom, the Channel Islands and the Isle of Man. Unfortunately; we do not deliver to addresses outside the United Kingdom, the Channel Islands and the Isle of Man.
3.5 We rely on the accuracy and completeness of the things you tell us. You agree to ensure that all the information supplied by you to us and all the confirmations and agreements you give to us during the sign-up process or at any other time are true, accurate and complete.
3.6 You must exercise care. You agree that:
(a) you will check that the items delivered match those which you should have received;
(b) you will read and ensure you understand any information supplied with the items delivered concerning their correct use before you use them;
(c) you will be competent and legally allowed to use the products safely;
(d) you will use the products supplied in their intended manner, and for the intended pet only;
(e) you will inform us of any change in the health status of your pet, such as illness or pregnancy;
(f) you will inform us if a change in your pet’s weight puts it into a different weight category (this may affect the products/treatment the pet requires); and
(g) you will notify us if you are unsure of anything before applying any medication or other item we supply.
For more detailed information about the medicines we offer in our boxes, please click here to access the data sheets. A Summary of Product Characteristics (SPC) is available on request from [email protected]
4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Your product may vary from those images.
4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
4.3 Products which are sold by periodic subscription. When you agree to register for a subscription, we will set up a periodic subscription for you. We despatch orders within 2 working days of receipt of your payment. If changes to this policy are made in the future, we will let you know.
4.4 Genuine UK Licensed Products. We only source and use products that have been licensed for use in the UK. We only buy medicines directly from either the manufacturer or from an authenticated UK licensed wholesaler. Counterfeit medicines can seriously damage your pet’s health. Protect My Pet includes a team of veterinary professionals and we take your pet’s health very seriously. In all cases, medications are dispensed and checked by UK registered and Suitably Qualified Persons (SQP).
4.5 Notification of Errors. You should check the items we send in your product carefully and promptly upon receipt. If you believe there may have been a dispensing error, you must contact Protect My Pet within 14 days of your payment being processed. You must not administer the treatments supplied.
4.6 Adverse reactions to veterinary medicines. No medicine is risk-free and all medicines have the potential to cause adverse effects. Some of the adverse effects are known about and these are explained in the item’s Data Sheet that will be included in your order. Others that may only rarely occur or are specific for certain breeds or groups of animals may only be seen when the products are used more widely. If you suspect that you or your animal has had an adverse reaction to a veterinary medicine, or you think the medicine hasn’t worked as it should have done, report it to the VMD using this form.
4.7 Complaints about veterinary medicines. If you have a complaint about the quality of a veterinary medicine please contact us in the first instance so we can put you in touch with the relevant pharmaceutical manufacturer. However, if you feel that we haven’t resolved your complaint satisfactorily, you can contact the Veterinary Medicine Directorate (VMD) via email at [email protected] Please note that the VMD will only consider complaints about veterinary medicines, not about service, delivery or cost and not about non-medicinal products.
You may not make changes to a product after you have ordered it. You may however cancel your order in accordance with these terms.
6.1 Minor changes to the products. We may change a product after it has been ordered:
(a) to reflect changes in relevant laws and regulatory requirements;
(b) to implement technical adjustments and improvements. These changes will not affect your use of the product; and
(c) to replace one product with another than we reasonably consider to be equivalent and we will tell you.
6.2 More significant changes to a product. In addition, we may make more substantial changes to a product, but if we do so we will notify you and you may then contact us to end the contract and receive a refund for affected products paid for but not received.
7.1 Delivery costs. The costs of delivery will be as displayed to you on our website.
7.2 When we will provide the products. If you have registered for a subscription, we will continue to supply the products on a monthly basis until you end the contract as described in clause 8 or we end the contract by written notice to you for the reasons we give in clause 9.
7.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
7.4 If no-one is home when the product is delivered. If no one is available at the delivery address to take delivery and the products cannot be posted through the letterbox, you will need to follow the directions of the deliverer in order to rearrange delivery or collect the products from a depot.
7.5 When you become responsible for the goods. Products will be your responsibility from the time we deliver the product to the address you have given us.
7.6 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
(a) deal with technical problems or make minor technical changes;
(b) update the product to reflect changes in relevant laws and regulatory requirements;
(c) deal with delays in supply of product that are beyond our control; or
(d) make changes to the product as requested by you or notified by us to you (see clause 6).
7.7 Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, and we will refund any sums you have paid in advance for the product.
7.8 We may also suspend supply of the products if you do not pay. If you do not pay us for a product when you are supposed to (see clause 12.2) we may suspend supply of products until you have paid us the outstanding amounts.
7.9 Care needs to be taken when our products are delivered. You must take steps to ensure any pet(s) or any children do not have access to the medicines in our products when they arrive at the delivery address or through its letterbox. They must be kept out of children’s reach, and must only be administered in the correct manner as instructed on the insert contained in the packaging.
7.10 When you own goods. You own a product once we have received payment in full.
7.11 What will happen if you do not give required information to us. In some instances, we may need certain information from you so that we can supply product to you. If so, we will contact you in writing to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
7.12 Lead times: We dispatch all boxes within 2 working days of payment being processed. Our boxes are delivered with Royal Mail 2nd class post, and therefore we expect delivery to take place within 7 working days. Please note, this is an estimated time frame and delivery dates may vary slightly. Additionally, due to the ongoing pandemic, there may be disruptions due to this reason
7.13 How will I receive my delivery? Our boxes are letterbox friendly for standard size letterboxes, and so will be delivered handily through your letterbox. If you have a large pet family or have selected treats for your pet, you may receive your delivery in two boxes, please do not be alarmed if both boxes do not arrive together, boxes can be separated within the logistics network and can arrive separately. If you have any questions about your delivery please do not hesitate to contact our support team using [email protected]
7.14 Lost Items: If you have a box that you believe may be lost, and today’s date is 10 working days from the date of dispatch, please contact our support team using [email protected] We will investigate the delivery for you. In the instance that we have proof of delivery from our courier, we will be unable to offer a replacement. If we cannot ascertain the location of the box, then we may offer you a replacement. We will monitor any reports of lost boxes and reserve the right to terminate our contract with you if we believe the reports are indicative of fraudulent activity.
7.15 Box Damaged: In the unlikely instance that your box arrives damaged, please report this to our customer support team with supporting photographs, if our carrier provides you with a damage slip, please retain this too as we will require information from the slip to process a replacement. We will investigate accordingly and provide you with an update on the next steps. Do not administer any treatment to your pet if it has been damaged in transit.
7.16 Items missing: In the unlikely instance that you receive incorrect items, or items are missing from your box then please report this to our customer support team as soon as possible. We will require photographs of the box and the dispensing envelopes for each pet. Do not administer any treatment to your pet if you believe the box has been tampered with during transit, or if the treatments do not match those you have selected for your subscription.
7.17 Delivered items: In the instance that it has been 14 days since dispatch, we will deem that your current month’s box has been delivered to you successfully. We cannot accept notification of loss, or damage outside of this time frame.
8.1 Cancelling your subscription. Your subscription can be cancelled at any time by logging into your account on our site, please select ‘My Pet Subscriptions’ and click “cancel” at the top of the My Account section.
However, in order to avoid being charged for the next month’s subscription, you need to cancel by midnight on the day preceding your Billing Date (if you’re unsure of your Billing Date, you’ll find this in your account information on our website). Once this date has passed your order will be sent for processing and your cancellation will take effect from the following month.
8.2 Pausing your subscription. Your subscription can be paused for 1, 2 or 3 months at any time by logging into your account and clicking ‘My Pet Subscriptions’ and ‘Pause’. Your subscription will restart automatically on your usual monthly billing date after your chosen suspension period has ended.
8.3 Exception to the statutory right to return goods. The products we supply are bespoke to the individual consumer and the nature of the products means that they must be maintained within certain temperature ranges. We are therefore unable to accept the return of products once they have been dispatched and, as such, our products fall under the exemption to the statutory right to return goods.
8.4 When you are permitted to return products. You are permitted to return products and we will pay the costs of return:
(a) if the products are faulty or misdescribed
8.5 How we will refund you. If you are entitled to a refund, we will refund you the price of the returned product(s) by the method you used for payment. However, we may make deductions from the price to cover our administration costs.
8.6 Deductions from refunds. If you are exercising your 14 day right to change your mind, returning any products to us (under the terms of clause 8.3) we are entitled by law to may reduce any refund to reflect any reduction in the value of if you have opened the items comprised in packages or damaged the product products. If the products we receive back from you are in an unsaleable condition, then we do not have to make any refund at all.
8.7 When your refund will be made. You will receive your refund (if applicable) within 14 days after the day on which we receive the product back from you.
9.1 We may end the contract if you breach these terms. We may end the contract with you at any time if:
(a) you do not make any payment to us when it is due;
(b) we learn that you are in breach of any of your other obligations under this contract; or
(c) we cease providing items of the type that we provide to you.
10.1 Pricing. The prices of our products will be shown on our website. These prices may be subject to change in the future. If we increase the price of our subscription boxes, we will inform you in advance and give you the opportunity to cancel your subscription if you do not wish to accept an increased price.
10.2 Errors. In the event of an error in pricing, we will inform you. We reserve the right to correct any obvious error in pricing and to require you to either pay the correct price or, where already sent, to require you to return the products (and to refund you any sums paid). If your order has not yet been processed, we reserve the right to cancel your order.
10.3 When you must pay and how you must pay. We accept payments by the methods specified in the order process on our website. You must pay us before we send products to you and you will select your preferred monthly payment date during the sign-up process. In the instance of a failed payment, you will be sent an email reminder with instructions on how to pay for your box.
11.1 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation or for any other reason specified by law.
11.2 We are not liable for business losses. We only supply products for domestic and private use. We will have no liability to you for any loss of revenue or profit, loss of business, business interruption, or loss of business opportunity, including where you use a product for any commercial, business or resale purpose.
11.3 Indirect losses. We are not liable for any indirect, special or consequential loss damage, costs or other claims.
11.4 Maximum claim. Our liability to you in the event of a valid claim, shall not exceed the price of the products purchased.
12.1 Who owns the content on our website. This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the content, design, layout, look, appearance and graphics and all of the material available whether for free or for purchase through the website. Subject to the license below, all intellectual property rights are reserved.
13.1 If you choose to submit content to us for publication. Our website may in the future provide comment or discussion forums which allow the submission of text, images, videos or other content by you and other users (“User Content”) and the hosting and publishing of such User Content. You understand that whether or not such User Content are published, we do not guarantee any confidentiality with respect to any User Content.
13.2 You shall be solely responsible for your own User Content and the consequences of posting or publishing them.
13.3 You represent and warrant that:
(i) you own or have the necessary rights and permissions to use and authorize us to use all copyright, trademark or other proprietary rights in and to any User Content to enable inclusion and use on the website and in accordance with these terms; and
(ii) whilst, you retain all of your ownership rights in your User Content, by submitting the User Content to us, you hereby grant us, in addition to any other rights which we may have, a worldwide, non-exclusive and transferable license to use, copy, prepare derivative works of, display and broadcast the User Content in connection with the website and our business, including without limitation to grant access to the website to third parties to view the User Content (and derivative works thereof).
(iii) you will not: (i) submit material that is false or misleading copyrighted, protected by trade secret or otherwise subject to third party proprietary rights, including privacy and publicity rights, unless you are the owner of such rights or have permission from their rightful owner to post the User Content and to grant us all of the license rights granted herein; (ii) publish falsehoods or misrepresentations that could damage us, our business or any third party; (iii) submit material that is unlawful, obscene, libelous, threatening, pornographic, or encourages conduct that would be considered a criminal offense, give rise to civil liability, violate any law, or (iv) misidentify yourself in submitting the User Content or misstate your true identity.
13.4 Any breach of the above warranties will result in the user’s account being immediately terminated and may result in the user becoming liable to legal action.
13.5 We do not endorse any User Content or any opinion, recommendation, or advice expressed therein, and we expressly disclaim any and all liability in connection with User Content. You understand that when using the website, you will be exposed to User Content from a variety of sources, and that we are not responsible for the accuracy, usefulness, safety, or intellectual property rights of or relating to such User Content. You may be exposed to User Content that is inaccurate, offensive, indecent, or objectionable, and you agree to waive, and hereby do waive, any legal or equitable rights or remedies you may have against us with respect thereto, and agree to indemnify and hold us, our owners, affiliates, employees, agents and/or licensors, harmless to the fullest extent allowed by law regarding all matters related to your use of the website.
14.1 This website is provided “as is” without any representations or warranties, express or implied. We make no representations or warranties in relation to this website or the information and material provided on this website.
14.2 We do not warrant that this website will be constantly available, or available at all, or that the information on this website is complete, true, accurate or non-misleading.
14.3 Nothing on this website constitutes, or is meant to constitute, advice of any kind. We do not provide any warranty as to the suitability of the information and material found or offered on this website for any particular purpose. Your use of any information or material on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any materials, services or information available through this website meet your own specific requirements.
14.4 You acknowledge that information and material found or offered on this website may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
14.5 To the maximum extent permitted by applicable law we exclude all representations, warranties and conditions relating to this website and the use of this website (including, without limitation, any warranties implied by law of satisfactory quality, fitness for purpose and/or the use of reasonable care and skill).
15.1 If you breach these terms you will be held responsible for any loss suffered by us as a result of such breach and will be held accountable for any losses caused or profits gained by you from breaching these terms.
15.2 You agree to indemnify us and undertake to keep us indemnified against any losses, damages, costs, liabilities and expenses (including, without limitation, legal expenses) incurred or suffered by us arising out of any breach by you of any provision of these terms.
16.1 Other websites which may be linked to from our site. This website may contain links to other websites that are not under the control of and are not maintained by us. We are not responsible for the content or reliability of the linked websites. We provide these links for your convenience only but do not endorse the material on those sites.
18.1 We may transfer this agreement to someone else. Although, we may transfer our rights and obligations under these terms to another person or organisation, you may not do so without our prior written consent.
18.2 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
18.3 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
18.4 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
18.5 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed exclusively by English law and legal proceedings in respect of the products or any other dispute arising may only be brought in the English courts.