ABOUT US

HOW TO CONTACT US

THESE TERMS

3. Any reference to ‘we’, ‘us’ or ‘our’ in these terms is to VetBox Ltd., and any reference to ‘you’ or ‘your’ is to the person in whose name the Subscription is held.

4. The terms which will apply to your Subscription will be those in force at the time you signed up to your Subscription, subject to any changes we make to the price in accordance with clause 10 (‘Prices and Price increases’). If we make changes to the price of your Subscription, we will give you at least 30 days’ notice and remind you of your right to cancel your Subscription (see clause 17 for more information on your right to cancel your Subscription) before any such changes take effect.

5. Please print out or save a copy of these terms and any emails from us for your records, as we will not save or file a copy for you. These terms are only available in English. No other languages will apply.

6. These terms and conditions apply to our Subscriptions and to One-off Orders. References in these terms to your Subscription include a One-off Order, except where the context requires otherwise, and provisions about recurring payments, billing periods and cancelling a Subscription apply only to Subscriptions. If you purchase any other goods or services from us or another company within our group, then the specific terms and conditions applicable to those other goods and services will apply rather than these terms and conditions. 

7. Your use of our website is governed by clause 4 (‘Using our website’) below. 

USING OUR WEBSITE

4. We will try to always make our website available, but it may be unavailable while we carry out maintenance or for reasons outside our reasonable control. We may suspend, withdraw or restrict all or part of our website without notice.

5. You may use our website for your own personal and non-commercial purposes. You must not use it in any way that is unlawful or fraudulent, or for any unlawful or fraudulent purpose.

6. You must not:

Copy or systematically extract material from our website except as permitted below; 

Use any automated system, robot or scraper to access it; 

Introduce any virus or other malicious material;

Or attempt to gain unauthorised access to our website, the server on which it is stored, or any server, computer or database connected to it.

If we reasonably believe that you have breached this clause, we may suspend or withdraw your access to our website and close your Account.

We take care to ensure that the information on our website is accurate, but it is general information about our Products and is not a substitute for advice from a vet who knows your pet. If you are unsure whether a Product is suitable for your pet, please speak to your vet before using it.

Our website may contain links to third party websites. We have no control over third party websites and are not responsible for their content. A link does not mean that we endorse any third party products or sites.

You are responsible for making the arrangements necessary for you to access our website, and for ensuring that anyone who accesses our website through your internet connection is aware of these terms and complies with them.

If you choose, or are given, a user identification code or password as part of our security procedures, you must treat it as confidential and must not disclose it to anyone else. We may disable any user identification code or password at any time if we reasonably believe that you have failed to comply with these terms.

You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful, and you must not attack our website by means of a denial-of-service attack. Doing so would be a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and will co-operate with them, including by disclosing your identity as permitted by law, and your right to use our website will cease immediately.

You may link to our website provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not suggest any form of association, approval or endorsement on our part where none exists, and our website must not be framed on any other site. We may withdraw permission to link at any time.

INTELLECTUAL PROPERTY AND TRADEMARKS

5. All intellectual property rights in our website and in the content, we publish on it are owned by or licensed to us. Those rights are reserved.

6. You may print off one copy, and download extracts, of any page of our website for your own personal use. You must not copy, adapt, distribute, publish or use any part of our website for commercial purposes without our written permission.

7. Logos, trademarks and brand names belonging to the manufacturers whose Products we sell, or to other companies we work with, remain the property of those companies and may not be reproduced without their permission.

8. ‘VetBox’ is a registered UK trademark (registration number UK00003043133). You must not use our trademarks, logos or branding without our written permission.

9. If you print off, copy or download any part of our website in breach of these terms, your right to use our website will cease immediately and you must, at our option, return or destroy any copies you have made.

YOUR PRIVACY AND PERSONAL INFORMATION

6. Our Privacy Policy is available at https://manypets.com/uk/privacy/.

7. Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in accordance with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and the ICO (the UK data protection authority) if you have a query or complaint about the use of your personal information.

YOUR SUBSCRIPTION AND SUBSCRIPTION COST

7. You can use our website to sign up to a Subscription to receive certain pet healthcare products (“Products”) on a recurring, subscription basis as well as to purchase a One-off Order. To sign up to a Subscription you will need to complete the signup form on our website (https://vetbox.com/subscribe/getstarted) and agree to these terms (“Sign Up”). If you are not already a customer of ours then you will also need to create a customer account (“Account”) as part of that sign up process. Please check you have carefully entered your details before you Sign Up. All information that you provide to us is dealt with in accordance with our Privacy Policy (see ‘Your Privacy and Personal Information’ above). 

8. The specific Products, their quantities and delivery frequency under your Subscription will be set out on our website and confirmed to you by email once you have provided the relevant details regarding your pet and completed the process for Sign Up.

9. Your Subscription cost consists of an initial charge followed by recurring periodic charges as set out in your Subscription. By signing up to your Subscription and entering into these terms, you agree to these charges and acknowledge that your subscription has both an initial and recurring payment obligation. Your Subscription is set to renew automatically by default, and you agree that you will pay the recurring charges due until you cancel it in accordance with clause 17 (‘How to Cancel Your Subscription’) of these Terms. Where you have used a Promotional Code, your initial charge may be discounted, and your recurring charges will be at the standard price once the discount ends (see clause 12.5 ‘Promotional, Discount and Offer Codes’).

10. The Sign-Up process is a request from you for us to enter into a contract with you for your Subscription. After you complete the process for Sign Up, we will send you an acknowledgment email to let you know that we have received your request. This does not mean that we have accepted your request.

11. Acceptance of your request to contract with us for your Subscription takes place when we take the first payment due under your Subscription, at which point a legally binding contract is formed between you and us on these terms. We will send you a welcome email to confirm that the contract for your Subscription is in place.

12. If we do not accept your Subscription request, for example because we have been unable to take payment, the Products are unavailable, you are under 18 or live outside one of our delivery areas, or there has been a mistake regarding the pricing or description of the Products, we will email you to let you know this using the details you provided at Sign Up. We have the right to reject any Subscription request for any reason.

13. If there has been an error on the website regarding the pricing of any of our Subscriptions, we will try to contact you using the contact details you provided at Sign Up. We will give you the option to re-confirm your Subscription at the correct price or to cancel your Subscription. If we are unable to contact you, we will treat the Subscription as cancelled, will notify you by email and where applicable will refund any payments taken.

ONE-OFF ORDERS

8. You can also use our website to buy Products on a one-off basis, without signing up to a Subscription. We call this a One-off Order.

9. Placing a One-off Order is a request from you for us to enter into a contract with you for those Products. Acceptance of your One-off Order takes place when we take payment for it, at which point a legally binding contract is formed between you and us on these terms. If we do not accept your One-off Order, we will let you know by email and will refund any payment taken.

10. The price of a One-off Order, including any delivery charge, is shown to you at checkout before you pay. A One-off Order is a single purchase: it does not renew, and no recurring payment is taken.

11. The clauses headed ‘Delivery’, ‘Your right to return Products which are not faulty’ and ‘Faulty Products’ apply to a One-off Order in the same way as they apply to a Subscription.

12. Where a One-off Order includes veterinary medicines, clause 9 (‘Your responsibilities and Product use restrictions’) applies in the same way as it applies to Products supplied under a Subscription.

YOUR RESPONSIBILITIES AND Product USE RESTRICTIONS

9. You acknowledge that the Products we supply under your Subscription are pet healthcare products which have been tailored to your pet based on the details you provide us during Sign Up (or otherwise during the course of your Subscription). The products should therefore only be used for that pet and in accordance with the instructions we provide. 

10. It is important for you to let us know of any change in your pet’s weight or health status as this may affect what Products are suitable for your pet. If you don’t do this then the Products may be unsuitable or even dangerous to use with your pet. You therefore agree to inform us, via the My Subscriptions page of your Account or our contact details (see clause 2 ‘How to Contact Us’), of any change in your pet’s weight or health status. If we need to change the Products which are part of your Subscription as a result of this then this may impact upon the cost of your Subscription. See clause 16 (‘How You Can Change Your Subscription’) for the impact that this may have on your Subscription cost and your right to cancel your Subscription. You must also ensure that your pet’s details, contact details and delivery address are accurate and up to date. We will not be responsible for any loss or damage resulting from your failure to do so, unless caused by us.

11. It is important that you use the Products we send you as part of your Subscription in accordance with their instructions. If you do not do this then it may mean that the Products don’t work or even that they may injure or make your pet ill. If you have not therefore used these Products before and require further information on their use, please contact us via our contact details (see clause 2 ‘How to Contact Us’). You must use the Products in accordance with the applicable instructions and only on the pet for which they were supplied. We will not be responsible for any loss or damage resulting from your failure to do so, unless caused by us.

12. You must use the Products only for domestic and personal use. You must not use the Products for commercial, business or resale purposes.

13. Where relevant under your Subscription, Prescription only medicines (POM-V) will only be supplied upon receiving a written prescription from a registered veterinary surgeon. It is an offence for a person to submit a fraudulent prescription to obtain veterinary medicines and for a person to alter a prescription unless authorized to do so by the prescriber. Any suspected case of fraud or unlawful alteration will be referred to the appropriate enforcement body and will result in us ending your Subscription.

14. You are responsible for keeping your Account password safe and secure, for not allowing others to use your Account, and for activity which is carried out under your Account. Please tell us as soon as possible if you think someone else has gained access to it. We will not be responsible for losses caused by your failure to keep your Account details secure, unless those losses were caused by us.

PRICES AND PRICE INCREASES

10. Prices for your Subscription are set out on the customer journey to purchase a Subscription before you complete the process for Sign Up and are confirmed to you by email. All prices are in pounds sterling (£)(GBP) and include VAT at the applicable rate. The price for your Subscription includes delivery costs unless otherwise stated. If we do introduce separate delivery charges then we will follow the same steps as for a price increase, set out in the next clause (clause 10.2). Where delivery charges apply, delivery is free only on orders with a minimum spend of £7. Orders below £7 are subject to a delivery charge, which will be shown at checkout before you place your order.

11. We reserve the right to increase the cost of your Subscription at any time. If we wish to do so, we will notify you by email at least 30 days before the price increase takes effect. If you do not wish to continue at the new price, you may cancel your Subscription online or by contacting us (see clause 2 ‘How to Contact Us’) at least 3 days before the date the price increase takes effect. If you do not cancel your Subscription, it will continue at the new price from the next billing period. You may cancel your Subscription whether or not there is a price increase as set out in clause 17 ('How to cancel your Subscription’).

PAYMENT

11. All credit and debit card transactions are carried out via a secure external online payment system using SSL encryption and by a provider who complies with Payment Card Industry Data Security Standards compliant (PCI DSS). Processing of personal data by our payment processor is in accordance with that payment processor’s privacy policy, communicated to you by that payment processor separately when you make payment.

12. We may offer other payment methods from time to time.

13. We keep full records of payments taken and these can be viewed online via the My Subscriptions page of your Account or supplied separately on request.

14. We will take payment from your chosen payment method on or around the same date each billing period as specified in your Subscription. If the payment is unsuccessful, we will try to contact you using the contact details you provided when you signed up. If we cannot take payment, then we will not send Products to you.

PROMOTIONAL, DISCOUNT AND OFFER CODES

12. These terms apply to every promotional, discount, introductory, referral or offer code we make available (each a “Promotional Code”), in addition to the rest of these terms. We do not list individual codes here: the code itself, and the details of the offer it relates to, are presented to you when the offer is made available.

13. The discount or benefit, the Products or Subscriptions it applies to, how many billing periods it applies to, how long it lasts, who is eligible, when it expires and any other conditions specific to a particular offer will be shown to you when the offer is made available. Where those offer-specific details differ from this clause, the offer-specific details apply.

14. To use a Promotional Code, you must enter or apply it at checkout before you complete Sign Up. We cannot normally apply a code to a Subscription or payment that has already been processed.

15. Unless the offer says otherwise: (a) offers are open to new customers only, that is customers who have not previously held a Subscription with us; (b) you must be aged 18 or over and resident in the delivery areas specified under clause 15.3 ‘Delivery’; (c) a Promotional Code may only be used once per customer, per email address and per household (a household includes the same delivery address, payment card or bank account); and (d) the offer applies to the Subscription or Subscriptions identified when the offer is made available.

16. What happens when the discount ends. A Promotional Code reduces the cost of the billing periods it applies to only. Once the discounted period ends, your Subscription continues automatically and you will be charged at the standard price then applicable. We will tell you the standard price before you Sign Up.

17. If you do not wish to continue once the discounted period ends, you must cancel your Subscription at least 3 days before your next billing date (see clauses 17 ‘How to Cancel Your Subscription’ and 18.1 ‘Effects of Cancelling Your Subscription’). If you do not, you will be charged for the next billing period at the standard rate.

18. Only one Promotional Code may be used per Subscription, and Promotional Codes cannot be used in conjunction with any other offer, discount or promotion, except that a multi-pet discount may be used alongside an introductory offer, and except where we say otherwise.

19. Promotional Codes have no cash value, cannot be exchanged for cash or credit, and cannot be sold, transferred or resold. Where a code has been issued to a named individual, it is for that person’s personal use only.

20. All offers are subject to availability and may be limited in number, by time, or both. A Promotional Code cannot be used after its expiry date.

21. We reserve the right to vary, suspend or withdraw all elements of any offer, voucher or Promotional Code at any time and without notice. Doing so will not affect a discount that has already been correctly applied to a Subscription you have already started and will not affect your legal rights.

22. We reserve the right to monitor and investigate any Subscriptions taken out using a Promotional Code. We may refuse to accept a code, cancel or reverse a discount, or cancel the related Subscription, where we reasonably believe that: (a) the code has been obtained or used fraudulently or in breach of these terms; (b) more than one account, email address, delivery address or payment method has been used to claim the same offer more than once; (c) a code issued to a named individual has been shared, published or listed elsewhere without our authorisation; or (d) the code has been applied in error or gives a discount that is obviously incorrect.

23. If a Promotional Code is published or applied in error, we may correct it. If correcting it means you would pay more than you reasonably expected, we will tell you first and you may cancel.

24. Using a Promotional Code does not affect your cancellation and refund rights under these terms. Where you cancel a Subscription that was paid for using a Promotional Code, any refund will be of the amount you actually paid.

PRODUCT DESCRIPTIONS

13. Details of the Products supplied to you under your Subscription are set out on our website.

14. Please read the product description carefully. Any pictures and images of the Products or their packaging on our website are for illustration purposes only. Your Products and their packaging may vary slightly from those pictures or images.

15. We reserve the right to correct any errors which may occur in the description of the Products within a reasonable timeframe of becoming aware of any such inaccuracies.

16. All weights, sizes and measurements set out on our website or in your Subscription communications are as accurate as possible but there may be a small tolerance in accordance with the laws applicable to the manufacture of such Products.

PRODUCT CHANGES

14. Products in your Subscription are subject to availability. We cannot guarantee that any specific Products will be available at any given time.

15. We reserve the right to change the Products to alternative products where necessary. This might involve a change to a different brand of the equivalent product or might be a change as a result of supply shortages.

16. If the change in your Products involves a change to medication this will be reviewed by our Registered Qualified Person (see clause 25 for what we mean by ‘Registered Qualified Person’).

17. In certain circumstances beyond our reasonable control, for example where there has been a change in law, we may need to stop selling certain Products. If this happens and it affects your Subscription we will notify you by email. Where possible, we may provide a substitute Product, and the provisions above about changing Products will apply. If we are unable to provide a suitable substitute, we may need to cancel your Subscription. If we need to do so, we will follow the process in clause 21 (‘Our Right to Cancel Your Subscription’). We will not charge you, or will refund you, for any Products (including any delivery costs) which we are unable to supply to you.

DELIVERY

15. Product deliveries will be made on a recurring basis in accordance with your Subscription. We will dispatch your Products shortly after we take payment for the relevant billing period.

16. The cost of delivery for your Products is included in your Subscription unless stated otherwise. If we do introduce delivery charges, we will give you reasonable notice and we will remind you of your right to cancel your Subscription in advance of any changes taking effect. The cost of delivery for a One-off Order, and any change to delivery charges, are dealt with in clause 10 (‘Prices and Price Increases’).

17. The delivery company used will be selected by us and confirmed to you in the email we send notifying you of the dispatch of your Products. We deliver only to addresses in our delivery areas, which are England, Wales, Scotland, Northern Ireland, Jersey and Guernsey. Orders delivered outside the UK, such as Jersey and Guernsey, may also be subject to local taxes, duties or handling charges, which you are responsible for paying.

18. Whilst we endeavour to deliver products within 48 hours, please allow up to 5 working days for delivery following notification of dispatch. Working days do not include weekends or bank holidays.

19. Any delivery dates stated during Sign Up, or in your Subscription acknowledgment or dispatch confirmation emails are estimates only.

20. We will do all that we reasonably can to deliver your Products within any communicated delivery period. If dispatch or delivery of your Products is likely to be delayed by more than 14 days from the date we take payment, we will contact you by email to let you know as soon as reasonably possible. We will offer you a refund for any Products (including any delivery costs) subject to such undue delay.

21. We will deliver the Products to the address specified by you at Sign Up. Delivery will be made by our third party delivery company. If no one is available to take delivery, we will follow any delivery instructions you provided to us or contact you to re-arrange delivery. If a further delivery attempt is unsuccessful or we are unable to follow your delivery instructions, we will notify you by email. 

22. Please examine the Products as soon as reasonably possible after delivery and notify us by sending an email to support@vetbox.com of any missing Products, faults or damage as soon as reasonably possible.

23. Once your Products have been delivered to your address or in accordance with the delivery instructions you provided to us, the risk in the Products passes to you and the goods are classed as having been ‘delivered’. This means that you are responsible for the Products and we are not liable to you if the Products are stolen or damaged after they have been delivered to you. This does not affect your legal rights if the Products are faulty or misdescribed. Ownership of the Products passes to you once you have paid for them in full.

HOW YOU CAN CHANGE YOUR SUBSCRIPTION

16. If you would like to make any changes to your Subscription after Sign Up (for example to the number of pets covered under your Subscription, to their weight or to their health status) then you can make those changes on the Subscription page at https://vetbox.com/login or by contacting us. Please note that where you let us know about any changes less than 3 days prior to a billing date under your Subscription, the changes may not take effect until the following billing period (unless we inform you otherwise), and the charge under your Subscription and the Products sent to you will remain the same until the change takes effect. You can return any unsuitable Products to us for a refund in accordance with this clause.

17. You agree that any change in your pet’s weight or health status communicated to us may change the Products that are suitable for your Pet. If we need to change the Products and the price of your Subscription as a result, we will let you know before the change takes effect. You can also end your Subscription if you do not want to receive the new Products. The way to do this is set out in clause 17 below (‘How to Cancel Your Subscription’). 

HOW TO CANCEL YOUR SUBSCRIPTION

17. You can cancel your Subscription at any time. To cancel your Subscription, please follow the steps on your Subscription Account page at https://vetbox.com/account, or contact us (see clause 2 ‘How to Contact Us’).

18. Please ensure that we receive your cancellation request at least 3 days before payment is normally taken under your Subscription. If you don’t do this and we receive your cancellation request within 3 days of any payment date under your Subscription, the cancellation may only take effect at the next billing period. This means that we may send your Products to you and may charge you for that billing period. Your cancellation will take effect from the next billing period, unless we are able to cancel that delivery (see clause 18 ‘Effects of cancelling your Subscription’ below).

EFFECTS OF CANCELLING YOUR SUBSCRIPTION

18. Cancellation will take effect either at the end of your current billing period (where we receive your cancellation request at least 3 days before your billing date) or at the end of the next billing period (where we receive your cancellation request within 3 days of your billing date).

19. Once the cancellation takes effect (as set out in clause 17 ‘How to Cancel Your Subscription’ above), we will take no further payments from you and will deliver no more Products to you. 

20. If we have taken payment but not dispatched any Products and are able to cancel the relevant delivery, we will inform you of this and will process a refund of such payment no later than 14 days after the day on which you told us that you want to cancel.

YOUR RIGHT TO RETURN PRODUCTS WHICH ARE NOT FAULTY

19. Please note that this clause relates to your right to return Products which are not faulty. If you are returning them because they are faulty then clause 20 (‘Faulty Products’) applies.

20. If you have already received your delivery of Products and any hygiene seals remain intact, you have the right to change your mind and to return the Products (with the effect of cancelling your Subscription) within 14 days of the date you receive the Products. This right does not apply to a Product that is sealed for health protection or hygiene reasons where that seal has been broken.

21.  Every delivery includes a prepaid return label, which you can use at no cost. If you no longer have that label or choose another return method, you will be responsible for the returns costs unless the Products are faulty or misdescribed. For information on how to return your Products to us, go to
    https://myvetbox.freshdesk.com/support/solutions/77000076142.

22. To exercise your right to return Products, you need to inform us within 14 days of delivery by contacting us (see clause 2 ‘How to Contact Us’). You should return the sealed and suitably packaged Products to us promptly by Royal Mail Recorded Delivery (or another similar service). We strongly recommend that you get proof of postage. We may withhold the refund until we have received the Products back from you or until you have provided us with evidence that you have sent the Products back (whichever is earlier).

23. Please take reasonable care of the Products and their packaging while they are in your possession. We may refuse to refund you for a Product that is sealed for health protection or hygiene reasons where that seal has been broken, and we may make a deduction from the refund amount if you have handled the Products in a way that has diminished their value, where such handling was beyond what is necessary to establish the nature, characteristics and functioning of the Products. Products that have left our control cannot be returned to stock and are destroyed rather than resold.

24. We will provide you with a full refund for Products (including any delivery costs) returned to us as soon as possible, and no later than 14 days after the day we receive the Products back from you or, if earlier, 14 days after the day you provide us with evidence that you have sent the Products back.

25. We will issue your refund to the same payment method you used to make the relevant payment.

26. Unless we inform you otherwise, if you return Products that are not faulty then we will consider this to be a request by you to cancel your Subscription (see clause 18 ‘Effects of Cancelling Your Subscription’ for the consequences of this).

FAULTY PRODUCTS

20. The Products that we provide to you must be as described, fit for purpose and of satisfactory quality. We are under a legal duty to supply products that comply with our contract with you. Up to 30 days from delivery, if the Products you receive are faulty, you can get a refund. Alternatively, and at any time, if the Products you receive are faulty then you can ask for replacement Products.

21. This is a summary of some of your key rights. They are in addition to your cancellation rights set out in clause 19 (‘Your Right to Return Products which are not faulty’). For more detailed information on your legal rights, visit the Citizens Advice website at www.citizensadvice.org.uk or call Citizens Advice on 0808 223 1133.

22. If your Products are faulty, damaged beyond use or misdescribed, please contact us as soon as reasonably possible (see clause 2 ‘How to Contact Us’).

OUR RIGHT TO CANCEL YOUR SUBSCRIPTION

21. We may cancel your Subscription and end your contract with us at any time if:

you have acted in a way which means that you have breached any of these terms or you are refusing to, or do not intend to, comply with these terms;

we are required to cancel the Subscription by law (i.e. we cannot legally provide the Products or Subscription to you);

you are not allowed to purchase the Subscription from us because you do not meet the age requirements or are not within the delivery areas set out in clause 15.3 (‘Delivery’); or

we discontinue the Subscription that you signed up for;

we reasonably believe that a Promotional Code has been obtained or used in breach of clause 12.11 (‘Promotional, Discount and Offer Codes’).

If we cancel your Subscription and end your contract with us for any of the reasons set out in clause 21.1 above, we will refund you any sums paid by you for Products (including any delivery costs) that we have not delivered.

If we cancel your Subscription and end your contract with us, it will not affect your statutory rights and it will not affect our right to receive any money which you owed to us prior to your Subscription ending.

EVENTS BEYOND OUR CONTROL

22. We are not liable to you if we do not comply with these terms because of circumstances beyond our reasonable control. We will always try to notify you where such circumstances apply.

OUR RESPONSIBILITY TO YOU

23. If we breach these terms or are negligent, we are liable to you for foreseeable loss or damage that you suffer as a result. By ‘foreseeable’ we mean that, at the time the contract was made, it was either clear that such loss or damage would occur, or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).

24. We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, any business loss or damage, or any losses to non-consumers.

25. Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit. This clause does not exclude or limit any rights you have in law.

ADVERSE REACTIONS

24. If your pet has suffered an adverse reaction from using a Product supplied to you by us then please report the incident to the Veterinary Medicines Directorate at https://www.vmd.defra.gov.uk/adversereactionreporting/report-type.

REGISTERED QUALIFIED PERSON

25. For all Subscriptions, the registered qualified person (RQP) is Samantha Dyer, who is registered with the Animal Medicines Training Regulatory Authority, whose details can be found on the website of the Animal Medicines Training Regulatory Authority at https://www.amtra.org.uk/Register. 

NO THIRD PARTY RIGHTS

26. No one other than us or you has any right to enforce any of these terms.

TRANSFER OF RIGHTS

27. We may transfer our rights and obligations under these terms to another business without your consent, but we will notify you of the transfer and make sure that your rights are not adversely affected as a result.

28. You are not allowed to transfer your rights under these terms to anyone without us agreeing to this in advance.

COMPLAINTS

28. If you are unhappy with us or with the Products, please contact us (see ‘How to Contact Us’ above). We will acknowledge your complaint within 5 working days and aim to resolve it within 8 weeks.

GOVERNING LAW AND JURISDICTION

29. The laws of England and Wales apply to these terms, although if you are resident elsewhere then you will also have rights and legal protection under the laws of that country.

30. Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.