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Terms of Use

1. Overview

1.1. www.petslovefresh.com (and any associated domains controlled by us) is a website (“Site”) operated by PetsLoveFresh Ltd (“We”) registered in England and Wales under company number 9060769 and whose registered office is at Fleetworks, 26 Farringdon Street, London, England, EC4A 4AB, United Kingdom. 

1.2. To contact us, please email [email protected] or telephone our customer service line.

1.3. These Terms of Use govern the terms on which we allow you to use the Site and must be read in conjunction with our privacy policy which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using the Site, you consent to such processing and you warrant that all data provided by you is accurate.

1.4. If you make any purchases via the Site then our Terms and Conditions will apply.

2. Acceptance of these Terms of Use

2.1.  By using the Site, you confirm that you accept these Terms of Use and that you agree to comply with them.

2.2.  This Site and is intended for access in the UK. Any users in a jurisdiction where the Site’s publication or availability is prohibited must not access Site. Those who access the site do so on their own initiative.

2.3.  If you do not agree to these terms, you must not use the Site.

2.4.  We recommend that you print a copy of these Terms of Use for future reference.

3. Copyright and intellectual property

3.1. The Website and its content and intellectual property remains ours at all times, unless licenced or borrowed property.

3.2. This content and intellectual property includes logos, trademarks, trade names, patents, registered designs and copyright and any other intellectual property derived from the design or function of the Website or any Communications

3.3. Through use of the Website, or as a recipient of the Communications, You automatically agree to respect these copyright and intellectual property rights.

3.4. You may not copy, download, transmit, reproduce, print or reproduce in any means any materials contained within the Website for commercial purposes unless expressly permitted by Pets Love Fresh Limited.

3.5. “PetsLoveFresh” is a registered trade mark of Pets Love Fresh Limited. You are not permitted to use it without our approval, unless it is part of material you are using as permitted under these Terms of Use.

4. External Websites

4.1. From time to time this website may also include links to external websites (outside the Site). We do not control these websites and the links are provided for your convenience and information. Their inclusion on the Site does not signify our endorsement of the websites or associated companies.

4.2. We have no responsibility for or control over the content, privacy policies and operation of any websites we link to.

5. Modification and amendment of these Terms of Use and the Site

5.1. We may amend these Terms of Use from time to time. Every time you wish to use the Site, please check these terms to ensure you understand the terms that apply at that time.

5.2. We may update and change the Site from time to time to reflect changes to our products, our users' needs and our business priorities. We will try to give you reasonable notice of any major changes.

6. No warranty

6.1. Our site is made available free of charge and this Site and its content is provided as is.

6.2. We accept no liability for the content of and functions contained on the Site or in our communications.

6.3. We do not guarantee that the Site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our Site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

6.4. We do not warrant that the site is compatible with all computer or mobile device software and equipment.

6.5. We take internet security seriously, although we cannot warrant that the Site and its server is free of errors, viruses, worms, Trojan Horses or any other malicious software and we shall not be liable for any damage you may suffer as a result of such destructive and unintended features. You are responsible for configuring your information technology, computer programmes and platform to access the Site. You should use your own virus protection software.

6.6. The content on the Site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on the Site.

6.7. Although we make reasonable efforts to update the information on the Site, we make no representations, warranties or guarantees, whether express or implied, that the content on the Site is accurate, complete or up to date.

6.8. You are also responsible for ensuring that all persons who access the Site through your internet connection are aware of these Terms of Use and other applicable terms and conditions, and that they comply with them.

7. Linking to the Site

7.1. You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

7.2. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

7.3. You must not establish a link to the Site in any website that is not owned by you.

7.4. Our Site must not be framed on any other site, nor may you create a link to any part of the Site other than the home page without our permission.

7.5. We reserve the right to request that you remove any links to the Site that you create and publish.

8. Uploading content to the Site

8.1. Any content you upload to the Site will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us a limited licence to use, store and copy that content and to distribute and make it available to third parties.

8.2. When you upload or post content to our site, you grant us a royalty-free, perpetual, irrevocable, non-exclusive and fully sub-licensable right and licence to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, perform and display such content worldwide.

8.3. We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to the Site constitutes a violation of their intellectual property rights, or of their right to privacy.

8.4. You must not misuse the Site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to the Site, the server on which the Site is stored or any server, computer or database connected to the Site. You must not attack the Site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the Site will cease immediately.

9. Limitation of liability

9.1. You acknowledge that your use of the Site and its content is at your own risk.

9.2. Except for liability which we cannot by law restrict or exclude, we shall have no liability to you or any third party for any direct, indirect or consequential damages (including loss of profits), or any other damages of any kind whether based on warranty, contract, tort (including negligence) or otherwise.

9.3. 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 or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.

9.4. Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any products to you, which will be set out in our Terms and Conditions.

10. Governing Law and jurisdiction

These Terms of Use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

 

Terms & Conditions

www.petslovefresh.com is a website (“Site”) operated by Pets Love Fresh Ltd (“We”) registered in England and Wales under company number 9060769 and whose registered office is at Fleetworks, 26 Farringdon Street, London, England, EC4A 4AB, United Kingdom.

These terms and conditions (“Terms and Conditions”) govern the relationship between you and us and the legal terms under which we sell any of the products on our Site or via the telephone. These Terms and Conditions will apply to any contract between us for the sale of products. Please read these Terms and Conditions carefully and make sure you understand them before ordering any products from the Site.

You may contact us by writing to us at [email protected]

These Terms and Conditions must be read in conjunction with our Privacy Policy and our website Terms of Use

By using this Site and making a purchase you signify your acceptance of these Terms and Conditions.

If you do not agree to these Terms and Conditions please exit our website immediately, do not set up an account, login to and / or enter information into the functional areas of the Site and do not order any products from us. If you refuse to accept these Terms and Conditions, you will not be able to order any products from our Site.

We reserve the right to modify these Terms and Conditions. From time to time we will amend these Terms and Conditions so please continue to review the Terms and Conditions when you access or use the site and when you purchase a product. If you do not agree to the changes, you must cancel your subscription. Details of how to cancel can be found below.  

Registration and Account Management

To purchase any products and to take part in our consultation, we require you to register with us using the process defined on the Site. Registering with us generates a user account (“User Account”, “Account”, a unique username with associated information) for you and your dog(s). This gives you access to the functional areas of the Site where you can edit information and add information relating to you and your pet (“Logged in Pages”), and means you are able to purchase products from us.

To register with us, you must be 18 years of age or over on the date of registering.

You must ensure that the details you provide us, via the Logged in Pages or any other communication (including email) are accurate and complete.

You must promptly inform us of any changes to the information that you provided us with – you can do this quickly and easily by accessing the Logged in Pages. This includes your payment details. If we are unable to take payment from your card we are unable to process your order.

If you require the changes to take effect prior to your next delivery please do this before midnight on the Wednesday immediately prior to your next delivery on the coming Sunday or Monday delivery run.

Accounts are non-transferable and you cannot assign, transfer, trade or sell your Account with us to any other party.

You agree not to impersonate any other person whilst using our Site. You also agree not to conduct yourself in an offensive, illegal, immoral or offensive manner whilst using our website.  

Password and Security

When you register with us on our Site you will be asked to create a password which is associated with your User Account. It is your responsibility to choose a secure password and keep this safe.

You are responsible for all purchases made on your Pets Love Fresh Account.

You are responsible for all actions and changes to your Account in the Logged In Pages of Pets Love Fresh (including but not limited to change of Dog details, subscription plan, postal address and delivery instructions).

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these Terms and Conditions.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us.  

Electronic Communiciation

When using our Site functions (including the feeding recommendation feature where you enter details about your dog), using the Logged In pages or emailing us you are communicating with us electronically. You consent to receive communications from us electronically. All information, disclosures, notices and agreements we communicate to you via email or via the website are considered in writing.

By giving us your email address (by voluntarily creating a User Account with us, and / or purchasing products through us) you consent to receiving electronic communication directly from us. This communication can be directly related to your purchase or direct marketing from us.  

Orders and Subscription

You must have an Account to purchase any products or make any orders with us.

You must also have correct, accurate and valid card details entered on your User Account.

When you register an account and make your first purchase with us (be it a trial box or not), you will automatically be subscribed to a regular order of products from Pets Love Fresh .

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.

If we are unable to accept your order, we will inform you of this 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 or because we are unable to meet a delivery deadline you have specified.

We only sell to the United Kingdom. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not deliver to addresses outside the United Kingdom.

When we recommend a certain type of meal size for your pet, based on criteria specified by you in the Logged In Pages it may be subject to changes over time. Specific factors that will influence the box size recommendation (including, but not limited to, their age, breed, activity level, weight, body condition, time period covered, data and feedback provided by you through your User Account). You must keep your User Account up-to-date in order for us to continue to recommend a specific box size for your dog.

The total price paid by you for Pets Love Fresh is the price of food calculated on the day your order is processed, plus VAT where appropriate. This cost breakdown will be displayed on the website prior to you confirming the order. At this point, you can modify your details and the details of your pet prior to completing the purchase.

You can manage your future orders with us through your Logged In Pages.

Your subscription will remain in place unless cancelled (through your Logged In Pages).

Any changes you make through the Logged In Pages may change the price of your order, and we will display this price to you once you have submitted these changes.

The charge for the total price will be charged to the payment card we hold on your account for you at the time of the Order Processing for each specific order.

Your subscription to Pets Love Fresh (even if signed up for a trial) will remain in effect until it is cancelled by you by notifying us.

If you cancel your Pets Love Fresh subscription and reactivate at a different time the price may be a different price than the price in effect for the plan at the time of cancelling your original account.  

Product

The images of the products on our website are for illustrative purposes only and the packaging of the product may vary from that shown in images on our website.

Pets Love Fresh is a natural and hand made product and for operational or business reasons we reserve the right to make minor changes to the product without notice and at our sole discretion. If it is necessary to make any major changes to the product we will inform you first and get your consent before dispatching the items to you.

If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

All of our products are freshly made and the exact weight of each individual item may vary slightly from the weight shown on the packaging.

Please note:  the products we supply may contain allergens. Please let us know if your pet has any allergies and we will try to ensure the products you order do not contain any allergens. It is your responsibility to ensure that any food you feed to your pet does not cause an adverse reaction and we cannot be held responsible for any allergic reaction your pet may have or any adverse consequences resulting from an allergy which you have not disclosed to us. Any disclosure must be made in writing.  

Deliveries and Returns

Products ordered from us can be delivered to addresses within the UK. This excludes PO Boxes and BFPO addresses. Products will be delivered via our third-party courier. Proof of delivery is only obtained under some circumstances. We reserve the right not to deliver to all locations and we will tell you when you apply to register an account with us whether we can deliver to your address.

Delivery dates for your first delivery are selected by us in the Logged-in Pages. Future deliveries run on a regular schedule that is visible to you in the Logged-in Pages for your account. This includes the price of the next order to be shipped and the delivery dates for this.

Actual delivery times may vary based on your location, our stock availability, when you finalise your information on the Logged in Pages, and circumstances impacting delivery out of our control (including public holidays and force majeure scenarios).

You will not hold us responsible for any delays out of our control.

You must report missing or undelivered deliveries by emailing us at [email protected]

Please ensure your address, contact details and leave safe information is kept up-to-date as referred to in the Registration and Account Management section of these Terms and Conditions.

Your Pets Love Fresh delivery will be your responsibility from the time we deliver the product to the address you have given us. You will be notified by our 3rd party logistics provider of when this is.

We will deliver our product frozen or thawing to you. If you are ever unhappy by the temperature at which the product has been delivered you must notify us on the day of delivery by emailing [email protected] We accept no liability for the management of the product after the delivery has been made to the address given by you.

We reserve the right to freeze the product in order to manage our inventory levels. We will deliver a product with 5 days shelf life to you if stored in a refrigerator below 8 degrees celcius. It is your responsibility to manage the freezing and refrigeration of the food delivered to you and to adhere to the shelf life stated on the pack. 

You acknowledge that the products are perishable and once delivered you must take all steps necessary to ensure that the products are stored according to our recommendations. We will not be liable for any products which spoil due to poor storage after they have been delivered.

We want you to be satisfied with the products you receive from us. If you're not satisfied and do wish to return any product to us please follow the following steps:

  • Email us at [email protected] from the email address associated with your user account. Please include details of why you are not satisfied and wish to make a complaint about. Please do this within 5 working days of receiving your product from us.
  • We may request further information from you regarding your complaint. We reserve the right to request photographic proof.
  • If a fault is agreed on our part, and/or refund agreed, we will endeavour to refund you within 7 business days.

 

Cancellation

You can cancel your subscription at any time, through your Logged in Pages. The estimated shipment date for upcoming orders is visible on your logged in pages - see the next deliveries section.

Your subscription must be cancelled by 11.59pm two working days immediately prior to your next delivery (“Cancellation Date”). If you subscription is cancelled after the Cancellation Date, your next and final delivery will still be charged and delivered.

Unfortunately as the products we sell are perishable, the statutory right under the Consumer Contracts regulations 2013 to change your mind does not apply.

Pausing

You can pause your subscription at any time, through your Logged in Pages. The estimated shipment date for upcoming orders is visible on your logged in pages - see the next deliveries section.

Your subscription must be paused by 11.59pm two working days immediately prior to your next delivery (“Pause Date”). If you subscription is paused after the Pause Date, your next delivery will still be charged and delivered.  

Termination or Refusal by Us

We reserve the right to refuse or cancel subscription orders at our sole discretion. If we do this, you will only be charged for orders that have been shipped to you.

We may also terminate the contract between you and us if you fail to comply with our Terms of Use, Privacy Policy or these Terms and Conditions.  

Member and Introductory Offers and Discounts

We may offer new and/or existing customers special offers from time to time.

Where we make such offers, introductory offers are only available to new users of the website. Previously registered users do not qualify for an additional offer, unless expressly stated. “Previously registered users” refers to any combination of: a user with a user account at Pets Love Fresh, a credit or debit card, a credit or debit card holder, a delivery address, a cardholder address, or a household, who has previously made use of the Pets Love Fresh service.

Offers are limited to one individual dog, unless otherwise explicitly stated.

We may cancel any special offer, introductory offer or discount at any time without notice.

At our sole discretion, we may restrict who may enter into offers for any reason.

Promotional offers and discounts are available for limited time periods only.

We reserve the right to put any user account(s) or dog profile(s) on hold and prevent outgoing deliveries, and/or remove any offer from any user account(s) where we become aware of or detect any abuse or unfair treatment of the Pets Love Fresh gifting scheme, referral code(s) and associated Reward(s).

We require you to sign up with a user account at Pets Love Fresh in order to redeem any offer. This process is detailed in the “Registration and Accounts Management" section, and specifically this registration process includes you registering a valid credit or debit card, this includes registering with free and discounted offers.

Except where otherwise stated, discounts and credits cannot be used in conjunction with any other offers.

Purchase of our products is only via our website, and requires a registered account with valid payment and delivery details to redeem a free or discounted offer, or to redeem an account credit

Account credits and offers cannot be redeemed for cash.

After any discounted offer you will be charged the full price for subsequent orders until such time as another applicable and valid discounted offer is applied, or you cancel active subscriptions and orders with us.  

Force Majeure

We will not be deemed to be in breach of contract or of these Terms and Conditions as a result of any failure to perform our obligations or any delay in our performance if that failure or delay is due to any circumstance beyond our reasonable control.  

Limitation of Liability

You acknowledge that your use of this site and its content is at your own risk.

You acknowledge that the feeding guides and recommendation provided by us is intended as a guide only. It is your responsibility as a pet owner to monitor your pet's weight and condition, and to let us know any changes in either weight or condition as these may impact your tailor-made feeding plan. If you have any concerns about your pet's weight and condition, please consult your vet.

Except for liability which we cannot limit, restrict or exclude by law we shall have no liability to you or any third party for any direct, indirect or consequential losses or damages (including loss of profits), or any other damages of any kind whether that were not foreseeable to both you and us at the point of sale or use of our website.

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 or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal rights in relation to the products.

Customers should be aware that an order from Pets Love Fresh can be heavy, and so extra care should be taken when accepting delivery and unpacking the contents of the order, doing so directly from the box at ground level if required.

Except as expressly set out in these Terms and Conditions, our liability under these Terms and Conditions to you shall not exceed the purchase price of the products which are the subject of any dispute between you and us.  

Validity of Provisions and Remedies

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.  

Waiver and Breach

If we do not insist immediately that you do anything you are required to do under these Terms and Conditions, 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. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.  

Assignability

You may not assign, sub-license or otherwise transfer any of your rights under these Terms and Conditions  

This Party Rights

This contract is between you and us. No other person shall have any rights to enforce any of its terms.  

Governing Law

These Terms of Use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.