Terms & Conditions

Terms and Conditions

1. Ownership and Intellectual Property

   1. The copyright and all other intellectual property rights in and to the Website and any and/or all of the material on the Website are either owned by us or are included with the permission of the owner of the rights. As a visitor to the Website, you may download a single copy of each piece of material contained on the Website for your own private viewing purposes only, provided you keep intact all and/or any proprietary notices.
   2. Subject to condition 1.1 above, no copying of either the Website and/or any and/or all of the material contained on the Website or distribution for any commercial or business use is permitted without our prior written consent. You may not include a link to the Website or display the contents of the Website surrounded or framed or otherwise surrounded by material not originating from us without our prior written consent.
   3. No licence is granted to you in these Terms and Conditions to use any trade mark, whether registered or unregistered, of any company within the Pets at Home Family (which includes but is not limited to Pets at Home Ltd, Pets at Home Vet Group Limited, Pets at Home Group plc, Pet Advisory Services Limited (trading as The Vet Connection) and The Pets at Home Foundation)
   4. You shall not conduct, facilitate, authorise or permit any text or data mining or web scraping in relation to our Website or any goods or services provided via, or in relation to, our Website. This includes using (or permitting, authorising or attempting the use of):
      1. Any “robot”, “bot”, “spider”, “scraper” or other automated device, program, tool, algorithm, code, process or methodology to access, obtain, copy, monitor or republish any portion of the Website or any data, content, information or services accessed via the same.
      2. Any automated analytical technique aimed at analysing text and data in digital form to generate information which includes but is not limited to patterns, trends and correlations.

2. Your Account

   1. General
   2. If you use the Website, you are responsible for (1) maintaining the confidentiality of your account and your password and (2) restricting access to your computer to prevent unauthorised access to your account and (3) obtaining and giving all necessary consent regarding any information to be provided (whether acting on your own behalf or on behalf of another person). You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that your password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if your password is being, or is likely to be, used in an unauthorised manner.
   3. You must ensure that the details provided by you on registration at the Website or at any time are correct and complete.
   4. You must inform us immediately of any changes to the information that you provided when registering by updating your personal details. Click here to go to the ‘My Account’ page. Then simply enter your email address and password and you will then be able to change the details that you originally gave.
   5. You must be at least 18 years of age to place any orders and purchase products and/or services on the Website. A parent or guardian is required to accept these Terms and Conditions and place any orders for any person aged below 18. People aged under 18 may otherwise use the Website only with the consent and supervision of a parent or guardian.
   6. You may use our products only for domestic and personal use. You may not purchase or use our products for resale purposes. We reserve the right to refuse or cancel any order and/or suspend or terminate your account if we suspect that you are purchasing or using our products for resale purposes. If you are a business customer, you may use our products for internal business purposes only.

   7. Pets Club
   8. Your Account will be a Pets Club account. The Pets at Home Pets Club is a customer loyalty programme promoted by Pets at Home (“Pets Club”).
   9. These Terms and Conditions apply to Pets Club and participation in Pets Club is considered as acceptance of these Terms and Conditions. All participants must be UK residents and aged 18 or over.
   10. You may only use your Pets Club card or account in Pets at Home stores, selected Vets for Pets and Companion Care practices, on the Website or for Pets at Home Grooming services.
   11. Participants are only entitled to one account each. Your Pets Club card and account is not transferable, may not be sold and can only be used by the person whose name is on the account. If you do create more than one account, we will only send vouchers and offers to one of your accounts.
   12. If you have more than one active account registered with us, your accounts may be matched and merged to create one single record for you. This will be done in accordance with our Privacy Policy.
   13. The Pets Club card, account, key fobs, vouchers and Lifelines in whatever form they are issued remain the property of Pets at Home at all times, who reserve the right to decline to issue or withdraw or cancel the card or account or any vouchers at any time, or to terminate the Pets Club, or alter or amend these additional terms relating to Pets Club without notice at any time.
   14. Your Pets Club card cannot be used as a credit, debit or cheque guarantee card, or for any business club or transaction. Participants in the Pets Club must ensure their personal details are accurate and kept up to date in their account. Pets at Home cannot be held responsible any loss of Lifelines, offers or vouchers incurred as a result of incorrect details.
   15. Participants can choose to leave Pets Club at any time by closing their account with us. By leaving, participants forfeit the right to any Lifelines already accrued or vouchers issued.
   16. Participants who do not interact with us for 3 years may have their account removed and be removed from Pets Club, forfeit any Lifelines, offers or vouchers incurred and may need to apply for new membership should they wish to rejoin.
   17. If your card is lost or stolen or if your account is compromised, please contact Customer Service by visiting petsathome.com/support.
   18. As a member of Pets Club, you will earn ‘Lifelines’ by presenting your Pets Club card in store or by providing details online at the time of purchase. For every £1 you spend at Pets at Home you will earn 1 Lifeline (although this can be altered at the discretion of Pets at Home without notice at any time).
   19. When you sign up for an account, you will select your nominated charity who will receive donations based on the number of Lifelines you accrue. Once you have chosen your nominated charity, 700 Lifelines will be converted into a £1 Pets at Home voucher or equivalent value of goods or services or cash and will be donated to your nominated charity at intervals throughout the year. The vouchers can be used by the charity to pay for goods in Pets at Home stores or Pets Grooming salon services. If you have not chosen a charity, or if, for reasons beyond our control, we are unable to donate your Lifelines to your nominated charity, your Lifelines may be donated to other charities.
   20. To choose your nominated charity from the list of charities available on the Website, or to change your nominated charity at any time, or to find out how much has been donated to charity by Lifelines, go to the Website and log into your account. Pets at Home reserves the right to change the list of nominated charities at any time. Four times per year, your nominated charity will receive the Lifelines you have accrued in that quarter.
   21. Lifelines cannot be exchanged for cash and will have no value until we convert them into a voucher (or equivalent value of goods, services or cash) for the relevant charity.
   22. Lifelines will be attributed to your account as long as you have interacted with us using it in the last three years.
   23. If you have any questions in relation to the terms relating to your account or Pets Club, please contact Customer Service by visiting petsathome.com/support.

3. Website information & availability

   1. Whilst we take every care to ensure that the information on the Website is accurate and complete, some of it may be supplied to us by third parties and we are unable to check its accuracy or completeness. You are advised to verify the accuracy of any information before relying on it. Further, due to the inherent nature of the Internet, errors, interruptions and delays may occur in the service at any time. Accordingly, subject to condition 14 below, the Website is provided “AS IS” with warranties excluded to the fullest extent permissible by law. Subject to condition 14 below, we do not accept any liability arising from any inaccuracy or omission in any and/or all of the information provided on the Website or interruption in availability.
   2. If a fault occurs in the service of the Website, you should report it to Customer Services by visiting petsathome.com/support.
   3. Your access to the Website may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to restore the service as soon as we reasonably can.
   4. Your attention is drawn to the following information in particular:
      1. While we do our very best to ensure that the ingredients, feeding guides and analyses information is kept up to date, there may be occasions where a manufacturer has changed their recipe and this has not yet been reflected in the information on our product pages. Please always refer to the product packaging upon receipt of your order for the fullest and most up to date copy of the product’s ingredients.
      2. Suitable Breeds. We understand that when shopping online, it may be difficult to visualise the actual size of an item, even where approximate product dimensions have been provided. We have therefore provided where possible, a list of potentially suitable breeds for many of our products. This list is a guide only and is by no means meant to be definitive. This guide is based on a breed’s generic size and attributes. Each pet is an individual and therefore, while a product may generally be suitable for a certain breed type, it may not be suitable for certain individual pets. Therefore, upon receipt of your order, please ensure that you are confident that the product(s) you have purchased will in fact be suitable for your pet’s unique individual requirements.

4. Promotions, vouchers & competitions

   1. From time to time, we (or selected third parties) may include promotions, vouchers or other offers on the Website or in-store as follows:
      1. offers and promotions available to all customers (“Standard Promotion(s)”);
      2. personalised vouchers sent directly to Pets Club members only redeemable by the relevant account holder (“Pets Club Reward(s)”); and
      3. loyalty prices and offers available to Pets Club members only (“Pets Club Prices”), (together “Promotion(s)”).
   2. Each such Promotion shall be subject to its own express terms.
   3. Promotions (including any price match policy) offered in Pets at Home stores are valid only for use as part of a purchase made in Pets at Home stores, unless otherwise stated.
   4. We reserve our rights to reject or cancel any vouchers or promotional codes which we have reason to believe have been abused, forged, defaced or otherwise tampered with and/or take any further action we consider appropriate (including technical and/or legal action) in accordance with condition 6. Your statutory rights are not affected.
   5. Pets Club Rewards are redeemable in-store using the barcode on the relevant voucher shown in conjunction with your Pets Club card at the till, and online by using the relevant voucher during the checkout process when logged into your Pets Club account. Pets Club Rewards can only be used once by the account holder unless otherwise stated.
   6. Pets Club Prices are redeemable in-store by showing your Pets Club card at the till or online by being logged into your Pets Club account during the checkout process.
   7. Unless otherwise stated, Promotions:
      1. shall be subject to availability at all times;
      2. cannot be used in conjunction with any other Promotions;
      3. can only be used once by each customer;
      4. may differ between our Website and our stores;
      5. where they constitute multi-buys, will be applied against the cheapest promotional item in your basket and cannot be used in conjunction with any of our subscription products (such as Easy Repeat or Health Plans);
      6. will not be applied to any delivery fees unless the Promotion is delivery specific;
      7. cannot be used in Pets Grooming salons, Companion Care or Vets for Pets practices;
      8. do not have a cash alternative;
      9. cannot be used retrospectively;
      10. are not transferable;
      11. cannot be accepted in the form of a copy or screenshot;
      12. will be automatically reflected in your basket at checkout where they apply; and
      13. will be removed from your basket if you remove the relevant promotional items from your basket.
   8. We do not accept liability for lost, stolen or damaged Promotion vouchers.
   9. When using a gift voucher, the amount of the purchase will be deducted from the remaining balance on the voucher. The remaining balance can be applied to future eligible purchases as long as it is valid.
   10. We reserve the right to withdraw any Promotion without notice at our sole discretion.

5. Limitations

   1. You may not use the Website for:
      1. transmitting any unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable material;
      2. transmitting material that encourages conduct that constitutes a criminal offence, results in civil liability or otherwise breaches any relevant laws, regulations or codes of practice;
      3. gaining unauthorised access to other computer systems;
      4. interfering with any other person’s use or enjoyment of the Website;
      5. breaching any laws concerning the use of public telecommunications networks;
      6. interfering or disrupting networks or websites connected to the Website; or
      7. making, transmitting or storing electronic copies of materials protected by copyright without the permission of the owner.
   2. We reserve the right to refuse to post material on the Website or to remove material already posted on the Website.
   3. You fully indemnify us against any and/or all losses, liabilities, costs and/or expenses reasonably suffered or incurred by us, any and/or all damages awarded against us under any judgment by a court of competent jurisdiction and any and/or all settlements and sums paid by us as a result of any settlement reasonably agreed by us arising out of or in connection with:
      1. any claim by any third party that the use of the Website by you is defamatory, offensive or abusive, or of an obscene or pornographic nature, or is illegal or constitutes a breach of any applicable law, regulation or code of practice;
      2. any claim by any third party that the use of the Website by you infringes that third party’s copyright or other intellectual property rights of whatever nature; and/or
      3. any fines or penalties imposed by any regulatory, advertising or trading body or authority in connection with the use of the Website by you.

6. Right to suspend or cancel your registration

   1. We may decline to register your account or suspend or cancel your registration to the Website immediately or restrict or prevent your access to the Website at our reasonable discretion if you breach any of your obligations under these Terms and Conditions.
   2. You can cancel this agreement at any time after giving us prior notice in writing. If you do so, you must stop using the Website.
   3. The suspension or cancellation of your registration to the Website and/or your right to access and/or use the Website shall not affect either party’s rights or liabilities.
   4. Conditions 1, 5 and 11 of these Terms and Conditions shall survive cancellation.

7. Ordering goods

   1. All orders placed through the Website will be subject to our acceptance of the order. By submitting an order through our Website, you agree that you have read and agree to be bound by these Terms and Conditions and to our Privacy Policy.
   2. When you submit an order to us on the Website, you will receive an email from us acknowledging your order (“Acknowledgement Email”). You should check this email for accuracy and let us know immediately if there are any errors. Please note that the Acknowledgement Email does not mean that your order has been accepted. Your order constitutes an offer to us to buy goods. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms the goods have been dispatched to you (the “Dispatch Confirmation”). The contract between us (“Contract”) will only be formed when we send you the Dispatch Confirmation (“Contract”). Title to the goods will pass to you on delivery to you provided payment has been made in full. The Contract will relate only to those products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other products which may have been part of your order until the dispatch of such goods has been confirmed in a separate Dispatch Confirmation.
   3. Where you have used a promotional code to obtain a discount off the price of your order, acceptance of this order is subject to our verifying that the code has been issued to you personally and that you have complied with all the terms of the offer and qualify for the promotional code. In the event that the code has not been issued to you for your personal use, or you do not qualify for the promotion, or your use of the code is in breach of these Terms and Conditions and/or any express conditions applicable to the code, the price of the order will be adjusted notwithstanding any email confirmation which you receive. Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price. Your statutory rights are not affected.

8. Pricing and processing your orders

   1. The price of any goods and services will be as quoted on the Website from time to time, except in cases of obvious error. Subject to condition 8.4 below, in the event of obvious inaccuracies in the prices quoted on the Website, we reserve the right not to fulfil and/or to cancel any orders placed by you in reliance on the inaccurate prices.
   2. Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.
   3. Whilst it is our intention to keep the Website up to date and error free, product description or pricing errors may occur. If we discover such an error after you have submitted an order to us, we will contact you prior to accepting your order with the correct details. You may then either cancel your order or confirm it based on the correct information. If we are unable to contact you, we will treat your order as cancelled.
   4. All prices shown on the Website are inclusive of VAT. Delivery charges are clearly highlighted throughout the Website.

9. Payment

   1. Payment for all goods and services, whether by credit card, debit card, PayPal, Apple Pay or Google Pay, will be taken from your chosen method at the time we receive your order, after we have checked your payment details and stock availability. Any payment made to us will be refunded if we do not accept your order.
   2. If you decide you wish to save your payment card details for future use on the Website, you will be able to do so provided you tick the ‘save card for future use’ box when you input your details. Please see our Privacy Policy for details on how we handle this information.

10. Availability and delivery

    1. Your order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then within 30 days of the date of the Dispatch Confirmation, unless there are exceptional circumstances such as a Force Majeure Event (see condition 16 below). For further information on delivery charges, click here.
    2. Order limits may apply to orders for particular products and services, including to orders for multiple units of a single product line. These limits may be specified on the Website or may apply if, for example and without limitation, we have reason to believe that you are in breach of these Terms and Conditions, or if orders may limit availability for other customers or create potential health and safety issues for our colleagues and/or couriers.

11. Consumer Rights

    1. If you are contracting as a consumer, you may cancel any Contract between us at any time within 28 days, beginning on the day after you received the goods. In this case, you will receive a full refund of the price paid for the goods in accordance with our refunds policy set out in condition 12 below and our Returns Policy. This is in addition to your statutory rights. If you are unhappy with the goods you have received or don’t believe that they reflect those you Contracted with us for then please contact us immediately as we have a duty to ensure you receive the goods you contracted with us for.
    2. To cancel any Contract between us, you must immediately contact us and return the goods to us in accordance with condition 12 below.

12. Refunds Policy

    1. When you return a product to us pursuant to condition 11 above and our Returns Policy (in addition to your statutory rights):
       1. and where the goods are not defective, we will process the refund due to you as soon as possible and, in any case, within 14 days of the day that we receive the goods in question back from you or you provide evidence to us that you have returned the goods to us. In this case, we will refund the price of the goods in full together with the original delivery charge (provided you return the full order to us), but not the costs you incur in returning the item to us; or
       2. because you claim that the goods are defective, we will examine the returned goods and will notify you of your refund by either post, telephone or email within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you that you were entitled to a refund for the defective goods. Goods returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.
    2. Please ensure that you return goods to us within 14 days of your cancellation of the Contract. This does not affect your statutory rights where the goods are faulty or not as described.
    3. In the case of returns pursuant to condition 12.1.1 above, i.e., returns of non-defective goods, We may also reduce the amount of money refunded to you where you have used the goods beyond the handling that is necessary for you to make sure the goods are as you expected, for example the handling you would do in a shop. This is in accordance with your statutory rights.
    4. We are unable to offer a refund on personalised, custom made or made-to measure goods made to your specification (such as pet id tags) unless the goods are defective. If you claim the goods are defective, we will examine the goods and condition 12.1.2 will apply.
    5. Unless we have agreed otherwise, we will usually refund any money received from you using the same method originally used by you to pay for your purchase.

13. Risk and Title

    1. The goods will be at your risk from the time of delivery.
    2. Ownership of the products will only pass to you when we receive full payment of all sums due in respect of the goods, including delivery charges.

14. Our Liability

    1. We warrant to you that any goods and services purchased from us though the Website are of satisfactory quality and reasonably fit for the purposes for which products of such kind are commonly supplied.
    2. We shall not be responsible to you or any third party whether in contract, tort (including negligence) or otherwise for incidental, special, indirect or consequential loss or damage, any loss of profit (direct or indirect), loss of sales, loss of goodwill or reputation, loss of business, third party claims, pure economic loss arising out of or in connection of the performance or non performance of our obligations under these Terms and Conditions, including such damage as may be reasonably foreseeable at the date you order the goods and/or services.
    3. If you are contracting with us as a business, our liability for any claim for loss or damage shall be limited to the purchase price of the products and/or services you purchased.
    4. If you are contracting as a consumer, our liability for any claim for loss or damage shall be limited to three times the purchase price of the goods and/or services you purchased.
    5. Nothing in these Terms and Conditions shall exclude or restrict our liability:
       1. for death or personal injury caused by our negligence;
       2. under section 2(3) of the Consumer Protection Act 1987;
       3. for fraud or fraudulent misrepresentation; or
       4. for any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

    6. Limitations of liability
    7. Nothing in these Terms shall exclude or limit Pets at Home’s liability for losses which may not be lawfully excluded or limited by applicable law.
    8. Pets at Home shall not be liable for any loss, claim, damage, nor any indirect, special, incidental or consequential damages of any kind, whether based in contract, tort, strict liability or otherwise, which arises out of (a) the use of, or inability to use, this site or content found in this site, or (b) the unauthorised access to or alteration of your transmissions or data, even if Pets at Home have been advised of the possibility of such damages unless resulting from the gross negligence or intentional actions of Pets at Home.

15. Written communications

    Applicable laws require that some of the information or communications we send to you should be in writing. When using the Website, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on the Website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

16. Notices

    All notices given by you to us must be given to Pets at Home Limited, Epsom Avenue, Stanley Green Trading Estate, Handforth, Cheshire, SK93RN. We may give notice to you at either the email or postal address you provide to us when placing an order, or in any of the ways specified in condition 15 above. Notice will be deemed received and properly served immediately when posted on the Website, 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee.

17. Events outside our control

    1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).
    2. A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:
       1. strikes, lock-outs or other industrial action;
       2. civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
       3. fire, explosion, inclement weather, including storms, flood, earthquake, subsidence, epidemic or other natural disaster;
       4. inability of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
       5. impossibility of the use of public or private telecommunications networks;
       6. systems affected as a result of computer hacking or virus
       7. the acts, decrees, legislation, regulations or restrictions of any government.
    3. Our performance under any Contract between us is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will endeavour to bring the Force Majeure Event to a close or to find a solution by which our obligations under any Contract between us may be performed despite the Force Majeure Event.

18. Waiver

    1. If we fail, at any time during the term of any Contract between us, to insist upon strict performance of any of your obligations under any Contract between us or any of these Terms and Conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under any Contract between us, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.
    2. A waiver by us of any default shall not constitute a waiver of any subsequent default.
    3. No waiver by us of any of these Terms and Conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with condition 15 above.

19. General

    1. The use of the Website and any Contracts formed between us are governed by English law. Any dispute arising from, or related to, such use and any such Contracts shall be subject to the exclusive jurisdiction of the courts of England. We make no promise that materials on the Website are appropriate or available for use in locations outside the United Kingdom and accessing the Website from territories where its contents are illegal or unlawful is prohibited. If you choose to access the Website from locations outside the United Kingdom, you do so on your own initiative and are responsible for compliance with local laws. Overseas orders (i.e. orders from outside the United Kingdom) will not be accepted.
    2. A person who is not a party to these Terms and Conditions or any Contract between us shall have no right to enforce any term of the Terms and Conditions and/or any and/or all Contracts between us under the Contracts (Rights of Third Parties) Act 1999.
    3. If any provision of these Terms and Conditions or any provisions of any Contract between us are found to be invalid, unlawful or unenforceable by a court to any extent, such provision will to that extent be severed from the remaining provisions, which will continue to be valid to the fullest extent permitted by law.
    4. We may assign, charge or transfer any of our rights or subcontract any of our obligations under these Terms and Conditions or any Contract to any third party at any time.
    5. You may not assign, charge or transfer any of your rights or subcontract any of your obligations under these Terms and Conditions and/or any Contract between us except with our specific prior written permission in writing.
    6. We reserve the right to revise and amend these Terms and Conditions from time to time and any such changes will be communicated on the Website. You will be subject to the policies and the Terms and Conditions in force at the time that you order goods or book services with us, unless any change to those policies or the Terms and Conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these Terms and Conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the Terms and Conditions, unless you notify us to the contrary within seven working days of receipt by you of the goods). If you do not wish to accept the new Terms and Conditions, you should not continue to use the Website. If you continue to use the Website after the date on which the changes come into effect, your use of the Website indicates your agreement to be bound by the new Terms and Conditions.
    7. These Terms and Conditions govern the entire trading relationship between ourselves and you and will remain in force for the duration of our trading relationship.
    8. We will endeavour to verify the accuracy of any product or pricing information which we place on the Website, but we make no warranties or guarantees (whether express or implied) in relation to the accuracy of such information. You must bear the risk associated with the use of the Internet.

20. Easy Repeat Plan Additional Terms

    These supplemental terms & conditions (“Easy Repeat Additional Terms”) apply to the Pets at Home Easy Repeat plan (“Easy Repeat” and “Easy Repeat plan”). Our Terms & Conditions together with these Easy Repeat plan Additional Terms govern your participation in Easy Repeat and together constitute the entire agreement between you (“you” or “your”), and Pets at Home in relation to your Easy Repeat plan. These Easy Repeat Additional Terms are important and we strongly advise that you read through them carefully and keep them in a safe place so that you can refer to them in the future. By signing up to Easy Repeat you confirm your acceptance of both our Terms & Conditions and the Easy Repeat Additional Terms.

    1. Easy Repeat Plan

       1. Your Easy Repeat plan is with Pets at Home Limited, Epsom Avenue, Stanley Green Trading Estate, Handforth, Cheshire, SK93RN (company registered number 01822577) (“Pets at Home” or “we” or “us” or “our”).
       2. Easy Repeat is valid only on certain products sold by Pets at Home as indicated on the Website and/or in-store (“Product” or “Products”). Products eligible for Easy Repeat at any given time may change without notice. You should check the Website or ask a colleague in-store for details of Products available for purchase through Easy Repeat.
       3. By signing up for an Easy Repeat plan, you are entitled to a discount from the current purchase price of the Product on the Website as at the date of payment being taken for regularly scheduled deliveries of the Product. The level of discount available to you will be displayed during your sign up journey and may depend on your chosen Product(s) and your chosen delivery method. Easy Repeat discount cannot be used for one-off purchases of any product, including where you use the ‘Add to Order’ function to add a one-off product to your next Easy Repeat Order (in accordance with Condition 20.3.2 below). We reserve the right to amend the discount applicable at any time and we will provide reasonable notice to you of any such change if you have an affected Easy Repeat plan.
       4. Easy Repeat is available to UK, Isle of Man and Guernsey residents aged 18 and over only.
       5. You may only use Easy Repeat for domestic purposes. Customers purchasing Products for business use may not use Easy Repeat and we reserve the right to cancel any business orders and your account without notice. All products are subject to availability.

    2. How to sign up

       1. To register for and purchase items through Easy Repeat, you need a Pets Club account (see Condition 2 for more information).
       2. Your Easy Repeat plan is personal to you and you may not assign or transfer your Easy Repeat plan or any of the benefits associated with Easy Repeat to any third party.
       3. To sign up to Easy Repeat via the Website, select the Easy Repeat option when you make your Product selection and follow the instructions to confirm your preferred delivery option, delivery schedule and payment method. You will receive an email from us acknowledging your order (“Acknowledgement Email”). Please note that the Acknowledgement Email does not mean that your order has been accepted.
       4. To sign up to Easy Repeat in-store, you will select an Easy Repeat Product to purchase and a colleague will set up your Easy Repeat plan for you.
       5. Whether you sign up for Easy Repeat via our Website or in-store, you will receive a welcome email confirming that your Easy Repeat plan is now live and thereafter you can manage your Easy Repeat plan within your account once signed in. You should check this email for accuracy and let us know immediately via petsathome.com/support if there are any errors or if you do not agree to our Terms & Conditions and/or Easy Repeat Additional Terms.
       6. Product details (including price, discount and availability) may change over time and each Product order will be subject to the then applicable price and Product details as at the date payment is taken. We recommend that you regularly check the Website for details of Products included in Easy Repeat (including applicable price, discount and availability).

    3. Your Easy Repeat Orders

       1. Once you have signed up to regular deliveries for Easy Repeat , your chosen Products will be ordered and delivered automatically at the delivery frequency chosen by you (each delivery an “Order”).
       2. Before each Easy Repeat Order is dispatched to you, you will receive an email confirming that we are preparing your order (“Advanced Notification Email”). The Advanced Notification Email will include details of your Order, an indication of the price you will pay if the Product’s price on the website remains the same until payment is taken, any applicable delivery fees, and instructions for how and when you can skip, cancel or amend the upcoming Order. At this stage, you can also add non-Easy Repeat products to your Order on a one-off basis or add a new Easy Repeat Product to your Easy Repeat Plan on an ongoing basis. After expiry of this period, assuming that you have not skipped, cancelled or amended the Order and your payment has been processed, you will be sent a further email confirming your Order, notifying you of the amount you have paid (including discounts and delivery fees) and the expected delivery date (“Order Confirmation Email”). Payment for your Order will be taken by your chosen payment method before or at the time of issue of the Order Confirmation Email. After that, you will also be sent an email at the email address associated with your account confirming to you that we have dispatched the Order to you (“Dispatch Confirmation”).
       3. Each Order constitutes a separate offer from you to purchase the Product(s). Each Order will benefit from the Easy Repeat discount advertised at the time of us issuing the Advanced Notification Email. The contract for each Order shall be concluded when the Product(s) is dispatched to you and you receive a Dispatch Confirmation.

    4. Product Availability

       1. From time to time, your Easy Repeat Product(s) may be unavailable. This could be due to any number of reasons, including but not limited to: supplier delays, logistical disruptions, quality control, regulatory changes, product discontinuation or technical errors.
       2. If your Product(s) is unavailable and we have a suitable alternative product for the Product(s) set up on your Easy Repeat plan, we will send you a substitute. You can manage your substitute any time by going into your account and selecting ‘Substitution Preference’ next to the Product where it will show the default choice as ‘Choose the best for me’. Here you can change your substitution preference to another product available on Easy Repeat, or you can choose not to receive any substitutions. Please contact us if you are not happy with the substitute Easy Repeat Product you receive.

    5. Changes to your Easy Repeat Products

       1. If a Product in your Easy Repeat plan is discontinued, we will let you know whether there is a replacement Product or if your Product will be removed from your Easy Repeat plan altogether.
       2. If any elements of a Product are being changed (i.e. ingredient, pack size etc) then we will provide reasonable notice to you before this change takes effect. You can amend or cancel your Easy Repeat plan at any time in your account.

    6. Cancellation or Modification of your Easy Repeat plan

       1. Once you have set up an Easy Repeat plan, it will continue unless or until it is cancelled or modified by either of us in accordance with these Easy Repeat Additional Terms.
       2. You may cancel or modify your Easy Repeat plan at any time by going to the ‘My Subscription Plans’ page on the Website when signed into your account and selecting your Easy Repeat plan. If we have started processing your payment for an Order when you cancel or modify your Easy Repeat plan, the cancellation or modification will take effect from the following Order.
       3. If you cancel your Easy Repeat plan, you will only be charged for the Products dispatched to you and no further Orders will be processed.
       4. We retain the right to cancel your Easy Repeat plan at any time. If your Easy Repeat plan is cancelled, you will be notified of the cancellation.
       5. Following any cancellation, if you reactivate your Easy Repeat plan, the discount applicable may not be the same discount that was in effect prior to cancellation.
       6. If any problem arises with your delivery address or opted payment method which we are unable to address, we will notify you via e-mail using the e-mail address associated with your Easy Repeat plan and any Order or Easy Repeat plan will be automatically placed on hold. No additional Orders will be processed or dispatched until the problem is resolved.

    7. Delivery

       1. You may choose and amend your delivery method and delivery schedule at any time by editing the frequency option in the ‘My Subscription Plans’ page of the Website when logged into your account. You can either have your Easy Repeat Orders delivered to your home address, or you can use our Click & Collect service, available at any of our stores.
       2. Our Click & Collect service is always free if it is your chosen delivery method.
       3. Subject to 20.6.4 below, where the final value of your Easy Repeat Order is £25 or above and you have chosen delivery to your home address, standard delivery of your Easy Repeat Order is free to any UK Mainland address. Availability to non UK Mainland addresses may be restricted and charges may apply.
       4. Where your Easy Repeat Order is less than £25 and you have chosen delivery to your home address, you will be charged our standard delivery fee for delivery and this will be set out on your Advanced Notification Email received before each Order is processed. You may be able to increase your Order value by adding other one-time purchase products to your Easy Repeat Order or ongoing Products to your Easy Repeat Plan in accordance with Condition 20.3.2 above.
       5. If you change your postal address, you must update your address details in the ‘My Subscription Plans’ section of the Website when you are logged into your account. To ensure the next Order is sent to the correct address, please amend the address details within the timeline set out in your Advanced Notification Email. We do not accept liability for any failure of Orders to be delivered to you in circumstances where you have provided incorrect delivery address details or failed to update your delivery address details within the timeline set out in your Advanced Notification Email.
       6. For further details about delivery please see the Delivery page on the website.
       7. Please report any lost products by contacting us within 7 days of expected delivery.

    8. Price, Payment and Application of Discounts

       1. For each Order, you will be charged the current price (including VAT where applicable) of each Product that is live on our website on the date that payment is taken, so the price stated on your Advance Notification Email may increase or decrease (for example, if a product is on offer when you receive your Advance Notification Email and that offer ends before payment is taken, or if a Product goes on offer before the payment is taken but after receipt of the Advance Notification Email). The date of payment varies depending on your chosen payment method.
       2. The Easy Repeat discount you receive will be the discount applicable to the Product, as detailed in the Order Confirmation. Temporary discounts and time limited or special offers only apply to Orders that are processing while that discount or offer is available. If a Product is on offer and it brings the price down further than your Easy Repeat discount would, we will match the price of the offer to ensure you always receive the lowest Pets at Home price. Please note that Easy Repeat discount cannot be applied to your Product in conjunction with multi-buy offers such as ‘buy one, get one free’ and ‘3 for 2’ or offer of similar nature.
       3. By subscribing to an Easy Repeat plan, you agree that we will charge you for all Orders of your Easy Repeat plan until cancelled unless you skip an Order.
       4. The price of each Easy Repeat Order will be charged to the payment method used to sign up. If we are unable to complete your Order using the payment method you used to sign up or otherwise indicated by you, we will attempt to take the payment multiple times, and if we are still unable to complete the payment process, we will cancel your Order and put your Easy Repeat plan on hold until you update your payment method. If three consecutive Orders are cancelled due to failed payment, we will cancel your Easy Repeat plan.
       5. We will take payment for the first Order when you sign up. Subsequent payments will be deducted from your chosen payment method 3 days after receipt of the Advance Notification Email (provided you do not cancel your Easy Repeat plan or skip an Order) and will be followed by an Order Confirmation Email setting out the price you have paid.
       6. You must pay all charges until your Easy Repeat plan is cancelled in accordance with these Additional Terms. We will not refund charges paid or payable by you except in the case of our administrative error or as otherwise provided for in these Additional Terms.

    9. Limitation of Liability

       1. Without prejudice to the limitation of liability set out in our Terms & Conditions and to the maximum extent allowed by applicable law, our liability to you in connection with your Easy Repeat plan will not in any circumstances exceed the amount of the charges actually paid by you in connection with the Order subject to the relevant claim or dispute.
       2. Nothing in these Additional Terms is intended to limit or exclude your statutory rights as a consumer.
       3. We shall not be liable for any banking charge incurred in connection with your selected payment method.
       4. We do not guarantee the availability of any Product.
       5. Nothing in this paragraph is intended to restrict or exclude our liability for fraud, death or personal injury to any person caused by our negligence, or otherwise exclude any liability which may not be excluded by law.
       6. The use of your personal data is subject to our Privacy Policy. You can access our Privacy Policy here.

    10. Your Responsibilities

        1. If your personal details change, you must notify us of such changes immediately.
        2. You are responsible for informing us if your pet is sensitive or allergic to Product and for ensuring the information you give us about you and your pet is accurate and up to date.

21. Health Plan (Flea, Tick and Worm) Additional Terms

    The Terms and Conditions, these Health Plan Additional Terms, your subscription application (“Application”) and the Frequently Asked Questions (as updated from time to time) found here (together “Terms; Your Health Plan”) form the contract with you, the pet owner (“you”, “your”). These Terms are important and we strongly advise that you read through them carefully and keep them in a safe place, so that you can refer to them in the future.

    If you change your mind and wish to cancel your Health Plan, you may do so by telling us within 14 days of the date of our acceptance of your Application. You should contact us either by logging in to My Account (https://www.petsathome.com/shop/en/pets/logon), or by contacting Customer Services by visiting petsathome.com/support, or by letter addressed to Customer Services, Pets at Home Ltd, Epsom Avenue, Stanley Green Trading Estate, Handforth, Cheshire SK9 3RN. The payment for the first month is non-refundable, but we will cancel your Health Plan and will not request any further payments.

    1. Service

       1. If you have chosen to pay by direct debit, your Health Plan is with Pets at Home Ltd, Epsom Avenue, Stanley Green Trading Estate, Handforth, Cheshire SK9 3RN, (“Pets at Home” or “we, us, our”) and is administered by The Animal Healthcare Company Ltd, Victoria Road, Winchester, Hampshire SO23 7RG.
       2. If you have signed up to pay for your Health Plan via any method other than direct debit, your Health Plan is with Pets at Home and is administered by Pets at Home.
       3. If your Application is accepted by Pets at Home your Health Plan entitles you to receive the monthly flea, tick and/or worm products specified by you in the Application or a replacement flea, tick and/or worm products as notified by Pets at Home under these Terms (each a “Health Plan Product”).
       4. To ensure that the Health Plan Product is safe and effective please note that it must be used strictly in accordance with the current instructions and warnings as detailed on the leaflet provided with each Health Plan Product. You may only use your Health Plan Products for your own pet(s). We reserve the right to cancel or pause any Health Plans if you violate these Terms and Conditions, without notice.
       5. Following receiving updated information about your pet:
       6. If your pet is sensitive or allergic to the Health Plan Products, substitute products may be available. Please discuss your pet’s requirements with Pets at Home and condition 21.1.5 will apply if Pets at Home considers that the Health Plan Products should be changed or cancelled.
       7. Should Pets at Home not be able to supply the Health Plan Product in any month it shall notify you as soon as possible so for that month you can purchase the Health Plan Product from another supplier. You will be refunded for any payment made by you for any Health Plan Product which is not supplied.
       8. Any other treatments or products purchased from Pets at Home are payable separately by you to Pets at Home.

    2. Delivery

       1. At the time of making your Application (whether online or instore) you will purchase the Health Plan Product(s) for the first month of your Health Plan. Future monthly Health Plan Product(s) will be delivered (no charge for delivery) each month to the address specified in your Application on the same date of the month as the date you set up and paid for your initial Health Plan Products. The first delivery will be made one month after the date of your Application and initial payment. If any Health Plan Product is returned to Pets at Home, Pets at Home will notify you by email and your Health Plan will automatically be placed on hold and no further deliveries will be processed for dispatch until you resolve the problem.
       2. If our supply of a Health Plan Product is delayed by an event outside our control then Pets at Home 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. We will refund you for any Health Plan Products not received by you.

    3. Payment

       1. The weight of your pet entered on your Application will be the weight used to determine the fee category your pet falls into, subject to any changes in accordance with condition 21.1.5. The fees to be paid for your Health Plan are as set out in the email accepting your Application or otherwise notified under these Terms.
       2. If your chosen payment method is direct debit: you will pay for the first month of your Health Plan at the time of making the Application and by entering into your Health Plan you are agreeing to pay future monthly payments by direct debit to The Animal Healthcare Company Limited, the first of which will be requested approximately 17 days after your Health Plan is set up. The subsequent payments will be requested monthly on the same day of the month as the first direct debit payment.
       3. If your chosen payment method is card payment: you will pay for the first month of your Health Plan at the time of making the Application and by entering into your Health Plan you are agreeing to pay future monthly payments by credit card, debit card or PayPal to Pets at Home. Following your Application and initial payment, future payments will be taken 7 days before each delivery due date unless or until your plan is cancelled in accordance with condition 21.4 below. Please see condition 21.1 for information on your delivery due date.
       4. If your Health Plan is cancelled for any reason you shall be liable to pay us for all Health Plan Products you have received. If the cancellation of your Health Plan occurs before we begin processing your Health Plan order for that month, you will not be charged for that month. If we have already begun processing your Health Plan order then you will be charged for that month, but not for future months.
       5. If one or more attempts to collect your payments are returned to us unpaid, or if you cancel your direct debit, we may immediately cancel.
       6. You must pay the fees until your Health Plan is cancelled in accordance with these Terms. We will not refund fees paid or payable by you except in the case of our administrative error or as otherwise provided in these Terms.
       7. We reserve the right to suspend your Health Plan if you have any outstanding debt with Pets at Home outside of your Health Plan that is more than 7 days overdue. If not already cancelled in accordance with the Terms, your Health Plan will be reactivated once payment of the debt is made in full.

    4. Duration and cancellation

       1. Your Health Plan is an ongoing contract until it is cancelled in accordance with these Terms.
       2. You may cancel your Health Plan up to 3 working days before your expected delivery date and we may cancel your Health Plan on 30 days written notice to you.

    5. General terms

       1. You MUST be over 18 years of age to enter into these Terms.
       2. Your Health Plan may not be transferred either from the pet you have provided details for in your Health Plan to another pet, or from you to a third party.
       3. THIS IS NOT AN INSURANCE POLICY.
       4. The main purpose we hold and use your data is to administer your Health Plan. The use of your personal data is subject to our Privacy Policy. You can access our Privacy Policy here.

    6. Your responsibility

       1. If your personal details change, you must notify Pets at Home immediately.
       2. You are responsible for ensuring the information you give us about your pet is accurate and up to date. We will endeavour to remind you to update us, but you should not rely solely on the reminder system.

    7. Limitation of liability

       1. Pets at Home will be responsible for any losses you suffer as a result of us breaching these Terms if the losses were reasonably foreseeable to both you and to us when you signed up to the Health Plan.
       2. We will not be responsible for any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) nor will we be responsible for any indirect or consequential loss that is not reasonably foreseeable to both you and to us when you subscribed to the Health Plan. Pets at Home does not limit in any way our liability by law for death or personal injury caused from our negligence or breach of duty or caused by our gross negligence or wilful misconduct. Subject to the preceding sentence, our maximum liability to you will not exceed the amount of all Health Plan payments actually made by you during the course of your Health Plan.
       3. If you pay by direct debit, The Animal Healthcare Company administers the Health Plan on Pets at Home’s behalf and the direct debit guarantee set out at condition 21.8 below applies.

    8. Direct Debit guarantee

       1. This direct debit guarantee (the “Guarantee”) is applicable only to customers who have a Health Plan that is paid for by direct debit. This Guarantee is offered by all banks and building societies that accept instructions to pay direct debits.
       2. If there are any changes to the amount, date or frequency of your direct debit, The Animal Healthcare Company Ltd will notify you 3 working days in advance of your account being debited or as otherwise agreed. If you request The Animal Healthcare Company Ltd to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
       3. If an error is made in the payment of your direct debit, by The Animal Healthcare Company Ltd or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.
       4. If you receive a refund you are not entitled to, you must pay it back when The Animal Healthcare Company Ltd asks you to.
       5. You can cancel a direct debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.

22. Complaints Statement and Procedure

    “We are committed to offering the very best in service to our customers and their pets.” However, despite our best efforts to achieve the highest possible standards, we understand that you may sometimes feel disappointed with our level of service. In recognition of this, we have a complaints procedure which helps us to deal with issues promptly and thoroughly. If you would like to make a complaint or provide us with some feedback, please take the following steps.

    Step 1 - Talk to us

    We always welcome feedback so please contact us in the first instance to see if we can resolve your complaint quickly and informally. The quickest way to get in touch with us is by using Live Chat which is available Monday – Friday 9am–8pm. Weekends – 9am–6pm. (Subject to change for Bank Holidays).

    If you would prefer, you can instead get in touch by using our contact us form or by sending a letter to:

    Pets at Home Customer Service, Chester House, Epsom Avenue, Handforth, Wilmslow, SK9 3DF.

    Please include your full contact details, including name, postal address, email address, at least one telephone number, and let us know your preferred method of contact. This helps us to respond to your complaint quickly and efficiently.

    We aim to investigate and reply to all complaints within 5 days, although some cases may take a little longer. If this is the case, we will do our best to let you know.

    Step 2 - Escalation

    If you are not satisfied that your complaint has been resolved, then you may request that your complaint is escalated. We will do our best to keep you updated throughout.

    Step 3 - Independent help and advice

    If you remain unhappy or if we are unable to reach a resolution, then you may wish to seek independent help and advice. Your local Citizens Advice Bureau may be able to help you.

23. Product Reviews

    1. Our Ratings & Reviews Policy
    2. How do we handle reviews on our website/app?. At Pets, we are committed to taking steps to remove, and prevent the publication of fake, false or misleading reviews or ratings (“banned reviews”) from our website/app. This policy explains the measures we take to reduce the risk of such reviews being published, so that reviews on our website/app reflect genuine customer experiences of our products. Fake, false or misleading reviews can include reviews from people who have not used the product but want to create a particular impression of it, or reviews that don’t disclose that the reviewer received a free sample. The measures we have in place to reduce the risk of fake, false or misleading reviews being present on our website/app:
       • having our Product Reviews Terms of Use in place for those submitting reviews;
       • verifying customer device IDs so we can check for bots, fraud and duplication;
       • adding labels to reviews to highlight, for example, that a reviewer received an incentive or is a colleague;
       • making sure reviews shared to our site from a third party (such as the brand’s own website) go through an equivalent moderation process that our reviews go through;
       • removing fake, false or misleading reviews that are published.
       How can customers leave reviews on our website/app? You may receive an email asking you to review a product after you’ve bought it from us. By clicking the link in the email, you will be able to review the product on our website or app. When submitting your review, you will need to read and agree to our Product Review Terms of Use. Our third-party provider will then moderate the review and check it complies with our Product Reviews Terms of Use.

    3. Product Review Terms of Use
    4. These Product Reviews Terms of Use govern any customer review/rating or media (“content”) you submit in relation to a product on our website or app. By submitting your content, you confirm that:
       • it is based on your genuine experience of the product;
       • you are at least  18  years old; and
       • it does not violate these Product Reviews Terms of Use,
       You further agree that you will not submit any content:
       • that is known by you to be fake, false, inaccurate or misleading;
       • that is confidential, as we will treat your review as non-confidential;
       • that contains profanities, infringes any third party's copyright, trademark, trade secret or other rights, or that is, or may reasonably be considered to be, defamatory, abusive, hateful, offensive or otherwise unlawful;
       • for which you received compensation/incentive from a third party, unless clearly permitted by us;
       • that includes any personally identifiable information, names other companies, URLs or refers to specific prices; or
       • that contains any computer viruses, worms or other potentially damaging computer programs or files,
       Additionally, you agree and understand that:
       • for any content that you submit, you grant Pets at Home Ltd  a transferable licence to use, copy, modify, delete, publish andotherwise distribute such content and/or incorporate it into any medium or media without compensation to you;
       • it can take up to five business days for your review to go through moderation and if your review is not published within this time, your review may have violated these Product Reviews Terms of Use;
       • although you can’t edit your review, you can submit a new review for the same product that complies with our moderation rules. Once submitted, we cannot guarantee that you can delete your review or remove it from publication; and
       • you acknowledge that you alone are responsible for the contents of your review.

24. Easy Repeat introductory offer

    Offer only applicable on select Easy Repeat-eligible products where Home Delivery is available. See product page for introductory offer value. Cannot be used in conjunction with any other offers. Where product(s) selected for Easy Repeat are already on offer or fall within a promotion that is equivalent to more than the introductory offer, the higher offer will apply but the offers cannot be used in conjunction. Easy Repeat orders thereafter will revert to 5% off the then current online price. The introductory offer discount will automatically apply to your basket for your first order on eligible products – no code needed.

    Terms and conditions apply and are available here. Where your Easy Repeat order is less than £25, you will be charged our standard delivery fee for delivery, and this will be set out on your pre-order email received before each order is processed. Your pre-order email will also set out an estimated price for your upcoming order. Please see terms and conditions for more details.

    Terms and conditions apply to Pets Club and Easy Repeat and full details can be found on our website .