Terms and Conditions
1. THESE TERMS
1.1 What these terms cover. These are the terms and conditions on which we supply goods to you.
1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide goods to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
1.3 Age restrictions. You must be over 18 years of age to purchase or make use of any goods or services from our website.
1.4 Confirmations from you. When you register with us to purchase products for your pet, you will be asked to confirm the following matters:
(a) You confirm that your pet is over 8 weeks of age and that you have provided the correct information relating to your pet’s weight, age, and breed, where requested.
(b) You will read the instruction label and datasheet in full that is provided on our website prior to the administration and handling of the goods.
(c) You agree that Flerm has provided access to a Datasheet and Summary of Product Characteristics, via the website’s relevant product pages, relating to the goods that we supply you.
(d) You are aware that some products can react with other medication. You agree to consult with your veterinarian before administration of the products in such a case.
(e) You are aware that some products cannot be used during your pet’s pregnancy or lactation. You agree to consult with your veterinarian before administration of the products in such a case.
(f) You will not give or sell the products to any one else or allow any of the products to be used on any pet other than the one intended to receive the product.
(g) You agree to use the products supplied in their intended manner.
(i) You agree to inform Protect My Pet if there are any changes to your pet’s weight or health.
2. INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 Who we are. We are Flerm Limited, which is a company registered in England and Wales. Our company registration number is 12874383 and our registered office is at 259 Wallasey Village, Wallasey, CH45 3LR.
2.2 How to contact us. You can contact us through our livechat facility on our website or you can email us at [email protected]
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provide to us in your order.
2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
3. OUR CONTRACT WITH YOU
3.1 How we will accept your order. You will be notified by email to confirm that we have received your request for a subscription or other purchase. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.2 If we cannot accept your order. If we are unable to accept your order or if we are unable to despatch your product, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product, because we are unable to meet a delivery deadline or for some other reason (including where we decide that it would be inappropriate to supply a product or items contained within it to you).
3.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4 We only deliver to addresses in the United Kingdom, the Channel Islands and the Isle of Man. Unfortunately; we do not deliver to addresses outside the United Kingdom, the Channel Islands and the Isle of Man.
3.5 We rely on the accuracy and completeness of the things you tell us. You agree to ensure that all the information supplied by you to us and all the confirmations and agreements you give to us during the sign-up process or at any other time are true, accurate and complete.
3.6 You must exercise care. You agree that:
(a) you will check that the items delivered match those which you should have received;
(b) you will read and ensure you understand any information supplied with the items delivered concerning their correct use before you use them;
(c) you will be competent and legally allowed to use the products safely;
(d) you will use the products supplied in their intended manner, and for the intended pet only;
(e) you will inform us of any change in the health status of your pet, such as illness or pregnancy;
(f) you will inform us if a change in your pet’s weight puts it into a different weight category (this may affect the products/treatment your pet requires); and
(g) you will notify us if you are unsure of anything before applying any medication or other item we supply.
For more detailed information about the medicines we offer in our boxes, please check the datasheets for each relevant product on our website. A Summary of Product Characteristics (SPC) is available on request from [email protected]
4. OUR PRODUCTS
4.1 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Your product may vary from those images. 4.2 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
4.3 Products which are sold by periodic subscription. When you agree to register for a subscription, we will set up a periodic subscription for you. We will despatch an order within 48 hours of receipt of your payment, and this date will become your monthly despatch date. We use Royal Mail to deliver all of our parcels. You should receive your delivery within 2-3 days of despatch.
4.4 Genuine UK Licensed Products. We only source and use products that have been licensed for use in the UK. We only buy medicines directly from either the manufacturer or from an authenticated UK licensed wholesaler. Counterfeit medicines can seriously damage your pet’s health.
4.5 Notification of Errors. You should check the items we send in your product carefully and promptly upon receipt. If you believe there may have been a dispensing error, you should contact us immediately and should not administer the treatments supplied.
4.6 Adverse reactions to veterinary medicines. No medicine is risk-free and all medicines have the potential to cause adverse effects. Some of the adverse effects are known about and these are explained in the item’s Data Sheet, which can be found on our website. Others that may only rarely occur or are specific for certain breeds or groups of animals may only be seen when the products are used more widely. If you suspect that your pet has had an adverse reaction to a veterinary medicine, or you think the medicine hasn’t worked as it should have done, please consult your vet for further advice.
5. YOUR RIGHTS TO MAKE CHANGES
You may not make changes to a product after you have ordered it. You may however cancel your order in accordance with these terms.
6. OUR RIGHTS TO MAKE CHANGES
6.1 Minor changes to the products. We may change a product after it has been ordered:
(a) to reflect changes in relevant laws and regulatory requirements;
(b) to implement technical adjustments and improvements. These changes will not affect your use of the product; and
(c) to replace one product with another that we reasonably consider to be equivalent.
6.2 More significant changes to a product. In addition, we may make more substantial changes to a product, but if we do so we will notify you and you may then contact us to end the contract and receive a refund for affected products paid for but not received.
7. PROVIDING PRODUCTS
7.1 Delivery costs. The costs of delivery will be as displayed to you on our website.
7.2 When we will provide the products. If you have registered for a subscription, we will continue to supply the products on a monthly basis until you end the contract as per the terms of clause 8, or we end the contract by written notice to you as per the terms of clause 9.
7.3 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
7.4 If no-one is home when the product is delivered. Our boxes will fit through most standard size letterboxes. If for whatever reason a box does not fit through your letterbox and no one is available at your address to take delivery, Royal Mail will leave you a note informing you of how to collect the goods from your local sorting office. Please ensure that the delivery address you enter is correct. Goods that are returned to us will incur a further delivery charge.
7.5 When you become responsible for the goods. Products will be your responsibility from the time we deliver the product to the address you have given us.
7.6 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
(a) deal with technical problems or make minor technical changes;
(b) update the product to reflect changes in relevant laws and regulatory requirements;
(c) deal with delays in supply of the product that are beyond our control; or
(d) make changes to the product as requested by you or notified by us to you (see clause 6).
7.7 Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, and we will refund any sums you have paid in advance for the product.
7.8 We may also suspend supply of the products if you do not pay. If you do not pay us for a product when you are supposed to we may suspend supply of products until you have paid us the outstanding amounts.
7.9 Care needs to be taken when our products are delivered. You must take steps to ensure any pet(s) or any children do not have access to the medicines in our products when they arrive at the delivery address or through its letterbox. They must be kept out of children’s reach, and must only be administered in the correct manner as instructed on the relevant datasheets on our website.
7.10 When you own goods. You own a product once we have received payment in full.
7.11 What will happen if you do not give required information to us. In some instances, we may need certain information from you so that we can supply product to you. If so, we will contact you in writing to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may end the contract. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
7.12 If your delivery does not arrive on the expected day. If your delivery does not arrive on the expected delivery day which we have informed you, you will need to tell us within 7 days. This is required to enable us to bring this matter to the attention of our delivery agent.
8. ENDING THE CONTRACT
8.1 Cancelling your subscription. Your subscription can be cancelled at any time by logging into your account on our website, speaking to us via the livechat facility on our website, or by emailing us at [email protected] However, in order to avoid being charged for the next month’s subscription, you need to cancel by midnight on the day preceding your billing date. Once this date has passed your order will be sent for processing and your cancellation will take effect from the following month.
8.2 When you are permitted to return products. You are permitted to return products:
(a) if the products are faulty or misdescribed; or
(b) if there has been a substantial delay in delivery (of greater than 2 weeks).
8.3 How we will refund you. If you are entitled to a refund, we will refund you the price of the returned product(s) by the method you used for payment.
8.4 Deductions from refunds. If you are exercising your 14 day right to change your mind, or returning any products to us under the terms of clause 8.2, we are entitled by law to reduce your refund to reflect any reduction in the value of the product if you have opened the items comprised in packages or damaged the products packaging. If the products we receive back from you are in an unsaleable condition, then we do not have to make any refund at all.
8.5 When your refund will be made. You will receive your refund (if applicable) within 7 days after the day on which we receive the product back from you.
9. OUR RIGHTS TO END THE CONTRACT
9.1 We may end the contract if you breach these terms. We may end the contract with you at any time if:
(a) you do not make payment to us when it is due;
(b) we learn that you are in breach of any of your other obligations under this contract; or
(c) we cease providing items of the type that we provide to you.
10. PRICE AND PAYMENT
10.1 Pricing. The prices of our products will be shown on our website. These prices may be subject to change in the future. If we increase the price of our subscription boxes, we will inform you in advance and give you the opportunity to cancel your subscription if you do not wish to accept an increased price.
10.2 Errors. In the event of an error in pricing, we will inform you as soon as possible. We reserve the right to correct any obvious error in pricing. If you order has not yet been processed, we reserve the right to cancel your order.
10.3 When you must pay and how you must pay. We accept payments by the methods specified in the order process on our website. You must pay us before we send products to you.
11. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
11.1 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation or for any other reason specified by law.
11.2 We are not liable for business losses. We only supply products for domestic and private use. We will have no liability to you for any loss of revenue or profit, loss of business, business interruption, or loss of business opportunity, including where you use a product for any commercial, business or re-sale purpose.
11.3 Indirect losses. We are not liable for any indirect, special or consequential loss damage, costs or other claims.
11.4 Maximum claim. Our liability to you in the event of a valid claim, shall not exceed the price of the products purchased.
12. COPYRIGHT AND LICENCE
12.1 Who owns the content on our website. This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the content, design, layout, look, appearance and graphics and all of the material available whether for free or for purchase through the website. Subject to the license below, all intellectual property rights are reserved.
13. LEGAL TERMS
13.1 This website is provided “as is” without any representations or warranties, express or implied. We make no representations or warranties in relation to this website or the information and material provided on this website.
13.2 We do not warrant that this website will be constantly available, or available at all, or that the information on this website is complete, true, accurate or non-misleading.
13.3 Nothing on this website constitutes, or is meant to constitute, advice of any kind. We do not provide any warranty as to the suitability of the information and material found or offered on this website for any particular purpose. Your use of any information or material on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any materials, services or information available through this website meet your own specific requirements.
13.4 You acknowledge that information and material found or offered on this website may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
13.5 To the maximum extent permitted by applicable law we exclude all representations, warranties and conditions relating to this website and the use of this website (including, without limitation, any warranties implied by law of satisfactory quality, fitness for purpose and/or the use of reasonable care and skill).
14.1 If you breach these terms you will be held responsible for any loss suffered by us as result of such breach and will be held accountable for any losses caused or profits gained by you from breaching these terms.
14.2 You agree to indemnify us and undertake to keep us indemnified against any losses, damages, costs, liabilities and expenses (including, without limitation, legal expenses) incurred or suffered by us arising out of any breach by you of any provision of these terms.
15. OTHER WEBSITES
15.1 Other websites which may be linked to from our site. This website may contain links to other websites that are not under the control of and are not maintained by us. We are not responsible for the content or reliability of the linked websites. We provide these links for your convenience only but do not endorse the material on those sites.
16. HOW WE MAY USE YOUR PERSONAL INFORMATION
17. OTHER IMPORTANT TERMS
17.1 We may transfer this agreement to someone else.
17.2 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
17.3 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
17.4 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
17.5 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed exclusively by English law and legal proceedings in respect of the products or any other dispute arising may only be brought in the English courts.
17.6 Password protections: Access to certain areas of our website is restricted. We reserve the right to restrict access to areas of our website, or indeed the entire website, at our sole discretion. If we provide you with a user ID and password to enable you to access restricted areas of the website or other content or services, you must ensure that the user ID and password are kept confidential. We may disable your user ID and password at our sole discretion without prior notice, if we believe you are making improper use of the website