Terms & Conditions
TERMS & CONDITIONS – DELICIOUS DOGGY DINNERS LIMITED
www.deliciousdoggydinners.com is a website (“Site”) operated by Delicious Doggy Dinners Limited (“we” or “us”) registered in England and Wales under company number 11201094 and with a registered office at c/o Haslers Chartered Accountants & Business Advisors, Old Station Road, Loughton, IG10 4PL.
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 firstname.lastname@example.org or Delicious Doggy Dinners Limited, Atlas Business Centre, Oxgate Lane, London, NW2 7HJ.
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 subscription service we require you to register with us using the process defined on the Site. Registering with us generates a user account (“User Account” or “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 seven clear days prior to your next delivery.
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.
In the event that you use your User Account to upload, post or tag images to the Site either directly or through social media, you grant us a irrevocable non-exclusive royalty free Worldwide license for the use of such images. You remain responsible for any such images complying with standards of taste and decency and shall not infringe the rights of any third party nor any obligations of confidentiality.
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 through your Account.
You are responsible for all actions and changes to your Account in the Logged In Pages (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.
When using our Site functions (including the meal 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 order with us, you will automatically be subscribed to a regular order of products from us.
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 UK. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not deliver to addresses outside the UK. Please keep checking the Site as this may change in the future.
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 serving 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 serving size for your dog.
The total price paid by you is the price of the specific product 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 will remain in effect until it is cancelled by you by notifying us.
If you cancel your Account 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.
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.
Whilst we take great care to ensure the quality of our products, we make no guarantee that the products on our Site are suitable for your individual pet. Neither do we offer veterinary nor feeding advice. You remain responsible at all times for any feeding and care decisions relating to your pet.
Our products are 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, such as where this is required due to seasonal availability of ingredients. We may, for example, also from time to time when creating a package of products for dispatch, vary the specific items in that package to increase or decrease the number of beef, chicken, lamb or turkey dishes dispatched to you as we may determine. In some cases, we may also elect to vary dishes which could cause an increase or decrease the overall protein levels provided for in those products. However, 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@example.com.
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 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 to you, under 8 degrees celsius. 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 firstname.lastname@example.org. We accept no liability for the management of the product after the delivery has been made to the address given by you. For example, if you are not available to accept delivery for any reason we shall not be liable for any changes in the temperature or quality of the product arising out of or in connection with your failure to accept delivery.
We reserve the right to freeze the product in order to manage our inventory levels. We will deliver a product with three day unopened refrigerated shelf life to you. If you have 4 to 6 weeks worth of food delivered to you, it is your responsibility to manage the freezing of the food and adhere to the shelf life stated on the pack. Any frozen product must be defrosted unopened and kept in the fridge for no longer than the three day refrigerated shelf life before use. Frozen food can be stored in the freezer for up to three months.
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@example.com from the email address associated with your User Account. Please include details of the product that you wish to return and a reason for return. Please do this within seven working days of receiving your product from us.
• If we require the goods to be returned to us, we will communicate this to you and arrange collection. Please take reasonable care of the goods whilst in your possession prior to any return. We will inspect the goods on arrival.
• We may request further information from you regarding your return.
• If a fault is agreed on our part, and/or refund agreed, we will endeavour to refund you within seven business days. The refund will cover the cost of the item being returned.
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.
Your subscription must be cancelled before midnight, seven clear days prior to your next delivery. Failure to do so will result in you being charged and your order being 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.
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.
Your subscription must be paused before midnight, seven clear days prior to your next delivery. Failure to do so will result in you being charged and your order being 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.
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 one or more of: a customer with a User Account, 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 our service.
Offers are limited to one individual subscriber, unless otherwise explicitly stated.
Where a referral is to a sibling with the same address on each User Account, we will give an additional 5% discount for the referred sibling’s first delivery.
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.
Our referral scheme allows existing customers to share unique codes with their friends to enable them to access special discounts and promotions. These codes can only be used by new customers who have not previously had a User Account. Existing customers cannot use these codes, and customers cannot use their own unique codes on their own account.
Our referral scheme will only become available to existing customers after 2 consecutive deliveries.
Once a customer has referred a friend with their unique code and the referred friend has both signed up using that unique code and received their second delivery from us, the customer will receive a 50% discount from their next order. The referred friend will receive 50% off their first order.
We reserve the right to put any User Account or dog profile(s) on hold and prevent outgoing deliveries, and/or remove any offer from any User Account where we become aware of or detect any abuse or unfair treatment of the referral scheme and/or referral codes.
We require you to sign up with a User Account 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, including when registering for 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 Site, and requires a User 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.
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 our Site and its content is at your own risk. You accept that we have no control over any third party links or third party content provided on our Site, and we provide the Site “as is” with no guarantee that it will be available or free of malware or viruses of any kind.
You acknowledge that the feeding guides and recommendations provided by us are 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 us 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 package 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.
You may not assign, sub-license or otherwise transfer any of your rights under these Terms and Conditions
THIRD PARTY RIGHTS
This contract is between you and us. No other person shall have any rights to enforce any of its terms.
These Terms and Conditions, including their subject matter and their formation and any dispute arising out of or in connection therewith, are governed by the laws of England & Wales. You and we both agree that the courts of England and Wales will have exclusive jurisdiction to hear any claims arising out of in in connection with these Terms & Conditions.