Terms and Conditions

Please note these conditions are not applicable to all partners regarding our pet promotions.

1 The Terms

1.1 Scope of these terms. These define the terms and conditions under which we provide products to you, encompassing both goods and services.

1.2 Importance of reading the terms. We strongly recommend you read these terms meticulously prior to placing an order. These terms outline who we are, how we deliver products to you, how either of us can modify or terminate the contract, what steps to take if an issue arises, and other vital information. If you detect any error in these terms or need any modifications, we encourage you to reach out to us.

2 Details about us and how to reach us

2.1 Our identity. We operate under the name Animal Tracker, a trading brand of PeddyMark Limited, a company registered in England and Wales. Our company registration number is 05039956 and our registered office is at Lawn House, Slough Lane, Horton, Wimborne. BH21 7JL.

2.2 Contacting us. You may reach out to our customer service team at 01279 507363 or by emailing us at generalsupport@animaltracker.co.uk

2.3 Our mode of contact. If we need to reach you, we will do so by phone or by sending an email or letter to the address provided during your order.

2.4 Definition of "writing". When we mention "writing" or "written" in these terms, it includes emails.

3 Our Agreement with You

3.1 Order acceptance. We accept your order when we send you an acceptance email, at which time a contract is formed between us.

3.2 Inability to accept an order. If we are unable to accept your order, we will let you know without charging you for the product. This might occur if the product is out of stock, due to unforeseen constraints on our resources, errors in the product's price or description, or an inability to meet a delivery deadline you have stipulated.

3.3 Order identification. We will assign an identification number to your order and inform you upon acceptance of your order. When communicating with us about your order, please provide this order number.

3.4 Sales within the UK. Our website solely promotes our products within the UK. Regrettably, we cannot accept orders from addresses outside the UK.

4 Our Products

4.1 Product depiction. The product images on our website are for representation purposes only. While we strive to present colours accurately, we cannot guarantee that your device's display accurately reflects the product's colours. The actual product may slightly differ from the images.

4.2 Packaging variation. The product's packaging may differ from that depicted on our website.

4.3 Animal Tracker Service. The cost of microchipping a pet covers the service of a professional (or qualified implanter) implanting the microchip and the price of the microchip. When your pet is microchipped with an Animal Tracker microchip, the initial registration in our Animal Tracker database is complimentary for your pet's lifetime, if your chip supplier has a premium breeder/implanter account (created before 15 May 2023) and provided the registration is completed within 7 days. Otherwise, a fee is applicable to register your chip. There are costs associated with offering, maintaining, and developing the Animal Tracker database service, including our operation of a 24/7 contact centre. The service fees we charge contribute to the maintenance of the ‘Animal Tracker’ database service throughout your pet’s lifespan. Changes to your contact and address information will require membership of Animal Tracker Premium services or will be subject to an administrative fee. As a member of any of the Animal Tracker premium services, you can make unlimited changes to your account (including secondary/alternative addresses). Your subscription to Animal Tracker premium services will auto-renew annually unless you terminate the contract with us (see clause 9). As a member, your annual subscription has a minimum term of 12 months. If you discontinue the payment for the service, your registration will be reverted to basic. Our service fees are specific to each keeper account and are not transferable.

5 Your Ability to Modify

5.1 If you desire to alter the product you have ordered, kindly reach out to us. We will inform you if the change can be accommodated. If feasible, we will apprise you of any necessary modifications to the product's price, supply timeline, or any other required adjustments resulting from your proposed change. We will then ask you to verify whether you wish to proceed with the modification.

6 Our entitlements to implement modifications

6.1 Minor modifications to the products. We reserve the right to modify the product: a. in response to alterations in applicable laws and regulatory obligations; and b. to execute minor technical adjustments and enhancements, such as to tackle a security risk. These modifications will not disrupt your utilization of the product.

7 Supplying the products

7.1 Charges for delivery. Delivery charges, if applicable, will be showcased to you on our website.

7.2 Timing of product provision. Throughout the ordering process, we will inform you about the expected time of product delivery. For products that are ongoing services or subscriptions, we will also inform you during the ordering process about the methods and timings to terminate the contract.

7.3 We hold no responsibility for uncontrollable delays. If our ability to deliver the products is hindered by an uncontrollable event, we will communicate with you as promptly as possible and will take measures to lessen the impact of the delay. Given that we do this, we will not be held responsible for delays triggered by the event. However, if a significant delay risk exists, you may reach out to us to terminate the contract and receive a refund for any products that you've paid for but not yet received.

7.4 In case you are absent during product delivery. If your address is unattended at the time of delivery and the products can't be dropped in your letterbox, we will leave a note to guide you on how to reschedule the delivery or collect the products from a local depot.

7.5 In case you fail to reschedule delivery. If you fail to collect the products or do not reschedule delivery following a failed attempt, we may contact you for additional instructions and might bill you for storage expenses and any subsequent delivery charges. If, despite our reasonable efforts, we can't reach you or reschedule the delivery or collection, we may choose to terminate the contract and clause 10.2 will be applicable.

7.6 When the goods become your responsibility. The ownership of a product is transferred to you once we deliver the product to the address you have provided.

7.7 When you acquire ownership of goods. You acquire ownership of a product when we have received full payment.

7.8 Circumstances in which we might suspend the provision of products/services. We might have to suspend the supply of a product/services in order to: a. address technical issues or implement minor technical modifications; b. update the product in line with relevant laws and regulatory requirements; c. implement changes to the product as per your request or as informed by us (refer to clause 6).

7.9 Your rights if we suspend the provision of products. We will notify you in advance if we plan to suspend the supply of the product, unless the issue is urgent or an emergency. If the product suspension exceeds 48 hours, we will adjust the price so that you are not charged for products during their suspension. You can choose to terminate the contract if we suspend it, or inform you of a planned suspension, in each case for a duration exceeding 48 hours. In such cases, we will refund any amount you've paid in advance for the period following the contract termination.

7.10 We may also suspend the provision of products/services in case of non-payment. If you fail to make a due payment for the products/services (see clause 14.4) and do not clear the dues within 7 days of our payment reminder, we may choose to suspend the provision of products/services until the outstanding amounts are cleared. In such cases, we will notify you of the suspension. We will not suspend the products in cases where the unpaid invoice is under dispute. You will not be billed for the products during the suspension period. In addition to suspending the products, we can also charge you interest on your overdue payments.

8 Termination of your contract

8.1 You retain the right to terminate your contract with us at any given time. The implications of contract termination depend on the purchased item, its state, our performance, and the timing of your decision to terminate the contract: a. In the case that you have received a faulty or inaccurately described product, you may possess a legal entitlement to terminate the contract (or have the product repaired or replaced, or a service re-executed or claim a partial or full refund), refer to clause 12; b. If you opt to terminate the contract due to our action or notification of future actions, refer to clause 8.2; c. If you have reconsidered the purchase, refer to clause 8.3. You may be eligible for a refund if you're within the cooling-off period, although it might be subject to deductions and you will need to bear the cost of goods return; and d. In the event that you're using our Animal Tracker service and your pet passes away or there's a change in the ownership, kindly get in touch with us to terminate your contract (see clause 9). If your pet is registered with our Animal Tracker service and you wish to terminate your contract with us (other than due to the death or change of ownership of your pet), then you must ensure that your pet is registered with another microchip database from the end of your contract with us.

8.2 Termination of the contract based on our actions or intended actions. If you are terminating the contract for reasons listed from (a) to (e) below, the contract will be terminated immediately and we will fully refund any payment for unprovided products. The reasons include: a. we have informed you about a forthcoming change to the product or these terms that you disapprove of; b. we have informed you about a mistake in the price or description of the product you have ordered and you do not wish to proceed; c. there is a risk that delivery of the products might be significantly delayed due to unforeseen circumstances; d. we have temporarily halted the supply of the products for technical reasons, or inform you that we are about to do so, in both cases for a period exceeding 48 hours; or e. you possess a legal right to terminate the contract due to our mistake.

8.3 Utilizing your right to reconsider as a consumer (Consumer Contracts Regulations 2013). For most products purchased online, you are legally entitled to reconsider within 14 days and obtain a refund. These rights, under the Consumer Contracts Regulations 2013, are elaborated in these terms.

8.4 Situations where consumers do not possess the right to reconsider. Your consumer right to reconsider does not apply to: a. Goods specifically made or personalized as per your requirements; b. services, once they have been finalized, even if the cancellation period hasn't ended; c. products sealed for health protection or hygiene purposes, once these have been unsealed post delivery; d. any products that become inseparably mixed with other items after their delivery.

8.5 Timeframe for consumers to reconsider. The time you have to reconsider depends on your order and its mode of delivery. a. Have you ordered services (for example, our Premium service)? If so, you have 14 days post the day we confirm your order via email. However, once we have completed the services you cannot reconsider, even if the period is still active. If you cancel after we have initiated the services, you must compensate us for the services provided till the moment you inform us that you have reconsidered. b. Have you ordered goods? If so, you have 14 days post the day you (or someone you nominate) receives the goods, unless your goods are delivered in several batches over different days. In that case, you have until 14 days post the day you (or someone you nominate) receives the last delivery.

9 Procedure to terminate the contract with us (including if you have reconsidered)

9.1 Inform us that you wish to terminate the contract. To terminate the contract with us, kindly inform us by phone or email. Contact customer services on 01279 507363 or email us at generalsupport@animaltracker.co.uk. Please provide your name, residential address, order details, and, if available, your contact number and email address. If you wish to withdraw from the contract, you can utilize the model cancellation form provided within the schedule of these terms.

9.2 Returning products after contract termination. If you terminate the contract for any reason post the dispatch of products to you or you receiving them, you are required to return them to us. You should either personally return the goods to the place of purchase, mail them back to us at Redhill Chambers, High Street, Redhill, RH1 1RJ or (if they are unsuitable for mailing) permit us to collect them from you. Please contact customer services on 01279 507363 or email us at generalsupport@animaltracker.co.uk for a return label or to schedule a collection. If you are a consumer exercising your right to reconsider you must send off the goods within 14 days of informing us of your wish to terminate the contract.

9.3 Circumstances under which we will bear the return costs. We will cover the return costs: a. if the products are faulty or inaccurately described; b. if you are terminating the contract due to our notification of a forthcoming change to the product or these terms, a mistake in pricing or description, a delay in delivery due to unforeseen circumstances or because you possess a legal right to do so as a result of our mistake; or c. in all other scenarios (including where you are a consumer exercising your right to reconsider) you must bear the return costs.

9.4 Charges for collection. If you are responsible for the return costs and we are collecting the product from you, we will charge you the direct cost of collection. The collection costs will be equivalent to our standard delivery charges.

9.5 Refund process. If you are entitled to a refund as per these terms, we will refund the amount you paid for the products including delivery costs, via the payment method you used. However, we may make deductions from the amount, as outlined below.

9.6 Deductions from refunds if you are reconsidering. If you are reconsidering: a. We may decrease your refund of the price (excluding delivery costs) to account for any decrease in the value of the goods, if this has been caused by your handling them in a way which would not be allowed in a shop. If we refund you the price paid before we inspect the goods and later discover that you have handled them in an unacceptable way, you must pay us an appropriate amount. b. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. c. In the case of a service product, we may deduct from any refund an amount for the service provided till the time you informed us that you have reconsidered. The deducted amount will be proportionate to what has been supplied, compared to the full coverage of the contract.

9.7 Refund timeline. We will process any refunds due to you as quickly as possible. If you are reconsidering then: a. If the products are goods and we have not offered to collect them, your refund will be processed within 14 days from the day we receive the returned product from you or, about the product, please contact us. You can telephone our customer service team at 01279 507363 or write to us at generalsupport@animaltracker.co.uk. Alternatively, you may use our model complaint form provided within the schedule of these terms. if earlier, the day you provide us with evidence of having sent the goods back. For information about returning goods to us, see clause 9.2. b. In all other cases, your refund will be processed within 14 days of you informing us of your decision to terminate the contract.

9.8 Your legal rights if we deliver faulty products. You have a legal right under the Consumer Rights Act 2015 to goods that are as described, fit for purpose and of satisfactory quality. If we deliver faulty goods to you, you have the right to terminate the contract. For more information on your legal rights, please refer to clause 11.

10 Our rights to end the contract

10.1 We may terminate the contract if you breach it. We may terminate the contract for a product at any time by writing to you if: a. You fail to make payment to us when it is due; b. You fail to, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; c. You fail to, within a reasonable time, allow us to deliver the products to you or collect them from us.

10.2 You must compensate us if you breach the contract. If we end the contract due to your breach of contract (as set out in clause 10.1), we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breach of the contract.

11 In case of product issues

11.1 Should you have any inquiries or complaints regarding the product, we encourage you to reach out to us. You have the option to call our customer support team at 01279 507363 or send us a message at generalsupport@animaltracker.co.uk or via post to Redhill Chambers. High Street, Redhill, Surrey, RH1 1RJ

12 Your entitlements regarding faulty products

12.1 As per consumer law, we are legally obligated to provide products that adhere to the terms of this agreement. The following summarizes your significant legal rights concerning the products. These terms do not affect your statutory rights. Summary of your critical legal rights In the event your product is a tangible item, the Consumer Rights Act 2015 stipulates that goods should be as depicted, suitable for intended use and of acceptable quality. Throughout your product's expected lifespan, you are legally entitled to the following: • within 30 days: if your items are defective, you can receive an immediate refund. • up to six months: if your items cannot be repaired or replaced, you usually have the right to a complete refund. • up to six years: if your items do not last for a reasonable duration, you may be entitled to a partial refund. Refer to clause 8.3 (Utilizing your right to reconsider your decision). In case your product is a service, for instance, our Premium service, the Consumer Rights Act 2015 states: • you can request us to redo or fix a service if it isn't performed with adequate care and skill, or get a partial refund if we can't rectify it. • if you didn't agree on a price beforehand, the amount you're requested to pay must be reasonable. • if you didn't agree on a timeframe beforehand, it should be executed within an acceptable period.

12.2 Your responsibility to return unaccepted products. If you decide to use your legal rights to reject products, you must either personally return them to the place of purchase, mail them back to us, or (if they are unfit for posting) allow us to retrieve them from you. We will cover the expenses of postage or collection. Please reach out to customer services on 01279 507363 or email us at generalsupport@animaltracker.co.uk to get a return label or to organize collection.

13 Product pricing and payment

13.1 How to determine the product's price. The product's price (inclusive of VAT) will be the price indicated on the order pages at the time you placed your order. We take utmost care to ensure that the price of the product communicated to you is accurate. However, please refer to clause 13.3 for the procedure if we detect an error in the price of the product you order.

13.2 We will apply changes in the VAT rate. If the VAT rate varies between your order date and the date we provide the product, we will adjust the VAT rate you pay, unless you have fully paid for the product before the change in the VAT rate is implemented.

13.3 Procedure for pricing errors. Despite our diligent efforts, it's always possible that some of the products we sell may be inaccurately priced. We typically verify prices before accepting your order, so if the product's correct price on your order date is lower than our stated price, we will charge the reduced amount. If the product's actual price on your order date is higher than the price communicated to you, we will get in touch with you for instructions before accepting your order. If we accept and process your order where a pricing mistake is clear and unmistakable and could reasonably have been acknowledged by you as a mispricing, we may terminate the contract, refund you any amounts you have paid, and demand the return of any goods provided to you.

13.4 Payment timeline and methods. We accept payment with Visa, Visa Debit, Visa Electron, Mastercard, and Maestro. Your payment schedule depends on the type of product you are purchasing: a. For tangible goods, you must pay for the products before we send them out. We will not charge your credit or debit card until we ship the products to you. b. For services, payment will be taken when you order the services from us.

14 Our liability for any loss or damage you incur

14.1 We are liable for foreseeable loss and damage caused by us. If we breach these terms, we are liable for loss or damage you suffer that is a foreseeable result of our breach of this agreement or our failure to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is apparent that it will occur or if, when the contract was entered into, both we and you knew it might occur, for instance, if it was discussed with us during the sales process.

14.2 We do not exclude or limit our liability to you where it would be illegal 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; for violation of your legal rights concerning the products as summarized in clause 12.1.

15 How we handle your personal data click here to access our privacy policy.

16 Other crucial terms

16.1 We can assign this agreement to another party. We can transfer our rights and obligations under these terms to another entity. We will always inform you in writing if this occurs, and we will ensure that the transfer does not negatively impact your rights under the contract.

16.2 You require our permission to transfer your rights to another individual. You can only transfer your rights or your responsibilities under these terms to another party if we provide our written consent.

16.3 This contract is exclusively between you and us. No third party has any rights to enforce any of its terms.

16.4 If a court deems part of this contract illegal, the remainder will stay in effect. Each of these terms functions independently. If any court or relevant authority decides that any of them are unlawful, the rest of the terms will continue to be fully effective.

16.5 We can enforce this contract at any time, even if we delay enforcement. If we do not immediately insist that you fulfill your obligations under these terms, or if we delay taking action against you for breaching this contract, that doesn't mean you are exempt from those duties, nor will it prevent us from taking action against you at a later time. For instance, if you fail to make a payment and we do not pursue you but we continue to supply the products, we can still demand you to make the payment at a later date.

16.6 The laws that govern this contract and the location for legal proceedings if you are a consumer. These terms are governed by English law, and you can initiate legal proceedings concerning the products in the English courts. If you reside in Scotland, you can initiate legal proceedings concerning the products in either the Scottish or the English courts. If you live in Northern Ireland, you can initiate legal proceedings concerning the products in either the Northern Irish or the English courts.