ManyPets Health plan terms and conditions

These terms apply to any subscription plan available on our website at https://plans.manypets.com (“Plan”). Please read them carefully before you sign up to a Plan, as they set out important information about your and our rights and obligations.

You must agree to these terms before you sign up to a Plan.

You must be at least 18 years old and a resident of the UK to subscribe to a Plan.

Your attention is particularly drawn to clause 19 (Our responsibility to you) of these terms, which sets out important limits and exclusions of our liability to you.

Summary of some of your key rights:

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. Up to 30 days from delivery, if the goods you receive are faulty, you can get a refund. Alternatively, and at any time, if the goods you receive are faulty then you can ask for replacement goods.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 0808 223 1133.

The information in this summary box summarises some of your key rights. It is not intended to replace the contract below, which you should read carefully.

1 ABOUT US

We are ManyPets Ltd, a company registered in England and Wales under company number: 07886430. Our registered office is at: Unit 1b 1-10 Summers Street, London, England, EC1R 5BD.

2 HOW TO CONTACT US

You can contact us by sending an email to health.uk@manypets.com, by submitting a request on our website at https://manypets.uk/contact or calling us on 0345 646 1786.

3 THESE TERMS

3.1 Any reference to ‘we’, ‘us’ or ‘our’ in these terms is to ManyPets Ltd, and any reference to ‘you’ or ‘your’ is to the person in whose name the Plan is held.

3.2 The terms which will apply to your Plan will be those in force at the time you signed up to your Plan, subject to any changes we make to the price in accordance with clause 7 below. If we make changes to the price of your Plan we will give you reasonable notice and remind you of your right to cancel your Plan (see clause 13 below for more information on your right to cancel your Plan) before any such changes take effect.

3.3 Please print out or save a copy of these terms and any emails from us for your records, as we will not save or file a copy for you. These terms are only available in English. No other languages will apply.

3.4 These terms and conditions only apply to our Plans. If you purchase any other goods or services from us or another company within our group, then the specific terms and conditions applicable to those other goods and services will apply rather than these terms and conditions.

3.5 Your use of our website is governed by our Terms of Website Use https://manypets.uk/terms.

4 YOUR PRIVACY AND PERSONAL INFORMATION

4.1 Our Privacy Policy is available at https://manypets.com/uk/privacy/.

4.2 Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in accordance with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and the ICO (the UK data protection authority) if you have a query or complaint about the use of your personal information.

5 YOUR PLAN AND PLAN COST

5.1 You can use our website to sign up to a Plan to receive certain pet healthcare products (“Products”) on a recurring, subscription basis. To sign up to a Plan you will need to complete the sign up form on our website (https://manypets.uk/newhealthplan) and agree to these terms (“Sign Up”). If you are not already a customer of ours then you will also need to create a customer account (“Account”) as part of that sign up process. Please check you have carefully entered your details before you Sign Up. All information that you provide to us is dealt with in accordance with our Privacy Policy (see ‘Your Privacy and Personal Information’ above).

5.2 The specific Products, their quantities and delivery frequency under your Plan will be set out on our website and confirmed to you by email once you have provided the relevant details regarding your pet and completed the process for Sign Up.

5.3 Your Plan cost consists of an initial charge followed by recurring periodic charges as set out in your Plan. By signing up to your Plan and entering into these terms, you agree to these charges and acknowledge that your subscription has both an initial and recurring payment obligation. You also agree that you will pay the recurring charges due as part of your Plan unless or until you cancel your Plan in accordance with clause 13 of these terms.

5.4 The Sign Up process is a request from you for us to enter into a contract with you for your Plan. After you complete the process for Sign Up, we will send you an acknowledgment email to let you know that we have received your request. This does not mean that we have accepted your request. Completion by you of the Sign Up process is an offer from you to enter into a Plan on these terms.

5.5 Acceptance of your request to contract with us for your Plan takes place when we take the first payment due under your Plan, at which point a legally binding contract is formed between you and us on these terms. We will send you a welcome email to confirm that the contract for your Plan is in place.

5.6 If we do not accept your Plan request, for example because we have been unable to take payment, the Products are unavailable, you are under 18 or live outside our UK delivery area, or there has been a mistake regarding the pricing or description of the Products, we will email you to let you know this using the details you provided at Sign Up. We have the right to reject any Plan request for any reason.

5.7 If there has been an error on the website regarding the pricing of any of our Plans, we will try to contact you using the contact details you provided at Sign Up. We will give you the option to re-confirm your Plan at the correct price or to cancel your Plan. If we are unable to contact you, we will treat the Plan as cancelled, will notify you by email and where applicable will refund any payments taken.

6 YOUR RESPONSIBILITIES AND PRODUCT USE RESTRICTIONS

6.1 You acknowledge that the Products we supply under your Plan are pet healthcare products which have been tailored to your pet based on the details you provide us during Sign Up (or otherwise during the course of your Plan). The products should therefore only be used for that pet and in accordance with the instructions we provide.

6.2 It is important for you to let us know of any change in your pet’s weight or health status as this may affect what Products are suitable for your pet. If you don’t do this then the Products may be unsuitable or even dangerous to use with your pet. You therefore agree to inform us, via the My Plans page of your Account or our contact details (see ‘How to Contact Us’ above), of any change in your pet’s weight or health status. If we need to change the Products which are part of your Plan as a result of this then this may impact upon the cost of your Plan. See clause 12 ‘How You Can Change Your Plan’ below for the impact that this may have on your Plan cost and your right to cancel your Plan.

6.3 It is important that you use the Products we send you as part of your Plan in accordance with their instructions. If you do not do this then it may mean that the Products don’t work or even that they may injure or make your pet ill. If you have not therefore used these Products before and require further information on their use, please contact us via our contact details (see ‘How to Contact Us’ above).

6.4 You must use the Products only for domestic and personal use. You must not use the Products for commercial, business or resale purposes.

6.5 Where relevant under your Plan, Prescription only medicines (POM-V) will only be supplied upon receiving a written prescription from a registered veterinary surgeon. It is an offence for a person to submit a fraudulent prescription to obtain veterinary medicines and for a person to alter a prescription unless authorized to do so by the prescriber. Any suspected case of fraud or unlawful alteration will be referred to the appropriate enforcement body and will result in us ending your Plan.

7 PRICES AND PRICE INCREASES

7.1 Prices for your Plan are set out on the customer journey to purchase a Plan before you complete the process for Sign Up and are confirmed to you by email. All prices are in pounds sterling (£)(GBP) and include VAT at the applicable rate. The price for your Plan includes delivery costs unless otherwise stated. If we do introduce separate delivery charges then we will follow the same steps as for a price increase, set out in the next clause (clause 7.2).

7.2 We reserve the right to increase the cost of your Plan at any time. If we want to do this we will let you know by sending you an email at least 30 days before the price increase takes effect. You will then be able to cancel your plan. If you want to cancel your Plan you will need to let us know by contacting us (see ‘How to Contact Us’ above) at least 3 days before the date the price increase takes effect. If you don’t do this then we will charge you for the next billing period at the increased price and cancel your Plan after that.

7.3 You can cancel your Plan whether or not there is a price increase as set out in clause 13 below.

8 PAYMENT

8.1 All credit and debit card transactions are carried out via a secure external online payment system using SSL encryption and by a provider who complies with Payment Card Industry Data Security Standards compliant (PCI DSS). Processing of personal data by our payment processor is in accordance with that payment processor’s privacy policy, communicated to you by that payment processor separately when you make payment.

8.2 We may offer other payment methods from time to time.

8.3 We keep full records of payments taken and these can be viewed online via the My Plans page of your Account, or supplied separately on request.

8.4 We will take payment from your chosen payment method on or around the same date each billing period as specified in your Plan. If the payment is unsuccessful, we will try to contact you using the contact details you provided when you signed up. If we cannot take payment then we will not send Products to you.

9 PRODUCT DESCRIPTIONS

9.1 Details of the Products supplied to you under your Plan are set out on our website.

9.2 Please read the product description carefully. Any pictures and images of the Products or their packaging on our website are for illustration purposes only. Your Products and their packaging may vary slightly from those pictures or images.

9.3 We reserve the right to correct any errors which may occur in the description of the Products within a reasonable timeframe of becoming aware of any such inaccuracies.

9.4 All weights, sizes and measurements set out on our website or in your Plan communications are as accurate as possible but there may be a small tolerance in accordance with the laws applicable to the manufacture of such Products.

10 PRODUCT CHANGES

10.1 Products in your Plan are subject to availability. We cannot guarantee that any specific Products will be available at any given time.

10.2 We reserve the right to change the Products to alternative products where necessary. This might involve a change to a different brand of the equivalent product or might be a change as a result of supply shortages.

10.3 If the change in your Products involves a change to medication this will be reviewed by a Registered Qualified Person (see clause 21 below for what we mean by ‘Registered Qualified Person’).

10.4 In certain circumstances beyond our reasonable control, for example where there has been a change in law, we may need to stop selling certain Products. If this happens and it affects your Plan we will notify you by email. We may be able to change to substitute products and the provisions above in this clause will apply. If we cannot substitute products then we will have to cancel your Plan. If we need to do this we will do this as set out in clause 17 below (‘Our Right to Cancel Your Plan’). We will not charge you, or will refund you, for any Products (including any delivery costs) which we are unable to supply to you.

11 DELIVERY

11.1 Product deliveries will be made on a recurring basis in accordance with your Plan. We will dispatch your Products shortly after we take payment for the relevant billing period.

11.2 The cost of delivery for your Products is included in your Plan unless stated otherwise. If we do introduce delivery charges we will give you reasonable notice and we will remind you of your right to cancel your Plan in advance of any changes taking effect.

11.3 The delivery company used will be selected by us and confirmed to you in the email we send notifying you of the dispatch of your Products. We do not deliver to any address outside the UK.

11.4 Please allow up to 14 days for delivery following notification of dispatch.

11.5 Any delivery dates stated during Sign Up, or in your Plan subscription acknowledgment or dispatch confirmation emails, are estimates only.

11.6 We will do all that we reasonably can to deliver your Products within any communicated delivery period. If dispatch or delivery of your Products is likely to be delayed by more than 14 days from the date we take payment, we will contact you by email to let you know as soon as reasonably possible. We will offer you a refund for any Products (including any delivery costs) subject to such undue delay.

11.7 We will deliver the Products to the address specified by you at Sign Up. Delivery will be made by our third party delivery company. If no one is available to take delivery, we will follow any delivery instructions you provided to us or contact you to re-arrange delivery. If a further delivery attempt is unsuccessful or we are unable to follow your delivery instructions, we will notify you by email. We will refund you the relevant payment for the Products (including any delivery costs) if we are unable to deliver your Products.

11.8 Please examine the Products as soon as reasonably possible after delivery and notify us of any missing Products, faults or damage as soon as reasonably possible.

11.9 Once your Products have been delivered to your address or in accordance with the delivery instructions you provided to us, the risk in the Products passes to you and the goods are classed as having been ‘delivered’. This means that you are responsible for the Products and we are not liable to you if the Products are stolen or damaged after they have been delivered to you. This does not affect your legal rights if the Products are faulty or misdescribed. Ownership of the Products passes to you once you have paid for them in full.

12 HOW YOU CAN CHANGE YOUR PLAN

12.1 If you would like to make any changes to your Plan after Sign Up (for example to the number of pets covered under your Plan, to their weight or to their health status) then you can make those changes on the My Plans page of your Account at https://manypets.uk/myplans or by contacting us. Please note that where you let us know about any changes less than 3 days prior to a billing date under your Plan, the changes may not take effect until the following billing period (unless we inform you otherwise), and the charge under your Plan and the Products sent to you will remain the same until the change takes effect. You can return any unsuitable Products to us for a refund in accordance with clause 15.

12.2 You agree that any change in your pet’s weight or health status communicated to us may change the Products that are suitable for your Pet. If we need to change the Products as a result of this we will let you know this before such change takes effect. You can also end your Plan if you do not want to change to the new Products. The way to do this is set out in clause 13 (‘How to Cancel Your Plan’).

13 HOW TO CANCEL YOUR PLAN

13.1 You can cancel your Plan at any time. To cancel your Plan, please follow the steps on your My Plans page at https://manypets.uk/myplans, or contact us (see ‘How to Contact Us’ above).

13.2 Please ensure that we receive your cancellation request at least 3 days before payment is normally taken under your Plan. If you don’t do this and we receive your cancellation request within 3 days of any payment date under your Plan, the cancellation will only take effect at the next billing period. This means that we will send your Products to you and will charge you for that billing period. Your cancellation will take effect from the next billing period.

14 EFFECTS OF CANCELLING YOUR PLAN

14.1 Cancellation will take effect either at the end of your current billing period (where we receive your cancellation request at least 3 days before your billing date) or at the end of the next billing period (where we receive your cancellation request within 3 days of your billing date).

14.2 Once the cancellation takes effect (as set out in clause 14.1 above), we will take no further payments from you and will deliver no more Products to you.

14.3 If we have taken payment but not dispatched any Products and are able to cancel the relevant delivery, we will inform you of this and will process a refund of such payment no later than 14 days after the day on which you told us that you want to cancel.

15 YOUR RIGHT TO RETURN PRODUCTS WHICH ARE NOT FAULTY

Please note that this clause relates to your right to return Products which are not faulty. If you are returning them because they are faulty then clause 16 applies.

15.1 If you have already received your delivery of Products and any hygiene seals remain intact, you have the right to change your mind and to return the Products (with the effect of cancelling your Plan) within 14 days of the date you receive the Products.

15.2 Unless your Products are faulty or misdescribed, you are responsible for the cost of returning the Products to us. For information on how to return your Products to us, go to https://manypets.uk/planfaq.

15.3 To exercise your right to return Products, you need to inform us within 14 days of delivery by contacting us (see ‘How to Contact Us’ above). You should return the sealed and suitably packaged Products to us promptly by Royal Mail Recorded Delivery (or another similar service). We strongly recommend that you get proof of postage. We may withhold the refund until we have received the Products back from you or until you have provided us with evidence that you have sent the Products back (whichever is earlier).

15.4 All Products must be returned to us in a new and unused condition and in their original sealed packaging. We may refuse to refund you if the seals of any medication have been broken, or make a deduction from the refund amount if you have handled the Products in a way that has diminished their value if such handling was beyond what is necessary to establish the nature, characteristics and functioning of the Products. You are responsible for the Products while they are in your possession.

15.5 We will provide you with a full refund for Products (including any delivery costs) returned to us as soon as possible, and no later than 14 days after the day we receive the Products back from you or, if earlier, 14 days after the day you provide us with evidence that you have sent the Products back.

15.6 We will issue your refund to the same payment method you used to make the relevant payment.

15.7 Unless we inform you otherwise, if you return Products that are not faulty then we will consider this to be a request by you to cancel your Plan (see clause 14 ‘Effects of Cancelling Your Plan’ for the consequences of this).

16 FAULTY PRODUCTS

16.1 The Products that we provide to you must be as described, fit for purpose and of satisfactory quality. We are under a legal duty to supply products that are comply with our contract with you. Up to 30 days from delivery, if the Products you receive are faulty, you can get a refund. Alternatively, and at any time, if the Products you receive are faulty then you can ask for replacement Products.

16.2 This is a summary of some of your key rights. They are in addition to your cancellation rights set out in clause 15 (‘Your Right to Return Products’) above. For more detailed information on your legal rights, visit the Citizens Advice website at www.citizensadvice.org.uk or call Citizens Advice on 0808 223 1133.

16.3 If your Products are faulty, damaged beyond use or misdescribed, please contact us as soon as reasonably possible (see ‘How to Contact Us’ above).

17 OUR RIGHT TO CANCEL YOUR PLAN

17.1 We may cancel your Plan and end your contract with us at any time if:

17.1.1 you have acted in a way which means that you have breached any of these terms or you are refusing to, or do not intend to, comply with these terms;

17.1.2 we are required to cancel the Plan by law (i.e. we cannot legally provide the Products or Plan to you);

17.1.3 you are not allowed to purchase the Plan from us because you don’t meet the age requirements or are not within geographical area set out at the start of these terms; or

17.1.4 we discontinue the Plan that you signed up for.

17.2 If we cancel your Plan and end your contract with us for any of the reasons set out in clause 17.1, we will refund you any sums paid by you for Products (including any delivery costs) that we have not delivered.

17.3 If we cancel your Plan and end your contract with us, it will not affect your statutory rights and it will not affect our right to receive any money which you owed to us prior to your Plan ending.

18 EVENTS BEYOND OUR CONTROL

We are not liable to you if we do not comply with these terms because of circumstances beyond our reasonable control. We will always try to notify you where such circumstances apply.

19 OUR RESPONSIBILITY TO YOU

19.1 If we breach these terms or are negligent, we are liable to you for foreseeable loss or damage that you suffer as a result. By ‘foreseeable’ we mean that, at the time the contract was made, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).

19.2 We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, any business loss or damage, or any losses to non-consumers.

19.3 Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit. This clause 19 does not exclude or limit any rights you have in law.

20 ADVERSE REACTIONS

20.1 If your pet has suffered an adverse reaction from using a Product supplied to you by us then please report the incident to the Veterinary Medicines Directorate at https://www.vmd.defra.gov.uk/adversereactionreporting/report-type.

21 REGISTERED QUALIFIED PERSON

21.1 For all Plans, a Registered Qualified Person (RQP) will oversee all Sign Ups and Product fulfilment. Under the Veterinary Medicines Regulations (VMR) vets, pharmacists and SQPs, collectively known as RQPs, can prescribe or supply certain categories of authorised veterinary medicines that they are qualified and registered to supply.

22 NO THIRD PARTY RIGHTS

22.1 No one other than us or you has any right to enforce any of these terms.

23 TRANSFER OF RIGHTS

23.1 We may transfer our rights under these terms to another business without your consent, but we will notify you of the transfer and make sure that your rights are not adversely affected as a result.

23.2 You are not allowed to transfer your rights under these terms to anyone without us agreeing to this in advance.

24 COMPLAINTS

24.1 If you are unhappy with us or with the Products, please contact us (see ‘How to Contact Us’ above).

25 GOVERNING LAW AND JURISDICTION

25.1 The laws of England and Wales apply to these terms, although if you are resident elsewhere then you will also have rights and legal protection under the laws of that country.

25.2 Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.