Terms of service
Website Terms and Conditions
Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Pets & Friend's relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our websites.
The term "Pets & Friends" or "us" or "we" refers to the owner of the website whose registered office is Kennelpak LTD, Palmer Drive, Off Bessell Lane, Stapleford, Nottingham, NG9 7BW. Our company registration number is 1129627 registered in England and Wales. The term "you" refers to the user or viewer of our website.
The use of our websites are subject to the following terms of use:
- The content of the pages of our websites are for your general information and use only. It is subject to change without notice.
- Our websites use cookies to monitor browsing preferences. If you do allow cookies to be used, the following personal information may be stored by us for use by third parties: Name, Address, Email Address and Contact Telephone Number.
- Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
- Your use of any information or materials 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 products, services, or information available through our websites meet your specific requirements.
- Our website contains materials which are owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
- All trademarks reproduced in our websites, which are not the property of, or licensed to the operator, are acknowledged on the website.
- Unauthorised use of our websites may give rise to a claim for damages and/or be a criminal offence.
- From time to time, our websites may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
- Your use of our websites and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland, and Wales.
Payment Method
Payment can be made by Visa, Visa Electron, MasterCard, Delta and Maestro debit cards, Paypal, Google Pay and Apple Pay. For all orders, UK VAT is applied at the current rate of 20.00% (where items are VATable).
Product Availability
Unfortunately, some products from time to time may be out of stock. We aim to inform you of any out of stock as soon as possible after you have placed your order. We will hold these items on a back order if you wish, but despatch the rest of your order, you will not be charged for additional deliveries due to out of stocks.
Delivery Charges & Information
Orders for Stock items for delivery in the mainland UK or the Isle of Wight are subject to our delivery charges which can be found on our delivery information page. Certain Items may be subject to an additional delivery charge, as indicated on the relevant page online or as advised by Pets & Friends when the order is placed. Mainland UK does not include Northern Ireland, The Scilly Isles, The Scottish Highlands and Islands, The Isle of Man, The Channel Islands. We currently are not able to ship to the rest of the world.
Orders for our frozen products are subject to a next day delivery charge which can be found on our delivery information page. Orders must be placed before 3pm otherwise your order will be fulfilled and dispatched the next working day. If you are unable to accept the goods and the goods are returned to our warehouse, due to the perishable nature of these products we are unable to provide a refund.
Any dates quoted by Pets & Friends for the delivery of Goods are approximate only and Pets & Friends shall not be liable for any delay in delivery beyond the reasonable control of Pets & Friends. Deliveries are made by our appointed third party couriers. Please note this does not apply to pallet deliveries when the customer will be responsible for moving and unpacking the order and disposing of the pallet. We are unable to include any special delivery instructions on orders. For your parcel to be delivered to a safe space or neighbour, the customer must update the courier via the courier’s tracking app or website. Pets & Friends are not responsible or liable for any lost parcels. All parcels are sent on a tracking service with proof of delivery. If you are not available to sign for your parcel and have requested an alternative location, you will be deemed to accept the full risks of receipt of those goods. In this instance, in the event of a dispute, proof of delivery will be constituted by proof that our van driver has acted upon those instructions. Pets & Friends shall not be liable for damage to Goods occurring after delivery to the Customer or for damage occurring during delivery to the Customer. Any discrepancies should be notified to Enquiries within 7 days of delivery, except where deliveries were made direct by suppliers when discrepancies must be notified to Pets & Friends no later than 7 days from the date of delivery.
Pets & Friends reserves the right to charge a redelivery cost when a delivery made on a day arranged with the Customer has been refused or not been possible. Where the Goods are to be delivered in instalments, each delivery shall constitute a separate contract. Failure by Pets & Friends to deliver any one or more of the instalments in accordance with these Conditions or any claim by the Customer in respect of any one or more of the instalments shall not entitle the Customer to treat the Contract as a whole as repudiated.
A copy of our delivery charges and related information can be found on our Delivery Information page.
Click & Collect
All our stores offer a 1 hour click & collect service. For full information around our click and collect service please visit https://www.petsandfriends.co.uk/pages/click-and-collect.
Your Account
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. 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.
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 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.
On the Website, we sell products for purchase only by people aged 18 or over. People aged under 18 may use the Website only with the involvement and supervision of a parent or guardian. The parent or guardian is required to accept these Terms and Conditions and place any orders for the person aged below 18. By using the Website you agree you are aged 18 or over.
Communications with Customers
As part of Pets & Friends' commitment to quality it is possible that telephone calls may be recorded for monitoring purposes. Any recordings will be used for this purpose and no other.
Live Pets Chat opening times are Monday - Friday 9am - 5pm, subject to availability. Times and availability may vary. Pets Chat is an information service, if you need in depth advice, you will be signposted to a Pet Advisor or to another appropriate service.
At the time of your 'chat' you may request a transcript of the conversation. You will be prompted at the end of the chat, simply tick the box to receive the transcript. This will then be emailed to you, using the email address you provided at the start of the chat.
Whilst we take every care to ensure that the information and advice given is accurate and complete, it should not be relied upon as a replacement for seeking advice from a qualified veterinary surgeon. Pets & Friends do not accept liability whatsoever of any kind for the information or advice given for any assumed pet care, diagnosis or treatment made from the information given.
Pets & Friends are dedicated to protecting data protection and to promote compliance with rules set forth by, among others, European Union. Any observation or breach of data protection may be reported via dpo@kennelpak.co.uk. For full details please visit our privacy policy.
Pets & Friends operates a zero-tolerance policy to the use of any verbal threats or abusive language and any example of this will result in your order being cancelled and immediate loss of your account with us.
Your details will be retained by us to prevent any future application being considered.
This applies to telephone, live chat, email, in store, social media or face-to-face communications.
Cancellations, Returns & Exchanges
While Pets & Friends is unable to offer exchanges at this time, if you are not 100% happy with your purchase our policy allows up to 30 days to return it to us for a refund. A new order may be placed at any time for the item you wish to have instead. Please let us know you wish to cancel your order within 14 days. You then have a further 14 days to return the item to us.
All goods must be returned unused, as new, in a saleable condition with the original packaging. We reserve the right to refuse a refund if the item has not been returned to us in a saleable condition. Please note that you will be responsible for the costs of returning the item.
If you are a Consumer, you have a legal right to cancel the Order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 up to fourteen (14) days after the day on which you receive the Goods. This means that, during the relevant period, if you change your mind or decide for any other reason that you do not want to receive or keep the Goods, you can notify us of your decision to cancel the Order (our details can be found on the ‘contact us’ section on the Site) and receive a refund for the price you have paid for the Goods, together with the original delivery charges (if applicable). This cancellation right does not apply in the case of non-returnable Goods as set out below.
Non-returnable Goods will not be accepted in the following circumstances:
Frozen raw products can be cancelled at any time up to 08:00am on the day prior to the day of delivery. After this cut off time we are unable to accept any cancellation of orders containing frozen products due to the perishable nature of these products. The easiest way of cancelling an order is to contact us via email at customerservices@petsandfriends.co.uk and must include the subject line ‘Frozen Order Cancellation’. We regret to advise that we are unable to accept any returns of orders or exchanges containing frozen raw products due to the perishable nature of these products.
A full copy of our cancellations, returns and exchanges policy can be found on our Returns Policy page.
This cancellation policy does not affect your legal rights, for example if goods are faulty or misdescribed.
Refund Policy
If you are not 100% happy with your purchase from Pets & Friends, you can return it to us within 30 days of your order being dispatched. All goods must be returned unused, as new, in a saleable condition with the original packaging. We reserve the right to refuse a refund if the item has not been returned to us in a saleable condition.
To return your item(s) visit our returns page for full information.
As soon as we receive the returned item we will issue a refund to the card with which you made your purchase, you will receive an email from Pets & Friends to inform you that your refund has been processed. This refund is subject to standard bank clearing times and depending on the payment method usually takes between 3 and 10 days.
Product Substitution
In the event products are out of stock Pets & Friends reserves the right to substitute equal or higher quality products and this will be notified on the documentation. Such alternative product may affect the price the customer pays. In the event the substitute is not acceptable to the Customer, Pets & Friends will accept the return and refund providing the goods are unused and in original packaging.
Product Availability
Pets & Friends cannot guarantee the availability of all products. The information provided on the website is for reference only, and is not intended to guarantee the availability of a product.
Pricing, Processing Orders & Payment
The price of any goods will be as quoted on the Website from time to time, except in cases of obvious error. 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.
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.
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.
Payment for all goods, either by credit or debit card, will be taken from your card at the time we receive your order, once we have checked your card details and stock availability. Any payment made to us will be refunded if we do not accept your order.
All prices shown on the Website are inclusive of VAT. Delivery charges are clearly highlighted throughout the Website.
All orders placed through the Website will be subject to our acceptance of the order or subscription.
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.
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, 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.
Promotions, Vouchers, Discount Codes & Competitions
From time to time, we (or selected third parties) may include competitions, promotions, vouchers or other offers on the Website, Email, Social Media or across any other Pets and Friends owned channels. Each such offer and or voucher shall be subject to its own express terms, however, each offer or promotion will be subject to availability at all times. Your statutory rights are not affected. Pets and Friends reserve the right to change these terms & conditions on reasonable notice.
Coupons, discounts and promotional discount codes (including any price match policy) offered in Pets & Friends stores are valid only for use as part of a purchase made in Pets & Friends stores, unless otherwise stated.
Customers can only use one discount code for any given transaction, and the offers associated with individual discount codes cannot be used in conjunction with each other. It is the responsibility of the customer to ensure that the discount codes are entered correctly at checkout, and that they select the most appropriate discount for their purchase; this includes but is not limited to: sale items, multibuys, subscription products and more.
Discount Codes
- Start and end dates will be stated when distributed and are only valid during this time period.
- Offers cannot be used in conjunction with any other offer or discount and are subject to availability.
- Offers cannot be used in conjunction with repeat & save subscription purchases unless otherwise stated .
- All offers have been already applied to products and are individually priced at the discounted level. Any products that has discounted prices will not be eligible for this offer.
- Offers are only open to customers based in the UK (inc. Channel Islands and Isle of Man), unless specified.
- Offers are applied to the sub-total amount unless stipulated.
- The discount code will only be applied should the minimum order threshold be met.
- Unless otherwise specified, the Offer may not be used on pre-existing orders
- The offers only apply to items sold by petsandfriends.co.uk.
- Pets & Friends reserve the right to change these terms & conditions on reasonable notice.
Eat or Return Guarantee
- Guarantee is only valid on the following brands; Collards dog food, Duchess cat food, Breederpack dog and cat food, Dylan dog food.
- Guarantee does not apply to food bags weighing 10kg and over or food tins weighing over 400g.
- Customer must transition to the food in accordance with our transitioning guidelines over a period of 7 days.
- Guarantee returns will not be accepted within a 7-day period.
- The guarantee does not cover any medically diagnosed food intolerances/allergies that may affect your pet.
- The guarantee does not cover a change in your pet’s diet such as moving from dry recipes to wet recipes or vice versa. We would always recommend feeding your pet a mixed diet to ensure they are getting all the right nutrients our foods provide.
- The guarantee only covers the first pack of pet food purchased.
- Repeat and save subscription customers are eligible to the eat or return guarantee on qualifying items in their first order only.
- To claim your return, if you purchased online, please contact us directly on customerservices@petsandfriends.co.uk stating the name, barcode, and batch number of your product. We can then advise you how to proceed. If you purchased in-store, please return the item to your local store along with your receipt.
TINY PAWS Puppy & Kitten Club
The Pets & Friends TINY PAWS Puppy & Kitten Club is a free to join membership programme. By completing the registration form online or in-store you are agreeing to Pets & Friends contacting you with relevant promotions and content. Your consent does not reduce or affect your consumer rights or supersede the published terms or Pets & Friends privacy policy. Your consent for us to contact you does include:
- Pets & Friends will contact you with exclusive member offers, discounts, promotions, and vouchers
- Pets & Friends may contact you with non-exclusive offers, discounts and promotions
At no point will your details be shared with any 3rd parties.
Please note, only one pet can be registered per household.
Upon sign up, you will receive a Welcome email that includes a unique, one-time voucher code for the welcome bundle of products that can be redeemed online only and will be delivered with your first order placed on www.petsandfriends.co.uk. Simply enter your code at the checkout to add the bundle of products to your order. If the value of the order is less than that eligible for free delivery, a delivery charge will be applied. The order will also be available for Click & Collect.
You will receive a further email within 28 days of registering for the Pets & Friends TINY PAWS Puppy & Kitten Club that will include a voucher code for £10 off your next order at www.petsandfriends.co.uk when you spend a minimum of £50. Only one voucher code can be applied per order. We reserve the right to cancel your membership/the scheme, change any offers and the service provided without any notice.
If at any point you wish to stop receiving TINY PAWS emails, please click the unsubscribe link at the bottom of any email.
TINY PAWS Puppy & Kitten Club is a loyalty programme. If you need in depth advice, you should seek advice from an appropriate service. We can assist with that through our Pets Chat live chat service or via emailing us.
Whilst we take every care to ensure that the information and advice given is accurate and complete, it should not be relied upon as a replacement for seeking advice from a qualified veterinary surgeon. Pets & Friends do not accept liability whatsoever of any kind for the information or advice given for any assumed pet care, diagnosis or treatment made from the information given.
Pets & Friends are dedicated to data protection and to promote compliance with rules set forth by, among others, European Union and UK Government. Any observation or breach of data protection may be reported via dpo@kennelpak.co.uk. For full details please visit our privacy policy.
Tiny Paws Welcome Bundle terms & products
New TINY PAWS members will receive a free welcome bundle worth over £25*, delivered across two separate emails. The first email will include a discount code that can be redeemed against the full value of either our puppy or kitten welcome bundle. The second email will be sent within 28 days and include a “£15 off when you spend £50” voucher for use on our website. *Please note, only 1 welcome bundle per household is permitted. Pets and Friends have the right to cancel additional welcome bundles applied to orders.
The unique code for a free welcome bundle can only be used to redeem one bundle and cannot be used in conjunction with any other promotion, discount, voucher, or offer. Products within the bundle are subject to change and cannot be exchanged. No cash alternative applies. We reserve the right to substitute products within the bundle for comparable products of an equal or greater value should any items be out of stock.
Tiny Paws Birthday Bundle terms & products
TINY PAWS members with valid email addresses who remain opted in to receive marketing emails when their TINY PAWS registered pet is approaching its first birthday will receive a code to claim a free birthday bundle. An email will be sent that will include a discount code that can be redeemed against the full value of either a TINY PAWS puppy or kitten birthday bundle, dependent on what pet type has been registered. Pets and Friends are not responsible if customers fail to receive the birthday email for any reason.
The unique code for a free birthday bundle can only be used to redeem one bundle per household and cannot be used in conjunction with any other promotion, discount, voucher, or offer. Pets and Friends have the right to cancel additional birthday bundles applied to orders. Products within the bundle are subject to change and cannot be exchanged. No cash alternative applies. We reserve the right to substitute products within the bundle for comparable products of equal or greater value should any items be out of stock.
Repeat and Save Terms and Conditions
Repeat & Save Subscription Service
Repeat & Save applies to selected products sold by Pets & Friends as indicated on the Website. The Products available under Repeat & Save at any given time may change without notice. You should check the Website for details of Products available for purchase through Repeat & Save.
By subscribing to Repeat & Save, you are entitled to a discount off the then-current purchase price of the product for regularly scheduled deliveries of Product. This discount is subscription specific and a one off discount of 25% when you spend £25 or more and can be applied for your first subscription by entering SAVESUBS25 at checkout*. 5% off the product price will then be automatically applied for all recurring subscription deliveries. Pets and Friends may periodically offer subscription discounts and the applicable discount maybe updated by us at any time without notice.
Repeat & Save Subscriptions are available to UK residents aged 18 and over only.
To sign up to repeat and save subscription service, you need an account to register for and purchase items through repeat & save account. You can register for an account with us here. Alternatively, you will be able to manage your subscription account by clicking on ‘Manage Subscriptions’ in your Subscription activation email.
Cancellation or Modification of your Repeat & Save order
Once you have applied for the Repeat & Save Subscription Service or placed an order for the Repeat & Save Products, your subscription will continue for the minimum delivery term of 3 orders regardless of delivery frequency. For example, if your delivery terms are 4 weeks, you will receive a delivery at 4, 8 weeks and again at 12 weeks before you can cancel your subscription contract. Should you wish to modify or cancel your subscription, this can be done 24 hours before your subscription is processed to avoid disappointment. Any modifications within 24 hours of your repeat subscription cannot be processed.
The minimum subscription term applies to all subscriptions, and still applies if any changes are made to your subscription at any time. unless or until it is cancelled or modified by either of us in accordance with these Additional Terms.
You may modify your Repeat & Save subscription at any time by logging into your Pets & Friends customer account with your username and password. From your account you can click on ‘manage my subscriptions’. You may cancel your Repeat & Save subscription at any time after the minimum of 3 orders term. Cancellation or modification will not affect Product orders for which you have already received a Dispatch Confirmation.
If you cancel your Repeat & Save subscription, you will only be charged for the Product orders dispatched to you and no further orders or Instalments for that Product will be dispatched by us.
We retain the right to cancel your Repeat & Save subscription at any time. If your Repeat & Save subscription is cancelled, you will be notified and you will only be charged for Product orders for which you have already received a Dispatch Confirmation.
Following any cancellation, if you reactivate your Repeat & Save subscription, the discount applicable to your reactivated Repeat & Save product may not be the same discount that was in effect prior to cancellation. The new discount will be applied to your future orders of Product. You can reactivate your subscription at any point by logging into your Pets & Friends account on the website and clicking on ‘manage my subscriptions’ within your account.
If any problem arises with your delivery address opted payment method, which we are unable to address, we will notify you via e-mail using the e-mail address associated with your Repeat & Save subscription and any Instalment or Repeat & Save subscription will be automatically placed on hold. No additional Product orders will be processed or dispatched until the problem is resolved.
Product Availability & Discontinued Products
If any Product is not available either generally or due to it having been discontinued or removed as an Repeat & Save product, we reserve the right to amend your Repeat & Save order to include a suitable replacement (including alternative bag sizes). You will be notified of any change. If you do not wish to accept this replacement or continue with your Instalment or your Subscription, you may amend your Instalment or Repeat & Save order or cancel your Repeat & Save subscription in accordance with these Additional Terms.
Please contact us if you are not happy with the substitute Repeat & Save Product you receive.
In the event the Repeat & Save Product you have ordered is out of stock or discontinued, our Customer Services team will contact you to discuss your options.
Delivery
You may choose and amend your chosen delivery schedule at any time by editing the frequency option. Simply log into your Pets & Friends account on the website and clicking on ‘manage my subscriptions’. You can then change your delivery frequency of your subscription, skip a delivery or even add a one off ‘extra’ product to your delivery.
Delivery will be charged, as per at the time of activating your subscription. For further details about our delivery charges please see the Delivery section of the Website.
If you change your address, you must update your address details in the Repeat Subscription area of your website account to ensure the Instalment is sent to the correct address. To do this, logging into your Pets & Friends account on the website and clicking on ‘manage my subscriptions’ within your account. We do not accept liability for any failure of Product to be delivered to you in circumstances where you have provided incorrect delivery address details or failed to update your delivery address details.
Please report any lost products by contacting us within 7 days of expected delivery.
Price, Payment and Application of Discounts
For each Instalment, you will be charged the current list price (including VAT where applicable) of each Product on the day your order is processed, as detailed in the Order Confirmation, less the applicable discount to be applied to that Repeat & Save Product.
The Product discount you receive will be the discount applicable to the Product at the time your order is processed, as detailed in the Order Confirmation. Temporary discounts and time limited or special offers only apply to Product orders placed while that discount or offer is available. Please note that Repeat & Save cannot be provided in conjunction with any other offer. Offers available at the time of delivery such as ‘buy one, get one free’ and ‘3 for 2’ are not applicable to Repeat & Save.
By subscribing to the Repeat & Save Subscription Service, you agree that we will charge you for all Instalments of your Repeat & Save subscription until cancelled.
The price of each Repeat & Save Product order will be charged to the payment method used to create your Repeat & Save order. If we are unable to complete your Product order using the payment method you used to create your Repeat & Save order or otherwise indicated by you, you authorise us to update your Repeat & Save order with another payment method we have on record for you and to charge that payment method for your product order. If we do not have another payment method on record for you or are unable to charge any payment method we have on record for you for your Repeat & Save orders, your Repeat & Save subscription will be cancelled.
We will take payment for the first Instalment of your chosen Repeat & Save Product when you first subscribe to Repeat & Save. Subsequent payments will be deducted from your chosen payment method on issue of an Order Confirmation Email to you.
If your Repeat & Save subscription is cancelled for any reason you shall be liable to pay us for all Instalments of product subject to an Order Confirmation. If the cancellation of your Repeat & Save subscription occurs before issue by us of an Order Confirmation, you will not be charged for that Instalment. You must pay all charges until your Repeat & Save subscription 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.
Data Protection & Confidentiality
- In the Agreement, the terms Controller, Processor, Data Subject, Personal Data, Special Categories of Personal Data, Processing, Data Protection Impact Assessment and Personal Data Breach shall be as defined in the General Data Protection Regulation EU 2016/679 ("GDPR") and "Data" shall mean the Personal Data and Special Categories of Personal Data provided to Pets & Friends by the Customer in connection with the Agreement. "Data Protection Legislation" means the GDPR and any national implementing laws, regulations and secondary legislation, as amended, revised, re-enacted, consolidated or updated from time to time.
- The Customer acknowledges that it is a Controller and that Pets & Friends is a Processor.
- Both parties will comply with all applicable requirements of the Data Protection Legislation. This clause is in addition to, and does not relieve, remove or replace, a Party’s obligations under the Data Protection Legislation.
- Pets & Friends shall:
- ensure that its employees shall, Process the Data only on the Customer’s instructions as set out or referred to in the Agreement to provide the Services;
- provide appropriate technical and organisational measures:
- to ensure the protection of the rights of the Data Subjects; and
- to ensure an appropriate level of security, assessing, in particular, the risks that are presented by Processing, to protect the Data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, Data transmitted, stored or otherwise processed.
- take all reasonable steps to ensure the reliability of any of its staff who have access to and/or process Data in connection with the Services, including duties of confidentiality under any employment contracts;
- assist the Customer, at the Customer’s cost, in responding to any request from a Data Subject and in ensuring compliance with applicable obligations under the Data Protection Legislation with respect to security of Processing, Personal Data Breach notifications and communications, Data Protection Impact Assessments and consultations with supervisory authorities or regulators;
- notify the Customer without undue delay after becoming aware of a Personal Data Breach;
- notify the Customer immediately if it considers that any of its instructions infringe the Data Protection Legislation;
- at the Customer’s written direction, delete or return the Data to the Customer after the end of the provision of the Services relating to Processing, except that:
- Pets & Friends may keep any Data, if required by any applicable laws to store the Personal Data; and
- Pets & Friends may keep Data stored in any system back-ups; and
- maintain complete and accurate records and information to demonstrate its compliance with this clause and provide access to the same for the purpose of a customer conducted audit. Any audits must be no more than once in a twelve (12) month period and must be on not less than thirty (30) days’ notice.
- The parties also acknowledge that Pets & Friends may also use services and/or products from other third parties in order to provide the Services under the Agreement and that, in doing so, Pets & Friends may transfer Data to such third parties. This may include (by way of example only) third parties that provide online storage and other facilities. The Customer consents to the appointment by Pets & Friends of sub-processors provided that:
- Pets & Friends notifies the Customer in writing of each sub-processor prior to the Processing of any Data by the relevant sub-processor and shall notify the Customer in writing of any change in the identity of the sub-processor from time to time; and
- Pets & Friends shall put in place with any sub-processor, written contractual obligations which are at least equivalent to the obligations imposed on Pets & Friends pursuant to this clause.
- If Pets & Friends becomes aware of its sub-processor (including Kennelpak Ltd entities) ("Recipient") wishing to transfer Data outside the European Economic Area to countries which have not been approved by the European Commission as having adequate protections in place for the purpose of the transfer of personal data pursuant to the Data Protection Legislation, Pets & Friends shall require that the Recipient enters into an agreement incorporating the standard contractual clauses approved by the European Commission for transfers of personal data to processors outside of the European Economic Area where Pets & Friends would sign as data exporter on behalf of the Customer and the Recipient will sign as data importer and this agreement shall include security obligations on the Recipient which are no less onerous than those contained in this Agreement.
- Either Party may, at any time on not less than 30 days’ notice, revise the above clause 6 by replacing it with any applicable controller to processor standard clauses or similar terms forming Party of an applicable certification scheme.
- Subject to clauses 9 – 11, Pets & Friends shall remain fully liable to the Customer for the performance of any sub-processor appointed by it pursuant to clause 5.
- The Customer agrees to comply with its obligations under Data Protection Legislation and warrants that it has all necessary consents and notices in place in relation to its collection, processing and provision of Data, to enable the lawful transfer of the Data to Pets & Friends in connection with, and for the duration of, the Services provided under the Agreement.
- The Customer shall indemnify and hold harmless Pets & Friends against all costs, claims, losses, damages and expenses (including legal expenses) arising out of, or in connection with, any breach of this clause by the Customer and/or its employees, agents and/or sub-contractors.
- The Customer acknowledges that Pets & Friends is reliant on the Customer for direction as to the extent to which Pets & Friends is entitled to use and process the Data. Consequently, Pets & Friends will not be liable for any claim brought by the Customer or any Data Subject arising from any action or omission by Pets & Friends to the extent that such action or omission resulted from the Customer’s instructions.
- Pets & Friends may also use the Customer’s data in accordance with its Privacy Policy which can be found at https://www.petsandfriends.co.uk/pages/privacy.
Complaints Statement & Procedure
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 emailing us or phoning us on 0115 9399077.
If you would prefer, you can instead get in touch by sending a letter to:
Pets & Friends Customer Service Team
Website Marketing
Palmer Drive
Stapleford
Nottingham
NG9 7BW
Please include your full contact details, including name, postal address, email address, at least one telephone number, along with your order 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 14 working days, although some cases may take a little longer. If this is the case, we will do our best to let you know.
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.