terms & conditions


Thank you for choosing Parcelpet – here to make pet owners lives easier with our super simple pet food subscription service.

Below you will find our detailed Terms and Conditions.

If you are an existing customer and have any questions about your account or how your account works, you can either go to your dedicated "My Account" page or contact us using the details in the Contact Us section.

Please read these terms and conditions carefully. Once you have completed your transaction with us you have agreed to these terms and conditions.

These terms and conditions were updated on 10th August 2018.


information about us

We are Parcelpet Ltd and are registered in the UK.

We operate the website: www.parcelpet.com
Registered business address: 20 Nicholas Street, Chester, CH1 2NX
Registered company number: 09324365
UK VAT registration: 212 9804 19
Trademark registration: UK00003213617


our agreement with you

After placing an order on our website, you will receive an e-mail from us acknowledging your order. Your order is confirmation of to us to buy products and subscribe to our service.

You will receive an e-mail once your product has been dispatched.

Please see the account management section if you have not received any confirmation e-mail.

If we do not have the products you have ordered in stock, we will, in agreement with you:

  • Offer you an alternative product
  • Delay sending you the product until it is in stock
  • Cancel all or part of your order
The subscription part to our service comprises of an initial payment followed by recurring periodic payments as agreed by you. By accepting this agreement, you acknowledge that your subscription has an initial and recurring payment feature. You do not need to provide further authorisation for payment. Parcelpet will continue to offer you this service until you wish to pause or cancel.
At this time, we do not offer products outside of the UK.


account management

By transacting with us you agree that a dedicated "My Account" page is set up on your behalf so that you can make amendments to your details as required.

We will inform you of your first order and future deliveries by e-mail. Please ensure your address, contact details and leave safe information is kept up-to-date as referred to in our Terms and Conditions.

It is your responsibility to ensure your contact information is correct. If you think your contact details may be wrong, you can e-mail us on contactus@parcelpet.com.

Most changes can be made using your dedicated "My Account" page on our website using your log in details. Alternatively, you can contact us using the information provided in the Contact Us section.


cancellations

You can cancel or pause your subscription at any time before a future delivery by contacting us on 01900 292929. Cancellation requests made by e-mail cannot be actioned.

If you take a trial and wish to cancel your subscription before your trial has been delivered, we reserve the right to cancel and refund your trial order.

Your subscription must be cancelled before 18:00 the day before any future delivery. Any cancellation requests after this time will still be charged and delivered. Outside of this timescale you do not need to provide us with any notice to make changes.

If you decide to cancel your subscription, you will be able to reactivate your agreement online.

We do reserve the right not to permit re-subscription where we have previously elected to terminate a subscription.

By pausing a subscription, you are placing your future deliveries on hold. You can reactivate your subscription at any time and future deliveries will start to commence again.


trial and offers

We offer a trial of our food over a 10-day period to make sure you are happy with the service and the product.

A trial bag is limited to one per pet per household.

A “household” includes any combination of a user with a user account at parcelpet.com, a payment card, a payment card holder, a delivery address, a cardholder address, or a household, who has previously made use of our service.

Each trial taken creates one subscription i.e 2 trial bags for 2 dogs, creates 2 subscriptions.

For most customers, the amount of food you receive should last for the 10-day period. If it doesn’t and you would like to receive your first bag earlier, you can update the delivery date in the “My Account” page.

Our trial bags are purchased in conjunction with a subscription. By purchasing a trial bag, you have started your subscription service and will, after 10 days, start to receive subsequent deliveries based on the schedule we recommend.

Your first subscription delivery starts after 10 days. A payment will be taken on the 10th day and the selected product subsequently sent to you. You should receive this subsequent delivery between 24 - 48 hours after the 10th day.

Once the payment has been taken you will not be able to amend any element of your account for this delivery but any changes you wish to make will take effect on subsequent deliveries.

We may provide offers outside of the trial to new and existing customers.


payment and card security

The price payable for the products that you order are clearly set out on our website and via the check-out page. All prices are inclusive of VAT.

We take extra care to make our website safe for you to use. We use an online payment service provider who encrypts your card or bank account details in a secure manner and in line with industry standards.

Product prices are liable to change at any time, but any changes will not affect orders in respect of which we have already sent you confirmation of dispatch.

We accept MasterCard debit and credit, Visa debit and credit and American Express credit cards.


communications

When creating an account with us or communicating with us using social pages such as Facebook you are agreeing to communicate with us electronically.

When voluntarily creating a user account with us, entering your details on Facebook and / or purchasing products through us, you consent to receiving electronic communication directly from us. This communication can be directly related to your account, purchase or marketing.

You are able to opt out of marketing communication from us by e-mailing us on contactus@parcelpet.com.


passwords and security

If you use our website, you are responsible for maintaining the confidentiality of your account, password and for preventing any unauthorised person from using your account.

You agree to accept responsibility for all activities that occur under your account or password.

You should tell us immediately if you know or suspect anyone has accessed your account without your authority and/or if someone else has logged into your account and changed your password.

All passwords are encrypted and as such we have no ability access to them.


warranty

We make no warranty that the website will operate uninterrupted or error-free.

We take website security seriously, but we cannot warrant that our website and its server is free of viruses, errors, worms, Trojan Horses or any other malicious software and we will not be liable for any damage you may suffer as a result of such destructive and unintended instances.

We warrant to you that the products purchased from us conform to its description, be of satisfactory quality and be reasonably fit for purpose.


limitation of liability

You acknowledge that our feeding recommendations are intended as a guide only. It is your responsibility as a pet owner to monitor your pet's weight and condition. If you have any concerns about your pet, please consult your vet.

Please be aware that our product can be heavy and so extra care should be taken when lifting your items.

We 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.


intellectual property

We will defend the intellectual property rights in connection with our product and our website, including copyright in the content whether provided by us or by any other content provider (including copyright in: text, graphics, logos, icons, images, audio clips, digital downloads, data, and software).

You may not use our name or logos or trademarks or any other content on any website or product of yours or that of any other person without our express permission.

You may not copy, modify, publish, transmit, transfer, sell, reproduce, create derivative works from, distribute, perform, display, or in any way exploit any of the content, in whole or in part.