Terms & Conditions

Please read below the Terms & Conditions of our Website, followed by the Terms & Conditions of our Services.

TERMS AND CONDITIONS - WEBSITE

1. ABOUT US

1.1   This website (www.thepetpartnership.com) and all ‘The Pet Partnership’ Limited branded literature is owned and operated by:
The Pet Partnership Limited
49 Sandles Road
Droitwich Spa
Worcestershire
WR9 8RA
Registered in England: 10383950
E-mail: contact@thepetpartnership.com
Telephone: 07903 722568
1.2   If you need to contact us, please use the above information.
1.3   If you are experiencing difficulties in using this website, please contact us using the above information.

2. USING OUR WEBSITE

2.1   Your use of this website to purchase goods is governed by these Terms and Conditions, the Privacy Policy and the Cookie Policy. Please read these policies carefully before using our site or placing any order. Placing an order indicates that you agree with all of our Terms and Conditions and policies.
2.2   The Pet Partnership Limited reserves the right at any time to modify, alter, amend or update these Terms and Conditions and policies, and you agree to be bound by such modifications, alterations, amendments or updates.
2.3   Our goods are intended to be bought and sold within the UK only (England, Wales, Scotland and N. Ireland). You may not place an order on this website if you are under 18 years of age.
2.4   The terms ‘The Pet Partnership’ or ‘www.thepetpartnership.com’ or ‘The Pet Partnership Limited’ or ‘us’ or ‘we’ refers to the owner of this website. The term ‘you’ refers to the user or viewer of this website.
2.5   We can only conclude the contract with you in English and not in any other language.
2.6   Our products include a clear description and, where applicable, additional information, care instructions and sizes to help you select the right product. If you are unsure, please e-mail us at contact@thepetpartnership.com before placing an order.

3. PRICES

3.1   The prices displayed on our website include VAT, where appropriate. Our delivery charges are set out on the ‘Checkout’ page.
3.2   The Pet Partnership Limited reserves the right to change prices at any time without prior notice.

4. PLACING AN ORDER AND ENTERING A CONTRACTUAL AGREEMENT

4.1   Refer to the product description and additional information to assist you when selecting a product. Before placing an order you will need to check you have the correct size, colour and full information from the product description. If you are unsure, please e-mail us at contact@thepetpartnership.com before placing an order.
4.2   When you proceed to ‘Checkout’ you will be transferred to a secure payment site. The Pet Partnership Limited use Worldpay who provide a secure online payment method and accept debit and credit card payments. Only GBP (£) can be accepted as payment.
4.3   You will receive an e-mail confirming the payment transaction shortly after payment has been authorised.
4.4   We work with a number of different suppliers and some of our luxury goods are hand-made to order. We have been as specific as possible with our delivery timescales. However if your order is going to go outside of that timescale, you will be notified within 5 workings days.
4.5   If you would like to order goods from us but do not want to enter your payment card details on the website please complete the ‘Contact Us’ form. We will contact you to pay via BACS (Bank Transfer) over the phone.
4.6   When purchasing a Red Dingo pet tag, we will need to capture the information you would like engraved. You will be asked to provide this information before you add it to your basket.
4.7   You will be notified immediately whether your payment has been accepted, or not, by email from Worldpay. This notification relates to your payment and does not indicate the acceptance of your order.
4.8   Acceptance of your order will be notified to you by e-mail from The Pet Partnership Limited. Only if and when you receive our acceptance will we have a binding contract between us.
4.9   Once we have entered into a contract, we will supply you with the items specified in your order, in accordance with the terms of the contract.
4.10   Under no circumstances are we contractually bound to supply you with goods based on incorrect information.

5. OTHER GENERAL TERMS

5.1   All orders are subject to acceptance and availability of the goods ordered. The Pet Partnership Limited is entitled to refuse any order placed by you for any reason.
5.2   We are entitled to refuse to accept your order if in our sole discretion we consider it necessary. In particular we must receive payment for the whole value of the order before your order is accepted.

6. CANCELLATION POLICY

6.1   You have 14 calendar days from the day after you receive all goods in an order to cancel.
6.2   To cancel your contract you must notify us in writing by post or e-mail.
6.3   If you have received the goods, and then you choose to cancel within 14 days, you then have a further 14 days to return those goods to our registered address in reasonable condition. If the goods are damaged, we reserve the right to take the relevant costs from your refund.
6.4   You will be expected to pay for the costs to return cancelled items.
6.5   Within 14 days from receiving the complete cancelled order, we will process a refund. The cost of the initial delivery charge will be refunded, appropriate to the items returned, using the least expensive delivery cost.
6.6   In the situation whereby you cancel an order, and the goods have been despatched but not received, upon receipt of those goods you must return them unopened and in the original packaging.
6.7   We may choose to cancel the contract between us in the event:
• the products you have ordered are not available for any reason
• one, or more, of the goods you ordered was listed at an incorrect price due to a typographical error, or, an error in the pricing information received by us from our suppliers
• we do not deliver to your area
If we do cancel your contract we will notify you by e-mail and will credit to your account any sum deducted by us, from your credit or debit card, as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

7. FAULTY GOODS

7.1   If the goods you received are faulty or not what you ordered, a replacement or full refund will be issued, provided the goods are returned within 30 days. Please return the goods via Royal Mail, using second class post, to include a signature on delivery.
7.2    As all goods are inspected prior to dispatch, items found to be damaged or faulty after 30 days but within 6 months from the date of receipt, should be returned by you for examination by us. The Pet Partnership Limited will not be held liable for goods misused, not cared for in line with the Care Instructions or through wear and tear.  After examination, should the product be found to be faulty, the Pet Partnership Limited would seek to exchange or repair.
7.3   The Pet Partnership Limited will not be held liable for any products after 6 months from the date of receipt of goods.

8. RETURNS AND REFUND POLICY

8.1   Refunds will be processed back to the account where the original payment came from.
8.2   Unless faulty we are unable to offer a refund on personalised, custom made or made to measure goods made to your specification (such as a pet ID tag).
8.3   You will receive a full refund or exchange, on any product found to be faulty, including delivery costs.
8.4   For non-faulty products, providing the terms of our Cancellation Policy have been followed, a refund or exchange will be made in line with 6.5 of our Cancellation Policy.
8.5    In the case of faulty goods, or a cancellation, we will endeavour to complete a refund within 14 days of receiving the goods.
8.6    Items will not be replaced or refunded in the event that goods are returned incomplete i.e. parts missing etc.

9. POSTAGE AND DELIVERY

9.1   We will deliver the goods ordered by you to the address given to us for delivery at the time you make your order. Please contact us by telephone if you wish to change your delivery address. If the order has not been dispatched it may be possible to change the address.
9.2   Delivery charges will be displayed on the ‘Checkout’ page of your order.
9.3   Orders will be dispatched using Royal Mail, a preferred courier service, or a supplier of The Pet Partnership Limited. Please note goods will not be dispatched on weekends, bank holidays, or any other public holiday.
9.4   We work with a number of different suppliers and some of our goods are luxury handmade to order, so, we have been as specific as possible with our delivery timescales. If, however, anything you order is going to go outside of that timescale, you will be notified within 5 workings days. All of our delivery options are detailed on the ‘Checkout’ section.
9.5   The Pet Partnership Limited has a relationship with a number of different suppliers and manufacturers. If you order a number of different products they may be delivered in one complete order or arrive separately.
9.6   Any time or date stated for delivery is an estimate only. We make every effort to dispatch goods on time, but do not accept liability for failure to deliver within the stated time.
9.7   Items above the value of £20 will require a signature on arrival, therefore, when ordering you must state a delivery address where someone will be present. In the event no one is available to sign for the goods, the carrier will leave notification of their delivery attempt with the necessary redelivery information.
9.8   On delivery all items should be inspected for damage or missing items, and, if found to be the case notify us within 2 working days. Once reported to us, we will contact you to arrange the return of damaged items and arrange for its replacement. We will approach the postal service involved regarding any damaged goods. Please note if you do receive damaged goods, you will be asked to provide any paperwork received with your goods to us, so an insurance claim can be made.
9.9    You will become the owner of the goods you have ordered when they have been delivered to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.

10. INTELLECTUAL PROPERTY RIGHTS

10.1   The Pet Partnership Limited reserves all intellectual property rights contained in The Pet Partnership Limited website.
10.2   You must not reproduce or use any of The Pet Partnership Limited website design, graphics, pictures, images, content or text whether it is owned by The Pet Partnership Limited or licensed by a third party to The Pet Partnership Limited for their use.
10.3   You are only permitted to download or print pages from The Pet Partnership Limited website for personal use.

11. FORCE MAJEURE

11.1   The Pet Partnership Limited will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside of our reasonable control (‘Force Majeure Event’).
11.2   A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:
• Strikes, Lock-outs or other industrial action.
• Civil commotion, riot, invasion, terrorist attack or threat or terrorist attack, war (whether declared or not) or threat or preparation for war.
• Fire, explosion, inclement weather, including storms, flood, earthquake, subsidence, epidemic or other natural disasters.
• Inability of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
• Impossibility of the use of public or private telecommunications net works or systems affected as a result of computer hacking or virus.
• The acts, decrees, legislation, regulations or restrictions of any Government.
11.3   Our performance under any Contract between us is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will endeavour to bring the Force Majeure Event to a close or to find a solution by which our obligations under any Contract between us maybe performed despite Force Majeure Event.

12. LIABILITY

12.1   If the goods we deliver are not what you ordered, are damaged or defective, or of an incorrect quantity, we will have no liability to you unless you follow the correct process laid down in our Terms and Conditions, specifically the Cancellation, Faulty Goods and Return sections.
12.2   If you do not receive your order within the expected delivery time frame and haven’t received any notification from us about a delay, we will have no liability to you unless you notify us in writing via email within 5 working days.
12.3   The Pet Partnership Limited would always advise their customers that pets should be under constant supervision whilst using or wearing any products.  The Pet Partnership Limited will not be held liable for any accident or injury caused to pets as a result of misuse or unsupervised use.
12.4   We accept no responsibility or liability for loss arising from any failure in Worldpay’s online payment system.

13. GOVERNING LAW

13.1   Each and every transaction carried out is deemed to be completed within the United Kingdom and therefore shall be governed by and interpreted in accordance with English Law. The terms of this charter (and any dispute, controversy, proceedings or claims of whatever nature in relation to them) shall be governed and interpreted in accordance with English Law and the English Courts shall have exclusive jurisdiction.

TERMS AND CONDITIONS - SERVICES

1. ABOUT US

1.1   The website (www.thepetpartnership.com) and all ‘The Pet Partnership’ Limited branded literature is owned and operated by:
The Pet Partnership Limited
49 Sandles Road
Droitwich Spa
Worcestershire
WR9 8RA
Registered in England: 10383950
E-mail: contact@thepetpartnership.com
Telephone: 07903 722568
1.2   If you need to contact us, please use the above information.

2. USING OUR SERVICES

2.1   Your use of our website, literature and services is governed by these Terms and Conditions, the Privacy Policy and the Cookie Policy. Please read these policies carefully before using our site or our services. Using our services indicates that you agree with all of our Terms and Conditions and policies.
2.2   The Pet Partnership Limited reserves the right at any time to modify, alter, amend or update these Terms and Conditions and policies, and you agree to be bound by such modifications, alterations, amendments or updates.
2.3   The terms ‘The Pet Partnership’ or ‘www.thepetpartnership.com’ or ‘The Pet Partnership Limited’ or ‘us’ or ‘we’ refers to the owner of this website and literature. The term ‘you’ refers to the user or viewer of this website and / or our services.
2.4   We can only conclude the contract with you in English and not in any other language.

3. PRICES

3.1   As our services are tailored specifically to meet individual requirements the prices displayed on our website are approximate.
3.2   The Pet Partnership Limited reserves the right to change prices at any time without prior notice.

4. BOOKING A SERVICE

4.1   To book any of our services (excluding the Pet Ambulance Service), you can contact us via the ‘Contact Us’ page on our website, by email: contact@thepetpartnership.com or by telephone on 07903 722568. When you contact us, we will discuss in detail your specific requirements and how we can adapt our services to meet your needs.  Some of our services may require a face to face meeting.
4.2   To use our Pet Ambulance Service contact us on 07903 722568. As this is likely to be an emergency situation, requiring immediate attention, payment will be taken at this point, and prior to an ambulance being dispatched.
4.3   Under no circumstances will we be contractually bound to supply you with services on the basis of any incorrect information.

5. OTHER GENERAL TERMS

5.1   All services are subject to acceptance and availability of resource to deliver. The Pet Partnership Limited is entitled to refuse any service to you for any reason.

6. BUSINESS HOURS

6.1   The Pet Partnership Limited advertise the Pet Ambulance as ‘out of hours’ cover – this is defined as Monday to Friday 7pm to 8.30am, all weekend and Bank Holidays.  This is subject to availability.
6.2   Whilst The Pet Partnership Limited may agree drop off/pick up times, with some services these are approximate, we cannot guarantee them.  A 3-hour window is acceptable.

7. EMERGENCIES

7.1   In an emergency, where the pet is in the care of The Pet Partnership Limited, the Customer agrees to authorise The Pet Partnership Limited to handle any emergency that may arise and act in the best interest of the pet.  The Pet Partnership Limited will make every effort to keep the Customer informed of any decisions required. The cost of Emergency Care is £40 per hour.
7.2   The Pet Partnership Limited requires you to have a responsible party to take care of your pet(s) in the event of unforeseen circumstances such as illness and in the event of inclement weather or a natural disaster.  It is best your emergency contact is a neighbour so they can reach your home.  The Pet Partnership Limited is not responsible for pets in these circumstances.
7.3   The Customer understands and agrees that The Pet Partnership Limited assumes no responsibility for the loss of a pet or any medical conditions and is released from all liability related to transportation, expense, and treatment.

8. PAYMENT ARRANGEMENTS

8.1   Payment is expected before services are rendered, unless agreed otherwise.
8.2   Payments can be made via cash or bank transfer only. Bank details are;
Sort Code:     40-19-27
Account No:  31516248
Reference:     Your Name
8.3   For Pet Ambulance and Emergency situations, the hourly rate starts from the time The Pet Partnership Limited start preparations for a job, and finishes when they return to their base or next job, whichever is the soonest.
8.4   For Pet Ambulance and Emergency situations, the mileage starts from where The Pet Partnership Limited are at the time of the call, and finishes when they return to their base or next job, whichever is the closest.
8.5   The same hourly rate will be charged for time spent on telephone calls between The Pet Partnership Limited and the Customer or Veterinary Practices/Centre’s and any other calls needed to be made in conjunction with the job.
8.6   In the event of unforeseen visits or costs (such as food, supplies, or vet fees), payment is expected within 5 days of the completion of services or a late charge of £10 will be applied.
8.7   Prices will be reviewed annually and amended, if necessary, on the 1st April each year.

9. CANCELLATION OF SERVICES

9.1   If transport is arranged for a particular date/time, but either prior to that date/time, or on arrival, is not deemed necessary or you have made other arrangements, the price quoted will still be charged.
9.2   For our Dog Walking or Pet Sitting services, if cancellation of a scheduled visit is received from you 5pm the day before the visit, no charge will be made. Cancellations received after 5pm the previous day, or on the day itself, will be charged as normal.
9.3   In the event you stop using our Dog Walking or Pet Sitting services and we hold a key to your property, the key will be returned to you after all outstanding payments have been received.
9.4   If you have booked a place on our Pet First Aid Training course and cancel your attendance with less than 14 days’ notice, you will still be charged the full amount; this is due to us not being given reasonable time to find a replacement to attend in your place.
9.5   Cancellation of our Pet Bereavement Service can be made at any point. You will be charged for any and all costs incurred by The Pet Partnership Limited, including hourly rate and mileage, prior to the point of cancellation.
9.6   Cancellation of our Pet Food Supply & Delivery Service can be made at any point. You will be charged for all supplies delivered to you up to the point of cancellation.  If you have made a request for The Pet Partnership Limited to hold stock of a specific item, and subsequently cancel, you agree to take delivery of that stock and pay the appropriate price.
9.7   The Pet Partnership Limited reserves the right to deny service or terminate service because of safety concerns, financial concerns, or inappropriate or uncomfortable situations.

10. LIABILITY

10.1   The Pet Partnership Limited and its employees agree to provide services stated in this Contract in a reliable and trustworthy manner.  In consideration of these services, and as an express condition thereof, the Customer expressly waives any and all claims against The Pet Partnership Limited or its employees, unless arising from gross negligence on the part of The Pet Partnership Limited.  The Customer agrees to notify The Pet Partnership Limited of any concerns within 24 hours of returning home to or with their pet.
10.2   The Pet Partnership Limited cannot be responsible for pets that bite, suffer an accidental death, or escape from family fencing or from inside the home due to faulty screens, doors etc.
10.3   The Pet Partnership Limited cannot be responsible for any complications pets may suffer or actions of pets while they are unattended.
10.4   The Pet Partnership Limited or its employees shall not be held responsible for the loss, injury, death, or actions of any pet that the Customer has let outside or has instructed The Pet Partnership Limited to allow outside while sitter is not there.  This includes pets with doggie doors, cat flaps and outdoor pets.
10.5   The Customer understands that all pets (where appropriate) must be registered with a veterinarian and must be up-to-date on the rabies vaccination.  The Customer agrees to reimburse The Pet Partnership Limited for all costs (including, but not limited to, medical care and lost wages) associated with contracting any ailments while exposed to their pet(s).
10.6   All pets must wear their collars with fresh batteries where electronic fences are used.  The Pet Partnership Limited is not responsible for any animals that get out or inside of perimeter.
10.7   The Pet Partnership Limited reserves the right not to sit for acutely ill animals and will not provide any services for any animals with uncontrolled medical conditions.
10.8   The Pet Partnership Limited does not accept aggressive animals.  The Customer agrees to be responsible for all costs (including, but not limited to, medical care, attorney/solicitor fees, etc.) if the Customer’s pet should bite another person or animal.
10.9   The Pet Partnership Limited reserves the right not to walk unruly or untrained dogs or dogs that choke themselves on their lead.
10.10   The Pet Partnership Limited will walk dogs on a lead.  If, after a period of time, the Customer wants their dog walked off the lead, the Customer accepts full responsibility if the dog runs away or gets lost.
10.11   The Pet Partnership Limited does not diagnose, make prognoses, or make therapy decisions, nor does it offer veterinary services.  Any veterinary/medical concerns will be referred to a veterinarian.
10.12   If the Customer agrees for The Pet Partnership Limited to carry out any duties, in their capacity as First Aid Trained Instructors, this is done solely at the Customers own risk. This includes administering any veterinarian prescribed drugs.
10.13   It is the Customers responsibility to ensure their property, contents and animals are adequately insured.
10.14   Please inform The Pet Partnership Limited, on any visit, of anyone else who may have access to your home while you are not at your property.  This includes cleaning services, maintenance / gardening people, neighbours, friends and family.
10.15   The Customer authorises The Pet Partnership Limited to obtain the services of a locksmith should a key / garage opener malfunction.  The Customer is responsible for all costs.
10.16   The Customer is responsible for making arrangements for snow removal.  Visits may not be made in snow covered driveways and/or walkways because of safety concerns.
10.17   On occasions The Pet Partnership Limited may have a family member, a trainee, or member of staff carry out the agreed services – they will all have had the appropriate training.
10.18   Job sharing is not covered under our insurance.  We cannot be responsible for your pet or home if another service provider enters your property while we are not there.
10.19   The Pet Partnership Limited reserves the right to take annual leave and will do this with full consideration to their Customers, where possible.  You will be given 4 weeks’ notice for a leave period of 1 week or above, and 2 weeks’ notice for less than a week.
10.20    Should you use the ‘Emergency Key’ service, you agree to pay The Pet Partnership Limited the appropriate rate within 3 days of the service being used.
10.21   The Pet Partnership Limited and its employees agree to provide a Transport Service in a reliable and trustworthy manner.  In consideration of these services and as an express condition thereof, the Customer expressly waives any and all claims against The Pet Partnership Limited or its employees, unless arising from gross negligence on the part of The Pet Partnership Limited.  The Customer agrees to notify The Pet Partnership Limited of any concerns within 24 hours of returning home to or with their pet.
10.22   If you are in need of Pet Transportation/Ambulance, your normal veterinarian must have been contacted prior to The Pet Partnership Limited being contacted and all information and advice relayed on.

11. FORCE MAJEURE

11.1   The Pet Partnership Limited will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside of our reasonable control (‘Force Majeure Event’).
11.2   A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:
• Strikes, Lock-outs or other industrial action.
• Civil commotion, riot, invasion, terrorist attack or threat or terrorist attack, war (whether declared or not) or threat or preparation for war.
• Fire, explosion, inclement weather, including storms, flood, earthquake, subsidence, epidemic or other natural disasters.
• Inability of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
• Impossibility of the use of public or private telecommunications net works or systems affected as a result of computer hacking or virus.
• The acts, decrees, legislation, regulations or restrictions of any Government.
11.3   Our performance under any Contract between us is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will endeavour to bring the Force Majeure Event to a close or to find a solution by which our obligations under any Contract between us maybe performed despite Force Majeure Event.

12. INTELLECTUAL PROPERTY RIGHTS

12.1   The Pet Partnership Limited reserves all intellectual property rights contained in The Pet Partnership Limited website and all printed materials such as leaflets, business cards, compliment slips and headed paper.
12.2   You must not reproduce or use any of The Pet Partnership Limited website or printed material design, graphics, pictures, images, content or text whether it is owned by The Pet Partnership Limited or licensed by a third party to The Pet Partnership Limited for their use.
12.3   You are only permitted to download, print or copy pages from The Pet Partnership Limited website or printed material for your own personal use.

These Terms and Conditions were last updated 21.6.19