Terms & Conditions


By signing up for the Subscription Services on our website, you enter a legally binding agreement with us on the following terms. ‘We’, ‘us’ or ‘our’ means Premier Vet Alliance Limited, we work in affiliation with Love My Pet Club to provide the Subscription Services to you.

Please read the following important terms and conditions before you use our website and/or purchase flea subscription services from us. Please check that they contain everything which you want and nothing that you are not willing to agree to.

In particular, please read section 3 of this contract: "Important obligations you must follow" and the limits of our liability to you in section 12 of this contract.

This contract sets out:

  • your legal rights and responsibilities;
  • our legal rights and responsibilities; and
  • certain key information required by law.

In this contract:

  • Our company number is 07267818, our registered office is at New Bond House, Bond Street, Bristol, BS2 9AG) and our VAT number is: 902963032
  • ‘You’ or ‘your’ means the person using our site to buy Products from us.
  • 'Subscription Services' means the flea treatment subscription services provided by us.
  • ‘Products’ means the flea treatments, or any other treatments or products that we send to you as part of the Subscription Services.
  1. Introduction
    1. If you use our website and/or purchase the Subscription Services on our site you agree to be legally bound by the terms of this contract.
    2. This contract is only available in English. No other languages will apply to this contract.
    3. When buying any Products you also agree to be legally bound by:
      1. our Privacy Policy, currently available at https://www.lovemypetclub.co.uk/privacy-policy/; and
      2. extra terms which may add to, or replace some of, this contract. This may happen for security, legal or regulatory reasons. We will contact you to let you know if we intend to do this by giving you one month's notice.

    All these documents form part of this contract as though set out in full here.

  2. Ordering the Subscription Services from us

    1. If you are signing up for the Subscription Services, a legally binding contract between you and us is made as follows:
      1. When you place your order for the Subscription Services at the end of the online checkout process (eg when you click on the ‘pay now’ button), we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted.
      2. We may contact you to say that we do not accept your order. This is typically for the following reasons:
        1. we cannot authorise your payment;
        2. you do not live within the areas to which we deliver;
        3. you have not ticked the box to accept the terms of our Privacy Policy;
        4. the treatment Products are temporarily unavailable;
        5. we are not allowed to provide the Subscription Services to you; or
        6. there has been a mistake on the pricing or description of the Subscription Services.
      3. We will only accept your order when we email you to confirm this (Confirmation Email). At this point:
        1. a legally binding contract will be in place between you and us; and
        2. we will commence the Subscription Services.
    2. If you are under the age of 18 you may not purchase the Subscription Services.
    3. We reserve the right to decline acceptance of any subscription for any reason at our absolute discretion.

  3. Important obligations you must follow

    1. You warrant that all information supplied to us when signing up for the Subscription Services is accurate and correct, including the age and weight of your pet. It is your obligation to ensure information you provide is accurate and complete and to keep us informed of any changes.
    2. You warrant to us and guarantee that before you use any Products:
      1. You will check to see that the Products delivered match those which you have subscribed (it should be noted that manufacturers change packaging from time to time so the packaging may differ from the images on the website, but the brand and dosage of the treatment should be what you ordered unless we have specifically informed you otherwise).
      2. You will read any information on our website and supplied with the delivery about the correct use of Products and you understand all such product information.
      3. You are competent and legally allowed to use the Products safely.
      4. You will use the Products in the correct manner on the correct animal.
      5. You agree to inform us of any weight changes that would cause the need for different Products to be delivered and you agree that if your pet's weight changes and this puts them into a different category (small/medium/large/xl) this will increase or decrease your monthly subscription payment.
      6. You will contact us using the contact details in section 17 of this contract below if you are unsure about anything before using any medication or other Products.
      7. You will inform us of any changes in the health of your pet (illness/pregnancy etc).
      8. If you have not used these Products before, please contact us for instructions on how to correctly use them.
    3. It is important for you to know that it is your responsibility to comply with these obligations. If you are purchasing the Subscription Services for another pet (such as a family member's pet) then the obligations listed above remain your responsibility. If your pet (or another pet you are buying the subscription services for) suffers an adverse reaction due to you providing us with the wrong information, or you failing to provide us with information that you should have done, then we would not be liable.
    4. If your pet has suffered an adverse reaction from using a product supplied to you by us then please follow this https://www.gov.uk/report-veterinary-medicine-problem/animal-reacts-medicine to report the incident to the Veterinary Medicines Directorate.

  4. The term of this contract

    1. Your contract with us for the provision of the Subscription Services will begin on the date of the Confirmation Email and will continue until terminated by either you or us.

  5. Your right to cancel within the first 14 days

    1. If you change your mind after signing up for the Subscription Services, that is not a problem:
      1. if you want to cancel within 14 days of receiving your first Products, then you have a right by law (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013), to change your mind and get a full refund if you cancel within 14 days. This 14 day period starts from the date you (or the person you have requested we deliver to) receives the first Products - please see section 6 below ("Cancellation within the first 14 days"); or
      2. if you wish to cancel the contract but have missed this 14 day deadline, that is not a problem either - please see section 7 below ("Cancellation after the first 14 days"),.

  6. Cancellation within the first 14 days

    1. If you wish to cancel this contract within the first 14 days, you can do so by following the steps on our website.
    2. Subject to you returning any Products received from us in accordance with the instructions below, we we will reimburse to you all payments received from you, including the costs of delivery (if you have taken advantage of a "first 4 weeks free" offer, your refund will be limited to the price you paid for delivery of the free Products).
    3. If you have received Products:
      1. you shall send back the Products without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the Products before the period of 14 days has expired. Please note that you cannot return items which you have started to use.
      2. you will have to bear the direct cost of returning the Products. The cost is estimated at a maximum of approximately £2.
    4. We will make the reimbursement without undue delay, and not later than:
      1. 14 days after the day we received back from you any Products supplied; or
      2. (if earlier) 14 days after the day you provide evidence that you have returned the Products; or
      3. if there were no Products supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
    5. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

  7. Cancellation after the first 14 days

    1. If you wish to cancel the contract (after the first 14 days), you are more than welcome to do so at any time by following the steps on our website. If you want your contract to immediately terminate (i.e. no final payment is made and no final Products are received), please ensure your cancellation is not made on, or within the 7 days leading up to, the date your next payment is due for the subscription services.
    2. The date for your payment each month will be the same date of the month on which you first paid for the subscription services, e.g if you first paid up for the subscription services on 10th January, then your monthly payment date would be the 10th of each month. If you are not sure when your payment date is, please feel free to get in contact using the contact us details in section 17 below.
    3. If you cancel on, or within the 7 days leading up to, your next payment date, we will still take the payment for that month as your final payment and will send you the relevant Products, but your contract will be cancelled immediately after we have done so.
    4. Following the termination of the contract, we will cease sending you the Products each month.
    5. Please note that these cancellation provisions do not apply if the Products we send to you are faulty- please see section 11 below ("Faulty Products") for details of what to do in such circumstances.

  8. Provision of the Subscription Services

    1. We will provide the Subscription Services to you as a monthly service with flea treatment being sent out monthly (or as otherwise amended by us).
    2. The Subscription Services boxes are delivered using either Royal Mail postal service or via another courier service provider. We reserve the right to take whatever steps we consider appropriate to verify authenticity and suitability of all subscriptions.
    3. If items arrive damaged (or get lost on the way to you) we will at our sole discretion refund or replace them. All damages must be notified to us within 5 days of receipt or we may be unable to replace or refund. If you ask for your box to be left somewhere or provide any other delivery instructions then you negate the right to transit insurance and we will be unable to refund or resend items – we recommend not leaving delivery instructions wherever possible and requesting delivery to an alternate address instead (such as a work address).
    4. Please allow up to 14 days for delivery. If delivery is likely to be subject to undue delay, we will contact you by email. You will have the option of a full refund in this case, or of waiting for availability, (this might be due to the manufacturer or other reason beyond our control). Please ensure you are happy with what you are subscribing for and the costs. We have the option to cancel any subscription that cannot be fulfilled for any reason and will contact you accordingly. You will always be given a full refund.

  9. Price and payment

    1. As a thank you for signing up to the Subscription Services, we will send the first Products to you for free. Thereafter your monthly payments will be the price we confirm to you in your Confirmation Email (which includes postage and packaging) unless we inform you otherwise.
    2. We accept the following credit cards and debit cards: Visa and Mastercard.
    3. We will do all that we reasonably can to ensure that all of the information you give us when paying for the Products is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.
    4. Your credit card or debit card will only be charged when we send you the Confirmation Email and subsequently on a monthly basis on or about the same date.
    5. All payments by credit card or debit card need to be authorised by the relevant card issuer. We may also need to use extra security steps via either Verified by Visa, Mastercard®SecureCodeTM.
    6. If any of your payments are not received by us we will postpone the delivery of the Products.

  10. Nature of the Products

    1. The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’), for example, that the Products are of satisfactory quality, are fit for purpose and match the description.
    2. We must provide you with Products that comply with your legal rights.
    3. Please note, that the packaging of the Products may be different from that shown on the site and we reserve the right to switch types/brands of medications when required such as during supply shortages or during times when certain parasites are more prevalent. We will inform you of any such changes and you can refuse to accept such substitutes, in which case we will offer you a refund or a replacement.

  11. Faulty Products

    1. The Consumer Rights Act 2015 says Products must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you're entitled to the following:
      1. up to 30 days: if your Products are faulty, then you can get a refund; and
      2. up to six months: if they can't be replaced, then you're entitled to a full refund, in most cases.
    2. They are a summary of your key rights. For more detailed information on your rights and what you should expect from us, please either visit our webpage, contact us using the contact details in section 17 of this contract below or visit the Citizens Advice website www.citizensadvice.uk or call 03454 04 05 06.
    3. Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
    4. Please contact us if you want us to replace the Products or to reject the Products and get a refund.

  12. Limit on our responsibility to you

    1. We must highlight that whilst we take great care to ensure we provide accurate information on our website, such information is not specific to your pet (and its circumstances and history) and should not be used in replacement of seeking advice from your vet, or in contrary to specific advice or recommendations from your vet. It is imperative that you consult your vet if you have any questions or concerns regarding your pet and what is suitable for them.
    2. Our website and the Subscription Services are intended for use by consumers only. Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury), we are not legally responsible for:
      1. losses that:
        1. were not foreseeable to you and us when the contract was formed; or
        2. that were not caused by any breach on our part;
      2. business losses; and
      3. losses to non-consumers.
    3. Except for any legal responsibility that we cannot exclude in law, our total liability under contract for the Subscription Services (including our negligence or breach of our statutory duty, misrepresentation, or any other matter) will not exceed the total you have paid to us for the Subscription Services in the year preceding the event of your claim, or £1,000, whichever is the lower.
    4. Except for any legal responsibility that we cannot exclude in law, our total liability under contract in relation to your use of our website (including our negligence or breach of our statutory duty, misrepresentation, or any other matter) will not exceed £100.
    5. You are responsible for keeping your account password safe and secure and not allowing others to use your account and for any activity which is carried out under your account. This is your responsibility and we will not be liable if you fail to keep your password secure.

  13. Content on our website

    1. We take great care to ensure we provide accurate information regarding descriptions of Products we include in the Subscription Services, recommendations for use and all other matters on our website. However, some errors may occur and we reserve the right to correct these as soon as we find them.
    2. We do not guarantee that the website will be available at all times and we may suspend or terminate operation of the website at any time as we see fit.
    3. Our website and all intellectual property rights in it including but not limited to any information or documents we have included in it are owned by us, our licensors (including Love My Pet Club) or both (as applicable). Intellectual property rights means rights such as: copyright, trade marks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind whether or not they are registered or unregistered (anywhere in the world). We and our licensors reserve all of our and their rights in any intellectual property in connection with the terms of this contract. This means, for example, that we and they remain owners of them and free to use them as we and they see fit.

  14. Linking to our website

    1. You may create a link to our website from another website without our prior written consent provided no such link:
      1. creates a frame or any other browser or border environment around the content of our website;
      2. implies that we endorse your Products or services or any of the Products or services of, or available through, the website on which you place a link to our website;
      3. displays any of the trade marks or logos used on our website without our permission or that of the owner of such trade marks or logos; or
      4. is placed on a website that itself does not meet the terms of acceptable website use in this contract.
    2. We reserve the right to require you to immediately remove any link to the website at any time, and you shall immediately comply with any request by us to remove any such link.
    3. The display of any link and reference to any third party website does not mean that we endorse that third party's website, Products or services. We have no control over third party websites and accept no legal responsibility for any content, material or information contained in them. Your use of a third party site may be governed by the terms and conditions of that third party site.

  15. Complaints and disputes

    1. If you have any complaints, please contact us using the details in section 17 below.
    2. We will try to resolve any disputes with you quickly and efficiently.
    3. If you are unhappy with the Products, our service to you, or any other matter, please contact us as soon as possible.
    4. If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:
      1. let you know that we cannot settle the dispute with you; and
      2. give you certain information required by law about our alternative dispute resolution (ADR) provider.
    5. If you want to take court proceedings, the relevant courts of the United Kingdom will have exclusive jurisdiction in relation to this contract.
    6. Relevant United Kingdom law will apply to this contract.

  16. Third party rights

    No one other than a party to this contract has any right to enforce any term of this contract.

  17. Contact us

    1. If you don’t understand any of this contract and want to talk to us about it, please contact us by:
      • Email enquiries@lovemypetclub.co.uk
      • Telephone 01909 495 111 calls will be answered Monday to Friday 9am – 5pm

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