Membership Terms and Cancellation

Your order is an offer to us to buy a Membership. The contract between us comes into existence when we send you an email confirming that your Membership has started.

You must be at least 18 years old and resident in the United Kingdom to take a Membership.

You must give us accurate account and payment information and keep it up to date.

Membership covers every Registered Pet on your Account for a single Membership Fee. There is no additional charge for a second or subsequent pet.

Membership includes the following, subject to the qualifications set out in these terms:

We may add services to Membership, and we may change or withdraw a service. If we withdraw a service that forms a material part of Membership, or make a change that is materially to your disadvantage, we will give you at least 30 days written notice and you may cancel without charge before the change takes effect.

Nothing in the description of a service is a guarantee that it will be available without interruption. Services depend on mobile networks, satellite and internet connectivity, third party suppliers and the condition and charge of your device.

We supply one Smart Tag for each Registered Pet. The Smart Tag remains our property and is supplied to you on loan for the duration of your Membership.

You must take reasonable care of the Smart Tag. You must not open it, modify it, or attempt to repair it.

If the Smart Tag develops a fault in normal use we will replace it free of charge. If it is lost, damaged through misuse, or not returned when your Membership ends, we may charge you the replacement cost, currently £[00].

When your Membership ends you must return the Smart Tag to us within 28 days using the prepaid method we provide, or pay the replacement cost.

The Smart Tag is an aid. It is not a substitute for supervision, secure fencing, a lead, or a collar and identity tag. A dog in a public place must still wear a collar with the keeper's name and address on it. The Smart Tag does not satisfy that requirement.

Location information is approximate. Accuracy varies with surroundings, signal conditions and battery level. We do not warrant that location information is accurate at any given moment.

When you report a Registered Pet lost we will flag the microchip number as lost on the national pet register, notify veterinary practices, rescue organisations, local authority officers and members whose recorded address is near the last known location, and generate a lost pet notice for you to share.

We do not search for animals ourselves. We alert other people and we operate the reunification line. Whether any of those people respond, and whether an animal is found, is outside our control.

We do not offer, and Membership does not include, any reward, bounty or payment to a finder.

AI Vet is in development. It is not available at the date of these terms. When it becomes available it will be provided together with a third party clinical provider and additional terms will apply.

AI Vet will give general guidance to help you decide whether to seek veterinary attention. It will not diagnose, it will not prescribe, it will not treat, and it is not a substitute for examination by a veterinary surgeon. Only a veterinary surgeon registered with the Royal College of Veterinary Surgeons may diagnose and treat an animal.

If your animal is unwell, injured, in pain or distressed, contact a veterinary practice. Do not wait for, or rely on, AI Vet.

Output from AI Vet is generated automatically. It may be wrong. You remain responsible for decisions about your animal's care.

The Membership Fee is £7.99 per month including VAT. It is taken by continuous payment authority from the payment method on your Account on the Renewal Date each month.

If a payment fails we will tell you and try again. If we cannot take payment within 14 days we may suspend your Membership. If we cannot take payment within 30 days we may end it.

We may change the Membership Fee. We will give you at least 30 days written notice of any increase before it takes effect. If you do not accept the increase you may cancel before the new price applies and you will not be charged the new price.

We will send you a reminder before each renewal where the law requires it, and in any event we will tell you in advance of any change to the amount or the frequency of the payment.

If you are a consumer you have a right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days of the day on which the contract was formed, without giving a reason.

If you asked us to begin providing the Membership during the 14 day period, and you then cancel, you must pay for the service you received up to the point you told us. We will refund the balance within 14 days.

If a Smart Tag has been sent to you and you cancel within 14 days you must return it unused, in the condition in which you received it, within 14 days of telling us.

Separately from the statutory right, you may cancel your Membership at any time, with effect from the end of the month you have paid for. You can cancel in the app, in your account on the website, by telephone on 0800 000 0000, or in writing. We will not require you to telephone us in order to cancel and we will not charge an exit fee.

We do not refund part months, except where you cancel under the statutory right in clause 9.1 or where we have increased the price and you cancel under clause 8.3.

Cancelling your Membership does not cancel your microchip registration, which is a separate product and remains in force.

We may suspend or end your Membership immediately if you materially breach these terms, if you breach the Acceptable Use Policy, if we reasonably suspect fraud, or if you use a service in a way that harms another person or another animal.

We may end your Membership for any other reason on 30 days written notice, and we will refund any part of the Membership Fee covering the period after the Membership ends.

When Membership ends you lose access to the Membership services. Documents you have stored in Pet Wallet will remain available to download for 90 days, after which we may delete them. Your microchip registration is unaffected.

We will provide the Membership services with reasonable care and skill.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of the terms implied by sections 49 and 50 of the Consumer Rights Act 2015, or for any other liability that cannot lawfully be excluded or limited.

We are not liable for:

1. (a) the loss, injury, illness or death of an animal, except to the extent directly caused by our negligence;
2. (b) the acts or omissions of any pet sitter, walker, boarder, veterinary practice, groomer, trainer, partner business or other third party you find through a PCE service;
3. (c) any failure or inaccuracy of location information, or any failure of a mobile network, satellite or internet connection;
4. (d) any decision you take, or do not take, about your animal's health or care; or
5. (e) loss or damage that was not foreseeable at the time the contract was formed.

Subject to clause 11.2, our total liability to you in any twelve month period is limited to the greater of £1,000 and the total Membership Fees you paid in that period.

We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing and we will make sure the transfer does not affect your rights.

You may not transfer your Membership to another person without our written consent.

These terms, the Website Terms and Conditions, the Acceptable Use Policy and the Privacy Policy form the whole agreement between us in relation to Membership.

If we do not insist that you perform any of your obligations, or if we delay in taking steps against you, that will not mean that we have waived our rights.

These terms are governed by the law of England and Wales. Section 11 of the Website Terms and Conditions applies to jurisdiction.