1. Introduction
Welcome to Vetch Trading Limited ("we", "our" or "us"). By using our website (www.myvetch.com) and subscribing to our services, you agree to these terms and conditions ("Terms"). Please read them carefully. If you don't agree to them, please don't use our website or services.
2. About us
Vetch Trading Limited provides personalised supplements for dogs, based on information given by their owners. Our subscription delivers each dog's blend to your door.
3. Our services
3.1 Our services include a free online consultation, a personalised plan for your dog and a rolling 28-day subscription for dog supplements.
3.2 The consultation asks about your dog's health, including age, breed, weight, symptoms, health conditions and medications. We use this to choose the right blend for your dog.
3.3 It's your responsibility to make sure the information you give us is accurate and kept up to date. If it isn't, your dog's blend may not meet their needs.
3.4 Vetch isn't suitable for every dog. If your answers show that, for example because your dog is pregnant, nursing, under 6 months old, under 3 kg or has certain health conditions or medications, we won't offer a plan.
4. Your subscription
4.1 Each dog has their own rolling 28-day subscription. Each box holds 28 daily sachets.
4.2 There's no minimum term. You can skip a box, change your next box date, pause or cancel any time in My account, or by contacting us.
4.3 Changes made at least 2 days before your next payment date apply to that box. After that, the box is already being made up, so it's charged and sent as normal and your change starts from the following box.
4.4 You can ask for your next box to be sent straight away, once every 14 days. We charge for it on the day and your next payments follow every 28 days from then.
4.5 You can update your dog's details in My account at any time. If a change means a different blend or price, we'll show you before you confirm, and it applies from the next box we haven't started making up.
5. Prices and payment
5.1 Our prices are shown on our website and include VAT where it applies.
5.2 Delivery to UK addresses is free.
5.3 Your first payment is taken when you subscribe. Your second payment is taken 22 days later, and then every 28 days, so your next box arrives before your sachets run out.
5.4 Offers and promotion codes come with their own conditions, which we'll show you before you pay. Unless an offer says otherwise, welcome codes are for first orders only, and only one offer applies to a box.
5.5 Our 20% welcome offer (including the one from a friend's link) covers your first 3 boxes. It applies to the first 3 boxes paid for under your subscription, whatever their dates, including a box sent after you skip, pause or change the date of a box. It doesn't apply to your 4th box or any box after it.
5.6 If our prices change, we'll email you at least 30 days before, and you'll keep your current price for 3 months.
5.7 If a payment fails, we'll ask you to update your card and won't send the box until it's paid. If it still can't be taken, we may pause or cancel your subscription.
5.8 Our contract with you starts when we email to confirm your order.
6. Delivery
6.1 We deliver free across the UK, including Northern Ireland and the Scottish Highlands. We can't currently deliver to the Channel Islands, the Isle of Man or outside the UK.
6.2 We make up each box after your payment goes through and send it within 2 to 3 business days by Royal Mail. Royal Mail usually delivers within 2 working days after that. These times are estimates and not guaranteed.
6.3 If your box doesn't arrive or is damaged in transit, please contact us straight away. If anything is faulty or not what you ordered, see section 7.2.
7. Returns and refunds
7.1 Changed your mind? You can cancel an order within 14 days of receiving it. Because our supplements are food products in sealed packaging, we can only take back boxes that are unopened and still sealed. Let us know at info@myvetch.com, send the box back within 14 days of telling us, and we'll refund the price of that box within 14 days of receiving it. Return postage is paid by you.
7.2 Something wrong? If your box arrives damaged, faulty or not what you ordered, email info@myvetch.com and we'll replace it or refund you in full, including postage. This doesn't affect your legal rights.
7.3 If your dog won't eat their first box, please contact us and we'll make it right, which can include a refund.
7.4 Your subscription. Cancelling stops future boxes. It doesn't refund boxes already sent, unless 7.1 or 7.2 applies.
7.5 Nothing in these Terms affects your legal rights as a consumer.
8. Your information and privacy
8.1 By using our services, you agree to give accurate information about your dog.
8.2 We use what you tell us about your dog in the consultation to create and update their personalised blend.
8.3 We only share personal data with trusted providers who help us run our business (such as payment, delivery and email providers), or where the law requires it. We never sell your data.
8.4 We may send you occasional emails about Vetch products, unless you tell us not to. You can opt out at any time using the unsubscribe link in our emails.
8.5 For full details, see our privacy policy.
9. Important health information
9.1 Our products are supplements. They're not intended to diagnose, treat, cure or prevent any disease, and they don't replace veterinary advice or treatment.
9.2 Please speak to your vet before starting your dog on any new supplement, especially if your dog has a health condition or takes medication.
10. Intellectual property
10.1 All content on our website, including text, graphics, logos and images, belongs to Vetch Trading Limited or its licensors and is protected by copyright and trademark laws.
10.2 You may not copy, distribute or otherwise use our content without our written permission.
11. Our liability
11.1 We're not liable for any indirect or consequential losses arising from your use of our products or services.
11.2 Our total liability under these Terms is limited to the value of your most recent subscription payment.
11.3 Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can't be limited or excluded by law, and nothing in these Terms affects your legal rights as a consumer.
12. Changes to these Terms
We may update these Terms from time to time. Any changes will be posted on this page with a new "Last updated" date. If a change affects your subscription, we'll email you before it takes effect.
13. Governing law
These Terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
14. Contact us
If you have any questions about these Terms or our services, please contact us:
Email: info@myvetch.com
Phone: +44 7936 653228
Postal address: Unit 143763, PO Box 7169, Poole, BH15 9EL
Registered office: 37a Gordon Road, Nottingham, NG2 5LQ
Company number: 14258553 (registered in England and Wales)