Terms & Conditions of Contract and Supply
1. Lost Paws Terms
1.1 These are the terms and conditions on which we supply goods and services to you, the customer, both now and in the future.
1.2 It is a requirement of our site when placing an order with us that you have confirmed that you have read or T & C’s so, please read this carefully before you submit your order to us. These terms tell you who we are, how we will provide goods to you, how you and we may change or end your subscription and what to do if there is a problem and other important information.
2. Company Information
2.1 Lost Paws. Is a trading name for Why Go Digital Limited a company incorporated in England and Wales, with the company registration number 9085173. Our trading and registered office is at 1 Brookside, Orwell. SG8 5TQ
2.2 You can contact us by telephoning our customer service team on 01799 615020 between 9am and 4pm, Monday to Friday by email at admin@lostpaws.co.uk or by writing to us at the above address
2.3 If we have to contact you, we will do so by telephone or by writing to you at the email address you provided to us in your contract with Lost Paws.
2.4 When we use the words “writing” or “written” in these terms, this includes e-mail. We do not contact customers using any other method unless agreed with the customer in advance.
2.5 Our working day means Monday to Friday excluding bank or public holidays in the UK.
3. Customer’s Contract
3.1 You, the customer, on entering a contract with us, Why Go Digital Ltd, via our online website www.lostpaws.co.uk, will agree as part of that contract to supply us, Lost Paws, with confidential data about your pet and you being the keeper of that pet. Details of these mandatory and optional requirements are to be found on our registration page in your dashboard. Once the order is confirmed and accepted Lost Paws will send you, the customer, to the address as per the data given, goods, if ordered, as per your order. The subscription to our services will commence from the day you have requested until the contract is cancelled. Tags given to you the keeper by an implanter, breeder or veterinary surgeon mean that we, Lost Paws will not send additional tags when the subscription is paid.
3.2 Your subscription order and formation of a binding contract occurs when we at Lost Paws receive your order and payment with details of your requirements. If we choose not to enter into this contract for any reason, we will notify you in writing as soon as possible and refund any unfulfilled transactions within 7 working days.
3.3 Subscription services are only available within all areas within the United Kingdom only.
3.4 Contracts can only be entered into if the customer is 18 years of age. If you are under the age of 18, your order will not be accepted for. We reserve the right to refuse to accept any order placed by you, or terminate your subscription if we believe that you fail to meet our eligibility criteria (which may be amended from time to time), or that you have acted illegally by supplying incorrect information or by breaching any of these terms and conditions or any of our other policies, including but not limited to our Privacy Policy and our Terms of Website Use
3.5 The customer must use the tag or tags for the intended purpose only, that being to assist in the recovery of their lost pet or pets and no other.
3.6 As part of the contract the customer must attach the tag or tags to the collar of their pet or pets to ensure that the tag or tags can function.
3.7 In the event that the tag is removed from the pet or pets by any other person than the owner, Lost Paws cannot be held responsible and will not be held liable for the loss of either the tag, or tags, or the pet.
3.8 If it is found that the person finding the lost pet or pets does scan the tag or tags correctly, or does not wish to, or fails to respond to the request to contact the legal owner of the pet or pets after scanning the QR code tag or tags, Lost Paws cannot be held responsible or liable for the loss of the pet or pets.
3.9 If in the event the pet or pets are found using the facility offered by Lost Paws and are found to be injured or ill, Lost Paws is not responsible or liable for any injury or illness, nor for any veterinary or legal fees that may be incurred due to the injury or illness
3.10 To maintain functionality the tag or tags must be kept in good condition and the dashboard regularly updated. Any loss of the QR code due to physical damage will result in the tags or tags being rendered inoperable. Lost Paws are not responsible for any loss of a pet or pets if the tag is inoperable due to the above.
3.11 Lost Paws would require that the tags or tags are inspected on a regular basis by the owner to ensure that if the tag or tags are not damaged and if they are found to be, then they are to be replaced as soon as possible by notifying us at admin@lostpaws.co.uk
4. Account & Contract Data
4.1 The customer, to place an order with Lost Paws, will need first to register, via our website at lostpaws.co.uk. This contract can only be entered into by the owner of the pet and no other person.
4.2 The customer may then place an order to register the microchip only or register the microchip and include tag or tags.
4.3 Contracts to supply between Lost Paws and the customer can only be accepted via our website www.lostpaws.co.uk and no other means.
4.4 The customer who may wish to enter into a contract with Lost Paws must be 18 years or older and must be a UK resident and live within the area known as the United Kingdom and must be the owner or keeper of the pet they are registering.
4.5 The customer, as part of the contract with Lost Paws will agree to provide correct and truthful information about themselves, their pet or pets and must provide Lost Paws with updated and accurate contact information if any of these details should change. If the information supplied by the customer is found to be untruthful, or the customer fails to maintain the data, Lost Paws will not be held responsible for being unable to provide their service entered into by that person. No refund will be given with respect to any incorrect information being sent.
4.6 To update your details, simply log into your account at www.lostpaws.co.uk, then navigate to your dashboard section. If you have forgotten your password, simply follow the link on the log-in page to re-set it.
4.7 Lost Paws will hold your data securely and will use your data for the purpose of reuniting you with your lost pet or pets. Data will be supplied to Persons of Authority as defined by DEFRA for the purpose of reuniting lost pets with their owner/keeper as defined in the Microchipping of Dogs (England) Regulations 2015. This is a mandatory requiment and is authorised by DEFRA
4.8 Data inputted by the owner/keeper of the pet on the Lost Paws website, including personal and pet information will only be supplied by Lost Paws to third party companies that are partners with Lost Paws and not outwith the agreement and contract entered into with the keeper of the pet and Lost Paws. Partners of Lost Paws will be shown on the home page of our website.
4.9 All images on the Site are for illustrative purposes only and the actual design of the item may vary in colour and size.
4.10 The packaging of the tag or tags may vary from that shown in images on our website and our app.
4.11 We reserve the right to amend these terms and conditions from time to time. Any change will be notified on our website and on our app.
5. Tag Purchase, and Use of Data
5.1 QR Code tag or tags supplied by Lost Paws will only contain data that the customer, when entering into the contact with Lost Paws has agreed to be shared with Lost Paws and the finder of the pet, if in the event the pet is lost and no other person.
5.2 The customer, by agreeing to the terms and conditions when entering the contract with Lost Paws to supply a tag or tags, will permit Lost Paws to hold this data securely and when required to do so, will allow Lost Paws to show the data that has been agreed to be given to the finder or other agreed parties , by the owner, of the pet if it goes missing.
5.3 The Data supplied by the customer will be encrypted and held on a private server held by a third party. No other party has access to this Data other than those instructed by Lost Paws other than to carry out any repairs, maintenance or upgrades.
5.4 Removal of Data can be requested by the customer on termination of the contract and this will be carried out within a reasonable period of time and further details of this can be found in our Privacy Notice.
6. Delivery of Tags
6.1 Your Tags will be sent to the address you provided to us during the order process within two working days of you placing your subscription order. An email confirmation will be sent to the email address you entered at the checkout to confirm each dispatch.
6.2 We use Royal Mail and couriers to deliver all our goods. The delivery cost is outlined in our Q & A section
6.3 If you believe you tag or tags are lost and today’s date is more than five working days after the date of dispatch specified in the dispatch confirmation email, please email admin@lostpaws.co.uk stating your order number, email address and full name. We will investigate the issue and may offer you a replacement tag or tags. We will monitor lost items reports and reserve the right to terminate our contract with you where those reports indicate fraudulent activity.
6.4 If your tag or tags arrive damaged, please contact our Customer Services team within 24 hours of receipt of your order at admin@lostpaws.co.uk. Please do not throw the packaging away as you may be asked to return it or take photographs of the damaged parcel and contents.
6.5 If our supply of our tag or tags is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any tag or tags you have paid for, but not received.
6.6 Our deliveries will fit through most standard size letterboxes. If for whatever reason a box does not fit through your letterbox and no one is available at your address to take delivery, you will be carded and you will have to contact the courier to rearrange the delivery. Please ensure that the delivery address you enter is correct. Goods that are returned to us due to an incorrect address will incur a further delivery charge, payable by the customer and the initial delivery fee will not be refunded.
7. Prices and Payments
7.1 By ordering a tag or tags and the subscription service and providing us with your payment information, you authorise us to charge you for the microchip registration and or tag or tags, which will include the delivery costs. We reserve the right to vary our prices from time to time, but prior notification will be sent by email to the customer, giving 30 days’ notice.
7.2 If the rate of VAT, during the course of our contract with you changes, we will adjust the rate of VAT that you pay.
7.3 If an error occurs with our pricing when entering into the contract, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
7.4 We accept payment with the following payment methods, Visa and Mastercard
8. Defective Goods
8.1 The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your goods your legal rights entitle you to the following:
(a) up to thirty days: if you return your faulty goods to us within thirty days of receipt, you will be entitled to a full refund.
(b) up to six months: if your goods can’t be repaired or replaced, then you are entitled to a full refund, in most cases; and
(c) up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back although please note that most of our goods will have a shelf-life which is significantly shorter than six years.
8.2 Condition 11 (Returns) confirms how you can return the goods to us and condition 12 (Refunds) sets out details of how and when refunds will be made.
9. Returns
9.1 To return the goods to us, please pack everything up securely in its original packaging, if possible and post it back to us at the following address Why Go Digital Ltd 43 Lion Meadow, Steeple Bumpstead, Essex. CB9 7BY. In certain circumstances we may authorise the collection by courier.
9.2 We can only accept returns of undamaged goods unless agreed otherwise.
9.3 Unless the goods we have supplied are faulty, you must pay the costs of returning the goods to us. No refund will be given for goods that are claimed to be faulty and are found to be in good working order.
10. Refunds
10.1 Refunds for the goods, including delivery costs (if applicable), will be made by the method you used for payment. However, we may make deductions from the price, as described below.
10.1.1 We may reduce your refund of the price paid (excluding delivery costs) to reflect any reduction in the value of the goods due to age and wear and tear. No refund will be made until the goods are returned and inspected.
10.1.2 The maximum refund for initial delivery costs (if any) will be the costs of delivery initially charged., then we will only refund what you would have paid for the cheaper delivery option.
10.1.3 We will make any refunds due to you within 14 days from the day on which we receive any returned goods from you or earlier if possible.
11. Contract
11.1 In the event of the company Lost Paws being sold, the contract entered into by the customer may be transferred to the new organisation without prior consultation.
11.2 All parts of the paragraphs in these terms operates separately. If any court or relevant authority decides that any of the terms are unlawful, the remaining paragraphs in the terms will remain in full force and effect.
11.3 If we do not immediately ask you to do anything that you are required to do under these terms, or if we delay in taking steps against you in respect of you breaching this contract, it will not prevent us taking steps against you at a later date for any additional costs we may incur. For example, if you miss a payment and we fail to contact you but still provide the service, we can still require you to make the payment at a later date.
12. DISCLAIMER
12.1 We will use our best endeavours to ensure that the Services are provided continuously and that access to our Site is not interrupted by any event within our control. We endeavour to notify you in advance of planned downtime, which, if reasonably practicable, will be scheduled outside normal office hours.
12.2 We undertake no obligation to respond to queries but endeavour to do so within a reasonable time.
13. GENERAL PROVISIONS
13.1 We shall ensure compliance with all applicable data protection legislation. Our compliance and what data we collect, how we collect it and how we use it can be found within our Privacy and Cookie Policy.
13.2 We may make changes to these Terms at any time and will notify you in advance through one of our mediums. Any changes shall be effective when the Terms are updated on our Website and your continued use of Lost Paws. Lost Paws shall not be bound by any other agreement or conditions that seek to vary these Terms unless we have agreed to them in writing and is signed by a director of Lost Paws.
13.3 If any provision (or part of a provision) of these Terms are found by any court or administrative body of competent jurisdiction to be invalid, unenforceable or illegal, the other provisions shall remain in force.
13.4 You may not, without our prior written consent, assign, transfer, charge, sub-contract or deal in any other manner with all or any of your rights or obligations under these Terms.
13.5 This contract is between you and us and no other party shall have any rights to enforce any of the Terms.
13.6 These Terms constitute the entire agreement and understanding between you and us and supersede any previous terms between us relating to your use of the Services.
13.7 Our failure to exercise or enforce any right or provision of the Terms shall not constitute a waiver of such right or provision.
13.8 These Terms are governed by English law and the courts of England and Wales shall have exclusive jurisdiction in relation to matters arising out of these Terms.
