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Terms and Conditions

Welcome to the ViolaPets website terms and conditions for use.

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These terms and conditions apply to the use of this Website and by accessing this Website and/or placing an order you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions, you may not use or access this Website.

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Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team by email. 

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These terms and conditions will apply to all orders.

DEFINITIONS

 

  • Conditions – means these terms and conditions and the Special Conditions

  • Product – means a product displayed for sale on the Website

  • Product Description – means that part of the Website where certain terms and conditions in respect of the individual Product are provided

  • Special Conditions – means the terms and conditions in the Product Description

  • Users – means the users of the Website collectively

  • Personal Information – means the details provided by you on registration

  • We/us – means ViolaPets, registered as HOLAPETS LTD. in England (company registration number 12373739; VAT number 398899193). Our main trading address is 3 Hawthorne Crescent, London, SE10 9GA

  • Website – means the website located at www.violapets.co.uk or any subsequent URL which may replace it

  • Cookies – means small text files which our Website places on your computer's hard drive to store information about your shopping session and to identify your computer

  • United Kingdom – means England, Wales, Scotland, Northern Ireland and the Channel Islands

  • You – means a user of this Website.

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USE OF THE WEBSITE

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ACCESS

  • You are provided with access to this Website in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions.

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REGISTRATION

You warrant that:

  • The Personal Data which you are required to provide when you register as a customer is true, accurate, current and complete in all respects; and

  • You will notify us immediately of any changes to the Personal Data by updating these details on your online account.
    You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

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INDEMNITY

  • You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your shopping account and/or your Personal Information.

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OUR RIGHTS

We reserve the right to:

  • modify or withdraw, temporarily or permanently, this Website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or

  • change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website

  • refuse provide services to customers based on the UK laws, due to reasons include but not limited to aggressive behaviours, intoxication, threats to the safety of staff or customers, and spreading rumors on our brand. Hence, we reserve the rights to cancel any orders placed and appointment booked by those customers without providing pre-notifications. We do not take responsibilities on any potential losses caused by our cancellation.

 

THIRD PARTY LINKS

  • To provide increased value to our Users, we may provide links to other websites or resources for you to access at your sole discretion. You acknowledge and agree that, as you have chosen to enter the linked website we are not responsible for the availability of such external sites or resources, and do not review or endorse and are not responsible or liable, directly or indirectly, for (i) the privacy practices of such websites, (ii) the content of such websites, including (without limitation) any advertising, content, products, goods or other materials or services on or available from such websites or resources or (iii) the use to which others make of these websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such advertising, content, products, goods or other materials or services available on such external websites or resources.

 

RECOMMENDATIONS

  • When you use our website, you'll see that we offer you recommendations, showing products we think you might like and could perhaps miss when you're browsing the site.​

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DISCOUNT&MEMBERSHIP PROGRAMMES + SOCIAL MEDIA GROUPS

  • To be a member of our discount&membership programmes+social media groups, you must be resident in England, Scotland, Wales or Northern Ireland and aged 18 years or over and have an email address. We may refuse an application for any reason. You may only have one discount&membership account. We reserve the right to refuse, merge or close additional accounts at any time. You must keep us informed of any changes to your personal or membership details. We will not be responsible for any loss of vouchers or benefits resulting from details being out of date or inaccurate.

  • As a member you'll receive loyalty communications relating to your membership through a number of channels which can include social media and email. These may include exclusive rewards, offers and invitations from us. You can choose to leave our programme at any time. This will remove you from any future loyalty communications as we will be unable to deliver rewards and benefits to you. 

  • The membership card is not transferrable, cannot be copied and can only be used by the member who is named and registered for the card. 

  • We may at our discretion decline to issue, withdraw or cancel membership&discount accounts, cards, coupons and vouchers at any time.

  • We may remove a member from our discount&membership programmes​+social media groups at any time where a member appears to have breached the Terms or behaved in an inappropriate, misleading or abusive manner.

  • We reserve the right to monitor the number of memberships in any household, and the right to cancel any suspected duplicated memberships.

  • The discount&membership programmes are only for personal use by consumers. Membership cards may not be used for any business or commercial purpose. Use of a membership card does not constitute proof of purchase.

  • Membership cards, coupons and vouchers remain the responsibility of the member, as do any security details relating to the account. We will not be held responsible for any loss arising from the member failing to ensure their safe-keeping.

  • The membership cards, coupons and vouchers cannot be transferred, bought, sold or in any way traded. Only one coupon or voucher can be used at any one time, and cannot be combined with any other offer.

  • Please see our Privacy Notice  to see what personal data we collect, when we collect it and how we use it as part of the loyalty programme. 

  • The Terms are governed by English law, and are subject to the exclusive jurisdiction of the courts of England and Wales. ​

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PRIVACY AND COOKIES

 

  • We will treat all your Personal Data as confidential (although we reserve the right to disclose this information in the circumstances set out below). We will keep it on a secure server and we will fully comply with all applicable privacy regulations and consumer legislation.

  • If you'd like to read more on how and where we collect or how we use your personal data, please see our Privacy Notice

  • In the Privacy Notice, you can also find out how to stop receiving marketing information.

  • Please see our cookies policy to learn more about what cookies we use, their nature, purpose and related usage of your personal data on www.violapets.co.uk

DESCRIPTION OF PRODUCTS​

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  • Each Product purchased is sold subject to its Product Description which sets out additional Specific Conditions related to that Product including, without limitation, terms and conditions concerning estimated delivery dates and times, warranties, after-sales service and guarantees.

  • We will take all reasonable care to ensure that all details, descriptions and prices of Products appearing on the Website are correct at the time when the relevant information was entered onto the system. Although we aim to keep the Website as up to date as possible, the information including Product Descriptions appearing on this Website at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a Product until your order is accepted in accordance with our Order acceptance policy.

 

EXPIRY DATE

  • Due to the complexity of product types, the expiry date/BB varies across products. We can normally guarantee a 3-month period and 2-month period before the expiry date, for products with a full display lives more than 12 months and around 6 months, respectively. 

  • You agree that within the above conditions, we do not need to inform you of the expiry period before placing the order. If you have special preferences on product expiry date, it is your responsibility to inform us in advance. It is your responsibility for the postage costs for any returns related to special preferences on expiry date.

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ORDERING, CANCELLING AND RETURNING PRODUCTS​

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ORDERS

  • We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Website. Find out more about our Refund policy which is incorporated into these Conditions.

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CONTRACT CREATION AND ELECTRONIC CONTRACTING

The technical steps required to create the contract between you and us are as follows:

  • You place the order for your products on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website

  • We may send you an order acknowledgement email as soon as you place your order, and you will receive an order confirmation email detailing the Products you have ordered. These emails do not constitute acceptance of your order

  • For items being delivered to you (as opposed to Click & collect), when your product is shipped from our warehouse we will send you a despatch confirmation email

  • Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in Change or cancel an order

  • For most products sent directly from our warehouse, your credit/debit card will be charged when your order is placed.

  • If the product is being delivered direct to you from a supplier, for instance in the case of larger products such as electrical appliances and furniture, you may be charged at any point between confirmation of your order and despatch. The exact timing of this will vary according to supplier and the product you're ordering

 

Non-acceptance of an order may be a result of one of the following:

  • The product you ordered being unavailable from stock

  • Our inability to obtain authorisation for your payment

  • The identification of a pricing or product description error

    • We are trying to ensure all information are correct and accurate, but people make honest mistakes from time to time. As long as our information are not misleading by large public advertising promotions, please do forgive our honest mistakes and the consequences.

    • We do not accept intentional complaints and actions to take advantages of our honest mistakes. For example, when new products firstly uploaded, prices errors may occur, such as we price multiple products the same price as a single product. As long as we do not promote it or offer misleading information on those prices, they are not "promotion prices" as it is a clear and obvious honest mistake. Any orders placing targeting to take advantage of those mistakes will be cancelled.

  • Your not meeting the eligibility to order criteria set out in the main Terms & Conditions

  • We reserve the right to limit the number of a given item that can be bought by an individual customer should we deem it appropriate. We also reserve the right to suspend your account and any associated accounts and contact you if we notice an unusual pattern of returns activity or there is other suspicious activity associated with your account or any associated accounts. In the event that this happens you will receive an email not notify you of this

  • Should we have taken payment prior to non-acceptance of your Order then we will refund you, but please note that it can take up to 5 days for the bank to transfer the funds to you

  • The contract will be concluded in English.

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CONSUMER CONTRACTS REGULATIONS 2013

  • This legislation offers you the following cancellation rights when you buy online or by phone

  • You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.

  • Your right to return or cancel products does not apply to goods that are made to measure or are made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly. This doesn't affect your statutory rights if goods are faulty or not as described.
    Examples of items that cannot be returned (include but are not limited to the following examples):

    • ​Perishable items i.e. temperature controlled food/medication

    • Items that have been opened/used (unless found to be faulty.)

    • Items that have been opened/used even though you believed is different from your expectation or description. If you believed the product is not what you are expected, you should not open or use it. We will offer you a refund if the product is not as description or with confusions, but you should act sufficient goodwill by not using or opening the products.

  • If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.
    To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.

  • You can cancel by email notification.

  • If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).

  • We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.

  • Please see our Refund policy for further details.

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GENERAL TERMS​

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INTELLECTUAL PROPERTY AND RIGHT TO USE

  • You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website shall remain at all times vested in us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.

  • You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may (if necessary to make a Purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.


COMPLIANCE WITH LAWS

  • The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.

 

LIMITATION OF LIABILITY

  • While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implied in relation to its accuracy. The Website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.

  • We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.

  • To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.

  • We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:

    • ​any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or

    • ​any loss of goodwill or reputation; or

    • any special or indirect losses

    • suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.

  • We have strict management policies to ensure food products to store properly at temperature-controlled warehouses. We makes no warranty that the products are in perfect conditions due to uncontrolled conditions beyond our capabilities. It is your responsibility to double check with the conditions of food before feeding your pets. 

  • We will not be liable with the economic, emotional and other losses due caused by problematic foods feeding to your pets. 

  • In the case of food quality originated from the manufacturers (such as the food are found to likely cause healthy problems), we will recall the products and send you immediate notifications. But we are not liable to any losses caused as it is beyond our control.

 

SEVERANCE

  • If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions.

 

WAIVER

  • No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.

 

SURVIVAL

  • Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.

 

ENTIRE AGREEMENT

  • These Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what ViolaPets and you are expected to do. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your Statutory Rights are not affected by these terms and conditions. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions.

 

LAW

  • The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.

 

CONTACT

  • For any queries regarding our service, please contact us via email via the Customer services essential information page.

  • Our company details are:

    • ViolaPets (r/a HOLAPETS LTD.)

    • Trading Address: 3 Hawthorne Crescent, London SE10 9GA

    • Registered in England. Company registration number: 12373739

    • VAT no: GB398899193

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