1. PLEASE READ
Please read these terms carefully as they set out the terms and conditions on which we supply products to you.
Please read these terms carefully before you submit your order to us. We may change these terms so please check from time to time to take note of any changes.
2. ABOUT US
Piddle Patch is a trading name of Makeality Limited, a company registered in England and Wales with company number 10148967. Our registered office is at 7 Bell Yard, London, WC2A 2JR.
We can be contacted at the following email address info@piddlepatch.com.
If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
When we use the words “writing” or “written” in these terms, this includes emails.
3. ORDERING FROM PIDDLE PATCH®
By purchasing any product from us you are agreeing to these terms of sale. If you do not agree with these terms of sale, you must not place an order with us.
4. PLACING AN ORDER
You are able to place an order through our online store. Once your order has been placed we will send an email to you to confirm that your order has been accepted and our contract with you will come into force.
There may be instances where we are unable to accept your order for example because the product is out of stock, we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified. If this is the case, we will send an email confirming that we have rejected your order and refund any charges for the product.
If there are any issues with your order or you would like to change your order, please send us an email ensuring you include your order number. We will let you know if the change is possible. If it is possible to accept your requested change, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change, and we will ask you to confirm whether you wish to go ahead with the change. If we are not able to make the requested change, it may be possible to cancel your order – please see our Refunds and Cancellation section below.
Any products will be owned by you once we have received payment in full. These products will be your responsibility from the time we deliver the product to the address you give us or to a carrier organised by you.
We may end the contract for a product at any time by writing to you if:
- you do not make any payment to us when it is due and you still do not make payment within seven days of us reminding you that payment is due;
- you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or
- you do not, within a reasonable time, allow us to deliver the products to you.
If we end the contract in the situations set out in the paragraph above, we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
5. OUR PRODUCTS AND PRICES
The price of our individual and subscription Piddle Patch® products (which includes VAT) is displayed on our website and will be confirmed on the order page. Products must be paid for before we supply them to you, unless stated otherwise.
We take all reasonable care to ensure that the price of the product advised to you is correct. There may be instances where our products are incorrectly priced. We will normally check prices before accepting your order and where the price is lower, charge a lower amount, or where a price is higher, email you to confirm the higher cost and give you the opportunity to cancel your order. If we accept and process your order where a pricing error is obvious and unmistakeable 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 products provided to you.
If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
We accept the following payment methods: Visa and Mastercard.
Piddle Patch® products are made with natural grass. We do not guarantee that the products will be completely free from organisms, minerals or other matter found in natural grass.
Piddle Patch® products are designed for short term use and we recommend that you renew the grass regularly to avoid any leaks or hygiene issues. It may be necessary to renew the grass more often depending on how frequently your Piddle Patch® product is used. Depending on how frequently our Piddle Patch® grass products are watered, and how often they are used by your pet, they may become saturated over time, causing liquid to seep through the bottom of the product or otherwise escape. You should therefore take care not to use the product on surfaces that may be damaged by liquids and/or take steps to ensure that an appropriate liquid-proof barrier is placed between the product and the surface beneath it. You should also regularly check your Piddle Patch® product and replace it immediately if it becomes saturated. We will not be liable for damage resulting from the escape of liquid from your Piddle Patch® product, unless it is faulty.
The images of the products on our website are for illustrative purposes only. We are not able to guarantee that an image on our website has been accurately displayed on your device. Your product may therefore vary slightly from those images. Please note that our Piddle Patch® grass products are made from real grass, which is subject to natural variations in texture and thickness, as well as in the colour and length of the grass. Various factors affect the appearance and life-span of the grass, including the time of year, exposure to heat, cold and sunlight, under-watering and over-watering, how often it is used by your pet and the amount of urine to which it is exposed. All of these factors will affect both the appearance and usable life of the product. This is normal for a product made from natural grass and does not mean that it is faulty.
Packaging of the product may vary from that shown in images on our website. If you have any specific packaging requirements, please contact us in advance of placing an order.
We may make changes to our products:
- to reflect changes in relevant laws and regulatory requirements; or
- to implement minor adjustments and improvements. These changes will not affect your use of the product.
If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 2% a year above the base lending rate of HSBC Bank Plc from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
6. SUBSTITUTES TO YOUR ORDER
If for any reason, we are not able to provide a product to you after we have accepted your order, we will attempt to provide a suitable substitution for the same or lower price, for instance, a different sized Piddle Patch®. If we are unable to supply a particular product we shall not be liable to you for any losses but we will provide a refund.
7. DELIVERY
The costs and the timeline for delivery will be as displayed on our website during the order process and the following terms will apply:
- If you have ordered a one-off product we will aim to deliver this to you within 7 days but the very latest we will deliver products to you is within 30 days after the day we email you to confirm we accept your order (unless you have requested delivery on a specific date, in which case we will deliver on that date or as close to it as possible).
- If you have ordered a subscription to receive products, we will supply the products to you at the intervals requested (subject to any subsequent changes you make) until any subscription expires or until you or we cancel it.
We will use a reputable courier company to deliver your products.
We only sell our products in the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK.
8. DELIVERY AND DELAYS
If delivery of products 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, including any deterioration of the grass product (provided that it remains useable). If there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
If after a failed delivery attempt to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. We will not be responsible for any deterioration of the grass product due to a failed delivery (including if the product becomes unusable) and we will not be required to refund any amount as long as we have made reasonable efforts to deliver the products to you.
We may need certain information from you to enable us to supply the products to you, for example, your delivery address – we will ask for any information required in the description of the products. We may cancel the order if you provide us with incomplete or inappropriate information. If you are not able to provide complete and accurate information within a reasonable time frame there may be a delay in delivery.
9. SUBSCRIPTIONS
Where you are able to purchase a Piddle Patch® product on a recurring subscription basis, the supply of the product will automatically renew at the end of each subscription period unless you cancel the subscription by giving us two weeks’ notice by email. The cancellation will take effect the day after the last day of your current subscription period.
In the event that any payment of a subscription fails we may cease the supply of our product until any outstanding charges have been paid in full.
We may change the subscription charge at any time. If we do so, we will send you an email a reasonable time in advance to tell you the new price and the date from which it will apply. Unless you cancel your subscription before the price change takes effect, the change will take effect from the next subscription period following the date of the price change and you will be deemed to accept the new price if you do not unsubscribe.
We may write to you to let you know that we are going to stop providing the product. We will let you know at least seven days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.
10. GIFT VOUCHERS
It may be possible to purchase gift vouchers for Piddle Patch® products. In some cases, gift vouchers may not be used for certain items. Any restrictions will be clearly displayed on our website and on the order page for the gift voucher.
We will not be able to refund or replace a gift voucher so you should treat a voucher as if it were cash.
Gift vouchers are not covered by the Financial Services Compensation Scheme. In the unlikely event that we become insolvent, your gift voucher may not be available to spend.
Gift vouchers cannot be exchanged for cash.
11. REFERRALS AND PROMOTIONAL OFFERS
We may provide promotional offers as part of a promotion or as a result of referring a new Piddle Patch® customer to us.
Individual customers will be assigned their own code to share with friends and family. If a purchase is made using your code, we will offer a discount to the new customer and credit your account with a certain amount to be redeemed against Piddle Patch® products.
Redeeming any offers may be subject to additional terms and conditions. We reserve the right to withdraw or change a promotion for any reason.
Codes must only be used for their intended purpose. Codes must not be shared, transferred or made available to the general public via social media or otherwise without our prior permission. Codes may not be exchanged for cash and may expire prior to their use.
12. REFUNDS, EXCHANGES AND CANCELLATIONS
Please contact us if you have any issues with your order or Piddle Patch® product. We can be contacted by email at info@piddlepatch.com.
An order for any perishable Piddle Patch® product (such as our natural grass products) cannot be cancelled or refunded once your order has been harvested, as it is then a perishable product that cannot be resold and is subject to deterioration.
This does not apply to products that are not perishable.
You are able to cancel your order and request a refund or exchange if the products we have supplied are faulty or misdescribed, or if you change your mind within 14 days of placing your order. This does not apply to perishable products.
Unless a product is faulty, unfortunately, we are not able to provide refunds or exchanges where:
- You have ordered a customised product and the customisation of the product has already taken place at the time you wish to cancel; or
- You have ordered a perishable product; or
- Products are not returned in a clean, undamaged, resalable condition.
Should you wish to cancel an order after products have been sent to you or you have received them, you must return them to us (but please note that perishable Piddle Patch® products cannot be cancelled or returned once they have been despatched; if there is an issue with one of these products, please email us at info@piddlepatch.com with your order number, description of the problem, and photos documenting it).
If you are exercising your right to change your mind you must send off the products within 14 days of telling us you wish to end the contract. We will pay the costs of return if:
- the products are faulty or misdescribed; or
- you are ending the contract because we have told you of an upcoming change to the product or an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
We will refund you the price you paid for the products including delivery costs, by the method you used for payment. We may make deductions from the price if the value of the products is reduced by your handling of them.
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
We will make any refunds due to you as soon as possible but at least within 14 days from the day we receive the products or you notify us that you wish to cancel your order if the products have not been dispatched.
13. LIABILITY
If we do not comply with these terms, we shall be responsible for any loss or damage which could be foreseen at the time we accept your order but we are not responsible for any loss or damage that is not foreseeable (loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen). Except as detailed below, all other liability is excluded. Nothing in these terms affects your statutory rights.
Piddle Patch® products are made from living grass, which is grown on a base made from recycled textiles. You are solely responsible for confirming whether our Piddle Patch® products are suitable for your pet and for your home. Among other things, you should consider any tendency of your pet to chew and consume materials that are not food stuffs. We will not be responsible or liable for any loss or damage (including any adverse effect on your pet) arising from consumption of the product.
You should also consider how often Piddle Patch® grass products are watered, and how often they are used by your pet, as they may become saturated over time, causing liquid to seep through the bottom or otherwise escape. You should therefore take care not to use the product on surfaces that may be damaged by liquids and/or take steps to ensure that an appropriate liquid-proof barrier is placed between the product and the surface beneath it. You should regularly check your Piddle Patch® product and replace it immediately if it becomes saturated. We will not be responsible or liable for damage resulting from the escape of liquid from your Piddle Patch® product, unless it is faulty.
Please contact us with any queries about our Piddle Patch® products.
We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We do not exclude any liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, fraudulent behaviour or for breach of your legal rights in relation to the products.
14. PERSONAL INFORMATION
We will only use your personal information as set out in our Privacy Policy.
15. GENERAL TERMS
We shall be permitted to transfer our rights and obligations under these terms to another party. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under these terms.
You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
This contract is between you and us. No other person shall have any rights under these terms.
Each of the paragraphs of these terms operates separately. If any of them are decided by a court or relevant authority to be unlawful, they shall be deemed to be replaced a clause that, so far as possible, gives effect to the original intention of the relevant wording. The remainder of these terms shall remain in full force and effect.
Any delay in enforcing our rights or bringing an action against you shall not be a waiver of our rights. Even if we delay in enforcing this contract, we can still enforce it later. For example, if you miss a payment and we do not chase you, but we continue to provide the products, we can still require you to make the payment at a later date.
These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.