Terms & Conditions

Our terms

These terms
1. What these terms cover. These are the terms and conditions on which we supply all goods and services to you both now and in the future. If you buy goods or services on our site you agree to be bound by these terms.
2. Why you should read them. Please read these terms and our Privacy Policy 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 (if applicable to your order), what to do if there is a problem and other important information.
3. Which terms apply to you. Because we provide different types of services and goods, these terms are separated up into Parts A, B, C and D.
  Part A applies to all goods and services you purchase from us;
  Part B applies to “Subscription Orders” and should be read in conjunction with Part A;
  Part C applies to “One-Time Purchases” and should be read in conjunction with Part A; and
  Part D applies to “Itch Insure” and should be read to understand more about how we sell the insurance product and who your insurer is.
4. Purchasing multiple services or goods. If you make an order combining different Itch products, for instance, you make a One-Time Purchase of parasite protection for your dog but at the same time you also start a subscription for Clean Bowls and purchase Itch Insure, the relevant Parts of these terms and conditions will apply to the different products in your order.
5. Separate contracts. Each order for a product or subscription will form a separate contract between you and Itch on the applicable terms and conditions (even if you order different products or subscriptions at the same time). This may mean that your contract with us for each product starts at the same time but ends on different dates, depending on the product you have purchased.
If you have any questions about the Parts which may be applicable to your order, please let us know before you order any of our products or subscriptions.

Part A
This Part A is applicable to all services you purchase from us.

Information about us and how to contact us
1. Who we are. We are Itch Petcare Limited a company incorporated in England and Wales, under company registration number 11403257 with our registered office at Unit 7 Maple Park, Low Fields Avenue, Leeds, West Yorkshire, LS12 6HH.
2. How to contact us. You can contact us by calling our customer service team on 020 3370 0905 between 8am and 4pm, Monday to Friday, by email at [email protected] or by writing to us at Itch Petcare, 7 Maple Park, Low Fields Avenue, Leeds, LS12 6HH.
3. How we may contact you. 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 order.
4. Your privacy and personal information. Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.
5. “Writing” includes emails. When we use the words "writing" or "written" in these terms, this includes email but not fax.
6. “Working day” means Monday to Friday on any day which is not a bank or public holiday in the UK.
Your account
1. Here at Itch, we offer a range of products including parasite protection, nutrition (our “Itch Clean Bowls” range), functional treats, supplements and dental & ear products.
2. You must at all times provide us and keep us updated with accurate contact and payment information. If you pay using a credit or debit card you will be asked to set up a Continuous Payment Authority. We’ve added some information about the CPA in condition 12 below.
3. If you need to update your details, simply log into your account at itchpet.com, then navigate to your account section. If you have forgotten your password, simply follow the link on the log-in page to reset it.
We will only use your personal information as set out in our Privacy Policy.
Ordering from us
1. Orders. To place an order for your chosen product, you will need to register for an account on our website at itchpet.com. Then, you can place an order with us by following the steps in Part B or C below (depending on whether you would like a Subscription Order or a One-Time Purchase). Please read and check your order carefully before submitting it. You will be able to correct any errors before submitting your order to us.
2. Eligibility. By placing an order, you warrant that you are at least 18 years of age. If you are under the age of 18, you may not place an order for our goods. 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 (as amended from time to time) or that you have acted in breach 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. Availability. Subscription Orders and One-Time Purchases are only available in mainland UK, Northern Ireland and the Channel Islands.
4. When orders aren’t accepted. In some unfortunate circumstances we may have to contact you to say that we cannot or will not accept your order. Reasons for this may typically be because goods or services are unavailable; we cannot authorise your payment; you are not allowed to buy the goods from us (e.g. you’re not eligible); we are not allowed to sell the goods to you; you have ordered too many goods; or there has been a mistake on the pricing or description of the goods.
5. Legal contract. See Part B or C for more information about when your order has been confirmed. Once confirmed, a legally binding contract will be in place between you and us and we can enforce these terms. Each purchase that you make will be a separate binding contract between us, on the terms applicable to your order (see condition 1). If this contract is ended it will not affect our right to receive any money which you owe to us under this contract, or, any other contract that you may have with us.
6. Cooling-off period. You have 14 days following the date on which you receive your first box (for Subscription Orders) or receive your order (for One-Time Purchases) to change your mind. If you exercise your right to cancel within the cooling-off period, you must return the goods to us within 14 days of notifying us of the cancellation in the same condition you receive them. If you cancel during the 14-day cooling-off period and we have already charged you, you will receive a full refund of the money paid. To cancel your order, please contact our Customer Services team on 020 3370 0905 or by emailing [email protected] stating your subscription order number, email address and full name.
Your pet
The box (or other goods) that we send you (dependent on whether you would like a Subscription Order or a One-Time Purchase) will be tailored to your pet’s requirements and therefore it is important that you provide us with complete and accurate details as requested by us from time to time. You also acknowledge and agree that the goods that we send to you are for use by you in respect of your pet only, and not for the benefit or use of any third party. We will not be responsible for any injury or other damage caused as a result of our reliance on any information provided by you to us or the use of the products by any third party.
Defective goods
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.
Condition 7 (Returns) confirms how you can return the goods to us and condition 8 (Refunds) sets out details of how and when refunds will be made.
Returns
1. To return the goods to us, all you need to do is pack everything up securely in its original packaging and post it back to us at the following address: Itch Petcare, 7 Maple Park, Low Fields Avenue, Leeds, LS12 6HH. Please remember to get proof of postage.
2. Because of the nature of our goods, unless an item is faulty, we can only accept returns of unsealed and undamaged goods.
3. Unless the goods we have supplied are faulty, you must pay the costs of returning the goods to us.
In the unlikely event that your order has arrived damaged, please contact our customer services team on 020 3370 0905 or email us at [email protected].
Refunds
1. How we will refund you. We will refund you the price you paid for the goods, including delivery costs (if applicable), by the method you used for payment. However, we may make deductions from the price, as described below.
2. Deductions from refunds if you are exercising your right to cancel. If you are exercising your right to cancel:
  (a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
  (b) The maximum refund for initial delivery costs (if any) will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer a premium delivery service at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
3. When your refund will be made. We will make any refunds due to you within 14 days from the day on which we receive the goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us.
SatITCHfaction Guarantee - Supplements
We know that pets can be fussy eaters so we offer a SAT-itch-FACTION guarantee on all our supplements (Best in Show, Chill Chews and Jump for Joy). This means that if your pet turns their nose up at them within 28 days of your purchase date then you can claim a full refund on the cost of your supplement subscription and we will cancel all future payments at no extra cost. We do have a few conditions:
1. You must have called the itch Customer Care team on 020 3370 0905 within 28 days of your purchase date to be eligible to claim. We may ask you for further information or evidence to support your claim, as well as give helpful feeding tips and advice.
2. We will only guarantee the first order of supplement delivered after you subscribe and we will only honour one claim per pet in any 24 month period (up to a maximum of 3 pets). If your pet changes their mind part way through your subscription then you can cancel under our standard terms which you can find in condition 12.
3. Any payment made under the guarantee will only be paid to the card or Paypal account registered to your Itch account.
4. We can withdraw the guarantee at any time by removing it from our website at itchpet.com.
5. If we reasonably believe that you have placed an order with the sole intention of claiming under the guarantee or that we are subject to an attempted fraud we reserve the right to refuse to pay out and to terminate the customer’s account and subscription.
SatITCHfaction Guarantee - Chill Out
We know that it can feel like a challenge to calm anxious cats so we offer SAT-itch-FACTION guarantee on our Chill Out calming pheromone diffuser. This means that if you don’t think your cat is more visibly calm within 30 days of your purchase date then you can claim a full refund on the cost of your Chill Out subscription and we will cancel all future payments at no extra cost. We do have a few conditions:
1. You must have called the Itch Customer Care team on 020 3370 0905 within 30 days of your purchase date to be eligible to claim. We will ask you for further information or evidence to support your claim, as well as give helpful tips and advice to make sure you’re making the most of our diffuser.
2. We will only guarantee the first order delivered after you subscribe and we will only honour one claim per pet in any 24 month period (up to a maximum of 3 pets). If you change your mind part way through your subscription then you can cancel under our standard terms which you can find in condition 12.
3. Any payment made under the guarantee will only be paid to the card or Paypal account registered to your Itch account.
4. We can withdraw the guarantee at any time by removing it from our website at itchpet.com.
5. If we reasonably believe that you have placed an order with the sole intention of claiming under the guarantee or that we are subject to an attempted fraud we reserve the right to refuse to pay out and to terminate the customer’s account and subscription.
Other important terms
1. We may transfer this contract to someone else. We may transfer our rights and obligations under these terms to another organisation.
2. Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms except as explained in condition 19.1. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
3. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
4. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the goods, we can still require you to make the payment at a later date.
5. Our liability. Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any losses that were not foreseeable to you and us when the contract was formed; losses that were not caused by any breach on our part; business losses; or losses to non-consumers.
6. Goods may vary slightly from their pictures. All photography is for illustrative purposes only and the actual item may vary in colour, design and size. The packaging of the goods and any products that you order from us may vary from that shown in images on our website and our app.
7. Changing these terms. We reserve the right to amend these terms and conditions from time to time. Any substantial change will be notified on our website and on our app.
8. Complaints. We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the goods or services you ordered, our service to you or any other matter, please contact us as soon as possible by using the contact details in condition 2.2.

Part B
This Part B is applicable to “Subscription Orders” and should be read in conjunction with Part A.

Our contract with you for Subscription Orders
1. How does it work. You will be required to tell us about your pet and the type of goods you need when you place your Subscription Order. If we accept your Subscription Order, we will send you at regular intervals as communicated to you at the time of your order, a box including your pet’s flea treatment and any additional items that you have added to your subscription. In these terms and conditions, any reference to “first box” should be read as meaning the first box we send to you once your Subscription Order has been accepted. Any reference to a “box” is any other Subscription Order box you receive from us, after your first box.
2. How we will accept your Subscription Order. Our acceptance of your Subscription Order and formation of a binding contract occurs when we send you a confirmation email with details of your “subscription”. If we choose to end 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. Our Itch Wormer products will be delivered on a monthly or quarterly basis.
4. Pause your subscription. You can pause your subscription for 1 month at a time. After the pause period, your subscription will automatically renew on the same terms as previous. If you have used our Pre-pay service on our subscription products, you will not be refunded if you pause your subscription.
5. Delivery dates. You can move your delivery date for our Subscription Order products by (a) bringing it closer, from 4 days following the date of your request; or (b) pushing your delivery back by up to 14 days. This is subject to availability.
Subscription order duration and cancellation
1. Terminating your subscription. There is no long term commitment attached to our monthly subscription services; you can cancel your subscription any time by contacting our Customer Services team on 020 3370 0905 or by emailing [email protected] stating your subscription order number, email address and full name. We will renew your subscription monthly; every 3 months; every 6 months; or every 12 months depending on our original agreement with you, based on the preferences you submitted.
2. If you choose to purchase a 3, 6 or 12 month subscription up front (Pre-pay), we will email you to remind you when your contract is up for renewal. Unless agreed otherwise, your contract will be renewed on a monthly basis following the initial period.
  Please note that you will still be charged for any Subscription Order box which is dispatched before we receive your notice of cancellation.
3. If you pay by using a credit or debit card, we will set up a Continuous Payment Authority (CPA) which allows us to charge your card at regular intervals depending on our agreement. You automatically opt into CPA when you buy a subscription with us. You can cancel your CPA at any time by calling us or contacting your card provider.
One month free trial and other offers for Subscription Orders
1. The flea treatment in your first box will be free of charge. You will only be required to pay for (i) items that you add to your subscription in addition to the flea treatment and (ii) a posting and packaging charge of £2.99 (the Offer).
2. The Offer only applies to your first box, up to a maximum of the first 3 pets in your household only. After delivery of your first box, you will be required to pay for all products included in any subsequent boxes (including the flea treatment) unless you have Pre-paid.
3. The Offer is limited and can only be used once per email and per household. We reserve the right to monitor and investigate any orders placed.
4. Itch reserves the right to vary any and all elements of any offer, voucher or discount code displayed on our website, at any time without notice.
5. Itch is a rebillable Subscription Order service and if you do not wish to continue you must cancel your subscription before your next billing date. If you do not cancel, you will be billed for your next pack at the standard rate.
6. We may post supplementary promotional terms and conditions to our site from time to time.
Delivery of Subscription Orders
1. Your first Subscription Order box will be sent to the address you provided to us during the order process within four working days of you placing your Subscription Order, with subsequent boxes to follow each month at the same address (unless you inform us of a change of details in accordance with condition 3) around the day you placed your initial subscription (Dispatch Day). An email confirmation will be sent to the email address you entered at the checkout to confirm each dispatch.
2. You can change your Dispatch Day at any time by logging into your account at itchpet.com. If you change your Dispatch Day during the course of a month after we have taken payment, then the change to the Dispatch Day will only take effect from the following month.
3. We use Whistl and Evri to deliver our Subscription Order boxes. With the exception of the posting and packaging charges associated with the delivery of the first box (as provided under condition 14.1), we will not charge you for the cost of delivery of the boxes.
4. Lost items. If you have an item which you believe is lost and today's date is more than seven working days after the date of despatch specified in the despatch confirmation email, please email [email protected] stating your order number, email address and full name. We will investigate the issue and may offer you a replacement box. We will monitor lost items reports and reserve the right to terminate our contract with you where those reports indicate fraudulent activity.
5. Damaged order. Please contact our Customer Services team within 24 hours of receipt of your order at [email protected]. Please do not throw the packaging away as you may be asked to return it or take photographs of the damaged parcel/contents.
6. If our supply of the goods 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 goods you have paid for but not received.
7. If you are not at home when the goods are delivered. Our boxes 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, Whistl will leave you a note informing you of how to collect the goods from your local sorting office. Please ensure that the delivery address you enter is correct. Goods that are returned to us will incur a further delivery charge.
Price and payment of Subscription Orders
1. Cost. By ordering a Subscription Order and providing us with your payment information, you authorise us to charge you the delivery costs for your first box and a recurring monthly subscription fee on or around the Despatch Day at the then current rate. We reserve the right to vary our prices from time to time. By ordering products on our website, you authorise us to charge you for the delivery costs of the product(s).
2. We will pass on changes in the rate of VAT. If the rate of VAT during the course of our contract with you changes, we will adjust the rate of VAT that you pay.
3. What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the goods we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the price of the goods at your order date is less than our stated price at your Subscription Order date, we will charge the lower amount. If the price of the goods at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your Subscription 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.
4. How you must pay. We accept payment with VISA, Maestro, Mastercard and PayPal.
5. Should your monthly Subscription Order payment fail, we will continue to attempt to take payment for the next 30 days. If your payment method fails for one time purchases of our products, we will notify you of such failure so that you can update your payment method before we accept your order.

Part C
This Part C is applicable to “One-Time Purchases” and should be read in conjunction with Part A.

Our contract with you for One-Time Purchases
1. How it works. You will be required to tell us about your pet and the type of goods you need when you place your One-Time Purchase. If we accept your One-Time Purchase, we will send you, as communicated to you at the time of your order, one box including your pet’s flea treatment and any additional items that you have added to your One-Time Purchase.
2. How we will accept your One-Time Purchase. Our acceptance of your One-Time Purchase and formation of a binding contract occurs when we send you a confirmation email with details of your One-Time Purchase. If we choose to end 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. Lost items. If you have an item which you believe is lost and today's date is more than seven working days after the date of despatch specified in the despatch confirmation email, please email [email protected] stating your order number, email address and full name. We will investigate the issue and may offer you a replacement box. We will monitor lost items reports and reserve the right to terminate our contract with you where those reports indicate fraudulent activity.
4. Damaged order. Please contact our Customer Services team within 24 hours of receipt of your order at [email protected]. Please do not throw the packaging away as you may be asked to return it or take photographs of the damaged parcel/contents.
5. If our supply of the goods 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 goods you have paid for but not received.
6. If you are not at home when the goods are delivered. Our boxes 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, Whistl will leave you a note informing you of how to collect the goods from your local sorting office. Please ensure that the delivery address you enter is correct. Goods that are returned to us will incur a further delivery charge.
Price and payment of One-Time Purchases
1. Cost. By ordering a One-Time Purchase and providing us with your payment information, you authorise us to charge you the delivery costs for your box on or around the Dispatch Day at the then current rate. We reserve the right to vary our prices from time to time as displayed on our website. By ordering products on our website, you authorise us to charge you for the delivery costs of the product(s).
2. We will pass on changes in the rate of VAT. If the rate of VAT during the course of our contract with you changes, we will adjust the rate of VAT that you pay.
3. What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the goods we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the price of the goods at your order date is less than our stated price at your order date, we will charge the lower amount. If the price of the goods at your order date is higher than the price stated to you, 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.
4. How you must pay. We accept payment with VISA, Maestro, Mastercard and PayPal.
5. Should your payment fail, we will continue to attempt to take payment for the next 30 days. If your payment method fails for one time purchases of our products, we will notify you of such failure so that you can update your payment method before we accept your One-Time Purchase.
6. Delivery. Your box will be sent to the address you provided to us during the order process within four working days of you placing your order. An email confirmation will be sent to the email address you entered at the checkout to confirm despatch.

Part D
This Part D applies to “Itch Insure” purchases only.

Itch Insure
1. We offer insurance cover called “itch.insure” for Cats and Dogs. Although we offer this product to our customers, we are not an insurer so we cannot arrange or manage your policy. We just introduce you the insurer and they take it from there.
2. Insurance is regulated in the UK so if you want to check out our status then you can look up the insurer’s details with the UK’s Financial Conduct Authority and confirm that we act as their Appointed Representative. Here is the information you will need:
  itch.insure is arranged, administered, and underwritten by Pinnacle Insurance plc.
  Itch Petcare Limited is an Introducer Appointed Representative of Pinnacle Insurance plc which is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Pinnacle Insurance plc is registered in England and Wales (no: 1007798) with its Registered Office at Pinnacle House, A1 Barnet Way, Borehamwood, Hertfordshire, WD6 2XX.
  Pinnacle Insurance plc is registered with the Financial Conduct Authority no: 110866. The FCA’s website and register of regulated firms can be found here: https://register.fca.org.uk/s/

Last updated: 11th May 2023

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