About us
Pickles&Co LTD is a company incorporated in England and Wales with registered number 11358944 whose registered address is 1 Poultry, EC2R 8EJ and operates the Website https://pickles.co. The registered VAT number is 299485820.
You can contact Pickles&Co LTD by email on info@pickles.co
Our Membership Approach
Access to our “Veterinary Care Services” at our clinic locations remain exclusive for registered and paying members and pets with a “Pickles Membership” plan only. Information on how to join and our membership options can be found here at https://pickles.co/join or by contacting one of our team.
Our Veterinary Care Services to members
Pickles endeavours to provide to its members “Veterinary Care Services” in accordance with the guidelines and professional conduct standards for veterinary surgeons and nurses of the Royal College of Veterinary Surgeons (RCVS). Guidelines can be found here at www.rcvs.co.uk
Non membership services
In line with RCVS code of conduct, emergency first aid and pain relief services, including euthansia where appropriate, may be provided to non Pickles members at our veterinary surgeons discretion to to relieve an animal’s pain and suffering.
Pickles Membership
“Pickles Membership” is a rolling annual membership that entitles all members to access our “Veterinary Care Services” as well as additional benefits and services as advertised.
Pickles membership is not an insurance policy and does not replace our recommendation to source Pet Health Insurance for your pet.
By becoming a Pickles member you confirm that you wish to enter a contract for membership with Pickles&Co Ltd subject to these terms and conditions and should be read in conjunction with our Terms of Business. By paying for membership and/or accepting services and treatment you are agreeing to these terms and conditions.
Additional membership benefits and services
During the course of your annual membership your additional benefits and entitlements include, but not limited to:
Unlimited in person check ups and consultations (subject to fair use policy); any required annual vaccination (excluding rabies); microchipping where required; online and in app pet profile and medical records; vet video & chat available during advertised hours; complementary home delivery for medications and food.
Any treatment or services provided to address any conditions required for your pet will carry additional charges and subject to our standard Terms of Business. Your Pickles membership does not include Out of Hours Emergency cover provided at other veterinary surgeries.
Use of membership services and fair use
Using the available and included membership services within the annual period remains your responsibility and can’t be carried forward into next year's membership period.
There may be instances where we are unable to provide the membership services for reasons beyond our reasonable control. These include, but not limited to, the absence or illness of suitably qualified veterinary staff. In these rare circumstances we will do what we can reasonably and practicably do to accommodate your pet with an alternative solution. We will not however be liable to you for a failure to deliver the services and benefits in these circumstances.
To ensure equal access for all our members, Pickles operates a fair usage policy - in particular to the number and nature of in clinic and digital veterinary consultations. In the event that Pickles undertakes an unreasonably large number of consultations for an individual member then the fair usage policy may apply. Fair usage will be determined by Pickles at its sole discretion. If we in our sole opinion decide that your usage does not reflect the membership paid for, we will contact you to let you know and discuss your alternatives. This may require the payment of additional fees or result in a request to limit what we consider to be the excess usage.
Fees
Your membership fee is charged per pet and will be taken at the point of sign up. Your membership will renew automatically on the anniversary of the date your pet became a Pickles member.
We reserve the right to amend membership fees yearly and will tell you at least 30 days in advance when there is to be a change in fee.
Any membership taken out and paid before the opening of our first location/clinic will have the membership start date set to the advertised first day of opening when services and goods will become available. The subsequent annual renewal date will be set 12 months after this date.
Multi Pet Discount Discount
Should you be lucky enough to have more than one pet, a £10 annual discount will be available for each additional pet that becomes a Pickles member.
Pickles reserves the right to amend or remove this offer at any time.
Ending your membership and/or cancellation
Your membership runs and is paid for annually and will auto renew every 12months. To cancel your annual membership you must give us more than 30 days’ notice ahead of the end of your current 12-month period. If you choose to cancel at any other time, no refunds will be available and your membership access and benefits will cease at the end of your current 12-month period.
You will have a 14 day (“cooling off”) period from the start of your membership to change your mind and terminate your agreement by contacting one of our team. If you do this, we will charge you the cost of any products and services you have received up to the date of cancellation (prior to issuing any refund if applicable).
In the sad and unfortunate event that your pet is deceased or lost during your membership period, Pickles may, at its sole discretion, refund you the pro rata amount of your annual membership fee.
Any client who has taken out and paid for their pets membership before the opening of our first location/clinic will have the right to cancel and receive a refund for their fees paid at any stage before the advertised opening date. Following the opening of Pickles first location/clinic, clients will be bound by the standard membership cancellation terms and conditions.
We reserve the right to terminate your membership immediately for any reason at our discretion provided we have reasonable grounds to do so.
Limited membership numbers and waiting list
To ensure Pickles is able to deliver the level of service we aspire to provide, membership is limited to a capped number of pet members per clinic. The capped number remains at the sole discretion of Pickles and is subject to regular change.
When the membership cap has been reached, Pickles will advertise and operate a waiting list to new clients and their pets.
Pickles will endeavour to make membership available to new members as soon as practicable and does not remain responsible if you are unable to secure veterinary care for your pet.
Veterinary Care Services
Pet health insurance
Treatment for unexpected pet illness or injury can be covered by Pet Health Insurance and Pickles strongly supports you insuring your pet. For general advice on pet insurance please speak to one of the team however any contract of insurance remains between you and your insurer.
Pickles will endeavour to support and complete any insurance claim or form as soon as possible. Requests for direct claims, where the insurer pays us directly, are only available by prior agreement and must be accompanied with a completed claim form, pre authorisation from your insurer and possible deposit. If your insurance company fails to cover the full cost of treatment, any debt or shortfall will be subject to full payment by you.
Microchipping, vaccination & parasite Control
Pickles strongly advocates having your pet regularly vaccinated and protected for parasites where appropriate or needed. It is your responsibility to ensure these are kept up to date and a member of the team can provide with you advice on the best course of care to do so.
Microchipping is required by law for dogs and it will be a legal requirement to have all cats microchipped in 2022. We advise all pet owners to have their pet microchipped to support the protection and identification of your pet should they go missing.
Dispensing of medications, drugs and prescriptions
Pickles can only prescribe Prescription Only Medicines, Category V (POM-Vs) for animals under our veterinary surgeons’ care and following a clinical assessment. We are able to provide and supply POM-Vs if presented with a written prescription from another veterinary surgeon.
The general approach of our practices is to re-check any animal requiring repeat medications every 3 months however this may vary and remains at the sole discretion of our veterinary surgeons.
Pickles can provide a written prescription for medications when requested, enabling you to obtain medicines from another veterinary surgeon, pharmacy or supplier. There is usually a charge for this service and details can be provided from a member of the team. Please note that written prescriptions may not be appropriate if your animal requires urgent or immediate treatment.
Out of hours service
When Pickles&Co Ltd is closed, an out of hours care will be provided. Pickles&Co Ltd is not responsible nor accountable for the services provided by them and separate costs and fees may be associated with your visit and not included with any Pickles Membership or Subscription.
Availability of reminders and app records
Where possible, we will provide notifications, reminders and advice to help prompt you on specific dates for your pets routine healthcare. It remains your responsibility to ensure your pet’s healthcare is kept up to date alongside booking the appropriate health checks and appointments. We are not responsible for the loss or inability to receive or access such reminders nor accountable should your pet become overdue for any advised routine healthcare. This includes, but not limited to health checks, vaccinations, dental care and parasite treatment.
Terms of Business
Fees & Charges
All fees for professional services, advice and goods are subject to VAT at the applicable rate. Professional fees are set and based on the time and complexity spent on a case & according to the medicines, consumables and materials used. An itemised invoice for every consultation, service & transaction will be made available to you.
Estimates of Treatment Costs
We will provide estimates on the likely costs for the treatment of a condition or surgery/procedure to be carried out. These can be provided orally, in writing or through the app and will be provided when your informed consent for a veterinary procedure or care is requested. Your animal's illness or condition will not always progress as expected and unforeseen expenses may occur. Should likely further costs be expected, we will endeavour to contact you and discuss these before continuing care depending on your pet’s safety and wellbeing.
Payment terms
All fees for services and goods, above those provided as part of your “Pickles Membership” entitlement or benefit, are due at the time of your consultation, treatment or discharge of pet. Products, including medicines and food, may only be released when paid for at the time of collection. We only accept payment by card.
For any account remaining unpaid, we reserve the right to take such action as we consider appropriate to recover our fees. Your contact details and accounts may be passed to a third-party debt collection agency engaged by us to recover fees and/or begin proceedings against you in a County Court.
Inability to Pay
If you are unable to fully cover the costs associated with the care of your pet or the estimated treatment plan please ask to speak to a member of the team in advance of treatment starting who can discuss possible options with you.
Ownership of Records
Case notes and other documentation associated with the services performed on your pet, included but not limited to blood test results and clinical imagery remain the property of Pickles&Co Ltd. Copies of case records and histories can be requested at any time and provided to another veterinary surgeon to continue your pets care.
Monthly Flea & Worming Add On Subscription
Pickles Flea and Worming Add On is a rolling monthly subscription service that entitles subscribers to 12 months protection for parasites (flea,worming and tick) for your pet.
By becoming a Flea & Worming Add On subscriber you confirm that you wish to enter a contract with Pickles&Co Ltd subject to these terms and conditions and should be read in conjunction with our wider Terms of Business. By paying for the subscription and/or accepting services and treatment you are agreeing to these terms and conditions.
Benefits and Product Use
The product choice and prescription, or service, to cover your pet’s parasite protection will remain at our veterinary surgeon’s discretion. You must use products prescribed by our veterinary surgeons in accordance with their instructions and should not be used on any other pet than the pet they are prescribed for.
If certain products are specifically requested by you, which are not included in our Flea and Worming Add On, then an immediately payable surcharge may apply.
Home postal delivery is included within the Pickles Flea & Worming Add On or alternatively collection from our clinics is available.
Any subscribed to benefit or products that remains unused or uncollected cannot be carried forward to the next subscription year. Keeping up to date with the collection and application of your pets subscribed to parasite products remains your responsibility.
Fees
You can choose to pay for your pet’s subscription in one upfront annual payment or in equal monthly instalments via direct debit payment. This will renew annually automatically on the subscription anniversary date.
The fee for your pet will be determined by its species and weight. Any mid year amendments to fees due to a change in your pets weight (applies to increase or decrease) will take effect as soon as practicable. The cost for young puppies and kittens in their first 12-months will be determined by the expected adult weight.
Pickles uses Stripe to collect Direct Debits on our behalf and your bank statement will show as Pickles. For avoidance of doubt, your agreement is with Pickles&Co Ltd and not Stripe.
Pickles will re-present a payment request to your bank after 5 working days following any failed Direct Debit payment. We reserve the right to charge an administration fee of £30 for a failed payment. If the second payment fails we will make a 3rd and final payment request to your bank 4 days later.
If this 3rd payment request is unsuccessful, your Flea and Worming Add on subscription will be automatically cancelled and your pet will cease to have access to the subscription benefits and services.
Pickles reserves the right to amend membership fees yearly and we will tell at least 30 days in advance when there is to be a change in fee.
Any subscription taken out and paid for before the opening of our first location/clinic will have the start date set to the advertised first day of opening when services and goods will be available. The subsequent annual renewal date will be set 12 months after this date.
Ending your membership and/or cancellation
The Flea and Worming Add On is an annual subscription providing 12 months parasite protection for your pet. To cancel your subscription you must give us more than 30 days’ notice ahead of the end of your current 12-month period.
Because your costs for the products and services are spread over 12 months, if you cancel at any other time or part way through the 12-month agreement there may be an outstanding amount you will need to pay
If you do this, we will charge you the cost of any products and services you have received up to the date of cancellation, prior to issuing any refund if applicable.
You will have a 14 day (cooling off) period from the start of your subscription to change your mind and terminate your agreement by contacting one of our team. If you do this, we will charge you the cost of any products and services you have received up to the date of cancellation (prior to issuing any refund if applicable).
If your subscription is automatically cancelled due to direct debit payment failure, we will charge you the cost of any products and services you have received up to the date of cancellation minus the monthly subscription fees collected to date.
We reserve the right to terminate your subscription immediately for any reason at our discretion provided we have reasonable grounds to do so.
Any client who has taken out and paid for their pets Flea and Worming Add On subscription before the opening of our first location/clinic will have the right to cancel and receive a refund for their fees paid at any stage before the advertised opening date. Following the opening of Pickles first location/clinic, clients will be bound by the standard subscription cancellation terms and conditions.
The Direct Debit Guarantee
This guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
If there are any changes to the amount, date or interval of your Direct Debit, we will notify you 7 days in advance of your account being debited or as otherwise agreed. If you request us to collect a payment via direct debit, confirmation of the amount and date will be given to you at the time of the request.
If an error is made in the payment of your Direct Debit, by us or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society - If you receive a refund you are not entitled to, you must pay it back within 7 days of being asked to.
You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
Offers
Pickles Founding Member Offer
The Pickles Founding Member offer is only available to new clients and entitles members to receive the Pickles Flea and Worming Add On free of charge for the first 12 months for each of their pets
After the first 12 months, members using the Founding Member Offer will auto renew onto both the annual “Pickles Membership” and separate “Flea and Worming Add On” monthly subscription. The additional fee for your pets “Flea and Worming Add On” subscription will be determined by its species and weight and will be calculated on the last recorded weight we hold for your pet.
Subsequent subscribers will be bound by the standard agreement and terms described under Pickles Monthly Flea & Worming Add On. To cancel your Flea and Worm Add On subscription you must give us more than 30 days’ notice ahead of the end of your first 12-month period when using the Founding Member Offer.
We reserve the right to limit the number of available Founding Member Offer recipients and can withdraw or amend the offer at any time.
Pickles Member Referral Offer
Existing members may make use of the Refer A Friend offer, details of such and how to use the offer can be found here https://pickles.co/membership-referrals
Any member who makes a referral to a family member or friend, who subsequently takes out and fully pays for an annual membership will receive a £10 credit to their account for each new member. Credit can be used to pay for all Pickles goods and services from our clinics and will be available to use approximately 2 days after the Referral offer is activated. Account credits have no cash value
The maximum credit available from the Membership Offer is limited to £500 per calender year. Your friend or family member must apply using the referral link you share with them and Pickles retains the right to amend or cancel the Referral Offer at any time.
Digital services - website and app
These terms and conditions apply between you, the User of this website/app (including any sub-domains, unless expressly excluded by their own terms and conditions), and Pickles&Co LTD, the owner and operator of this website/app. Your agreement to comply with and be bound by these terms and conditions is deemed to occur upon your first use of the website/app. If you do not agree to be bound by these terms and conditions, you should stop using the website/app immediately.
In these terms and conditions, User or Users means any third party that accesses the website/app and is not either (i) employed by Pickles&Co LTD and acting in the course of their employment or (ii) engaged as a consultant or otherwise providing services to Pickles&Co LTD and accessing the website/app in connection with the provision of such services.
Any advice through our digital services, app or website, are provided as a guide only and do not substitute clinical advice by a veterinary surgeon specific for your pet. If your animal’s symptoms are not provided or if you are worried or in any doubt, please directly contact us for veterinary advice.
Intellectual property and acceptable use
All Content included on the website/app, unless uploaded by Users, is the property of Pickles&Co LTD, our affiliates or other relevant third parties. In these terms and conditions, Content means any text, graphics, images, audio, video, software, data compilations, page layout, underlying code and software and any other form of information capable of being stored in a computer that appears on or forms part of this website/app, including any such content uploaded by Users. By continuing to use the website/app you acknowledge that such Content is protected by copyright, trademarks, database rights and other intellectual property rights. Nothing on this site shall be construed as granting, by implication, estoppel, or otherwise, any license or right to use any trademark, logo or service mark displayed on the site without the owner's prior written permission
You may, for your own personal, non-commercial use only, do the following:
retrieve, display and view the Content on a computer screen
You must not otherwise reproduce, modify, copy, distribute or use for commercial purposes any Content without the written permission of Pickles&Co LTD.
You acknowledge that you are responsible for any Content you may submit via the website/app, including the legality, reliability, appropriateness, originality and copyright of any such Content. You may not upload to, distribute or otherwise publish through the website/app any Content that (i) is confidential, proprietary, false, fraudulent, libellous, defamatory, obscene, threatening, invasive of privacy or publicity rights, infringing on intellectual property rights, abusive, illegal or otherwise objectionable; (ii) may constitute or encourage a criminal offence, violate the rights of any party or otherwise give rise to liability or violate any law; or (iii) may contain software viruses, political campaigning, chain letters, mass mailings, or any form of "spam." You may not use a false email address or other identifying information, impersonate any person or entity or otherwise mislead as to the origin of any content. You may not upload commercial content onto the website/app.
You represent and warrant that you own or otherwise control all the rights to the Content you post; that the Content is accurate; that use of the Content you supply does not violate any provision of these terms and conditions and will not cause injury to any person; and that you will indemnify Pickles&Co LTD for all claims resulting from Content you supply.
Prohibited use
You may not use the website/app for any of the following purposes:
in any way which causes, or may cause, damage to the website/app or interferes with any other person's use or enjoyment of the website/app;
in any way which is harmful, unlawful, illegal, abusive, harassing, threatening or otherwise objectionable or in breach of any applicable law, regulation, governmental order;
making, transmitting or storing electronic copies of Content protected by copyright without the permission of the owner.
Registration
You must ensure that the details provided by you on registration or at any time are correct and complete.
You must inform us immediately of any changes to the information that you provide when registering by updating your personal details to ensure we can communicate with you effectively.
We may suspend or cancel your registration with immediate effect for any reasonable purposes or if you breach these terms and conditions.
You may cancel your registration at any time by informing us in writing to the address at the end of these terms and conditions. If you do so, you must immediately stop using the website/app. Cancellation or suspension of your registration does not affect any statutory rights.
Password and security
When you register on this website/app, you will be asked to create a password, which you should keep confidential and not disclose or share with anyone.
If we have reason to believe that there is or is likely to be any misuse of the website/app or breach of security, we may require you to change your password or suspend your account.
Links to other website/apps
This website/app may contain links to other sites. Unless expressly stated, these sites are not under the control of Pickles&Co LTD or that of our affiliates.
We assume no responsibility for the content of such website/apps and disclaim liability for any and all forms of loss or damage arising out of the use of them.
The inclusion of a link to another site on this website/app does not imply any endorsement of the sites themselves or of those in control of them.
Privacy Policy and Cookies Policy
Use of the website/app is also governed by our Privacy Policy and Cookies Policy, which are incorporated into these terms and conditions by this reference. To view the Privacy Policy and Cookies Policy, please click on the following: https://pickles.co/cookie-policy and https:// pickles.co/cookie-policy.
Availability of the website/app and disclaimers
Any online facilities, tools, services or information that Pickles&Co LTD makes available through the website/app (the Service) is provided "as is" and on an "as available" basis. We give no warranty that the Service will be free of defects and/or faults. To the maximum extent permitted by the law, we provide no warranties (express or implied) of fitness for a particular purpose, accuracy of information, compatibility and satisfactory quality. Pickles&Co LTD is under no obligation to update information on the website/app.
Whilst Pickles&Co LTD uses reasonable endeavours to ensure that the website/app is secure and free of errors, viruses and other malware, we give no warranty or guarantee in that regard and all Users take responsibility for their own security, that of their personal details and their computers.
Pickles&Co LTD accepts no liability for any disruption or non-availability of the website/app.
Pickles&Co LTD reserves the right to alter, suspend or discontinue any part (or the whole of) the website/app including, but not limited to, any products and/or services available. These terms and conditions shall continue to apply to any modified version of the website/app unless it is expressly stated otherwise.
How we use your data
Information on how we use your information and data can be found here https://pickles.co/cookie-policy in our Data and Privacy policy.
Complaints and Standards
We hope that you never feel the need to complain about the standards of service received from Pickles, however, should you wish to make a complaint please contact us in writing either by email to complaints@pickles.co or by post to 1 Poultry, London, EC2R 8EJ.
We endeavour to acknowledge receipt of your communication within 14 days and fully respond within 30 working days where possible.
Limitation of Liability & General
Limitation of liability
Nothing in these terms and conditions will: (a) limit or exclude our or your liability for death or personal injury resulting from our or your negligence, as applicable; (b) limit or exclude our or your liability for fraud or fraudulent misrepresentation; or (c) limit or exclude any of our or your liabilities in any way that is not permitted under applicable law.
We will not be liable to you in respect of any losses arising out of events beyond our reasonable control.
To the maximum extent permitted by law, Pickles&Co LTD accepts no liability for any of the following:
any business losses, such as loss of profits, income, revenue, anticipated savings, business, contracts, goodwill or commercial opportunities;
loss or corruption of any data, database or software;
any special, indirect or consequential loss or damage.
General
You may not transfer any of your rights under these terms and conditions to any other person. We may transfer our rights under these terms and conditions where we reasonably believe your rights will not be affected.
These terms and conditions may be varied by us from time to time. Such revised terms will apply to all our products and servicesfrom the date of publication. Users should check the terms and conditions regularly to ensure familiarity with the then current version.
The Contracts (Rights of Third Parties) Act 1999 shall not apply to these terms and conditions and no third party will have any right to enforce or rely on any provision of these terms and conditions.
If any court or competent authority finds that any provision of these terms and conditions (or part of any provision) is invalid, illegal or unenforceable, that provision or part-provision will, to the extent required, be deemed to be deleted, and the validity and enforceability of the other provisions of these terms and conditions will not be affected.
Unless otherwise agreed, no delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy.
This Agreement shall be governed by and interpreted according to the law of England and Wales and all disputes arising under the Agreement (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the English and Welsh courts.