Fetch Terms & Conditions

Fetch Terms Of Service

Last updated: 4th April 2025

Welcome to Fetch.

This page (together with the documents referred to in it) tells you the terms (the “Terms”) which apply when you order any items (the "Items") from our fetchnow.dog website (the “Website”).

Please read these Terms carefully before creating a Fetch account or using our service. If you have any questions relating to these Terms please contact [email protected]. As a consumer, you have certain legal rights when you order Items using our website. You can find more information about these rights at: https://www.citizensadvice.org.uk/consumer/. Your legal rights are not affected by these Terms, which apply in addition to them and do not replace them.

By setting up your Fetch account, or purchasing goods or services, you confirm that you accept these Terms. If you do not agree to these Terms and Conditions, please do not register for an account or use the Website in any way.

Fetch reserves the right to modify these Terms at any time without prior notice. You agree that each visit you make to the Website will be subject to the then-current Terms, and continued use of the Services now or following modifications in these Terms confirms that you have read, accepted, and agreed to be bound by such modifications.

1. Information About Us

Fetchnow.dog is operated by The Urban Pet Company Limited (the “Company”), a company incorporated and registered in the United Kingdom, whose registered office is at 171, Sutherland Avenue, W9 1ET, London, United Kingdom. Our Company registration number is 16242895. You may contact us at [email protected], or by using the instant messaging facility through our Whatsapp.

2. Purpose

Our objective is to provide you with pet supplies with a fast and reliable delivery. The Website allows you to:

When you order from a Fetch, you are buying the Items from one of our Brands and Fetch acts as retailer. In plain terms, this means it’s our Brands’ responsibility to manufacture products where quality and processes are according to Regulation and Quality Standards. The Company is not a manufacturer and simply provide the an online retail platform that allows you to purchase those Items.

You are also buying fast delivery services (the “Delivery”) which is arranged by Fetch. The Delivery is executed by Fetch’s own fleet, and no independently contracted rider is used.

3. Website information & availability

Whilst we take every care to ensure that the information on the Website is accurate and complete, some of it may be supplied to us by third parties and we are unable to check its accuracy or completeness. You are advised to verify the accuracy of any information direct on the Brands website in order to rely on it.

Further, errors, interruptions and delays may occur in the service at any time. If a fault occurs in the service of the Website, you should report it to us via the channels stated in the Contact Us page. Your access to the Website may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to restore the service as soon as we reasonably can.

Important:

While we do our best to ensure that the specifications, ingredients, feeding guides and analyses information is kept up to date, there may be occasions where a manufacturer has changed their recipe or information and this has not yet been reflected on our product pages. Please always refer to the product packaging upon receipt of your order or directly to the Brands website for the fullest and most up to date copy of the product’s specifications.

4. Your Account

Before you can place orders for Items using our Website, you need to open a Fetch account. This is because we want to make sure you can have easy access to your order history.

When you open an account you will need to create a password. You should take all necessary steps to ensure that your password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if your password is being, or is likely to be, used in an unauthorised manner. If another person uses these methods to access your account, you will be responsible to pay for any Items they order, and we are not responsible for any other losses you suffer, unless the person using your password obtained it because we did not keep it secure. You must use your own, valid email address, and can have only one email address per account and only one account per customer. You must ensure that the details provided by you on registration at the Website or at any time are correct and complete and update your personal details, especially your contact information in order to receive timely communication about your orders.

You may close your account at any time by requesting to do so in your account section of our website or contacting us using any of the channels available on the Contact Us page. We may suspend your access to your account, or close it permanently, if we believe that your account has been used by someone else. We may also close your account if in our opinion you are abusing our Service (for example, by applying for refunds or credit card chargebacks to which we do not consider you are entitled, making repeated unreasonable complaints, mistreating our staff, placing orders for potentially hazardous items in bulk quantities, or any other good reason). If we close your account permanently we will refund any remaining account credit you have validly obtained from our customer service team or following any issue with an order, by applying a credit to your registered credit card, or if that is not possible for any reason, by way of a bank transfer using your bank details (provided you have supplied them to us).

Fetch reserves the right, where necessary and without limitation, to undertake all such necessary action including requiring further verification as to the identity, age, and other relevant details of a customer and as is reasonable to protect itself against fraudulent or illegal behaviour or where we have reasonable grounds to believe that, in dealing with such a customer, we may be in actual or possible breach of a law or regulation that applies to us. You must provide us with any information we reasonably ask for as soon as possible. If you refuse, or we suspect fraudulent or criminal activity of any kind, we might suspend or close your Fetch account. We’ll use your information as per our Privacy Policy.

5. Service Availability

We operate in a prescribed delivery area, according to post code, only in London. This delivery area may change at any time due to increase or decrease in demand for our services and changes in our operations. If you try to order a delivery to a location outside the delivery area we will notify you that ordering will not be possible.

You are able to request to be informed when our services become available in your post code. If by any reason we stop to operate in your area and you have an account with us, we will notify you through e-mail.

6. Orders

You must be aged 18 or older to use our Website and Service. By placing an order through our Website, you confirm that you are aged 18 or older. A parent or guardian is required to accept these Terms and Conditions and place any orders for any person aged below 18. People aged under 18 may otherwise use the Website only with the consent and supervision of a parent or guardian.

When you place an order through our Website, it needs to be accepted by us before it is confirmed. We will send you a notification if your order has been accepted (the "Order Confirmation"). The contract for the supply of any Item you have ordered comes into existence when we send the Order Confirmation. You are responsible for paying for all Items ordered using your account, and for related delivery and service charges, and for complying with these Terms, even if you have ordered the Item for someone else. All Items are subject to availability.

By submitting an order through our Website, you agree that you have read and agree to be bound by these Terms and Conditions and to our Privacy Policy.

The contract with Fetch is only concluded when Fetch delivers the ordered product to the customer and it is confirmed by email (the ”Delivery Confirmation”).

7. Delivery

Your order will be fulfilled according to the following deadlines:

  1. On the same day, if the order is placed until 3:00pm
  2. Up to 24h, if the order is place after 3:00pm

Unfortunately, despite our best efforts, things do not always go to plan and factors may prevent us from delivering your Item on time. If your order is delivered after the deadlines above, due to an issue caused by us, we will refund you the order value and delivery fee should you decide to give up the purchase and we may offer you a compensation, at our sole discretion.

We will attempt delivery at the address you provide to us when you place your order twice: one within the deadline mentioned above, and the second time in the following date.

If you need to change the delivery location after you have placed your order, we may be able to change the address to an alternative one within our service coverage if you let us know before the order is out for delivery. If the new address does not meet these conditions, you have the option to cancel the order, but only if the order is not out for delivery.

You will still be charged for the Item and for delivery in the event of a failed delivery if you have caused such failure for any reason. Reasons you might cause a delivery to fail include (but are not limited to):

If you have caused a failed delivery, you may also have to pay for Items that are non-refundable and any delivery fees paid. Please refer to the Refund & Cancellation policy section.

If the Item runs out of stock after the order was placed, Fetch shall inform the customer without delay and propose a comparable product. If a comparable product is not available, or if the customer does not wish to have that product delivered, Fetch will, without delay, reimburse all payments made by the customer for that order.

In the event that products are damaged en route, Fetch customer service is to be contacted without delay. We may request further information or a photograph showing the problem if it is something that can be seen by inspecting the Items. For Items that are eligible for return, you will have to return the Item to us. You can find out more about your legal rights as a consumer if something is wrong with your Items at: https://www.citizensadvice.org.uk/consumer/.

8. Cancellation

You may cancel an order without charge at any time before the order has left for delivery. If you wish to cancel an order before it leaves for delivery, please contact us immediately, via our channels on our Contact Us page. If the order is not an ongoing delivery we will refund your payment (excluding any discount). If you cancel any order after it has left for delivery, we will refund your the Item but you will be charged the Delivery Fee.

Fetch may notify you that an order has been cancelled at any time. You will not be charged for any orders cancelled by us, and we will reimburse you for any payment already made using the same method you used to pay for your order. We may also apply credit to your account to reflect the inconvenience caused.

If you have ordered an Item that is non-perishable, you have a legal right to change your mind about your order for any reason within 14 days and receive a refund for the Item, subject to certain exceptions, including if the Item:

These exceptions also apply if you have caused a failed delivery of any Item purchased in accordance with section 7 (Delivery).

If you change your mind about an Item purchased, subject to the excluded Item categories listed above, you must let us know no later than 14 days after the day you received the Item by contacting our customer service team via the channels available on our Contact Us page.

Returns are at your own cost and you have to return the Item to us within 10 days of telling us that you have changed your mind. When sending the Item back to us, you should keep a receipt or other evidence to prove that you have sent the Item and when you sent it. If you do not do this and we do not receive the Item within a reasonable time or at all, we will not refund you for the Item. We will refund you within 14 days of receiving the Item (or receiving evidence that you have sent it to us) by the method you used for payment when ordering the Item. Please note that we will not refund you if you have used or damaged the Item.

If you change your mind about an Item where you have a right to do so, any fee you have paid for Delivery is non-refundable. This is because this is a service that has been fully provided by Fetch (even though you have chosen to return the Item). Our right to withhold the fee for Delivery and also applies if you have caused a failed delivery in accordance with section 7 (Delivery).

Goods returned by you because of a defect will be refunded in full, after we inspect it and agree with the defect statement, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

9. Prices and Payment

You will be notified of any applicable delivery fee and taxes prior to purchase on the checkout page on our Website. If prices are updated, no changes will affect existing confirmed orders, unless there is an obvious pricing mistake. **If there is an obvious pricing mistake we will notify you as soon as we can and you will have the choice of confirming the order at the original price or cancelling the order without charge and with a full refund of any money already paid.

The total price of your order will be set out on the checkout page on our Website, including the prices of Items and Delivery and any applicable fees and taxes.

Payment for all Items and deliveries can be made on our Website by credit or debit card, or other payment method made available by Fetch. Once your order has been confirmed your credit or debit card will be authorised and the total amount marked for payment. Payment is made directly to Fetch acting as an online retailer.

10. Our Liability

We are responsible to you for any loss or damage that you suffer that is a foreseeable result of our breaking these Terms or of failing to use reasonable care and skill in relation to your use of our Service. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is “foreseeable” if it is either obvious that it will happen, or if you told us that it might happen, for example if you tell us about particular circumstances that might increase the loss or damage arising from our breach of these Terms before you place an order.

We do not exclude or limit our responsibility to you for loss or damage where it would be unlawful to do so. This includes any responsibility for death or personal injury caused by our failure, or our employees’, agents’ or subcontractors’ failure, to use reasonable care and skill; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Items, as summarised at part 7 above; or for defective Items under the Consumer Protection Act 1987.

Subject to the previous paragraphs, we are not responsible for any loss or damage that you suffer as a result of your own breach of these Terms, or as a result of any IT hardware or software failure other than a failure in our Website.

11. Data Protection

We process your personal data in accordance with our Privacy Policy which can be found here.

12. Events outside our control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).

A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

  1. strikes, lock-outs or other industrial action;
  2. civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
  3. fire, explosion, inclement weather, including storms, flood, earthquake, subsidence, epidemic or other natural disaster;
  4. inability of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
  5. impossibility of the use of public or private telecommunications networks;
  6. systems affected as a result of computer hacking or virus
  7. the acts, decrees, legislation, regulations or restrictions of any government.

Our performance under any Contract between us is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will endeavour to bring the Force Majeure Event to a close or to find a solution by which our obligations under any Contract between us may be performed despite the Force Majeure Even

13. Other Terms

If either we or you have any right to enforce these Terms against the other, that right will not be lost even if the person who has the right delays enforcing it, or waives their right to enforce it in any instance.  If a court or other authority decides that any part of these Terms is illegal or ineffective, the rest of the terms will be unaffected and will remain in force.

We may change these Terms from time to time. If we make any changes which affect your rights in relation to our Service, we will notify you. Changes to the Terms will not affect any orders you have placed where we have sent the Order Confirmation.

The use of the Website and any Contracts formed between us are governed by English law. Any dispute arising from, or related to, such use and any such Contracts shall be subject to the exclusive jurisdiction of the courts of England. We make no promise that materials on the Website are appropriate or available for use in locations outside the United Kingdom and accessing the Website from territories where its contents are illegal or unlawful is prohibited. If you choose to access the Website from locations outside the United Kingdom, you do so on your own initiative and are responsible for compliance with local laws. Overseas orders (i.e. orders from outside the United Kingdom) will not be accepted.

Applicable laws may require that some of the information or communications we send to you should be in writing. When using the Website, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on the Website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

We may give notice to you at either the email or postal address you provide to us when placing an order. Notice will be deemed received and properly served immediately when posted on the Website, 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee.

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