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App Terms and Conditions

1    About our Terms

1.1    This mobile application (the App) and the loyalty scheme services offered on it (the Loyalty Scheme) are owned and operated by Independent Vetcare Ltd (a company registered in England and Wales with company number 07746795 and registered office at The Chocolate Factory, Keynsham, Bristol BS31 2AU) (we, us or our). These Terms explain how you may use this App which is provided by us free of charge together with the Loyalty Scheme offered through it.

1.2    You should read these Terms carefully before using the App.

1.3    By accessing or using the App or otherwise indicating your consent, you agree to be bound by these Terms and the documents referred to in them.

1.4    If you do not agree with or accept any of these Terms, you should stop using the App immediately.

1.5    If you have any questions about the App or the Loyalty Scheme, please contact us by:

1.5.1    e-mail; or

1.5.2    telephone 01225 481520 ext.4. 
Your use of the App means that you must also comply with our online terms and conditions where applicable. Such terms and conditions can be found at: 

2    Using the App

2.1    The App is for your personal and not for commercial use unless agreed otherwise. “Commercial Use” shall mean using the App for a business or directly and/or indirectly for financial gain. 

2.2    You agree that you are solely responsible for:

2.2.1    all costs and expenses you may incur in relation to your use of the App; and

2.2.2    keeping your password and other account details confidential.

2.3    The App is intended for use only by those who can access it from within the UK. If you choose to access the App from locations outside the UK, you are responsible for compliance with local laws where they are applicable.

2.4    We seek to make the App as accessible as possible. If you have any difficulties using the App, please contact us at

2.5    We may prevent or suspend your access to the App if you do not comply with any part of these Terms, any terms or policies to which they refer or any applicable law.

2.6    You shall provide accurate information to Us, including, but not limited to, information required to register with the Loyalty Scheme. 

3    The Loyalty Scheme

3.1    The Loyalty Scheme is valid only via the App. It is not valid on any other website or mobile app.

3.2    The points allocated through the Loyalty Scheme are personal to you as the account holder. Points cannot be transferred to any other person or account nor can they be sold, or traded in any way. Please note that only one account per customer is allowed. 

3.3    Full details of how points are collected and how they may be redeemed can be found by reading the section below on “how do I collect and redeem points”. Please read this section carefully as it forms the basis on which you can use the Loyalty Scheme. 

3.4    Points will only be valid for a period of twenty-four months from issue. If you do not redeem your points within twenty-four months from the date of issue they will expire. 

3.5    Once you download the App and it has been activated in a practice by the applicable person, you will automatically be allocated 50 loyalty points (and an additional 350 loyalty points in respect of National Pet Health Club members).. 

4    How do I collect and redeem points?

Collecting Loyalty Points

4.1    You can collect loyalty points by presenting the App and the unique QR code at participating practices only when you purchase the following non-exhaustive list of goods or services:

4.1.1    all retail purchases (food, toys, supplements and accessories);

4.1.2    all routine preventative healthcare treatments (vaccines, health checks, worm and flea treatments);

4.1.3    all “vet recommended” treatments (neutering, dentistry, lump removals);

4.1.4    all appointments booked within normal working hours and related treatments;

4.1.5    long term medications;

4.1.6    out of hour emergencies (only provided by the local practice. “Vets Now” do not apply); and

4.1.7    any transaction paid to the local practice, including insurance excess fees. Please note that redeeming loyalty points is always subject to availability. 

4.2    There is a minimum spend of 50 pence before you can start collecting loyalty points. 

4.3    Please note, medication, treatment, procedures, examinations or surgery paid by a third-party insurance policy will not generate loyalty points. 

4.4    In respect of account holders not part of the National Pet Health Club, you will be awarded 2 loyalty points for every complete £1 spent in a single transaction. This can be altered at our discretion. 

4.5    In respect of account holders that have a pet on the National Pet Health Club, you will be awarded 4 loyalty points for every complete £1 spent in a single transaction. This can be altered at our discretion. 

4.6    We reserve the right to set a limit on the number of loyalty points which may be awarded to each Loyalty Scheme account in respect of certain items or generally. 
Redeeming Loyalty Points

4.7    You can redeem your loyalty points against future transactions when you reach the following values:

4.7.1    £5;
4.7.2    £10;
4.7.3    £25;
4.7.4    £50; and
4.7.5    £100. 

4.8    Each loyalty point allocated is worth one penny. We reserve the right to vary this rate at any time. 

4.9    By way of example, you may redeem a separate £10 voucher and £5 voucher if you generate £15 worth of points (for example). 

4.10    Loyalty Points can only be redeemed against future transactions. They can never be redeemed in cash. The App must be presented at the point of sale in order to redeem your loyalty points.  We reserve the right to reclaim loyalty points at any time and for any reason. 

4.11    We reserve the right to offer bonus loyalty points on certain products/services as selected by us from time to time and in our sole discretion. 

4.12    Loyalty points will usually be added to your account instantly, except in the circumstances of system failure when there may be a delay. Loyalty points cannot be redeemed until added to your account. 

4.13    We are entitled to cancel loyalty points awarded if the relevant products to which such award relates are returned for any reason and a refund of the purchase price is given. If the relevant products are exchanged for other products, the points awarded would be adjusted upwards or downwards depending on whether the exchange is for a higher or lower value item. No refund will be given in respect of services provided. 

5    Restrictions on use of the App

5.1    As a condition of your use of the App, you agree:

5.1.1    not to use the App for any purpose that is unlawful under any applicable law or prohibited by these Terms;

5.1.2    not to use the App to commit any act of fraud;

5.1.3    not to use the App to distribute viruses or malware or other similar harmful software code;

5.1.4    not to use the App for purposes of promoting unsolicited advertising or sending spam;

5.1.5    not to use the App to simulate communications from us or another service or entity in order to collect identity information, authentication credentials, or other information (‘phishing’);

5.1.6    not to use the App in any manner that disrupts the operation of our App or business or the website or business of any other entity;

5.1.7    not to use the App in any manner that harms minors;

5.1.8    not to promote any unlawful activity;

5.1.9    not to represent or suggest that we endorse any other business, product or service unless we have separately agreed to do so in writing;

5.1.10    not to use the App to gain unauthorised access to or use of computers, data, systems, accounts or networks; and

5.1.11    not to attempt to circumvent password or user authentication methods.

6    Your privacy and personal information

6.1    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 in the event you have a query or complaint about the use of your personal information.

6.2    Our privacy policy is available at

6.3    It is your responsibility to keep us updated if any of your personal details change from time to time. We will update our records accordingly. 

7    Ownership, use and intellectual property rights

7.1    The App and all intellectual property rights in it are owned by us, our licensors or both (as applicable). Intellectual property rights means rights such as: copyright, trademarks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind whether or not they are registered or unregistered (anywhere in the world). We and our licensors reserve all of our and their rights in any intellectual property in connection with these Terms. This means, for example, that we and they remain owners of them and free to use them as we and they see fit.

7.2    Nothing in these Terms grants you any legal rights in the App other than as necessary to enable you to access and use the App. You agree not to adjust to try to circumvent or delete any notices contained on the App (including any intellectual property notices) and in particular in any digital rights or other security technology embedded or contained within the App.

8    Submitting information to the App

While we try to make sure that the App is secure, we cannot guarantee the security of any information that you supply to us and therefore we cannot guarantee that it will be kept confidential. 

9    Accuracy of information and availability of the App

9.1    While we try to make sure that the App is accurate, up-to-date and free from bugs, we cannot promise that it will be. Furthermore, we cannot promise that the App will be fit or suitable for any purpose. Any reliance that you may place on the information on the App is at your own risk.

9.2    We may suspend or terminate operation of the App at any time as we see fit.

9.3    Content on the App is provided for your general information purposes only and to inform you about us and our products and news, features and services that may be of interest. It does not constitute any advice and should not be relied on for any purposes.

9.4    While we try to make sure that the App is available for your use, we do not promise that the App is available at all times nor do we promise the uninterrupted use by you of the App.

10    Hyperlinks and third-party Apps

The App may contain hyperlinks or references to third party websites. Any such hyperlinks or references are provided for your convenience only. We have no control over third party websites and accept no legal responsibility for any content, material or information contained in them. The display of any hyperlink and reference to any third-party website does not mean that we endorse that third party’s website, products or services. Your use of a third-party website may be governed by the terms and conditions of that third-party website.

11    Limitation on our liability

11.1    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:

11.1.1    losses that:
(a)    were not foreseeable to you and us when these Terms were formed; or
(b)    that were not caused by any breach on our part;

11.1.2    business losses; and

11.1.3    losses to non-consumers.

11.2    We do not accept any liability for Loyalty Scheme accounts that have been sabotaged due to any actions of the account holder. 

11.3    We can take any action we believe to be appropriate if we have reason to believe that you are abusing the Loyalty Scheme in any way. 

12    Events beyond our control

We shall have no liability to you for any breach of these Terms caused by any event or circumstance beyond our reasonable control including, but not limited to, strikes, lock-outs or other industrial disputes; breakdown of systems or network access; or flood, fire, explosion or accident.

13    Rights of third parties

No one other than a party to these Terms has any right to enforce any of these Terms.

14    Variation

14.1    These Terms are dated February 2019. No changes to these Terms are valid or have any effect unless agreed by us in writing or made in accordance with this clause 14. We reserve the right to vary these Terms from time to time. Our updated Terms will be displayed on the App and by continuing to use and access the App following such changes, you agree to be bound by any variation made by us. It is your responsibility to check these Terms from time to time to verify such variations.

14.2    We may cancel, withdraw or alter the Loyalty Scheme at any time. Changes to the terms will not affect loyalty points that you have already collected. 

15    Disputes

15.1    We will try to resolve any disputes with you quickly and efficiently.

15.2    If you are unhappy with us please contact us as soon as possible.

15.3    If you and we cannot resolve a dispute using our complaint handling procedure, we will:

15.3.1    let you know that we cannot settle the dispute with you; and

15.3.2    give you certain information required by law about our alternative dispute resolution provider. 

15.4    If you want to take court proceedings, the relevant courts of England will have exclusive jurisdiction in relation to these Terms.

15.5    English law will apply to these Terms.