Terms & Conditions

1. About These Terms

a. What these terms cover

These terms and conditions outline the agreement between you and TreatNow Pet Health Ltd (trading as "Root+Remedy") for the supply of pet products, whether purchased as one-time orders or through a subscription. By accessing our website, browsing, placing an order, or subscribing to our services, you agree to be bound by these terms.

b. Importance of Reading
Please read these terms carefully. They explain who we are, how we provide our products and services, how the contract may be changed or ended, what to do in case of a problem, and other important details.

c. Age Restrictions
You must be at least 18 years old to purchase or use products and services from our website. By placing an order, you confirm you meet this age requirement.

d. Password Protection
Access to certain areas of the website may be restricted. We may revoke access at our discretion, especially if there is evidence of misuse. If provided with a user ID and password, you are responsible for keeping them confidential. We reserve the right to disable them without prior notice if improper use is suspected.

e. Your Confirmations

By purchasing our products, you confirm the following:

Your pet is under the care of a veterinary surgeon who has recently (within the last 12 months) examined your pet(s) and approved the use of our product(s) for them.
Your pet is over 12 weeks old, and you have provided accurate details about its weight, age, and breed.
You will read all enclosed instructions and datasheets before handling or administering products.
You acknowledge that veterinary medicines supplied come with access to a Datasheet and/or Summary of Product Characteristics, which you should read carefully before use.
You will consult your veterinary surgeon before starting any products if your pet is taking other medications. You will also consult your vet if your pet is a breeding animal, pregnant, or lactating.
You will consult your veterinary surgeon for guidance on the correct product(s) and frequency of application for your pet.
You will not transfer products to others or use them on any pets other than the intended recipient.
You will update us on changes in your pet’s weight or health.
You acknowledge that any advice or product on this website is not intended as a substitute for medical advice from your veterinary surgeon.
Your pet has a registered veterinary surgeon and is not under our care.
You understand that we supply both veterinary medicines and complementary feed supplements and non-medical products.
You understand that supplements are complementary feedstuffs, not medicines.
You will discontinue use and consult your vet if adverse reactions occur using any product.
You acknowledge our veterinary expertise in formulation, but your own vet knows your pet's specific health status and is best placed to advise.
You will not use products contraindicated for your pet's known health conditions.

2. Contact Information

a. Who We Are
TreatNow Pet Health (trading as “Root+Remedy”) is registered in England and Wales under company number 16009474. Our registered office is at 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE.

b. How to Reach Us
You can email us at hello@rootandremedy.co.uk

c. How We Will Contact You
We may contact you via phone, email, or postal address based on the information provided in your order.

d. Your Privacy and Personal Information

Your privacy and personal information are important to us. Any personal information that you provide to us will be handled in accordance with our Privacy Policy and UK data protection laws.

e. Definition of “Writing”
References to "writing" or "written" include email communication.

f. Service Complaints
For service-related complaints, email hello@rootandremedy.co.uk and we will try to resolve any disputes right away. If escalation is needed, submit a formal complaint in writing to TreatNow Pet Health Ltd, 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE.

g. Product Complaints
If your complaint relates specifically to any product or medical treatment(s), please email us at vet@rootandremedy.co.uk. For veterinary medicine concerns we should be able to help you with reporting this to the Veterinary Medicines Directorate (VMD).

h. Working day

Means any day between Monday to Friday that is not a bank holiday or public holiday in the UK.

3. Website Use

a. Acceptance of Terms
By accessing or using our website, you agree to comply with these Terms and Conditions. The website and its content are intended solely for pet owners and professionals and are not a substitute for veterinary advice. Although veterinary professionals may feature on this website, your pet is not under our care. You should always consult your own veterinary surgeon regarding your pet’s specific health needs.

b. Intended Use
All content, products, and information on this site relate solely to animals (pets). Nothing on this site is intended for use by or advice to humans or keepers of food-producing animals.

c. Website Availability and Modifications
We do not guarantee uninterrupted access, complete accuracy, or error-free information. We reserve the right to modify, suspend, or discontinue any part of the website at any time without prior notice.

d. Intellectual Property
All website content, including text, images, graphics, videos, and software, is owned or licensed by us and protected by UK and international intellectual property laws. You may only use the content for personal, non-commercial purposes and must not copy, modify, or use it separately from accompanying text without our prior written permission. If you wish to use our materials for sales or marketing purposes, please contact us at hello@rootandremedy.co.uk to request written permission.

e. User Conduct and Security

You agree not to use the website in ways that:

Cause damage or interfere with website availability or accessibility.
Engage in unlawful, fraudulent, or harmful conduct.
Store, host, introduce, or transmit malicious software (e.g., viruses).
Send or enable unsolicited commercial communications (spam).
Use the website or its content for unauthorised sales, marketing, or similar purposes without our written consent.

You are responsible for ensuring that all persons accessing the website via your internet connection comply with these terms.

Breaching this clause may result in suspension or termination of access, legal action, and/or other remedies.

f. User-Generated Content
Any content you submit or post on the website is non-confidential and non-proprietary. We may use, modify, or remove such content at our discretion without notice. We disclaim all liability for user-generated content and do not guarantee its accuracy.

g. Third-Party Links
The website may contain links to third-party websites for convenience. We do not control or endorse these sites and accept no responsibility or liability for their content or any losses resulting from your use of them.

h. Limitation of Liability
To the fullest extent permitted by law, we exclude all warranties, conditions, and representations, express or implied, including those related to quality, fitness for purpose, and reasonable care. We shall not be liable for any direct, indirect, incidental, consequential, or punitive damages arising from your use or inability to use the website, or reliance on its content, even if advised of the possibility of such damages.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, fraud, or other liability that cannot be limited by law.

i. Governing Law and Jurisdiction
These terms are governed by English law. Any disputes arising from the use of the website will be subject to the exclusive jurisdiction of the English courts.

4. Placing an order

a. Order Acceptance
A legally binding contract is established when we successfully process your payment. We reserve the right to refund payment and reject orders before dispatch.

b. Our Contract With You

Each purchase that you make will be a separate binding contract between us, on the terms applicable to your order. 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.

c. Order Rejection
If we cannot fulfill your order, we will notify you in writing. Reasons may include stock unavailability, unforeseen resource limits, pricing or description errors, or delivery issues.

d. Order Number
An order number will be provided upon acceptance. Please reference this number in any correspondence about your order.

e. Delivery Areas
We deliver only to addresses in the United Kingdom, the Channel Islands, and the Isle of Man. We do not ship outside these areas.

f. Accuracy of Information
You must ensure that all information provided during the sign-up process or at any other time is accurate and complete.

g. Responsibilities

You agree to:

Verify that delivered items match your order.
Read and understand product usage information before use.
Ensure you are competent and legally allowed to use the products safely.
Ensure any products used or treatments given are under the approval of a veterinary surgeon who has recently (within the last 12 months) examined your pet.
Use products only for their intended purpose and on the specified pet.
Notify us of any changes in your pet’s health, including illness or pregnancy.
Inform us if your pet’s weight changes enough to affect its product requirements.
Seek clarification if unsure about any aspect of the products before use.
Store products in accordance with the guidelines provided.
Ensure products are not used beyond any given best before or used by dates.

For detailed product information, refer to the datasheets available on our website, or request a Summary of Product Characteristics (SPC) from hello@rootandremedy.co.uk

h. Registering your pet

To place an order for certain products or services, you will need to register for an account on our website and provide details about your pet. For products that require an SQP to dispense, we reserve the right to cancel your order and provide a refund if the SQP believes the supply of the purchased product is inappropriate on the basis of the information provided.

5. Our Products

a. Regulatory Compliance

We are registered with the Veterinary Medicines Directorate (VMD) as an online retailer of veterinary medicines. This registration permits us to supply veterinary medicines online to customers in the UK. Our registration details can be verified on the VMD website at https://vmd.defra.gov.uk/register/online-retailers?orderBy=CompanyName.

All veterinary medicine supplies are overseen by our registered Suitably Qualified Person (SQP): Dr Stephanie Day BVSc MRCVS. Prescription-Only Medicine (POM-V) products can only be supplied under veterinary prescription.

b. Product Images:

Images on our website are for illustration only. The actual product you receive may differ from these images in colour, design and/or size.

c. Packaging:

Product packaging may vary from what is displayed on our website.

d. Authenticity:

All veterinary medicine products are licensed for use in the UK and sourced from manufacturers or verified UK wholesalers. Counterfeit medicines can harm your pet’s health. Our team, including veterinary professionals, ensures all medications are dispensed by UK-registered Suitably Qualified Persons (SQPs).

e. Errors:

Check your items carefully upon receipt. Report any errors to Root+Remedy within 14 days of payment processing. Do not administer incorrect treatments.

f. Adverse Reactions:

Supplements can cause side effects and individual pet reactions can vary. If you suspect an adverse or unexpected reaction, please stop using the product immediately and contact us at hello@rootandremedy.co.uk

If you suspect an adverse reaction to a medicine, or that a medicine hasn't worked as intended, you must immediately stop using the product and consult your veterinary surgeon. Please also contact us at vet@rootandremedy.co.uk and we will assist with reporting this to the Veterinary Medicines Directorate (VMD) under the Suspected Adverse Event Surveillance Scheme where required.

g. Your Expectations:

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

h. Availability:

We reserve the right to limit the quantities of any products or services that we offer. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited. The availability of some products is seasonal, and this information will be shown on our website.

i. Our partners:

Some services on this site are available through partnerships with other businesses, which will be stated on the on product listing. Our liability for these partnership services is limited to the price paid to us by the customer for the service.

j. Product descriptions:

All product descriptions are subject to change at any time without notice. We supply both licensed veterinary medicines and complementary feed supplements. Product classifications and regulatory requirements are clearly indicated on each product page.

6. Your Rights to Make Changes

a. Changing your order

We dispatch products within 2 working days of receiving payment. You cannot modify your order once it has been dispatched but you may cancel your order in accordance with these terms.

b. Subscription Products:

By registering for a subscription, you agree to periodic deliveries at the frequency you selected at the time of order. We dispatch products within 2 working days of receiving payment.

7. Our Rights to Make Changes

a. Minor Adjustments:

We may alter products to comply with laws, update technical features, or substitute equivalent items. These changes will not affect product usage.

b. Significant Changes:

If major changes are made, we will notify you. You may then end the contract and receive a refund for undelivered products.

8. Delivery

a. Delivery Costs:

Delivery costs are shown on our website.

b. Subscription Deliveries:

Subscription products are supplied at the frequency outlined in the order confirmation, until you or we terminate the contract.

c. Delays Outside Our Control:

We are not liable for delays due to events beyond our control but will inform you and offer a refund if delays are substantial.

d. Missed Deliveries:

If no one is available to accept delivery, follow the courier’s instructions to reschedule or collect your package.

e. Failure to re-arrange delivery:

If you do not re-arrange delivery or collect your order from a delivery depot, we will contact you for instructions and may charge you for any reasonable storage and additional delivery costs incurred. If we are unable to contact you or re-arrange delivery despite our reasonable efforts, we may end the contract and recover any costs incurred as a result.

f. Responsibility for Goods:

Products become your responsibility upon delivery.

g. Deliveries to Shared Addresses:

Items delivered to multi-occupant addresses may be left in a central location, such as a reception or mailroom. It is your responsibility to ensure safe receipt and appropriate storage if a shared address has been provided.

h. Supply Suspensions:

We may suspend product supply to address technical issues, update for legal compliance, or accommodate delays outside our control.

i. Suspension Notifications:

If supply is suspended, we will inform you in advance unless the matter is urgent. You may end the contract and receive a refund for undelivered items.

j. Nonpayment:

If you fail to pay for products when due, we may suspend further supply until all outstanding payments are received. If payment remains overdue for more than 14 days after written notice, we may terminate the contract without further obligation. Termination of the contract does not waive our right to recover any outstanding amounts, including interest and costs incurred.

k. Late Payment:

If payment is not received by the due date, we reserve the right to charge interest on the overdue amount at the statutory rate, and to recover any reasonable costs incurred in collecting the debt.

l. Safety on Delivery:

Keep medicines out of reach of children and pets upon delivery. Use them only as instructed.

m. Ownership of Goods:

You own the product once payment is fully processed.

n. Required Information:

If we need information from you to supply products, delays or extra charges may result from incomplete or incorrect details.

o. Lead Times:

Orders are dispatched within 2 working days of payment and typically delivered within 7 working days via standard post. This timeframe may vary due to external factors or circumstances beyond our control.

p. Delivery Process:

Standard-sized letterboxes will accommodate most deliveries. Larger orders may arrive in separate packages, potentially on different days.

q. Lost Items:

Report lost items if 10 working days have passed since dispatch. We may investigate and offer replacements if proof of delivery is unavailable.

r. Damaged Packaging:

Please contact us at hello@rootandremedy.co.uk as soon as possible to report damaged items, and include photos and any courier-issued damage slips. Do not use damaged treatments.

s. Missing Items:

Report missing or incorrect items promptly with photos. Avoid using the product if tampered with or mismatched.

t. Incorrect or Extra Items:

Report any additional or incorrect items with photos, by contacting us at hello@rootandremedy.co.uk

Do not administer extra or incorrect treatments.

u. Timeframe for Reporting Issues:

After 14 days from dispatch, your delivery will be considered successfully delivered. Reports of loss will not be accepted beyond this timeframe, unless you can demonstrate the item was not delivered through no fault of your own. Damage or quality issues should be reported as soon as possible after receipt.

9. Ending the Contract

a. Cancelling an order:

Before your order is dispatched, you can tell us you want to end the contract and cancel your order by emailing us at hello@rootandremedy.co.uk and please include your full name, home address, order number and email address. Once your order has been dispatched, please follow the returns process below.

b. Cancelling a subscription:

There is no long term commitment attached to our subscriptions. You can tell us you want to cancel your subscription and end the contract by visiting our website and editing or cancelling your subscriptions in your account area. Alternatively, you can email us at hello@rootandremedy.co.uk and please include your full name, home address, order number and email address. You won't be charged for future cycles and retain access until your current paid period ends.

c. Pausing Subscriptions:

You can pause your subscription for up to 6 months. If a subscription is paused with an auto-resume date, it will automatically resume on the specified date. We'll email you before resumption.

d. Cooling-Off Period:

If you change your mind, you can cancel within 14 days of your order or subscription confirmation for any reason. We'll refund all payments within 14 days. You may need to return products at your cost unless they are faulty, damaged, or not as described. You do not have the right to change your mind if you have opened a veterinary medicine which has been sealed for health protection purposes - see 9. Returns for more details.

10. Returns

a. Product-Specific Return Rights:

Veterinary medicines (unopened):

You can return unopened veterinary medicines within the 14 day cooling-off period for a full refund.

Veterinary medicines (opened):

You cannot return veterinary medicines once opened due to health protection requirements under Consumer Contracts Regulations 2013, unless faulty or misdescribed.

Supplements and other non-medicinal products:

You can return products within the 14 day cooling-off period for a full refund.

To qualify for a full refund, returned products should be in a condition that allows us to resell them. If products have been used or handled more than necessary to check them, we may deduct an amount from your refund to cover any loss in value. Unless products are faulty, damaged, or not as described, you are responsible for return shipping costs.

b. Returning Faulty Products:

If you receive a product that is faulty, damaged, or not as described, you have the right to return it at no cost to you regardless of the above restrictions. To return any faulty or misdescribed items, please contact us via email at hello@rootandremedy.co.uk to arrange the return. Whilst not a requirement for processing your return, we recommend you package the items securely back in the original packaging to send. Please remember to retain your proof of postage.

11. Refunds

a. Issuing refunds:

Refunds of the price you paid for the goods (excluding delivery costs) are issued via the original payment method, subject to deductions for administrative costs.

b. Deductions for Returned Items:

Refunds may be reduced if returned items have been damaged beyond normal inspection or rendered unsellable due to misuse. No deductions apply for goods returned in normal condition within 14 days. Faulty or misdescribed items are always refunded in full.

c. Refund Timeline:

Refunds are processed within 14 days of receiving returned products back from you.

12. Our Rights to End the Contract

a. Termination for Breach:

We may terminate the contract if:

Payments are not made on time.
Other contract obligations are violated.
We discontinue the items supplied to you.

13. Price and Payment

a. Pricing:
All prices are inclusive of VAT at the current UK rates and are correct at the time they are published. We reserve the right to update product prices and descriptions at any time without prior notice.

Price changes will not affect any orders where payment has already been made.

We are under no obligation to continue supplying products at previous prices. Customers who do not wish to accept a new price may choose not to reorder. If a price change affects your active subscription, we will notify you in advance of the change and provide you with the option to cancel your subscription before the new price takes effect.

b. Errors:
If a pricing error occurs, we will inform you promptly. If discovered before dispatch, we may cancel the order or request payment of the correct price. If discovered after delivery, we will not require additional payment but may request return of the product for a full refund.

c. Payment Timing and Methods:
Payments must be made before products are shipped. Accepted payment methods are outlined during the online order process. If you choose to purchase a subscription, you will choose your monthly billing date. If a payment fails, we will email you with instructions to complete the payment. Subscriptions renew automatically at your chosen frequency, and payment will be processed at your chosen frequency on your selected billing date.

14. Our Responsibility

a. Liability:
We do not limit or exclude liability in cases where it would be unlawful to do so, such as for death or personal injury caused by our negligence, fraud, or other legally mandated reasons. We shall not be liable to you 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; or losses to non-consumers.

b. Business Losses:
Our products are for personal and domestic use only. We accept no responsibility for loss of revenue, profit, business opportunities, or interruptions if products are used for commercial, business, or resale purposes.

c. Indirect Losses:
We are not liable for indirect, special, or consequential damages, losses, or claims.

d. Maximum Liability:
Our total liability arising from any contract with you shall not exceed the price paid for the specific products that caused the loss, except where we cannot exclude or limit liability by law (as set out in clause 13a above). This liability cap applies per incident and per contract.

e. Claims:

Claims must be notified within 12 months or we have no liability.

f. Innocent Breach and Limited Remedies:

We will use reasonable efforts to perform our obligations under this contract. However, if an innocent breach occurs (i.e. a breach without negligence or willful default), we shall not be liable for any losses arising from such breach beyond our obligation to remedy it promptly where possible. In the event of an innocent breach, your sole and exclusive remedy shall be to require us to use reasonable endeavours to correct the breach within a reasonable time.

Nothing in this clause shall affect your statutory rights, including your right to cancel under the cooling-off period or seek remedies for breaches involving negligence or willful misconduct.

15. Copyright, License and Intellectual Property

a. Ownership:

All intellectual property rights in and to the products, services, website content, designs, trademarks, logos, graphics, software, and any other materials provided by us (“Our IP”) are owned by or licensed exclusively to us. All rights are reserved.

b. No License or Rights Granted:

Except as expressly provided in these terms, no rights or licenses, whether express or implied, are granted to you under any intellectual property rights owned or controlled by us. You may not use, copy, reproduce, modify, distribute, display, or create derivative works of Our IP in any way without our prior written permission.

c. Use Restrictions:

Your purchase of any product or service does not grant you any rights to Our IP beyond the limited right to use the product for its intended personal and domestic purpose only.

16. User content

a. Submitting content:

Our website may allow for the submission of text, images, videos, or other content (“User Content”) via discussion forums or other platforms. We do not guarantee confidentiality for any submitted User Content.

b. Responsibility for Content:
You are solely responsible for the User Content you submit and its consequences.

c. Representations and Warranties:
By submitting User Content, you represent and warrant that:

You own or have the necessary rights to authorise its use, including copyright or trademark permissions.
You grant us a global, non-exclusive, transferable license to use, modify, and display your User Content in connection with our website and business.
You will not submit content that is false, misleading, copyrighted, unlawful, obscene, libelous, or otherwise violates laws or third-party rights.

d. Breach and Legal Action:
Violations of the above warranties may result in account termination and legal action.

e. Disclaimers on User Content:
We do not endorse or accept liability for User Content. By using the website, you may encounter content that is offensive or inaccurate, and you agree to waive any legal claims against us regarding such content.

17. Legal Terms

a. Website as-is:
This website is provided “as is,” without guarantees or warranties, expressed or implied.

b. Availability:
We do not guarantee uninterrupted availability or complete accuracy of the information on this website.

c. Personal Use:
Your use of materials on the website is at your own risk, and it is your responsibility to ensure suitability for your purposes.

d. Inaccuracies:
We expressly exclude liability for inaccuracies or errors to the extent permitted by law.

e. Limitations:
We exclude all implied warranties related to quality, fitness for purpose, and reasonable care, as allowed by law.

18. Indemnity

a. Breach of Terms:
You are responsible for any losses we incur due to your breach of these terms and will indemnify us for resulting damages, costs, and liabilities.

b. Indemnity Clause:
You agree to indemnify and hold us harmless from any claims arising from your violation of these terms.

19. Other Importance Terms

a. Transfer of Agreement:
We may transfer our rights and obligations under this contract to another organisation, but you cannot do so without our written consent.

b. Third-Party Rights:
This agreement is between you and us. No third parties have rights to enforce any of its terms.

c. Severability:
Each of the terms of this contract operates separately. If any part of this contract is deemed unlawful, the remaining terms remain enforceable.

d. Enforcement Delay:
If we delay enforcing any part of this contract, it does not waive our right to enforce it later. 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.

e. Governing Law:
These terms are governed by English law, and disputes are subject to the exclusive jurisdiction of the English courts. If you are a consumer, nothing in these terms affects your statutory rights under UK consumer protection legislation.

f. 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.

g. Force Majeure:

We are not liable for delays or failures due to circumstances beyond our reasonable control. In such cases, we may suspend performance with reasonable notice and extend deadlines accordingly.