Terms of service

1. About Us

Welcome to Bound! boundpets.com is a website operated by Prefera Pet Food UK Limited a company registered in England and Wales under company number 16556610 and with its registered office at Marlborough House, 298 Regents Park Road, London, England, N3 2SZ. Our VAT number is 499 4418 32. 

2. Our Terms & Conditions

2.1 What these Terms & Conditions cover: These Terms & Conditions apply to all transactions made at boundpets.com and which govern how you use the website and how we may interact with you. 

2.2 Why you should read them: Please read these Terms & Conditions carefully before you submit your order to us. These Terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem, and other important information.

2.3 If you don’t agree: These Terms & Conditions set out the general terms governing your use of our website. They apply to you as soon as you first use the website, and you are deemed to have agreed to be bound by them upon your first use of the website. If you do not wish to continue to be bound by these Terms & Conditions, please stop using the website and don’t set up an account or order any products from us. Please note that, if you wish to order products from our website, you must accept these Terms & Conditions.

2.4 Other important information: Our Privacy & Cookie Policy also sets out details of how your personal data will be used. You can find more about your data protection rights in our Privacy & Cookie Policy. 

2.5 Terms & Conditions changes: Each time you place an online order with us you will be asked to agree to our current terms and conditions. Please ensure that you are familiar with these as they are subject to change at any time.

3. Your Account On Our Website

3.1 To use the Services, including accessing or browsing our online stores or purchasing any of the products or services we offer, you may be asked to provide certain information, such as your email address, billing, payment, and shipping information. You represent and warrant that all the information you provide in our stores is correct, current and complete and that you have all rights necessary to provide this information.

3.2 Registering with us: In order to start a subscription with us, you will need to register with us and create an account using the process set out on the website. If you are purchasing a one-off product then you can use the guest checkout function. 

3.3 Account details. You must ensure the details of your account including your password or any other piece of information as part of our security procedures are kept confidential and secure. You must not disclose it to any third party. Please notify us immediately of any unauthorised use of your account. You must also ensure that any details you provide to us in connection with your account are complete and accurate as this may affect our ability to provide our products to you.

3.4 Account changes. You are responsible for all actions and changes to your account (including but not limited to change of subscription plan, postal address, and delivery instructions). You are also solely responsible for maintaining the security of your account credentials and for all of your account activity. You may not transfer, sell, assign, or license your account to any other person.

3.5 Over 18: Our website is only intended for users over the age of 18. By registering an account with us, you are confirming that you are at least 18 years of age.

4. Orders & Subscriptions

4.1 When you place an order, you are making an offer to purchase. Bound reserves the right to accept or decline your order for any reason at its discretion. Your order is not accepted until Bound confirms acceptance. We must receive and process your payment before your order is accepted. Please review your order carefully before submitting, as Bound may be unable to accommodate cancellation requests after an order is accepted. In the event that we do not accept, make a change to, or cancel an order, we will attempt to notify you by contacting the e‑mail, billing address, and/or phone number provided at the time the order was made. Your purchases are subject to return or exchange solely in accordance with our Refund Policy.

4.2 Our subscriptions: When you sign up for one of our plans, you will be subscribed to a regular order of products from us. These products will be provided to you at the intervals set out on the subscription page in accordance with these Terms & Conditions. You may pause deliveries within your subscription by using your account to alter the next payment date. Subsequent delivery schedules will then be recalibrated from the new delivery date.

4.3 Order acceptance: Acceptance of the order is automatic with the receipt of your order having been dispatched by email.

4.4 Payment details: In order to purchase products from this website, you must use correct, accurate and valid payment card details or an active third party payment provider account with either PayPal, Google or Apple Pay.

4.5 Order refusal: We work hard to ensure that all the information on our website is accurate, however, occasionally mistakes can occur. If we discover an error in the price or description of a product you have ordered we will let you know so you can decide whether to cancel or continue with your order.  

4.6 Detail Changes: You must promptly inform us of any changes to the information that you provided us with including your payment details which may affect your order. Please email us at hello@boundpets.com if you require changes to your delivery address after you have placed an order. We also reserve the right not to process your order. If you have not updated your card details and your subscription payment fails we will try a further six times to take the payment and will not ship the products unless payment has been accepted.

4.7 Subscription changes: In relation to our subscription products, if you require any changes including canceling or moving a delivery date to take effect prior to your next delivery you must do this within your online account prior to the cut-off date and time. This cut-off is 12:00pm the day before your subscription order is processed. We reserve the right to change the cut-off date and time and will notify you of this change. You will be unable to make a change to your order after this cut-off time, including but not limited to cancellation, address changes, payment details, and box contents. You will be charged for any delivery which is active at the time of cut-off. We reserve the right to change the cut-off date and time and will notify you of this change. 

4.8 Prices & charges: The total price breakdown will be displayed on the website prior to you confirming the order (plus VAT where appropriate). At this point, you can modify any details prior to completing the purchase. Delivery charges are calculated separately, you can find information on these along with any surcharges on our Delivery & Returns page. All of our prices, offers, and products are subject to availability and may change before (but never after) we accept your order.

4.9. Discount & free shipping: Free shipping is only available on spend over £39.99 or if offered as part of a special promotion. 

4.10 Order payment: The charge for the total price will be charged to the payment card we hold on your account for you at the cut-off time for each specific order. When you make a purchase you authorise us or our third-party payment processor to charge your payment method for any such purchases that may be accrued by or in connection with your purchase. You are responsible for the timely payment of all fees and for providing a valid method of payment. When you purchase our products you will be asked to provide customary billing information such as your name, billing address, and credit card information. You may also need to provide additional information to verify your identity before completing your transaction. If you are completing the purchase using a third-party payment processor, that processor’s terms and conditions apply to your payment transaction.

4.11 Updating or cancelling your subscription: You can manage your future orders with us through your account. Any changes you make may change the price of your order which will be displayed once you have submitted these changes. Your subscription will remain in place unless cancelled which can be done through your account. If you cancel your subscription and then reactivate it the price may be different. 

4.12 Non-subscription purchases: Our products can also be purchased as a one-off purchase. These products are sold on the same basis as our subscription products and are subject to these Terms & Conditions.

4.13 You represent and warrant that your purchases are for your own personal or household use and not for commercial resale or export.

5. Our Products

5.1 Product variation: We have made every effort to provide an accurate representation of our products and services in our online stores. However, please note that colors or product appearance may differ from how they may appear on your screen due to the type of device you use to access the store and your device settings and configuration.

5.2 Packaging variation: The packaging of the product may vary from that shown in images on our website. We also might make changes to our packaging. 

5.3 Our ingredients: The ingredients or the methods we use to make the products may change from time to time due to business or operational reasons and as we reserve the right to make minor changes to the product without notice and at our sole discretion. We will advise you if there is likely to be any significant difference in the product.

5.4 Our manufacturing: We use a premium manufacturer who are always first class in quality. Our manufacturers apply the same hygienic standards that are used in producing food products for human consumption and process food according to the IFS Food Standards and the HACCP Codex. 

5.5 Allergen advice: Please read the ingredients of our products before feeding the contents to your pet. It is your responsibility to ensure that any food you feed to your pet does not cause an adverse reaction and we cannot be held responsible for any allergic reaction your pet may have or any adverse consequences.

5.6 Storing the products: Our products are ambient so you can store them in a cool dry place. If you are ever unhappy with the quality of the product, you must notify us on the day of delivery by emailing hello@boundpets.com. We accept no liability for the management of the product after the delivery has been made to the address given by you.

5.7 All descriptions of products are subject to change at any time without notice at our sole discretion. We reserve the right to discontinue any product at any time and may limit the quantities of any products that we offer to any person, geographic region or jurisdiction, on a case-by-case basis.

6. Prices & Billing

6.1 Prices, discounts and promotions are subject to change without notice. The price charged for a product or service will be the price in effect at the time the order is placed and will be set out in your order confirmation email. Unless otherwise expressly stated, posted prices do not include taxes, shipping, handling, customs or import charges.  Please note the following in relation to any offers we make:

  • All new subscriber offers are limited to one individual subscription, unless otherwise explicitly stated.

  • We may cancel any special offer, introductory offer, or discount at any time without notice.

  • Promotional offers and discounts are available for limited time periods only.

  • Account credits and offers cannot be redeemed for cash.

6.2 Misuse of offers: We reserve the right to put any user account(s) on hold and prevent outgoing deliveries, and/or remove any offer from any user account(s) where we become aware of or detect any abuse or unfair treatment of any discounts and referral code(s).

6.3 Other offers: Except where otherwise stated, discounts and credits cannot be used in conjunction with any other offers.

6.4 Using our offers: After any discounted offer you will be charged the full price for subsequent orders until such time as another applicable and valid discounted offer is applied, or you cancel active subscriptions and orders with us.

6.5 Offer via third parties: If you have an offer or discount code via a third party who is selling our products then we are not liable for this and you will have to read and accept their terms & conditions. Our terms and conditions do not apply to third-party offers. 

6.6 Prices posted in our online stores may be different from prices offered in physical stores or in online or other stores operated by third parties. We may offer, from time to time, promotions on the Services that may affect pricing and that are governed by terms and conditions separate from these Terms. If there is a conflict between the terms for a promotion and these Terms, the promotion terms will govern.

6.7 You agree to provide current, complete and accurate purchase, payment and account information for all purchases made at our stores. You agree to promptly update your account and other information, including your email address, credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

6.8 You represent and warrant that (i) the credit card information you provide is true, correct, and complete, (ii) you are duly authorized to use such credit card for the purchase, (iii) charges incurred by you will be honored by your credit card company, and (iv) you will pay charges incurred by you at the posted prices, including shipping and handling charges and all applicable taxes, if any.

7. Delivery Of Our Products

7.1 Delivery costs: The delivery costs can be found on our Delivery Page. 

7.2 Delivery process: During the order process we will let you know when we will provide the products to you. Products will be delivered via our delivery partner DPD & Royal Mail. Please note, we may refuse to deliver to a particular location however we will tell you when you apply to register an account with us whether we can deliver to your address. 

7.3 Order delivery: For subscription products when you place your first order you won’t be able to select a specific date. The delivery frequency will be based on when you first make that order. Future deliveries run on a regular schedule that you can see in your account. Please note, actual delivery times may vary depending on your location, our stock availability, and when you finalise your information in your account. 

7.4 Delays outside our control: We are not liable for shipping and delivery delays. All delivery times are estimates only and are not guaranteed. We are not responsible for delays caused by shipping carriers, customs processing, or events outside our control. Once we transfer products to the carrier, title and risk of loss passes to you.

7.5 Unable to deliver: If no one is available at your address to take delivery, the product will be left, where practical, in your specified safe place. If no safe place is recorded on your account, the delivery will be left at your address in the most suitable location. We are unable to arrange a re-delivery or change the location of the delivery of the product once it is in transit.

7.6 Rescheduled delivery: If you do not re-arrange delivery, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

7.7 Missing deliveries: You must report missing or undelivered deliveries by emailing us at hello@boundpets.com.

7.8  Product responsibility: A product which is goods will be your responsibility from the time we deliver the product to the address you gave us You will be notified by our delivery partner of when this is.

7.9 Required information: We need certain information from you so that we can supply the products to you, for example, your delivery information. If you do not give us this information, we may not be able to deliver your products.

7.10 Delivery suspension: Orders will only be sent once payment has been received. 

8. Refund & Cancellation Information

8.1 Subscription cancellation: You can cancel your subscription at any time by visiting your account and cancelling the day before your next subscription is due to be paid. If the order has already been generated and dispatched you can still return the goods under our standard returns/refund policy. You can also pause your next delivery within your account by changing your delivery schedule and selecting the time frame you want for your next delivery. 

8.3 Product return: You can return any of our products within 30 days of delivery for a refund. To be eligible for a refund, your items must be unused and in the same condition that you received them. We can’t cover postage costs for products that aren’t faulty or damaged, so please return these to us on a tracked service within 30 days of receiving your order. Make sure you email us with your order number and returns tracking code at hello@boundpets.com. If you receive a defective product or incorrect product, please contact us immediately at hello@boundpets.com with your order number and a description of the problem. For more information head over to our Returns Page.

8.4 Our right to cancel: Furthermore, we reserve the right to change, limit, refuse or cancel any order you place with us at our sole discretion. In the event we make a change to or cancel an order, we will attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. 

9. Content On This Website

9.1 IP rights: All of the content is the property of Prefera Pet Food UK Limited, our affiliates, or third parties with whom we do business, and this means that it is protected by United Kingdom and international intellectual property laws and other relevant laws. Our Services, including but not limited to all trademarks, brands, text, displays, images, graphics, product reviews, video, and audio, and the design, selection, and arrangement thereof, used by Bound are owned by Prefera Pet Food UK Limited, its affiliates or licensors and are protected by U.K. and foreign patent, copyright and other intellectual property laws. All such rights are reserved. 

9.2 These Terms permit you to use the Services for your personal, non-commercial use only. You must not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store, or transmit any of the material on the Services without our prior written consent. Except as expressly provided herein, nothing in these Terms grants or shall be construed as granting a license or other rights to you under any patent, trademark, copyright, or other intellectual property of Bound, Shopify or any third party. Unauthorised use of the Services may be a violation of federal and state intellectual property laws. All rights not expressly granted herein are reserved by Bound.

9.3: Website content: Our website may include at any given time text, graphics, logos, icons, images, sound clips, video clips, and data compilations, and together with the Website’s page layout, underlying code, and software. Bound’s names, logos, product and service names, designs, and slogans are trademarks of Bound or its affiliates or licensors. You must not use such trademarks without the prior written permission of Bound. Shopify's name, logo, product and service names, designs and slogans are trademarks of Shopify. All other names, logos, product and service names, designs, and slogans on the Services are the trademarks of their respective owners.

9.4 Trademark: Bound is a UK registered trademark of Prefera Pet Food UK Limited. You are not permitted to use this or any other trademarks owned by us without our approval unless they are part of material you are using as permitted under these Terms & Conditions.

9.5 Information on this website: The content on our website is provided for general information only. While we do have information on our website from experts in pet care it is not intended to amount to advice on which you should solely rely on. You must obtain your own professional or specialist advice before taking, or refraining from, any action on the basis of the content on our website.

9.6 Linking To This Website: You may link to our website, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. We reserve the right to withdraw linking permission without notice.

9.7 Links To Other Websites: This website may contain links to other websites. Unless we expressly say otherwise, you should assume that these other websites are not under the control of Prefera Pet Food UK Limited. We assume no responsibility for the content of such websites, and we disclaim liability for any and all forms of loss or damage arising out of the use of them. Additionally, even if we include a link to another website on our website, that does not mean that we endorse that other website or in any way recommend that you should use it. These terms and conditions only cover the boundpets.com website. Equally any other websites that linked you to boundpets.com, are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites that are not under our control. 

9.8 Acceptable Use Of Our Website: You may use our website only for lawful purposes. You may not use our website:

  • In any way that breaches any applicable local, national or international law or regulation.

  • In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.

  • For the purpose of harming or attempting to harm minors in any way.

  • To bully, insult, intimidate or humiliate any person.

  • To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards.

  • To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).

9.9 Computer viruses: We do not guarantee that our website will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform to access our Site. You should use your own virus protection software. You must not misuse our website by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Site, the server on which our Site is stored or any server, computer or database connected to our Site. You must not attack our Site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will cooperate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Site will cease immediately.

10. Third Party

10.1 You may be provided with access to customer tools offered by third parties as part of the Services, which we neither monitor nor have any control nor input.

10.2 You acknowledge and agree that we provide access to such tools "as is" and "as available" without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools. Any use by you of the optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

10.3 The Services may contain materials and hyperlinks to websites provided or operated by third parties (including any embedded third party functionality). We are not responsible for examining or evaluating the content or accuracy of any third-party materials or websites you choose to access. If you decide to leave the Services to access these materials or third party sites, you do so at your own risk.

10.4 We are not liable for any harm or damages related to your access of any third-party websites, or your purchase or use of any products, services, resources, or content on any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products and services should be directed to the third-party.

11. Relationship With Shopify

11.1 Bound is powered by Shopify, which enables us to provide the Services to you. However, any sales and purchases you make in our Store are made directly with Bound. By using the Services, you acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and Bound, including any injury, damage, or loss resulting from purchased products and services. You hereby expressly release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your purchases and transactions with Bound.

12. Privacy Policy

12.1 All personal information we collect through the Services is subject to our Privacy Policy, which can be viewed here and certain personal information may be subject to Shopify's Privacy Policy, which can be viewed here. By using the Services, you acknowledge that you have read these privacy policies.

12.2 Because the Services are hosted by Shopify, Shopify collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you. Information you submit to the Services will be transmitted to and shared with Shopify as well as third parties that may be located in other countries than where you reside, in order to provide services to you. Review our Privacy Policy for more details on how we, Shopify, and our partners use your personal information.

13. Feedback

13.1 If you submit, upload, post, email, or otherwise transmit any ideas, suggestions, feedback, reviews, proposals, plans, or other content (collectively, "Feedback"), you grant us a perpetual, worldwide, sublicensable, royalty-free license to use, reproduce, modify, publish, distribute and display such Feedback in any medium for any purpose, including for commercial use. 

13.2 We may, but have no obligation to, monitor, edit or remove Feedback that we determine in our sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party's intellectual property or these Terms of Service.

13.3 You agree that your Feedback will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your Feedback will not contain libelous or otherwise unlawful, abusive or obscene Feedback, or contain any computer virus or other malware that could in any way affect the operation of the Services or any related website. You may not use a false email address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any Feedback. You are solely responsible for any Feedback you make and its accuracy. We take no responsibility and assume no liability for any Feedback posted by you or any third-party.

14. Errors, Inaccuracies and Omissions

14.1 Occasionally there may be information on or in the Services that contain typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information is inaccurate at any time without prior notice (including after you have submitted your order).

15. Breach Of This Policy

15.1 When we consider that a breach of these Terms & Conditions has occurred, we may take action resulting in all or any of the following:

  • Immediate, temporary or permanent withdrawal of your right to use our website.

  • Issue of a warning to you.

  • Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.

  • Further legal action against you.

  • Disclosure of such information to law enforcement authorities as we reasonably feel is necessary or as required by law.

15.2 You may access and use the Services for lawful purposes only. You may not access or use the Services, directly or indirectly: (a) for any unlawful or malicious purpose; (b) to violate any international, federal or provincial regulations, rules, laws, or local ordinances; (c) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (d) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or harm any of our employees or any other person; (e) to transmit false or misleading information; (f) to send, knowingly receive, upload, download, use, or re-use any material that does not comply with the these Terms; (g) to transmit, or procure the sending of, any advertising or promotional material, including any "junk mail," "chain letter," "spam," or any other similar solicitation; (h) to impersonate or attempt to impersonate any other person or entity; or (i) to engage in any other conduct that restricts or inhibits anyone's use or enjoyment of the Services, or which, as determined by us, may harm Bound, Shopify or users of the Services, or expose them to liability.

15.3 In addition, you agree not to: (a) upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Services; (b) reproduce, duplicate, copy, extract, sell, resell or exploit any portion of the Services; (c) collect or track the personal information of others; (d) spam, phish, pharm, or pretext the services; (e) use any robot, spider, scraping, data gathering and extraction tools, automatic devices or processes, AI tools (such as agentic AI) or automated or manual means to access the Services; or (f) interfere with, bypass, or circumvent the security or authorisation features, robot exclusion headers, or other measures we employ to restrict access to the Services. We reserve the right to suspend, disable, or terminate your account at any time, without notice, if we determine that you have violated any part of these Terms.

16. Termination

16.1 We may terminate this agreement or your access to the Services (or any part thereof) in our sole discretion at any time without notice, and you will remain liable for all amounts due up to and including the date of termination.

16.2 The following sections will continue to apply following any termination: Intellectual Property, Feedback, Termination, Disclaimer of Warranties, Limitation of Liability, Indemnification, Severability, Waiver; Entire Agreement, Assignment, Governing Law, Privacy Policy, and any other provisions that by their nature should survive termination.

17. Limitation of Liability

17.1 To the fullest extent provided by law, in no case shall Bound, our partners, directors, officers, employees, affiliates, agents, contractors, service providers or licensors, or those of shopify and its affiliates, be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation, lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the services or any products procured using the services, or for any other claim related in any way to your use of the services or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the services or any content (or product) posted, transmitted, or otherwise made available via the services, even if advised of their possibility.

17.1 Our recommendations: You acknowledge that the feeding guides provided by us are intended as a guide only. It is your responsibility as a pet owner to monitor your pet's weight and condition. If you have any concerns about your pet's weight and condition, please consult your vet. 

17.2 Handling your products: Customers should be aware that an order from Bound can be heavy, and so extra care should be taken when accepting delivery and unpacking the contents of the order, doing so directly from the box at ground level if required.

18. Revisions To The Terms & Conditions

18.1 You can review the most current version of the Terms of Service at any time on this page. We reserve the right, in our sole discretion, to update, change, or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. We will notify you of any material changes to these Terms in accordance with applicable law, and such changes will be effective on the date specified in the notice. Your continued use of or access to the Services following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

19. How To Contact Us

19.1 If you have any questions or comments regarding these Terms & Conditions or the website, please feel free to contact us:

Address: Marlborough House, 298 Regents Park Road, London, England, N3 2SZ
Email: hello@boundpets.com
Company Number: 16556610  
VAT Number: 499 4418 32