Terms of service
Terms of Service
1. Who we are
ChillPaw™ is a trading name of ChillPaw Ltd, a company registered in England and Wales under company number 17313478. You can reach us at Chillpawltd@gmail.com.
2. About these terms
These terms apply when you use chillpaw.co.uk or buy from us. By placing an order you agree to them. Please read them alongside our Refund and Returns Policy and Privacy Policy, which form part of these terms. We may update these terms from time to time. The version live on the site when you order is the version that applies to your order.
3. Placing an order
When you place an order you are making an offer to buy. We will send an order confirmation email, which is an acknowledgement rather than an acceptance. A contract forms only when we dispatch your order. We may decline an order or cancel it before dispatch, for example if the product is out of stock, if we spot a pricing error, or if we cannot verify your payment details. If we cancel, we refund you in full.
4. Prices and payment
Prices are shown in pounds sterling and include VAT where applicable. If you are browsing from outside the UK, prices may display in your local currency using an approximate conversion rate. The charge is taken in pounds sterling and your bank sets the final rate. Delivery costs are shown at checkout before you pay. We take payment at the point of order. If a product is listed at an obviously incorrect price we will contact you before dispatching and you can confirm at the correct price or cancel.
5. Delivery
We aim to deliver within 3 to 7 days. Delivery times are estimates and not guaranteed. Where we ship outside the UK, you are the importer of record and any customs duties, import VAT, or handling fees charged by your country are your responsibility. Risk in the goods passes to you on delivery.
6. Returns and refunds
Your cancellation, return, and refund rights are set out in full in our Refund and Returns Policy. Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
7. Using our products safely
ChillPaw mats are pressure activated cooling mats for pets. They are a comfort product and not a medical device or a substitute for shade, fresh water, ventilation, or veterinary care. Never rely on a cooling mat alone to manage a pet in hot conditions. Supervise your pet when the mat is first introduced. The mat is not a chew toy. If your pet punctures or chews the mat, stop using it immediately, keep your pet away from the contents, and contact your vet if you think any has been swallowed. Please follow the care instructions supplied with your mat, including how to clean it.
8. Acceptable use
You may use our site for personal, non commercial purposes. You must not attempt to gain unauthorised access to the site, scrape or copy its content, introduce malicious code, or use it in any way that damages or disrupts it. If you leave a review or submit content, you confirm it is your own honest opinion and that you are not infringing anyone else's rights. We may remove content that is abusive, misleading, or unlawful.
9. Intellectual property
The ChillPaw name, logo, site design, photography, and written content belong to ChillPaw Ltd or our licensors. You may not reproduce or use them commercially without our written permission.
10. Our liability
We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited. Subject to that, we are responsible for loss you suffer that is a foreseeable result of us breaking these terms, and our total liability for any order is limited to the amount you paid for it. We are not liable for business losses, as our products are supplied for domestic and private use.
11. Events outside our control
We are not responsible for delays or failures caused by events beyond our reasonable control, such as courier disruption, extreme weather, or supplier failure. If one occurs we will contact you and you can wait or cancel for a full refund.
12. Complaints and disputes
Email Chillpawltd@gmail.com and we will reply within one working day and aim to resolve things quickly. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, though if you live in Scotland or Northern Ireland you may bring proceedings in your local courts.