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The legal bits

Please see below for information on our terms and conditions, privacy policy and cookie policy.

  1. Terms and conditions
  2. Our privacy policy
  3. Our cookie policy
Terms & conditions
  1. Introduction
This site is owned and operated by Independent Vetcare Limited trading as Pet Drugs Online ("we" or "us"). Registered office: Station House East, Ashley Avenue, Bath BA1 3DS. Registered number 07746795 (England and Wales).

We provide the information contained on this website and any of the pages comprising the website ("website") to visitors ("visitors") (cumulatively referred to as "you" or "your" hereinafter) subject to these website terms and conditions, the privacy policy and any other relevant terms and conditions, policies and notices which may be applicable to a specific section or module of this website (“Terms”). If at any time you do not wish to accept the Terms, you are not permitted to use the website. We reserve the right at any time to modify these Terms and to impose new or additional terms or conditions on your use of the website. Such modifications and additional terms and conditions will be effective immediately and incorporated into these Terms once posted on the website. Whilst we will endeavour to inform you when modifications arise we are not obliged to do so and your continued use of the Website will be deemed acceptance of them. By using the website you signify your unconditional acceptance of the Terms:
  1. Accuracy of Information on the Website
2.1. Whilst every effort is made to update the information contained on this website, neither the we  nor any third party or data or content provider make any representations or warranties, whether express, implied in law or residual, as to the sequence, accuracy, completeness or reliability of information, opinions, research information, data and/or content contained on the website (including but not limited to any information which may be provided by any third party or data or content providers) ("information") and shall not be bound in any manner by any information contained on the website. We reserve the right at any time to change or discontinue without notice, any aspect or feature of this website. No information shall be construed as advice and information is offered for information purposes only and is not intended for trading purposes. You rely on the information contained on this website at your own risk. This website should not be used as a substitute for advice from a veterinary professional. If you find an error or omission at this site, please let us know. Our site contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a product's correct price is less or higher than our stated price, we shall notify you before dispatching the product and request instructions on whether you wish to proceed with the order. We are under no obligation to charge the lower amount when dispatching the product to you.
  1. Account Registration
3.1 When you register an account with Pet Drugs Online to use the website you agree the information and personal details you provide on registration and at any time are correct and complete to the best of your knowledge. You agree to keep your account information and personal details up to date.

3.2 When you register an account with Pet Drugs Online to use the website you must create a password. You are responsible for maintaining the confidentiality of your password and account. We shall not be liable to you or any other person partnership, company or any other entity for any loss or damage which may arise as a result of any failure by you to protect your password or account. 
  1. Ordering Online
4.1  You agree to pay us the full amount and that you understand the requirements for ordering Prescription Drugs.

4.2   All images shown are for illustration purposes only. Whilst every effort is made to ensure that they are as accurate as possible, the packaging shown on products may occasionally vary due for a number of reasons including changes made by manufacturers/suppliers, and imagery may not be available for all product option sizes. The product selected on the "Add to basket" link will reflect the item purchased. 

4.3   To check the availability of a product please send us an email to or call 01761 603141.

4.4   You agree to complete your animals’ details when requested to do so. Certain licensed NFA-VPS products require this information to be provided before they can be sold to you to ensure you are ordering the correct product for your animal.

4.5   The Summary of Product Characteristics (SPCs) for all medicinal products sold on this site is available from the Veterinary Medicine’s Directorate (VMD) Product Information Database at

4.6   In the event of an adverse reaction to any medicinal product it should be reported to the VMD using the form at
  1. Prescription Only items
5.1 If your order contains prescription only drugs you must within 28 days of your order send a prescription following one of the methods set out on our Prescriptions Information Page.  If you do not do so within this time limit your order for prescription only drugs will be cancelled automatically. You will then be entitled at any point during the following 90 days to request in writing to us a refund for the prescription only drugs on the cancelled order. This amount (less an administration charge of £5) will be repaid only to the account, debit or credit card used by you for the cancelled transaction after the expiry of the 90 day period. After this time window you will have no entitlement to any repayment or refund.

5.2 You can download and use a Prescription Form available on our Prescription Information Page click here (insert hyperlink) or send us a standard veterinary prescription form available from a veterinary professional.
  1. Altered Prescriptions
6.1 You are advised that the Veterinary Medicines Regulations (“VMR”) were amended in 2009 to make it a criminal offence to tamper with a written prescription. Schedule 3 Part 5(3) of the VMR states that ‘no person may alter a written prescription unless authorised to do so by the person who signed it’. Pet Drugs Online has a zero tolerance policy for altered or forged prescription. We check all prescriptions received to verify their authenticity. Where we suspect the prescription has been illegally amended, altered or tampered with we will immediately notify you and contact the relevant veterinary practice. If our suspicions are confirmed by the relevant practice we shall immediately cancel the whole of the order in which the altered prescription is included, de-activate the relevant user account and report the misuse to the Veterinary Medicines Directorate. 

6.2 If we suspect the authenticity of a prescription and that it has been created fraudulently using a veterinary surgeon’s identity, in addition to the above measures, we shall report the matter to the police who will deal with it as a matter of fraud.

6.3 In all cases where we suspect a prescription has been illegally altered or is a forged document we shall charge a Reporting Fee of £50 per prescription. By agreeing to these Terms and Conditions you agree that we may deduct the Reporting Fee form the payment received with the order and return the balance to you. If the payment received with your order is less than the Reporting Fee you agree to provide us with the balancing payment within 7 days of notification.  

6.4 You are advised that Prescriptions are only valid for 6 months from date of issue. Prescriptions for Scheduled Drugs are also for single use only and cannot be written as repeat prescriptions.

6.5  Whilst we endeavour to ensure all Prescription Only items prices displayed on our website are accurate, occasionally there may be some fluctuation due to manufacturer’s price increase or specific order requirement. In such cases we will contact you to advise you of the revised price once we have your prescription.
  1. Non Prescription Items
7.1  When purchasing non-prescription items from the website you may be asked to provide some additional information about your animals’ health so we can ensure that the non-prescription item is suitable for your animals’ needs.

7.2   You agree by accepting these Terms to read and check the manufacturer’s datasheet supplied, to use the product according to the manufacturer’s guidelines and to check that the products are suitable for the species, age, and weight of animal and correct indication.

7.3 If you are in any doubts as to the suitability of the items you must contact your vet.
  1. Security
8.1 Pet Drugs Online accept payments made by credit/debit card via Paypal and sage pay. When you purchase items from the website, you agree that the credit/debit card you use to pay for purchases is your own. 

8.2 Pet Drugs Online holds no information regarding your credit/debit/bank account details.  You will receive a confirmation email that the transaction has been authorised and that your card has been debited. You will also receive a reference number with this confirmation which will be required for any correspondence.   

8.3 Pet Drugs Online are PCI (Payment Card Industry) Compliant, this means our processes and infrastructure are reviewed regularly to ensure we meet high operational standards. This is certified by Security Metrics, for full details of their service and the PCI standards please click here.

8.4 Pet Drugs Online has taken reasonable steps to ensure security of your personal information from loss, misuse and unauthorised access. However there are no guarantees. You should keep in mind that no Internet transmission is ever 100% secure or error-free. In particular, any e-mail sent to or from this site may not be secure, and you should therefore take special care in deciding what information you send to us via e-mail. Any information you do provide us with, regardless of method or purpose, is at your own risk.
  1. Payment

9.1   Pet Drugs Online process payments by Sage Pay and also PayPal.

Sage Pay are one of the leading online payment solution providers and process millions of secure payments each month for over 45,000 businesses. They are also a Level 1 PCI DSS compliant Payment Service Provider.

PayPal handles payments for over 230 million users worldwide. PayPal to international PCI (Payment Card Industry) and CISP (Cardholder Information Security Program) standards for data protection. It deploys address and card verification checks and runs under 128-bit encryption.

  1. Deliveries
10.1 Pet Drugs Online will not be held responsible for lost parcels caused due to an incorrect delivery address entered by you.

Delivery address cannot be changed once the order has been shipped.

Pet Drugs Online are unable to refund courier delivery charges. Courier delivery does not guarantee next day delivery. In the event of the parcel not being delivered next day, delivery charges will not be refunded.

We accept no responsibility if your order is stopped by international customs. We are unable to dispatch dangerous goods such aerosols & flammables to international locations due to transport regulations.

Orders over £100 in value must be sent via a Courier Service . Where customers choose a Royal Mail 1st or 2nd Class service the maximum compensation Pet Drugs will cover is £100. Any amount over this needs to be paid by the client before a resend will be made.

10.2 Most orders are accepted within one business day from placing the order and dispatched within one business day from our acceptance of your order. We dispatch your order using Royal Mail 2nd Class as Standard Delivery unless you request one of the alternative shipping methods available. Full details of the alternative shipping methods and estimated timescales of delivery are available on the Delivery Information page. All products which require refrigeration must be sent via Next Day Special Delivery (£5.95 charge) to ensure that they arrive in optimum condition. They cannot be sent internationally. All refrigerated items are sent with cold packs to ensure maintenance of temperature for the 24 hour delivery period. It is your responsibility to ensure that someone is available to sign for the package and that the contents are placed in a fridge immediately after receiving the parcel. We cannot take any responsibility for the contents of the package after the allotted 24 hour delivery period e.g. if no one is available to sign for the parcel at delivery and it gets sent to the local delivery office We take no liability whatsoever for the cost of a replacement order.

10.3 If for any reason an item is out of stock or is not received in time from our suppliers we will notify you of when we expect to be able to dispatch. If you do not accept the likely dispatch date under these circumstances we shall at our discretion cancel the order and provide you with a full refund.

10.4 We advise not to leave your order to the last minute, especially if you are running low on important medication and to place your order as soon as possible to ensure there is sufficient time for your order to be processed, packed and  dispatched to you.

10.5 Processing, Packing & Dispatch:

10.5.1    Please allow up to 24 hours (Monday – Friday) to process, pack and despatch your order from our warehouse. Orders are dispatched Monday to Saturday (excluding bank/public holidays). Orders that are placed on a Friday and weekends will be delivered the following week.

10.6. Shipping Methods & Timescales - UK Mainland:

10.6.1  We offer a number of shipping methods and timescales, including Next Day Courier Delivery for urgent items. Please note that these time-scales are approximate guidelines only, and do not include the additional 24 hours required for processing, packing and dispatching orders from our warehouse.

10.7    Shipping Locations & Prices:

10.7.1    We split our deliveries into three categories:  1) UK Mainland, 2) UK Highlands, Islands & Northern Ireland and 3) Europe & European Union (EU). The location you select as your delivery address and the weight and value of the items ordered determines what options and prices you will be offered when checking out.

10.7.2    ALL orders below £20.00 in value are subject to a £2.50 handling fee.

10.7.3    Please note that due to the nature of the products that we sell, there are some countries and territories which we cannot ship to. We ship only within Europe.

10.7.4    Please be aware that at times the postal carriers may change.  A large, bulky item such as a Cat Carrier (which is physically large but light in weight) may also attract specific postal charges.

10.7.5    Shipping of refrigerated products - please note that all products that require refrigeration must be sent via Next Day Courier Delivery (£5.95 charge) to ensure that they arrive in optimum condition and cannot be sent internationally. All refrigerated items are sent with cold packs to ensure maintenance of temperature for the 24 hour delivery period. It is the customer’s responsibility to ensure that someone is available to sign for the package and that the contents are placed in a fridge immediately after receiving the parcel. We cannot take any responsibility for the contents of the package after the allotted 24 hour delivery period (e.g. if no one is available to sign for the parcel at delivery and the item is sent to the local delivery office) we are not liable for the cost of a replacement order.

10.8 What to do if your item does not arrive within expected time-scales

10.8.1    The vast majority of our orders will arrive within the time-scales provided on the site. However if you order has not been delivered within these expected time-frames after it has been despatched we ask that you please first check with your local post office and follow the guidelines below:

Less than 4-5 working days after your order were processed:
Please keep waiting for your order to arrive as it is most likely still in transit and may have been held up by an incomplete address, missing postcode or circumstances out of our control such as adverse weather conditions or strike action.

5-10 working days after your order were processed:
Your mail is now officially delayed and our advice is to check with neighbours that could have taken in the parcel on your behalf.  If your item requires a signature and no-one is available to sign for it, the postman or courier will take your item back to your local delivery office.  The postman should leave you a card to inform you of this.

15 working days after your order was processed:
Once 15 working days have passed since despatch, Royal Mail class your item as lost and we are then able to send out a replacement.

Please send us an email complete with your order reference number and confirming that you have never received the item. 

We cannot replace items that the Royal Mail has lost until 15 working days have passed.

Please ensure your delivery address is correct when placing an order.  If you require a signature we advise you choose a delivery address where someone is guaranteed to be in to sign for your order, such as your work address.  We cannot take responsibility for undelivered items caused by incorrect address details.

  1. Returns and Exchanges
11.1      Return of unwanted Non Medicinal items
As detailed in the Consumer Protection Distance Selling Regulations 2000 (and amendments), you are entitled to 14 days to cancel an order from receipt of the order.

We can accept foods, pet accessories e.g. collars, leads, toys, bowls etc., pheromone product e.g. Adaptil, Feliway, Pet Remedy and certain non-prescription supplements e.g. joint supplements. It is your responsibility to contact Pet Drugs Online by email to advise us of your intention to return or exchange any item(s) within 14 days of receipt of them. After this date, it falls solely within the discretion of Pet Drugs Online if a return or exchange will be accepted.

You must return items using the address on the invoice received with the delivery. Please ensure you provide us with your name and contact details. In order to receive a refund the items must be unopened and unused, in original packaging. We will contact you with details of your refund, once we receive and process the returned item.

We will not compensate you for return postage unless the order is being returned due to our error and such error has been acknowledged by us in writing. You will receive a refund for the order cost in full. Please allow 10 days from the date of our receipt of the returned item for the money to reach your account. If your refund has not arrived after this time please contact our customer service team who will be happy to help. Opened and or used products cannot be returned to us unless the product is faulty or broken. Genuinely faulty goods will be credited by refunding the amount paid for the item in full and return P&P. This does not affect your statutory rights.

Should any goods arrive with minor damage in transit, and be adversely affected by that damage, we will replace these items. Where only part of an order is damaged we will provide a credit for the damaged items only. For instance if an order contains several tins of food and a only a few tins are damaged in transit, we will credit you for the damaged items only as opposed to the whole order. Should you wish to not accept the whole order you can return the order back to us, but we cannot be responsible for the cost of returning the items.

We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. We will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to recover our fees and expenses from you. We believe that all our items are of the highest quality and we endeavour to provide you with the best possible service. If you are not satisfied with our goods for any reason, you should notify Pet Drugs Online by telephone or email within 14 days of receiving the goods. Our customer service team will then be able to assist you.

11.2        Medicinal Items
Medicinal items cannot be returned due to reasons of hygiene, possible contamination and directives from the governing body. Medicinal items include all prescription medicines, flea treatments, worming tablets.

11.3        Unauthorised Returns
If you return an item without prior approval and an authorisation code, we will be unable to process your return and no refund or replacement will be provided. Unauthorised returns will be sent back to the sender with a delivery charge and £15 administration fee.

11.4        Refunds
Any refunds due back to you under conditions 3.1 -3.2, will be refunded via the same means as when the order was placed and by no other methods.

11.5        Prescription Orders
If your order contains prescription only drugs you must within 28 days of your order send a prescription following one of the methods set out on our prescriptions information page.  If you do not do so within this time limit your order for prescription only drugs will be cancelled automatically. You will then be entitled at any point during the following 90 days to request in writing to us a refund for the prescription only drugs on the cancelled order. This amount (less an administration charge of £5) will be repaid only to the account, debit or credit card used by you for the cancelled transaction. After this time window you will have no entitlement to any repayment or refund.
  1. Intellectual Property
12.1        The content of the website, including graphics, data, information, text, images, design, logos, links, software and source code are protected by copyright, trademarks, database and other intellectual property rights.  All rights, including copyright, in the content the pages of the website are owned and controlled by us. You may retrieve and display the content of the website on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy, broadcast, download, store (in any medium), show, play in public, adapt, change in any way or distribute or use for commercial purposes any of the materials or content on the website without our prior written permission.
  1. Trade Marks
The trade marks, names, logos and service marks (collectively "trademarks") displayed on this website are registered and unregistered trademarks belonging to us, suppliers, manufacturers and partners of the owner. Nothing contained on this website should be construed as granting any licence or right to use any trade mark without our prior written permission.
  1. External Links
External links may be provided for your convenience, but they are beyond our control and no representation is made as to their content. Use or reliance on any external links and the content provided thereon is at your own risk. When visiting external links you must refer to that external websites terms and conditions of use. No hypertext links shall be created from any website controlled by you or otherwise to this website without our express prior written permission. Please contact us if you would like to link to this website or would like to request a link to your website.
  1. Warranties
Pet Drugs Online make no warranties, representations, statements or guarantees (whether express, implied in law or residual) regarding the website, the information contained on the website, your or your company's personal information or material and information transmitted over our system.
  1. Disclaimer of Liability.
Pet Drugs Online its directors, shareholders and associated persons shall not be responsible for and disclaims all liability for any loss, liability, damage (whether direct, indirect or consequential), personal injury or expense of any nature whatsoever which may be suffered by you or any third party (including your company), as a result of or which may be attributable, directly or indirectly, to your access and use of the website, any information contained on the website, your or your company's personal information or material and information transmitted over our system. In particular, neither we nor any third party or data or content provider shall be liable in any way to you or to any other person, firm or corporation whatsoever for any loss, liability, damage (whether direct or consequential), personal injury or expense of any nature whatsoever arising from any delays, inaccuracies, errors in, or omission of any share price information or the transmission thereof, or for any actions taken in reliance thereon or occasioned thereby or by reason of non-performance or interruption, or termination thereof.
  1. General
17.1 Entire Agreement.
These Terms constitute the sole record of the agreement between you and us in relation to your use of the website. Neither you, nor us shall be bound by any express tacit or implied representation, warranty, promise not recorded herein. Unless otherwise specifically stated these Terms supersede and replace all prior commitments, undertakings or representations, whether written or oral, between you and us in respect of your use of the website. You agree that your order is an offer to buy the items and products under these Terms. All orders must then be accepted by us. Please note that the Order confirmation email is not an acceptance of your order. Acceptance of your order and the formation of the contract of sale between Pet Drugs Online and you will not take place unless and until you have received your order. Please note that Pet Drugs Online reserves the right to cancel your order at any time before you receive your ordered items.

17.2 Alteration
We may at any time modify any relevant terms and conditions, policies or notices. You acknowledge that by visiting the website from time to time, you shall become bound to the current version of the relevant Terms (the "current version") and, unless stated in the current version, all previous versions shall be superseded by the current version. You shall be responsible for reviewing the then current version each time you visit the website.

17.3 Severability.
All provisions of any of the Terms, Policies and Information Notices are, notwithstanding the manner in which they have been grouped together or linked grammatically, severable from each other. Please contact us if you require clarification on any of the terms in this statement.

17.4 Applicable laws.
All Terms, policies and information notices shall be governed by and construed in accordance with the laws of Great Britain without giving effect to any principles of conflict of law. You hereby consent to the exclusive jurisdiction of the High Court of Great Britain in respect of any disputes arising in connection with the website, or any relevant terms, policies and notices or any matter related to or in connection therewith.

17.5 Accessing the Site
We cannot guarantee that the website will operate continuously or without interruptions or be error-free. You must not attempt to interfere with the proper working of the website and, in particular, you must not attempt to circumvent security, tamper with, hack into, or otherwise disrupt the website or any computer system, server, router or any other internet-connected device. We cannot and do not guarantee or warrant that any content of the website will be free from infection, viruses and/or other code that has contaminating or destructive properties. You are responsible for implementing sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the safety and reliability of data input and output. We do not accept liability for any losses or claims arising from any inability to access the website or any failure to complete a transaction.
  1. Regulation
We are registered as a Veterinary Practice Premises with the Royal College of Veterinary Surgeons. Our premises reference number is: 7059400. You can verify our status by contacting the RCVS directly; their contact details are available on their website

Registered Business Address:
Company Registered in England
Independent Vetcare Ltd, Station House East, Ashley Avenue, Bath BA1 3DS
Company No. 07746795
VAT No. 115 1416 585
The owner of the business is Independent Vetcare Ltd.
2. Our privacy policy
Pet Drugs Online ("We") are committed to protecting and respecting your privacy.
This policy (together with our terms of use and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us.  Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. By visiting you are accepting and consenting to the practices described in this policy.
For the purpose of the Data Protection Act 1998 (the Act), the data controller is Pet Drugs Online of Unit 7B, Burnett Business Park, Gypsy Lane, Keynsham, Bristol, BS31 2ED.
Information we may collect from you
We may collect and process the following data about you:
  • Information you give us. You may give us information about you by filling in forms on our website (our website) or by corresponding with us by phone, e-mail or otherwise. This includes information you provide when you register to use our website, subscribe to our service, search for a product, place an order on our website, participate in discussion boards or other social media functions on our website, enter a competition, promotion or survey and when you report a problem with our website. The information you give us may include your name, address, e-mail address and phone number, financial and credit card information, personal description and photograph.
  • Information we collect about you. With regard to each of your visits to our website we may automatically collect the following information
    • Technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
    • information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our website (including date and time); products you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.
    • Information about the browser (type, version, screen size, etc.), basic information about the user (IP address, language, time zone) and data containing mouse movements, clicks, scroll events and keystrokes are sent to Mouseflow. No personal data is sent, and no data is ever shared between websites. The script does not use third-party cookies. No data is shared with third parties, except for highly summarized data gathered across all Mouseflow accounts, e.g. usage share of browsers, average screen size, etc. Keystrokes from password fields and fields marked as “sensitive” are never recorded or sent over the network. You can opt out of Mouseflow by clicking here
  • Information we receive from other sources. We may receive information about you if you use any of the other websites we operate or the other services we provide. In this case we will have informed you when we collected that data that it may be shared internally and combined with data collected on this website. We are also working closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies) and may receive information about you from them.
3. Cookies
Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our website. For detailed information on the cookies we use and the purposes for which we use them see our Cookie policy below.
Uses made of the information
We use information held about you in the following ways:
  • Information you give to us. We will use this information:
    • to carry out our obligations arising from any contracts entered into between you and us and to provide you with the information, products and services that you request from us;
    • to provide you with information about other goods and services we offer that are similar to those that you have already purchased or enquired about;
    • to provide you, or permit selected third parties to provide you, with information about goods or services we feel may interest you. If you are an existing customer, we will only contact you by electronic means with information about goods and services similar to those which were the subject of a previous sale or negotiations of a sale to you. If you are a new customer, and where we permit selected third parties to use your data, we (or they) will contact you by electronic means only if you have consented to this. If you do not want us to use your data in this way, or to pass your details on to third parties for marketing purposes, please tick the relevant box situated on the form on which we collect your data (the order form OR registration form]);
    • to notify you about changes to our service;
    • to ensure that content from our website is presented in the most effective manner for you and for your computer
  • Information we collect about you. We will use this information:
    • to administer our website and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
    • to improve our website to ensure that content is presented in the most effective manner for you and for your computer;
    • to allow you to participate in interactive features of our service, when you choose to do so;
    • as part of our efforts to keep our website safe and secure;
    • to measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you;
    • to make suggestions and recommendations to you and other users of our website about goods or services that may interest you or them
  • Information we receive from other sources. We may combine this information with information you give to us and information we collect about you. We may us this information and the combined information for the purposes set out above (depending on the types of information we receive).
Disclosure of your information
We may share your personal information with any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.
We may share your information with selected third parties including:
  • Business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you.
  • Advertisers and advertising networks that require the data to select and serve relevant adverts to you and others.  We do not disclose information about identifiable individuals to our advertisers, but we may provide them with aggregate information about our users (for example, we may inform them that 500 men aged under 30 have clicked on their advertisement on any given day). We may also use such aggregate information to help advertisers reach the kind of audience they want to target (for example, women in SW1). We may make use of the personal data we have collected from you to enable us to comply with our advertisers' wishes by displaying their advertisement to that target audience].
  • Analytics and search engine providers that assist us in the improvement and optimisation of our website.
  • Credit reference agencies for the purpose of assessing your credit score where this is a condition of us entering into a contract with you.
We may disclose your personal information to third parties:
  • In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.
  • If Pet Drugs Online or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
  • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use and other agreements; or to protect the rights, property, or safety of Pet Drugs Online, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
Where we store your personal data
The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff, operating outside the EEA who work for us or for one of our suppliers. Such staff maybe engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. Pet Drugs Online will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.
All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted [using SSL technology. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our website; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
Your rights
You have the right to ask us not to process your personal data for marketing purposes. We will usually inform you (before collecting your data) if we intend to use your data for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data.  You can also exercise the right at any time by contacting us at: Pet Drugs Online, Unit 7B, Burnett Business Park, Gypsy Lane, Keynsham, Bristol, BS31 2ED. Email
Our website may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates.  If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies.  Please check these policies before you submit any personal data to these websites.
Access to information
The Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.
Changes to our privacy policy
Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to our privacy policy.
Questions, comments and requests regarding this privacy policy are welcomed and should be addressed to
Pet Drugs Online, Unit 7B, Burnett Business Park, Gypsy Lane, Keynsham, Bristol, BS31 2ED.
Fax: 01225 580077
Tel: 01761 603141
Our cookie policy
It is essential for the function of our site that we place a text file called a ‘cookie’ in the browser files of your computer when you visit. The cookie may be stored on your computer's hard drive. The information that we collect using cookies is non-personal information. You are always free to decline our cookies if your browser permits, but some parts of our website may not work properly if you do.
We will not allow third parties to place cookies on our web site. Some third parties serve cookies on other sites that help us improve our service. For example, like most companies, we use Google Analytics to help us monitor our website traffic. We also use third party cookies to help us with revenue tracking. Specifically these refer to sales conversions achieved through advertising systems such as Google Ads and our affiliate network. These systems capture only the transactional information (the products purchased and totals of the purchase) and nothing that could identify you personally.