INTRODUCTION AND DEFINITIONS

This document describes the terms and conditions (the “Conditions”) upon which Support 4 Pet Business (“we”, “us”, “our”) sells Goods and supplies Services to you, the Client.  These Conditions apply strictly to business-to-business (B2B) transactions.

• “Goods” means the digital products, templates, and items listed on our website (the “Website”) and on our social media pages (“Social Media”).

• “Services” means the professional assistance listed on the Website and Social Media.

• “1-2-1 Services” means unique, distinct projects completed on your behalf.

• "Ongoing Support" means as-needed professional assistance, invoiced monthly on a pay-as-you-use basis, triggered only when a request is made.

By ordering any Goods or requesting Services, you agree to be bound by these Conditions.  You will be unable to proceed with the transaction if these Conditions are not accepted.  Payment for Goods or Services constitutes full acceptance of these terms.

 

RATES AND ESTIMATES

• Pricing: The prices of Goods or Services are stated on the Website, order enquiry, or invoice.  Prices are based on electronic delivery and performance within the UK unless specified otherwise.

• Free Items: Should we issue a selection of Goods or Services free of charge as a gesture, you remain bound by these Conditions.

• Estimates: Pricing statements for Services are estimates and do not constitute a fixed fee.  Estimates are based on available information and are subject to change due to unforeseen circumstances or additional client requirements.

• Scope Adjustments: Fees may be adjusted if the project scope increases or delivery is extended due to variables outside our control, including:

  • Unexpected technical complications or data issues.

  • Additional client-requested changes or features.

  • Situations where you require foundational training, educational guidance, or extensive onboarding before the contracted Services can successfully proceed.

 

PAYMENT AND BILLING TERMS

• Methods: Payment methods are specified on the Website and your Service Invoice.

• Website Delivery: Digital goods paid for via the website are accessible immediately via a link on the payment confirmation message.

• Manual Delivery: Digital goods manually requested will be sent electronically within 24 hours of receipt of payment.

• Ongoing Support Billing: Ongoing Support services are billed on a calendar-month basis.  Receipt of any inquiry or assistance request via any communication channel initiates a monthly billing cycle.  All subsequent requests within that calendar month are consolidated into a single invoice, which is finalised and issued at month-end.  No invoice will be generated for months with no support activity.

• 1-2-1 Services Billing: 1-2-1 Services require an upfront deposit of 50% of the estimated total cost.  The remaining balance is due within 5 days of project completion.

• Late Payment Interest: We reserve the right to charge statutory interest at 8% above the Bank of England base rate, plus statutory debt recovery costs, on all invoices remaining unpaid after their due date in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.  Invoices remaining unpaid for more than 28 days will be referred to the Small Claims Court.

• Scope Changes: Changes or additions requested during an active project will be treated as a separate, billable order.

 

ORDER CHANGES AND CANCELLATIONS

• Availability: All orders are subject to acceptance and availability.

• Delays: If we cannot provide Services within the agreed timeframe, we will notify you to agree on the next course of action.  If you choose to discontinue the Services, you will receive a partial refund for uncompleted work, and all completed work product will be sent to you.

• Client Modifications: If you request a change to the Services, we will notify you of any changes to pricing or performance dates.  We require your approval before modified work commences.

• Final Sales: Because digital goods are delivered instantly and cannot be returned, all B2B sales of digital products are final.  No exchanges or refunds will be issued once electronic delivery has occurred.

 

DELIVERY

• Method: Digital goods will be delivered electronically to the email address provided on the order.

• Client Responsibility: Prior to reporting the non-receipt of any digital deliverables via email, the Client shall thoroughly inspect their junk, spam, and alternative electronic filtering folders.

 

PERFORMANCE OF 1-2-1 SERVICES

• Timelines: Upon accepting a 1-2-1 Service order, we will provide estimated start and completion dates and will endeavour to meet them.

• Client Co-operation: You must provide complete, accurate information in a timely manner.  Failure to do so will invalidate original estimated timelines.  Additional charges may be incurred to amend work resulting from incorrect or delayed information.

• Reviewing Work: Once work is complete, clients must review the work and give a final approval.  Any changes must be notified within 3 days.  Changes after the 3 day window are treated as a new, chargeable request. 

• No Response: After 3 days it is assumed that the documents are satisfactory, and an invoice for the work will be issued.  

 

INTELLECTUAL PROPERTY AND LICENSING

• Ownership: The original content of all digital goods and deliverables remains the exclusive intellectual property of Support 4 Pet Business.

• Commercial License: You are granted a non-transferable license to amend, change, and use the digital goods for your internal personal or business needs.

• Sharing Restrictions: You may not share, sell, or distribute our digital goods to third parties, including sub-contractors, hosts, or volunteers performing services on your behalf in an alternative or secondary location, without our advance written permission.

• No Resale: We do not consent to digital goods being purchased for commercial resale or redistribution.

 

LIABILITY AND INDEMNITY

• Quality Standard: We have a duty to supply digital goods and Services that conform to the Contract, ensuring they are as described, fit for purpose explicitly advised, and carried out with reasonable care and skill.

• Modifications: Once you (or a third party instructed by you) amend any digital goods or documents supplied via Ongoing Support or 1-2-1 Services, we shall be held harmless from any loss or damages incurred from their use.

• No Guarantees: We do not guarantee subsequent business performance or professional outcomes from using our digital goods or Services and shall be held harmless from such claims.

• No Waiver: No failure or delay to enforce any term of this Agreement shall constitute a waiver of that provision.  Any single instance of non-enforcement is a non-binding gesture and shall not prevent future enforcement of that or any other term.

• Liability Cap: Nothing in these Conditions limits our liability for death or personal injury caused by negligence, or for fraud.  Our total liability for any other loss or damage arising under this Agreement shall be strictly limited to the total fees paid by the Client for the specific Good or Service in question.

 

DATA PROTECTION AND PRIVACY

• Compliance: Client data is protected in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations (PECR), and the Data Use and Access Act 2025.  A copy of our full Privacy Policy is available on request.

• Lawful Basis: We collect client information on a lawful basis for legitimate business purposes, including meeting HMRC financial requirements and aiding service provision via trusted partner companies (such as web hosts, accountants, and consultants).

• Marketing: We may contact you with marketing information and newsletters relevant to the Services supplied.  You may opt out at any time by emailing us.

• Reviews: We may use public reviews written by you for marketing purposes without publicly divulging sensitive personal data.  If you do not wish your reviews to be used, please advise us via email.

• Contact: For all data protection matters or to request a copy of your personal data, please contact Vicky at vicky@support4petbusiness.co.uk.  Detailed guidance on your rights can be found at www.ico.org.uk.

 

DATA RETENTION POLICY

We retain business data only for as long as necessary to fulfil the purposes for which it was collected or to fulfil legal requirements.  Our retention thresholds are defined as follows:

• Potential Clients (Enquiries only, no service booked):

  • Website Forms: Retained for up to 1 year following the initial enquiry.

  • Email Correspondence: Retained for up to 6 years following the enquiry to satisfy legal protection limitations.

  • Instant Messaging (WhatsApp, Facebook Messenger, Text Messages): Retained continuously until the user formally requests deletion.

• Clients Booking 1-2-1 Services & Ongoing Support:

  • Website Custom Order Forms, Email Correspondence, OneDrive Cloud Storage, and Apple Notes: Retained for up to 6 years from the date of the last active client communication, or until a formal deletion request is made (whichever occurs sooner).

  • WhatsApp History: Retained continuously until a deletion request is received.

• Clients Purchasing Digital Products:

  • Transaction and download history are retained for 6 years from the date of purchase.

• Website Members:

  • Account information is securely held until the member unsubscribes or manually closes their account.

• Clients Requiring Website Management Services:

  • Website Custom Order Forms, Email Correspondence, and OneDrive Cloud Storage: Retained for up to 6 years from the date of the last active communication, or until a deletion request is made (whichever occurs sooner).

  • Wix Platform and App Access: Maintained continuously until the Client requests access removal or manually terminates our permissions.

  • WhatsApp History: Retained continuously until deletion is requested.

 

Note: You may request the early closure of your account and deletion of your records ahead of these standard schedules by emailing your request directly to us.

 

ALTERNATIVE DISPUTE RESOLUTION (ADR)

• In the event of a dispute concerning these Conditions or the Contract, the parties agree to seek an amicable resolution through informal discussion.  Should this fail, we prefer to refer the matter to Alternative Dispute Resolution (“ADR”) prior to initiating formal litigation.  The certified ADR provider for these transactions is the Nationwide Academy for Dispute Resolution (UK).

 

GOVERNING LAW AND SEVERABILITY

• Jurisdiction: These Conditions and any dispute arising out of them shall be governed by and construed in accordance with the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.

• Severability: If any provision of these Conditions is found by a court to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

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Version 4.0:  31 July 2026