Membership Terms & Conditions

1.1 Purpose of these Terms

These Membership Terms & Conditions ("Terms") govern your membership with Furrr and form a legally binding agreement between you and Incubated Ltd, trading as Furrr ("Furrr", "we", "us" or "our"), and you ("you", "your" or "Member").

These Terms explain your rights and responsibilities, our rights and responsibilities, and the basis upon which we provide access to the Furrr membership platform and associated services.

By purchasing, activating, renewing or continuing to use a Furrr membership, you confirm that you have read, understood and agree to be bound by these Terms.

If you do not agree to these Terms, you should not purchase or continue to use a Furrr membership.

1.2 Other Policies

These Terms should be read together with the following documents, each of which forms part of your agreement with us where applicable:

• Privacy Policy
• Website Terms of Use
• Cookie Policy
• Communication Policy
• Complaints Policy
• Accessibility Statement
• Acceptable Use Policy & Community Guidelines
• Veterinary Disclaimer

Where there is any inconsistency between these Membership Terms and another policy, these Membership Terms shall take precedence in relation to your membership unless expressly stated otherwise.

1.3 Consumer Rights

Nothing in these Terms excludes or limits any rights that you have under applicable consumer protection legislation.

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions shall continue in full force and effect.

2.1 Who We Are

Furrr is a trading style of Incubated Ltd, a company registered in England and Wales.

Company Number: 11928696

Registered Office:

ASM House
103A Keymer Road
Hassocks
England
BN6 8QL

2.2 Our Service

Furrr operates a digital membership platform designed to help pet owners access veterinary support and other pet-related services through approved independent veterinary professionals and service providers.

Membership may include access to a range of benefits depending upon your chosen membership, including but not limited to:

• veterinary consultations;
• personalised care plans;
• pet health records;
• member resources;
• discounts;
• educational content;
• partner benefits;
• additional services introduced from time to time.

The exact benefits available under your membership are those advertised on our website at the time your membership begins or renews.

2.3 Continuous Development

We continually improve our services.

As a result, features, technology, functionality and membership benefits may evolve over time.

Provided we continue supplying the core membership purchased by you, such changes shall not constitute a breach of these Terms.

4.1 Minimum Age

Membership is available only to individuals aged 18 years or over.

By becoming a member, you confirm that you satisfy this requirement.

4.2 Capacity

You confirm that you have the legal capacity to enter into a legally binding contract.

If you purchase membership on behalf of another person or organisation, you confirm that you have authority to do so.

4.3 Accurate Information

You agree that all information provided to Furrr is accurate, complete and truthful.

You must promptly update your account if your details change.

This includes, where applicable:

• your name;
• address;
• email address;
• telephone number;
• payment details;
• information relating to your pets.

4.4 Account Security

You are responsible for maintaining the confidentiality of your account credentials.

You must notify us promptly if you believe your account has been accessed without your permission.

You remain responsible for activities carried out using your account until you notify us of any unauthorised use.

4.5 Personal Membership

Membership is personal to the named account holder unless expressly stated otherwise.

Memberships may not be transferred, assigned, sold or shared without our prior written consent.

5.1 Formation of Contract

Your membership application constitutes an offer to purchase membership.

A legally binding agreement is formed only when:

• we accept your membership application;
• your first payment has been successfully authorised; and
• your membership is activated.

Until that point we reserve the right to decline any application.

5.2 Membership Activation

Your membership will commence on the date shown within your membership confirmation.

Unless otherwise stated, membership benefits become available once your membership has been activated.

5.3 Right to Refuse Membership

We reserve the right to refuse or decline membership applications where we reasonably believe it is appropriate to do so.

Examples include, but are not limited to:

• fraud;
• attempted fraud;
• abuse of previous memberships;
• failure to satisfy eligibility requirements;
• payment failure;
• suspected unlawful activity;
• safeguarding concerns.

Where reasonably possible, we will notify you if we are unable to accept your membership application.

5.4 Membership Records

We will maintain records relating to your membership, including your membership status, payment history, selected membership plan and other information reasonably required to administer your account.

These records will be processed in accordance with our Privacy Policy.

5.5 Membership Confirmation

Following acceptance of your membership, we will send confirmation by email or make confirmation available through your account.

You should check this information carefully and notify us promptly if any details are incorrect.

6.1 Your Membership

Your membership provides access to the Furrr platform and the benefits available under your chosen membership plan.

Membership benefits may include, where applicable:

• access to independent UK veterinary professionals through the Furrr platform;
• veterinary consultations included within your membership;
• personalised pet care plans;
• pet health record management;
• appointment booking tools;
• member-only discounts and offers;
• educational content and resources;
• partner benefits;
• additional features introduced from time to time.

The benefits available to you will depend upon the membership plan you have selected.

6.2 Availability of Services

Whilst we make every reasonable effort to ensure services are available whenever required, we cannot guarantee:

• immediate access to veterinary professionals;
• appointments at specific dates or times;
• availability of individual vets;
• availability during periods of exceptionally high demand;
• uninterrupted access to every feature of the platform.

Where services are temporarily unavailable, we will use reasonable efforts to restore normal service as soon as reasonably practicable.

6.3 Changes to Membership Benefits

As our platform develops, we may introduce, improve, replace or remove features, benefits or functionality.

We may also add new services or partner benefits to improve the value of membership.

Where changes materially reduce the core benefits of your membership, we will provide reasonable notice where practicable.

6.4 Fair Usage

Some membership benefits may be subject to reasonable usage limits to ensure that all members receive fair access to services.

Where fair usage limits apply, these will be clearly communicated within the relevant service description or membership information.

We reserve the right to investigate excessive or abusive use of membership benefits and, where reasonably necessary, restrict or suspend access in accordance with these Terms.

6.5 No Guarantee of Outcomes

Membership provides access to services and veterinary professionals.

Membership does not guarantee:

• a particular diagnosis;
• a particular treatment outcome;
• recovery from illness;
• availability of a specific veterinary professional;
• prescriptions;
• referrals;
• medication;
• any specific clinical outcome.

Clinical decisions remain entirely the responsibility of the independent veterinary professional.

7.1 Independent Professionals

Veterinary consultations made available through the Furrr platform are provided by independent veterinary professionals or veterinary practices.

Those professionals are not employees of Furrr unless expressly stated otherwise.

Each veterinary professional remains independently responsible for the services they provide.

7.2 Professional Responsibility

The veterinary professional providing your consultation is solely responsible for:

• assessing your pet;
• making clinical decisions;
• providing professional advice;
• diagnosing medical conditions;
• recommending treatment;
• prescribing medication where appropriate;
• determining whether further examination is required;
• deciding whether emergency treatment is necessary.

Furrr does not supervise or influence those clinical decisions.

7.3 Veterinary Standards

We seek to work with appropriately qualified veterinary professionals who are entitled to practise within the United Kingdom.

However, each veterinary professional remains individually responsible for complying with all applicable professional, regulatory and legal obligations.

7.4 Veterinary Relationship

When you receive veterinary advice through the Furrr platform, the professional relationship relating to that consultation exists between you and the veterinary professional providing the consultation.

Nothing within these Terms transfers responsibility for clinical decisions to Furrr.

7.5 Information Provided by Members

Veterinary professionals rely upon the information you provide regarding your pet.

You are responsible for ensuring that all information provided during consultations is accurate and complete to the best of your knowledge.

Neither Furrr nor the veterinary professional will be responsible for decisions affected by inaccurate, incomplete or misleading information supplied by you.

10.1 Accurate Information

You agree to provide information that is accurate, complete and truthful to the best of your knowledge.

This includes information relating to both yourself and your pet.

10.2 Keeping Information Updated

You are responsible for keeping your account and your pet's records reasonably up to date.

This includes changes to:

• contact details;
• address;
• medications;
• vaccinations;
• allergies;
• existing medical conditions;
• ownership.

10.3 Following Veterinary Advice

Where veterinary advice is provided through the Furrr platform, you remain responsible for deciding whether to follow that advice and for ensuring any treatment is administered correctly.

You should always seek clarification from the treating veterinary professional if you are unsure about any recommendation.

10.4 Lawful Use

You agree to use the Furrr platform lawfully and in accordance with these Terms, our Website Terms of Use and our Acceptable Use Policy & Community Guidelines.

10.5 Account Security

You are responsible for maintaining the confidentiality of your account credentials.

You must not allow another person to access your membership unless expressly permitted under your membership plan.

10.6 Respectful Behaviour

Members must behave respectfully towards:

• veterinary professionals;
• customer support staff;
• other members;
• partner organisations.

Abusive, threatening, discriminatory or offensive behaviour may result in suspension or termination of membership.

10.7 Compliance with These Terms

Failure to comply with these Terms may result in:

• removal of content;
• restriction of services;
• temporary suspension;
• permanent termination of membership;
• legal action where appropriate.

Where reasonably practicable, we will normally provide notice before taking action, although immediate action may be taken where necessary to protect our members, veterinary professionals, staff, animals, the platform or to comply with legal obligations.

11.1 Accurate Information

You are responsible for ensuring that all information you provide about your pet is accurate, complete and kept reasonably up to date.

This includes, where applicable:

• your pet's name;
• species and breed;
• date of birth or approximate age;
• sex;
• weight;
• medical history;
• current medications;
• allergies;
• vaccinations;
• behavioural information;
• existing health conditions;
• insurance details;
• any other information relevant to your pet's care.

Providing inaccurate or incomplete information may affect the advice or services you receive.

11.2 Health Records

Where you upload or store health records through the Furrr platform, you confirm that:

• the information belongs to you or you have permission to upload it;
• the information is accurate to the best of your knowledge;
• you have the right to share the information with veterinary professionals using the platform.

You remain responsible for ensuring that your pet's records remain current.

11.3 Reliance on Information

Veterinary professionals providing consultations may rely upon the information you submit.

Neither Furrr nor the veterinary professional will be responsible for any consequences arising from inaccurate, incomplete or misleading information provided by you.

11.4 Changes to Your Pet's Condition

If your pet's condition changes significantly before or after a consultation, you should update your records where appropriate and seek further veterinary advice where necessary.

12.1 Your Content

You may upload photographs, videos, documents and other content relating to your pets through the Furrr platform.

You retain ownership of any intellectual property rights you hold in your uploaded content.

12.2 Licence to Furrr

By uploading content to the Furrr platform, you grant Furrr a non-exclusive, worldwide, royalty-free licence to:

• host;
• store;
• reproduce;
• process;
• resize;
• display;
• transmit;
• back up;

your content solely for the purposes of:

• operating the Furrr platform;
• providing membership services;
• displaying your pet information within your account;
• enabling veterinary consultations;
• improving platform functionality;
• maintaining security;
• complying with legal obligations.

This licence continues only for as long as reasonably necessary to provide our services and meet our legal obligations.

12.3 Your Responsibilities

You confirm that:

• you own the content you upload or have permission to upload it;
• your content does not infringe another person's rights;
• your content complies with our Acceptable Use Policy & Community Guidelines.

12.4 Removal of Content

We may remove, restrict or disable access to uploaded content where we reasonably believe it:

• breaches these Terms;
• breaches our Acceptable Use Policy;
• infringes another person's rights;
• is unlawful;
• presents a safeguarding concern;
• may expose Furrr or other users to legal or regulatory risk.

Where appropriate, we may preserve copies of removed content where required for legal, regulatory or security purposes.

13.1 Compliance

As a condition of your membership, you agree to comply with our Acceptable Use Policy & Community Guidelines.

Those guidelines form part of these Membership Terms.

13.2 Prohibited Activities

You must not use your membership to:

• upload unlawful material;
• abuse or harass others;
• impersonate another person;
• submit fraudulent information;
• interfere with the operation of the platform;
• distribute malware or malicious code;
• scrape or harvest information;
• misuse veterinary services;
• use another person's membership;
• carry out unlawful or fraudulent activity.

13.3 Enforcement

Where we reasonably believe a breach has occurred, we may take any action permitted under these Terms or our Acceptable Use Policy, including removing content, suspending services or terminating membership.

Nothing in this section limits our ability to report suspected unlawful activity to the appropriate authorities.

14.1 Membership Charges

Membership fees are payable in advance using a payment method accepted by Furrr.

Current membership options are displayed on our website at the time you join or renew.

14.2 Billing

Unless otherwise stated, membership fees are collected monthly in advance throughout the membership period.

You authorise us, or our authorised payment provider, to collect recurring payments using your chosen payment method until your membership ends.

14.3 Payment Methods

You are responsible for ensuring that:

• your payment details remain accurate;
• your payment method remains valid;
• sufficient funds are available when payment becomes due.

14.4 Changes to Membership Fees

We may amend membership fees from time to time.

Any changes will not affect your current billing period.

Where membership fees are due to change for future renewals, we will provide reasonable notice before the change takes effect.

14.5 Taxes

Membership fees include any applicable VAT unless stated otherwise.

Where VAT rates change, we may adjust future payments accordingly where required by law.

16.1 Standard Monthly Membership

Where you have purchased a standard monthly membership at the full advertised monthly price, your membership will continue on a rolling monthly basis until cancelled by either you or us in accordance with these Terms.

16.2 Cancelling a Monthly Membership

You may cancel your monthly membership at any time through your Furrr account or by contacting us in writing.

Your cancellation will take effect at the end of your current paid billing period.

No further payments will be taken after your membership ends unless you choose to rejoin.

16.3 Membership Benefits

Following cancellation, you will continue to receive your membership benefits until the end of the billing period for which payment has already been received.

After this date, access to member-only services and benefits will cease.

18.1 Automatic Renewal

Unless cancelled in accordance with these Terms, your membership will automatically renew using your chosen payment method.

This helps ensure uninterrupted access to your membership benefits.

18.2 Renewal Payments

By purchasing a membership, you authorise Furrr and our authorised payment providers to collect recurring membership payments until your membership ends.

18.3 Renewal Reminders

Where required by law, or where we consider it good practice to do so, we may send reminders before your membership renews.

It remains your responsibility to cancel your membership before renewal if you do not wish it to continue.

18.4 Updating Payment Details

You are responsible for ensuring that your payment details remain accurate and up to date.

Failure to do so may result in interrupted access to your membership benefits.

19.1 Payment Failure

If we are unable to collect a membership payment, we may attempt to collect payment again within a reasonable period.

19.2 Grace Period

Where reasonably appropriate, we may allow a short grace period before restricting access to membership benefits.

The length of any grace period shall be at our discretion and may vary depending upon the circumstances.

19.3 Suspension

If payment remains outstanding, we may:

• suspend access to some or all membership benefits;
• prevent further veterinary consultations;
• pause access to premium features;
• restrict access to your account until payment has been received.

19.4 Outstanding Amounts

You remain responsible for paying all membership fees that become due under your membership agreement.

We reserve the right to recover unpaid sums using lawful means.

19.5 Repeated Failed Payments

Repeated payment failures or cancelled payment instructions may result in the suspension or termination of your membership.

Where appropriate, any applicable Early Termination Fee may also become payable.

20.1 Upgrading

Where available, you may upgrade your membership to another plan.

Unless stated otherwise, upgrades will normally take effect immediately or from your next billing date.

20.2 Downgrading

Requests to downgrade membership may take effect from the next renewal date, provided any applicable minimum membership commitment has been satisfied.

Members within a discounted twelve-month membership may not downgrade to another membership that would avoid or reduce their minimum commitment.

20.3 Changing Membership Type

From time to time we may introduce new membership plans or withdraw existing plans.

If your current membership is withdrawn, we will offer a suitable alternative where reasonably possible and provide reasonable notice of any material changes.

20.4 Promotional Memberships

From time to time we may offer promotional pricing, introductory offers or other discounts.

Such promotions:

• may only apply for a limited period;
• may be subject to additional eligibility criteria;
• cannot normally be combined with other offers unless expressly stated.

20.5 Our Right to Refuse Changes

We reserve the right to refuse requested changes to memberships where:

• they conflict with your minimum membership commitment;
• payment is overdue;
• your account has been suspended;
• fraud or misuse is suspected;
• we reasonably believe the request is intended to circumvent these Terms.

21.1 Our Right to Suspend or Terminate

We may suspend, restrict or terminate your membership immediately, with or without prior notice, where we reasonably believe it is necessary to:

• protect the security or integrity of the Furrr platform;
• protect other members, veterinary professionals or our staff;
• investigate suspected fraud or unlawful activity;
• comply with a legal or regulatory obligation;
• prevent misuse of the platform or membership benefits; or
• enforce these Terms.

Where reasonably practicable, we will explain the reasons for our decision.

21.2 Reasons for Suspension or Termination

Examples of circumstances where we may suspend or terminate your membership include, but are not limited to:

• failure to pay membership fees;
• providing false or misleading information;
• misuse of veterinary services;
• repeated breaches of our Acceptable Use Policy & Community Guidelines;
• abusive, threatening or discriminatory behaviour;
• attempted fraud or fraudulent activity;
• misuse of promotional offers;
• unauthorised sharing of your membership;
• unlawful activity;
• uploading prohibited or illegal content;
• actions that place Furrr, veterinary professionals or other members at risk.

21.3 Effect of Suspension

During a period of suspension, we may restrict access to some or all membership benefits, including veterinary consultations and member-only services.

Your obligation to pay membership fees during any applicable minimum membership term will continue unless we expressly agree otherwise.

21.4 Effect of Termination

Where your membership ends:

• your right to access member-only services will cease;
• any licences granted to you to use our platform will immediately end;
• we may retain information where required by law or our Privacy Policy;
• provisions of these Terms intended to survive termination shall continue to apply.

Termination does not affect any rights or obligations that accrued before the membership ended.

22.1 Continuous Improvement

We continually review and improve the Furrr platform.

Accordingly, we may introduce new features, improve existing services, modify functionality or discontinue features from time to time.

22.2 Service Changes

We may make changes where reasonably necessary to:

• improve user experience;
• improve security;
• comply with legal or regulatory requirements;
• reflect changes in technology;
• respond to operational requirements;
• improve veterinary or partner services.

22.3 Material Changes

Where we make changes that materially affect your membership, we will provide reasonable notice where practicable.

If we permanently withdraw a core membership benefit without providing a reasonable alternative, your statutory rights remain unaffected.

22.4 Temporary Interruptions

From time to time we may need to temporarily suspend parts of the platform for:

• maintenance;
• upgrades;
• security improvements;
• emergency repairs;
• investigations into suspected security incidents.

Where reasonably practicable, we will seek to minimise disruption.

23.1 Our Intellectual Property

All intellectual property rights relating to the Furrr platform, including our:

• software;
• website;
• mobile applications;
• branding;
• logos;
• trade marks;
• graphics;
• photographs;
• videos;
• text;
• databases;
• documentation;
• designs;
• source code; and
• other content,

are owned by or licensed to Furrr unless otherwise stated.

23.2 Limited Licence

During your membership we grant you a limited, non-exclusive, non-transferable and revocable licence to use the Furrr platform solely for your personal, non-commercial use in accordance with these Terms.

No ownership rights are transferred to you.

23.3 Restrictions

Except where permitted by law, you must not:

• copy;
• modify;
• reverse engineer;
• distribute;
• sell;
• licence;
• commercially exploit;
• scrape; or
• reproduce

any part of the Furrr platform without our prior written consent.

23.4 Your Content

Ownership of photographs, documents and other content you upload remains with you.

Your rights and the licence granted to Furrr to use that content are explained in Section 12 of these Terms.

25.1 Events Beyond Our Control

Neither you nor Furrr shall be liable for any failure or delay in performing obligations under these Terms where that failure or delay results from events beyond the affected party's reasonable control.

25.2 Examples

Such events may include, but are not limited to:

• natural disasters;
• severe weather;
• fire;
• flood;
• pandemic or epidemic;
• acts of terrorism;
• war;
• civil unrest;
• industrial disputes;
• interruption of internet or telecommunications services;
• cyber attacks;
• power failures;
• failure of third-party service providers;
• government action;
• changes in law or regulation.

25.3 Duration

Where a Force Majeure event continues for an extended period, either party may terminate the affected membership where continued performance is no longer reasonably practicable.

25.4 Mitigation

The affected party shall use reasonable endeavours to minimise the impact of the Force Majeure event and resume normal performance as soon as reasonably practicable.

26.1 Your Privacy

We are committed to protecting your privacy and handling your personal information responsibly.

We process personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and any other applicable privacy laws.

26.2 Privacy Policy

Details of how we collect, use, store, share and protect your personal information are set out in our Privacy Policy.

By becoming a member, you acknowledge that your personal information will be processed in accordance with our Privacy Policy.

26.3 Veterinary Information

Where necessary to provide membership services, we may share relevant information relating to you or your pet with independent veterinary professionals providing services through the Furrr platform.

Such information will only be shared where reasonably necessary for the provision of those services or where otherwise permitted by law.

26.4 Communications

Our use of email, SMS, telephone and postal communications is governed by our Communication Policy.

Marketing communications will only be sent where permitted by law and in accordance with your communication preferences.

27.1 Our Commitment

We are committed to providing a high standard of service and take complaints seriously.

We view complaints as an opportunity to improve our services and the experience of our members.

27.2 Making a Complaint

If you are dissatisfied with any aspect of your membership or our services, you may submit a complaint in accordance with our Complaints Policy.

Details of our complaints process are available on our website.

27.3 Investigation

We will investigate complaints fairly, objectively and as promptly as reasonably practicable.

Where additional information is required, we may contact you during the investigation.

27.4 Veterinary Complaints

Complaints concerning veterinary advice, diagnosis or treatment may need to be referred to the independent veterinary professional or veterinary practice responsible for providing that service.

Nothing in this section transfers responsibility for clinical decisions from the veterinary professional to Furrr.

28.1 Our Right to Update these Terms

We may amend these Membership Terms from time to time where reasonably necessary.

Reasons for making changes may include:

• changes in applicable law;
• regulatory requirements;
• improvements to our services;
• changes to technology;
• changes to our business operations;
• clarification of existing provisions.

28.2 Notification

Where changes are likely to have a material effect on your membership or your rights, we will provide reasonable notice before the updated Terms take effect.

Updated Terms will also be published on our website.

28.3 Continued Membership

By continuing your membership after updated Terms take effect, you agree to the revised Terms.

If you do not agree with a material change, you may cancel your membership in accordance with these Terms.

Nothing in this section affects any statutory rights you may have.

29.1 Entire Agreement

These Membership Terms, together with any documents expressly referred to within them, constitute the entire agreement between you and Furrr regarding your membership.

They replace any previous agreements, discussions or understandings relating to the same subject matter.

29.2 Severability

If any provision of these Terms is found by a court or other competent authority to be unlawful, invalid or unenforceable, the remaining provisions shall continue in full force and effect.

29.3 Waiver

If either party delays or chooses not to enforce any right under these Terms, this shall not prevent that party from enforcing the same or any other right at a later time.

29.4 Assignment

You may not transfer, assign or otherwise dispose of your membership or your rights under these Terms without our prior written consent.

We may transfer our rights and obligations under these Terms where reasonably necessary, provided that doing so does not reduce your legal rights.

29.5 Third Party Rights

Except where expressly stated otherwise, no person who is not a party to these Terms shall have any right to enforce any provision of these Terms under the Contracts (Rights of Third Parties) Act 1999.

29.6 Electronic Communications

You agree that communications relating to your membership may be provided electronically, including by email, through your online account or by other electronic means where permitted by law.

30.1 Governing Law

These Membership Terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales.

30.2 Jurisdiction

The courts of England and Wales shall have jurisdiction over disputes arising from these Terms.

If you are a consumer living in another part of the United Kingdom, you may also have the right to bring proceedings in the courts of the country in which you ordinarily reside, where required by applicable law.

30.3 Consumer Rights

Nothing in these Terms limits or excludes any mandatory rights or remedies available to you under applicable consumer protection legislation.

If you have any questions regarding your membership, these Membership Terms or our services, please contact us using the details below.

Furrr
A trading style of Incubated Ltd

Registered Office
ASM House
103A Keymer Road
Hassocks
England
BN6 8QL

Membership & General Enquiries
[email protected]

Privacy & Data Protection
[email protected]

Complaints
[email protected]