Terms of Service

These terms apply whenever you use this website or place an order with us. Please read them alongside our Privacy Policy and Refund Policy.

1. Who we are

The Paw Support is a trading name of Website Prism Ltd ("we", "us", "our"), a company registered in England & Wales, company number 17462217, registered office Office 21148, 182-184 High Street North, East Ham, London, E6 2JA, United Kingdom.

2. Using this site

You must be at least 18 years old, or have a parent or guardian's permission, to place an order with us. You agree to use this site only for lawful purposes and not to misuse it — for example, by attempting to gain unauthorised access, introducing malicious code, or scraping content without permission.

3. Products and pricing

We try to describe and price our products accurately. If we discover a pricing or description error on an order you've placed, we'll contact you before dispatch to confirm whether you'd like to proceed at the correct price, amend your order, or cancel it. All prices are shown in pounds sterling (GBP) and, where applicable, include VAT.

4. Orders and when a contract is formed

Placing an order is an offer by you to buy the product(s) at the price stated. We'll send an order confirmation email, but a binding contract is only formed once we send you a dispatch confirmation (or, for made-to-order items, once we confirm we've begun production). We may decline or cancel an order — for example if a product is unexpectedly out of stock — in which case we'll let you know and refund any payment taken.

5. Payment

Payments are processed securely by Stripe. We do not store your full card details. By placing an order, you confirm that the payment details provided are your own, or that you're authorised to use them.

6. Delivery

We currently deliver within the United Kingdom. Estimated delivery times are shown on each product page and at checkout — these are estimates, not guarantees. Risk in the products passes to you once they're delivered to the address you provided.

7. Your right to cancel

If you're a consumer ordering from within the UK, you have a legal right to cancel most orders within 14 days of receiving your goods, without giving a reason, under the Consumer Contracts (Information, Cancellation and Charges) Regulations 2013. Made-to-measure products (such as our mobility carts, built to your dog's individual measurements) are excluded from this right once production has begun, as they are made to your specification. Full details, including how to start a return, are in our Refund Policy.

8. Faulty or misdescribed goods

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 if a product is faulty, not as described, or not fit for purpose. See our Refund Policy for how to raise this with us.

9. Not veterinary advice

Our product descriptions, quiz recommendations and guides are general information to help you choose suitable products. They are not veterinary advice and are not a substitute for a diagnosis or treatment plan from a qualified vet. If you're concerned about your dog's health or mobility, please speak to your vet.

10. Our liability

We're responsible for loss or damage you suffer that's a foreseeable result of our breaking these terms or acting negligently, but we're not responsible for loss that isn't foreseeable. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that can't be limited or excluded under English law.

11. Intellectual property

The content on this site — including text, images, logos and design — belongs to us or our licensors. You may not reproduce or reuse it without our permission.

12. Governing law

These terms are governed by the law of England and Wales, and any disputes will be dealt with by the courts of England and Wales.

13. Contact and complaints

If you have a question or complaint, please get in touch via our Customer Support page. We aim to resolve any issue as quickly as we can.

14. Changes to these terms

We may update these terms from time to time. The version in place when you placed your order is the one that governs that order.