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Terms and conditions

Terms and Conditions

1. Introduction
www. (the "Site") is operated by:
Bob Martin (UK) Ltd (the "Company" or "we", "us", "our") being a company registered in England and Wales (company number: 09288818) with registered address at: Wemberham Lane, Yatton, Somerset, BS49 4BS. Our VAT number is 201 9390 33.
Your access to, and use of the Site is subject to the terms, conditions and notices set out here (the "Terms") and in our Privacy Policy and all applicable laws and regulations.
By using the Site you (also referred to as the "User") agree to be bound by the Terms. If you do not agree with any part of the Terms please refrain from using the Site.
The use of our Site by a minor is subject to the consent of a parent or guardian. If you are under 13 years old you may not use the Site. If you are under 18 years old then your parent of guardian must accept the Terms on your behalf. If they do not, you do not have our permission to use the Site.
2. Modification of the terms
We may change the Terms at any time at our sole discretion and your continued use of the Site after any such changes are made, means you agree to the new, varied terms.
3. Intellectual property
The Site and all of its contents including, but not limited to, the text, Site (as well as the organisation and layout of the Site) design, logos, graphics, icons, images and publications (the "Content") are owned and copyrighted by us (or our licensors) with all rights reserved unless otherwise noted.
All trademarks, copyright, database rights, design rights, patents and other intellectual property rights (together "IP") in the Content and any intellectual property in any software or underlying software code that is made available for download from the Site ("Software") are owned by us (or our licensors) or are otherwise used by us as permitted by applicable law. Any content that is a trade mark, logo or service mark is also a registered or unregistered trade mark of ours and/or third parties.
Nothing contained in the Terms shall be construed as conferring in any way (express or implied) any licence or right to use any IP that belongs to us (or any other third party). Where the Content is owned or copyrighted by a third party, certain restrictions may apply that you have to comply with. Where this is the case, they will be indicated on the relevant part of the Site. Except as provided in the Terms, you are not allowed use of any Content without our written permission.
If you print off, copy, download or use any part of the Site in breach of the Terms, your right to use the Site will cease immediately and you must, at our option, return or destroy any information used or copies of the materials you have made.
4. Communication sign up
If you sign up at the Site to receive communication then you will have to register your name and email address. You must ensure that the details you provide us with are correct, complete, up to date and not inappropriate in any way. You agree to inform us immediately of any changes to the information that you provided when registering.
We reserve the right for any reason to refuse access to the Site, suspend or terminate your account or remove or edit content.
5. Your use of the site
We grant you permission to use the Site providing you abide by the following rules:
(a) you may download Content, but only for informational, non-commercial, non-profitable purposes and personal use and provided that you do not remove, adapt, alter or obscure any of the information, content or notices (such as copyright and other proprietary notices) contained in the Content. You may not (without our prior written permission or in accordance with the Copyright, Designs and Patents Act 1988) reproduce, download, post, broadcast, store in any medium (including in any other website), transmit, make available to the public, or otherwise use the Content (including, but not limited to, "caching" any material on the Site for access by third parties or "mirroring" any material on the Site) in any way except for your own personal, non-commercial use. Any other use of the Content or the Site requires our prior written permission;
(b) you may not create a database by systematically downloading and storing any Content;
(c) you must not use the Site for any purpose that could constitute or encourage conduct that would be considered a criminal offence, give rise to civil liability, or otherwise violate any law;
(d) you may not post or send to or from the Site, any material which you do not have permission or approval to post or transmit to the Site;
(e) you may not post or send to or from the Site anything which is technically harmful such as malicious software or harmful data; and
(f) you may not misuse the Site including, but not limited to, by (i) hacking; (ii) defacing, altering or interfering with the front end 'look and feel' of the Site; (iii) obtaining or attempting to obtain unauthorised access, via whatever means, to any of our networks; (iv) by taking any action that imposes an unreasonable or disproportionately large load on the Site or related infrastructure; by (v) using any software, routine or device to interfere or attempt to interfere electronically or manually with the operation or functionality of the Site, including but not limited to uploading or making available files containing corrupt data or viruses via whatever means; or (vi) engaging in any form of illegal or offensive activity.
6. Privacy
Any personal information about you (for example, your name, address, telephone number or e-mail address) that you send to the Site will be processed by us in accordance with our Privacy Policy.
If on registration to the Site (or on amendment of your registration details) you provide us with your work, school, college, university or other non-personal email address you are confirming that you are entitled to receive emails at that address. You also agree that we may stop sending any emails to such address without notifying you if we receive a request from your employer or educational establishment (or otherwise) to stop sending emails to that address.
7. Information provided on the site
We regularly update the information contained in the Site, however while we have taken all reasonable effort to ensure that the information contained within the Site is correct, the Content on the Site may be incomplete, incorrect or out of date and may include inaccuracies or typographical errors. If errors are brought to our attention, we will try to correct them.
Any information, advice or opinion expressed in the Site is of a general nature only and are not intended to address the specific circumstances of any particular individual or entity. Nothing on the Site should be relied upon for personal, legal, financial or other decisions.
8. Links to third party web-sites
The Site may contain links to websites owned or operated by other people and not us. Such links are provided for your convenience only. Your use of any linked websites is at your risk. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.
9. Linking to the site
You may link to our home page (but not to any other page), provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.  You must not establish a link from any website that is not owned by you.  We reserve the right to withdraw linking permission without notice.
10. Service Availability
While it is our goal to minimise disruption caused by technical errors, we do not guarantee that the Site, or any software downloadable from the Site, will operate uninterrupted or error-free, that defects will be periodically corrected or that the Site is compatible with your computer, hardware or software.
11. Disclaimer
We will use reasonable skill and care in providing the Site. However, all Content is subject to change and is provided to you on an "as is" and "as available" basis without any guarantees or warranty (whether express or implied by law) to the fullest extent permitted by law.
12. Limitation and exclusion of liability
The Company accepts no responsibility and shall not be liable for any damage to, or viruses or other malicious code that may infect, your computer equipment or other property on account of your access to, use, or browsing of the Site.
In no event shall the Company be liable for any injury, loss, claim, cost, damage, penalty or any exemplary, punitive, indirect, incidental or consequential damages of any kind whether based in contract, tort, strict liability or otherwise, which arises out of or in connection with your use of the Site or the Content; any failure or delay (including, but not limited to) the use of or inability to use any component of the Site; and/or any information, software, products, services and related graphics as may be obtained through the Site.
The Content on the Site is provided without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, we, other members of our group of companies and third parties connected to us and the Site hereby expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
Nothing in the Terms is intended to limit or exclude any statutory rights as a consumer (if any) or to exclude or limit liability for death or personal injury caused by our negligence. Nothing in the Terms shall limit or exclude any liability for fraud or fraudulent misrepresentation.
13. Events outside our control
We will not be liable or responsible for any failure to perform any obligations under the Terms, or delay in performance of any of our obligations under the Terms caused by events outside our reasonable control.
14. General
If there is a conflict between the Terms and any specific rules and/or terms and conditions which appear elsewhere on the Site and are expressly stated to take precedence, or form part of a separate agreement between us and you, those other terms will take priority.
Nothing in the Content at the Site other than the Terms, and Privacy Policy, is intended to form any binding contract. In particular, notes on products, services and the like are stated on an 'invitation to treat' basis (i.e. they are not offers which will become binding upon purported acceptance by you) and are 'subject to availability'.
The Terms and any document expressly referred to in them represent the entire agreement between us and supersede any previous agreement, understanding or arrangement between us.
The Terms shall be deemed severable. In the event any provision is determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term shall to that extent be severed from the remaining terms which shall continue to be valid and enforceable to the fullest extent permitted by law.
The Terms are not enforceable under the Contracts (Rights of Third Parties) Act 1999 by any person not a party to them.
The Terms and your use of the Site shall be governed by and construed in accordance with the laws of England. The courts of England, will have exclusive jurisdiction over any disputes arising out of, relating to or concerning the Terms and/or the Site.
15. Your concerns
If you have any concerns or questions about our Site or the Content, please contact
Thank you for visiting our Site.
Last updated 01.05.19
Privacy Policy
Bob Martin Companies are committed to complying with the General Data Protection Regulation and the Data Protection Act 2018, once enacted. Looking after the personal information you share with us is very important, and we want you to be confident that your personal data is kept safely and securely and to understand how we use it. 

We have published this notice to help you understand:
  • how and why Bob Martin collect information from you;
  • who we share your information with, and why;
  • what your rights are.
If we make changes to this notice we will notify you by updating it on our website. Bob Martin will be what is known as the ‘Data Controller’ of the personal data you provide to us, and we will sometimes refer to ourselves in this notice as “we” or “us”. By Data Controller, this means Bob Martin determines the purposes and way in which any personal data are, or will be, processed.

Should you need to contact us please write to:

Data Protection Officer Bob Martin UK Ltd, Wemberham Lane, Yatton, BS494BS
or via

This privacy notice was last updated on 17th May 2018.

What information we collect when you place an order, make an enquiry, contact Consumer Relations or use one of our free ‘Ask the Vet’ or Lost and Found’ services?
When you register your personal details with us via the internet, email, or telephone you are entering into a contract with us. We need this information to give you a service or to officially register your enquiry or product feedback.

This is an example of information we record:
  • full name
  • address
  • date of birth
  • contact numbers, and email address
  • Pet Name and associated pet information
  • Information about your enquiry
How do we use your information?
Data Protection says that we are allowed to use and share your personal data only where we have a proper reason to do so. The law says we must have one or more of these reasons and these are:
  • Contract - your personal information is processed in order to fulfil a contractual arrangement e.g. in order to send you your order.
  • Consent – where you agree to us using your information in this way e.g. for storing your payment card details.
  • Legitimate Interests - this means the interests of Bob Martin in managing our business to allow us to provide you with the best products and service in the most secure and appropriate way e.g. to transfer your data to certain Third Party’s such as delivery partners/pet finders.
  • Legal Obligation - We collect information to help us fulfil legal obligations to report safety and quality issues concerning medicinal products.
Here is a list of the ways that we may use your personal information, and which of the reasons described above we rely on to do so. Where we list legitimate interests as a reason, we also describe below what we believe these legitimate interests are.
What we use your personal information for  Our reasons (legal basis) Our explanation of Bob Martin’s legitimate interests
Processing your orders
  • Fulfilling a contract
Consumer Relations (INCLUDING Social media), Online services • Legitimate interest Process efficiency in dealing with such activity.
To detect, investigate and report financial crime (e.g. Fraud) • Legal Obligation / legitimate interests Developing and improving how we deal with financial crime. Complying with any legal obligation placed on us by regulators such as the FCA. Complying with any regulations that apply to us. Process efficiency in dealing with such activity, and to make service and process improvements.
We collect information to help us fulfil legal obligations to report safety and quality issues concerning medicinal products.
• Legal Obligation  We require this information to meet our legal obligations of reporting adverse reactions or quality issues to the relevant Competent Authorities and/or recording for monitoring purposes.   This falls within the GDPR (General Data Protection Regulation) category of ‘public interest’.
Undertake website personalisation and administration. • Legitimate interests Developing products, services, applications and designs that attract and retain customers. Improving customer interaction with our sites. Defining types of customers for new products or services
Marketing communications to inform you of special offers, promotions, new lines and Sales. Provide you with online advertising. • Legitimate interests Developing products, services, applications and designs that attract and retain customers. Improving customer interaction with our sites.
Notifying you about enhancements to our services, such as changes to the website and new services that may be of interest to you. • Legitimate interests Developing products, services, applications and designs that attract and retain customers. Improving customer interaction with our sites.
Contact you to undertake customer satisfaction surveys, invite you to provide product reviews or for market research. • Legitimate interests Developing products, services, applications and designs that attract and retain customers. Improving customer interaction with our sites.
Maintaining network and data security • Legitimate interests To maintain the security of our network this in turns helps us to maintain the safety and confidentiality of your information.
Who we share your information with and why
Bob Martin works with a number of trusted suppliers and Regulatory bodies to provide you the high-quality goods and services you expect from us.
Some examples of the categories of third parties with whom we share your data are:

Supplier Partners
Bob Martin works with a number of trusted partners on our behalf. All partners are subject to thorough security checks, and will only hold the minimum amount of personal information needed in order to fulfil the service on our behalf.

Delivery Partners
In order for you to receive your goods, Bob Martin works with a number of delivery partners. Again, we only pass limited information to them in order to ensure delivery of your items.

IT Companies
Bob Martin works with businesses who support our website and other business systems.

Marketing Companies
We work with marketing companies who help us manage our electronic communications with you or carry out surveys and product reviews on our behalf.

Payment processing
Bob Martin works with trusted third-party payment processing providers in order to securely take and manage payments.

Regulatory compliance
We collect information to help us fulfil legal obligations to report safety and quality issues concerning medicinal products.
Keeping in touch with you
We want to keep you up to date with information about new ranges, special offers and improvements to our website. When you register or make an enquiry, we will ask you if you want to receive this type of marketing information.

Bob Martin will not share your information with companies outside of Bob Martin for their marketing purposes. Bob Martin includes Bob Martin Group companies.

If you decide you do not want to receive this marketing information you can request that we stop by writing to the Data Protection Officer at mailto: the address provided above or emailing dataprotection@Bob, by calling the head office on 01934 831000 or via the unsubscribe link within our emails.

You may continue to receive mailings for a short period while your request is dealt with.
How long we keep your information
If we collect your personal information, the length of time we retain it is determined by a number of factors including the purpose for which we use that information and our obligations under other laws.
We may need your personal information to establish, bring or defend legal claims. For this purpose, we will always retain your personal information for 7 years after the date it is no longer needed by us for any of the purposes listed under How we use your information above. The only exceptions to this are where:
  • the law requires us to hold your personal information for a longer period, or delete it sooner;
What are your rights
You are entitled to request the following from Bob Martin, these are called your Data Subject Rights and there is more information on these on the Information Commissioners website
  • Right of access –to request access to your personal information and information about how we process it
  • Right to rectification –to have your personal information corrected if it is inaccurate and to have incomplete personal information completed
  • Right to erasure (also known as the Right to be Forgotten) – to have your personal information erased. Contact 01934 831000
  • Right to restriction of processing – to restrict processing of your personal information
  • Right to data portability - to electronically move, copy or transfer your personal information in a standard form
  • Right to object - to object to processing of your personal information
  • Rights with regards to automated individual decision making, including profiling –rights relating to automated decision making, including profiling
If you have any general questions about your rights or want to exercise your rights please contact

You have the right to lodge a complaint with a data protection regulator in Europe, in particular in a country you work or live or where your legal rights have been infringed. The contact details for the Information Commissioner’s Office (ICO), the data protection regulator in the UK, are available on the ICO website where your personal information has or is being used in a way that you believe does not comply with data, however, we encourage you to contact us before making any complaint and we will seek to resolve any issues or concerns you may have.

Cookie Notice
This notice is designed to help you understand what cookies are, how Bob Martin uses them and the choices you have in regards to their use.

By continuing to use,,,,, the “Sites”, you are agreeing to our use of cookies in the manner described in this notice.
What are cookies?
Cookies are small text files that are stored on your browser or the hard drive of your computer or other device when you visit the Site. This allows the Site to recognise you as a user either for the duration of your visit (using a ‘session cookie’) or for repeat visits ( a ‘persistent cookie’). They are not harmful and do not contain any information such as your home address, date of birth or credit card details.

What do we use Cookies for?
  • They enable you to transact, whilst other non-essential cookies enable us to give you an enhanced, personalised web experience and determine relevant products to show you.
  • To personalise and improve your customer experience.
  • To recognise the device that you are using.
  • To record the areas of the Site that you have visited, products you have viewed and time spent browsing, as well as the products you purchased. Bob Martin uses this information to help make the website more user friendly, develop our Site design and to continuously improve the quality of the service we provide.
  • To distribute visitors to our Site evenly across platforms to ensure the content is served at the fastest possible speed.
  • For re-marketing purposes to determine relevant related products to show you when you're browsing on other selected websites. These cookies can be associated with services provided by a third party such as an advertising network.

Cookies are an essential part of how our Site works, as they remember certain information about a visitor. Bob Martin uses First Party cookies (these are placed there and used solely by Bob Martin).

Are cookies safe?
Yes. The information stored in cookies is safe and anonymous to any external third party, and your account security is never compromised. You can find more information about cookies at and For a video about cookies visit

Can I turn off cookies?
Yes – but if you choose not to allow the use of cookies, your experience of our Site will be limited and many integral aspects of the Site, including (but not limited to) adding items to your shopping bag and accessing your account, will not work at all.

To change your cookie settings, or if you want to be notified each time a cookie is about to be used, you should amend the settings provided in your web browser to prevent us from storing cookies on your computer hard drive.

For information on how to disable cookies, please consult the "Help" tab of your browser via the menu bar. For further information on non-essential cookies used for targeting and banner advertising please see below.
Details of our Third Party Cookies
Bob Martin allows selected Third Parties who participate with us in marketing programs to place cookies when you visit our site. These cookies enable us to monitor which adverts you see and click on to get to our site.

For details of the Third Party cookies we use please see the table below. Bob Martin is not responsible for the content or privacy policies of Third Parties or other websites, and we advise that you check these yourself.

The following Cookies are all used for Analytical and Targeting purposes.
Google Tag Manager
Google Analytics
Bing Ads
Yahoo DOT Tag
Yahoo Analytics
GA Audiences
Facebook Connect
Facebook Custom Audiences

Opting Out
Website visitors who don’t want their data used by Google Analytics can install the Google Analytics opt-out browser add-on. To opt-out of Analytics for the web, visit the Google Analytics opt-out page and install the add-on for your browser. Learn more about the opt-out and how to properly install the browser add-on here.
Visitors can also opt-out of Google Analytics for Display Advertising and customize Google Display Network ads using the Ads Settings

This Cookie Notice was last updated on 2 May 2018, and further changes will be communicated by updating this notice.

Should you need to contact us please write to:
Data Protection Officer Bob Martin UK Ltd, Wemberham Lane, Yatton, BS494BS
or via quoting Security and Privacy Enquiry.