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Terms and conditions

ALIF PET FOOD LIMITED is a company registered in England under number 13247333 whose registered office is at 85 Great Portland Street, London, England, W1W 7LT

It may be beneficial for you to read the Legal Notice below before using the ALIF PET FOOD LIMITED website, sending e-mails to ALIF PET FOOD LIMITED or submitting articles, polls or interacting in any way.

TERMS OF USE AND LEGAL RESTRICTIONS ATTENTION: PLEASE READ THESE TERMS CAREFULLY BEFORE USING THIS ALIF WEBSITE. BY USING THIS WEBSITE YOU INDICATE THAT YOU ACCEPT THESE TERMS.

DELIVERY

We can ship to virtually anywhere within the UK. Note however that there are restrictions on some geographic locations as outlined below.

  • Postcodes: AB, IV, PA (mainland) & PH (mainland): 2 day delivery (shipping Monday-Wednesday only). Shipping calculated either manually or at checkout.
  • Postcode BT: Shipping calculated either manually or at checkout.
  • Postcode GY: Unable to deliver.
  • Postcode IM: Unable to deliver.
  • Postcode JE: Unable to deliver.
  • Postcode ZE: Unable to deliver.
  • Ireland: Unable to deliver.
  • Isle of Wight (PO30-PO41): (shipping Monday-Wednesday only).
  • Shipping calculated either manually or at checkout.
  • Postcodes PA & PH (Islands): Unable to deliver.

If you have any concerns about when your order should be received, please email us. Where our courier system flags up a longer than usual delivery time we will aim to email you.

Please also note that the shipping rates for our products are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full kilogram.

In order to give us time to ensure your products are packaged and distributed to the highest standards we request that orders are received by at least 1.00 pm on the day prior to the day of delivery.

Orders received Monday to Thursday before 1pm will be packed and despatched that day or the next day for next day delivery via a courier.

Orders received after 1pm will not be processed until the next day.

Orders received after 1pm Thursday, or on Friday, Saturday or Sunday will be processed on Monday for Tuesday delivery, however due to the large quantity of orders we ship on Monday it can take an extra day to arrive.

Please be assured that our packaging will keep our products safe for 3-4 days in transit, so if your order is delayed then there should be no need to worry! If goods are received partially defrosted; this does not affect the quality or safety of the products in anyway and you can safely freeze the products as soon as possible after delivery.

Please note that we do not deliver on Saturday, Sunday, Monday or public holidays such as Good Friday, Christmas Day, Boxing Day and New Year’s Day.  Orders received on these days will be despatched on the next available shipping day.  If you have any concerns about when your order will be received, please feel free to contact us.

ORDERS FOLLOWING BANK HOLIDAYS CAN TAKE AN EXTRA DAY DUE TO THE HIGHER VOLUME OF PARCELS OUR COURIERS HAVE TO DELIVER.

On rare occasions it is possible that your order will arrive in more than one delivery.

We cannot be held responsible for the non-performance of any aspect of order delivery arising as a result of incorrect information being provided. Therefore, we will not accept responsibility for incorrect postal addresses provided by the customer or consequences of leaving the items where requested. You may be responsible for the cost of delivery and return of the goods in these circumstances.

In addition, if the delivery driver cannot access your safe place (e.g. inside a block of flats when there is no one to open the door) and does not leave the item as a result, we cannot accept any claims if the order is taken back and delivered at a later date or destroyed.

If you do not provide delivery information regarding where you parcel should be left, our couriers will leave without signature as the content is perishable. It is your responsibility to make sure you are in to sign for your parcel if you do not have a place for it to be left. We will not accept liability for missing orders that have been shown to be left by the GPS tracking from our couriers. If you believe your parcel has been stolen you will need to contact your local police to report a theft from your property.

We will not accept responsibility for loss, damage or spoiling of goods if you instruct the delivery company to leave the goods unattended.

We shall not be liable for the non-performance of any aspect of order delivery arising as a result of circumstances beyond our control.

In the unlikely event that your order should fail to arrive on the relevant delivery day please advise us of the fact by e-mail at: info@alif.uk within a period of 48 hours, providing us with your order number, postcode and delivery date, and we will investigate the reason and respond to you within a further period of 48 hours from receipt of your e-mail. If, as a result of our investigations, we fail to come up with an appropriate reason for non-delivery or are unable to locate a signed proof of delivery document your order will be deemed by us to be ‘lost’. In these circumstances you may either cancel your order and we will refund any amounts paid in full, or we will arrange for delivery of the goods on an alternative date.

We cannot be held liable for any consequential loss whatsoever as result of a product being ‘lost’ or not arriving on time.

For every order placed via our website you will receive an order confirmation, by e-mail, within 24 hours of placing that order with full details of products, prices and delivery details requested on that order. Please do not hesitate to contact us if confirmation is not received within that time frame.

It is important to note, we still make our food by hand in the time honoured tradition and, whilst we always aim for next day delivery, we are unable to guarantee next day delivery.

CHANGING YOUR DELIVERY DATE

If you would like your order to be delivered on another date, please notify us: info@alif.uk and provide customer name, email address, order number, order total and requested delivery date. Requested changes to your delivery date are not guaranteed unless you have received confirmation of your request by our customer care team or by email correspondence.

CANCELLATION

Website orders can be cancelled at any time up the point that our courier collects the order on the day of despatch. To do this simply email: info@alif.uk quoting your order reference number and we’ll refund any monies paid in advance as soon as possible. Please note however, our couriers collect throughout the day so advance notification is advised.

CANCELLATION OF SUBSCRIPTION ORDERS

Subscription orders are unable to be cancelled and refund automatically for you.

We give you complete control over your subscription orders, to edit order content, billing information, change delivery details, pause and cancel.  As well as notification of upcoming orders three days in advance of processing, so cancellation once an order is processed is subject to a £10.00 cancellation fee.

If you would prefer to provide us with a future delivery date, we can hold your order until that date, free of charge.  This will give you the time to visit your account and move your next delivery date forward to accommodate this delay.

We are continually looking for ways to improve our service to you so would appreciate feedback on why you feel the need to cancel your order, although you are under no obligation to do so.

If you cancel your order after our courier has collected your order, you must return the goods to us at your own expense and in the original packaging. You must ensure goods are packaged adequately to protect against damage and will arrive at our premises still in a frozen state.

If you fail to return the goods, we can arrange to collect them, and will charge you the direct cost of collection. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

This cancellation policy does not affect your legal rights, for example if goods are faulty or miss-described.

DELIVERY INFORMATION

Our courier is instructed to always leave your parcel safe at your address if there is no one home to accept delivery.  If necessary, you can specify a safe location (eg in a shed, garage or with a neighbour) when placing your order.

If the courier leaves your item in the safe location you requested or because that location is unsuitable leaves it elsewhere. Then you, the customer are responsible for collecting it from that location.

CHANGING THE DELIVERY DATE WITH OUR COURIER

Our couriers can change the delivery date of your order, however please note that this is completely at your discretion. Your order will not return to a freezer between leaving our facility and arriving at your address. We are not liable to reship or refund your order if you have changed your delivery date with our courier. Please note that as your goods are perishable, our courier are within their rights to destroy the parcel if not delivered when scheduled by us. We cannot accept any claims where the customer has changed the delivery date.

If you change the delivery address once the goods have been despatched to you, we reserve the right to pass on any extra charges made by our couriers for redirecting your delivery. We and our couriers will do our very best to ensure delivery, however we cannot accept any claims if not delivered to the new address successfully under any circumstances where the change was requested but the customer after ordering.

DELAYS

In the unlikely circumstance our courier have to delay orders due to different reasons such as vans breaking down. If you have been notified about your order being delayed then please contact us info@alif.uk so that we can track you order and aim to get it out for delivery on your expected delivery date. If we are unable to get it delivered on this day, your order will be with you the following day. Your order will be absolutely fine for 2-3 days in the packaging we provide. If there is anything wrong with your order when it arrives then please notify us as soon as possible.  By providing your mobile number with your order, our courier service will be able to give you an update via SMS (text messaging).

RETURNS POLICY

You may return any product within 14 days at your own expense in the extremely unlikely event that you are dissatisfied with it. However, we insist that the product is unused and has remained frozen since first delivered in order for us to accept any returns, Unless you are returning a non food item, in which case it needs to remain unused.  All returns must be sent in the original delivery packaging by next day courier to our address. Upon receipt of any returns in perfect condition we will then process your refund.  Please bear in mind that any refund may take up to five days to show in your account. 

REFUSAL OF DELIVERY

If you refuse delivery we are unable to offer a refund/replacement. Even in the unlikely event that the parcel has been mistreated by the courier we need you to accept it as normal and take photographs of the packaging and content to send to us along with a description showing why the items are unacceptable/unusable, even in these unlikely circumstances there is a high probability that most or at least some of the order is perfectly good to use.

COPYRIGHT

ALIF PET FOOD LIMITED either owns the intellectual property rights in the underlying HTML, text, images, illustrations, audio clips, video clips, software and other content (collectively, the ‘Content’) that is made available to you on this website, or has obtained the permission of the owner of the intellectual property in such Content to use the Content on this website. Except as provided in these Terms, ALIF PET FOOD LIMITED prohibits the redistribution or copying of any Content on this website without its express written permission. ALIF PET FOOD LIMITED hereby authorises you to display on your computer, download and print pages of this website, subject to the following provisions:

(1) the copyright notice appears on all such printouts;

(2) the information will not be altered in any manner; and

(3) the Content is only to be used for personal educational and non-commercial use and will not be redistributed, broadcast or copied to any other media.

EXTERNAL LINKS

ALIF PET FOOD LIMITED Products may have (hypertext) links to other unaffiliated websites. Linking to such websites is at your own risk.

ALIF PET FOOD LIMITED has not reviewed all of the content of such linked websites and is not responsible for the content of any such linked website. Any (hypertext) links contained on this website shall not be construed as an endorsement by ALIF PET FOOD LIMITED of any such linked website.

USE OF THE WEBSITE

ACCESS

You are provided with access to this website in accordance with these Terms and any orders placed by you or on your behalf in respect of any of the Products must be placed strictly in accordance with these Terms.

REGISTRATION

You warrant that:

  • The Personal Information that you are required to provide when you register as a customer of ours is true, accurate, current and complete in all respects; and
  • You will notify us by e-mail immediately of any changes to the Personal Information.
  • You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

INDEMNITY

You agree fully to indemnify, defend and hold ALIF and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Terms by you or anyone you are responsible for or any other liabilities arising out of your use of this website, or the use by any other person accessing the website using your shopping account and/or your Personal Information.

DESCRIPTION OF PRODUCTS

Each Product purchased is sold subject to its Product Description which sets out any additional Specific Conditions related to that Product.

2 WEEK TRIAL BOXES

Please note that when purchasing ALIF 2 week trial boxes the content may vary, the extent of which depends on product availability. It is very possible that the contents may not be the same as the previous order.

ORDERS

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

CONTRACT CREATION AND ELECTRONIC CONTRACTING

The technical steps required to create the contract between you and us are as follows:

You place the order for your products on the website by pressing the confirm order button at the end of the checkout process.

We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from us. 

Order acceptance and the creation of the contract between you and us will take place on the despatch to you of the Products ordered. We may but are not obliged to notify you of our non-acceptance of an order made by you. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any Product from this Website whether or not that Product has been sold; removing or editing any materials or content on the Website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun. The contract will be concluded in English.

PAYMENT

Payment can be made by any of the methods specified in the payment section of this website and payment will be debited and cleared from your account as set out in the payment section of this website. You confirm that the credit, debit or store card that is being used is yours.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

MANAGING SUBSCRIPTIONS

Please remember it is very important for you to ‘Manage Subscriptions’ keeping the information you rely upon for safe delivery of your order up-to-date at all times.

We try whenever possible to assist you in managing your subscription account, however, we are unable to make changes on your behalf.

OUT OF STOCK ITEMS

We do our best to ensure our shop inventory is accurate. If an item is out of stock, you will only be charged for products contained in a given shipment, plus any applicable delivery charges. Please note that items may be substituted in your order with other items selected to avoid a delivery delay. We may contact you to seek further instructions. We do not accept backorders.

ZERO TOLERANCE POLICY

Use of profanity, verbal threats and abusive language will not be tolerated and any such behaviour will result in your order being cancelled. This applies to telephone, email and face-to-face communications.

TRADEMARKS & COPYRIGHT

Alif.uk is the trademark of ALIF PET FOOD LIMITED. Our recipes and product names are the Intellectual Property of ALIF PET FOOD LIMITED and are not allowed to be reproduced. Our illustrations, images and copy are Intellectual Property of ALIF PET FOOD LIMITED and are not allowed to be reproduced.

Unless otherwise specified, all materials appearing on this site, including text (copy), site design, logos, graphics, icons, illustrations and images as well as the selection, assembly and arrangement thereof, are the sole property of ALIF PET FOOD LIMITED.

You may use the content of this site only for the purpose of shopping on this site or placing an order on this site and for no other purpose. No materials from this site may be copied, reproduced, modified, reproduced, uploaded, posted, transmitted, or distributed in any form by any means without prior written permission. All rights not expressly granted herein are reserved. Any unauthorised use of materials appearing on this site may violate copyright, trademark and other applicable laws that could result in prosecution.

OTHER CONDITIONS

We reserve the right to make change to this site and these conditions at any time.

NO WARRANTIES

This website is provided ‘as is’ with all faults, and Alif.uk express no representations or warranties, of any kind related to this website or the material contained on this website. Also, nothing contained on this website shall be interpreted as advising you.

GENERAL DATA PROTECTION REGULATION

As part of the general data protection regulation (GDPR) as of May 2018 we have updated our privacy policy. Acceptance of these Terms & Conditions included acceptance of our updated privacy policy.

ALIF PET FOOD LIMITED

PRIVACY POLICY

PERSONAL DATA

Under the EU’s General Data Protection Regulation (GDPR) personal data is defined as:

“any information relating to an identified or identifiable natural person (‘data subject’); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person”

YOUR RIGHTS

The data subject has rights under the GDPR. These consist of:

  • The right to be informed
  • The right of access
  • The right to rectification
  • The right to be forgotten
  • The right to restrict processing
  • The right to data portability
  • The right to object

Rights in relation to automated decision making and profiling. Each of these rights is supported by appropriate procedures within ALIF PET FOOD LIMITED that allow the required action to be taken within the timescales stated in the GDPR.

If you would like to exercise any of these rights, please contact us via the details within the next section of this document.

YOUR DETAILS

We do not store your financial information, whether your order is placed over the internet, in person, or over the telephone.

Any personal data provided by you will remain confidential. We will only share your personal data with trusted third parties where necessary- for example, our courier, for fraud management (with law enforcement bodies), to handle complaints, marketing (with your consent) and so on.

We will retain your delivery address, name and any email address provided with your order or when you set up your account. We also store notes from any conversation had with our staff by any means of communication, your order history and receipts.

In certain circumstances we need your personal data to comply with contractual obligations – for example passing your address to our courier to ensure delivery of your purchase. Your order could be delayed if the relevant information is not provided with your order.

If contacting us regarding a specific cat’s dietary requirements we store the name, age, gender, breed, medical history and diet history of your dog or cat along with notes about what was discussed.

You can request the information we store at any time. We will get back to you within the time restraints of GDPR.

If you wish for your details to not be processed please notify us by email: info@alif.uk or write to us: 85 Great Portland Street, London, England, W1W 7LT

We collect your personal data when:

  • You use your online account to place orders, telephone your order through or in person at our retail store(s),
  • When you create an account with us
  • When you engage with us on social media
  • When you enter prize draws
  • When you contact us by any means with a query or complaint or ask our staff to email information to you
  • When you review our products or service
  • When you fill in any online form
  • When you choose to complete any surveys we may send you
  • When you sign up to our mailing list
  • When you create any kind of appointment with us
  • When you visit any premises which have CCTV systems operating for the security of both customers and staff. These CCTV systems may record your image during your visit.

SECURITY

We are committed to ensuring your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. Where we have given you (or where you have chosen) a password, which enables you access to certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

MARKETING

If you sign up for our newsletter you will receive emails with news and offers regularly. You can unsubscribe from these emails by clicking the ‘unsubscribe’ button on every newsletter, or by contacting us on the details above.

For incomplete orders you will receive emails from Alif.uk within 1 hour of signing up, after 24 hours and after 7 days. After 7 days you won’t be notified any further. If you complete your order before the next notification then email notifications will stop. If you enter your details at the checkout without completing your order then you will also be included in this service.

After placing an order on our website you may receive an email from our reviews partner with an invitation to review your order. By placing an order you accept that our reviews partner may follow with this email.

OTHER LINKS

Our website may contain links to other websites. Once you have used these links to leave our site we have no control over that other website. We cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites. Such sites are not governed by this privacy policy. You should exercise caution and review the privacy policy applicable to the website in question.

COOKIES

Cookies are small text files stored on your device by a web browser (e.g. Internet Explorer) that hold information about your visit to a site. The main purpose of a cookie is to identify users and possibly prepare customised Web pages or to save site login information for you, some websites cannot function without these cookies.

Our site alif.uk uses cookies. Some of the cookies we use are essential for parts of the site to operate as well as to provide information so that we can improve our site and deliver a more personalised browsing experience.

 

TYPES OF COOKIES

STRICTLY NECESSARY COOKIES – these cookies are essential to enable you to move around our site and use features, such as accessing secure areas. Our site would not work for you without them.

PERFORMANCE COOKIES – these cookies collect information about how visitors use our site, for instance, which pages visitors go to most often. These cookies don’t collect information that identifies a visitor. All information these cookies collect is aggregated and therefore anonymous. We use this information to improve how our site works. By using our website, you agree that we can place these types of cookies on your device. Functionality cookies – these cookies allow our website to remember the choices you make to improve your experience. They are used to remember usernames and accessibility settings.

Unless you have amended your browser settings so that it will block cookies, our site will issue cookies as soon as you visit our site. By using our site you consent to cookies being used in accordance with our policy.

MANAGING COOKIES

Most browsers have cookies enabled by default. It is usually possible to stop your browser accepting cookies, or to stop it accepting cookies from a particular website. Cookies are an essential part of how our site works – for example you will need to have cookies enabled to place an order. If you don’t wish to enable cookies, you’ll only be able to browse the site.

All modern browsers allow you to change your cookie settings. These settings will typically be found in the ‘options’ or ‘preferences’ menu of your browser. In order to understand these settings, the following links may be helpful, otherwise you should use the ‘Help’ option in your browser for more details.

For further information on cookies, visit the official ICO website at www.ico.gov.uk

COMPLAINTS

We take any complaints about how we collect and use your personal data very seriously. If you think that our collection or use of personal information is unfair, misleading or inappropriate, or have any other concern about our data processing, please raise this with us in the first instance by emailing: info@alif.uk

You can also complain to the Information Commissioner’s Office in one of the following ways:

Report a concern online at https://ico.org.uk/concerns/

Call 0303 123 1113

Or write to: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF