Terms & Conditions - Crufts Club Subscription Service

1.1. We are The Royal Kennel Club Limited, a company registered in England and Wales under company number 08217778. Our registered office is at 10 Clarges Street, London, W1J 8AB. Our VAT number is: 239096833.

1.2. We operate the Crufts Club platform, which allows customers to subscribe to products and services provided by us and our approved third-party partners (together, the “Subscription Service”).

1.3. When you subscribe through the Crufts platform:

1.3.1. you enter into a contract with us; and

1.3.2. you receive products and/or services supplied by one or more of our partners.

1.4. We are responsible for managing your subscription, payments, cancellations, and communications, even where products or services are delivered by partners.

1.5. These Terms are designed to comply with the subscription contract requirements set out in the Digital Markets, Competition and Consumers Act 2024.

1.6. “Physical Goods” means tangible items delivered to you as part of your subscription.

1.7. “Digital Services” means digital content or services accessed online or through an app, including updates, features, and functionality provided on an ongoing basis.

1.8. “Delivery” means:

1.8.1. for Physical Goods, delivery to the address you provide; and

1.8.2. for Digital Services, the point at which access is granted or activated.

2.1. By subscribing, you confirm that:

2.1.1. you are at least 18 years old;

2.1.2. you are ordinarily resident in England, Scotland or Wales;

We reserve the right to refuse, suspend, or cancel any subscription where we reasonably believe these requirements are not met.

2.2. You further confirm that:

2.2.1. you have read and understood these Terms; and

2.2.2. you agree to pay the subscription charges described before you complete sign-up.

2.3 These Terms apply alongside any specific product or service information shown to you before checkout.

3.1. Before you commit to a subscription, we will provide you with clear and prominent information, including:

3.1.1. what is included in the subscription;

3.1.2. how often you will be billed;

3.1.3. the total price and any introductory or discounted period;

3.1.4. how long the subscription lasts;

3.1.5. whether it renews automatically; and

3.1.6. how and when you can cancel.

3.2. You will be required to actively confirm that you understand you are entering into a paid subscription with ongoing payment obligations.

4.1. If your subscription includes a free trial or discounted period:

4.1.1. the length of the trial or offer will be clearly shown before you subscribe;

4.1.2. you will not be charged until the trial or offer ends (unless stated otherwise); and

4.1.3. the subscription will automatically continue at the full price unless you cancel.

4.2. We will remind you before a free trial or discounted period ends so you can decide whether to continue.

5.1. Your subscription starts on the date you sign up and continues for the period shown at checkout (for example, monthly or annually).

5.2. Automatic renewal: unless you cancel, your subscription will automatically renew at the end of each subscription period.

5.3. We will send you renewal reminders:

5.3.1. before your subscription renews for the first time;

5.3.2. before any renewal following a free trial or discount; and

5.3.3. before long-term subscriptions (such as annual plans) renew.

5.4. These reminders will clearly explain:

5.4.1. when the renewal will happen;

5.4.2. how much you will be charged; and

5.4.3. how to cancel if you do not wish to continue.

6.1. Subscription prices, billing frequency, and accepted payment methods will be shown before you subscribe.

6.2. Prices include all mandatory fees and charges. We do not add hidden or unexpected fees.

6.3. Payments are taken automatically using the payment method you provided.

6.4. If a payment fails, we may:

6.4.1 retry the payment;

6.4.2. ask you to update your payment details; or

6.4.3. suspend or cancel your subscription if payment cannot be collected.

7.1. Some parts of your subscription may be delivered by third-party partners.

7.2. We carefully select our partners and ensure they meet our standards.

7.3. If there is a problem with a partner-provided product or service, you should contact us first. We will work with the partner to resolve the issue.

7.4. Nothing in these Terms affects your statutory rights if a product or service is faulty, not as described, or not provided with reasonable care and skill.

7.5. Our partners and the products/services they provide are listed below:

8.1. Physical Goods will be delivered on the schedule shown before you subscribe.

8.2. Delivery times are estimates unless stated otherwise.

8.3. Risk in Physical Goods passes to you when they are delivered to your address.

8.4. Ownership of Physical Goods passes to you once payment for that delivery has been received.

8.5. If Physical Goods are damaged, faulty, or not as described, you are entitled to a repair, replacement, or refund in line with your statutory rights.

9.1. Digital Services will be made available from the start date shown at checkout.

9.2. Access may be provided through an account, app, or online platform.

9.3. We or our partners may update or change Digital Services to:

9.3.1. improve functionality;

9.3.2. maintain security; or

9.3.3. comply with legal requirements

9.4. We will not remove or significantly reduce core features without telling you in advance and giving you the option to cancel.

10.1. We may make changes to the subscription (for example, to improve features or replace a partner).

10.2. If a change is material (for example, a price increase or a reduction in what you receive), we will:

10.2.1.tell you in advance; and

10.2.2. give you the option to cancel before the change takes effect

10.3. If you continue your subscription after the change takes effect, this will be treated as a acceptance of the change.

Cooling-off period

11.1. For digital services and content:
You do not have the statutory 14-day cooling-off right once you consent to immediate access and acknowledge loss of cancellation rights at sign-up (consent and subscription activation timestamps will be stored for a period of 6 years). This means that, once you are granted access to Crufts Club digital benefits, no refund is due if you change your mind.

11.2. A refund for digital services will only be provided if:

11.2.1. We fail to supply the digital service as described, there is a material technical failure exceeding 48 consecutive hours with no reasonable workaround available, or

11.2.2. A billing error, duplicate subscription, or charge after valid cancellation occurs.

11.2.3. For physical goods (if included in your subscription)

11.3. For physical goods, you may cancel within 14 days from the day you receive the first goods. To exercise your right to cancel, you must clearly communicate to us your decision to cancel (e.g. via your account or a letter sent by post or e-mail).

11.4. If you cancel during this period, you may be required to return the goods. Returned goods must be sent within 14 days and you are responsible for return costs unless the goods are faulty or incorrect. Refunds may be reduced for unnecessary handling.

Cancelling later

11.5. You may cancel your digital subscription at any time to stop future charges.

11.6. Cancellation will take effect at the end of your current paid billing period; no refund is provided for any unused time or benefits.

How to cancel

11.7. You can cancel:

11.7.1. through your online account; or

11.7.2. by email; or

11.7.3. using any other method we clearly make available.

11.8. Cancelling will be simple and straightforward, requiring minimal steps.

Returning Physical Goods

11.9. See above (section 11.3 and 11.4) and our return policy below for arrangements regarding return of physical items.

11.10. You may return products to us, in a resalable condition, up to 14 days of receiving the order. We will not refund the original delivery costs, and you will be responsible for the return delivery costs.

11.11. You must pack up the product/s securely and using the customer services label on the front of the delivery note, send back to our fulfilment partners customer services team, including the delivery note with the returns information completed. In order to ensure the safe return of product/s we recommend that you obtain proof of postage from the post office and retain this proof of postage until you have received your refund.

11.12. We will refund you the price paid for the product on receipt of the returned product, or within 14 days of receiving from you proof of returning the product, using the same means of payment as you used for the initial transaction.

11.13. We reserve the right to refuse to refund or exchange products that are returned to us that are not in a resalable condition. 

11.14. You may return to us any product that is damaged, defective or where we have delivered a product to you in error. Once we have confirmed that a product is damaged or defective, or was delivered in error, we will refund you the price paid for the product, plus your original delivery costs and the cost of returning the product to us.

12.1. Where a refund is due for digital or physical goods, we will process it using your original payment method within a reasonable time.

12.2. Refunds do not affect your statutory consumer rights.

Exclusions

12.3. We do not provide refunds for:

12.3.1. Change of mind after digital access has started,

12.3.2. Forgetting to cancel,

12.3.3. Unused benefits,

12.3.4. Dissatisfaction with partner services,

12.3.5. Dog no longer eligible,

12.3.6. User error.

12.4. No pro-rata or partial month refunds are given for digital services.

12.5. If the required consent for immediate access and waiver of the cooling-off right was not obtained at sign-up, statutory cancellation rights apply.

13.1. If you believe a payment has been taken in error or you dispute a transaction, please contact us first so we can promptly investigate and seek to resolve the issue. If you initiate a chargeback through your bank or card provider without first contacting us, we reserve the right to suspend your subscription while the matter is investigated. If the chargeback is found to be invalid or not in accordance with these Terms, we may recover any amounts outstanding and reserve the right to charge you for any reasonable costs we incur as a result. This clause does not affect your statutory rights.

14.1. We will send important information (such as renewal reminders, changes, or cancellation confirmations) by email, in-app notification, or other contact details you provide.

14.2. It is your responsibility to keep your contact details up to date.

15.1. If you have a question or complaint, please refer to the Crufts Club Support and Complaints Form located in the Crufts Club FAQ’s.

15.2. We aim to resolve complaints fairly and promptly.

15.3. You also have the right to contact relevant consumer protection bodies if you believe your rights have been breached.

16.1. We do not exclude or limit liability where doing so would be unlawful.

16.2. Subject to this, we are not responsible for losses that:

16.2.1. were not foreseeable; or

16.2.2. arise from your misuse of the service.

17.1. These Terms are governed by the laws of England and Wales.

17.2. Any disputes will be subject to the jurisdiction of the courts of England and Wales.

1. What is included

Your subscription includes:

• recurring delivery of physical goods; and

• ongoing access to digital services and/or digital content,

as described on the Crufts platform at the time you subscribe.

2. Subscription length

Your subscription runs for the period shown at checkout (monthly).

3. Automatic renewal

Your subscription automatically renews at the end of each subscription period unless you cancel.

4. Price and payment

You will be charged the price shown before you subscribe.

Payments are taken automatically at the billing frequency shown.

Any free trial or introductory offer will be clearly explained before sign-up.

5. Free trials or discounts

If your subscription includes a free trial or discounted period, it will automatically convert to a paid subscription unless you cancel before it ends. We will remind you before this happens.

6. Cooling-off rights

For Digital Services and Content:

You will not have the statutory 14-day cooling-off right once you consent to immediate access and acknowledge the loss of cancellation rights at sign-up. This means that, once access to Crufts Club digital benefits has started, no refund is due if you change your mind.

For Physical Goods:

You retain the right to cancel within 14 days from the day you receive the first goods. If you cancel during this period, you may be required to return the goods. Returned goods must be sent within 14 days, and you are responsible for return costs unless the goods are faulty or incorrect. Refunds may be reduced for unnecessary handling.

No Refunds for Change of Mind:

No refunds are given for change of mind, unused benefits, or mid-period cancellations for digital services once access has started, except where required by law or due to billing or technical errors.

7. How to cancel

You can cancel at any time:

• through your online account,

• by email, or

• using another simple method we make available.

Cancellation is straightforward and does not require unnecessary steps.