Terms and Conditions

It is important to read these terms and conditions carefully before using this site. These terms, and the documents we refer to, inform you of the terms of use which you may make use of our website www.thrivepetfoods.com

Use of our website includes accessing, browsing or registering an account to use our site. Please read these terms of use carefully before proceeding to use this site. By using our site, you are agreeing to accept these terms of use and that you will also comply with them. If you do not agree, you must not use our site. For future reference, it is recommended you print a copy of these terms and conditions.

Our Privacy Policy, informs you of how we collect personal data from you, or personal data you supply to us. If you do not agree to either our Terms and Conditions, or our Privacy Policy, you should stop using our site immediately.


www.thrivepetfoods.com  is a site operated and owned by Petproject Limited, a limited company registered in England and Wales with company number 4110818 and with its registered office at Aston House, Cornwall Avenue, Church End, London N3 1LF. Our VAT number is 731023388


We may amend this page and change these terms at any time. We advise you check this page intermittently to be aware of any changes made, as they are binding to you.


Occasionally, we may update our website and update the content as a result. Always note, content on our site may be out of date at any time and we are not required to update it. We also do not guarantee that our site, or its content, is free from errors or omissions.


Our site is free of charge to access. We cannot guarantee that our site, or its content, will always be operational or be uninterrupted. Access to our site is permitted on a temporary basis. We are within our rights to suspend, withdraw, discontinue or change any part of the website without notice. We cannot be held liable to you if for any reason our site is unavailable at any time, for any period.

You are the only one responsible for making all arrangements necessary for you to be able to access our site. In addition, you are also responsible for ensuring that all persons who use our website, through your internet connection, are aware of our terms of use and other terms and conditions which they also need to comply with.


Any user name or password or similar you create on our website, you must treat as confidential. You must not disclose this information to any third party. If you believe or suspect that another individual or entity knows your username or password, you must notify us via info@thrivepetfoods.com

We have the right to disable any user name or password at any time, if we have reasonable belief you have failed to comply with any of the requirements of these terms of use.


We are the owner or the licensee of all intellectual property rights in our site, and in any published material featured. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy, and may download extracts, of any page (s) from our site for personal use and you may notify others within your organisation of content posted on our site.

You must not make any modification to the paper or digital copies of any materials you have printed off or downloaded from our site. You also must not use any illustrations, photographs, videos, audio or graphic separately from their original intent of use.  Additionally, we and any identified contributors must always be acknowledged.

You must not use any part of the content on our site for commercial purposes.

If you print, copy or download any part of our site in breach of these terms of use, we will retract your right to use our site and you must either return or destroy any copies of materials you have made.


The content on our website is provided for general information purposes only. You must seek professional or specialist advice before taking, or refraining from, any action based on the content of information found on our site.

We strive to update the information on our site frequently however we make no representations, warranties or guarantees that the content featured is accurate or up to date.


Nothing in these terms of use exclude or limits our accountability for death or personal injury arising from our negligence, or our fraud of fraudulent misrepresentation, or any other liability that cannot be omitted or limited by English law.

To the extent allowed by law, we exclude all conditions, warranties or representations or other terms which could be applicable to our site or any content featured, whether express or implied.

We cannot be held liable to any user of our site for loss or damage, whether in contract, tort, breach of statutory duty or other, even if foreseeable, arising under or about use of, or inability to use, our site; or use of or dependence on any content displayed on our site.

Our site is only for domestic and private use. You agree not to use our site for any commercial or business purposes and we hold no liability to you for any loss of profit, business, business opportunity or business disruption.

We will not be liable for any disruption or loss caused by a virus, distributed denial -of- service attached, or potential technologically harmful material that could cause threat to your computer equipment, its programs or data due to use of our site.

We are not responsible for featured content on websites linked on our site. We do not endorse any linked websites which feature on our website and cannot be held liable for any loss or damage that may occur from your use of them.


We do not guarantee our site will be free from bugs or viruses. It is the responsibility of the user to protect your information technology, computer programmes and other platforms in order to access our site. You should use your own up to date virus protection software.

In addition, you must not misuse our site by knowingly introducing viruses, Trojans, worms, logic bombs or other malicious or technologically harmful materials. You must not attempt to gain unauthorised access to our website, the server where we store our site or any other computer or database linked to our site. You must not intentionally attack our site via a denial-of-service attack. We will report any attempted attack to the relevant law enforcement authorities and we will supply those authorities with any relevant information we have including disclosing your identity. In the event of such a breach, your right to use our site will cease immediately.


We allow links to our homepage, or product pages, providing the link is fair, legal and does not damage our reputation or take advantage of it. You must not create a link under any guise that suggests and form an association, approval or endorsement on our part where none exists. Links can only be used on websites that you own. We reserve the right to withdraw link permission with notice.


Links to other sites and third parties featured on our website are provided for your information only. We have no responsibility for the content of those sites or their resources.


These terms and conditions, the subject matter and formation, are governed by English law. All parties involved agree the courts of England and Wales will have non – exclusive jurisdiction. However, if you reside in Northern Ireland or Scotland you may also bring proceedings there.


To contact us please email info@thrivepetfoods.com

Thank you for visiting our site.

May 2024

Terms of Supply

This page (as well as our Privacy Policy and Terms of Use) informs you about the legal terms and conditions (Terms) on which we supply any of the goods (Goods) featured on our website to you.

These terms apply to any future orders placed with us via our website and we strongly advise you read these Terms carefully before proceeding to place an order through our site. Please note before completing your order with us you will be asked to agree to these Terms. If you refuse to accept the Terms, you will not be able to order any goods through our site. We advise you print a copy of these Terms for future reference.

We may amend these Terms as set out in clause 4. Any time you wish to order Goods from us, we advise you check these Terms to ensure you understand the Terms which apply at the time of your ordering.

These Terms, and any Contract between us, are only in the English language.


1.1 We operate and manage the website www.thrivepetfoods.com. We are Petproject ltd, a limited company registered in England and Wales with company number 4110818 and with its registered office at Aston House, Cornwall Avenue, Church End, London N3 1LF. Our VAT number is 731023388

1.2 Contacting us: to cancel a Contract in accordance with your legal right to do so as set out in clause 7, you will need to inform us that you have decided to cancel. The easiest way to do this, is to email us at info@thrivepetfoods.com stating your order number. The cancellation is effective from the date you send us the email. All other complaints or feedback can also be sent to us via info@thrivepetfoods.com

1.3 If we have to contact you: we will contact you via email or postal address dependant on what information is provided with you order.


2.1 Our Terms of Use govern your use of our site and we only use your personal information in accordance with our Privacy Policy. Please read our Privacy Policy as it includes important terms which may apply to you.

2.2 The Goods sold through our website are available for purchase by consumers only (a consumer is an individual acting for purposes which are outside their trade, business, craft or profession). By placing an order, you are agreeing to these Terms and agree and represent that you are a consumer and at least 18 years of age. If you’re a trade customer who is interested in our products please contact us via info@thrivepetfoods.com and we will be happy to help.

2.3 The images of the Goods on our website are for marketing or illustrative purposes only. Your Goods and any packaging may be different from the images shown on our site.


3.1 Our Checkout pages will guide you through the necessary steps you need to take to place an order with us. Our order process allows you to review and amend your order before submitting it to us. Please take extra care to review and check your order for errors at each stage of the checkout process.

3.2 After you have completed the checkout process, you will receive an email from us acknowledging that we have received your order and are processing it.

3.3 We only confirm acceptance of your order by sending you an email to confirm the Goods have been despatched. The Contract between us will only be formed when we send you this information.

3.4 If Goods are out of stock or no longer available, we will inform you of this by email and we will not process your order. If you have already paid for the Goods, we will refund the full amount including any delivery costs charged as soon as possible.


We may amend these Terms from time to time but will update the bottom of this page to the date last updated. Whenever you place an order on our website, the Terms stated at that time will apply to the Contract between you and us. Any amendments we make to these Terms will not affect any previous processed order unless relevant laws or regulatory requirements require us to change these Terms. If we do need to change these Terms we will contact you to give you reasonable advance notice of changes and give you the option to cancel the Contract if you are not happy with the proposed changes. If you opt to cancel, it will be your responsibility to return (at our cost) any Goods you have already received and we will issue a full refund to cover the price you paid including any delivery charges.


5.1 If you are a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the set period detailed in clause 5.3. During this set period if you change your mind or decide for any reason that you do not want to receive or keep the Goods, you are within your rights to notify us of this and to cancel the Contract and receive a refund. We advise if you need advice regarding your legal rights to cancel the Contract to seek this from your local Citizens Advice Bureau or Trading Standards office

5.2 If Goods are liable to deteriorate or expire quickly or any Goods which become mixed inseparably, this cancellation right does not apply.

5.3 Your legal right to cancel a Contract starts from the date of the Despatch Email Confirmation.  Your deadline for cancelling the Contract then depends on Goods you have ordered and how it is delivered. Please read more below:

  1. i) If your contract is for a single item/product (which is delivered in full quantity and not in separate instalments) you have until 14 days after you receive the Goods to cancel the contract.
  2. ii) If your Contract is for a single item/products (which is delivered on separate days) or multiple items (which are delivered on separate days) you have 14 days after the day you received the last instalment of Goods to cancel the contract.

5.4 To cancel a Contract, you just need to let us know you have decided to cancel, as detailed in clause 1.2 above.

5.5 If you cancel your Contract we will: 

  1.  i)  Refund the price you paid for the Goods. However, we are not legally obligated to issue a full refund. We are legally allowed to reduce the refund amount to reflect any reduction in the value of Goods. For example, if a sealed food container has been opened. If we refund the full price paid without being able to inspect the Goods first, and find the Goods have been handled in an unacceptable way, you must pay us as an appropriate amount.
  2. ii)Refund any delivery costs you have paid. 

    iii) Issue any refunds due to you as soon as possible and in any event within the following deadlines:

 - if you have received the Goods: 14 days after the day we receive the Goods back from you, or, on the day you provide us with evidence you have returned the Goods back to us; or

 - if you have not received the Goods: 14 days after you inform us of your decision to cancel the Contract 

5.6 If you have returned Goods under this clause 5 because they are faulty or mis-described, we will refund the price of the Goods in full including any applicable delivery charges, and any reasonable costs you incur in returning the Goods to us.

5.7 We will make any refund to the credit card or debit card used by you to pay.

5.8 If Goods have already been delivered and you choose to cancel your Contract:

  1. i) Unless notified otherwise, you must return the Goods to us as soon as possible and no later than 14 days after the day on which you let us know that you wish to cancel the Contract.  You should return Goods to us at thrive pet foods returns, Heath Road, Warboys, Cambridgeshire, PE28 2U.
  2. ii) If you are returning the Goods to us for another reason other than Faulty issues or not as described, you will be responsible for the cost of returning the Goods to us.

5.9 As you are a consumer, we are under a legal duty to supply Goods that conform with this Contract. As a consumer, you have legal rights in relation to Goods received that are faulty or not as described. Your legal rights are not affected by your right of return and refund.


6.1 Our Despatch Confirmation email will include an estimated delivery day (typically delivery will be made within 1 – 2 working days dependent on your location within the UK) and details of our third-party courier who will be delivering the Goods. Occasionally delivery may be affected by an Event Outside Our Control. See Clause 9 for further details.

6.2 If you are not available at your delivery address to take delivery, our courier will have prior to delivery given you several delivery options. We advise you follow our couriers’ instructions and pick the most suitable delivery option for you in advance.

6.3 Delivery of an Order shall be made by our courier who will deliver the Goods to your delivery address and the Goods will become your responsibility from that time. You own the Goods once delivery has been successful or (if later) once we have received full payment including the cost of delivery charges.

6.4 If we miss the delivery deadline for any Goods you have the right to cancel your Order straight away if we have refused to deliver the Goods or if delivery within the delivery deadline was essential or you told us before we accepted your order that prompt delivery was essential.

6.5 If you do not wish to cancel your order, or do not have right to as detailed under clause 6.4, you can rearrange with us a new deadline for delivery, which must be reasonable. You are within your rights to cancel your order if we fail to meet the new deadline.

6.6 If you do choose to cancel your order due to late delivery under clause 6.4 or 6.5 you can cancel some of the Goods or all, this is dependent on whether this would significantly reduce their value. If the Goods have been delivered at this point, you will need to return them to us and we will cover the cost of return. After you cancel your Order we will refund any monies paid to us for the cancelled Goods and any applicable delivery charges.


7.1 The prices quoted on our website will be prices you are charged when submitting your order. We make every effort to ensure prices of Goods are always correct. 

7.2 Prices for Goods may change infrequently, but any changes will not affect any order you have already placed.

7.3 All prices stated on our site include VAT at the applicable current rate chargeable in the UK. If the VAT rate changes between the date of your order and delivery date we will alter the VAT you pay, unless Goods have already been paid for in full before these rate changes took effect. 

7.4 All prices stated on our site do not include delivery charges. Any applicable delivery charges for your order will be advised during the checkout process before you confirm your order.

7.5 We accept payment via debit or credit cards (we accept the following cards: Visa, Mastercard). We do not accept American Express. Payment for Goods and any applicable delivery charges is to be made in advance and we will charge your payment card at the time you submit your order. In the event, we cannot process or accept your order we will refund any amounts you have already paid in full.


8.1 If we fail to comply with the above Terms, we are responsible for any loss or damage you suffer as a result of our breach of these Terms or our negligence. We are not responsible for any loss or damage that is not foreseeable. Loss and damage is foreseeable if it is a clear consequence of our breach or if it was anticipated by you and us at the time we entered into the Contract.

8.2 As stated in clause 2.2 we only supply the Goods on our site for domestic and private use. By purchasing through our site, you agree not to use the Goods for any commercial, business or resale purposes, and we have no accountability to you for any loss of profit, business, business opportunity, business losses or general business interruption.

8.3 We do not in any way exclude or limit our liability for:

(i)death or personal injury caused by our negligence;

(ii)fraud or fraudulent misrepresentation;

(iii)any breach of the terms implied by section 12 to 15 of the Sales of Goods Act 1979; and

(iv)defective Goods under the Consumer Protection Act 1987.


9.1 We cannot be held liable or responsible for any failure to perform, or delay in performance of, any of our responsibilities under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control refers to any act or event beyond our reasonable control, including but not limited to – limitation strikes, lockouts other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications or transport networks.

9.2 If an Event Outside Our Control takes place that will affect our obligations in our Contract:

  1. i) We will contact you as soon as possible to notify you
  2. ii) Our obligations under our Contract will be suspended and our performance will differ dependent on the duration of the Event Outside Our Control. If the Event Outside Our Control affects our delivery of Goods to you, we will arrange re delivery after the Event Outside Our Control is over.
  3. ii) If an Event Outside Our Control continues for more than 30 days you have the right to cancel a Contract. To do so, please contact us. If you choose to cancel you will need to return (at our cost) any Goods you have already received and we will issue a full refund including any applicable delivery charges.


10.1 We may move our rights and obligations under a Contract to another organisation, this will not affect your rights or our obligations under these Terms. We will notify you and allow notice if this will happen. You can only transfer your rights or obligations under these Terms to another person if first we agree in writing.

10.2 This Contract is between you and us. No one person or entity shall have rights to enforce any of its terms.

10.3 Each paragraph of these Terms operates separately. If in the future, any court or relevant authority deems them as unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

10.4 If we fail to insist that you conduct any of your responsibilities under these Terms, or if we do not impose our rights against you, or if we delay in doing so, does not mean we have waived our right and you will still have to comply with those obligations. Any wave in default will be informed to you in writing.

10.5 These Terms, any Contract concerning purchase of goods through our website and any dispute or concern regarding a Contract will be governed by English Law. All parties involved agree that the courts of England and Wales will have non-exclusive jurisdiction. If you are a resident of Northern Ireland or Scotland you may also bring proceedings there.