Delivery & Returns

November 2017

Our Refund Policy lasts fourteen (14) days. If at any time within 14 days of purchasing your Felcana Kit you are not completely satisfied, you may return it to us for a refund. This guarantee applies only to orders made through Felcana’s webstore and only to fees paid for Felcana devices. The guarantee does not apply to funds paid for any used subscription to the Felcana services. To request a refund for your device, simply contact Felcana at info@felcana.com with your order number within 14 days of your purchase day to request a full refund.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To return your product, you should mail your product to: Felcana, Somerset House, The Strand, London, WC2R 1LA, United Kingdom. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. If you purchased a Felcana product from an authorized retailer, please refer to their return policy. We are unable to refund any purchase not made directly through felcana.com.

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@felcana.com.

We only replace items if they are defective or damaged. If you received a damaged product, please notify us immediately at info@felcana.com. Please send your faulty item to: Felcana, Somerset House, The Strand, London, WC2R 1LA, United Kingdom. We will refund you the shipping cost. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We back your purchase with a friendly one-year product warranty. If your unit is defective, please get in touch immediately at info@felcana.com and we’ll be happy to help.

Felcana warrants to the original purchaser that your Felcana Kit shall be free from defects in materials and workmanship under normal use for a period of one year or the period required by law in your jurisdiction (whichever is longer), from the date of purchase (the “Limited Warranty”). Felcana does not warrant that the operation of the Product will be uninterrupted or error-free.

The Limited Warranty is not applicable to: (i) normal wear and tear; (ii) defects or damage caused by misuse, failure to follow instructions, accident, neglect, abuse, alteration, unusual stress, modification, improper or unauthorised repair, improper storage, water if the product has been opened, use with unsuitable devices, software or services; (iii) use for medical, healthcare or treatment purposes; (iv) software and services provided by Felcana to owners of the Product; (v) loss and security of data; (vi) used or resold products.

Felcana’s sole and exclusive responsibility under this Limited Warranty is that Felcana will, in its sole discretion, replace or repair the defective Product or refund the purchase price paid for the Product. The laws of England and Wales govern the Limited Warranty. This does not affect any additional rights you have under laws in your jurisdiction governing the sale of consumer goods.

This Limited Warranty does not cover software embedded in the Product and the services provided by Felcana to owners of the Product.

Privacy & Cookie Policy

May 2018

We offer a range of products including devices and services (delivered via firmware, apps, websites and in other ways). As a part of creating and offering our products to you and our other customers, we collect, hold and process a variety of data, including anonymous data and personal data relating to named individuals. We regard the protection and appropriate usage of this data as extremely important.

This policy sets out the way we will treat any personal data that we hold about you. This data may be provided by you to us, collected manually or automatically by us from you, generated by us about you, or collected or received by us from third parties.

We will interpret your use of our products as your acceptance of the principles we set out here.

Questions, comments or requests regarding this policy are welcome and should be directed to info@felcana.com.

Data we could hold about you could include:

  • Information about you including your name, date-of-birth, gender, physical address and any other personal identification and contact details including your email address(s), phone number(s), account logon(s), social media identifier(s), photograph(s), etc.Information about your preferences, opinions, likes, dislikes and similar information
  • Comments, messages, reviews, images, and other information you may enter or upload into our products
  • Information about your pet(s), including their name, date of birth, sex, weight, breed, health, behaviour, location, relationships, photograph, and any other information about them. 
  • Information created, collected or derived by our products directly or indirectly as part of your ownership or use of them (including but not limited to activity and exercise data, feeding, location, health and other data that our products and services may measure, record, create, deal with or provide).
  • Information about the way you make use of our products (including our apps and websites). We may, for example, automatically collect details of when, where and how you access our services, and how you interact with and make use of them, including the use of cookies.
  • Information about your relationships to others, including other members of your household, family, friends, other service providers and professionals, etc who may or may not also be users of our products and services.
  • Information relating to you that we receive from other sources including our other users and business partners.

The data that we hold about you may be transferred to and stored at facilities inside or outside our company and within or outside our immediate control. This may include destinations located anywhere in the world. Your data may also be processed by staff who do not work for us, and who may be located anywhere in the world.

Although we will do our best to protect the privacy of your personal data at all times by using appropriate policies, procedures and technologies, we cannot guarantee that the transmission and storage of your data is completely secure. Similarly, although we will make every effort through backups and other mechanisms to protect your data against partial or complete loss, we cannot guarantee that your data will never be lost, nor that we will always be able to retrieve it if it is lost or if you delete it.

We will offer you ways to delete your data. If you do intentionally delete your data, we will attempt to stop using it. However, it may persist in backups and other archives, and may already been shared with others in accordance with this policy, or been processed or incorporated into datasets from which it cannot easily be removed.

We may make use of the data we hold about you (including in combination with other data we may receive from other sources) in a number of ways, including:

  • To provide the products that we offer to you or our other customers, or which you or they request from us
  • To improve our products, and to develop new ones.
  • To determine which of our or a third-party’s products may be of interest to you or our other customers.
  • To communicate with you in respect of our existing or future products.
  • To market and promote our products to you or others.To provide selected third-parties these same capabilities (including to provide their products, improve their products, develop new products, determine which products may interest you, communicate with you, market and promote their products to you and others, and so on).

In the course of our business, we may share your personal data within our company for the purposes outlined above, with other companies related to ours, and with selected third-parties.

Some of our future product features may include sharing some of your personal data with other users of our products as part of their function and benefit. If and when we introduce such features, we will provide you with the ability to opt partly or completely out of this sharing.

We may also be under a legal duty or obligation to disclose your data, or we may need to do so to enforce our terms of use or other agreements with you, or to protect our rights, property or the safety of individuals. This may include exchanging information with others for the purposes of fraud protection and credit risk reduction.

If our company or its assets are licenced or acquired in part or whole by a third-party, data held by us and the rights and obligations contained in this policy may be part of the assets assigned and/or transferred.

You have the right to ask us not to use your personal data for marketing purposes. We may make this right exercisable by you in a range of ways, and you can also contact us on info@felcana.com at any time to exercise this right.

As we further develop our products, we may make available further mechanisms for you to opt-out of particular ways that some or all of your personal data is held and/or used.

For the purposes of the Data Protection Act 1998 (the Act), the data controller registered with the ICO is Pet Technology Limited (company number 09521139, trading as Felcana), whose registered office is at Somerset House, The Strand, London, WC2R 1LA. The Act gives you the right to access the data we hold about you, and you can exercise that right on request to us. Your request may be subject to a fee of £10 to cover our costs in providing the data to you.

Under the GDPR, you have the right to get your personal data removed from our databases. This means that data controlled by us and, where possible, any 3rd party with whom your data has been shared by us, will be deleted. Due to the way our services are maintained, deletion of your data may take some time.

We may make changes to this privacy policy in the future. If we do so, this page will be updated, and we may attempt (but don’t guarantee) to notify you by email or in some other way. Please check back frequently to make sure you understand and agree with our latest policy.

Terms & Conditions

November 2017

Felcana (“us”, “we”, or “our”) designs products that monitor pet health & behaviour (the “Devices”), operates www.felcana.com (individually the “Website” and collectively with its sub-domains, the “Websites”), and the Felcana mobile applications (each an “App” and collectively the “Apps”). The Devices, Websites, and Apps are collectively referred to as the Felcana “Service” or Felcana “Platform”.

Please read these Terms of Service (“Terms”, “Terms of Service”) carefully before using the Service. Your access to and use of the Service is conditioned upon your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and others who wish to access or use the Service. If you disagree with any part of the terms, then you do not have permission to access the Service.

Subject to your acceptance of and adherence to these Terms, Felcana hereby grants you a limited, non-exclusive license to utilize the Service as set forth herein. By your affirmative actions of registering for and/or using the Service, you signify your agreement to these Terms and our Privacy Policy and consent to allow Felcana to communicate with you electronically regarding the Service.

By accessing the website at https://www.felcana.com, you are agreeing to be bound by these terms of service, all applicable laws and regulations, and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from using or accessing this site. The materials contained in this website are protected by applicable copyright and trademark law.

Permission is granted to temporarily download one copy of the materials (information or software) on Felcana's website for personal, non-commercial transitory viewing only. This is the grant of a license, not a transfer of title, and under this license you may not:

modify or copy the materials;
use the materials for any commercial purpose, or for any public display (commercial or non-commercial);
attempt to decompile or reverse engineer any software contained on Felcana's website;
remove any copyright or other proprietary notations from the materials; or
transfer the materials to another person or "mirror" the materials on any other server.

This license shall automatically terminate if you violate any of these restrictions and may be terminated by Felcana at any time. Upon terminating your viewing of these materials or upon the termination of this license, you must destroy any downloaded materials in your possession whether in electronic or printed format.

The materials on Felcana's website are provided on an 'as is' basis. Felcana makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties including, without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights.

Further, Felcana does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its website or otherwise relating to such materials or on any sites linked to this site.

By creating a user account (“Account”) on our service, you agree to subscribe to newsletters, marketing or promotional materials and other information we may send. However, you may opt out of receiving any, or all, of these communications from us by following the unsubscribe link or instructions provided in any email we send.

If you wish to make a purchase through the Service (“Purchase”), you may be asked to supply certain information relevant to your Purchase including, without limitation, your ACH information, your credit card number, the expiration date of your credit card, your billing address, and your shipping information.

You represent and warrant that: (i) you have the legal right to use any credit card(s) or other payment method(s) in connection with any Purchase; and that (ii) the information you supply to us is true, correct and complete.

The service may employ the use of third party services for the purpose of facilitating payment and the completion of Purchases. By submitting your information, you grant us the right to provide the information to these third parties subject to our Privacy Policy.

We reserve the right to refuse or cancel your order at any time for reasons including but not limited to: product availability, errors in product pricing or description, error in your order or other reasons.

We reserve the right to refuse or cancel your order if fraud or an unauthorized or illegal transaction is suspected.

For detail of our Return and Refund policy, please click here.

When you create an Account with us, you represent and warrant that you are above the age of 13, and that the information you provide us is accurate, complete, and current at all times. Inaccurate, incomplete, or obsolete information may result in the immediate termination of your Account on the Service. If you are 13 or older but under the age of 18, you should review the Terms with your parent or guardian to make sure that you and your parent or guardian understand them.

Full use of the Service requires compatible Felcana products, Internet access, and certain software; may require periodic updates; and may be affected by the performance of these factors. The Service is not a guaranteed part of any third party product or service offering, and no purchase or obtaining of any third party product or service shall be construed to represent or guarantee you access to the Service.

You are responsible for maintaining the confidentiality of your Account and password, including but not limited to restricting access to your computer and/or Account. You agree to accept responsibility for any and all activities or actions that occur under your Account and/or password, whether your password is with our Service or a third-party service. You must notify us immediately upon becoming aware of any breach of security or unauthorized use of your Account.

We reserve the right to refuse service, terminate your Account, remove or edit content, or cancel orders in our sole discretion.

The Service and its original content (excluding User Content), features and functionality are and will remain the exclusive property of Felcana. and its licensors. The Service is protected by copyright, trademark, and other laws of both the United Kingdom and foreign countries. Our trademarks and trade dress may not be used in connection with any product or service without the prior written consent of Felcana.

You may not reproduce, distribute, modify or create derivative works of, publicly display (including by framing any content), or commercially exploit any part of the Service except as necessary to view the content therein and to create a reasonable number of copies of portions of such content (without modification) for your personal, non-commercial use.

If you violate any of these Terms of Use, your permission to use the Service automatically terminates and you must immediately destroy any copies you have made of any portion of the Service.

In no event shall Felcana or its suppliers be liable for any damages (including, without limitation, damages for loss of data or profit, or due to business interruption) arising out of the use or inability to use the materials on Felcana's website, even if Felcana or a Felcana authorized representative has been notified orally or in writing of the possibility of such damage. Because some jurisdictions do not allow limitations on implied warranties, or limitations of liability for consequential or incidental damages, these limitations may not apply to you.

The materials appearing on Felcana website could include technical, typographical, or photographic errors. Felcana does not warrant that any of the materials on its website are accurate, complete or current. Felcana may make changes to the materials contained on its website at any time without notice. However, Felcana does not make any commitment to update the materials.

Felcana has not reviewed all of the sites linked to its website and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement by Felcana of the site. Use of any such linked website is at the user's own risk.

We may terminate or suspend your Account and bar access to the Service immediately, without prior notice or liability, under our sole discretion, for any reason whatsoever and without limitation, including but not limited to a breach of the Terms.

You can deactivate your Account by contacting us at info@felcana.com.

All provisions of the Terms which by their nature should survive termination shall survive termination, including, without limitation, ownership provisions, warranty disclaimers, indemnity and limitations of liability.

Felcana may revise these terms of service for its website at any time without notice. By using this website, you are agreeing to be bound by the then current version of these terms of service.

These terms and conditions are governed by and construed in accordance with the English law and you irrevocably submit to the exclusive jurisdiction of the English courts.

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