Best Friends Club Ltd (trading as Best Friend Club) · Company number 13251424 · Registered office: 128 City Road, London, England, EC1V 2NX
These are the consumer terms and conditions for bestfriendclub.co.uk, dated 8 September 2026.
1. About these terms and using our website
These terms apply when you use bestfriendclub.co.uk, create an account, buy dog food from us, take a trial, or start or manage a Best Friend Club subscription.
Best Friend Club is operated by Best Friends Club Ltd, company number 13251424, registered office at 128 City Road, London, England, EC1V 2NX. In these terms, “we”, “us” and “our” mean Best Friends Club Ltd; “you” means the customer.
Nothing in these terms affects rights you have under consumer law.
You must be at least 18 years old to create an account, place an order, take a trial or start a subscription.
The Best Friend Club name and logo, and the text, graphics, photographs, software and other content on bestfriendclub.co.uk, are owned by us or our licensors. You may view and use the website for your personal, non-commercial use. You may not copy, reproduce, distribute or commercially exploit our website or its content except as permitted by law or with our written permission.
You must not misuse our website, interfere with its operation or security, attempt to gain unauthorised access to it, introduce malicious software, or use it for an unlawful purpose.
2. Our food and who it is for
We currently sell complete dry adult dog food in chicken and salmon recipes, in the bag sizes shown on the website.
We do not currently make puppy food. If your dog is under 12 months old, the personalised adult-food plan is not available and the site will tell you that we do not yet provide puppy food.
If your dog has a medical condition, is on a veterinary diet or has dietary needs that make our food unsuitable, the questionnaire may tell you that we cannot provide a recommendation. Information on the website is not a substitute for veterinary advice.
3. Your account and your dog’s information
To use a personalised feeding plan, you must provide accurate and current information about your dog and your contact and payment details.
Your recommendation and portion are calculated from the information you give us. If your dog’s weight, activity, neuter status, weight goal or other relevant information changes, update the profile so that we can recalculate the plan.
You are responsible for keeping your account secure and for telling us promptly if you think somebody else has gained access to it.
4. How the personalised plan works
After the questionnaire, we show you the recipe, quantity, bag allocation, price and delivery cycle recommended for your dog before you buy.
Delivery cycles follow your dog’s expected consumption rather than a fixed calendar month. We send whole bags and time deliveries so that the next supply should arrive when the previous supply is running low.
If a dog needs less than 2kg over a typical month, we still send a 2kg bag and use a longer delivery cycle.
5. Prices and payment
Prices shown to UK customers include VAT where applicable and delivery to an address that we accept at checkout. There should be no additional standard delivery charge added at checkout.
Before you place an order or start a subscription, we show you the amount payable now and, for a subscription, the recurring price, first recurring payment date and delivery cycle.
We charge the payment method saved to your account when an order is processed. If payment fails, we may pause the affected order and ask you to update your payment details.
If the price of your plan changes because you change your dog’s profile, we will show the new price before the change takes effect. If we change our general prices, we will give reasonable advance notice before the next affected subscription payment.
6. Starting a subscription immediately
After receiving your dog’s recommendation, you can start the recurring plan immediately without taking a trial.
Before you confirm payment, we show the recipe, quantity, bag allocation, recurring price, first payment date, first expected delivery date and delivery cycle. Your subscription starts when you place that order and continues until you cancel it.
7. The 2kg trial and what happens afterwards
Instead of starting with the full plan, eligible new customers can choose a 2kg trial bag for £7.50, which is a 50% discount on the standard £15 price of a 2kg one-off bag at launch.
The trial is the first delivery under a recurring subscription. It is not a standalone purchase followed by a separate decision about whether to subscribe.
Before you place the trial order, we show the £7.50 trial price, the recurring plan price, the date on which the first full-plan payment is expected, the delivery cycle and the deadline for stopping that first full order. You must actively agree to the recurring-payment terms at checkout.
We will send a reminder before the first full-order cut-off. If you do nothing, the subscription continues automatically and the first full order is charged and sent on the schedule shown to you. No second opt-in is required.
Any further eligibility conditions for a trial or promotional offer will be stated with the offer. We may refuse or withdraw a promotional discount where reasonably necessary to prevent misuse or duplicate use.
8. Managing your subscription
You can use your online account to change recipe, pause, skip or reschedule a delivery, update your dog’s details, add or remove a dog, cancel a subscription or reactivate a cancelled subscription.
Where a change affects price, quantity or timing, we show the effect before you confirm it.
Changes made before the cut-off shown for the next order will apply to that order. Once an order has entered warehouse packing or otherwise passed the stated change cut-off, that order may no longer be changeable or cancellable and your change will apply to the following order.
9. If your dog does not like the trial food
You do not have to tell us whether your dog likes the trial food in order for the subscription to continue. If you take no action, it continues as described above.
If you tell us that your dog does not like the food, you can choose to try the other recipe, where suitable and available, or cancel. We will not make cancellation harder than switching recipe.
10. More than one dog
Each dog has its own plan. Where practical, we align charge and delivery dates for dogs at the same address so that the household receives one parcel and one bill, while each dog keeps its own recipe, quantity and attributable price.
Changing or cancelling one dog’s plan does not automatically change or cancel another dog’s plan.
11. One-off purchases
Chicken and salmon may also be bought as one-off 2kg and 10kg bags without a subscription. The current price is the price shown on the product page when you order.
One-off purchases are deliberately separate from the £7.50 subscription trial. Buying a one-off bag does not by itself create a subscription.
12. Delivery
We deliver to UK addresses that we accept at checkout using third-party fulfilment and delivery providers. We will show the expected dispatch or delivery timing when you order and will send tracking when it is available.
Please keep your address, email address and telephone number up to date. We are not responsible for delays caused by incorrect information that you supplied.
If circumstances outside our reasonable control delay delivery, we will take reasonable steps to minimise the effect and tell you where appropriate. Your statutory rights for late or failed delivery are not affected.
13. Stock and unavailable products
All products are subject to availability. We will not switch your dog to the other recipe without your agreement.
If we cannot fulfil an order, we may pause or cancel the affected order, contact you to agree an alternative where appropriate, and refund any amount taken for goods we cannot supply.
14. Cancelling your subscription
You can cancel a subscription at any time through your online account. You do not have to give a reason.
To stop the next order, cancel before the cut-off shown for that order. If the order has already entered packing or passed the stated cut-off, cancellation will stop later orders but may not stop the order already being prepared.
Cancelling a subscription does not affect amounts already due for orders that have passed the applicable cut-off.
15. Returns, refunds and faulty goods
If goods are faulty, damaged, unsafe or not as described, contact us promptly. We will provide the remedy required by consumer law, which may include a replacement, price reduction or refund.
If you change your mind about a delivered one-off order or subscription order, tell us within 14 days of delivery. If the bag is unopened, we will tell you how to return it. You then have a further 14 days to send it back. We will refund the price and any standard delivery charge you paid, subject to the law.
Once sealed food packaging has been opened, we may be unable to accept it back for change-of-mind reasons where the statutory health or hygiene exception applies. This does not limit your rights if the food is faulty, damaged, unsafe or not as described.
If you cancel an order before it has been dispatched or otherwise supplied, and no amount is properly due, we will refund any payment already taken.
Refunds will be made to the original payment method within the period required by law.
16. Promotions, discount codes and referrals
Promotional and referral codes are subject to any specific terms shown with the offer. Unless we say otherwise, discounts cannot be combined.
We may refuse, cancel or reverse a discount or reward where we reasonably believe there has been fraud, duplicate use, self-referral or other misuse.
Where a code is used, we may retain it as the originating acquisition or referral code for that customer and subscription so that we can attribute recurring orders to the original source. Our Privacy Policy explains how we use personal data.
17. Our rescue mission
Every bag supports dog rescues. Best Friend Club’s constitutional commitments require it to allocate 10% of operating profits and 50% of any distributed profits to supporting dog rescue. We also support rescue organisations through individual charity partnerships. More detail about our current charity partnerships and our social-enterprise commitments is set out on the Impact page.
Your purchase is a purchase from Best Friends Club, not a donation by you to a charity.
18. Our right to refuse or end an account
We may refuse an order, pause an account or end a subscription where reasonably necessary, including for suspected fraud, misuse of promotions, abusive conduct, repeated payment failure, legal or regulatory reasons, or where we can no longer supply the relevant product.
If we cancel an order that we have not supplied, we will refund any payment taken for that order.
19. Our responsibility to you
We are responsible for foreseeable loss or damage caused by our breach of these terms or our failure to use reasonable care and skill. We are not responsible for loss or damage that was not foreseeable when the contract was made.
We supply products for domestic and private use. We are not responsible for business losses such as loss of profit, revenue, business opportunity or goodwill.
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.
20. Personal data
We use personal data in accordance with our Privacy Policy, available on bestfriendclub.co.uk. That policy explains what we collect, why we use it, who we share it with and your rights.
21. Changes to these terms
We may update these terms from time to time. If a change materially affects an existing subscription, we will give you at least 30 days’ notice before it takes effect. If you do not accept a material change, you can cancel your subscription before it takes effect.
22. Governing law and disputes
These terms are governed by the law of England and Wales. If you live elsewhere in the United Kingdom, you also benefit from any mandatory consumer protections that apply where you live.
You can bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also be entitled to bring proceedings in the courts of the part of the United Kingdom where you live.
23. Contacting us
You can contact Best Friend Club through the Contact page at bestfriendclub.co.uk, by email at help@bestfriendclub.co.uk or by telephone on 020 7131 9234 between 9am and 5pm, Monday to Friday.
If your message concerns an existing order or subscription, include the email address used on the account and your dog’s name so that we can identify it.
