Terms of service

OVERVIEW

Welcome to Marlo Health ("Marlo", "we", "us", "our"). Marlo Health Ltd is a company registered in England and Wales (company number 17145430), with its registered office at 128 City Road, London, England, EC1V 2NX.

We operate the website marlohealth.com and all related services, content, features, tools, products and services (the "Services") to provide you, the customer, with a curated shopping experience. Our Services are powered by Shopify.

These Terms of Service ("Terms"), together with our Privacy Policy (https://www.marlohealth.com/policies/privacy-policy) and Refund Policy (https://www.marlohealth.com/policies/refund-policy), describe your rights and responsibilities when you use our Services. Please read them carefully as they include important information about your legal rights, including warranty disclaimers and limitations of liability.

By visiting, interacting with, or using our Services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, you should not use or access our Services.

SECTION 1 - ACCESS AND ACCOUNT

By agreeing to these Terms, you represent that you are at least 18 years of age (or the age of majority in your jurisdiction) and have given us your consent to allow any of your minor dependents to use the Services on devices you own, purchase, or manage.

To use the Services, including browsing our online store or purchasing products, you may be asked to provide certain information such as your email address, billing, payment, and shipping information. You represent and warrant that all information you provide is correct, current, and complete, and that you have all necessary rights to provide it.

You are solely responsible for maintaining the security of your account credentials and for all activity under your account. You may not transfer, sell, assign, or license your account to any other person.

SECTION 2 - OUR PRODUCTS

We have made every effort to provide an accurate representation of our products in our online store. However, colours and product appearance may differ from how they appear on your screen due to your device type, settings, and configuration.

We do not warrant that the appearance or quality of any products purchased will meet your expectations or be identical to how they are depicted in our online store.

All product descriptions are subject to change at any time without notice at our sole discretion. We reserve the right to discontinue any product at any time and may limit quantities offered to any person, geographic region, or jurisdiction on a case-by-case basis.

SECTION 3 - PET SUPPLEMENT DISCLAIMER

Our products are pet supplements intended to support general health and wellbeing. They are not intended to diagnose, treat, cure, or prevent any disease or medical condition. Our products are not a substitute for professional veterinary advice, diagnosis, or treatment.

You should always consult a qualified veterinarian before introducing any new supplement to your pet's diet, particularly if your pet has existing health conditions, is pregnant or nursing, or is taking medication. If your pet experiences any adverse reaction, discontinue use immediately and consult your veterinarian.

While our formulations are based on published research and use ingredients approved by the European Food Safety Authority (EFSA), individual results may vary. The nutritional and ingredient information provided on our website and packaging is for informational purposes only.

You acknowledge and accept full responsibility for the decision to give our products to your pet. Marlo shall not be liable for any adverse effects, allergic reactions, or health issues arising from the use of our products, except where such liability cannot be excluded by law.

SECTION 4 - ORDERS

When you place an order, you are making an offer to purchase. Marlo reserves the right to accept or decline your order for any reason at its discretion. Your order is not accepted until we confirm acceptance by email. We must receive and process your payment before your order is accepted.

Please review your order carefully before submitting, as we may be unable to accommodate cancellation requests after an order is accepted. If we do not accept, change, or cancel an order, we will attempt to notify you using the contact details provided at the time of ordering.

Your purchases are subject to return or exchange solely in accordance with our Refund Policy (https://www.marlohealth.com/policies/refund-policy) and your statutory rights under the Consumer Rights Act 2015.

You represent and warrant that your purchases are for your own personal or household use and not for commercial resale or export.

SECTION 5 - SUBSCRIPTIONS

Certain products may be offered on a subscription basis ("Subscription"). By subscribing, you authorise Marlo to charge your chosen payment method on a recurring basis at the frequency and price shown at the time of purchase (e.g. monthly).

Subscription pricing. The price for your Subscription will be the price shown at checkout. We may change Subscription prices from time to time; however, any price change will not take effect until your next billing cycle, and we will notify you at least 14 days in advance of any price increase. If you do not agree to a price change, you may cancel your Subscription before the new price takes effect.

Cancellation and changes. You may cancel or modify your Subscription at any time through your account on marlohealth.com or by contacting us at hello@marlohealth.com. Cancellations will take effect at the end of your current billing period. No refunds will be issued for the current billing period after your order has been dispatched, unless required by law.

Founding Members Programme. From time to time, we may offer promotional programmes (such as our Founding Members programme) with special pricing, discounts, or benefits. These programmes are subject to their own terms, which will be communicated at the time of enrolment. In the event of conflict between programme-specific terms and these Terms, the programme-specific terms shall prevail.

Prepaid Subscriptions. Where we offer prepaid subscription options, you will be charged for the full prepaid period at checkout. Prepaid subscriptions will automatically convert to a standard monthly subscription at the end of the prepaid period, unless you cancel before the conversion date.

SECTION 6 - PRICES AND BILLING

Prices, discounts, and promotions are subject to change without notice. The price charged for a product will be the price in effect at the time the order is placed and will be set out in your order confirmation email. Unless otherwise stated, posted prices include VAT where applicable but do not include shipping or handling charges.

Prices in our online store may differ from prices offered in physical retail locations or third-party stores. Promotional offers are governed by their own terms and conditions. In the event of conflict between promotional terms and these Terms, the promotional terms shall prevail.

You agree to provide current, complete, and accurate purchase, payment, and account information. You agree to promptly update your account details so we can complete your transactions and contact you as needed.

You represent and warrant that (i) the payment information you provide is true, correct, and complete; (ii) you are authorised to use the payment method; (iii) charges incurred will be honoured by your payment provider; and (iv) you will pay charges at the posted prices, including shipping and all applicable taxes.

SECTION 7 - SHIPPING AND DELIVERY

All delivery times are estimates only and are not guaranteed. We are not responsible for delays caused by shipping carriers, customs processing, or events outside our control. Title and risk of loss pass to you upon our delivery of the products to the carrier.

For information about our shipping options, estimated delivery times, and costs, please refer to our Shipping Policy on our website.

SECTION 8 - YOUR RIGHT TO CANCEL (DISTANCE SELLING)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. To exercise this right, you must inform us of your decision to cancel by contacting us at hello@marlohealth.com before the cancellation period expires.

You must return the goods to us without undue delay and in any event no later than 14 days from the day on which you communicate your cancellation. Goods must be returned in their original, unopened condition. You will bear the direct cost of returning the goods.

We will reimburse you no later than 14 days from the day we receive the returned goods or evidence that they have been sent back. We will use the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise.

Please note that the right to cancel does not apply to goods that have been unsealed after delivery where the goods are not suitable for return due to health protection or hygiene reasons.

SECTION 9 - INTELLECTUAL PROPERTY

Our Services, including but not limited to all trademarks, brands, text, displays, images, graphics, product reviews, video, audio, and the design, selection, and arrangement thereof, are owned by Marlo, its affiliates, or licensors and are protected by United Kingdom and international intellectual property laws.

These Terms permit you to use the Services for your personal, non-commercial use only. You must not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store, or transmit any material on the Services without our prior written consent. Unauthorised use of the Services may be a violation of intellectual property laws. All rights not expressly granted herein are reserved by Marlo.

Marlo's names, logos, product and service names, designs, and slogans are trademarks of Marlo or its affiliates or licensors. You must not use such trademarks without our prior written permission. Shopify's name, logo, product and service names, designs, and slogans are trademarks of Shopify.

SECTION 10 - OPTIONAL TOOLS AND THIRD-PARTY LINKS

You may be provided with access to tools or websites offered by third parties as part of the Services. We neither monitor nor have any control or input over such tools and services.

We provide access to such tools "as is" and "as available" without any warranties, representations, or conditions of any kind and without any endorsement. We shall have no liability arising from or relating to your use of optional third-party tools or websites. Any such use is entirely at your own risk.

The Services may contain hyperlinks to third-party websites. We are not responsible for examining or evaluating the content or accuracy of third-party materials or websites. Complaints, claims, or questions regarding third-party products and services should be directed to the relevant third party.

SECTION 11 - RELATIONSHIP WITH SHOPIFY

Marlo is powered by Shopify, which enables us to provide the Services to you. Any sales and purchases you make in our store are made directly with Marlo. By using the Services, you acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and Marlo, including any injury, damage, or loss resulting from purchased products or services. You hereby release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your purchases and transactions with Marlo.

SECTION 12 - PRIVACY POLICY

All personal information we collect through the Services is subject to our Privacy Policy (https://www.marlohealth.com/policies/privacy-policy) and may also be subject to Shopify's Privacy Policy. By using the Services, you acknowledge that you have read these privacy policies.

Because the Services are hosted by Shopify, Shopify collects and processes personal information about your access to and use of the Services. Information you submit may be transmitted to and shared with Shopify and third parties located in other countries. Please review our Privacy Policy for full details on how we, Shopify, and our partners use your personal information.

SECTION 13 - FEEDBACK

If you submit ideas, suggestions, feedback, reviews, or other content ("Feedback"), you grant us a perpetual, worldwide, sublicensable, royalty-free licence to use, reproduce, modify, publish, distribute, and display such Feedback in any medium for any purpose, including commercial use.

You represent and warrant that you own or have all necessary rights to all Feedback, and that your Feedback will comply with these Terms. We are under no obligation to maintain your Feedback in confidence, pay compensation for it, or respond to it.

We may, but have no obligation to, monitor, edit, or remove Feedback that we determine to be unlawful, offensive, threatening, defamatory, obscene, or otherwise objectionable, or that violates any party's intellectual property or these Terms.

SECTION 14 - ERRORS, INACCURACIES, AND OMISSIONS

Occasionally there may be information on our Services that contains typographical errors, inaccuracies, or omissions relating to product descriptions, pricing, promotions, offers, shipping charges, transit times, or availability. We reserve the right to correct any errors and to change or update information or cancel orders if any information is inaccurate, at any time without prior notice (including after you have submitted your order).

SECTION 15 - PROHIBITED USES

You may access and use the Services for lawful purposes only. You may not access or use the Services: (a) for any unlawful or malicious purpose; (b) to violate any applicable laws or regulations; (c) to infringe upon intellectual property rights; (d) to harass, abuse, insult, harm, defame, or intimidate any person; (e) to transmit false or misleading information; (f) to send any unsolicited advertising or promotional material; (g) to impersonate any person or entity; or (h) to engage in any conduct that restricts anyone's use or enjoyment of the Services or may harm Marlo, Shopify, or users of the Services.

You also agree not to: (a) upload viruses or malicious code; (b) reproduce, duplicate, copy, sell, or exploit any portion of the Services; (c) collect or track personal information of others; (d) spam, phish, or scrape; or (e) interfere with or circumvent the security features of the Services. We reserve the right to suspend or terminate your account at any time if you violate these Terms.

SECTION 16 - TERMINATION

We may terminate this agreement or your access to the Services at any time without notice, and you will remain liable for all amounts due up to and including the date of termination.

The following sections survive termination: Intellectual Property, Pet Supplement Disclaimer, Feedback, Disclaimer of Warranties, Limitation of Liability, Indemnification, Governing Law, Privacy Policy, and any provisions that by their nature should survive.

SECTION 17 - DISCLAIMER OF WARRANTIES

The information presented through the Services is made available solely for general information purposes. We do not warrant the accuracy, completeness, or usefulness of this information. Any reliance you place on such information is strictly at your own risk.

EXCEPT AS EXPRESSLY STATED BY MARLO, THE SERVICES AND ALL PRODUCTS ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT ANY REPRESENTATION, WARRANTIES, OR CONDITIONS OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, DURABILITY, TITLE, AND NON-INFRINGEMENT. WE DO NOT GUARANTEE THAT YOUR USE OF THE SERVICES WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE.

Nothing in these Terms shall affect your statutory rights as a consumer under the Consumer Rights Act 2015 or any other applicable legislation that cannot be excluded or limited by agreement.

SECTION 18 - LIMITATION OF LIABILITY

TO THE FULLEST EXTENT PERMITTED BY LAW, IN NO EVENT SHALL MARLO, OUR PARTNERS, DIRECTORS, OFFICERS, EMPLOYEES, AFFILIATES, AGENTS, CONTRACTORS, SERVICE PROVIDERS, OR LICENSORS (OR THOSE OF SHOPIFY) BE LIABLE FOR ANY INDIRECT, INCIDENTAL, PUNITIVE, SPECIAL, OR CONSEQUENTIAL DAMAGES OF ANY KIND, INCLUDING LOST PROFITS, LOST REVENUE, LOST SAVINGS, LOSS OF DATA, REPLACEMENT COSTS, OR ANY SIMILAR DAMAGES ARISING FROM YOUR USE OF THE SERVICES OR ANY PRODUCTS PURCHASED THROUGH THE SERVICES.

Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be excluded or limited under applicable law, including your statutory rights under the Consumer Rights Act 2015; or (d) defective products under the Consumer Protection Act 1987.

SECTION 19 - INDEMNIFICATION

You agree to indemnify, defend, and hold harmless Marlo, Shopify, and our affiliates, partners, officers, directors, employees, agents, contractors, licensors, and service providers from any losses, damages, liabilities, or claims (including reasonable legal fees) arising out of: (1) your breach of these Terms; (2) your violation of any law or the rights of a third party; or (3) your access to and use of the Services.

SECTION 20 - SEVERABILITY

If any provision of these Terms is determined to be unlawful, void, or unenforceable, such provision shall be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed severed from these Terms. Such determination shall not affect the validity and enforceability of any remaining provisions.

SECTION 21 - WAIVER; ENTIRE AGREEMENT

Our failure to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.

These Terms, together with any policies or operating rules posted on our website, constitute the entire agreement between you and us regarding your use of the Services, superseding any prior or contemporaneous agreements, communications, and proposals. Any ambiguities in the interpretation of these Terms shall not be construed against the drafting party.

SECTION 22 - ASSIGNMENT

You may not delegate, transfer, or assign this agreement or any of your rights or obligations without our prior written consent. Any such attempt will be null and void. We may transfer, assign, or delegate these Terms and our rights and obligations without your consent or notice.

SECTION 23 - GOVERNING LAW AND DISPUTE RESOLUTION

These Terms shall be governed by and construed in accordance with the laws of England and Wales. You and Marlo agree to submit to the exclusive jurisdiction of the courts of England and Wales for the resolution of any disputes arising out of or in connection with these Terms or the Services.

If you are a consumer, nothing in these Terms shall affect your rights to bring proceedings in the courts of the jurisdiction where you are domiciled, or any mandatory consumer protection rights available to you under the law of the country in which you reside.

SECTION 24 - CHANGES TO TERMS OF SERVICE

You can review the most current version of these Terms at any time on this page. We reserve the right to update, change, or replace any part of these Terms by posting updates to our website. We will notify you of any material changes in accordance with applicable law. Your continued use of the Services following the posting of changes constitutes acceptance of those changes.

SECTION 25 - CONTACT INFORMATION

Questions about these Terms of Service should be sent to us at hello@marlohealth.com.

Our contact information:

Marlo Health Ltd

Company number: 17145430

Registered address: 128 City Road, London, England, EC1V 2NX

Email: hello@marlohealth.com