Terms & Conditions

Last updated 19 September 2026

1. Who we are

TailTrack is operated by [Company legal name to be added], a business registered in England and Wales at [registered address]. You can contact us at [support email] or [phone number].

2. What you're buying

A TailTrack purchase is two things sold together for a single, one-off price:

• The hardware — the tracker unit, a charging cable, and a holding cradle that secures the tracker to your dog's collar.
• Connectivity — the mobile data service that lets the tracker send its position to your own private map link, included for 2 years from the date your tracker is first activated.

This is not a subscription. We don't take recurring payments, and connectivity is not automatically renewed or billed once the included 2 years ends. See section 8.

3. Price and what's included

Prices include VAT where applicable. Delivery is charged separately at checkout and is calculated based on the Royal Mail Tracked 24 service.

4. Ordering and payment

Placing an order is an offer to buy, which we accept when we confirm your order and take payment. We may decline or cancel an order, for example if we're out of stock, and if we do, you'll be refunded in full.

5. Delivery

We aim to dispatch orders within [X] working days. Your tracker is switched on and set up to your account before it's posted, so you'll be able to see it moving on your own map from the moment it enters the Royal Mail network. Delivery timescales quoted by Royal Mail are estimates, not guaranteed, and we're not responsible for delays once your order has been handed to them, though we'll help you chase a lost parcel.

6. Your right to cancel (14-day cooling-off period)

Because this is a distance sale, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order for any reason within 14 days of receiving it, and get a full refund.

• To cancel, just tell us clearly (email is fine) within the 14-day window.
• You'll then have 14 days to send the tracker back to us, in the condition you received it, at your own cost unless it's faulty.
• We'll refund you within 14 days of getting it back, or of you showing proof you've sent it.
• If you activate and start using the connectivity service within the 14 days and then cancel, we may deduct a fair amount for the service you've already used, as the law allows.

7. If something's faulty — your statutory rights

Nothing in these terms affects your rights under the Consumer Rights Act 2015. In short:

• If your tracker is faulty, you can usually reject it for a full refund within the first 30 days.
• After that, you're entitled to a repair or replacement, and if that doesn't fix it, a partial or full refund.
• Goods must be as described, fit for purpose, and of satisfactory quality — if they're not, that's on us, not you.

To make a claim, contact us with your order details and what's gone wrong.

8. After your 2 years of connectivity ends

We will not charge you automatically, and there is no ongoing contract. Shortly before your 2 years ends, we'll get in touch to let you know your options:

• Buy a new TailTrack at the price then current, or
• Pay a one-off fee to extend connectivity on your existing tracker for a further period.

If you do nothing, your tracker will simply stop reporting its position once the included connectivity ends. We'll try to warn you in good time before that happens.

9. Using TailTrack responsibly

TailTrack is a locating aid, not a guarantee. It relies on GPS, BeiDou and mobile network coverage, all of which can be affected by terrain, buildings, battery charge, and network availability. We do our best to make it reliable, but we can't promise it will always report a position, or that a position will be accurate to any particular distance. Please don't rely on it as your only safety measure for your dog.

10. Your data and privacy

We handle personal data in line with UK GDPR and the Data Protection Act 2018.

What we collect

• Your name, contact details, and delivery address, to process your order.
• Your dog's name, if you give it to us, purely to personalise your map page.
• Your tracker's location data, so it can be shown on your own private map link.

How we use it

Only to provide the service you've paid for — fulfilling your order, running your tracker's map link, and contacting you about your account (like the reminder in section 8). We don't sell your data, and we don't share your dog's location with anyone except you.

Your rights

You can ask us at any time to see what data we hold on you, correct it, or delete it. Contact us at [support email] to do so. You also have the right to complain to the Information Commissioner's Office if you think we've got something wrong.

11. Our liability

We're responsible for losses you suffer that are a foreseeable result of us breaking this contract or acting without reasonable care, up to the amount you paid us. We don't exclude or limit our liability for death or personal injury caused by our negligence, or for fraud, as the law doesn't allow that. We're not liable for indirect losses, or for your dog not being found, since TailTrack is an aid, not a guarantee, as explained in section 9.

12. Changes to these terms

We may update these terms from time to time, for example if the law changes or our service changes. We'll post the current version here with the date it was last updated. Changes won't apply retroactively to an order you've already placed.

13. Governing law

These terms are governed by the law of England and Wales, and any dispute will be handled by the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also be able to bring proceedings in your own local courts.

14. Contact us

Questions, complaints, or anything else: [support email] or [phone number].