Terms and Conditions

YOUR STATUTORY RIGHTS ARE NOT AFFECTED BY OUR TERMS AND CONDITIONS.

All terms and conditions contained on this web site shall be governed by and construed in accordance with English law. By accessing this web site and or placing an order you hereby agree to be bound by the terms and conditions set out below. Nothing in these Terms shall in any way restrict or affect your statutory rights under English law.

Use of the website

The Personal Information which you are required to provide when you register as a customer is true, accurate, current and complete in all respects. You will keep this information updated and implement any changes as necessary.

You agree fully to indemnify, our directors, employees, agents and suppliers, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising from any breach of the Conditions by you or any other liabilities arising from the use of this Website, or the use by any other person accessing the Website using your shopping account or Personal Information.

General

We accept no liability for the accuracy of information contained on the website, which may contain technical inaccuracies or typographical and pricing errors. We reserve the right to cancel any order placed for that product, whether or not your order has been confirmed and payment received. A credit will be issued for the amount received.

Recommendations for usage of product exclude claims to treat cure or alleviate medical conditions for equines / canines for which veterinary advice would ordinarily be sought. In such situations you are advised to contact a suitably qualified veterinary practitioner and seek advice or treatment.

Refunds

For our refund policy please go to our refunds policy page.

Loyalty Points

Points are gained for transactions on preformulated and bespoke products purchased via the website. One point is automatically added for every ten pounds spent excluding carriage, points will not apply to the "Alex Additions".  Points will expire if unused within a twenty-four month period and the maximum amount of points any customer can accrue at any one time is 300 points.

Delivery

All orders placed online or by telephone received by 4pm are dispatched on the same working day Monday to Friday, excluding bank holidays.
We aim for next working day delivery, Parcel Force tracking details can be followed on your account however, if you do not receive your order please report it missing by contacting Natural Bespoke Supplements on 01359 345005 or email jayne@fizzequestrian.co.uk . After 14 days we are unable to trace / track any parcel not reported missing.

Communication and Marketing

By registering with Natural Bespoke Supplements and providing your email, postal address and telephone number you consent to receive communications from us about our latest products and special offers which we think may be of interest to you.

Credit card safety

Natural Bespoke Supplements and our secure payment service providers, use the latest technology to protect your credit card and personal information. Neither party releases information to any outside organization, other than in the verification of payment details with banking organisations. Any losses sustained by the transmission of personal information by e-mail or Internet links shall be borne exclusively by you. Natural Bespoke Supplements intends to provide you with the safest and most secure shopping experience possible.

Split Payment Facility

By selecting this option on the checkout page your payments will be automated from the one card transaction to divide over two or three equal amounts over consecutive months 30 days apart. The payment dates are clearly shown on the checkout page when selecting this option.

Privacy Policy

We collect information about our customers via the information that you share with us.
Data collected by this service is used to improve website usability. The information collected is stored and is used for statistical reporting, and is not shared with anybody else.

We do not disclose any personal / buyers information to any other third party.

We use cookies to ensure we give you the best possible experience on the website. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org

We reserve the right to change, modify, add or remove portions of our Privacy Policy and Terms & Conditions at any time without prior notice.

Information about Nuapay

Thank you for using Nuapay’s services. If you are in the UK or the European Economic Area, they are delivered by Sentenial Limited, trading as Nuapay, (“Nuapay”, “we”, “our”) a company registered in England and Wales (company number 06566456) with registered offices at:
1 Primrose St
London EC2A 2EX,
United Kingdom
Web: https://www.nuapay.com/
Telephone: +44 2034811260
 
We are authorised in the UK by the Financial Conduct Authority (“FCA”) (Firm Reference Number: 624067) with permission to carry on account information services, payment initiation services and other activities. Should you need to contact the regulator, this can be done using these details:
The Financial Conduct Authority,
FCA Head Office,
12 Endeavour Square,
London E20 1JN
United Kingdom
Web: https://www.fca.org.uk/
Telephone: +44 207 066 1000
Email: consumer.queries@fca.org.uk
Our VAT registration number is GB938301035.

About this Agreement

These end-user terms of service (“Terms”) apply to you (“End-User”, “you”) if you use our Payment Initiation Service (“PIS”) to make a payment through the applications, websites or other means of Nuapay’s clients (“our client”). When you agree to use the PIS, you are agreeing to these Terms, so please read them carefully. If you do not agree to these Terms, do not use our PIS.

In addition to these Terms, Nuapay’s Privacy Policy for use of data can be found here:

https://www.nuapay.com/en/privacy-policy/

These Terms shall be governed by and construed in accordance with the Laws of England and Wales and the parties hereto submit to the jurisdiction of the English Courts.

The Payment Initiation Service and how it works

The PIS is a regulated service which Nuapay is authorised to provide.

As part of the PIS we willrequest your payment account provider (e.g. your bank) to make a payment from your selected account to the nominated recipient (the “payee” and our client). To do this, we will provide the payment amount, payee account name and account number, and any transaction reference information provided to us by our client, to your payment account provider. You do not need to provide any information at this point, but will have an opportunity to confirm the payment details and consent to the payment directly with your payment account provider in later steps.
To do this, Nuapay will securely transfer you to the internet or mobile banking channel of your payment account provider. Your payment account provider will then ask you to login to their internet or mobile banking service using the credentials that you would normally use to login. This information differs by payment account provider and may include your username, password and memorable information, or alternatively your biometric information.
The payment account provider will display the details of the payment, including the amount and recipient of the payment (e.g. our client). If you agree with the details, you should approve, confirming your consent to the payment.
After you give your consent, your payment account provider will execute the payment. Some providers may execute the payment immediately, while others may execute the payment later. As part of the execution, your account will be debited and the payment will be sent to the account of the payee. Your payment account provider will then pass you back to our client or us. We, or our client, will confirm if the payment has been successful and, if so, provide you with a payment reference.

Cancelling the payment

You have the right to cancel the payment at any time up until you approve the payment with your payment account provider. Should you cancel the payment, you will be brought back to the website or application from where you initially requested the payment be made.
A payment, once approved with your payment account provider, cannot be cancelled.
However, approving a payment does not guarantee that the payment will be successful. If the payment is not successful Nuapay or our client will advise you of that. You will also be able to confirm the payment was not successful by checking your payment account and verifying there was no outgoing transaction.

Payment fee

No fee will be charged to you by Nuapay or the payee when you use the PIS. Your payment account provider may impose a fee for the payment, depending on the agreement you have with your provider. Where they do charge a fee, they are required to make you aware of any fee as part of their service to you.

Security of your banking credentials.

Through the PIS, your login credentials to consent to a payment are always entered directly into the interface of your payment account provider. Your credentials are never available to or shared with Nuapay (or our client) and, as such, at no time are your credentials ever stored or accessible in Nuapay’s environment. Accordingly, we have no liability to you at any time for any loss to you as a result or your credentials being compromised.

Confidentiality of Information

As part of the PIS, Nuapay receives information from your payment account provider. This may include the status of the payment, your sort code and account number (or IBAN), and your account name. Nuapay may share your payment transaction information with the payee, consistent with our privacy policy.

Resolving concerns about unrecognised or erroneous transactions

If, following use of the PIS, you notice unauthorised, or suspicious transactions on your payment account, or do not agree with the payment details, you should immediately contact your payment account provider. They are responsible for investigation.
If your payment account provider confirms the transaction was executed correctly with your consent, but you still have concerns in relation to the transaction, you should contact the payee to attempt to resolve any queries.
If you still have concerns or queries in relation to a transaction you can contact Nuapay by writing to us at support@nuapay.com. Please include as much information as possible, including any transaction reference numbers, amount, time, and the website where you initiated the payment.

Your payment account provider’s role

Any payment initiated through our PIS is substantially equivalent to a bank transfer initiated by you directly through your payment account provider without the use of a PIS provider like Nuapay. As such, the transaction is also governed by the terms of service you have with your payment account provider. This includes any responsibilities they might have to you in regard to such service, including the handling of complaints, and any obligations you may have to them in regard to the conditions of use of the service.

Communication

PIS communications will be in the language of the payee. For example, if you are making a payment to a payee based in the UK, all communication will be English.

Complaints

Should you have any complaint regarding the processing of your payment and this cannot be resolved through contacting your payment account provider, the payee, or Nuapay, you may also contact the FCA using the details outlined above