Petlog Terms & Conditions

Last updated: February 2025

Petlog™ is the UK’s original pet microchip registration database, owned by The Royal Kennel Club Limited (“The Royal Kennel Club”) and administered by Identicare Limited (referred to in these terms as " identi," "we," "us," or "our"). Identi is The Royal Kennel Club’s exclusive authorised provider of certain Petlog- services as described below.

Identicare Limited (www.identibase.co.uk) is the trusted service provider for Royal Kennel Club in optimising the service provided by Petlog for holding the microchip record for your pet and in providing related and/or complementary products and services.

Upon registration of your pet’s microchip on the Petlog database, Identicare will support the provision of any related supporting microchip database services you request. The details of the subscription terms are set out below.

These terms and conditions apply to all Petlog products and services administered and delivered by identi. These terms tell you who we are, how we will provide products or services to you, how you or we may change or end the contract, what to do if there is a problem and other important information.

You will receive Petlog-branded communications or materials as part of the service, but each of the Petlog Services is provided by Identi under license from The Royal Kennel Club.

1. About these Terms

Our company details are set out at the end of this Terms and Conditions document (these “Terms”).

These Terms form an agreement between identi and you as the user of any of our products or services (“Petlog Services”) and associated website (“you”, “user” or “customer”). The Terms set out the terms and conditions of your use of any of the Petlog Services we provide.

When you order any of our Petlog Services and we communicate our agreement to provide those services these Terms (or, if subsequently updated, the latest version) will apply to the agreement between us (the “‘Contract”). Please check our website for the most up to date version of these Terms.

2. Additional terms

Additional terms may apply to specific Petlog Services. Where these apply, they will be communicated to you at the time of purchase and by purchasing that specific Petlog Service you agree to be bound by them. However, if any additional terms conflict with these Terms, those additional terms shall prevail.

3. Eligible Individuals

To register your pet with us:

1. You must be at least 18 years of age
2. You must have legal capacity to enter into a binding agreement such as these Terms.
3. Your use of our Petlog Services must not be in breach of any applicable law, statute or regulation of the United Kingdom.

If you do not meet the eligibility requirements, you are not permitted to access or use our Petlog Services. By purchasing or subscribing for any of our Petlog Services, you represent and warrant that you meet these criteria.

4. Your Petlog Services account

4.1 To subscribe and access any of our Petlog Services, you must first create an account and submit personal information, including your name, email address and/or phone number.

4.2 You agree to provide accurate, current and complete information for verification and legal purposes.

4.3 Registration on the Petlog database requires a charge to allow you to keep your contact details up to date and enables you to manage multiple pets under one account. If you do not pay that charge you will remain on a basic registration which will considerably impair access to your account functionality. However, with a basis registration, in the event that the pet is scanned the authorised agent will still be able to identify that the pet was originally registered to you and they will be able to attempt contact with you using the details originally given by you at registration.

4.4 You agree to maintain the confidentiality of your account credentials including your password. We recommend choosing a strong password and changing it periodically to ensure the security of your account.

4.5 You agree not to share your login details with anyone or allow others to access your account.

4.6 You agree to immediately notify us at support@petlog.org.uk or by telephoning us on 01296 336579 if you suspect any unauthorised access to or use of your account.

4.7 You accept responsibility for all activities that occur under your account and acknowledge that we shall not be liable for any losses or damages or claims of any description resulting from any unauthorised use of your account due to your failure to secure your login credentials.

4.8 We reserve the right to limit, suspend or terminate your account at any time, with or without notice, and without refund (where applicable) if you have breached (or we have reasonable grounds to believe you have breached) any of these Terms.

5. Paid Subscriptions

5.1 To register an account you must subscribe and pay for one of our annual paid Petlog plans being either Petlog Secure or Petlog Reunite (“ Petlog Plans”).

5.2 The features available through our Petlog Plans are set out on our website.

5.3 Subscription to each of the Petlog Plans will automatically renew at the end of every 12-month subscription period (“renewal date”) unless you end the contract with us prior to the renewal date in accordance with these Terms.

5.4 Petlog Plans are paid annually for a 12-month subscription period.

5.5 Our Petlog Plan charges are per keeper account rather than pet and non-transferable.

6. Subscription Plans, Pricing and Changes

By choosing one of our Petlog Plans you hereby agree to the following terms regarding payments, billing and subscription management:

6.1 All Petlog Plans require an annual subscription.

6.2 Our prices for Petlog Plans (and the included features) can be found on the pricing section of our website and payment page. These prices are subject to change and any such changes will be communicated by the following means:

1. by notification on the pricing section of our website and payment page; and/or
2. if you are an existing subscriber, by at least 1 month’s written notice to you prior to the next renewal date for your subscription.

6.3 The price notified to you is given inclusive of any VAT, but any changes in VAT rates during a subscription period will result in an adjustment of the price from the date such change takes effect.

6.4 Failed Payments: If a payment is declined or fails for any reason, you will be notified, and we may attempt to process the payment again. If payment continues to fail in relation to any of our Petlog Plans, we reserve the right to suspend the provision of the Petlog Services applicable to the relevant plan until the outstanding fees are paid. During any such suspension period your Petlog Services will be limited to our basic registration features as referred to in section 4.3.

6.5 Billing Issues and Support. You should inform us about any billing problems or discrepancies as soon as you become aware of them. We will make every effort to assist you with any billing queries. In particular, please always contact us before attempting a chargeback with your bank as we may be able to assist with your subscription plan.

6.6 Auto-Renewal. Your subscription will automatically renew at the end of each subscription term unless you cancel your online account or by calling us on 01296 336579 before the renewal date. You will be charged the current subscription rate at the time of renewal.

6.7 By purchasing a Petlog Plan, you authorise automatic billing until you cancel your subscription for that plan.

6.8 Notice of auto-renewal will be sent to your account email address detailing the price plan, applicable charges, subscription period and cancellation method not less than 1 month before the next renewal date.

6.9 If you have purchased your Petlog Plan under a discounted promotional price, please note that your Petlog Services subscription will automatically renew at the standard non-discounted price notified in writing at the time of renewal.

6.10 This renewal process does not affect your rights to cancel at any time under these Terms.

7. Cancellation.

7.1 How to end the contract with us

You may cancel your subscription at any time by calling us on 01296 336579 or emailing us at support@petlog.org.uk subject to the following conditions:

1. If you cancel an annually paid subscription before the end of your next renewal date, you will retain access to the service until that next renewal date. You are aware that refunds are not issued for partial months of service.

7.2 If we accept and process your order for any of our Petlog Services where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid (and, if applicable, require the return of any goods provided to you).

LEGAL NOTICE: If your pet is registered with us and you wish to end your Petlog Plan with us, then it is your legal duty to either make sure that your pet remains registered with us using our basic registration service OR is registered with another microchip database from the end of your subscription plan. It is also your responsibility to keep your registered contact information on your account (and card billing information for renewal purposes) accurate and up to date at all times. You acknowledge that we may be unable to provide you with all or some of our Petlog Services if you do not do so.

7.3 We may end the contract if you break it. We may end the contract or subscription for any Petlog Services at any time by writing to you if:

1. you do not make any payment to us when it is due, and you still do not make payment within 7 days of us reminding you that payment is due;
2. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the product or services;
3. you do not, within a reasonable time, allow us to deliver the product or services to you or collect them from us;

7.4 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 7.2 we will refund any money you have paid in advance for any Petlog Services we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

8. Payment Processing.

8.1 All payments processed on our website, subscriptions and relevant products, are handled securely by our third-party payment processors.

8.2 By initiating payments for our Petlog Services, you authorise us and our third-party payment processors to charge the applicable subscription fees to your designated payment method.

8.3 You warrant to us that you own the payment method submitted or that the owner permits you to use it.

8.4 You further warrant that your payment method contains sufficient funds to cover the applicable fees for your plan.

8.5 You also agree that we and/or our third-party payment processors may store and use your payment method information in order to complete each auto-renewal of your subscription.

9. Identi’s responsibility for loss or damage suffered by you.

The Petlog Services from Identi are facilitated in cooperation with The Royal Kennel Club, but The Royal Kennel Club is not a party to these Terms and shall have no liability to you in connection with the services. Identi assumes full responsibility for delivering all or any Petlog Services to you.

9.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

9.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal rights in relation to the Petlog Services.

9.3 We are not responsible for delays or disruptions affecting any Petlog Services which are outside of our control. If they are affected by an event outside of our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the event. Provided we do this we will not be liable for delays caused by the event.

10. How we may use your personal information

10.1 By subscribing to any of the PetLog Services, you acknowledge and agree to Identi accessing your contact and pet details from the Petlog database (maintained by The Royal Kennel Club) for the purpose of providing the service. We will process that data in accordance with our Privacy Notice.

10.2 Any personal data you provide directly to Identi as part of the Petlog Service (such as additional contact info or pet information) will be held and used by Identi as an independent data controller to deliver and improve the service, and may be shared back with The Royal Kennel Club to update their Petlog database

Click here to visit the privacy policy

10.3 If you opt in to our ‘Pet Watch’ community service we may contact you on your mobile to notify by SMS of any missing pets in your area.

11. Other important terms

11.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

11.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

11.3 Nobody else has any rights under this contract. This contract is between You and Us. No other person shall have any rights to enforce any of its terms.

11.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

11.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the Petlog Services, we can still require you to make the payment at a later date.

11.6 Which laws apply to this contract and where you may bring legal proceedings if you are a consumer. These terms are governed by English law, and you can bring legal proceedings in respect of the relevant Petlog Services in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the relevant Petlog Services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the relevant Petlog Services in either the Northern Irish or the English courts.

Summary of your key legal rights

12. Who we are and how to contact us

12.1 Who we are. We are identicare Limited a company registered in England and Wales. Our company registration number is 12960490 and our registered office is at Moorside, Monks Cross Drive, Huntington, York, YO32 9LB. Our registered VAT number is GB918442123.

12.2 How to contact us. You call our customer service team at 01296 336579 or by writing to us at support@petlog.org.uk. All customer support for each of the Petlog Services is provided by Identi’s Petlog Support Team.

12.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us.

12.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.