The boring bit

Subscription terms

A Wey Aye Pet plan delivers your dog's food — one bag on a dry plan, or the number of sealed frozen blocks your dog eats in a cycle on a raw plan — plus any extras you add, at the interval shown on your plan. Raw plans carry extra terms about the cold chain and the handover: see Raw food, frozen deliveries and the handover below, which forms part of these terms. We charge the card you gave us three days before each delivery and email you before every charge. You can skip a delivery, pause, change the date or recipe, or cancel at any time before the next charge from your account; changes take effect immediately and we confirm by email. Your per-delivery price is locked for 12 months from the day you join; if it must change after that we give 30 days' notice and you may cancel. If you agreed to a plan at your door, you have 14 days from that day to cancel for a full refund under the Consumer Contracts Regulations 2013. If your dog won't eat a recipe we'll swap it free. All prices include VAT. Wey Aye Pet Ltd, Newcastle upon Tyne.

The seven promises

The seven promises on our home page are terms of this contract, not marketing. Here is exactly what each one obliges us to do, and what you get if we don't.

  1. One tap to cancel. Cancelling is a single control on your account page, available whenever the site is up. We will never require a phone call, an email, a reason, or a conversation with anyone before we let you go, and we will not put an offer in front of you that you have to dismiss before the cancel button works. It takes effect immediately and we confirm by email within minutes. If cancelling ever fails for any reason, email or WhatsApp us and we will treat the plan as cancelled from the moment you first tried, and refund anything charged after that.
  2. A person, the same day. Messages to our WhatsApp or to hello@weyayepet.co.uk are answered by one of the two of us, seven days a week, on the day you send them. Not a chatbot, not a queue, not a working-day service level. If we go quiet on you for more than a day, tell us and we'll put it right.
  3. No surprise charges. We email you three days before every single charge, saying what it is for and exactly how much it will be. Until that charge goes you can skip it, change it, move the date, change the recipe or cancel outright, all from your account. We will never take a payment you have not been told about in advance, and we will never treat a paused plan as an active one.
  4. Frozen never sees a courier. Raw is carried in our own van, in our own freezer box, and handed to you or put in the container you have left out. We do not use DPD, DHL, Evri or anybody else for frozen food, and we never will. If a pack is soft, split or leaking when it reaches you, tell us within 48 hours and we replace it on the next run at no charge — and you keep the original, because we would only throw it away.
  5. Won't eat it? We take it back. If your dog refuses a recipe, tell us within 14 days of the delivery. We will swap you to another recipe free of charge and collect the food you don't want on your next run day. You are not left holding food you have paid for and cannot use. This applies once per recipe, and to dry food and unopened frozen packs alike.
  6. We won't change the recipe behind your back. If the composition of a food you are on changes in any way — a different protein, a different grain, a new supplement, a new mill — we email every customer on that recipe before the changed stock is delivered, telling you what has changed and why. You can swap to another recipe free, or cancel with nothing further to pay. We will not reformulate quietly and we will not find out about it from your vet.
  7. Your price, locked — and new-customer offers are open to you. Your per-delivery price is fixed for 12 months from the day you join. Any promotion we run to win new customers is available to you as an existing one; ask and we'll apply it. If a price has to change after the lock, you get 30 days' notice and can cancel with nothing further to pay.

These promises sit alongside your statutory rights and do not replace them. Nothing here limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Raw food, frozen deliveries and the handover

How raw arrives. Wey Aye Raw is made by Durham Animal Feeds Ltd in Heighington, County Durham, and comes to you in their own sealed, labelled packs under our co-brand. We don't open, split, thaw or re-pack it — we buy it frozen, keep it frozen, and hand it to you frozen. Each drop is the number of sealed blocks your plan needs to cover the cycle, listed on your plan page and on your delivery note.

Someone has to take it from us. This is the one rule we can't bend. Frozen food is never left unattended — not in a porch, not in a shed, not behind a bin, not anywhere it would sit and thaw — and the safe-place box on the checkout page is switched off for frozen orders for that reason. On your run day you pick one of four handovers, and you can change it any time from your account: you take it from us at the door; you leave out a cool box or a bag with a freezer pack in it that we put the food straight into; you point us at a garage or outdoor freezer we can put it in ourselves; or you name a neighbour who will take it in and put it in their freezer, which only works if they actually will — a neighbour who leaves it on their worktop is the same as a porch. If nobody answers and there's nothing to put it in, the food goes back in the van freezer and we bring it on your next run day at no extra charge. If that happens twice on the same order we charge for the food, because by then it has been out of a domestic freezer and back twice and we won't sell it to anybody else.

What to do with it when you get it. Put it in your freezer the same day — within an hour is best, and it will still be hard-frozen when we hand it over. Keep it frozen at −18°C or colder and use it by the date on the pack. Defrost in the fridge, never on a worktop, and once defrosted keep it in the fridge and feed it within 48 hours. Don't re-freeze anything you've defrosted. You'll need freezer room: a 28-day drop for a 30kg dog is about 21kg of food, which is most of a drawer, so tell us at checkout if you'd rather have smaller drops more often and we'll re-cut the schedule for free.

Handling it safely. Raw dog food is raw meat and it carries the same bacteria raw meat always has, including salmonella, campylobacter and listeria. Wash your hands, the bowl, the chopping board and anything else it touches with hot soapy water. Feed it in one place, clean up afterwards, and don't let the dog lick faces straight after a meal. If anyone in your house is pregnant, very young, elderly, or has a weakened immune system, talk to your GP and your vet before you switch — and if you'd rather not have raw meat in the house at all, our dry range does the same job and we'll swap you over free.

Complete and complementary. Each raw recipe's label says whether it is a complete food (it has everything your dog needs and can be fed on its own) or a complementary one (it needs to be fed alongside other food to be balanced). Our plans only build complete recipes into a daily portion; complementary lines such as plain tripe or minces are sold as extras and the plan page says so. If you're unsure which you've got, the pack tells you and so does your plan page.

Returns and refunds on frozen. Your right to cancel the plan itself never changes — do it from your account, any time, before the next charge. Individual frozen deliveries are different: once a sealed pack has been handed over we can't take it back and resell it, so under the Consumer Contracts Regulations 2013 the 14-day cancellation right doesn't apply to frozen food you've already accepted. That doesn't touch your rights if something is wrong with it. If a pack arrives soft, split, leaking or past date, or if your dog won't eat a recipe, tell us within 48 hours (a photo helps) and we'll replace it or refund it, your choice. Skipping or cancelling before we've charged you costs nothing at all.

Registrations. Raw pet food is an animal by-product, and the food itself is made by Durham Animal Feeds at their APHA-approved plant — we don't process anything. Our own position with the regulators is shown below and is kept current; where a line says "not yet in place", we are not selling that line.

How we handle it. Frozen stock is kept in dedicated chest freezers used for nothing else, the temperature is logged daily, and the batch code of every pack that goes out is recorded against the order it went to — so anything the supplier recalls can be traced to the door it went through. Each pack carries the wording the regulations require for raw pet food: use as pet food only, keep it apart from food, and wash your hands, tools and surfaces after handling it.

Referrals

Every customer has a referral code on their account page. When someone who has never ordered from us uses it on their first order, they get 50% off their first bag and, once that order is paid, the referrer earns one free 2kg bag of their plan's recipe — or, on a raw plan, four free 454g blocks of it — added to their next scheduled delivery. One reward per new customer; you can't refer yourself or another account at your own address; rewards have no cash value and lapse if the referrer's plan is cancelled before the next delivery. We can withdraw or change the scheme at any time, but rewards already earned will be honoured.

Giveaways

Our social-media giveaways are free to enter and open to UK residents aged 18 or over who live in a postcode we deliver to (currently Newcastle upon Tyne — see the checkout page for the live list). No purchase is necessary. To enter, follow the instructions in the post (usually: follow the account and tag someone in the comments). Each giveaway post states its closing date and prize. Winners are chosen at random from all valid entries within 48 hours of closing using a random-number draw that we record; we announce the winner in a post and message them directly, and if they don't reply within 7 days we redraw. Prizes are dog food from our range as described in the post, delivered by us; there is no cash alternative. Promoter: Wey Aye Pet Ltd, Newcastle upon Tyne. Giveaways are in no way sponsored, endorsed or administered by, or associated with, TikTok, Instagram or Meta. Employees and family of Wey Aye Pet can't enter. We publish these terms to comply with the CAP Code (section 8) and will send the winner's first name and area on request.

What's on the bag

Every bag carries the recipe's full composition and analytical constituents, feeding guide, batch code, best-before date and the manufacturer's details. Wey Aye Pet Ltd is completing its registration as a feed business with Newcastle City Council Trading Standards; no food is sold until that is in place. Our dry food is manufactured in the UK to FEDIAF nutritional guidelines and is a complete pet food for dogs. Raw packs carry Durham Animal Feeds' own label with their approval number, the composition, the analytical constituents, the batch code, the freeze date and the best-before date, and each says on the front whether it is complete or complementary. We make no health claims; if your dog has a diagnosed condition, ask your vet before switching.

Privacy

We collect what we need to deliver food to your dog: your name, contact details, address, your dog's details, orders and payment status. Payments are handled by Stripe; we never see your card number. We use a first-party analytics system that records pages viewed, the town you're in (from your IP address, not stored) and how you found us, so we can run the business — no data is sold or shared with advertisers. Marketing emails are only sent if you tick the box, and every one has an unsubscribe link. You can ask us to see or delete your data at any time: hello@weyayepet.co.uk. We keep order records for six years for HMRC; everything else goes when you delete your account (Details → Delete my account), which you can do yourself at any time, or by emailing hello@weyayepet.co.uk. You can download everything we hold about you from the same place. We use no advertising cookies and no third-party analytics; the only cookie-like storage is your own basket and sign-in. Lawful basis: contract (to deliver what you ordered) and legitimate interest (a small number of reminders about a plan you started, each with an unsubscribe link). Data processors: Supabase (database, EU/UK region), Stripe (payments), Resend (email), Vercel (hosting).