Terms and conditions

These Terms and Conditions ("Terms") govern your use of the Protocol Raw website (protocolraw.com), our batch verification portal (proof.protocolraw.com), and any purchases you make from us. By placing an order, you agree to be bound by these Terms.

Protocol Raw is a trading name of True Prey Ltd, a company registered in England and Wales (Company No. 16731608) with registered address at 3rd Floor, 86-90 Paul Street, London, EC2A 4NE. References to "Protocol Raw", "we", "us", or "our" mean True Prey Ltd.

Please read these Terms carefully before placing an order. If you have any questions, contact us at hello@protocolraw.com. These Terms should be read alongside our Privacy Policy and Cookie Policy.

The bold text at the start of each section is a plain-English summary. The numbered clauses beneath it are the terms that apply.

1. Our Product

One complete recipe, portioned for your dog, delivered frozen on a subscription. Every batch is tested by an independent lab before it ships, and the QR code on the tray takes you to the results. The feeding plan is a starting point, not veterinary advice.

1.1 What We Sell

Protocol Raw Complete is a complete pet food for dogs, formulated for all life stages, sold frozen and exclusively via subscription. Each delivery contains trays of frozen raw food. The tray sizes, the quantity in each delivery, and your delivery frequency are all determined by your dog's individual feeding plan, calculated at checkout. Current prices are displayed on our website and confirmed at the point of purchase.

1.2 Batch Verification

Every batch of Protocol Raw is independently tested by a government-recognised laboratory for Salmonella and Enterobacteriaceae. Test results are published on our batch verification portal. Each tray carries a QR code linking to the laboratory report for that specific batch. Results are published when the batch is released. Nothing is dispatched before the results are in.

1.3 Feeding Calculator and Recommendations

Our feeding calculator provides personalised feeding recommendations based on your dog's weight, age, activity level, and body condition using veterinary-standard RER/MER calculations. You acknowledge that these recommendations are intended as a guide only. Every dog is different, and actual requirements may vary.

It is your responsibility as a pet owner to monitor your dog's weight and condition and to update your account with any changes. If you have concerns about your dog's weight, condition, or suitability for a raw diet, please consult your veterinarian. Our feeding recommendations do not constitute veterinary advice.

1.4 No Medical Advice

Nothing on our website or communicated to you by us or any of our representatives is intended to be, nor should be taken as, veterinary or medical advice. Please consult your veterinarian if you have any concerns about the health of your dog.

1.5 Ingredients and Formulation

We use natural, whole-food ingredients to create our products. Our ingredients or production methods may change from time to time due to business, operational, or supply reasons. We reserve the right to make minor changes without notice. If it is necessary to make any significant changes that materially affect the product, we will inform you in advance.

1.6 Allergen Information

Our products may contain allergens. If your dog has any known allergies, please inform us in writing before placing your order. It is your responsibility to ensure that any food you feed to your dog does not cause an adverse reaction. We cannot be held responsible for any allergic reaction your dog may have, or any adverse consequences resulting from an allergy which you have not disclosed to us in writing.

2. Your Account

You'll need an account to order, you need to be 18 or over, and keeping your details current matters because we deliver frozen food to them.

2.1 Registration

To purchase products from us, you must register for an account. By registering, you confirm that you are at least 18 years of age. You must ensure that all details you provide are complete, accurate, and kept up to date, as this affects our ability to provide products to you.

2.2 Account Security

You are responsible for keeping your account credentials confidential and secure. You must not share your login details with any third party. You are responsible for all activity that occurs under your account. If you become aware of any unauthorised use of your account, you must notify us immediately at hello@protocolraw.com.

2.3 Account Suspension and Termination

We reserve the right to suspend, restrict, or terminate your account at any time if we reasonably believe you have breached these Terms, engaged in fraudulent activity, abused promotional offers, or behaved in a manner that is abusive or harmful to our staff or other customers. We will notify you if we take such action, except where prohibited by law or where notification would compromise an investigation.

3. Subscriptions

Deliveries arrive on the schedule you set, and you can skip, change or cancel from your account before the cut-off for your next order. There's no minimum commitment.

3.1 Subscription Model

Protocol Raw is sold exclusively via subscription. When you place your first order, you are subscribing to receive regular deliveries at the frequency you select (every 2, 3, 4, 5, or 6 weeks). Your subscription will automatically renew at each billing cycle until you cancel. You are not tied to any minimum number of orders or any minimum period.

3.2 Billing and Payment

Payment is taken when your order is placed for your first delivery, and subsequently on each renewal date. You will receive an email reminder 7 days before each billing date, and a confirmation 48 hours before billing when your order is locked for dispatch. We accept major credit and debit cards. All payments are processed securely through Shopify Payments; we do not store your card details.

It is your responsibility to ensure your payment details are valid, current, and that sufficient funds are available. If a payment fails, we may still dispatch your order and will attempt to collect payment again. We reserve the right to recover outstanding amounts using any valid payment method on your account.

3.3 Failed Payments

If repeated attempts to collect payment are unsuccessful, we reserve the right to: (a) suspend your account and future deliveries until payment is received; (b) charge interest on overdue amounts at 4% per year above the Bank of England base rate; and (c) recover the outstanding balance through third-party debt collection services, with associated costs passed on to you.

3.4 Managing Your Subscription

You can manage your subscription at any time through your customer portal, including: changing your box size, changing your delivery frequency, updating your delivery address, skipping your next delivery, pausing your subscription, or cancelling your subscription.

3.5 Cut-off for Changes

Changes to your subscription must be made before 11:59pm, 48 hours prior to your billing date (the "cut-off time"). After this cut-off time, your order is locked for dispatch and changes cannot be made to that delivery. Any changes made after the cut-off will apply to the following delivery. We reserve the right to change the cut-off time and will notify you of any such change.

3.6 Cancellation

You may cancel your subscription at any time through your customer portal or by contacting us at hello@protocolraw.com. Cancellation takes effect immediately, and you will not be charged for future deliveries. Cancellation does not affect deliveries already dispatched or orders already billed. If you cancel and later reactivate your subscription, the price may differ from your original subscription price.

4. Delivery

We dispatch your food frozen and pack it to protect the cold chain in transit. Once it arrives, put it in the freezer promptly. We don't dispatch when the delivery schedule would leave frozen food sitting in a depot over the weekend.

4.1 Delivery Area

Our delivery area is subject to change as we expand. The areas we currently deliver to are displayed on our website. We do not deliver to PO Boxes or BFPO addresses. We may refuse to deliver to certain locations where we cannot guarantee the product will arrive in acceptable condition; if so, we will inform you when you register.

4.2 Delivery Schedule

Orders are dispatched on Tuesdays and Thursdays only to ensure your food does not sit in a courier depot over a weekend. Delivery is typically next working day. Delivery costs are included in our product prices. Actual delivery times may vary depending on your location, courier capacity, and factors outside our control.

4.3 Cold Chain and Packaging

Our products are dispatched frozen using insulated packaging with phase-change coolant materials designed to maintain temperature for at least 48 hours under normal transit conditions. Coolant quantities are adjusted based on weather forecasts for your delivery route.

4.4 Delivery and Safe Places

If no one is available at your address, the courier will leave your delivery in your designated safe place if specified in your account. If no safe place is recorded, the courier will leave the delivery in the most suitable location at your address. Once the courier confirms delivery (including by GPS tracking, photograph, or signature where applicable), the product is your responsibility. We are not liable for theft or loss after delivery has been confirmed.

We cannot change the delivery location once a parcel is in transit. If you need to change your delivery address, you must do so before the cut-off time.

4.5 Receipt and Storage

Upon delivery, you should transfer the product to your freezer as soon as reasonably practicable. The product should arrive frozen solid. Once delivered, you must store the product according to the instructions on the packaging. We accept no liability for the condition of the product after delivery has been made if you fail to store it correctly.

4.6 Package Weight

A 16kg box weighs up to 27kg including packaging and coolant. Take care when accepting delivery, and unpack at ground level if that is easier.

4.7 Delivery Failures

If delivery fails due to circumstances within your control (such as incorrect address, no safe place available, or failure to collect from a depot promptly), and the product is no longer viable due to temperature excursion, we are not obligated to provide a replacement or refund. If the product remains within our 48-hour temperature protection window and you refuse delivery without evidence of damage, we will not be liable for a refund or replacement.

4.8 Delays Outside Our Control

If delivery is delayed by events outside our control, we will contact you as soon as possible and take steps to minimise the effect. We will not be liable for delays caused by such events, but if there is a risk of substantial delay, you may contact us to cancel and receive a refund for products paid for but not received.

4.9 Extreme Weather

During periods of extreme heat (typically above 30°C), we may temporarily pause deliveries to certain areas to protect product quality. If this affects your order, we will notify you in advance and reschedule to the next available safe delivery date.

5. Returns, Refunds, and Replacements

If your food arrives thawed, damaged, or not what you ordered, tell us within 24 hours and we'll replace it or refund it. Your choice. The 24 hours matters because it's how we investigate what went wrong in transit. Because it's perishable food, there's no change-of-mind return right, and your statutory rights are unaffected.

5.1 Perishable Goods

Our products are perishable goods and are therefore exempt from the standard 14-day cooling-off period for distance selling under the Consumer Contracts Regulations 2013. Once dispatched, orders cannot be cancelled for a refund unless the product arrives damaged, defective, or not as described.

5.2 Damaged or Defective Products

If your product arrives damaged, thawed, or not as described, please contact us within 24 hours of delivery at hello@protocolraw.com with your order number and photographs. Please retain all packaging and products until we advise whether to dispose of or return them. We will offer you a choice of full refund or replacement delivery at no additional cost. We do not require you to return perishable goods unless requested for quality investigation purposes, in which case we will cover return shipping costs.

5.3 Quality Concerns

If you have any concerns about product quality, including appearance, smell, or your dog's reaction to the food, please contact us immediately. We take all quality reports seriously and will investigate promptly. When reporting, please provide your order number, batch information (from the QR code), photographs if possible, and a description of your concern.

5.4 Dog Refuses to Eat

Please note: We are not required to offer a refund if your dog refuses to eat the food. Dietary transitions can take time, and some dogs may need a gradual introduction to raw feeding. We provide transition guidance to help with this process. If you are concerned about your dog's reaction to the food, please contact us and we will do our best to help.

5.5 Reporting Timeframes

Claims for damaged, thawed, or missing goods must be made within 24 hours of delivery. General quality concerns should be reported within 7 days of delivery. We reserve the right to decline claims made outside these timeframes.

5.6 How Refunds Work

Approved refunds are processed to your original payment method within 5-10 business days. If you had account credit applied to the order, we will restore the credit to your account rather than refund it to your card.

5.7 Your Statutory Rights

Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015. Under this Act, goods must be as described, fit for purpose, and of satisfactory quality. Your key legal rights include: (a) up to 30 days, if goods are faulty you are entitled to an immediate refund; (b) up to six months, if goods cannot be repaired or replaced you are usually entitled to a full refund; (c) up to six years, if goods do not last a reasonable length of time you may be entitled to some money back.

For more information about your consumer rights, visit the Citizens Advice website at citizensadvice.org.uk or call 03454 04 05 06.

6. Pricing and Promotions

Prices can change, but never on an order you've already placed. New customer offers are one per household, and referral codes are for new customers only.

6.1 Prices

Prices are subject to change, but any change will not affect orders already placed or subscriptions with a confirmed next billing amount. We will give you reasonable notice of any price changes before your next billing date.

6.2 Pricing Errors

We take reasonable care to ensure prices are correct. If we discover an error in the price of a product you have ordered, we will contact you. If the correct price is lower, we will charge the lower amount. If the correct price is higher, we will give you the option to proceed at the correct price or cancel your order for a full refund.

6.3 Promotional Codes and Offers

Promotional codes must be entered at checkout and cannot be applied retrospectively. Codes may have expiry dates, minimum order values, or other conditions which will be stated at the time of issue. Promotional offers cannot be combined with other discounts unless explicitly stated. We reserve the right to modify or withdraw any promotion at any time without prior notice.

6.4 New Customer Offers

New customer discounts apply only to first-time customers who have not previously had a Protocol Raw account or delivery. For the purposes of determining eligibility, a "previously registered user" includes any person associated with the same household, delivery address, email address, payment card, or cardholder name as an existing or former customer. Each offer is limited to one per household.

6.5 Referral Programme

Our referral programme allows existing customers to share referral codes with friends. Referral discounts can only be used by new customers as defined above. Existing customers cannot use their own referral code. A successful referral occurs when the referred customer receives their first delivery. We reserve the right to limit the number of referrals per customer and to withdraw the programme at any time.

6.6 Promotion Abuse

We reserve the right to cancel orders, withhold discounts, suspend accounts, and/or take legal action where we detect abuse of promotional offers, including but not limited to: creating multiple accounts, using false information, systematically exploiting referral programmes, or any other activity we consider to be fraudulent or against the spirit of our offers. Account credits and promotional offers cannot be redeemed for cash.

6.7 Account Credits

Account credits are applied automatically to your next renewal and expire 12 months from issue unless otherwise stated. Credits cannot be transferred to another account or redeemed for cash.

7. Recalls and Safety Notices

Every tray is traceable to its batch, so if something is ever wrong we know exactly who received it. We'd contact you by email, and by text where it's warranted.

In the unlikely event of a product recall or safety concern affecting any batch, we will immediately contact affected customers by email and, where appropriate, SMS using the contact details on your account. We will publish details on our website and batch verification portal. Our batch traceability system allows us to identify precisely which customers received affected products. If you are contacted about a recall, please follow the instructions provided and do not feed the affected product to your dog.

8. Limitation of Liability

8.1 What We Are Liable For

We accept liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) defective products under the Consumer Protection Act 1987; (d) any breach of your legal rights in relation to the products; and (e) any matter for which it would be unlawful for us to exclude or limit liability.

8.2 Limitation

Subject to clause 8.1, our total liability to you for any claim arising from or related to these Terms or your use of our products shall not exceed the greater of: (a) the amount you paid for the specific product giving rise to the claim; or (b) £500.

8.3 Exclusions

Subject to clause 8.1, we are not liable for: (a) any indirect, consequential, or incidental losses; (b) loss of profit, business, goodwill, or anticipated savings; (c) veterinary costs arising from undisclosed allergies or health conditions; (d) any loss arising from your failure to follow storage instructions or feeding guidelines; (e) any loss arising from your failure to consult a veterinarian when advised to do so.

8.4 Pet Health

Protocol Raw Complete is a complete maintenance food for healthy dogs. It is not a therapeutic diet, a prescription diet, or a dietetic food for a particular nutritional purpose. We are not responsible for adverse reactions in dogs with specific health conditions, allergies, or sensitivities not disclosed to us. Dietary changes should be made gradually. You should consult a veterinarian if you have concerns about your dog's health or suitability for a raw diet.

9. Intellectual Property

All content on our website, including text, graphics, logos, images, and software, is the property of True Prey Ltd or our licensors and is protected by copyright and other intellectual property laws. You may not reproduce, distribute, or create derivative works from our content without our prior written consent. The Protocol Raw name and logo are trademarks of True Prey Ltd.

10. General Terms

If we change these terms we'll email you first, and you can cancel before the change takes effect. Disputes are handled under the law of England and Wales.

10.1 Entire Agreement

These Terms, together with our Privacy Policy, Cookie Policy, and any order confirmation, constitute the entire agreement between you and Protocol Raw regarding your purchase and supersede any prior agreements or representations.

10.2 Amendments

We may update these Terms from time to time. We will notify you of material changes by email and post the updated Terms on our website with a new "Last updated" date. If you have an active subscription and do not agree to the changes, you must cancel your subscription before the changes take effect. Continued use of our services after such changes constitutes acceptance of the new Terms.

10.3 Transfer

We may transfer our rights and obligations under these Terms to another organisation. We will notify you if this happens and ensure the transfer does not affect your rights. You may not transfer your rights or obligations under these Terms without our written consent.

10.4 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

10.5 Third-Party Rights

These Terms do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.

10.6 Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the non-exclusive jurisdiction of the courts of England and Wales. As a consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident, and nothing in these Terms affects your rights to rely on such provisions.

11. Contact Us

If you have any questions about these Terms or your order, please contact us:

We aim to respond to all enquiries within 24 hours during business days.