Terms for domestic/UK Orders, [a]

Terms for collections, [b]

Generalised livestock terms and conditions, [c]

Terms for birthday parties and events, [d]

Terms for Invertebrate rental schemes - Rent an Invert and Bug Buddies, [e]

Terms for incidents and accidents, [f]

Terms for rights for refusal, [h]

Terms for care sheets and fact sheets, [i]

Terms for additional charges and how these will be taken, [j]

Additional terms for schools, places of education, or other places where forms of consent may be required, [k]

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​UKa1 (acceptance of terms)
[a1.1] Orders are shipped at the buyer's own risk. This information is clearly stated in bold on every product page. The Terms and Conditions of sale, including shipping and liability details, are made easily accessible through links provided on all product pages and during the checkout process.

[a1.2] By making a payment for a product or service, you confirm that you have thoroughly read and understood the terms and conditions and that you contractually accept to be legally bound by the terms and conditions listed here. Strictly NO exceptions will be made.

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UKa2 (shipping methods)
[a2.1] Orders are shipped once per week on Mondays and the cut-off time is 6pm (GMT) on Sundays (ready for Monday dispatch). This is highlighted in bold and italics in the shipping section of product descriptions.

[a2.2] In the event of postal strikes, public holidays and periods of cold/hot weather, the shipping day will be adjusted accordingly.

[a2.3] Eggs are shipped using "Royal Mail 2nd Class" (no tracking), which aims to deliver in 2-3 days.

[a2.4] Customers can select either "Royal Mail 1st Class Recorded" or "Royal Mail Special Delivery" for live animals shipments.

[a2.5] "RM Special Delivery" aims to deliver the next day before 1pm (fully tracked), whereas the cheaper, basic "RM 1st Class Recorded" aims to deliver in 1-2 days (only delivery confirmation).

[a2.6] Both "Royal Mail 1st Class Recorded" and "Royal Mail Special Delivery" will require a signature upon delivery.

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UKa3 (shipping protection)
[a3.1] Customers have the option to add shipping protection at checkout, which provides compensation in the event your delivery is stolen or lost during transit.

[a3.2] In the event that the delivery is stolen/lost, we will provide compensation in the form of a refund equal in value to the goods, when shipping protection is purchased with the order.

[a3.3] The shipping cost will NOT be included in the compensation value as we have no control over the stock in transit once handed over to the delivery partner.

[a3.4] The compensation provided by shipping protection will be voided in the event that the recipient misses or refuses the delivery.

[a3.5] In instances when the shipment is undeliverable by the courier due to error of the buyer (e.g. incorrect/missing parts of an address), the order will be non-refundable. Please ensure that the delivery address is double-checked before purchase.

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UKa4 (live arrival of stock)
[a4.1] LAG (Live Arrival Guarantee) is ONLY offered for items purchased with "RM Special Delivery" at checkout, which is the express overnight shipping service provided. This is highlighted in bold and italics in the shipping section of product descriptions.

[a4.2] "RM 1st Class Recorded" is not a guaranteed overnight service and can be subject to delays on some occasions. We therefore strongly recommend that "RM Special Delivery" is selected for all livestock orders for the safety of the live animals, and "RM 1st Class Recorded" is only selected for the orders of dry goods such as equipment. If the buyer still wishes to pay for this cheaper service, DOAs resulting from the negligence of selecting the guaranteed overnight delivery option for livestock is fully upon the responsibility of the buyer.

[a4.3] We take every care to ensure that healthy stock is selected and that the stock is packed carefully so that the stock will survive the journey in the post.

[a4.4] As these are living animals, they can be sensitive to extreme temperatures during the summer and winter months. We therefore strongly recommend that customers select the insured "RM Special Delivery" shipping option at checkout during these seasons. This is for the safety of the animals with the faster shipping- time, and allows us to provide the LAG policy in case of death in transit.

[a4.5] When cheaper "RM 1st Class Recorded" is selected at checkout, compensation will NOT be available in any form if stock is DOA (dead on arrival) to a UK address as this not a guaranteed next day service.

[a4.6] When "RM Special Delivery" is selected at checkout, compensation will be available if stock is DOA to a UK address. We will fully refund the value of the dead stock, provided that proof of death is sent in form of a video to the email - insectcityuk@outlook.com - within 24 hours of delivery. Please be aware that we only guarantee live arrival, and we are not responsible for your animal dying after it has been with you for more than 24 hours.

[a4.7] Negligence to notify us within 24 hours with the appropriate video(s) as requested in clause [a4.5] is upon full responsibility of the buyer, and voids the LAG policy.

[a4.8] The shipping cost will NOT be included in the refund as we have no control over the stock in transit once handed over to the delivery partner.

[a4.9] The LAG is voided for orders placed with "RM Special Delivery" in cases where the parcel is not handed directly to the recipient upon delivery, thereby extending the time the live animals are spending in the post. These can include events where the delivery is missed and the parcel is taken back into Royal Mail's system, delivery is rescheduled by the recipient mid-transit, or the recipient refuses delivery. The above is not an exhaustive list.

[a4.10] DOAs resulting from the negligence of selecting the guaranteed overnight delivery option for livestock during summer and winter when extreme temperatures are likely is fully upon the responsibility of the buyer.

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UKa5 (winter orders)
[a5.1] The store (for the selling of live invertebrates onl!) will be forced to close around the Christmas/New Year period due to Royal Mail's holiday closures and delays that deliveries are subjected to during these periods. Closure details will be posted on the website banner and the main page notice board when it is put into place.

[a5.2] UK orders of live larvae/adults placed when the temps are below 5C will always include a 24h heat pack.

[a5.3] For livestock orders (as per clause [a4.3]), it is imperative to select the insured "RM Special Delivery" shipping option at checkout during winter for the guaranteed overnight service, for the safety of the live animals. This is of the utmost importance near December, when delays are common due to the increased Christmas mail volumes over at Royal Mail.

[a5.4] Despite Royal Mail's advertised 1-2 day delivery window for "RM 1st Class Recorded", it is common for parcels to encounter delays upwards of several days in the weeks leading up to Christmas. As per clause [a4.3], we therefore strongly recommend that "RM Special Delivery" is selected for all livestock orders, and "RM 1st Class Recorded" is only selected for the orders of dry goods such as equipment.

[a5.5] We understand that last-minute orders for Christmas are common. Therefore the store (live invertebrates only, all other products/services will remain unchanged) will remain open until the final recommended Christmas order date provided by Royal Mail at the latest. To reiterate, it is strongly recommended that "RM Special Delivery" is selected for winter orders containing livestock to ensure overnight delivery. In the event of news of Christmas backlogs at Royal Mail, we reserve the right to close the store on an earlier date for the Christmas period to prevent the possibility of "RM Special Delivery" orders facing delays as well.

[a5.6] As per clauses listed under [a4] , live arrival guarantee is ONLY offered for items purchased with "RM Special Delivery" at checkout. If the buyer still wishes to pay for "RM 1st Class Recorded", please note that DOAs resulting from the negligence of selecting the guaranteed overnight delivery option for livestock, especially during winter is fully upon the responsibility of the buyer.

[a5.7] During periods of unpredictable cold spells in the middle of winter, only RM Special Delivery will be offered as a method for live-stock orders at checkout. This is to ensure quick delivery of the animals for their safety and welfare. Regular RM 1st Class will still be offered as an option for dry-goods orders.

[a5.8] During these periods, notices on the homepage will be put up to highlight the necessity to select the overnight, RM Special Delivery at checkout for livestock orders.

[a5.9] During these periods, the name of the RM 1st Class shipping option will be amended to read - "RM 1st Class (Equipment/eggs ONLY - orders with live animals will be CANCELLED)". As per the notice, customers who fail to select the correct livestock shipping method will unfortunately have their order cancelled.

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Terms for Collection [b]:

UKb1 (Livestock and Dry Goods collection)

[b1.1] Orders for collection are strongly advised and encouraged for all livestock orders.

 [b1.2] Orders for COLLECTION are available when pre-arranged ONLY. We DO NOT currently have an in-store shopping service available.

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UKb2 (Confirmation of order, collection)

[b2.1] All orders for collection will be processed within 24 hours. Once your order has been processed, you will receive a confirmation email/text message with details of when your order may be collected. We aim to have all orders ready for collection within 48 hours from receipt of your order.

Please ensure you do not attempt to collect your order until confirmation has been provided via email/text message.

[b2.2] Please ensure you have your order collection number and your confirmation email/text message on hand when picking up your items as this ensures you are given the correct order. 

[b2.3] All orders for collection must be paid IN FULL before items are handed over. This can be via online payment through our website upon ordering, or via cash on collection. We DO NOT currently accept card payments at collection. We apologise for any inconvenience this may cause. 

[b2.4] A signature will be required upon collection, confirming you are happy with your products and that any livestock (larva/larvae/adult/s) are alive and well at the time of collection. This allows us to extend our LAG policy  (Live Arrival Guarantee) to livestock collections, ensuring customers are insured should any livestock perish within 24 hours of collection.​

UKb3 (Failure to collect orders and refund policy)

[b3.1] Any livestock orders failed to be collected after 24 hours of confirmation for collection has been provided via email/text to the customer, will be returned to the store and the livestock collection CANCELLED WITHOUT REFUND. It is therefore the customer's responsibility to ensure contact details such as email/text message numbers are correct as this is how you will receive your collection confirmation date so livestock collection confirmation is not missed and your order cancelled without refund. 

[b3.2 Mixed orders: Orders failed to be collected containing both dry goods and livestock will have products split - dry goods such as equipment/eggs will be given 48 HOURS from the confirmed collection date to be collected, failure to do so will result in your order being cancelled and a full refund will be provided. Failed livestock orders will be given 24 hours from the confirmed date of collection provided to you, with orders being cancelled WITHOUT refund after  24 hours from the confirmed collection date.

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[b3.3] Refunds: Dry goods - We offer a full refund on dry goods alongside proof of purchase, which you will receive within 14 days of receipt of the dry goods. For livestock we do not offer a refund policy, only our LAG policy (see clause UKb4 below), and we are not responsible for any death 24h hours after purchase. We will not buy back unwanted livestock. We will however accept any unwanted livestock back to our store, regardless of when this animal was purchased, should you find yourself unable to provide for your animals, as animal welfare is our main priority. You must never release your unwanted animals into the wild.​

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UKb4 (Live Arrival Guarantee)

[b4.1] We extend our LAG policy to our livestock orders for collection as we take every care to ensure that healthy stock is selected and that the stock is packed carefully so that the stock will survive the collection journey.

[b4.2] As these are living animals, they can be sensitive to extreme temperatures during the summer and winter months. It is therefore the customers responsibility to ensure that suitable transportation is arranged, with adequate heating that is not too hot nor too cold. We are happy to check these conditions for you upon collection, should customers so wish, as this also ensures we can provide you with our extended LAG policy for collected orders. 

[b4.3] Any livestock believed to have perished due to poor transportation arrangements, inadequate heating/cooling, or your mode of transportation was not inspected for appropriate temperature control, then customers WILL NOT quaiify for our extended LAG policy (live arrival guarantee) for collected orders. This means no refund or replacement will be available in the event of livestock death due to poor care. 

[b4.4] In the tragic event that your livestock should perish and you qualify for our extended LAG policy, you must provide video evidence of the death within 24 hours from the date of collection for a refund to the cost of the dead livestock, or a replacement should our stock levels allow.

[b4.5] Proof of death must be sent in the form of a video to the email - insectcityuk@outlook.com - within 24 hours of delivery. Please be aware that we only guarantee live arrival, and we are not responsible for your animal dying after it has been with you for more than 24 hours.

[b4.6] As per clause [a4.7], negligence to notify us within 24 hours with the appropriate video(s) as requested in clause [a4.5] is upon full responsibility of the buyer and voids the LAG policy.

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UKc1 (General livestock terms and conditions)

[c1.1] All sizes are approximate, we state / offer the sizes of the specimens we have in stock within the product description. Sizes may vary as we can’t measure every invertebrate, so some may be a little bigger and some a little smaller than stated on the listing. Sub Adult and Adult specimens will be listed as SA or A, more details of legspan may be detailed within the product description. When listed as SA/A this means we have a range of sizes available. Scorpions, Millipedes and Centipedes as usually listed Small – X Large with Small usually referring to Hatchlings, Medium for Juveniles, Large – XL for Adults. Praying Mantis and Beetle larvae with be listed by Instar (Moults) i.e L1, L2, L3 etc.

[c1.2] We do not offer or guarantee specific sexes unless specified on the product title or description. Usually when we have multiple specimens they are just listed by size. Sexed females that have been sexed by a moult are listed as (AF) and Males Listed as (M) and mature males listed as (MM). On request we may try and select specific sexes which you can request via the comments box during checkout. This is usually only possible for sub-adult and adult specimens. Unless listed as a specific sex we cannot be held liable for any mistakes.

[c1.3] The photos on product pages are examples of specimens and may not be the exact specimen you will receive.

[c1.4] Prices are for single specimens unless otherwise stated.

[c1.5] We reserve the right to refuse any order at our discretion.

[c1.6] We reserve the right to change prices without prior notice.

[c1.7] We reserve the right to postpone shipping when we feel it is either too hot or cold to ship livestock.

[c1.8] Payment is in advance unless by prior arrangement.

[c1.9] We cannot be held responsible for any deaths or injuries, caused by our livestock.

[c1.10] The livestock supplied is free from any noticeable parasites and diseases. We can not and will not be held responsible for any ill health that later develops.

[c1.11] Collection is possible by prior appointment. See sections: UKb1; UKb2; UKb3; UKb4, for collection terms and conditions. 

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UKd1 (Birthday parties, events, festivals, TV/film, media and other services, including rental services)​

[d1.1]  CANCELLATION: you may cancel a booking, (deposit non-refundable and non-transferable) up to two weeks before the date booked. After that, you pay for the day. To cancel Insect City UK  must have it in writing and we will confirm the cancellation in writing also. No written cancellation means that the booking has not been cancelled. The deposit  will NOT be refunded or transferred, regardless of when the cancellation occurs.

[d1.2] DEPOSIT: a NON-REFUNDABLE, NON-TRANSFERABLE deposit will be taken from each service booked, the amount taken will be stated in the description for each service.

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[d1.3] RESCHEDULING: If you require a service to be rescheduled then the deposit paid for the previous date will not be refunded or trasfered, and the full price for the rescheduled service date (including the deposit) will need to be paid IN FULL at the time of rescheduling. Failure to pay in full at the time of rescheduling will result in immediate cancellation of the service without a refund.

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[d1.4] ADDITIONAL CHILDREN: Each party allows for a maximum of 10,20 or 30 children included in the price. Any and all additional children will be charged at £5 per child, regardless of when they arrive during our schedualed service on that date. Failure to pay (cash or card accepted) will result in our services being cancelled on that day and the full payment made for the service will be non-refundable. No exceptions will be made.

[d1.5]  UNDER 5'S: We welcome those under 5 years old to our services, however, they must remain with a responsible adult at all times. Under 5's will not be able to handle the animals.

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[d1.6] HANDLING (at birthday parties): We encourage all party attendees to engage and handle our animals, however, please keep in mind that although these animals are well-adjusted, some have the potential to defend themselves if they feel threatened. Children must remain the responsibility of their adult/parent/carer at all times.

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[d1.7] ACCESS: Please ensure appropriate parking is available near the venue/home. Our animals and set-up can get heavy and therefore we require parking directly outside the property/venue. Failure to provide appropriate access to the property will result in us cancelling the party and no refund will be given. No exceptions will be made.

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[d1.8] VENUE: It is your responsibility to check with the venue prior the party that they are happy for us to bring our invertebrates along. You will be charged for the day, with no refund or transfer available should the venue prevent us from entering the site or grounds with the invertebrates, asking us to leave, or are otherwise unhappy with our attendance at the venue. No exceptions.

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[d1.9] HEATING: Please ensure all exterior doors remain closed and the room is kept warm (20C- 25C). We will use our digital thermometer to ensure the minimum requirements are met as we don't want our animals to get cold.

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UKe1 (Invertebrate rental schemes - Rent an Invert and Bug-Buddies)

[e1.1] A deposit is required for all rental schemes charged at 30% of the total cost for the service. This fee will be charged once the details concerning which invertebrates are required, how many invertebrates are required and for what length of time the rental is required for, has been confirmed, in writing, on both ends. Please note, that these deposits are non-refundable and non-transferable. 

[e1.2] Paying for your rental service - all our rental schemes require a deposit charged at 30% of the total service cost (see clause e1.1 above). The full costs must be paid in full on the date of booking, or a deposit paid at time of booking and the balance paid on the day.

[e1.3] Collection and delivery of your rental invert - For all school/places of education rentals we can deliver your selected inverts and set-ups straight to your door at no extra cost. For home rentals, we require that you collect your selected inverts and setups from our premises as we do not currently offer any delivery for this service, although we aim to provide this in the future - In the meantime, we apologise for any inconvenience caused.

[e1.4] A health waiver must be filled out and a signature provided before any of our invertebrates may be rented. Those under 18 years old must have their waiver signed by their legal guardian, parent or carer. A health waiver will be issued for all Bug Buddies and Rent an Invert schemes upon delivery or collection of your rental pets. Failure to provide a signature will result in the service being cancelled and the 30% deposit will NOT be refundable and or transferable.

[e1.5a] Should any of our invertebrates give birth, lay eggs, produce live offspring or any other form of reproduction or giving of life occur while the animal or animals are in your care you must inform us in writing via email (insectcityuk@outlook.com) or phone (07934 653 283) immedietly and within 24 hours of this discovery. Failure to inform us within 24 hours may result in an incident charge being applied at the rate of 50% of the total cost of the rental which will need to be paid in full upon the end of your rental period or on the termination of your rental period, should we decide this is in the best interest of our animal or animals in your care. 

[e1.5b] You do not have the right to claim ownership, conceal, kill, remove, rehome, sell, take home, or otherwise do anything with the rental animal any any offspring produced during your rental period that has not been previously agreed upon in writing via email communication. Our animals and any and all offspring produced are property of Insect City UK only and must be returned in good health upon our collection at then end of your rental period, or agreed upon collection date should proper care not be able to be provided for said offspring during the rental period. 

[e1.5c] The production of offspring will not automatically result in us terminating your rental, nor will you incur additional charges to your rental so long as the above (clasue e1.5a and e1.5b) has not been breached in any way. 

[e1.6] You DO NOT have permission to intentially or unintentially (you placing additional animals that are not designated to that particular set-up, but not neccessarily for the purpose of reproduction) breed any of our animals without prior consent given to you by us in writing. Should we find this has occured, it may result in early termination of your rental period without a refund and additional charges will occur at 50% of  the total rental cost (incident fee). Failure to pay the 50% incident charge will result in us being unable to provide you with our rental services in the future. 

[e1.7] All animals must be kept securely in the set-up we have provided for them. You may not change, alter, add or remove any item or animals to or from any set-up  we have provided without our prior written consent. All animals will be rented with their own appropriate set-up and you must only use what has been provided. Should we find you have altered or changed any animal set-up without our prior written consent you will be charged an incident charge at 50% the total price of original price issued to you for the rental and you will no longer be allowed to rent an animal from us. No exceptions will be made.

[e1.8] We want you to enjoy your time with your temporary pet and we understand that, on occasion and particulary with younger children, accidents and incidents may occur. This is nothing to worry about providing you inform us within 24 hours, providing both clear video and clear photographic evidence to us by email (insectcityuk@outlook.com) and please also inform us via a phone call or message (07934 653 283) within 24 hours of the unfortunate event occuring. We ask this so we can promptly deal with any issues or deaths that may have occured. We do, however, regret to inform you that should an animal or animals death occur during your rental period, we are unable to provide you with a refund as we can not guarantee that the death was unavoidable. You will not, however, be charged with an incident fee if you have completed all of the following within 24 hours of the incident occuring: informed us within 24 hours, provided both clear pictures and clear video evidence to our email and messaged or have rang and spoken with us. If we find that death has occured to any of our rented animals while they have been in your care, upon their return or collection during any period of the agreed rental period, and it has not previously been reported as outlined earlier in this clause (clause e1.8), then an incident fee will be charged to you at 50% of the total rental costs.

[e1.9] If delivery or collection has been arranged, then the delivery or collection is left unfulfilled due to the customer not being available, we will attempt to contact you once only via a phone call. If we do not receive an answer when we attempt to call you, we will leave and the deposit will not be able to be refunded or transfered. If we recive an answer on our attempt to contact you to accept or collect your rental animal or animals, then we will allow a waiting period of 15 minutes, of which after that time we will leave and you will not receive a refund or transfer of your deposit. Exceptions will be made in the event of serious circumstances but only if evidence is provided. Please ensure your contact details are correct and that you select a date and time when you will be available.

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UKf1 (Incidents and accidents)

[f1.1]  INCIDENTS AND ACCIDENTS (non-rental services only): Our animals are used to being handled, however, some possess the ability to defend themselves when frightened. We will not be held responsible should any of the following occur: animals scrape, scratch, bite, sting, or cause any other injury, discomfort, allergic reaction, or in the extremely unlikely circumstance, death, to any persons who have made direct or in-direct contact with any animal at any of our services. No exceptions will be made. ​

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UKg1 (Rights for refusal)

[g1.1]  REFUSAL OF PARTICIPATION OR SERVICE: We retain the right to refuse participation, which will be equally applied to all customers, during any of our services should we have proof that harm, threat, injury or death has occurred to any animal, animals, person or persons during our service. We will never refuse a service or participant to any person or persons based on protected personal characteristics. No exceptions will be made.
 

h1 (Care sheets and fact sheets)

[h1.1] CARE SHEETS and FACT SHEETS: All care sheets and fact sheets are correct at the time of printing. We can not and will not be held responsible for any injury, death, loss, damage to any person/persons, animal/animals, property/properties, or any other animate or inanimte being or object or other due to outdated, misconstrued, misunderstood, ill-used, or otherwise incorrect information provided by any part of Insect City UK, including but not limited to its owners, employers, employees, social media, e-communications, promotional material or any other material or person asosicated directly or indirectly with Insect City UK. The responsibility for the animal or animals welfare is with the rightful owner, rentee, service user, or any other person or persons seeking information from any part of Insect City UK. Please note this list is not exhaustive and any issue will be dealt with on a case-by-case basis.

[h1.2] You do not have permission to recreate, alter, use in part, or in full any of our material for anything other than the original, intended purpose of use. 

 

UKi1 (Additional charges including incident charges, cancellation and refunds)
[i1.1] Deposits: All rental services are required to be paid in full on the day of purchase. It is required that a non-refundable, non-transferable deposit of 50% the total rental price to be taken from the total payment for all rental services. If a rental service can not go ahead as originally planned then the service will be cancelled and the deposit will be help by us, Insect City UK. The instances in which a rental service will be cancelled may occur in the following instances: (For Schools/places of education and Home rentals), Health waivers not signed or if the customer is not available for collection or delivery on the agreed date and at the agreed time.

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[i1.2] Incident charge: A charge of 50% of the total, originally agreed price for our service will be required should we discover that any of the following have occcurred: Failure to report any births, deaths, with appropriate video and photographic evidence both in writing via email (insectcityuk@outlook.com) and via a phone call (any missed calls will still be included as an attempt to contact us, so please do not worry if we do not answer. We will return your call as soon as we can); Intentionally or unintentionally breeding our invertebrates without our prior written consent; Altering/tampering with, adding, changing or making any other ammendments to any of our set-ups without our prior written consent, or your failure to follow the set-up and care guide given to you in our Rent an Invert service care pack at the commencement of your rental period; Any deaths or injuries sustained to our animals which may be deemded as avoidable which may have occured during any of our services, all of these will result in a 50% incident charge and thiss will be automatically charged to the original card that the booking was made from.

[i1.3] Cancellations: ALL our services have a 14 day cancellation period from the date of payment (either in full or in part), however, the specified deposit will be held as all deposits are non-refundable and non-transferable. However, if a service is booked with less than 14 days from the date of payment to the date of the required service, then full payment will still be required. 

[i1.4] Refunds: Any refunds due will be issued back to the same card/person/organisation that made the original payment. No exceptions will be made. 

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UKj (Additional Terms and Conditions for schools, places of education, other places where photo release forms may be required, i.e., Brownies, etc)

[j1.4] Photo release forms are required to be filled out and returned to us at the start of any events at which photography, live video, video, or any other forms of recording may take place. We kindly ask for your consent to re-share any photos/videos you have taken of animals/people at our services, with our rentals etc, that we may come across, for us to use on our websites, social media, or any other way we deem appropriate, professional and with the best intentions for our small business, your organisation and the people included in the pictures. We kindly ask that if you do share any pictures/videos of our services, you include our business name, logo and social media accounts, so others can also experience our services.​