Review version 11 October 2026
These terms explain who can join NarpsUK, how membership is paid for and renewed, the responsibilities of member businesses, and what happens when membership ends. Read them alongside the Cancellation and Refund Policy, Code of Practice, Complaints and Disciplinary Procedure and Privacy Policy. Software users must also read the Software Data Processing Agreement and the applicable software terms.
NarpsUK is operated by NARPS LIMITED, company number 06399784. Contact us at info@narpsuk.co.uk. Membership is held by the member business, rather than separately by each employee. The person registering and accepting these terms must be at least 18 and authorised to act for the business.
The member business is responsible for ensuring that its owners, staff and anyone providing services on its behalf follow the applicable NarpsUK membership rules and Code of Practice. Membership does not make those individuals employees or agents of NarpsUK.
Members confirm acceptance of the membership rules using the registration acceptance box. The package, benefits, fees and payment option shown in the order information apply to that purchase. Members should provide accurate business and contact information and keep it up to date.
A business may join while setting up. Joining does not authorise it to begin work before the insurance, licences and other requirements applicable to its services are in place. Benefits vary by package; membership does not mean every member has access to every document, software function or discount.
Monthly membership runs on a rolling monthly basis with no minimum commitment. Recurring payments continue until cancelled. You can cancel at any time using “Cancel my subscription” on your account page. No further subscription payments will be taken after cancellation, and access continues until the membership expiry date for the period already paid for.
Cancellation and refund rights are explained in the separate Cancellation and Refund Policy. Cancelling future payments is different from requesting a refund of a payment already made.
Annual membership does not renew automatically. We send a reminder a few days before expiry. To continue, you must log in, renew and pay. If you do not renew, membership expires; we send one follow-up email after expiry.
Verified former paid members returning to Silver or Gold within 12 months of expiry pay the normal renewal price with no rejoining fee. After 12 months, a one-off rejoining fee of £49 for Silver or £59 for Gold applies, plus the normal subscription. These concessions remain available regardless of how long ago membership expired, including before 27 February 2009. Returning members choosing monthly payments pay the applicable rejoining fee and the first month; three months in advance are not required. Prices must be shown before payment. Existing active-member upgrade and downgrade arrangements continue to apply.
Members must follow the Code of Practice and applicable law, including animal welfare, health and safety and relevant local rules. General duties of conscientious care, honesty and professional conduct apply alongside the specific membership requirements below.
Members agree to these requirements on registration. NarpsUK does not routinely verify every member’s insurance, criminal-record certificate or licence. Membership must not be represented as a guarantee that all documents have been individually checked. We may request relevant evidence when investigating a complaint or suspected breach.
The postcode search is for current registered members. When membership expires, the listing is removed from the search. Permission to display NarpsUK membership logos and emblems or describe the business as a current NarpsUK registered member ends when membership expires and resumes when membership is renewed, subject to any disciplinary restrictions.
Members must keep published business information accurate and use NarpsUK branding only in accordance with the applicable logo rules. Membership does not entitle a business to speak on behalf of NarpsUK or imply that NarpsUK guarantees its individual services.
Silver and Gold members may continue using and adapting forms and contracts downloaded during their paid membership for their own business after membership expires. They may supply these documents to their own clients for the intended business purpose, including completion and signature.
This is a continuing licence to use the documents for that business; it does not transfer NarpsUK’s or the relevant owner’s copyright. Templates must not be sold, shared or distributed to other businesses. Members remain responsible for adapting documents appropriately and ensuring suitability for their own services.
Expired members can log in to renew, but expiry ends access to paid member benefits and software use. Historical software data remains available on renewal unless the account has been permanently deleted. Retention and processing are subject to the Software Data Processing Agreement and Privacy Policy.
Permanent account deletion is different from cancelling a subscription. It removes the account and its live software data irreversibly. It also removes eligibility for returning-member concessions because the system cannot recognise the deleted account as a previous member. Export needed records before requesting deletion and read the deletion warning. Limited residual backups and separately retained NarpsUK records are explained in the data policies.
Suspected breaches are handled under the Complaints and Disciplinary Procedure. Members have an opportunity to respond before a warning or final decision. Serious concerns may justify a temporary suspension while investigated. Removal following an upheld breach does not entitle the member to a refund, except where required by law.
Review version 11 October 2026
This policy distinguishes cancellation of future membership payments from a request to refund a payment already made. It applies alongside the Membership Terms and Conditions and does not exclude any rights or remedies required by law.
You can cancel at any time by clicking “Cancel my subscription” on your account page. There is no minimum commitment. No further subscription payments will be taken, and membership access continues until the expiry date for the period already paid for. Contact info@narpsuk.co.uk if you need help using the cancellation option.
Annual membership is not automatically renewed. If you do not want another year, you do not need to renew or make another payment. Your membership expires at the end of the paid period. A renewal reminder is sent a few days before expiry, followed by one email after expiry if you do not renew.
Payments already made are non-refundable for a change of mind, except where a refund is required by law. You can cancel future monthly payments at any time as described above. This policy does not remove an applicable statutory cooling-off right or other legal remedy.
Silver and Gold include downloadable business materials, such as forms and contracts. NarpsUK offers a refund within 14 days of purchase if you have not logged in to your account. Once you log in and the materials are made available, our change-of-mind policy is that these payments are not refunded, subject to applicable law.
Any loss of an applicable statutory cancellation right for digital content depends on the required express consent, acknowledgement, supply and contract confirmation. Logging in alone does not override a statutory right. This policy does not exclude remedies for faulty, misdescribed or undelivered content or services, or any cancellation rights that remain applicable to membership services.
Send your request to info@narpsuk.co.uk or use the website contact form. Include your business name, account details, payment date and reason for the request. These details help us locate the transaction; they do not restrict the means by which a statutory cancellation right can be exercised.
If membership is ended following an upheld breach of NarpsUK’s terms, no refund is provided under our policy, except where required by law. If membership access was temporarily suspended during an investigation and the complaint is not upheld, membership is reinstated and the expiry date is extended by the number of days access was suspended.
Cancelling a subscription does not permanently delete an account. Permanent deletion removes the stored live software data and eligibility for returning-member concessions. Read the separate account-deletion warning and export needed records before choosing deletion.
Review version 11 October 2026
This procedure explains how NarpsUK handles complaints about its own service and allegations that a member business has breached its membership rules or Code of Practice. A complaint is not treated as an established fact merely because it has been received.
We consider complaints about NarpsUK’s own membership, support and related services, and relevant allegations of breaches by member businesses. These may concern animal welfare, safety, insurance, key-holder checks, dog-walking limits or professional conduct.
Broad Code of Practice principles are assessed in context. We consider the conduct alleged, evidence, circumstances and seriousness. Dissatisfaction alone does not establish a breach. NarpsUK may investigate conduct underlying a contractual dispute, but does not adjudicate a client’s entitlement to a refund or compensation from a member and does not provide a mediation service for those financial disputes.
Formal complaints must be submitted in writing to info@narpsuk.co.uk or through the website contact form. Telephone callers are directed to these channels. We do not record or begin investigating the allegation until it arrives in writing.
Please provide your contact details, the member business and relevant account or service details, the incident dates, a clear description of what happened and any supporting evidence. For a complaint about NarpsUK itself, identify the service and explain the issue. We may ask for further information needed to understand or investigate the matter.
We aim to acknowledge a written complaint within five working days of receipt. We aim to provide an outcome within a further 20 working days of acknowledgement. If that is not possible, we will give a progress update explaining the delay, what remains outstanding and when a further update can be expected. These are service targets; complex cases may take longer.
We assess the information supplied and give the member details sufficient to understand and respond to the allegations. The member has an opportunity to explain their account and provide relevant evidence before a warning or final disciplinary decision. We may request insurance certificates, relevant licences or criminal-record-check evidence where necessary to investigate a disputed requirement.
Findings are based on the information and evidence available. We do not count an unsubstantiated complaint as a disciplinary strike.
Complaints are handled confidentially, with access limited to people who need the information to investigate or decide the matter. Complainants’ names and other identifying details are withheld where possible, but complete anonymity cannot be guaranteed. The circumstances may reveal identity, and some information may need to be shared for a fair investigation or where required by law. Records are handled under the Privacy Policy.
Where a complaint raises serious animal-welfare or client-safety concerns, NarpsUK may temporarily suspend membership access and remove the business from the postcode search while the matter is investigated. A temporary suspension is a precaution and is not a finding that the allegation is true.
The member will be informed of the suspension and its reason, so far as it is appropriate to disclose. The suspension must be reviewed as the investigation progresses. If the complaint is not upheld, membership and the listing are reinstated, provided other membership requirements are met, and the expiry date is extended by the number of days membership access was suspended.
For substantiated minor breaches, the normal approach is:
The member’s response and the evidence must be considered before a warning is issued. The action taken should reflect the circumstances and seriousness of the upheld breach.
An ordinary warning remains active for 12 months from the date it is issued. A further upheld breach while relevant warnings are active may lead to the next disciplinary stage. An expired warning no longer automatically counts as a strike.
A confidential historical record may be retained after a warning expires, clearly marked as expired and subject to the applicable retention policy. In serious cases the committee may consider relevant history, including its age and seriousness, and explain why it is relevant. Records are not retained indefinitely without a justified purpose.
Serious complaints may be referred directly to the disciplinary committee without first completing the ordinary warning stages. The committee considers the evidence and member’s response and decides the appropriate action, which may include a warning, conditions to address the breach or removal from the register.
A final committee decision is communicated to the member in writing, with the findings, reasons, action and reconsideration option. Removal ends current registered-member status and permission to use membership branding. No refund is provided following removal for an upheld breach, except where required by law.
A member may request reconsideration by writing to info@narpsuk.co.uk within 14 calendar days of receiving the written disciplinary decision. The request must identify new evidence or a factual error and explain how it could affect the decision.
The disciplinary committee considers the request and communicates its response in writing. This is reconsideration by the committee, not an independent appeal. Any suspension or disciplinary restriction continues unless NarpsUK decides otherwise.
The same written channels and acknowledgement and response targets apply to complaints about NarpsUK’s own services. Such complaints are investigated as service complaints and do not count as disciplinary strikes against a member. This procedure does not restrict any legal right or route to an appropriate regulator or court.