Policies

How we handle Support Contact

Technical Support & Training for Cloud Software

Unlimited training and technical support is included in your Cloud Premium subscription at no additional cost.

Software

Updates for One-Time Purchases

One-time purchase users of 123Pet software can upgrade to a newer version or a different package by contact our sales team on 0121 314 4402. To upgrade to a new version release, software updates can be purchased for 50% of the current selling price. Speak to our sales team for more details. Version 11 users and older are no longer eligible for this discount.

Package Changes

Subscription customers always have the option to upgrade to a higher package of 123Pet software. All you have to do is pay the difference between the two packages, you do not need to re-contract when upgrading. If you wish to lower your package level you can move down one package version in any 12 month period. (E.G. moving from Professional to Standard package). Please note: It is not possible to move to a Solo subscription from any higher package.
One time purchase customers can upgrade simply by paying the difference between the two packages, please note is not possible to downgrade a one-time purchase package. For more information please contact our sales team for pricing and ordering on 0121 314 4402.

Second-hand software support.

Software purchased from an existing license holder or from other any other source is regarded as second hand and gives no automatic right to training, technical or any other kind of support. Support can be purchased from 123Pet at the current published rates and standards. Please call our sales team on 0121 314 4402 (option 1) to discuss the options available to you.

Privacy Policy

At Salon Iris Ltd, we are committed to your privacy. See our full Privacy Policy.

Lost Passwords and Serial Numbers

Salon Iris Security Passwords

Security Password Recovery is available for free as part of a Subscription or with a Support Plan. Otherwise, this service is chargeable. It is £99 for this service. Please speak to our sales team for more information.

Serial Numbers

Serial Number Recovery is available for free as part of a Subscription or with a Support Plan. Otherwise, this is a chargeable service. It is £99 for this service. Your serial number is located on both the original sales receipt and welcome letter. Please call our sales team for more details.

Database Passwords

Database Password Recovery is available for free as part of a Subscription or with a Support Plan. Otherwise, this is a chargeable service. It is £99 for this service. Database passwords are not set by Salon Iris and can only be added by the end user. Please consider all potential passwords before calling us for this service.

Other charges

Salon Iris Ltd does not charge monthly fees for using Direct Debit services however, we will charge late payment default fees if you fail to make your payments when due.

Late payment default fees will be charged as follows.

• a) £20.00 for each failed Direct Debit collection on due date
• b) £20.00 for each failed Credit / Debit Card collection on the due date

Language and Regional Settings Support

We provide sales and support in English only. We warrant our software will work correctly in the “English (UK)” default regional setting only. Although we have tested our software in many other settings, we can only provide full support and warranty correct functionality in the “English (UK)” default regional setting.

Software Suitability

123Pet software has been designed to be the industry leader in salon management software. 123Pet Profesional and above can export financial data to the desktop version of Quickbooks for accountancy purposes. 123Pet software is not a stand-alone accountancy software product.

Product and client data importing service

All data file importing is subject to the following terms;

The data file attached to an e-mail may contain client, product, service, employee information as requested by the recipient. This data is compiled from either client provided media/data / files or derived from product manufacturer/distributor ordering data files. Where product ranges contain pricing information, the end user should satisfy themselves as to the accuracy of this information in relation to their charging structure and amend to their own requirements as necessary. This data is supplied on an ‘AS IS’ basis. As such Salon Iris Ltd does not accept any liability as to its accuracy. By importing data file(s) into Salon Iris software, the end user agrees to indemnify Salon Iris Ltd against claims for any indirect, special, incidental or consequential damages of any character including, without limitation damages for loss of goodwill, work stoppage, computer failure or malfunction, or all other commercial damages or losses.

Backup Software

As part of a subscription with 123Pet, we will install a 3rd party program known as Livedrive. This program copies a footprint of specified folders from your PC and stores them on a military grade encryption protected UK server.

In order for this software to work correctly, there needs to be a constantly working internet connection. Without an internet connection, then Livedrive is unable to send these backups to the server and therefore 123Pet will not have access to any backups made whilst no connection was available.

As Livedrive is 3rd party software, Salon Iris Ltd is not responsible for updates to this software or any potential failings with Livedrive or your internet connection/internet service provider causing issues with Livedrive.

At Salon Iris, we will always endeavour to keep all of your services working where possible, but with 3rd party programs (e.g. Livedrive or Windows) it is not always in the control or remit of Salon Iris Ltd to be able to fix these programs.

We absolutely recommend that you regularly take manual backups of your database and store these on an external device such as a USB stick or external hard drive and keep this away from the computer, so that if any issues do occur with your Livedrive service, that you will still have backups of your database to rely on.

Please contact us on 0121 314 4402 to discuss this with us and get more information on our Livedrive service.

Windows XP & Vista

Windows XP & Windows Vista are no longer supported.

Previous versions of 123Pet

123Pet version 10 and older are now End Of Life products.

All prices are plus VAT at the current rate

Hardware

The use of emergency repair software must be undertaken only with the express permission/supervision of a salon Iris support engineer. Any use outside of these conditions will result in the loss of all support privileges and may incur additional costs to the end user/software licence holder. Any use of this method is entirely at the users own risk. This recovery software is supplied on a ‘AS IS’ basis. As such 123 Pet Care does not accept any liability as to its compatibility. By using this emergency recovery disk the end user agrees to indemnify 123 Pet Care Ltd against claims for any indirect, special, incidental or consequential damages of any character including, without limitation damages for loss of goodwill, work stoppage, computer failure or malfunction, or all other commercial damages or losses.

123 Pet Care supports only hardware supplied directly by us. Click Here to see our current hardware items & hardware pricing. Faulty hardware will only be accepted with an RMA number, to obtain this please refer to returns policy.

Any faulty / damaged goods must be notified in the first instance, by telephone within 24 hours of receipt. Faulty / damaged items must be returned within 28 days of purchase for a replacement. This does not affect your UK statutory rights. To receive replacement, all goods must be returned with a returns number. Under no circumstances will returns be accepted without an “RMA” ‘returns merchandise authorisation’ number. To receive an “RMA” number contact us on support@123petcare.co.uk or phone our help desk on 0121 314 4402

Following these steps will help ensure the products you’re returning to us arrive back correctly and in good condition. Failure to follow this procedure may result in your return being rejected upon receipt.

Before returning any item(s) to 123 Pet Care or hardware supplier please ensure you have:

1. A valid rma or ‘returns merchandise authorisation’ number from 123 Pet Care.
2. Enclosed all accessories unless informed otherwise.
3. Use all packaging that was originally supplied, or packaging fit for the purpose.
4. Use a label for clear display of the rma number
5. Ensure the full returns address is clearly displayed on the outside of the package, using a label.
6. Do NOT write directly on the box/packaging with pen/ink.
7. Securely seal the packaging using a similar method as per the original delivery.

Important: When returning any hardware for repair or replacement it is your responsibility to ensure that the goods are packed correctly in their original protective packaging, or packaging suitable / fit for this purpose. Any goods returned damaged due to poor or inadequate packaging will be charged for.

Please note, Hardware is not supplied on a trial basis. You should check hardware compatibility before ordering, if in doubt please contact our technical support department with your requirements.

Payment Plans

You should not enter into any credit agreement if you do not have sufficient funds to be able to maintain such.

Payment plans are a credit facility offered by 123 Pet Care Ltd Licenced by the Financial Conduct Authority (No: 586836) to its customers on a 0% APR basis. However, we do charge fees in accordance with our payment plan terms and conditions if you do not pay your bill when due. The charges are set out as below and a full copy of the Payment Plan agreement can be found here in addition to subsequent purchase postal and email confirmation correspondence.

£20.00 for each failed Direct Debit collection on due date
£20.00 for each failed Credit / Debit Card collection on due date

No charges will apply if your bank fails to fulfil its obligations under the Direct Debit agreement, or if your bank card is lost or stolen.

We will attempt to collect any funds payable on the due date and each subsequent business day thereafter for a period of up to 5 business days. For each failed payment the above applicable charge will apply.

If after 5 Business days we are unable to collect funds due we will suspend your account and contact you via your registered email address that you have provided to us at the commencement of this agreement to notify you that your account is in “breach” and therefore suspended.

If after Account suspension notice has been given you fail to remedy the “breach” within 5 business days we will close your account and cancel this agreement. No refunds are applicable under this policy for any payments should you or we terminate this agreement. We may, at our sole discretion pass on your remaining balance due plus any accumulated addition fees to a debt recovery agency.

Knowledge Base

Free access to our Knowledge base to all users of 123 Pet Care Software. Free for life. Click here to view our knowledge Base.