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Terms of Service
Effective date: 22 June 2026
Last updated: 22 June 2026
These Terms of Service ("Terms") form a legally binding agreement between you ("you," "your," "Customer") and DRAEN LLC, a New Mexico limited liability company trading as Draen ("Draen," "we," "us," "our"), governing your access to and use of https://getdraen.com (the "Site"), our products (the "Products"), and any related services, content, and transactions (collectively, the "Services").
Please read these Terms carefully. They set out how disputes are resolved (Section 19). Nothing in these Terms affects your statutory rights as a consumer, which always apply in addition to them. By accessing the Site, creating an account, placing an order, subscribing to our communications, or otherwise using the Services, you agree to be bound by these Terms, our Privacy Policy, Cookie Policy, Refund & Return Policy, and Shipping Policy, each incorporated by reference. If you do not agree, do not use the Services.
1. Eligibility
You must be at least eighteen (18) years old and able to form a legally binding contract to use the Services or buy a Product. By using the Services you represent that: you are at least 18; you are not located in, or a resident or national of, any country subject to UK trade sanctions or embargo; you are not on any UK government list of designated, prohibited, or restricted parties; the information you provide is true and complete; and you will use the Services only for lawful purposes. We may refuse service, terminate accounts, cancel orders, or limit quantities at our reasonable discretion.
2. Product nature and safety — important notice
Our Products are household cleaning products — laundry additives designed to help dissolve and remove pet hair when used in a washing machine. They are not medicines, cosmetics, food, or biocidal/disinfectant products, and we make no antibacterial, antiviral, sanitising, or germ-kill claims. The Products are classified, labelled, and packaged in accordance with the GB CLP Regulation (retained Regulation (EC) No 1272/2008) and labelled in accordance with the retained Detergents Regulation (EC) No 648/2004.
You must read the label and follow the directions before each use. Use the Product only as directed on the pack and only in a washing machine. Do not use it on or near skin, hair, eyes, pets, or any part of the body; do not ingest it; do not mix it with bleach or other cleaning products; and use a hot wash only where the label requires it. Keep out of the reach of children and pets. In case of contact with eyes or skin, or accidental swallowing, follow the first-aid guidance on the pack and seek medical advice (call NHS 111, or 999 in an emergency) with the container to hand. Full ingredient, hazard, and safety information appears on the pack and is available on request. You are responsible for following the labelled directions and any local rules on use and disposal.
3. Account registration
Certain features (order history, subscription management, saved addresses) require an account. You agree to provide accurate, current information and keep it updated; keep your credentials confidential; be responsible for activity under your account except to the extent caused by our failure; and notify us immediately of any unauthorised access at contact@getdraen.com. We may suspend or terminate your account where reasonably necessary, including for violation of these Terms, suspected fraud, abusive returns or chargeback patterns, or harassment of our staff.
4. Orders, pricing, and payment
4.1 Orders. All orders are offers to purchase, subject to our acceptance. We may accept, decline, or limit any order, including after a confirmation email, for legitimate reasons (pricing errors, unavailability, suspected fraud, payment declined, shipping restrictions, or breach of these Terms). Order confirmation emails confirm receipt, not acceptance. A contract is formed, and acceptance occurs, when we dispatch the Product.
4.2 Pricing and errors. Prices are listed in pounds sterling (GBP) and include VAT where applicable. Delivery charges are shown separately at checkout. We may change prices, promotions, and availability at any time, but changes do not affect orders already accepted. Where a Product's correct price is obviously different from the price shown and the error is one you could reasonably have recognised, we are not obliged to supply at the incorrect price; we will contact you before dispatch and, if we cancel, issue a full refund.
4.3 Payment. We accept the payment methods shown at checkout, processed by Shopify Payments (Stripe). By submitting payment information you confirm you are authorised to use the method and authorise us (or our processor) to charge the full amount, including taxes and delivery. Failed payments may result in cancellation.
4.4 Promotions and discount codes. Subject to the terms shown at the time of the offer. Unless stated otherwise: codes are single-use per customer, cannot be combined, are not transferable, have no cash value, and may be withdrawn at any time. Any reference price displayed (e.g., a "was" price) reflects a price genuinely charged by us in the relevant prior period, in line with consumer protection law and CMA pricing guidance.
4.5 VAT. Prices for consumers include UK VAT where applicable; our UK VAT number is [UK_VAT_NUMBER]. A VAT invoice or receipt is available on request at contact@getdraen.com.
5. Shipping and delivery
Governed by our Shipping Policy. As a consumer, the Products remain at our risk until delivered to you or a person you have identified to take delivery; risk passes to you at that point. Ownership passes once we have received payment in full and the Products have been delivered. Unless agreed otherwise, we will deliver within 30 days of the day the contract is formed. Events beyond our reasonable control (weather, customs, civil unrest) are not our responsibility, though we will assist in good faith. If we cannot deliver within the time agreed or within 30 days, you may agree a new date or cancel for a full refund.
6. Refunds, returns, and our 30-day money-back guarantee
Governed by our Refund & Return Policy. Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
7. Subscriptions and recurring billing (if applicable)
Where we offer subscriptions ("Subscribe & Save" or similar), you authorise us (or our processor) to charge your payment method on a recurring basis until cancelled. You may cancel at any time before the next billing cycle through your account dashboard or by emailing contact@getdraen.com; cancellation is effective for future cycles only and we do not pro-rate the current cycle. We will give you clear information before you sign up, send a reminder before each renewal, and make cancellation straightforward, in line with applicable UK consumer law (including the Digital Markets, Competition and Consumers Act 2024 subscription rules as they take effect). Renewal pricing may change with at least thirty (30) days' notice, and you may cancel before the change takes effect.
8. Reviews, testimonials, and user-generated content
8.1 Authenticity. We do not publish fake or undisclosed incentivised reviews, suppress genuine negative reviews, or attribute reviews to people who do not exist. Publishing or commissioning fake reviews is prohibited under the Digital Markets, Competition and Consumers Act 2024 and the Consumer Protection from Unfair Trading Regulations 2008, and we do not do it. Testimonials reflect real customers' experiences; individual results vary.
8.2 Your submissions. If you submit content (reviews, photos, videos, social posts tagged to us — "User Content"), you grant us a perpetual, worldwide, non-exclusive, royalty-free, sub-licensable, transferable licence to use, reproduce, distribute, modify, adapt, publicly display and perform, and create derivative works of it in any media now known or later developed, for any business purpose including marketing. You waive moral rights to the extent permitted by law. You represent that: (a) you own or control all rights to it; (b) it is accurate and not misleading; (c) it does not infringe any third-party rights; (d) it complies with these Terms and applicable law; and (e) where you have a material connection to us (free product, payment, employment), you have disclosed it, as required by consumer protection law. We may, but need not, monitor, edit, or remove User Content at our reasonable discretion.
9. Intellectual property
9.1 Our IP. All content on the Services — including the Draen name, logos, trade dress, wordmark, taglines, product names, formulations, packaging, photographs, illustrations, videos, audio, text, graphics, software, code, and the selection and arrangement thereof — is owned by DRAEN LLC or our licensors and protected by UK and international IP laws, including the Copyright, Designs and Patents Act 1988 and the Trade Marks Act 1994. We grant you a limited, revocable, non-exclusive, non-transferable licence to use the Services for personal, non-commercial purposes under these Terms. All rights not expressly granted are reserved.
9.2 Prohibited uses. Without our prior written authorisation, you may not: reproduce, distribute, modify, publicly display or perform, republish, download, store, or transmit any content from the Services; use the Services for any commercial purpose, including resale, scraping, text and data mining, or training machine-learning models; use our trade marks, trade dress, or brand identity, including in keyword bidding, domain names, social handles, or product packaging; frame, mirror, or deep-link any part of the Services without consent; or reverse engineer, decompile, or extract source code, except where this restriction is prohibited by law.
9.3 Copyright complaints. If you believe content on the Services infringes your copyright, email contact@getdraen.com (marked for the attention of Legal) with: identification of the work, the location of the material on the Site, your contact details, and a statement of good-faith belief and accuracy. We will consider notices in line with the Copyright, Designs and Patents Act 1988.
9.4 Feedback. If you send suggestions or feedback, we may use them for any purpose without compensation or attribution.
10. Acceptable use
You agree not to: (a) violate any law or regulation; (b) infringe any third-party right; (c) transmit malware or harmful code; (d) interfere with the operation of the Services; (e) circumvent any access controls; (f) impersonate any person or entity; (g) collect personal data about other users; (h) use the Services to send unsolicited communications; or (i) post fake or misleading reviews. We may remove content or restrict access for breach of this Section.
11. Third-party services
The Services integrate with or link to third-party services (e.g., Shopify, Shopify Payments and Stripe, Meta Pixel, shipping carriers, social media platforms), which have their own terms and privacy policies. We are not responsible for third-party content, services, or practices.
12. Disclaimer of warranties
Nothing in this Section limits your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 that goods be of satisfactory quality, fit for purpose, and as described, and that services be provided with reasonable care and skill. Those rights always apply. Subject to that and to the maximum extent permitted by law, the Services and content are provided "as is" and "as available," and we do not warrant that the Services will be uninterrupted, error-free, secure, or virus-free, that defects will be corrected, or that content will always be accurate. We do not warrant that the Products will produce any particular result; performance depends on correct use as directed on the pack, water temperature, machine type, and the nature of the load.
13. Limitation of liability
Nothing in these Terms excludes or limits our liability where it would be unlawful to do so, including liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; breach of your statutory rights as a consumer (including under the Consumer Rights Act 2015); and defective products under the Consumer Protection Act 1987.
Subject to that: we are responsible for foreseeable loss or damage caused by our breach of these Terms or our negligence, but not for unforeseeable loss. We do not supply the Products for business use and will have no liability for loss of profit, loss of business, business interruption, or loss of business opportunity. Subject to the first paragraph of this Section, our total liability for any other loss arising under or in connection with these Terms, the Services, or the Products will not exceed the greater of (a) the amount you paid us in the twelve (12) months before the event giving rise to the claim, or (b) one hundred pounds sterling (£100).
14. Indemnification
If you use the Services in breach of these Terms or the law, or in a way that infringes a third party's rights, you agree to be responsible for the reasonable losses, costs, and expenses (including reasonable legal fees) we suffer as a direct result. This does not apply to losses caused by our own breach or negligence and does not affect your statutory rights. We will notify you of any claim and give you a reasonable opportunity to respond.
15. Termination
We may suspend or terminate your access where reasonably necessary, including for breach of these Terms, giving notice where practical and lawful. On termination: your right to use the Services ceases; Sections that by their nature should survive (including 2, 6, 8.2, 9, 12–21) survive; and we may delete your account and data, subject to our retention obligations. Termination does not affect any order already placed or your statutory rights.
16. Modifications
We may modify these Terms from time to time. The current version is always posted on the Site with the "Last updated" date. Material changes will be communicated by email (if you have an account or have given an email) or by prominent notice on the Site at least seven (7) days before they take effect, except where immediate change is required by law or to address a security risk. Changes do not apply retrospectively to accepted orders. Continued use after the effective date constitutes acceptance.
17. Governing law and jurisdiction
These Terms and any dispute arising from them or the Services are governed by the laws of England and Wales. As a consumer, you also benefit from the mandatory consumer-protection provisions of the law of the part of the UK in which you live. You and DRAEN LLC agree that the courts of England and Wales have jurisdiction, except that if you live in Scotland you may bring proceedings in the Scottish courts, and if you live in Northern Ireland in the Northern Irish courts.
18. Dispute resolution
18.1 Talk to us first. Please contact contact@getdraen.com with a description of the issue and your order details. We aim to respond and try to resolve it within sixty (60) days.
18.2 Alternative dispute resolution. If we cannot resolve a dispute, you may be entitled to refer it to a certified ADR provider; we will tell you the relevant provider's details if a dispute cannot be settled directly. Using ADR is voluntary and does not affect your right to go to court.
18.3 Your right to go to court. Disputes are dealt with by the courts as set out in Section 17. You may also seek free advice from your local Citizens Advice (https://www.citizensadvice.org.uk) or the consumer helpline on 0808 223 1133.
19. Notices
Notices to you may be sent to the email associated with your account or posted on the Site. Notices to us must be in writing to contact@getdraen.com, marked for the attention of Legal.
20. Miscellaneous
Entire agreement (these Terms plus the policies incorporated by reference; this does not exclude liability for fraud). Severability. No waiver. You may not assign these Terms without our consent; we may transfer them to another organisation without affecting your rights, telling you in advance, and you may cancel within 14 days if you do not wish to continue. Except as expressly stated, no one other than you and us may enforce these Terms under the Contracts (Rights of Third Parties) Act 1999. Force majeure: we are not liable for delays or failure due to events beyond our reasonable control; where a delay is substantial you may cancel and receive a refund for Products not delivered. Headings are for convenience only. "Including" means "including without limitation."
21. Contact
DRAEN LLC trading as Draen — Customer support and legal notices: contact@getdraen.com