FAQs

Answers to some Animals UK and Plants UK questions we have addressed already.

General queries?

Use this button for any general queries or comments of a technical nature about Animals UK/Plants UK or phone 07733 457640.

CD defective when received?

If you receive a defective CD we will replace it free of charge within three months of purchase. Please send back the original CD (returning the printed material, folder, original packaging or using other protective packaging is not necessary) with a note marked 'Defective CD' to:

• Gatekeeper Educational Ltd
• Waldron Down Cottage
• Blackboys
• Uckfield
• Sussex
• TN22 5NB

Damaged your CD?

If your CD is found to be defective outside the three months period or if you have previously installed and run the program successfully but your CD has become damaged.

Your licence allows you to make a reasonable number of copies for backup purposes. If you do not have your own working copy, note that the CD contains two backup copies. Navigate to the CD and double click on backupofsetup.exe or backup2ofsetup.exe. Unless your CD is severely damaged, one of these should install as normal.

If you want a replacement copy please send the original CD (returning the printed material, folder, original packaging or using other protective packaging is not necessary) with a note marked 'Replacement CD' and a cheque for £10:

• Gatekeeper Educational Ltd
• Waldron Down Cottage
• Blackboys
• Uckfield
• Sussex
• TN22 5NB

Problems installing or running the program?

Our programs have been thoroughly tested on a number of machines running the supported Microsoft Windows versions, but as with any complex PC software there may be unanticipated problems and conflicts with your software or hardware.

We are sorry if you have had any problems with our programs.

Please first check that your machine complies with the minimum hardware requirements and operating system as stated on the pack.

You can use this button to email us about any problems with Animals UK or phone 01342 810784. We will endevour to find a solution.

PocketPacks or Gatekeeper Guides defective when received?

Please inspect your PocketPacks or Gatekeeper Guides on receipt. If there is a problem we will replace them free of charge within a week of purchase. Please send back with a covering note to:

• Gatekeeper Educational Ltd
• Waldron Down Cottage
• Blackboys
• Uckfield
• Sussex
• TN22 5NB

Please note that although the PocketPacks and Gatekeeper Guides are laminated they are not waterproof and nothing is totally child-proof. We cannot replace items that have been water damaged or subjected to unreasonably hard use.

Applying for a refund?

We will offer a cancellation of your order and refund of any payment already made if for any reason we are unable to supply the goods within three weeks.

Individuals purchasing for themselves by phone, fax, email or online have a statutory right to cancel within seven days of receipt of the goods and receive a repayment.

In other cases refunds will be made at the discretion of the directors. If a program will not install or operate adequately on your machine please check that your machine complies with the minimum hardware requirements and operating system as stated on the CD pack. Please note that if a refund is made you cannot use the program on any machine.

Program CD refund. Please fill in the small number of details using this button, tick the refund box and we will mail you with a return number.

PocketPacks/Gatekeeper Guides refund. Please supply contact details, a brief statement on the nature of the problem and we will mail you with a return number.