We know that every box of day-old chicks you buy is an investment in your farm and your family’s livelihood. That’s why we have a Compensation Program in place — to give you peace of mind and confidence when you choose us.
If something goes wrong under qualifying conditions, this program clearly explains how we assess and support our farmers fairly and transparently. It’s built on partnership, honesty, and good farm management — because when you succeed, we succeed.
Customers who purchase Broiler or Layer day old chicks from us will fall under a compensation program with terms below
1. A temperature and humidity log is to be kept in the brooder at floor level for the full 7 days of brooding using a calibrated temperature data logger and records shared with us . Manual recordings not allowed. If you don’t have log data for 7 days then the compensation program will not cover your order. Navigate for assistance on how to install and use a data logger
2. A properly completed day old chicks questionnaire is submitted with relevant data and evidence for each compensation request.
3. Maximum compensation is 10% of dead chicks in the first 7 days and final figure will be based on information and evidence supplied. Compensation is based on deaths and not growth rates. If you don’t measure or record feed, medications, water supplied and temperature then the compensation program wont cover your order. Click here for further information on hatching statistics.
4. No cash compensations will be made. Compensation will be in resupply of day old chicks or reduced future purchase price or discounts at an agreed and suitable date with customers.
5. Day old chicks collected after 1 days from when Ready to Collect notice is emailed and SMS’ed to customer, or courier orders not delivered within 5 days to customers are not covered by the compensation program.
6. Claims must be lodged within 7 working days of the date supplied or 25 days from delivery date or 30 days from collection or dispatch date, whichever is the latest date. Late claims will not be entertained.
7. Compensation program does not apply to replacement chicks.
8. All communications will be via email or via our HelpDesk system . No other channels will be monitored or responded to for any compensation requests.
9. Customers not satisfied with the outcome of the process or compensation are entitled to approach a court of law or Consumer Ombudsman for arbitration or a court order.
The compensation program is not for replacing day old chicks where the farmer has not followed proper brooding processes (cleaned and sterilized the coop, supplied proper feed and water, appropriate heat for first 7 days , protection from pests, good biosecurity practices, proper and dry bedding, no long power outages experienced, proper ventilation etc) and exercise due care in ensuring day old chicks are safe from pests and cared for properly in a coop or building they use that is operational and in good order.