Terms & Conditions

Agreement to these terms

These terms and conditions (the Terms) apply to your use of this website and to every order you place with us. By using the website, creating an account or placing an order, you agree to these Terms, our Shipping Policy, our Returns & Refunds Policy and our Privacy Policy, which form part of this agreement. If you don't agree, please don't use the website or place an order.

About us

This website is operated by PetDashAU Pty Ltd (ABN 12 345 678 901), an Australian business based in 1 Example Street, Melbourne VIC 3000. In these Terms, “we”, “us” and “our” mean PetDashAU Pty Ltd, and “you” means the person using the website or buying from us.

Using our website and your account

• You must be at least 18 years old, or have a parent or guardian's permission, to place an order.
• You can browse and buy as a guest, or create an account to save your details, track orders, manage subscriptions, collect rewards and request returns.
• Please give us accurate, current information and keep your password confidential. You are responsible for everything done through your account, so tell us straight away if you think it has been used without your permission.
• We may suspend or close an account, or refuse service, if we reasonably believe these Terms have been breached, an account is being misused, or we suspect fraud.

Products and pet health information

We take care to describe our products accurately, including their size, ingredients and directions. Packaging and formulations are set by manufacturers and can change, so the label on the product you receive is always the best guide. Colours on screen may vary slightly.

Hygiene and consumable products

For hygiene and safety reasons, consumable and hygiene products (such as pet food and treats, supplements, shampoos, grooming and dental products, wipes, litter, waste bags, and flea, tick and worm treatments) are non-returnable and non-refundable once they have been opened or used, unless they arrived damaged, defective or in bad condition. Please check each product's packaging, seal and best-before date when it arrives. The details are in our Returns & Refunds Policy.

Prices, GST and errors

• All prices are in Australian dollars (AUD). Prices include GST, and we issue tax invoices.
• The shipping cost, and any discount, is shown at checkout before you pay.
• We make every effort to price products correctly. If a product is listed at an obvious error (for example, a price that is clearly wrong), we may cancel the order and refund you in full, or contact you to confirm the correct price before we dispatch.
• Prices and availability can change without notice. The price you pay is the price shown when you complete your order.

Orders and contracts

• When you place an order, you make an offer to buy. We email you an order confirmation, but a contract between us is formed only when we dispatch your items (or tell you we've accepted your order).
• We may decline or cancel an order, in whole or in part, for reasons such as the product being out of stock or discontinued, a pricing or description error, an address we can't deliver to, suspected fraud, or quantities that look like commercial resale outside a trade account. If we cancel after you've paid, you'll receive a full refund.
• You can cancel an order yourself from My Orders while it is still Pending (unpaid). Once it is paid, please contact us as soon as possible and we'll try to amend or cancel it before it is dispatched.
• We may limit quantities per customer for some products.

Payment

You can pay by the methods shown at checkout. Card payments are processed securely by Stripe on its own payment page, so your full card details never pass through or are stored on our systems. By paying, you confirm that you are authorised to use the payment method. If a payment is declined, reversed or disputed, we may cancel the order. Please contact us about any problem before disputing a charge with your bank, so we can help quickly.

Delivery and risk

We deliver within Australia only. Delivery times are estimates; see our Shipping Policy for dispatch times, rates, tracking and what we do if a parcel is lost or damaged. Ownership of the goods passes to you when we receive full payment, and the risk of loss or damage passes to you when the goods are delivered to the address you gave us.

Returns, refunds and consumer guarantees

Our Returns & Refunds Policy explains how to return eligible unopened items within 30 days of delivery and how we handle damaged, defective or wrong items.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in these Terms limits those rights.

Discount codes, promotions and rewards

Discount codes and promotions

• Codes and promotions have the conditions shown with them (for example an end date, the products they apply to, or a minimum spend). Unless stated, one code can be used per order and codes can't be combined or redeemed for cash.
• First-order codes (such as welcome offers) are for customers who have not ordered from us before. We check this against your account and your email address, and may remove the code if you have already ordered.
• We may withdraw a code, or cancel an order that used it, if it was used in breach of its conditions, was obtained unfairly or was shared where it shouldn't have been.

Rewards (loyalty points)

• You earn points on what you pay for products (after discounts, and not on shipping) when you are signed in and your order is paid. Your tier and how points are earned and redeemed are explained on our Rewards & Subscriptions page.
• Points have no cash value, can't be transferred or sold, and can be used only against a purchase in your cart. Points earned on an order that is cancelled or refunded are removed. Where the Rewards page says points expire, unused points expire as described there.
• We may change, suspend or end the rewards program, and will give notice of changes that reduce the points you already hold. We may adjust or remove points obtained by fraud or misuse.

Subscribe & Save

• When you subscribe to a product, you authorise us to charge the card you saved at the price shown (currently 10% below the normal price) on each scheduled delivery date, and to place each order automatically.
• Each delivery is an ordinary order, and these Terms and our policies apply to it. We'll email you when each order is placed, and if a payment doesn't go through.
• You can pause, resume or cancel at any time under Account → Subscriptions. Changes apply to your next delivery. If a subscribed product becomes unavailable, we pause that subscription.
• The subscription price or discount may change. If it will affect your next delivery, we'll tell you in advance, and you can cancel before it takes effect.

Trade (wholesale) accounts

Trade accounts are for businesses. To open one you need a valid ABN and our approval, and you must give accurate business details. Trade prices, pricing tiers, payment terms and credit limits are set by us for each account, are confidential, and can be changed or withdrawn. If an account has invoice terms, you agree to pay each invoice by its due date, and we may suspend ordering while invoices are overdue or a credit limit is exceeded. You may resell trade goods in the course of your business, but you must not misrepresent them or make claims about them that we have not made. Orders can be placed by the people you add to your account, and you are responsible for what they order. Any further terms we agree with you in writing apply in addition to these Terms.

Reviews and your content

If you post a review, message or other content, you confirm it is honest, your own, and doesn't break any law or anyone's rights. You give us a free, non-exclusive, worldwide licence to display and use it on our website and in our marketing, in connection with our business, and we may show the first name you gave us alongside it. We may moderate, edit or remove content at our discretion, including content that is abusive, misleading, unlawful or off-topic.

Emails and notifications

We'll send you messages about your orders, deliveries, returns, account and subscriptions: these are necessary to provide the service. We'll send marketing emails and notifications (for example offers, cart reminders and “time to restock” reminders) in line with the Spam Act 2003 and our Privacy Policy. Every marketing email has an unsubscribe link, and you can manage preferences in your account.

Intellectual property

The website and its content, including text, photographs, graphics, logos, the PetDashAU name, product descriptions and design, belong to us or our licensors and are protected by copyright, trade mark and other laws. You may view and print pages for your own personal use. You must not copy, reproduce, scrape, republish, sell or create derivative works from our content without our written permission. Manufacturers' brand names and images remain the property of their owners.

Acceptable use

You must not use the website to break any law; attempt to access systems, accounts or data you aren't authorised to; interfere with its operation, security or performance; use bots, scrapers or automated tools to collect content or place orders; misuse discount codes or rewards; or submit false or misleading information.

Third-party services and links

We rely on third parties for payments, delivery and other services, and the website may link to other sites. We don't control those third parties or their sites and are not responsible for their content or practices, although we remain responsible to you for the goods we sell and the services we provide.

Disclaimers and limitation of liability

Nothing in these Terms excludes, restricts or modifies any right or remedy, or any guarantee, condition or warranty, that you have under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified.

Subject to that, and to the maximum extent the law permits:

• we provide the website “as is” and don't promise that it will always be available, uninterrupted or error-free;
• we are not liable for any indirect or consequential loss, or for loss of profit, revenue, data or opportunity, arising from your use of the website or the goods;
• we are not liable for harm caused by using a product contrary to its label or directions, or by delays or failures caused by events outside our reasonable control; and
• our total liability to you in connection with an order is limited to the amount you paid for that order.

These limits do not apply to the extent that the law doesn't allow them, including liability for death or personal injury caused by our negligence, fraud, and the remedies the Australian Consumer Law gives you for a failure to comply with a consumer guarantee.

Events beyond our control

We are not responsible for a delay or failure to meet our obligations caused by something outside our reasonable control, such as natural disaster, severe weather, fire, flood, epidemic, strike, supplier or carrier failure, power or internet outage, or government action. We'll tell you if an order is affected and offer a refund for anything we can't supply.

Privacy

We collect and handle your personal information as set out in our Privacy Policy.

Changes to these Terms

We may update these Terms from time to time. The version published on this page, with the “last updated” date, applies to orders placed after that date. For an order you have already placed, the Terms in force when you placed it apply. Please check this page now and then.

Governing law and disputes

These Terms are governed by the laws of Victoria, Australia, and you and we submit to the non-exclusive jurisdiction of the courts of that state and the Commonwealth. If you have a complaint, please contact us first. We'll acknowledge it promptly and aim to resolve it within 30 days. This does not affect your right to contact a consumer protection agency, such as your state's fair trading office or the ACCC.

General

These Terms, together with the policies they refer to, are the whole agreement between you and us about the website and your orders. If a provision is found to be unenforceable, the rest continues to apply. A delay in enforcing a right isn't a waiver of it. You may not transfer your rights under these Terms without our consent; we may transfer ours as part of a sale of our business.

Contact us

PetDashAU Pty Ltd, ABN 12 345 678 901
1 Example Street, Melbourne VIC 3000
Email: contact@petdashau.com
Phone: +61 2 1234 5678