Terms & Conditions

Last updated: 26 March 2024

Petgood AB's Terms & Conditions

GENERAL INFORMATIONS ABOUT PETGOOD AB

These terms and conditions (the "Terms") are provided by Petgood AB (559263-1351) ("Petgood AB", "us", "our" or "we").

CONTACT INFORMATION

You may contact us by using any of the contact details set out below ("Contact Information"):

Telephone number: +46 852 027 699
Email address: help@petgood.com
You can also contact us through our chat function on our website.

AGREEING TO THE TERMS

By creating an account, ordering products, or registering your information through our feeding plan or referral program, you agree to our Terms and Conditions.

CHANGES TO THE TERMS

We may modify these terms at any time. The terms and conditions that are available on the Site when you order Products from us will be the one that applies if we accept your order.

DEFINITIONS

"Account" means the account that you register and create on the Site.

"Contact Information" means the information set out under the section "Contact Information" above. "Functions" means the Site, your Account and the Products, jointly.

"Privacy Policy" means our Privacy Policy (https://petgood.com/pages/privacy-policy) which describes how we process personal data.

"Product or Products" means the product described under section "The Product" below which we have made available through the Site, together with any such other related equipment, services and information made available by us to you.

"Site" means our website (https://petgood.com/).

DESCRIPTION OF THE PRODUCT

More information about the Products can be found on the Site.

SETTING UP AN ACCOUNT

For ordering of the Products, you can create an Account. You are not allowed to transfer the Account to others, and you may only sign up one (1) Account. Once an Account has been created, and payment has been made where prepayment is required, the Products will be available and ready to order, as instructed in the Site.

ORDER OF PRODUCTS

We ask you to order the Products in accordance with the instructions on the Site.

Our confirmation of your order will take place when we email you. Our confirmation means that a contract have come into existence between you and us. If we are unable to confirm your order, we will inform you of this in writing and will not charge you anything.

If you need to change an order, please contact our customer service team using the Contact Information below. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Products, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

DELIVERY OF PRODUCTS

During the order process we will let you know when and where we will deliver the Products to you, including any pertaining goods or digital content.

The delivery time depends on whether the ordered Products are in stock, or if they are Products that are out of stock. Orders containing both in-stock Products and Products that are out of stock, may be held until all out of stock Products are in stock at us, at which time we will dispatch the entire order.

We may, at our own discretion, deliver the Products by instalments in any sequence. Delivery is made through the following freight partners:

● PostNord
● DHL
● Bring
● Budbee
● Airmee

You can read about our freight partners here:
PostNord: https://www.postnord.se
DHL: https://www.dhl.com
Bring: https://www.bring.se
Budbee: https://budbee.com
Airmee: https://www.airmee.com

Some alternatives may involve freight cost which in such a case is clearly stated when ordering. The expected delivery time is specified during the order process. Note that delivery of large packages can be changed to home delivery and that light packages can be delivered in the mailbox at your registered address. We do not guarantee that the freight alternatives are available at the destination that you wish delivery to be made to.

We deliver to the following countries/regions: Sweden, Belgium, the Netherlands, Finland, Denmark, Austria, the Czech Republic, Luxembourg, Poland, Slovakia, Germany, Bulgaria, Croatia, France, Hungary, Ireland, Italy, Portugal, Romania, Slovenia, Spain, Switzerland, Estonia, Latvia, Lithuania.. Delivery times, payment options, freight partners and freight cost may vary from what has been stated in these Terms if you want the Products delivered outside of Sweden. The specific terms applicable for a delivery of Products outside of Sweden will be communicated to you during the order process.

We have the right to charge you for handling that arises when you do not pick up your ordered Products in time from the place of delivery following transport of the Products. The same applies if you, or someone on your behalf, is not present at the time of delivery. We may cancel the delivery if you have provided us with incorrect, incomplete or inaccurate information before the delivery.

PRICES AND PAYMENT

PRICE INFORMATION

You must pay all applicable fees as set out and described on the Site for the Products that you have selected. The prices for the Products are set out on the Site and include any explicitly set out relevant delivery costs, value added tax (VAT) or other fees and taxes (as applicable). The price of the Products provided to you will be the price indicated on the order pages when you placed your order.

We have the right to change the prices for the Products. If we change the prices, we will notify you in advance. By continuing to order the Products after the price changes come into effect, you agree to be bound by the new prices.

PAYMENT INFORMATION

Payment for the Products can be made in accordance with what is set out below. We offer payments by way of:

Card payment
Klarna

We offer payments in cooperation with Klarna. On your payment, the third party processor's/provider's terms and conditions will apply: (https://www.klarna.com/international/terms-and-conditions/). You may be requested to identify yourself and credit reports may be pursued. Where we use a third party for payments, we will not have access to or store any payment information.

The Products may be paid for by credit or debit card. You must keep the payment information accurate and up- to-date. You agree to pay within the set time for the payment method you choose. We have the right to close down your Account until you have paid for all the charges incurred by you. Payment after due date can entail late payment fees and interest.

YOUR OBLIGATIONS

ELIGIBLE CUSTOMERS

We offer the Products to individuals acting as consumers (as defined under applicable local law).

You may not order the Products or use any of the Functions if you are below eighteen (18) years of age, unless you have legal permission from your legal guardian.

USE OF THE FUNCTIONS

When you use the Functions, you must always comply with all applicable laws and these terms. You may not use the App or the Site in a manner contrary to our, or any third party's, rights and interests. You agree to comply with all instructions and recommendations provided by us from time to time.

You agree that you are responsible for all activities that occur under your Account. Credentials for your Account must be kept secure at all times and you are forbidden to share data relating to your Account with any third parties. Should you suspect that your Account or your credentials have been or are being used by a third party you must contact us immediately by using the Contact Information.

We are entitled to decline or adjust an order from you and close down your Account in the event that you provide us with untrue, inaccurate, not current, or incomplete information when creating your Account. This shall also apply if you fail to comply with these Terms (for example if you have not paid for the Products in time) or other mandatory provisions by law.

OTHER OBLIGATIONS

We assume that the information, including contact information, that you provide us with is correct and up to date. The information, including contact information, that you have provided to us will be used when we provide you with information and/or materials, such as digital content etc.

We only supply the Products to you for private use. You may not use the Products for any commercial, business and/or re-sale purposes.

OUR LIABILITY

WARRANTY

As regards any Products in physical form, we are liable for original defects, such as a manufacturing defect. A defect that becomes visible within two (2) months will be considered as having been there from start, unless we can prove that the defect was not there upon purchase or delivery. After twelve (12) months it is up to you to prove that the defect was there upon purchase or delivery.

We are not responsible for any defects caused by you, for example where you have not complied with maintenance instructions or if you have mistreated the Products.

COMPLAINTS

If you discover a defect in a Product, you as a customer have the right to complain about it. You have to make the complaint within reasonable time (within two (2) months will always be considered as reasonable). You cannot make complaints in relation to defects discovered more than one (1) year after the purchase occasion of the Products. Therefore, always check your package as soon as you receive it. If your package is damaged, please document it with photos as we will need this when forwarding your complaint to our shipping partners.

Please then reach out to us at help@petgood.com. Remember to state your order number, reason for the complaint (for example wrong product, damaged product or missing product) and photos if applicable, and we can help you in the best and fastest way!

YOUR RIGHTS IN THE EVENT OF DEFECTS

In the event of defects, you may:

Require repair of the Products or require a new delivery, meaning that you will receive other equivalent products, provided that it may be achieved to a reasonable cost for us.
Require price reduction or compensation for repairing the Products.

Terminate the agreement, provided that the defect is of material importance to you.
Claim damages for costs that have arisen due to the defect. You may also claim damages in the event
something other than the Products that belongs to you or your family has been damaged because of the defect Products.

DELAY

Sometimes we may not deliver the Products within the period agreed between us (and you have not caused this delay). You can in the event of such delay:

Require that we fullfil the order and deliver the Products.
Terminate the agreement, provided that the defect is of material importance to you.
Claim damages (you may claim economic damages for any damage caused by the delay).

CANCELLATION

You may always cancel the Products before they have been delivered to you. If you cancel the order, we are entitled to compensation for costs that we have had in relation to the order.

Third party services as a part of our Products

Sometimes we may rely on third party services and/or product providers. Such providers act beyond our reasonable control and we shall not be held liable for any damages caused by an action or omission attributable to them.

Defects and delays beyond our control (force majeure)

We are not responsible for delays and defects outside our control. If our suppliers are delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided that we do this we will not be liable for defects and delays caused by the event, but if there is a risk of substantial defect or delay you may contact us to end the agreement and receive a refund for any Products you have paid for but not received.

WITHDRAWAL RIGHT

HOW TO EXERCISE THE RIGHT OF WITHDRAWAL

In accordance with the Act on Distance Contracts and Off-Premises Contracts (Sw. distansavtalslagen) you have the right of withdrawal within fourteen (14) days from the day on which you recieve the Products.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by a clear written statement. Please start by contacting us at help@petgood.com, add your order number and reasons why you want to return the product (e.g. exchange to another size), and we will help you further. Once we have received and handled your case, we will provide you with information regarding how to return the product.

You may also use this withdrawal form: The Swedish Consumer Agency's (Sw. Konsumentverket) standard form, which you may find here.

EFFECTS OF WITHDRAWAL

If you withdraw from a contract with us, we will reimburse all payments received from you provided that the Products are returned in an unchanged condition and have not lost in value due to your handling of the Products in a way that is not necessary for the examination of the Products. Refunds will be processed by using the same means of payment as you used for the initial transaction.

Any Products received that you no longer want must be returned by you. Products that you wish to return shall be returned without undue delay and in no event later than fourteen (14) calendar days from the day on which we are informed about your decision to cancel or until we have received evidence that the Products have been sent from you, whichever is the earliest.

To return any Products, you ship the items (including receipt or other proof of purchase) to the address provided by our support team (help@petgood.com). We will ask you to pay for the shipping costs for returning the Products.

Petgood’s Referral Program

Program Overview

The Petgood Referral Program is a discount system designed to reward our customers for sharing the benefits of our nutritious and sustainable products. The program is structured to provide incentives to both referrers and referrals.

The Petgoods Referral Program is exclusively available to customers with active subscriptions. Below is a detailed explanation of definitions and benefits for participants.

Acceptance of Terms

By accepting our terms and conditions, registering as a referrer/referral and/or sharing a referral link, you also agree to the terms of the Petgoods Referral Program.

Definitions

"Active subscription"
A subscription is defined as active in the referral program when it has an average monthly purchase amount over 500 SEK for dog products and 250 SEK for cat products, excluding any discounts. For subscriptions with mixed cat and dog products, an average monthly purchase amount over 500 SEK excluding discounts is required. The subscription must be active, meaning it is not canceled or paused.

"Referrer"
A referrer is the person who shares their referral link with a new subscriber.

"Referral"
A referral is the person who registers as referred and subscribes to a new subscription.

Benefits

For referrers: As a referrer, you will receive a 5% discount for each new customer you successfully refer. This discount will remain in your subscription provided that both the referrer (you) and the referred customer have active subscriptions.

For referred customers: New customers joining via a referral will receive a 5% discount, as long as the subscribed subscription meets the definition of an active subscription, and the referrer's subscription status is active. The discount for the referred customer applies from the first renewal in the subscription. Referred customers can in turn refer new customers, acting as referrers, to increase their discount.

How It Works

Approach: This article provides practical information on how you as a customer can refer and how it works to be referred.
Application of Discount: The discount is applied to the referrer and the referred subscriptions within 24 hours of completing the referral. The discount cannot be redeemed for cash or used on one-time purchases.

Limitations

Only new subscribers provide discounts: A referrer will only receive discounts for referring a customer who is new at the time of referral, i.e., not previously referred and not an existing subscriber.
Referrers cannot be changed: A referred customer can only be linked to one referrer, creating a lasting connection.
Maximum discount limits: Discounts are applied to active subscriptions. The discount is calculated on the subscription price after any other discounts, with a monthly cap of 2000 SEK. An active subscription as per the above definition is required for eligibility for discounts.

Data and Tracking

Communication: As a referrer or referral, you agree to receive emails with information related to the referral program.
Monitoring and Adjustments: The program includes daily automatic checks of subscription status and discount adjustments.
Data Sharing: When you join the Referral Program by referring a new customer or being referred by an existing customer, both the referrer and the referred consent to data about subscription status and activity being shared between the two parties on their respective account pages. The shared data includes names, referral links, email, and subscription and purchase status data, i.e., whether the subscription is active or inactive.
Referral Tracking: Insight into referral status and explanations for inactivity are available on each subscriber's account page.

Exceptions and Special Customer Groups

Breeder Inclusion: Breeders with active subscriptions are welcome to participate in the Petgoods Referral Program in combination with the terms of Petgood Breeder’s Club.
Existing Subscribers: Existing subscribers retain all or part of the existing discount associated with the subscription, as long as their subscription remains active.

Petgood's Feeding Plan

When you fill out our feeding plan, you consent to us saving the data shared in the feeding plan, using it to enhance your shopping experience, and to receive emails with information and offers related to the feeding plan.

Customer reviews

Customers are able to leave reviews on Trustpilot after either receiving a sample of our product/s, or after the purchase of one or more of our products from our website or from a retail partner.

Taste guarantee

Our mission is to create a more sustainable and transparent pet world and want to give more pet owners the chance to try petgood. As a first-time buyer you therefore have the opportunity to get 100% money back if your dog or cat (against all odds) dislikes our food. You can take advantage of the taste guarantee if:

You are a a first-time buyer of pet food from www.petgood.com
Dog: Your order is 5 kg or less
Cat: Your order is 2 kg or less
Your four-legged friend does not like the taste of the food
You get back to us within 30 days of your order
To use the taste guarantee simply record a video of your furry friend (not) eating the food and attach the video together with your order number in an email (help@petgood.com). We will then take care of your case and get back to you as soon as possible.

PRIVACY

We process your personal data in accordance with our Privacy Policy.

PROPERTY AND INTELLECTUAL PROPERTY RIGHTS

OUR RIGHTS

The Site is owned and operated by Petgood AB. All copyrights, trademarks, trade names, logos and other intellectual or industrial property rights held and used by us as well as those presented in the Functions (including titles, graphics, icons, scripts, source codes etc.) are our property or third party licensors' property and must not be reproduced, distributed, sold, used, modified, copied, limited or used (in whole or in part) without prior written permission.

RESPECT FOR OUR PROPERTY

You must not tamper with, attempt to gain unauthorised access to, modify, hack, repair or otherwise adjust any of our material, hardware, source-codes or information for any purposes.

RESPECT FOR OUR INTELLECTUAL PROPERTY

The Products and other information, including all associated intellectual property rights, provided and made available by us, remain our exclusive property. You may not use our exclusive property for commercial or any other purposes without our written consent.

APPLICABLE LAW

Swedish law shall apply to these Terms and our legal relationship in general.

COMPLAINTS AND DISPUTES

If you have any complaints, please contact our support department by sending an email to help@petgood.com.

We will always first try to solve your complaints through discussions between you and our support department. In the event of a complaint or dispute you may, however, always contact the Swedish National Board for Consumer Disputes (Sw. Allmänna reklamationsnämnden).

Disputes regarding the interpretation and application of these Terms shall be resolved by the Swedish National Board for Consumer Disputes or by the competent ordinary court. In the event of a dispute at Swedish National Board for Consumer Disputes we will follow the Swedish National Board for Consumer Disputes descision.

Please also note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform available at ec.europa.eu/consumers/odr.

Terms are subject to change, with participants duly notified.

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