Terms of service

Welcome to our website. These Terms & Conditions govern your use of our services and purchase of our products. By placing an order, you agree to the terms outlined below.

General

By accessing and using our website, you confirm that:

  • You are at least 18 years old or have permission from a legal guardian
  • All information provided is accurate and complete
  • You agree to comply with these Terms & Conditions

We reserve the right to update or modify these terms at any time without prior notice.

Products & Nature of Fresh Food

Our products are freshly prepared pet meals, frozen to maintain quality and safety.

  • Products must be stored in a freezer immediately upon delivery
  • Shelf life and storage instructions must be followed strictly
  • We do not guarantee that every pet will accept the food, as preferences vary

All product descriptions, ingredients, and feeding guidelines are provided for general reference and should not replace veterinary advice.

Orders & Payment

  • All orders are subject to availability and confirmation
  • Full payment must be made before order processing
  • We reserve the right to decline or cancel any order at our discretion

Prices are subject to change without prior notice.

Delivery

  • Delivery timelines provided are estimates only
  • Customers must ensure someone is available to receive the order
  • Once delivered, responsibility transfers to the customer

We are not liable for:

  • Delays caused by third-party couriers
  • Failed delivery attempts due to unavailability
  • Product compromise due to delayed acceptance

Storage & Handling Responsibility

As our products are perishable:

  • Customers must immediately store products in a freezer upon receipt
  • Improper storage may result in spoilage and will not be eligible for refund

Refunds, Returns & Replacements

Please refer to our Refund & Return Policy for full details.

In summary:

  • No returns are accepted due to hygiene and safety reasons
  • Refunds/replacements are only considered for:
    • Damaged products
    • Incorrect orders
    • Unsafe or spoiled items upon arrival

Claims must be made within 24 hours of delivery with photo evidence.

Order Cancellations

  • Orders can be cancelled within 12 hours of placement
  • After this period, orders may already be in production and cannot be cancelled

Subscription (If Applicable)

  • Subscription orders must be modified or cancelled at least 48 hours before billing
  • Processed subscription orders are non-refundable

Pet Health & Liability

  • Our products are designed to support general pet nutrition but are not intended to diagnose, treat, or cure any medical condition
  • Customers are advised to consult a veterinarian for pets with specific health conditions

We are not liable for:

  • Allergic reactions or sensitivities
  • Individual pet preferences or feeding outcomes

Limitation of Liability

To the fullest extent permitted by law:

  • We shall not be liable for any indirect, incidental, or consequential damages arising from the use of our products or services
  • Our total liability shall not exceed the amount paid for the order

Intellectual Property

All content on this website, including branding, images, and text, is owned by us and may not be used without permission.

Governing Law

These Terms & Conditions shall be governed by and interpreted in accordance with the laws of Malaysia.

Contact Information

For any questions or concerns, please contact us:

Acknowledgement

By placing an order, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.