Terms of Service

Last Updated: October 26, 2025

Overview

These Terms of Service ("Terms") govern your use of petcareville.com (the "Website") and the purchase of products from PetCareVille (the "Company"). By accessing, browsing, or purchasing from our Website, you agree to be bound by these Terms.

If you do not agree to these Terms, please do not use our Website or make purchases.

1. About Us

Business Information

Company Name: Sophario Ltd
Registered Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Contact Email: support@petcareville.com
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM (GMT)

We are an online retailer specializing in premium pet care products including automatic feeders, litter boxes, beds, toys, and accessories for dogs and cats.

Customer Support

For questions, complaints, or concerns about our products or services:

Email: support@petcareville.com
Response Time: Within 48 business hours
Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

2. Legal Agreement & Age Requirement

Agreement to Terms

By using petcareville.com and placing an order, you:

Agree to be bound by these Terms of Service
Acknowledge you have read and understood these Terms
Accept our Refund Policy and Shipping Policy
Confirm you have the legal capacity to enter into binding contracts

Age Requirement

You confirm that:

✅ You are at least 18 years old (or the age of majority in your country)
✅ You are legally competent to enter contracts in your jurisdiction
✅ You are not prohibited by law from purchasing products online
✅ You have not been banned from purchasing from PetCareVille

We reserve the right to verify age and legal status before processing orders.

3. Shipping & Geographic Limitations

Countries We Ship To

We ONLY ship to the following countries with FREE SHIPPING:

✅ United Kingdom – 7–10 business days delivery
✅ Germany – 8–12 business days delivery (may include customs)
✅ Netherlands – 7–10 business days delivery

We do NOT ship to any other countries, including:

❌ Belgium
❌ France
❌ Spain
❌ USA
❌ Canada
❌ Australia
❌ Any other countries outside UK/Germany/Netherlands

Geographic Restriction

By placing an order, you confirm:

✅ You are located in United Kingdom, Germany, or Netherlands
✅ Your delivery address is in one of these three countries
✅ You are ordering for personal use or legitimate business purposes

Orders from customers outside these three countries will be cancelled and refunded.

4. Products, Pricing & Availability

Product Information

We provide detailed product descriptions, specifications, images, and pricing on our Website. We strive for accuracy, but:

Images: Product images are for illustration. Actual product may vary slightly in color or design.
Descriptions: Product descriptions are accurate to the best of our knowledge.
Specifications: All specifications (dimensions, weight, materials) are provided by manufacturers and may vary slightly.

Pricing Policy

What You See Is What You Pay:

✅ All prices shown include VAT (where applicable)
✅ All prices include FREE SHIPPING to UK/Germany/Netherlands
✅ No hidden fees at checkout
✅ The price at checkout is your final price (subject only to currency conversion by your bank)

VAT Included by Country:

Country	VAT Rate	Status
United Kingdom	Applicable rate	Included in product price
Germany	19%	Included in product price
Netherlands	21%	Included in product price

Pricing Errors

In the unlikely event of a pricing error on our Website:

We reserve the right to correct the price and notify you
If you wish to proceed at the corrected price, your order will process
If you do not accept the correction, we will cancel your order and issue a full refund
Pricing errors do NOT obligate us to honor incorrect prices

Product Availability

Products are listed subject to availability:

Inventory levels are updated regularly but may not be real-time
If a product is unavailable after you order, we will contact you within 24 hours
You may choose: wait for restock, substitute with similar product, or receive a full refund
We will not charge you until product is confirmed in stock and ready to ship

5. Order Process & Acceptance

How to Place an Order

Browse: Select products and add to your cart
Review: Confirm items, quantities, and prices
Shipping: Verify delivery address is in UK/Germany/Netherlands
Payment: Select payment method and enter payment details
Confirm: Review order summary and click "Place Order"
Confirmation: You receive order confirmation email (check spam folder if not received)

Order Confirmation vs. Order Acceptance

Your Offer: When you click "Place Order," you are making an offer to purchase
Our Acceptance: We accept your order when:
- Payment is successfully processed ✅
- We send you an order confirmation email ✅
- We confirm product availability ✅
Your Order: Once accepted, your order cannot be cancelled by you (see Cancellation Policy)

Order Decline

We reserve the right to decline, cancel, or refuse any order at our sole discretion, including:

Suspected fraud or unauthorized use
Orders outside our shipping regions
Suspicion of illegal activity
Violation of these Terms
Customer age under 18
Orders that violate payment processor policies

If we decline your order, we will issue a full refund within 5–7 business days.

6. Payment Methods & Security

Accepted Payment Methods

We accept the following secure payment methods:

✅ Credit Cards: Visa, Mastercard, American Express
✅ Debit Cards: Visa Debit, Mastercard Debit
✅ Digital Wallets: PayPal, Apple Pay, Google Pay
✅ Bank Transfers: Where available (contact support)

Payment Security

All payments are processed securely:

SSL Encryption: Our checkout pages use 256-bit SSL encryption
PCI Compliance: We comply with PCI DSS (Payment Card Industry Data Security Standard)
No Card Storage: We do NOT store your full credit card details on our systems
Trusted Processors: Payments processed through verified, secure payment providers

What Information We Collect

During checkout, we collect:

Name, email, phone number
Delivery address
Payment method details
Transaction history

We do NOT:

Store full credit card numbers
Store full banking details
Share payment information with unauthorized third parties
Use your payment information for marketing without consent

Your Responsibility

You are responsible for:

✅ Keeping payment information confidential
✅ Providing accurate payment details
✅ Authorizing all charges to your account
✅ Reporting fraudulent transactions immediately to support@petcareville.com

7. Currency & Conversion Fees

Pricing & Currency

Country	Currency	Display
United Kingdom	British Pounds (£)	GBP
Germany	Euros (€)	EUR
Netherlands	Euros (€)	EUR

Multi-Currency Transactions

If your bank account uses a different currency than the purchase currency:

Currency Conversion: Your bank will apply currency conversion
Conversion Fees: Your bank may charge conversion fees or administrative charges
Exchange Rate: Your bank sets the exchange rate (not PetCareVille)
Your Responsibility: You are responsible for any conversion fees charged by your bank

We are NOT responsible for currency conversion costs, fees, or exchange rate differences.

What You Pay to Us

You pay the exact amount shown at checkout in your country's currency
No additional fees charged by PetCareVille
Any bank charges are between you and your bank

8. Billing & Invoices

Billing Address

Your billing address is where your bank/credit card is registered and is used to verify payment.

Invoices

Invoices are sent via email after payment confirmation
Digital invoices are stored in your account (if logged in)
Physical invoices can be requested via support@petcareville.com
Invoices show: order items, prices, VAT, delivery address, payment method

VAT Documentation

For business customers in EU countries:

VAT number can be entered at checkout for reverse-charge purposes
Orders with valid VAT numbers may show "0% VAT" (you pay VAT in your home country)
Contact support@petcareville.com for B2B or bulk order inquiries

9. Cancellations, Returns & Refunds

Cancellation Policy (Before Shipping)

Orders can be cancelled for a full refund if:

Cancellation requested before order ships (typically within 24–48 hours)
Request sent to support@petcareville.com with order number
Refund issued within 5–10 business days to original payment method

Orders cannot be cancelled after shipment has begun.

Return Policy (After Delivery)

For damaged, incorrect, or missing items:

See our full Refund Policy at petcareville.com/pages/refund-policy

In summary:

✅ Report within 30 days of delivery
✅ Provide photos/video evidence
✅ Receive full refund or free replacement
✅ Free return shipping provided

For other returns (unwanted items):

You have 14 calendar days from delivery to return items (EU law):

✅ Items in original condition and packaging
✅ Unworn and undamaged by customer
✅ Return shipping cost covered by you
✅ Full refund issued upon receipt of return item

90-Day Refund Eligibility Window

Refunds and returns are only eligible within 90 days of purchase:

Orders older than 90 days are NOT eligible for refund
This applies to all refund types (damaged, returns, etc.)
Contact support@petcareville.com if you have questions about eligibility

Refund Method & Timeline

Refund method: Always to original payment method
Processing: Within 14 days of refund approval
Bank processing: 5–10 additional business days (bank dependent)
Currency: Refunds issued in original payment currency

For full details, see our Refund Policy page.

10. Product Warranties & Liability

Limited Product Warranty

Products from PetCareVille come with consumer protection rights under UK and EU law:

✅ Products must be of satisfactory quality
✅ Products must be fit for purpose
✅ Products must match description and image

Duration:

UK: 6 years from purchase
EU: 6 months from delivery (extended to 2 years in some EU countries)

Manufacturer Warranties

Some products may include manufacturer warranties (check product page):

Manufacturer warranty covers defects in materials and workmanship
Does NOT cover normal wear, damage, or misuse
Manufacturer is responsible for warranty claims (not PetCareVille)
Contact manufacturer directly for warranty support

Liability Limits

We are NOT liable for:

❌ Consequential, indirect, or punitive damages
❌ Loss of profits or business interruption
❌ Data loss or corruption
❌ Pet injury resulting from product use
❌ Allergic reactions to product materials

Maximum Liability:
Our total liability to you is limited to the amount you paid for the product.

Your Responsibilities

You are responsible for:

✅ Reading product descriptions and warnings
✅ Using products according to instructions
✅ Checking products are suitable for your pets
✅ Supervising pets when using our products
✅ Consulting a veterinarian if unsure about product safety

11. Intellectual Property Rights

Website Content

All content on petcareville.com is owned by PetCareVille:

Text, images, logos, videos are copyrighted
You may NOT reproduce, distribute, or modify content without permission
You may NOT use our content for commercial purposes
Limited personal, non-commercial use is permitted

Your Feedback

By submitting feedback, reviews, or suggestions to PetCareVille:

You grant us the right to use your feedback
We may improve our products or services based on your feedback
You retain the right to your original feedback

12. User Conduct & Prohibited Activities

Permitted Use

You agree to use petcareville.com only for:

✅ Browsing and purchasing pet products
✅ Legitimate personal or business purposes
✅ Legal activities consistent with these Terms

Prohibited Activities

You agree NOT to:

❌ Attempt to hack, bypass, or disrupt Website security
❌ Scrape, crawl, or extract Website data
❌ Impersonate another person or entity
❌ Post spam, malware, or harmful content
❌ Resell products commercially without permission
❌ Abuse or harass our staff or other customers
❌ Use the Website for illegal purposes

Violation may result in account suspension or legal action.

13. Third-Party Links & Content

External Links

Our Website may contain links to third-party websites:

We are NOT responsible for third-party content
Links do NOT imply endorsement or association
Third-party sites have separate terms and privacy policies
Use third-party sites at your own risk

Third-Party Services

We use trusted third-party services for:

Payment processing (Stripe, PayPal)
Shipping and logistics
Email delivery
Analytics

These services have separate privacy policies and terms.

14. Privacy & Data Protection

Privacy Policy

Our use of your personal data is governed by our Privacy Policy at petcareville.com/pages/privacy-policy

We collect, use, and protect your data in accordance with:

✅ UK Data Protection Act 2018
✅ EU General Data Protection Regulation (GDPR)
✅ UK GDPR

In summary:

We collect data only for order fulfillment, customer service, and legal compliance
We do NOT sell your data to third parties
You can request, access, or delete your data anytime
You have the right to unsubscribe from marketing emails

15. Dispute Resolution & Governing Law

Governing Law

These Terms are governed by and construed in accordance with:

English Law (laws of England and Wales)
UK Consumer Rights Act 2015
EU Consumer Rights Directive 2011/83/EU (where applicable)

Jurisdiction

Disputes are subject to the exclusive jurisdiction of:

Courts of England and Wales (UK customers)
Courts of your member state (EU customers, if applicable)

Dispute Resolution Process

If you have a dispute with PetCareVille:

Contact us first: Email support@petcareville.com with issue details
We respond: Within 48 business hours with resolution attempt
Escalation: If unresolved, request formal dispute resolution
Mediation: We may suggest mediation before legal proceedings
Legal action: As a last resort, either party may pursue legal action

Payment Disputes

If you dispute a charge:

Notify your bank or payment provider (they can open dispute)
Also email us at support@petcareville.com
We will provide evidence and cooperate with dispute resolution
Frivolous disputes may result in account suspension

Consumer Rights Resources

UK: Citizens Advice Consumer Service (citizensadvice.org.uk)
Germany: Verbraucherzentralen (verbraucherzentralen.de)
Netherlands: Consumentenbond (consumentenbond.nl)

16. Limitation on Liability & Disclaimer

"AS IS" Disclaimer

The Website is provided on an "AS IS" basis without warranties:

We do NOT warrant uninterrupted service or error-free operation
We do NOT warrant products will meet all your expectations
We do NOT warrant Website security against all threats

Liability Exclusion

To the maximum extent permitted by law:

We are NOT liable for indirect, incidental, or consequential damages
We are NOT liable for lost profits, revenue, or business opportunity
We are NOT liable for pet injury or damage resulting from product use
Our total liability is limited to the amount of your purchase

Exception

These limitations do NOT apply to:

✅ Death or personal injury caused by our negligence
✅ Fraud or intentional misconduct
✅ Statutory rights that cannot be excluded by law

17. Indemnification

You agree to indemnify and hold harmless PetCareVille from:

Claims arising from your use of the Website
Claims arising from your purchase or use of products
Claims arising from your violation of these Terms
Any damages, costs, or legal fees resulting from your actions

18. Changes to Terms & Services

Updates to Terms

We reserve the right to update these Terms at any time:

Changes are effective immediately upon posting
Your continued use indicates acceptance
We will notify major changes via email if you have an account

Changes to Services

We may modify, suspend, or discontinue services at any time:

We will provide reasonable notice when possible
Refunds will be issued if you cannot complete purchases due to service changes

19. Severability & Waiver

Severability

If any provision of these Terms is found invalid or unenforceable:

That provision is severed
Remaining provisions remain in full force
The invalid provision is replaced with valid provision achieving original intent

No Waiver

If we fail to enforce any provision, that does NOT constitute waiver of that provision. We may still enforce it in the future.

20. Entire Agreement

These Terms of Service, together with our:

Refund Policy (petcareville.com/pages/refund-policy)
Shipping Policy (petcareville.com/pages/shipping-policy)
Privacy Policy (petcareville.com/pages/privacy-policy)

...constitute the entire agreement between you and PetCareVille regarding your use of the Website and purchase of products. These Terms supersede all prior agreements, understandings, and communications.

21. Contact & Support

Customer Service

For questions or concerns about these Terms:

Email: support@petcareville.com
Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Response Time: Within 48 business hours
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM (GMT)

Escalation

If customer service cannot resolve your issue:

Request escalation to management
Provide detailed explanation of issue and desired resolution
Management will review and respond within 7 business days

22. Compliance & Certifications

This Terms of Service complies with:

✅ UK Consumer Rights Act 2015
✅ EU Consumer Rights Directive 2011/83/EU
✅ German Consumer Protection Act (BGB)
✅ Dutch Consumer Law (BW)
✅ UK GDPR
✅ EU GDPR
✅ E-commerce Directive (2000/31/EC)
✅ Distance Selling Regulations
✅ Google Shopping Policy
✅ Payment Processor Policies (Stripe, PayPal)