Terms and Conditions

Version 2026.1 - Date: 30-01-2026

Table of Contents

Article 1 – Definitions
Article 2 – Identity of the Entrepreneur
Article 3 – Applicability
Article 4 – The Offer
Article 5 – The Agreement
Article 6 – Right of Withdrawal
Article 7 – Costs in Case of Withdrawal
Article 8 – Exclusion of Right of Withdrawal
Article 9 – The Price
Article 10 – Conformity and Warranty
Article 11 – Safety
Article 12 – Delivery and Execution
Article 13 – Duration Transactions: Duration, Termination, and Extension
Article 14 – Payment
Article 15 – Complaint Procedure
Article 16 – Disputes
Article 17 – Additional or Deviating Provisions

Article 1 – Definitions

In these terms and conditions, the following definitions apply:

1. Cooling-off period: the period within which the consumer can exercise their right of withdrawal;
2. Consumer: the natural person who is not acting in the exercise of a profession or business and enters into a distance contract with the entrepreneur;
3. Day: calendar day;
4. Duration transaction: a distance contract relating to a series of products and/or services, where the delivery and/or purchase obligation is spread over time;
5. Durable data carrier: any means that enables the consumer or entrepreneur to store information addressed personally to them in a way that allows future consultation and unaltered reproduction of the stored information
   possible.
6. Right of Withdrawal: the possibility for the consumer to withdraw from the distance contract within the cooling-off period;
7. Model withdrawal form: the model form for withdrawal that the entrepreneur makes available for a consumer to complete when they wish to exercise their right of withdrawal.
8. Entrepreneur: the natural or legal person who offers products and/or services remotely to consumers;
9. Distance contract: a contract concluded within the framework of a system organised by the entrepreneur for the remote sale of products and/or services, where up to and including the conclusion of the contract, exclusively one or more techniques for remote communication are used;
10. Technique for remote communication: a means that can be used for concluding an agreement without the consumer and entrepreneur being simultaneously present in the same room.
11. General Terms and Conditions: the present General Terms and Conditions of the entrepreneur.

Article 2 – Identity of the entrepreneur

Phone number: 085-0607363
Email address: info@petspride.nl

Article 3 – Applicability

1. These general terms and conditions apply to every offer from the entrepreneur and to every distance contract concluded and orders placed between the entrepreneur and the consumer.
2. Before the distance contract is concluded, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, before the distance contract is concluded, it will be indicated that the general terms and conditions can be inspected at the entrepreneur's premises and they will be sent free of charge as soon as possible at the consumer's request.
3. If the distance contract is concluded electronically, in deviation from the previous paragraph and before the distance contract is concluded, the text of these general terms and conditions can be made available to the consumer electronically in such a way that it can be easily stored by the consumer on a durable data carrier. If this is not reasonably possible, before the distance contract is concluded, it will be indicated where the general terms and conditions can be consulted electronically and that they will be sent free of charge electronically or by other means at the consumer's request.
4. In the event that specific product or service conditions apply in addition to these general terms and conditions, the second and third paragraphs apply mutatis mutandis, and in the event of conflicting general terms and conditions, the consumer can always invoke the applicable provision that is most favorable to them.
5. If one or more provisions in these general terms and conditions are at any time wholly or partially null and void or are annulled, the agreement and these conditions will otherwise remain in force, and the provision in question will be immediately replaced in mutual consultation by a provision that approximates the intent of the original as closely as possible.
6. Situations not regulated in these general terms and conditions must be assessed 'in the spirit' of these general terms and conditions.
7. Uncertainties regarding the interpretation or content of one or more provisions of our terms and conditions must be interpreted 'in the spirit' of these general terms and conditions.

Article 4 – The Offer

1. If an offer has a limited period of validity or is made subject to conditions, this will be explicitly stated in the offer.
2. The offer is without obligation. The entrepreneur is entitled to change and adapt the offer.
3. The offer contains a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to enable the consumer to make a proper assessment of the offer. If the entrepreneur uses images, these are a true representation of the products and/or services offered. Obvious mistakes or obvious errors in the offer do not bind the entrepreneur.
4. All images, specifications data in the offer are indicative and cannot be a reason for compensation or dissolution of the agreement.
5. Images accompanying products are a true representation of the products offered. The entrepreneur cannot guarantee that the displayed colours exactly match the real colours of the products.
6. Every offer contains such information that it is clear to the consumer what the rights and obligations are that are attached to the acceptance of the offer. This concerns in particular:
• the price including taxes;
• any shipping costs;
• the manner in which the agreement will be concluded and what actions are required for this;
• whether or not the right of withdrawal applies;
• the method of payment, delivery and execution of the agreement;
• the period for acceptance of the offer, or the period within which the entrepreneur guarantees the price;
• the amount of the rate for remote communication if the costs of using the technique for remote communication are calculated on a basis other than the regular basic rate for the communication method used;
• whether the agreement will be archived after its conclusion, and if so, how it can be consulted by the consumer;
• the way in which the consumer, before concluding the agreement, can check and, if desired, correct the data provided by him in the context of the agreement;
• any other languages in which, in addition to Dutch, the agreement can be concluded;
• the codes of conduct to which the entrepreneur has submitted and the way in which the consumer can consult these codes of conduct electronically; and
• the minimum duration of the distance contract in the case of a duration transaction.

Article 5 – The Agreement

1. The agreement is concluded, subject to the provisions of paragraph 4, at the moment of acceptance by the consumer of the offer and the fulfillment of the conditions set forth therein.
2. If the consumer has accepted the offer electronically, the entrepreneur will immediately confirm receipt of the acceptance of the offer electronically. As long as the receipt of this acceptance has not been confirmed by the entrepreneur, the consumer can dissolve the agreement.
3. If the agreement is concluded electronically, the entrepreneur will take appropriate technical and organizational measures to secure the electronic transfer of data and will ensure a safe web environment. If the consumer can pay electronically, the entrepreneur will observe appropriate security measures.
4. The entrepreneur can - within legal frameworks - inquire whether the consumer can meet their payment obligations, as well as all facts and factors that are important for a responsible conclusion of the distance contract. If, based on this investigation, the entrepreneur has good reasons not to enter into the agreement, they are entitled to refuse an order or request with reasons, or to attach special conditions to the execution.
5. The entrepreneur will send the following information with the product or service to the consumer, in writing or in such a way that it can be stored by the consumer in an accessible manner on a durable data carrier:
• the visiting address of the entrepreneur's establishment where the consumer can lodge complaints;
• the conditions under which and the manner in which the consumer can exercise the right of withdrawal, or a clear statement regarding the exclusion of the right of withdrawal;
• information about guarantees and existing after-sales service;
• the data included in article 4, paragraph 3 of these terms and conditions, unless the entrepreneur has already provided this data to the consumer before the execution of the agreement;
• the requirements for terminating the agreement if the agreement has a duration of more than one year or is of indefinite duration.
6. In the case of a duration transaction, the provision in the previous paragraph applies only to the first delivery.
7. Every agreement is entered into under the suspensive conditions of sufficient availability of the relevant products.

Article 6 – Right of Withdrawal

1. After purchase, it is possible to cancel the order, provided it has not yet been processed. After processing, the return costs are for the customer.
2. When purchasing products, the consumer has the option to dissolve the agreement without stating reasons for 14 days. This cooling-off period starts on the day after receipt of the product by the consumer or a representative designated in advance by the consumer and made known to the entrepreneur.
3. During the cooling-off period, the consumer will handle the product and its packaging with care. He will only unpack or use the product to the extent necessary to assess whether he wishes to keep the product. If he exercises his right of withdrawal, he will return the product with all delivered accessories and – if reasonably possible – in its original state and packaging to the entrepreneur, in accordance with the reasonable and clear instructions provided by the entrepreneur.
4. If the consumer wishes to exercise his right of withdrawal, he is obliged to make this known to the entrepreneur within 14 days of receiving the product. The consumer must do this using the model form or by means of another communication method such as email. After the consumer has indicated that he wishes to exercise his right of withdrawal, the customer must return the product within 14 days. The consumer must prove that the delivered goods have been returned on time, for example by means of a proof of shipment.
5. If the customer has not indicated that he wishes to exercise his right of withdrawal after the expiry of the periods mentioned in paragraphs 2 and 3, or has not returned the product to the entrepreneur, the purchase is a fact.
6. Sealed products, such as waste bags, odor blocks, and filter sets, can only be returned if they are still sealed and unopened.
7. In the case of the cat bed's "lying guarantee": We truly believe that every cat will eventually lie in it, but some cats need a little more time to adjust. To allow for this, the bed can be returned after 30 days instead of 14 days.

Article 7 – Costs in case of withdrawal

1. If the consumer exercises their right of withdrawal, the maximum cost of return will be borne by them.
2. If the consumer has paid an amount, the entrepreneur will refund this amount as soon as possible, but no later than 14 days after withdrawal. This is conditional on the product having already been received back by the web retailer or conclusive proof of complete return having been provided. The refund will be made using the same payment method used by the consumer unless the consumer explicitly gives permission for a different payment method.
3. In case of damage to the product due to careless handling by the consumer themselves, the consumer is liable for any depreciation of the product.
4. The consumer cannot be held liable for the depreciation of the product if the entrepreneur has not provided all legally required information about the right of withdrawal before the conclusion of the purchase agreement.
5. If an order is refused at the door without prior written cancellation, this is considered a regular return. In that case, the costs for return and original shipment are borne by the buyer.
6. In case of a return of the litter box: The litter box must be returned completely cleaned. If the litter box is dirty upon return or contains traces of litter, a cleaning fee of €75 will be deducted from your refund or down payment.

Article 8 – Exclusion of right of withdrawal

1. The entrepreneur can exclude the consumer's right of withdrawal for products as described in paragraphs 2 and 3. The exclusion of the right of withdrawal is only valid if the entrepreneur has clearly stated this in the offer, or at least in time before the conclusion of the agreement.
2. Exclusion of the right of withdrawal is only possible for products:
• that have been created by the entrepreneur according to the consumer's specifications;
• that are clearly personal in nature;
• that cannot be returned due to their nature;
• that spoil or age quickly;
• whose price depends on fluctuations in the financial market over which the entrepreneur has no influence;
• for loose newspapers and magazines;
• for audio and video recordings and computer software of which the consumer has broken the seal;
• for hygienic products of which the consumer has broken the seal.
3. Exclusion of the right of withdrawal is only possible for services:
• concerning accommodation, transport, catering or leisure activities to be carried out on a specific date or during a specific period;
• the delivery of which has begun with the express consent of the consumer before the cooling-off period has expired;
• concerning bets and lotteries.

Article 9 – The Price

1. During the validity period stated in the offer, the prices of the products and/or services offered will not be increased, with the exception of price changes due to changes in VAT rates.
2. Notwithstanding the previous paragraph, the entrepreneur may offer products or services whose prices are subject to fluctuations in the financial market over which the entrepreneur has no influence, with variable prices. This dependence on fluctuations and the fact that any stated prices are target prices will be mentioned in the offer.
3. Price increases within 3 months after the conclusion of the agreement are only permitted if they are the result of legal regulations or provisions.
4. Price increases from 3 months after the conclusion of the agreement are only permitted if the entrepreneur has stipulated this and:
• they are the result of legal regulations or provisions; or
• the consumer has the right to terminate the agreement as of the day on which the price increase takes effect.
5. The prices mentioned in the offer of products or services include VAT.
6. All prices are subject to printing and typesetting errors. No liability is accepted for the consequences of printing and typesetting errors. In case of printing and typesetting errors, the entrepreneur is not obliged to deliver the product according to the incorrect price.

Article 10 – Conformity and Warranty

1. The entrepreneur guarantees that the products and/or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of soundness and/or usability, and the statutory provisions and/or government regulations existing on the date of the conclusion of the agreement. If agreed, the entrepreneur also guarantees that the product is suitable for other than normal use.
2. A guarantee provided by the entrepreneur, manufacturer, or importer does not affect the legal rights and claims that the consumer can assert against the entrepreneur on the basis of the agreement.
3. All products come with a 1-year warranty.
4. Any defects or incorrectly delivered products must be reported to the entrepreneur in writing within 2 months of discovery.
5. The warranty does not apply if:
• the consumer has repaired and/or modified the delivered products themselves or had them repaired and/or modified by third parties;
• the damage was caused by pet behavior, incorrect installations, or blocked updates;
• the product was purchased second-hand through another channel;
• the delivered products have been exposed to abnormal conditions or have otherwise been treated carelessly or contrary to the instructions of the entrepreneur and/or on the packaging (such as using a different adapter/cable than supplied);
• the defectiveness is wholly or partly the result of government regulations that have been or will be imposed regarding the nature or quality of the materials used.
• In the case of the cat bed:

  Our warranty does not cover damage caused by rough handling or misuse. This includes, but is not limited to: Bites, tears, or holes; Excessive scratching; Stains or burns; Moisture or condensation damage; Damage from commercial use (e.g., in hotels, guesthouses, or shops). Our beds are designed for normal home use by cats and small dogs.

Article 11 – Safety

Our products are designed to make daily life with pets more comfortable. At the same time, they remain electronic aids. Please read the safety guidelines below carefully.

1. General use

• Use our products exclusively according to Pets Pride instructions.
• Always place the product on a dry, stable, and flat surface.
• Use only original Pets Pride parts and accessories, such as the supplied power cable.

2. Electronic devices & potential malfunctions

• Pets Pride products are electronic devices. Despite careful development and quality controls, malfunctions can never be entirely ruled out.
• Malfunctions can arise from factors beyond our control, such as:
  • Wi-Fi or internet outages;
  • power interruptions;
  • network problems with external providers;
  • third-party software updates.
• Pets Pride is not liable for the consequences of such malfunctions, including the temporary non-functionality of automatic features.

3. Daily checks & responsibility

• Our products are intended as support, not as a complete replacement for daily care.
• You must check on your pet daily and should not leave your cat unsupervised for extended periods.
• The care, feeding, and well-being of your pet should never be 100% left to a device.

4. Feeding & liability

• Pets Pride is not liable for situations where a cat is not fed (on time) due to:
  • technical malfunctions;
  • connection problems;
  • improper use;
  • external factors beyond our control.
• The owner remains responsible for sufficient food, water, and supervision at all times.

5. Warranty and exclusions

• If repeated malfunctions occur that can demonstrably be attributed to Pets Pride's influence, these will be covered by the applicable warranty conditions.
• Malfunctions caused by improper use, external influences, or network problems are not covered by the warranty.

6. Liability

• Pets Pride is not liable for damage or consequential damage arising from use contrary to these safety regulations.
• Use of the product is always at the owner's own responsibility, within legal frameworks.

Article 12 – Delivery and execution

1. The entrepreneur will exercise the greatest possible care when receiving and executing product orders and when assessing applications for the provision of services.
2. The place of delivery is the address that the consumer has made known to the company.
3. With due observance of what is stated in paragraph 4 of this article, the company will execute accepted orders with due speed, but no later than within 30 days, unless the consumer has agreed to a longer delivery period.
   If delivery is delayed, or if an order cannot be executed or can only be executed partially, the consumer will receive notice thereof no later than 30 days after placing the order. In such a
   case, the consumer has the right to dissolve the agreement without costs. The consumer is not entitled to compensation. 
4. All delivery terms are indicative. The consumer cannot derive any rights from any stated terms. Exceeding a term does not give the consumer the right to compensation.
5. In case of dissolution in accordance with paragraph 3 of this article, the entrepreneur will refund the amount paid by the consumer as soon as possible, but no later than 14 days after dissolution.
6. If delivery of an ordered product proves impossible, the entrepreneur will endeavor to make a replacement item available. It will be clearly and comprehensibly stated at the latest upon delivery that a replacement item is being delivered. The right of withdrawal cannot be excluded for replacement items. The costs of any return shipment are for the account of the entrepreneur.
   1. This also applies to free gifts. It may happen that a gift is not available. We then have the right to replace it with a gift of the same (or higher) value.
7. The risk of damage and/or loss of products rests with the entrepreneur until the moment of delivery to the consumer or a pre-designated and made known representative of the entrepreneur, unless expressly agreed otherwise.
8. In case of insured shipping: 

   1. Insured shipping exclusively covers damage to or loss of the package during transport by the parcel service, up to and including the moment of delivery to the specified delivery address.

   2. The insurance ends as soon as the package has been delivered according to the parcel service. Damage, loss or theft after delivery is not covered by insured shipping.

   3. We use the Proof of Delivery (POD) from the parcel service as conclusive evidence of successful delivery. As soon as the parcel service indicates that the package has been delivered, the delivery is considered complete.

   4. If the customer gives permission to the parcel service to leave the package: Unattended, in a public place or a place accessible to third parties (such as by the door, in the garden, hall, porch or with neighbors), the coverage of insured shipping lapses completely. Any loss or damage after delivery is then at the customer's risk.

   5. Exclusions: Insured shipping does not cover theft after delivery; damage incurred after receipt; incorrect or incomplete address details provided by the customer; delivery according to drop-off instructions provided by the customer.

Article 13 – Duration transactions: duration, termination and extension

Termination

1. The consumer can terminate an agreement entered into for an indefinite period and which concerns the regular delivery of products (including electricity) or services, at any time, observing the agreed
   termination rules and a notice period of no more than one month.
2. The consumer can terminate an agreement entered into for a definite period and which concerns the regular delivery of products (including electricity) or services, at any time at the end of the definite period, observing
   the agreed termination rules and a notice period of no more than one month.
3. The consumer can:
• terminate the agreements referred to in the previous paragraphs at any time and not be limited to termination at a specific time or during a specific period;
• terminate them at least in the same way as they were entered into by him;
• always terminate with the same notice period as the entrepreneur has stipulated for himself.

Extension

1. An agreement entered into for a definite period and which concerns the regular delivery of products (including electricity) or services, may not be tacitly extended or renewed for a definite period.
2. Notwithstanding the previous paragraph, an agreement entered into for a definite period and which concerns the regular delivery of daily, news and weekly newspapers and magazines may be tacitly extended for a definite period of up to
   three months, if the consumer can terminate this extended agreement at the end of the extension with a notice period of no more than one month.
3. An agreement entered into for a definite period and which concerns the regular delivery of products or services, may only be tacitly extended for an indefinite period if the consumer can terminate it at any time with a notice period
   of no more than one month, and a notice period of no more than three months if the agreement concerns the regular, but less than once a month, delivery of daily, news and weekly newspapers and magazines.
4. An agreement with a limited duration for the regular delivery of daily, news and weekly newspapers and magazines for introductory purposes (trial or introductory subscription) will not be tacitly continued and will automatically end after the expiry of the trial
   or introductory period.

Duration

1. If an agreement has a duration of more than one year, the consumer can terminate the agreement at any time after one year with a notice period of no more than one month, unless reasonableness and fairness oppose termination before the end
   of the agreed duration.

Article 14 – Payment

1. Unless otherwise agreed, the amounts owed by the consumer must be paid within 7 working days after the commencement of the cooling-off period as referred to in Article 6 paragraph 1. In the event of an agreement for the provision of
   a service, this period commences after the consumer has received confirmation of the agreement.
2. The consumer has the duty to immediately report any inaccuracies in provided or stated payment details to the entrepreneur.
3. In the event of non-payment by the consumer, the entrepreneur has the right, subject to legal restrictions, to charge the reasonable costs made known to the consumer beforehand.

Article 15 – Complaints procedure

1. The entrepreneur has a sufficiently publicized complaints procedure and handles the complaint in accordance with this complaints procedure.
2. Complaints about the implementation of the agreement must be submitted to the entrepreneur fully and clearly described within 2 months after the consumer has discovered the defects.
3. Complaints submitted to the entrepreneur will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the entrepreneur will respond within the 14-day period
   with an acknowledgment of receipt and an indication of when the consumer can expect a more detailed answer.
4. If the complaint cannot be resolved by mutual agreement, a dispute arises that is subject to the dispute settlement procedure.
5. In case of complaints, a consumer must first turn to the entrepreneur. If the webshop is affiliated with WebwinkelKeur and in case of complaints that cannot be resolved by mutual agreement, the consumer must turn to
   WebwinkelKeur (www.webwinkelkeur.nl), who will mediate free of charge. Check whether this webshop has an active membership via https://www.webwinkelkeur.nl/ledenlijst/. If a solution is still not reached, the consumer has the option to have his complaint handled by the independent
   disputes committee appointed by WebwinkelKeur, whose decision is binding, and both entrepreneur and consumer agree to this binding decision. Submitting a dispute to this disputes committee involves costs that must be paid by the consumer to the relevant committee. It is also possible to register complaints via the European ODR platform (http://ec.europa.eu/odr).
6. A complaint does not suspend the entrepreneur's obligations, unless the entrepreneur indicates otherwise in writing.
7. If a complaint is found to be justified by the entrepreneur, the entrepreneur will, at his discretion, replace or repair the delivered products free of charge.

Article 16 – Disputes

1. Agreements between the entrepreneur and the consumer to which these general terms and conditions apply are exclusively governed by Dutch law. This also applies if the consumer resides abroad.
2. The Vienna Sales Convention does not apply.

Article 17 – Additional or deviating provisions

Additional provisions or provisions deviating from these general terms and conditions may not be to the detriment of the consumer and must be recorded in writing or in such a way that they can be stored by the consumer in an accessible manner
on a durable data carrier.