Terms of use

1. Terms and conditions

1.1 What do these terms cover?

These are the Terms governing how you use the website and how we interact with you, with the aim of further informing you about how we provide our products, whether through this Website or through telephone orders.

1.2 Why you should read them.

It is essential that you read our Terms before submitting your order to us. The Terms answer the following questions:

(a) who we are,

(b) how we will provide you with the products,

(d) what to do if you encounter a problem

(e) and other important information.

If you find any error in these Terms, please contact us directly.

1.3 If you do not agree .

If you do not agree to these Terms, please refrain from using our Website. Do not create an account or enter information into the functional areas of the Website and/or do not order products from us. Please note that if you wish to order products from our Website, you must first accept these Terms.

1.4 Other important information .

These Terms refer to the following additional terms, which also apply to your use of our Website:

(a) Our Privacy Policy, which governs how we use any personal information relating to you.

(b) Our Terms of Use, which set out the permitted and prohibited uses of our Website. The user of our Website must comply with these Terms of Use.

1.5 Changes to these Terms .

Our Terms are subject to change without prior notice to users. Each time you wish to use our Site or purchase products from us, please review our Terms beforehand to ensure that you fully understand the Terms in effect at that time. If you have started a subscription with us and do not agree to any subsequent changes to our Terms, you must cancel your subscription. Details on how to cancel are set out below.

1.6 Changes to the Website.

We may make changes to the Site, including to clearly reflect our business priorities. We do not guarantee that our Site or any content on it will always be available or uninterrupted. We may suspend or withdraw or limit the availability of all or any part of our Site for business and operational reasons.

2. About us

2.1 Who we are.

Our team, driven by their great love for pets and the need to provide our four-legged friends with the best possible quality of food, created Pet Chef. Pet Chef's goal is to provide fresh and nutritious food options that can ensure our pets the best quality of life.

2.2 How to contact us.

You can contact us either by sending us an e-mail at hello@petchef.gr or by calling us at 2111994760 or by submitting your request through the relevant contact form on our Website.

2.3 How can we contact you?

In order to contact you, we will use either your email address, postal address, or telephone number that you provided to us.

3. Your account

3.1 Registration .

To purchase any of our products, you will need to register on our Site or purchase as a guest. By registering, you will create a user account (your "Account") and a unique username with relevant information about you and your pet(s). This gives you access to the functional areas of the Site where you can edit information and add information related to you and your pet (the "Logged In Pages") and purchase products from us.

3.2 Your account details.

You must ensure that your Account details, including your username, password or any other information, as part of our security procedures, are kept confidential and secure. You must not disclose them to any third party. You must also ensure that any details you provide to us in relation to your Account are complete and accurate, as this may affect our ability to provide you with our products.

3.3 Deactivating your account.

We have the right to disable any user identification code or password, whether chosen by you or assigned by us, at any time if in our reasonable opinion you have failed to comply with any of the provisions of these Terms.

3.4 Unauthorized access.

All accounts are non-transferable and you may not assign or transfer your account to a third party. If you know or suspect that someone other than you knows and is using your user identification code or password, you must notify us immediately.

3.5 Changes to your account .

You are responsible for all changes you make to your Account on our Website (including, but not limited to, changing pet details, subscription plan, mailing address and delivery instructions, etc.).

3.6 Age restrictions.

Our Website is intended only for users who are 18 ^years of age or older. By registering for an account with us, you confirm that you are at least 18 years of age.

4. Orders and subscriptions

4.1 Our subscription service.

Once you have completed your registration for one of our programs, you will be subscribed to a regular order of products from us. These products will be provided to you at the intervals specified on the subscription page in accordance with these Terms.

4.2 How to accept an order .

The acceptance of your order by us will be completed by sending you a relevant email to accept your order, at which time a relevant contract will be concluded between us at the same time.

4.3 Valid payment details .

To purchase products from our Website, you must have entered correct, accurate and valid payment card details in your personal account that you will have previously created.

4.4 If we cannot accept your order.

If we are unable to accept your order, we will inform you and you may not be charged for the product order. The inability to accept your order may be due to exhaustion of the product or our resources and generally to unforeseen changes that we could not have foreseen.

4.5 Changes to your details.

You must notify us immediately of any changes to the information you have provided to us, including your payment details, which may affect your order. If we are unable to receive payment from your card, we may not process your order or may ship your order to you and require payment from you after it has been shipped or by cash on delivery.

4.6 Deadline for changes for subscription products .

In relation to our subscription products, if you want the changes to take effect before your next delivery, the changes must be made in your online account on our Website by 23:00 and two days before the delivery date of your order. However, we reserve the right to change the above deadline, freely, without further notice. After the aforementioned period, you will not be able to change the details of your order, including but not limited to cancellation, address changes, payment details and the contents of the order box.

4.7 Orders and box sizes.

When we recommend a specific type-size meal for your pet, our suggestion is determined by the criteria you have set when filling out your pet's details. Please note that our recommendation and box size may change over time. Specific factors that will influence the box size recommendation, including, but not limited to, the pet's age, gender, activity level, weight, physical condition, time period covered, data and comments provided by you through your Account, etc. You must keep your Account updated or notify us in writing at hello@petchef.gr of any changes in order for us to be able to recommend a specific box size for your pet.

4.8 Prices .

The total amount you pay for your product is the price of the specific box calculated on the day of order processing including VAT . This breakdown of the cost of your order will appear on the website before you confirm your order. At this point, you can modify your details and your pet's details before completing the purchase.

4.9 Payment for your order .

The charge for the total cost of your order will be charged to the payment card you entered in your account.

4.10 Canceling your subscription.

Your subscription remains in effect unless canceled. If you cancel your Pet Chef subscription and reactivate it, the cost of each product may be different than what was in effect at the time your original account was canceled.

4.11 Non-subscription products.

We have certain products on the Site that you can purchase either with or without a subscription. These products are sold on the same basis as our subscription products and are subject to these Terms.

4.12 Place of supply

Our sales are made in Greece. Your order may be subject to different charges depending on the delivery location.

5. Our products

5.1 Our products are not intended for human consumption.

Although our raw materials are sourced from suppliers whose products are intended for human consumption, our finished products are designed to meet the nutritional needs of a dog. For this reason, we do not encourage or recommend their consumption by humans or young children.

5.2 Products may differ slightly from their photos.

Although we have made every effort to accurately display the colors of our products, we cannot guarantee that the appearance of the colors accurately reflects the color and quality of the products. Your product may differ slightly from these images.

5.3 Product packaging may vary.

The product packaging may differ from that shown in the images on our Website. The manufacture of our products is handmade and the exact weight of each individual product may differ slightly from the weight indicated in our recommended plan.

5.4 Our ingredients.

We use natural ingredients to create our products and we hope you are happy with them. The ingredients or methods we use to manufacture the products may change from time to time for business or operational reasons. Therefore, we reserve the right to make minor changes to the product without notice and at our sole discretion.

5.5 The contents of your subscription box .

To calculate what ingredient ratios we will use in the products in your subscription box, we will look at the details you have provided and create a product for you. These ratios or the ingredients themselves may change in the interests of your pets’ well-being. For example, we may from time to time change the items included in a box to increase or decrease the number of beef, chicken, etc. dishes sent to you. In some cases, we may substitute different cuts of meat for the same protein which could increase or decrease the overall protein levels provided in these products. However, if it is necessary to make significant changes to the product, we will notify you.

5.6 Advice on allergens.

The products we provide may contain allergens. Please let us know by writing if your pet has any allergies and we will try to ensure that the products you order do not contain any relevant ingredients. It is your responsibility to ensure that any food you provide to your pet does not cause any adverse reactions and we cannot be held responsible for any allergic reaction your pet may experience or any adverse consequences arising from an allergy that you have not disclosed to us.

6. Your rights to change

If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If possible, we will inform you of any changes to the product price, delivery schedule or anything else that would be necessary as a result of the change you requested and ask you to confirm whether you wish to proceed with the change.

7. Our rights to change

We reserve the right to change our products in the following cases:

(a) for reasons of harmonization of our services and products with applicable Greek legislation

(b) for product improvement purposes, which will not, however, affect your use of the product.

8. Provision of products

8.1. Delivery costs.

Delivery and any additional shipping charges for your order are described in detail in the corresponding field of our website. In the Shipping Methods section.

8.2 How we will deliver your order.

Before finalizing your order, we will inform you of the delivery time of your products. Products ordered from us can be delivered to addresses within the Greek territory. The products will be delivered through our authorized partner within a reasonable time. We may refuse delivery to a specific location, however we will inform you when submitting your request and creating your account with us about whether we are able to deliver our products to the address you have registered.

In the event that the delivery is made to a workplace, the customer bears the sole responsibility for providing the necessary delivery and contact details or instructions. The delivery takes place at the entrance or reception of the premises and our company bears no obligation to search for the customer within the premises if the person responsible for the reception of the premises receives the delivery on behalf of the customer.

8.3 When will we deliver your order?

For subscription products, we need 1-3 business days to deliver them to you the first time. Future deliveries are made on a schedule that is configured according to your pet's registered details, the frequency you have chosen and which you can access from your account. The schedule includes the cost of your next order as well as its delivery date. Actual delivery times may vary depending on your location, our inventory availability and the finalization of any changes you have entered in your account. For non-subscription products, we will provide an estimated delivery date at the time of your order, and will make every effort to inform you in case of changes to the estimated delivery time.

8.4 We are not responsible for delays beyond our control.

If the supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to inform you and take steps to minimise the impact of the delay. If we do this, we will not be liable for any delays caused by the event, but if there is a risk of a significant delay, you may contact us to terminate the contract and receive a refund for any products you have paid for but not received.

Delivery is made to the address you have given us when placing your order. In case of any change, the customer must inform us in writing about the change of address or delivery details by filling out the contact form or sending an e-mail to orders@petchef.gr. The company is not obligated to adhere to the delivery times in case of change while the delivery has already been scheduled. In this case, the delivery may be scheduled for the next business day.

8.5 Failure to deliver.

If there is no one available to pick up your order at the address you provided, the product will be returned to Pet Chef. In this case, we will contact you to reschedule the delivery.

8.6 Rescheduling delivery.

To reschedule delivery, we will contact you for further instructions. Deliveries may be made within the days of our delivery schedule. In this case, your order may be subject to additional charges for storage costs and any further shipping costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange the delivery of your order, then we reserve the right to terminate our contract and Article 10, paragraph 2 of these terms of use will apply.

8.7 Order Defects.

In the event that you find defects in your order, you should contact us immediately to resolve the error.

8.8 Customer responsibility.

You expressly agree that from the moment your order is completed or delivered in any way, you are solely responsible for the products in your order.

8.9 Storage of products.

Before the products are delivered to you, they are kept stored at a temperature below 0 degrees Celsius. You should store the products as indicated on the packaging. If you do not follow the product storage instructions carefully, we are not responsible for any damage to the product.

8.10 Product shelf life.

All of our products are perishable and once delivered you must take all necessary steps to ensure they are stored according to our recommendations.

8.11 What happens if you do not provide us with the required information? We need certain information from you, such as your pet's details or delivery details and your mobile phone number, so that we can provide you with the products. If you do not provide us with the required information, we may not be able to complete your order.

8.12 Reasons why we may suspend the provision of products to you.

We may need to suspend the provision of a product for the following reasons:

(a) occurrence and resolution of technical problems;

(b) harmonization with applicable legislation;

9. Termination/End of the contract

9.1 Reasons for termination/expiration of contract.

(a) If the product you purchased is defective, you have the right to either request its immediate replacement or request your money back and terminate the contract between us in accordance with the provisions of paragraph 11 of these terms.

(b) If you want to terminate the contract for something we have done or told you we are going to do (par.9.2).

9.2 Termination of the contract for something we have done or are going to do.

If you terminate a contract for any of the following reasons (a) to (d), the contract will terminate immediately and we will refund you in full for any products not supplied and you may be entitled to compensation. The reasons for termination may be:

(a) we have informed you of a change in the price or description of the product you have ordered and you do not wish to proceed;

(b) there is a risk that the supply of the products may be significantly delayed due to events beyond our control;

(c) we have suspended the supply of the products for technical reasons or we notify you that we are going to suspend them for technical reasons, in each case for a period exceeding 60 days or

(d) you have the legal right to terminate the contract for reasons solely attributable to us.

9.3 Withdrawal.

You have a period of fourteen (14) calendar days from the day you acquire physical possession of the products to withdraw from the contract concluded between us. An exception to the above period are our products, which are considered perishable and due to their nature may deteriorate or expire soon.

If you wish to exercise your right of withdrawal, you must inform us of your decision, before the expiry of the fourteen (14) calendar day period, by clearly stating to us that you wish to withdraw from the contract. You must also return the products to us without undue delay and in any event not later than fourteen (14) calendar days from the date on which you communicated your decision to withdraw from the contract. You shall bear the direct cost of returning the products to us.

9.4 Pausing or canceling your subscription.

You may terminate or cancel your subscription at any time by contacting us via email or telephone, subject to the conditions of Article 4, paragraph 6 of these terms and conditions. If your order has already been scheduled to be shipped, then the cancellation of your subscription will take effect after your last order has been shipped.

10. Our rights

10.1 Termination of contract.

We reserve the right to terminate the contract under the following terms and conditions:

(a) failure to provide information necessary for the shipment of the products, such as, but not limited to, your pet's details, confirmation of your account details or delivery address;

(b) failure to deliver the products you ordered, due to your fault

10.2 Compensation.

In the event of termination of the contract under the terms of the previous article, we will refund any money you have paid in advance for products that we have not provided. However, we may claim reasonable compensation from you for any burden that may arise as a result of the termination of the contract.

10.3 Product withdrawal.

In the event that we withdraw any of our products, we will notify you at least 10 days before discontinuing supply of the product and will refund to you any monies you have paid in advance for products that will not be supplied.

11. Customer rights

11.1 Submitting complaints.

Our primary goal is to continuously improve our products so that they best meet your pet's needs. Therefore, if you wish to terminate your contract with us because you are not satisfied with our products, please follow the steps below:

(a) Send us an email, detailing the reasons why you are not satisfied with our products. After we receive your email, we may ask you for additional information.

(b) If this is an error that is our fault, then we will try to refund your money within seven working days of submitting your complaint to us.

(c) If we consider that there has been no error on our part and that the product is suitable for use, meeting the parameters you have set during your registration, then we reserve the right not to refund you the money you have paid.

12. Cost and payment

12.1 Indication of product costs.

It is agreed that the cost of our products, including VAT, will be the price listed on our website when you place your order.

12.2 Changes in the VAT rate.

If the VAT rate changes between the date of your order and the date the product is delivered, we will adjust the VAT rate you paid, unless you have already paid for the product in full before the change in VAT rate takes effect.

12.3 What happens if we made a mistake in the price?

We make every effort to display the prices of our products correctly. However, if during our review an error is found in the price displayed, then if the correct price of the product on the date of your order is lower than the price we have stated on the date of your order, you will be charged the lower amount, while if the correct price of the product on the date of your order is higher than the price you were stated, we will contact you to confirm whether you wish to continue with your order.

13. Offers and Discounts

13.1 Offers.

Special offers may apply from time to time for new and/or existing customers. Where we make such offers, they will be clearly stated.

13.2 Restrictions on offers.

Regarding our offers, the following applies:

(a) All offers are limited to a single subscription, unless expressly stated otherwise.

(b) We may cancel any special offer, introductory offer or discount at any time without notice.

(d) Promotional offers and discounts are only available for limited periods of time.

(e) Account credits and offers cannot be redeemed for cash.

(f) Unless otherwise stated, discounts and credits cannot be used in conjunction with other offers.

13.3 Refer a friend Program.

The Refer a friend program allows existing petchef customers to share unique codes with their friends to allow these friends to claim a discount on their first petchef order and existing petchef customers to receive corresponding discounts. The discounts that an existing petchef customer can share can only be used by new customers who have not previously had a petchef account or any deliveries. A “successful” referral occurs when your friend signs up for petchef using your unique referral code (i.e. your unique link) and receives their first order. It does not apply if your friend cancels the order or does not receive it through their own fault. We reserve the right to withdraw participation in the program for any user who violates these Terms. We also reserve the right to change the discounts or offers of this program without prior notice, as well as to suspend it for a period of time that we will determine or to permanently close the program at any time.

13.4 Redemption of offers .

The purchase of our products is only possible through our website by creating a relevant account. To use an offer, you must have created an account on our website and have validly registered the information we request from you.

13.5 Use of our offers.

After using any offer, you will be charged the full price for subsequent orders until another applicable and valid offer is applied or until you cancel active subscriptions and orders with us.

13.6 Promotions and discounts policy

From time to time, permanent or temporary offers apply.

a) First order or customer re-approach offers.
During your first order, a special offer may apply which provides you with a discount on the entire order with the aim of familiarizing you with our product or re-approaching you.

For the above offers, use is limited to one redemption per customer.

We reserve the right to refuse to fulfill your order if we observe abusive behavior such as: (Use of multiple e-mails for an order from the same customer).

14. Our responsibility

14.1 Extent of liability.

We are liable for any damage caused to you illegally and culpably by our act or omission. However, we are not liable in any way for incorrect information you entered when creating an account on our website, nor for any illnesses/allergies of your pet, which were never notified to us.

You acknowledge that the feeding guides and subscription box recommendations provided by us are intended as a guide only. It is your responsibility as a pet owner to monitor your pet’s condition and notify us of any changes. If you have any concerns about your pet’s weight and condition, please consult your veterinarian. Any advice from any member of the Pet Chef team, including our in-house veterinarians or veterinary nurses, is of a general nature. Our recommendations, any documents communicated to you by us should not be considered medical advice and are in no way a substitute for the medical diagnosis of your veterinarian.

In any case, if our liability is established, your legal rights are protected by Law 2551/1994 on consumer protection.

14.2 Business use of products.

The products are intended for domestic-private use only. If you use the products for any commercial or business purpose, we shall not be liable to you for any damage caused to you (loss of profit, loss of business activity, business interruption or loss of business opportunity, etc.).

15. ADDITIONAL TERMS

15.1 Transfer of contractual relationship.

We may transfer our rights and obligations under these Terms to a third party. In any event, you will be notified in writing and we will try to ensure that such change does not affect your contractual rights.

To transfer your rights or obligations to a third party, you must obtain our prior written consent.

15.2 Invalidity of terms.

In the event that any of these terms is deemed invalid or voidable, it shall cease to be valid without affecting the validity of the remaining terms of use.

15.3 Application of Terms of Use.

Any failure by us to exercise any specific right or provision hereunder shall not constitute a waiver.

15.4 Dispute Resolution.

Our Terms of Use are governed by Greek law, while it is expressly agreed, covenanted and mutually accepted that the Courts of Athens will have exclusive jurisdiction regarding any dispute or claim that may arise between us and the User of our website.

According to Directive 2013/11/EC, which was incorporated into the Greek legal order by Joint Ministerial Decree 70330/2015, the possibility of electronic resolution of consumer disputes through the Alternative Dispute Resolution (ADR) procedure is also provided for throughout the European Union. If the customer has the status of a consumer (i.e. a natural person acting outside his professional capacity) and has any problem with a purchase made from our Website, he may initiate the ADR procedure through the single pan-EU platform for electronic dispute resolution (ADR platform).