Terms of use

1. Terms and conditions

1.1 What these terms cover.

These Terms govern how we use the website and how we interact with you, for the purpose of further informing you about how we provide our products, whether through this Website or via phone 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 the products to you;

(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 in the functional areas of the website and/or 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 may be subject to change without prior notice to users. Whenever 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 force at that time. If you have started a subscription with us and you do not agree to any subsequent changes to our Terms, you must cancel your subscription. Details on how to cancel are listed below.

1.6 Changes to the Website.

We may make changes to the Website to, among other things, clearly reflect our business priorities. We do not guarantee that our Website 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 Website for business and operational reasons.

2. About us

2.1 Who we are.

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

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 we can contact you.

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

3. Your Account

3.1 Registration .

To purchase any of our products, you will need to register on our Website 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 functional areas of the website where you can edit information and add information relating to you and your pet (the “Linked Pages”) and purchase products from us.

3.2 Your account information.

You must ensure that your Account information, including your username, password or any other information, as part of our security procedures, is kept confidential and secure. You must not disclose them to any third party. You must also ensure that any information you provide to us in connection with your Account is 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 not complied 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 the Account you maintain on our Site (including, but not limited to, changing pet information, membership plan, mailing address and delivery instructions, etc.).

3.6 Age Restrictions.

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

4. Orders and subscriptions

4.1 Our Subscription Service.

Once you've signed up to one of our programs, you'll sign up for 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 Method of order acceptance .

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

4.3 Valid Payment Details .

In order to purchase products from our Website, you must have entered correct, accurate and valid payment card details into your previously created personal account.

4.4 If we are unable to accept your order.

If we are unable to accept your order, we will notify you and you may not be charged for ordering the product. The inability to accept your order may be due to the exhaustion of the product or our resources and in general to unforeseen changes that we could not foresee.

4.5 Changes to your details.

You must notify us immediately of any changes to the information you have provided us, including your payment details, which are likely to affect your order. If we are unable to receive payment from your card, we may not process your order or ship your order to you and require payment from you after shipment 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 to your online account on our Website by 11:00pm 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 time period, you will not be able to change your order information, including but not limited to cancellation, address changes, payment information and order box contents.

4.7 Orders and Box Sizes.

When we recommend a specific meal type-size for your pet, our suggestion is determined by the criteria you set when filling in your pet's details. Please note that our recommendation and box size may change over time. Specific factors that will affect box size recommendation, including but not limited to age, sex, activity level, weight, pet's physical condition, time period covered, data and feedback provided by you through of your Account etc. You must keep your Account up to date 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 the order is processed including VAT . This breakdown of the cost of your order will appear on the website before you confirm the 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 total cost of your order will be charged to the payment card entered into your account.

4.10 Cancellation of Your Subscription.

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

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 Delivery

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 from suppliers whose product is intended for human consumption, our finished products are designed to meet the nutritional needs of a dog. For this reason we do not urge or recommend that they be consumed by humans or small children.

5.2 Products may differ slightly from their photographs.

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

5.3 Product packaging may vary.

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 shown on our suggested plan.

5.4 Our Ingredients.

We use natural ingredients to create our products and hope you are happy with them. The ingredients or methods we use to make the products may change from time to time for business or operational reasons. We therefore 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 to use in the products in your subscription box, we'll look at the details you've provided and create a product for you. These proportions or the ingredients themselves may be altered with your pets' welfare in mind. For example, from time to time, we may change the items included in a box to increase or decrease the number of beef, chicken, etc. dishes shipped to you. In some cases, we may substitute different cuts of meat of the same protein which could cause an increase or decrease in the total protein levels provided in these products. However, if it is necessary for us to make significant changes to the product, we will let you know.

5.6 Advice on allergens.

The products we provide may contain allergens. Let us know by writing to us if your pet has allergies and we will try to ensure that the products you order do not contain relevant ingredients. It is your responsibility to ensure that any food you provide 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 you have not disclosed to us.

6. Your amendment rights

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 notify you of any changes to the product price, supply 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 amendment rights

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

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

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

8. Supply of products

8.1. Delivery costs.

The delivery and any additional shipping charges of 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 about the delivery time of your products. Products ordered from us can be delivered to addresses within the Greek territory. Products will be delivered through our authorized partner within a reasonable time. We may refuse delivery to a particular location, however we will notify you when you submit your request and create your account with us as to whether we are able to deliver our products to the address you have provided.

In the event that delivery is made to a workplace, the customer is solely responsible for providing the necessary delivery and communication information or instructions. The delivery takes place at the entrance or reception of the venue and our company is under no obligation to search for the customer within the venue if the person in charge at the reception of the venue receives instead of the customer.

8.3 When we will 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 the schedule configured according to your pet's registered details, the frequency you have chosen and accessed 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 stock availability and the finalization of any changes you have made to your account. For non-subscription products, we will provide an estimated delivery date at the time of your order, making every effort to notify you in the event 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 let you know and we will take steps to minimize the effects of the delay. As long as we do this, we will not be liable for delays caused by the event, but if there is a risk of significant delay, you may contact us to terminate the contract and obtain a refund for any products you have paid for but not received.

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

8.5 Failure to Deliver.

If there is no person available to collect 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 can be made within the days of our delivery schedule. Your order may be charged, in which case additional charges for storage costs and any further shipping charges may apply. 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 para.2 of these terms of use will apply.

8.7 Order Defects.

In the event that you discover any defects in your order, you must contact us immediately to rectify the error.

8.8 Customer Liability.

You expressly agree that once the delivery of your order is completed in any way, you are solely responsible for the products of your order.

8.9 Storage of products.

Before the products are delivered to you, they are stored at a temperature below 0 degrees Celsius. Your storage of the products should be as indicated by the packaging. In the event that you do not strictly follow the instructions for storing the products, we are not responsible for any changes to the product.

8.10 Lifetime of products.

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

8.11 What happens if you do not give us the required information. We need certain information from you such as your pet's details or delivery details and your mobile phone 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 supply of products to you.

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

(a) occurrence and handling of technical problems;

(b) compliance with applicable law;

9. Termination/Termination of the contract

9.1 Reasons for contract termination/expiration.

(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 end the contract because of something we have done or told you we are going to do (para. 9.2).

9.2 Ending the contract for something we have done or are about to do.

If you end a contract for any of the reasons (a) to (d) below, the contract will end immediately and we will refund you in full for any products not supplied and you may be entitled to compensation. 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 will be significantly delayed due to events outside our control;

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

(d) you have the legal right to terminate the contract for reasons of our sole fault.

9.3 Withdrawal.

You have fourteen (14) calendar days from the day you acquired physical possession of the products to withdraw from the contract concluded between us. An exception to the above deadline are our products, which are considered perishable and due to their nature can be spoiled or expire soon.

In the event that you wish to make use of the right of withdrawal, then before the expiry of the period of fourteen (14) calendar days, you must inform us of your decision, clearly stating to us that you wish to withdraw from the contract. In addition, you have the obligation to return the products to us, without undue delay and in any case within a period of fourteen (14) calendar days from the date on which you notified us of your decision to withdraw from the contract. You bear the direct cost of returning the products to us.

9.4 Suspension or cancellation of your subscription.

You may suspend or cancel your subscription at any time by making a request to us either by e-mail or by telephone, subject to the conditions of article 4 paragraph 6 of these terms. In the event that your order is already scheduled to be shipped, then the cancellation of the 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 to ship the products, including 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 Indemnification.

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 Withdrawal of Products.

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

11. Customer Rights

11.1 Filing Complaints.

Our primary goal is the continuous improvement of our products so that they meet the needs of your pet in the best possible way. Therefore, if you wish to terminate the contract with us because you are not satisfied with our products, please follow the steps below:

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

(b) If the error is our fault, then we will try to refund you within seven working days of your complaint being made to us.

(c) If we consider that no error has occurred 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. Costs and Payment

12.1 List of product costs.

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

12.2 Changes in the VAT rate.

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

12.3 What happens if we got the price wrong.

We make every effort to correctly list the prices of our products. However, in the event that our review reveals an error in the listed price, then if the correct price of the product on the date of your order is less than the price we have stated on the date of your order, you will be charged the lower amount whereas if the correct price of the product on the date of your order is higher than the price stated to you, we will contact you to ascertain whether you wish to continue with your order.

13. Offers and Discounts

13.1 Offers.

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

13.2 Limitations on Offers.

The following applies to our offers:

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

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

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

(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 Redemption of Offers .

The purchase of our products is only made through our website by creating a relevant account. To make use of an offer you must have created an account on our website and have validly entered the information we ask for.

13.4 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.

13.5 Offers and discounts policy

From time to time offers are valid for a permanent or temporary period of time.

a) First order or customer re-approach offers.
During your first order, a special offer may apply which gives you a discount on the entire order in order to introduce you to our product or to re-approach you.

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

We reserve the right to refuse to fulfill your order if we notice abusive behavior such as: (Using multiple e-mails to order from the same customer).

14. Our Liability

14.1 Scope of Liability.

We are liable for any damage caused to you unlawfully and culpably by our act or omission. However, we are not responsible under any circumstances for the incorrect information you entered when creating an account on our website, nor for any diseases/allergies of your pet, which were never disclosed 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, consult your veterinarian. Any advice from any member of the Pet Chef team, including our in-house vets or vet nurses, is of a general nature. Our recommendations, any documents shared with you by us should not be considered as 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 for consumer protection.

14.2 Business Use of Products.

The products are intended exclusively for domestic-private use. 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, 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 case you will be informed in writing and we will try to ensure that this 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 are deemed invalid or voidable, they shall cease to apply without affecting the validity of the remaining terms of use.

15.3 Application of Terms of Use.

Any failure by us to exercise a particular right or term hereunder shall not constitute a waiver.

15.4 Dispute Resolution.

Our Terms of Use are governed by Greek law while it is expressly agreed, agreed 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.

In accordance with Directive 2013/11/EC, which was incorporated into the Greek legal order with Decree-Law 70330/2015, the possibility of electronic resolution of consumer disputes with the Alternative Dispute Resolution (ADR) process throughout the European Union is foreseen . If the customer has the status of a consumer (i.e. a natural person acting in a non-professional capacity) and has any problem with a purchase made from our Website, he can initiate the ADR procedure through the single EU-wide platform for electronic dispute resolution (platform HED).