Terms of service

Effective Date: 06 October 2025

1. Introduction

These Terms of Service (“Terms”) govern your use of the website Pooch Parcels (“we”, “our”, “us”) and any products or services purchased through it. By accessing or purchasing from our website, you agree to be bound by these Terms.

2. Products and Availability

All products displayed on our website are subject to availability. We reserve the right to modify or discontinue any product or service without prior notice. Toys included in each Pooch Parcels box are randomly selected, and not all boxes will contain the same items.

3. Orders and Payment

3.1 Orders are confirmed upon receipt of full payment.
3.2 Payments are processed securely through approved payment gateways.
3.3 Pricing is listed in South African Rand (ZAR) and includes VAT where applicable.
3.4 We reserve the right to reject or cancel an order if payment is not received or if fraudulent activity is suspected.

4. Shipping and Delivery

4.1 Deliveries are limited to addresses within the Republic of South Africa.
4.2 Estimated delivery times are provided as a guide only and may vary.
4.3 Pooch Parcels is not liable for delays caused by courier services or circumstances beyond our control.

5. Returns and Refunds

5.1 Due to the nature of our products, returns are accepted only for items that are damaged, defective, or incorrect.
5.2 Claims must be reported within 7 (seven) days of delivery by emailing [insert support email].
5.3 Refunds or replacements will be processed once the returned item has been inspected and approved.
5.4 Refunds are made to the original payment method and may take up to 10 working days to reflect.

6. Subscription and Payment Terms

6.1 By subscribing to Pooch Parcels (3, 6, or 12 month subscription), you agree to receive a recurring monthly invoice for the duration of your selected subscription term.
6.2 Each invoice must be paid upon receipt to ensure uninterrupted delivery of your Pooch Parcels subscription.
6.3 By subscribing to a 3, 6, or 12 month subscription, you commit to the full subscription term selected.
6.4 Early cancellation of a 3, 6, or 12 month subscription before the end of the agreed term is subject to an early termination fee equal to 30% of the remaining subscription balance or R350, whichever is greater.
6.5 Failure to pay an invoice may result in deliveries being paused until payment is received, but it does not remove your obligation to settle outstanding invoices or applicable cancellation fees.
6.6 At the end of your selected 3, 6, or 12 month subscription term, the subscription will automatically renew for a further term of the same duration unless written cancellation notice is received at least 14 days prior to the next billing cycle. Upon renewal, the subscription will continue at the current pricing applicable at the time of renewal, which may differ from the original subscription rate.
6.7 Pup Essentials Subscription The Pup Essentials subscription is a flexible monthly subscription and may be cancelled at any time by sending written notice to info@poochparcels.co.za.

Cancellation requests must be received at least 7 days prior to the next billing date to avoid being charged for the upcoming month. If cancellation notice is received less than 7 days before billing, the next month’s parcel will still be processed and delivered, and the subscription will be cancelled thereafter.

6.8 Pricing Adjustments Pooch Parcels reserves the right to adjust subscription pricing where necessary due to increases in supplier costs, courier charges, packaging costs, or other operational expenses. Subscribers will be given reasonable notice of any pricing adjustments prior to such changes taking effect. Continued use of the subscription after the effective date of the pricing adjustment will constitute acceptance of the revised pricing.

7. Limitation of Liability

7.1 While every effort is made to ensure product safety and quality, Pooch Parcels shall not be liable for any indirect, incidental, or consequential damages arising from the use or misuse of our products.
7.2 Responsibility for ensuring product suitability for your pet rests solely with the customer.

8. Privacy and Data Protection

We comply with the Protection of Personal Information Act (POPIA). Personal data is collected and processed only for the purpose of fulfilling orders, managing subscriptions, and providing customer support. Information will not be shared with third parties except as required by law or to process deliveries and payments.

9. Intellectual Property

All content on our website, including logos, images, text, and product descriptions, remains the property of Pooch Parcels and may not be reproduced or distributed without written consent.

10. Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of South Africa. Any disputes shall be resolved in the appropriate South African court having jurisdiction.

11. Amendments

Pooch Parcels reserves the right to update or amend these Terms at any time. Changes will take effect immediately upon publication on our website.

12. Contact Information

For any queries regarding these Terms or our services, please contact us at:
📧 info@poochparcels.co.za