Terms of service
TERMS OF SERVICE
Last updated: 3 September 2026
OVERVIEW
Welcome to KÖOL PETS. The terms "we", "us" and "our" refer to KÖOL PETS, operated by A.C.N. 694 019 817 PTY LTD. KÖOL PETS operates this store and website, including all related information, content, features, tools, products and services (the "Services"). KÖOL PETS is powered by Shopify.
These Terms of Service, together with any policies referenced in them, describe your rights and responsibilities when you use the Services.
Please read these Terms carefully. They include important information about your legal rights and cover areas such as warranty disclaimers and limitations of liability.
By visiting, interacting with or using our Services, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree, you should not use or access our Services.
SECTION 1 - ELIGIBILITY AND ACCOUNT
By agreeing to these Terms, you confirm that you are at least 18 years of age, or that you are the age of majority in your place of residence.
To use the Services you may be asked to provide information such as your email address, billing details, payment details and shipping address. You represent that all information you provide is current, complete and accurate.
If you create an account, you are responsible for keeping your login details secure and for all activity that occurs under your account. Tell us promptly if you believe your account has been accessed without your permission.
We may refuse service, close accounts, or cancel orders at our discretion, including where we reasonably suspect fraudulent or abusive activity.
SECTION 2 - OUR PRODUCTS
We sell supplements and daily-care products for dogs.
Our products are not veterinary medicines. They are not intended to diagnose, treat, cure or prevent any disease or condition in any animal.
Nothing on our website, in our marketing, or in any communication from us is veterinary advice. If your dog is unwell, pregnant, nursing, or taking medication, speak to your veterinarian before using any product. If your dog has an adverse reaction, stop use and contact your veterinarian.
You are responsible for reading the label and following the dosage guidance provided.
SECTION 3 - PRODUCT INFORMATION AND AVAILABILITY
We try to display our products, ingredients and packaging accurately. Colours and images may vary depending on your screen.
We may change or discontinue products at any time without notice. All products are subject to availability. We may limit quantities per customer, per household or per order.
SECTION 4 - PRICING AND ERRORS
Prices are shown in the currency selected at checkout and may change without notice.
Occasionally information on our site may contain errors, inaccuracies or omissions relating to price, description, promotions or availability. We reserve the right to correct errors and to cancel or refuse any order placed on incorrect information, including after an order has been submitted. If we cancel an order for this reason, we will refund you in full.
SECTION 5 - ORDERS AND PAYMENT
Submitting an order is an offer to buy. Your order is accepted when we dispatch it, or when we send you confirmation of acceptance, whichever happens first.
Payment is taken at checkout. By providing payment details you confirm you are authorised to use the payment method.
We may refuse or cancel any order at our discretion.
SECTION 6 - SUBSCRIPTIONS
Some products are offered on subscription. When you purchase a subscription you receive repeat deliveries at the frequency you select, and your payment method is charged for each delivery.
You may change your delivery date, skip a delivery, or cancel at any time from your account. There is no call to make and no email to send.
Cancelling stops future orders. It does not cancel or refund an order already processed or shipped.
Our Purchase Options Cancellation Policy forms part of these Terms.
SECTION 7 - SHIPPING AND DELIVERY
Delivery times are estimates, not guarantees. Our Shipping Policy sets out where we ship, expected timeframes, costs, and what happens if an order is late or does not arrive. It forms part of these Terms.
Risk in the products passes to you on delivery.
SECTION 8 - RETURNS AND REFUNDS
Our Return and Refund Policy sets out our money back guarantee and how to claim. It forms part of these Terms.
SECTION 9 - ACCEPTABLE USE
You agree not to use the Services:
for any unlawful purpose, or to solicit others to unlawful acts;
to violate any regulation, rule, law or ordinance;
to infringe our intellectual property rights or those of others;
to harass, abuse, defame, or discriminate against any person or group;
to submit false or misleading information;
to upload or transmit viruses or any code of a destructive nature;
to collect or track the personal information of others;
to spam, phish, pharm, pretext, spider, crawl or scrape;
for any obscene or immoral purpose;
to interfere with or circumvent the security features of the Services.
We may terminate your use of the Services for breach of this section.
SECTION 10 - INTELLECTUAL PROPERTY
All content on the Services, including text, graphics, logos, images, product names and design, is owned by or licensed to us and is protected by intellectual property laws.
You may not reproduce, copy, sell, resell or exploit any part of the Services without our written permission.
SECTION 11 - REVIEWS, COMMENTS AND SUBMISSIONS
If you send us reviews, comments, photographs, suggestions or other material, you grant us a non-exclusive, royalty-free, perpetual, worldwide licence to use, reproduce, modify, publish and display that material in any medium.
You agree that your submissions are your own, are not false or misleading, and do not infringe the rights of any third party.
We may edit or remove any submission at our discretion. We are under no obligation to publish or maintain any submission.
SECTION 12 - THIRD PARTY LINKS AND SERVICES
The Services may contain links to third party websites or services that we do not control. We are not responsible for their content, accuracy, or practices.
Payment processing, shipping and other functions may be provided by third parties. Your use of those services may be subject to their own terms.
SECTION 13 - DISCLAIMER OF WARRANTIES
Except as set out in Section 14, and to the maximum extent permitted by law, the Services and products are provided on an "as is" and "as available" basis without warranties of any kind, express or implied.
We do not warrant that the Services will be uninterrupted, secure, or error free, or that results obtained from using them will be accurate or reliable.
We make no guarantee that any product will produce a particular result for any individual dog. Results vary.
SECTION 14 - AUSTRALIAN CONSUMER LAW AND OTHER CONSUMER RIGHTS
Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where our liability cannot be excluded but may be limited, our liability is limited, at our option, to replacing the goods, supplying equivalent goods, or paying the cost of doing so.
Customers in other countries may have additional rights under their local consumer protection laws that cannot be waived. Nothing in these Terms limits those rights.
SECTION 15 - LIMITATION OF LIABILITY
Subject to Section 14, and to the maximum extent permitted by law, we are not liable for any indirect, incidental, special, consequential or punitive damages, or for loss of profits, revenue, data or goodwill, arising from your use of the Services or any product.
Subject to Section 14, our total liability to you for any claim arising out of or relating to these Terms or any product is limited to the amount you paid us for the product giving rise to the claim.
SECTION 16 - INDEMNIFICATION
You agree to indemnify and hold harmless KÖOL PETS, A.C.N. 694 019 817 PTY LTD, and our officers, employees and agents from any claim or demand, including reasonable legal fees, arising out of your breach of these Terms or your violation of any law or the rights of a third party.
SECTION 17 - PRIVACY
Your submission of personal information through the Services is governed by our Privacy Policy, which forms part of these Terms.
SECTION 18 - TERMINATION
These Terms are effective unless and until terminated by either you or us. You may terminate by ceasing to use the Services and closing any account you hold.
We may terminate or suspend your access at any time, without notice, if we believe you have breached these Terms.
Obligations and liabilities incurred before termination survive termination.
SECTION 19 - SEVERABILITY
If any provision of these Terms is found to be unlawful, void or unenforceable, that provision will be severed to the minimum extent necessary and the remaining provisions continue in full force.
SECTION 20 - ENTIRE AGREEMENT
These Terms, together with the policies referenced in them, constitute the entire agreement between you and us and supersede any prior agreements or communications.
Any ambiguity in these Terms will not be construed against the drafting party.
Our failure to exercise or enforce any right or provision does not constitute a waiver of that right or provision.
SECTION 21 - GOVERNING LAW AND JURISDICTION
These Terms are governed by the laws of New South Wales, Australia.
You and KÖOL PETS submit to the non-exclusive jurisdiction of the courts of New South Wales, Australia.
Nothing in this section limits any right you may have to bring proceedings in your country of residence where the law of that country gives you that right.
SECTION 22 - HEADINGS
The headings in these Terms are for convenience only and do not limit or affect the Terms.
SECTION 23 - CHANGES TO THESE TERMS
You can review the most current version of these Terms at any time on this page.
We may update, change or replace any part of these Terms by posting updates to our website. It is your responsibility to check this page periodically. We will notify you of material changes in accordance with applicable law, and those changes take effect on the date specified in the notice.
Your continued use of the Services after changes are posted constitutes acceptance of those changes.
SECTION 24 - CONTACT INFORMATION
Questions about these Terms of Service should be sent to hello@koolpets.co.
Our contact details are:
A.C.N. 694 019 817 PTY LTD
trading as KÖOL PETS
368 Sussex Street, Suite 526, Sydney NSW 2000, Australia
hello@koolpets.co
ACN: 694 019 817
We answer within 2 business days.