Terms of service
Terms of Service
Last updated: September 4, 2026
These Terms of Service ("Terms") govern your use of the PetRoot website and your purchase and use of products and services offered by PetRoot.
PetRoot is operated by Scaling Co. ("PetRoot," "we," "us," or "our").
By accessing our website, placing an order or otherwise using our services (collectively, the "Services"), you agree to these Terms together with any policies referenced in them.
Please read these Terms carefully before using our Services.
Nothing in these Terms limits or excludes any mandatory consumer rights that apply to you under applicable law.
1. Online Store Terms
By using our Services, you confirm that you have the legal capacity required to enter into transactions through our website.
You may not use our website, products or Services for any illegal, fraudulent or unauthorised purpose.
You may not transmit viruses, malware or other harmful code or attempt to interfere with the operation, security or integrity of our website or Services.
We may suspend or terminate access to our Services where we reasonably believe these Terms have been violated, subject to applicable law.
2. General Conditions
We reserve the right to refuse or restrict access to our Services where reasonably necessary, including for security, fraud prevention, misuse of our Services or legal and regulatory reasons.
Any such action will be taken in accordance with applicable law and will not unlawfully discriminate against customers.
You may not reproduce, duplicate, copy, sell, resell, exploit or commercially use any part of our Services or website content without our prior written permission, except where permitted by law.
3. Product Information
We make reasonable efforts to ensure that product descriptions, photographs, specifications, instructions, availability and other information displayed on our website are accurate.
However, minor differences may occur, including differences in product appearance caused by screen settings, photography, manufacturing variations or packaging updates.
We may correct errors or update product information where necessary.
Any correction or update will not affect statutory rights relating to products that do not conform to the agreement or description provided at the time of purchase.
4. Prices and Availability
Product prices and availability may change from time to time.
The price applicable to your purchase will be the price displayed when you place your order, except where there is an obvious pricing or technical error that we are legally entitled to correct.
We may introduce, change or discontinue products at any time.
We may also limit quantities available for purchase where reasonably necessary, including to prevent fraud, unauthorised resale or abuse of promotions.
Changes to future prices do not affect orders that have already been validly accepted.
5. Placing an Order
Products displayed on our website constitute an invitation for customers to place an order.
By submitting an order and completing the checkout process, you make an offer to purchase the products in that order.
After placing an order, you will normally receive an automated order confirmation.
Where permitted by applicable law, an automated acknowledgement of your order does not necessarily mean that your order has been accepted for fulfilment.
We reserve the right to reject or cancel an order before fulfilment where there is a legitimate reason to do so, including suspected fraud, incorrect pricing, payment failure, product unavailability, shipping restrictions or an obvious technical error.
If we cancel an order after payment has been collected, any amount paid for the cancelled products will be refunded.
6. Order Cancellations
PetRoot allows standard order cancellation requests within 24 hours after an order is placed, provided that the order has not yet been processed or fulfilled.
If you wish to cancel your order, please contact us at support@petroot.com as soon as possible and include your order number.
Submitting a cancellation request within 24 hours does not guarantee that the order can still be cancelled.
If the order has already been processed, fulfilled or handed over for shipment, we may no longer be able to stop the order through our fulfilment process.
Once 24 hours have passed after placing the order, we do not accept standard pre-fulfilment cancellation requests.
This 24-hour cancellation process is an operational PetRoot policy and is separate from any statutory right of withdrawal or other mandatory consumer rights that may apply.
If an order can no longer be stopped before delivery, you may still have rights to withdraw from or return the purchase in accordance with applicable law and our Refund & Returns Policy.
7. Returns and Refunds
PetRoot offers a 30-day return period as described in our Refund & Returns Policy.
Eligible return requests may be made within 30 days after receiving your order.
The conditions applicable to a return depend on the reason for the return, whether a statutory withdrawal right applies and whether the product is covered by a specific PetRoot money-back guarantee.
Certain products may be covered by an additional 30-Day Money-Back Guarantee where this is clearly stated on the relevant product page.
Please review our Refund & Returns Policy for complete information regarding returns, refunds, damaged products, return shipping and product-specific money-back guarantees.
Nothing in our voluntary return or money-back policies limits mandatory rights available to consumers under applicable law.
8. Shipping and Delivery
Shipping times displayed on our website are estimates unless expressly stated otherwise.
We will make reasonable efforts to process and deliver orders within the expected timeframe.
Delivery times may occasionally be affected by circumstances outside our reasonable control, including carrier delays, customs procedures, weather events, peak periods or other logistical disruptions.
Your statutory rights regarding delayed or failed delivery remain unaffected.
Shipping options, estimated delivery periods and any applicable shipping charges are provided during checkout or in our Shipping Policy.
For orders shipped to customers in the United Kingdom, applicable import duties, customs charges and taxes are paid by us where stated as part of our shipping offer. Customers will not be charged additional import fees on delivery where we have expressly confirmed that such charges are included.
9. Billing and Account Information
You agree to provide current, complete and accurate purchase and account information when placing an order.
You are responsible for ensuring that your billing, shipping and contact information is accurate.
We are not responsible for delivery problems caused solely by incorrect information supplied by a customer where we have already fulfilled the order using the information provided.
If you notice an error in your order information, contact us as soon as possible. We will make reasonable efforts to correct the information before fulfilment, but changes cannot be guaranteed once processing has begun.
We may limit or reject orders that we reasonably believe are fraudulent, abusive or intended for unauthorised resale.
10. Payments
Payments are processed through Shopify and applicable payment providers.
Available payment methods will be displayed during checkout.
You agree to provide valid payment information and confirm that you are authorised to use the payment method selected.
We do not directly store complete payment-card details.
Payment providers may perform fraud prevention, security or verification checks before authorising a transaction.
11. Product Warranty and Consumer Rights
Products purchased from PetRoot are covered by applicable statutory consumer protections.
Products must conform to the agreement and meet the standards required by applicable consumer law.
Nothing in these Terms replaces, restricts or excludes statutory rights relating to defective, damaged, unsafe, incorrectly supplied or non-conforming products.
Any additional commercial warranty or money-back guarantee offered by PetRoot exists in addition to those statutory rights.
12. Optional and Third-Party Services
Our website may provide access to features, applications, payment methods or services supplied by third parties.
Third-party services may operate under their own terms and privacy policies.
We are not responsible for independent third-party services to the extent permitted by applicable law, except where responsibility cannot legally be excluded.
Before using an external service, you should review the applicable third-party terms where appropriate.
13. Third-Party Links
Our website may contain links to third-party websites or services that are not controlled by PetRoot.
The inclusion of a link does not necessarily mean that we endorse or control the third party.
We are not responsible for the content, privacy practices or independent activities of third-party websites.
Transactions entered into directly with third parties are governed by the terms applicable to those third-party services.
14. Reviews, Feedback and User Content
If you voluntarily submit a review, testimonial, photograph, suggestion, feedback or other content to PetRoot, you confirm that you have the necessary rights to provide that content.
You grant PetRoot a non-exclusive, worldwide, royalty-free licence to use, reproduce and display that content for legitimate business and marketing purposes, subject to applicable privacy, consumer and intellectual-property law.
We may moderate or remove content that is unlawful, fraudulent, abusive, defamatory, misleading, obscene, infringes third-party rights or otherwise violates these Terms.
You remain responsible for content you submit.
We will not alter customer reviews in a way that misleadingly changes the customer's opinion or experience.
15. Personal Information
Our collection and use of personal information is governed by our Privacy Policy.
Our Privacy Policy explains the types of personal information we collect, why we process that information, how it may be shared, how long it may be retained and the privacy rights available to you.
For privacy-related questions or requests, contact us at:
16. Errors and Inaccuracies
Occasionally, information on our website may contain typographical errors, inaccuracies or omissions relating to product descriptions, prices, promotions, shipping charges, delivery estimates or availability.
We reserve the right to correct genuine errors and update inaccurate information.
Where legally permitted, we may cancel an affected order where an obvious and material error makes fulfilment impossible or unreasonable.
If we cancel an order for this reason after payment has been made, we will refund the amount paid for the cancelled products.
Nothing in this section allows us to avoid obligations that apply under mandatory consumer law.
17. Prohibited Uses
You may not use the website or Services to engage in unlawful activity; violate intellectual-property, privacy or other legal rights; provide fraudulent or deliberately misleading information; distribute malware or harmful code; attempt to gain unauthorised access to our systems; interfere with our security features; scrape or collect personal information unlawfully; send spam or conduct phishing activities; impersonate another person; or otherwise use the Services in a way that could unlawfully harm PetRoot, our customers or third parties.
We may restrict or terminate access where we reasonably determine that these rules have been violated.
18. Availability of the Service
We aim to keep our website and Services available and functioning correctly.
However, we cannot guarantee uninterrupted or error-free access at all times.
We may temporarily suspend access for maintenance, security updates, technical problems or circumstances outside our reasonable control.
Where reasonably possible, we will aim to minimise disruption.
19. Limitation of Liability
Nothing in these Terms excludes or limits liability where doing so would be prohibited by law.
In particular, nothing in these Terms limits your mandatory statutory consumer rights.
To the maximum extent permitted by applicable law, PetRoot will not be liable for indirect or consequential losses that were not reasonably foreseeable when the relevant agreement was entered into.
We do not exclude liability for fraud, fraudulent misrepresentation, intentional misconduct, gross negligence, death or personal injury where liability cannot lawfully be excluded, or any other liability that applicable law does not permit us to limit or exclude.
Products must always be used in accordance with the instructions, warnings and intended use provided with the product or on the applicable product page.
20. Indemnification
To the extent permitted by applicable law, you agree to be responsible for losses or claims arising directly from your unlawful use of our Services, your intentional violation of these Terms or your infringement of the rights of another person.
Nothing in this section imposes liability on a consumer beyond what is permitted under applicable law.
21. Severability
If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will apply only to the maximum extent permitted by law.
The remaining provisions will continue to apply unless the invalid provision is essential to the agreement and applicable law requires otherwise.
22. Termination
You may stop using our website and Services at any time.
We may restrict or terminate access to our Services where you materially violate these Terms, engage in fraudulent or unlawful conduct or create a genuine security risk.
Termination does not affect rights and obligations that arose before termination, including outstanding payment obligations, refunds, returns or statutory consumer rights.
23. Entire Agreement
These Terms, together with the policies and terms expressly incorporated into them, constitute the agreement governing your use of the Services and purchases from PetRoot to the extent permitted by applicable law.
If any provision is unclear or capable of more than one reasonable interpretation, mandatory rules regarding interpretation in favour of consumers remain unaffected.
24. Governing Law
These Terms and agreements through which PetRoot provides products or Services are governed by the laws of the Netherlands.
If you are a consumer residing in another country, this choice of law does not deprive you of mandatory consumer protections that apply to you under the laws of your country of residence.
Nothing in these Terms requires a consumer to bring a dispute exclusively before a Dutch court where applicable law gives the consumer the right to bring proceedings elsewhere.
25. Changes to These Terms
We may update these Terms from time to time to reflect changes to our Services, business practices or legal obligations.
The current version will be published on our website together with the date of the latest update.
Changes do not retroactively alter completed purchases unless legally permitted and appropriately communicated.
Your continued use of the website after changes are published applies to future use of the Services but does not remove rights arising under agreements already concluded.
26. Contact
For questions regarding these Terms of Service, your order or our policies, please contact:
PetRoot, operated by Scaling Co.
Email: support@petroot.com