Terms of service

Name: WOLFORK B.V.

Chamber of Commerce: 90700155

Address: Meerweg 45 | 1405 BD Bussum | Netherlands

1. Who are we?

a.        Wolfork B.V. is a company active in personalised pet food, established at Meerweg 45 | 1405 BD Bussum | Netherlands, and will hereinafter also be referred to as “Wolfork” or “we”.

b.        Wolfork sells and delivers dog food. Wolfork also offers vouchers and discount codes.

c.        The nutritional advice (the recipe and recommended daily amount) as well as additional products and/or gift cards, vouchers and discount codes will hereinafter also be referred to as the “products”.

2. Applicability

a.        These general terms and conditions apply to all agreements that Wolfork concludes with customers. The customer will hereinafter also be referred to as: “customer” or “you”.

b.        We reserve the right to amend these general terms and conditions. We will notify you of any intended changes in the event that an agreement exists between Wolfork and you that continues beyond the change. Should you object to the amended terms, you have the option to terminate your agreement via your account or via info@wolfork.com.

3. The offer

a.        The products and/or services offered, including the stated prices, constitute a non-binding offer that can be accepted by you.

b.        Our offer contains a description of the products and/or services offered that is as complete and accurate as possible. However, we cannot prevent a mistake from sometimes being made, and we note that obvious errors in our offer are not binding.

c.        The ordered products are expressly not intended for resale. Therefore, only orders of household size or for personal use are accepted. We reserve the right to refuse and/or cancel an order if we believe the order does not align with the second sentence of this article, without us then owing any compensation or damages. This does not affect the fact that the amount paid by you for an order refused or cancelled by us will be refunded by us.

4. Conclusion of the agreement

a.        To place an order, we ask you to create a profile so we can get to know your dog for your personalised order, and to manage your preferences, so that you can place orders more quickly and easily in future.

b.        If we accept the order, you will receive an email from us confirming this. An agreement then arises. If it turns out that we cannot deliver the order in the manner indicated in our offer and/or with the order, we will contact you to inform you of possible deviations. If there is subsequently agreement between you and us, an agreement also arises. We may also refuse an order.

5. Your obligations

a.        All information you provide to Wolfork at any time, for example during the ordering process, must be current and truthful. Your password may not be passed on to third parties.

b.        Wolfork advises you to always carefully read and observe the product labels, product and usage instructions and warnings (i) on the website and (ii) (where present) with the delivered products.

6. Delivery

a.        The delivery time windows, as stated in the customer account on the website, in the track & trace app or in the confirmation email, are indicative, and no rights can be derived from them. We aim to meet the delivery day and/or time window you have chosen and may deviate from this due to, among other things, unforeseen circumstances, force majeure or in connection with public holidays.

b.        In certain cases, Wolfork may charge additional costs for delivery in a specific time window. Additional costs charged for the delivery of the products you have ordered are always communicated in advance when choosing the time window.

c.        Unfortunately, we cannot guarantee delivery times. Should we be later than indicated, we are not liable for any damage.

d.        We reserve the right to deliver to the customer only after payment of the total amount of the order (incl. delivery costs). You cannot invoke an earlier delivery in this respect.

e.        We deliver throughout the Netherlands, with the exception of the Wadden Islands. If the agreement concerns a gift card, voucher or discount code, it is sent by email.

f.         We deliver to the address you have entered as the delivery address in your customer account on our website. All additional costs of Wolfork caused by an incorrect address will be charged to the customer. No refund takes place if delivery is refused.

g.        You ensure that the products can be delivered at the delivery address you have provided and during the time window you have provided. Should delivery not be possible, we do not vouch for the quality of the product. No refund takes place if the products cannot be delivered in line with this article.

h.        If personal delivery of the products is not possible, the agreement can be fulfilled by offering the products to neighbours or by placing them in front of the door of the residence. Delivery in this way is entirely at your own risk and Wolfork is then not responsible for any spoilage or disappearance of the products. The announced delivery time is not binding and Wolfork may deviate from it, for example in the event of (extreme) weather conditions where the quality of the products can no longer be guaranteed or in other cases of force majeure (article 10 sub e).

7. Prices and shipping costs

a.        Prices include turnover tax (VAT) and exclude shipping costs within the Netherlands, unless stated otherwise.

b.        Wolfork’s claims are immediately due and payable.

c.        For payment, you can only use the payment methods agreed and indicated with the order. You are obliged to pay within the agreed payment term.

d.        Wolfork is entitled to adjust prices at any time.

8. Payment

a.        Orders are charged via the payment method you have provided.

b.        It is your own responsibility to ensure that the details of your payment method are valid and up to date.

9. Vouchers, discount codes, gift cards

a.        Wolfork offers gift cards, discount codes and other variants of vouchers, whereby activation by email is required, so that customers can receive products from Wolfork. Once the voucher has been redeemed via the website, it can no longer be used or is invalid.

b.        An offered discount is intended to give new customers the chance to try out Wolfork. Discount codes and vouchers only relate to a first order with Wolfork, unless expressly stated otherwise, such as a discount intended for former customers. If you are already a Wolfork customer, you cannot redeem the discount code and/or voucher. It is only possible to redeem a discount once per household. It is only permitted to have one account per household.

c.        Wolfork determines at its own discretion whether someone qualifies for a discount and may limit the conditions or duration to prevent misuse of the discounts. We may carry out checks per household to prevent misuse of the discounts. Based on the data used for an existing or recent agreement, such as your name, telephone number, delivery address, email address and/or payment method, we can determine whether you qualify for the discount.

d.        Some products and/or services may be excluded from the discount, such as products at an additional price, one-off (additional) products, unless expressly stated otherwise.

e.        Discount codes and vouchers can only be redeemed on the Wolfork website and can only be used once. The discount codes and vouchers cannot be combined with other offers and are not exchangeable for cash. Also note that some discount codes are only valid on a certain type of product.

f.         Any (attempt at) fraud or other non-permitted actions will be registered and will result in the use of the discount codes being denied. Wolfork has the right to withdraw or invalidate discount codes and vouchers if it deems this necessary for any reason whatsoever.

g.        Personal discount codes are intended to be shared with friendly, professional or family relations. These discount codes may not be shared publicly with strangers. All discounts acquired as a result will consequently not apply. Wolfork also reserves the right to withdraw the personal code after misuse.

h.        A successful referral takes place when someone signs up with Wolfork using your unique referral code, and products are subsequently ordered and delivered by Wolfork. When you receive a referral code as part of this scheme, you agree that you will not share this code with other persons, including but not limited to posting the code on a website or social media platform, sending the code via a private messaging service, and advertisements referring to the trademark for competitive purposes. We reserve the right to withdraw participation in the programme for any user who breaches these conditions.

i.         We reserve the right to block user accounts or pet profiles and to prevent outgoing deliveries and/or to remove offers from user accounts when we discover misuse or unfair treatment of the Wolfork gift programme, referral code(s) and associated reward(s).

10. Liability of Wolfork

a.        Wolfork is only liable for property damage and/or personal injury suffered by the customer if that damage arose as a direct and exclusive result of the failure to fulfil an obligation of Wolfork, or in the event of intent or deliberate recklessness on the part of Wolfork or its employees, on the understanding that only that damage qualifies for compensation against which Wolfork is insured, or reasonably and fairly should have been insured.

b.        Liability of Wolfork for indirect damage, including consequential damage, lost profit or income, missed savings and so on, is excluded.

c.        Wolfork is never liable for any damage as a result of incorrect information provided by you to us and/or the loss of your own password, and you indemnify Wolfork against any third-party claims connected therewith.

d.        Wolfork is never liable for any damage caused by not following the product and usage instructions and warnings given by Wolfork, and you indemnify Wolfork against any third-party claims connected therewith.

e.        Wolfork is never liable for damage as a result of force majeure, which includes for example, but not exclusively: strike, illness, fire, malfunctions or delays at Wolfork or (one of) its suppliers, transport problems, weather conditions, violence, rebellion, riots or action by police and/or fire brigade. Force majeure also includes such unforeseen circumstances at third parties that Wolfork uses in performing the agreement.

f.         The liability provisions in the preceding paragraphs also apply to (personal) liability of bodies, employees and auxiliary persons of Wolfork. They can invoke these.

g.        You acknowledge that the feeding guides and recipe recommendations provided by us are intended solely as a guideline. It is your responsibility as a pet owner to monitor the weight and condition of your pet and to inform us of any changes in weight or condition, as these may affect your tailored nutritional advice. If you are concerned about your pet’s weight and condition, consult your veterinarian. Any advice given by a member of the Wolfork team, including our nutritional scientists or veterinary professionals, is general in nature and not specific to your pet, and we always recommend speaking with your local veterinarian who knows your pet’s medical history and can examine it in person.

h.        Nothing on our site or communicated to you by us or any of our representatives, including advice from our in-house nutritional scientists or veterinary professionals, is intended as, and may not be construed as, medical advice. Consult your veterinarian if you are concerned about the health of your pet.

i.         You are aware that ordered products are delivered in a box that may weigh ten kilos or more. So extra care is required when accepting the delivery and unpacking the contents of the order, if necessary directly from the box onto the ground.

11. Privacy

a.        When processing an order, we process your personal data. To inform you about what happens with your personal data, we maintain a privacy statement that you can find on our website. Questions about how Wolfork handles your personal data can be directed to info@wolfork.com.

b.        If you place an order, Wolfork may use your email address to offer you similar products and services by email. If you no longer wish to receive newsletters, you can unsubscribe or change your preferences at any time. This can be done via the link at the bottom of the emails or via our customer service. You can also unsubscribe via the settings in your customer account. More information about email marketing and the use of your personal data in our other marketing channels can be requested via info@wolfork.com.

12. Fraud

a.        We reserve the right to investigate all accounts that we suspect involve incorrect or fraudulent activities.

b.        We reserve the right to block or terminate your order and/or account after incorrect or fraudulent activities.

13. Complaints

a.        Quality is highly valued at Wolfork and we do everything we can to prevent complaints. Within Wolfork we maintain a complaints policy, for which you can contact info@wolfork.com. We will provide a substantive response to the submitted complaint within ten working days.

b.        If you have a complaint, please state the details about the product you are dissatisfied with and the reason for this. Do this within 7 working days after you have received the product from us. We may ask you for more information about your complaint. If a fault on our part has been agreed, and/or a refund, credit or discount has been agreed, we will endeavour to refund you within 7 working days. We reserve the right not to refund, credit or grant a discount to your account if we are of the opinion that the product was shipped in a saleable and suitable condition and that you received the product you ordered from us.

c.        If you are not satisfied with the way we have handled your complaint, you can report your complaint via the ODR platform of the European Commission. This is a platform set up by the EU for all consumers throughout Europe.

14. Intellectual property

Our website and services are protected by intellectual property rights. The rights to, for example, logos, software, texts and images belong to Wolfork and/or to the party from whom we have obtained a licence. It is not permitted to publish, reproduce and/or modify parts of our website or services without our express permission, other than for personal use.

15. Other provisions

a.        Dutch law applies exclusively to all agreements between Wolfork and you to which these general terms and conditions relate.

b.        All disputes arising from the agreement between Wolfork and you as a customer will be adjudicated exclusively by the court in Amsterdam.

c.        Should a provision in these general terms and conditions or in the agreement not be, or cease to be, legally valid, the remaining provisions remain valid. In that case, the invalid provision is replaced by a new provision that corresponds as closely as possible to the old one in terms of content, scope and/or objective.

d.        We may transfer any agreement with you to someone else, and you agree in advance to a contract takeover by accepting these general terms and conditions. We will always notify you in writing if this happens, and we guarantee that your rights under the agreement will not be adversely affected by any contract takeover.

16. Right of withdrawal

a.        Fresh and frozen food: for Wolfork’s fresh and frozen products, the right of withdrawal does not apply, as these products are perishable and have a limited shelf life (Article 6:230p(f)(2) of the Dutch Civil Code). The same applies to products that are made to your specifications or personalised for your dog (Article 6:230p(f)(1) of the Dutch Civil Code). These orders can therefore not be returned or cancelled once the agreement has been concluded.

b.        Other products: the statutory right of withdrawal applies to non-perishable and non-personalised products. In that case, you have the right to dissolve the agreement without giving reasons within 14 days after the day on which you, or a third party designated by you who is not the carrier, received the product. Products that are sealed for reasons of health protection or hygiene and whose seal has been broken after delivery are excluded from the right of withdrawal.

c.        Gift cards and vouchers: a withdrawal period of 14 days after the day of purchase also applies to purchased gift cards and vouchers, provided that the gift card or voucher has not yet been fully or partially redeemed at the time of withdrawal.

d.        Exercise: you can exercise your right of withdrawal by sending an unambiguous statement to info@wolfork.com within the stated period, or by using the cancellation function intended for this purpose on our website. We will send you confirmation of receipt of your withdrawal without delay.

e.        Return and refund: if you have received a product to which the right of withdrawal applies, you return it to us within 14 days after your withdrawal. The direct costs of return are at your expense. We refund all payments received from you, including any standard delivery costs, within 14 days after the day on which we received your withdrawal, using the same payment method you used to pay. We may wait to refund until we have received the product back or until you have demonstrated that you have returned the product.

f.         You are liable for any diminished value of the product resulting from handling the product beyond what is necessary to establish the nature, characteristics and functioning of the product.