Terms of service

General Terms and Conditions
Version: October 2026
Name: WOLFORK B.V.
Chamber of Commerce registration number: 90700155
Address: Meerweg 45 | 1405 BD Bussum | The Netherlands

1. Who are we?

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

b. Wolfork sells and delivers dog food, both as one-off packs and through subscriptions. 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, are also referred to below as the “products”.

2. Applicability

a. These general terms and conditions apply to all agreements that Wolfork enters into with customers. The customer is also referred to below as “customer” or “you”.

b. We reserve the right to amend these general terms and conditions. We will notify you of any proposed changes if there is an agreement between Wolfork and you that continues beyond the amendment. If you object to the amended terms, you may terminate your agreement through your account or by emailing info@wolfork.com.

3. The offer

a. The products and/or services offered, including the stated prices, constitute a non-binding offer that you may accept.

b. Our offer includes a description of the products and/or services that is as complete and accurate as possible. However, we cannot prevent occasional mistakes. Obvious errors in our offer are not binding.

c. The products ordered are expressly not intended for resale. We therefore only accept orders in quantities suitable for a household or for personal use. We reserve the right to refuse and/or cancel an order if we believe that it does not meet the requirements in the second sentence of this clause, without owing any compensation or damages. This does not affect our obligation to refund the amount you paid for an order that we refuse or cancel.

d. You can choose between one-off packs and subscriptions. One-off packs are available with 2, 4 or 8 bags and constitute a single order without further obligations. A subscription can be taken out for 2, 4 or 8 bags per delivery. Under a subscription, products are delivered periodically until you cancel the subscription. Wolfork determines the delivery frequency based on your chosen subscription and the daily amount of food you give your dog. You can easily change the daily amount and recipe in your account. If you make a change, we will adjust the delivery frequency accordingly.

e. With a subscription, you receive a standard discount on the regular price of the products. This subscription discount is 7.5% for a subscription of 2 bags, 10% for 4 bags and 15% for 8 bags per delivery. On the first delivery of a new subscription, you receive a one-off welcome discount of 50% instead of the subscription discount. From the second delivery onwards, the subscription discount applies for as long as the subscription continues. The subscription discount ends when the subscription is cancelled.

f. You may cancel, pause or change your subscription (for example, the number of bags per delivery) at any time, free of charge, through your account or by emailing info@wolfork.com. The cancellation, pause or change takes effect from the next delivery that has not yet been put into processing at that time. If you change the number of bags, the corresponding subscription discount applies from that point onwards. We will confirm your cancellation by email.

4. Formation of the agreement

a. To place an order, we ask you to create a profile so that we can get to know your dog for your personalised order and you can manage your preferences. This also makes it quicker and easier to place future orders.

b. If we accept your order, we will send you an email confirming this. An agreement is formed at that point. If it turns out that we cannot deliver the order in the manner stated in our offer and/or your order, we will contact you to inform you of any possible differences. If you and we subsequently agree, an agreement is also formed. 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 up to date and truthful. You must not disclose your password to third parties.

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

6. Delivery

a. The delivery time windows stated in your customer account on the website, in the track and trace app or in the confirmation email are indicative and do not confer any rights. We aim to meet your chosen delivery day and/or time window, but may deviate from these due to unforeseen circumstances, force majeure or public holidays, among other reasons.

b. We deliver your order after payment has been received. For a subscription, payment for each delivery is collected before dispatch (article 8(a)).

c. We deliver throughout the Netherlands, except for the Wadden Islands. If the agreement concerns a gift card, voucher or discount code, it will be sent by email.

d. We deliver to the address you have entered as the delivery address in your customer account on our website. Any additional costs incurred by Wolfork due to an incorrect address will be charged to the customer.

e. We will notify you in good time when your order will be delivered. You must ensure that you are present at the specified delivery address to receive the order, or provide a different address in good time where the order can be received. If delivery is not possible for a reason on your side, this is, in principle, your responsibility. As the products are frozen, we cannot guarantee their quality in that situation and, in principle, no refund will be made.

f. Someone must always be present at delivery to receive the parcel in person and place the products in the freezer immediately. If you are not at home, the order may be delivered to your neighbours with your permission. The order is then considered delivered at the time it is handed over. If a problem with the order arises afterwards, please contact us and we will work with you to find an appropriate solution. The announced delivery time is not binding and Wolfork may deviate from it, for example in the event of extreme weather conditions in which product quality can no longer be guaranteed, or other instances of force majeure (article 10(e)).

g. Does your order arrive in poor condition, for example because the products are partially or fully thawed? Take photographs of the products and packaging, place the products in the freezer immediately and contact us as soon as possible at info@wolfork.com. We will work with you to find an appropriate solution.

7. Prices

a. Prices include value added tax (VAT) and delivery within the Netherlands, both for one-off packs and subscriptions.

b. Amounts owed to Wolfork are immediately due and payable.

c. Payment may only be made using the payment methods agreed and indicated when you placed the order. You must pay within the agreed payment period.

d. Wolfork is entitled to adjust prices at any time. For an ongoing subscription, we will inform you of a price change in advance. You may then cancel the subscription free of charge before the new price takes effect.

8. Payment

a. Orders are charged to the payment method you have provided. For a subscription, each delivery is charged automatically to that payment method before dispatch.

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

9. Vouchers, discount codes and gift cards

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

b. The welcome discount of 50% on the first subscription delivery (article 3(e)) applies when you take out a new subscription for a recipe for which you do not have a subscription at that time. This discount is available to new and existing customers, including customers who have previously purchased a trial pack. No welcome discount applies to one-off packs. Discount codes and vouchers apply only to a first order with Wolfork unless expressly stated otherwise, for example a discount intended for former customers or a discount code for a repeat purchase (article 9(i)). If you are already a Wolfork customer, you cannot redeem a discount code and/or voucher intended exclusively for new customers. This does not restrict the welcome discount described above for a new subscription to a recipe for which you do not already have a subscription. Only one account is permitted 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. We may carry out checks per household to prevent misuse of discounts. We may determine whether you qualify for a discount using the information used for an existing or recent agreement, such as your name, telephone number, delivery address, email address and/or payment method.

d. Some products and/or services may be excluded from discounts, such as products subject to an additional charge or 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. They cannot be combined with other offers, including the subscription discount and welcome discount, unless expressly stated otherwise, and cannot be exchanged for cash. Please also note that some discount codes are only valid for a particular type of product.

f. Any fraud or attempted fraud, or other unauthorised actions, will be recorded and will result in the use of discount codes being denied. Wolfork may withdraw or invalidate discount codes and vouchers in the event of suspected misuse or fraud, or if there is another justified reason to do so.

g. Personal discount codes are intended solely for your own use and must not be shared with others, including through a website or social media. If shared, all discounts obtained through them will be revoked. Wolfork also reserves the right to withdraw a personal code after misuse.

h. We reserve the right to block user accounts or pet profiles, stop outgoing deliveries and/or remove offers from user accounts if we identify misuse or improper use of discount codes, vouchers or gift cards.

i. Customers who have purchased a one-off pack may receive a personal discount code by email after their purchase for a repeat purchase. The discount amount, validity period and conditions will be stated in that email. There is no entitlement to receive such a discount code. Wolfork determines at its own discretion whether and when to provide one. You will not receive these emails if you have unsubscribed from our emails (article 11(b)).

10. Liability of Wolfork

a. Wolfork is liable for damage you suffer because Wolfork fails to fulfil an obligation under the agreement, fulfils it late or fulfils it improperly, insofar as that damage is attributable to Wolfork and qualifies for compensation under the law.

b. Nothing in these general terms and conditions limits or excludes Wolfork's liability to the extent that doing so is not permitted by law, including liability for damage resulting from intent or deliberate recklessness, personal injury and product liability. Your statutory rights as a consumer, such as the right to a product that meets the applicable requirements, also remain unaffected.

c. Wolfork is not liable for damage resulting from incorrect or incomplete information you have provided to us, or from the loss or sharing of your password, unless the damage is attributable to Wolfork.

d. Wolfork is not liable for damage resulting from failure to follow Wolfork's product and usage instructions and warnings.

e. Wolfork is not liable for damage resulting from force majeure within the meaning of the law (article 6:75 of the Dutch Civil Code), which may include strikes, illness, fire, unforeseen disruptions at one or more of Wolfork's suppliers, transport problems, weather conditions, violence, civil unrest, riots or action by the police and/or fire brigade. Force majeure also includes such unforeseen circumstances affecting third parties that Wolfork uses to perform the agreement.

f. The liability provisions in the preceding paragraphs also apply to the personal liability of Wolfork's corporate bodies, employees and persons assisting in the performance of its obligations. They may rely on these provisions.

g. You acknowledge that the feeding guides and recipe recommendations we provide are intended as guidance only. As a pet owner, you are responsible for monitoring your pet's weight and condition and notifying us of any changes, as these may affect your tailored nutritional advice. If you are concerned about your pet's weight or 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. We always recommend speaking with your local veterinarian, who knows your pet's medical history and can examine them in person.

h. Nothing on our website 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, or may be interpreted as, medical advice. Consult your veterinarian if you are concerned about your pet's health.

i. You acknowledge that the products you order are delivered in a box that may weigh ten kilograms or more. Take extra care when accepting delivery and unpacking the order, if necessary directly from the box on the floor.

11. Privacy

a. We process your personal data when handling an order. To inform you about what happens to your personal data, we provide a privacy statement on our website. Questions about how Wolfork handles your personal data may be sent 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 may unsubscribe or change your preferences at any time using the link at the bottom of the emails or by contacting our customer service team. You can also unsubscribe through the settings in your customer account. You may request further information about email marketing and the use of your personal data in our other marketing channels by emailing info@wolfork.com.

12. Fraud

a. We reserve the right to investigate any accounts we suspect of involvement in incorrect or fraudulent activities.

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

13. Complaints

a. Quality is a priority at Wolfork and we do everything we can to prevent complaints. We have a complaints policy, and you may contact us about it at info@wolfork.com. We will provide a substantive response to your complaint within ten working days.

b. If you have a complaint, state the details of the product you are dissatisfied with and the reason. Report a defect as soon as possible after discovering it. For frozen products, we ask you preferably to report a defect immediately upon receipt so that we can offer a solution quickly. For partially or fully thawed products, follow the procedure in article 6(g). We may ask you for further information about your complaint. If we acknowledge an error on our part, or agree a refund, credit or discount with you, we will ensure that you receive it within seven working days. We may refuse a refund, credit or discount if it turns out that the product was dispatched in a saleable and suitable condition and that you received the product you ordered from us.

c. If you are dissatisfied with the way we have handled your complaint and we cannot resolve the matter together, you may submit the dispute to the competent court. For a cross-border dispute, you may also contact the European Consumer Centre Netherlands.

14. Intellectual property

Our website and services are protected by intellectual property rights. Rights to logos, software, text and images, for example, belong to Wolfork and/or the party from whom we have obtained a licence. You may not publish, reproduce and/or modify parts of our website or services without our express permission, except for personal use.

15. Other provisions

a. All agreements between Wolfork and you to which these general terms and conditions apply are governed exclusively by Dutch law.

b. All disputes arising from the agreement between Wolfork and you as a customer will be submitted to the court with jurisdiction under the law.

c. If a provision in these general terms and conditions or in the agreement is or becomes legally invalid, the remaining provisions remain valid. In that case, the invalid provision will be replaced by a new provision that corresponds as closely as possible to the original in terms of content, scope and/or purpose.

d. We may transfer any agreement with you to another party, and by accepting these general terms and conditions you consent in advance to such a transfer. We will always inform you in writing if this happens and guarantee that your rights under the agreement will not be adversely affected by a transfer. If you disagree with the transfer, you may terminate the agreement free of charge.

16. Right of withdrawal

a. Frozen food: no right of withdrawal applies to Wolfork's frozen products because these products are liable to deteriorate rapidly and have a limited shelf life (article 6:230p(f)(2) of the Dutch Civil Code). The same applies to products made to your specifications or personalised for your dog (article 6:230p(f)(1) of the Dutch Civil Code). These orders therefore cannot be returned or cancelled once the agreement has been formed. You may, however, always cancel, pause or change a subscription for future deliveries (article 3(f)).

b. Other products: the statutory right of withdrawal applies to non-perishable and non-personalised products. In that case, you may withdraw from the agreement without giving a reason within 14 days after the day on which you, or a third party designated by you other than the carrier, received the product. Products sealed for health protection or hygiene reasons whose seal has been broken after delivery are excluded from the right of withdrawal.

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

d. Exercising the right: you may exercise your right of withdrawal by sending an unambiguous statement to info@wolfork.com within the specified period or by using the designated withdrawal function on our website. We will send you confirmation of receipt of your withdrawal without delay.

e. Returns and refunds: if you have received a product to which the right of withdrawal applies, return it to us within 14 days after your withdrawal. You are responsible for the direct costs of returning it. We will 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 withhold the refund until we have received the product back or until you have provided evidence that you have returned it.

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