Terms & Conditions

1. General

1.1 These terms are important and legally binding. These terms tell you important information about our products and services including how we will provide products and services to you, your payment obligations and the rules for using Balgo.
1.2 Please read these terms carefully before subscribing. By accepting these Terms you agree to be bound by these terms. We recommend that you print a copy of these terms for future reference.

2. About us

2.1 Balgo is provided and operated by Pet Acumen Ltd. (we, us). We are a company registered in England and Wales with company registration number 12889779 and we have our registered office at OFFICE 7, 35-37 Ludgate Hill, London, England, EC4M 7JN.
2.2 You can contact us by email at help@balgo.co.
2.3 If we have to contact you we will do so by writing to you at the email address you provided to us. Please refer to our Privacy and Cookies Notice for further information about marketing communications.

3. Products & services

3.1 Choose the products you wish to purchase by browsing the website using the our shop page. You can easily add products to your basket from one of the product page by selecting your dog’s size and the type of order you wish (one-time purchase or subscription); to delete products from your shopping basket by clicking on the shopping basket icon in the top right of your screen. Delivery charges are calculated at the checkout as detailed in clause 7. We use ‘cookies’ to keep track of what you have in your basket and to remember you when you return to our site. To shop with us you need to have agreed to all cookies and have them enabled. For more information on how we use cookies please read the ‘Cookies’ section of our Privacy and Cookies Policy.
3.2 Once you are happy with your selection proceed to the checkout where you will be required to provide your name, postal address, email address, telephone number, delivery address (if different) and payment details over a secure server connection. Upon completion of the checkout you will receive an email confirmation of your order.
3.3 Our acceptance of your order and formation of a binding contract occurs when we send you a confirmation email of your order. If we choose to end this contract for any reason, we will notify you in writing as soon as possible and refund any unfulfilled transactions within 7 working days.
3.4 Balgo offers alongside a one-time purchase option, a rebillable Subscription Order service and if you do not wish to continue you must cancel your subscription before your next billing date. If you do not cancel, you will be billed for your next supplement cookie box.
3.5. All products are subject to availability. We will inform you as soon as possible if the products you have ordered are not available.
3.6 Balgo reserves the right to vary any and all elements of any offer, voucher or discount code displayed on our website, at any time without notice.
3.7 We may post additional promotional terms and conditions to our site from time to time
3.8 Our products are only available in the UK.
3.9 By placing an order, you warrant that you are at least 18 years of age. If you are under the age of 18, you may not place an order for our goods and services. We reserve the right to refuse to accept any order placed by you or terminate your subscription if we believe that you fail to meet our eligibility criteria (as amended from time to time), or that you have acted in breach of these terms and conditions or any of our other policies (including but not limited to our Privacy Policy and our Terms & Conditions).
3.10 Goods may vary slightly from their pictures. All photography is for illustrative purposes only and the actual item may vary in colour, design and size. The packaging of the goods may vary from that shown in images on our website.
3.11 We reserve the right to amend these terms and conditions from time to time. Any change will be notified on our website. By continuing to use the Site and/ products, you agree to be bound by these Terms as amended.
3.12 From time to time we may update or change our website, products and services or how we provide the Balgo products and services to improve performance, enhance functionality, remove unused features, reflect changes to our business priorities or relevant laws and regulatory requirements, or address security issues.
3.13 We reserves the right to amend the specification of the product if required to conform with any applicable safety, statutory or regulatory requirements, and which do not materially affect their quality or performance. For amendments of more significant nature, we will provide Customer with advance notice of any such significant changes and Customer may at any time before the changes take effect cancel the order or subscription and receive a refund for any products paid for but not received.
3.14 We may have to suspend the supply of our products and/or services in order to make updates and changes as described above. We will contact you in advance to tell you we will be suspending supply of any products or services, unless the problem is urgent or in case of an emergency. If our services have been or will be suspended for 30 days or more then you may contact us to end your subscription and receive a refund, if you are entitled to a refund. Please see section 6 (Subscription Duration and Cancellation).
3.15 We may withdraw our products and/or services. We may write to you to let you know that we are going to stop providing our products and/or services. We will let you know at least 30 days in advance of our shutting down our products and/or services. 

4. Your account

4.1 To place an order, you will need an account on our website. When you place your first order an account will be automatically created for you; when purchasing a subscription you will be automatically invited via email to to set up a password.
4.2 You must provide us and keep us updated with accurate contact and payment information.
4.3 If you need to update your details, simply log into your account on our website, then navigate to your account section. If you have forgotten your password, simply follow the link on the login page to reset it. If you haven't yet set up a password for you account yet, you can refer to our FAQ or email us at help@balgo.co
4.4 You must keep your account details safe. You will need to create a password or receive a link to access Balgo. You must treat your password or link as confidential and you must not disclose this information to any third party. If you know or suspect that anyone other than you knows your password, you must promptly change your password or notify us at help@balgo.co.
You are solely responsible for securing and backing up your content and data. We recommend that you back up any of your own content and data used in connection with Balgo, to protect yourself in case of problems with the app and website.
4.5 We will only use your personal information as set out in our Privacy Policy.

5. Supplement cookies

5.1 You acknowledge and agree that the supplement cookies that we send to you are to be consumed by your dog only, and not by humans or by other pets or animals. You also agree to follow our feeding guidelines. We will not be responsible for any injury or other damage caused as a result of your reliance on any information provided by you to us or by the consumption of the dog supplement cookies by any third party.
5.2 Balgo is not intended to diagnose, treat, cure or prevent disease. If your dog has a recurring or previously diagnosed health condition, or taking prescription medication, upon ordering our products you agree to seek medical advice from your veterinarian before giving our supplement cookies to your dog.
5.3 Safe use of supplements in pregnant animals or animals intended for breeding has not been proven. If the animal's condition worsens or does not improve, stop product administration and consult your veterinarian. Supplement cookies are for dog use only. In case of accidental ingestion or overdose by a human, contact a health professional immediately.

6. Subscription duration & cancelation

6.1 Monthly subscription. By monthly we mean every four (4) weeks, or twenty eight (28) days.
6.2 Your subscription will automatically renew every twenty eight (28) days. If you do not pause, skip or cancel your subscription in accordance with point 6.3 below, your subscription will be renewed automatically twenty eight (28) days after your first payment. The payment will be taken automatically by, on or shortly after this date using the payment methods you submitted to us when placing your order.
6.3 Subscription cancellation. There is no long term commitment attached to our monthly, twenty eight (28) day subscription; you can pause, skip or cancel your subscription any time from your account. If you can’t pause, skip or cancel your subscription through your account you can email us at help@balgo.co stating your email address, full name and postcode code and the reason you are contacting us for. Please note that you will still be charged for any orders which are dispatched before we receive your notice to pause, skip or cancel your subscription.
6.4  We reserve the right, at our absolute discretion, not to renew your subscription at any time without giving any reasons for our decision.

7. Delivery

7.1 Your first order will be sent to the address you provided to us during the order process within two working days of you placing your subscription order, with subsequent order to follow monthly at the same address (unless you inform us of a change of details in accordance with section 4. An email confirmation will be sent to the email address you entered at the checkout to confirm each dispatch.
7.2 You can edit, pause or skip your Despatch Day at any time by logging into your account. If you change your Despatch Day during the course of the monthly period after we have taken payment, then the change to the Despatch Day will only take effect from the following monthly period.
7.3 We use Royal Mail and Evri to deliver our supplement cookie orders.
7.4 If you have an order which you believe is lost and today's date is more than seven working days after the date of despatch specified in the despatch confirmation email, please email help@balgo.co stating your order number, email address and full name. We will investigate the issue and may offer you a replacement. We will monitor lost order reports and reserve the right to terminate our contract with you where those reports indicate fraudulent activity.
7.5 If you do not take delivery of the products or supply adequate delivery instructions, we may cancel your order and retain the products. In this event, we will refund you the price of the products, but you will still be liable to pay any delivery charges.
7.6 If you are not home when the product is delivered, and you do not rearrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or rearrange delivery or collection we may end the contract and point 6.4 will apply.
7.7 If you enter incorrect details on your account, including but not limited to, your name, email address, delivery address and/or card details and you do not notify us within two (2) days of setting up the account, we will have no liability to you if your products are not delivered to you.
7.8 If our supply of the goods is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any goods you have paid for but not received.
7.9 We may end the contract for a subscription at any time by writing to you if: (a) you do not make any payment to us when it is due and you still do not make payment within 7 working days of us reminding you that payment is due; (b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, including but not limited to delivery address or card details as required (c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us;
7.10 If we end the contract in the situations set out in point 7.9 we will refund any money you have paid in advance for products we have not provided but we may deduct reasonable compensation for the net costs we will incur as a result of your breaking the contract

8. Price & payment

8.1 Pricing information for both our one-time purchase offers and subscription offer of our supplement cookie will be made available on product pages, before you commit to any payment.
8.2 From time to time we may increase or decrease the price of our products. We will always notify you in writing to the email address registered to your account at least one (1) month in advance. If you do not agree with the price changes, you are free to cancel your subscription in accordance with section 6 (Subscription duration & cancellation).
8.3 Our prices include VAT. We will pass on changes in the rate of VAT. If the rate of VAT during the course of our contract with you changes, we will adjust the rate of VAT that you pay.
8.4 We may at our sole discretion allow you to use a promotion code to reduce the price of your order. We reserve the right to withdraw any and all promotion codes at our sole discretion.
8.5 By ordering a supplement cookie subscription and providing us with your payment information, you authorise us to charge you for your first order and then a recurring monthly supplement cookie subscription fee on or around the Despatch Day at the then current rate. We reserve the right to vary our prices from time to time.
8.6 Payment will be taken by our payment processor Shopify using the payment details that you submit to us when you register an account with us. We accept payment with Visa, Mastercard, Paypal, Apple Pay, and Google Pay. Please note that Shopify’s terms and conditions will apply. Payment will be taken at the end of any paid trial period and when your subscription automatically renews twenty eight (28) days or at the appropriate specific date if you edit, skip or pause your subscription unless you cancel your subscription.

9. Refunds & Returns

9.1 Yum! vs Yuk! - Money Back Taste Guarantee. While more than 90% of dogs Yum! their cookies, we want you to be 100% happy with your purchase. So in the event that you change your mind or your dog thinks they taste Yuk!, we’ll refund your order in full.

Just email us at help@balgo.co or initiate a chat on our website within 14 days of receiving your order and a member of our customer happiness team will sort you out and discuss how to return the product. You will be responsible for the costs of returning the product back to us.

Alternatively, we can offer a 30% refund (at our discretion) if you wish to keep the product and share with friends or family.
9.2  This section refers to all products. If the products we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us by email of the problem within 14 working days of the delivery of the products in question.
9.3 If you change your mind. For most products bought online you have a legal right to change your mind within 14 days and receive a refund. However, because the products we sell are perishable items, these rights, under the Consumer Contracts Regulations 2013 do not apply to an order you place with us and you will not be able to return any products you have paid for and received unless there is something wrong with them, as set out in point 9.4 below.
9.4 We want you to be satisfied with the products you receive from us. If you propose to end the contract because you are not satisfied, please follow the steps outlined below: (a) Email us from the email address associated with your user Account. Please include details of the product that you are not happy with and the reason for this (For Yum vs Yuk Money Back Taste Guarantee see 9.1). Please do this within 14 days of receiving your product from us. (b) We may request further information from you regarding your complaint. (c) If a fault is agreed on our part, and/or a partial or total refund, credit or discount is agreed, we will endeavour to refund you within 14 days. (d) We reserve the right not to refund, credit or discount your Account if we believe the product to have been sent in suitable condition and that you were supplied with the product you ordered from us.
9.5 If you do not receive the products ordered by you within 28 days of the date on which you ordered them, we shall have no liability to you unless you notify us by email at our contact address of the problem within 42 days of the date on which you ordered the products.
If you notify a problem to us under this condition, our only obligation will be, at your option:
9.5.1 to make good any shortage or non-delivery.
9.5.2 to replace any products that are damaged or defective; or
9.5.3 to refund to you the amount paid by you for the products in question in whatever way we choose. We will usually refund any money received from you for the products using the same method originally used by you to pay for your purchase. We will usually process the refund due to you as soon as reasonably possible and, in any case, within 30 days of the day we received your cancellation or within 30 days of the day we confirmed to you via letter or email that you were entitled to a refund of the price of the products.
9.6 Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question under point 9.5.3 above.
9.7 You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase products from our Site. The importation or exportation of our products to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the products you purchase.
9.8 Notwithstanding the foregoing, nothing in these terms and conditions is intended to limit any rights you might have as a consumer under applicable local law or other statutory rights that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
9.9 We will not assume responsibility nor liability for damaged products or delivery delays/problems when provided by third party organisations. Our products will not be refunded or exchanged if purchased through or provided by third party organisations, retailers, wholesalers or resellers.

10. Rules for using our website

10.1 You may use Balgo only for lawful purposes. You must not use Balgo:
(a) in any way that breaches any applicable local, national or international law or regulation;
(b) in any way that infringes our intellectual property rights or those of any third party;
(c) in any way that is unlawful or fraudulent or has any unlawful or fraudulent purpose or effect;
(d) to transmit any material that is defamatory, discriminatory or offensive;
(e) to transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam);
(f) to collect or harvest any information or data from any service or our systems or attempt to decipher any transmissions to or from the servers running any service;
(g) in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users;
(h) to knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.
10.2 You must not hack Balgo. You must not:
(a) access without authority, interfere with, damage or disrupt: any part of Balgo, any equipment or network on which Balgo is stored; any software used in the provision of Balgo; or any equipment or network or software owned or used by any third party in relation to Balgo;
(b) misuse Balgo by knowingly introducing viruses, trojans, worms, logic bombs or other code or material that is malicious or technologically harmful;
(c) attempt to gain unauthorised access to Balgo, the server on which the Website is stored or any server, computer or database connected to Balgo;
(d) attack Balgo via a denial-of-service attack or a distributed denial-of service attack.
10.3 By breaching these provisions, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will cooperate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use Balgo will cease immediately.
10.4 Failure to comply with these rules constitutes a material breach of these terms upon which you are permitted to use Balgo. In such a case, we may take any action we reasonably deem appropriate, which may include immediate temporary or permanent withdrawal of your access to Balgo or legal action against you. We may bring legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from your breach.

11. User comments, feedback and other submissions

11.1 If, at our request, you send certain specific submissions or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
11.2 We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
11.3 You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false email address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

12. Our responsibility to you

We are under a legal duty to supply services that are in conformity with this contract and in accordance with the Consumer Rights Act 2015
12.1 We warrant to you that any Product purchased from us through our Site is of satisfactory quality.
12.2 Our liability in connection with any Product purchased through our Site is strictly limited to the purchase price of that Product.
12.3 This does not include or limit in any way our liability for death or personal injury caused by our negligence, or for fraud, or your statutory rights as a consumer.
12.4 We accept no liability for any loss or damage caused by us or our employees or agents:
(a) where there is no breach of a legal duty of care to you by us or by any of our employees or agents;
(b) where such loss or damage is not a reasonably foreseeable result of any such breach;
(c) for any increase in loss or damage resulting from breach by you of any terms of this contract.
12.5 We are not responsible for viruses. We do not guarantee that our Website will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform to access Balgo. You should use your own virus protection software.
12.6 We are not responsible for ensuring that our services will meet your individual requirements. Please check that Balgo is suitable for you and your dog(s)
12.7 We are not responsible for other websites we link to. Balgo may contain links to other independent websites which are not provided by us. Such independent websites are not under our control, and we are not responsible for and have not checked and approved their content, their user terms or their privacy policies (if any). You will need to make your own independent judgement about whether to use any such independent sites, including whether to buy any products or services offered by them.
12.8 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation.

13. Intellectual property rights

13.1 All intellectual property rights in Balgo belong to us or our licensors. We are the owner or the licensee of all intellectual property rights in the Website and in the material published on the Website. Those works are protected by applicable intellectual property rights. All such rights are reserved.
13.2 The Website. You may print off one copy, and may download extracts, of any content from the Website for your personal use. However you must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text. Our status (and that of any identified contributors) as the authors of content on our Website must always be acknowledged. You must not use the Website or any part of the content on the Website for commercial purposes without obtaining a licence to do so from us or our licensors.
13.3 Rules about linking to the Website. You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. However:
13.4 You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
13.5 The Website must not be framed on any other site, nor may you create a link to any part of the Website other than the home page.
13.6 We reserve the right to withdraw linking permission without notice. If you wish to link to or make any use of content on the Website other than that set out above, please contact us: help@balgo.co.
13.7 Balgo’s name and logo are UK registered trademarks of Pet Acumen Ltd. You are not permitted to use those without our approval, unless it is part of material you are using as expressly permitted under these terms.

14. Other important terms

14.1 We may transfer all our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. If you are unhappy with the transfer you may then you may contact us to end your subscription. Please see section 6 (Subscription Duration and Cancellation).
14.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree in writing.
14.3 Third parties do not have rights under these terms. These terms are between you and us. No other person shall have any rights to enforce any of these terms. These terms do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term.

15. How these terms may be enforced

15.1 We may end or suspend your rights to use Balgo if you breach these terms. We may permanently or temporarily disable your account and suspend or end your rights to use Balgo at any time if, in our reasonable opinion, you have failed to comply with any of the provisions of these terms. This includes if you do not make payment when it is due or if you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the service. We will contact you to tell you that we are doing this. We will not provide any refund under these circumstances. If what you have done can be put right we will give you a reasonable opportunity to do so.
15.2 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the goods, we can still require you to make the payment at a later date.
15.3 If a court finds part of these terms illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
15.4 Even if we delay in enforcing these terms, we can still enforce them later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaching this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you do not pay us when you are supposed to and we do not chase you but we continue to provide the service, we can still require you to make the payment at a later date.
15.5 Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may contact an alternative dispute resolution provider. If you would like to engage in the alternative dispute resolution process, please do contact us and we can provide you with the details of our recommended provider. This does not affect your statutory rights.
15.6 These terms are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that if you are a consumer and a resident of Northern Ireland or Scotland then you may also bring proceedings in Northern Ireland or Scotland, as applicable.

Last Updated March 2024.