Terms of Service 📄
Introduction: Key Points
Welcome to Balgo! We want to ensure you have a great experience with our products and services. Here are some key points from our Terms and Conditions:
- Subscriptions: We offer flexible subscription plans, which renew automatically. You can pause, skip, or cancel at any time through your account.
- Delivery: We deliver within mainland UK. Please ensure your delivery details are up to date.
- Returns and Refunds: We offer a 30-day money-back guarantee for your first order. Contact us within 30 days if you’re not happy.
- Mobile Messaging: By subscribing to our SMS service, you agree to receive recurring promotional messages. You can opt out at any time.
- Website Use: Please use Balgo responsibly. We take breaches of these terms seriously, and your access may be suspended for violations.
For detailed information, please read the full terms below.
1. General
1.1 Legal Binding. These terms are important and legally binding. They provide information about our products and services, including how we provide them, your payment obligations, and the rules for using Balgo.
1.2 Agreement. Please read these terms carefully before subscribing. By accepting these Terms, you agree to be bound by them. We recommend that you print a copy for future reference.
2. About Us
2.1 Company Information. Balgo is operated by Pet Acumen Ltd. (we, us). We are registered in England and Wales (Company No. 12889779) with our office at OFFICE 7, 35-37 Ludgate Hill, London, England, EC4M 7JN.
2.2 Contact Information. You can contact us via email at help@balgo.co.
2.3 Communication. If we need to contact you, we will do so via the email address you provided. Please see our Privacy and Cookies Notice for details about marketing communications.
3. Products & Services
3.1 Choosing Products. Choose products via our website and add them to your basket. You can delete products by clicking the basket icon. Delivery charges are calculated at checkout.
3.2 Order Confirmation. After checkout, you will receive a confirmation email. Our contract begins when we send this email.
3.3 Order Cancellation by Us. If we end the contract for any reason, we will notify you and refund any unfulfilled transactions within 7 working days.
3.4 Subscription Service. We offer a rebillable subscription service. Cancel your subscription before your next billing date to avoid charges for the next cycle.
3.5 Product Availability. All products are subject to availability. We will inform you as soon as possible if a product is unavailable.
3.6 Promotional Offers. We reserve the right to amend any offers, vouchers, or discount codes without notice.
3.7 Promotional Terms. Promotional terms and conditions may be posted on our site from time to time.
3.8 UK Availability. Our products are available only in the UK.
3.9 Age Requirement. By placing an order, you warrant that you are at least 18 years old. We may refuse orders or terminate subscriptions if we believe you do not meet our criteria or have breached our terms.
3.10 Product Variations. Goods may vary slightly from their pictures. All images are for illustrative purposes only, and the actual item may vary in colour, design, and size.
3.11 Amendments to Terms. We reserve the right to amend these terms and conditions from time to time. Continued use of the site or products constitutes acceptance of the amended terms.
3.12 Updates and Changes. We may update or change our website, products, and services to improve performance or comply with legal requirements.
3.13 Product Specifications. We reserve the right to amend the specification of the product if required to conform with applicable safety or regulatory requirements.
3.14 Service Suspension. We may suspend the supply of products and services for updates or changes. We will contact you in advance unless it is an emergency.
3.15 Product Withdrawal. We may withdraw our products or services, providing at least 30 days' notice.
4. Your Account
4.1 Account Information. You must provide accurate and up-to-date information when creating an account and placing orders.
4.2 Account Security. Keep your account details safe and confidential. Notify us immediately if you suspect unauthorised access.
4.3 Use of Personal Information. We will use your personal information as outlined in our Privacy Policy.
5. Supplement Chews
5.1 Intended Use. The supplement chews are intended for dog consumption only. Follow our feeding guidelines. We are not responsible for any injury or damage caused by improper use.
5.2 Medical Advice. Our products are not intended to diagnose, treat, cure, or prevent disease. Consult your veterinarian before use if your dog has a health condition or is on medication.
5.3 Safety Warning. Safe use of supplements in pregnant animals or animals intended for breeding has not been proven. Consult your veterinarian if your dog’s condition worsens.
5.4 Allergy Risk. The supplement chews contain peanuts, which may pose an allergy risk to dogs sensitive to peanuts or other nuts. If your dog has known allergies or exhibits symptoms of an allergic reaction (such as itching, swelling, difficulty breathing, or digestive issues), discontinue use immediately and consult your veterinarian. Additionally, these chews are not intended for human consumption. If a human with a peanut allergy accidentally ingests the product, seek medical attention immediately. Always store the product out of reach of children.
6. Subscription Duration & Cancellation
6.1 Subscription Duration. Our subscriptions are available in various durations to suit your preferences, including but not limited to 15 days, 20 days, 30 days, 60 days, and other flexible options specified when you subscribe.
6.2 Account Requirements. You must have a valid account with correct, accurate, and up-to-date payment details to subscribe and purchase products from us.
6.3 Automatic Renewal. Your subscription will automatically renew at the end of each subscription period based on the duration you selected (e.g., every 15, 20, 30, 60 days etc,). If you do not pause, skip, or cancel your subscription before the renewal date, your subscription will renew automatically. Payment will be taken on or shortly after the renewal date using the payment method you provided.
6.4 Subscription Cancellation. There is no long-term commitment with our subscription plans. You can pause, skip, or cancel your subscription at any time through your account. If you cannot access your account, you can contact us via email at help@balgo.co, providing your email address, full name, and postcode, along with the reason for your request. Please note that you will still be charged for any orders where payment has already been processed before we receive your notice to pause, skip, or cancel.
6.5 Price and Payment. The total price for your subscription, including VAT, will be displayed on the website before you confirm your order. You can review and update your order details before completing the purchase. The total price for your past and future orders is also visible in your customer account. Payment will be charged to the payment card we have on file for your account at the time of order processing for each subscription period.
6.6 Price Changes. We reserve the right to increase our prices. Any changes in price will be reflected on our website, and the new price will apply to your subscription following the change. If you cancel and then reactivate your subscription later, the subscription price may differ from the price at the time of cancellation.
6.7 Tailored Subscriptions. Our subscription service is tailored to the preferences you specify at registration. We reserve the right to vary the contents of your order without notice and at our sole discretion. Your subscription will remain in effect until you cancel it.
6.8 Non-Renewal by Us. We reserve the right, at our absolute discretion, not to renew your subscription at any time, without providing reasons for our decision.
6.9 Responsibility for Delivered Goods. Once your subscription products are delivered to the address you provided, you assume responsibility for their safety and security.
7. Delivery
7.1 Delivery Partners and Locations. Products ordered from us will be delivered by our partners, e.g. Royal Mail, DHL or Evri to addresses within mainland UK. Proof of delivery may be provided with certain services.
7.2 Dispatch Timing. We will dispatch your order as soon as reasonably possible after your order is accepted, and in any event within 30 days of your order. While we strive to meet the estimated delivery times listed on our website, actual delivery times may vary based on your location and circumstances beyond our control, such as public holidays or force majeure events. We cannot be held liable for delays that are out of our control.
7.3 Updating Your Details. Please ensure your delivery address and contact details are kept up to date in your account. We will deliver the goods you order to the address you provide at the time of placing your order. We will not be liable for any deliveries made to incorrect or outdated addresses if you do not update your details promptly.
7.4 Ownership and Risk. You will become the owner of the goods once they have been delivered to you. After delivery, the goods will be held at your own risk, and we will not be liable for any loss or destruction of the goods.
7.5 Reporting Issues. If you believe your order is incorrect, incomplete, or missing, please contact us promptly by filling out our contact form or emailing help@balgo.co, stating your order number, email address, and full name. We will investigate the issue and may offer you a replacement. We reserve the right to monitor lost order reports and terminate our contract with you if we detect any fraudulent activity.
7.6 Failed Delivery. If you do not take delivery of the products or provide adequate delivery instructions, we may cancel your order and retain the products. In this event, we will refund the price of the products, but you will still be liable for any delivery charges.
7.7 Missed Delivery Attempts. If you are not home when the products are delivered and you do not rearrange delivery or collect them from a delivery depot, we will contact you for further instructions. We may charge you for storage costs and any additional delivery costs. If we are unable to contact you or rearrange delivery despite reasonable efforts, we may end the contract, and the provisions in point 7.9 will apply.
7.8 Delays Due to Events Outside Our Control. If our supply of the goods is delayed by an event outside our control, we will contact you as soon as possible to let you know and take steps to minimise the effect of the delay. We will not be liable for delays caused by such events, 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 Termination of Contract by Us. 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 information necessary for us to provide the products, including but not limited to delivery address or payment details;
(c) You do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
7.10 Refunds and Compensation. 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. Pricing for both our one-time purchase offers and subscription services will be made available on product pages before you commit to any payment.
8.2 Price Changes. 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. 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 VAT. Our prices include VAT. We will pass on any changes in the rate of VAT. If the rate of VAT changes during the course of our contract with you, we will adjust the rate of VAT that you pay.
8.4 Promotional Codes. 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 Payment Authorization. By ordering a subscription and providing us with your payment information, you authorise us to charge you for your first order and then a recurring subscription fee on or around the renewal date at the then-current rate. We reserve the right to vary our prices from time to time.
8.6 Payment Processing. Payment will be taken by our payment processor Shopify using the payment details that you submit 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 on the specified date unless you cancel your subscription.
9. Returns and Refunds
9.1 30-day money-back guarantee. We want you to be completely satisfied with your purchase. If you change your mind or if your dog isn’t a fan, we will refund your initial order in full, as part of our 30-day money-back guarantee.
Please email us at help@balgo.co or fill out our contact form within 30 days of receiving your order, and a member of our customer happiness team (our team is available Monday to Friday, 9am to 5pm), will assist you with the return process. You will be responsible for the costs of returning the product to us.
Alternatively, we may offer a 30% refund (at our discretion) if you choose to keep the product and share it with friends or family.
We’ve outlined our cancellation, refund, and return policy below to ensure you know exactly where you stand if you’re not 100% satisfied with your purchase.
9.2 Purchases from Other Retailers. If you purchased an item from another store, please refer to that store’s refund policy, as we are unable to process refunds for items bought in person or through third-party retailers. We are not responsible for, nor do we assume liability for, damaged products or delivery delays 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.
9.3 Product Issues. This section applies to all products. If the products we deliver are not what you ordered, are damaged or defective, or if the delivery is of an incorrect quantity, you must notify us by email within 14 working days of receiving the products. We shall have no liability to you unless you notify us within this timeframe.
9.4 Changing Your Mind. While most products bought online come with a legal right to change your mind within 14 days and receive a refund, please note that because our products are perishable items, these rights under the Consumer Contracts Regulations 2013 do not apply to orders placed with us. You will not be able to return any products you have paid for and received unless there is a fault, as outlined in point 9.5 below, exception is made at our discretion for 9.1 30-day money-back guarantee.
9.5 Handling Dissatisfaction. If you are not satisfied with the products you receive, please follow these steps to end the contract:
(a) Email us from the email address associated with your account, including details of the product you are unhappy with and the reason for your dissatisfaction. Please do this within 14 days of receiving the product.
(b) We may request further information from you to process your complaint.
(c) If a fault is confirmed on our part and a refund, credit, or discount is agreed upon, we will endeavour to process the refund within 14 days.
(d) We reserve the right not to refund, credit, or discount your account if we determine that the product was delivered in suitable condition and that the correct product was supplied as ordered.
9.6 Non-Delivery. If you do not receive the products you ordered within 30 days of placing your order, you must notify us by email at our contact address within 45 days of the order date. If you notify us of a problem under this condition, our only obligations will be, at your option:
(a) To make good on any shortage or non-delivery;
(b) To replace any products that are damaged or defective; or
(c) To refund the amount paid by you for the products in question. Refunds will usually be processed using the same method originally used to make the payment. We will process the refund as soon as reasonably possible and within 30 days of receiving your cancellation or confirming that you are entitled to a refund.
9.7 Limitation of Liability. Save as precluded by law, we will not be liable for any indirect or consequential loss, damage, or expenses (including loss of profits, business, or goodwill) arising out of any problem you notify us under this condition. Our only obligation to you will be to refund the amount you paid for the goods in question, as stated in point 9.6(c) above.
9.8 Compliance with Regulations. 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 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.
9.9 Statutory Rights. Nothing in these terms and conditions is intended to limit any rights you may have as a consumer under applicable local law or other statutory rights that cannot be excluded, nor to exclude or limit our liability to you for any death or personal injury resulting from our negligence.
10.1 Lawful Use. 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 Hacking and Misuse. 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 Consequences of Breach. 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 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. Failure to comply with these rules constitutes a material breach of these terms. We may take any action we reasonably deem appropriate, including 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 Rights to Use Submissions. 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 Monitoring and Removal. We may, but have no obligation to, monitor, edit, or remove content that we determine in our sole discretion is unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene, or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
11.3 User Responsibilities. You agree that your comments will not violate any right of any third party, including copyright, trademark, privacy, personality, or other personal or proprietary rights. 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
12.1 Legal Duty. We are under a legal duty to supply services that conform with this contract and in accordance with the Consumer Rights Act 2015. We warrant that any Product purchased from us through our Site is of satisfactory quality.
12.2 Limitation of Liability. Our liability in connection with any Product purchased through our Site is strictly limited to the purchase price of that Product.
12.3 Exclusions and Limits. 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 No Liability for Certain Losses. 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 Indemnification. You agree to indemnify, defend, and hold harmless Balgo and our affiliates from any claims arising from your breach of these terms or violation of any law.
12.6 No Guarantee Against Viruses. 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 programs, and platform to access Balgo. You should use your own virus protection software.
12.7 Suitability. 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.
12.8 Third-Party Websites. We are not responsible for other websites we link to. Balgo may contain links to other independent websites that are not provided by us. Such independent websites are not under our control, and we are not responsible for and have not checked or approved their content, user terms, or privacy policies. 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.
12.9 Non-Excludable Liabilities. 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, and for fraud or fraudulent misrepresentation.
13. Intellectual Property Rights
13.1 Ownership. 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 Use of Content. 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 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:
(a) 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.
(b) 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.
(c) We reserve the right to withdraw linking permission without notice.
13.4 Use of Trademarks. Balgo’s name and logo are UK registered trademarks of Pet Acumen Ltd. You are not permitted to use them without our approval, unless it is part of material you are using as expressly permitted under these terms.
14. Other Important Terms
14.1 Transfer of Rights. 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 will ensure that the transfer does not affect your rights under the contract. If you are unhappy with the transfer, you may contact us to end your subscription. Please see section 6 (Subscription Duration and Cancellation).
14.2 Your Rights. 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-Party Rights. 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. Enforcement of These Terms
15.1 Suspension or Termination. 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 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 Delay in Enforcement. 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 breaching this contract, that will not mean that you do not have to do those things and it will not prevent us from taking steps against you at a later date. For example, if you miss a payment and we do not chase you but continue to provide the goods, we can still require you to make the payment at a later date.
15.3 Severability. 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 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 contact us, and we can provide you with the details of our recommended provider. This does not affect your statutory rights.
15.5 Governing Law and Jurisdiction. 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, you may also bring proceedings in Northern Ireland or Scotland, as applicable.
16. Mobile Messaging Service
16.1 Service Agreement. By subscribing to our SMS service, you agree to receive recurring promotional messages. Message frequency may vary, and standard messaging rates apply.
16.2 Opting Out. You can opt out at any time by following the unsubscribe instructions in the message.
16.3 Service Changes. We may modify or cancel the service at any time without notice.
16.4 No Liability for Delays. We are not liable for delayed or undelivered messages.
17. Disclaimer of Warranties; Limitation of Liability
17.1 No Guarantees. We do not guarantee that your use of our service will be uninterrupted, timely, secure, or error-free. Your use of the service is at your sole risk.
17.2 Service and Product Warranties. The service and products are provided "as is" without warranties of any kind.
17.3 Limitation of Liability. We are not liable for any direct, indirect, incidental, or consequential damages arising from your use of the service or products.
18. Termination
18.1 Termination by You or Us. These terms remain in effect until terminated by you or us.
18.2 Termination for Breach. We may terminate these terms if you breach any provision, and you will remain liable for all amounts due up to the date of termination.
Last Updated: August 2024