Terms & Conditions

1. About these terms

These Terms apply to every visit to and order placed through the Service. They are governed by the laws of Victoria, Australia (see Section 24). Nothing in these Terms limits any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded (see Section 13).

2. Eligibility

• You must be at least 18 years old and capable of forming a binding contract to create an account or place an order.
• You must provide a delivery address within a postcode we currently service (see Section 7).
• Each person may hold only one active account; accounts must use accurate, current information.

3. Accounts

Accounts are created and authenticated through Firebase Authentication using email and password, Google Sign-In, or Sign in with Apple (including Apple's private relay email, which we verify with a separate contact email and one-time code). You are responsible for keeping your login credentials secure and for all activity on your account.

We may suspend, block, or revoke access to an account where we reasonably suspect a breach of these Terms, fraud, chargebacks or payment disputes, or abuse of our refund, cancellation or store-credit processes.

You may delete your account at any time from Personal Details → Delete account in the app, or by emailing hello@petdigest.com.au. Accounts with active orders, open refund requests, unpaid invoices, pending payments, active subscriptions, or open payment disputes cannot be deleted until those are resolved. See our Privacy Policy for what is retained after deletion.

4. Browsing & pricing

You can browse our product catalogue and see prices as a guest without an account. Prices are displayed in Australian dollars (AUD) and are inclusive of GST where applicable. Prices, promotions and discount codes may change at any time and without notice, but a change will not affect an order you have already had confirmed and paid for.

5. Product information

Product descriptions, ingredients, feeding guides and features are provided for general shopping guidance only. Packaging, grammage and imagery may vary from what is shown in the app. Product information is not veterinary advice — always consult a qualified veterinarian about your pet's diet, health or medical needs. Stock levels and availability are indicative and may change between browsing and order confirmation.

6. Orders & acceptance

Placing an order is an offer by you to purchase the selected products. A contract is formed once we confirm and process your order and your payment has been authorised. We may decline or cancel any order — for example, because of a pricing or listing error, insufficient stock, a delivery address outside our serviced postcodes, or suspected fraud — in which case any amount charged will be refunded. Some products may carry a maximum order quantity.

7. Delivery

Delivery is currently available to the following areas only:

Serviced postcodes, delivery fees and estimated delivery windows may change or expand from time to time and are shown to you at checkout based on our current shipping rules — this does not require a change to these Terms. Delivery fees, windows and estimated times of arrival shown before dispatch are estimates, not guarantees. Risk in the goods passes to you once they are delivered to your nominated address. We are not responsible for delay or non-delivery caused by an inaccurate address, being unable to access the delivery location, or events outside our reasonable control.

8. Payment

Payments are processed by Stripe through its PaymentSheet (and, where available, Apple Pay/Google Pay). Your card details are entered directly with Stripe and are never transmitted to or stored on our servers. An order is only created after Stripe confirms a successful payment that matches the order's amount, currency, customer and delivery postcode. Some environments may run in a test/sandbox payment mode ahead of full public launch, during which no real funds are charged; this will be clearly indicated in the app if it applies to you.

9. Cancellations

You can cancel an order in the app free of charge while it is still marked "Order received". Once it is marked "Processed" (picked and packed) and until it is dispatched, you can still cancel in the app, but a cancellation fee (the amount shown in our Returns & Refunds Policy, and never more than the order total) is kept from your refund to cover packing and restocking. The app shows the exact fee and asks you to agree to it before cancelling. Once an order is dispatched or out for delivery, it can no longer be cancelled. Full details are in our Returns & Refunds Policy.

10. Refunds & short picks

If we are unable to fulfil an item in full (a "short pick"), the difference is automatically issued to you as store credit and you are notified by email, push notification and in the app. You can ask for that credit to be refunded to your card instead; only the part you have not spent can be refunded. You may also report a problem or request a refund from the order in the app. Requests about damaged, wrong, missing or poor-quality items need at least one photo. We review every request before any refund or credit is issued, and decide the type and amount having regard to your request and the circumstances. Approved refunds are returned to your original Stripe payment method or issued as store credit, at our discretion having regard to your request and the circumstances. See our Returns & Refunds Policy for how this works. Nothing in this Section limits your rights under the Australian Consumer Law (Section 13).

11. Store credit

Store credit issued for approved refunds or short picks is valid for 12 months from the date it is issued, after which any unused balance expires. Store credit is not redeemable for cash and cannot be transferred between accounts. You choose whether to apply it, and how much, at checkout.

12. Change-of-mind returns

We accept change-of-mind returns of unopened, unused and resaleable products within 14 days of delivery. Request a return from the order in the app or contact hello@petdigest.com.au. See our Returns & Refunds Policy. Return shipping or collection is your responsibility unless the item is faulty, damaged, or not as described. Approved change-of-mind returns are refunded as store credit or to your original payment method, less the original delivery fee.

13. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy available to you under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) that cannot lawfully be excluded. If a product is faulty, not fit for purpose, or not as described, you are entitled to a repair, replacement, or refund as required by law, regardless of the store policies described above.

14. Pet profiles

Pet profile details (name, species, breed, age, weight, diet and notes) are optional and provided voluntarily to help us personalise recommendations and portion guidance. They are not used to provide, and do not substitute for, professional veterinary advice — always consult a qualified veterinarian about your pet's health, diet or medical needs.

15. Community content & guidelines

Suggestions and votes you submit through the Community/Suggestions feature must be lawful, accurate, and not offensive, defamatory or infringing on anyone's rights. By submitting content, you grant PetDigest a non-exclusive, royalty-free licence to display, store and use it to operate and improve the Service. We may edit, hide or remove content at our discretion.

Community guidelines

The Suggestions board is shared with other PetDigest members. You must agree to these guidelines before you post, and they apply to everything you submit, including your display name:

• No abusive or hateful content — no harassment, threats, bullying, slurs, or attacks on a person or group.
• No sexual or otherwise inappropriate content.
• Nothing illegal — including content that promotes cruelty to animals, or that infringes someone else's rights.
• No personal information — yours or anyone else's: no phone numbers, addresses, email addresses or order details.
• No spam or advertising.

Reporting and blocking. If you see an idea that breaks these guidelines, use the Report option on that idea in the app (account menu → Suggestions) and choose a reason. You can also block the member who posted it, which removes their ideas from your view; you can unblock them later. A reported idea is hidden from you immediately, and an idea reported by several members is hidden from everyone until we have reviewed it. You can also report content by emailing hello@petdigest.com.au.

What we do. We review reports within 24 hours. Content that breaks these guidelines is removed, and members who break them repeatedly or seriously are banned from posting and may have their account suspended under Section 21. There is zero tolerance for objectionable content or abusive behaviour.

16. Marketing & notifications

With your consent, we may send marketing emails and/or push notifications about offers, restocks and community updates. You can withdraw consent at any time via the app's notification preferences, the unsubscribe link in any marketing email, or your device's notification settings. We will continue to send essential transactional and account/order/security messages even if you opt out of marketing.

17. Acceptable use

You must use the Service lawfully and for genuine personal shopping. Without limitation, you must not:

• Provide false or misleading information when creating an account or placing an order;
• Create multiple accounts to abuse promotions, referrals, store credit or refunds;
• Interfere with, reverse-engineer, scrape, or attempt to gain unauthorised access to the Service;
• Abuse the cancellation, refund or store-credit process; or
• Use the Service to resell products without our prior written consent.

18. Third-party services

The Service relies on infrastructure operated by third parties, including Stripe (payments), Firebase/Google Cloud (authentication, and potentially future analytics/crash reporting), Apple (Sign in with Apple, Apple Pay, push delivery), Google (Google Sign-In, push delivery, address autocomplete), and Expo/EAS (app build infrastructure and push relay). We are not responsible for outages, errors, or changes made by these providers, and your use of each is also subject to that provider's own terms.

19. Intellectual property

The PetDigest name, logo, app and site content are owned by or licensed to PetDigest and may not be copied, reproduced, modified or used without our prior written consent, other than for your own normal personal use of the Service.

20. Liability

To the maximum extent permitted by law, and subject to any consumer guarantee that cannot be excluded under the Australian Consumer Law, our liability for any claim arising out of or relating to the Service is limited, at our option, to re-supplying the relevant goods or services, or refunding the amount you paid for the relevant order. We are not liable for indirect, special or consequential loss, or for any failure caused by events outside our reasonable control.

21. Suspension & termination

We may suspend, block or terminate your account for breach of these Terms, suspected fraud, chargebacks or payment disputes, abuse of the refund or credit system, or at the reasonable request of law enforcement. On termination, any unused store credit and pending orders may be affected as described in the relevant sections above. You may close your account at any time as described in Section 3.

22. Changes to these terms

We may update these Terms from time to time — for example, as we introduce new features such as subscriptions/auto-reorder or expand delivery beyond our current zones. The current version is always available at petdigest.com.au/terms. Continued use of the Service after a change takes effect means you accept the updated Terms. We will highlight material changes in the app or by email where practical.

23. General

If any part of these Terms is found to be unenforceable, the remainder continues in full force. Our failure to enforce any part of these Terms is not a waiver of it. These Terms, together with our Privacy Policy, form the entire agreement between you and PetDigest regarding your use of the Service. You may not assign or transfer your rights under these Terms without our consent.

24. Governing law & disputes

These Terms are governed by the laws of Victoria, Australia. You and PetDigest submit to the non-exclusive jurisdiction of the courts of Victoria. Before starting any formal proceedings, please contact us at hello@petdigest.com.au so we can try to resolve the issue directly.

25. Contact

See also our Privacy Policy, which governs how we handle your personal information alongside these Terms.