Terms of Service

These Terms of Service (“Terms”) govern your access to and use of the websites, web pages, online stores, and related services operated by PETFAMILY (“Company,” “we,” “us,” or “our”), including any content, features, and functionality offered through https://www.petfamily365.com/ (collectively, the “Site”).
By accessing or using the Site, creating an account, placing an order, submitting information, or otherwise using any services on the Site, you agree to these Terms. If you do not agree, do not use the Site.
If you are using the Site on behalf of a business entity, you represent that you have authority to bind that entity, and “you” refers to the entity.

1. Changes to These Terms
We may update these Terms from time to time. The “Last Updated” date indicates when changes were made. Unless otherwise required by applicable law, updated Terms become effective when posted. Your continued use of the Site after changes become effective constitutes acceptance of the updated Terms.

2. Eligibility and Account Registration
2.1 Eligibility
You must be at least the age of majority in your place of residence (and at least 18 years old where required) to create an account or place an order.
2.2 Account Information
If you create an account, you agree to provide accurate and complete information and keep it current. You are responsible for maintaining the confidentiality of your login credentials and for all activity under your account. Notify us immediately if you suspect unauthorized access.
2.3 Account Suspension or Termination
We may suspend or terminate your account or access to the Site at any time if we believe you violated these Terms, misused the Site, or for security, legal, or operational reasons.

3. Privacy and Electronic Communications
Your use of the Site is also subject to our Privacy Policy. You agree that we may provide notices, disclosures, and other communications to you electronically, including via email, text message (if you opt in), or by posting on the Site, to the extent permitted by law.

4. Use of the Site
4.1 License
We grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Site for your personal, non-commercial use, or for legitimate business evaluation purposes, subject to these Terms.
4.2 Prohibited Conduct
You agree not to, and not to assist others to:
(1) Use the Site for any unlawful, misleading, fraudulent, or harmful purpose;
Access, scrape, crawl, or collect data from the Site using automated means (bots, spiders, scrapers) without our prior written consent;
(2) Circumvent, disable, or interfere with security-related features or access controls;
Reverse engineer, decompile, or attempt to derive source code from any part of the Site except as permitted by law;
(3) Interfere with the operation of the Site, including by introducing malware or excessive load;
(4) Infringe intellectual property or privacy rights of others;
(5) Use the Site to resell products, exploit promotions, or purchase for commercial resale unless expressly authorized by us in writing (see Section 10).
We may investigate suspected violations and take any action we deem appropriate.

5. Product Information, Content, and Availability
We strive to display product descriptions, images, and other information accurately, but we do not warrant that content is error-free, complete, or current. Colors and appearance may vary by device. Product availability may change without notice.
We may correct errors (including pricing errors) and update information at any time.

6. Orders, Pricing, and Payment
6.1 Orders as Offers
Your order is an offer to purchase. We may accept, reject, or cancel an order for any reason, including after you receive an order confirmation, to the extent permitted by law.
6.2 Pricing and Errors
Prices and promotions are subject to change. If a product or order is listed at an incorrect price or with incorrect information due to an error, we may cancel or modify the order and issue a refund, as required by law.
6.3 Payment
You agree to provide valid payment information and authorize us (and our payment processors) to charge your selected payment method for your order, including applicable taxes, shipping fees, and other charges displayed at checkout.

7. Shipping, Delivery, Cross-Border Purchases, and Risk of Loss
7.1 Shipping and Delivery
Shipping options, fees, and estimated delivery times will be shown at checkout or on our Shipping Policy page. Delivery dates are estimates only and not guaranteed.
7.2 Cross-Border Shipments; Duties and Taxes
For cross-border purchases, you may be responsible for customs duties, import taxes, brokerage or clearance fees, and other charges imposed by your local authorities, unless we expressly state otherwise at checkout.
7.3 Risk of Loss
To the maximum extent permitted by applicable law, risk of loss and title pass to you upon our delivery of the products to the carrier, unless otherwise required by law in your jurisdiction.

8. Returns, Refunds, and Exchanges
Our Returns & Refund Policy describes eligibility and procedures for returns, refunds, and exchanges and is incorporated into these Terms by reference. Mandatory consumer rights under applicable law are not affected.

9. Promotions
Promotions, discount codes, free gifts, and similar offers may have separate terms, eligibility requirements, limits, and expiration dates. We may modify or end promotions at any time, subject to applicable law.

10. B2B Channel (Wholesale / Business Use)
10.1 Business Use
If you access or use any wholesale program, business inquiry process, bulk purchase, or purchase products for resale or business purposes (“Business Use”), additional terms may apply.
10.2 Priority of Terms
In the event of any conflict between these Terms and any B2B terms or separately signed agreement (including distribution, wholesale, NDA, or purchase agreements), the B2B terms or signed agreement will control for Business Use.
10.3 No Consumer Protections for Business Use
To the extent permitted by applicable law, certain consumer protections may not apply to Business Use.

11. User Content (Reviews, Photos, Questions)
If the Site allows you to post or submit content (e.g., reviews, comments, photos, videos, questions, or other materials) ("User Content”):
(1) You represent and warrant that you own or have the necessary rights to submit the User Content and that it does not violate any law or third-party rights.
(2) You grant us a worldwide, royalty-free, perpetual, irrevocable, sublicensable, and transferable license to use, host, store, reproduce, modify, create derivative works from, publish, display, distribute, and otherwise exploit your User Content in connection with operating, marketing, and improving the Site and our business.
(3) You understand that User Content may be publicly visible and you are responsible for what you submit.
We may remove or refuse to display User Content at our discretion.

12. Intellectual Property
The Site and all content and materials on it—including text, graphics, images, logos, product names, software, and design - are owned by us or our licensors and protected by intellectual property laws. Except for the limited license in Section 4.1, no rights are granted to you. You may not use our trademarks without our prior written permission.

13. Pet-Related Information Disclaimer
The Site may provide general information about pet products, care, or usage. Such information is for general informational purposes only and is not veterinary advice. Always consult a qualified veterinarian regarding your pet’s health and before making decisions about medical care, diet, or treatment.

14. Third-Party Services and Links
The Site may include links to third-party websites or services. We do not control and are not responsible for third-party content, policies, or practices. Your use of third-party services is at your own risk.

15. Disclaimers
To the maximum extent permitted by applicable law, the Site and products/services made available through it are provided on an ‘‘AS IS‘‘ and ‘‘AS AVAILABLE‘‘ basis. We disclaim all warranties of any kind, whether express, implied, or statutory, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
We do not warrant that the Site will be uninterrupted, secure, or error-free, or that defects will be corrected.
Some jurisdictions do not allow certain warranty disclaimers, so some of the above may not apply to you.

16. Limitation of Liability
To the maximum extent permitted by applicable law:
(1) We will not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, revenue, data, goodwill, or business interruption, arising out of or relating to your use of (or inability to use) the Site or any products purchased through the Site.
(2) Our total liability for any claim arising out of or relating to the Site or these Terms shall be limited to the amount permitted under applicable law and shall not exceed the amount reasonably attributable to the relevant product(s) or service(s) giving rise to such claim.
Some jurisdictions do not allow the exclusion or limitation of certain damages, so some of the above limitations may not apply to you.

17. Indemnification
You agree to indemnify and hold harmless the Company and its affiliates from any claims arising out of your violation of these Terms, misuse of the Site, or User Content.

18. Dispute Resolution; Governing Law; Venue Important: 
This section affects your legal rights. Some jurisdictions restrict arbitration or require certain dispute options for consumers.
18.1 Informal Resolution
Before filing a claim, you agree to attempt to resolve disputes informally by contacting service@petfamily365.com.
18.2 Governing Law
Except as required by mandatory consumer protection laws in your jurisdiction, these Terms and any dispute arising out of or relating to them
18.3 Venue
Except where prohibited by applicable law, any legal action arising out of or relating to these Terms must be brought in the competent courts located in Suzhou, Jiangsu, People’s Republic of China, and you consent to the personal jurisdiction of such courts.

19. Termination
We may terminate or suspend your access to the Site at any time for any reason, including for violations of these Terms, to the extent permitted by law. Sections that by their nature should survive termination will survive (e.g., Intellectual Property, Disclaimers, Limitation of Liability, Indemnification, Dispute Resolution).

20. Notices and Communications
We may provide notices by posting on the Site, emailing the address associated with your account, or other reasonable means. You are responsible for keeping your contact information current.

21. Language; Mandatory Rights
These Terms may be provided in multiple languages. If there is any conflict between translations, the English version will control to the extent permitted by law .
Nothing in these Terms affects any rights you may have under applicable laws that cannot be waived by contract.

22. Miscellaneous
(1) Severability: If any provision is held invalid, the remaining provisions remain in effect.
(2) No Waiver: Our failure to enforce any right is not a waiver.
(3) Assignment: You may not assign these Terms without our consent; we may assign them as part of a merger, acquisition, or sale of assets.
(4) Entire Agreement: These Terms and policies incorporated by reference constitute the entire agreement between you and us regarding the Site.

23. Contact Us
Email: service@petfamily365.com