TERMS AND CONDITIONS
INTRODUCTION
The Pawy brand is operated by the company Fresh Pet Food Sárl. (chamber of commerce number 10363/2022, with VAT number CHE-251.113.897). These General Conditions govern the relationship between you - the customer - and Fresh Pet Food Sárl, exclusive operator of the Pawy brand in Switzerland, whose head office is located Chemin des Béatrix 6, Hermance 1248 Switzerland, with telephone contact 0797800580 and email Hello @Pawy.ch.
These General Conditions concern the services of the Pawy company, namely: its website (including all the information, all the tools and all the services available there), its products (fresh food) and communications (emails, brochures, labels, etc.) conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
By visiting this site and/or purchasing any of our products, you agree to be bound by the following terms and conditions. Please read these Terms and Conditions carefully before using our website and purchasing a subscription. By accessing or using any part of this website, you agree to be bound by these Terms and Conditions. If you do not accept all the terms and clauses of this agreement, we invite you to leave our site, not to subscribe to our services and/or to terminate your current subscription.
All new features and tools that are subsequently added to www.pawy.ch will also be subject to these General Conditions. We reserve the right to update, change or replace any part of these General Conditions of Sale and Use by publishing updates and/or modifications on our website. It is your responsibility to check this page periodically to see if any changes have been made.
Your use of our services also implies your compliance with our Privacy Policy.
TERMS OF USE OF OUR WEBSITE
1.1 Copyright and intellectual property
The “Pawy” brand is reserved. No use of the brands and/or logo can be made without the prior written consent of the company.
Use of our products for any illegal or unauthorized purpose is prohibited. Fresh Pet Food Sárl authorizes the user to consult its pawy.ch website for strictly private use. The use of this site and its content (reproduction, presentation, distribution) for commercial purposes is prohibited by these regulations, any copy entails the obligation to retain the copyright. The content of this site is protected and its use without prior authorization is illegal and results in the immediate destruction of all copies, reproductions, downloads or impressions.
1.2 Limitation of liability
The Pawy.ch site is normally accessible 24/7, however, Fresh Pet Food Sárl cannot be held responsible for possible discontinuities of the site and associated services.
The user of this site acts with full knowledge of the facts. The accuracy of the content and its updating is not guaranteed. Pawy.ch is delivered “as is” and “subject to availability” without warranty of any kind.
Fresh Pet Food Sárl reserves the right, without notice or compensation, to interrupt its activities and temporarily or permanently close the site or access to one or more services.
Fresh Pet Food Sárl cannot under any circumstances be responsible for the disruption or inability to use the site, or for breaches of computer security which may result in the degradation of computer equipment or cause damage to users and their data.
PRODUCTS AND SERVICES
2.1 The Pawy service
Pawy is a home delivery service for pets in Switzerland. As a customer, you can contact Pawy customer service by email at hello@pawy.ch.
Pawy offers registrants the opportunity to take out a subscription in order to benefit from the following products and services:
The supply of animal food and/or any derived or associated product
Home delivery of food
Sharing various tips and tricks
Pawy offers the subscription of a subscription of 7, 14, 21, 28, 42, 56 days or others depending on the needs of the users, automatically renewed indefinitely unless otherwise advised by the subscriber. This renewal can be terminated without obligation at any time via the customer area on www.pawy.ch or by contacting customer support (hello@pawy.ch), minimum 10 days before the date of the next delivery for a termination effective at the end of the current month. Pawy reserves the right to limit the purchase quantities of certain products and not to deliver in the event of an exceptionally heavy or bulky order.
2.2 Products
Fresh Pet Food Sárl takes care to provide information relating to the characteristics of its products for sale in the form of recurring subscriptions on its Pawy.ch site by means of product sheets (on its website) and detailed labels (on delivery some products). The nutritional advice published on pawy.ch is provided for informational purposes only and should, under no circumstances, constitute your sole source of information for making decisions, without first consulting more specialized, more complete and up-to-date sources of information. , such as the advice of your veterinarian. If you decide to rely on the content presented on this site, you do so at your own risk.
The products are offered for sale on the pawy.ch website in the form of subscriptions within the limits of available stocks and supply possibilities from the Pawy organization's suppliers. The availability of the products will be definitively validated upon confirmation of shipment of the order which will be sent to the customer by email.
Products cannot be sold without subscription, individually or in batches.
2.3 Registration and account management
To take out a subscription on pawy.ch, you must register by following the procedure indicated. By registering on pawy.ch, you create a customer account with a unique username and password, this information gives you access to a secure space allowing you to manage your subscriptions and your purchases on pawy.ch.
It is your responsibility to choose a secure password and keep it secure. You are responsible for all purchases made from your customer area (account), as well as all actions and modifications made to your account (modification of information concerning your animal, your contact details and delivery instructions, etc.).
Personal information is governed by our Privacy Policy.
You must be at least 18 years old on the date of your registration, and not be under guardianship or curatorship.
You may not use Pawy.ch for illegal purposes or in any way that could damage our business or reputation. We reserve the right to suspend or terminate your access to the site and/or your account (including associated orders and subscriptions) in the event of any breach of these General Conditions.
If you suspect or know that a third party has gained unauthorized access to your account, you must notify Pawy customer service (hello@pawy.ch) as quickly as possible.
2.4 Orders
To place an order, the customer must follow the steps below:
-
Complete the registration form via the online diet calculator
-
Validate the proposed recipe
-
Provide the personal information necessary for delivery of the product(s)
-
Choose the payment method and pay for the order (in the case of a credit card payment method)
-
Confirm the order by clicking on the button to confirm the order
This last action establishes the distance sales contract between pawy.ch and the customer. A confirmation by email will be sent to the customer, issued by pawy.ch.
To place an order on pawy.ch, you must complete the form made available to you on the site. The information entered regarding your pets (dogs and cats only) must be accurate. The tailor-made feeding program we offer is a tailor-made subscription product based on the criteria you specify. Nutritional formulas, in particular their contents and compositions, are likely to change depending on the criteria provided (age of the animal, sex, breed, activity level, animal sterilized or not, its weight, etc.). It is your responsibility to complete these criteria without making an error and to contact Pawy customer service if necessary to make any corrections or updates. This information is decisive for the creation of tailor-made nutritional programs for your animals, and also determines the price of subscriptions.
A summary of the nutritional program(s) calculated tailor-made for your animal is offered to you before validation.
To place their order, the customer must provide the necessary, complete and accurate information (full name, address, delivery instructions) as well as determine the username and password for their customer area. Any error in entering this information is the responsibility of the customer.
The banking information entered must be complete, accurate and valid.
PRICING POLICY AND PAYMENT TERMS
3.1 Prices
All prices of subscriptions offered for sale on the pawy.ch website are indicated in Swiss Francs (CHF), VAT tax not included, delivery costs included. The prices in effect are those indicated at the time of the order. All prices include the current value added tax. Subscription prices include both merchandise as well as shipping, which is included. Delivery services and food cannot be sold separately.
The prices of the products displayed during payment are authentic.
Pawy.ch reserves the right to:
-
modify its prices at any time without notice but undertakes to apply the prices in force when the order is registered subject to the availability of the products on that date.
-
suspend all order management and delivery in the event of refusal of authorization for payment by credit card from officially accredited organizations or in the event of non-payment.
-
refuse to make a delivery or honor an order from a consumer who has not paid for an order in full once the agreed payment deadline has passed
3.2 Billing information
You agree to provide current, complete and accurate order and account information for all orders placed on www.pawy.ch. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
3.3 Payment
An invoice will be issued by pawy.ch after each payment and/or order.
Payment for the goods is made according to the payment methods offered during the order process and under the conditions specified therein. We reserve the right to exclude certain payment methods based on the result of the verification of your data (identity and credit check).
In order to optimize the security of transactions, any payment made by credit card on pawy.ch is made via the secure online payment system, which allows all data relating to orders to be encrypted (including names, addresses and numbers). credit cards) so that the information communicated is protected during its transmission.
Unless there are exceptions during discounts, exceptional free months or other promotional offers, the price of subscriptions is taken a few days before the renewal date of each customer's subscription, directly from the customer's credit card mentioned at the time of purchase.
The terms of payment by invoice are subject to restrictions and require the customer to prepay the amount of their subscription before receipt of their order.
3.4 Late Payment Penalties and Non-Payment
In case of failure to charge the credit card and/or expiration, Pawy support will contact the customer to update their payment method (until update and success in charging the customer's credit card, no new deliveries will be made and the subscription will be suspended). In case of late payment, we reserve the right to charge you a flat recovery fee of 30 CHF from the second reminder as well as for all subsequent ones, regardless of whether the first reminder letter reached you by mail or email. In case of late payment, you agree to reimburse us for all costs, expenses, and disbursements that we have incurred in pursuing our claims. This also includes, without prejudice to an obligation to reimburse costs procedurally, all extrajudicial costs of a collection agency or a lawyer commissioned. The contractor reserves the right to refuse an order until all outstanding claims have been settled. The collection of claims is carried out by Creditreform Romandie GNT SA after an unsuccessful second reminder. The costs incurred for this are reimbursable and depend on the amount of the claim. As soon as the claim is taken over by Creditreform Romandie GNT SA, fees and taxes will be added to the existing claims and you will also be responsible for the payment of these claims.
DELIVERY TERMS
4.1 Delivery of the order
Pawy provides its delivery service throughout Switzerland. In the event of deletion of a zone, Pawy reserves the right to cancel subscriptions no longer falling within the delivery zone by sending a notice to its subscribers within a minimum period of 28 days.
The products are delivered to the delivery address provided by the customer when placing the order.
If the customer is not present at the time of delivery and without otherwise indicated on his part, the products are left at the door of his home or at the reception or at the door of the company.
The products can also be delivered to a neighbor living in the same building, if the customer indicates the neighbor's address and telephone number under the "delivery instructions" section of their customer account before confirming their order.
The customer assumes responsibility for the products once delivered, even if they are left at the door of his home or business or with a neighbor in his absence.
If the product is exceptionally lost, the customer can contact the hello@pawy.ch after-sales service for an exceptional replacement as quickly as possible. Pawy will decide unilaterally on a commercial gesture.
4.2 Delivery schedule
Delivery is carried out according to the tour schedule pre-established by Pawy to minimize its impact on the environment. Each new subscriber is added to the existing delivery circuit and will therefore receive their first order no earlier than 24 hours after their registration and no later than 15 days after their registration.
The first delivery date is communicated by email to each new registrant within 48 hours of joining the Pawy service.
4.3 Delay and impossibility of delivery
Delivery time depends on the Pawy delivery schedule. It is not possible to request a specific delivery date (nor a specific time slot, even on the expected day of delivery). Furthermore, Pawy cannot be held responsible for delivery delays caused by difficult local weather conditions, or in the event of force majeure.
Delivery times may vary within the time slot and occasionally fall outside of the time slot. Certain delivery dates may also be blocked. In these cases, any request for compensation is excluded.
For the following cases, Pawy will not be held responsible and no compensation will be requested from Pawy: loss, theft or damaged package; package not delivered or received; contents of the package damaged upon receipt and unusable for the customer.
Pawy reserves the right to offer a commercial gesture depending on the circumstances or to refuse any reimbursement.
It is the buyer's responsibility to communicate the correct delivery information to Pawy to ensure the correct delivery conditions of the products. Any errors in entering delivery information when taking the order will be the responsibility of the buyer. In the event of an incomplete address, wrong address or lack of information resulting in the impossibility of delivering the product, Pawy will not be able to compensate the buyer for this poor delivery.
4.4 Return policy
In view of the logistics necessary for the delivery of our recipes and the maintenance of the cold chain, we cannot accept any returns or returns. We will be happy to offer you a full refund for your trial box provided you donate it to an animal shelter.
SUBSCRIPTION MODIFICATION, SUSPENSION AND CANCELLATION
5.1 Subscription modification and suspension
The Customer may at any time modify or suspend his subscription to choose to benefit from another subscription formula, among the existing formulas or those which may be developed by the company in the future.
However, for these modifications to be taken into account, the Customer must have registered the modification of his subscription on the customer area www.pawy.ch or with customer service (hello@pawy.ch) at least 10 days before the date of the next delivery.
5.2 Cancellation request after confirmation of an order
The Customer may request cancellation of all trial orders or automatic renewal up to 24 hours after confirmation of the order. The order will be canceled and if payment has been made, a refund may be made to the payment method debited. In order to cover the costs of the payment service, a cancellation premium of CHF 5 will be deducted for each payment refund. The customer may also choose to receive the amount of the order in the form of a credit on their Pawy customer account and these credits may be deducted from future orders placed by the customer.
5.3 Cancellation after 24 hours of order confirmation
We understand that unforeseen circumstances may arise, causing you to have to cancel an order. However, the preparation of our fresh meals requires upstream organization to guarantee the best quality to our customers.
Although it is true that you can cancel your order at any time, if such cancellation occurs later than 24 hours after your order has been confirmed, we reserve the right to apply late cancellation fees:
For a cancellation made more than 48 hours before the meals are delivered to our transport service, a fee corresponding to 10% of the total value of the order may be charged.
If cancellation is made 24 hours or less before the meals are delivered to our transportation service, a fee of 20% of the total order value may be charged.
In the event of cancellation, a full refund (less late cancellation fees) will be made.
5.4 Subscription termination
Pawy offers the subscription of a subscription, automatically renewed indefinitely unless otherwise advised by the subscriber. This renewal can be canceled without obligation at any time via the customer area on www.pawy.ch or by contacting customer support hello@pawy.ch
The interruption of the subscription is taken into account upon receipt of an email published by pawy.ch. The request to close the subscription must be made before payment for an order (first or recurring subscription) at least 10 days before the date of the next delivery for logistical reasons.
Provided that this 10-day period is respected, no more goods will be delivered. Remaining merchandise from the current month will not be refunded or recovered.
In the event of non-compliance with the mandatory deadline of 10 days before the date of the next delivery, the cancellation of the subscription will be taken into account for the next period of the buyer's subscription.
Pawy can also cancel the subscription unilaterally with 10 days' notice without having to communicate a reason.
PRODUCT COMPLIANCE, RETURNS AND REFUNDS
6.1 Verification of product conformity
It is the customer's responsibility to check the conformity of the goods received. The verification is considered carried out after 3 working days without a complaint made to our customer service.
6.2 Finding of non-compliance
In the event of an anomaly such as: broken container, insufficient quantity of merchandise or non-compliance with the order, etc. The customer must inform Pawy customer service of the non-compliance of their order by submitting a complaint by email or telephone within 3 working days following receipt of the goods. Any complaint made outside this deadline cannot be accepted.
6.3 Returns
It is not possible to return the goods once they have been delivered. We do not take back any delivered orders, whatever the reason for the complaint.
6.4 Refunds
Products whose intrinsic qualities do not correspond to the customer's expectations (e.g. taste properties) as well as products ordered in error are not refundable and cannot therefore be the subject of a declaration of non-conformity.
Products recognized as non-compliant with the customer's order will be replaced by Pawy within a maximum of 28 working days.
PROMOTIONAL OFFERS, SPONSORSHIPS AND DISCOUNTS
7.1 Sponsorship offer
Any customer has the opportunity to refer new customers (new customers only). To do this, new customers are invited to indicate their sponsor's sponsorship code when subscribing to their subscription in the section provided for this purpose during the subscription process.
Any customer who is, as a sponsor, at the origin of a subscription, will receive a single voucher equivalent to a reduction of 20 CHF on one month of subscription, per referral. The sponsor can accumulate as many referrals as he wishes; the (unique) reductions, however, will not be cumulative over a single month but will apply to consecutive months of subscriptions. For example, 3 referrals give the right to three (3) times one (1) reduction of 20 CHF passed on to 3 months of separate subscription of the sponsor following the validation of the first month of paid subscription of each of his referrals.
For a sponsorship voucher to be valid, the sponsor must wait for the first billing from their godchild, at the end of the month offered for subscribing to their Pawy subscription. Any new customer using, when registering, their sponsor's sponsorship code will be entitled, in their capacity as godson, to a one-time reduction of 20 CHF which will be automatically applied during their first billing, at the end of the month offered to subscribing to your Pawy subscription.
Sponsorship discount vouchers cannot be combined with other promotional offers. They only work when purchasing a subscription on pawy.ch. and cannot be subject to any financial compensation if not used.
The sponsor's sponsorship code is valid as long as the sponsor is a Pawy subscription subscriber, this code becomes obsolete as soon as the sponsor interrupts his subscription (suspension or cancellation).
7.2 Promotional offers and samples offered
Our promotional offers and free samples are reserved for new users of the pawy.ch site who do not have a subscription or an active customer account. People who have previously registered an animal or taken out a subscription, even if it has been suspended or interrupted, cannot benefit from our special offers, unless explicitly stated otherwise.
Offers are limited to one animal. When the offer concerns a trial period, the maximum quantity of tailor-made food offered does not exceed 5kg for a dog and 2.5kg for a cat. Certain products may be excluded from offers.
Pawy may suspend or cancel any special offer, even in progress, without notice, concerning all promotional operations of the Pawy brand. We may, in our sole discretion, restrict the number of persons who may receive an offer for any reason.
Promotional offers are limited in time. The related reductions or advantages are therefore available for a limited period. They cannot be applied retroactively and cannot give rise to any remuneration or exchange, monetary or not.
Delivery charges may apply in connection with certain promotional offers, in which case these charges will be stipulated in the conditions of the relevant offers.
Your participation in a Pawy promotional operation, whether through the use of a gift voucher, a reduction code or via a competition, implies your automatic acceptance of these General Conditions and your automatic acceptance of the conditions linked to the promotional operation in question if it is subject to specific conditions of participation, which will be communicated with the launch of the promotional operation concerned.
Upon expiration of any discounted offer, you will be charged the full price in effect for subsequent deliveries until valid termination of your subscriptions or orders placed on our Site.
Promotional offers cannot be combined.
QUIZZES
Pawy is temporarily organizing competitions on its Instagram and Facebook networks in the form of free competitions, with no obligation to purchase. These competitions are subject to specific participation conditions available by clicking on this link. By participating in one of the Pawy competitions, the Internet user accepts these conditions of participation. Pawy reserves the right to adapt, modify or interrupt a competition in progress if necessary, without notice.
***
These General Conditions are subject to Swiss law.
In the event of a dispute likely to arise in connection with these General Conditions, their interpretation and their consequences or with the acts supplementing or modifying them, the parties will always endeavor to find an amicable solution before bringing the matter before the courts. .
These General Conditions may be modified at any time, without notice.
Last updated on 06/09/2023