Skip to content

Velipet Online Shop Terms and Conditions

These Terms and Conditions set out the rules for using the velipet.com online shop and for concluding and performing contracts for the sale of Veli brand products – both under the subscription model, which is our primary way of selling, and as one-off purchases.

§1. General provisions

1. The online shop available at velipet.com (the “Shop”) is operated by the Seller. 2. The Seller and owner of the Shop is: Proteine Resources Sp. z o.o. ul. Jesionowa 11, Masłomiąca, 32-091 Michałowice, Poland (Lesser Poland Voivodeship) VAT ID (NIP): 5130251192, REGON: 368033566 KRS: 0000690446, District Court for Kraków-Śródmieście in Kraków, 12th Commercial Division of the National Court Register Share capital: PLN 134,300.00 Contact e-mail address: hello@velipet.com 3. The Terms and Conditions are continuously available on the Shop website in a manner allowing them to be obtained, reproduced and recorded. 4. Acceptance of the Terms and Conditions is a condition of placing an order. The Seller sells and delivers within the territory of the Republic of Poland. 5. The Seller may amend the Terms and Conditions and prices for valid reasons, in particular where the law or its interpretation changes, where the scope of services, functionality or sales model changes, where it is necessary to prevent abuse, or in order to remove ambiguities. The Seller gives notice of any amendment by publishing the new Terms and Conditions in the Shop and – if the Customer holds an Account – by e-mail. The new wording takes effect 14 days after such notice. A Customer with an active Subscription who does not accept the amendment may cancel the Subscription before that period expires. 6. Orders paid for or released for fulfilment before the amendment takes effect remain governed by the previous wording and the previous prices. If prices change while a Subscription is paused, the Seller will inform the Customer of the new prices before it resumes.

§2. Definitions

• Customer: a natural person, legal person or organisational unit making purchases in the Shop. • Consumer: a Customer who is a natural person performing a legal act not directly connected with their business or professional activity. Provisions concerning the Consumer apply accordingly to a sole trader with consumer rights. • Product: Veli brand wet dog food and other products offered in the Shop. • Pack: a set of Products composed in the Configurator and forming the subject of a single order. • Starter Pack: the introductory offer for a new Customer, covering the first two Subscription deliveries of a fixed size and subject to introductory discounts (§5). • Subscription: a contract for the recurring supply of Products, under which successive orders are created, paid for and dispatched automatically. • Cycle (delivery): a single order within a Subscription – one order creation, one payment, one dispatch. These Terms use both words interchangeably. • Delivery frequency: the number of days between successive Cycles, set individually for the Customer's dog (§6(2)). • Starter interval: the number of days between the charge for the first and the charge for the second Starter Pack delivery (§5(4)). • Amendment deadline: the point after which the next delivery can no longer be modified (§6(5)). • Portion: the daily amount of food calculated for the Customer's dog, rounded to the nearest full 100 g. • Configurator: the Shop tool (“Build your pack”) used to select Products based on information about the dog and the Customer's preferences. • Account: the Customer's individual account in the Shop; “Logged-in pages” are the areas of the Shop available after signing in.

§3. Technical requirements and the Customer Account

1. Using the Shop requires a device with internet access, a current web browser with JavaScript and cookies enabled, and an active e-mail address. 2. The Account is created automatically in the course of the first order, based on the data provided by the Customer. The Shop has no separate registration process and does not use passwords. 3. Signing in is passwordless: through a one-time authentication link (“magic link”) sent to the Customer's e-mail address, or through a Google account. Access to the Customer's e-mail inbox is equivalent to access to the Account; the Seller recommends securing that inbox, in particular with two-factor authentication. 4. If the Customer suspects that an unauthorised person has gained access to their inbox or Account, they should notify the Seller immediately at hello@velipet.com. The Seller will block further sign-ins and suspend the fulfilment of scheduled Cycles. 5. Within the Account the Customer may in particular review order history and sales documents, manage their data (including dog profiles and addresses) and manage the Subscription to the extent set out in §6(4). 6. The Customer undertakes to provide true and current data and not to supply unlawful content. The completeness and accuracy of the data – in particular the delivery address, e-mail address, payment details and the dog's data – affect the ability to fulfil the order and the accuracy of Pack selection. 7. The Customer may designate a person authorised to act on the Account by sending that person's details to hello@velipet.com. The Seller may request information necessary to verify that person's identity and authorisation. Actions taken by an authorised person are treated as actions of the Customer. 8. The Account and Configurator services are provided free of charge and for an indefinite period. The Customer may terminate the Account agreement at any time by sending a statement to hello@velipet.com; if an order is being fulfilled at that moment, termination takes effect once it has been completed. Terminating the Account agreement is equivalent to cancelling any active Subscription. 9. The Seller may suspend or disable the Account if, in its reasonable assessment, the Customer is not complying with these Terms and Conditions. 10. The Shop is intended solely for persons of full age.

§4. Purchase models, the Configurator and order size

1. Veli Products may be purchased in two ways: • Subscription – the primary sales model: a contract for the recurring supply of Products under which successive Cycles are created, paid for and dispatched automatically, at a rhythm derived from the dog's requirements; • One-off Pack – a single contract of sale for a set of Products, with no ongoing commitment. 2. A new Customer enters into a Subscription in the form of a Starter Pack, on the terms set out in §5. An order may be placed either through the public Configurator or from within the Account; the same rules apply to orders placed from the Account. 3. The composition and size of the Pack are determined on the basis of the information about the dog provided in the Configurator – in particular age, body weight, breed, activity level and any declared intolerances. On that basis the Seller calculates the daily Portion using the FEDIAF methodology, rounded to the nearest full 100 g (an exact half rounded down). The Portion is the reference point for the size of the Pack, the Starter interval and the Delivery frequency. 4. The Configurator's recommendation indicates recipes and quantities. The Customer may change the number of cans of each recipe shown; changing the quantity of one recipe does not change the quantity of the others. Each selected recipe appears in the order in a quantity of between 1 and 99 cans. 5. For logistical and production reasons the minimum size of a single order is 14 cans of 400 g. The Configurator does not allow this size to be reduced. The Customer may increase the number of cans; the Seller applies no upper limit on the number of cans or the weight of an order beyond the constraints arising from Product availability and the limit of 99 cans per recipe. 6. The Shop indicates how many days the ordered Pack will last at the calculated Portion, including any likely shortfall before the next delivery or any surplus that will remain after it. This information is indicative only and does not block the placing of an order. 7. The Seller's recommendations are informational – see §15.

§5. Starter Pack (deliveries 1–3)

1. The Seller presents a new Customer with a single introductory offer – the Starter Pack. Its first two deliveries are of an identical, fixed size and are subject to introductory discounts; from the third delivery onwards the plan moves to a steady mode matched to the dog's actual requirements. 2. The Starter Pack is a Subscription. By purchasing it the Customer enters into a contract for the recurring supply of Products for an indefinite period, not a one-off contract. This means that after the first delivery, further deliveries will be created, paid for and dispatched automatically until the Customer pauses or cancels them. The Seller states this in the Shop before the order is confirmed, together with the amount and approximate date of the second delivery. The Subscription may be paused or cancelled at any time by the Customer, on the Logged-in pages, without giving a reason, without charge and without any notice period – including before the second and before the third delivery. 3. The first delivery comprises at least 14 cans of 400 g in the recipes selected in the Configurator and is subject to an introductory discount. The second delivery comprises the same number of cans and the same recipes as the first, at a lower introductory discount. The level of both discounts is presented in the Shop before the order is confirmed. 4. Payment for the second delivery is taken once the Starter interval has elapsed, counted from the day the payment for the first delivery was taken. The Starter interval corresponds to the number of days the Starter Pack will last at the calculated Portion and is individual to the Customer's dog: for a dog with high requirements it is around a week, for a dog with low requirements it may be several weeks. The Seller applies a lower and an upper limit to the interval; the current limits and the specific interval calculated for the Customer's dog are presented in the Shop before the order is confirmed and on the Logged-in pages. 5. The amount of the second delivery and the estimated date of its arrival – expressly marked as approximate – are presented before the first order is confirmed and paid for. The Customer may postpone the date of the second delivery on the Logged-in pages. 6. The Starter interval applies solely to the transition from the first delivery to the second. It is not a fixed Delivery frequency and does not apply after the third delivery, from which §6(2) applies. 7. From the third delivery onwards the Subscription moves to a steady mode: • size – the number of cans is calculated from the dog's daily Portion and the length of the period between deliveries, rounded up to a whole can, subject to a minimum of 14 cans; • frequency – derived from the dog's Portion, on the terms set out in §6(2); • price – a standing subscription discount applies, dependent on the dog's daily Portion. The discount threshold is calculated from the Portion and not from the number of cans in the order, so increasing the number of cans never raises the unit price. The level of the discount is communicated as a percentage; • discounts do not stack – one discount on Products applies per order, on the terms set out in §13. 8. The size and amount of the third delivery may be significantly higher than those of the starter deliveries – potentially several times higher. This follows from the design of the offer: the starter deliveries are of a fixed size independent of the dog, whereas from the third delivery the Subscription scales with the dog's actual requirements. The Seller notifies the amount, size and date of the third delivery by e-mail before payment is taken; until the Amendment deadline the Customer may change or postpone that delivery, skip it, or cancel the Subscription. 9. The introductory offer is intended solely for new Customers; the verification rules are set out in §13(2). A Customer not entitled to the offer is presented with the standard purchase terms. 10. Pausing or cancelling the Subscription after the first or second delivery does not result in the loss of the introductory discounts granted, nor in any obligation to pay the difference. The Seller does not apply any form of retrospective clawback of the starter discount.

§6. Conclusion of the contract, schedule and Subscription management

1. An order is placed by confirming it using the button marked with an obligation to pay and authorising payment. Placing an order constitutes the Customer's offer. The contract is concluded at the moment the Seller sends an e-mail confirming acceptance of the order. If the Seller does not accept the order, no contract arises and any payment taken is refunded without delay. The confirmation message contains the details of the order and the Terms and Conditions in force at the time it was placed. In the case of a Subscription, a confirmation is sent for each Cycle. 2. The Delivery frequency and the dates of individual deliveries are set individually for the Customer's dog, based on the calculated Portion and the size of the Pack, so that food arrives before the previous delivery runs out. The Seller does not apply a single rhythm to all Customers. The current frequency and the planned dates of successive deliveries are presented in the Shop before the order is confirmed, on the Logged-in pages in the Subscription schedule, and in the notification sent before every charge. The set of available frequencies is presented on the Logged-in pages; the Seller may change it on the terms set out in §1(5), provided that any change does not affect Cycles already created, and if the Customer's current frequency ceases to be available the Seller will inform them before the next charge and indicate the closest matching option. 3. The dates of future deliveries are planned and estimated – they may shift owing to carrier delivery times, non-working days and changes made by the Customer. 4. On the Logged-in pages the Customer may at any time, independently, without giving a reason and free of charge: • postpone the date of the next delivery – to an earlier or a later date; • skip the next delivery; • change the Delivery frequency to another frequency made available by the Seller; • pause the Subscription for a chosen period or indefinitely, and resume it; • cancel the Subscription, and also reactivate a cancelled Subscription; • change recipes and the number of cans in successive deliveries, the Pack template and the portioning mode; • add, remove or change the quantity of additional products, where offered; • order the next delivery immediately, ahead of the scheduled date (paragraph 6); • change the delivery address and method, billing details and the saved payment method. The rights to postpone, skip, change the frequency, pause and cancel apply throughout the Subscription, including during the Starter Pack period. They require no contact with customer service and no notice period. 5. For a change to affect the next delivery, it must be made before the Amendment deadline – the point at which the order is released for fulfilment. That deadline falls before the planned charge, is shown at all times on the Logged-in pages next to the next delivery, and is stated in the notification referred to in paragraph 7. The Seller sets it so that, after receiving the notification, the Customer still has a genuine opportunity to react. After that deadline the next delivery cannot be modified – its contents, address and payment details cannot be changed and it cannot be skipped, and payment will be taken as scheduled. This does not limit the right to pause or cancel the Subscription, which the Customer may exercise at any time with effect for all subsequent deliveries. 6. The Customer may request that the next delivery be fulfilled earlier than scheduled. Because this means payment is taken immediately, the request requires the Customer's express confirmation that they are aware of this. On confirmation the Cycle is created, paid for and released for fulfilment, and the schedule of subsequent deliveries shifts accordingly. The Seller presents the price of that delivery before confirmation. 7. Before each payment for a further Cycle the Seller sends an e-mail stating the amount and planned date of the charge, the composition of the order, the delivery address, the Amendment deadline and a link to the Account. The notification is sent before every Cycle – including before the second and third Starter Pack deliveries – far enough in advance for the Customer to exercise the rights under paragraph 4 before the Amendment deadline. The lead time is matched to the Delivery frequency: where intervals are short it is correspondingly shorter than where they are long. 8. Change requests submitted by any route other than the Account are handled during customer service hours; requests received outside those hours are handled on the next business day and may concern only deliveries that are still open to modification. 9. The Seller maintains one Subscription per dog in order to avoid duplicate deliveries. If a dog already has an active Subscription, a further order for that dog may be placed as a One-off Pack; if the Customer needs food sooner, they may bring forward the next Cycle of the existing Subscription. A Customer with several dogs may maintain a separate Subscription for each of them. 10. If the Customer updates their dog's data, the Seller will recalculate the Portion and, as a consequence, the size of the Pack, the Delivery frequency and the price of subsequent Cycles. The new size and price are presented before the change is saved and in the notification referred to in paragraph 7.

§7. Payments, invoices and failed charges

1. Payments are handled by licensed payment providers – Stripe (Stripe Payments Europe Ltd., Ireland) and Tpay (Krajowy Integrator Płatności S.A., Poznań). The methods currently available are presented at the order stage and include in particular: payment cards and the Apple Pay and Google Pay wallets; BLIK – payment by code, payment using a saved method, and BLIK in the variant enabling recurring charges; and online bank transfer (pay-by-link), available for One-off Packs only. The catalogue of methods and providers may change. 2. The Seller does not store full payment card details. Payment instrument data are held by the payment provider, which makes available to the Seller only a token – a virtual identifier of the payment method used to take subsequent payments. 3. Paying for the first Cycle and giving consent to recurring charges are two separate events. If the first payment succeeded but the provider has not yet confirmed consent to recurring charges, the first order is fulfilled normally – it is paid for and will be dispatched – while the Subscription remains awaiting activation. The Seller will then ask the Customer to add a payment method for that Subscription on the Logged-in pages; adding a method in this way does not result in any additional charge and serves solely to start subsequent deliveries. Until the Subscription is activated, no further Cycles are created or charged. 4. The Seller takes payment of the total price together with any additional costs before the relevant Cycle is fulfilled, after the Amendment deadline has passed. It is the Customer's responsibility to ensure that the payment method details are correct and current and that sufficient funds are available at the time the payment is taken. 5. If payment for a Cycle fails, the Seller will inform the Customer and will make further attempts to take the payment. During that time fulfilment of the Cycle is suspended and the Customer may update the payment method on the Logged-in pages using the link sent by e-mail. If all attempts prove unsuccessful, the Cycle is not fulfilled and the Subscription is automatically paused until the payment details are updated; this does not terminate the Subscription permanently and the Customer may resume it at any time. Updating the payment method does not in itself trigger an immediate charge – a further attempt follows the schedule, of which the Seller will inform the Customer. 6. If the Customer starts a payment and does not complete it, the order remains unpaid and no contract is concluded. The Seller may send an e-mail with a link allowing the payment to be completed; the link has a limited validity period. If prices, Product availability or other order conditions have changed in the meantime, completing the payment will not be possible and the Seller will invite the Customer to place a new order. No charges are made for an unpaid order. 7. The Seller issues an appropriate sales document for every purchase. At the Customer's request an invoice is issued: either in the Customer's own name (B2C) or to a company with a VAT ID (B2B). Requests for an invoice should be submitted before the order is fulfilled, via the Account or to hello@velipet.com. Documents are issued and archived using an external invoicing system and – to the extent required by law – the National e-Invoicing System (KSeF). 8. The Seller applies no debt-collection regime to the Customer, because payment is taken before dispatch and no situation arises in which a Product has been delivered but payment remains outstanding.

§8. Prices

1. All prices in the Shop are given in Polish zloty (PLN) and are gross prices (inclusive of VAT). The Shop presents in particular the price per day of feeding, the unit price (per can) and the total order price. 2. The total price payable by the Customer is the sum of the prices of the Products in the Pack, calculated on the day the order is created, plus delivery costs where applicable. A breakdown of the price of the Products, the discounts granted and all additional costs is presented before the order is confirmed; up to that point the Customer may amend their details and the composition of the Pack. 3. If the order price changes between the price being displayed and payment being authorised, the Seller interrupts the payment process, presents the current price and asks for renewed confirmation. No payment will be taken in an amount other than that accepted by the Customer. 4. The price agreed for a given Cycle is fixed at the moment that Cycle is created. Subsequent price changes do not affect Cycles already created and paid for. Changes made by the Customer take effect for future Cycles that have not yet been released for fulfilment and do not give rise to pro-rata settlements within the current Cycle. 5. Products purchased under the Subscription model are subject to a more favourable unit price than in one-off sales. The level of the standing subscription discount depends on the dog's daily Portion. Entitlement to the subscription price is lost upon cancellation of the Subscription and applies to Cycles created after that moment. 6. The catalogue price of a Product is the price applicable to a one-off purchase without any offer applied. It is the reference point for the percentages presented in the Shop. The Seller applies two kinds of departure from the catalogue price: • standing price differentiation arising from the purchase model chosen and the size of the order – in particular the subscription price and the discount for a larger one-off order. These apply continuously and are available to every Customer meeting their conditions, irrespective of when the purchase is made; • introductory offers for new Customers, including the Starter Pack – limited to that Customer's first orders, on the terms set out in §5 and §13. The price applicable to your order, together with a breakdown of the discounts applied, is presented before the order is confirmed. 7. Where a price reduction is announced, the Seller states, alongside the reduced price, the lowest price of that Product in force during the 30 days preceding the reduction, in accordance with Article 4 of the Act of 9 May 2014 on informing about the prices of goods and services. If the Product has been offered for less than 30 days, the Seller states the lowest price in force from the date it was first offered until the date of the reduction. 8. If the VAT rate changes between the date the order is placed and the date it is fulfilled, the Seller will adjust the gross price, unless the Customer has already paid for the Product in full before the change took effect. 9. If the correct price of a Product on the day of the order is lower than the price stated in the Shop, the Seller charges the lower amount. If the correct price is higher, the Seller contacts the Customer for instructions before fulfilling the order, or rejects the order and informs the Customer. If the pricing error is obvious and the Customer could reasonably have recognised it, the Seller is not obliged to fulfil the order at the incorrect price.

§9. Products

1. The Seller offers complete wet food for adult dogs in cans of 400 g, in several recipes differing in their main protein source. The current catalogue of recipes, their full composition and nutritional values are presented on the Product pages in the Shop. 2. The Products are intended solely for feeding adult dogs. They are not intended for human consumption, for feeding puppies or for feeding other animal species. 3. Please note: the Products may contain allergens, including EntoPro™ insect protein, which for some dogs may be a novel protein source. If the Customer's dog has any allergies or intolerances, the Customer should record this on the Account or contact the Seller, and the Pack will be selected so as not to contain the indicated ingredients. If the Customer amends the contents of the order themselves – in particular by selecting recipes other than those proposed – the Seller cannot guarantee that the order will not contain the indicated allergens. It is the Customer's responsibility to ensure that the food given to their dog does not cause adverse reactions. 4. Product photographs are illustrative and packaging may differ from that shown in the Shop, in particular as regards artwork. The composition and nutritional information on the packaging of the Product delivered and on the Product page are always binding. 5. Ingredients or manufacturing methods may change from time to time for commercial, supply or operational reasons. The Seller will inform the Customer of any material change to a recipe – in particular a change to the main protein source, the removal of a declared Product characteristic or a material change in nutritional values – before the next Cycle is fulfilled, and will allow the Customer to change the composition of the Pack, skip the Cycle or cancel the Subscription without any consequences. The Seller reserves the right to make minor changes, including those resulting from changes in the law, without prior notice; such changes do not affect the ability to use the Product as intended. 6. If a selected recipe is temporarily unavailable, the Seller will inform the Customer before the Cycle is fulfilled and will allow the composition to be changed or the Cycle to be skipped. The Seller does not substitute a different recipe for one selected by the Customer without the Customer's consent. 7. The Seller may discontinue a Product. It will give at least 14 days' notice and – if the Product forms part of a Subscription – will propose a replacement or allow the Pack to be modified or the Subscription cancelled, refunding amounts paid in advance for Products not delivered.

§10. Delivery

1. Products are delivered through courier companies and logistics operators cooperating with the Seller. The following options are made available in particular: • delivery to a parcel locker – at the order stage the Customer selects the delivery method itself, and indicates the specific locker after paying for the order, using a link sent by the carrier. If the Customer does not indicate a locker, the Seller will contact them; the fulfilment period is suspended until the collection point has been determined; • courier delivery – to the address given in the order. The delivery methods currently available and the names of the carriers are presented before the order is confirmed. The catalogue of carriers may change; any change does not affect orders already paid for. 2. Delivery costs are presented in the summary before the order is placed. The Seller currently makes no charge for delivery. If paid delivery is introduced in future, its cost will be presented before the order is confirmed and will not apply to orders already paid for. 3. Products are delivered to addresses within the territory of the Republic of Poland and to parcel lockers located in that territory. The Seller does not deliver to post office boxes and may refuse delivery to a particular location, informing the Customer before the order is confirmed. 4. Preparation of an order for dispatch takes no more than 3 business days from the payment being credited; the carrier's delivery time must be added to that period. The Seller delivers the Products no later than 30 days from conclusion of the contract, unless the parties agree another date. For Subscriptions, successive deliveries are made in accordance with the schedule shown on the Logged-in pages. 5. Large orders may be split into more than one consignment. Splitting affects neither the price nor the delivery costs. 6. The Customer receives notifications from the Seller and from the carrier about the fulfilment and delivery status of the order, including a tracking number. 7. The Customer is obliged to collect the consignment from the indicated address or from the selected parcel locker within the period set by the carrier. Where a consignment is not collected for reasons attributable to the Customer, the Seller will make contact to arrange re-dispatch and may charge the Customer the actual cost of re-dispatch. The Seller may charge the Customer the cost of disposing of the Products only where the returned Products are objectively unfit for resale and the cause lies with the Customer; the Seller will set out the basis for any such charge before making it. 8. If delivery is delayed by an event beyond the Seller's control, the Seller will contact the Customer as soon as possible. In the event of a significant delay on the part of the carrier that does not result from the Customer's actions, the Customer may contact the Seller in order to terminate the contract and obtain a refund of the price of Products not received. 9. Responsibility for the Product (the risk of accidental loss or damage) passes to the Customer upon delivery of the Product to them or, where the Customer has selected a carrier other than one proposed by the Seller, upon release of the Product to that carrier. The Customer becomes the owner of the Product once the Seller has received payment in full. 10. The Products are wet food in hermetically sealed packaging and do not require refrigeration before opening. Unopened Products should be stored in a dry place at room temperature, protected from direct sunlight and from frost. Once opened, the Product should be kept refrigerated and used within the period stated on the packaging. 11. The Seller may suspend deliveries in order to resolve technical problems, update a Product following changes in the law, implement changes requested by the Customer or remedy the effects of an event beyond its control. The Seller will give advance notice unless the reasons are urgent, and will not take payment for the period of suspension. The Customer may terminate the contract if the suspension lasts or is to last longer than 60 days; the Seller will then refund amounts paid in advance for the period after termination.

§11. Conformity of the Product with the contract and complaints

1. The Seller is obliged to deliver a Product that conforms with the contract. Conformity is assessed having regard to the purpose for which the Customer purchases the Products – that is, feeding dogs – and to the Seller's public statements, in particular those contained in advertising and promotional materials. 2. The Seller is liable for any lack of conformity existing at the time of delivery and revealed within two years of that moment. A lack of conformity revealed before two years have elapsed since delivery is presumed to have existed at the time of delivery, unless the Seller proves otherwise or that presumption is irreconcilable with the specific nature of the Product or of the lack of conformity. The Seller's liability does not extend to deterioration of the Product after its use-by date or resulting from storage contrary to the instructions on the packaging. 3. If a delivered Product does not conform with the contract, the Customer may request its repair or replacement. Given the nature of food products, replacement is the primary means of bringing the Product into conformity. The Seller may refuse to bring the Product into conformity if doing so is impossible or would require excessive costs. 4. The Customer may make a statement reducing the price or withdrawing from the contract if: the Seller has refused to bring the Product into conformity or has failed to do so; the lack of conformity persists despite an attempt to remedy it; the lack of conformity is so significant as to justify a price reduction or withdrawal without first resorting to repair or replacement; or it is clear from the Seller's statement or from the circumstances that it will not bring the Product into conformity within a reasonable time or without significant inconvenience to the Customer. The Customer may not withdraw from the contract if the lack of conformity is immaterial. Where the lack of conformity concerns only part of the Products delivered, these rights apply only to that part. 5. A complaint may be submitted to hello@velipet.com, stating details enabling the order to be identified, a description of the lack of conformity and, where possible, photographic documentation. The Seller considers the complaint and informs the Customer of the outcome within 14 days of receiving it. Failure to reply within that period constitutes acceptance of the complaint. 6. Given the nature of food products, the Seller does not require the Product complained of to be returned, provided that the lack of conformity can be established on the basis of the information and documentation provided. If the Seller does request the return of the Product, it will collect it at its own cost. 7. If the consignment or the Products show visible signs of damage, the Customer should inform the Seller as soon as possible, sending photographic documentation to hello@velipet.com. Drawing up a damage report with the carrier is not a condition of a complaint being considered, but it makes consideration easier. The reporting period is indicative and does not limit the Customer's statutory rights. The same applies to reporting non-delivery of a consignment. 8. Where the price is reduced, the Seller refunds the difference within 14 days of receiving the statement. In the event of withdrawal, the Seller refunds the price within 14 days of receiving the statement or – if it has requested the return of the Product – of receiving the Product or proof of its dispatch, whichever occurs first. Refunds are made using the same payment method used by the Customer, unless the Customer agrees to another method that involves no cost to them.

§12. Withdrawal from the contract, pausing and cancelling a Subscription

1. A Consumer may withdraw from a distance contract without giving a reason within 14 days of taking possession of the Product, either personally or through a third party other than the carrier indicated by the Consumer. Where a contract covers multiple Products delivered separately, the period runs from taking possession of the last of them. 2. A Subscription is a contract concluded for an indefinite period under which each delivery constitutes a separate order. The right of withdrawal therefore applies to each delivered consignment separately – the 14-day period runs from taking possession of the Products in that delivery. Withdrawal from a particular delivery does not in itself end the Subscription; to end it, the Customer should use paragraph 6. If the Customer wishes to do both at once, it is enough to say so – the Seller will treat such a statement as withdrawal from that delivery and as cancellation of the Subscription. 3. It is sufficient to send the statement before the period expires. The statement may be made in any form, including by e-mail to hello@velipet.com, via the Logged-in pages or using the form annexed to these Terms and Conditions; use of the template is not mandatory. 4. In the event of withdrawal the contract is deemed not to have been concluded. The Seller refunds all payments received, including delivery costs up to the amount of the cheapest ordinary delivery method offered, within 14 days of receiving the statement. The Seller may withhold the refund until it has received the Products back or the Customer has supplied proof of their dispatch, whichever occurs first. The Product being returned should be sent back without delay and no later than 14 days from the date of withdrawal. The Customer bears the direct cost of returning the Products. The Customer is liable for any diminution in the value of the Products resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning. Please contact us before sending a consignment back – the Seller will confirm the return address and dispatch method appropriate to the case. 5. The right of withdrawal does not apply in the cases set out in Article 38 of the Act of 30 May 2014 on consumer rights, in particular in respect of Products supplied in sealed packaging which cannot be returned after opening for health protection or hygiene reasons, where the packaging was opened after delivery. 6. A Subscription may be paused or cancelled at any time by the Customer on the Logged-in pages, without giving a reason and free of charge. Pausing suspends the fulfilment of further Cycles for a chosen period or indefinitely; where the Customer specifies a period, the Subscription may resume automatically once it ends, of which the Seller will give notice before payment is taken. Cancellation permanently ends the Subscription – no further Cycles are created or fulfilled and scheduled notifications are stopped. Cancellation does not delete the Account and does not affect orders already paid for or fulfilled. 7. If the Customer cancels a Subscription and reactivates it at a later time, the applicable price may differ from the price in force at the time of cancellation. Reactivation starts a new schedule; the Seller does not resume outstanding or unpaid Cycles from before the cancellation. 8. Pausing, cancellation and other changes take effect for Cycles that have not yet been released for fulfilment, in accordance with the Amendment deadline. A Cycle for which that deadline has already passed will be fulfilled and charged. 9. The Customer may terminate the contract with immediate effect, and the Seller will refund the full price of Products not received, where: the Seller has notified an error in the price or description and the Customer does not wish to proceed; there is a risk of significant delivery delay for reasons beyond the Seller's control; the Seller has suspended deliveries for more than 60 days; the Seller intends to make a material change to a Product or to these Terms and Conditions to the Customer's detriment and the Customer does not agree to it; or a delivered Product materially fails to conform with the contract. 10. The Seller may terminate the contract with immediate effect if the Customer fails to make payment despite a reminder, fails within a reasonable period to supply information necessary for delivery of the Products, fails within a reasonable period to enable their delivery (including where consignments are repeatedly not collected), or materially breaches these Terms and Conditions, in particular by abusing offers and discounts. The Seller will then refund amounts paid in advance for Products not delivered, and may set off reasonable costs incurred as a result of the breach.

§13. Promotions, discounts and discount codes

1. The Seller may offer promotions and discounts, in particular in the form of a percentage or fixed-amount discount, free delivery, introductory offers (including the Starter Pack) and discount codes. The detailed terms of each promotion are set out in the promotional materials or in separate promotion terms which, to the extent they regulate a matter, take precedence over this paragraph. 2. Introductory offers are intended solely for new Customers. A new Customer is a person who did not previously hold an Account in the Shop and has not previously placed a paid order. For verification the Seller may use in particular the e-mail address, delivery address, payment instrument details and device identifier. Entitlement to an introductory offer is assessed separately for each purchase model: a Customer who already has a Subscription may still use an introductory offer on their first One-off Pack, and vice versa. 3. A discount code entitles the Customer to a reduction on the terms specified for that code. The code is entered at the order summary stage, before the order is confirmed and before payment; once applied, the code is shown in the summary together with the reduction granted and can be removed from there. A discount code may: • reduce the price of Products, the delivery cost, or both – by a percentage, by a fixed amount, or down to a specified price level; • apply only to a particular purchase model, for example only to a One-off Pack or only to the first order in a Subscription; • have a validity period; • require a minimum Product value in the order; • be subject to usage limits – per Customer (as a rule, single use) and an overall limit for the entire code pool; • be applied automatically, without needing to be entered, where the promotion terms so provide. 4. If a code cannot be applied, the Seller states the reason – in particular: the code is not recognised, has already been used, is not yet active or has expired, does not apply to this purchase model or this order, the minimum order value has not been met, or the usage pool is exhausted. After discounts are applied, the price of the Products does not fall below the minimum sale price; if a discount would exceed that limit, the Seller applies it up to that limit. 5. Where an automatic promotion already applies to the order – in particular the Starter Pack introductory discount or the standing subscription discount – and the code entered would give a less favourable reduction, the lower price resulting from the automatic promotion is retained and the code remains unused, so it can be used on another order. If the code proves more favourable, the code is applied. The Customer never loses a discount because they entered a code: whichever option is more favourable to them always prevails. This rule does not apply to benefits expressly marked as combinable, for example a reduction covering delivery cost only alongside a discount on Products. 6. Unless the terms of a particular promotion provide otherwise: offers and codes are single-use and may be subject to a per-Customer usage limit; offers do not combine with one another; offers are limited to one Subscription per Customer; discounts and promotional credit are not exchangeable for cash and are not payable out; and a discount granted for one Cycle does not carry over automatically to subsequent Cycles. 7. The Seller may apply safeguards against the abuse of offers. Where abuse is reasonably suspected – in particular the creation of multiple Accounts in order to use the Starter Pack repeatedly – the Seller may refuse the discount, cancel the order or suspend the Account, informing the Customer of the reason and allowing them to respond to its findings. 8. Discount codes granted under earlier Veli campaigns, including the “Veli First Tasters” campaign, are honoured on the terms set out in the rules of those campaigns. 9. Complaints concerning offers and discounts are considered within 14 days of receipt, on the terms set out in §11(5).

§14. The Seller's liability

1. The Seller is liable for loss or damage that is a foreseeable consequence of its breach of the contract or its failure to exercise due care. 2. The Seller does not in any way exclude or limit its liability where it would be unlawful to do so. This applies in particular to liability for death or personal injury caused by negligence, for damage caused intentionally, for damage caused by a dangerous product, and for breach of consumer rights relating to conformity of the Product with the contract. 3. The Products are intended for domestic and private use. If the Customer uses the Products for any commercial or business purpose, or for resale, the Seller is not liable to them for loss of profit, loss of business, business interruption or loss of business opportunity.

§15. The nature of our feeding recommendations

1. Recommendations as to Portion size, recipe selection, Pack size and Delivery frequency generated by the Configurator are informational only and are based on the data provided by the Customer. It is for the Customer to monitor their dog's condition and body weight and to keep the data on the Account up to date. Whenever a diet is changed, we recommend introducing the new food gradually and consulting a veterinary surgeon. 2. The first Pack is of a fixed size independent of the dog's requirements, so for dogs with high requirements the food may run out shortly before the next delivery. The Seller recommends gradually mixing Veli food with the dog's existing food during the first week of feeding – this is standard advice when changing a diet and at the same time covers any difference. Information about the expected coverage of requirements is presented in the Shop. 3. Information published in the Shop, in marketing materials and provided by customer service does not constitute veterinary advice, a diagnosis or a treatment recommendation and does not replace consultation with a veterinary surgeon. If a dog is ill, pregnant, nursing or taking medication, a veterinary surgeon should be consulted before changing its diet. 4. Orders may be heavy – Packs containing a larger number of cans may exceed 20 kg. Please take care when receiving and moving a delivery. 5. The Seller makes every effort to ensure the Configurator works correctly but does not guarantee that it will be free of errors. If a recommendation appears incorrect, please contact us before placing an order.

§16. Customer reviews

1. The Seller may invite Customers to leave a review of the Products or of the Shop. The invitation is sent as an individual link tied to a specific order, which means that only the person who placed that order can leave a review. 2. The Seller does not commission or publish false reviews and does not distort reviews in order to promote the Products. If reviews are published in the Shop, the Seller will clearly mark those whose origin from a purchaser of the Product has been confirmed, and will publish both positive and negative reviews. 3. By publishing a review or submitting materials, including photographs of their dog, the Customer grants the Seller a free, non-exclusive licence to use them in the Shop and in Veli marketing materials. 4. The Seller may remove a review or material that infringes the law, the rights of third parties or good practice, informing the Customer of the removal and of the possibility of appealing against that decision.

§17. Newsletter

1. The Newsletter is a service provided by electronic means, consisting in the periodic delivery to the e-mail address provided of messages containing information about Products, services and promotions, and educational content on dog nutrition. The service is provided free of charge and for an indefinite period. 2. The Newsletter agreement is concluded once the sign-up is confirmed – after completing the form in the Shop, accepting these Terms and Conditions and consenting to receive commercial information. 3. The Newsletter is separate from messages necessary to perform the contract – in particular order confirmations, notifications of an upcoming charge, delivery status notifications and payment-related messages. Unsubscribing from the Newsletter does not switch those messages off. 4. The Newsletter may be cancelled at any time, without giving a reason and free of charge – by clicking the unsubscribe link in the footer of any message, changing the settings on the Logged-in pages, or writing to hello@velipet.com. Cancellation takes effect without delay and no later than within 72 hours. 5. The Customer has the right to withdraw from the Newsletter agreement within 14 days of its conclusion, without giving a reason and free of charge. The Seller may terminate that agreement on 14 days' notice, in particular where it ceases to provide the service. 6. Complaints concerning the Newsletter may be submitted to hello@velipet.com and are considered within 14 days of receipt.

§18. Personal data and cookies

1. The controller of Customers' personal data is the Seller. The rules for processing personal data – including the purposes, legal bases, retention periods, categories of recipients and the rights available to the Customer – are set out in the Privacy Policy available in the Shop. 2. In order to perform the contract the Seller transfers data to processors, in particular payment providers, courier companies and parcel locker operators, the logistics operator running the warehouse, invoicing system providers and providers of IT and e-mail infrastructure. 3. The rules for using cookies and related technologies, including browser local storage, are set out in the Cookie Policy available in the Shop.

§19. Out-of-court dispute resolution and final provisions

1. A Consumer may use out-of-court complaint handling and redress procedures, in particular: mediation conducted by the provincial inspectorates of the Trade Inspection; assistance from the district (municipal) consumer ombudsman or from a social organisation whose statutory tasks include consumer protection; and the permanent consumer arbitration courts attached to the provincial inspectorates of the Trade Inspection. Information about the available procedures can be found on the website of the Office of Competition and Consumer Protection: https://www.uokik.gov.pl. 2. When using the Shop the Customer undertakes in particular: not to breach the law; not to take actions that disrupt the operation of the Shop or compromise its security; not to impersonate other persons; not to provide third parties' personal data without their consent; and not to use the content of the Shop for commercial purposes without the Seller's consent. 3. All rights to the Shop, its content, trade marks – including the Veli™ and EntoPro™ signs – and graphic materials belong to the Seller or its licensors. The Customer may print a single copy of the Shop's content for their own use; they may not modify the materials or use them commercially without the Seller's consent. 4. The Seller may transfer its rights and obligations under the contract to another entity, informing the Customer and ensuring that the transfer does not affect the Customer's rights. The Customer may transfer their rights or obligations only with the Seller's written consent; this does not apply to rights arising from a lack of conformity of the Product with the contract. 5. If a court or competent authority finds any provision of these Terms and Conditions to be invalid or unlawful, the remaining provisions remain in force. Any delay by the Seller in enforcing its rights does not constitute a waiver of those rights for the future. 6. Matters not governed by these Terms and Conditions are subject to Polish law, in particular the Act of 23 April 1964 – the Civil Code, the Act of 30 May 2014 on consumer rights, the Act of 18 July 2002 on the provision of services by electronic means, and the Act of 9 May 2014 on informing about the prices of goods and services. The choice of Polish law does not deprive the Consumer of the protection afforded by the mandatory provisions of the law of their country of habitual residence.

Annex 1: Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract; its use is not mandatory) To: Proteine Resources Sp. z o.o., ul. Jesionowa 11, Masłomiąca, 32-091 Michałowice, Poland, e-mail: hello@velipet.com I/We hereby give notice that I/we withdraw from the contract of sale of the following goods: ……………………… Date of conclusion of the contract / receipt: ……………………… Order number: ……………………… Name of consumer(s): ……………………… Address of consumer(s): ……………………… Date: ……………………… Signature (only if this form is sent on paper): ………………………

Last updated: August 3, 2026