TERMS
PETSONA Terms
Thank you for visiting our website (www.petsona.com). This website is owned and operated by Petsona Limited.

By accessing and/or using this website and related services, you agree to these Terms and Conditions, which include our Privacy Policy. You should review our Privacy Policy and these Terms and Conditions carefully and immediately cease using our website if you do not agree to these Terms.

In these Terms, ‘us’, ‘we’ and ‘our’ means Petsona Limited.

You may contact us at any time by writing to us at info@petsona.com.
Account membership & communication
By registering your details on our website, you become a registered member. You must be a registered member to subscribe to our services and access certain features of our website.

When you register and activate your account, you will provide us with personal information such as your name, email address and telephone number. You must ensure that this information is accurate and current. We will handle all personal information we collect in accordance with our Privacy Policy.

When you register and activate your account, we will provide you with a username and password (or you may choose your own username and password). You are responsible for keeping this user name and password secure and are responsible for all use and activity carried out under this user name.
Accuracy, completeness and timeliness of information
The information on our website is not comprehensive and is intended to provide a summary of the subject matter covered. While we use all reasonable attempts to ensure the accuracy and completeness of the information on our website, to the extent permitted by law, we make no warranty regarding the information on this website. You should monitor any changes to the information contained on this website.

We are not liable to you or anyone else if interference with or damage to your computer systems occurs in connection with the use of this website or a linked website. You must take your own precautions to ensure that whatever you select for your use from our website is free of viruses or anything else (such as worms or Trojan horses) that may interfere with or damage the operations of your computer systems.

We may, from time to time and without notice, change or add to the website (including these Terms and Conditions) or the information, products or services described in it. However, we do not undertake to keep the website updated. We are not liable to you or anyone else if errors occur in the information on the website or if that information is not up-to-date.
Subscription
Our subscription can only be purchased on our website. You must be a registered member to subscribe to our service.

We offer different subscription packages on our website, with tailored food amounts, pricing and shipping schedules. We have the right to change prices and subscription packages at any time.

Our subscription packages are our recommendations for your pet, based on the pet information you provided. Your subscription is your personal subscription and not transferable, and cannot be re-sold.

Once your subscription is placed, you will receive an electronic confirmation from us.

You must pay for your subscription with either a credit or debit card. We may change the accepted payment methods at any time.

You acknowledge that your subscription has an ongoing payment, which can be paused or cancelled from your account login, or by contacting us on info@petsona.com.
Deliveries and Returns
Products ordered from us can be delivered to the addresses we are able to ship to within Hong Kong and may change from time to time. Our deliveries exclude PO boxes at this time.

Products may be delivered by third-party couriers. We reserve the right to not deliver to all locations and will tell you if we can deliver to your address on our website.

Delivery dates for your first box are visible on our checkout screen and can be modified by you before your initial purchase. Future deliveries run on a regular frequency and are visible to you within your customer account. This includes the costs of your future boxes and your delivery dates and times.

You acknowledge and agree you will not hold us responsible for any delivery delays that are outside of our control.

Any missing deliveries should be reported to our Customer Care team by emailing us on info@petsona.com.

You acknowledge that the products are perishable and once delivered you must take all the necessary steps to ensure the products are stored according to our recommendations and we are not liable for any products that spoil due to poor storage once they have been delivered.

We take customer satisfaction and care incredibly seriously and want to ensure you have the best experience when receiving products from us. If you are dissatisfied at any time, please email our Customer Care team at info@petsona.com. We reserve the right to not refund, credit, or discount your account if we believe the product was sent to you in a suitable condition and it was as specified as per the order you made with us. Due to the nature of the product and its perishability, we do not accept returns.
Cancellation
You can cancel your subscription at any time by logging into your customer account.

Your credit card will be charged a few days before your box is prepared and delivered to you, with the exception of your first delivery, in which case you are charged at the time of purchase. You can find your exact delivery date within your customer account.

If you cancel your subscription, you will not be eligible for a pro-rated refund based on the unused days of your subscription.

If you wish to make changes to your subscription before your next delivery, you must do so before the cut-off date indicated within your customer account, and before your account is charged.
Account closure or disqualification for any promotions, competitions or offers
Petsona reserves the right to put any user accounts on hold, prevent any outgoing deliveries, and remove/change unique customer codes or otherwise disqualify a customer from participating in any current or future promotions (at our sole discretion) where we detect ‘gaming’ or abuse of any of our promotions or offers or if we reasonably suspect that you take any of the following actions:
a. open multiple accounts, including with different e-mail addresses, in order to generate additional referral credits;

b. refer customers to us using spam, displaying your code or link online, sponsored links, unsolicited e-mails, automated systems or bots, scripts or automatic dealers or links on message boards or forums;

c. use false names, refer yourself, impersonate other people, or otherwise provide false or misleading information to us;

d. offer incentives beyond those offered to you to a referral;

e. violate the Petsona Terms or any of the Additional Petsona Terms;

f. use the Petsona brand in connection with disparaging or defamatory content, content that promotes racism, bigotry, hatred, discrimination or physical harm against any group or individual, offensive, abusive, intimidating or harassing content, content that is sexually explicit, obscene and/or contains nudity, any political and/or religious statement, any content creating images or references to illegal drugs, alcohol, tobacco, weapons or firearms or content that violate someone else’s privacy;

g. sell or otherwise attempt to transfer your referral link or code;

h. violate or infringe the rights of any third party; or

i. pay to advertise your link or code or any promotion, offer or referral scheme of Petsona, including via Google and on social media platforms.
Intellectual property rights
Unless otherwise indicated, we own or license from third parties all rights, title and interest (including copyright, designs, patents, trademarks and other intellectual property rights) in this website and in all of the material (including all text, graphics, logos, audio and software) made available on this website (“Content”).

Your use of this website and use of and access to any Content does not grant or transfer any rights, title or interest to you in relation to this website or the Content. However we do grant you a licence to access the website and view the Content on the terms and conditions set out in this Agreement and, where applicable, as expressly authorised by us and/or our third party licensors.

Any reproduction or redistribution of this website or the Content is prohibited and may result in civil and criminal penalties. In addition, you must not copy the Content to any other server, location or support for publication, reproduction or distribution is expressly prohibited.
All other use, copying or reproduction of this website, the Content or any part of it is prohibited, except to the extent permitted by law.
No commercial use
This website is for your personal, non-commercial use only. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, or sell any Content, software, products or services contained within this website. You may not use this website, or any of its Content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own website.
Unacceptable activity
You must not do any act that we would deem to be inappropriate, is unlawful or is prohibited by any laws applicable to our website, including but not limited to:
a. Any act that would constitute a breach of either the privacy (including uploading private or personal information without an individual’s consent) or any other of the legal rights of individuals;

d. Using this website to defame or libel us, our employees or other individuals;

c. Uploading files that contain viruses that may cause damage to our property or the property of other individuals;

d. Posting or transmitting to this website any non-authorised material including, but not limited to, material that is, in our opinion, likely to cause annoyance, or which is defamatory, racist, obscene, threatening, pornographic or otherwise or which is detrimental to or in violation of our systems or a third party’s systems or network security.

If we allow you to post any information to our website, we have the right to take down this information at our sole discretion and without notice.
Liability
To the maximum extent permitted by law, in no event shall we be liable for any direct and indirect loss, damage or expense – irrespective of the manner in which it occurs – which may be suffered due to your use of our website and/or the information or materials contained on it, or as a result of the inaccessibility of this website and/or the fact that certain information or materials contained on it are incorrect, incomplete or not up-to-date.
Jurisdiction and governing law
Your use of the website and these Terms and Conditions are governed by the laws of Hong Kong and you submit to the non-exclusive jurisdiction of the courts exercising jurisdiction in Hong Kong.

In Hong Kong, our goods and services come with guarantees that cannot be excluded under the Hong Kong consumer law. nothing in these terms and conditions purports to modify or exclude the conditions, warranties and undertakings, and other legal rights, under Hong Kong law. Any and all other warranties or conditions, whether express or implied, which are not guaranteed by Hong Kong law are expressly excluded where permitted, including liability for incidental or consequential damages caused by breach of any express or implied warranty or condition.
Last Updated: 15 Jan 2025