Terms of service
petTracer — Terms of Service
We are petTracer AG, a company registered in Switzerland, trading as "petTracer."
Please read these terms carefully. They apply to your use of our website, pettracer.com ("Website"), any purchases you make via our Website, and any products you seek to return. These terms ("Terms") tell you who we are, how we provide products to you, how the contract may change, what to do if there is a problem, and other important information. If you have any questions, contact us at hello@pettracer.com.
1. General
1.1 For the purpose of these Terms: (i) "We", "us" or "our" refers to petTracer AG. (ii) "You" or "your" refers to the person using our Website to buy Products from us. (iii) "Product" or "Products" refers to any petTracer hardware, including the collar, HomeStation, or accessories. (iv) "Services" refers to use of the petTracer portal or app. (v) "Membership" refers to your subscription to the Services.
1.2 By accessing our Website or purchasing Products, you agree to be legally bound by these Terms and any documents referred to here. Our Privacy Policy, Shipping Policy, Refund Policy, and the information in our post-order correspondence with you all form part of the contract between us.
1.3 You may only buy Products from our Website for non-business reasons. If you want to buy for business use, contact us to discuss Business to Business terms.
1.4 If we need to contact you, we will do so in writing to the email or postal address you provided when ordering.
1.5 Headings in these Terms are for convenience only and do not affect their interpretation.
2. Membership and Payment Plans
2.1 To use petTracer, you must have a valid Membership.
2.2 If you purchased the hardware outright, you may purchase a Membership separately once you've received it. If you chose one of our Payment Plans (12 or 24 months), Membership is included.
2.3 If you selected a Payment Plan, you agree to stay with us for the Minimum Term stated with that plan (12 or 24 months). The minimum price for the Services under this agreement is the total of the Minimum Term's payments plus any amount paid upfront for the hardware.
2.4 The hardware will only be dispatched once your Payment Plan has been activated successfully.
2.5 All prices include any applicable VAT.
3. Ordering
3.1 Please check your order carefully before submitting. You may review and amend your details before the contract is concluded.
3.2 On completing checkout, you'll receive an email acknowledgement. This does not amount to our acceptance of your order.
3.3 We may decline your order, including where: the Product is unavailable, we cannot verify payment, we're not permitted to sell to you, there's an unusually large order, or there's been a pricing or description error.
3.4 We reserve the right to refuse to sell to anyone, and won't do so without good reason. If we do, we'll notify you within a reasonable time and won't charge you.
3.5 We need accurate contact and delivery information from you to fulfil your order. We're not responsible for delays caused by incomplete or incorrect information you've provided.
3.6 A binding contract exists once we've received payment. We'll dispatch to your stated address, subject to our fraud checks, and provide an order number.
4. Payment
4.1 We accept major credit and debit cards, and other payment methods shown at checkout.
4.2 We use encrypted, secure payment processing. We're not liable for loss from unauthorised third-party access to your payment information, absent negligence on our part.
4.3 Your card is charged when payment is approved.
4.4 If we can't supply a Product you've paid for, we'll refund you within 14 days of receiving payment.
4.5 Prices are shown in the currency of your market and include applicable taxes.
4.6 If a Product is priced incorrectly and the correct price is higher, we'll contact you for instructions before accepting your order. If an obvious pricing error is processed in error, we may cancel the order and refund you.
5. Discount Codes
5.1 Discount codes are offered at our discretion and may be withdrawn or refused.
5.2 Only one discount applies per order (a Product bundle counts as one). A code won't apply once an order is placed and paid, or after its expiry date.
5.3 Discount codes are not transferable or redeemable for cash.
6. Delivery
Delivery times, costs, and international customs information are set out in our Shipping Policy. Nothing in this section limits your statutory rights.
6.1 We reserve the right to use a courier of our choice.
6.2 If something outside our reasonable control delays delivery, we'll notify you of a revised estimate as soon as possible and take reasonable steps to minimise the delay. This doesn't affect your legal right to cancel.
6.3 We accept no liability for consequential losses related to waiting for a delivery.
7. Changes to the Contract
7.1 If you want to change your order, contact us — we'll let you know if it's possible and any resulting changes to price or timing.
7.2 We may make minor changes to a Product to reflect legal or regulatory requirements.
7.3 If we need to make a significant change to a Product or these Terms, we'll notify you, and you may cancel and receive a refund for anything paid but not yet received.
8. Your 30-Day petTracer Risk-Free Trial
In addition to your statutory rights, we offer a 30-day risk-free trial from the date you receive your petTracer. During this period you may set up and use petTracer normally, including allowing your cat to wear the collar. If you decide petTracer is not right for you, notify us within 30 days of receiving your order and return the product to us. We will refund the amount paid for the petTracer hardware and the associated Membership purchased with that order.
Customers are responsible for the cost of returning the product.
9. Your Statutory Cancellation Rights
Where you are resident in the UK, you also have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, including the right to cancel qualifying online purchases within 14 days of receiving the goods. Consumers resident in the EU or Switzerland have equivalent rights under their own local consumer protection law. These statutory rights are not affected by, and do not stack with, our 30-day trial above.
To exercise a statutory cancellation right, notify us by email at hello@pettracer.com within the applicable period, including your name, order number, and the date you received your Product. We'll provide a return address; the Product must be sent back within a further 14 days of that notice.
Products returned under statutory cancellation rights (as distinct from the 30-day trial above) must remain in resellable condition; we may refuse or reduce a refund on a Product that shows signs of use or wear beyond what's needed to establish its nature and function, in line with applicable law.
10. Early Cancellation of Membership
10.1 If you cancel a 1 Year or 2 Year Membership paid in advance before the end of its term, the unused portion will be refunded on a pro-rata basis.
10.2 Where your purchase included a discount, promotional price, or other benefit on your petTracer hardware because you selected that Membership plan, the value of that discount will be deducted from any pro-rata refund due to you. Any remaining balance will then be refunded.
10.3 If you chose the Pay Monthly plan and cancel before the end of the 12-month minimum term, you will be charged the difference between the full price of the petTracer device and the reduced price you paid because you purchased it with a Membership plan. This amount is fixed and does not reduce over the term.
10.4 This clause does not apply where the complete petTracer order is returned under our 30-Day Risk-Free Trial (section 8).
10.5 To cancel, email support@pettracer.com. Membership renews automatically at the price and frequency stated at signup until cancelled; to avoid being charged for the next period, cancel at least 3 days before your renewal date.
11. Effects of Cancellation
11.1 Where you cancel under your statutory rights (section 9), we will refund all payments received in relation to the contract, without undue delay and no later than 14 days after we receive the returned Product, using your original payment method.
11.2 You are responsible for organising the return of the hardware and any associated costs, including customs charges on deliveries from outside the EU or Switzerland where applicable.
11.3 If you selected a Payment Plan, the hardware remains the property of petTracer until the Minimum Term (section 2.3) is complete.
11.4 If you default on payment, we may withdraw from the contract; the Minimum Term will still apply, and a compensation fee of 15% of the gross invoice may be charged. We may use debt collection agencies or assign the debt to a third party to recover amounts owed, which may involve sharing your name, address, and payment history for that purpose.
12. Nature of the Products
12.1 By law, Products supplied to you must be of satisfactory quality, fit for purpose, and match their description.
12.2 Products may vary slightly from their photographs, which are for illustrative purposes only.
13. Guarantee and Warranty
13.1 petTracer guarantees to replace any collar or HomeStation that shows a material defect within 2 years of the delivery date, subject to the conditions below.
13.2 This warranty does not cover normal wear and tear, expendable materials, or accessories (including batteries and the adjustment band), or defects caused by failure to follow operating instructions, unauthorised modification, or unauthorised opening of the device.
13.3 Warranty claims can be processed in the country where the item was originally purchased. Warranty rights belong to the original purchaser and are not transferable.
13.4 Nothing in this section affects your statutory rights.
14. Acceptable Use
14.1 To use the Services you need up-to-date technology (e.g. an active browser with JavaScript and cookies enabled) and an up-to-date petTracer app. Older or unsupported technology may limit or prevent use of the Services.
14.2 petTracer is designed specifically for tracking cats and should only be used for that purpose. You're responsible for complying with the laws of the country you use it in.
14.3 We may suspend or end the contract without a refund if you seriously breach this section, though you may still be liable for an early cancellation fee under section 10.
15. Liability
15.1 Use of our Products and Services is at your own risk. We're not responsible for the accuracy of location or tracking data, which may occasionally be inaccurate due to technical limitations.
15.2 We are not liable for indirect or consequential loss, including loss of profit, arising from slight negligence.
15.3 It's your responsibility to ensure the collar is properly fitted. We are not liable for injury or loss arising from misuse or incorrect fitting.
15.4 Nothing in these Terms excludes or limits liability that cannot be excluded under applicable law, including liability for death or personal injury caused by our negligence.
16. Website and Service Terms
16.1 We may refuse Service to anyone at any time, for any reason.
16.2 The material on this site is for general information only. We reserve the right to modify site content at any time.
16.3 Prices are subject to change without notice; this doesn't affect the price you already agreed to pay for an existing order.
16.4 Certain content may include material from third parties. We're not responsible for third-party websites or materials linked from our site.
16.5 If you submit ideas, suggestions, or other content to us, you agree we may use it without obligation to compensate or credit you, provided it doesn't infringe a third party's rights.
16.6 You may not use the site for any unlawful purpose, to transmit malicious code, to infringe intellectual property, or to harass or discriminate against others. A serious breach may result in immediate termination of your access.
16.7 Occasionally our site may contain typographical errors or outdated information. We reserve the right to correct these and to cancel an order affected by a pricing or description error.
17. Disclaimer and Indemnity
17.1 The Services are provided "as is" and "as available," without warranty that they will be uninterrupted or error-free.
17.2 To the extent permitted by law, we are not liable for indirect, incidental, or consequential damages arising from use of the Service, except as set out in section 15.4.
17.3 You agree to indemnify us against claims arising from your breach of these Terms or violation of a third party's rights.
18. Severability, Termination and Entire Agreement
18.1 If any part of these Terms is found unlawful or unenforceable, the rest remains in effect.
18.2 These Terms apply until terminated by you or us. We may terminate immediately if you materially breach them.
18.3 These Terms, together with our Privacy Policy, Shipping Policy, and Refund Policy, form the entire agreement between us and supersede any prior agreement on the same subject.
19. Third Party Rights
19.1 No one other than a party to this contract has any right to enforce its terms.
20. Intellectual Property
20.1 "petTracer" and the petTracer logo are registered trademarks of petTracer AG. Our Website may include third-party trademarks, which remain the property of their owners.
20.2 Copyright subsists in all petTracer web pages, including their images and text.
21. Data Protection
21.1 We only use your personal information as set out in our Privacy Policy.
22. Governing Law and Disputes
22.1 We aim to resolve any dispute with you quickly and fairly. Contact us first at support@pettracer.com.
22.2 These Terms are governed by the laws of Switzerland. Where you are resident in the UK or EU, you also benefit from the mandatory consumer protection laws of your own jurisdiction, which these Terms do not affect.
22.3 We reserve the right to update these Terms at any time by posting changes to this page. Continued use of the Website after a change constitutes acceptance of it.
23. Contact Information
Questions about these Terms should be sent to hello@pettracer.com.
Switzerland: petTracer AG Grundstrasse 10 6343 Rotkreuz/ZG Switzerland
Germany: petTracer AG per Adr. Logistik Wunder GmbH Industriegebiet, Ob der Gass 12 79540 Germany