Effective from: 1 January 2026

1. Definitions

Service -- the MaxAnimals Go online platform available at maxanimals.pl and as a mobile application. Seller -- MaxAnimals Sp. z o.o., registered in Warsaw, ul. Przykladowa 10, 00-001 Warsaw, Poland, NIP: 1234567890, REGON: 123456789. Customer -- a natural person, legal entity or organisational unit using the Service. Account -- the Customer's individual profile in the Service, secured by login credentials. Product -- goods offered for sale through the Service. Order -- the Customer's declaration of intent to conclude a sales contract.

2. General Provisions

These Terms govern the use of the Service, placing orders, delivery, payments and complaints. By using the Service you accept these Terms. The Seller reserves the right to amend these Terms with 14 days' prior notice. The Service is available 24/7, except during maintenance windows.

3. Account and Registration

Registration is voluntary and free of charge. The Customer undertakes to provide accurate personal data. The Customer is responsible for keeping login credentials confidential. An Account may be deleted at the Customer's request or in case of a breach of these Terms.

4. Placing Orders

Orders may be placed through the Service 24 hours a day, 7 days a week. Placing an order constitutes an offer to conclude a sales contract. Confirmation of the order constitutes acceptance of the offer. The Seller reserves the right to refuse to fulfil an order in justified cases.

5. Payments

Prices shown in the Service are gross prices (inclusive of VAT) expressed in Polish zloty (PLN). Available payment methods: credit/debit card (Visa, Mastercard), BLIK, Przelewy24 and cash on delivery. Electronic payments are processed by Stripe Payments Europe Ltd. Order processing begins once payment has been received.

6. Delivery

Delivery is available within the Republic of Poland. Available carriers: InPost (parcel lockers and courier), DPD, DHL, Poczta Polska. Delivery time is 1 to 5 business days from dispatch. Shipping costs are displayed before order finalisation. Free delivery for orders above 149 PLN.

7. Right of Withdrawal

Consumer Customers may withdraw from the contract without giving a reason within 30 days of receiving the parcel (statutory 14 days extended by 16 days). The Product should be returned promptly, no later than 14 days from withdrawal. Return shipping costs are borne by the Customer unless the Product is defective. Refund will be issued within 14 days of receiving the returned Product. Opened pet food packaging cannot be returned for sanitary reasons.

8. Complaints and Warranty

The Seller is liable for physical and legal defects of the Product under the Civil Code (statutory warranty). Complaints may be submitted via the contact form, by e-mail or in writing. Complaints will be processed within 14 days of receipt. The Seller does not provide a manufacturer's warranty unless the producer states otherwise.

9. Liability

The Seller is not liable for Service downtime caused by technical reasons. Product information (descriptions, images) is for informational purposes only and does not constitute veterinary advice. In case of doubt about feeding your pet, please consult a veterinarian.

10. Personal Data Protection

Personal data processing is governed by our Privacy Policy available at /privacy. Data controller: MaxAnimals Sp. z o.o. Data is processed in accordance with Regulation (EU) 2016/679 (GDPR).

11. Amendments

The Seller reserves the right to amend these Terms. Customers will be notified at least 14 days before changes take effect. Orders placed before changes take effect will be fulfilled under the previous Terms.

12. Contact

MaxAnimals Sp. z o.o. ul. Przykladowa 10, 00-001 Warsaw, Poland E-mail: kontakt@maxanimals.pl Phone: +48 22 123 45 67 Support hours: Monday--Friday, 9:00--17:00 CET