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1. General Provisions and Legal Framework 2. Commitment to Safety and Quality 3. Customer Support and Reimbursement Assistance  4. Limitations of Liability   5. Complaints and Dispute Resolution   6. Final Provisions  

1. General Provisions and Legal Framework

1.1. This Policy is issued by Pawsport to Purradise B.V., a private limited liability company (besloten vennootschap) incorporated under the laws of the Netherlands, having its statutory seat in Amsterdam and registered with the Kamer van Koophandel (Dutch Chamber of Commerce), hereinafter referred to as “the Company.”

1.2. This Policy shall be governed by and construed in accordance with the laws of the Netherlands. Any disputes arising from or relating to this Policy shall fall under the exclusive jurisdiction of the competent civil court in Amsterdam, the Netherlands.

1.3. This Policy does not constitute an insurance contract within the meaning of the Dutch Financial Supervision Act (Wet op het financieel toezicht – Wft), and the Company is not a licensed insurer as defined by Dutch financial law. Instead, this Policy is an assurance framework intended to guarantee quality, transparency, and reasonable support in case of defect or failure of third-party or company-provided goods and services.

1.4. This Policy applies to all Products and Services sold, marketed, or facilitated by the Company, including:

  • Pet toys, accessories, food, and health supplies
  • Pet grooming, walking, and sitting services
  • Booking or referral services for veterinary, behavioral, and training professionals
  • Any other pet-related goods or services provided directly or through trusted partners

1.5. By purchasing or engaging with any of the Company’s Products or Services, the customer (hereinafter referred to as “the Customer”) confirms acceptance of the terms of this Policy.

2. Commitment to Safety and Quality

2.1. The Company ensures, to the best of its ability, that all Products and Services provided are:

  • Sourced from reputable manufacturers or partners
  • Compliant with applicable Dutch and EU standards, including those set by the NVWA (Nederlandse Voedsel- en Warenautoriteit) and CE safety marking where required
  • Reviewed periodically for safety and effectiveness
  • Used in accordance with the manufacturer’s or provider’s instructions

2.2. The Company guarantees that it will not knowingly distribute or recommend products or services that pose an immediate or known danger to animal health or wellbeing.

2.3. In the event of a product recall or public safety notice, the Company will act swiftly to:

  • Notify affected customers
  • Cease distribution
  • Offer assistance in returning or replacing affected items where applicable

3. Customer Support and Reimbursement Assistance 

3.1. If a Customer believes that harm, injury, or loss has occurred due to a defective Product or Service, the Company shall:

  • Investigate the claim in good faith
  • Assist the Customer in filing a warranty or reimbursement claim with the manufacturer, distributor, or service provider
  • Provide documentation, contact information, or written support for any formal process the Customer may pursue

3.2. Reimbursement for damages, injuries, or veterinary costs lies solely with the original product manufacturer or third-party provider unless the defect is proven to have arisen from gross negligence or unlawful action by the Company.

3.3. Where possible, the Company may, at its sole discretion and without legal obligation, offer goodwill refunds, discounts, or store credit in minor cases.

4. Limitations of Liability  

4.1. The Company shall not be held liable for:

  • Improper use of Products or Services by the Customer or third parties
  • Allergic or adverse reactions where adequate warnings were provided
  • Injuries or fatalities resulting from misuse, negligence, or supervision failure
  • Damage or harm caused by third-party providers or delivery carriers

4.2. To the extent permitted by Dutch law, the total liability of the Company for direct damages shall in no case exceed the amount paid by the Customer for the specific Product or Service involved in the incident.

4.3. Under no circumstances shall the Company be liable for indirect, consequential, or punitive damages, including but not limited to loss of companionship, emotional distress, or loss of future earnings from breeding or competition.

5. Complaints and Dispute Resolution  

5.1. Customers who wish to raise complaints or disputes should submit them in writing to:

Pawsport to Purradise B.V.
John M. Keynesplein 1
Amsterdam, Netherlands
1066 EP
Email: Staff@PawsportToPurradise.com

5.2. The Company aims to respond to all complaints within fourteen (14) calendar days.

5.3. If a resolution cannot be achieved, the Customer may refer the matter to the Geschillencommissie (Dutch Disputes Committee) if applicable, or file a civil claim with the competent court in Amsterdam.

6. Final Provisions  

6.1. This Policy may be updated or amended from time to time. Changes will be published on the Company website and apply to all transactions after the effective date.

6.2. In the event any clause of this Policy is found invalid under applicable law, such invalidity shall not affect the remaining provisions, which shall remain in full force and effect.

6.3. The headings in this Policy are for convenience only and do not affect its interpretation.