Terms of service

Terms of Service

Last updated: 22 September 2026

These Terms of Service govern your use of the PetNook™ online store and any purchases made through our website.

By accessing or using our website, you agree to these Terms of Service. If you do not agree with these terms, please do not use our website.

PetNook™ is operated by PetNook, based in South Africa.

Business address: 499 View Street
Contact: Please use our Contact Us page for enquiries.

These Terms of Service are intended to operate alongside, and do not limit, any rights you may have under applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

1. Use of Our Website

You may use the PetNook™ website for lawful purposes only.

You agree not to:

  • Use the website for any unlawful or fraudulent purpose.

  • Attempt to gain unauthorised access to our website, systems or accounts.

  • Interfere with the operation or security of the website.

  • Copy, reproduce or commercially exploit our content without permission.

  • Provide false, misleading or fraudulent information when placing an order.

We reserve the right to restrict or terminate access to the website where reasonably necessary to protect our business, customers, website or systems, subject to applicable law.

2. Products and Product Information

We make reasonable efforts to ensure that product descriptions, images, prices, specifications and other information displayed on our website are accurate and up to date.

However, product images may vary slightly from the actual product due to photography, lighting, display settings or manufacturing variations.

We reserve the right to correct errors, inaccuracies or omissions and to update product information where necessary.

Nothing in this section limits any rights you may have under applicable consumer law.

3. Product Availability

All products are subject to availability.

If a product becomes unavailable after you have placed an order, we will contact you and, where applicable, provide an appropriate remedy in accordance with South African law.

We may limit the quantity of products that a customer may purchase where reasonably necessary, including where there is suspected fraud, abuse of promotions or unusually high demand.

4. Prices

All prices displayed on the PetNook™ website are stated in South African Rand (ZAR) unless otherwise indicated.

The applicable price is the price displayed at the time the order is placed.

Prices may change from time to time, but a price change will not affect an order that has already been accepted, except where permitted by applicable law.

Shipping charges, where applicable, will be displayed before you complete your purchase.

5. Orders

When you place an order through our website, you are making an offer to purchase the selected products.

An order confirmation may be sent to the email address provided during checkout.

An order is subject to product availability, successful payment and any other applicable requirements.

We reserve the right to decline or cancel an order where reasonably necessary, including where:

  • A product is unavailable.

  • There is an obvious pricing or product description error.

  • We reasonably suspect fraudulent or unauthorised activity.

  • A technical error has affected the order.

  • The order cannot reasonably be fulfilled.

If we cancel an order after payment has been received, we will provide an appropriate refund in accordance with applicable law.

6. Payment

Payments are processed through the payment methods made available at checkout.

PetNook™ does not directly store your full payment card details.

You are responsible for providing accurate payment and billing information and for ensuring that you are authorised to use the selected payment method.

If a payment is declined or reversed, we may be unable to process or fulfil the order until valid payment has been received.

7. Shipping and Delivery

PetNook™ currently delivers within South Africa.

Our standard shipping charge is:

R89.00

Orders of R1,000 or more qualify for free standard shipping.

Our standard estimated delivery time is:

10-15 business days

Delivery times are estimates and may vary due to circumstances outside our reasonable control, including courier delays, public holidays, severe weather, address issues, unforeseen operational disruptions or other circumstances affecting delivery.

We will make reasonable efforts to assist with delivery issues and provide tracking information where available.

Customers are responsible for providing an accurate and complete delivery address.

8. Risk and Delivery

We will take reasonable steps to ensure that orders are properly packaged and handed to the relevant delivery provider.

Where applicable, consumer rights relating to delivery, risk and ownership will apply in accordance with South African law.

Nothing in these Terms of Service is intended to exclude or limit any right that cannot lawfully be excluded.

9. Returns and Refunds

Returns and refunds are governed by our Returns & Refunds Policy, which forms part of these Terms of Service.

PetNook™ offers a voluntary 30-day money-back guarantee, subject to the conditions set out in our Returns & Refunds Policy.

Nothing in our Returns & Refunds Policy or these Terms of Service limits any statutory rights you may have under South African law.

Where applicable, the Consumer Protection Act provides consumers with rights relating to defective, unsafe or unsuitable goods, including statutory remedies that cannot be excluded by agreement.

10. Electronic Transactions

PetNook™ conducts sales electronically and operates in accordance with applicable provisions of the Electronic Communications and Transactions Act 25 of 2002.

Where applicable, customers may have statutory rights relating to electronic transactions, including cooling-off rights provided by law.

Nothing in these Terms of Service is intended to exclude or limit a statutory right that cannot legally be excluded.

11. Promotions and Discounts

From time to time, PetNook™ may offer promotional pricing, bundle discounts, discount codes, free shipping or other special offers.

Unless otherwise stated:

  • Promotions are subject to availability.

  • Promotional offers cannot necessarily be combined with other offers.

  • Each promotion may have its own terms and conditions.

  • We reserve the right to correct obvious errors in promotional pricing or discount information.

  • Promotions may be withdrawn or changed where reasonably necessary, subject to applicable law.

Where a promotional offer has already been validly accepted by a customer, we will honour the applicable offer subject to its terms and applicable law.

12. Intellectual Property

All content on the PetNook™ website, including but not limited to:

  • The PetNook™ name and branding

  • Logos

  • Product descriptions

  • Photographs

  • Graphics

  • Website design

  • Text

  • Videos

  • Other original materials

is owned by or licensed to PetNook™ and is protected by applicable intellectual property laws.

You may not reproduce, copy, modify, distribute, sell or commercially exploit our content without our prior written permission, except where permitted by law.

13. User Content and Reviews

If you submit a review, photograph, comment or other content to PetNook™, you must ensure that the content is truthful, lawful and does not infringe another person's rights.

You must not submit content that:

  • Is fraudulent or misleading.

  • Contains unlawful, abusive or defamatory material.

  • Infringes intellectual property or privacy rights.

  • Contains malicious software or harmful material.

  • Pretends to be another person.

By submitting content to us, you grant PetNook™ permission to use, reproduce and display that content for legitimate business and marketing purposes, subject to applicable law.

You remain responsible for the content you submit.

14. Privacy and Personal Information

PetNook™ collects and processes personal information in connection with website visits, customer accounts, orders, payments, deliveries, customer service and marketing.

Personal information will be handled in accordance with our Privacy Policy and applicable South African data-protection law, including the Protection of Personal Information Act 4 of 2013 (POPIA).

The Information Regulator is responsible for monitoring and enforcing POPIA compliance in South Africa.

Please review our Privacy Policy for information about how we collect, use, store and protect personal information.

15. Third-Party Services

Our website may use third-party service providers to provide services such as:

  • Payment processing

  • Website hosting

  • Delivery and courier services

  • Email communications

  • Marketing

  • Analytics

  • Fraud prevention

  • Customer support

These third parties may process information as necessary to provide their services.

PetNook™ is not responsible for the independent acts, omissions or policies of third-party providers, except where responsibility cannot lawfully be excluded.

16. Website Availability and Security

We make reasonable efforts to keep our website available and secure.

However, we cannot guarantee that the website will always be available, uninterrupted or free from errors, viruses or other harmful components.

We may temporarily suspend or modify the website for maintenance, security, updates or other operational reasons.

17. Limitation of Liability

Nothing in these Terms of Service excludes or limits any liability or consumer right that cannot legally be excluded or limited under South African law.

Subject to the above, PetNook™ will not be responsible for losses arising from circumstances outside our reasonable control, including third-party service interruptions, courier delays, internet failures or events beyond our reasonable control.

Nothing in these Terms of Service limits any statutory rights or remedies available to consumers under applicable law.

18. Indemnity

To the extent permitted by law, you agree to be responsible for losses or claims arising from your unlawful use of the website, fraudulent activity, or violation of these Terms of Service.

This section does not apply to the extent that it would unlawfully exclude or limit rights or remedies available to you under applicable South African law.

19. Changes to These Terms

We may update these Terms of Service from time to time to reflect changes to our business, products, website or legal requirements.

The updated version will be published on this website with a revised “Last updated” date.

Your continued use of the website after an update constitutes acceptance of the updated terms to the extent permitted by law.

20. Governing Law

These Terms of Service are governed by the laws of the Republic of South Africa.

Any dispute will be subject to the applicable laws and jurisdiction of South Africa, subject to any mandatory consumer rights or dispute-resolution mechanisms that may apply.

21. Consumer Rights

Nothing in these Terms of Service is intended to:

  • Exclude or restrict a consumer's rights under the Consumer Protection Act.

  • Exclude or restrict a consumer's rights under the Electronic Communications and Transactions Act.

  • Exclude or restrict rights under POPIA or other applicable legislation.

  • Waive a statutory warranty or remedy.

  • Require a consumer to waive a right that cannot legally be waived.

  • Impose a term that is unfair, unreasonable or unjust.

If any provision of these Terms of Service conflicts with a mandatory provision of South African law, the applicable law will prevail.

22. Contact Us

If you have any questions about these Terms of Service, your order, our products or our policies, please contact us through the Contact Us page on the PetNook™ website.

PetNook™
South Africa