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Velipet Online Shop Terms and Conditions

These Terms and Conditions set out the rules for using the velipet.com online shop and for concluding and performing contracts for the sale of Veli brand products, including one-off sales of packs and sales under the subscription model.

§1. General provisions

1. The online shop available at velipet.com (the “Shop”) is operated by the Seller. 2. The Seller and owner of the Shop is: Proteine Resources Sp. z o.o. ul. Jesionowa 11, Masłomiąca, 32-091 Michałowice (Małopolskie Voivodeship), Poland NIP (tax ID): 5130251192, REGON: 368033566 KRS: 0000690446, District Court for Kraków-Śródmieście in Kraków, 12th Commercial Division of the National Court Register Contact e-mail address: hello@velipet.com 3. These Terms and Conditions are continuously available on the Shop's website in a manner that allows them to be obtained, reproduced and stored. 4. Acceptance of these Terms and Conditions is a condition of placing an order. The Seller sells within the territory of the Republic of Poland.

§2. Definitions

• Customer: a natural person, legal person or organisational unit making purchases in the Shop. • Consumer: a Customer who is a natural person entering into a legal transaction not directly related to their business or professional activity. • Product: Veli brand wet dog food and other products offered in the Shop. • Pack: a set of Products composed by the Customer in the Configurator, forming the subject of a one-off contract of sale. • Subscription: a contract for the recurring delivery of Products with automatic renewal of orders at the selected frequency. • Billing Cycle (Cycle): a single Subscription period within which one order is fulfilled and one payment is taken. • Configurator: the Shop's tool (“Compose a pack”) used to select Products based on information about the dog and the Customer's preferences. • Account: the Customer's individual account in the Shop, allowing them to manage orders, data and the Subscription.

§3. Technical requirements and the Customer Account

1. Using the Shop requires: a device with Internet access, an up-to-date web browser and an active e-mail address. 2. The Account is created and operated on a passwordless basis: sign-in takes place via a one-time authentication link (“magic link”) sent to the Customer's e-mail address. The Customer must keep access to their e-mail inbox confidential. 3. Within the Account, the Customer may in particular view their order history, manage their data (including dog profiles and addresses) and manage their Subscription. 4. The Customer undertakes to provide true and up-to-date information and not to supply unlawful content.

§4. Products, prices and minimum Pack size

1. All prices in the Shop are given in Polish złoty (PLN) and are gross prices (inclusive of VAT). 2. Product prices are presented per unit (per can). The total order price includes the price of the Products and any delivery costs, and reflects any discounts granted. 3. For logistical reasons, the Configurator may specify a minimum Pack size (a minimum number of cans per order). If the selected configuration falls below the minimum, the Shop automatically tops the Pack up to the required size while preserving the proportions of the selected flavours. 4. Products purchased under the Subscription model may benefit from a more favourable unit price than one-off purchases. The price applicable to a given order is shown in the summary before the order is placed. 5. The price agreed for a given Subscription Cycle is fixed at the moment the Cycle is created. Subsequent price changes in the Shop do not affect orders already fulfilled or Cycles already created.

§5. Placing an order

1. The Customer completes their order in the Configurator by providing information about their dog (including breed, age, weight, activity level and any intolerances), and selecting flavours/recipes, the Pack size, the delivery method and invoicing preferences. 2. At the summary stage, the Customer chooses the purchase mode: a one-off pack (a single contract of sale with no automatic renewals) or a Subscription (a contract for the recurring delivery of Products, see §6 for details). 3. An order is placed once the Customer confirms the order with an obligation to pay and makes/authorises the payment. The contract is concluded at that moment. 4. The Seller confirms the conclusion of the contract and its terms by e-mail. 5. The Seller may refuse to fulfil an order in the event of Product unavailability, a pricing error or a reasonable suspicion of abuse. If a paid order cannot be fulfilled, the Seller shall promptly refund the payment received.

§6. Subscription

1. Under a Subscription, the Seller fulfils and delivers orders on a recurring basis at the frequency selected by the Customer. Before each successive Cycle, payment for that Cycle is taken, after which the delivery is carried out. 2. The Customer receives e-mail notifications about the upcoming renewal and the status of their Subscription. 3. At any time, via the Account, the Customer may independently: • change the composition of the subscription order (flavours/recipes, quantities, add-ons) and change the delivery frequency; • postpone the date of the next Cycle; • skip the next Cycle; • pause the Subscription at any time, for a chosen period or indefinitely, with the option to resume; once the chosen pause period ends, the Subscription may resume automatically; • cancel the Subscription. 4. Changes made by the Customer apply to future Cycles that have not yet been prepared for fulfilment. If the next Cycle has already been prepared, the change will take effect from the following Cycle. Modifications do not trigger pro-rata settlements within an ongoing Cycle. 5. Cancelling the Subscription ends it permanently: no further Cycles are fulfilled. Cancellation does not affect orders already paid for or fulfilled. 6. If a payment for a Cycle fails, the Seller may make further charge attempts and inform the Customer that their payment method needs updating. Fulfilment of the affected Cycle may be suspended until the outstanding amount is settled. The Customer can update their payment method from the Account. Pausing, resuming or editing the Subscription may be unavailable while an open failed-payment recovery process is in progress.

§7. Payments and invoices

1. The Shop provides online payment methods, in particular payment cards. For Subscriptions, methods supporting recurring payments are provided. 2. Payments are handled by external, licensed payment operators (such as Stripe or Tpay). The range of available methods and operators may change; the currently available methods are presented at the ordering stage. 3. The Seller does not store full payment card details: these are processed directly by the payment operator in accordance with payment industry security standards. 4. The Seller issues an appropriate sales document for every order. At the Customer's request, an invoice is issued: either a personal invoice (B2C) or an invoice made out to company details with a NIP (tax ID) number (B2B). Documents are issued and archived using an external invoicing system and, to the extent required by law, KSeF (Poland's National e-Invoicing System).

§8. Promotions, discounts and codes

1. The Seller may offer promotions and discounts, in particular in the form of: a percentage or fixed-amount discount, free delivery, first-order offers and discount codes. 2. The detailed terms of a given promotion (including its value, duration and any codes) are set out each time in the materials for that promotion presented in the Shop. These Terms and Conditions set out only the general rules for their application. 3. Unless the terms of a given promotion provide otherwise: • promotions and codes are one-off in nature and may be subject to a usage limit per Customer; • promotions cannot be combined: only one promotion may apply to a single order (except for benefits expressly marked as combinable, e.g. free delivery); • a discount code may have a specified expiry date; • discounts cannot be exchanged for a cash equivalent. 4. The Seller may apply safeguards against the abuse of offers (in particular first-order offers), including restricting repeated use of the same offer by the same device or Customer.

§9. Delivery

1. Products are delivered via courier companies and logistics operators cooperating with the Seller (for example the courier DHL and the logistics operator Omnipack). The range of providers may change. 2. The Customer selects the delivery method when placing the order. The delivery cost is determined according to the rules applicable to the given order and may include: free delivery above a specified basket value threshold, a flat delivery fee, or free delivery for subscription orders. The delivery cost is shown in the summary before the order is placed. 3. Order fulfilment takes up to 3 working days. 4. The Customer receives notifications about the fulfilment and delivery status of their order.

§10. Right of withdrawal (Consumers)

1. A Consumer, or a sole trader with consumer rights, who has concluded a distance contract may, as a rule, withdraw from it without giving any reason within 14 days by submitting an appropriate statement. The period runs from the day the goods are taken into possession (and, in the case of a Subscription, from taking possession of the first item). 2. Sending the statement before the deadline expires is sufficient to meet it. The statement may be made in any form, including by e-mail to hello@velipet.com. A model withdrawal form is provided at the end of these Terms and Conditions. 3. In the event of withdrawal, the contract is deemed not to have been concluded. The Seller refunds the payments received from the Consumer (including delivery costs up to the amount of the cheapest delivery method offered) within 14 days of receiving the statement, although the Seller may withhold the refund until the goods are received back or proof of their return is provided. The Consumer bears the direct cost of returning the goods. 4. The right of withdrawal may not apply in the cases set out in Article 38 of the Polish Consumer Rights Act, in particular in respect of goods that are liable to deteriorate rapidly or have a short shelf life, and goods delivered in sealed packaging which, once opened, cannot be returned for health protection or hygiene reasons, if the packaging has been opened after delivery.

§11. Complaints

1. The Seller is obliged to deliver Products that conform with the contract and is liable to the Consumer for any lack of conformity of the Product with the contract under the rules set out in the Polish Consumer Rights Act. 2. Complaints may be submitted by e-mail to hello@velipet.com, providing details that allow the order to be identified and a description of the non-conformity. 3. The Seller considers the complaint and informs the Customer of the outcome within 14 days of receiving it.

§12. Personal data and cookies

1. The controller of Customers' personal data is the Seller. The rules for processing personal data are described in the Privacy Policy available in the Shop. 2. The rules for the use of cookies are described in the Cookie Policy available in the Shop.

§13. Out-of-court dispute resolution and final provisions

1. Consumers may use out-of-court complaint-handling and redress procedures, including through the Regional Trade Inspection Inspectorates and Consumer Ombudsmen. Information is available, among other places, on the website of UOKiK (the Polish Office of Competition and Consumer Protection). 2. The EU online dispute resolution (ODR) platform is available at https://ec.europa.eu/consumers/odr. 3. In matters not governed by these Terms and Conditions, the provisions of Polish law apply, in particular the Civil Code and the Polish Consumer Rights Act. 4. The Seller may amend these Terms and Conditions for important reasons. Customers with an active Subscription will be notified of any changes with appropriate advance notice; orders placed before the changes take effect are governed by the previous version of these Terms and Conditions.

Annex: Model withdrawal form

Addressee: Proteine Resources Sp. z o.o., ul. Jesionowa 11, Masłomiąca, 32-091 Michałowice, Poland, e-mail: hello@velipet.com I/We hereby give notice that I/we withdraw from the contract of sale of the following goods: ……………………… Date of conclusion of the contract / of receipt: ……………………… Name of the consumer(s): ……………………… Address of the consumer(s): ……………………… Order number: ……………………… Date: ……………………… Signature (only if this form is submitted on paper): ………………………

Last updated: July 15, 2026