Customer Terms & Conditions

Karuvia Care OÜ (“Karuvia”, “we”, “our”, “us”) operates the Karuvia Marketplace at www.karuvia.com. Our registered details are set out in the Imprint.

These Terms govern your use of the Marketplace and any purchase you make through it. Please read them together with our Privacy Policy, Cookie Policy and Complaint Handling & Dispute Resolution Policy.

Karuvia provides a platform on which independent vendors and service providers offer their products and services. Unless a listing states that Karuvia is the seller, your contract of sale is formed directly with the vendor or service provider named on the listing and in your order confirmation.

That vendor is responsible for the product or service, its description, its delivery or performance, and for handling returns under its own published policy. Karuvia is responsible for operating the Marketplace, for the standards it applies when admitting and reviewing vendors, and for the obligations set out in these Terms.

[CONFIRM: whether Karuvia acts as a disclosed agent for vendors, and in which countries, as this determines who the consumer’s statutory counterparty is.]

You must be at least [AGE] years old and able to enter into a binding contract to purchase through the Marketplace. You may check out as a guest; an account lets you track orders, save favourites and reorder.

You are responsible for keeping your account credentials secure and for activity carried out under your account. Tell us promptly if you believe your account has been used without your authorisation.

Vendors are responsible for the accuracy of their listings, including descriptions, ingredients, allergens, images, prices and availability. We review listings against our published standards, but a listing is not a warranty by Karuvia.

Availability is not guaranteed until your order is accepted. Where an obvious pricing or description error is discovered before dispatch, [CONFIRM: the order may be cancelled and refunded in full, or the position under applicable consumer law].

Placing an order is an offer to buy. A contract is formed when [CONFIRM: the vendor accepts the order / the order is dispatched / the order confirmation is issued].

If your basket contains items from more than one vendor, you form a separate contract with each vendor and the items may arrive separately.

Prices for consumers are shown inclusive of VAT. VAT is calculated on the destination country in line with EU distance-selling rules and reported under the One Stop Shop scheme. Business customers with a valid EU VAT number can enter it at checkout.

Payment is taken at checkout by card, Apple Pay or Google Pay, processed by Stripe. Karuvia does not store your card details.

Delivery charges, and any duties or import charges where these apply, are shown before you pay. [CONFIRM: treatment of customs duties and import VAT for United Kingdom and Switzerland destinations.]

Delivery is arranged by the vendor fulfilling your order. Delivery options, costs and estimated times are set by that vendor and shown at checkout before you pay. EU delivery is free on orders over €75 where the vendor participates.

Risk in the goods passes to you on delivery. [CONFIRM: stated delivery windows, and remedies where a delivery deadline is missed.]

If you are a consumer in the EU, you generally have 14 days from receiving the goods to withdraw from the contract without giving a reason, and a further 14 days to return them. Nothing in these Terms limits that right.

Certain goods are exempt from the right of withdrawal, including [CONFIRM: perishable pet food, items sealed for health or hygiene reasons once unsealed, and personalised items]. Any exemption is shown on the listing.

For services and consultations, [CONFIRM: the position where you have asked for performance to begin during the withdrawal period].

[ATTACH: model withdrawal form, as required by the Consumer Rights Directive.]

Each vendor publishes its own returns policy on its storefront and on every listing, and handles returns for its own items. Contact the vendor first using the customer-service details on the product page or in your order confirmation.

If an item is faulty, damaged, not as described or otherwise not in conformity, your statutory rights apply in full and are unaffected by any vendor policy. If you cannot reach the vendor, or the matter is not resolved, see Complaint Handling & Dispute Resolution.

[CONFIRM: who bears return postage in each case, and the refund period.]

Services booked through the Marketplace are provided by the professional named on the listing, subject to their own terms, qualifications and any regulatory requirements in the country in which they practise.

Information published on Karuvia is general in nature and does not replace veterinary examination, diagnosis or treatment. In an emergency, contact a veterinary practice directly.

Not everything can be sold or delivered everywhere. Before a listing is offered into another country, the vendor must confirm it may lawfully be supplied there. Karuvia sells only into the markets it has enabled, and checkout will not accept a delivery address outside them. Where an individual product carries a further restriction, it is shown on the listing and enforced at checkout.

Reviews must reflect genuine experience. We may decline or remove content that is unlawful, misleading, abusive or posted in bad faith, in line with our [Community & Review Guidelines].

You keep ownership of what you post and grant Karuvia [CONFIRM: scope of licence] to display it on the Marketplace.

Complaints are handled under our Complaint Handling & Dispute Resolution Policy, which explains how to submit one and what happens next.

Nothing in these Terms prevents you from exercising rights available under applicable law, including access to alternative dispute resolution or the competent courts.

[TO BE DRAFTED BY COUNSEL. This clause must not exclude or limit liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded, and must be compatible with mandatory consumer protections in each market Karuvia serves.]

We may amend these Terms to reflect changes in law, Marketplace functionality or operating practice. The version in force at the time you place an order is the version that applies to that order. The current version and its effective date are published on this page.

These Terms are governed by the law of [JURISDICTION], without prejudice to the mandatory consumer-protection rules of the country in which you are habitually resident.

Karuvia Care OÜ
management@karuvia.com
www.karuvia.com