Terms of service

By one party, the supplier of the products, BIOZOO, S.A. (hereinafter also the provider), with registered office at C/ BORGES BLANQUES, S/N (P.I. LA BORDA), 08140 CALDES DE MONTBUI,
(Barcelona), Tax ID No. A58356627, customer service telephone number +34 938 627 053, and e‑mail: INFO@BIOZOO.COM, being the owner of the website WWW.BIOZOO.COM, sets out the contractual document that shall govern the purchase of products through the aforementioned website.

And by the other party, the User – Customer (hereinafter the User), registered on the website by means of a username and password, for which they have full responsibility for use and safekeeping, and being responsible for the accuracy of the personal data provided to the provider.

BOTH ACCEPT this document, which implies that the user:

a. Has read, understands and comprehends what is set forth herein.
b. Is a person of legal age and has sufficient legal capacity to enter into contracts.
c. Assumes all the obligations set forth herein.
d. Has read and accepts these General Conditions of Purchase from the moment they acquire any product offered.

This document may be printed and stored by Users.

The provider makes the e‑mail address INFO@BIOZOO.COM available to Users so that they may raise any questions regarding these conditions.

These conditions shall remain valid for an indefinite period and shall apply to all contracts entered into through the provider’s website.

The provider reserves the right to unilaterally modify these General Conditions, provided that such modifications do not affect goods or promotions acquired prior to the modification, for the purpose of improving the products offered. In all cases, these general conditions must be reviewed prior to purchasing the products.

It is advisable to keep a copy of the data contained in the purchased products.
BIOZOO, S.A. shall not be liable for any loss of data, files, or any damage resulting from a failure by the User to back up the data contained in the purchased products, such as memory cards.

BIOZOO, S.A. shall not be responsible for any consequences that may result from improper use of the products sold on the website.

The civil liability of BIOZOO, S.A. for the products supplied shall be limited to the amount thereof. The user waives any claim against the provider for any reason whatsoever in the event of dissatisfaction with the products purchased on the website WWW.BIOZOO.COM, as well as for possible failures, slow access or errors in access to the website, including loss of data or other information that may exist on the user’s computer or network that accesses the website.

BIOZOO, S.A. is a company specialized in the sale of zoosanitary products. BIOZOO, S.A. sells its products remotely via the Internet through its website and/or by telephone. BIOZOO, S.A. has/does not have a physical store in …… for the sale of products. [ADAPT TO THE SPECIFIC CASE]

1. OBJECT OF THE CONTRACT:

2.1 Scope of application: The purpose of this contract is to regulate the contractual purchase–sale relationship arising between the provider and the user at the moment the user accepts these purchase conditions during the online contracting process by checking the corresponding box. These GTC shall apply from the day the order is placed.

The contractual purchase–sale relationship entails the delivery, in exchange for a specified price publicly displayed on the website, of a specific product.

2.2 Territory of application: The online store at WWW.BIOZOO.COM is active throughout Spain.
[ADAPT TO THE SPECIFIC CASE]: mention countries where purchases can be made.

2.3 Contractual capacity: In order to place an order, the user must be of legal age and have legal capacity to contract.

2.4 Customer acceptance: Validation of an order through the website WWW.BIOZOO.COM is carried out by e‑mail and also implies automatic acceptance of the GTC. These conditions are available on the website WWW.BIOZOO.COM or, if requested, may be provided by e‑mail.

2.5 Modification of the General Contracting Conditions: BIOZOO, S.A. reserves the right to make changes and/or modifications to these GTC. We recommend that our customers review them regularly. In the event that such changes or modifications are introduced after an order has been placed, the conditions in force on the date the order was placed shall apply.

1. INFORMATION PROVIDED ON THE WEBSITE WWW.BIOZOO.COM:

3.1 Publication of prices: Exceptionally, the prices of products displayed on our website may be specified incorrectly and show a price lower than the correct one. When this occurs, and if we have confirmed your order, we will contact you immediately in order to issue a new order confirmation with the correct price. In the event that the correct price is higher, you may cancel your order and we will refund any amount already paid.

3.2 Product information: The information contained in our advertising, brochures, other written material, on our website, or provided by our agents or employees constitutes an invitation to treat. Such information does not constitute an offer to supply any product on our part.

The contents of WWW.BIOZOO.COM are constantly renewed and updated in order to offer our customers the most complete and detailed information possible. Due to this, it is possible that the content may occasionally display provisional information about certain products. If the information provided does not correspond to the characteristics of the product, the customer shall have the right to cancel the purchase at no cost.

All contractual information on the website is displayed in Spanish (Castilian), and communication with customers and users, as well as formalization of the contract, shall be carried out in this language. However, if the customer so wishes, it may be carried out in another language, provided this is indicated prior to starting the contracting procedure.

3.3 Availability of product(s): [ADAPT TO THE SPECIFIC CASE]. There may be occasions when it is impossible to supply all products because they are out of stock or unavailable at the time of purchase. In such cases, we will contact you to allow you to choose between the following options:

a) selection of an alternative product with similar characteristics to the product to be replaced;
b) notification of its availability, should you prefer to wait until the product is available again in the store.

If you decline our suggestions, the order related to these products will be cancelled and any amount paid for them will be refunded.

3.4 Right of Cancellation: BIOZOO, S.A. reserves the right to cancel the shipment of a specific product that does not meet the quality requirements imposed on all products at WWW.BIOZOO.COM. If such lack of quality is detected, BIOZOO, S.A.’s Customer Service will suggest a replacement product and, if the replacement is not acceptable to the customer, the cost of the product will be refunded.

3.5 Orders 24 hours a day, every day of the year: Orders may be received twenty‑four (24) hours a day, three hundred and sixty‑five (365) days a year; however, orders placed after nineteen (19) hours [ADAPT TO THE SPECIFIC CASE] will not be processed until the next business day in CALDES DE MONTBUI. Orders received over the weekend will be processed first thing on the following Monday, or the next business day.

3.6 Fraud: If BIOZOO, S.A. suspects or detects any anomaly or fraud, it reserves the right to cancel the transaction for security reasons.

1. PURCHASE PROCEDURE:

In order to access the products offered by the provider, the user must register on the website by creating a user account. To do so, the user must freely and voluntarily provide the personal data requested, which will be processed in accordance with current data protection regulations, Regulation (EU) 2016/679 of 27 April 2016 (GDPR), Organic Law 15/1999 of 13 December (LOPD), and Royal Decree 1720/2007 implementing the LOPD, as detailed in the Legal Notice and Privacy Policy of this website.

The user shall select a username and password, undertaking to use them diligently and not make them available to third parties, as well as to notify the provider of any loss or theft thereof or possible access by an unauthorized third party, so that the provider may immediately block them.

The user may not choose usernames intended to confuse others by identifying the user as a member of the provider, nor offensive, insulting expressions, or those contrary to the law, morality, or good customs.

Once the user account has been created, and in accordance with Article 27 of Law 34/2002 on Information Society Services and Electronic Commerce, the contracting procedure shall follow these steps:

1. Select the product by clicking on it, and it will be automatically added to the “shopping cart”.

2. If additional products are to be added, select “Continue shopping”. If an item has been added by mistake, click the option to remove it from the shopping cart. The shopping cart will display the items, quantity, price and total amount. Once all products have been selected, taxes, charges and discounts will be calculated according to the payment and shipping details entered.

3. Once the product(s) have been selected, click the finish tab to place the order. Clicking this option will display the purchase confirmation (summary of the order placed, your details and chosen payment method).

4. User registration will be requested in order to complete the purchase (this registration is free of charge), requiring completion of a data collection form (which will require acceptance of the Privacy Policy and Legal Notice (and linking both)). Once completed, a registration confirmation e‑mail will be sent to the indicated e‑mail address. If you are already registered, you may access your details by clicking the “already registered user” button.

Please check your spam and junk mail folders and always verify that the contact details you provide are correct.

1. Once registered, an observations screen will appear, where you may indicate the delivery time; a checkbox which must be checked as it constitutes acceptance of these General Contracting Clauses and the Privacy Policy.

2. To complete the process, click the Finish button.

In all cases, once the contracting process is completed, the provider’s contracting platform will inform the user by e‑mail of all characteristics, price, shipping methods, date of contracting and estimated delivery of the purchased product.

If there is any error in the address indicated or any other aspect of the order, this must be notified immediately to the e‑mail address shown on the website so that the error can be corrected.

For any questions, you may contact our Customer Service through any of the methods provided on the website WWW.BIOZOO.COM.

BIOZOO, S.A. shall provide Customer Service FREE OF CHARGE through our contact e‑mail INFO@BIOZOO.COM. If another alternative means of communication is chosen, the user shall bear the cost thereof.

BIOZOO, S.A. makes telephone numbers available in Spain subject to the cost of the user’s telephone operator.

GUEST CHECKOUT [ADAPT TO THE SPECIFIC CASE]

This website also allows purchases through the guest checkout functionality. In this purchase mode, only essential data required to process the order will be requested. Once the purchase process is completed, the option to register as a user or continue as an unregistered user will be offered.

1. SHIPPING: [ADAPT TO THE SPECIFIC CASE]

Shipments will be made through the transport companies with which the corresponding Data Processor Agreement has been executed.

Delivery time is usually between X business days, depending on the destination location and the payment method chosen. This period is understood to apply provided that product availability has been confirmed and full payment of the order has been verified.

The Provider shall assume no responsibility when delivery of the product or service cannot be carried out due to false, inaccurate or incomplete data provided by the user.

Delivery shall be deemed completed when the carrier has made the products available to the user and the user, or their delegate, has signed the delivery receipt.

It is the User’s responsibility to check the products upon receipt and record any reservations or justified claims on the delivery receipt.

Where the contract does not involve physical delivery of any product, and the products are directly downloaded from the website, the provider will inform the user in advance of the procedure to be followed for such download.

1. PRICES AND VALIDITY PERIOD OF OFFERS:

All prices displayed in the store WWW.BIOZOO.COM include VAT applicable at the time of purchase. All prices shown on the website are valid except for typographical errors or out‑of‑stock situations and shall in all cases be expressed in Euros (€). Unless expressly stated otherwise, such prices do not include shipping, handling, packaging, shipping insurance or any other additional services ancillary to the purchased product or service. (VALUE ADDED TAX: In accordance with Article 68 of Law 37/1992 of 28 December on Value Added Tax, delivery of products or services shall be deemed to take place within the Spanish VAT territory if the delivery address is in Spanish territory, excluding the Canary Islands, Ceuta and Melilla. The applicable VAT rate shall be that legally in force at any given time depending on the specific article concerned. For orders destined for the Canary Islands, Ceuta and Melilla, deliveries shall be exempt from VAT pursuant to Article 21 of Law 37/1992, without prejudice to the application of the corresponding taxes and duties in accordance with the regulations in force in each territory.)

Payment made to the provider will result in the issuance of an invoice in the name of the registered user. This invoice will be automatically sent to the e‑mail address provided by the user and also included with the purchased product.

The prices applicable to each product shall be those published on the website and applied automatically by the contracting process at its final stage. The customer accepts that the economic valuation of some products may vary in real time. In any case, this will always be communicated to users in advance.

In the case of limited‑time promotions, the promotional discount will apply provided that the order has been registered during the promotional period.

The data recorded by the different payment methods constitute proof of the date on which the financial transactions were carried out and will serve to determine whether the order is subject to a promotion.

For any information regarding the order, the User may contact the Provider’s customer service telephone number or the e‑mail address provided.

1. PAYMENT METHODS: [ADAPT TO THE SPECIFIC CASE]

The available systems are detailed below:

7.1 Payment by credit or debit card: The user must have a valid credit or debit card and must enter all digits of the card number in the corresponding form. The transaction is formalized at the time the order is placed. Only Visa and Mastercard cards are accepted (or specify accepted cards) [ADAPT TO THE SPECIFIC CASE]. Only secure card payments are accepted, with authentication of the cardholder’s identity according to the method established by the issuing bank, through secure electronic commerce (“Verified by Visa” and “MasterCard SecureCode”). The order will not be processed until payment has been authorized by your bank.

The SSL (Secure Sockets Layer) system is used, which encrypts information transmitted during the transaction, ensuring confidentiality.

7.2 Cash on delivery: Payment is made upon delivery of the order. When the transport company delivers the package, the recipient must have the exact amount available to make payment. Otherwise, the recipient must pick up the order at the transport company after two failed delivery attempts. Orders will only be delivered to the address provided by the customer when placing the order.

7.3 Payment by bank transfer or deposit: Upon completing the order, the user will receive instructions with the bank account number to which payment must be made. It is essential to clearly indicate the assigned order number and the user’s name on the transfer order. The transfer must be completed within 7 days or the order will be cancelled.

7.4 PayPal or other platforms: Upon completing the purchase and selecting this payment method, the user will be redirected to PayPal’s official website to make payment. Once payment has been successfully completed, the order will be finalized and an e‑mail with the purchase summary will be sent. By clicking the “Return to website” button, the user will return to the website to view and print the order. PayPal has its own privacy policies and BIOZOO, S.A. assumes no responsibility for them.

1. ORDER DELIVERY:

8.1 Shipping address: Orders will be delivered to the shipping address freely designated by the user. Accordingly, the provider shall assume no responsibility for non‑delivery resulting from false, inaccurate or incomplete data provided by the user, or when delivery cannot be made for reasons beyond the control of the shipping company, such as recipient absence.

Delivery times shall be during normal working hours.

Without prejudice to the foregoing, the provider has adopted all measures required of a diligent merchant to ensure delivery within the agreed timeframe, and therefore no liability may be attributed to the provider.

Shipments are only made to destinations in mainland Spain and the Balearic Islands. [ADAPT TO THE SPECIFIC CASE]

BIOZOO, S.A. will make every effort to ensure that your order is delivered within the timeframe shown on our website at the date the order confirmation is issued.

8.2 Delivery times: These correspond to those indicated on each product’s information page. In the case of products unavailable at the time of purchase, our Customer Service may provide availability information and delivery estimates. If multiple products with different availability dates are ordered together, they may be delivered on different dates. If any item is unavailable at the time of shipment, you have the right to cancel the order at any time prior to shipment by contacting Customer Service at INFO@BIOZOO.COM, indicating the order number.

8.3 Shipping confirmation: Once the order has been handed over to our carrier, we will send a shipping confirmation to the e‑mail address provided when placing the order, including the tracking number so you may track shipment via the carrier’s website.

8.4 Delivery damage: Products are delivered in secure packaging. If, at the time of delivery, visible and clear damage caused by transport or an error in the received merchandise is detected without opening the packaging, the customer must record this on the delivery receipt and immediately contact Customer Service at +34 938 627 053 or INFO@BIOZOO.COM within 24 hours of receipt to arrange return, replacement or refund as indicated in the e‑mail.

A delivery receipt without any remarks regarding damage is considered proof of a product being in perfect condition. If damage is detected after opening the package while the external packaging is intact, the customer also has 24 hours from receipt to contact Customer Service. Claims made after this period will not be accepted.

1. RIGHT OF WITHDRAWAL: [ADAPT TO THE SPECIFIC CASE]

9.1 Right of withdrawal: The User has fourteen (14) calendar days from the date of receipt of the product to return it (Art. 71 Law 3/2014 of 27 March). If not satisfied, the user may exercise the right of withdrawal by completing the form annexed to these conditions, including the order number, to obtain reimbursement within fourteen (14) calendar days following receipt. Unless the return is due to product defects, shipping costs shall be borne by the USER. The product must be returned in its original packaging and in perfect condition.

A return number and instructions will be provided. Notification must be sent via INFO@BIOZOO.COM or by postal mail within 14 calendar days of receipt. After this period, returns or exchanges may only be requested for technical reasons subject to warranty.

The product must be returned with all elements originally delivered, without damage or wear marks.

9.2 Defective product return: The user must inform BIOZOO, S.A. of non‑conformity within two months of noticing it. An e‑mail to INFO@BIOZOO.COM must be sent with the order number and reason for return. Customer Service will provide instructions and a return number. All costs shall be borne by BIOZOO, S.A.

9.3 Non‑defective product return: When return is due to misuse or lack of knowledge, BIOZOO, S.A. will provide instructions. Shipping costs shall be borne by the customer, and the product will not be resent until transport costs are paid. Improper use or insufficient protection may invalidate the warranty or reduce product value.

9.4 Return due to BIOZOO, S.A. error: If the product does not correspond to the order due to company error, BIOZOO, S.A. shall bear the costs of collection and correct delivery.

9.5 Verification of returns: BIOZOO, S.A. shall verify returned products upon receipt. Failure to meet conditions may invalidate warranty or reduce value.

9.6 The right of withdrawal shall not apply in the following cases:

1. Product not in perfect condition.

2. Non‑original or damaged packaging.

3. Opened products without proof of non‑use.

4. Software applications downloaded directly.

5. Customized products or products excluded for hygiene or other legally stated reasons.

6. REFUNDS: [ADAPT TO THE SPECIFIC CASE]

10.1 Refund of shipping costs: To request shipping cost reimbursement, the products must be sent by standard mail. Responsibility lies with the chosen transport provider. Express delivery costs shall be borne by the customer.

10.2 Refund processing: Refunds shall be issued via the same payment method used. No refund or reshipment will be made until receipt and condition verification.

10.3 Refund period: Refunds shall be made within 15 business days of receipt and verification, with a maximum period of one month. Required details:

• return number
• invoice and order number
• IBAN + 20‑digit bank account number.

10.4 BIOZOO, S.A. declines refunds if:

• products are used or damaged, or usage exceeds intended purpose;
• products are missing components.

1. APPLICABLE WARRANTIES AND AFTER‑SALES SERVICE: [ADAPT TO THE SPECIFIC CASE]

11.1 Warranty: All products offered are original unless stated otherwise and carry a 2‑year warranty in accordance with Law 3/2014 of 27 March, except for exceptional cases.

If manufacturer processing is required under Law 23/2003 of 10 July, BIOZOO, S.A. will provide instructions. BIOZOO, S.A. is not responsible for manufacturer warranty handling.

11.2 Defective products: BIOZOO, S.A. shall repair, replace, reduce price or terminate the contract, free of charge. Non‑conformities must be reported within two months of discovery.

11.3 Warranty exclusions:

• modifications without written agreement,
• normal wear and tear,
• accessory damage,
• misuse or improper installation,
• unauthorized repairs,
• accident or force majeure damage,
• altered serial numbers,
• professional or intensive use,
• repairs by unauthorized services.

11.4 Replacement of irreparable products: If irreparable or disproportionate to repair, the product will be replaced with an identical or superior product. Replacement ends previous contracts and warranties.

1. ONLINE DISPUTE RESOLUTION (ODR) [ADAPT TO THE SPECIFIC CASE]

Pursuant to Art. 14.1 of Regulation (EU) 524/2013, the European Commission provides a free platform for online dispute resolution between USER and PROVIDER:
http://ec.europa.eu/consumers/odr/

1. NULLITY AND INVALIDITY OF CLAUSES:

If any clause of these General Conditions is declared null or invalid, such nullity shall affect only that provision, without affecting the remainder.

1. APPLICABLE LAW AND JURISDICTION:

These conditions shall be governed by Spanish law. Any disputes shall be submitted to the Courts of the provider’s domicile (legal persons) or the user’s domicile (natural persons).

If the user resides outside Spain, both parties expressly submit to the Courts of Barcelona (Spain).

1. COMMENTS AND SUGGESTIONS:

Comments and suggestions are welcome and may be submitted through our contact form. Official complaint forms are also available upon request via Customer Service.

ANNEX: RIGHT OF WITHDRAWAL

For the attention of:
Name: BIOZOO, S.A.
Tax ID: A58356627
Address: C/ BORGES BLANQUES, S/N (P.I. LA BORDA), 08140 CALDES DE MONTBUI (Barcelona)
Telephone: +34 938 627 053
E‑mail: INFO@BIOZOO.COM

Details of the product/service to withdraw:
Order/Invoice No.:
Order/Invoice date:
Date of receipt of product/service:
Description of product/service:

Consumer/User details:
Name:
Tax ID:
Address:
City:
Telephone:
E‑mail:

Right of withdrawal:

In accordance with Article 68 of Royal Legislative Decree 1/2007 of 16 November, approving the Consolidated Text of the General Law for the Defence of Consumers and Users, I hereby notify my withdrawal from the contract for the sale of the above product/service, and kindly request that you contact me using the details provided to confirm this request.

Date of request:

Consumer/User signature: