Product and Services Terms and Conditions
Effective Date: 29-Jan-2026
Last Updated: 29-Jan-2026
1. Overview
Diplomat's Dog (Pty) Ltd ("we", "us", or "our") provides personalized dog food on a subscription basis, supported by digital tools that help you manage and adjust your dog's nutrition over time. Because each order is custom-produced, cancellations, refunds, and returns are subject to the specific conditions outlined below.
2. Orders
2.1. Initial Order
• An order becomes binding once payment has been successfully processed through our digital platforms.
• Completing the intake process without payment does not constitute an order or an agreement of sale.
• Orders are manufactured every two weeks and delivered at the end of the production week. Depending on timing, your order may fall into the current or subsequent production cycle. You can check your account for exact delivery date and the status of your order at any time.
2.2. Subsequent Subscription Orders
• After your initial order, you are automatically enrolled in a subscription service.
• Each order provides a two-week supply of food.
• Subscription payments are charged every 14 days, at checkout and within your account you can see the exact payment schedule.
• Orders will not be produced without successful payment. You are responsible for ensuring sufficient funds.
2.3. Modifications
• You may modify your subscription (e.g., recipe changes or item swaps) via the app. We may also recommend changes based on nutritional insights.
• Any modification that affects the total cost requires your approval before processing.
• Modifications must be completed before your card/account is charged; changes made afterward apply only to future orders.
• In rare stock-shortage situations, we may suggest alternative recipes at no additional cost, subject to your approval.
2.4. Order Status
• You can view your subscription at any time via our app or our website at any time. This includes delivery dates, order history, payment status, reporting defective products, and modifying or cancelation options.
3. Cancellations
• You may cancel or skip an upcoming order before your card/account is charged via the app or your account.
• Once payment is processed, the order is locked in and non-refundable, except in cases of verified product defects.
• Cancellations must be submitted via your account dashboard on the app.If you are having difficulty accessing your account you us at: info@diplomatsdog.co.za or call +27 61 049 5598 for assistance.
4. Refunds and Returns
4.1. Refunds
• Payments are generally non-refundable due to the made-to-order nature of our products.
• Refunds may be issued only if we cancel an order (in full or in part).
• Refunds are processed through your original payment method (Peach Payments).
• Refunds will be processed within 5 business days by Diplomat's Dog; however, your bank may take an additional 3-14 business days to credit your account.
4.2. Returns and Replacements (Defective Products Only)
• Defective or damaged products must be reported within 7 days of delivery via the in-app messenger.
• You must provide your order reference and a description of the defect (photos recommended).
• Verified defects will be replaced at no cost. We may request a return of the product for inspection.
• Refunds are not issued for defective items; replacements are provided.
• No replacements or refunds will be granted for defects caused by:
◦ misuse,
◦ incorrect storage,
◦ normal wear and tear, or
◦ damage occurring after delivery.
4.3. Non-Returnable Items
Because our products are custom-manufactured, we cannot accept returns or issue refunds for:
• personalized or custom items,
• orders already placed or delivered,
• any items damaged by the customer or by third parties.
5. Pricing
• Introductory promotional prices are limited to one per household. You may not cancel and reopen an account to obtain additional introductory pricing.
• Subscriptions continue at standard pricing after the second delivery.
• Promotions for existing customers may apply to individual items or full deliveries. Discounts cannot be combined.
• We reserve the right to adjust prices or product content due to supplier or operational cost changes. Customers will be notified and need to approve any changes to prices or significant product contents.
• We may suspend or cancel deliveries for outstanding payments.
6. Payment Processing
• Payments are securely processed via Peach Payments (Pty) Ltd.
• By completing a transaction, you agree to Peach Payments' Terms and Privacy Policy.
• We do not store your full payment details; only transaction references are retained.
• You are responsible for ensuring your payment information is accurate and up to date.
• Orders will not be processed without successful payment.
Currency: All prices and transactions are in South African Rand (ZAR).
• Diplomat's Dog is not responsible for security breaches caused by inadequate device or account security on the part of the user.
7. Delivery
• Deliveries are available within Gauteng, South Africa. Exceptions may be made at our discretion.
• Delivery times are estimates and may vary due to factors beyond our control. You can always check your exact delivery date and status in your account. If any delays occur we will notify you.
• You are responsible for providing accurate delivery information. We are not liable for failed deliveries due to incorrect details.
• Diplomat's Dog may use trusted third-party delivery services when necessary. Only essential data (name, contact number, address) will be shared.
• Cartrack is used for delivery tracking and optimization; their terms also apply.
8. Product Verification
You are responsible for verifying:
• that all food ingredients and contents are suitable for your dog, and
• that each delivery matches your order confirmation.
9. Relationship to Digital Platforms Terms and Conditions
• These Product & Services Terms apply specifically to subscription dog-food orders and related services.
• They operate in conjunction with the Digital Platforms Terms & Conditions, which govern your general use of our apps and digital services.
• Both sets of terms apply concurrently and are intended to be read together. Neither supersedes the other unless expressly stated by us in writing.
• By continuing to engage with Diplomat's Dog, you acknowledge that you have read, understood, and agreed to both sets of terms, which collectively form the full agreement between you and Diplomat's Dog (Pty) Ltd.
10. Limitation of Liability & Disclaimer
• Use of our products and services is at your own risk.
• Diplomat's Dog (Pty) Ltd, its owners, and its employees are not liable for losses, damages, or injuries arising from use or inability to use our products, to the maximum extent permitted by law.
• Our nutritional guidance does not constitute veterinary advice. Consult a qualified professional if you have health concerns about your dog.
• You agree to indemnify and hold Diplomat's Dog harmless from any loss, injury, or damage arising from your use of our products or services.
Privacy and Data Protection
Your personal information is processed in accordance with our Privacy Policy, which complies with POPIA and GDPR standards. By using our platforms, you consent to this processing.
11. Compliance with South African Consumer Law
This policy is subject to the Consumer Protection Act (No. 68 of 2008) of South Africa.
Where the CPA grants consumers additional rights, those provisions will apply.
12. Contact for Refunds, Returns, or Cancellations
To initiate cancellations, refunds, or returns, please contact Diplomat's Dog (Pty) Ltd via the in-app messenger and include your order number and reason for request. You may also email info@diplomatsdog.co.za or call +27 61 049 5598 for assistance.
13. Export Restrictions
• Products are intended for sale and delivery within South Africa. Customers exporting products from South Africa are responsible for ensuring compliance with any applicable export laws, customs requirements, and duties. Diplomat's Dog (Pty) Ltd is not responsible for export controls or customs duties arising from export.