Terms of service

OVERVIEW

This website is operated by 5 HOUNDS BY DR WILL PTY LTD (ABN 47 682 161 306). Throughout the site, the terms “we”, “us” and “our” refer to 5 HOUNDS BY DR WILL PTY LTD. The business offers this website, including all information, tools, and services available from this site to you, the user, subject to your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following Terms of Service (“Terms”), including any additional terms, conditions, and policies referenced herein and/or available by hyperlink. These Terms apply to all users of the site, including browsers, customers, merchants, and contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms. If you do not agree to all terms and conditions, you may not access the website or use any Services.

Any new features or tools added to the current store shall also be subject to the Terms of Service. We reserve the right to update, change, or replace any part of these Terms by posting updates to our website. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc., which provides us with the online e-commerce platform that allows us to sell our products and services to you.

SECTION 1 – ONLINE STORE TERMS

By agreeing to these Terms, you represent that you are at least the age of majority in your jurisdiction, or that you have consented to allow any of your minor dependents to use this site.

You may not use our products or Services for any unlawful or unauthorised purpose, nor violate any applicable laws.

You must not transmit any malware, viruses, or destructive code.

A breach of these Terms may result in immediate termination of Services.

SECTION 2 – GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time.

You acknowledge that content (excluding payment information) may be transferred unencrypted across networks. Payment information is always encrypted.

You agree not to reproduce, copy, sell, or exploit any portion of the Service without express written permission.

Headings are for convenience only and do not affect interpretation.

SECTION 3 – ACCURACY, COMPLETENESS & TIMELINESS OF INFORMATION

Information on this site is provided for general informational purposes only. We make no guarantees regarding accuracy, completeness, or currency.

Reliance on site content is at your own risk. We reserve the right to modify content at any time without obligation to update.

SECTION 3A – VETERINARY & HEALTH INFORMATION DISCLAIMER

Any information provided on this website, including content relating to nutrition, feeding practices, supplements, health outcomes, or general wellbeing, is general in nature only and is not intended to replace individual veterinary advice, diagnosis, or treatment.

All dogs are unique, and nutritional or health outcomes may vary based on factors including age, breed, medical history, lifestyle, and underlying conditions.

While 5 Hounds products are developed with veterinary oversight, customers are encouraged to consult their own veterinarian for personalised medical advice, particularly where a dog has existing health conditions, is on medication, or requires specialised care.

Nothing on this website should be relied upon as a substitute for professional veterinary consultation.

SECTION 4 – MODIFICATIONS TO SERVICE & PRICING

Prices are subject to change without notice.

We may modify, suspend, or discontinue the Service (or any part of it) at any time without liability.

SECTION 5 – PRODUCTS & SERVICES

Certain products and services are available exclusively online and may be available in limited quantities.

All products are subject to our Refund Policy, which forms part of these Terms.

We reserve the right to limit sales by person, region, or jurisdiction, and to discontinue products at any time.

We do not guarantee that products or services will meet individual expectations or that errors will be corrected.

SECTION 6 – MONEY BACK GUARANTEE & REFUNDS

100% Happiness Guarantee

5 Hounds offers a 100% Happiness Guarantee, subject to the conditions outlined below and in our Refund Policy.

Refunds, credits, or replacements are not automatic and are assessed on a case-by-case basis.

Customers must contact info@5hounds.com.au to initiate any refund or guarantee request.

Fresh & Frozen Meals (Perishable Goods)

Our meals are perishable products and are frozen on dispatch.

Meals cannot be returned or exchanged once delivered
Refunds are not issued for change of mind or ordering error

If a dog does not accept or tolerate a meal, we may:

Provide feeding or transition guidance
Recommend alternative meal options
Offer a refund, credit, or account adjustment at our sole discretion

Customers are expected to follow reasonable transition guidelines before a refund is considered.

Shelf-Stable Products (Longevity Treats & Synbiotic Powder)

Longevity Treats and Synbiotic Powder are shelf-stable and assessed separately to meals.

Refunds or credits may be considered where:

The issue is reported within a reasonable timeframe
Only a reasonable amount has been used
Products were stored and used as directed
The concern relates to tolerance, palatability, or suitability

Before issuing any refund, we may provide guidance or request information to assess the issue fairly.

Synbiotic Disclaimer

Customers acknowledge that:

Mild, temporary digestive changes may occur during initial use
Such changes do not automatically indicate intolerance
Recommended dosing and transition guidelines must be followed

Exclusions

The Happiness Guarantee does not apply to:

Change of mind
Products fully or substantially consumed
Improper storage, preparation, or use
Failure to follow feeding or dosing instructions
Individual taste preferences after extended use
Subscription renewals not cancelled in accordance with our terms

All refund decisions are made at the sole discretion of 5 Hounds and governed by these Terms and the Refund Policy.

SECTION 7 – ACCURACY OF BILLING & ACCOUNT INFORMATION

We reserve the right to refuse or cancel orders at our discretion.

You agree to provide accurate and current account and billing information.

For refund details, refer to our Refund Policy.

SECTION 8 – OPTIONAL TOOLS

We may provide access to third-party tools “as is” without warranties. Use is at your own risk.

SECTION 9 – THIRD-PARTY LINKS

We are not responsible for third-party websites, products, or services and disclaim all liability arising from their use.

SECTION 10 – USER COMMENTS & SUBMISSIONS

You grant us unrestricted rights to use comments or submissions you provide.

We are under no obligation to maintain confidentiality or provide compensation.

SECTION 11 – PERSONAL INFORMATION

Personal information is governed by our Privacy Policy.

SECTION 12 – ERRORS, INACCURACIES & OMISSIONS

We reserve the right to correct errors and cancel orders affected by inaccuracies at any time.

SECTION 13 – PROHIBITED USES

You are prohibited from using the site or content for unlawful, harmful, misleading, or abusive purposes. We may terminate access for violations.

SECTION 14 – DISCLAIMER OF WARRANTIES & LIMITATION OF LIABILITY

All products and Services are provided “as is” and “as available,” except as expressly stated.

To the fullest extent permitted by law, 5 HOUNDS BY DR WILL PTY LTD, its directors, officers, employees, contractors, and affiliates shall not be liable for any indirect, incidental, or consequential damages arising from the use of the Service or products, including outcomes relating to individual animal health or suitability.

Where liability cannot be excluded, it is limited to the maximum extent permitted by law.

SECTION 15 – INDEMNIFICATION

You agree to indemnify and hold harmless 5 HOUNDS BY DR WILL PTY LTD and related parties from claims arising from your breach of these Terms.

SECTION 16 – SEVERABILITY

If any provision is deemed unenforceable, the remainder shall remain in effect.

SECTION 17 – TERMINATION

These Terms remain effective unless terminated by either party. We may terminate access for breach without notice.

SECTION 18 – ENTIRE AGREEMENT

These Terms, together with referenced policies, constitute the entire agreement and supersede prior agreements.

SECTION 19 – GOVERNING LAW

These Terms are governed by the laws of Australia.

SECTION 20 – CHANGES TO TERMS

We reserve the right to update these Terms at any time. Continued use of the Service constitutes acceptance of changes.

SECTION 21 – CONTACT INFORMATION

Questions regarding these Terms should be directed to:

5 Hounds by Dr Will
Email: info@5hounds.com.au
Address: 2 Backwell Street, North Geelong, VIC 3215