Terms of service

Welcome to Ventra. These Terms of Service (“Terms”) form the agreement between you and us, governing your use of our website, ventra.pet (the “Site”), and any related services we offer.

Ventra is a United States registered business. Throughout these Terms, “Ventra”, “we”, “us” and “our” refer to the operator of this store; “you” refers to you, our customer and visitor.

By accessing the Site, placing an order, or creating an account, you confirm that you have read, understood and agree to be bound by these Terms.

Contact information

• Email: help@ventra.pet
• Response time: within 1–2 business days
• We answer email: Monday to Friday, excluding public holidays

You can also reach us through the form on our Contact page.

Eligibility

To purchase from Ventra you must be at least 18 years of age and legally able to enter into a binding contract in your country.

Our products

Ventra® products are food supplements for dogs, not medicines. In the European Union they are placed on the market as complementary feed for pets. They are not intended to diagnose, treat, cure or prevent any disease, and they do not replace veterinary advice, diagnosis or treatment. In the United States, these statements have not been evaluated by the Food and Drug Administration.

Content on this Site — including articles, quizzes, guides and customer stories — is provided for general information only. It is not veterinary advice and must not be used as a substitute for consulting a qualified veterinarian about your animal. Always seek veterinary advice if your dog is unwell.

Individual results vary. Testimonials and customer experiences shown on the Site describe the experience of the individual concerned and are not a guarantee that you or your dog will have the same result.

All product descriptions, images and pricing are presented in good faith. Colours and packaging may appear slightly different on screen. We reserve the right to amend descriptions, prices, formulations and stock availability at any time.

Placing an order

When you proceed to checkout you are making an offer to purchase. A contract of sale is formed only when we confirm dispatch of your order. We retain the right to decline or cancel any order for reasons such as stock limitations, pricing inaccuracies, suspected fraud or misuse of our services. Detailed sale terms are in our Terms of sale.

Payment

Transactions are handled securely through Stripe. Your full payment card details are never stored by us. By completing a purchase you confirm that you are authorised to use the payment method provided. See our Payment policy for the full detail.

Delivery, returns and refunds

We ship to the United States, the Netherlands and Poland. Handling and delivery timeframes are set out in our Shipping policy and confirmed at checkout. Ownership and the risk of loss pass to you once the items are delivered to the address you provide.

You may cancel an order at no cost before it is dispatched. Consumers in the EU have a statutory 14-day right of withdrawal. We additionally offer a 30-day return window on unopened items and a 90-day money-back guarantee on first orders. Full details are in our Refund policy.

Your account

If you create an account, you are responsible for keeping your login details confidential and for all activity that takes place under your account. Tell us promptly if you believe your account has been used without your permission.

Acceptable use

Please provide accurate and complete information when placing orders or contacting us, and use the Site respectfully. You agree not to:

• Introduce malicious code, or attempt to disrupt, overload or compromise the Site
• Attempt to gain unauthorised access to any part of the Site, its systems or other users' data
• Scrape, harvest or systematically extract content from the Site without our written consent
• Resell our products commercially without our written agreement
• Submit false, abusive or misleading reviews, claims or communications

Reviews and content you submit

If you submit a review, photograph, comment or other content, you confirm it is your own, truthful, and does not infringe anyone else's rights. You grant us a non-exclusive, royalty-free licence to use, display and reproduce that content in connection with our business. We may remove content that is unlawful, misleading, offensive or off-topic.

Intellectual property

All content on this Site — including the Ventra name and logo, text, graphics, images, product formulations, and software — is our property or that of our licensors, and is protected by copyright, trademark and other intellectual property laws. You may not reproduce, distribute, modify or use any of it for commercial purposes without our prior written consent.

Third-party services

Our store is powered by Shopify and uses third-party services for payment, analytics and delivery. Where our Site links to other websites, we are not responsible for their content or practices, and their inclusion does not imply our endorsement.

Availability of the Site

We aim to keep the Site available at all times, but we do not guarantee uninterrupted access. We may suspend, withdraw or restrict all or part of the Site for business or operational reasons, and will give notice where reasonably possible.

Limitation of liability

To the maximum extent permitted by applicable law, we are not liable for indirect or consequential losses arising from your use of this Site or the purchase of our products, and our total liability in relation to any order is limited to the amount you paid for that order.

Nothing in these Terms excludes or limits our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and any right that cannot be excluded under the consumer protection law of your country of residence.

Governing law and your consumer rights

These Terms are governed by the laws of the State of Wyoming, United States, without regard to its conflict of law rules.

If you are a consumer resident in the European Union — including the Netherlands and Poland — you benefit from any mandatory provisions of the consumer protection law of your country of residence, and nothing in these Terms deprives you of the protection of those provisions or of your right to bring proceedings in the courts of your own country.

Changes to these Terms

We may update these Terms occasionally to reflect changes in our business or in legal requirements. Revisions are posted on this page, and your continued use of ventra.pet after a change signifies your acceptance of the updated Terms.