Terms of service

II. TERMS OF SERVICE (DISTANCE AGREEMENT)

1. General Provisions

1.1. Purchases made on truepaw.eu by consumers constitute a Distance Agreement subject to the laws of the Republic of Latvia (Consumer Rights Protection Law and Cabinet Regulation No. 255).

1.2. Seller: SIA “Kairos Solutions”, Reg. No. 40203625625, Penkules iela 73, Mārupe, Mārupes nov., LV-2167, Latvia, email: info@truepaw.eu.

2. Ordering & Pricing

2.1. Prices are in Euros (EUR) and include statutory VAT.

2.2. Delivery charges are calculated and displayed prior to payment checkout.

3. Payment Methods & Terms

3.1. Currency of payment is Euro (EUR).

3.2. Supported payment methods:

• MakeCommerce Platform (Maksekeskus AS):

  • Online Banking: Swedbank, SEB, Citadele, Luminor (LV, EE, LT); Finnish banks (Aktia, Nordea, Danske, etc.).

  • Payment Cards: Visa, MasterCard.

• Shopify Payments Platform (Shopify International Limited):

  • Payment Cards: Visa, MasterCard, Maestro, American Express (Amex).

  • Digital Wallets: Apple Pay, Google Pay, Shop Pay.

3.3. Important: When paying via online banking (MakeCommerce), click “Return to Merchant” after completing the payment.

3.4. Agreement becomes binding upon full receipt of payment in the Seller’s account.

4. Shipping & Delivery

4.1. Delivery countries: Latvia, Estonia, Lithuania.

4.2. Delivery channels: Omniva, DPD, Venipak, Latvijas Pasts (parcel lockers & couriers).

4.3. Standard delivery time: 1–5 business days following payment receipt (up to 45 days in exceptional cases).

5. Right of Withdrawal (14-Day Returns)

5.1. Consumers (natural persons) may withdraw within 14 calendar days of delivery without giving reason.

5.2. Exceptions: In accordance with Regulation No. 255, withdrawal rights do not apply to perishable items or unsealed goods unsuited for return due to health/hygiene reasons (specifically opened pet food/treat packaging).

5.3. Return notice must be sent to info@truepaw.eu. Buyer covers direct return shipping fees. Refunds processed within 14 days of return receipt.

6. Product Quality & Consumer Claims

The Seller is liable for non-conformity at delivery. Claims must be submitted within 2 months of discovery to info@truepaw.eu with photos. Written response provided within 15 days.

7. Dispute Resolution

Disputes are resolved through negotiation. Unresolved consumer disputes may be submitted to the Consumer Rights Protection Centre of Latvia (PTAC) (www.ptac.gov.lv) or the EU ODR platform.