Terms of service

# Terms of Service

**Effective date: 14 July 2026**

These Terms of Service (“Terms”) govern your access to and use of **treatprotocol.co** and any purchase made from Treat Protocol Co. (“Treat Protocol”, “we”, “us” or “our”).

By accessing our website, creating an account, placing an order or otherwise using our services, you agree to these Terms. If you do not agree, please do not use our website.

## 1. Eligibility

You must be at least 18 years old or have the permission and supervision of a parent or legal guardian to use our website or place an order.

You are responsible for ensuring that the information you provide is accurate, complete and current.

## 2. Our online store

Our store is hosted by Shopify, which provides the e-commerce platform that allows us to offer and sell products to you.

Your use of certain Shopify features, including Shop or Shop Pay, may also be governed by terms and policies issued by Shopify.

## 3. Product information

We take reasonable care to present product descriptions, ingredients, directions, photographs, dimensions and other information accurately. However:

- Product packaging and appearance may change;
- Colours may appear differently depending on your screen;
- Photographs may not represent exact scale;
- Minor variations may occur between production batches; and
- Typographical errors or omissions may occasionally occur.

We may correct errors, update information or withdraw a product without prior notice. Where a material error affects an order already placed, we will contact you and provide an appropriate resolution.

## 4. Pet health and product suitability

Treat Protocol products are intended for use with pets according to their labels and instructions.

Information on our website, packaging, social media or other communications is provided for general informational purposes only. It is not veterinary advice and is not intended to diagnose, treat, cure or prevent any disease or medical condition.

Before using a product:

- Read the product label, ingredients, warnings and directions;
- Confirm that the product is appropriate for your pet’s species, age, size and condition;
- Consider known allergies, sensitivities and existing medical conditions; and
- Consult a qualified veterinarian if you are uncertain or if your pet is pregnant, nursing, receiving medication or under veterinary care.

Use products only as directed. Stop use and seek veterinary advice if your pet experiences an unexpected or adverse reaction. In an emergency, contact a veterinarian immediately.

Individual results may vary, and we do not guarantee that a product will produce a particular result for every pet.

Nothing in this section limits any rights you may have in relation to a defective or incorrectly described product.

## 5. Orders and acceptance

Submitting an order is an offer to purchase the products in your cart. An order confirmation acknowledges that we received your order but does not necessarily mean that the order has been accepted.

We may accept an order by processing or fulfilling it. We reserve the right to reject or cancel an order for reasonable grounds, including:

- A product being unavailable;
- Incorrect pricing or product information;
- Suspected fraud or unauthorised payment;
- An incomplete or invalid delivery address;
- Breach of these Terms;
- Technical or inventory errors; or
- Quantity limits or suspected unauthorised resale.

If we cancel an order after payment has been collected, we will refund the affected amount to the original payment method.

## 6. Prices and payment

Unless otherwise stated, prices are displayed in Singapore dollars.

Applicable taxes, delivery charges and discounts will be shown at checkout. Prices and promotions may change at any time, but changes will not affect an order we have already accepted, except where there is an obvious pricing error.

You authorise us and our payment providers to charge the payment method selected at checkout. You confirm that you are authorised to use that payment method and that the payment information supplied is accurate.

Promotional codes:

- Must be entered before checkout is completed;
- Cannot be redeemed for cash;
- May be subject to additional conditions;
- Cannot be applied retrospectively; and
- May not be combined unless expressly permitted.

## 7. Delivery

We currently deliver only within Singapore.

Delivery dates and times are estimates and are not guaranteed. Delays may occur because of weather, carrier disruption, peak periods, incorrect address information or events outside our reasonable control.

You are responsible for providing a complete and accurate delivery address and for ensuring that someone can receive the parcel where necessary. Please contact us promptly if you discover an address error. We cannot guarantee that an address can be changed once an order has been processed.

Additional costs arising from an incorrect or incomplete address, an unsuccessful delivery, or an uncollected parcel may be charged to you where reasonable, unless the issue resulted from our error.

Please inspect your order after delivery and report damaged, defective, incorrect or missing items in accordance with our Return and Refund Policy.

## 8. Cancellations, returns and refunds

Order cancellations, returns, replacements, store credits and refunds are governed by our **Return, Refund and Order Cancellation Policy**, which forms part of these Terms.

Because our products include consumable, skincare and hygiene-related items, we do not accept change-of-mind returns unless expressly stated or required by law.

Nothing in these Terms or our policies excludes or restricts rights or remedies that cannot lawfully be excluded under Singapore law.

## 9. Customer accounts

You may be able to create or access a customer account. You are responsible for:

- Maintaining the confidentiality of your login credentials;
- Activities