Terms of Service

Updated February 18th, 2020

Thank you for visiting our site. These Terms of Use (these “Terms”) govern your interaction with our web sites, as well as any orders you place with us.

By accessing or using the websites or blogs (collectively, the “Sites”) provided by Petchef Sdn Bhd or our affiliates (collectively, “Petchef,” “we,” “us” or “our”), you agree to be bound by these Terms and all of the terms incorporated by reference. If you do not agree to these Terms, you may not access or use the Sites or order, receive or use the products and services made available through the Sites (collectively, the “Products”).

If you are using the Sites on behalf of any entity, you represent and warrant that you are authorized to accept these Terms on such entity’s behalf and that such entity agrees to be responsible to us if you or such entity violates these Terms.

We reserve the right to change or modify these Terms at any time and in our sole discretion. If we make changes to these Terms, we will provide notice of such changes, such as by sending an email notification, providing to you notice, which may occur through the Sites or updating the “Last Updated” date at the beginning of these Terms or other means. By continuing to access or use the Sites or order, receive or use Products, you confirm your acceptance of the revised Terms and all of the terms incorporated by reference. We encourage you to review the Terms frequently to ensure that you understand the terms and conditions that apply when you access or use the Sites or order, receive or use the Products. If you do not agree to the revised Terms, you may not access or use the Sites or order, receive or use the Products.

1. Privacy Policy

Please refer to our Privacy Policy for information about how we collect, use and disclose information about you.

2. Elegibility

By using the Sites, you represent and warrant that you
(a) you have not been previously suspended or removed from the Sites, or engaged in any activity that could result in suspension or removal from the Sites,
(b) your registration and your use of the Sites will comply with all applicable laws,
(c) you do not have more than one Petchef account, and
(d) you have full power and authority to enter into these Terms and in so doing will not violate any other agreement to which you are a party

3. Registration, Account and Communication Preferences

In order to create a meal plan subscription for your pet, you will need to register for a Petchef account with assistance from a member of the Petchef team. By creating an account, you agree to
(a) provide accurate, current and complete account information about you and your pet(s),
(b) promptly update the Petchef team from time to time as necessary your account information,
(c) immediately notify us if you discover or otherwise suspect any security breaches related to the Sites or your account. Additionally, we reserve the right to refuse access to, or use of the Sites to anyone, and may terminate any account, at any time, in our sole discretion. You are only authorized to create and use one account for the Sites and are prohibited from using alter egos or other disguided identities when using the Sites.

By creating a Petchef account, you also consent to receive electronic communications from us (e.g., via SMS, Whatsapp, email or by posting notices to the Sites). These communications may include notices about your account (e.g., payment authorizations, password changes and other transactional information) and are part of your relationship with us. You agree that any notices, agreements, disclosures or other communications that we send to you electronically will satisfy any legal communication requirements, including, but not limited to, that such communications be in writing. You should maintain copies of electronic communications from us. We may also send you promotional communications, including, but not limited to, newsletters, special offers, surveys and other news and information we think will be of interest to you. You may opt out of receiving these promotional communications at any time by following the accompanying unsubscribe instructions or contacting us.

4. Terms of Sale

4.1. Pet food; Meal Subscriptions; Continuous Subscriptions; Cancellation Policy

Pet Food. OUR PRODUCTS ARE DESIGNED FOR PET CONSUMPTION. Our food is specifically formulated for pets, not people!

Meal Plan Subscriptions. We offer different subscription plans for our various meals (each, a “Subscription”).

Continuous Subscriptions. WHEN YOU REGISTER FOR A SUBSCRIPTION, YOU EXPRESSLY ACKNOWLEDGE AND AGREE THAT
(A) PETCHEF (OR OUR THIRD PARTY PAYMENT PROCESSOR) IS AUTHORIZED TO CHARGE YOU ON A RECURRING BASIS FOR YOUR SUBSCRIPTION (IN ADDITION TO ANY APPLICABLE TAXES AND OTHER CHARGES) FOR AS LONG AS YOUR SUBSCRIPTION CONTINUES, AND
(B) YOUR SUBSCRIPTION IS CONTINUOUS UNTIL YOU CANCEL IT OR WE SUSPEND OR STOP PROVIDING ACCESS TO THE SITES OR PRODUCTS IN ACCORDANCE WITH THESE TERMS. IF YOUR PAYMENT DETAILS CHANGE, YOUR CARD PROVIDER MAY PROVIDE US WITH THE UPDATED PAYMENT DETAILS. WE RESERVE THE RIGHT TO USE THESE UPDATED DETAILS FOR FUTURE CHARGES IN ORDER TO HELP PREVENT ANY INTERRUPTION TO THE DELIVERY OF SERVICE.

ADDITIONALLY, BY SIGNING UP FOR OUR SUBSCRIPTION YOU ARE AGREEING TO RECURRING PERIODIC PAYMENTS FOR AN INDEFINITE TIME UNTIL CANCELLED BY YOU OR US. YOU CAN CANCEL YOUR SUBSCRIPTION AT ANY TIME, PROVIDED THAT YOU DO SO WITHIN THE APPLICABLE CANCELLATION NOTICE PERIOD SET FORTH BELOW. YOU CAN RE-SUBSCRIBE AT ANY TIME FOLLOWING YOUR CANCELLATION, BUT WE RESERVE THE RIGHT NOT TO PERMIT RE-SUBSCRIPTION WHERE WE HAVE PREVIOUSLY ELECTED TO TERMINATE A SUBSCRIPTION BY YOU.

FURTHERMORE, FOLLOWING YOUR INITIAL SUBSCRIPTION PERIOD, YOUR SUBSCRIPTION WILL BE AUTOMATICALLY RENEWED FOR THE PERIOD STATED IN YOUR RECEIPT SUMMARY. YOU CAN EMAIL [email protected] FOR US TO CANCEL YOUR SUBSCRIPTION FOR YOU. FULL DETAILS FOR CANCELLATION PROCEDURES ARE SET FORTH BELOW THIS SECTION. IF YOU CANCEL, YOU MAY USE YOUR SUBSCRIPTION UNTIL THE END OF YOUR THEN-CURRENT SUBSCRIPTION TERM; YOUR SUBSCRIPTION WILL NOT BE RENEWED AFTER YOUR THEN-CURRENT TERM EXPIRES. YOU WILL NOT BE ELIGIBLE FOR A PRORATED REFUND OF ANY PORTION OF THE SUBSCRIPTION FEE PAID FOR THE THEN-CURRENT SUBSCRIPTION PERIOD.


In the event you freeze or cancel your Subscription, please note that we may still send you promotional communications unless you opt out of receiving those communications by following the accompanying unsubscribe instructions or contact us.

4.2. Other Promotions

From time to time, we may offer free trials or other promotions for specified periods of time. If we offer you a promotion, additional terms will be provided in the marketing materials describing the particular promotion or at registration. In the event of a conflict with these terms, the specific terms of the promotion will prevail.

Our promotions are only applicable to customers who pay via automatic, recurring subscription via our third-party payment processor, not by offline methods of payment such as bank transfer or cash-on-delivery. 

WITH RESPECT TO PROMOTIONS, ONCE YOUR PROMOTION PERIOD ENDS, WE (OR OUR THIRD PARTY PAYMENT PROCESSOR) WILL BEGIN BILLING YOUR DESIGNATED PAYMENT METHOD ON A RECURRING BASIS FOR YOUR SUBSCRIPTION AT OUR REGULAR PRICES (PLUS ANY APPLICABLE TAXES AND OTHER CHARGES) FOR AS LONG AS YOUR SUBSCRIPTION CONTINUES. INSTRUCTIONS FOR FREEZING OR CANCELING YOUR SUBSCRIPTION ARE DESCRIBED IN SECTIONS 4.1 ABOVE. PLEASE NOTE THAT YOU MAY NOT RECEIVE A NOTICE FROM US THAT YOUR PROMOTION PERIOD HAS ENDED OR THAT THE PAID PORTION OF YOUR SUBSCRIPTION HAS BEGUN. WE RESERVE THE RIGHT TO MODIFY OR TERMINATE PROMOTIONS AT ANY TIME, WITHOUT NOTICE AND IN OUR SOLE DISCRETION.

For any successful referrals of customers, meaning the new customer has become a new monthly subscriber of Petchef and has given your full name as a reference for the sale, we shall grant a credit or promotion that is applicable at that point in time. Please refer to Customer Service to find out more.

4.3. Payment and Billing Information

By providing a credit card or other payment method that we accept, you represent and warrant that you are authorized to use the designated payment method and that you authorize us (or our third party payment processor) to charge your payment method for the total amount of your subscription or other purchase (including any applicable taxes and other charges) (collectively, as applicable, an “Order”). If the payment method cannot be verified, is invalid or is otherwise not acceptable, your Order may be suspended or cancelled. You must resolve any problem we encounter in order to proceed with your Order. In the event you want to change or update payment information associated with your account, please get in touch with us at [email protected]

You acknowledge that the amount billed may vary due to promotional offers, changes to your Subscription or changes in applicable taxes or other charges, and you authorize us (or our third party payment processor) to charge your payment method for the corresponding amount.

In the event your credit card fails when we attempt a charge, we will try again periodically and promptly notify you and try again periodically. If we cannot successfully charge your card, we reserve the right to not send your Order. If we do send your Order, you are responsible for prompt payment.

4.3.1 Charge Timing for Subscriptions and Subscription Add-ons

We will charge for your first order at the time you complete setting up your account with a member of the Petchef team. Subsequent orders typically will be charged within 4-8 days before or after your next scheduled delivery, though timing may vary.

4.3.2. Charge Timing for One-time Purchases

One-time purchases not part of a subscription plan, such as when purchasing one of our treats, oils or other add-ons, or placed concurrently with a first subscription order, will be charged at the time the order is placed.

4.3.3. Changes or cancellations of Recurring Orders

CHANGES OR CANCELLATIONS OF AN UPCOMING RECURRING ORDER MUST BE RECEIVED BY 11:59PM GMT +8 (MALAYSIAN TIME) 3 WORKING DAYS BEFORE YOUR NEXT DELIVERY (for example, if your next delivery is on a Tuesday, you need to make changes by Thursday 11:59PM GMT +8 (Malaysian time) for the Tuesday Delivery).

If you happen to change your order by two weeks or more, your payment date shall also move by two weeks.  If you happen to cancel your order mid-cycle, you shall be granted a customer credit balance of the value of the outstanding deliveries.

If you happen to cancel the day of your delivery, we have the right to deduct the amount equivalent to the order in question. You are also invited to continue that monthly subscription’s orders and we will proceed to annul any renewal of your subscription thereafter.

4.4 Account Ledger

Your account may be associated with a ledger with a positive or negative balance. Balances may be created or earned through prepayments, unfulfilled orders, loyalty incentives or other offers or mechanisms we make available from time to time. Your balance may be negative if we are unable to process payment for an Order.

4.5. Pricing and Availability

All prices are shown in Malaysian Ringgit and applicable Taxes and other charges, if any, are additional unless explicitly stated otherwise. We reserve the right to adjust prices as we may determine in our sole discretion, at any time and without notice; provided, however, that if we change the amounts or other charges associated with your Subscription, we will provide advance notice of such changes in accordance with Section 3. We will not, however, be able to notify you of changes in any applicable Taxes. The shipment of a Subscription to you after our delivery of such notice will confirm your acceptance of such changes, unless you cancel your Subscription in accordance with the cancellation policies set forth herein. Note that if you request a recipe change, or make a recipe change, your price will likely change and you will not receive a notice.

All of our Products are subject to availability, and we reserve the right to impose limits on any Order, to reject all or part of an Order, to discontinue offering certain Products and to substitute Products (including, but not limited to, specific meal ingredients or entire meals) without prior notice. We strive to provide you with high-quality Products, and given the perishable nature of certain Products and market conditions beyond our control, we may be required to make substitutions from time to time. If you are not satisfied with a substitution, please contact us at [email protected]

4.6. Deliveries

We will be making deliveries according to the schedule agreed upon with the Petchef team member you spoke to upon creating your account and meal plan. For every delivery, you will receive an email and SMS 1 week and 1 day prior to Order delivery, stating the date and two-hour time slot for delivery. If there is a discrepancy between the agreed date and time of Order delivery, and the date and time on the notifications you receive, and you happen to not be at home to receive the Order, we will waive the re-delivery fee, and deliver to you within the following 48 hours of nondelivery.  

If you have not made payment by the date of Order delivery, regardless of payment method, we reserve the right to withhold handover of your Order until the payment has been made.

We send Orders for delivery through in-house and third-party carriers, and reserve the right to take a photograph of the delivery for proof and future reference of Order being fulfilled. You are responsible for inspecting all Products you receive for any damage or other issues upon delivery, including that the Product is at a refrigerated temperature. If completely unfrozen, the food had been freshly cooked the same day. If any issues with the products received, you are to report such issues within 48 hours of receiving order for the Petchef team to find an adequate solution where applicable. To maintain the quality and integrity of the Products, you should immediately freeze, and it is recommended to place 1 to 2 days of food in the fridge to thaw prior to serving your pet. From the time of delivery, the condition and consumption of the Products are solely at your risk, and you are solely responsible for the proper handling, preparation, storage, use and consumption of the Products following delivery.

If you are not at home when your delivery arrives, we will follow the special instructions provided for your account upon registering for our Product, and reserve the right to charge a re-delivery fee of a minimum of RM15 to send to an alternate location where applicable. We may use insulated bags for deliveries where you agree to have delivery left unattended, which carry an additional cost of RM10 per bag, granted your order is 4 kg or below, and delivery time is still during daylight time. If it is nighttime, we can leave the bag unattended sans insulated bag and charge, situation permitting. This is to assure you receive your order in good condition. In any case we will proceed only with your verbal or written consent, and we will not be liable for the safety or condition of order after we leave the order unattended, or as requested. We encourage you to provide specific delivery instructions, but we cannot guarantee that the third party carriers will follow them.

Given we do live in tropical climates, you should plan in advance for proper storage. Any individual at the delivery address who accepts a delivery from us is presumed to be authorized to receive such delivery. In cases in which you have designated an alternative receiver, such a person shall accept the delivery under all of the same terms and conditions that would apply had you accepted the delivery yourself.

WE RESERVE THE RIGHT TO CHARGE AN ADDITIONAL FEE IF OUR CARRIER CANNOT DELIVER A PACKAGE BECAUSE YOU PROVIDED IMPROPER INSTRUCTIONS OR THE CARRIER IS UNABLE TO LEAVE THE PACKAGE.

While we strive to provide the best customer experience possible, we are not liable for the actions or inactions of third party carriers. Please contact us as soon as possible if you experience an issue with the carrier.

IT IS YOUR RESPONSIBILITY TO NOTIFY US SAME DAY IF YOU DO NOT RECEIVE YOUR PACKAGE DURING YOUR SCHEDULED DELIVERY WINDOW. YOU CAN REACH OUT TO OUR CUSTOMER SERVICE NUMBER AT +6011 2843 6979.

In the case of inclement weather or other events beyond our control that interfere with our ability to deliver your Order, our carrier will attempt to deliver your Order as soon as reasonably possible. In the event that timely delivery is not feasible, we may retry, cancel your delivery for the period so affected and issue you a credit, or resend a new Order at a later date. We will do our best to work with your availability

In the case of public holidays, we reserve the right to move your delivery to an alternate date depending on the availability of both yourself and the carriers. You will receive a notification of upcoming deliveries 1 week and 1 day prior via email and SMS. If there is availability, we will deliver anyways on the holiday itself. You can always change your delivery date and time at this link

We may change our delivery zones at any time and without notice. To determine whether we deliver to a specified address please share an address with our Petchef team or email us at [email protected].

4.8. No Resale

You are not permitted to resell or otherwise use the Products for commercial purposes.

4.9. Money-back Guarantee

If your pet is not liking or is not adjusting to the meal plan after trying all the recipes available, trying our Pet Care Support suggestions for meal plan customisation, tried the use of our Salmon Oil, and goes through our Paws On Support program, we will give you a full refund of the first month of subscription with us. Just contact us at [email protected] within 10 days after the completion of the program, or within 4 weeks and 10 days from first delivery.

4.10. Service Charges

At our sole discretion, we reserve the right to charge service fees, including, but not limited to, the following circumstances: 

(a) Late changes. If you request a change to your order after our change cut-off (3 working days before delivery, as mentioned above) and we are able to accommodate your request; (for example if your delivery is Wednesday, you will need to notify us latest by the Friday prior, 11:59PM. If you submit a change that we can service after Friday 11:59PM, changes will incur a charge up to our discretion based on the kind of change request, starting at RM15.) If late changes are requested within 24 hours of the upcoming delivery, the late change fee will start at RM50. 

(b) If you request an order sent outside of our normal service area

(c) If you request a non-standard variation of our Product (also see: Customisation)

4.11. Food Amounts

If you are a Subscription customer, based on information you provide we send an amount of meal plan Product likely to meet the needs of your pet. However, every pet is unique and it is your responsibility to monitor their reaction to the Product and request any necessary adjustments. Our recommended portion sizes are based on you feeding only our Product, and we obviously cannot account for other food or treats that you feed without specific and accurate information from you. We are not liable for any issues arising with the Product if you mix with other foods or toppers that are not Petchef products. We are also not liable for the quality of the Product and reaction of the pet to the food if you decide to warm up prior to serving.

4.12. Health Conditions & Product Suitability

It is your responsibility to verify whether our Products are suitable for your pets and to inform us if your pet has any health issues, including allergies. We are not veterinarians and DO NOT offer veterinary advice. We make NO REPRESENTATIONS about the suitability of our Product for your specific pet, and disclaim all liability associated with any adverse reactions. If you are concerned about whether our Products are suitable for your pet, please consult with your veterinarian. 

Please also take note that our Product has an expiry of 3 months, just like human-comestibles kept in the freezer the whole time. If Product is kept in the fridge, no longer than 4 days. We are not liable should you feed your pet the food outside the Product’s valid consumption times.

4.13. Returns and Credits

We do not accept returns of perishable Products or opened items unless the Product condition requires further investigation by our team. Refunds may be made at our discretion in the event of any problems with the Products.

For any issues or complaints regarding the food quality, please share as many details as possible, including photo evidence, a description of date and time, condition, pet’s reaction, number, size and recipe of packets affected. Without sufficient evidence, a credit or other solution will not be granted. With sufficient evidence, you are entitled for a free replacement delivery of the portion of the Order affected. 

Our processes that go behind creating our Products are a combination of machine and hand. If the pieces happen to be of irregular size, please take a picture and send to us at the Petchef Customer Service phone number or at our support email [email protected] to investigate and find a solution. Our sizing is standard for all packet sizes, if unhappy with the sizing we suggest:
(a) blending / cutting at home to avoid extra charges
(b) paying a customisation fee to assure the sizing / texture you want.

Please take note that if you are indeed applicable for a credit or refund (if applicable) of any kind, it can take between 5 to 10 working days for the money to reach your account. 

4.14. Customisations

Customisations constitute as an inherent change to all or any of the Meal Plan Recipes (or ‘Products’) upon your request, given your pet’s preferences of medical needs. At our sole discretion, we reserve the right to charge additional fees, including, but not limited to, the following circumstances: 

(a) removing any ingredient, including broth, and excepting herbs and oils. All replaced ingredients will be by default replaced with the main protein source of the recipe, which will incur a 30% customisation fee on top of the regular price;
(b) adding any toppers or vitamins (for example, eggshell powder, green-lipped mussel extract, etc.)  which would incur a price subject to the type of topper requested;
(c) blending or cutting ingredients into smaller pieces, which would incur a 30% customisation fee.

5. Liability

YOU ARE SOLELY RESPONSIBLE FOR THE PROPER AND SAFE HANDLING, PREPARATION, STORAGE, USE AND CONSUMPTION OF THE PRODUCTS YOU RECEIVE FROM US. YOU ACKNOWLEDGE THAT WE HAVE NO LIABILITY WHATSOEVER FOR HUMAN CONSUMPTION OF PRODUCTS DESIGNED FOR PETS. YOU ARE ALSO SOLELY RESPONSIBLE FOR KNOWING ABOUT ANY FOOD ALLERGIES YOU OR YOUR PET MAY HAVE AND VERIFYING THE PRODUCTS AND THEIR CONTENTS BEFORE YOU OR YOUR PET HANDLE, PREPARE, USE OR CONSUME SUCH PRODUCTS. 

WE ATTEMPT TO DISPLAY THE PRODUCTS AND OTHER MATERIALS AND INFORMATION YOU VIEW ON THE SITES, INCLUDING PRICING AND NUTRITIONAL INFORMATION, AS ACCURATELY AS POSSIBLE. HOWEVER, WE DO NOT GUARANTEE THE ACCURACY OF SUCH MATERIALS AND INFORMATION AND ARE NOT RESPONSIBLE FOR ANY CLAIMS ARISING OR RESULTING FROM YOUR RELIANCE THEREON. IN THE EVENT OF AN ERROR ON OUR SITES, IN AN ORDER CONFIRMATION, IN PROCESSING OR DELIVERING AN ORDER OR OTHERWISE, WE RESERVE THE RIGHT TO CORRECT SUCH ERROR AND REVISE YOUR ORDER ACCORDINGLY (INCLUDING CHARGING THE CORRECT PRICE) OR TO CANCEL YOUR ORDER AND ISSUE YOU A REFUND. YOU FURTHER AGREE THAT THE PRODUCTS AND OTHER MATERIALS YOU RECEIVE IN YOUR ORDER MAY VARY FROM THE PRODUCTS AND MATERIALS DISPLAYED ON THE SITES DUE TO A NUMBER OF FACTORS, INCLUDING, WITHOUT LIMITATION, SYSTEM CAPABILITIES AND CONSTRAINTS OF YOUR COMPUTER, MANUFACTURING PROCESS OR SUPPLY ISSUES, THE AVAILABILITY AND VARIABILITY OF PRODUCTS, DISTINCT COOKING OR OTHER PREPARATION METHODS AND VARIABILITY OF COOKING EQUIPMENT AND APPLIANCES. THE SITES MAY CONTAIN INFORMATION ABOUT PRODUCTS THAT ARE NOT AVAILABLE IN EVERY LOCATION. A REFERENCE TO A PRODUCT ON THE SITES DOES NOT IMPLY OR GUARANTEE THAT IT IS OR WILL BE AVAILABLE IN YOUR LOCATION OR AT THE TIME OF YOUR ORDER.

We reserve the right to change any and all Content and to modify, suspend or stop providing access to the Sites (or any features or functionality of the Sites) and the Products at any time without notice and without obligation or liability to you. Reference to any products, services, processes or other information by trade name, trademark, manufacturer, supplier, vendor or otherwise does not constitute or imply endorsement, sponsorship or recommendation thereof, or any affiliation therewith, by us.

6. Modifications to the Sites and Products

We reserve the right in our sole discretion to modify, suspend or discontinue, temporarily or permanently, the Sites (or any features or parts thereof) or the provision of the Products at any time and without liability.

7. Termination

Notwithstanding anything contained in these Terms, we reserve the right, without notice and in our sole discretion, to terminate your right to access or use the Sites and to order, receive and use the Products, at any time and for any or no reason, and you acknowledge and agree that we shall have no liability or obligation to you in such event and that you will not be entitled to a refund of any amounts that you have already paid to us, to the fullest extent permitted by applicable law.