Terms of service

The whole document forms the Terms and Conditions of using our website (the “Website”). These Terms and Conditions govern you - a customer (potential, past or current) and/or a viewer of the website (“you”, “your”) relationship with PUPHAVEN (“Us”, “We”, “Our”), your Logged in pages (the functional areas of the Website, pages at www.puphaven.com, where you can edit information and add information bespoke to you), orders and/or subscriptions you make with us (the “Products”) via the website and all Communications (including but not limited to emails from us to you, printed materials, labelling particulars on the Products)

You should read these Terms and Conditions carefully before using the Website. By using this site, you signify your acceptance of our terms and conditions. If you do not agree with These terms and Conditions, please do not proceed with any further access on the website and exit our website immediately. Do not set up an account, login to and/or enter information, and do not order / subscribe to any services and/ or products from PUPHAVEN should you not agree with these Terms and Conditions. Those who access the site do so on their own initiative and are responsible for compliance with local laws where they are applicable.

We seek to make the Website as accessible as possible. If you have any difficulties using the Website, please contact us at woof@puphaven.com.

Your use of the Website means that you must also comply with our Privacy policy and our Cookie policy, where applicable.


When using our website functions (including the consultation feature where you enter details about your dog), using the Logged In Pages or emailing us you are communicating with us electronically. You consent to receive communications from us electronically. All information, disclosures, notices and agreements we communicate to you via email or via the website are considered in writing.

By giving us your email address (by voluntarily creating a user account with us, and / or purchasing products through us) you consent to receiving electronic communication directly from us. This communication can be directly related to your purchase or direct marketing from us.


To purchase products, you will be required to register with us on our Website. Registering on our Website will generate a User Account (“User Account”, “Account”, a unique username) for you and your dog(s). This will provide you access to the Logged In Pages. To register with us, you must be 18 years of age or over on the date of registering. You must ensure that all details you provide us, via the Logged in Pages or any other communication (including email) are accurate and complete. You must promptly update the information through the Logged In Pages if there are any changes at all. This includes your payment details. If payments are unsuccessful, we are unable to process your order. If you require the changes to take effect prior to your next order please update the necessary information at least 24 hours before your order shipping date - This information will be displayed on your Logged In Pages. All personal and payment details are governed by our Privacy Policy. You can access the details of your subscription and / or orders with PUPHAVEN by logging into your User Account and clicking the relevant section of the pages. You agree not to impersonate any other person whilst using our website. You also agree not to conduct yourself in an offensive, illegal or immoral manner whilst using our website. You may not use our site for illegal

purposes or in any way that may damage the brand name or reputation of PUPHAVEN. We reserve the right to prevent or suspend your access to the Website if there are any non-compliance with any part of these Terms and Conditions, policies or any applicable law.

Registering with us on our Website will require you to create a secure password that is associated with your User Account. You are responsible to provide accurate information on your Account and for all purchases made by you. Should there be any at all suspicion of unauthorised access to your PUPHAVEN account, You must notify us immediately. For security verification purposes you may be asked for confirmation of your details if you contact us to discuss matters relating to your account. You are responsible for keeping your account details confidential.


In order to purchase any products, make any orders or subscribe to any meal plans with PUPHAVEN, You must have an account. Note that correct, accurate and valid card details must be entered on your user account.

When You register an account and select a delivery schedule with Us, you will automatically be subscribed to a regular order of products, including the Personalised Meal Plan, on a monthly-basis, from PupHaven.com. Note that the Personalised Meal Plan changes over time in content, composition and specific feeding instructions for your dog based on specific factors, including, but not limited to, their age, breed, activity level, data and feedback provided by You through your user account.

The total price paid by You for the Personalised Meal Plan is the price of the specific meal plan in each specific order calculated on the day your order is processed, plus tax where appropriate. This cost breakdown will be displayed on the website prior to You confirming the order. At this point, You will have the option to modify your details

and the details of your dog prior to progressing with the purchase. The total price of your next and past orders will be available to view in the Logged In pages. Do note that PUPHAVEN reserves the right to vary the contents of your order without notice and at our sole discretion.

You can manage your orders with Us through your Logged In pages. Your subscription to Our Meal Plans will remain in place unless cancelled. The cancellation process can be conducted through your Logged In pages. Any changes that you make to your account pertaining to the details of your dog and others through the Logged In pages may change the price of your order, PUPHAVEN will display this updated price to you once you have submitted these changes.

The charge for the total price will be charged to the payment card that you have inputted in your account at the time of the Order Processing for each specific order. Your subscription to any Personalised Meal Plan will remain in effect until it is cancelled by you. If you cancel a Personalised Meal Plan and reactivate at a different time, the price for the Personalised Meal Plan subscription may be a different price than the price in effect for the plan at the time of cancelling the Personalised Meal Plan.


Products ordered from us can be delivered to addresses within Malaysia and Singapore. Products will be delivered via our third-party courier. Proof of delivery is only obtained under some circumstances. Delivery dates for your first delivery are selected by you prior to confirmation of your first order. Future deliveries will be on a regular schedule that is visible to you in the Logged In Pages for your account. Note that actual delivery may vary depending on circumstances out of our control but we would always provide you with necessary additional quantities to avoid any downside from delays in deliveries. You agree to not hold us responsible for any

delays out of our control and will report missing or undelivered orders by emailing us at woof@puphaven.com

Ensure that your address and contact details are kept up to date in your Logged In Pages.

Note that all sales are final, and that cannot be returned, refunded, or exchanged. However, if there are any at all unsatisfactory with your PUPHAVEN orders, and wishes to return any products, email us at woof@puphaven.com from the email address registered with us. Include details of the product that you wish to return and a reason for such return. Please do so within 7 days of receiving your orders from us.

  • Should we require the goods to be returned to us, we will communicate to you and explain how this will be done. Take reasonable care of the goods whilst in your possession prior to any return.
  • If a fault is agreed on our part, and/or refund agreed, we will arrange so within a reasonable period of time. It can take up to 10 working days from the time of agreement for the payments to be credited to your account.


You can cancel your subscription at any time, through your Logged In Pages. Find out more on this in the FAQ. The estimated shipment date for upcoming orders will be visible on your Logged In Pages. Should there be any cancelation, it must be done 72 hours before the shipment date of your orders. Orders will be processed and charged if your cancellation is done on or after your shipment date.


We may offer new and/or existing customers special offers from time to time. Introductory offers are only available to new customers. Previously registered users will not qualify for any introductory offers, unless specifically expressed by us. Previously registered users refers to any combination of (a) An existing account with PUPHAVEN, (b) A delivery address. PUPHAVEN reserves the right to cancel any promotional offers, special offers, introductory offers or discounts at any time without notice. Promotional offers and discounts are available for limited time periods only. To redeem any offers, the user will be required to register an account with us with a valid payment and delivery details. Except where otherwise stated, discounts and promotions are not eligible for use with any other offers.

After any offers or promotions you will be charged the full price for your subsequent orders until another applicable and valid offer is applied.

The Refer A Woof scheme allows existing PUPHAVEN customers to share their unique Refer A Woof codes with their friends to enable our existing customers to enjoy rebates on their orders. The Refer A Woof codes can only be used by new customers who are not previously a PUPHAVEN customer. By sharing your code, you agree to share your first name and your dog’s name with the party who uses your code. Once you have referred a friend using your unique Refer A Woof code, and your referred friend has signed up using your code and their orders delivered, you will be entitled for a 10% discount on your next PUPHAVEN order (unless otherwise stated). You are able to refer an unlimited number of friends and will be entitled for the 10% discount on the price of your order. You will be given credits in your account which will automatically be deducted from your next order should you successfully refer more than 10 friends within the month (10 successful referral will equate to 100% rebate for your order, subsequent rebates will be carried forward to your next billing). Any unclaimed rebates from an account which is canceled will be immediately removed. We reserve the right

to pause your Refer A Woof code should we detect any abuse of this scheme. Rebates are not eligible to be redeemed as cash in any scenario.



The Website and all intellectual property rights are owned by PUPHAVEN. This content includes text, image, video, audio or any other contents, software or information or material. Intellectual property includes logos, trademarks, trade names, domain names, database rights patents, design rights, copyright and all other intellectual property rights of any kind whether or not they are registered or unregistered. Through the use of the Website, or as a recipient of the Communications, you agree to respect these copyright and intellectual property rights. You may not copy, download, transmit, reproduce, print or reproduce in any means any materials contained within the Website for commercial purposes unless permitted by PUPHAVEN. You must not modify the copies of any materials you have printed off or downloaded in any way. You must acknowledge our status as the content creator. Nothing in these Terms and Conditions grants you any legal rights in the Website.

From time to time, you may see links to external websites which are intended for your convenience only. We accept no legal responsibility for any content or information produced or contained in these external websites. The links and references to any third party website certainly does not signify our endorsement. Your use of a third party site may be governed by the terms and conditions of that third party site.

You may use links to our website provided you do so in a fair and legal way and do not damage our reputation. You must not establish a link in such a way as to suggest any form of association, approval or endorsement unless prior approval was obtained from

  1. We reserve the rights to request removal of any links to our website that you create and publish.

Links to our Website from other Websites or Publications are for information purposes only. We hold no responsibilities for the content of such Websites or Publications and will accept no liability in any way.

We accept no liability for the content and functions contained on the Website or in our Communications. While the availability for use of our website is our utmost priority, we do not promise that the Website is available at all times and we make no warranty that guarantees in any way that the website will operate uninterrupted or error-free. We may suspend or terminate operation of the Website at any time as we see fit. We do not warrant that the site is compatible with all computers or mobile device softwares and equipment. We take internet security very seriously and work towards making sure that the Website is accurate, current and free from bugs but we do not guarantee that the Website and its server is free of errors, viruses, worms, Trojan Horses or any other malicious software. We shall not be liable for any damages you may suffer as a result of such destructive and unintended features. Should any circumstances out of our control arise, we will not be deemed to be in breach of contract or of these Terms and Conditions. We warrant that the products and / or services we provide will be of satisfactory quality and fit for its purpose. This warranty is in lieu of all other warranties, expressed or implied.

You acknowledge that your use of this site and its content is at your own risk. You acknowledge that the feeding guides provided by us are intended as a guide only. It will be your responsibility as a pet owner to monitor your pet's weight and condition, and to let us know any changes in either weight or condition as these may impact our recommended feeding guide for your pet. Please consult your vet should you have any concerns about your pet's weight and condition. We have no liability to you or any third party for any direct, indirect or consequential losses or damages.

In the event where any provisions of these Terms and Conditions becomes invalid or contravenes applicable regulations, the remaining provisions will not be affected. No waiver by us or breach of the Terms and Conditions shall constitute a waiver of any other form. Failure by us to exercise any remedy shall not constitute as a waiver of the right to exercise that or any other remedy