1. Customer Acceptance

The Barkmate Behavioural Solutions website is owned and operated by Bridges Business Group Pty Ltd (ACN 123 177 453), trading as Barkmate and Barkmate Behavioural Solutions, and hereforth referred to as 'Barkmate' for the remainder of this document.

By using the Barkmate website, you agree to all Terms, Conditions and Policies outlined on this page, and elsewhere on the website. Furthermore, when you place an order on the website, you are acknowledging that you have read, understood and agreed to these Terms, Conditions and Policies.

Barkmate reserves the right to amend the Terms, Conditions and Policies at any time, and without notice. Your obligation as a visitor and/or customer is to keep up to date with the Terms, Conditions and Policies before using the website or placing an order from the website.

 

2. Products

Barkmate agrees to maintain information and representation of our product range to the best of our abilities. The visitor and/or customer agrees that such information and representation may differ on occasions, with no deliberate deception intended.

2.1. Product Images

Photographs and images displayed in regard to certain products may differ from the products received when ordering. Products are subject to changes in size, colour and components, according to manufacturing standards. While Barkmate will endeavour to notify of changes in products to the best of our abilities, we may not always be able to provide such information.

2.2. Product Safety

All products are manufactured with the safety of the end user in mind. Citronella-based products are manufactured to be non-allergenic and CFC limited/free.

Suitability of products is mentioned to the best of our abilities on each individual product page. However, we cannot guarantee suitability or effectiveness of the product for each individual dog without prior consultation.

By purchasing without prior consultation, you assume any and all liabilities and risks associated with the product and its use on your individual pet(s).

2.3. State Legislation

The purchase, ownership and use of Vibration and Citronella-based correction/training products is approved and legal in all Australian states.

2.4. Conditions of Use

Barkmate sells leading brand high-quality products strictly for their intended purpose, and does not support or condone the modification or misuse of any product outside of its manufacturer instruction guidelines.

All warranties and guarantees are valid only when manufactuer and retailer-provided instructions have been read, understood and abided by.

Any use or modification of the product outside of said instructions immediately voids all warranties and guarantees. Any damages incurred by the product, the user and/or their pet during misuse becomes the user's financial and legal responsibility.

2.5. Warranty Terms & Periods

Citronella-based products carry a standard warranty period of one (1) year, unless otherwise stated on the product's page, or included documentation. Barkmate may offer extended warranties at its discretion, or extended warranties may be purchased for an additonal fee within the original warranty period.

Vibration-based products carry a standard warranty period of one (1) year, unless otherwise stated on the product's page, or included documentation. Barkmate may offer extended warranties at its discretion, or extended warranties may be purchased for an additonal fee within the original warranty period.

Warranties cover the replacement and/or repair of products found faulty through manufacturer error. Warranties do not cover consumable items such as collar straps, probes, washers, batteries, refills or anything but the main unit itself.

Warranties do not cover damage sustained by accident or deliberate misuse. All postage costs incurred when lodging a warranty claim are the sole responsibility of the customer.

Warranties are valid for the length of time stated above, effective as of the invoice date at original purchase.

2.6. Effectiveness Ratings

Barkmate provides personal effectiveness ratings for each product where possible, but these ratings should only be considered a guideline. Each product's effectiveness in your individual situation may vary.

Barkmate's effectiveness ratings are evaluated through personal use and customer feedback, and as such are not intended nor claimed to be based on controlled scientific study or third-party findings.

Barkmate makes no claims of 100% effectiveness on any of its products. By purchasing from the website, the customer agrees that risk of ineffectiveness has been understood, no matter how small. The customer agrees to take responsibility for the ineffectiveness of any product that is tested and found to be in satisfactory working order at the time of use.

 

3. Ordering

All orders placed by the customer are legally considered a firm offer and intention to purchase a particular product for the stated price, including all postage costs and subsequent taxes. The customer agrees to only make such a purchase once the details of these Terms, Conditions & Policies have been read and understood.

3.1. Product Pricing

Barkmate reserves the right to alter the price of any product, component, accessory or shipping service at its discretion, and without any prior notice. Such alterations to a product/s price will not affect previously placed orders, or orders currently in the processing stages when the change is made.

Barkmate agrees that the contract of sale is finalized once payment has been received and products have been shipped. Barkmate agrees that the customer incurs no further costs from that point forward in relation to the products received.

The customer agrees that the contract of sale is finalized on receipt of products. However, the customer also agrees that the financial value of a transaction cannot be disputed after such time as they have agreed to a total price and made payment. The customer waives their right to seek refunds or price adjustments after this point.

3.2. Price Beat Guarantee

Barkmate offers to conditionally beat the price of a lower-priced competitor by a sum of not more than 5% of the total transaction value.

The customer agrees to provide proof of the lower price, and to ensure the scenario meets Barkmate's relevant offer guidelines and conditions.

The 5% price beat guarantee applies to the total order value, including postage. If the other retailer can ship the same product to your door at a lower total cost, then that's the price Barkmate agrees to beat. The grand total of the order from the competitor, including postage, must be presented in writing on request.

The competing retailer must be a fully Australian business, based in Australia, and selling the exact same products, brand new and with full Australian warranties and guarantees for the same or greater warranty terms as Barkmate.

The price must be a fixed price, and does not include reduced prices in the event of a sale, secondhand/refurbished goods or products sold lower by chance at auction.

3.3. Payment Methods

Barkmate accepts Visa, MasterCard, American Express, JCB and Diners Club credit/debit card payments. All payments of this type are processed securely by our third party affiliates, St George and EWAY.

Barkmate accepts PayPal payments, utilising existing funds from the customer's existing PayPal account, or funds drawn from an alternative source on file in association with the account in question.

Barkmate accepts Bank Transfers and Direct Deposits into an established St George business banking account. Correct details are provided at the time of purchase, and the customer agrees to assume any and all losses in the event of entering incorrect or revised information differing from that supplied by Barkmate.

Barkmate accepts Cheque and Money Order payments, utilising funds drawn from the customer's bank account or cash source. The customer agrees that order processing and shipping will not begin until such time as the payment has cleared for the total amount.

The customer also agrees to provide financial compensation to Barkmate in the event of bounced or illegitimate Cheques and Money Orders, including any and all transaction and dishonour fees incurred by Barkmate as a result. Barkmate agrees that such financial compensation sought will be no greater than the sum total of said fees and charges.

3.4. Limitation of Liability

The purchase, ownership and use of Vibration and Citronella-based correction/training products is approved and legal in all Australian states. If for some local government policy that forbids the use of these devices, overriding State or Federal law, the purchaser agrees that they have thoroughly researched the policies in their area and are abiding by them. Barkmate will not be held liable for the purchaser failing to do their research before the commencement of the transaction.

3.5. Processing Times

The customer agrees that Barkmate provides reasonable and accurate processing time assessments, and agrees that the actual processing time may vary.

Most products listed as 'In Stock' will be despatched within one business day of final total payment being received. Products listed as 'Out Of Stock' can be reasonably assumed to despatch within 6 to 12 working days from the time payment is received. In the event of delays, Barkmate agrees to notify the customer and provide the option of cancelling the sale for a full refund.

Orders are processed during business hours from Monday to Friday. Orders received before 2:00PM AEST will generally be despatched same day. Orders received after that time will be despatched the next business day.

Barkmate does not ship orders on the weekends or public holidays. Orders received from 2:00PM on Friday until 9:00AM on Monday may not be despatched until that Monday afternoon. Orders placed on or before a public holiday will be despatched on the next business day.

3.6. Pre-Orders

Barkmate accepts pre-orders on products listed as 'Out Of Stock'. A pre-order purchase is not considered in effect until such time as full and final payment has been received. Future product stock will not be allocated on a 'reserved' basis.

The customer agrees that when placing a pre-order, they are acknowledging that they are aware of the nature of the pre-order and the estimated waiting times related to the pre-order. The customer also agrees that such a sale is legally binding and final if the conditions surrounding the order are met satisfactorily by Barkmate.

In the event of unforseen delays, Barkmate agrees to contact the customer with the option to cancel the sale for a full refund. If the customer continues with the purchase, they waive their ability to seek compensation or price adjustments.

3.7. Security

Barkmate agrees to provide safe and secure payment facilities when contained within the Barkmate website.

All third party payments (Visa, MasterCard, American Express, JCB, Diners Club, PayPal) are processed independently of Barkmate, and the customer agrees to the terms and conditions surrounding transactions provided by the third party processor.

3.8. Privacy

Barkmate keeps record of all transactions in a secure database, accessible only by employees and contractors of Barkmate. No financial information is recorded. All other details surrounding the purchase will never be sold, leased or given to any third party source without the expressed or written permission of the owner.

 

4. Postage

Barkmate posts all parcels by secure and trackable methods, but no guarantee can be made for the safe and timely arrival of parcels once they leave our hands.

4.1. Postage Costs

Postage is based on a flat rate, according to the total price of the order, as follows:

- Regular Registered Post = $5.00

Postage costs and terms are non-negotiable

4.2. Postage Methods

Barkmate uses Australia Post's 'eParcel' service for posting all static correction products, while all citronella based products are shipped strictly by ground-only delivery methods.

4.3. Postage Timeframe

For the majority of our products, delivery can be reasonably expected within 3-7 business days of despatch.

Barkmate agrees to provide the customer with a tracking number for their shipment once it has been despatched.

4.4. Express Post Next Business Day Delivery Networks

Due to the 'Dangerous Goods' nature of our products for transportation, Barkmate does not offer an Express service at this time.

4.5. Out Of Stock & Pre-Orders

Barkmate agrees to notify the customer of any changes to the expected processing and delivery times anticipated for out-of-stock and pre-order items, including the option to cancel the sale if the revised date is unsatisfactory for the customer.

Barkmate agrees that all out-of-stock and pre-order items will ship within 24 hours of their arrival in stock inventory.

4.6. Limitation of Liability

The customer agrees that by providing a trackable method of shipping on all products, Barkmate will not be liable in the instance of lost or late shipments. In the event of a lost or late shipment, Barkmate agrees to provide the customer with all possible assistance in locating the package/s to the best of their ability. The customer agrees that any compensation sought for lost or missing shipments will be directed towards the shipping provider.

 

5. Returns

Barkmate accepts product returns under limited circumstances, and only with approval prior to the return of said products.

5.1. Refunds & Returns

Barkmate provides full refunds on unopened items returned within 30 days of invoice date.

Barkmate provides partial refunds on opened and used goods returned within 30 days of invoice date.

Partial refunds will be less the amount of replacing consumables that cannot be re-sold under health and safety laws, as well as the cleaning and servicing of the product. The replacement of said components, and the cleaning and servicing provided, will not be more than the sum wholesale total of said parts and services. Upon refund, the customer will be notified of deductions in the form of an itemised list.

Barkmate agrees to exchange or upgrade where possible, or provide store credit when a suitable product cannot be found.

5.2. Refund Exceptions

There are no exceptions on the refund policy. Exchanges, repairs and upgrades will be assessed in the event of ineffectiveness or product fault.

5.3. Performance Trial Exchanges & Upgrades

Barkmate agrees to provide an exchange on the same item, at no further cost, only if the item has been assessed as faulty through manufacturer error.

Barkmate agrees to provide, at its discretion, the opportunity for an upgrade to a superior product, if available, at no more than the stated price difference between products on each product's information page.

The option to upgrade is valid for a Performance Trial period of 14 days from the initial date of purchase on the original product.

5.4. 14 Day Performance Trial Exceptions

The customer agrees that when sending back merchandise assumed to be faulty, they have taken all steps and precautions advised by Barkmate to ensure that the item is actually faulty. Some products may simply require troubleshooting tasks to be performed to restore the product to working condition.

The customer agrees to first contact Barkmate to arrange a return for exchange or upgrade. Only after approval has been given for the product's return can the product be sent back. If a return has not been approved in writing, Barkmate reserves the right to refuse the return and have it sent back at the customer's expense.

Products returned for exchange or repair will first be assessed to verify claims. Products found to have been damaged through anything other than manufacturer error will incur a full service charge.

The customer agrees to return all components of the product, including straps, washers, probes, batteries or any other component included at the time of delivery in as-new condition, allowing for minor reasonable wear and tear. Barkmate reserves the right to refuse a return when all components have not been returned in reasonable condition.

Barkmate also reserves the right to refuse an upgrade in the instance of unrealistic expectations and refusal to follow troubleshooting advice and recommended training instructions for the advised period of time.

5.5. Warranty Claims

Warranties cover the replacement and/or repair of products found faulty through manufacturer error. Warranties do not cover consumable items such as collar straps, probes, washers, batteries or anything but the main unit itself.

Warranties do not cover damage sustained by accident or misuse.

Warranty claims will take an average of 5-10 business days to assess, replace/repair and return to customer. If the process is determined to require more time than the average, Barkmate agrees to contact and inform the customer of the delay.

5.6. Defects

All products are personally tested by Barkmate to be in correct manufacturer's working order when leaving for shipping.

Barkmate acknowledges that faults due to manufactuer error can still occur after initial inspection.

The customer acknowledges that such faults will first be investigated before an exchange or repair is granted at Barkmate's expense. The customer also acknowleges that any defects found to have been incurred by accident or misuse will be applicable for a full service fee.

5.7. Risk

The customer agrees that any items that are returned through the standard mail system are sent at their own risk. Barkmate recommends the use of trackable mail types or the use of a courier when returning products on a warranty claim. The customer agrees that Barkmate will not be liable for damaged or misplaced items occuring during the return process of a warranty claim.

5.8. Disputes

The customer acknowledges that by using this website and/or purchasing from Barkmate, they agree that they have fully read and understood the terms and conditions prior to use and/or purchase.

In the event of a dispute over terms not previously covered in these terms, conditions and policies, the customer agrees to be bound by Queensland consumer law and that any dispute that may arise will be settled within the Queensland jurisdiction.

5.9. Postage Costs - Returns

Packaging and Postage costs are not refundable. Customers agree that they do not pay Barkmate to post their orders -- they pay Barkmate to pay Australia Post for a service rendered at Barkmate's account rates. Any dissatisfaction incurred in the process should be addressed to the postage provider.

 

6. Service & Repairs

Barkmate uses qualified service and repair technicians to assess and remedy faults and defects incurred during the manufacturing process.

6.1. Repairs

Barkmate agrees to repair any product found to be faulty through manufacturing flaws, at no additional expense to the customer.

Barkmate also agrees to compensate the customer's cost of postage to return the faulty product if the product is found to be faulty through manufacturer flaw or error. However, Barkmate will not compensate for the return postage costs of products damaged by accident or misuse, or products returned for an arranged upgrade.

6.2. Repair Exceptions

Products found to be damaged through misuse or accidental breakage will be repaired for a service and parts fee to be agreed upon by Barkmate and the customer.

Barkmate agrees to contact the customer to obtain expressed or written permission before making any repairs or alterations to the product that would incur an extra fee.

6.3. Exchanges

Barkmate agrees to exchange a product that is found to be defective from manufacturing fault/s in the instance that the product is beyond repair.

6.4. Exchange Exceptions

The customer agrees that exchanges will not be granted without Barkmate first performing all relevant tests and procedures to determine the fault/s, and attempting repair. Only after such time as all repair options have been exhausted will Barkmate replace the defective item for a new item of the same make and model.

6.5. Postage Costs - Returns

Packaging and Postage costs are not refundable. Customers agree that they do not pay Barkmate to post their orders -- they pay Barkmate to pay Australia Post for a service rendered at Barkmate's account rates. Any dissatisfaction incurred in the process should be addressed to the postage provider.

 

7. Website

The Barkmate website is designed to provide as much information as is available to the consumer on all products offered for sale by Barkmate. Barkmate also provides secure methods of ordering said products through the website.

7.1. Website Security

Barkmate's website is hosted on a secure password-protected server that is inaccessible by anybody but Barkmate employees and authorised web hosting technicians.

Credit card orders are encrypted and processed by St George Bank, using the EWAY payment gateway, under the protection of an Identity-Assured SSL certificate.

Paypal orders are handled by Paypal's secure third party server, which exceeds the current safety and privacy needs and regulations of a merchant account provider. The customer's private contact and financial details are at never at risk of being viewed by anybody but authorized Paypal employees.

Non-credit card orders are sent through encrypted processes and are at no time accessible by anybody but Barkmate employees. All details are kept secure in password-protected databases. No financial information is ever kept on file.

7.2. Privacy

Barkmate agrees to respect the privacy of customers and any and all information provided to us during business transactions. The information supplied to Barkmate will not be distributed to any other company or mail order distribution list.

Customer details, whether provided via the website or any other means, are stored on password protected computers, ensuring the privacy and protection of your information.

The customer agrees that, on infrequent occasions, they may receive marketing emails from Barkmate. To opt out of the marketing list, please reply to the received email with 'unsubscribe'.

7.3. Viruses

Barkmate agrees to take all possible care to ensure that information presented on this website is free of Viruses, Trojans or Spyware. However, the customer agrees that they have also taken necessary precautions to ensure that their computer is secure and protected against these malicious programs.

Barkmate will not be held liable for damage caused by viruses, trojans or spyware on the customer's computer if the customer does not have adequate antivirus and spyware protection in place.

7.4. Third Party Links

The links on the Barkmate website are provided for your information and to assist you in the selection of the product which best suits your needs. The websites linked to are not maintained by Barkmate, and thus cannot be guaranteed for the accuracy, ownership or any other aspect of the information contained on those websites.

Barkmate will not be held liable for damage caused by viruses, trojans or spyware on the customer's computer that are received purposefully or accidentally from third party links.

7.5. Limitation of Liability

Barkmate will not be liable for direct, indirect, incidental, special or consequential losses or damages resulting from use of the website or inability to use the website, even if Barkmate has been warned prior of the possibility of such losses or damages, including, but not limited to:

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      - Loss of profits, loss of data or other intangibles
      - Costs associated to obtaining substitute products
      - Costs or damages resulting from and/or related to products purchased or obtained from Barkmate
      - Corrospondence received or information/financial transactions entered into through the Barkmate website, or third party links
      - Damage from and/or related to any information contained on this website.
      - Any imposed liability shall be limited to the agreed and revised exchange of information or goods, as outlined in other parts of these
         terms, conditions and policies