Terms of service

Terms of Service

Last updated: 10 June 2026

These Terms of Service ("Terms") govern your access to and use of the website fidelo.co.za (the "Website") and the purchase of any products from Fidelo ("Fidelo", "we", "us" or "our"). By accessing the Website or placing an order, you ("you", "the customer" or "the user") agree to be bound by these Terms. If you do not agree, please do not use the Website.

These Terms are intended to comply with the South African Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA") and the Protection of Personal Information Act 4 of 2013 ("POPIA"). Nothing in these Terms is intended to limit or exclude any right you have under those Acts that cannot lawfully be limited or excluded.

1. Who we are (ECTA section 43 disclosure)

     
  • Trading name: Fidelo
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  • Legal entity: Arian Grobler, trading as Fidelo (sole proprietor)
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  • Place of business: Rooiels no 3, Renosterbos Estate, Hartenbos, Western Cape, 6520, South Africa
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  • Email: fidelo.support@gmail.com
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  • WhatsApp: +7 700 800 1637
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  • Website: https://fidelo.co.za

2. Definitions

     
  • "Goods"/"Products" means the pet and pet-accessory products offered for sale on the Website.
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  • "Order" means your request to purchase Products through the Website.
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  • "Business day" means any day other than a Saturday, Sunday or official South African public holiday.

3. Acceptance and changes to these Terms

By using the Website or placing an Order you confirm that you accept these Terms and that you have the legal capacity to enter into a binding agreement. We may amend these Terms at any time by posting the updated version on the Website. The version in force at the time you place an Order applies to that Order.

4. Eligibility

You must be at least 18 years old and able to enter into a legally binding contract to place an Order. Persons under 18 may use the Website only with the involvement and consent of a parent or legal guardian, who will be responsible for the transaction.

5. Products, descriptions and pricing

     
  • We take reasonable care to describe and price Products accurately. Product images are for illustration; actual colours, sizes and packaging may vary slightly.
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  • All prices are shown in South African Rand (ZAR). Fidelo is not currently registered for Value-Added Tax (VAT) and therefore does not charge VAT on its Products.
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  • Prices, promotions and product availability may change without notice.
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  • In the event of an obvious pricing or description error, we are not obliged to fulfil an Order at the incorrect price and may cancel it and refund any amount paid (see clause 7).

6. Orders and formation of the agreement

Your Order is an offer to purchase. We will send an order confirmation email acknowledging receipt of your Order. A binding sale agreement only comes into existence once we accept your Order and dispatch the Products. We reserve the right to decline or cancel an Order before dispatch (for example, where stock is unavailable, payment is not received, or an error has occurred), in which case any payment received will be refunded.

7. Payment

     
  • Payment must be made in full at checkout using one of the payment methods offered on the Website.
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  • Payments are processed by third-party payment providers. We do not store your full card details. Your use of a payment provider is subject to that provider's own terms.
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  • We reserve the right to take reasonable steps to verify and authenticate payments and to withhold dispatch until payment has cleared.

8. Shipping and delivery

     
  • We deliver within South Africa and to selected international destinations shown at checkout.
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  • Delivery timeframes (estimates): national orders are typically delivered in about 8–11 business days. International timeframes vary. These are estimates and not guarantees; delays caused by couriers, customs or events beyond our control may occur.
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  • Shipping fees are calculated and displayed at checkout. Orders of R750 or more qualify for free standard delivery within South Africa; orders of R1000 or more qualify for free standard delivery to all destinations we ship to.
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  • Risk in the Products passes to you on delivery. Ownership passes once we have received full payment and the Products have been delivered.
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  • Please provide an accurate delivery address. We are not responsible for delays or losses caused by an incorrect or incomplete address.

9. Your right to cancel — ECTA 7-day cooling-off period

Because you are buying online, ECTA gives you the right to cancel the transaction without reason and without penalty within 7 (seven) days after the date you receive the Products. To exercise this right, contact us at fidelo.support@gmail.com.

     
  • You must return the Products to us, undamaged and in their original condition and packaging.
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  • You are responsible for the cost of returning the Products.
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  • We will refund the price paid for the Products within 30 (thirty) days of cancellation. We may deduct the direct cost of returning the goods as permitted by law.
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  • The cooling-off right does not apply to certain goods (for example, products that by their nature cannot be returned, or that have been unsealed and cannot be re-sold for hygiene reasons). Where this applies it will be indicated.

10. Returns, refunds and exchanges

In addition to your ECTA cooling-off right, we offer a 30-day returns policy: you may return unused Products in their original, resalable condition and packaging within 30 days of delivery for a refund or exchange. To start a return, email fidelo.support@gmail.com with your order number. Full details are set out in our Return & Refund Policy.

11. Defective, unsafe or incorrect goods (Consumer Protection Act)

Under section 56 of the CPA, Products are sold with an implied warranty of quality. If, within 6 (six) months of delivery, a Product is found to be defective, unsafe, or not as described, you may return it and choose (at no charge) to have it repaired or replaced, or to receive a refund. If we receive Products that are damaged in transit or incorrect, please notify us within a reasonable time and we will arrange a replacement or refund at our cost.

12. Intellectual property

All content on the Website — including the Fidelo name and logo, text, graphics, product images, layout and design — is owned by or licensed to us and is protected by South African and international intellectual-property laws. You may not copy, reproduce, distribute or use any content for commercial purposes without our prior written consent.

13. Acceptable use

You agree not to use the Website unlawfully or in any way that could damage, disable or impair it, attempt to gain unauthorised access to it, transmit malicious code, or use it to infringe the rights of others. We may suspend or terminate access where these Terms are breached.

14. Privacy and personal information (POPIA)

We process your personal information in accordance with POPIA and our Privacy Policy. By using the Website and placing Orders, you consent to the collection and processing of your personal information for purposes of fulfilling your Order, providing support, and (where you opt in) marketing. Please refer to our Privacy Policy for full details.

15. Limitation of liability

To the maximum extent permitted by law, and subject to your rights under the CPA, Fidelo will not be liable for any indirect, incidental or consequential loss arising from your use of the Website or the Products. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our gross negligence, for fraud, or for any liability that may not lawfully be excluded under the CPA or other applicable law. Our total liability for any claim relating to a Product is limited to the price paid for that Product.

16. Indemnity

You agree to indemnify and hold Fidelo harmless against any claim, loss or expense arising from your breach of these Terms or your unlawful use of the Website, to the extent permitted by law.

17. Third-party links

The Website may contain links to third-party websites or services (for example, payment providers or couriers). We are not responsible for the content or practices of those third parties.

18. Force majeure

We are not liable for any failure or delay in performing our obligations where caused by events beyond our reasonable control, including but not limited to load-shedding, strikes, courier failures, natural disasters, or government actions.

19. Governing law and dispute resolution

     
  • These Terms are governed by the laws of the Republic of South Africa.
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  • You consent to the jurisdiction of the South African courts.
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  • If you have a complaint, please first contact us at fidelo.support@gmail.com so we can try to resolve it. You may also refer consumer complaints to the Consumer Goods and Services Ombud (CGSO) (www.cgso.org.za) or the National Consumer Commission (NCC).

20. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

21. Contact us

     
  • Email: fidelo.support@gmail.com
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  • WhatsApp: +7 700 800 1637
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  • Address: Rooiels no 3, Renosterbos Estate, Hartenbos, Western Cape, 6520, South Africa