Greencross Group Website and Loyalty Program Terms and Conditions

Last Updated: 14 June 2022

Disclosure Notice in accordance with section 47A of the Fair Trading Act 1987 (NSW)

These Greencross Group Website T&Cs are important and you should read them fully. But there are some specific terms we wanted to make you aware of. These are set out below.

Content you submit to Greencross or our Sites (see clause 7 of the Website T&Cs)

If you submit information, content or materials (such as customer reviews of our goods or services) (User Generated Content) to Greencross or our Sites, we may use your User Generated Content for our business purposes, such as displaying your User Generated Content in our marketing materials or on our Sites or social media pages. We may also share your User Generated Content with other members of the Greencross Group.

Reliance on Site Content (see clause 13 of the Website T&Cs)

Greencross makes the content of the Sites available for general information only. The information on our Sites is not a substitute for appropriate advice from your vet or pet nutritionist. You should speak to your vet or pet nutritionist for personalised professional advice for your pet.

Promotional terms & conditions

Pet Spectacular, Up to 40% Off* select products Terms and Conditions

*Offers are valid from 28/6/22 to 11/7/22, while stocks last. Petbarn may extend the offer period in its absolute discretion. Stock varies by store and online. Offers only apply to retail sales, not for purchases of commercial quantities. Not valid in conjunction with any other offer and the offer cannot be applied to previous purchases. Prices are subject to change. Any price shown is valid for the promotional period. Illustrations, photos and packaging are only representative of the products advertised. Further T&Cs apply.

 

Buy 1 get 1 50% Off* Black Hawk Puppy In-store Only Offer Terms and Conditions

*Offer valid between 01/06/22 to 30/06/22 inclusive. Offer excludes Black Hawk Grain Free Dry Puppy Food 2.5-15kg. Half price discount applies only to product to equal or lesser value. Offers are only available for in-store purchases only, while stocks last. Stock varies by store. Offers and selections on www.petbarn.com.au may vary from those of Petbarn stores and of Petbarn local advertisements. Petbarn may extend the offer period in its absolute discretion. Offers only apply to retail sales, not for purchases of commercial quantities. Not valid in conjunction with any other offer and the offer cannot be applied to previous purchases. Best offer will apply in cart. Prices are subject to change. Illustrations, photos and packaging are only representative of the products advertised. Petbarn reserves the right to end this promotion at any time. Petbarn is a registered trademark of Petbarn Pty Ltd ABN 78 001 802 759.

 

Guaranteed Same Day Delivery Terms and Conditions

 

Guaranteed Same Day Delivery is only applicable to orders $49 and over and selected Metro areas only. To see if your location is applicable for Free Same Day Delivery click here. Orders must be placed by 4pm local time Monday – Saturday, or by 3 pm local time on Sundays to receive it that same day. Authority to leave will automatically be selected at checkout. You will only be able to complete a Same Day Delivery order if all the items in your cart are available and in stock for your delivery location. Delivery is not available to PO boxes or Parcel Lockers. Same Day Delivery is not available on all products and exclusions apply including but not limited to products weighing over 21kg, Aquariums, Live Animals, Vet Prescription Diets, Fresh and Frozen food, Fish Tanks, Kennels and Housing. Petbarn reserves the right to end this promotion at any time. Not valid in conjunction with any other offer and the offer cannot be applied to previous purchases. Prices are subject to change. Any price shown above is valid for the promotional period. Illustrations, photos and packaging are only representative of the products advertised.

 

Taste Test Guarantee Terms and Conditions

Taste it, love it or we’ll replace it, guaranteed. Offer valid on dog and cat food products within 45 days of purchase from Petbarn or City Farmers. You must be a member of the Friends For Life loyalty program with a valid email address, or be able to supply proof of purchase. We will exchange the product with one of equivalent value. If you wish to exchange for a product that is of:

  • higher value, all you need to pay is the difference in value
  • lesser value, we will provide you with a refund for the difference
  • If no suitable product can be found we will offer a full refund

Petbarn and City Farmers reserve the right to rescind this offer based on prior transactional history.

The policy does not exclude or replace your rights under Australian Consumer law, regulations or otherwise as required by law. 

Honouring claims for Taste Guarantee are at our sole discretion.

 

Price Match Promise Terms and Conditions

 

What is included in our Price Match Promise

  • The every day or promotional price of any identical product stocked at Petbarn
  • The lower price is from an Australian physical or online competitor (ie. a "com.au" domain).
  • The competitor has an identical product in stock

What is excluded from our Price Match Promise

  • Repeat Delivery and subscription pricing
  • Cash-back, gift vouchers and bundled offers
  • Commercial quantities and pricing
  • Liquidations, clearance and end of range stock
  • Short-dated or damaged stock
  • Services such as insurance, grooming, dog-wash and adoptions
  • Products advertised on marketplace, auction or classified websites
  • Freight or shipping costs are not included; price promise is based on product display price only
  • Prices that are below our cost price. 


Petbarn reserves the right to limit the quantity of product available for price-matching at its discretion. 

  1. Introduction
    1. The Greencross Group is an integrated pet care business in Australia and New Zealand, and our purpose is to make the world a happier place through the love of pets.
    2. The Greencross Group includes Greencross Pty Limited (ACN 119 778 862), Greencross Operations Pty Ltd (ACN 130 686 743), Petbarn Pty Limited (ACN 001 802 759), City Farmers Retail Pty Ltd (ACN 083 012 211) and their Australian subsidiaries and affiliates, including businesses that provide retail and veterinary (and related) services (Greencross Group, Greencross, we, us or our).
  2. Application of these Greencross Group Website and Loyalty Program Terms and Conditions
    1. These Greencross Group Website and Loyalty Terms and Conditions consist of the
      following:
      1. clauses 3 to 17, which apply to your use of the Sites and our Goods and Services
        provided through the Sites (Website T&Cs); and
      2. the Friends for Life Loyalty Program terms and conditions attached as Addendum
        1, which apply if you are a Member of the Greencross Group’s loyalty program
        (Loyalty Program T&Cs).
  3. Website T&Cs
    1. These Website T&Cs only apply to your use of the following websites owned or operated by
      the Greencross Group:
      1. petbarn.com.au;
      2. cityfarmers.com.au;
      3. greencrossvets.com.au; and
      4. any other websites specified by Greencross from time to time,
        (together, the Sites), and any of our goods or services provided through the Sites (together,
        the Goods and the Services)
    2. There are other terms and conditions that may apply to your interactions with us, including
      when you complete a purchase of Goods or Services via the Sites or when you use
      Greencross Vet’s WebVet service. In all cases, the relevant terms and conditions will be
      provided to you for your review.
    3. Other Greencross Group websites may have different terms and conditions which apply to
      them.
    4. The terms “you” and “your” refer to the person accessing or using the Sites or our Goods or
      Services.
  4. Acceptance of Website T&Cs
    1. These Website T&Cs, including our Privacy Policy, govern your access to and use of the
      Sites, including any Site Content (as defined below) and our Goods and Services provided
      through or in connection with the Sites.
    2. By browsing, accessing or using the Sites or by using the Goods or Services provided
      through the Sites, you acknowledge and warrant that you have read, understood and agree
      to be bound by these Website T&Cs and any additional terms and conditions notified to you
      from time to time. If you are under 18 years of age, then you must obtain your parent or
      guardian’s consent before accessing or using the Sites or using the Goods or Services
      provided through the Sites.
    3. These Website T&Cs form a legally binding agreement between Greencross and you. If you
      do not agree to these Website T&Cs, you must immediately exit and not access or use these
      Sites or our Goods or Services provided via the Sites.
    4. We may amend these Website T&Cs at any time and will take reasonable steps to bring any
      material changes to your attention such as by posting the amendments on the Sites. As you
      will be bound by any amendment to these Website T&Cs, you should review these Website
      T&Cs from time to time. By continuing to use the Sites or our Goods or Services after any
      amendment to these T&Cs, you will be deemed to have accepted the amended Website
      T&Cs. If any change has a detrimental effect on you, you may cease accessing or using the
      Sites or our Goods or Services via the Sites.
  5. Creating an Account
    1. When you purchase Goods and Services via certain Sites, you may create a user account by
      registering via the relevant link on the registration page on the relevant Site (Account). To
      register your Account, you must provide Greencross with certain true and correct information
      about yourself as requested by the registration page.
    2. Signing up to our Friends for Life loyalty program (Loyalty Program) via the Petbarn
      website is voluntary and you can do this by creating an Account, or by signing up using the
      other methods set out in clause 2 of the Loyalty Program T&Cs. If you do not wish to
      become a member of our Loyalty Program and you wish to purchase Goods or Services via
      the Petbarn website, please check-out as a guest.
    3. If you create an Account, you must promptly notify and/or update your profile if any of your
      personal information is erroneous or changes from time to time.
  6. Privacy and security
    1. If you create an Account, sign-up to receive emails and/or newsletters regarding our Goods
      and Services, fill in a ‘contact us’ form, use the live chat function or submit a customer review
      on our Sites, we will need to collect your personal information. Personal information
      requested by us may include, but is not necessarily limited to:
      1. your first name and last name;
      2. your email address;
      3. your phone number;
      4. the city where you live;
      5. whether you have previously purchased the products or services; and
      6. your opinion of our Goods or Services as expressed by the customer reviews you
        submit.
    2. The collection, use, disclosure and handling of personal information is governed by our
      Privacy Policy (which is available at petbarn.com.au/privacy-policy), together with other
      terms such as our privacy collection statements.
    3. You confirm that all of the information you provide to us, including any personal information,
      will be complete, true and correct.
    4. You acknowledge that the internet is an inherently insecure communication medium, and
      your use of the Sites is at your own cost and risk. You must take your own precautions to
      ensure that the processes which you employ for accessing the Sites do not expose you to
      the risk of viruses, malicious computer code or other forms of interference which may
      damage your own computer system.
    5. If you create an Account, you must keep all usernames, passwords and other security-based
      information secure and private at all times. If your username, password or other securitybased information is lost or stolen, you must notify Greencross in writing and take any
      reasonable steps we advise you to take to mitigate the adverse impact of the lost or stolen
      security-based information at the earliest possible opportunity.
    6. You agree that we have no responsibility for any use, misuse, loss, corruption, interception
      or delay of information or data uploaded, downloaded, hosted or otherwise communicated
      via the Sites.
  7. User Generated Content
    1. You may choose to submit information, content and materials, such as customer reviews of
      our Goods or Services (User Generated Content) to the Sites and/or Greencross.
    2. You acknowledge and agree that if you choose to submit or post User Generated Content, you must own or have the right to submit that User Generated Content. User Generated Content that you submit must be your own opinion. User Generated Content must not:
      1. infringe any intellectual property rights (including copyright, database right or trade
        mark right) of any person or be in breach of any legal duty owed to any person,
        such as a contractual duty or a duty of confidence;
      2. deceive or be likely to deceive any person;
      3. be used to impersonate any person (including Greencross and Greencross’
        representatives) or to misrepresent your identity or affiliation with any person
        (including Greencross and Greencross’ representatives); or
      4. be illegal, obscene, defamatory, threatening, pornographic, harassing, hateful,
        racially or ethnically offensive, encourage any conduct that would be considered a
        criminal offence, give rise to civil liability, violate any law or be otherwise
        inappropriate.
    3. If you become aware or reasonably suspected that any User Generated Content on the Sites
      may infringe these requirements, you must promptly notify us in writing.
    4. User Generated Content that you submit or share on a Site may be seen by other users of the relevant Site or third parties. Where we have made relevant settings available, we will use commercially reasonable efforts to honour the choices you make about who can see your User Generated Content.
    5. You agree that Greencross may:
      1. edit or delete your User Generated Content;
      2. link your User Generated Content to other material, including User Generated Content submitted by other users or material created by Greencross, its related bodies corporate and/or other third parties;
      3. use your User Generated Content for its business purposes, for example, displaying your User Generated Content in our marketing materials or on our Sites or social media pages;
      4. directly or indirectly benefit from your User Generated Content; and
      5. share your User Generated Content with its related bodies corporate, including other members of the Greencross Group.
    6. Greencross does not promise to display any User Generated Content that you provide.
    7. Greencross does not claim ownership rights in your User Generated Content, however, by submitting your User Generated Content to a Site you are deemed to grant Greencross (and its licensors) an irrevocable, perpetual, non-exclusive, royalty-free and worldwide licence to use, copy, modify, distribute, publish, communicate to the public and process that User Generated Content in connection with the Sites without further consent from, or notice and/or compensation to, you.

      By submitting and/or uploading your User Generated Content to a Site you consent to anything being done by Greencross in respect of that User Generated Content that could otherwise amount to an infringement of your moral rights in such User Generated Content, and warrant that you have obtained such consent from all other authors of such User Generated Content.
  8. Cookies
    1. By using our Sites, you acknowledge and agree that we may use cookies or other similar tracking technologies on our Sites to help us track your Site usage and remember your preferences. More information about how Greencross uses cookies and how you can enable or disable cookies can be found in our Cookie Policy (which is available at petbarn.com.au/cookie-policy).
  9. Prohibited activities
    1. When using a Site, you must not:
      1. infringe any intellectual property right (including copyright, database right or trade
        mark right) of any person or be in breach of any legal duty owed to any person,
        such as a contractual duty or a duty of confidence;
      2. reproduce any Site Content without our express written permission, which we may
        grant or withhold at our absolute discretion;
      3. seek reimbursement from any other party for access to a Site or on-sell any
        information obtained from any Site;
      4. engage in any conduct which is likely to mislead or deceive us or any other person,
        impersonate any other person while using a Site, conduct yourself in an offensive
        manner while using a Site, or use a Site for any illegal, immoral or harmful
        purpose;
      5. submit, post, upload, email or otherwise send or transmit to a Site, or any users of
        a Site, anything that contains software viruses or any other computer code, files or
        programs designed to interrupt, harm, damage, destroy or limit the functionality of
        any computer software or hardware or equipment linked directly or indirectly to any
        Site; or
      6. interfere with a Site or networks underlying or connected to a Site or violate any of
        the procedures, policies or regulations of a Site or any networks connected to a
        Site.
  10. Intellectual property
    1. Subject to clause 7.7, the entire contents and design subsisting in, relating to or arising out
      of the Sites and available through or in connection with a Site including copyright, logos,
      trade marks, designs, text, graphics, images, information, applications and other files, and
      their selection and arrangement (the Site Content) are the intellectual property of
      Greencross, our content providers or our licensors, with all rights reserved.
    2. You must not do anything, or omit to do anything, which may infringe our intellectual property
      rights, except with our express written permission. You must not reproduce, frame, transmit
      (including broadcast), adapt, link to or otherwise use any of the material on a Site, including
      audio and video excerpts, except as expressly permitted by statute or with Greencross' prior
      written consent.
    3. No Site Content may be modified, distributed, communicated, framed, reproduced,
      republished, downloaded, displayed, posted, transmitted, sold, assigned, duplicated,
      licensed in any form or by any means, in whole or in part, without our prior written consent.
      In addition, you agree not to use any data mining, robots, or similar data gathering and
      extraction methods in connection with a Site.
    4. You may view a Site and the Site Content using your web browser and save an electronic
      copy, or print out a copy, of parts of a Site solely for your own information, research or study,
      but only if you:
      1. do not modify the copy from how it appears unless expressly authorised by
        Greencross and then only in accordance with these Website T&Cs; and
      2. include the copyright notice reasonably specified by Greencross in writing on the
        copy.
    5. When you send us any feedback or suggestions or complete a survey in relation to a Site,
      you agree that we can use any ideas, concepts, or techniques contained in the feedback,
      suggestions or survey responses. When you participate in any chat sites, forums or other
      activities involving the publication of User Generated Content that you provide in the public
      forum, you agree that we can reproduce, use and distribute those materials.
  11. Linked Sites
    1. Third party websites
      1. This clause 11.1 applies where we provide links to the websites of third parties but
        not where we provide links to websites belonging to, or operated by, the
        Greencross Group, in which case, clause 11.2 applies.
      2. We may provide links to third parties’ websites or may divert your devices to third
        party websites from time to time (Linked Websites). Unless otherwise notified on
        a Linked Website, Linked Websites are not reviewed, controlled or examined by us
        in any way. The provision of links to Linked Websites does not mean that
        Greencross endorses or recommends, or has any association with, the Linked
        Websites or the relevant third party goods and services.
      3. You acknowledge and agree that we are not responsible for any of the content,
        availability, advertising, products, services or other materials of any Linked
        Websites, or any additional links contained on Linked Websites, or the conduct of
        any person associated with a Linked Website.
      4. Linked Websites may be subject to their own terms and conditions and privacy
        policies. You acknowledge that it is your sole responsibility to review and comply
        with those terms and conditions, and we have no responsibility for your actions
        when using a Linked Website.
    2. Greencross Group Sites
      1. This clause 11.2 applies where we provide links to websites belonging to, or
        operated by, the Greencross Group.
      2. We may provide links to the websites of the Greencross Group, or may divert your
        devices to the websites of the Greencross Group from time to time (Greencross
        Group Sites). The provision of links to Greencross Group Sites are for your
        convenience only, such as Greencross re-directing you to the Petbarn website if
        you wish to purchase products from Petbarn.
      3. The Greencross Group Sites are subject to the terms and conditions and privacy
        policies of the relevant Greencross Group Member (if applicable). You should
        review and comply with the relevant terms and conditions if accessing Greencross
        Group Sites.
  12. Availability
    1. While we take reasonable steps to ensure the availability and security of the Sites, you
      accept that the Sites are provided on a ‘as is’ basis. We do not warrant that any Sites will be
      continuously available and we will not be liable if any Site or any part of any Site is
      unavailable at any time or for any reason. We do not represent, warrant or undertake that
      any Site will be error, defect, ‘bug’ or ‘virus’ free.
      1. The Sites are not a storage service and you agree that we have no obligation to store,
        maintain or provide you with a copy of any User Generated Content that you provide, except
        to the extent required by applicable law or as provided in our Privacy Policy.
  13. Disclaimer
    1. The Site Content is intended to provide general information only. It is not in the nature of
      advice. While every effort is taken to ensure the information is accurate, we do not represent
      or warrant that this information is correct, current, complete, reliable or suitable for any
      purpose and it must not be relied on by you or any other person as a substitute for
      appropriate advice tailored to specific circumstances (such as veterinary advice or pet
      nutritionist or allergy advice for your pet’s circumstances).
      1. The information on the Sites is provided on the basis that all persons accessing a Site
        undertake responsibility for assessing the relevance and accuracy of its content.
  14. Limitation of liability and indemnit
    1. Without limiting any provisions of these Website T&Cs, we will not in any way be liable to
      you for any kind of loss or damage incurred as a result of your use of any Site, including any
      viruses or other malicious software that may affect you while you use a Site or for any faults,
      failures or interruptions or the accuracy, timeliness, completeness, security or reliability of
      any communications (including any transactions) made using a Site.
    2. Nothing in these Website T&Cs is intended to exclude, restrict or modify any condition,
      guarantee, warranty, right or remedy that you may have under the Competition and
      Consumer Act 2010 (Cth) or any other applicable legislation which may not be excluded,
      restricted or modified by agreement (Non-excludable Rights).
    3. To the maximum extent permitted by law, under no circumstances will Greencross be
      responsible to you or any third party whether in contract, tort (including negligence), in equity
      or under statue for any special, indirect, consequential, incidental or punitive damages,
      including damages for loss of opportunity, profits, revenue or goodwill, regardless of whether
      or not such loss or damage was foreseeable and even if advised of the possibility of such
      loss.
    4. Except for liability in relation to breach of any Non-excludable Rights and liability under
      clause 14.5, our total maximum liability to you in contract, tort (including negligence), statue
      or otherwise, is limited to one thousand Australian dollars (AUD $1,000).
    5. To the maximum extent permitted by law, our liability for breach of any Non-excludable
      Rights is limited to:
      1. any replacement or refund for a major failure and you may seek compensation for
        any other reasonably foreseeable loss or damage; or
      2. replacement or repair if the goods or services fail to be of acceptable quality and
        the failure does not amount to a major failure.
    6. You agree to indemnify, defend and hold us harmless from and against all losses, expenses,
      damages and costs (including reasonable solicitor’s fees) or liability incurred or suffered by
      you or by us arising from any claim, demand, suit, action or proceeding by any person
      against you or us where such loss or liability arose out of, in connection with, or in respect of
      your conduct in breach of these Website T&Cs.
  15. Cancellation, suspension and termination
    1. You may cancel your Account at any time by notice to Greencross at the contact details
      below.
    2. Cancelling your Account will end your ability to access your Account and you will need to
      register again with Greencross if you change your mind. Any data or personal information
      Greencross has collected about you or your use of the Sites will be retained and destroyed
      in accordance with Greencross’ Privacy Policy. In particular, Greencross reserves the right to
      delete any information or data that relates to your Account if your Account has been deleted
      for a period exceeding 30 days.
    3. Notwithstanding anything else in these Website T&Cs, Greencross may immediately
      suspend or terminate your Account without notice or cause for any of the following reasons:
      1. you breach any of these Website T&Cs;
      2. you have failed to provide correct personal information in accordance with clause 6.1;
      3. Greencross has ceased to provide the Account functionality;
      4. Greencross’ business or contractual relationships with third parties require
        Greencross to do so; or
      5. Greencross considers that you have done something that is detrimental to
        Greencross’ business interests or reputation or those of any of its third parties.
    4. You acknowledge that neither Greencross, nor any other person, will have any liability to you
      for any reason whatsoever arising from suspension or termination of your access to your
      Account.
  16. General
    1. Entire agreement: These Website T&Cs, together with any additional terms and conditions
      set out on any Site from time to time, constitute the entire agreement relating to its subject
      matter and supersede and cancel any prior drafts, versions, agreements, undertakings,
      representations, warranties and arrangements of any nature, whether in writing or oral,
      relating to such subject matter.
    2. Force majeure: We will not be in breach of these Website T&Cs or otherwise liable to you or
      any other person for any unavailability or failure of any Site, or the Goods or Services or any
      delay or other failure by us to comply with these Website T&Cs that is caused by or arises
      from any event or circumstances beyond our control.
    3. Rights cumulative: The rights, powers, privileges and remedies provided under any
      provision of these Website T&Cs are cumulative and not exclusive of any rights, powers,
      privileges or remedies provided under any provision of these Website T&Cs or by applicable
      law or otherwise.
    4. Waiver: No failure to exercise nor any delay in exercising by us of any right, power, privilege
      or remedy under these Website T&Cs will impair or operate as a waiver thereof in whole or
      in part. No single or partial exercise of any right, power privilege or remedy under these
      Website T&Cs will prevent any further or other exercise thereof or the exercise of any other
      right, powers, privilege or remedy.
    5. Invalidity: Any clause or provision of these Website T&Cs held to be illegal, invalid, void,
      voidable or unenforceable must be read down to the extent necessary to ensure that it is not
      illegal, invalid, void, voidable or unenforceable. If it is not possible to read down a clause or
      provision as required by this clause, part or all of the provision or clause of these Website
      T&Cs will be severed from these Website T&Cs and the remaining clauses or provisions
      continue in force.
    6. Interpretation: In these Website T&Cs, unless expressed to the contrary:
      1. a person includes a firm, partnership, joint venture, association, corporation or
        other body corporate;
      2. the word ‘includes’ in any form is not a word of limitation;
      3. where a word or phrase is defined, another part of speech or grammatical form of
        that word of phrase has a corresponding meaning;
      4. references to the singular include the plural and vice versa;
      5. a gender includes all other genders; and
      6. headings and sub-headings are for ease of reference only and do not affect the
        interpretation of these Website T&Cs.
    7. Governing law: These Website T&Cs are governed by the laws of New South Wales,
      Australia. You are deemed to submit to the non-exclusive jurisdiction of the courts of New
      South Wales. The Sites may be accessed throughout Australia and overseas. Greencross
      makes no representation that the Site Content complies with the laws (including intellectual
      property laws) of any country outside Australia. If you access any Site from outside Australia,
      you do so at your own risk and are responsible for ensuring that your access to the relevant
      Site is not illegal or prohibited by laws which apply to you.
  17. Contact us
    1. If you have any questions about our Website T&Cs or concerns about our Sites, the Site Content or
      our Goods or Services, please contact us at:
Contact Greencross Group
Phone Petbarn: 1300 655 896
Greencross Vets: 1300 836 036
Healthy Pet Plus: 1800 738 775
You can contact us 9am to 5pm, Monday to Friday AEST
Email Petbarn: info@petbarn.com.au
Greencross Vets: info@greencrossvet.com.au
Healthy Pet Plus: info@healthypetplus.com.au
Postal Address Quarter One, Level 2, 1 Epping Road, North Ryde, NSW 2113

Addendum 1 Friends for Life Loyalty Program Terms and Conditions

Last Updated: 29 October 2021

Disclosure Notice in accordance with section 47A of the Fair Trading Act 1987 (NSW)

These Loyalty Program T&Cs are important and you should read them fully. But there are some specific terms we wanted to make you aware of. These are set out below.

Our Program is voluntary (see clause 2 of the Loyalty Program T&Cs)

Signing up for our Program is voluntary and you can do this by creating an account on the Petbarn website, joining in-store at a Petbarn or City Farmers retail store or a Greencross Vets clinic, or joining over the phone via our customer call centre. If you do not wish to become a Member of our Program, and you wish to purchase goods or services via the Petbarn website, please check-out as a guest.

Sharing your Program data with the Greencross Group (see clause 6 of the Privacy Policy)

When you sign up to our Program, we will collect information about: (a) purchases you have made
which count towards your Member account; and (b) your use of any Loyalty Dollars or Member
Benefits. We will disclose this information to other members of the Greencross Group. For more
information, see clause 6 of our Privacy Policy

Redemption of Points (see clause 5 of the Loyalty Program T&Cs)
When you earn 6,000 Points you will receive an offer for a voucher for the value of $10. To redeem
your voucher, you must activate the voucher online or by contacting our call centre. You must use
the voucher within 4 weeks of the date of receipt. If you do not use the voucher within 4
weeks of the date of receipt, the voucher will lapse and all Points associated with that
voucher will be forfeited and cancelled.

In addition, your Points will expire within 12 months from the date of award if not used by you.
Legacy Member Benefits (see clause Error! Reference source not found. of the Loyalty
Program T&Cs)

Legacy Member Benefits (see clause Error! Reference source not found. of the Loyalty Program T&Cs)

Greencross has recently re-launched the Program. If you are a Legacy Member of our Legacy
Program, you may be entitled to certain Legacy Member benefits offered to you under the Legacy
Program (to the extent that these have not already been redeemed by you). For more information,
see clause Error! Reference source not found. of the Loyalty Program T&Cs.

Refusal to register, changes to, and termination of Membership (see clause 2.4, 7.1 and 9 of the Loyalty Program T&Cs).

We may at any time without notice, refuse your application to become a Member, withdraw or
cancel Membership Facilities or Member Benefits, reverse, amend or substitute any Member
Benefits, or terminate your Membership.

Greencross’ limitation of liability (see clause 10 of the Loyalty Program T&Cs)
To the extent permitted by law, we will not be liable to you in any way for any cause in connection
with your Membership and our liability to you will be limited as set out in clause 10 of the Loyalty
Program T&Cs.

Changes to, and termination of, the Program (clauses 9 and 11 of the Loyalty Program T&Cs)
We may change, suspend or terminate these Loyalty Program T&Cs or the Program at any time.
However, we will take reasonable steps to give you notice of any changes, suspension or
termination.

  1. Introduction
    1. Greencross Pty Ltd (Greencross) operates one of Australia’s largest integrated pet care
      businesses, operating speciality retail stores under the Petbarn and City Farmers brands and
      veterinary clinics and hospitals under the Greencross Vets brand.
    2. We value our customers and wish to reward them through our Friends for Life Loyalty
      Program (Program) when customers purchase goods or services from Petbarn and City
      Farmers retail stores, Greencross Vets clinics and the Petbarn online store.
    3. These Loyalty Program T&Cs are incorporated into the Website T&Cs. Terms not defined
      in these Loyalty Program T&Cs have the meanings set out in the Website T&Cs
  2. Friends for Life Program
    1. By creating an Account on the Petbarn website, joining the Program, using the Membership
      Facilities or claiming a Member Benefit under the Program, you agree to be bound by these
      Loyalty Program T&Cs.
    2. To become a Member you must:
      1. be an individual, be over 18 years of age (or have your parent or guardian’s
        consent to join the Program) and have a current Australian residential address; and
      2. register for Membership by:
        (a) creating an Account on the Petbarn website;
        (b) providing verbal consent to participate in the Program in-store at a Petbarn or City Farmers retail store or a Greencross Vets clinic; or
        (c) providing verbal consent to participate in the Program over the phone via our customer call centre.
    3. There are no fees or charges for becoming a Member of, and participating in, the Program
    4. Greencross may refuse your application for Membership for any reason, provided such
      refusal is in accordance with Greencross’ legitimate business purposes. For example, we
      may refuse your application for Membership if you are a business to business customer, or
      you have previously misused your Account
    5. Program Membership can only be held individually, and cannot be held jointly. Membership
      is personal to you and is non-transferable
    6. It is your responsibility to ensure that you only sign up as a Member once. Membership
      cannot be held by you under multiple Member accounts
    7. By creating an Account on our Petbarn website, joining the Program, using the Membership
      Facilities or claiming a Member Benefit under the Program, you will be deemed to have
      accepted, and be participating in the Program in accordance with, these Loyalty Program
      T&Cs.
  3. Privacy
    1. Greencross (or representatives or agents acting on our behalf) collects personal information
      from Members to administer the Program, to properly account for accrued Points and
      Member Benefits, and for direct marketing. If personal information is not provided, you may
      not receive all of the Member Benefits of the Program (and, in some cases, you may not be
      eligible to participate in the Program).
    2. By joining the Program as a Member, you consent to Greencross (and its agents and
      contractors) using and disclosing your personal information for the purposes of direct
      marketing of our goods and services. Direct marketing communications may be made by
      email, SMS, push notifications, social media, or by regular post.
    3. The collection, use, disclosure and handling of your personal information in connection with
      the Program is governed by our Privacy Policy, together with our Petbarn Account and
      Friends for Life Program Privacy Collection Notice and Cookie Policy.
    4. As further described in our Privacy Policy and Petbarn Account and Friends for Life Program
      Privacy Collection Notice, you may opt-out of direct marketing communications in relation to
      the Program at any time by contacting Greencross using the contact details below, or by
      unsubscribing using the unsubscribe link.
  4. Points system
    1. To earn Points, you must:
      1. purchase eligible goods or services from:
        (a) participating Petbarn retail stores;
        (b) participating City Farmers retail stores;
        (c) participating Greencross Vets clinics; or
        (d) the Petbarn online store.
        (each, an Eligible Purchase); and
      2. enter or provide your Membership details when completing an Eligible Purchase.
    2. The number of Points awarded to you per Eligible Purchase depends on the ‘tier’ status of your Membership. There are 3 tiers in the Program: ‘Silver’, ‘Gold’ and ‘Platinum’ (each, a Tier). New Members are allocated Silver Tier status on the date that they register with the Program. Members are eligible to move up, and required to move down, Tiers based on their Eligible Purchases. Points will be awarded to Members based on their Tier as set out in the table immediately below:

      Metric Silver Tier Gold Tier Platnium Tier
      Points earned per dollar spent on Eligible Purchases 10 12 14
      Annual spend per year on Eligible Purchases $1 to $549 $550 to $1,099 $1,100+
      Points expiry 365 days 365 days 365 days
    3. Based on the above table:
      1. a Silver Tier Member will earn 10 Points per dollar spent up to $549 in a year;
      2. a Gold Tier Member will earn 12 Points per dollar spent from $550 to $1,099 in a year; and
      3.  a Platinum Tier Member will earn 14 Points per dollar spent from $1,100 and above in a year, on Eligible Purchases.
    4. Points expire 365 days after the date on which they are awarded. Points cannot be claimed by you retrospectively.
    5. Points are calculated on the purchase price of Eligible Purchases (inclusive of GST) rounded down to the nearest dollar.
    6. Points are personal to you and are not transferable. Points do not have any cash or monetary value.
    7. When a Member obtains a refund or reimbursement for an Eligible Purchase (for example, for returned goods or refunded services), the Points previously accrued for that Eligible Purchase will be reversed and/or cancelled. If those Points have been redeemed by a Member prior to the refund or reimbursement, the Member’s Points balance will go into a negative Points balance.
    8. If a Member requests a refund for an Eligible Purchase in which Loyalty Dollars have been used towards the value of the Eligible Purchase, any refunds will be given based on the original payment method. For example, if the Eligible Purchase is worth $50 and $10 worth of Loyalty Dollars were used towards that Eligible Purchase, the Member will receive a $40 refund depending on the method of purchase and a Loyalty Dollars voucher to the value of $10. In this scenario, the Loyalty Dollars voucher will not need to be activated by a Member in accordance with clause 5, and will be ready to use by the Member on the date of receipt. The Loyalty Dollars voucher expires 4 weeks from the date of receipt.
    9. To track your Points balance, you can check your Account on Petbarn.com.au, your monthly points balance email, or request a staff member to confirm your Points balance in store or contact our call centre.
    10. It may take up to 24 – 48 hours for any Points earned to be shown in your Account.
    11. Greencross may adjust a Member’s Points balance in the event of an incorrect accrual (whether due to Greencross’ error or otherwise) or where there are other grounds which we consider reasonably justify an adjustment.
  5. Redemption of Points
    1. When you earn 6,000 Points you will receive an email from us enclosing an offer for a
      voucher to the value of $10.00 AUD (Loyalty Offer).
    2. You must activate the Loyalty Offer:
      1. using the link provided in the relevant email from us;
      2. online via your Account; or
      3. by contacting our call centre;
        in order for the voucher to be applied to your Membership and redeemed by you.
    3. If the Loyalty Offer is activated by you in accordance with clause 5.2, the Loyalty Offer will
      automatically be converted into loyalty dollars (Loyalty Dollars) that are redeemable for
      Participating Products or Services at:
      1. participating Petbarn or City Farmers retail stores;
      2. participating Greencross Vets clinics; or
      3. the Petbarn online store.
    4. Loyalty Dollars expire 4 weeks from the date upon which the email enclosing the Loyalty
      Offer is sent to you.
    5. If Loyalty Dollars expire in accordance with clause 6.5, then the Loyalty Dollars and all Points
      associated with the Loyalty Dollars will be automatically forfeited and cancelled.
    6. Loyalty Dollars must be redeemed in full in a single transaction on Participating Products or
      Services. Change or partial credit will not be offered if the full Loyalty Dollars value is not
      redeemed in a single transaction on Participating Products or Services.
    7. Loyalty Dollars may only be redeemed by the Member personally. Loyalty Dollars are not
      transferrable and are not redeemable for cash (or other value). Loyalty Dollar.
  6. Frequent Feeder Program 2.0
    1. Members are eligible to participate in our Frequent Feeder 2.0 Program.
    2. To participate in our Frequent Feeder 2.0 Program, you must purchase a participating dry or wet dog or cat food (Participating Food Product).
    3. Participating Food Product does not include any:
      1. Treats
      2. Royal Canin Veterinary Diet Range;
      3. Hill’s Science Prescription Diet Range, and (each, an Excluded Food Product).
    4. You can purchase a Participating Food Product:
      1. in-store at any Petbarn or City Farmers retail store, provided you tell a team member that you are a Member of Friends for Life before that team member checks out any Participating Food Product for you; or
      2. from the Petbarn online store, provided you have signed into your Friends For Life account before you check out any Participating Food Product, (each, a Frequent Feeder Purchase).
    5. Immediately following a Frequent Feeder Purchase, you will be eligible to receive a discount of up to 20% off the shelf price of your next purchase of a Participating Food Product which is made in-store at any Petbarn or City Farmers retail store (Frequent Feeder Discount) for 60 days following the date of the Frequent Feeder Purchase (Frequent Feeder Discount Period).
    6. The Frequent Feeder Discount can only be redeemed when you purchase a Participating Food Product in-store during the Frequent Feeder Discount Period if you tell a team member that you are a Member of Friends for Life before that team member checks out any Participating Food Product for you. The exact amount of the Frequent Feeder Discount provided to you at the time of redemption will be marked on shelf tickets or at the checkout in-store at Petbarn and City Farmers retail stores.
    7. The Frequent Feeder Discount cannot be redeemed on any Participating Food Product that is purchased from the Petbarn online store.
    8. When shopping online, a Participating Food Product will only count as a Frequent Feeder Purchase if you have signed into your Friends for Life account before you check out any Participating Food Product from the Petbarn online store.
    9. The Frequent Feeder Discount can be redeemed multiple times in the Frequent Feeder Discount Period when purchasing any Participating Food Product in-store from Petbarn or City Farmers retail stores. The Frequent Feeder Discount can only be redeemed on retail sales in-store and cannot be applied to sales in commercial quantities.
    10. If you do not purchase any Participating Food Product in-store during the relevant Frequent Feeder Discount Period, the Frequent Feeder Discount will expire at the end of that relevant Frequent Feeder Discount Period.
    11. An Excluded Food Product cannot be counted as a Frequent Feeder Purchase and the Frequent Feeder Discount cannot be redeemed on any Excluded Product.
    12. The Frequent Feeder Discount is not valid in conjunction with any other offer, and the best offer at time of the relevant transaction will apply.
    13. Participating products and discounts are subject to change and may vary at our discretion from time to time.
  7. Member Benefits
    1. All Members
      1. Greencross may make other Member Benefits available to Members from time-to-time
        (whether generally or specifically to particular Program Tiers or particular Members). The
        Member Benefits made available to Members from time-to-time will be specified on our
        websites or communicated by email, SMS, push notification, social media or regular post
        (depending on your communications preferences). Such Member Benefits may be
        withdrawn, amended or substituted from time to time where there are grounds which we
        consider reasonably justify a withdrawal, amendment or substitution or in accordance with
        these Loyalty Program T&Cs.
      2. Unless otherwise specified, Member Benefits are personal to you, are not transferable and
        are not redeemable for cash. Member Benefits cannot be used in conjunction with any other
        offer or at the same time as other Member Benefits in the Program.
      3. Members may also be given the opportunity to receive offers, special discounts and enter
        into competitions (Offers). Offers are subject to further terms and conditions, the details of
        which will be made available to you at the time of each Offer. Offers may be communicated
        by email, SMS, push notifications, social media, or regular post (depending on your
        communications preferences).
      4. Discounts made available for Members from time-to-time apply only to full-priced items sold
        by participating Greencross businesses or online stores and are not available in conjunction
        with any other offer, unless otherwise specified.
    2. Legacy Members
      1. If you are a Member as at 14 October 2021 (Legacy Member), you will be entitled to certain
        Member Benefits offered to you under our legacy loyalty program (Legacy Program),
        including any Legacy Member benefits that have not already been claimed by a Legacy
        Member in accordance with their terms. Legacy Members will have until 14 October 2022 to
        claim any Legacy Member benefits that have not already been claimed by a Legacy
        Member. Legacy Member benefits are not valid in conjunction with any other offers, are not
        redeemable for cash and cannot be transferred or exchanged.
  8. Deregistering your Membership
    1. You may cancel your Membership at any time by notice to Greencross at the contact details
      below.
    2. If a Membership is cancelled any Points balance, Loyalty Dollars and any other Member
      Benefits not already redeemed by the Member will be automatically forfeited and cancelled.
  9. Rejection, Suspension and Cancellation
    1. Greencross reserves the right, at any time and without notice, to:
      1. decline to register Memberships, provide Membership Facilities or Member
        Benefits;
      2. reverse any Member Benefits, including any Points credited to an Account; or
      3. suspend or terminate a Membership.
    2. Grounds for doing any of the things referred to in clause 9.1 include:
      1. any abuse or attempted abuse of the Membership, the Program or anything
        associated with Greencross;
      2. an act or omission contrary to these Loyalty Program T&Cs;
      3. any Member Benefits which are accumulated fraudulently or credited or
        accumulated erroneously;
      4. any use or attempted use of an entitlement to Points, or any other Member
        Benefits in a manner contrary to these Loyalty Program T&Cs;
      5. any reasonable suspicions of unacceptable conduct in connection with
        Membership, including any reasonable suspicion of dishonesty, fraud or wrongful
        conduct; or
      6. your bankruptcy or death.
    3. Any cancellation of your Membership will result in the automatic cancellation for forfeiture of
      accrued Points, Loyalty Dollars and other Member Benefits.
    4. On cancellation of your Membership, we may continue to retain your Membership
      information for record-keeping purposes and, in de-identified form, for our general data
      analysis purposes and we may allocate, to another customer, any Membership identifier
      (including number) previously allocated to you.
    5. Greencross gives no warranty as to the continuing availability of the Program, and may
      terminate or suspend the Program at any time. In the event of suspension or termination of
      the Program, we will take reasonable steps to notify you. If the Program is terminated, all
      accrued Points, Loyalty Dollars, and other Member Benefits must be redeemed within 8
      weeks of the date Greencross provides notice to you. All accrued Points, Loyalty Dollars and
      other Member Benefits which are not redeemed within 8 weeks of the date of notice will be
      automatically forfeited.
    6. Greencross will use reasonable endeavours to transmit notices relevant to the administration
      of the Program to each Member in accordance with their communications preferences. Any
      notice will be deemed to have been given if posted to the mailing address or emailed to
      email address last notified by the Member. Each Member is responsible for advising
      Greencross of any change to their contact details or communications preferences. Greencross will not be liable for an accidental failure to deliver (or the nonreceipt of) a notice.
  10. Greencross’ liability
    1. You acknowledge and agree that there may be:
      1. delay in issuing you with, or non-issue to you of, any Member Benefits;
      2. acts, errors, omissions by us in the course of providing the Program (including as
        referred to in these Loyalty Program T&Cs);
      3. the suspension and/or termination of the Program, including the ability for
        Members to earn and redeem Points,
        and to the maximum extent permitted by law, Greencross will not be liable to you in any way
        for any cause in connection with such matters, including for any unused Points balance in
        your Account at the time of termination.
    2. You agree that any comments, suggestions or recommendations you may receive from us or
      others as part of Member Benefits may not be suitable, accurate or complete and you must
      not rely on them in a way which may give rise to any loss or damage. If you intend to rely on
      anything in connection with the Program, your reliance should be based solely on your own
      judgement including as to the extent which you should obtain or use any Member Benefits.
    3. Clauses 14.2 to 14.6 (inclusive) of the Website T&Cs apply to these Loyalty Program T&Cs,
      with the necessary changes as to detail.
    4. Any claimed discrepancy in relation to accrued Points must be notified in writing by you to
      Greencross, together with a legible copy of any relevant proof of purchase (e.g. a tax
      invoice). In the case of dispute, the decision of Greencross will be final and binding.
    5. Any dispute regarding eligibility to participate in the Program; accrual or redemption of
      Points, eligibility for any Member Benefit, or any other dispute which arises in connection
      with a Member's participation in the Program will be determined by Greencross in its sole
      and absolute discretion.
  11. Changes to these Loyalty Program T&Cs
    1. We may amend or update these Loyalty Program T&Cs and will take reasonable steps to
      bring any material changes to your attention.
    2. As you are bound by these Loyalty Program T&Cs, you should review these Loyalty Program
      T&Cs from time to time. By continuing to participate in the Program after any amendments
      are made to these Loyalty Program T&Cs, you are deemed to agree to, and be bound by,
      such changes. If any change has a detrimental effect on you, you may cancel your
      Membership in accordance with clause 8.1.
  12. Contact details
    1. If you have any queries or complaints regarding the Program, you should speak to our friendly staff instore or contact us on the contact details below:

      Contact Greencross Group
      Phone Petbarn: 1300 655 896
      Greencross Vets: 1300 836 036
      Healthy Pet Plus: 1800 738 775
      You can contact us 9am to 5pm, Monday to Friday AEST
      Email Petbarn: info@petbarn.com.au
      Greencross Vets: info@greencrossvet.com.au
      Healthy Pet Plus: info@healthypetplus.com.au
      Postal Address Quarter One, Level 2, 1 Epping Road, North Ryde, NSW 2113
  13. Definitions and interpretation
    1. In these Loyalty Program T&Cs, unless expressed to the contrary:
      1. Member means a person who has Membership.
      2. Member Benefits are benefits which we specify from time to time in connection
        with the Program including the benefits referred to in these Loyalty Program T&Cs,
        and includes any Existing Member Benefits (as the context permits).
      3. Membership means your registration with the Program.
      4. Membership Facility means any means by which you access the Program
        including any Member Benefits, including any mobile or device application or any
        website.
      5. Participating Products or Services means such goods or services as advertised
        from time to time on which Loyalty Dollars can be redeemed.
      6. Points means the points awarded to Members pursuant to, and redeemable in
        accordance with, these Loyalty Program T&Cs.
    2. In these Loyalty Program T&Cs, references to “we”, “our” and “us” are references to
      Greencross Pty Ltd and references to “you” and “your” are references to the individual who
      has registered as a Member, used any Membership Facilities or who has sought to earn or
      use any Points or Member Benefits.