Terms of service

1. Introduction

Welcome to the Mylo website (“Site”), operated by Mylo Pets International Limited (“Mylo”, “we”, “us”, “our”), a company incorporated in Hong Kong. By accessing, browsing, or using our Site or purchasing products or services from us, you agree to be bound by the following Terms and Conditions (“Terms”). If you do not agree to these Terms or our Privacy Policy, please do not use our Site.

We reserve the right to modify, update, or revise these Terms at any time. Changes will be posted on this Site and will be effective immediately. Continued use of the Site signifies your acceptance of the revised Terms.

2. Eligibility and Registration

  • Users must be at least 18 years of age and capable of forming legally binding contracts under Hong Kong law.
  • You agree to provide accurate and up-to-date information when registering or making purchases.
  • You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

3. Products, Orders, and Availability

  • All Mylo products are subject to availability and may change without prior notice. Product images and descriptions are for reference only.
  • We reserve the right to refuse or cancel any order, limit quantities purchased, or restrict sales at our sole discretion.
  • Prices and product availability are subject to change. Any price changes will be communicated prior to order confirmation and applied only to future purchases.

4. Subscriptions, Payment, and Delivery

  • Subscription and delivery services are available to eligible customers in selected locations within Hong Kong. Subscription terms, package options, and delivery schedules are set out on the Site.
  • Payment must be made by credit/debit card or other accepted methods at checkout. By submitting payment details, you warrant that you are authorised to use the provided payment method.
  • Delivery is subject to local conditions and may vary. Mylo will not be responsible for delays due to causes beyond our reasonable control.

5. Pausing, Rescheduling, and Cancelling

  • You may pause, reschedule, or cancel your subscription at any time using your account dashboard or by contacting Mylo customer service.
  • Cancellations apply to future deliveries only. No pro-rated refunds will be issued for partially consumed subscriptions unless required by law.

6. Promotions, Credits, and Referral Programmes

  • Promotional offers, credits, referrals, and discounts are subject to specific terms stated on the Site or in promotional materials.
  • Offers are non-transferable, not redeemable for cash, and may not be combined with other offers unless explicitly stated.
  • Mylo reserves the right to modify, terminate, or withdraw any offers or credits at any time.

7. Returns and Refunds

  • Please inspect your delivery upon receipt. If you believe your order is defective, damaged, or incorrect, contact our customer service within 48 hours.
  • Refunds or replacements will be considered only for products that are defective or not as described, subject to our review.
  • Except as required by Hong Kong law, Mylo is not obligated to provide returns or refunds for products due to change of mind.

8. Use of the Site

  • You agree to use our Site for lawful purposes only and not to:
    • Impersonate any person or misrepresent your affiliation
    • Violate intellectual property rights of Mylo or any third party
    • Interfere with or disrupt the Site or servers
    • Submit false information or fraudulent orders

9. Intellectual Property

  • All content, trademarks, logos, images, text, and software on the Site are owned by or licensed to Mylo and protected by Hong Kong and international intellectual property laws.
  • You may not copy, reproduce, modify, distribute, or exploit any content without explicit written permission from Mylo.

10. Disclaimer

  • Product Disclaimer: All Mylo products are formulated based on scientific research and reviewed by veterinarians; however, results may vary between individual pets. Information on this Site is for informational purposes only and does not constitute veterinary medical advice. Always consult your veterinarian before making dietary changes for your pet, especially if your pet has existing health conditions.
  • No Warranty: To the extent permitted by law, Mylo disclaims all warranties, express or implied, regarding the accuracy, reliability, suitability, or availability of our Site, content, services, or products.
  • Third-Party Links and Content: Our Site may include links to third-party websites or resources. Such links are provided for convenience and do not signify endorsement. Mylo is not responsible for the content, products, or privacy practices of third-party sites.

11. Limitation of Liability

  • To the fullest extent permitted by law, Mylo, its directors, officers, employees, agents, or affiliates will not be liable for any direct, indirect, incidental, consequential, or punitive damages arising from your use of the Site, products, or services.
  • Under no circumstances will the aggregate liability of Mylo exceed the amount paid by you for products or services purchased in the six months preceding the event giving rise to such liability.

12. Indemnity

  • You agree to indemnify, defend, and hold harmless Mylo, its affiliates, officers, employees, and agents from any claims, losses, damages, costs, or expenses (including legal fees) arising from your breach of these Terms, your misuse of the Site or products, or your violation of any law or third-party rights.

13. Personal Data and Privacy

  • Mylo is committed to protecting your privacy in line with the Personal Data (Privacy) Ordinance (Cap.486) of Hong Kong.
  • Please refer to our Privacy Policy for details on how personal data is collected, used, stored, and disclosed.
  • You have the right to request access to and correction of your personal data held by Mylo and to opt out of marketing communications.

14. Governing Law and Jurisdiction

  • These Terms are governed by and construed in accordance with the laws of the Hong Kong Special Administrative Region.
  • Any disputes or claims arising out of or relating to these Terms, the Site, or the products/services, shall be subject to the exclusive jurisdiction of the courts of Hong Kong.

15. Contact Information

For any questions regarding these Terms and Conditions, please contact us at:

Mylo Pets International Limited

FLAT/RM 3, 9/F, TRIUM LAB, 21 LUK HOP STREET, SAN PO KONG

Email：hello@mylo-pets.com 

Phone：+852 6081 5031

Mylo Disclaimer

General Disclaimer

The information and recommendations provided on the Mylo Site and in any Mylo products or communications are for informational purposes only. While Mylo strives to provide science-backed, high-quality nutrition options for pets and collaborates with veterinary nutrition experts, all content is intended as general guidance and does not replace professional veterinary advice.

  • Individual pet needs may vary.
  • Always consult with a qualified veterinarian before changing your pet’s diet, especially if your pet has any underlying medical concerns.
  • Any testimonials or user stories featured on the Site reflect personal experiences and do not guarantee similar results for all pets.

Limitation of Remedies

Mylo does not guarantee results and will not be responsible for any adverse health effects resulting from improper use of products, failure to follow instructions, or circumstances outside of our reasonable control.

By using the Mylo Site or purchasing Mylo products/services, you acknowledge you have read, understood, and agreed to these Terms and Conditions and Disclaimer.