Terms of service
Last updated: 27 October 2026
Please read these terms and conditions carefully before using Our Services.
1. About these terms
1.1 These terms apply when you use thrivedogkitchen.co.nz, our hosted pages and checkout, our emails and social channels (together, the Site), and when you buy or use any of our coaching, recipe, digital or group offers (together, our Services).
1.2 By using the Site or buying a Service, you agree to these terms, our Privacy Policy. If you don't agree, please don't use the Site or buy from us.
1.3 Some Services have their own written terms, such as our Client Agreement & Disclaimer for 1:1 coaching. If those terms and these terms disagree, the specific terms for that Service apply.
1.4 Nothing in these terms limits your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other New Zealand law that can't be excluded.
2. Who we are
2.1 We, us and our means Thrive Dog Kitchen Limited NZBN 7840216, trading as Thrive Dog Kitchen, based in Greytown, New Zealand. The business is run by Hilary Wilkie, a certified canine nutritionist and coach.
2.2 You and your means the person using the Site or buying a Service.
2.3 You can reach us at hello@thrivedogkitchen.co.nz or 41 McMaster Street.
3. Using the Site
3.1 You must be 18 or over to buy from us.
3.2 Please don't use the Site to break the law, harass anyone, post spam, upload anything harmful, or copy our content in ways these terms don't allow.
3.3 We work hard to keep the Site accurate and up to date, but we can't promise it is always error-free or available. We may correct errors, change content, or pause the Site for maintenance at any time.
3.4 If you create an account (for example, to access a digital product or programme), keep your login details private and tell us straight away if you think someone else has used them. Your account is for you only.
4. Not veterinary advice
4.1 We are not veterinarians. Our Services are nutrition education and coaching for dog owners. They do not diagnose, treat or prescribe for any medical condition, and they don't replace care from your vet.
4.2 Our Services are designed for healthy dogs. If your dog has, or you suspect it has, a health condition, please see your vet before using our Services or making changes to your dog's diet.
4.3 We may ask you to share our recommendations or recipes with your vet, and we may decline to work with you, or pause our work together, if we think your dog needs veterinary care first.
4.4 You are responsible for your dog's care and for the decisions you make about it, including how you use anything we provide. Please monitor your dog during any diet change and contact your vet if you have concerns.
4.5 Our free content (blog posts, social media, emails, quizzes and lead magnets) is general information only. It is not tailored to your dog.
5. 1:1 coaching
5.1 Our 1:1 coaching is by application. Submitting an application doesn't create a contract. We'll let you know whether we think we're a good fit, and we may decline any application.
5.2 If we accept you, our Client Agreement sets out what's included, how long it runs, how we communicate, and your responsibilities. The contract starts when you've accepted the Client Agreement and paid (or paid your first instalment).
5.3 Coaching relies on the information you give us. Please make sure your application and anything you share about your dog's health, history and diet is complete and accurate, and tell us promptly if anything changes.
5.4 Results depend on your dog, your circumstances and how you apply what we work on together. We will use reasonable care and skill, but we can't guarantee a particular outcome.
6. Recipe formulation
6.1 Custom recipes are formulated for a specific dog, based on the information you provide, and balanced to the nutritional standard named in your recipe pack e.g. NRC or FEDIAF.
6.2 Recipes assume your dog is healthy unless we have agreed otherwise in writing. They are not therapeutic diets.
6.3 Ingredients vary. Follow the recipe as written, including any supplements, and contact us before swapping ingredients, as substitutions can change the nutritional balance.
6.4 A recipe is for the dog it was written for. If your dog's age, weight, activity or health changes, the recipe may need reviewing.
6.5 See section 10 for how you may use your recipes.
7. Digital products and group programmes
7.1 Digital products include guides, workbooks, recorded workshops, mini courses and similar content, delivered by download or online access. After purchase you'll receive access by email or through your account.
7.2 Lifetime access means access for as long as we continue to offer and host that product, not for your lifetime or ours. If we retire a product, we'll give you reasonable notice and, where practical, a way to download what you bought. Lifetime access covers the product as it was when you bought it. It doesn't include future live sessions, bonuses or new versions unless we say so.
7.3 Group programmes and communities (such as live group coaching or a member community) may have their own programme terms, which will be shown before you buy.
7.4 In group settings, please be kind, keep other members' dogs and stories confidential, and don't use the space to promote your own business without our permission. We may remove anyone who doesn't, as set out in section 15.
7.5 Live group calls may be recorded and shared with members of that programme, and may be used in future versions of the programme. If you'd rather not appear, keep your camera off and use the chat, or tell us and we'll edit you out of anything we reuse.
7.6 Group coaching is general guidance shared with several people. It isn't individual advice for your dog in the way 1:1 coaching is.
8. Prices and payment
8.1 Prices are in New Zealand dollars. We're not currently registered for GST, so no GST is charged. If that changes, the prices shown will include GST. The price you pay is the one shown at checkout when you buy. We may change prices at any time, but changes won't affect anything you've already paid for.
8.2 You can pay by card through our checkout (Shopify, with card payments processed by Stripe and PayPal) or by bank transfer. We don't see or store your full card details. If you pay by bank transfer, please use the reference on your invoice. Your place or access is confirmed once the payment has cleared.
8.3 Paying in full or in instalments. Most Services can be paid in full or in instalments. Paying in instalments costs a little more than paying in full. The number of instalments, how often they're due, each amount and the total you'll pay are shown at checkout or on your invoice before you commit.
8.4 If you're paying in instalments, you agree to pay each one by its due date. For card payments, you authorise us to charge each instalment automatically on the dates shown. An instalment plan spreads the cost of the whole Service; it isn't a subscription you can stop part-way. If an instalment is missed, we'll let you know and give you 7 days to pay. If it's still unpaid after that, we may pause your access until it's paid. You remain responsible for the full instalment price unless we agree otherwise, or you're entitled to end the contract under section 9.
8.5 If something goes wrong with a payment, please contact us before raising a dispute with your bank. Most issues are quicker to sort out directly.
8.6 If we've listed something at the wrong price, we'll contact you before going ahead and you can choose to cancel for a full refund.
9. Cancellations, refunds and your consumer rights
9.1 Your rights under the law come first. Our Services come with guarantees under the Consumer Guarantees Act 1993 that can't be excluded, including that services will be provided with reasonable care and skill and that products will be as described. If we don't meet these, you're entitled to a remedy, which may include a refund.
9.2 1:1 coaching. If, after our first call, you decide coaching isn't right for you and your dog, let us know within 48 hours of that call and we'll refund everything you've paid, no questions asked. If you're on an instalment plan, any remaining instalments are cancelled. The same applies if you cancel before our first call. After that 48-hour window, we don't offer refunds if you change your mind. Not using part of your coaching (for example, missing sessions or not getting in touch) doesn't entitle you to a refund or an extension, unless your Client Agreement says otherwise.
9.3 Recipe formulation. Because recipes are written specifically for your dog, we don't offer change-of-mind refunds once we've started work on them. If you cancel before we start, we'll refund you in full.
9.4 Digital products. Because digital products can be accessed straight away and can't be returned, we don't offer change-of-mind refunds once you've downloaded or accessed the product. If a product doesn't work or isn't as described, let us know and we'll fix it, replace it or refund you.
9.5 Group programmes. Cancellation and refund terms for each programme are shown on its sales page before you buy.
9.6 If we can't deliver. If we cancel a Service, or can't provide it because of illness or an event outside our control for more than 30 days, we'll offer to reschedule or refund you for any part you haven't received.
9.7 How to ask. Email hello@thrivedogkitchen.co.nz with your name and what you bought. We'll respond within 5 business days. Refunds go back to your original payment method.
10. Our content and how you can use it
10.1 Everything on the Site and in our Services, including text, recipes, guides, videos, templates, graphics and our name and logo, belongs to us or is used with permission.
10.2 When you buy a Service, we give you a personal, non-transferable licence to use what we provide for your own dogs. You can print it, keep it, and share it with your vet or other professionals caring for your dog.
10.3 You can't copy, resell, share access to, publish, or use our content to create your own products or teach others for payment, without our written permission.
10.4 You're welcome to share our free content and social posts, as long as you link back to us and don't present it as your own.
11. Your content, feedback and testimonials
11.1 You keep ownership of anything you send us, such as photos of your dog, food diaries or messages.
11.2 We will only use your testimonial, your name or photos of your dog in our marketing with your permission. You can ask us to stop using them at any time, and we'll remove them from anything we control going forward.
11.3 If you send us suggestions or ideas about our Services, we're free to use them without owing you anything.
11.4 Testimonials on the Site are real experiences from real clients. Every dog is different, so they aren't a promise of the same result for yours.
12. Other websites, products and tools
12.1 We may link to, or recommend, other websites, products or brands. We don't control them and aren't responsible for their content, products or privacy practices. If we earn a commission from a link, we'll say so.
12.2 Any product we suggest is a suggestion only. Please check labels, ingredients and suitability for your dog, including any allergies or sensitivities.
12.3 We use technology, including AI tools, to help with tasks such as drafting, editing and admin. Your dog's recommendations and recipes are always reviewed and approved by Hilary. We don't enter your personal information into AI tools in a way that identifies you, except as described in our Privacy Policy.
13. Our liability
13.1 Nothing in these terms limits any liability that can't be limited by law, including under the Consumer Guarantees Act 1993.
13.2 Otherwise, to the extent the law allows, our total liability to you for anything relating to a Service is limited to the amount you paid for that Service.
13.3 We aren't liable for loss that wasn't reasonably foreseeable, or for loss caused by: information you gave us that was incomplete or inaccurate; not following our recommendations or recipes as written; changes made without checking with us; or a health condition we weren't told about or that needed veterinary care.
13.4 Our Services are for personal use. If you buy them for a business purpose, the Consumer Guarantees Act doesn't apply and we aren't liable for any business loss.
14. Privacy
14.1 We collect and use your personal information, and information about your dog, in line with the Privacy Act 2020 and our [Privacy Policy]. We only use it to provide our Services, communicate with you and improve what we do, and we never sell it.
14.2 We'll only send you marketing emails if you've agreed to receive them, and you can unsubscribe at any time.
15. Ending access
15.1 We may suspend or end your access to a Service if you seriously or repeatedly breach these terms, share your access with others, or behave abusively towards us or other members. Where it's fair to do so, we'll warn you first.
15.2 If we end your access without you having breached these terms, we'll refund you for any part of the Service you haven't received.
16. Changes to these terms
16.1 We may update these terms from time to time, for example when we add a new Service or the law changes. The version on the Site when you buy is the one that applies to that purchase.
16.2 If we make a significant change that affects a Service you're part way through, we'll tell you and you can choose to end that Service and receive a refund for any part not yet received.
17. Law and disputes
17.1 These terms are governed by New Zealand law, and New Zealand courts and tribunals (including the Disputes Tribunal) can hear any dispute.
17.2 If something isn't right, please talk to us first. We'll do our best to resolve it fairly and quickly.
17.3 If any part of these terms is found to be unenforceable, the rest still applies. If we don't enforce a term straight away, we can still enforce it later.
18. Contact us
Questions about these terms? Email hello@thrivedogkitchen.co.nz.