Terms of service

Last updated: 16 April 2026

The short version: These terms cover how you use catchi.com.au and how our subscriptions work. The important bits are: your subscription auto-renews until you cancel, you can cancel anytime with no fees before your next billing date, and nothing in these terms takes away any rights you have under the Australian Consumer Law.

If you'd prefer the long version, read on.

1. Who we are

These terms are between you and Cat Chi Pty Ltd (ABN 70 678 670 838) ("CatChi", "we", "us"), a company registered in Australia with its registered office at 41 Pitt Street, Redfern NSW 2016, Sydney NSW.

You can contact us at meow@catchi.com.au for anything — day-to-day, policy, or legal.

2. These terms

By using catchi.com.au (the "Site"), creating an account, or placing an order, you agree to these Terms of Service. If you don't agree, please don't use the Site.

We may update these terms from time to time. When we do, we'll update the "Last updated" date above. For material changes that affect existing subscribers (for example, pricing or cancellation terms), we'll give you at least 14 days' notice by email before the change takes effect.

3. Your account

You can shop without an account, but you'll need one to manage a subscription. You're responsible for keeping your account details accurate and your password secure. You must be at least 18 years old to create an account or place an order.

4. Orders and pricing

How an order becomes a contract. When you place an order, we'll send you a confirmation email. That confirmation is an acknowledgement — a contract is formed only when we dispatch your order. We may decline any order at our discretion, including where a product is out of stock, we can't deliver to your address, or we suspect fraud. If we decline an order after you've paid, we'll refund you in full.

Prices. All prices on the Site are in Australian dollars and include GST. Delivery charges (if any) are shown at checkout.

Price changes for subscriptions. If we change the price of a subscription product, we'll notify you by email at least 14 days before the change applies to your next order. You can cancel or adjust your subscription at any time before the next billing date if you don't want to proceed at the new price.

5. Subscriptions

How CatChi subscriptions work. Most of our customers receive CatChi via a recurring subscription. When you sign up — including through our Starter Pack offer — you're agreeing to an ongoing subscription that automatically renews and charges your payment method at the frequency you chose (typically every 2, 4, or 6 weeks), until you cancel it.

Your first order. Our Starter Pack is a one-off purchase that converts to a regular subscription after your first delivery. Your first regular subscription order will be billed on the date shown in your account. We'll email and SMS you before that first regular charge so you have time to adjust or cancel if you want to.

Skipping, pausing, and cancelling. You can skip an upcoming delivery, pause your subscription, or cancel it at any time before your next billing date, from your account dashboard or by emailing meow@catchi.com.au. There are no cancellation fees and no minimum commitment beyond any order that's already been charged. Once an order has been billed and dispatched, it can't be cancelled — but our Refund Policy sets out the situations where we'll still make things right.

No pro-rated refunds on cancellation. If you cancel your subscription after an order has been billed, you won't receive a pro-rated refund for the unused portion of that order. The paid-for delivery will still be dispatched. But if you have any changes required, reach out and we'll help as best we can.

Changes we make. We may change things from time to time (i.e. when we improved our packaging). If a change materially affects a subscription, we'll email you before it ships.

6. Delivery

Where we deliver. The specific postcodes we cover are shown at checkout and in the wizard on our Get Started page. If we don't deliver to your postcode yet, we'll let you know.

Fresh food, delivered cold. CatChi is fresh, frozen food. We pack every order with insulation and ice packs designed to keep the food cold from our kitchen to your door. Deliveries are usually left at the address you provide unless you give us other instructions. You're responsible for putting the food in your fridge or freezer promptly after delivery.

Delays and failed deliveries. We do our best to meet the delivery windows shown at checkout, but we can't guarantee exact times. If a delivery is delayed, undelivered, or arrives in a state that's affected the food, please email us at meow@catchi.com.au as soon as possible (and ideally within 48 hours) — we'll sort it under 7 below.

7. Refunds, replacements, and your ACL rights

Your rights under Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law or any other law that cannot lawfully be excluded.

In plain English. If something's wrong with your order — food arrived warm, pouches are damaged, a recipe is missing, the wrong box turned up, or it never arrived — email us at meow@catchi.com.au within 48 hours of delivery with a photo if you can, and we'll make it right. That usually means a refund or a free replacement box on your next delivery, whichever suits you.

Why we don't accept physical returns. Because our food is fresh and perishable, we can't safely accept food back once it's been in your fridge or freezer — there's no way we can resell or reuse it. But "no returns" doesn't mean "no refunds." If your order wasn't right, we'll sort it under the paragraphs above.

Subscriptions and cancellations. You can skip, pause, or cancel your subscription anytime before your next billing date from your account (see 5). Once an order has been billed and dispatched we generally can't refund it, but if something's gone wrong with the order itself the paragraphs above apply.

Sale items and gift cards are non-refundable except where required by the Australian Consumer Law.

Storage after delivery. You acknowledge that the products are perishable. Once we've delivered your order, please get it into the freezer promptly and follow the storage guidance. We're not responsible for food that spoils due to storage conditions after successful delivery.

How long refunds take. Where a refund is owed, we'll process it via your original payment method. Please allow up to 10 business days for the funds to appear in your account, depending on your bank.

8. Using the Site

You agree to use the Site only for lawful purposes. You agree not to:

Use the Site to do anything unlawful, misleading, or fraudulent
Interfere with or disrupt the Site, its security, or its underlying infrastructure
Attempt to gain unauthorised access to any part of the Site or any account that isn't yours
Copy, modify, or distribute any content on the Site (other than for your personal reference) without our written permission
Use automated tools (scrapers, bots) to access the Site at scale

9. Intellectual property

The CatChi name, logo, photography, recipes, packaging design, and Site content are owned by us or our licensors. You're welcome to share photos of your cat enjoying CatChi on social media — in fact, we love it. But we do reserve the right to ask for malicious items to be removed. Anything commercial in nature needs prior approval.

Also note, any feedback, ideas, or suggestions you send us can be used by us without restriction or payment.

10. Third-party services

The Site uses third-party services to run. These providers have their own terms and privacy practices. Our Privacy Policy describes how we share your information with them.

11. Liability

Our consumer guarantees stay. Nothing in this section reduces any guarantee or right you have under the Australian Consumer Law or any other law that cannot be contracted out of.

Otherwise, to the extent permitted by law: our total liability to you for any claim connected with these terms, the Site, or any product we sell you is limited to the amount you paid us in the 12 months before the event giving rise to the claim. We're not liable for indirect, consequential, or special loss, including loss of profits, data, or goodwill.

12. Suspension and termination

You can stop using the Site and close your account at any time — email us at meow@catchi.com.au and we'll take care of it. If you have an active subscription, cancelling the subscription and closing the account are separate steps (though we're happy to do both at once on request).

We may suspend or close your account if you breach these terms, use the Site in a way that harms other users or us, or if we're required to by law.

13. Resolving disputes

Let us fix it first. If something's gone wrong, email meow@catchi.com.au. We'll respond within one business day and do our best to sort it out directly with you.

If we can't resolve it between us. You may lodge a complaint with NSW Fair Trading (nswfairtrading.nsw.gov.au) or the ACCC (accc.gov.au). Nothing in these terms limits your right to do so at any time.

14. Governing law

These terms are governed by the laws of New South Wales, Australia. You and we submit to the non-exclusive jurisdiction of the courts of New South Wales.

15. General

Severability. If any part of these terms is found to be unenforceable, the rest stays in force.

No waiver. If we don't enforce a right under these terms, that doesn't mean we've waived it.

Whole agreement. These terms (together with our Privacy Policy, Refund Policy, and any product-specific terms shown at checkout) make up the whole agreement between you and us about your use of the Site.

Assignment. We may transfer our rights and obligations under these terms to another company (for example, if we restructure or are acquired), as long as that doesn't reduce your rights. You can't transfer your rights without our written consent.

16. Promotions, discount codes, and offers

From time to time we run promotions, referral offers, or discount codes — for example, a percentage off the Starter Pack, or "refer a friend" credits. These general rules apply to all of them, unless the specific offer says otherwise:

Introductory offers (including the Starter Pack at its promotional price) are for new customers only — one redemption per customer, household, or payment method.
Discount codes can't be stacked with other promotions unless we say so explicitly.
Campaign-specific terms (for example, "30% off your first box" landing-page offers or seasonal promos) may have their own expiry dates, eligibility rules, or exclusions shown at the point of the offer. Where those terms conflict with these, the campaign-specific terms apply.
Cancelling the subscription an offer is attached to may forfeit any unused credits or discounts on your account.
We may withdraw or change an offer at any time. Orders already placed at a promotional price stay at that price.
Misuse. We may close accounts, cancel pending orders, and remove discount codes where we reasonably suspect the offer is being gamed — for example, multiple accounts created to redeem a new-customer offer, fake referrals, or self-referral.

17. SMS messaging

We use SMS in two different ways. Service messages are part of running your subscription and keeping you informed about your deliveries — by placing an order you agree to receive these. Marketing messages are separate and opt-in only.

Service SMS. So we can communicate with you about your orders and deliveries, we'll send you SMS messages such as delivery reminders, ASAP-delivery confirmations, address or delivery-day confirmations, payment issues, and account alerts. These are part of the service you've signed up for and are needed for us to reliably deliver your food. If you have specific accessibility needs around receiving SMS, email us at meow@catchi.com.au and we'll work out an alternative.

Marketing SMS (opt-in only). If you give us your mobile number AND tick the marketing SMS opt-in (at signup, in your account, or during checkout), you also consent to receive recurring promotional SMS from CatChi — things like new-product announcements, offers, and cart reminders. You don't have to opt in to marketing SMS to use CatChi.

Messages may be sent using automated technology. Frequency varies. Message and data rates from your carrier may apply — we don't charge for the messages themselves. You agree to provide us with a valid mobile number; if you change numbers, update it in your account or re-opt-in.

How to stop marketing SMS. Reply STOP to any marketing SMS, or turn off marketing SMS in your account. You'll get a single confirmation text and no further marketing messages. Service SMS will still be sent because they're part of your subscription. Text HELP for support, or email meow@catchi.com.au.

Carriers and delivery. Supported carriers aren't liable for delayed or undelivered messages. To the extent permitted by law, we're not liable for failed, delayed, or misdirected messages, or actions you take (or don't take) based on them. Nothing in this paragraph limits rights you have under the Australian Consumer Law.

Changes. We may change the short code or number we send SMS from; if we do, we'll notify you.

18. Contact

meow@catchi.com.au · we usually reply within one business day.

Cat Chi Pty Ltd
ABN 70 678 670 838
41 Pitt Street, Redfern NSW 2016
Sydney, NSW, Australia