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Privacy Policy

DATA PRIVACY POLICY

Controller of Data Processing:
Leo and Friends s.a.r.l
Zahret el Ihsan Street, Ashrafiyeh
Beirut, Lebanon
? laf@leoandfriends.info
? ‪+961 3 783597
? www.leoandfriends.info

⸻

1. INTRODUCTION

Thank you for visiting Leo and Friends. Your privacy is very important to us. This Privacy Policy explains how we collect, process, and protect your personal data when you use our online store or book our pet care and spa services.

By visiting our website or using our services, you agree to the terms of this Privacy Policy and the processing of your personal data in accordance with the applicable laws in Lebanon, particularly the E-Transactions and Personal Data Law No. 81/2018.

⸻

2. ACCESS DATA AND HOSTING

You can browse our website without providing personal details. Each time you access our site, our web server automatically stores information such as your IP address, browser type, date and time of access, and the pages visited.
This data is used only to ensure proper website operation, improve our services, and protect against misuse. The data is automatically deleted within a short period unless required for security or legal reasons.

⸻

3. DATA PROCESSING FOR ORDERS AND SERVICE BOOKINGS

3.1 Orders and Bookings

We collect personal information when you place an order, create an account, or book a grooming/spa appointment. This information may include your name, address, contact details, payment information, and your pet’s details (name, type, size, preferences).

We use this data to process your order, manage bookings, deliver products, provide customer support, and fulfill our contractual obligations.

3.2 Contact and Support

When you contact us via email, contact form, or social media, we process the information you voluntarily provide (such as your name, phone number, and message content) solely to handle your inquiry.

All personal data shared through these channels is used only for communication purposes and deleted once your request has been fully addressed.

⸻

4. SHIPPING AND DELIVERY DATA

To fulfill your order, we share your delivery details with our logistics and courier partners (e.g., LibanPost, Aramex, or other local carriers) when necessary.
Your contact information (email and/or phone number) may be shared to coordinate delivery and ensure smooth communication with the courier.

⸻

5. PAYMENT DATA

We work with trusted payment service providers to process payments securely. Depending on the method you select (credit/debit card, cash on delivery, or other local payment options), your payment information will be handled either by us or directly by the payment gateway provider.

We do not store or have access to your full credit or debit card details. All payments are encrypted and processed securely according to industry standards.

⸻

6. EMAIL MARKETING AND COMMUNICATION

If you subscribe to our newsletter or agree to receive promotional updates, we will use your email address to send you updates about new products, offers, or pet care tips.
You can unsubscribe at any time by clicking the “Unsubscribe” link in our emails or contacting us at laf@leoandfriends.info.

⸻

7. COOKIES AND TRACKING TECHNOLOGIES

To enhance your experience, we use cookies and similar technologies on our website.
Cookies are small text files stored on your device that help us remember your preferences, track items in your cart, and analyze website usage.

We use:
   •   Essential cookies – required for site operation (e.g., cart, login).
   •   Analytical cookies – to measure website performance.
   •   Marketing cookies – to show relevant ads via Google or Meta (Facebook/Instagram Pixel).

You can manage or disable cookies through your browser settings at any time. However, some features may not function properly if cookies are disabled.

⸻

8. WEB ANALYTICS AND META PIXEL

We use tools such as Meta (Facebook) Pixel and Google Analytics to understand how visitors use our site and to improve our advertising campaigns.
These tools collect information such as your IP address, browser type, time of visit, and pages viewed. Data may be processed outside Lebanon (e.g., in the EU or USA) under standard data protection clauses.

You can opt out of Meta Ads personalization in your Facebook settings or adjust Google Ad preferences through your browser.

⸻

9. SOCIAL MEDIA

9.1 Social Media Buttons

Our website includes links to social networks such as Instagram and Facebook. These links only connect to our profiles — no data is shared unless you click the link.

9.2 Social Media Pages

When you visit our official pages on Facebook or Instagram, these platforms may collect your personal data for analytics or advertising purposes. The data usage policies of Meta Platforms Ireland Ltd. apply.
We do not control how these platforms use your information. Please review their privacy policies for more details.

⸻

10. DATA SECURITY

We use modern security technologies, including SSL encryption, to protect your personal information against unauthorized access, loss, misuse, or alteration.
Our team and service providers are trained to handle data responsibly and confidentially.

⸻

11. DATA RETENTION

We keep your personal data only as long as necessary to fulfill the purposes described above or as required by Lebanese law (for example, accounting and tax regulations). Once no longer needed, your data will be securely deleted or anonymized.

⸻

12. YOUR RIGHTS

You have the right to:
   •   Access your personal data held by us.
   •   Request correction or deletion of inaccurate or outdated information.
   •   Withdraw consent to marketing communications.
   •   Object to certain processing activities (e.g., advertising).

To exercise your rights, contact us at laf@leoandfriends.info or write to:
Leo and Friends s.a.r.l, Zahret el Ihsan Street, Ashrafiyeh, Beirut, Lebanon.

We will respond within the timeframe permitted by Lebanese data protection law.

⸻

13. UPDATES TO THIS POLICY

We may update this Privacy Policy from time to time to reflect changes in our practices or in the law. The latest version will always be available on our website under “Privacy Policy.”

⸻

14. CONTACT INFORMATION

For any questions about this Privacy Policy or your personal data, please contact:

Leo and Friends s.a.r.l
Zahret el Ihsan Street, Ashrafiyeh, Beirut, Lebanon
? laf@leoandfriends.info
? +961 3 783597
? www.leoandfriends.info

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Terms of Service

TERMS OF SERVICE

Leo and Friends s.a.r.l
Zahret el Ihsan Street, Ashrafiyeh, Beirut, Lebanon
? laf@leoandfriends.info
? +961 3 783597
? www.leoandfriends.info

1. Scope and Applicability

These Terms of Service (“Terms”) govern all purchases, bookings, and interactions made through the website www.leoandfriends.info. By placing an order or booking a service, you agree to be bound by these Terms.

The Terms apply exclusively to consumers within the meaning of Lebanese consumer protection laws.

2. Right of Withdrawal

You have the right to withdraw from your online purchase within 14 days without giving any reason, provided the goods are unused, unopened, and in their original packaging.

The withdrawal period is 14 days from the day you or a third party designated by you (other than the courier) receives the goods.

To exercise your right of withdrawal, please inform us by sending a clear written request via email to laf@leoandfriends.info. We will confirm receipt of your withdrawal request by email.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right before the withdrawal period expires.

3. Refund and Return Conditions

If you withdraw from this contract, we will refund all payments received from you, including delivery costs (except additional costs if you selected a non-standard shipping option), within 14 days from the day we receive the returned goods in original condition.

Refunds will be made using the same payment method you used for the transaction, unless otherwise agreed.
We may withhold the refund until we receive the goods back and inspect them for eligibility.

You must return the goods to us at your own cost, properly packaged and unused, within 14 days from the date you notify us of your withdrawal.

4. Exclusions from the Right of Withdrawal

The right of withdrawal does not apply to:

Products made to customer specifications or clearly personalized (e.g., engraved or customized items).
Goods that are unsealed after delivery and are not suitable for return due to hygiene or health protection reasons (e.g., opened pet shampoos, brushes, or grooming products).
Spa services that have already been performed or are scheduled within 24 hours.

5. Language of the Contract

The contract, order, and business communication languages are English and Arabic.

6. Delivery and Availability

Orders are processed and delivered within Lebanon only.
Deliveries are handled by trusted courier services such as LibanPost or Aramex. Delivery times and charges will be displayed during checkout.

We reserve the right to refuse or cancel an order if a product is unavailable or due to circumstances beyond our control.

7. Offers and Prices

All offers are valid while stocks last.
Prices are listed in Lebanese Pounds (LBP) or U.S. Dollars (USD), inclusive of applicable VAT, and exclusive of delivery charges unless otherwise stated.

You will receive an order confirmation via email upon successful purchase.

8. Delivery Charges

Shipping and delivery fees depend on the order value and destination within Lebanon. Charges will be displayed during checkout before payment is completed.

9. Payment Methods

You can pay for your purchases through the following methods:

Credit/Debit Card (Visa, MasterCard, etc.)
Cash on Delivery
Bank Transfer (if offered on checkout)
Local Payment Gateways integrated on our site

All transactions are processed securely. Leo and Friends does not store full card details.

10. Payment Delays

In the event of payment failure or delay, additional charges may apply.
Late payments are subject to 1.5% monthly interest, and reminder fees may be applied. Leo and Friends reserves the right to engage a third-party collection service to recover unpaid balances.

11. Retention of Ownership

All goods remain the property of Leo and Friends s.a.r.l until full payment has been received.

12. Electronic Communication

By using our website, you agree that all communication, including invoices and notices, may be sent electronically via email.

13. External Links Disclaimer

Our website may contain links to third-party websites or services. We have no control over, and assume no responsibility for, the content or practices of these external sites.

14. Image and Content Rights

All product photos, videos, and design materials are owned by Leo and Friends s.a.r.l or its partners.
Use or reproduction of any content, even partially, without prior written permission is strictly prohibited.

15. Warranty and Product Quality

If a purchased product shows manufacturing defects, please contact laf@leoandfriends.info within 7 days of receipt.
We may replace or refund the item after inspection.
Normal wear, misuse, or damage caused by pets is not covered under warranty.

16. Applicable Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of the Lebanese Republic.
Any disputes shall fall under the exclusive jurisdiction of the courts of Beirut, Lebanon.

17. Special Conditions for Pet Spa Services

17.1 Booking and Confirmation

You may book pet spa appointments through our website.
Each appointment is confirmed by email or phone with a specific date, time, and service package.
Once confirmed, the booking constitutes a binding service contract.

17.2 Cancellation Policy

If a booked appointment is canceled less than 24 hours before the scheduled time or if the customer fails to show up, the full service fee will still be charged.

We reserve the right to cancel or refuse a booking for valid reasons, including aggressive animal behavior or health and safety concerns.

17.3 Service Prices and Conditions

All service prices include VAT and are displayed on our website.
If any issue arises during the service (such as a skin reaction or behavioral problem), our staff will contact the owner immediately.
Any claim regarding spa services must be reported immediately upon pickup.
Leo and Friends reserves the right to determine whether to reperform the service or issue a refund.

18. Limitation of Liability

Leo and Friends is not liable for:

Allergic reactions, stress, or injuries resulting from undisclosed pet health conditions.
Delays or failures caused by external factors (transport issues, supplier delays, etc.).
Minor website errors or temporary unavailability.

Our liability is limited to the value of the purchased product or booked service.

19. Updates to the Terms

Leo and Friends reserves the right to modify these Terms at any time.
The version in effect at the time of your order or booking will apply.
Updates will be published on www.leoandfriends.info under “Terms of Service.”

20. Contact Information

Leo and Friends s.a.r.l
Zahret el Ihsan Street, Ashrafiyeh, Beirut, Lebanon
? laf@leoandfriends.info
? +961 3 783597
? www.leoandfriends.info

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Return Policy

Leo and Friends – Return & Refund Policy

Last updated: 1-11-2025

At Leo and Friends, we want every customer to feel confident and satisfied with their purchase. Our return policy is designed to be clear, fair, and easy to follow, while ensuring the safety and hygiene of all pet-related products.

1. Eligibility for Returns

You may request a return under the following conditions:

The item is unused, unopened, and in its original packaging.
The request is submitted within 7 days from the date of delivery.
The item is not listed under the “non-returnable” category.

All return requests are subject to inspection before approval.

2. Non-Returnable Items

To protect pet health and comply with hygiene standards, the following items cannot be returned or exchanged:

Opened or used food, treats, snacks, or supplements
Grooming products (shampoos, sprays, brushes, personal care tools)
Beds, carriers, blankets, or fabric items that have been removed from packaging
Chew toys or any product that may have come into contact with saliva
Customized, engraved, or personalized items
Items purchased on clearance or during special promotions (unless damaged)

3. Damaged or Defective Items

If the product arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:

Order number
Photos or videos of the damaged/incorrect item
A description of the issue

We will replace the item or offer store credit depending on availability.

4. Return Process

Contact our support team at laf@leoandfriends.com with your order details.
Our team will review your request and confirm eligibility.
Approved returns must be shipped back in their original packaging.
Once inspected, we will process your refund or store credit within 5–7 business days.

5. Refund Method

Refunds are issued to the original payment method or as store credit, depending on your preference (unless restricted by the payment gateway).
Shipping fees are non-refundable, except in cases of receiving damaged or incorrect items.

6. Exchange Policy

Exchanges are allowed only for defective or incorrect items.
If you want a different size, color, or product, it will be processed as a new order, and the original item must follow the return policy.

7. Order Cancellations

Orders can be canceled within 2 hours of placing the order.
Once the order is processed or shipped, it can no longer be canceled and must follow the return process.

8. Contact Us

For any questions or assistance regarding returns, please contact our team:
Email: laf@leoandfriends.com
Phone: +961 3 783 597

We are always here to help ensure you and your pet have the best experience with Leo and Friends.

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