Terms & Conditions

By accessing the Site, creating an account or placing an order, you:

• Confirm you are at least 18 years old and capable of entering into a binding agreement; and
• Agree to comply with these Terms and any other policies referenced here (such as our Privacy Policy, Delivery FAQs, and Returns/Credits policy if published separately).

We may update these Terms from time to time. The most current version will always be posted on the Site with an updated “Effective date”. Your continued use of our Services after changes are posted means you accept the updated Terms.

Franco Brings is an Australian business providing real-grass dog potty trays and related products on a subscription and one-off basis within our nominated delivery areas.

• Business name: Franco Brings
• ABN: 88 924 175 536
• Email: hello@francobrings.com
• Address: 8/30 Baldock Street, Moorooka QLD 4105, Australia
• Jurisdiction: Australia (Queensland law applies)

We are registered for GST (ABN 88 924 175 536). Unless stated otherwise, all prices are inclusive of GST.

To place and manage orders, you may need to create an account.

You agree to:

• Provide accurate and up-to-date information (name, email, delivery address, access instructions, pet's name, etc.);
• Keep your login details secure; and
• Notify us promptly if you suspect unauthorised use of your account.

You are responsible for all activity that occurs under your account.

Franco Brings supplies real, living turf and related products (trays, frames, lids and accessories). Because our core product is natural turf:

• Natural variation: Colour, thickness, density, moisture and longevity can vary from week to week depending on weather, season, farm conditions and your home environment (sun, shade, ventilation, use, cleaning).
• A living, natural product: Our turf is cut fresh from a working farm and is a real, living product. From time to time it may contain small amounts of soil, organic matter, or the occasional garden insect, worm or spider — just as any fresh-cut grass would. This is a normal characteristic of real turf, not a defect, and we take reasonable steps to check trays before delivery. If you ever receive turf with a significant pest presence that makes it genuinely unusable, contact us as soon as possible with photos and we'll make it right in line with Section 11.
• No guaranteed lifespan: Any indication of how long the grass typically lasts is a guideline only. Actual lifespan depends on factors such as dog size, toilet habits, cleaning routine, ventilation and weather.
• Weather and farm dependency: We rely on third-party farms for turf supply. Heavy rain, flooding, heat, machinery issues or other unforeseen farm events may delay or prevent cutting and delivery of fresh grass in a given week.
• Health & allergies: If your dog has allergies, sensitivities or health concerns, please consult your vet before use. Our products are not a substitute for professional veterinary care.
• Your dog's behaviour: How your dog interacts with the turf (digging, chewing, eating grass, tipping the tray, or making a mess) is outside our control. Damage to the product, your floors or belongings caused by your pet after delivery is your responsibility.

We'll always use reasonable care and skill in providing our Services, but we can't promise that every tray of grass will be identical or behave exactly the same in every home.

We deliver only to suburbs within our current delivery area (as listed on our Site or as confirmed by us in writing). Deliveries are currently made on Fridays.

By placing an order, you confirm that:

• Your delivery address is within our delivery area; and
• You have provided accurate, up-to-date access and delivery instructions (e.g. unit number, gate or door codes, intercom details, lift access, “leave at front door”, building manager contact if relevant).

Keeping your instructions current is your responsibility. You can update delivery instructions in your customer portal at any time before the cut-off for that week's delivery. We rely on these instructions to complete your delivery.

5.1 Authority to leave

Unless we have explicitly agreed otherwise in writing, all deliveries are made with “authority to leave” in a reasonably safe spot as determined by the driver (e.g. front door, building foyer, mail room, garage area). We cannot deliver to parcel lockers — our product is fresh turf and needs a safe, accessible drop point.

5.2 What our drivers will do on delivery day

If our driver cannot complete your delivery straight away, they will take the following reasonable steps:

• Follow your delivery instructions;
• Buzz your intercom or knock;
• Message you on your nominated phone number;
• Look for a reasonably safe alternative drop point (such as your building foyer or mail room), if one is accessible.

Our drivers run a scheduled route and can only wait a few minutes at each address. If, after taking these steps, the driver cannot access your building or find a safe place to leave your order, the delivery will be marked as failed and the driver will move on.

5.3 Failed deliveries — what happens next

If your delivery fails because of an access issue at your end (e.g. we can't get into your building, the intercom isn't answered, your instructions are out of date, or there is no safe place to leave the product), then:

• We will notify you by SMS and/or email as soon as reasonably possible;
• Because our product is fresh and perishable and cannot be resold or redelivered later in the week, the order is forfeited and no refund or credit will be given — the product has been cut, prepared and transported for you;
• Where we reasonably can, we may — as a goodwill gesture and at our sole discretion — offer an alternative, such as redelivery by other means, collection from a nominated point, or a credit toward a future delivery. Any goodwill gesture does not create an obligation for us to do the same in future.

We are not obliged to redeliver a failed order, as the turf may no longer meet our freshness standards.

5.4 Failed deliveries — our fault

If a delivery fails or goes to the wrong address because of an error on our part (e.g. driver error, or an address mix-up in our system), we'll always try to fix it first — we will attempt to locate your order and redirect it to the right address as quickly as we can, usually the same day.

If we can't recover or redirect your order, we will send a replacement on the same run if spare stock is available. If no spares are available, we will refund the affected order in full (or apply an account credit, if you'd prefer).

Nothing in this section limits your rights under the Australian Consumer Law.

5.5 Risk once delivered

Once a delivery has been made to your delivery address or the safe place described in your instructions, and our records show proof of delivery (driver photo, GPS, scan, etc.), risk in the products passes to you. We are not responsible for loss, theft or damage after that point. If you believe an order shown as delivered is missing, contact us within 48 hours and we will investigate (including reviewing proof-of-delivery records) — see Section 11.

We provide both one-off purchases and recurring subscriptions (e.g. weekly, fortnightly, every 3 weeks, monthly).

By starting a subscription, you agree that:

1. Recurring billing. You authorise us (via our payment processor) to charge your nominated payment method for each upcoming delivery in advance, at the frequency you select.
2. Cut-off times for changes. Changes (skips, pauses, cancellations, address changes, size changes) must be made in your customer portal before our published cut-off time for the relevant delivery cycle. If changes are made after the cut-off, they may not take effect until the following cycle.
3. Payment failures. If a payment fails, we may attempt to re-charge your card; pause or cancel your deliveries until payment is successful; and/or contact you to update your payment details.
4. Subscription management. You can manage your subscription (change size, frequency, pause, cancel, update address) via the customer portal. If you contact us to request changes on your behalf, delays or errors are more likely, so we strongly recommend using the portal where possible.

When you place an order, create an account or start a subscription with Franco Brings, you agree that we may contact you by email, SMS, phone or any other contact details you provide, so we can look after your orders and deliveries.

7.1 Service-related messages

Some messages are an essential part of providing the Service. These service-related messages may include:

• Order confirmations and delivery updates;
• Delivery access issues (e.g. we can't reach your safe drop);
• Payment failures and billing notices;
• Subscription reminders, changes and cut-off notices;
• Account notices and important updates;
• Product setup, care and usage guidance;
• Safety or quality notices; and
• Customer support replies.

Because these messages are part of delivering the Service you've asked for, we may still send them even if you have unsubscribed from marketing messages.

7.2 Marketing & promotional messages

We may also send you marketing or promotional messages, such as offers, subscription prompts, feedback or review requests, and product updates or reminders. We'll only send these where you have consented or where we are otherwise permitted by law.

Marketing messages will always identify Franco Brings as the sender and include a clear way to unsubscribe or opt out.

7.3 Opting out

You can opt out of marketing messages at any time by using the unsubscribe link or opt-out instructions in the message, or by emailing us at hello@francobrings.com.

Opting out of marketing does not cancel your order or subscription, and does not stop essential service-related messages. If you'd like to pause or cancel a subscription, you can do that through your customer portal.

7.4 How we send messages

We use trusted third-party platforms to help us send emails, SMS, payment notices, delivery updates and customer support messages. Your personal information is handled in accordance with our Privacy Policy.

• All prices are shown in Australian Dollars (AUD) and are inclusive of GST, unless otherwise stated.
• We may update our prices from time to time.

For active subscriptions, we'll give you reasonable notice (e.g. by email or on the Site) before price changes take effect on your next billing cycle, so you can choose to continue, modify or cancel your subscription.

Promotions, discount codes and trial offers:

• Are subject to any specific terms stated at the time they are offered;
• May not be combined unless we clearly state otherwise;
• Are not transferable or redeemable for cash; and
• May be withdrawn or changed at our discretion (but not retroactively for orders we've already accepted).

Our standard delivery days and time windows are set out on our Site (for example, Fridays within a certain time window). These may change from time to time.

We do not guarantee delivery at a specific time of day. Traffic, access issues, weather, driver availability and other factors can affect actual delivery time.

9.1 Delays due to weather, farm or supplier issues

Sometimes, due to circumstances outside our reasonable control (for example: storms, flooding, extreme heat, farm machinery breakdowns, accidents, road closures, strikes, pandemics), we may not be able to obtain turf or complete deliveries as planned.

In these situations we will:

• Let affected customers know as soon as we reasonably can (by email and/or SMS);
• Take reasonable steps to re-schedule deliveries or offer alternative options; and
• Offer you a credit, rescheduled delivery or refund for any paid orders we are unable to fulfil.

We are not responsible for any loss or inconvenience you suffer as a result of such delays or cancellations, beyond the value of the affected order, except as required by the Australian Consumer Law.

You agree to:

• Place the turf tray on a suitable, flat surface that can handle moisture;
• Follow any care instructions we provide (ventilation, cleaning, rotating trays, etc.);
• Monitor the condition of the turf and your pet's use of it; and
• Replace or dispose of turf in a timely manner, consistent with hygiene and odour recommendations.

We cannot guarantee that the turf will remain odour-free or visually perfect for a specific number of days. Over-use, lack of cleaning, poor ventilation, or heat can reduce the lifespan of the turf and increase odour.

10.1 Mould and spoilage

Because our product is real, moist turf, there is a possibility of surface mould developing, especially in warm, humid or poorly ventilated areas, or if trays are not cleaned or changed regularly.

You are responsible for inspecting the turf when it arrives and as your dog uses it. If you notice visible mould, an unusual smell or anything that seems unsafe, please do not use the turf. Remove and dispose of it safely and contact us as soon as possible (ideally with photos), so we can assess and, where appropriate, provide a replacement, credit or refund in line with the Australian Consumer Law.

Our turf is a fresh, perishable product, so we do not offer refunds, credits or replacements for change of mind after delivery. (Change-of-mind returns are not required under the Australian Consumer Law, and perishables cannot practically be resold.)

Nothing in this section limits your rights under the Australian Consumer Law. Where our products fail to meet a consumer guarantee (for example, they are not of acceptable quality on arrival), you are entitled to a remedy — a replacement, credit or refund depending on the issue.

11.1 Quality issues on arrival

If your turf arrives severely damaged, or obviously unusable, contact us at hello@francobrings.com with clear photos and your order details. Because turf is a living product that deteriorates naturally, please contact us as soon as possible, ideally within 48 hours of delivery — after that it becomes difficult to tell whether an issue existed on arrival or developed in your home environment. We assess every claim individually and, where there is a genuine quality issue, will offer a replacement on the next run, an account credit, or a refund.

Please note the following are normal characteristics of a natural product, not defects: minor variation in colour, thickness or moisture; small amounts of soil or organic matter; and the occasional garden insect (see Section 4).

11.2 Missing or stolen deliveries

If our records show proof of delivery to your address or nominated safe place, risk has passed to you (see Section 5.5) and we are generally not responsible for subsequent loss or theft. However, contact us within 48 hours and we'll investigate. If we cannot produce proof of delivery, we will treat the order as undelivered and offer you a replacement, credit or refund.

11.3 Failed deliveries due to access issues

Deliveries that fail because of access issues within your control are handled under Section 5.3 — collection from our depot by the stated deadline, after which the order is forfeited without refund. Deliveries that fail due to our error are handled under Section 5.4.

11.4 Damage after delivery

We are not responsible for damage to the product caused after delivery — including by your dog (digging, chewing, eating the grass), other animals, weather exposure, or failure to follow care instructions.

11.5 Skipped or rescheduled deliveries (customer choice)

You can skip, pause or reschedule through your customer portal before the published cut-off (currently Tuesday midday for Friday delivery). After the cut-off, your order has entered production and charges still apply. Please contact us as soon as possible as in some circumstances we may be able to alter your order.

11.6 Service disruptions on our side

If we cannot supply turf due to weather, farm or other external issues (see Section 9) and you have already paid, we will — by agreement with you — move your delivery to a future date, provide a credit, or refund the affected charge.

11.7 How refunds are processed

Refunds are processed back to the original payment method. Processing times depend on your bank or card provider, typically 3–10 business days.

If you submit or share content with us (for example: reviews, testimonials, photos of your dog using our products, social media tags), you:

• Grant us a non-exclusive, royalty-free licence to use, reproduce and share that content for marketing and promotional purposes (for example on our Site, social channels, and emails), unless you tell us not to; and
• Confirm that you have the right to share that content and that it does not infringe anyone else's rights.

If at any time you want us to stop using a particular photo or piece of content, email us at hello@francobrings.com and we'll do our best to remove it from future use (noting we may not be able to remove content already printed or widely distributed).

You agree not to:

• Use the Site or Services for any unlawful purpose;
• Attempt to interfere with or damage the Site (e.g. hacking, scraping, introducing viruses);
• Use our branding, logos or content without permission; or
• Misrepresent your identity or affiliation with us.

We may suspend or terminate your access to the Site or Services if we reasonably believe you have breached these Terms.

All content on the Site (including logos, text, graphics, photos, videos and designs) is either owned by us or licensed to us.

You may:

• View and use the Site and content for personal, non-commercial use only.

You may not:

• Copy, modify, distribute, reproduce, or create derivative works from the Site or its content without our prior written consent.

We use third-party providers for services such as:

• Website hosting and e-commerce;
• Payment processing;
• Email and SMS communication;
• Delivery routing and logistics;
• Customer support;
• Analytics; and
• Marketing platforms.

These third parties have their own terms and privacy policies. By using our Services, you also agree to comply with applicable third-party terms where relevant (for example, your payment provider's terms). Any personal information we share with these providers is handled in accordance with our Privacy Policy.

Except as required by law (including the Australian Consumer Law):

• Our Services are provided on an “as is” and “as available” basis. We do not guarantee that the Site will be error-free or uninterrupted.
• We are not responsible for:

• Loss or damage to products after they are delivered to your address or nominated safe place;
• Any issues caused by your failure to follow usage or care instructions; or
• Any indirect or consequential loss, loss of profit, loss of enjoyment, or similar.

To the maximum extent permitted by law, our total aggregate liability for any claim arising out of or in connection with the Services (whether in contract, negligence or otherwise) is limited to the amount you paid for the product or service giving rise to the claim.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so (for example, for guarantees under the Australian Consumer Law that cannot be excluded).

You agree to indemnify us (and our staff, contractors and partners) against any loss, damage, claim or expense (including reasonable legal costs) arising from your:

• Breach of these Terms; or
• Misuse of the Site or Services.

These Terms are governed by the laws of Queensland, Australia.

If you have a concern or dispute, please contact us first at hello@francobrings.com so we can try to resolve it informally. If we can't resolve it, the courts of Queensland will have non-exclusive jurisdiction.

If you have any questions about these Terms or our Services, please contact us:

• Email: hello@francobrings.com
• Address: 8/30 Baldock Street, Moorooka QLD 4105, Australia