Terms Rewards

HDO USA REWARDS™ PROGRAM

This document explains the terms and conditions (“Terms and Conditions”) for the HDO USA Rewards program (the “Program”). Any Neighbor (defined below) with a loyalty account for the Program shall be able to access these Terms and Conditions online via the HDO USA (“TVF”) website (https://hdousallc.com/ “Website”). These Terms and Conditions are subject to the HDO USA Terms of Use.

PROGRAM OVERVIEW

The HDO USA Program rewards loyal customers (known as “Neighbors”) for their purchases by fostering community, promoting curiosity, and assisting pet owners in being their best pet parents. Upon successful enrollment, Neighbors become “Members” and are eligible for all Program benefits. These benefits include exclusive promotional pricing and offers, everyday and bonus points, product rewards from participating brands, and a coupon to celebrate their pet’s birthday or adoption day.

While it is not required to be a Member to shop at HDO USA stores, the Program only applies to qualifying products and services at HDO USA stores or on their website.

By becoming a Member, you agree to receive Program communications from HDO USA and to share data as outlined in their Privacy Policy. You also agree to abide by the Program’s Terms and Conditions. HDO USA reserves the right to modify, restrict, or terminate any aspect or benefit of the Program, including these Terms and Conditions, qualifying products, point conversion ratio, and point expiration policy, at any time and without notice. These changes may affect a Member’s ability to use accumulated points. Additionally, HDO USA reserves the right to discontinue the Program at any time.

HOW TO ENROLL

To take part in the Program, a Neighbor must first be a registered Member. The Neighbor can register by completing the enrollment process online at the Website. It’s not required to purchase to enroll in the Program.

Each person is limited to one (1) Program account.

ELIGIBILITY: Neighbors can enroll in the Program online (https://hdousallc.com/). To be eligible to enroll in the Program, a Neighbor must (i) be a legal resident of the United States, (ii) be 16 years of age or older; (iii) provide a valid email address and phone number via website registration (iv) accept these Terms and Conditions. Employees of TVF and their families are eligible to participate in the Program. TVF reserves the right to revoke any membership at any time, in which case all applicable points will also be canceled. Neighbors must complete all fields specified or provide all information as required to enroll successfully. Upon successful enrollment, new Members will receive an email confirmation.

HOW TO EARN POINTS GENERALLY:

Members can earn points in the Program through two methods:

• Transactional points are earned by purchasing a product or service.
• Earn-by-engagement points are acquired by completing activities such as reading an article, watching a video, or completing a survey.

After completing a purchase or activity, points will appear in a Member’s account within a few days. Members can keep track of their points online through their loyalty account dashboard, where their total available points and points earned on individual transactions will be displayed.

HOW TO EARN POINTS BY MAKING A PURCHASE:

You can earn points when you make purchases of eligible products and services on our Website or in TVF stores. Please note that points are only earned on the amount you pay, excluding taxes, shipping, handling, discounts, or prices before deals, coupons, gift cards, or other offers are applied. You will earn 5 points for every qualifying dollar spent. Points earned are calculated at the product level and rounded to the nearest whole number. To earn points, please provide the requested account information at the time of purchase.

• In-store: A Member identifies themselves at POS with a store team member. The store team member inputs a phone or email address into the POS, and successful identification of the Program account allows the Member to earn points or apply coupons redeemed through the Program.
• Online: A Member identifies as a Member upon successfully logging in to their Program account on the Website. A successful login uses the Member’s email and the corresponding password.

If Members do not identify their membership status during purchase or points were not awarded after identification due to any technical issues or TVF errors, Members have up to 30 days from the date the purchase is completed to claim the applicable points retroactively unless otherwise outlined in these Terms and Conditions. To claim points retroactively, Members must: (i) provide proof of purchase through a transaction receipt and (ii) Contact HDO USA Services to provide the proof of purchase. HDO USA Services will verify proof of purchase and manually credit points to the Member’s account (account lookup may be conducted by providing HDO USA Services with the Member’s name, email, phone number, and/or Member ID, as requested by HDO USA Services). A Member’s account will reflect the points within a few days of verification. Points may not be claimed if the Neighbor was not successfully enrolled as a Member at the time of purchase.

HOW TO EARN POINTS BY ENGAGING WITH US:

To accumulate points by interacting with us, Members have the opportunity to earn points by completing various actions, including updating their profile, participating in polls, reading articles, and more. These activities have specific guidelines regarding frequency (the number of times a Member can complete the activity to earn points) and/or time constraints (a specified date or range within which the activity must be completed). Once a Member reaches the frequency or time limit for a particular engagement activity, they will no longer receive points for subsequent participation, although they can still continue to participate if allowed by the specific activity. Please note that certain activities may be limited to specific channels. Each activity is assigned a fixed number of points, and the point levels may vary. Members are required to be logged in online or identify their membership in-store to earn points through engagement with HDO USA.

BONUS POINT OPPORTUNITIES

Occasionally, making certain purchases and/or completing certain activities will earn Members bonus points. Bonus point opportunities will appear in a Member’s online account profile and shall be communicated to a Member based on that Member’s communication preferences (e.g., email, SMS). Bonus points may be earned as either point multipliers (e.g., 2x or 3x) or flat point values (e.g., 50 bonus points).

Bonus points can be earned both online and in-store, as specified. Bonus points are subject to additional terms and conditions set forth on the applicable bonus point offer.

Neighbors must identify membership to earn bonus points when purchasing or completing the engagement activity. Members cannot claim bonus points retroactively if they do not identify membership at the time of purchase or activity completion.

AUTOSHIP

Autoship orders are eligible for point earning at the standard rate. Points are earned each time an auto-ship payment is completed. Autoship orders skipped do not result in a charge and therefore do not earn points. Bonus point offers do not apply to auto-ship orders unless otherwise specified.

POINT TRACKING

A Member’s account will show the total points a Member has earned, and the individual points earned per transaction. Points can be tracked online in a Member’s loyalty dashboard (self-serve) or via support from Neighbor Services (hdousallc.com/contact-us). Points will be removed from a Member’s account for any returned purchase. This means a Member’s account may also display a negative point balance.

POINT EXPIRATION

Points expire one year after the date they are earned on a rolling basis. Expiration applies to all points earned, regardless of how they were made (e.g., transactional, earn-by-engagement, and bonus points). Points will be automatically removed after expiration if they are not applied before the end (1 year from the date they are earned). Members will receive monthly point summary updates from TVF noting points expiring in the upcoming month.

POINT MAXIMUM: Members may hold unlimited points in their account at any time. However, TVF may impose a limit and inform affected Members of any changes.

POINT ADJUSTMENT – RETURNS & EXCHANGES

A Member’s point balance will be adjusted based on any returns or exchanges.

Returns

• When you return a product, your point balance will be adjusted. Any points earned from the original purchase will be deducted from your balance. If the deducted points exceed your current balance, your account may show a negative point balance.

Exchanges

• When a member exchanges a product, their loyalty points will be reconciled by adding or deducting any points earned from the original purchase. This process will follow TVF’s exchange policies. The necessary point adjustments will be reflected in the member’s loyalty account within a few days after the exchange.

REWARD REDEMPTION:

Points may be redeemed by logging onto the Member’s dashboard, following the prompts to redeem points, and then: (i) Applying them as a coupon to product purchases or (ii) Applying them as a coupon to service appointments. TVF reserves the right to limit the number of coupons applied to a single transaction.

As a Member, when you use your points, they will be applied in the order they were earned, starting with the oldest ones. Please note that you can only use points you have already attained and not use them if they result in a negative balance. Only pending points that have been added to your account can be redeemed. If you save your points for coupons, they will be valid for 60 days unless specified otherwise by TVF. These coupons can be used in-store and online, but please read the terms and conditions before using them.

REDEMPTION ON A PRODUCT OR SERVICE:

Coupons earned through point redemption may be applied online or in-store.

To redeem points, members can convert them into a single-use coupon through their Member Dashboard. The voucher must be obtained before making a purchase online or in-store. Once points have been redeemed, a confirmation module will appear online and contain the coupon code that can be used immediately. The coupon code is also available in the Member’s dashboard under Reward Coupons and via email, which includes a scannable barcode.

It’s important to note that coupons are not automatically applied. Members must enter the alphanumeric code during online checkout or present the code or scannable barcode to a Pet Supplies Plus team member for in-store purchases. The team member will then input or scan the code.

Coupons must be applied in their entirety. Any excess amount on the voucher is forfeited by the Member (e.g., a $5 coupon applied to a $4.78 product forfeits the remaining $0.22).

To redeem coupons in-store, please present the alphanumeric code or scannable barcode to a TVF store team member during checkout. For online redemptions, enter the alphanumeric code at the checkout page. Points are only applied if the transaction is completed and the coupon is still active. If the transaction is canceled, the points will not be used.

REWARD NOTIFICATIONS

Members will be notified online via the Member Dashboard when there are sufficient points to redeem a reward. Based on a Member’s communication preferences, an email or SMS notification may also notify Members when a bonus is available.

HDO USA BENEFITS

Promotional Pricing

Members of HDO USA receive promotional pricing and discounts on thousands of items each month.

Birthday/Adoption Day Coupon

Members who have created a pet profile and provided all required information will receive a single-use coupon to celebrate their pet’s birthday or adoption day. Though both dates may be captured in the profile, a Member will receive only one coupon per pet profile.

A Member selects the date they wish to celebrate their pet and receives a coupon accordingly. If both dates are known, “Birthdate” is the default date. The coupon is sent to Members via email and SMS notification (if opted into SMS communication preferences). The coupon is valid for 30 days from customer issuance as set thereon. Limit one coupon per pet per year. Maximum five coupons per Neighbor per year. All species are eligible for the birthday/adoption day coupon.

Members earn a free product after meeting the purchase requirements of participating brands partnered with HDO USA. The number of units needed to qualify for the free product may vary by brand. Participating brands and items may be added or removed at any time. Qualifying purchases need to be made within one year of your first purchase of a participating item and must be the same brand, type, and size to qualify for a product reward (you can change up the flavor, but everything else needs to be the same). Members can view their progress toward product rewards on their Member Dashboard, and the free product reward will be issued automatically once the qualifying number of units has been met. A maximum of one product reward can be earned in a 30-day timeframe.

EARLY & EXCLUSIVE ACCESS

Members receive early and exclusive access to events, product launches, content, and more.
Early access: Members get access to a product, event, or offer before non-Members. Once the early access period ends, all Neighbors have access to the product, event, or offer. Exclusive access: Only Members can access a product, event, or offer.
Opportunities may be either Program-wide (offered to all Members) or localized (offered to Members within a specific area). Opportunities may be further targeted based on Member segmentation data, such as the type of pet. Early and exclusive access opportunities include:
Sales and offers – early or exclusive access to sales, offers, and other promotional opportunities. Content – receive exclusive content not available to non-members Events – early access to sign-up or exclusive member events hosted by HDO USA, a partner, or in collaboration with the local community. Product launches – early access to purchase new products before non-members Other as determined and specified by HDO USA.

Additional terms:

HDO USA will determine when early or exclusive access moments happen and proactively communicate to Members via Member’s online dashboard and based on Member’s preferred communication format (SMS, email) with email as the default communication channel. Advance registration may be required to participate.

MEMBER DASHBOARD

1. Members can access a dashboard to track their points, view personalized offers and content, and participate in fun challenges/quizzes. This is a comprehensive hub for everything related to the Program, including points, earn-by-engagement, redemptions, and any other Member-specific or Program-related information. Only Members and TVF administrators have access to the Dashboard.
   1. Members access the Member Dashboard by logging into “My Rewards”, accessible via “My Account” at https://hdousallc.com/.
   1. Participation and engagement with digital tools are voluntary unless otherwise specified by TVF to enable Program functionality (e.g., filling out required fields in a profile).
2. The Member dashboard is personalized to the Member. Some elements may appear based on availability or other factors as determined by TVF.

ACCOUNT ADMINISTRATION

1. Members may access and update their loyalty account information online on their Member Dashboard at https://hdousallc.com/ or via Neighbor Services. Members are responsible for maintaining accurate and updated personal information online on the Website.
2. 1. A Member can view but cannot edit the following:
      1. Information about automatic point tallying, including point total, points earned by transactions, and points earned by engagement
      1. Available benefits or rewards
      1. Purchase history
      1. Engagement history
3. Neighbor Services can edit points available in a Member’s account following point claim adjustments. Account lookup may be conducted by providing Neighbor Services with the Member’s name, email, phone number, and/or Member ID.

ACCESSING YOUR ACCOUNT

1. To improve the Member experience, to help with fraud identification, and to assist Neighbor Services in resolving issues with the Program, TVF collects certain user experience information as described in our Privacy Policy.
2. Members at this moment grant TVF the right to monitor loyalty account activity. TVF reserves the right to take any necessary legal action based on fraud, abuse, or suspicious activity concerning your account. If you are engaged in such activity, you may be liable for monetary losses, including litigation and/or arbitration costs and damages. This section shall survive the termination of your online or loyalty account.

PRIVACY

1. Please see the privacy policy at https://hdousallc.com/ for details of HDO USA’s policy regarding using the personal information collected in connection with this Program. Please read the privacy policy on the Website before registering for the Program. Please note that by accepting these Terms and Conditions, you are also accepting the terms of the privacy policy.

PET PROFILES

1. Any Member who is logged in can create a pet profile for their pet(s). There is no restriction to the number of pets that a single account can have. Follow the on-screen instructions to complete all required fields and create a pet profile.

MISCELLANEOUS:

Returns follow TVF’s return and exchange policies. Point adjustments will be reflected in a member’s loyalty account within a few days of such return. Coupons: When a member returns a product(s) purchased with a coupon, the returned value will only equate to the total cash or credit initially paid by the consumer (excluding taxes, shipping, handling, discounts, or prices before deals, coupons, gift cards, or other offers are applied). Any discounts, coupons, gift cards, or other offers used during the original transactions will not be credited back to Members. HDO USA is not responsible for incorrect or inaccurate transcription of information, for problems related to any of the equipment or programming associated with the Program or utilized by you, for any human error, for any interruption, downtime, deletion, omission, defect, or line failure of any telephone network or electronic transmission, for problems relating to computer equipment, software, inability to access the Website or online service, or for any other technical or non-technical error or malfunction. TO THE EXTENT PERMISSIBLE UNDER APPLICABLE LAW, HDO USA AND ITS RELATED COMPANIES, PARENTS, SUBSIDIARIES, AFFILIATES, AGENTS AND THEIR AGENCIES, SUPPLIERS, AND OTHER COMPANIES INVOLVED IN THE DEVELOPMENT OR EXECUTION OF THE PROGRAM (“RELEASEES”) SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES ARISING OUT OF THE PROGRAM OR MERCHANDISE OR ITEMS OFFERED THROUGH THE PROGRAM, EVEN IF ANY OR ALL OF THE PRECEDING OR ANY OF THEIR AUTHORIZED REPRESENTATIVES HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IF HDO USA IMPROPERLY DENIES YOU ANY REWARDS OR POINTS, LIABILITY WILL BE LIMITED TO THE EQUIVALENT AMOUNT OF REWARDS OR POINTS, AS APPLICABLE. BY PARTICIPATING IN THE PROGRAM, YOU WAIVE ANY AND ALL RIGHTS TO BRING ANY CLAIM OR ACTION RELATED TO SUCH MATTERS IN ANY FORUM BEYOND ONE (1) YEAR AFTER THE FIRST OCCURRENCE OF THE KIND OF ACT, EVENT, CONDITION, OR OMISSION UPON WHICH THE CLAIM OR ACTION IS BASED. TO THE FULLEST EXTENT ALLOWABLE BY LAW, THE RELEASEES SPECIFICALLY DISCLAIM ANY REPRESENTATIONS OR WARRANTIES, EXPRESS OR IMPLIED, REGARDING ANY PRODUCTS AND/OR SERVICES OFFERED BY ANY THIRD PARTY, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE AND IMPLIED WARRANTIES ARISING FROM COURSE OF DEALING OR COURSE OF PERFORMANCE. Some jurisdictions do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. You agree to rely solely on the manufacturer’s warranties, if any, for any products redeemed through this Program.

As a condition of participating in this Program, You agree that (1) any disputes, claims, and causes of action arising out of or connected with this Program, or any rewards obtained through the Program, shall be resolved individually, without resort to any form of class action and exclusively by arbitration under the International Arbitration Rules of the American Arbitration Association. The arbitration will take place in Wayne, Michigan U.S.A.; (2) any claims, judgments, and rewards shall be limited to actual out-of-pocket costs incurred, including costs associated with participating in this Program, but in no event attorneys’ fees; and (3) under no circumstances will you be permitted to seek recovery for, and you at this moment waives all rights to claim, punitive, incidental and consequential damages and any other damages, other than for actual out-of-pocket expenses, and waive any and all rights to have damages multiplied or otherwise increased.

All issues and questions concerning the construction, validity, interpretation, and enforceability of these Terms and Conditions, or your or HDO USA’s rights and obligations in connection with the Program, shall be governed by, and construed following, the laws of the State of Michigan U.S.A., without giving effect to any choice of law or conflict of law rules or provisions (whether of the State of Michigan U.S.A., or any other jurisdiction) that would cause the application of the laws of any jurisdiction other than the State of Michigan U.S.A.

Nothing in these Terms and Conditions shall be deemed to exclude or restrict any of your statutory rights as a consumer. Suppose any provision of these Terms and Conditions is found to be invalid or unenforceable by a court of competent jurisdiction. In that case, such provision shall be severed from the remainder of these Terms and Conditions, which will otherwise remain in full force and effect. No waiver of any of the provisions of these Terms and Conditions shall be deemed or shall constitute a waiver of any other provisions hereof (whether or not similar), nor shall waiver constitute a continuing waiver unless otherwise expressly provided.

Member is solely responsible for any federal, state, and local taxes associated with any purchases where applicable. Points are non-assignable, non-saleable, non-transferable (including upon death, as part of domestic relations matters, or otherwise by operation of law), non-replaceable, do not constitute property of any Member and may not be redeemable for cash or have any cash value. TVF is not responsible for any change of email address, mailing address, and/or telephone number of any Member or for any points that are not received as a result of Member’s failure to provide accurate or up-to-date information. TVF is not responsible for any incorrect information supplied by you while participating in the Program. If a reward, or any portion thereof, cannot be provided for any reason, TVF reserves the right to substitute such prize with another of equal or greater value.

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