Terms of service

Terms of Service — Koi Whisperer

Last updated: September 15, 2026

Welcome to Koi Whisperer. By accessing or using koiwhisperer.ca (the "Site") or placing an order, you agree to these Terms of Service. Please read them carefully. If you do not agree, please do not use the Site.

1. Who We Are
Koi Whisperer is a Canadian retailer of live koi, pond supplies, koi food, and related products, operating from 2388 Cliff Ave, Burnaby, British Columbia, Canada. You may reach us at koiwhisperer.ca@outlook.com or 604-780-6633.

2. Eligibility
You must be at least the age of majority in your province or territory to place an order. By ordering, you confirm you meet this requirement.

3. Products and Availability
Every live koi is a unique animal. Availability, colour, size, and pattern can change between the time you view a listing and the time you complete checkout. We reserve the right to correct pricing or availability errors and to cancel any order affected by such errors, with a full refund.

4. Ordering, Prices, and Payment
All prices are in Canadian dollars and exclude applicable taxes and shipping unless stated. Payment is due at checkout. Placing an order is an offer to buy; a sale is formed when we confirm and dispatch your order. We may refuse or cancel an order at our sole discretion, including for suspected fraud, unusual buying patterns, or shipping restrictions.

5. Shipping and Live Arrival Guarantee
Shipping methods, timing, and our Live Arrival Guarantee are described on our Shipping Policy and Live Arrival Guarantee pages. Delivery estimates are not guaranteed dates. Weather holds may apply.

6. Returns, Refunds, and Cancellations
All sales are final. We do not accept returns or offer exchanges. Our Refund Policy explains the limited exceptions (wrong items, non-living goods damaged in transit) and how our Live Arrival Guarantee applies. By completing checkout you acknowledge and accept the Refund Policy.

7. Live Animals
Live koi are living creatures. Once dispatched, care, quarantine, acclimation, pond water quality, and stocking decisions are your responsibility. We provide care guides and support but cannot guarantee outcomes that depend on your setup and husbandry.

8. Product Descriptions and Content
We try to describe products accurately, including size, variety, and bloodline. Small variations in colour, pattern, or measured size are inherent to living animals and not defects. Content on the Site is for information only and does not constitute veterinary advice.

9. Intellectual Property
All content on the Site — text, photos, videos, logos, and design — is owned by Koi Whisperer or our licensors and is protected by Canadian and international copyright and trademark law. You may not copy, reproduce, or distribute it without written permission, except for personal, non-commercial use.

10. Acceptable Use
You agree not to use the Site to break the law, harass others, upload harmful code, scrape our catalog, or circumvent security. We may suspend or terminate accounts that violate these Terms.

11. Third-Party Links and Services
The Site may link to third-party sites and use third-party services (e.g., Shopify, payment processors, courier services). We are not responsible for their content or practices. Your use of those services is subject to their terms.

12. Disclaimers
The Site and products are provided "as is" and "as available" to the fullest extent permitted by law. We disclaim all implied warranties (including merchantability and fitness for a particular purpose) except those that cannot be excluded under Canadian consumer protection law.

13. Limitation of Liability
To the fullest extent permitted by law, Koi Whisperer's total liability for any claim arising out of or related to your use of the Site or any product is limited to the amount you paid for the product giving rise to the claim. We are not liable for indirect, incidental, consequential, or punitive damages, including lost profits, pond damage, or loss of fish caused by factors outside our control (water quality, acclimation, predators, weather, disease introduced from other sources).

14. Indemnity
You agree to indemnify and hold Koi Whisperer harmless from any claim, loss, or expense arising out of your breach of these Terms or misuse of the Site or products.

15. Privacy
Our Privacy Policy describes how we collect, use, and protect your personal information.

16. Changes to These Terms
We may update these Terms at any time. Changes take effect when posted. Continued use of the Site after changes means you accept the updated Terms.

17. Governing Law and Disputes
These Terms are governed by the laws of the Province of British Columbia and the federal laws of Canada applicable there, without regard to conflict-of-law rules. Any dispute must be brought in the courts of British Columbia, and you consent to their jurisdiction, except where prohibited by law.

18. Severability
If any provision is held invalid or unenforceable, the remainder of these Terms remains in force.

19. Contact
Questions about these Terms? Email us at koiwhisperer.ca@outlook.com.