Frequently asked questions (FAQs)

General questions


Do I have to log-in in order to use the data base?
You do not have to be registered to use the database. However you only see a small data selection of the dog.

Where do I find the standard contract terms?
The contract terms can be found in the General Terms and Conditions

What is the cancellation period of the subscription?
The contractual term of a package is 12 months and is automatically extended by the same period, unless the user has terminated the contract one month prior to the respective end of the contract at the latest. Item VI of the General Terms and Conditions applies.

From when does a package start to work?
The package starts to work directly on the day of your order.

How can I cancel a package?
Each cancelation has to be submitted in writing (letter, fax, e-mail) to the main office. A refusal of acceptance or diuse from deliveries and services does not count as cancelation. When the cancelation is not submitted in good time the contract time extends automatically.

I ordered several packages; can I cancel only one of them?
As you have ordered each package as single article, of course you can cancel each package separately. However, the combi package counts as only one package.

Which payment methods are available?
For the payment we accept debit entry, credit card and paypal.

How and when will I receive the invoice?
When the package is ordered and the order is processed you will receive the invoice by e-mail.

I would like to change or complete the data in the invoice; what do I have to do?
When you have loged in you can change your data; please select "my data" in the area "basic data".

What happens when debit entry, paypal or credit card payment can't be effected?
In case of a bank refusal or when the payment has not been made your access will be blocked. You will have to transfer the amount and when the payment has been received your access will be activated.

Can I reverse my order?
You will find the conditions for retraction in our General Terms and Conditions