Terms of Sale & Refunds
1. Who you are buying from
A Calmer Start (private seller, Slovenia)
Email: puppyplanai@gmail.com
These terms apply to every purchase made through pupsteps.online. “We” and “us” means the seller above; “you” means the buyer. If you buy as a consumer, nothing in these terms limits the rights you have under mandatory consumer law of the EU and of the country you live in.
2. What you are buying
Each product is a downloadable PDF guide and workbook in English (digital content). There is no physical book, equipment, video course or individual coaching. The main features, page count and sample pages are shown on each guide’s page. You need a device with a PDF reader (phone, tablet or computer); worksheets can be printed on A4 or US Letter.
The guides are general educational material about puppy training. They do not replace a vet or a qualified trainer or behaviourist, and no specific training result is guaranteed.
Your purchase gives you a personal, non-transferable licence to download, read and print the PDF for your own household. Please don’t share, resell or publish the files.
3. Prices and payment
All prices are in euros (€): €9.99 per guide and €49.95 for the Complete Puppy Guide Bundle (all 10 guides). Prices are final: the seller is a private individual, not registered for VAT, so no VAT is charged or shown. There are no delivery charges. The total shown at checkout before you pay is the price you pay.
Checkout is provided by SendOwl, and payments are processed by Stripe. We never see or store your full card details. Your bank may charge its own fees for payments in euros if your account is in another currency.
4. How your order works
The product pages on this website are not a binding offer. You place your order on the SendOwl checkout page by entering your details and confirming payment. Before you pay, you can review and correct your details and see the total price. The contract is concluded when your payment is confirmed and you receive the order confirmation. The contract language is English. We don’t store a separate copy of these terms for each order, so please save or print this page; your confirmation email contains your order details.
5. Delivery
Delivery is digital and immediate. Straight after payment you can download your PDF from the confirmation page, and SendOwl emails a download link to the address you entered at checkout. If the email doesn’t arrive within a few minutes, check your spam folder. If the link has expired or you lost your file, email puppyplanai@gmail.com with your order number and we will send it again.
6. Your 14-day right of withdrawal, and when it ends
If you are a consumer in the EU, you normally have a right to withdraw from an online purchase within 14 days without giving a reason.
For digital content such as our PDFs, this right ends once delivery has started, provided that before paying you (a) expressly agreed that delivery may start immediately, during the withdrawal period, and (b) acknowledged that you therefore lose your right of withdrawal, and (c) we confirmed this to you, for example in the order confirmation email. You give this consent and acknowledgement at checkout. By buying, you agree to immediate delivery as described here.
If those conditions were not met, you keep your 14-day right of withdrawal, counted from the day the contract was concluded. To withdraw, send us a clear statement by email to puppyplanai@gmail.com (you may use the model form below, but you don’t have to). We will refund all payments received from you, using the same payment method, without undue delay and at the latest within 14 days of receiving your withdrawal. You must then stop using and delete the files.
Model withdrawal form (only fill in and return this form if you want to withdraw from the contract)
To: A Calmer Start (private seller, Slovenia), puppyplanai@gmail.com
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the supply of the following digital content: ____
Ordered on (*) ____ / Order number ____
Name of consumer(s): ____
Address of consumer(s): ____
Date: ____
(*) Delete as appropriate.
7. Faulty files and complaints
You have the statutory rights for digital content under EU and Slovenian consumer law (Zakon o varstvu potrošnikov, ZVPot-1). If a file is missing, damaged, won’t open, is incomplete or doesn’t match its description, email puppyplanai@gmail.com with your order number and a short description (a screenshot helps).
We will confirm that we received your complaint and answer in writing within 8 days. If the file is faulty, we will send a working file free of charge without undue delay, and at the latest within 30 days. If we can’t fix the problem, you can ask for a price reduction or a full refund. These rights are separate from the right of withdrawal and are not lost by downloading the file.
8. Liability
We are liable without limitation for intent and gross negligence, and for injury to life, body or health. Otherwise, as far as the law allows, our liability is limited to the price you paid for the product concerned. Training a puppy involves an animal and your own judgement: follow your vet’s advice and seek professional help for pain, sudden changes, fear, aggression or separation distress, as the guides explain.
9. Governing law and disputes
These terms and any contract under them are governed by the law of the Republic of Slovenia. If you are a consumer living in another EU country, you also keep the protection of the mandatory consumer law of that country, and you can bring a claim in the courts where you live.
Please contact us first so we can try to solve any problem. The EU Online Dispute Resolution (ODR) platform was closed on 20 July 2025. Out-of-court dispute resolution bodies are listed on the Slovenian government website (IRPS) and on the European Commission’s Consumer Redress page. We are not obliged, and have not committed, to take part in such a procedure.
10. Contact
Questions about these terms or an order: puppyplanai@gmail.com. Full seller details are on our Imprint page.