Cuddle Club Rewards Program Terms and Conditions

Updated on June 16, 2025

Certain terms and conditions of the Cuddle Club rewards program have been modified to make them more concise and offer our members an even more personalized experience.

Among the changes to program benefits, the pet birthday gift will now be offered in the form of a selected product, rather than a Cuddle Points discount. In addition, the self-serve doggie-wash service available in-store will now be offered free of charge only to Cuddle Club Members at the Devoted or Beloved level.

A Member may refuse these changes and terminate his or her participation in the Cuddle Club program without charge, penalty or termination indemnity, at any time by sending a notice to that effect to Mondou or by contacting customer service. These changes will take effect on August 1,2025, and a Member’s continued participation in the Cuddle Club after that date will be considered acceptance of the changes.

Description of the Cuddle Club

1. The Cuddle Club rewards program is offered by J.E. Mondou Ltée (“Mondou”) and allows its Members i) earn Cuddle Points for every dollar spent in Mondou stores and on the mondou.com website (the “Cuddle Points” or each a “Cuddle Point”); and ii) o benefit from certain advantages and rewards, as described in greater detail below. Cuddle Points can be redeemed free of charge for goods and services in Mondou stores and on the mondou.com website.
2. By joining the Cuddle Club, the Member agrees to be bound by these terms and conditions (“Terms and Conditions”). If the Member does not accept these Terms and Conditions in their entirety, the Member will not be eligible to participate in the Cuddle Club program.

Membership and Eligibility Criteria

3. Cuddle Club membership is free and no initial purchase is required to become a Cuddle Club Member.
4. Anyone wishing to become a Member of Cuddle Club must:
   • be a natural person aged 16 or over and a legal resident of Canada at the time of enrolment;
   • join the Cuddle Club reward program;
   • accept these Terms and Conditions and Mondou's privacy policy; and
   • complete your registration.

Mondou reserves the right to request photo identification such as a driver's license or health insurance card to verify a person's eligibility to join the Cuddle Club. Cuddle Club membership is limited to one account per individual.

5. An eligible person may follow one of the following two procedures to complete his or her registration and become a “Member” of Cuddle Club:

Online Membership

Create an account directly online on the mondou.com website by clicking on the My Account tab, then on the Create an Account sub-tab and accepting these Terms and Conditions. Once the online account has been created, the eligible Member must click on the Cuddle Club section, then on Become a Member and validate his/her e-mail address. Once the participating Member has become a Cuddle Member, a unique Member number will be assigned to him or her and will be valid for all online purchases on the mondou.com and in any Mondou store. No physical card will be sent to the Member.

In-Store Membership

Join the Cuddle Club by visiting any Mondou store and obtaining a Cuddle Club card from a Mondou advisor. Eligible members must confirm the e-mail address provided at the time of their initial membership by replying to the confirmation e-mail sent by Mondou. The card will then be activated and will be valid for all online purchases on the mondou.com website and/or in any Mondou store. A unique Member number will also be assigned to the Member. To access his or her account and Cuddle Points balance online, the Member must go to the mondou.com website and access the My Account tab to create the password associated with his or her account. To do so, click on the link “Are you already registered for the Cuddle en magasin program? Click here to create your password online”.

Updating your personal information

6. Personal information collected as part of the Cuddle Club reward program is handled in accordance with Mondou's Privacy Policy.
7. It is the Member's responsibility to keep all information pertaining to his or her Cuddle Club account up to date. Members authorize Mondou, its subsidiaries, parent companies, related companies, associates, attachments and affiliates to rely on information provided by the Member or a duly authorized person.
8. The Member or a person authorized by the Member may modify the personal information related to his or her Cuddle Club account directly in his or her online account on the mondou.com website, in-store with a cashier or by contacting customer service. In the latter case, the cashier is authorized to validate the Member's identity by asking for photo identification before making the requested changes.

Cuddle Club card

General

9. The Cuddle Club card remains the exclusive property of Mondou at all times. It is not a credit card and may not be used for any purpose other than those specified in the Cuddle Club program.
10. Any reproduction or modification of the card is prohibited without the prior written authorization of Mondou.
11. Use of the card must comply with these Terms and Conditions. Mondou reserves the right to suspend or revoke a Member's participation in the event of abuse, fraud or use contrary to the spirit of the Program.

Refusal of Membership

12. Mondou reserves the right to refuse membership in the Cuddle Club program to any Member who :
• does not comply with the membership procedures set out above;
• provides inaccurate and/or incomplete information; or
• o does not accept or comply with these Terms and Conditions or the Mondou Privacy Policy.

Membership Levels and Revision

13. The Cuddle Club program consists of three levels of Member status: Loyal, Devoted and Beloved. A Member's status level depends on account spending at a Mondou store and/or online at mondou.com, as more fully described below.

Loyal Level

14. All new Members automatically become Loyal level Members when they first join Cuddle Club.
15. Loyal level status is also conferred on Members who spend no more than $124.99 during any six (6) month period preceding the 1st day of each month (each such six (6) month period being a « Reference Period »).

Devoted Level

15. Devoted level status is awarded to Members who spend a minimum of $125.00 but no more than $349.99 during a Reference Period.

Beloved Level

16. Beloved level status is awarded to Members who spend a minimum of $350.00 during a Reference Period.

Monthly Review of Levels

17. Each Member's status level remains in effect for the entire month during which the Member qualified. A monthly requalification is then carried out on the 1st day of the following month.
18. Following this monthly review, the Member will automatically be reclassified to the level corresponding to the expenses incurred in the latest Reference Period.

Accumulate and Exchange Cuddle Points

General

19. Members can accumulate Cuddle Points in the following ways:
    • in-store: by presenting your Cuddle Club card and giving your unique Member card number, e-mail address or telephone number to the cashier at checkout. The cashier is authorized to validate the Member's identity by requesting photo identification and/or confirmation of the Member's full name associated with the account; or
    • online: by logging into your Cuddle Club account on the mondou.com website when paying for the online transaction.
20. No Cuddle Points can be awarded retroactively once the transaction has been completed in a Mondou store and/or online at mondou.com.

Allocation of Cuddle Points

21. Subject to the paragraphs below, Cuddle Points will accrue to the Member's Cuddle Club account as follows:

Basic earnings on all eligible purchases:

*The amount spent in a transaction made in a Mondou store or on the mondou.com website corresponds to the net total (before taxes) rounded down to the nearest dollar, less applicable discounts.

22. Additional Cuddle Points can be earned at “Multicâlins” discounts held during promotional events at Mondou's discretion.
23. As part of special promotional offers, Mondou may offer additional Cuddle Points with the purchase of certain products and services. Members agree to limit their purchases to a reasonable quantity for household use.
24. Some products and services do not earn Cuddle Points and are excluded from the calculation of the amount spent. Mondou may remove or add products eligible to earn Cuddle Points at its sole discretion and without prior notice. No Cuddle Points are awarded for the purchase or payment of the following products and services:
    • delivery costs for online orders on the mondou.com website;
    • gift cards (points are earned when using the gift card for a purchase);
    • amounts remitted for sponsorships or donations; and
    • engraved medals in store.
25. No Cuddle Points will be awarded if Mondou suspects that the products or services purchased will be used for resale or commercial purposes.
26. Cumulative Cuddle Points and total Cuddle Points accumulated for the transaction just completed will appear on the transaction receipt for each purchase. In the event that the total Cuddle Points for a transaction that has just been finalized do not appear on the receipt due to technical difficulties, they will be updated on the transaction receipt at the time of the next transaction. A Member may also consult their balance of Cuddle Points by logging into their account on Mondou’s website.
27. The total number of Cuddle Points, as shown on the latest purchase receipt or on a Member’s account on Mondou’s website, will be presumed accurate unless the Member submits satisfactory proof to Mondou to the contrary.
28. In the event of a product refund, Mondou will subtract the Cuddle Points given to the member at the time of the initial purchase of the product. Product refunds are governed by Mondou’s Privacy Policy and Terms and Conditions of Sale.

Redeem Cuddle Points

29. Cuddle Points can be used as a means of payment in all Mondou stores and on the mondou.com website. However, they cannot be exchanged for cash or used for any other purpose.
30. There is no minimum required before the start of the purchase transaction to redeem Cuddle Points for a cash rebate on the planned transaction.
31. Cuddle Points can only be redeemed by the Member of the account with which they are associated and in the following manner:
    • in-store: present your Cuddle Club card, unique Member card number, e-mail address or telephone number to the cashier at checkout. The cashier is authorized to validate the Member's identity by asking for photo identification and/or confirming the Member's full name associated with the account.
    • online: be logged into your Cuddle Club account on the mondou.com website when paying for the online transaction and selecting the option to use the Cuddle Points.

A Member may apply his or her Cuddle Points, in whole or in part, to reduce the cost of a transaction in accordance with the point redemption value set forth above. The number of Cuddle Points required to reach the desired discount value on purchases will be subtracted from a Member's Cuddle Points balance.

32. Unredeemed Cuddle Points as well as points accumulated during the completed transaction will remain in the Member's account and may be used in a subsequent transaction.
33. Mondou may announce or provide for additional or personalized promotional offers exclusive to Cuddle Club members (depending on whether or not they have reached the membership level). Members may redeem Cuddle Points for items, convert Cuddle Points into donations during collection periods and for organizations determined by Mondou, take advantage of various benefits or receive other discounts. Promotional offers may vary from one Mondou store to another or may be exclusive either in-store or online at mondou.com.

Benefits and Rewards

34. The Cuddle Club program also allows its Members to benefit from certain advantages and rewards based on their Cuddle Club level. These advantages are detailed as follows and are subject to the conditions set out below:

35. Self-serve doggie-wash and nail trimming services are subject to the Terms and Conditions of Reservations. The Member agrees to be bound by these terms and conditions by reserving or using either of these services.
36. As mentioned above, Members who subscribe to the newsletter may be eligible for a birthday gift depending on their level of membership at the time of their pet's birthday. If the Member is eligible for this benefit, the birthday gift can only be provided once per calendar year to a single pet for which the Member has previously completed his or her companion profile (“Add New Companion” section accessible in the Member's account online). If more than one pet profile is completed for the same account, the birthday gift will be provided only to the pet for which the profile was completed first. The birthday gift has no cash value.

Lost or Compromised Account

37. Members must immediately notify Mondou of any loss or theft of their Cuddle Club account by contacting customer service using the Contact Us Form or by calling the number available on Mondou’s website.
38. Cuddle Points accumulated on the lost or compromised account will be transferred to a new account issued by Mondou and the old account will be automatically closed. A new unique member card number will be assigned. Mondou cannot be held responsible for transactions made on the Member's account between the time of loss or theft and the time Mondou is notified as described above.

Modification, Termination and Suspension of Cuddle Club

39. Mondou may modify these Terms and Conditions, including benefits, accumulation or redemption of Cuddle Points, at any time, subject to prior notice to Members by e-mail, on its website or in-store. The notice will specify the scope of the change and the effective date of the change. A Member may refuse the modification and terminate his or her participation in the Cuddle Club without charge, penalty or termination indemnity, by sending a notice to this effect to Mondou no later than 30 days following the effective date of the modification. The fact that a Member continues to participate in the Cuddle Club after such notice shall be deemed to be tacit acceptance of the modification by the Member.
40. Mondou may terminate a Member's membership or cancel the Cuddle Club reward program completely at any time and at its discretion, provided that Members shall be notified at least 60 days in advance either :
    • through the mondou.com website;
    • by e-mail; or
    • in Mondou stores.
41. Mondou may terminate a Member's membership in the Cuddle Club immediately and without notice if the Member fails to comply with these Terms and Condition, or if there is evidence of abuse, fraud or use contrary to the spirit of the program, in Mondou’s sole discretion.
42. Mondou may suspend the Cuddle Club temporarily and without notice for any reason beyond its control, such as a technical failure or computer virus.
43. To cancel their Cuddle Club membership, Members must send a request to customer service by completing the form on the mondou.com and providing their personal account information for identification purposes. The Member's account will be closed within 30 days of receipt of this request. The Member will then cease to receive communications related to its Cuddle Club account. Subscriptions to Mondou newsletters and/or text messages, as well as personalized communications and offers, will not be affected by the termination of their Cuddle Club membership.
44. Upon termination of a Member's membership for any reason whatsoever, the physical card (if applicable), the Cuddle Club account and the unique Member card number will be cancelled as well as the balance of Cuddle Points associated with this account (thus reset to zero).

Transfer, Expiration and Management of Cuddle Points

45. Cuddle Points have no monetary value and may only be used for the purposes set out in these Terms and Conditions and the Cuddle Club program. They are personal to the Member and may not, unless otherwise stipulated, be transferred, sold, assigned, exchanged, assigned, bequeathed or given as a gift. In the event of a Member’s death, Mondou may, at its discretion, authorize the transfer of Cuddle Points to an immediate family member or designated beneficiary. A written request accompanied by the death certificate, proof of designation as beneficiary or heir (for example, a will) and contact information must be submitted to Mondou. Mondou reserves the right to refuse any non-compliant request.
46. In accordance with the requirements of section 187.8 of the Consumer Protection Act and section 79.6.3 of the Regulation respecting the application of the Consumer Protection Act, Cuddle Points may expire on a preset date if the Member’s account remains inactive for more than a year. Mondou will send a written notice of inactivity at least 30 days, but not more than 60 days, prior to the expiry date of the Cuddle Points, informing the Member that his or her inactivity will result in the expiry of his or her Cuddle Points, as well as the effective date of expiry.
47. Mondou reserves the right, at its discretion and without prior notice, to withhold or limit the awarding of Cuddle Points rewards to any Member who:
    • abuse of privileges (e.g. obtaining points fraudulently, purchasing for resale or commercial use, or purchasing in excess of normal household consumption during promotional offers);
    • gets Cuddle Points by mistake;
    • refuses to comply with these Terms and Conditions; or
    • made a false declaration (e.g. falsified personal information).

Privacy

48. Mondou will ensure the confidentiality and security of all personal information collected from Members in accordance with the Privacy Policy found on its Web site mondou.com.

Newsletter, offers, and customized communications

49. By joining Cuddle Club, members agree to receive Mondou's newsletter and text messages.
50. By joining Cuddle Club, the Member also agrees that Mondou may market and advertise in various ways in order to improve the Member's experience with the products and services offered by Mondou:
    • by contacting the Member by e-mail, text message, telephone or mail;
    • by presenting the Member with advertisements from Groupe Legault, its subsidiaries, parent companies, related, associated, connected and affiliated companies that Groupe Legault deems relevant to the Member on its mondou.com website and on third-party websites, including social media platforms;
    • personalizing the content the Member sees on Mondou’s website and social media; and
    • providing personalized products, offers, communications and product recommendations to the Member.

Indemnification / limited liability

51. To the fullest extent permitted by applicable law, the Member shall indemnify and hold Mondou harmless from and against any and all third-party claims, demands, losses, liabilities, damages and expenses (including reasonable attorneys' fees) arising out of or in connection with the Member's membership in the Cuddle Club program and the services and rewards offered to the Member. In no event shall Mondou, nor any of its directors, representatives, officers or employees, be liable for any direct, indirect, special, collateral, punitive or consequential loss or damage of any nature whatsoever arising out of or in connection with the Member's membership in the Cuddle Club program and the services and rewards offered to the Member, including without limitation damages arising from changes to or cancellation of the Cuddle Club program.

General Provisions

52. Mondou's decisions concerning the Cuddle Club and the interpretation of these Terms and Conditions are final and binding on all Members without right of recourse.
53. These Terms and Conditions are governed by the laws of the province of Quebec and the federal laws applicable in that province.
54. In the event of any discrepancies between the English and French versions of the Cuddle Club Terms and Conditions, the French version shall prevail.