Effective Date: October 15, 2026 Version: 1.0 Applies to: All Buyers who purchase a Product sold by a Seller through the Platform.
Article 1: Introduction and Scope
1.1 This Program states when the Company itself refunds a Buyer for a sale by a third-party Seller, the claim window and evidence for such a refund, the refund method, and the Company's recovery of the refunded amount from the Seller. The Program is a Company undertaking to the Buyer; the Program does not make the Company the seller of a third-party Product and does not displace the Seller's obligations to the Buyer.
1.2 Products sold by the Company are "Sold by Pawz Shop." Products sold by a Seller are "Sold by {Seller name}." This Program applies only to a third-party sale. A first-party sale is governed by the Returns and Refunds Policy directly against the Company as seller of record and is not a claim under this Program.
1.3 If a provision of this Program conflicts with the Terms of Use, this Program controls for the subject it governs. Program terms for another program in which the Buyer or the Seller participates control for that program's matters.
Article 2: Definitions
2.1 Account: the account a person or business establishes with the Company to use the Platform.
2.2 Buyer: a person who purchases Products or Services through the Platform.
2.3 Company: All About Pawz, LLC, a Tennessee limited liability company.
2.4 Covered Claim: a claim that satisfies Articles 3 and 4 and is not excluded by Article 6.
2.5 Order: a Buyer's purchase of Products or Services through the Platform, accepted in accordance with the Order Formation and Acceptance Policy.
2.6 Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
2.7 Products: goods offered for sale through the Platform.
2.8 Seller: a person or business the Company has accepted to offer Products or Services through the Platform.
2.9 Services: services offered through the Platform, including grooming, veterinary, pharmacy, and fulfillment services, as applicable.
2.10 User: any person who accesses or uses the Platform, whether or not the person holds an Account.
Article 3: Coverage
3.1 The Company refunds a Buyer under this Program for a third-party sale where the record establishes one of the following (a) Non-delivery. The Product was not delivered to the Buyer, and the Seller does not establish delivery to the correct address on carrier records;
(b) Material non-conformity. The Product delivered differs materially from the listing: including a wrong item, a counterfeit item, and an item whose condition or specification differs from the listing in a respect material to the Buyer's purchase: and the Seller does not cure the non-conformity by replacement or refund; or
(c) Seller failure to honor the returns policy. The Seller fails to honor the Returns and Refunds Policy for the Order, including failure to accept a return the Policy requires the Seller to accept, failure to issue a refund the Policy requires, and failure to respond to a return request within the period that Policy states.
3.2 Before a claim under Article 3.1(b) or Article 3.1(c) is a Covered Claim, the Buyer shall first seek the remedy from the Seller through the Platform, and the Seller shall have had the opportunity the Returns and Refunds Policy and the Dispute Resolution Policy provide to cure or to respond. Non-delivery under Article 3.1(a) requires the delivery investigation the Dispute Resolution Policy states. A claim decided in the Buyer's favor under the Dispute Resolution Policy that the Seller does not satisfy within the compliance period that decision states is a Covered Claim without a second filing of the underlying facts.
3.3 Coverage under this Program is limited to the Order price, applicable tax collected on the Order, and shipping charged on the Order. Coverage does not extend to a consequential loss, a loss of use, or an amount beyond the Order total for the affected Order.
Article 4: Claim Window, Evidence, and Decision
4.1 A claim under this Program shall be filed from the Buyer's Account, by selection of the Order, within thirty (30) calendar days of the earliest of: (a) the delivery date for a claim under Article 3.1(b) or Article 3.1(c); (b) the final delivery date stated for the Order for a claim under Article 3.1(a); and (c) the date of a dispute decision in the Buyer's favor for a claim under Article 3.2, second sentence. A claim filed outside the window is not a Covered Claim, except that the Company may consider a late claim where the Seller's non-response prevented timely filing and the record establishes that fact.
4.2 The Buyer shall provide the evidence the claim requires: the Order record; for non-delivery, a statement of non-receipt and the delivery address of record; for material non-conformity, photographs and a description that identify the material difference from the listing, with the item preserved until the Company directs disposition; and for a returns failure, the return request record, the tracking record for a returned item where a return was made, and the Seller's response or the record of non-response.
4.3 The Company decides a claim on the full record, including the Seller's records. The Company may request records from the Seller, and the Seller shall produce Order, fulfillment, delivery, and communication records for the Order within the period the request states. A Seller's failure to produce a record the Seller is required to keep is read against the Seller, as stated in the Dispute Resolution Policy.
4.4 The Company issues a decision with reasons. A denial identifies the Article 3 ground not established, the exclusion in Article 6 relied on, or the window in Article 4.1 not satisfied. A Buyer may appeal a denial as a dispute decision under the Dispute Resolution Policy.
Article 5: Refund Method and Company Recovery from the Seller
5.1 A refund under this Program is issued to the original payment method for the Order, in the Order currency, for the amount Article 3.3 states. Where the original payment method cannot receive the refund, the Company issues the refund by a method the Company offers for that Account and records the method used. A refund under this Program is a Company payment that satisfies, to the amount paid, the Seller's refund obligation for the Order; the Buyer does not recover the same amount twice, from the Seller and from the Company combined.
5.2 Where return of an item is a condition of the remedy, the Company states the return instruction and the party that bears return shipping. For a Covered Claim, return shipping is not borne by the Buyer where the ground is non-delivery, material non-conformity, or Seller failure under Article 3.1(c).
5.3 The Company recovers the full amount refunded under this Program, together with the associated payment processing cost the Company bears on the refund, from the Seller whose sale gave rise to the Covered Claim. Recovery is effected, at the Company's election, by setoff against disbursements and other amounts otherwise owed to the Seller, by debit of the Seller's payment account as the Payment Services Terms authorize, or by invoice payable on demand. The Seller's obligation under this Article is a debt owed to the Company and survives termination of the Seller's Account until satisfied.
5.4 Recovery under Article 5.3 does not depend on the Seller's agreement with the claim decision. The Seller's recourse on the underlying facts is the appeal and dispute process the Dispute Resolution Policy and the Enforcement and Appeals Policy provide; recovery proceeds while such a process is pending unless the Company directs otherwise in writing.
Article 6: Exclusions
6.1 The following are not Covered Claims (a) a loss caused by the Buyer, including delivery to an incorrect address the Buyer supplied, refusal of delivery without a ground the Returns and Refunds Policy recognizes, damage to the item after delivery by the Buyer, and disposal of the item before the evidence Article 4.2 requires was preserved, where the disposal prevents decision of the claim;
(b) a claim filed outside the window in Article 4.1, subject to the exception that Article states;
(c) a change of mind, a price disagreement, and a non-material difference from the listing, each of which is governed, if at all, by the Returns and Refunds Policy against the Seller and not by this Program;
(d) an amount already recovered for the same Order and the same loss, by refund, by dispute decision satisfied by the Seller, or by chargeback, as Article 7 states;
(e) a first-party sale, governed by Article 1.2; and
(f) a Product the Buyer purchased in violation of the Prohibited and Restricted Products Policy restrictions applicable to the Buyer's jurisdiction.
Article 7: Relationship to Chargebacks
7.1 A claim under this Program and a chargeback under the Chargeback Policy are alternative paths to the same payment and shall not proceed in parallel for the same Order and the same loss. Filing of a chargeback on an Order suspends a pending claim under this Program for that Order, as the Chargeback Policy states.
7.2 Where a chargeback on an Order is decided for the Buyer, the chargeback refund stands as the resolution of the payment for that Order and no amount is payable under this Program for the same loss. Where a chargeback is decided for the merchant of record, the Buyer may file or resume a claim under this Program within the window in Article 4.1, measured without the period during which the chargeback was pending.
7.3 A refund under this Program does not waive, and is not conditioned on waiver of, a right the Buyer holds under card network rules or applicable law. Article 7 states the coordination of remedies and not a surrender of a statutory or network right.
Article 8: Liability
8.1 Exclusion of certain damages. To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, punitive, or consequential damages, or for lost profits, lost revenue, or loss of goodwill, arising out of or relating to this Program, even if the party has been advised of the possibility of those damages. Article 3.3 states the coverage limit for a Covered Claim and is not displaced by this Article.
8.2 Cap. To the fullest extent permitted by law, the Company's total liability arising out of or relating to this Program, beyond an amount payable as a Covered Claim under Article 3.3, shall not exceed the greater of (a) the amounts the Buyer paid for the Order giving rise to the claim, or (b) one hundred dollars ($100).
8.3 Carve-outs. This Article does not limit (a) a party's indemnification obligations under this Program; (b) liability for fraud or willful misconduct; (c) amounts owed for Orders, fees, chargebacks, or refunds under the Company's documents, including a Covered Claim amount; or (d) liability that cannot be limited under applicable law.
8.4 Essential purpose. The parties agree that this Article allocates risk between them, that it is an essential part of the basis of their bargain, and that it applies even if a limited remedy fails of its essential purpose.
Article 9: Indemnification
9.1 Duty. The Seller shall indemnify, defend, and hold harmless the Company and its members, managers, employees, and agents from and against every claim, demand, action, loss, liability, judgment, settlement, cost, and expense (including reasonable attorneys' fees) arising out of or relating to a Covered Claim for the Seller's sale, and from: (a) the Seller's breach of this Program; (b) the Seller's Products, listings, or content, including product liability claims; (c) the Seller's violation of any law or of the rights of any person; and (d) taxes for which the Seller is responsible under the Company's documents. For a Buyer, this duty is limited to claims arising from the Buyer's own User Content, a fraudulent claim under this Program, and misuse of the Platform.
9.2 Procedure. The Company shall give prompt written notice of a claim under this Article. The indemnifying party shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The indemnifying party shall not settle a claim in a manner that imposes any obligation or restriction on the Company, or that does not release the Company fully, without the Company's prior written consent.
9.3 Survival. This Article survives the termination of this Program.
Article 10: Enforcement and Appeals
10.1 Investigation. The Company may investigate any suspected violation of this Program, including a fraudulent claim and a pattern of Seller non-response. The party under investigation shall cooperate with an investigation and shall produce the records this Program requires the party to keep.
10.2 Notice. If the Company determines that a party has violated this Program, the Company shall give written notice stating the provision violated and the facts relied on, except where notice would compromise an investigation of fraud, a safety risk, or a legal obligation.
10.3 Opportunity to cure. Where a violation is capable of cure, the party has ten (10) business days from notice to cure it and to confirm the cure in writing. No cure period applies to fraud, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured.
10.4 Measures. If a violation is established and is not cured within the period allowed, the Company may, proportionate to the violation: (a) issue a written warning; (b) deny or recover a Program payment obtained by a fraudulent claim; (c) suspend the Account, in whole or in part; (d) terminate this Program as it applies to the party and the Account; and (e) exercise any other right or remedy available under the Company's documents or at law, including recovery under Article 5.3.
10.5 Appeal. A party may appeal a measure under this Article by written notice to legal@aapawz.com within thirty (30) days of the measure, stating the grounds and attaching the records relied on. Appeal of a claim denial is governed by Article 4.4. Each appeal is decided by a person who did not make the original decision. The Company's decision on appeal is final. A measure remains in effect during an appeal unless the Company directs otherwise in writing.
10.6 No waiver by delay. The Company's delay in acting on a violation is not a waiver of the violation or of any later violation of the same kind.
Article 11: Term and Termination
11.1 Term. This Program takes effect when a Buyer first purchases a third-party Product through the Platform and continues until terminated under this Article.
11.2 Termination by the Company. The Company may terminate this Program on thirty (30) days' written notice, and may terminate this Program as it applies to a party, and the party's Account, immediately on written notice if the party materially breaches this Program, engages in fraud, or becomes ineligible to participate. Termination of the Program does not extinguish a Covered Claim that accrued before the termination date.
11.3 Termination by the party. A party may terminate participation in this Program as it applies to that party on thirty (30) days' written notice to support@aapawz.com, provided the party has no claim, Order, or investigation outstanding. Termination by a Seller does not extinguish recovery under Article 5.3 for a claim that accrued before termination.
11.4 Effect of termination. On termination: (a) the rights granted under this Program end, subject to Article 11.2; (b) obligations that arose before termination: including payment, refund, chargeback, recovery, record-keeping, and indemnification obligations: survive until satisfied; and (c) the Company shall disburse amounts owed, less amounts the Company may set off under the Company's documents, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
11.5 Survival. The Definitions, Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions Articles survive termination.
Article 12: Dispute Resolution
12.1 Any dispute arising out of or relating to this Program, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this Program by reference.
Article 13: General Provisions
13.1 Amendments. The Company may amend this Program by posting the amended Program in the Document Center and giving notice to the affected party at the email address in the Account. An amendment that materially reduces coverage or increases a party's obligations takes effect thirty (30) days after notice and does not apply to a claim that accrued before the effective date; other amendments take effect on posting. Continued use of the Platform after the effective date of an amendment is acceptance of it. A party that does not accept an amendment may terminate under Article 11 before the amendment takes effect.
13.2 Notices. Legal notices under this Program shall be sent to legal@aapawz.com. Operational notices, claims correspondence, and all other communications shall be sent to support@aapawz.com. A notice to the Company is effective when the Company acknowledges receipt or, for email, one business day after sending, whichever is earlier. Notices to a party are effective when sent to the email address in the Account or posted to the Account's notice facility in the portal, whichever occurs first. Each party shall keep the email address in the Account current.
13.3 Governing law. This Program is governed by the laws of the State of Tennessee, without regard to its conflict-of-laws rules. Subject to the Dispute Resolution Policy, any proceeding arising out of this Program shall be brought in the state or federal courts located in Shelby County, Tennessee, and the parties consent to personal jurisdiction there.
13.4 Severability. If any provision of this Program is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
13.5 Entire agreement. This Program, together with the documents it incorporates by reference, is the entire agreement between the Company and each party for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
13.6 Assignment. A party other than the Company shall not assign this Program or any right or obligation under it without the Company's prior written consent, and an assignment without consent is void. The Company may assign this Program to an affiliate or in connection with a sale of all or part of its business, on notice to the affected party.
13.7 Waiver. A waiver of any provision of this Program is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
13.8 Interpretation. Headings are for convenience only. "Including" means "including without limitation." This Program shall not be construed against a party as its drafter. The English-language text controls over any translation.
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