Effective Date: October 15, 2026 Version: 1.0 Applies to: All Users, Buyers, Sellers, and other participants who use, offer Products or Services through, or are paid through the Platform.
Article 1: Introduction and Scope
1.1 This Policy states the platform rule against fraud and abuse. The Policy defines the prohibited conduct, the evidence standard the Company applies before a finding is made, and the rights the Company may exercise when a finding is made, including recovery and setoff against amounts owed.
1.2 Products sold by the Company are "Sold by Pawz Shop." Products sold by a Seller are "Sold by {Seller name}." This Policy applies to conduct in connection with either relationship and to conduct by any participant, whether or not the conduct completes a transaction.
1.3 A Seller's obligations and consequences under this Policy are stated in the Fraud and Abuse: Zero Tolerance document (Fraud and Abuse — Zero Tolerance), which incorporates this Policy by reference. If a provision of this Policy conflicts with the Terms of Use, this Policy controls for the subject it governs. If a provision of this Policy conflicts with the terms of a program in which a party participates, the program terms control for that program.
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 Fraud: a knowing misrepresentation, concealment, or misuse of the Platform, a payment instrument, an identity, or a record, undertaken to obtain money, Products, Services, or an advantage to which the actor is not entitled.
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.
2.11 User Content: content a User submits to the Platform, including listings, reviews, photographs, and messages.
Article 3: Prohibited Conduct
3.1 No participant shall engage in any of the following conduct (a) Payment fraud: use of a stolen payment instrument, an unauthorized transaction, or a payment instrument the actor is not entitled to use;
(b) Identity fraud: use of a false identity, a forged document, or another person's identity or credentials;
(c) Listing fraud: bait-and-switch offers, offers of inventory the Seller does not hold and cannot obtain, and other material misrepresentation in a listing;
(d) Review fraud: a false review in either direction, a paid review without the disclosure the law and the User Content and Reviews Policy require, and review extortion;
(e) Counterfeiting: listing or selling a counterfeit good, as governed by the Prohibited and Restricted Products Policy. One confirmed counterfeit is sufficient for a finding under this Policy;
(f) Sale after notice: selling a Product after receipt of a recall notice, a safety warning, or a Company removal of the Product for safety reasons, as governed by the Product Recall Policy;
(g) Animal endangerment: conduct that endangers the health or safety of an animal, including sale of adulterated food, sale of mislabeled medication, transport of a live animal in violation of the Live Animal Policy, and veterinary services performed or held out as performed by a person not licensed to perform them;
(h) Chargeback fraud: receipt of a Product followed by a chargeback that claims non-receipt or non-authorization contrary to the record, and a pattern of duplicate chargebacks across Orders, as governed by the Chargeback Policy;
(i) Financial crime: money laundering, structuring of transactions to evade a reporting requirement, evasion of sanctions, and financing of terrorism, and any other conduct that makes the Platform a conduit for financial crime;
(j) System intrusion: unauthorized access to a system or Account, credential theft, session hijacking, deliberate exploitation of a Platform vulnerability, and trafficking in compromised Accounts; and
(k) Evasion: re-registration under any identity after termination under this Policy, operation of an undisclosed Account to circumvent a measure, and assistance to another party's evasion.
3.2 An attempt to engage in conduct described in Article 3.1 is a violation of this Policy. Interception of an attempt by a Company control does not cure the violation.
3.3 Conduct that is negligent, late, or deficient without the element stated in the definition of Fraud: including late shipment, an inaccurate listing without intent to deceive, and excessive returns: is governed by the document that states that subject and is not a finding under this Policy.
Article 4: Evidence Standard and Investigation
4.1 A finding under this Policy requires evidence, not suspicion. The Company shall establish, on the record, what occurred, the identity of the actor, and the scale of the conduct. The standard is clear and convincing evidence for a finding that a party acted with the intent the definition of Fraud requires.
4.2 Pattern evidence is admissible and weighty under this Article, including multiple Orders, multiple Accounts, coordinated timing, shared payment instruments or devices, and communications across Accounts. Fraud is rarely a single event, and the Company evaluates the record as a whole.
4.3 The Company may investigate any suspected violation of this Policy. The party under investigation shall cooperate and shall produce the records the Company's documents require the party to keep, including Order records, fulfillment records, delivery records, sourcing records, and communications for the transactions under investigation.
4.4 The Company shall give the subject notice of a finding and of the evidence relied on, except where notice would compromise an ongoing investigation or a report the law requires, in which case notice follows as soon as notice can safely be given.
4.5 The investigation shall account for a false positive, including mistaken identity arising from a family member's payment instrument or a shared device, a compromised Account in which the fraud was committed against the Account holder, and a data error in the Platform record. Article 7 provides the appeal through which such a correction is made.
Article 5: Company Rights on a Finding
5.1 On a finding under this Policy, and immediately on a credible indication of ongoing harm pending completion of an investigation, the Company may suspend the Account and every capability attached to the Account: listing, selling, purchasing, program participation, and portal access: to the extent proportionate to the risk presented.
5.2 The Company may hold payouts and balances pending resolution of every refund, dispute, and chargeback connected to the Account. Held funds are security for the obligations the conduct created and are not forfeited. A legitimate refund to a Buyer is satisfied from held funds first.
5.3 The Company may recover amounts the Company has paid or is liable to pay by reason of the conduct: including refunds to Buyers, chargeback amounts and associated fees, recall costs, and the cost of remediation: from the responsible party, and may set off such amounts against amounts otherwise owed to that party under any Company document, including disbursements for unrelated Orders, in accordance with the Payment Services Terms and the Selling Terms of Service.
5.4 On a confirmed finding, the Company may terminate the Account and bar the responsible party from re-registration under any identity, through any entity, or through any intermediary. Re-registration after termination under this Policy is a separate violation of Article 3.1(k).
5.5 Where the law requires a report, the Company shall report: counterfeits to the rights owner, financial crime to the appropriate authority, and animal endangerment to the relevant regulator. The Company is not required to warn the subject before making a report the law requires.
Article 6: Liability
6.1 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 Policy, even if the party has been advised of the possibility of those damages.
6.2 Cap. To the fullest extent permitted by law, the Company's total liability arising out of or relating to this Policy shall not exceed the greater of (a) the amounts the party paid to the Company under the Company's documents in the twelve months before the event giving rise to the claim, or (b) one hundred dollars ($100).
6.3 Carve-outs. This Article does not limit (a) a party's indemnification obligations under this Policy; (b) liability for fraud or willful misconduct; (c) amounts owed for Orders, fees, chargebacks, or refunds under the Company's documents, including amounts recoverable under Article 5.3; or (d) liability that cannot be limited under applicable law.
6.4 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 7: Indemnification
7.1 Duty. Each party that engages in conduct governed by this Policy 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) that party's breach of this Policy; (b) that party's Products, Services, listings, or User Content, including product liability and intellectual property infringement claims and product recall costs where that party is a Seller; (c) that party's violation of any law or of the rights of any person; and (d) taxes for which that party is responsible under the Company's documents. For a Buyer, this duty is limited to claims arising from the Buyer's own User Content and misuse of the Platform.
7.2 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.
7.3 Survival. This Article survives the termination of this Policy.
Article 8: Enforcement and Appeals
8.1 Investigation. Investigation under this Policy is governed by Article 4. The party under investigation shall cooperate as Article 4.3 requires.
8.2 Notice. Notice of a finding is governed by Article 4.4.
8.3 Opportunity to cure. No cure period applies to fraud, counterfeiting, a risk to the safety of a person or an animal, unlawful conduct, or another violation under Article 3 that by its nature cannot be cured. Where a violation under this Policy is capable of cure, the party has ten (10) business days from notice to cure it and to confirm the cure in writing.
8.4 Measures. The measures available under this Policy are those stated in Article 5. The Company may also exercise any other right or remedy available under the Company's documents or at law, proportionate to the violation.
8.5 Appeal. A party may appeal a measure under this Policy by written notice to legal@aapawz.com within thirty (30) days of the measure, stating the grounds and attaching the records relied on, in accordance with the Enforcement and Appeals Policy. The appeal is decided by a person who did not make the original decision. The Company's decision on appeal is final. A measure, including a suspension and a hold under Article 5, remains in effect during an appeal unless the Company directs otherwise in writing. A successful appeal reverses the measure in full: the Account is restored, held funds not required to satisfy an established obligation are released, and the enforcement record is corrected.
8.6 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 9: Term and Termination
9.1 Term. This Policy takes effect when a User first uses the Platform and continues until terminated under this Article.
9.2 Termination by the Company. The Company may terminate this Policy as it applies to a party, and the party's Account, on thirty (30) days' written notice for any reason, and immediately on written notice if the party materially breaches this Policy, engages in fraud, or becomes ineligible to participate.
9.3 Termination by the party. A party may terminate this Policy as it applies to that party on thirty (30) days' written notice to support@aapawz.com, provided the party has no Order, booking, or investigation outstanding.
9.4 Effect of termination. On termination: (a) the rights granted under the Company's documents end; (b) obligations that arose before termination: including payment, refund, chargeback, record-keeping, recovery under Article 5.3, 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.
9.5 Survival. The Definitions, Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions Articles survive termination.
Article 10: Dispute Resolution
10.1 Any dispute arising out of or relating to this Policy, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this Policy by reference.
Article 11: General Provisions
11.1 Amendments. The Company may amend this Policy by posting the amended Policy in the Document Center and giving notice to the affected party at the email address in the Account. An amendment that materially increases a party's obligations takes effect thirty (30) days after notice; 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 9 before the amendment takes effect.
11.2 Notices. Legal notices under this Policy shall be sent to legal@aapawz.com. Operational notices 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.
11.3 Governing law. This Policy 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 Policy shall be brought in the state or federal courts located in Shelby County, Tennessee, and the parties consent to personal jurisdiction there.
11.4 Severability. If any provision of this Policy is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
11.5 Entire agreement. This Policy, 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.
11.6 Assignment. A party other than the Company shall not assign this Policy 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 Policy to an affiliate or in connection with a sale of all or part of its business, on notice to the affected party.
11.7 Waiver. A waiver of any provision of this Policy is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
11.8 Interpretation. Headings are for convenience only. "Including" means "including without limitation." This Policy shall not be construed against a party as its drafter. The English-language text controls over any translation.
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