Effective Date: October 15, 2026 Version: 1.0 Applies to: All Sellers who offer Products or Services through the Platform.
Article 1: Introduction and Scope
1.1 This document is the single performance instrument for Sellers. This document states the measures the Company applies to a Seller's Orders and Buyer feedback, the notice the Company gives when a measure is not met, the cure and improvement periods that follow, and the consequences of a failure that is not cured. Related duties are stated in the Selling Terms of Service, the Service Level Requirements, the Buyer-Seller Communication Policy, and the Customer Service Standards Policy; consequences under this document are aligned with the Selling Terms of Service.
1.2 If a provision of this document conflicts with the Terms of Use, this document controls for the subject it governs. If a provision of this document conflicts with the terms of a program in which the Seller participates, the program terms control for that program. Policies and help pages explain this document; they do not amend it, and in any conflict this document prevails.
Article 2: Definitions
2.1 The definitions in the Selling Terms of Service are incorporated into this document by reference and apply to this document. This article defines only the additional terms used in this document, in alphabetical order.
2.2 Account Health: the Seller's single record of performance in Seller Center, showing each measure against the standard for that measure, current standing, open violations, improvement status, and appeal status.
2.3 Failure Threshold: the value for a measure at which the Seller is in breach of the standard for that measure.
2.4 Improvement Plan: a written plan that states the root cause of a failure, the corrective steps, the timeline for those steps, the measures that demonstrate correction, and the Seller's commitment to complete the plan.
2.5 Service Level: the standard a measure shall meet.
2.6 Warning Threshold: the value for a measure at which the Company notifies the Seller that the measure is approaching the Failure Threshold.
Article 3: Account Health and the Duty to Monitor
3.1 Account Health is presented in Seller Center under Performance. The overview shows the headline measures stated in Article 4, and separate views show return rate, item-not-received rate, negative feedback, late shipment, carrier, and regional detail.
3.2 The Seller shall monitor Account Health on a continuing basis. Failure to view a warning in Seller Center is not a defense to a measure under this document. Warnings appear in Seller Center and, for serious measures, by email to the address in the Account.
3.3 A statement of good standing in Account Health means only that no violation is active on the Account at that time. Such a statement is not a finding concerning a prior period and does not relieve the Seller of the duty to monitor.
Article 4: The Measures
4.1 Each measure in this article is computed from the Seller's Orders and Buyer feedback. Unless a measure states otherwise, the measurement period is the trailing sixty (60) day rolling period. For a Seller in the first ninety (90) days of active selling, the measurement period is the trailing thirty (30) day period, with new-Seller standards stated in Seller Center.
4.2 Order defect rate: Orders with a defect, stated as an Order with negative feedback, a Buyer protection claim, or a chargeback the Seller did not prevail on, divided by total Orders. Service Level: at or below one percent (1%). Warning Threshold: above zero point eight percent (0.8%). Failure Threshold: above one percent (1%).
4.3 Late shipment rate: Orders shipped after the promised ship date, divided by total shipments. Service Level: at or below four percent (4%). Warning Threshold: above three percent (3%). Failure Threshold: above four percent (4%). A Seller that cannot meet a published handling time shall correct the handling time stated in the listing, as governed by the Shipping Policy, and shall not treat the measure as the defect.
4.4 Valid tracking rate: shipments carrying a valid tracking number, divided by total shipments. Service Level: one hundred percent (100%). Warning Threshold: below ninety-nine percent (99%). Failure Threshold: below ninety-eight percent (98%). The rate of first carrier scan within twenty-four (24) hours of label creation shall be at or above ninety-eight percent (98%). Tracking that never receives a carrier scan does not satisfy this measure.
4.5 Pre-fulfillment cancellation rate: Orders cancelled before shipment, divided by total Orders. Service Level: at or below two point five percent (2.5%). Warning Threshold: above two percent (2%). Failure Threshold: above two point five percent (2.5%). A cancellation because an item is out of stock is subject to the same band and is an inventory and listing accuracy failure, governed by the Inventory Accuracy Policy.
4.6 Item not received rate: item-not-received claims, divided by shipped Orders. Service Level: at or below one point five percent (1.5%). Warning Threshold: above one point two percent (1.2%). Failure Threshold: above one point five percent (1.5%).
4.7 Negative feedback rate: ratings of one or two stars, divided by total ratings. Service Level: at or below two percent (2%). Warning Threshold: above one point five percent (1.5%). Failure Threshold: above two percent (2%). Average Seller rating: Service Level: at or above four point three (4.3) out of five (5), with a Warning Threshold at four point five (4.5).
4.8 Buyer protection claim rate: claims, divided by total Orders. Service Level: at or below one percent (1%). Warning Threshold: above zero point eight percent (0.8%). Failure Threshold: above one percent (1%).
4.9 Response rate: at or above ninety-five percent (95%) across the rolling period, with a Warning Threshold at ninety-two percent (92%) and a Failure Threshold at ninety percent (90%), as governed in full by the Buyer-Seller Communication Policy.
4.10 Return rate: the share of Orders returned by Buyers, shown in Account Health. No Failure Threshold applies to return rate alone; return rate is a monitored measure. A high or rising return rate may result in a listing-quality review concerning sizing, images, and description accuracy under the Listing Accuracy Policy before any violation arises from the rate itself.
4.11 The regional and carrier views in Account Health form part of the record the Seller shall review. An aggregate measure may conceal a failure concentrated in one region or with one carrier, and failure to review the detailed views does not mitigate a failure that those views would have disclosed.
Article 5: Notice, Cure, and Improvement
5.1 The performance cycle is measurement, notice, improvement, and verification. No step in that cycle is optional for the Seller.
5.2 When a measure crosses a Warning Threshold, the Company shall give a performance notice stating the measure, the current value, the Service Level, the Failure Threshold, and the improvement period. The notice appears in Account Health.
5.3 When a measure crosses a Failure Threshold, the Seller shall submit an Improvement Plan within the period stated in the notice. An Improvement Plan shall state the root cause, the corrective steps, the timeline, the measures that demonstrate correction, and the Seller's commitment to complete the plan. A plan is assessed on whether the stated steps address the cause of the failure.
5.4 Failure to submit an Improvement Plan, or failure to complete an Improvement Plan, is a separate violation of this document and may result in a measure under Article 8.
5.5 Verification closes the cycle. The Company confirms that the measure has returned within the Service Level for a sustained period, as stated in the improvement terms for the finding, before the finding is recorded as corrected. A single period within the Service Level after a sustained failure does not by itself establish correction.
5.6 After completion of improvement for a serious finding, the Seller is subject to ninety (90) days of post-improvement monitoring. During monitoring, the measures that failed are reviewed on a shortened cycle, and the Seller is notified of movement toward a Warning Threshold and not only of a crossing. A new finding of the same type during monitoring is a repeat violation. The repeat period for performance findings is one hundred eighty (180) days.
Article 6: Exclusions
6.1 The following are excluded from measurement under this document: a force majeure event; a delay caused by the Company or by a facility under Fulfillment by Pawz Shop: Program Terms (Fulfillment by Pawz Shop — Program Terms); a carrier-caused delay where the Seller handed the shipment to the carrier on time; an incorrect Buyer address; a verified payment processor outage; and an exemption the Company has approved. During a serious incident affecting Seller Center, the application interfaces, Order intake, or payments, a dependent measure is suspended for the duration of the incident.
6.2 An exemption shall be requested through the facility the Company provides for that purpose and is effective only when the Company approves the exemption in writing. An exclusion under clause 6.1 is applied in the measurement; no exclusion arises from a request made after measurement without an approved exemption.
6.3 The following are never exclusions: a carrier's ordinary slowness, which the Seller addresses by selection of a carrier or by an accurate delivery promise; Buyers ordering an incorrect size, which the Seller addresses by correction of the listing; and absence of the Seller's personnel, which the Seller addresses by staffing or by a vacation setting for the store. The standards in this document do not suspend for a weekend or a holiday.
Article 7: Liability
7.1 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 document, even if the party has been advised of the possibility of those damages.
7.2 To the fullest extent permitted by law, the Company's total liability arising out of or relating to this document shall not exceed the greater of (a) the amounts the Seller paid to the Company under this document in the twelve months before the event giving rise to the claim, or (b) one hundred dollars ($100).
7.3 This article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts the Seller owes for Orders, fees, chargebacks, or refunds under this document; or (d) liability that cannot be limited under applicable law.
7.4 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 8: Indemnification
8.1 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) the Seller's breach of this document; (b) the Seller's Products, Services, listings, or User Content; (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 this document.
8.2 The Company shall give prompt written notice of a claim under this article. The Seller shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The Seller 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.
8.3 This article survives the termination of this document.
Article 9: Enforcement and Appeals
9.1 The Company may investigate any suspected violation of this document. The Seller shall cooperate with an investigation and shall produce the records this document requires the Seller to keep.
9.2 If the Company determines that the Seller has violated this document, 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.
9.3 Where a violation is capable of cure, the Seller has ten (10) business days from notice to cure it and to confirm the cure in writing. No cure period applies to fraud, counterfeiting, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured.
9.4 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) remove or suppress a listing or content; (c) cancel an Order or a booking; (d) suspend the Account or a program participation, in whole or in part; (e) terminate this document and the Account; and (f) exercise any other right or remedy available under this document or at law. Consequences under this clause are aligned with the Selling Terms of Service. Fraud and the use of false tracking information discovered through performance review are not subject to the graduated measures in this clause and may result in immediate suspension or termination.
9.5 The Company may hold disbursements to the Seller while an investigation under this article is pending, and shall release amounts not required to satisfy the Seller's obligations when the investigation closes.
9.6 The Seller 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. The 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.
9.7 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. A payment hold applicable to a new Seller and performance measurement under this document are separate matters; release of a hold is not a performance clearance, and performance within a Service Level does not release a hold before the hold period ends.
Article 10: Term and Termination
10.1 This document takes effect when the Seller accepts it and continues until terminated under this article.
10.2 The Company may terminate this document and the Account on thirty (30) days' written notice for any reason, and immediately on written notice if the Seller materially breaches this document, engages in fraud, or becomes ineligible to participate.
10.3 The Seller may terminate this document on thirty (30) days' written notice to support@aapawz.com, provided the Seller has no Order, booking, or investigation outstanding.
10.4 On termination: (a) the rights granted under this document end; (b) obligations that arose before termination: including payment, refund, chargeback, record-keeping, and indemnification obligations: survive until satisfied; and (c) the Company shall disburse amounts owed, less amounts the Company may set off under this document, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
10.5 The Definitions, Fees (for accrued amounts), Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions articles survive termination.
Article 11: Dispute Resolution
11.1 Any dispute arising out of or relating to this document, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this document by reference.
Article 12: General Provisions
12.1 The Company may amend this document by posting the amended document in the Document Center and giving notice to the Seller at the email address in the Account. An amendment that materially increases the Seller's fees or 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. If the Seller does not accept an amendment, the Seller's remedy is to terminate under the Term and Termination article before the amendment takes effect.
12.2 Legal notices under this document 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 the Seller 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. The Seller shall keep the email address in the Account current. Notices under the DMCA and Copyright Policy are given as provided in that policy, to the designated agent at legal@aapawz.com.
12.3 This document 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 document shall be brought in the state or federal courts located in Shelby County, Tennessee, and the parties consent to personal jurisdiction there.
12.4 If any provision of this document is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
12.5 This document, together with the documents it incorporates by reference, is the entire agreement between the Company and the Seller for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
12.6 The Seller shall not assign this document 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 document to an affiliate or in connection with a sale of all or part of its business, on notice to the Seller.
12.7 A waiver of any provision of this document is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
12.8 Headings are for convenience only. "Including" means "including without limitation." This document shall not be construed against a party on the ground that the party prepared this document. The English-language text controls over any translation.
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