Effective Date: October 15, 2026 Version: 1.0 Applies to: All Buyers whose Account is suspended, terminated, or closed, and all Buyers who request closure of an Account.
Article 1: Introduction and Scope
1.1 This document governs the suspension, termination, and closure of a Buyer Account: the grounds for a measure against an Account, the notice the Company gives, the effect of a measure or of closure on Orders, subscriptions, balances, reviews, and records, and the Buyer's right of appeal. Registration, credentials, and the ordinary use of an Account are governed by the Buyer Accounts document; this document governs only the measures and the ending of an Account, and the Buyer Accounts document governs the Account while the Account is in ordinary use.
1.2 The Terms of Use and the Enforcement and Appeals Policy state the platform rules for enforcement and appeals; this document states the Buyer's rights and obligations under the same rules and incorporates the Terms of Use by reference.
1.3 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 Buyer 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 Terms of Use 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 Closure: the ending of an Account at the Buyer's request under Article 3.
2.3 Restriction: a limitation on a stated privilege of an Account, including review privileges, ordering quantity, or escalation filing frequency, for a stated period or until a stated condition is met.
2.4 Suspension: the temporary disabling of ordering, subscription management, review posting, and new escalation filing from an Account.
2.5 Termination: the permanent ending of an Account by the Company under Article 4.
Article 3: Voluntary Closure by the Buyer
3.1 The Buyer may request Closure at any time in the Account settings or by notice to support@aapawz.com. Closure takes effect within five (5) business days after the Company verifies the identity of the requester. Verification is required because Closure ends access to the Account and its records.
3.2 The Buyer shall understand and accept the following effects before confirming a request for Closure (a) a pending Order is fulfilled or refunded under the Buyer Order and Payment Terms and the Returns and Refunds Policy; Closure does not cancel a shipment already in transit, and the Buyer's return and refund rights for that shipment survive Closure;
(b) an active subscription, including a shipping membership and a grooming membership, is cancelled effective at the end of the current billing period, and no further billing occurs; benefits continue through the period paid for, and an Order already shipped under a subscription is not refunded except under the Returns and Refunds Policy;
(c) an unused gift card balance and an unused store credit balance remain redeemable for twelve (12) months after Closure, on request to support@aapawz.com;
(d) a published Review remains published unless removed under the Buyer Reviews Policy; the display name attached to a Review is anonymized on request to support@aapawz.com; and
(e) Order history and transaction records are retained as stated in Article 7.
3.3 Closure during an open escalation, investigation, or enforcement proceeding does not end that proceeding. The Company may complete the proceeding and record the outcome, and the outcome may be applied to any later Account of the Buyer.
3.4 After a Closure not connected with an investigation or a measure, the Buyer may open a new Account, subject to the one-Account rule in the Buyer Accounts document.
Article 4: Grounds for a Measure Against an Account
4.1 The following conduct is a ground for a warning, a Restriction, a Suspension, or a Termination, proportionate to the severity of the conduct and the Buyer's history (a) fraud of any kind, including payment fraud, return and refund fraud, chargeback abuse, promotion abuse through more than one Account, and creation of an Account to evade a measure, as stated in the Fraud, Abuse and Zero Tolerance Policy (Fraud and Abuse Policy);
(b) review fraud, an undisclosed compensated Review, coordinated review manipulation, or review extortion, under the Buyer Reviews Policy;
(c) a threat, harassment, or abuse directed at a Seller, another Buyer, or Company personnel, including in a communication concerning an Order;
(d) a material misrepresentation in Account information, in an escalation, or in an appeal, including a false identity and fabricated evidence;
(e) automation against the Platform, including a bot, a scraper, or an automated purchasing tool, except through an interface the Company expressly offers for that use;
(f) interference with the Platform, including deliberate disruption of a listing, a Review, or an escalation; and
(g) unlawful conduct in connection with a purchase, including purchase or attempted purchase of a prohibited Product, or receipt of a restricted Product in violation of applicable law, under the Buyer Order and Payment Terms.
4.2 Fraud under clause 4.1(a), review extortion under clause 4.1(b), and a threat of violence under clause 4.1(c) are grounds for immediate Suspension or Termination without prior warning. An immediate measure is recorded with the evidence preserved, and the right of appeal in Article 6 applies to an immediate measure on the same terms as to any other measure.
Article 5: Process, Notice, and Effect
5.1 Except for an immediate measure under Article 4, clause 4.2, the Company shall give notice before a Suspension or a Termination takes effect. The notice shall state: (a) the ground, by reference to Article 4; (b) the specific conduct or findings relied on, with dates; (c) the measure and its effective date; (d) the evidence relied on; and (e) the appeal right in Article 6 and its deadline. A notice that omits an element in this clause is defective, and the defect is a ground of appeal under Article 6.
5.2 A warning and a Restriction take effect on notice and remain in effect until the stated condition is met or the stated period expires. A Restriction shall be confined to the privilege abused where confinement is proportionate to the violation.
5.3 Every measure and every notice under this document shall be recorded by the Company. The record is the basis on which an appeal is decided.
5.4 During a Suspension, ordering, subscription management, review posting, and new escalation filing from the Account are disabled. The Buyer retains access to the records of the Buyer's own escalations and retains the right of appeal in Article 6. On Termination, those privileges end permanently, subject to Article 6.
5.5 A pending Order at the time of a Suspension shall be fulfilled or refunded, and no new charge shall be made to the Account. On Termination, an unshipped Order shall be cancelled and refunded in full under the Returns and Refunds Policy.
5.6 An active subscription is paused during a Suspension and is cancelled on Termination effective at the end of the current billing period, with no further billing. Benefits continue through the period paid for.
5.7 A gift card balance and a store credit balance on a terminated Account are forfeited only where the Termination is for fraud under Article 4, clause 4.1(a). For every other ground of Termination, Article 3, clause 3.2(c) applies, and the balances remain redeemable for twelve (12) months after Termination on request to support@aapawz.com.
5.8 A Buyer whose Account is terminated shall not open a new Account. A new Account opened to evade a Termination shall itself be terminated, and the evasion is a violation of the Buyer Accounts document.
Article 6: Appeal of an Account Measure
6.1 The Buyer may appeal a warning, a Restriction, a Suspension, or a Termination by written notice to legal@aapawz.com within thirty (30) days of the measure, stating the ground of appeal and attaching the records relied on. The recognized grounds are: (a) a material error of fact; (b) an error of policy, in that the provision applied does not govern the conduct found; (c) evidence that is genuinely new and that was not available, with reasonable diligence, at the time of the measure; and (d) an irregularity in procedure, including a defective notice under Article 5, clause 5.1. A notice of appeal that states only disagreement, without a ground in this clause, is not an appeal and shall be dismissed.
6.2 The appeal is decided by a person who did not make the original decision. The Company's decision on appeal is final as a measure under this document. A legal dispute concerning the measure after a final appeal decision is governed by Article 12.
6.3 Filing an appeal does not suspend the measure during the appeal, unless the Company directs otherwise in writing. Where an appeal succeeds, the Company shall reverse the measure, correct the Account record, and restore a balance, a privilege, or an amount withheld solely because of the measure reversed.
Article 7: Retention of Records
7.1 Account records, Order history, escalation records, and enforcement records are retained after Closure, Suspension, or Termination as stated in the Privacy Policy and as applicable law requires, including tax record-keeping obligations that continue after an Account ends. Retention of personal information, and the Buyer's rights of access and deletion, are governed by the Privacy Policy; this document states only the retention consequence of an Account measure or Closure.
7.2 A request for deletion of personal information does not require deletion of a record the Company is obliged by law to retain, of a record under a legal hold, or of an enforcement record retained for fraud prevention as the Privacy Policy permits.
Article 8: Liability
8.1 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.
8.2 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 Buyer paid for the Order giving rise to the claim, or (b) one hundred dollars ($100).
8.3 This article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts the Buyer owes for Orders, fees, chargebacks, or refunds under this document; or (d) liability that cannot be limited under applicable law.
8.4 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 9: Indemnification
9.1 The Buyer 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 Buyer's breach of this document; (b) the Buyer's User Content; (c) the conduct that is the ground of a measure under Article 4, where that conduct causes loss to the Company or to another person; and (d) the Buyer's violation of any law or of the rights of any person.
9.2 The Company shall give prompt written notice of a claim under this article. The Buyer shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The Buyer 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 This article survives the termination of this document.
Article 10: Enforcement and Appeals
10.1 The Company may investigate any suspected violation of this document. The Buyer shall cooperate with an investigation and shall produce the records this document requires the Buyer to keep.
10.2 If the Company determines that the Buyer 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. Notice of a Suspension or a Termination shall in addition satisfy Article 5, clause 5.1.
10.3 Where a violation is capable of cure, the Buyer 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.
10.4 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) impose a Restriction; (c) remove or suppress the Buyer's User Content; (d) cancel an Order or a booking; (e) suspend the Account, in whole or in part; (f) terminate this document and the Account; and (g) exercise any other right or remedy available under this document or at law.
10.5 The Buyer 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, as provided in Article 6. 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.
10.6 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 This document takes effect when the Buyer registers an Account and continues until terminated under this article.
11.2 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 Buyer materially breaches this document, engages in fraud, or becomes ineligible to participate. A Termination for a ground in Article 4 is in addition effected under Article 5.
11.3 The Buyer may terminate this document on thirty (30) days' written notice to support@aapawz.com, provided the Buyer has no Order, booking, or investigation outstanding. Closure at the Buyer's request is effected under Article 3, which governs in place of the period in this clause where the Buyer requests Closure in the Account settings.
11.4 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 and less a balance forfeited under Article 5, clause 5.7, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
11.5 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 document, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this document by reference.
Article 13: General Provisions
13.1 The Company may amend this document by posting the amended document in the Document Center and giving notice to the Buyer at the email address in the Account. An amendment that materially increases the Buyer'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 Buyer does not accept an amendment, the Buyer's remedy is to terminate under the Term and Termination article before the amendment takes effect.
13.2 Legal notices under this document, including an appeal under Article 6, shall be sent to legal@aapawz.com. Operational notices and all other communications, including a request for Closure and a request for redemption of a balance, 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 Buyer 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 Buyer 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.
13.3 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.
13.4 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.
13.5 This document, together with the documents it incorporates by reference, is the entire agreement between the Company and the Buyer for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
13.6 The Buyer 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 Buyer.
13.7 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.
13.8 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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