Effective Date: October 15, 2026 Version: 1.0 Applies to: All Buyers who register or hold an Account on the Platform.
Article 1: Introduction and Scope
1.1 This document governs the registration of a Buyer Account, the credentials that control the Account, the accuracy of the information in the Account, the use of the Account, and the Account holder's responsibility for activity under the Account. Suspension, termination, and closure of an Account are governed by the Buyer Account Policy; this document states the rules for obtaining and using an Account, and the Buyer Account Policy states the consequences when an Account ends or is acted against.
1.2 The Terms of Use and the Account Registration and Security Policy state the platform rules for Accounts; this document states the Buyer's 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 Account Holder: the person in whose name an Account is registered, whether or not that person placed a particular Order.
2.3 Credentials: the email address, password, and any additional authentication factor that control access to an Account.
Article 3: Eligibility and Registration
3.1 The Buyer shall register an Account before purchasing through the Platform, except where the Company expressly offers guest checkout for a transaction. The Account is the record to which the Buyer's Orders, returns, escalations, subscriptions, and reviews attach.
3.2 The Buyer shall be at least eighteen (18) years of age and legally capable of entering a binding contract. Registration requires the Buyer's legal name, a valid email address the Buyer controls, a delivery address, and a valid payment method.
3.3 The Company may require verification before an Order is fulfilled where risk indicators warrant it, including verification of the payment method or of a telephone number. Verification is applied on the basis of risk and is not required of every Buyer.
3.4 One natural person shall hold one Account. The Buyer shall not create or hold an additional Account to evade a measure under any Company document, to obtain a promotion more than once, to manipulate a review, or to circumvent a purchase limit. A business purchaser registers as a Buyer under this document; no separate business buyer registration applies unless a program document states one.
3.5 The Account record holds the Buyer's name, email address, telephone number, delivery addresses, payment method references held by the payment processor, communication consents, and the record of whether the Account is active, restricted, suspended, or closed. The Company does not store a Buyer's full payment card number; a saved payment method is a reference held by the payment processor.
Article 4: Accuracy of Account Information
4.1 The Buyer shall provide complete and accurate registration information and shall keep the information current. The Buyer bears the cost and delay that result from inaccurate information, including a parcel the carrier records as undeliverable because the address in the Account was inaccurate, a notification not received because the email address in the Account was unreachable, and a subscription that lapses because the payment method in the Account was not updated.
4.2 A material misrepresentation in Account information, including a false name, a false address, or registration with the credentials of another person without authorization, is a violation of this document and a ground for a measure under the Buyer Account Policy.
4.3 The Buyer shall correct a name or address for a pending Order before shipment. After shipment, an address correction is made through the carrier where the carrier offers interception or rerouting, and the cost of redelivery caused by an address the Buyer provided inaccurately is borne by the Buyer. A change to Account information applies to future Orders and does not alter an Order already shipped.
4.4 The Buyer shall update Account information in the customer portal, in the address book for delivery addresses and in the payment methods section for payment instruments, and shall retain the confirmation of each change.
Article 5: Credentials and Responsibility for Activity
5.1 The Buyer shall maintain the confidentiality of the Credentials and shall not disclose the Credentials to another person, except as provided in clause 5.4 for household use.
5.2 The Account Holder is responsible for all activity under the Account, including an Order placed, a review submitted, and a consent changed under the Credentials, until the Account Holder notifies the Company of unauthorized access under clause 5.3. Activity under the Credentials is attributed to the Account Holder.
5.3 A Buyer who suspects unauthorized access to the Account shall change the Credentials promptly and shall notify the Company at support@aapawz.com without delay. Activity under the Credentials before that notification is attributed to the Account Holder under clause 5.2, except where the access resulted from a failure of the Company's own security, in which case the Company shall reverse the resulting Orders and charges.
5.4 The Buyer may permit a member of the Buyer's household to place an Order through the Account. The Account Holder remains responsible for that Order, including payment and any return. The Buyer shall not share the Account or the Credentials outside the household, and shall not sell, rent, or transfer the Account or the Credentials to any person.
5.5 An Account is not transferable. Order history, subscription benefits, loyalty balances, gift card balances held in the Account, and review history do not transfer with an Account. A purported transfer confers no rights on the recipient under any Company document.
5.6 Where the Company offers multi-factor authentication, use of that authentication is at the Buyer's election, except where the Company requires it for a stated feature or transaction, in which case the requirement is stated at the point of use.
Article 6: Use of the Account
6.1 Through the Account, the Buyer may view Order history and tracking, reorder a prior purchase, maintain a wish list, manage subscriptions, maintain saved addresses and payment methods, manage communication consents, and access the service records attached to the Account, including pet records, appointments, documents, invoices, and messages.
6.2 The Buyer shall retain the Order confirmation for each Order. The confirmation is the Buyer's record of the agreed price, contents, seller, and Delivery Promise for that Order, and the Buyer shall produce it when the Company requests it in a return, an escalation, or an investigation under this document.
6.3 Returns attach to the Account and are governed by the Buyer Returns and Refunds Policy. Escalations and disputes attach to the Account and are governed by the Buyer Dispute and Escalation Policy. Reviews attach to the Account and are governed by the Buyer Reviews Policy.
6.4 The Buyer shall not use the Account for a purpose prohibited by the Buyer Terms of Use, including automation against the Platform except through an interface the Company expressly offers for that use.
Article 7: Communication Consents
7.1 Transactional communications, including an Order confirmation, a shipping notification, and a return or dispute update, are necessary to the operation of the Account and do not require a separate consent. The Buyer shall not treat the withdrawal of marketing consent as a withdrawal of transactional communications.
7.2 Marketing email and marketing text messages each require the Buyer's express consent. Consent to email marketing is not consent to text message marketing. The consents are recorded in the Account and are managed in the customer portal under communication preferences, as provided in the Electronic Communications Consent and the Text Message Program Terms.
7.3 Withdrawal of marketing consent takes effect within ten (10) business days. Withdrawal is prospective and does not recall a message already sent.
7.4 The collection, use, and retention of personal information in the Account are governed by the Privacy Policy.
Article 8: Inactivity
8.1 An Account with no Order, sign-in, or other activity for twenty-four (24) consecutive months may be treated as inactive. The Company may require re-verification of the email address in the Account before the next Order from an inactive Account.
8.2 Inactivity alone does not close the Account and does not delete Order history. Retention of Account records is governed by the Privacy Policy and applicable law.
Article 9: Liability
9.1 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.
9.2 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).
9.3 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.
9.4 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 10: Indemnification
10.1 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 Buyer's misuse of the Account, including use by a person to whom the Buyer disclosed the Credentials in violation of this document; and (d) the Buyer's violation of any law or of the rights of any person.
10.2 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.
10.3 This article survives the termination of this document.
Article 11: Enforcement and Appeals
11.1 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.
11.2 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.
11.3 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.
11.4 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 the Buyer's User 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. The grounds, notice, and effects that apply when a measure suspends, terminates, or closes the Account are stated in the Buyer Account Policy.
11.5 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. 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.
11.6 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 12: Term and Termination
12.1 This document takes effect when the Buyer registers an Account and continues until terminated under this article.
12.2 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.
12.3 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. Voluntary closure of the Account, and the effect of closure on Orders, subscriptions, balances, and reviews, are governed by the Buyer Account Policy.
12.4 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.
12.5 The Definitions, Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions articles survive termination.
Article 13: Dispute Resolution
13.1 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 14: General Provisions
14.1 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.
14.2 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 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.
14.3 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.
14.4 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.
14.5 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.
14.6 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.
14.7 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.
14.8 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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