Effective Date: October 15, 2026 Version: 1.0 Applies to: All persons who access or use the Platform, in every capacity.
Article 1: Introduction and Scope
1.1 This document is the conduct code for the Platform. It states the conduct prohibited on the Platform and the affirmative duties of every User, on every surface of the Platform, including the storefront, the seller portals, the service interfaces, the mobile applications, and the application programming interfaces. This document is incorporated into the Terms of Use, and a violation of this document is a violation of the Terms of Use.
1.2 If a provision of this document conflicts with the Terms of Use, this document controls for the conduct it governs. If a provision of this document conflicts with the terms of a program in which the User 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, except as the preceding sentences provide.
Article 2: Definitions
2.1 In this document Account: the account a person or business establishes with the Company to use the Platform.
Buyer: a person who purchases Products or Services through the Platform.
Company: All About Pawz, LLC, a Tennessee limited liability company.
Order: a Buyer's purchase of Products or Services through the Platform, accepted in accordance with the Order Formation and Acceptance Policy.
Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
Products: goods offered for sale through the Platform.
Seller: a person or business the Company has accepted to offer Products or Services through the Platform.
Services: services offered through the Platform, including grooming, veterinary, pharmacy, and fulfillment services, as applicable.
Site: aapawz.com and its subdomains.
User: any person who accesses or uses the Platform, whether or not the person holds an Account.
User Content: content a User submits to the Platform, including listings, reviews, photographs, and messages.
Article 3: General Duties
3.1 Non-delegable duty. The duty to comply with this document is non-delegable. A User is responsible for conduct carried out by the User's agents, contractors, employees, automated systems, and any person or system acting under the User's Account or credentials, as if the User had carried out the conduct personally.
3.2 Attempts. An attempt to commit a prohibited act is a violation of this document, whether or not the attempt succeeds and whether or not a Company control blocks it.
3.3 Records. A User shall keep, and shall produce on the Company's request in an investigation under Article 10, the records that the Terms of Use and the policy governing the User's activity require for that activity, including listing, sourcing, authorization, and transaction records.
Article 4: Prohibited Conduct
4.1 The User shall not engage in any of the following conduct. Each prohibition is independently enforceable and may be relied on in combination with others (a) Illegality. Violating any applicable federal, state, or local law, or facilitating a violation by another person, including dispensing a prescription Product without valid veterinarian-client-patient relationship documentation, selling a recalled Product, or facilitating evasion of sanctions.
(b) Intellectual property infringement. Reproducing, distributing, displaying, or selling material that infringes a copyright, trademark, patent, trade dress, or trade secret, including listing counterfeit goods, using a brand name without authorization, or reproducing copyrighted media without a license. The Intellectual Property Policy, the DMCA and Copyright Policy, and the Trademark and Brand Protection Policy govern intellectual property in detail.
(c) Counterfeit and inauthentic goods. Listing, selling, or facilitating the sale of a counterfeit good: a good bearing a trademark, packaging, or labeling substantially indistinguishable from a genuine good, where the good was not produced by the trademark owner or its authorized licensee.
(d) Fraud, misrepresentation, and deception. Engaging in a deceptive practice, including a false listing, a bait-and-switch offer, a false scarcity claim, a misleading Product specification, a misrepresentation of professional credentials, or the concealment of a fee.
(e) Manipulation of the Platform and its measures. Manipulating a price, a review, a search ranking, or another Platform measure, including selective solicitation of reviews, an incentivized review without disclosure, click fraud, coordinated purchasing to influence search results, or artificial inflation of a rating. Review conduct is governed in detail by the User Content and Reviews Policy.
(f) Harassment and abuse. Harassing, threatening, defaming, or abusing a person through messaging, reviews, questions and answers, or support interactions, including discriminatory language, publication of another person's private information, persistent unwanted contact, and retaliatory feedback.
(g) Security attacks and intrusion. Transmitting malware; attempting unauthorized access to the Platform, an Account, or data; credential stuffing; session hijacking; a denial-of-service attack; or probing for a vulnerability outside the Company's coordinated disclosure channel. A security researcher shall report a suspected vulnerability to legal@aapawz.com; uncoordinated probing is an attack under this paragraph.
(h) Data misuse and unauthorized collection. Scraping, harvesting, or removing Platform data except as authorized application programming interface access expressly permits within its assigned scope, and building a competing service from Platform catalog information, pricing data, reviews, or Seller identities, by any means.
(i) Circumvention. Circumventing a hold, a reserve, a verification requirement, a geographic restriction, a rate limit, or an enforcement measure. Creating a new Account to evade a suspension is a separate violation of this paragraph.
(j) Undisclosed multiple accounts. Operating more than one Account without the Company's prior written approval. A legitimate need for separate Accounts, such as separate business entities with distinct tax identities, requires advance approval.
(k) Payment abuse and financial fraud. Chargeback fraud, refund abuse, gift card fraud, and money laundering, including structuring a transaction to evade a reporting threshold. Chargebacks are governed by the Chargeback Policy.
(l) Animal endangerment. Conduct that endangers the health or safety of an animal, including selling a recalled Product, shipping a live animal in violation of the Live Animal Policy, or dispensing a prescription Product without a valid prescription. Prescription Products are governed by the Prescription Products Policy.
Article 5: Affirmative Obligations
5.1 Accurate identity. A User shall be the person the User claims to be and shall complete the verification the Platform requires for the User's activity.
5.2 Honest listings. A Seller shall state accurately the Product, its price, its shipping timeline, and its condition in every listing, as the Selling Terms of Service further require.
5.3 Lawful messaging. A communication between a Buyer and a Seller through the Platform shall concern the transaction. A User shall not use Platform messaging for marketing spam, for solicitation of an off-Platform payment, or for harassment.
5.4 Proper use of procedures. A User shall use the return, dispute, and appeal procedures for their stated purposes and shall not use a procedure to obtain a benefit the procedure does not provide.
Article 6: Detection and Review
6.1 The Company may monitor Platform activity and may use automated tools together with human review to detect a violation of this document.
6.2 A measure taken on the basis of an automated detection that affects an Account is subject to the notice, cure, and appeal rights in Article 10. Where the Company states the grounds for a measure, the Company may summarize evidence that would disclose a detection method whose disclosure would defeat the method.
6.3 A User who attempts to evade detection, including by concealing prohibited content, using a proxy account, or altering behavior signals, commits a further violation of Article 4(i).
Article 7: Reporting
7.1 A person may report a suspected violation of this document to support@aapawz.com. A report that raises a legal claim, including an intellectual property claim, is directed as the governing policy provides: a copyright claim under the DMCA and Copyright Policy, to the designated agent at legal@aapawz.com.
7.2 The Company shall acknowledge receipt of a violation report within five (5) business days and shall confirm that the report was received and is under review. A reporter is not entitled to the outcome of another party's enforcement matter.
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 document, even if the party has been advised of the possibility of those damages.
8.2 Cap. 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 User 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).
8.3 Carve-outs. This article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts a party owes for Orders, fees, chargebacks, or refunds under this document; 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 User 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 User's breach of this document; (b) the User's Products, Services, listings, or User Content; (c) the User's violation of any law or of the rights of any person; and (d) taxes for which the User is responsible under the documents governing the User's activity.
9.2 Procedure. The Company shall give prompt written notice of a claim under this article. The User shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The User 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 document.
Article 10: Enforcement and Appeals
10.1 Investigation. The Company may investigate any suspected violation of this document. The User shall cooperate with an investigation and shall produce the records this document requires the User to keep.
10.2 Notice. If the Company determines that the User 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.
10.3 Opportunity to cure. Where a violation is capable of cure, the User 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 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) 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. For fraud, counterfeiting, a safety risk, animal endangerment, chargeback fraud, and intrusion into the Platform's systems, the Company may suspend or terminate the Account immediately, without a warning or a cure period.
10.5 Appeal. The User 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.
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.
10.7 Repeat violations. A repeated violation of the same kind within twelve (12) months is a ground for a more serious measure than the measure the first violation received, up to suspension or termination of the Account.
Article 11: Term and Termination
11.1 Term. This document takes effect when the User first accesses or uses the Platform and continues until terminated under this article.
11.2 Termination by the Company. 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 User materially breaches this document, engages in fraud, or becomes ineligible to participate.
11.3 Termination by the User. The User may terminate this document on thirty (30) days' written notice to support@aapawz.com, or by closing the Account, provided the User has no Order, booking, or investigation outstanding.
11.4 Effect of termination. 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 pay 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.
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 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 Amendments. The Company may amend this document by posting the amended document in the Document Center and giving notice to the User at the email address in the Account. An amendment that materially increases the User'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 User does not accept an amendment, the User's remedy is to terminate under Article 11 before the amendment takes effect.
13.2 Notices. Legal notices under this document shall be sent to legal@aapawz.com. Operational notices, violation reports, 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 User 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 User shall keep the email address in the Account current. DMCA notices are given as provided in the DMCA and Copyright Policy, to the designated agent at legal@aapawz.com.
13.3 Governing law. 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 Severability. 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 Entire agreement. This document, together with the documents it incorporates by reference, is the entire agreement between the Company and the User 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. The User 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 User.
13.7 Waiver. 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 Interpretation. 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 it. The English-language text controls over any translation.
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