Effective Date: October 15, 2026 Version: 1.0 Applies to: All Sellers who offer Products through the Platform and all Buyers who purchase Products through the Platform.
Article 1: Introduction and Scope
1.1 This Policy governs the response to a recall of a Product sold through the Platform, whether the recall is initiated by the manufacturer or ordered by a regulator. The Policy states the duties that arise on notice of a recall, the Buyer's remedy, and the allocation of recall costs.
1.2 Products sold by the Company are "Sold by Pawz Shop." Products sold by a Seller are "Sold by {Seller name}." For a first-party Product, the Company bears the Seller duties in this Policy directly as the seller of record. For a third-party Product, the Seller bears those duties, and the Company performs the Platform duties stated in Article 3.
1.3 Recalled Products are also governed by the Prohibited and Restricted Products Policy. 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 the Seller 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 Order: a Buyer's purchase of Products or Services through the Platform, accepted in accordance with the Order Formation and Acceptance Policy.
2.5 Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
2.6 Products: goods offered for sale through the Platform.
2.7 Recall Notice: a notice of recall issued by a manufacturer or a regulator for an identified Product, including the identification of the affected Product by lot number, date range, stock keeping unit, or universal product code, as stated in the notice.
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.
Article 3: Duties on Notice of a Recall
3.1 A Recall Notice triggers the duties in this Article immediately. The Company does not wait for an injury report and does not defer action to the end of a sales period.
3.2 On a Recall Notice, the Company shall: (a) suppress every listing that matches the recalled Product, determined by the scope stated in the Recall Notice; lot-level precision applies where the records support it, and where the records do not support it the listing remains suppressed until the scope is clarified; (b) cancel each pending unshipped Order for the recalled Product with a full refund, including an Order already picked but not yet handed to the carrier; and (c) identify each shipped Order that matches the recall scope from Order records and notify each affected Buyer under Article 4.
3.3 Suppression under Article 3.2 is not subject to appeal as a listing action. A Seller that believes its stock is outside the recall scope may submit evidence: lot records and sourcing documentation: through support@aapawz.com. The listing remains suppressed while the Company evaluates the evidence.
3.4 Supplier feeds for first-party Products are screened against active recalls at import and on a recurring cycle. A feed item that matches a recalled Product shall not be published, and the screening result is recorded with the recall reference.
Article 4: Buyer Notification and Remedy
4.1 The Company shall notify each Buyer who purchased a recalled Product directly, by email and by Account notice. The notice states: (a) the identification of the Product; (b) the reason for the recall in plain language; (c) the instruction for the Product, including cessation of use and any handling instruction; and (d) the remedy available to the Buyer.
4.2 The remedy follows the recalling manufacturer's instructions where the recall states a remedy, including return for refund, return for replacement, or disposal with documentation. In every case the Platform floor applies: a recalled Product is refunded in full regardless of the standard return window stated in the Returns and Refunds Policy. The return window does not run against a safety recall.
4.3 Where the remedy requires return of the Product, the Company or the Seller, as the seller of record, provides the return label at no cost to the Buyer. Where the remedy is disposal, the Buyer documents the disposal as the recall instructions direct, and the refund issues on that documentation.
4.4 A refund under this Article is processed on an expedited basis, ahead of the standard return timelines. The Buyer's remedy does not wait for reimbursement from a supplier or manufacturer.
4.5 Recall costs: refunds, return shipping, replacement cost, and notification cost: are borne in the first instance as Article 4.4 requires for the protection of the Buyer, and are allocated finally to the party responsible for the recalled Product: the manufacturer where the recall arises from manufacture, the Seller where the recall arises from the Seller's storage, handling, or sourcing, and the supplier for a first-party Product, which the Company pursues without delaying the Buyer's remedy.
Article 5: Seller Obligations
5.1 A Seller shall monitor recalls for every Product the Seller sells, including manufacturer notices and recall publications of the U.S. Food and Drug Administration, the U.S. Consumer Product Safety Commission, and the U.S. Environmental Protection Agency, and industry channels a responsible seller in the category monitors. Lack of awareness of a published recall is not a defense under this Policy.
5.2 A Seller shall report a known recall to the Company within twenty-four (24) hours of learning of the recall, through support@aapawz.com, with the Recall Notice attached. The twenty-four hours run from the Seller's knowledge.
5.3 A Seller shall cooperate with Buyer notification under Article 4, including by providing lot-level sales data where the Company's records require supplementation, and shall perform the physical remedy: receiving returns and processing replacements: as the recall instructions direct.
5.4 A Seller shall not sell a recalled Product after the Seller knew or had reason to know of the recall. A sale in violation of this Article is governed by the Fraud and Abuse Policy.
5.5 A Seller shall keep a complete recall record for each recall affecting the Seller's Products: the Recall Notice, the scope determination, the listings suppressed, the Orders cancelled, the Buyers notified, the remedies executed, and the compliance actions taken. The record is retained for the period the applicable regulatory schedule requires, which may exceed the period for ordinary transaction records, and is produced on the Company's request.
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 Buyer paid for the Order 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 recall costs allocated under Article 4.5; 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. 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 Policy; (b) the Seller's Products, listings, or content, including product liability claims, intellectual property infringement claims, and product recall costs; (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 the Company's documents.
7.2 Procedure. 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.
7.3 Survival. This Article survives the termination of this Policy.
Article 8: Enforcement and Appeals
8.1 Investigation. The Company may investigate any suspected violation of this Policy. The party under investigation shall cooperate with an investigation and shall produce the records this Policy requires the party to keep.
8.2 Notice. If the Company determines that a party has violated this Policy, 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.
8.3 Opportunity to cure. Where a violation is capable of cure, the party has ten (10) business days from notice to cure it and to confirm the cure in writing. No cure period applies to fraud, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured.
8.4 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; (d) suspend the Account, in whole or in part; (e) terminate this Policy and the Account; and (f) exercise any other right or remedy available under the Company's documents or at law.
8.5 Appeal. A party 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. Article 3.3 governs the separate evidentiary review of recall scope and is not an appeal under this Article.
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 party first offers or purchases a Product through 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 or investigation outstanding.
9.4 Effect of termination. On termination: (a) the rights granted under this Policy 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 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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