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 states how disputes handled at the platform level are evidenced and decided: disputes between a Buyer and a Seller concerning a return, a refund, an Order outcome, or communication; disputes between a Seller and the Company concerning a refund issued on the Seller's behalf, a disbursement hold, a fee, a tax amount, a statement, or a performance measurement; and the internal allocation of a chargeback between the Seller and the Company.
1.2 Platform dispute handling under this document is distinct from legal dispute resolution. A decision under this document decides the platform matter: refund, release, correction, or allocation: and does not decide a legal claim between the parties. Legal disputes arising out of or relating to the relationship governed by the Selling Terms of Service are governed by the Dispute Resolution Policy, which is incorporated in Article 16.
1.3 This document does not govern: an appeal of an enforcement measure, which is governed by the Appeals Policy; a chargeback at the card network, which is governed by the network's rules and the applicable chargeback policy for the network process, while this document governs internal allocation; or an intellectual property takedown dispute, which is governed by the applicable intellectual property policy. If a provision of this document conflicts with the Terms of Use, this document controls for the subject it governs. If a provision conflicts with a more specific dispute process, the more specific process controls for that process.
Article 2: Definitions
2.1 The definitions in the Terms of Use and the Selling Terms of Service are incorporated into this document. The following additional definitions apply (a) Claimant: the party that files a dispute under this document.
(b) Respondent: the party against which a dispute is filed.
(c) Neutral Reviewer: the person assigned to decide a dispute who did not participate in the original decision.
(d) Senior Reviewer: the person assigned to decide an appeal of a dispute decision who did not participate in that decision.
(e) Triggering Event: the event from which a filing period runs, identified for each dispute type in Article 4.
(f) Non-Standard Refund: a refund the Company issues on the Seller's behalf under the Return and Refund Policy: Sellers (Return and Refund Policy — Sellers) or the Buyer Protection Program.
Article 3: Dispute Types
3.1 Recognized dispute types are: return denial or condition; refund amount or timing; item not received; not as described; damaged or defective; wrong item; late delivery; cancellation; Non-Standard Refund (Seller against the Company); disbursement hold; chargeback internal allocation; communication; fee; tax; statement; performance measurement; and fulfillment-program inventory.
3.2 The following are not disputes under this document: a return denial that no party challenges; a card-network chargeback as a network matter; an enforcement measure, which is challenged by appeal under the Appeals Policy; and an intellectual property takedown.
3.3 The Claimant shall file the type that matches the matter in dispute. The type determines the standard of review and the allocation of the burden in Article 6. A filing under an incorrect type may be reclassified by the Neutral Reviewer with notice to both parties.
Article 4: Filing Periods
4.1 A dispute shall be filed within 30 calendar days of the Triggering Event, except a fee, tax, or statement dispute, which shall be filed within 60 calendar days of the Triggering Event. The Triggering Event is: for a return dispute, the date of the Seller's denial or communicated resolution; for a refund dispute, the date the refund was initiated or should have been initiated; for a disbursement hold dispute, the date the hold was placed; and for a chargeback allocation dispute, the date the chargeback outcome was communicated to the Seller.
4.2 A late filing may be denied as untimely, except where delay was caused by Company error, force majeure, or applicable law, or where the Company accepts a meritorious late filing. Where the Claimant awaits evidence from the other party or a carrier, the period is extended by up to 30 additional calendar days on request made in the filing.
4.3 A communication to support@aapawz.com that does not file a dispute under this Article does not file a dispute and does not extend a filing period.
Article 5: Filing, Response, and Settlement
5.1 The Seller shall file a dispute in Seller Center, selecting the type, describing the claim, and uploading evidence. The Company shall confirm the filing and shall notify the Respondent with the type, the standard of review, the response deadline, and the Neutral Reviewer's role.
5.2 The Respondent shall respond within 3 business days. The response may deny the claim, admit the claim, offer settlement, or submit evidence. Failure to respond does not decide the dispute automatically; the Neutral Reviewer decides on the available evidence.
5.3 The Claimant may reply within 2 business days after the response. The parties may settle, or the Claimant may withdraw, at any time before decision. A settlement shall be recorded with its terms in the dispute record.
5.4 A frivolous, abusive, or duplicative filing may be dismissed on filing. A pattern of frivolous filings is a ground for enforcement under the Seller Enforcement Policy.
Article 6: Standard of Review and Evidence
6.1 Default standard: preponderance of the evidence. The Claimant prevails if the Claimant's position is more likely than not correct on the evidence.
6.2 Clear and convincing standard: the higher standard applies to a communication dispute alleging harassment, abuse, or threats; to a chargeback allocation dispute challenging a chargeback decision on fraud grounds; and to a performance measurement dispute alleging Seller fraud as the basis for the measurement challenge.
6.3 Adverse inference. Where evidence is in the Seller's exclusive control: including shipping, packaging, and inspection records: and the Seller fails to produce that evidence without good cause, the Neutral Reviewer may draw an adverse inference against the Seller.
6.4 Balanced evidence. In an item-not-received dispute where tracking shows delivery, the Buyer attests non-receipt, and the address matches; in a damaged or defective dispute supported by contemporaneous photographs; and in a not-as-described dispute supported by contemporaneous photographs consistent with the listing, the Buyer receives the benefit of the doubt where evidence is genuinely balanced.
6.5 Compliance presumption. A Seller in compliance with the applicable requirements in the Service Level Requirements for the Rolling Period is presumed compliant unless the Claimant rebuts the presumption with evidence of a specific, identifiable failure.
6.6 System records: Order records, tracking events, message records, and payment records: carry weight over a party's recollection or summary statement. The Seller shall maintain operations so that system records accurately reflect shipment, communication, and refund activity.
Article 7: Decision
7.1 Each dispute is assigned to a Neutral Reviewer who did not participate in the original decision. The Neutral Reviewer may request evidence, obtain statements from the parties, consult operations, payments, or logistics personnel, and consult an external expert on an advisory basis, including a licensed veterinarian for a clinical matter.
7.2 The Neutral Reviewer shall decide within 7 calendar days after evidence is complete, extendable by 14 days with notice to the parties. Evidence is complete when the Neutral Reviewer determines that no further requested evidence is outstanding.
7.3 The decision shall state the dispute type, the standard applied, the outcome, the reasoning, the remedy, and the appeal path in Article 9. The decision is recorded in the dispute record.
Article 8: Remedies
8.1 Available remedies are: refund in accordance with the Return and Refund Policy: Sellers (Return and Refund Policy — Sellers); replacement; fee reversal; disbursement release; statement correction; performance measurement correction, which propagates to performance records and to any enforcement measure that rested on the corrected measurement; policy clarification; and allocation of return costs in accordance with Clause 8.3.
8.2 The following are not available as remedies under this document: punitive damages; attorneys' fees; injunctive relief beyond the marketplace relationship; reversal of a card network's chargeback decision as between the Buyer and the network; and waiver of a non-waivable right under applicable law. This document decides internal allocation of a chargeback; the network's decision stands as between the parties to the network transaction.
8.3 Where the Neutral Reviewer allocates return costs contrary to the default rules in the Return and Refund Policy: Sellers (Return and Refund Policy — Sellers), the decision shall record the deviation with reasons and the allocation binds the Seller.
Article 9: Compliance and Appeal of a Dispute Decision
9.1 The affected party shall comply with a dispute decision within 2 business days after notification; a refund shall be issued within the period stated in the Service Level Requirements. Failure to comply is a performance and enforcement matter under the Seller Enforcement Policy.
9.2 Either party may appeal a dispute decision within 14 calendar days on the grounds of: material error of fact; material error of law or policy; new evidence not reasonably available at decision; procedural irregularity; or a remedy exceeding authority. The appeal is decided by a Senior Reviewer who did not participate in the decision. The Senior Reviewer's decision is final within the marketplace. Legal dispute resolution after the internal process is governed by Article 16.
Article 10: Special Procedures
10.1 Chargeback allocation. The network process follows the applicable chargeback policy; this document governs internal allocation only. The Seller shall provide chargeback evidence within 7 calendar days after notice, and the Company shall submit evidence to the processor within 2 business days after receipt of the Seller's evidence.
10.2 Non-Standard Refund. The Seller shall demonstrate that the refund was issued in error or outside the applicable program. The Company bears the burden of showing that the refund was authorized by the applicable program.
10.3 Disbursement hold. Review is against the payment-hold standards incorporated by the Payment Services Terms. The question is whether the hold was authorized and whether the condition for release has been met. The Seller shall attach the hold notice and evidence that the condition is satisfied.
10.4 Performance measurement. The Seller shall identify the specific measurement challenged and shall provide evidence of inaccuracy, identifying the specific Orders or events miscounted. A correction propagates in accordance with Clause 8.1.
10.5 Communication. A harassment, abuse, or threat dispute may be reviewed in private with evidence redacted and with immediate protective action under the applicable fraud and abuse policy.
10.6 Fulfillment-program inventory. An inventory dispute is coordinated with fulfillment operations under the applicable fulfillment program terms; the Neutral Reviewer shall consider the Seller's records, the facility's records, and the system of record.
Article 11: Confidentiality and Records
11.1 Dispute evidence, deliberations, and internal notes are confidential to the extent permitted by law; decisions are disclosed to the parties. Personal information is handled under the Privacy Policy, and irrelevant personal information may be redacted on request.
11.2 A party may access records of that party's own disputes only. The Seller shall keep dispute evidence and records in accordance with the Selling Terms of Service.
Article 12: Liability
12.1 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.
12.2 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 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).
12.3 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 the Seller owes for Orders, fees, chargebacks, or refunds under this document; or (d) liability that cannot be limited under applicable law.
12.4 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 13: Indemnification
13.1 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 document; (b) the Seller's Products, Services, listings, or User Content, including product liability claims; (c) infringement or alleged infringement of intellectual property or other rights by the Seller's Products, listings, or User Content; (d) a product recall of the Seller's Products, including recall costs; (e) the Seller's violation of any law or of the rights of any person; and (f) taxes for which the Seller is responsible under this document.
13.2 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.
13.3 Survival. This Article survives the termination of this document.
Article 14: Enforcement and Appeals
14.1 Investigation. The Company may investigate any suspected violation of this document, including a failure to respond to a dispute, a failure to produce evidence in the Seller's control, or a failure to comply with a dispute decision under Article 9. The Seller shall cooperate with an investigation and shall produce the records this document requires the Seller to keep.
14.2 Notice. 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.
14.3 Opportunity to cure. 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.
14.4 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 the Selling Terms of Service and the Account; and (f) exercise any other right or remedy available under this document or at law. 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. A measure under this Article is distinct from an appeal of a dispute decision under Article 9, which governs review of the decision itself and not enforcement for a violation of this document.
14.5 Appeal. 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.
14.6 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 15: Term and Termination
15.1 Term. This document takes effect when the Seller is accepted to sell through the Platform and continues until terminated under this Article.
15.2 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 Seller materially breaches this document, engages in fraud, or becomes ineligible to participate.
15.3 Termination by the Seller. 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.
15.4 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 disburse amounts owed, less amounts the Company may set off under the Selling Terms of Service, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
15.5 Survival. The Definitions, Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions Articles survive termination.
Article 16: Dispute Resolution
16.1 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 17: General Provisions
17.1 Amendments. 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 Article 15 before the amendment takes effect.
17.2 Notices. 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. DMCA notices are given as provided in the DMCA and Copyright Policy, to the designated agent at legal@aapawz.com.
17.3 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.
17.4 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.
17.5 Entire agreement. 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.
17.6 Assignment. 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.
17.7 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.
17.8 Interpretation. Headings are for convenience only. "Including" means "including without limitation." This document shall not be construed against a party as its drafter. The English-language text controls over any translation.
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