Effective Date: October 15, 2026 Version: 1.0 Applies to: All Sellers who offer Products through the Platform.
Article 1: Introduction and Scope
1.1 This document states when a Seller may and shall cancel an Order, the notice and refund duties that attach to a Seller cancellation, the treatment of a Buyer-requested cancellation, and the cancellation reasons that are prohibited. It binds every Seller who offers Products through the Platform and supplements the Fulfillment Policy, which states the fulfillment timeline within which a cancellation decision is made.
1.2 Formation and acceptance of an Order, including cancellation by a Buyer before acceptance, are governed by the Order Formation and Acceptance Policy. Returns after shipment are governed by the Return and Refund Policy: Sellers (Return and Refund Policy — Sellers) and are not cancellations under this document.
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 Seller 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 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 Carrier Handoff: tender of a parcel to the Carrier, evidenced by the Carrier's first scan of the parcel, as defined in the Fulfillment Policy.
2.4 Company: All About Pawz, LLC, a Tennessee limited liability company.
2.5 Order: a Buyer's purchase of Products or Services through the Platform, accepted in accordance with the Order Formation and Acceptance Policy.
2.6 Platform: the websites, applications, and services the Company operates under the name All About Pawz, including aapawz.com.
2.7 Pre-Fulfillment Cancel Rate: the proportion of Orders placed that the Seller cancels before fulfillment, measured on the trailing rolling period stated in the Performance and Account Health Policy.
2.8 Products: goods offered for sale through the Platform.
2.9 Seller: a person or business the Company has accepted to offer Products or Services through the Platform.
2.10 Services: services offered through the Platform, including grooming, veterinary, pharmacy, and fulfillment services, as applicable.
Article 3: The Cancellation Principle and the Rate
3.1 An accepted Order is a contract between the Buyer and the Seller. A Seller shall not cancel an Order to improve a performance measure, to escape an unprofitable sale, or to conceal an inventory failure. Each Seller-initiated cancellation is measured by its reason, its initiator, and its pattern.
3.2 A Seller shall maintain a Pre-Fulfillment Cancel Rate at or below two and one-half percent (2.5%), measured as stated in the Performance and Account Health Policy and the Service Level Requirements.
Article 4: When the Seller Shall Cancel
4.1 Where the Seller genuinely cannot fulfill an Order: including a stockout discovered at picking, a Product damaged before shipment, or a listing that stated a Product that does not exist: the Seller shall cancel the Order promptly, on the same business day the inability is discovered, and shall not defer the cancellation until the Handling Time expires.
4.2 On a cancellation under this Article, the Seller shall: (a) notify the Buyer with the reason stated in plain language; (b) refund the Buyer in full, immediately, without requiring the Buyer to request the cancellation, without offering store credit in place of a refund, and without a restocking charge; and (c) record the cancellation with a truthful reason. A cancellation recorded with a reason the Seller knows to be false: including a record that the Buyer requested a cancellation the Buyer did not request: is a falsified record and is fraud under the Fraud and Abuse Zero Tolerance Policy (Fraud and Abuse — Zero Tolerance).
4.3 A cancellation decision shall be made within the fulfillment timeline: the Seller shall acknowledge the Order within the period stated in the Fulfillment Policy and, where fulfillment is impossible, shall cancel within that acknowledgment period rather than at the end of the Handling Time.
4.4 The Seller shall review the cancelled Orders record in Seller Center weekly. Each cancelled Order in that record shall be explicable by the Seller by reference to its reason and its refund status.
Article 5: Buyer-Requested Cancellation
5.1 A Buyer may cancel an Order before shipment for any reason or for no reason, as governed by the Order Formation and Acceptance Policy. The Seller shall honor a pre-shipment Buyer cancellation request promptly and shall refund the Buyer in full.
5.2 A Seller shall not ask, incentivize, or pressure a Buyer to cancel an Order, for any reason, including to protect the Seller's measures or to avoid a return. Where the Seller solicited the cancellation, the cancellation is attributed to the Seller for measurement purposes, regardless of which party effected the cancellation in the Platform.
5.3 A duplicate Order that a Buyer asks to cancel in part is an ordinary Buyer-requested cancellation under this Article. Where the Seller identifies a possible duplicate first, the Seller shall ask the Buyer before cancelling, because a duplicate may be intentional.
Article 6: No Cancellation After Shipment; Partial Cancellation
6.1 After Carrier Handoff, an Order shall not be cancelled. A shipped Order is governed by the Return and Refund Policy: Sellers (Return and Refund Policy — Sellers). A record that purports to cancel a shipped Order while the parcel is in transit is a false record.
6.2 Where a Buyer refuses delivery, the parcel is returned and the Order is refunded under the Return and Refund Policy: Sellers (Return and Refund Policy — Sellers). A refusal of delivery is not recorded as a Seller cancellation.
6.3 Partial cancellation: where one line of a multi-line Order cannot be fulfilled, the Seller shall cancel that line, refund that line, ship the remaining lines, and notify the Buyer, in the same operating session. A short shipment discovered by the Buyer, without prior notice, is a not-as-described complaint and not a partial cancellation under this clause.
Article 7: Prohibited Cancellation Reasons and Practices
7.1 A Seller shall not cancel an Order for any of the following reasons: (a) to avoid a late-shipment measure where the Order would miss the Handling Time: the Seller shall ship the Order late, accept the late-shipment measure, and communicate with the Buyer; (b) because the sale is unprofitable, including because shipping cost exceeded the Seller's estimate: the Seller's pricing error is not the Buyer's responsibility, as stated in the Shipping Policy; (c) to sell the same Product to the same Buyer outside the Platform; or (d) to conceal a stockout that arose from listing against inventory the Seller did not hold, beyond the honest cancellation required by Article 4 with its measure consequences.
7.2 A Seller shall not cancel an Order on a suspicion of fraud except through the fraud-review procedure in the Payment Fraud Prevention Policy stated in the Selling Terms of Service. A unilateral fraud cancellation counts against the Seller's Pre-Fulfillment Cancel Rate unless that procedure records the cancellation as a fraud-prevention cancellation.
7.3 A Seller shall not cancel an Order fulfilled by the Company under Fulfillment by Pawz Shop: Program Terms (Fulfillment by Pawz Shop — Program Terms). The Company fulfills such an Order, and a Seller cancellation of such an Order is interference with the Company's fulfillment; the cancellation is void where the Platform permits and the interference is a violation of this document.
Article 8: Defect Treatment
8.1 Cancellations are attributed as follows for the Seller's measures under the Performance and Account Health Policy: (a) a cancellation under Article 4 counts against the Pre-Fulfillment Cancel Rate; (b) a Buyer-requested cancellation under Article 5 that the Seller did not solicit does not count against that rate; (c) a cancellation the Seller solicited counts against that rate under clause 5.2; (d) a fraud-prevention cancellation recorded under clause 7.2 does not count against that rate; and (e) a cancellation in violation of Article 7 counts against that rate and is additionally a violation of this document.
8.2 The defect treatment in this Article is a measurement rule. It does not make an honest cancellation under Article 4 a lesser breach; an honest, prompt cancellation with a full refund and a corrected operation is compliance with this document, and the measure records the operational fact without a separate penalty beyond the rate itself.
Article 9: Fees
9.1 A fee is payable under this document only if the fee is stated in the Seller Fee Schedule. No other charge of any kind is payable, and the Company shall not impose a fee that the schedule does not state. A Seller shall not charge a Buyer a cancellation or restocking fee on a cancellation under this document.
Article 10: Liability
10.1 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.
10.2 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).
10.3 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.
10.4 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 11: Indemnification
11.1 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; (c) the Seller's violation of any law or of the rights of any person; (d) product liability, intellectual property infringement, and product recall costs arising from the Seller's Products or cancellations; and (e) taxes for which the Seller is responsible under this document.
11.2 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.
11.3 Survival. This Article survives the termination of this document.
Article 12: Enforcement and Appeals
12.1 Investigation. The Company may investigate any suspected violation of this document. The Seller shall cooperate with an investigation and shall produce the records this document requires the Seller to keep.
12.2 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.
12.3 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.
12.4 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, including restriction of a Product with a high cancellation rate; (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. Cancellation to avoid a performance measure, solicitation of a Buyer cancellation, and falsification of a cancellation reason are severe violations for the purposes of this Article.
12.5 Disbursement hold. 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.
12.6 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.
12.7 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 13: Term and Termination
13.1 Term. This document takes effect when the Seller is accepted to offer Products through the Platform and continues until terminated under this Article.
13.2 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.
13.3 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.
13.4 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 this document, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
13.5 Survival. The Definitions, Fees (for accrued amounts), Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions Articles survive termination.
Article 14: Dispute Resolution
14.1 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 15: General Provisions
15.1 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 13 before the amendment takes effect.
15.2 Notices. (a) 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. (b) 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. (c) DMCA notices are given as provided in the DMCA and Copyright Policy, to the designated agent at legal@aapawz.com.
15.3 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.
15.4 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.
15.5 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.
15.6 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.
15.7 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.
15.8 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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