Policy

Terms of Service

Last updated: 12 Aug 2026

OVERVIEW

Welcome to Pi and Paws. The terms "we", "us" and "our" refer to [INSERT LEGAL NAME] trading as Pi and Paws (ABN [INSERT ABN]). We operate this store and website, including all related information, content, features, tools, products and services (the "Services"). Pi and Paws is powered by Shopify, which enables us to provide the Services to you.

These Terms of Service, together with our [Returns & Refunds Policy] and [Privacy Policy], describe your rights and responsibilities when you use the Services.

Nothing in these Terms excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term or condition, implied or imposed by the Australian Consumer Law (ACL) or any other law that cannot lawfully be excluded or limited. If any part of these Terms is inconsistent with the ACL, the ACL applies and that part has no effect to the extent of the inconsistency. Section 17 (Consumer Guarantees) sets out your key rights.

We are based in New South Wales, Australia, and sell primarily to customers in Australia.

By visiting, interacting with or using our Services, you agree to these Terms of Service and our Privacy Policy. If you do not agree, please do not use the Services.

SECTION 1 — ACCESS AND ACCOUNT

To place an order you must be at least 18 years old and able to enter a legally binding contract. If you allow a minor in your care to use the Services on a device you own or manage, you are responsible for their use.

To use the Services you may be asked to provide information such as your email address, billing, payment and delivery details. You agree that the information you provide is correct, current and complete, and that you have the right to provide it.

You are responsible for keeping your account credentials secure and for activity on your account. You may not transfer, sell, assign or license your account to anyone else.

SECTION 2 — OUR PRODUCTS

We work hard to represent our products accurately. Please note the following, which are inherent characteristics of what we make rather than defects:

Screen colour. Garment and thread colours may appear differently on your screen depending on your device, its settings and your lighting. We publish thread and garment colour names and will send you a proof before production.
Handmade variation. Each item is embroidered individually. Minor variation in stitch placement and finish between items is normal.
Proof vs finished item. A digital proof is a stitch simulation. The finished embroidery will closely match it, but thread has texture and sheen that a screen render cannot fully reproduce.
Photo-to-stitch translation. Embroidery cannot reproduce photographic detail. Fine whiskers, subtle fur gradients, reflections in eyes and very small features are simplified or interpreted. Your proof shows you exactly how your pet has been interpreted before anything is stitched.

None of the above limits your rights under the ACL, including your right to receive goods of acceptable quality that match their description and match the proof you approved.

Product descriptions may change at any time. We may discontinue a product, or limit quantities to any person, region or jurisdiction.

SECTION 3 — CUSTOM (MADE-TO-ORDER) EMBROIDERY

Most of what we sell is made to order from a photo you supply. This section applies to those orders.

3.1 The process

You place an order and upload your pet photo.
We digitise your photo — converting it by hand into an embroidery stitch file.
We email you a digital proof.
You approve the proof, or request changes. Reasonable revisions are included at no charge.
Once you approve, we stitch and finish your item.

Nothing is stitched until you approve the proof. The proof is your opportunity to check the artwork, garment colour, embroidery placement and the size you selected.

3.2 Your approval is binding

When you approve a proof, you confirm that the design, garment, colour, placement and size shown are what you want. We then produce the item to that specification.

Once you have approved a proof, we cannot accept a change-of-mind cancellation, because production has begun on an item that cannot be resold. If the finished item does not match the proof you approved, or is otherwise faulty or misdescribed, you retain your full rights under the ACL — see Section 17 and our Returns & Refunds Policy.

We record the date, time and version of every proof you approve.

3.3 Photo requirements

You are responsible for the photo you upload. For the best result, supply a clear, well-lit, in-focus photo where your pet's face is unobstructed.

If we consider your photo unsuitable for embroidery, we will contact you and ask for another. If no suitable photo can be provided, we will cancel your order and refund you in full, with no digitising fee.

3.4 Digitising fee

A digitising fee of $50 per design applies if you cancel a custom order after digitising has commenced but before you approve your proof. This fee reflects work already performed specifically for you that cannot be recovered or reused. It is disclosed on every custom product page and at checkout before you pay.

The digitising fee is never charged where you are entitled to a remedy under the Australian Consumer Law, or where we cancel your order. Full details are in our Returns & Refunds Policy.

3.5 Turnaround

Production and delivery timeframes shown on our site are estimates. If we become aware that we cannot supply your order within a reasonable time, we will tell you, and you may cancel and receive a full refund of everything you have paid, including any digitising fee.

3.6 Sizing

Our size chart lists actual measured garment dimensions in centimetres. Please measure a garment you already own and compare, rather than relying on your usual size label. Choosing a size that does not fit you is a change of mind. If a garment does not match our published measurements, that is a failure of a consumer guarantee and we will remake or refund it at our cost.

SECTION 4 — YOUR PHOTOS AND CONTENT

4.1 What you give us permission to do

When you upload a photo, image, artwork, text or other material ("Customer Content"), you grant us a non-exclusive, royalty-free licence to store, reproduce, adapt and modify that Customer Content solely for the purpose of digitising it, producing your order, and providing customer support in relation to your order.

4.2 Your promises to us

You represent and warrant that:

you own the Customer Content, or you have the necessary rights and permissions to give us the licence above;
our use of the Customer Content as described will not infringe anyone's copyright, trade mark, moral rights, privacy or other rights; and
the Customer Content is not unlawful, offensive, hateful, defamatory or obscene.

Please note: photos taken by a professional pet photographer are usually owned by the photographer, not by you, even if you paid for the session. If you are not sure you have the right to use a photo, please get the photographer's written permission before uploading it.

We may decline to produce any design at our discretion, including where we believe it may infringe a third party's rights or is otherwise inappropriate. If we decline for this reason, we will refund you in full.

4.3 Marketing use — your choice

We will not use your pet photo, your finished item, or your name in our marketing unless you give us separate, specific permission (for example, by ticking a consent box, or by tagging us on social media).

If you tag us, mention us, or send us photos of your pet with your Pi and Paws item and ask us to share them, you grant us permission to repost that content on our website and social media channels with credit to your handle. You can withdraw that permission at any time by emailing us and we will remove the content from channels we control as soon as we reasonably can.

4.4 Stitch files

The embroidery stitch file we create from your photo is our intellectual property. It contains our stitch engineering, not just your image, and we retain ownership of it. We use it only to produce your orders and any repeat orders you place. Your ownership of your original photo is unaffected.

We keep your stitch file so that reorders are quick and consistent, but we do not guarantee to keep it indefinitely.

SECTION 5 — ORDERS

When you place an order you are making an offer to purchase. We may accept or decline an order for any reasonable reason, including where the product is unavailable, where there has been a pricing or description error, where we cannot verify your details, or where we consider the design inappropriate under Section 4.2.

Your order is not accepted until we confirm acceptance. We must receive and process your payment before your order is accepted. If we decline, change or cancel an order, we will contact you using the email address or phone number you provided, and we will refund in full any amount you have paid for that order.

Please review your order carefully before submitting it. Cancellations, returns and exchanges are governed by our Returns & Refunds Policy and by the ACL.

You confirm that your purchases are for your own personal, domestic or household use and not for commercial resale or export.

SECTION 6 — PRICES, GST AND PAYMENT

All prices are shown in Australian dollars and include GST where GST applies. The price displayed is the total price for the product; delivery charges are shown separately and are displayed in full before you complete payment.

The price charged will be the price in effect when you place your order, as set out in your order confirmation email. Prices, discounts and promotions may change at any time, but a change will never affect an order we have already accepted.

Promotions may be governed by separate terms. Where those conflict with these Terms, the promotion terms apply to that promotion.

You agree to keep your payment and account information current and accurate, and you confirm that you are authorised to use the payment method you provide.

Payments are processed by Shopify Payments and/or other third-party payment providers. We do not store your full card details.

SECTION 7 — DELIVERY AND RISK

Delivery timeframes shown on our site are estimates only. We are not responsible for delays caused by a carrier, by customs processing, or by events genuinely outside our control — but this does not affect your right under the ACL to have goods supplied within a reasonable time.

Risk of loss or damage passes to you when the goods are delivered to the address you provided. If your order is lost or damaged in transit, contact us and we will resolve it with you — you do not need to deal with the carrier yourself.

If you provide an incorrect or incomplete delivery address and the parcel is lost or returned as a result, we may charge the actual cost of re-delivery.

SECTION 8 — OUR INTELLECTUAL PROPERTY

The Services, including our trade marks, brand, text, images, graphics, video, audio, product designs, embroidery stitch files, and the selection and arrangement of all of it, are owned by us or our licensors and are protected under Australian and international intellectual property law.

These Terms permit you to use the Services for your personal, non-commercial use only. You must not reproduce, distribute, modify, create derivative works from, publicly display, republish or transmit any of our material without our prior written consent.

"Pi and Paws", our logo, and our product names and designs are our trade marks. You must not use them without our written permission. Shopify's name, logo and product names are trade marks of Shopify. All other marks appearing on the Services belong to their respective owners.

SECTION 9 — THIRD-PARTY TOOLS AND LINKS

The Services may include tools, functionality or links provided by third parties which we do not control. We provide access to those tools on an "as available" basis. Please review the relevant third party's own terms before using them.

We are not responsible for the content or accuracy of third-party websites you choose to visit from our Services. Complaints about a third party's products or services should be directed to that third party.

Nothing in this section limits our own obligations to you under the ACL in relation to the goods and services we supply.

SECTION 10 — RELATIONSHIP WITH SHOPIFY

[Shopify requires this section and it should not be removed or modified.]

Pi and Paws is powered by Shopify, which enables us to provide the Services to you. However, any sales and purchases you make in our Store are made directly with Pi and Paws. By using the Services, you acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and Pi and Paws, including any injury, damage, or loss resulting from purchased products and services. You hereby expressly release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your purchases and transactions with Pi and Paws.

To avoid doubt, this section does not affect your rights against us under the Australian Consumer Law, and does not operate to the extent it would exclude, restrict or modify a right or remedy that cannot lawfully be excluded, restricted or modified.

SECTION 11 — PRIVACY

All personal information we collect through the Services is handled in accordance with our [Privacy Policy] and the Privacy Act 1988 (Cth). Some personal information is also processed by Shopify under Shopify's own privacy policy.

Because the Services are hosted by Shopify, information you submit is transmitted to and stored by Shopify and its sub-processors, which may be located outside Australia. Our Privacy Policy explains what we collect, why, who we share it with, and how to access or correct it.

We will only send you marketing emails or messages if you have consented, and every marketing message includes an unsubscribe option, in accordance with the Spam Act 2003 (Cth).

SECTION 12 — REVIEWS AND FEEDBACK

If you submit a review, suggestion, idea or other feedback ("Feedback"), you grant us a perpetual, worldwide, royalty-free licence to use, reproduce, publish and display that Feedback in connection with operating and promoting the Services. This does not apply to Customer Content uploaded for an order, which is governed by Section 4.

You confirm that your Feedback is your own, is accurate, does not infringe anyone's rights, is not unlawful, defamatory or obscene, and that you have disclosed any incentive you received for providing it.

We are not obliged to keep Feedback confidential, to pay for it, or to respond to it. We may remove Feedback that we reasonably consider unlawful or in breach of these Terms. We will not remove or edit a genuine negative review simply because it is negative.

SECTION 13 — ERRORS AND INACCURACIES

Occasionally our Services may contain typographical errors, inaccuracies or omissions relating to product descriptions, pricing, promotions, delivery charges, transit times or availability.

We may correct errors and update information at any time. Where an error is obvious and material and we discover it after you have placed an order, we may cancel or amend that order — in which case we will notify you promptly and refund you in full. We will not require you to pay a higher price without your agreement.

SECTION 14 — PROHIBITED USES

You may use the Services for lawful purposes only. You must not use the Services:

(a) for any unlawful or malicious purpose; (b) to breach any law or regulation; (c) to infringe our intellectual property rights or those of others; (d) to harass, abuse, threaten, defame or harm any person; (e) to transmit false or misleading information; (f) to send spam, chain letters or unsolicited promotional material; (g) to impersonate any person or entity; or (h) to interfere with anyone else's use of the Services.

You also must not: upload viruses or malicious code; copy, scrape, resell or exploit any part of the Services; collect other users' personal information; or use robots, spiders, scraping tools, automated data-extraction tools or AI agents to access the Services, or bypass any security or access-control measure we use.

We may suspend or terminate your account where we reasonably believe you have breached this section. Where practicable, we will tell you why.

SECTION 15 — AGENTS

15.1 This section applies if you use, allow, enable or cause the deployment of an Agent to access or interact with the Services. "Agent" means software or a service that takes autonomous or semi-autonomous action on behalf of, or at the instruction of, a person or entity, and that can execute without direct supervision.

15.2 No Agent may access or interact with the Services unless it identifies itself and operates in accordance with clause 15.4. No Agent may access the Services if we have asked it to refrain.

15.3 We may limit, including by technical measures, whether and how any Agent accesses the Services.

15.4 Agents must: (i) identify themselves in all HTTP/HTTPS requests by including "Agent/[agent name]" in the user agent string; (ii) not conceal that interactions are from an Agent, including by mimicking human behaviour or circumventing CAPTCHAs; (iii) answer truthfully when asked whether interactions come from a human or a computer; and (iv) not circumvent measures intended to block, limit or control Agent access.

SECTION 16 — SUSPENSION AND TERMINATION

We may suspend or terminate your access to the Services where we have reasonable grounds to do so, including where you have breached these Terms. Where practicable we will give you notice and an opportunity to fix the problem first.

Terminating your access does not cancel any order we have already accepted. We will still supply that order, or refund you, and your ACL rights in relation to it are unaffected.

You may stop using the Services at any time.

The following sections survive termination: 4 (Your Photos and Content), 8 (Our Intellectual Property), 12 (Reviews and Feedback), 16 (Suspension and Termination), 17 (Consumer Guarantees), 18 (Liability), 19 (Indemnity), 20 (Severability), 21 (Waiver; Entire Agreement), 23 (Governing Law), and any other provision that by its nature should survive.

SECTION 17 — CONSUMER GUARANTEES AND OUR WARRANTY

17.1 Your rights under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

to cancel your service contract with us; and
to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

17.2 Our warranty — what it adds

In addition to the rights above, and without limiting them, we warrant that for 12 months from the date you receive your order we will repair, remake or refund (at your election where the failure is major, and at ours where it is minor) any item that has:

embroidery that does not match the proof you approved;
loose, puckered, unravelling or misaligned stitching under normal wear and care;
a manufacturing defect in the garment; or
measurements that do not match our published size chart.

This warranty does not cover normal wear and tear, damage caused by misuse or accident, or damage caused by not following the care instructions on the garment label.

How to claim: email us at contact@piandpaws.com.au with your order number, a description of the problem and clear photos. We bear all costs of making a claim under this warranty, including return postage. We will tell you the outcome within 3 business days of hearing from you.

Who gives this warranty: [INSERT LEGAL NAME] trading as Pi and Paws ABN [INSERT ABN] [INSERT BUSINESS ADDRESS] contact@piandpaws.com.au [INSERT PHONE]

The benefits of this warranty are in addition to any other rights and remedies you have under a law in relation to the goods and services to which this warranty relates.

SECTION 18 — LIABILITY

Read this section together with Section 17. Nothing in this section limits our liability for a failure to comply with a consumer guarantee under the Australian Consumer Law in relation to goods or services of a kind ordinarily acquired for personal, domestic or household use — which includes everything we sell. That liability cannot lawfully be limited and we do not attempt to limit it.

Subject to that:

18.1 We are responsible for loss or damage you suffer that is a reasonably foreseeable result of our breach of these Terms or our negligence.

18.2 To the extent permitted by law, and except as set out in 18.1, we are not liable for loss of profit, loss of revenue, loss of business opportunity, or loss of data, in each case where that loss is not a reasonably foreseeable consequence of our breach.

18.3 We do not warrant that the Services will be uninterrupted, error-free or free of harmful components, and to the extent permitted by law we are not liable for loss arising from a temporary interruption to the website. This does not affect our obligations in relation to orders you have already placed.

18.4 We are not liable for loss to the extent it is caused by your own breach of these Terms, by information you gave us that was incorrect, or by an event genuinely outside our reasonable control.

SECTION 19 — INDEMNITY

You agree to indemnify us against any loss, damage, liability or claim by a third party (including reasonable legal costs) arising directly from:

(a) your breach of Section 4.2 (your promises about Customer Content) — for example, a claim by a photographer whose photo you uploaded without permission; or (b) your unlawful use of the Services.

This indemnity does not apply to the extent the loss was caused or contributed to by our own negligence, breach or unlawful conduct, and it does not apply to any claim relating to the quality, description or fitness of the goods and services we supply to you.

We will notify you promptly of any claim we intend to indemnify, will not settle it without your consent (not to be unreasonably withheld), and will take reasonable steps to mitigate the loss.

SECTION 20 — SEVERABILITY

If any provision of these Terms is found to be unlawful, void or unenforceable, that provision will be enforceable to the fullest extent permitted by law, and the unenforceable part will be severed. The validity and enforceability of the remaining provisions is unaffected.

SECTION 21 — WAIVER; ENTIRE AGREEMENT

Our failure to enforce any right or provision of these Terms is not a waiver of that right or provision.

These Terms, together with our Returns & Refunds Policy and Privacy Policy, form the entire agreement between you and us in relation to your use of the Services, and supersede any prior agreements or representations — except that nothing in this clause excludes liability for any statement we made that was misleading or deceptive.

SECTION 22 — ASSIGNMENT

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign or transfer these Terms to a person who acquires our business, provided that person agrees to be bound by them and your rights are not reduced. We will give you notice if we do.

SECTION 23 — GOVERNING LAW AND DISPUTES

These Terms are governed by the laws of New South Wales, Australia. You and we submit to the non-exclusive jurisdiction of the courts of New South Wales and the Commonwealth of Australia.

If something goes wrong, please contact us first at contact@piandpaws.com.au. We take complaints seriously and will try to resolve them quickly and fairly.

Nothing in this section prevents you from making a complaint to NSW Fair Trading, the consumer protection agency in your own state or territory, or the Australian Competition and Consumer Commission, or from bringing a claim in a tribunal such as NCAT.

SECTION 24 — HEADINGS

Headings are for convenience only and do not affect the interpretation of these Terms.

SECTION 25 — CHANGES TO THESE TERMS

You can review the current version of these Terms at any time on this page.

We may update these Terms from time to time. We will post the updated version here with a revised "Last updated" date, and we will notify you of any material change in accordance with applicable law.

Changes take effect from the date they are posted and apply only to orders placed after that date. The Terms that applied when you placed your order continue to govern that order.

These Terms should be read together with our Returns & Refunds Policy and Privacy Policy. For information about your consumer rights, visit accc.gov.au.

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