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Terms of service
OVERVIEW
Welcome to Petmiz! Petmiz is operated by Cusmiz Limited. The terms "Petmiz", "we", "us" and "our" refer to Cusmiz Limited operating under the Petmiz brand. We operate this store and website, including its related content, features, customization tools, products and services (the "Services"). Our store is powered by Shopify.
These Terms of Service, together with the policies referenced below, describe your rights and responsibilities when using the Services or purchasing from us. Please read them carefully before uploading content or placing an order.
By accessing or using the Services, you agree to these Terms. Our Privacy Policy explains how personal information is processed; acknowledging that policy does not replace any separate consent required by applicable law.
Privacy Policy: https://petmiz.com/policies/privacy-policy
Refund Policy: https://petmiz.com/policies/refund-policy
Shipping Policy: https://petmiz.com/policies/shipping-policy
For personal information, the Privacy Policy controls in the event of a conflict. The Refund Policy and Shipping Policy provide the detailed rules for their respective subjects. Nothing in these Terms or those policies excludes rights or remedies that cannot lawfully be excluded.
SECTION 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.The Services are not directed to children under 13. Please see our Privacy Policy for information about children's personal information.
You agree to provide correct, current and complete contact, billing, payment, shipping and other information needed to provide the requested Services. You must have the necessary rights and permissions to submit information relating to another person.
You are responsible for protecting your account credentials and for activity you authorize through your account. Please contact us promptly if you believe your account has been used without authorization. You may not transfer, sell, assign or license your account to another person.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.
SECTION 2 - OUR PRODUCTS, CUSTOMIZATION AND DIGITAL PREVIEWS
2.1 Personalized and handcrafted products
We offer personalized and handcrafted products. Available materials, designs, sizes, colors, accessories and customization options are described on the relevant product page. Not every handcrafted product is personalized or made to order; its product description and the applicable policies govern.
2.2 Review before purchase
For personalized products supported by our customization tool, you may generate multiple previews free of charge before purchase and select a design you are satisfied with before ordering. Preview availability and supported options depend on the tool and product. This does not include manual design revisions or changes after ordering.
Before submitting your order, carefully review your uploaded photos, chosen preview and design, styles, quantities, personalization text, pet names, phone numbers and other selections. Please also check your shipping and contact information. We use the customization details associated with your submitted order to process and produce it.
Errors in customer-submitted information are not production errors. This does not excuse a failure by us to follow the information correctly submitted with your order.
2.3 AI-assisted and digital previews
Our customization process may use AI-assisted image generation, digital modeling and other technologies to create previews and production files. A preview illustrates the selected design and is not a photograph of the finished physical product. AI-generated results may contain unexpected or inaccurate details; please review them carefully and choose a suitable design before purchase. If you cannot obtain a suitable preview or are unsure about an option, contact us before ordering.
Production may involve preparing or refining models and files to make the selected design suitable for the product's materials, dimensions and production process. We do not promise an exact photographic reproduction of your pet or a pixel-for-pixel match between a screen preview and the physical product. This does not authorize us to substitute a materially different design or disregard confirmed customization details.
2.4 Normal variations and product issues
Minor differences in color, texture, surface appearance or finish may result from screen settings, materials, digital-to-physical production processes and handcrafting. Minor variations within these normal limits do not, by themselves, constitute product defects or grounds for a refund or free remake.
This does not include damage, production errors, incorrect personalization made by us, or a product that materially differs from what you ordered. Please contact us for review if you believe there is a problem. Applicable consumer rights and our express commitments remain unaffected.
2.5 Product availability and changes
We may update descriptions, change available options, discontinue products or limit quantities or delivery destinations. Updates apply prospectively and do not, by themselves, change the agreed specifications of an accepted order. If we cannot fulfill an order as agreed, we will contact you about an appropriate solution, including a refund where required.
SECTION 3 - ORDERS, PRODUCTION, CHANGES AND CANCELLATIONS
3.1 Order submission and acceptance
When you submit an order, you offer to purchase the selected products. We must receive payment confirmation before processing a paid order. An automated receipt acknowledges submission; if further verification is required, we may contact you before acceptance. We may decline or cancel an order for a legitimate reason, such as unavailable products, an obvious pricing error, suspected fraud, prohibited content or inability to fulfill it lawfully. We will notify you and refund payments for any products we do not supply, as required by applicable law.
3.2 Start of personalized-order processing
For personalized products, successful order submission and payment confirmation mark the start of our order-processing and production workflow, including human review, file preparation and production arrangements. This does not mean that physical printing necessarily starts immediately. Any production-time estimate is subject to the Shipping Policy and any necessary clarification of unusable or incomplete customization details.
3.3 Personalized-order changes and cancellation
Because work and resources are committed from this stage, we do not accept changes to the submitted design or customization details, or cancellations for change of mind, after a personalized order has been successfully submitted and payment confirmed. Please use the free previews and check all details before ordering.
This rule does not remove any cancellation, refund or other remedy required by applicable law, including applicable rights when we cannot ship within the required time.
3.4 Address changes and non-personalized products
If your shipping address is incorrect, contact us immediately. Address-change requests depend on the order's processing and shipping status and are not guaranteed. After dispatch, a change may no longer be possible. Contacting us alone does not confirm an address change.
For a non-personalized handcrafted product, handcrafting alone does not mean that the personalized-order cancellation rule in Section 3.3 applies. Please contact us promptly about a change or cancellation request; we will assess it based on the product, order status, any terms disclosed before purchase and applicable law.
3.5 Returns and after-sales support
Personalized and handcrafted products are not eligible for change-of-mind returns, exchanges or refunds under our Refund Policy, except where applicable law requires otherwise. If your product arrives damaged, contact us for review. Depending on the circumstances and our discussion with you, an appropriate remedy may include a free remake and reshipment or a refund, without requiring a physical return.
Other issues, including defects, incorrect products or missing items, should also be reported for review under our Refund Policy and applicable law. A customer's normal statutory remedies are not excluded.
Promotional gifts are handled under the Refund Policy: a damaged free gift is not eligible for a free replacement under our voluntary policy, except where required by law; a verified missing gift promised with your order will be resent at no charge.
Refund Policy: https://petmiz.com/policies/refund-policy
We may contact you using the email address, phone number or other contact information provided with your order. Purchases are intended for personal or household use; commercial resale requires our prior agreement.
SECTION 4 - PRICES AND BILLING
Prices, discounts and promotions are subject to change without notice. The price charged for a product or service will be the price in effect at the time the order is placed and will be set out in your order confirmation email. Unless otherwise expressly stated, posted prices do not include taxes, shipping, handling, customs or import charges.
Prices posted in our online stores may be different from prices offered in physical stores or in online or other stores operated by third parties. We may offer, from time to time, promotions on the Services that may affect pricing and that are governed by terms and conditions separate from these Terms. If there is a conflict between the terms for a promotion and these Terms, the promotion terms will govern.
You agree to provide current, complete and accurate purchase, payment and account information for all purchases made at our stores. You agree to promptly update your account and other information, including your email address, credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
You represent and warrant that (i) the credit card information you provide is true, correct, and complete, (ii) you are duly authorized to use such credit card for the purchase, (iii) charges incurred by you will be honored by your credit card company, and (iv) you will pay charges incurred by you at the posted prices, including shipping and handling charges and all applicable taxes, if any.
SECTION 5 - SHIPPING AND DELIVERY
Production, preparation, delivery destinations, charges, tracking and estimated timelines are described in our Shipping Policy and the information displayed for your order at checkout.
Estimated delivery time is the estimated production or order-preparation time plus the estimated shipping time. For ready-to-ship, non-personalized items, a customization-production stage may not apply, but preparation and dispatch may still take time. Estimates are not guarantees and may be affected by necessary customization clarifications, order volume, carrier disruptions, customs or other circumstances.
An estimate or an event outside our control does not remove our obligations under applicable law. If we cannot ship within the promised or legally required time, we will provide the notices and options required by law, including applicable options to agree to a delay or cancel for a refund.
We will send a shipping notification with tracking information after dispatch. Contact us if an order appears lost, delayed, damaged or incorrectly marked as delivered. A tracking entry alone does not conclusively resolve a delivery dispute.
Risk of loss transfers when the order is delivered to the shipping address designated for the order, subject to applicable law. We do not transfer shipping risk to you merely by handing the parcel to a carrier. This provision does not limit remedies for damage occurring before delivery or other rights required by law.
Shipping Policy: https://petmiz.com/policies/shipping-policy
SECTION 6 - INTELLECTUAL PROPERTY
Except for customer-provided content and other third-party materials, the Services and their text, graphics, branding, layout, images, video, audio and other materials are owned by Petmiz, its affiliates or licensors and protected by applicable intellectual property laws. Customer content is governed by Section 11; submitting a review or photo does not transfer ownership to us.
You may use the Services for lawful personal, non-commercial purposes. You may not reproduce, distribute, sell, modify or commercially exploit our protected materials without permission, except where applicable law permits. Using the Services grants no ownership of Petmiz's or a third party's trademarks, software, designs or other intellectual property.
Petmiz names, logos and branding belong to their respective owners. Shopify names, logos and branding belong to Shopify. Other trademarks and materials remain the property of their respective owners. The availability of a generated preview does not establish that every element is exclusive, copyrightable or free of third-party rights.
SECTION 7 - CUSTOMIZATION TOOLS AND TECHNOLOGY PROVIDERS
Our Services include photo-upload, customization and digital-preview tools developed or supported by technology service providers for use on our website. We may also use providers for hosting, storage, AI-assisted previews, modeling, payment, production and fulfillment. Relevant personal information is processed as described in our Privacy Policy.
These integrated tools support the Services we provide. Their development or operation by a service provider does not, by itself, remove our obligations to you regarding your order or applicable consumer rights. Please contact Petmiz if a tool issue affects your customization, payment or order; you are not required to resolve your Petmiz order directly with our developer.
Tools may be unavailable, interrupted or affected by technical errors. If an error causes missing customization details, an incorrect price, duplicate payment or another order problem, contact us promptly so we can investigate and arrange an appropriate correction or remedy. We will not treat a technical error as permission to produce a materially different product without resolving the issue with you.
Optional independent services may have separate terms that will be identified where applicable. Any future features we introduce are subject to these Terms and any additional terms disclosed for those features.
SECTION 8 - THIRD-PARTY LINKS AND INDEPENDENT SERVICES
The Services may link to websites or independent services operated by third parties, such as external parcel-tracking websites or social media platforms. Their content, availability and independent data practices are governed by their own terms and privacy notices. Please review those notices before providing information or entering into a separate transaction.
We do not control independent third-party websites and do not guarantee the accuracy of their content. This does not exclude responsibility that cannot lawfully be excluded. A dispute about an independent third-party transaction should be directed to that provider; questions about a Petmiz order, shipment or integrated customization tool should be directed to us.
SECTION 9 - RELATIONSHIP WITH SHOPIFY
Petmiz 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 Petmiz. By using the Services, you acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and Petmiz, 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 Petmiz.
SECTION 10 - PRIVACY AND CUSTOMIZATION RECORDS
Our Privacy Policy explains how we collect, use, disclose, store and otherwise process personal information, including uploaded photos, generated previews, personalization details and order information: https://petmiz.com/policies/privacy-policy
Customization tools may process information before you place an order. Order-related customization information is archived as part of our order records. Uploaded photos and generated previews for which no order is placed expire after 30 days under our customization tool's retention rules. Expiration does not, by itself, mean that every server or backup copy has been deleted. Please see the Privacy Policy for the applicable retention details, deletion rights and any limitations.
You may request access, correction or deletion by emailing support@petmiz.com or contacting us through our website's online chat. Requests are handled in accordance with the Privacy Policy and applicable law, including reasonable identity verification and any lawful retention requirements.
Because our store is hosted by Shopify, Shopify also processes information about access to and use of the Services. Relevant information may be processed by Shopify and our service providers in other countries, as described in our Privacy Policy. Certain processing by Shopify is subject to Shopify's own privacy notice: https://www.shopify.com/legal/privacy/consumers
Acknowledgment of these notices does not replace any separate consent required by law or give us unrestricted permission to use private photos or personal information for unrelated purposes.
SECTION 11 - CUSTOMER CONTENT, REVIEWS AND FEEDBACK
11.1 Rights in submitted content
You retain any ownership rights you hold in photos, text and other content you submit. You confirm that you own the content or have the rights, permissions and consents necessary to submit it and allow the uses described in these Terms. You must not submit unlawful, infringing or misleading content, malware, or personal information that you have no right to provide.
11.2 Private customization content
By submitting photos or customization details, you grant Petmiz a non-exclusive, royalty-free permission to host, store, reproduce, process, adapt and share that content with the service providers involved, only to the extent reasonably needed to provide the requested previews, modeling, production, fulfillment, support and related order-record services described in our Privacy Policy. Adaptation includes preparing images, models and production files for your selected product. This permission is limited to those purposes and the applicable retention period and does not transfer ownership of your original content.
Submitting a private customization photo does not make it public. The permission above does not include unrelated public marketing, paid advertising or general-purpose AI-model training. Any such additional use requires separate permission or another valid legal basis, together with any notice and consent required by applicable law. Generating your requested preview is distinct from using your content to train a model.
11.3 Public reviews and other public content
If you submit a review, photo, comment or other content for publication in a public area of the Services, you grant us a non-exclusive, royalty-free permission to host, reproduce, format and display that content and the display name you provide for that publication on the Services. We may use service providers to support that publication. This is not a transfer of ownership or an unrestricted license for separate advertising campaigns.
Public content can be seen, copied or shared by others. Do not include phone numbers, addresses, order numbers or other information you do not wish to make public. Private customization uploads are not automatically public reviews. Contact us to request removal of content we publish; we may not be able to remove copies independently made by others. Personal information is handled under our Privacy Policy.
Reviews must reflect your honest experience. Disclose any relevant compensation, free products or other incentives. We may moderate unlawful, abusive, infringing, fraudulent, spam or privacy-violating content, but will not suppress an otherwise lawful review merely because it is negative. We will not materially change the meaning of an honest review.
11.4 Suggestions and feedback
If you voluntarily send suggestions about improving our products or Services, you allow us to consider and use those suggestions without an obligation to pay you, subject to applicable law and any separate written agreement. This does not extend the permissions for private customization content or public reviews stated above. We do not guarantee that we will implement or respond to every suggestion.
SECTION 12 - ERRORS, INACCURACIES AND OMISSIONS
We may correct typographical errors, inaccuracies and omissions relating to descriptions, prices, promotions, shipping charges, timelines or availability. If an error affects an order already submitted, we will contact you about the correction and any available options before making a material change or charging an additional amount. We may cancel an order affected by an obvious error where permitted by applicable law and will refund payments for products not supplied as required. This section does not authorize undisclosed substitutions or remove applicable consumer rights.
SECTION 13 - PROHIBITED USES
You may use the Services only for lawful purposes. You must not infringe intellectual property, privacy or other rights; submit fraudulent, unlawful or malicious content; impersonate another person; harass or threaten others; send spam; distribute malware; obtain or disclose another person's information without authorization; or interfere with the security or functioning of the Services.
You must not use unauthorized scraping, bulk downloading, automated requests or other methods to extract protected content, overload the customization tools, evade service limits or bypass security measures. Automated agents are subject to Section 14. This does not prohibit ordinary authorized use of the tools we provide or lawful honest consumer reviews.
Where reasonably necessary to address misuse, fraud, legal requirements or security risks, we may restrict or suspend access or remove prohibited content, subject to applicable law. Any outstanding orders and payments will be handled in accordance with these Terms and applicable law.
SECTION 14 - AGENTS
14.1 This section ("Agent Terms") applies if you use, allow, enable, or cause the deployment of an Agent to access, use, or interact with any Services. "Agent" means any software or service that takes autonomous or semi-autonomous action on behalf of, or at the instruction of, any person or entity and that can be executed on behalf of or using a person's device, without direct supervision.
14.2 No Agent may access, use, or interact with Services unless, at all times, it identifies itself and operates in strict accordance with the requirements in section 14.4 below. In addition, no Agent may access, use, or interact with Services if we have requested that the Agent refrain from accessing, using, or interacting with any service.
14.3 We may limit, including by technical measures, whether and how any Agent accesses, uses, and interacts with Services.
14.4 Agents must: (i) in all HTTP/HTTPS requests, identify that the request is from an Agent and disclose the name of the Agent by including the following in the request's user agent string: "Agent/[agent name]"; (ii) not conceal or obfuscate that any access, use, or interactions are from an Agent, such as by (a) mimicking human behavior and interaction patterns, or (b) completing or circumventing CAPTCHAs or measures intended to distinguish computer use from humans, (iii) respond truthfully to any question or prompt seeking to determine if interactions are coming from a human or a computer, (iv) not circumvent or otherwise avoid any measure intended to block, limit, modify, or control whether and how Agents access, use, or interact with the Services.
SECTION 15 - TERMINATION
We may suspend or terminate access where reasonably necessary because of a material breach of these Terms, unlawful activity, fraud, security risks, a legal requirement or discontinuation of the Services, subject to applicable law. We will provide notice where required or reasonably practicable.
Termination of website access does not, by itself, eliminate our obligations concerning an existing paid order, any refund due, a commitment applicable to that purchase or applicable consumer rights. Any unpaid amounts lawfully due remain payable.
Provisions that by their nature should survive termination will continue to apply, including applicable intellectual property provisions, limited content permissions for their stated purposes and retention periods, privacy obligations, outstanding order and payment obligations, lawful liability provisions and dispute provisions.
SECTION 16 - LIMITATION OF LIABILITY AND CONSUMER RIGHTS
To the extent permitted by applicable law, Petmiz and its affiliates and service providers are not liable for indirect, incidental, special or consequential losses arising from use of the Services, such as loss of business profits or business opportunities, where such losses may lawfully be excluded.
Nothing in these Terms excludes or limits liability for fraud, willful misconduct, gross negligence, death or personal injury to the extent such liability cannot lawfully be excluded, or any other liability or remedy that applicable law does not allow us to exclude or limit.
These limitations do not remove our obligations to fulfill accepted orders, provide refunds or remedies required by applicable law, honor commitments applicable to a purchase, or comply with applicable privacy and data-protection requirements. If your jurisdiction gives you rights that conflict with these limitations, those mandatory rights prevail.
SECTION 17 - THIRD-PARTY CLAIMS ARISING FROM MISUSE
To the extent permitted by applicable law, you are responsible for third-party claims and reasonable resulting costs to the extent caused by your unlawful conduct, material breach of these Terms, or infringement of another person's rights through content you submit. This does not require you to reimburse losses caused by our own wrongdoing or to waive consumer protections.
We will give reasonable notice of a relevant claim and a reasonable opportunity to participate in its defense. We will not agree to a settlement imposing liability or non-monetary obligations on you without your consent. Nothing here restricts your right to make a lawful complaint or honest review.
SECTION 18 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.
SECTION 19 - WAIVER; ENTIRE AGREEMENT
A failure or delay to enforce a provision does not waive the right to enforce it later.
These Terms, the referenced policies and any specific terms disclosed and agreed for your purchase form the agreement governing the Services and that purchase, subject to applicable law. They do not override express commitments applicable to an existing order or rights that cannot lawfully be waived. Policy priorities are described in the Overview.
Interpretation of these Terms is subject to applicable law.
SECTION 20 - ASSIGNMENT
You may not transfer your contractual rights or obligations without our prior agreement, except where applicable law permits. We may transfer our rights or obligations as part of a lawful business reorganization or transfer, provided this does not reduce your mandatory consumer rights or remedies. We will provide any notice required by law.
SECTION 21 - APPLICABLE LAW AND DISPUTES
Petmiz is operated by Cusmiz Limited, whose business contact address is in Hong Kong as set out below. Nothing in these Terms deprives you of mandatory consumer protections applicable to your purchase or your right to bring a claim before a court or authority with jurisdiction under applicable law.
Any dispute concerning these Terms or a purchase will be handled under the law applicable to that dispute and by a court or authority having jurisdiction under that law. These Terms do not impose mandatory arbitration or an exclusive foreign-court requirement. You may contact us first to seek a practical resolution, but doing so does not waive or restrict your legal remedies.
SECTION 22 - CHANGES TO THESE TERMS
The current version is available on this page. We may update these Terms to reflect changes in our Services, operations or legal requirements, and will update the "Last updated" date. We will give notice of material changes and obtain agreement where required by applicable law.
Changes generally apply prospectively from their stated effective date. They do not retroactively change an existing order's agreed specifications, price, applicable commitments or refund rights without your agreement or a lawful requirement. Continued use after a change takes effect is subject to the updated Terms to the extent permitted by applicable law.
SECTION 23 - CONTACT INFORMATION
For questions about these Terms, customization tools or your order, email support@petmiz.com or contact us through the online chat on our website.
Petmiz is operated by:
Cusmiz Limited
Unit 02, 9/F, The Broadway, No. 54-62 Lockhart Road, Wanchai, Hong Kong, China
Email: support@petmiz.com
Phone: +1 209-242-1070