Terms of Service

Effective date: Feb 2, 2026

These Terms of Service (“Terms”) govern your access to and use of the Pawmade websites, mobile apps, and related services (the “Service”). By using the Service, you agree to these Terms. If you do not agree, do not use the Service.

These Terms incorporate our other policies, including our:

• Support: https://support.pawmade.us/
• Privacy Policy: https://support.pawmade.us/privacy

1) Definitions

For these Terms:

• “Buyer” means a user who purchases products through the Service.
• “Seller” means a user who lists and sells products through the Service.
• “Listing” means a product page or offer shown on the Service.
• “Order” means a purchase transaction through the Service.
• “Item Subtotal” means the price of items in an Order before shipping and taxes, and after item-level discounts applied at checkout (if any).
• “Platform Fee” means the fee we charge Sellers under these Terms.
• “Business Day” means Monday through Friday, excluding U.S. federal holidays.
• “Delivered” means the carrier tracking status shows the shipment was delivered (or an equivalent final delivery scan).

2) Who we are / contact

“Pawmade,” “we,” and “us” means Pawmade.

• Support: support@pawmade.us (alt: support@pawmade.com)
• Support: support@pawmade.us
• Support site: https://support.pawmade.us

3) Eligibility and accounts

• Age. You must be 18+ to buy or sell using the Service.
• Location. The Service is intended for users in the United States.
• Account info. You agree to provide accurate information and keep it up to date.
• Security. You are responsible for activity under your account and for keeping your login credentials secure.
• We may verify. We may require identity, business, or tax verification (including through third parties) for fraud prevention, payouts, and legal compliance.

4) Marketplace basics (our role)

Marketplace and third-party Sellers

The Service is a marketplace. Products are listed by independent third-party Sellers. Sellers are responsible for their Listings and for fulfilling their Orders.

Merchant of record

Pawmade is the merchant of record to Buyers for purchases through the Service. This means:

• Your payment is made to Pawmade and Pawmade may appear on your card or bank statement; and
• We may facilitate payments, customer support, refunds, and dispute resolution.

Except where required by law or where we expressly say otherwise, Sellers are responsible for their products, including product safety, labeling, storage/handling, and compliance with law.

5) Products, safety, and prohibited items

Allowed items

You may only list products in the categories we allow at the time of listing, including:

• Shelf-stable pet food and treats
• Non-prescription pet supplements
• Pet toppers and chews
• Pet feeding accessories (bowls, scoops, storage, feeders)

Prohibited items

You may not list prohibited items. Examples include: live animals; prescription/veterinary drugs; controlled substances; CBD/THC products; raw/frozen/refrigerated/perishable foods; homemade or unlabeled edible products; weapons; hazardous chemicals/pesticides; counterfeit or recalled products; human food sold as pet food; and anything illegal or restricted where it is shipped.

We may remove Listings or cancel Orders we believe violate these rules.

Seller promises (required)

Sellers must ensure:

• Safety and freshness. Products are safe for intended pet consumption, not expired, and stored/handled per manufacturer guidelines.
• Accurate Listings. Listings are accurate and not misleading, including ingredients, net weight, brand/manufacturer, best-by/expiration date, allergen warnings if applicable, and lot/batch when applicable.
• No medical claims. No claims beyond what the packaging/manufacturer states. The Service is not a place for veterinary or medical advice.
• Compliance. Products and Listings comply with all applicable laws (including labeling, consumer protection, and pet food/supplement rules).
• Authenticity and recalls. Products are genuine, not counterfeit, and not subject to recall. Sellers must promptly notify us about any recall or safety issue affecting their Listings and cooperate with buyer notifications and corrective actions.

6) Orders, pricing, and taxes

• Pricing. Prices are shown at checkout in U.S. dollars. We may correct obvious pricing errors and cancel impacted Orders.
• Taxes. We may collect and remit sales tax or other transaction taxes where required. Tax may be calculated using third-party tax calculation services.
• Seller taxes. Sellers are responsible for their own income taxes and any other taxes that apply to their business, unless we are legally required to collect and remit on their behalf.

7) Fees

Platform fee (charged to Sellers)

• The Platform Fee is 9.9% of Item Subtotal (not shipping, not tax).
• We may change fees with 30 days’ notice when feasible.

Payment processing, refunds, and disputes

Sellers are responsible for refund and dispute costs tied to their Orders, including non-refundable payment processing fees and dispute/chargeback fees, unless we determine the issue was clearly caused by a platform error.

8) Shipping and tracking

Shipping charges to Buyers

Shipping at checkout is either:

• Seller-set fixed shipping (when the Seller provides a fixed price), or
• A shipping amount based on carrier rate quotes (for example, via a shipping provider) when the Seller does not set a fixed price.

Sellers may offer a free-shipping threshold (if enabled).

Buyer address responsibility

Buyers are responsible for providing a complete and accurate shipping address. If a shipment is returned to the Seller due to an incorrect address, failed delivery attempt, or refusal, we may (a) treat the Order as complete, (b) require the Buyer to pay reshipping costs, and/or (c) issue a refund less shipping and non-refundable fees, as allowed by law.

Seller shipping requirements

Sellers must meet these minimum requirements:

• Ship-by deadline: hand off to a carrier within 1 Business Day after Order (max 2 Business Days only if clearly disclosed on the Listing). Weekends/holidays do not count.
• Tracking upload deadline: upload tracking within 12 hours of carrier handoff (or by end of that day).
• Valid tracking: use carriers/services with door-to-door tracking (e.g., USPS/UPS/FedEx). No untracked services.
• Acceptance scan required: tracking must show a carrier acceptance/origin scan within 24 hours of label creation (hard stop 48 hours). “Label created” does not count as shipped.
• Insurance/signature: Sellers must insure Orders ≥ $100 and require signature on delivery for Orders ≥ $200 (and for first-time Sellers on Orders ≥ $150).

Failures and enforcement

If a Seller misses these requirements, we may:

• Cancel the Order and refund the Buyer,
• Delay or withhold payouts,
• Issue policy strikes, pause selling/shipping privileges, or remove Listings, and/or
• Require additional verification or longer payout holds for future Orders.

Lost, damaged, or delayed packages

Sellers are responsible for shipping performance. If a shipping label is purchased through the Service, the Seller is treated as the label purchaser for claim purposes and must file carrier claims and cooperate with investigations.

9) Cancellations, returns, and refunds

Cancellations

We may cancel an Order to protect users, enforce policy, correct errors, or address risk (including suspected fraud).

Buyers may request cancellation before shipment, but cancellation is not guaranteed once an Order is placed.

Returns

Food and consumables are generally not returnable. We may require disposal rather than return.

Refunds

• Seller-first, with platform backstop. Sellers decide first, but Pawmade may override to protect Buyers and marketplace integrity (for example: fraud, policy violations, non-delivery, seller non-response within 48 hours, or repeated issues).
• Partial refunds. Partial refunds may be issued.
• Fees. Platform Fees are non-refundable by default, except when the refund is due to a platform error. We may still refund a Platform Fee to a Buyer as goodwill and charge the Seller for it when Seller fault applies.
• Timing. Refund timing depends on the payment method and financial institution.
• Evidence windows. For certain claims (for example, damage, spoilage, or quality issues), we may require you to report the issue within a short time after delivery and provide photos or other evidence.

10) Chargebacks and disputes

If a Buyer disputes a charge or a chargeback happens, we may:

• Freeze Seller payouts,
• Offset from future payouts,
• Charge the Seller’s payment method on file,
• Send unpaid balances to collections, and/or
• Restrict selling until the balance is resolved.

11) Seller payouts and negative balances

Payout timing

• Target payout timing is 7 days after carrier status shows “Delivered”, if there is no open issue. This is a target, not a guarantee.
• We may extend payout holds for risk (for example: suspected fraud, unusual Order size, high dispute/refund rate, invalid or missing tracking, no acceptance scan, delivery exceptions, policy violations, or a new Seller period).

Negative balances

• We may deduct amounts you owe (refunds, disputes, fees, and other charges) from payouts first.
• If deductions are not enough, you authorize us to automatically charge your card on file to recover the amount owed.
• Any unpaid amount may be carried forward as a negative balance until resolved.

12) Communications and electronic notices

• Transactional messages. Order and account emails/notifications are required for the Service.
• Marketing. Marketing emails may be sent, and you can opt out using the unsubscribe link.
• Electronic notices. You consent to receive notices and communications electronically (for example, by email or in-app).

13) Content, feedback, and intellectual property

Your content

You may submit content through the Service (for example, Listing text, photos, messages, or reviews). You represent that you have the rights needed to post that content.

You grant Pawmade a non-exclusive, worldwide, royalty-free license to use, host, store, reproduce, display, and distribute your content as needed to operate, market, and improve the Service.

Our intellectual property

The Service and our trademarks, logos, and software are owned by Pawmade and its licensors. You may not copy, modify, or reverse engineer the Service except where the law allows it.

Feedback

If you send feedback or suggestions, you grant us the right to use them without restriction or compensation.

Copyright complaints (DMCA)

If you believe content on the Service infringes your copyright, send a notice to support@pawmade.us with the subject line “DMCA”. Your notice should include:

• Your name and contact information
• Identification of the copyrighted work you believe was infringed
• Identification of the allegedly infringing content (for example, a link to the Listing)
• A statement that you have a good-faith belief the use is not authorized
• A statement under penalty of perjury that the information is accurate and you are the copyright owner (or authorized to act for the owner)
• Your physical or electronic signature

We may remove or restrict access to content that is alleged to be infringing, and we may terminate accounts of repeat infringers when appropriate.

If you believe your content was removed in error, you may send a counter-notice to the same email address with the subject line “DMCA Counter-Notice” and the information required by law.

14) Prohibited conduct

You may not:

• Use the Service for illegal activity or to violate any law or regulation.
• List prohibited items or make false/misleading Listings.
• Circumvent the Service (for example, taking payments off-platform for Orders discovered through the Service).
• Interfere with the Service, attempt unauthorized access, or scrape the Service in a way that harms it.
• Harass, threaten, or abuse other users or support.

15) Third-party services

We may use third-party services to provide parts of the Service (for example, payments, tax calculation, shipping, analytics, and communications). Those services may have their own terms and policies. We are not responsible for third-party services outside of our control.

16) Disclaimers (no warranties)

Service

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE MAXIMUM EXTENT ALLOWED BY LAW, PAWMADE DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

Products and pet health

Sellers, not Pawmade, are responsible for their products. Pet food and supplements can cause allergic reactions or other issues. Always follow product labeling and consult a veterinarian for medical questions.

Some jurisdictions do not allow certain warranty disclaimers, so some of the above may not apply to you.

17) Limitation of liability

TO THE MAXIMUM EXTENT ALLOWED BY LAW, PAWMADE IS NOT LIABLE FOR INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES (FOR EXAMPLE, LOST PROFITS OR DATA), EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY.

Liability cap

• If you are a Buyer: our total liability for any claim related to an Order is limited to the greater of $100 or the amount you paid to Pawmade for that Order.
• If you are a Seller: our total liability for any claim is limited to the greater of $100 or the Platform Fees you paid to Pawmade in the 12 months before the event that gave rise to the claim.

Some jurisdictions do not allow certain limits on liability, so some of the above may not apply to you.

18) Indemnity (you cover our losses)

You agree to defend, indemnify, and hold harmless Pawmade from claims, losses, and costs (including reasonable attorneys’ fees) arising from:

• Your use of the Service (as a Buyer or Seller)
• Your content, Listings, or products
• Your shipping information or delivery instructions (including incorrect addresses)
• Refunds, disputes, or chargebacks related to your Orders
• Your violation of these Terms or applicable law

19) Suspension and termination

We may suspend or terminate accounts and Listings at any time to protect users, enforce policy, or address risk. If we terminate or suspend your account, you may not create a new account to bypass restrictions.

20) Force majeure (events outside our control)

We are not responsible for delays, failures, or interruptions in the Service caused by events outside our reasonable control, such as carrier delays, natural disasters, power or internet outages, labor disputes, government actions, or outages of third-party systems we rely on.

21) Changes to these Terms

We may update these Terms. Material changes will be posted with at least 30 days’ notice when feasible. The updated Terms will include a new effective date, and continued use of the Service after the effective date means you accept the updated Terms.

22) Miscellaneous

• Entire agreement. These Terms (and any policies linked from the Service) are the entire agreement between you and Pawmade about the Service.
• Severability. If any part of these Terms is found unenforceable, the rest remains in effect.
• No waiver. If we do not enforce a provision, that is not a waiver.
• Assignment. You may not assign these Terms without our consent. We may assign these Terms as part of a merger, acquisition, or sale of assets.