Paw & Story — Terms of Service
Version 0.9 (DRAFT) — Effective: [DATE]
DRAFT — pending owner/lawyer review. This is a template, not legal advice. Bracketed items are owner/counsel decisions and must be resolved before launch.
1. Who we are and what these terms cover
1.1 Paw & Story (the "Service") is operated by [COMPANY_LEGAL_NAME], [REGISTERED_ADDRESS] (reg. no. [COMPANY_REG_NUMBER], VAT [VAT_NUMBER]) (the "Company").
1.2 These Terms govern your use of the Service: the website, the questionnaire, photo uploads, the memorial book (digital PDF and optional printed hardcover), the tribute film, and the optional memorial page.
1.3 The Service is offered to consumers. Nothing in these Terms limits rights you hold under the mandatory consumer-protection law of your country of residence.
2. The Service
2.1 Paw & Story creates a memorial book (PDF, optional hardcover) and a tribute film from the photos and memories you provide about your pet, arranged with care into a keepsake you can hold onto.
2.2 Real photos only. Every image in your tribute is a real photo you uploaded. The Service never generates, recreates, or synthesizes images of your pet with AI, and its media pipeline contains no code path for creating synthetic images. This is a permanent product rule, enforced in our build checks.
2.3 The words in your book are built from your own answers. Where the Service helps arrange or lightly edit text, it works only from what you wrote; it does not invent memories.
3. Your content
3.1 You confirm that the photos, videos, and memories you upload are your own and that you have the right to use them, including the consent of any people who appear in them.
3.2 You keep all rights to your content. You grant the Company a limited licence to store and process it solely to create and deliver your book, film, and memorial page.
3.3 Please do not upload content that is unlawful or that infringes someone else's rights. We may decline to process such content.
4. Prices and payments — Stripe as merchant of record
4.1 Current plans are shown at /pricing: a digital tribute (book PDF + tribute film) and a printed tribute (everything in the digital tribute, plus a hardcover memorial book shipped to you). The prices displayed at checkout apply.
4.2 Payments are processed by Stripe acting as merchant of record under Stripe's managed-payments program. This means: your purchase contract for the paid product is concluded with Stripe, which resells the Service to you; Stripe (not the Company) charges you, issues your invoice or receipt, determines and remits applicable VAT/sales tax, and processes refunds and chargebacks under its own consumer-facing terms presented at checkout.
4.3 The Company remains your counterparty for the creation and delivery of your tribute itself (functionality, support, data protection) under these Terms. Where Stripe's checkout terms and these Terms conflict on payment, billing, tax, or refunds, Stripe's terms prevail for those topics; for everything else these Terms prevail.
4.4 The Company never receives or stores your card data.
5. Refunds, cancellation, and your EU 14-day right of withdrawal
5.1 Our refund promise. Independently of your statutory rights: you may request a full refund within 14 days of purchase at any time before your book is submitted to print. After printing, we will reprint and replace any defective copy free of charge (reprint-on-defect).
5.2 EU/EEA/UK consumers — digital tribute. If you purchase as a consumer, you have a statutory 14-day right of withdrawal from a distance contract. For the digital parts of your tribute (PDF book, tribute film, memorial page), delivery begins only after you expressly consent at checkout to immediate performance and acknowledge that you lose the right of withdrawal once delivery of the digital content has begun (Directive 2011/83/EU, Art. 16(m)). Until delivery begins, you may withdraw without giving any reason.
5.3 EU/EEA/UK consumers — printed hardcover book. The printed book is made to your specifications and clearly personalized (your photos, your words). Under Directive 2011/83/EU, Art. 16(c), the statutory right of withdrawal does not apply to such personalized goods once production has started. Our contractual promise in Section 5.1 is broader than the statute here: up to the moment your book goes to print, you can still cancel and receive a full refund; after printing, the reprint-on-defect guarantee and your statutory conformity rights (Directive (EU) 2019/771) continue to apply.
5.4 To withdraw or request a refund, write to [hello@pawandstory.com]. A model withdrawal form is available on request. Refunds are processed by Stripe as merchant of record to your original payment method.
5.5 Nothing in this Section limits your statutory conformity rights for digital content and digital services (Directive (EU) 2019/770) or for goods (Directive (EU) 2019/771).
6. Delivery and the memorial page
6.1 Digital deliverables are made available in your account after rendering completes. The hardcover book is printed and shipped by our print partner to the address you provide; estimated production and shipping times are shown at checkout.
6.2 If you keep an active memorial page, it stays online for as long as described in the Privacy Policy. You can take it down at any time.
7. Storage, retention, and deletion
7.1 Your uploads and finished tribute are stored on EU-hosted, encrypted storage, and are never used to train any model.
7.2 Originals and generated outputs are automatically deleted 90 days after delivery, unless you keep an active memorial page. You can erase everything immediately via /account/delete. Details are in the Privacy Policy.
8. Availability and support
8.1 The Service is provided with reasonable skill and care. We aim for high availability but do not promise uninterrupted operation.
8.2 Support: [hello@pawandstory.com], business days, response target 2 business days. We know these orders often come at a tender time, and we answer with that in mind.
9. Liability
9.1 Nothing in these Terms excludes liability that cannot be excluded by law (including intentional damage or harm to life, body, or health).
9.2 Otherwise, to the extent permitted by law, the Company's aggregate liability arising out of or in connection with the Service is limited to the amount you paid (via Stripe as merchant of record) for the affected order, and the Company is not liable for indirect or consequential loss.
9.3 Because your photos are irreplaceable, please keep your own copies of the originals. The Service stores uploads carefully (Section 7) but is not an archival backup service.
9.4 If you are a consumer, the limitations in this Section apply only to the extent permitted by the mandatory consumer-protection law of your habitual residence.
10. Term, suspension, termination
10.1 These Terms apply while you use the Service.
10.2 We may suspend or terminate accounts for material breach or unlawful use, with notice where practicable. Paid orders already in progress are completed or refunded per Section 5.
10.3 On termination, your content is deleted per the retention rules in the Privacy Policy.
11. General
11.1 Governing law: [GOVERNING_LAW], excluding its conflict rules; for consumers, this choice does not deprive you of the protections of your home country's mandatory law (Rome I Art. 6(2)).
11.2 Venue: the courts competent for [VENUE]; EU consumers may sue and be sued at home per Brussels Ia (Regulation 1215/2012).
11.3 Out-of-court options for consumers: EU consumers may use national ADR bodies under Directive 2013/11/EU — [counsel: supply the mandatory ADR-information wording for the chosen jurisdiction].
11.4 We may update these Terms with 30 days' notice for material changes; continued use after the effective date is acceptance.
11.5 If a provision is invalid, the rest stands.
11.6 English text governs; translations are courtesy.