Terms of sale and use

1. About us

Pet Pawtrait (petpawtrait.shop) is run by Geraldine Silverton and Chris Silverton (a partnership), trading as Pet Pawtrait. You can email us at hello@petpawtrait.shop or use our contact form.

These terms apply to anyone using petpawtrait.shop and to every order placed on it. By creating a portrait or placing an order you agree to them. If we need to contact you, we'll use the email address you gave us.

2. What Pet Pawtrait does

Pet Pawtrait uses artificial intelligence (AI) to create a portrait of your pet from a photo you upload, in the style you choose: for example in the style of a watercolour, an oil painting, a regal portrait, a pencil sketch or a colour block.

• Portraits are created with AI, not painted or drawn by hand. Style names describe the look of the portrait, not how it's made.
• Every portrait is generated individually, so results vary. We aim for a strong likeness, but details such as markings, colouring, pose and background may differ from your photo.
• You can see a free, watermarked preview before you buy anything, so you can decide whether you're happy with it.
• Free portraits are limited (currently 10 per person per day, with no daily limit once you've added something to your basket or bought from us) to keep the service fair and affordable. We may change these limits.

3. Using the website

• You must be 18 or over to place an order. Younger people may only use the site with a parent or guardian's permission.
• You don't need a password. We may email you a one-time sign-in link so you can see your portraits and orders. Keep access to your email account secure.
• Please don't misuse the site: for example by trying to get around the free portrait limits, uploading harmful files, using automated tools or interfering with how it works. We may suspend access if you do.

4. Your photos

• You keep ownership of any photo you upload.
• You confirm that you took the photo or have permission to use it, and that it's a photo of an animal.
• Don't upload photos that are unlawful, offensive, or that show people who could be identified. Our AI providers automatically block some content, and we may refuse to process or remove any photo.
• You allow us, and the providers who work for us, to store and process your photo only to create your portraits, deliver your order and keep the service secure. We don't use your photo or portraits in our marketing, or share them publicly, without asking you first.
• How long we keep photos and portraits is explained in our privacy policy.

5. Prices and payment

• Prices are in pounds sterling (GBP) and are the total you pay for the item. We are not currently VAT registered, so no VAT is charged.
• Digital downloads are available wherever you are. Prints, framed prints and canvases are delivered to UK addresses only (England, Scotland, Wales and Northern Ireland).
• UK delivery costs £4.95 per order and is free on orders over £50. Digital downloads have no delivery charge. The full price, including delivery, is shown before you pay.
• Payments are taken securely by Stripe. We never see or store your card details.
• If we've made an obvious mistake with a price, we'll contact you before going ahead, and you can cancel for a full refund.

6. Your order

• When you pay, you're offering to buy the items in your basket. Our contract with you starts when your payment is confirmed and we email your order confirmation.
• If we can't accept your order, for example because a product is no longer available, we'll tell you and refund you in full.
• Please check your order confirmation. If anything is wrong, contact us as soon as possible.

7. Digital downloads

• A digital download gives you the watermark-free, full-resolution files of every version of that portrait. Every print order includes the digital files free.
• Downloads are available as soon as your payment is confirmed. Normally you'd have 14 days to cancel an online purchase, but at checkout you ask us to make your files available straight away and confirm that you lose your right to cancel once they're available to download. This is allowed by the Consumer Contracts Regulations 2013.
• If your files are faulty, for example they won't open or aren't the portrait you bought, tell us and we'll fix or replace them. If we can't, we'll refund you.

8. Prints, framed prints and canvases

• Prints, framed prints and canvases are made to order with your own portrait. Because they're personalised for you, you can't cancel or return them simply because you've changed your mind. This doesn't affect your rights if an item is faulty, damaged or not as described (see section 10).
• Colours on paper and canvas can look slightly different from your screen, and sizes may vary by a few millimetres. Framed prints include a white border inside the frame; the size shown is the frame size (for example "A4 print, A3 frame").
• You can't cancel a print order once we've started making it. If you contact us straight after ordering, we'll try to help.

9. Delivery

• We currently deliver to UK addresses only.
• Items are made to order and usually dispatched within 3–7 working days. We'll email you when your order is on its way, with tracking where available. These are estimates; if there's a significant delay we'll let you know.
• The items are your responsibility once they've been delivered to the address you gave us. Please make sure it's correct.
• If your delivery hasn't arrived within 14 days of being dispatched, contact us and we'll look into it.

More detail is on our delivery and returns page.

10. Damaged, faulty or wrong items

• If an item arrives damaged or faulty, or isn't what you ordered, please contact us within 30 days of delivery with your order number and a photo of the problem.
• We'll replace it free of charge or give you a full refund, including the delivery cost. We won't usually ask you to send damaged items back; if we do, we'll pay the return postage.
• Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality, and digital content must be as described and of satisfactory quality. Nothing in these terms affects those rights. For more information, contact Citizens Advice.
• Refunds go back to the card you paid with, normally within 14 days of us agreeing a refund.

11. Using your portrait

• Once you've paid, you may use your portrait for personal, non-commercial purposes: for example printing it, framing it, giving it as a gift and sharing it on social media.
• Please don't sell your portrait or use it to advertise a business without asking us first.
• Our website, designs, examples, logo and name belong to us. Please don't copy them.
• Previews are watermarked and are for deciding whether to buy. Please don't remove the watermark or reproduce previews.

12. Our responsibility to you

• If we don't follow these terms, we're responsible for loss or damage you suffer that is a foreseeable result of our failure, but not for loss that isn't foreseeable.
• We don't exclude or limit our responsibility where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for breaching your legal rights as a consumer.
• Our products are for domestic and private use. We're not responsible for any loss of profit, business or opportunity.
• We work hard to keep the site running, but can't promise it will always be available or free of errors. We're not responsible for delays caused by events outside our control; if one affects your order we'll tell you, and you can cancel for a refund of anything not yet supplied.

13. Complaints

If you're unhappy with anything, please contact us and we'll do our best to put it right. We aim to reply within two working days.

14. Other important terms

• We may update these terms from time to time. The version shown when you place an order applies to that order.
• We may transfer our rights under these terms to another business; we'll tell you if this happens, and it won't reduce your rights. You may only transfer yours to someone else with our agreement.
• If a court finds part of these terms can't be enforced, the rest still applies.
• These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales; if you live in Scotland or Northern Ireland, you can also bring them there.