Terms & Refund Policy
Last updated: 8 October 2026
These terms govern your use of Paw in Heart and any portrait you order from us. By placing an order you agree to them. Please read the refund section carefully — it is deliberately specific.
1. What we provide
Paw in Heart produces digital pet portraits created from photographs you upload. Portraits are generated using AI image-generation tools and refined by our team before delivery. They are digital files only — no physical print or canvas is shipped.
We are not a hand-painted studio and we do not describe our portraits as hand-painted.
2. Orders and payment
- Prices are shown in US dollars and are charged in US dollars.
- Prices are one-off. There is no subscription and no recurring charge.
- You see a free preview before payment. You are charged only when you approve the preview and download your file.
- Additional pets are charged at +50% per pet. Multi-pet and rush orders are quoted individually.
3. Delivery
- Most portraits are delivered within a few hours of your photo being accepted.
- The Keepsake tier is delivered the same day.
- Delivery is by email link, or by direct download from the order page.
- If a photo is unsuitable (too blurry, low light, face not visible), we will tell you before you pay and ask you to send a better one.
4. Revisions
- Single Portrait ($19.9): revision available at $5 each.
- Keepsake Portrait ($34.9): one free revision included.
- Multi-Style Set ($49.9): two free revisions included.
- Adding a pet name or dates is free if requested before the final file is issued. After that, it is treated as a revision.
- Further revisions beyond your included allowance are $5 each.
5. Refund Policy
We want this to be simple and fair. Here is exactly when you get your money back:
- Not delivered → full refund. If we do not deliver a finished portrait within 7 days of accepting your photo, you get a 100% refund, automatically if you ask.
- Delivered file doesn't match the approved preview → full refund or free fix. Your choice. We will either correct it at no cost or refund you in full. No argument, no conditions.
- Changed your mind before delivery → full refund. Request a cancellation any time before your final file is issued and we refund 100%.
- Changed your mind up to 14 days after delivery → full refund. You don't need a reason. Just email us within 14 days of receiving your file.
- Refunds are processed to your original payment method within 5 business days. Your payment provider may take a further few days to post it.
The only case where we cannot refund is where a customer resells, redistributes or commercially exploits the file in breach of the licence in section 7.
To request a refund, email [email protected] with your order number.
6. Your responsibilities
- You confirm that you own the photograph you upload, or have the permission of the person who does.
- You confirm you have the right to commission a portrait of the animal shown.
- You must not upload images that are unlawful, or that depict cruelty to animals.
- You must not use our service to create content that infringes anyone's rights.
7. What you may do with your portrait
You receive a personal-use licence to your portrait. That means you may:
- Print it, frame it, and display it in your home
- Share it on personal social media
- Gift a printed copy to family and friends
You may not, without written permission: resell the artwork, use it on products for sale, use it in advertising, or claim authorship. Full details are in the Portrait Licence. If you would like a commercial licence, contact us — we grant them regularly.
8. Our liability
We provide our service with reasonable skill and care. Because our portraits are artistic interpretations, we cannot guarantee an exact photographic reproduction of your pet — which is why we show a free preview and offer revisions and refunds as set out above.
To the extent permitted by law, our total liability for any order is limited to the amount you paid for that order.
9. Changes to these terms
We may update these terms. The version in force is the one published on this page when you place your order. We will update the date at the top of this page when we make changes.
10. Governing law
These terms are governed by the laws of the People's Republic of China. Nothing in this clause removes any mandatory consumer protection rights you have in your own country of residence.
11. Contact
Paw in Heart — operated by Beijing Dayou Jirui Media Co., Ltd.
Customer support: [email protected]
Registered address: Room 104-B405, Floor 2, Building 129, Ciqunanli, Beijing Economic-Technological Development Area (Tongzhou), Beijing, China