Data di entrata in vigore: 22 August 2026
Main body - applies to everyone. Annex A - additional rights for consumers in the EU/EEA. Annex B - additional terms for users in Albania.
If an Annex that applies to you says something different from the main body, the Annex wins.
Nothing in these Terms removes rights you have under the law of the country where you live that cannot be removed by agreement.
1.1 These Terms and Conditions ("Terms") govern your use of the website at https://wowpetspalace.com, our mobile applications, and the services we provide through them (together, the "Platform").
1.2 The Platform is operated by Wow Pets Palace, a company registered in Albania under registration number [REGISTRATION NUMBER - SEE NOTE], with its registered address at Rruga Irfan Tomini, Tirana 1001, Albania, VAT number [VAT NUMBER - SEE NOTE] ("Wow Pets Palace", "we", "us", "our").
1.3 By creating an account or using the Platform, you agree to these Terms. If you do not agree, do not use the Platform.
1.3.1 Where we operate. The Platform is currently offered to users in Albania and the EU/EEA. We do not currently offer our products or services in the United States, the United Kingdom, or elsewhere, and these Terms are written for Albanian and EU/EEA users. We may extend to other markets in future, and will update these Terms before we do.
1.4 These Terms were last updated on 22 August 2026.
1.5 Other documents that form part of your agreement with us. The following also apply and are incorporated into these Terms:
Where any of these conflicts with these Terms, the more specific document prevails on the subject it covers.
1.6 What we are, in plain terms. Wow Pets Palace is mainly a platform. We connect people - buyers and sellers, pet owners and pet sitters, people rehoming animals and people looking to adopt. We also sell some products ourselves, and we provide some services ourselves, such as our GPS tracking service. Section 5 explains exactly which is which, because it changes who is responsible for what.
| Term | Meaning |
|---|---|
| Account | Your registered user account on the Platform. |
| Adoption Listing | A Listing offering an animal for adoption or rehoming. |
| Buyer | A user who acquires goods, services or an animal through the Platform. |
| Content | Any material on the Platform, including text, photos, videos, listings, reviews, messages and profiles. |
| GPS Device | A pet tracking device sold or supplied by us. |
| GPS Service | Our subscription service that transmits and displays location data from a GPS Device. |
| Listing | Any offer, advertisement or entry published on the Platform by a user, including of products, animals, or services. |
| Our Products | All goods and services sold or supplied by Wow Pets Palace as the seller or provider, including pet products, accessories, food, GPS Devices and the GPS Service. All products on the Platform are Our Products. |
| Pet Sitter | A user offering pet care services through the Platform. |
| Platform | As defined in section 1.1. |
| Seller | A user offering an animal or a service through the Platform. Products are sold only by Wow Pets Palace (section 11.2). |
| Third-Party Offering | Any animal, service or Listing offered by a user other than Wow Pets Palace. |
| User Content | Content you upload, post, submit or transmit through the Platform. |
| Trader | A Seller acting for purposes relating to their trade, business, craft or profession. |
| Consumer | An individual acting for purposes outside their trade, business, craft or profession. |
3.1.1 You must be at least 18 years old and have the legal capacity to enter into a binding contract.
3.1.2 The Platform is for adults. We do not offer accounts to anyone under 18, in any form, and we do not direct the Platform to children.
3.1.3 You may not hold an Account if you have previously been removed from the Platform, or if you are barred from using the Platform under the law of your country.
3.1.4 One person, one Account. You may not create an Account for someone else, or let anyone else use your Account.
3.1.5 You may not create or use an Account on behalf of a person under 18, or allow a person under 18 to use your Account.
3.2.1 You are responsible for keeping your login details confidential and for activity that occurs under your Account.
3.2.2 Tell us immediately at support@wowpetspalace.com if you believe your Account has been accessed without your permission.
3.2.3 You will not be held responsible for unauthorised use of your Account where the unauthorised use was not caused by your failure to take reasonable care, to the extent required by applicable law.
3.3.1 This section is important. Different levels of checking apply to different users, and we describe them accurately rather than in a way that might make you feel more protected than you are.
3.3.2 What "verified" means here. A verified user is one whose email address has been confirmed and who appears to be a real, actual user of the Platform rather than an automated or duplicate account.
3.3.2.1 That is the whole of it. Verification confirms that someone controls that email address and that the account appears genuine. It confirms nothing else whatsoever.
3.3.2.2 We do not check criminal records, and we make no guarantee about any user's background, history, character, honesty or suitability.
3.3.3 Pet Sitters and Sellers are additionally asked to provide identity documents, which we review before their listing goes live.
3.3.3.1 What that review is, in plain terms. We look at the documents provided and check that they appear consistent with the account details. We are not a document verification service. We do not use forensic authentication, we do not check documents against government registers, and we cannot guarantee that a document is genuine or belongs to the person who sent it.
3.3.4 A "verified" badge or similar indicator on the Platform means only that the checks described above have been completed. It does not mean, and you must not assume, that we have verified any of the following:
3.3.5 You remain responsible for satisfying yourself about any person you deal with through the Platform. Section 8 sets out safety steps we strongly recommend.
4.1.1 The Platform is designed for adults and is not directed to children. You must be 18 or over to hold an Account (section 3.1).
4.1.2 We do not knowingly collect personal data from anyone under 18.
4.2.1 When you register you must confirm that you are 18 or over.
4.2.2 Giving false information about your age is a breach of these Terms and will result in termination of your Account.
4.3.1 If we become aware, or have reasonable grounds to believe, that an Account is held by or used by a person under 18, we will:
4.3.2 We do not require the person to prove their age before we act. Where there is a credible signal that a user is under 18, we suspend first.
If you believe someone under 18 is using the Platform, tell us at safety@wowpetspalace.com. We treat these reports as a priority.
5.1.1 Read this section carefully. It determines who you have a contract with, who is responsible if something goes wrong, and what rights you have.
5.1.1.1 We are a retailer, not a manufacturer. We do not manufacture any product we sell. Every product is sourced from third-party manufacturers and suppliers, and product specifications and performance claims come from them.
5.1.2 Where we are the seller - products. We sell every product on the Platform, including pet products, accessories, food, GPS Devices and the GPS Service. We are your counterparty for those, and only those.
5.1.2.1 Because we are the seller, you have the rights the law of your country gives you against a seller, and the rights set out in our Refund and Returns Policy.
5.1.2.2 Those rights are not unlimited. What we are responsible for, what we are not, and the limits that apply are set out in section 20 (Disclaimers), section 21 (Limitation of Liability), section 10.3 (what we do not guarantee about GPS) and the Refund and Returns Policy. Read those sections - they define the scope of our responsibility, and they apply to everything in this section 5.1.2.
5.1.2.3 In particular, and subject to section 21.5, we are not responsible for loss that was not reasonably foreseeable, for loss of profit or business, for loss or injury to an animal not caused by our breach or negligence, or for loss arising from your reliance on GPS location data.
5.1.3 Where we are the platform - animals and pet sitting. For Third-Party Offerings - animals listed by other users, and pet sitting services offered by Pet Sitters - you contract with that user, not with us. We provide the venue, the tools and the messaging. We are not the seller, buyer, breeder, adopter, veterinarian, pet sitter, transporter, shelter, transport operator, insurer or service provider.
5.1.4 Every Listing identifies who is offering it. Products are offered by us. Animals and pet sitting are offered by other users, and the Listing identifies them.
5.1.5 Third-party product sellers. We do not currently allow other users to sell products through the Platform. If we introduce this, we will update these Terms, tell you clearly on each Listing who the seller is and whether they are a Trader, and set out the rights that apply.
5.2.1 We do not own, possess, inspect, examine, house, transport or take custody of any animal listed by another user.
5.2.2 We do not verify the accuracy of Listings beyond the checks described in section 3.3.
5.2.2.1 Publication of a Listing does not constitute an endorsement, certification, verification, approval, recommendation or guarantee by Wow Pets Palace, unless we expressly state otherwise on that Listing. A Listing appearing on the Platform means only that a user submitted it and it was not removed. It means nothing more.
5.2.3 We do not guarantee that any transaction will complete, that any user will perform their obligations, or that any animal or product will meet your expectations.
5.3.1 Nothing in this section 5 limits any responsibility we have as an operator of an online marketplace under the law that applies to you, or affects rights you have against us that cannot be excluded or limited by agreement. Annexes A and B set these out.
5.3.2 In particular, where the law of your country makes an online marketplace responsible for certain matters regardless of who the seller is, that law applies and this section does not displace it.
5.4.1 The Platform may display information about animal shelters and rescue organisations.
5.4.2 We are not affiliated with, endorsed by, partnered with, accredited by, or acting on behalf of any animal shelter or rescue organisation. We do not certify, inspect, approve or vouch for any of them.
5.4.3 Shelter information is provided for general information only and may be incomplete, outdated or inaccurate. Verify anything that matters directly with the organisation.
5.4.4 If we establish a formal relationship with a shelter in future, we will say so clearly and specifically on the relevant pages.
All Listings involving animals are subject to the Pet Marketplace Rules, which form part of these Terms and contain detailed requirements. This section sets out the core obligations.
6.2.1 Laws on the sale, transfer, breeding, adoption, keeping, import and export of animals vary enormously between countries, and often between regions within a country. Some animals may be lawfully sold in one place and unlawfully in another. Some sales require a licence. Some require the animal to be identified and registered before transfer.
6.2.2 We make no representation that any particular animal transaction is lawful in your location or the other party's location. You are responsible for identifying and complying with the law that applies to you.
6.2.3 Both Sellers and Buyers must comply with all applicable law, including animal welfare, licensing, identification and registration, breeding, transport, import/export, endangered species and public health law.
You must not use the Platform for, or in connection with:
6.4.1 Every animal Listing must be accurate, complete and not misleading, and must include the information required by the Pet Marketplace Rules.
6.4.2 Depending on the animal, your location, and the Buyer's location, you may be required to provide and display: identification or microchip number, registration details, country and date of birth, breed, vaccination and health records, and your licence or registration number as a seller or breeder.
6.4.3 We may require this information before a Listing is published, may refuse to publish a Listing without it, and may remove a Listing that lacks it.
6.5.1 An Adoption Listing is a Listing offering an animal for adoption or rehoming.
6.5.2 An Adoption Listing is not a way to avoid the rules that apply to sales. Where a fee, "rehoming fee", donation or other payment or benefit is required or expected in exchange for the animal, the Listing is treated as a sale Listing under these Terms and the Pet Marketplace Rules, and all requirements applying to sales apply to it.
6.5.3 We may recategorise or remove any Adoption Listing that we reasonably consider to be a disguised sale.
6.6.1 At present, we do not process payment for any animal. Payment for an animal is a matter between the Buyer and the Seller, arranged and completed outside the Platform.
6.6.2 We charge users for our own services - such as listing, promotion or subscription fees - where stated. Any such fee is a fee for our service and is not a share of, or a commission on, the price of any animal.
6.6.3 If we change this in future, we will update these Terms, give notice, and make the change clearly before it applies to you.
6.7.1 We strongly recommend that you see an animal in person, at the place where it is kept, before agreeing to acquire it, and that you meet the animal with its mother where it is a puppy or kitten.
6.7.2 Never arrange to meet anyone through the Platform on behalf of, or together with, a person under 18.
6.7.3 Section 8 sets out further safety guidance. We are not present at, and take no responsibility for, any meeting between users.
7.1.1 Pet Sitters are independent users, not our employees, workers, agents, partners or contractors. We do not employ, engage, supervise, direct, train, schedule or control them.
7.1.2 When you book a Pet Sitter, the contract for pet care is between you and the Pet Sitter. We are not a party to it.
7.1.3 We do not provide pet sitting services ourselves unless a service is expressly identified on the Platform as provided by Wow Pets Palace.
A Pet Sitter must:
A pet owner must:
7.3.1 Failing to disclose a known history of aggression or a known health risk is a serious breach of these Terms and may result in termination, and may make you liable to the Pet Sitter.
7.4.1 Neither we nor the Platform is an emergency service. Do not use the Platform to report an emergency. Contact a veterinarian or the emergency services directly.
7.4.2 In an emergency, the Pet Sitter should obtain veterinary attention and inform the owner as soon as reasonably possible.
7.5.1 Cancellation terms are whatever the owner and the Pet Sitter agree between themselves. We do not set them. Agree them clearly, in writing, before the booking starts.
7.5.2 We do not take payment for pet sitting. Payment is arranged and made directly between the owner and the Pet Sitter, outside the Platform. We never hold the money, we cannot refund it, and we cannot intervene in a payment dispute about it.
7.5.3 Disputes are primarily between the owner and the Pet Sitter. We may, but are not obliged to, assist. Where we operate a dispute process, it is described at support@wowpetspalace.com.
7.5.4 Consumers retain any statutory cancellation and refund rights that apply - see Annexes A and B.
7.6.1 We do not provide, arrange or require insurance of any kind - not for Pet Sitters, not for pet owners, and not for animals. No booking made through the Platform is insured by us.
7.6.2 You should satisfy yourself about insurance before booking or accepting a booking.
Nothing in this section 7 excludes or limits liability for death or personal injury caused by negligence, for fraud, or any other liability that cannot be excluded or limited under the law that applies to you.
8.1 Because we do not control the people you meet through the Platform, the following matter:
8.2 Report concerns through the reporting tools on the Platform, or to safety@wowpetspalace.com. Report suspected criminal activity, animal cruelty or immediate danger to the police or relevant authority as well.
9.1.1 You can create profiles for your animals and record information including vaccinations, medical notes, allergies, special needs, diet, weight, height and other physical statistics.
9.1.2 These records are private by default. They are visible only to you unless you choose to make specific information public.
9.1.3 You control what becomes public. You can change visibility at any time in your Account settings.
9.1.4 Think before you make information public. Information about your animal can reveal information about you - where you live, when you are away, your routine, and sometimes information about your own health or household. Once information has been public, others may have seen, copied or shared it, and we cannot retrieve it.
9.1.5 Do not enter information about other people into pet records. These fields are for information about your animal. Do not enter health information, contact details or other personal information about yourself, family members or anyone else.
9.2.1 We do not provide veterinary advice, diagnosis, treatment, prescriptions, veterinary services, or emergency medical advice, and nothing on the Platform is a substitute for them.
9.2.2 Articles, breed information, health guides, matching suggestions, care tips and similar content are general information only. They are not tailored to your animal and may not be accurate, complete or current.
9.2.3 Breed information describes general tendencies. Individual animals vary. Do not rely on breed information to predict the temperament, health or suitability of a particular animal.
9.2.4 Always consult a qualified veterinarian about your animal's health, and immediately if your animal is unwell, injured or behaving unusually. Never delay seeking veterinary advice because of something you read on the Platform.
9.2.5 Record-keeping features are a convenience for organising information you enter. They do not check, validate or interpret that information, and are not a medical records system.
9.2.6 Some of our content is produced with the help of artificial intelligence. Our articles and breed information are partly generated or assisted by AI tools and then published by us.
9.2.6.1 AI-generated content can be wrong, incomplete or out of date, and it can state inaccurate information confidently. Treat it with particular caution.
9.2.6.2 It is general information only. It is never a substitute for advice from a qualified veterinarian, and you should not rely on it to make decisions about your animal's health, breeding, diet or care.
9.2.6.3 If you spot something inaccurate, please tell us at support@wowpetspalace.com so we can correct it.
10.1.1 We supply GPS Devices and, separately, the subscription GPS Service that transmits and displays location information.
10.1.2 Both are Our Products. We are your counterparty for both.
10.1.3 The GPS Device requires a working physical SIM and mobile network coverage to transmit location. Without them, it cannot report location.
10.2.1 The GPS Service is not an emergency system, a rescue service, a security system, a containment system, or a substitute for supervising and securing your animal.
10.2.2 Do not rely on it as the only means of keeping your animal safe. Use collars and identification tags, keep microchip registration details current, secure your home and garden, and supervise your animal appropriately.
10.2.3 If your animal is lost, contact local shelters, veterinary practices, the microchip registry and relevant authorities. Do not wait for or depend on tracking data.
10.3.1 GPS tracking is a technology-dependent service and is not guaranteed to operate continuously or accurately.
10.3.1.1 Location information should be treated as an estimate, not as a guaranteed precise location. It tells you approximately where the device reported itself to be, at the time it reported. It does not tell you with certainty where your animal is now.
10.3.1.2 We do not guarantee continuous, uninterrupted, real-time or accurate location reporting, and we do not guarantee that any particular location reading is correct.
10.3.2 Under suitable conditions, accuracy is typically in the region of 5 to 10 metres. This is an indication, not a promise. Accuracy is often materially worse indoors, underground, in dense urban areas, or in poor signal conditions.
10.3.3 Location is updated approximately every 2 to 4 seconds by default, depending on your settings, the device, and network conditions. Update frequency may be lower, and may stop entirely.
10.3.4 Accuracy and availability are affected by matters largely outside our control, including: satellite visibility; buildings, terrain, vegetation and other obstructions; indoor and underground environments; mobile network coverage, congestion and outages; SIM service, suspension or roaming limitations; device condition, damage, water ingress and battery level; weather and environmental conditions; and hardware or software faults.
10.3.5 The Platform may flag location data that appears potentially inaccurate. This is a helpful indicator, not a reliable check. Absence of a flag does not mean data is accurate.
10.3.6 Battery life varies with update frequency, signal conditions, temperature and use. We do not guarantee any particular battery life.
10.3.7 The GPS Service depends on third-party mobile networks, satellite systems and infrastructure that we do not control.
10.4.1 We do not manufacture GPS Devices. Where a device carries a warranty, that warranty is given by the manufacturer, on the manufacturer's terms.
10.4.2 The warranty for each device - its length, what it covers and what it excludes - is stated on that device's product page. Check it before you buy. Warranty periods for GPS Devices are typically around 12 months from delivery, but the product page governs.
10.4.3 Warranties generally do not cover misuse, accidental damage, water damage beyond any stated rating, damage caused by the animal, unauthorised repair or modification, use of non-approved chargers or accessories, normal wear, battery capacity decline through normal use, incorrect fitting, or loss or theft. The product page sets out the exclusions that apply.
10.4.4 Claim through us, not the manufacturer. You pay the cost of sending the device to us; we pay the cost of returning a repaired or replaced device to you. The Refund and Returns Policy sets out the detail.
10.4.5 This warranty is in addition to, and does not affect, your statutory rights. In the EU/EEA and UK in particular, you have legal guarantee rights against us that exist independently of any manufacturer's warranty, last at least two years, and are free of charge. Where your statutory rights give you more than the warranty, your statutory rights apply.
10.5.1 Price. The GPS Service costs approximately €5 per month, or the price shown on the product or pricing page when you subscribe. The price shown at the point of purchase is the price that applies.
10.5.2 Billing. Charged monthly in advance to your chosen payment method from the start date, until cancelled.
10.5.3 Renewal. The subscription renews automatically each month unless cancelled. We will tell you clearly before you subscribe that it renews automatically, and how to cancel.
10.5.4 Cancellation. You may cancel at any time through your Account settings, without giving a reason and without contacting support. Cancellation takes effect at the end of the current billing period. You keep access until then.
10.5.5 Failed payment. If payment fails, we will attempt to contact you and may retry. We may suspend the GPS Service after 7 days and terminate the subscription after 30 days. Suspension means location will not be transmitted or displayed.
10.5.6 Price changes. We may change the price. We will give at least 30 days' notice before a change takes effect, and the new price will apply only from the next billing period after the notice. You may cancel before it takes effect. Where your local law requires longer notice or your express agreement, that requirement applies.
10.5.7 Taxes. Prices are stated inclusive or exclusive of tax as shown at checkout. Where we are required to charge VAT or sales tax, it will be shown before you pay.
10.5.8 Trials. We do not currently offer a free trial. If we introduce one, its terms, including what happens when it ends, will be stated clearly before you sign up.
10.5.9 Statutory cancellation rights. Consumers have statutory cancellation rights in addition to the above - see Annexes A and B. Nothing in this section limits them.
10.6.1 You control location functions in your Account settings, including: turning tracking on and off; turning location sharing on and off; who can see location; whether your pet appears in nearby-pet search; and deleting location history.
10.6.2 Location sharing is off by default. It is enabled only if you turn it on.
10.6.3 Where you make a pet's location visible to others, we reduce the precision of the location shown publicly. We do not publish your pet's exact coordinates to other users.
10.6.5 Location history is retained for up to approximately 4 months, or a shorter period you select where the settings allow. You can delete location history at any time. The Privacy Policy sets out full detail.
10.7.1 Our product is designed and sold for one purpose only: tracking pets. GPS Devices and the GPS Service are for tracking your own animal, where you have the right to do so. They are not designed, tested, approved or sold for tracking anything else.
10.7.2 You must not use them to monitor, follow, locate or surveil any person, whether directly or by attaching a device to a person, a person's property, or an animal in order to track its keeper.
10.7.3 Doing so may be a criminal offence. It is a serious breach of these Terms and will result in immediate termination and may be reported to the authorities.
11.1.1 Listings for Our Products are an invitation to treat. Your order is an offer. A contract forms when we send you an order confirmation or dispatch the goods, whichever we state at checkout.
11.1.2 We may decline an order, including where an item is unavailable, where there is a pricing or description error, where we suspect fraud, or where we cannot lawfully supply to your location.
11.1.3 Where a manifest pricing error occurs, we are not obliged to supply at the incorrect price. We will contact you and you may confirm at the correct price or cancel for a full refund.
11.1.4 Product images and descriptions are indicative. Colours vary between screens.
11.2.1 We sell every product on the Platform. We do not currently allow other users to sell products through it.
11.2.2 If we introduce third-party product selling in future, we will update these Terms before it starts and will, at minimum: identify the seller on every Listing; tell you whether that seller is a Trader or not, based on their declaration to us; and tell you clearly where a seller is not a Trader that consumer protection law does not apply to your contract with them - meaning you would not have the statutory rights of withdrawal, conformity guarantees and remedies for faulty goods that you have when buying from a business.
11.2.3 This section does not affect animal listings or pet sitting, which are offered by other users and are dealt with in sections 6 and 7.
11.3.1 We accept the payment methods shown at checkout. These currently include card payment through Stripe and payment through PayPal.
11.3.1.1 Cash on delivery is available in Albania only. It is not offered in any other country. If you are ordering from outside Albania you must pay online at checkout.
11.3.2 Payments are processed by third-party payment providers under their own terms and privacy policies. We do not intentionally store full payment card details.
11.3.3 By paying, you confirm you are entitled to use the payment method.
11.3.4 Who receives your money. We do. Because we are the seller of every product, payment for products and for the GPS Service is taken by us through our payment providers, and we issue any refund in accordance with the Refund and Returns Policy.
11.3.5 We do not take payment for animals. Payment for an animal is arranged directly between buyer and seller, outside the Platform. We never hold that money and cannot refund or reverse it (section 6.6).
11.3.6 Pet sitting. We do not take payment for pet sitting. Payment is arranged directly between the owner and the Pet Sitter, outside the Platform.
11.4.1 Prices include or exclude tax as shown at checkout.
11.4.2 For cross-border orders, import duties, taxes and customs charges may apply and are your responsibility unless we state otherwise at checkout.
11.4.3 Where we are required to charge VAT or sales tax, it is shown at checkout before you pay.
11.5.1 We ship to Albania and to countries in the EU/EEA. We do not currently ship anywhere else.
11.5.1.1 Our products and services are intended for use in Albania and the EU/EEA. We may, at our discretion, decline or cancel an order where we believe it is placed for delivery or use outside those territories.
11.5.2 Delivery estimates are estimates. Where we are the seller and delivery is delayed beyond any period required by law, you have the rights set out in Annexes A and B.
11.5.3 Risk in goods passes to you when you (or someone you nominate) take physical possession of them. If you arrange your own carrier, risk passes when we hand the goods to that carrier.
11.5.4 We do not arrange, provide or facilitate the transport of live animals. Any transport of an animal is arranged between users, at their own risk, and must comply with applicable animal transport law.
Returns and refunds are governed by the Refund and Returns Policy, which forms part of these Terms. We are the seller of every product, so we handle every product return and issue every product refund. The Policy sets out your statutory rights by jurisdiction, and explains why animals and pet sitting are treated differently.
12.1.1 You own your User Content. These Terms do not transfer ownership of it to us, and we do not claim any.
12.2.1 So that we can operate the Platform, you grant us a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, adapt (for formatting, resizing and display purposes), publish, display and distribute your User Content solely to the extent reasonably necessary to:
12.2.2 The licence is limited to these purposes. It does not permit us to sell your User Content, license it to third parties for their own purposes, or use it in advertising, without your separate consent.
12.2.3 The licence applies only for as long as your User Content is on the Platform, and ends when you delete it or close your Account, except that: (a) copies may persist in backups for a limited period until overwritten in the ordinary course; (b) content shared with other users through messaging may remain in their copy of the conversation; and (c) we may retain copies where required by law or for the establishment or defence of legal claims.
12.2.4 Where you have made content public and others have copied or reshared it, we cannot remove those copies.
You confirm that, for everything you upload:
12.4.1 Some content is public by default (Listings, reviews, public profiles). Some is private by default (pet health records, messages, account details).
12.4.2 Each area of the Platform indicates its visibility, and you can change it in your settings where the feature allows.
12.4.3 Treat anything public as potentially permanent and visible to anyone.
If you send us suggestions about the Platform, we may use them without obligation or payment. This does not apply to your User Content.
We may remove, disable access to, restrict the visibility of, demote, or refuse to publish Content, and may suspend or terminate Accounts, where we reasonably consider that the Content or conduct:
13.2.1 You can report Content or conduct using the reporting tools on the Platform, or by contacting report@wowpetspalace.com.
13.2.2 Reports should identify the Content, explain why you consider it unlawful or in breach, and give your contact details where you want a response.
13.2.3 We review reports and take action where appropriate.
13.2.4 Deliberately false or abusive reports are a breach of these Terms.
13.3.1 Where we remove or restrict your Content or your Account, we will tell you and explain why, unless we are prevented from doing so by law or where doing so would compromise the prevention or investigation of crime.
13.3.2 Our statement of reasons will identify what was actioned, the ground relied on, whether automated means were used, and how to challenge the decision.
13.3.3 You can challenge a decision by contacting appeals@wowpetspalace.com. We will review and tell you the outcome.
13.3.4 Users in the EU have additional rights set out in Annex A.
We use a combination of automated tools and human review. Automated tools can make mistakes. Where an automated decision significantly affects you, you can ask for human review.
13.5.1 We do not generally monitor Content, and we are not obliged to actively look for unlawful activity.
13.5.2 Removing some Content does not mean we have reviewed all Content, and does not make us responsible for Content we have not reviewed.
13.5.3 Nothing in this section affects our obligations under applicable law, or our right to act on Content we become aware of.
14.1.1 The Platform and everything in it other than User Content - including the name "Wow Pets Palace", our logo, branding, software, source code, design, layout, databases, original articles, breed guides, graphics, illustrations, video and audio - is owned by us or licensed to us and is protected by intellectual property law.
14.1.2 You may use the Platform for its intended purpose. You may not copy, reproduce, distribute, modify, create derivative works from, publicly display, frame, scrape, data-mine, reverse engineer, or otherwise exploit it, except as permitted by these Terms or by law.
14.1.3 You may not use our Content to train machine learning or AI models without our express written permission.
14.1.4 You may not use our name, logo or branding without our written permission.
14.2.1 If you believe Content infringes your copyright, send a notice to legal@wowpetspalace.com, including:
14.2.2 We will remove or disable access to Content in response to valid notices and may terminate repeat infringers.
14.2.3 If your Content was removed and you believe this was wrong, you can send a counter-notice with equivalent information.
14.2.4 Users in the USA: see Annex C for the DMCC procedure. Users in the EU: see Annex A.
15.1 You may leave reviews only where you have genuine experience of the transaction, animal, product or service reviewed.
15.2 Reviews must be honest, based on your own experience, and must not contain false statements, personal data about others, abuse, or irrelevant material.
15.3 The following are prohibited: fake reviews; reviews written or commissioned in exchange for payment or benefit; reviews of your own Listings or Account; reviews left to manipulate ratings; coordinated review activity; and pressuring another user to change or remove a review.
15.4 We publish reviews as we receive them. We do not remove or hide genuine negative reviews because they are negative. We remove reviews that breach these Terms.
15.5 How we make sure reviews are genuine. You can only leave a review for an order that has been delivered to you. Reviews are tied to a completed, delivered order in our records. We do not accept reviews from users who have not purchased and received the item, and we do not publish unverified reviews.
16.1 Messaging is provided for communication about Listings, transactions and services on the Platform.
16.2 You must not use messaging to: harass, threaten or abuse; send spam or unsolicited marketing; conduct scams or fraud; move a transaction off-Platform in order to avoid our rules; send unlawful or inappropriate content; or contact anyone who has asked you to stop.
16.3 Messages are private between participants, but we may access, review and retain them where necessary to investigate a report, comply with law, prevent fraud or harm, or enforce these Terms. The Privacy Policy explains this.
16.4 If another user tells you they are under 18, or you believe they are, stop the conversation and report it to us immediately (section 4.4).
16.5 Report abusive messages using the in-message reporting tool.
17.1 Pet Cinema displays video content uploaded by users and, where indicated, by us.
17.2 User-uploaded video is User Content and is subject to sections 12 and 13 and the Acceptable Use and Community Guidelines.
17.3 You must not upload video that: shows animal cruelty, abuse, neglect, fighting or distress; is sexual, violent or graphic; infringes copyright, including in music or footage; shows identifiable people without their consent; or shows children.
17.4 We may remove video, and may limit length, size, format and volume.
You must not:
19.1.1 You can close your Account at any time by Settings → Account → Delete my account or by contacting support@wowpetspalace.com.
19.1.2 Closing your Account does not automatically cancel a GPS subscription - cancel that separately, or tell us to cancel it, so that billing stops.
19.1.3 Closing your Account does not end obligations already incurred, including to complete a transaction or to pay amounts owed.
19.2.1 We may suspend or terminate your Account, or restrict access to features, where:
19.2.2 Where reasonably possible and lawful, we will give notice and an opportunity to remedy before terminating for breach. We may act immediately, without prior notice, where there is a risk of serious harm to a person or animal, a risk of significant harm to the Platform or other users, suspected serious criminal activity, or a legal requirement.
19.2.3 We will tell you the reason for suspension or termination and how to challenge it, unless prevented by law (section 13.3).
19.3.1 On termination: your right to use the Platform ends; your Listings may be removed; the licence in section 12.2 ends in accordance with 12.2.3.
19.3.2 Sections that by their nature should survive - including sections 12.5, 14, 20, 21, 22, 24, 25, 26 and 27 - survive termination.
19.4.1 When your Account is deleted, we delete or anonymise your personal data, except where we must keep it.
19.4.2 We will generally complete deletion within 30 days of your request, and will remove data from live systems first.
19.4.3 We cannot promise instant, complete and irreversible erasure from every system. Backups are overwritten on a rolling cycle rather than edited, so residual copies may persist for a limited period before being overwritten in the ordinary course. During that period they are not used for any purpose.
19.4.4 We may retain specific data where we have to, including for: legal and regulatory obligations; accounting and tax records; fraud prevention and security; resolving disputes; establishing, exercising or defending legal claims; enforcing our terms; and complying with orders.
19.4.5 The Privacy Policy sets out retention periods in detail.
20.1 This section is limited by section 20.5 and by Annexes A and B. Read section 20.5.
20.2 Except as expressly stated in these Terms, and to the extent permitted by law, the Platform is provided "as is" and "as available". We do not guarantee that it will be uninterrupted, error-free, secure, or free of harmful components, or that defects will be corrected.
20.3 We do not endorse, guarantee or take responsibility for:
20.4 Links to external websites are provided for convenience. We do not control them and are not responsible for them.
20.5.1 Nothing in this section 20 or anywhere in these Terms:
20.5.2 Where any part of these Terms would have that effect, it does not apply to you to that extent.
21.1 This section is limited by section 21.5 and by Annexes A and B.
21.2 Subject to section 21.5, we are not liable for:
21.3 Subject to section 21.5, our total liability arising out of or in connection with these Terms is limited to the greater of:
21.4 Where you are not a consumer, our liability is limited as set out in 21.2 and 21.3, and you agree that this allocation of risk is reasonable given the nature of the Platform and the fees charged.
21.5.1 Section 21 does not exclude or limit:
21.5.2 If you are a consumer, the caps in section 21.3 do not apply to claims arising from our supply of Our Products or the GPS Service to you. Your remedies for those are the statutory remedies described in the Annexes and the Refund and Returns Policy.
22.1 If you are not a consumer, you agree to indemnify us against losses, liabilities, costs and reasonable legal fees arising from: your breach of these Terms; your User Content; your Listings; your transactions with other users; and your breach of any law.
22.2 This section does not apply to consumers.
22.3 We will notify you promptly of any claim, will not settle without your consent (not to be unreasonably withheld), and will allow you to participate in the defence.
23.1 We are not liable for failure or delay in performing our obligations caused by events beyond our reasonable control, including natural disasters, epidemics, war, terrorism, civil unrest, government action, strikes, failures of telecommunications or internet infrastructure, power failures, and failures of third-party services on which the Platform depends.
23.2 Where such an event continues for more than 30 days, either party may terminate the affected contract, and we will refund amounts paid for services not provided.
23.3 This section does not affect your statutory rights, including any right to a refund where we cannot supply what you paid for.
24.1 We may change these Terms, for example to reflect changes in law, in our services, or in how the Platform works.
24.2 For changes that are material or disadvantageous to you, we will give at least 30 days' notice by email and on the Platform before they take effect.
24.3 Minor changes - corrections, clarifications, changes that do not affect your rights - may take effect immediately on posting.
24.4 If you do not accept a change, you may close your Account before it takes effect. Continuing to use the Platform after it takes effect means you accept it.
24.5 Changes do not apply retroactively to transactions already completed.
24.6 We will keep previous versions available at https://wowpetspalace.com/terms/archive.
25.1.1 If you have a problem, contact us at legal@wowpetspalace.com or support@wowpetspalace.com. Most issues are resolved quickly.
25.1.2 We aim to acknowledge within 2 working days and to respond substantively within 10 working days.
25.1.3 This is a first step, not a barrier. It does not prevent you from going to court or to a consumer body at any time.
25.2.1 Disputes about Third-Party Offerings are primarily between you and the other user.
25.2.2 We may assist but are not obliged to, and we are not an arbitrator. Where we offer a dispute process, using it does not affect your legal rights.
See the Annex that applies to you. Consumers can always bring proceedings in the courts of the country where they live.
26.1 These Terms are governed by the law of the Republic of Albania.
26.2 This does not take away protections you have under the law of the country where you live. If you are a consumer and you live in a country where activity is directed by us, you keep the benefit of any mandatory consumer protection rules of that country that cannot be excluded by agreement, and those rules apply in addition to, and where more favourable in place of, Albanian law.
26.3 Subject to 26.4, the courts of Albania have jurisdiction.
26.4 If you are a consumer, you may bring proceedings in the courts of the country where you live, and we will bring proceedings against you only in the courts of the country where you live.
26.5 If you are not a consumer, the courts of Albania have exclusive jurisdiction.
27.1 Severability. If any provision is held invalid or unenforceable, the rest continues in force, and the invalid provision is replaced by, or read down to, the nearest valid provision that achieves the intended commercial effect.
27.2 Entire agreement. These Terms and the documents in section 1.5 are the whole agreement between us about the Platform. This does not exclude liability for fraudulent misrepresentation, and does not affect your statutory rights.
27.3 No waiver. If we do not enforce a right, that is not a waiver of it.
27.4 Assignment. You may not transfer your rights under these Terms without our consent. We may transfer ours in connection with a merger, acquisition or reorganisation, provided this does not reduce your rights. We will notify you.
27.5 No partnership or agency. Nothing creates a partnership, joint venture, agency or employment relationship between us.
27.6 Third parties. Except as stated, no one other than you and us has rights under these Terms.
27.7 Language. These Terms are provided in English, and the English version governs.
27.8 Notices. We will contact you at the email address on your Account. Contact us at legal@wowpetspalace.com.
Wow Pets Palace Wow Pets Palace Rruga Irfan Tomini, Tirana 1001, Albania
General and legal: legal@wowpetspalace.com Support: support@wowpetspalace.com Privacy: legal@wowpetspalace.com Reporting illegal content: report@wowpetspalace.com
Company registration: [REGISTRATION NUMBER - SEE NOTE] VAT: [VAT NUMBER - SEE NOTE]
A.1 These terms apply in addition to the main body if you are a consumer resident in the EU or EEA. Where they differ, these prevail.
A.2.1 You have 14 days to withdraw from a distance contract with us, without giving a reason, starting from delivery of goods or conclusion of a services contract.
A.2.2 To withdraw, tell us clearly before the period ends, by email to returns@wowpetspalace.com or using the model withdrawal form at https://wowpetspalace.com/withdrawal-form.
A.2.3 We will refund all payments received, including standard delivery costs, within 14 days of being informed, using the same payment method unless you agree otherwise. For goods, we may withhold the refund until we receive the goods or proof of return.
A.2.4 You bear the direct cost of returning goods unless we tell you otherwise and are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
A.2.5 Exceptions. The right of withdrawal does not apply to certain contracts, including: goods made to your specifications or clearly personalised; sealed goods unsealed after delivery which are not suitable for return for health protection or hygiene reasons; goods which by their nature become inseparably mixed with other items; and goods liable to deteriorate or expire rapidly. Whether an exception applies to a particular item is set out in the Refund and Returns Policy.
A.2.6 Services and digital content. Where you ask us to begin a service during the withdrawal period and then withdraw, you pay a proportionate amount for what was supplied. For digital content supplied immediately, you lose the right of withdrawal only if you gave express prior consent and acknowledged that you lose it - and we will ask for both explicitly.
A.3.1 We are liable to you for any lack of conformity of goods existing at delivery which becomes apparent within at least two years. Some Member States provide longer - the longer period applies.
A.3.2 During the first 12 months (longer in some Member States), any lack of conformity that becomes apparent is presumed to have existed at delivery unless we prove otherwise.
A.3.3 Your remedies are repair or replacement and, where those are not possible, disproportionate, or not carried out within a reasonable time or without significant inconvenience, a price reduction or termination with a refund.
A.3.4 Equivalent conformity rights apply to digital content and digital services, including the GPS Service, together with a right to updates for the period you would reasonably expect.
A.3.5 These rights are free of charge and are additional to any commercial warranty, including the GPS Device warranty in section 10.4.
Any term of these Terms that is unfair within the meaning of Directive 93/13/EEC as implemented in your country is not binding on you.
A.5.1 Where we restrict your Content or Account, you will receive a statement of reasons.
A.5.2 You may challenge the decision by contacting appeals@wowpetspalace.com.
A.5.3 You may also refer the dispute to a certified out-of-court dispute settlement body in your Member State, and you may complain to the Digital Services Coordinator of the Member State where you are established or located.
A.5.4 Nothing here prevents you from going to court.
A.6.1 You may contact a consumer body or an alternative dispute resolution entity in your country. We are not currently signed up to any ADR scheme, which does not affect your right to use one or to go to court.
A.6.2 You can also contact your national consumer authority or a European Consumer Centre, which can advise on cross-border purchases.
Our establishment in the Union is Estonia. You can reach us on any matter at legal@wowpetspalace.com.
B.1 These terms apply in addition to the main body if you are located in Albania. Where they differ, these prevail.
B.2 This Annex must set out, at minimum: