Terms and conditions

Last updated: 26 August 2026 · Version 1.1

1. Who we are

In these terms, "we" or "DigiPaws" means the business above, and "you" or "the customer" means whoever places an order. We are established in the Netherlands and sell internationally.

2. When these terms apply

These terms apply to every order placed through getdigipaws.com. By ticking the box at checkout, you accept them. Anything agreed differently applies only if we have confirmed it to you in writing (email is enough).

3. What you are buying

You are buying a set of digital portraits of your pet, generated with artificial intelligence from the photos you upload yourself. How many portraits and how many styles depends on the package you choose; that is stated clearly at checkout.

You receive digital files by email only. Nothing is shipped physically and nothing is printed.

Because this is generative technology, every portrait is unique and not exactly predictable. The examples on the site show the style, not a guaranteed outcome. We commit to making a real effort to deliver a result in which your pet is clearly recognizable; that is an obligation of effort, not a guarantee of a specific image. The happiness guarantee in clause 9 stands against that.

4. Prices and payment

All prices on the site include applicable taxes and are set in euros. If your visit shows the price in your own currency, that converted figure is indicative; the final amount and currency appear on Stripe's payment page before you confirm.

You pay at the time of ordering. We accept card, Apple Pay, Google Pay, iDEAL and Bancontact among others, depending on your country. Payment is handled by Stripe; we never receive your payment details.

The contract is formed the moment your payment is confirmed to us. You receive a confirmation email immediately afterwards.

If you are buying from outside the European Union, any import duties or local taxes are not applicable — these are digital files with no physical shipment — but you remain responsible for any charges your own bank or card issuer applies for a foreign-currency transaction.

5. Delivery

We deliver within 24 hours of your payment being received, by email, to the address you gave when ordering. In practice it is usually done within a few hours.

Please check your email address carefully. If the email does not arrive because of a typo or a full mailbox, check your spam folder first and then email us — we will resend it at no cost.

The download links in the delivery email stay live for 30 days. Save your portraits within that window; after that we delete them permanently, as described in the privacy policy.

6. The photos you supply

By uploading photos you confirm that:

• you hold the rights to those photos, or have permission from whoever took them;
• no other identifiable people appear in them without their permission;
• the photos contain nothing unlawful.

We use your photos solely to fulfil your order. We never use them for another customer, and we do not publish them without your separate permission.

We may decline an order and refund it in full if the material supplied is unusable — for example too indistinct, of a different species than the one selected, or in breach of the above.

7. Right of withdrawal — important

Payment is the single decisive moment. You upload photos and choose a style without paying anything and without entering into a contract; nothing is produced at that stage and nothing is owed. The contract is formed when you pay, and production of your portraits begins in the same moment. That is what the exclusion in this clause attaches to — and because no earlier stage produces anything, there is no partial delivery and no separate point at which a cooling-off period could have started.

At checkout you explicitly tick that you understand this and that you agree to us starting the final production immediately. In doing so you knowingly waive your right of withdrawal from the moment that production starts. Without that tick we cannot accept the order.

If you are ordering from outside the EU, no equivalent statutory cooling-off right applies, but everything else in these terms — including the happiness guarantee — applies to you in exactly the same way.

If production has not yet started — for instance if payment has arrived but our system has not begun generating — you can still cancel. Email info@getdigipaws.com as soon as possible with your order number, and we refund the full amount.

None of this affects your other statutory rights, including your right to a product that conforms to what you could reasonably expect. If we deliver something that falls short of that, you keep your right to repair, replacement or a refund.

8. What happens if a generation fails

Sometimes something goes wrong technically in production. We fix it without you having to do anything. Here is how it works:

1. Automatic retry. If the generation fails, our system restarts it automatically. That happens up to two more times after the first attempt.
2. Automatic notice if it keeps failing. If it still has not worked after those attempts, you get an email automatically. It tells you that something went wrong, that a human is looking at it, and that you will hear from us within 24 hours — with your portraits, or with a concrete proposal.
3. An internal alert at the same moment. Simultaneously an alert goes to our own team with all the technical detail, so nothing is left sitting.
4. If we cannot deliver, you get your money back. If it genuinely proves impossible to produce a usable result, we refund the full amount within 14 days, using the same payment method.

In none of these scenarios do you have to chase us. We contact you, not the other way round.

9. Happiness guarantee: two free do-overs

How it works:

• Let us know within 14 days of delivery, by replying to the delivery email or writing to info@getdigipaws.com.
• Tell us briefly what could be better — that the coat color is off, say, or that another style appeals to you more. It is not a condition, but it does make the next set better.
• You may supply different or additional photos each time, and pick different styles within your package.
• We deliver the new set within the same 24-hour window from your message.
• This guarantee applies twice per order.

We offer this guarantee voluntarily, on top of what the law requires. It is entirely separate from clause 7 and from your statutory rights: you can use it even though the right of withdrawal is excluded.

10. What you may do with the portraits

Once you have paid, you may use the portraits personally without limit: print them, frame them, set them as your wallpaper, share them on social media, give them as gifts.

Commercial use — selling them, printing them on merchandise, using them in advertising — is permitted, provided you do not present DigiPaws as the sender or maker of a competing service. If in doubt, just email us.

We may not put your generated portraits in our own shop window without your permission. If we ever ask, saying no is entirely free of consequence and changes nothing about your order.

11. Liability

We are liable for damage that is the direct result of an attributable failure on our part, up to a maximum of the amount you paid for the order in question.

We are not liable for indirect damage, consequential loss or missed savings, nor for outages at third parties such as our payment, email or AI supplier, except to the extent such an outage was within our power to prevent.

These limitations do not apply in cases of intent or deliberate recklessness on our part, nor to the extent the law does not permit them. As a consumer you always keep your mandatory statutory protection.

12. Complaints

If you have a complaint, email info@getdigipaws.com with your order number. You get a substantive reply within 5 business days, or a message telling you when to expect one if more time is needed.

If we cannot resolve it together and you are a consumer in the European Union, you may refer your complaint to the European ODR platform for online dispute resolution.

13. Governing law

Dutch law applies to all agreements with DigiPaws. Disputes are submitted to the competent court in the Netherlands, unless the law mandatorily designates another court.

If you are a consumer, this choice of law does not deprive you of the protection of the mandatory rules of the country where you habitually live, and you keep the right to bring proceedings before the court of your own place of residence.

14. Changes

We may amend these terms. For an order already in progress, the version in force when you ordered always applies. The version is stated at the top of this page.

Read the privacy policy too