Terms of Service

1. About Haven & Whiskers

Haven & Whiskers is an online retailer specializing in premium custom pet portraits and personalized keepsakes created from customer-submitted photographs.

Every product is individually produced specifically for each customer. Unlike mass-produced merchandise, our products are custom-made based on the unique selections you make during the ordering process.

Because every order is personalized, additional terms regarding production, modifications, cancellations, returns, and refunds apply throughout this Agreement.

2. Definitions

Artwork means the custom illustration created by Haven & Whiskers based on the photograph(s) submitted by the customer.

Artwork Preview means the optional service allowing customers to review and approve their portrait before printing.

Digital Download means the optional high-resolution digital version of the completed artwork.

Skip the Line means an optional production priority service that moves an order ahead of standard production queues. This service accelerates production only and does not guarantee a specific delivery date.

Personalized Product refers to any product manufactured specifically for an individual customer using photographs, names, text, custom options, or other personalized information.

Website means www.havenandwhiskers.com and all associated webpages operated by Haven & Whiskers.

3. Eligibility

By using this website, you represent and warrant that you are at least eighteen (18) years of age, possess the legal capacity to enter into binding contracts, provide truthful and accurate information, and will keep that information up to date. If you use this website on behalf of another person or organization, you confirm that you have authority to bind them to these Terms.

4. Acceptance of Orders

Your submission of an order constitutes an offer to purchase our products. All orders are subject to review and acceptance by Haven & Whiskers. We reserve the right to refuse, cancel, or limit any order where fraud, payment verification issues, pricing errors, technical issues, resale activity, or other violations of these Terms are reasonably suspected. Where payment has already been processed for an order cancelled by us, it will be refunded using the original payment method.

5. General Conditions

We reserve the right to modify, suspend, discontinue, or refuse access to any part of our website or services at any time. You agree not to interfere with website security, attempt unauthorized access, scrape content, upload malicious software, overload the website, or otherwise disrupt our services. Breaches of these Terms may result in suspension or permanent termination of access.

6. Website Information

We make every reasonable effort to ensure that all information presented on our website is accurate and current. However, we cannot guarantee that descriptions, pricing, availability, images, or website content will always be free from errors. We reserve the right to correct inaccuracies, omissions, or outdated information at any time, including after an order has been submitted where permitted by law.

7. Products & Services

All Haven & Whiskers products are custom-made. Slight artistic variations, colour differences due to screen calibration or printing, natural variations in framing materials, and minor manufacturing tolerances do not constitute defects. Product images illustrate our artistic style and should not be interpreted as exact representations of every finished product.

8. Product Availability

We reserve the right to discontinue products, limit quantities, substitute equivalent materials when necessary, or modify product offerings without prior notice. Where a significant change affects your order, we will contact you before production whenever reasonably possible.

9. Shopify Platform

Our online store is powered by Shopify, which provides the secure e-commerce platform through which our products and services are offered. While Shopify facilitates payment processing and website functionality, Haven & Whiskers remains solely responsible for the products sold through this website.

10. Customer Photographs

Customers are solely responsible for the photographs submitted through our website. By uploading any image, you represent and warrant that you own the image or have obtained all necessary rights and permissions to use it. You further confirm that the image does not infringe any copyright, trademark, privacy, publicity or other legal rights of any third party. Haven & Whiskers does not claim ownership of your photographs; however, you grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce and edit the images solely for the purpose of creating, producing and delivering your personalised order.

11. Photo Requirements

The quality of the finished artwork depends largely on the quality of the photographs submitted. Images should be clear, well-lit and show your pet's face without significant obstructions. If the photographs provided are unsuitable for producing a high-quality portrait, we may request replacement images before production begins. Production timelines may be extended until acceptable photographs are received.

12. Artistic Interpretation

Every portrait is individually illustrated by our artists in our signature style. By placing an order, you acknowledge that the final artwork is an artistic interpretation rather than an exact photographic reproduction. Our artists may adjust cropping, positioning, lighting, colours and composition where necessary to achieve the best possible result while remaining faithful to your pet's appearance.

13. Artwork Preview

If you purchase the Artwork Preview add-on, we will provide a digital proof of your portrait before printing. Production will not begin until you approve the artwork. Customers may request reasonable revisions until they are satisfied with the final design. Delays in responding to approval requests will delay production and delivery estimates accordingly.

14. Revisions

Artwork Preview includes unlimited revisions intended to refine the artwork within our artistic style. Requests that fundamentally alter the original photograph, require a different artistic style, or involve substantial redesigns may be declined at our discretion.

15. Multiple Pets

Our website allows customers to create portraits featuring the number of pets supported by the selected product. Requests exceeding those limits may require a bespoke quotation and cannot be guaranteed for every product.

16. Personalisation Options

Customers are responsible for carefully reviewing all selected options, including size, frame, background colour, product format, pet names and any other personalisation choices before completing checkout. Once production has commenced, modifications may no longer be possible.

17. Skip the Line

The Skip the Line service prioritises your order within our production schedule. It reduces waiting time before production begins but does not constitute an express manufacturing or guaranteed delivery service. Shipping carrier delays remain outside our control.

18. Digital Download

Where purchased, the Digital Download add-on provides a high-resolution digital copy of the completed artwork for personal, non-commercial use. Ownership of the underlying artwork and all intellectual property rights remain with Haven & Whiskers.

19. Changes and Cancellations

Orders may be modified or cancelled only before production has begun. Once artwork creation, printing or manufacturing has commenced, orders cannot generally be changed or cancelled due to the personalised nature of our products.

20. Pricing

All prices displayed on our website are shown in the currency selected at checkout. Prices may be updated from time to time without prior notice. Any changes will not affect orders that have already been accepted and paid for. Taxes, shipping charges and other applicable fees are calculated during checkout where required.

21. Payment Terms

Full payment is required before production begins. By submitting payment, you represent that you are authorised to use the selected payment method. Haven & Whiskers reserves the right to suspend or cancel orders where payment cannot be verified or is declined by the payment provider.

22. Billing Accuracy

You agree to provide complete, accurate and current billing, shipping and contact information. We reserve the right to refuse or cancel orders where inaccurate information prevents fulfilment or where fraudulent activity is reasonably suspected.

23. Production Times

Estimated production times are provided for guidance only and may vary depending on seasonal demand, order volume, artwork revisions or circumstances beyond our reasonable control. Production begins only after payment has been received and, where applicable, artwork approval has been granted.

24. Shipping and Delivery

Delivery estimates are not guaranteed. Once an order has been dispatched, responsibility for transit lies with the shipping carrier. Haven & Whiskers is not liable for delays caused by customs authorities, weather events, carrier disruptions, public holidays or other circumstances outside our reasonable control.

25. Customs and Import Duties

International orders may be subject to customs duties, taxes or import charges imposed by the destination country. Unless otherwise stated, these charges are the sole responsibility of the customer.

26. Intellectual Property

All content available on this website, including text, graphics, logos, branding, product photography, illustrations, designs, artwork, icons and software, is owned by or licensed to Haven & Whiskers and is protected by applicable intellectual property laws. No content may be copied, reproduced, distributed or used without our prior written consent.

27. Licence to Use Artwork

Subject to full payment, customers receive a personal, non-exclusive, non-transferable licence to display and enjoy the purchased artwork for private use. No ownership of copyright or other intellectual property rights is transferred to the customer.

28. Reviews and Customer Feedback

If you voluntarily submit reviews, testimonials, photographs or other feedback, you grant Haven & Whiskers permission to display and reproduce such content for marketing and promotional purposes, unless you expressly request otherwise in writing.

29. Third-Party Services

Our website may integrate services provided by third parties, including Shopify, payment processors, shipping carriers, analytics providers and marketing platforms. We are not responsible for the content, availability or policies of third-party services, which remain governed by their own terms and conditions.

30. Accuracy of Website Information

Although we make reasonable efforts to keep website content accurate and up to date, typographical errors, pricing inaccuracies, stock discrepancies or other omissions may occasionally occur. We reserve the right to correct such errors and, where legally permitted, to cancel or amend affected orders after notifying the customer.

31. Disclaimer of Warranties

Our website, products and services are provided on an 'as is' and 'as available' basis to the fullest extent permitted by law. While we strive to deliver high-quality products and an exceptional customer experience, we do not warrant that the website will always be uninterrupted, error-free, secure or free from viruses. We also do not guarantee that every product will precisely match the customer's subjective expectations beyond the specifications and customisations selected at checkout.

32. Limitation of Liability

To the fullest extent permitted by applicable law, Haven & Whiskers, its directors, employees, contractors, affiliates and suppliers shall not be liable for any indirect, incidental, special, consequential or punitive damages, including loss of profits, loss of business, loss of data or loss of opportunity arising out of or relating to the use of our website or products. Our total aggregate liability for any claim shall not exceed the amount paid by the customer for the affected order.

33. Force Majeure

We shall not be liable for delays or failures resulting from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, governmental actions, labour disputes, supply chain disruptions, internet outages, transportation delays, customs inspections, severe weather events or other force majeure events.

34. Indemnification

You agree to indemnify, defend and hold harmless Haven & Whiskers, its officers, employees, affiliates, suppliers and service providers from and against any claims, liabilities, damages, losses, costs or expenses, including reasonable legal fees, arising from your breach of these Terms, your misuse of the website or your violation of any applicable law or third-party rights.

35. Severability

If any provision of these Terms is found to be invalid, unlawful or unenforceable by a court of competent jurisdiction, that provision shall be enforced to the maximum extent permitted by law and the remaining provisions shall remain valid and enforceable.

36. Entire Agreement

These Terms of Service, together with our Privacy Policy, Shipping Policy, Refund Policy and any additional policies published on our website, constitute the entire agreement between you and Haven & Whiskers regarding your use of the website and purchase of our products, superseding all prior communications or understandings.

37. No Waiver

Our failure to exercise or enforce any right or provision contained in these Terms shall not constitute a waiver of such right or provision, nor prevent us from exercising that right at a later time.

38. Governing Law

These Terms shall be governed by and interpreted in accordance with the laws of Portugal, without prejudice to any mandatory consumer protection rights that may apply under the laws of the customer's country of residence where required by applicable legislation.

39. Changes to These Terms

We reserve the right to amend, update or replace these Terms of Service at any time. Any changes become effective immediately upon publication on our website unless otherwise required by law. Continued use of our website following such changes constitutes acceptance of the revised Terms.

40. Contact Information

If you have any questions regarding these Terms of Service or any aspect of our products and services, please contact us: