Terms of use

These terms govern access to and use of the Pawseno service (website and mobile app, the “Service”) and any purchase made in its shop. The Service is published by [COMPANY NAME], [LEGAL FORM], with registered office at [REGISTERED OFFICE], registered with the Crossroads Bank for Enterprises under number [CBE NUMBER] (“Pawseno”, “we”).

Creating an account, using the Service or placing an order means full acceptance of the version of the terms in force at that date. The version in force is the one published on this page, dated at the bottom. If you do not accept these terms, do not use the Service.

Any question about these terms: through the Support page — by ticket from your account, or by e-mail at the address shown on the sign-in page.

Pawseno lets you create a page for each of your pets, identified by a unique short code and a QR code. Anyone who scans or types this code reaches the pet's public page, within the privacy limits chosen by its owner, and may choose to share their location to report where the pet was seen.

The Service also includes: a public list of pets declared lost by their owners; advice articles; offers proposed by partners; and a shop offering, to date, an engraved medallion carrying the pet's QR code.

The Service is provided as is and may evolve. We strive to keep it accessible at all times, without guarantee of uninterrupted availability: maintenance, outages or updates may occur. During the beta phase, access may be limited to invited people and some features may change or disappear.

Creating an account is reserved to adults or, for a minor, to those with the permission of a parent or guardian. During the beta phase, registration requires a single-use invitation code.

You undertake to provide accurate information and keep it up to date, to create a single account, and to keep your credentials confidential. The username is permanent. Any action taken from your account is deemed taken by you; notify us without delay of any unauthorised use. We may require two-step verification.

We may suspend or close an account, after a warning except in an emergency, in case of breach of these terms, fraud, harm to third parties or abusive use of the Service. You may delete your account at any time from your profile; the consequences for your data are described in the privacy policy.

You keep all rights to the photos, descriptions and messages you publish (“your Content”). You grant us, for as long as it is on the Service, a non-exclusive, free licence to host, reproduce, technically adapt (cropping, resizing) and display it for the sole purpose of providing the Service, including on a pet's public page and in the lost-pets list.

You warrant that you hold the necessary rights to your Content and that it infringes no third-party right or law. In particular, the following are prohibited: unlawful, misleading or abusive content, content about an identifiable person without their consent, and any page not about a pet in your care. We may remove Content that breaches these rules.

The shop is operated by Pawseno, seller of the products offered. Products are described on their page; photos are not contractual as to shades and engraving rendering, which may vary slightly.

Prices are in euros, all taxes included, excluding delivery fees, which are shown before the payment is confirmed. We may change our prices at any time; the applicable price is the one displayed at the time of the order.

An order is placed by confirming the cart and paying on Stripe's secure payment page. The sales contract is concluded on receipt of payment, confirmed by e-mail. A payment started but not completed within one hour is cancelled automatically. We may refuse an order in case of suspected fraud, previous non-payment or an obvious pricing error.

Promo codes are personal, valid within the period and conditions of their campaign, usable once per account and per campaign, not cumulative and never applicable to delivery fees. A code may be disabled at any time; an order already paid is not affected.

The medallion is engraved with the QR code and short code of the chosen pet, and the text you enter (for instance the pet's name and a phone number). You alone are responsible for the accuracy and content of this text, which you check before confirming the order; it can no longer be changed once engraving has started.

The medallion is an identification accessory, not a safety device. It does not replace the pet's legal identification (microchip, register) nor proper supervision. The QR code leads to the pet's page as long as the page exists and the Service is running.

Products are delivered to the address given at payment, in Belgium only to date. Delivery fees are shown before confirmation. The indicative lead time is [X] working days after engraving, engraving itself taking [Y] working days; a delay gives no right to compensation, but you may cancel an unshipped order whose delay exceeds 30 days after the indicative date and be fully refunded.

The risk of loss or damage passes to you on delivery. Check the parcel on receipt: any visible damage or missing product must be reported to us within 48 hours, with photos, by ticket from your account.

Under article VI.53, 3° of the Belgian Code of Economic Law, the 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. The engraved medallion falls in this category: you are informed before confirming the order, and by confirming it you expressly waive withdrawal for this product.

For any other non-personalised product the shop may offer, you have 14 days from receipt to withdraw without giving a reason, by notifying us by ticket or e-mail, then returning the product in its original condition within 14 days; return costs are yours and the refund is made within 14 days of receiving the return.

The two-year legal guarantee of conformity (articles 1649bis and following of the former Civil Code) applies. A defective medallion, or one whose engraving does not match the text you confirmed, is replaced at our expense after reporting and return.

Articles published on the Service are general information and never replace the advice of a veterinarian or professional. Consult a professional for any question about your pet's health or behaviour.

Partner offers (promo codes, links) are proposed by independent third parties, under their sole responsibility and their own conditions. Pawseno does not sell these products or services and does not take part in the relationship between you and the partner; we do however strive to remove promptly any offer reported as misleading or expired.

Pawseno is bound by an obligation of means. Finding a pet depends on the people who come across it, their willingness to scan the medallion and share their location, and the accuracy of their devices: shared positions are indicative and may be imprecise or wrong. We do not guarantee that a lost pet will be found or that its page will be viewed.

We are not liable for indirect damage, data loss due to non-compliant use, acts of third parties (carrier, payment provider, partner, other user) or force majeure. For purchases, our liability is limited to the amount of the order concerned. Nothing in these terms excludes a liability that the law forbids to exclude, in particular towards consumers.

The contract is concluded for an indefinite period. You may end it at any time by deleting your account. We may end it in the cases set out in article 3 or if the Service is discontinued, with reasonable notice except in an emergency; orders in progress are honoured or refunded. We may change these terms: any substantial change is notified in the app or by e-mail at least 15 days before it takes effect, and continued use of the Service after that date means acceptance. Orders remain governed by the terms in force on the day of the order.

These terms are governed by Belgian law. In case of dispute, contact us first through the Support page: we look for an amicable solution within 30 days. The consumer may then turn to the Consumer Mediation Service (North Gate II, Boulevard du Roi Albert II 8, 1000 Brussels, consumerombudsman.be) or to the European online dispute resolution platform (ec.europa.eu/odr).

Failing an amicable solution, the courts of the judicial district of [DISTRICT OF THE REGISTERED OFFICE] have jurisdiction, without prejudice to the mandatory jurisdiction rules applicable to consumers. If a clause is held invalid, the others remain applicable.