Terms of service

Last updated: January 12, 2026

These General Terms and Conditions (“Terms”) apply to all purchases made through the Pawsy website (the “Website”) operated by Elevator (Pawsy) (the “Entrepreneur”, “we”, “us”, “our”) by consumers (“you”, “your”).

Article 1 – Definitions

  1. Consumer: A natural person acting for purposes outside their trade, business, craft, or profession.

  2. Entrepreneur: Elevator (Pawsy), the party offering products remotely to consumers.

  3. Products: The goods offered for sale on the Website.

  4. Distance Contract: A contract concluded between the Entrepreneur and the Consumer through remote communication (e.g., online checkout).

  5. Order: The Consumer’s request to purchase Products via the Website.

  6. Agreement: The distance contract formed when we accept your Order.

  7. Delivery: The moment the Products are delivered to the address you provided.

  8. Business Day: Monday–Saturday (excluding Sundays).

  9. Cooling-off Period / Right of Withdrawal: The statutory period (where applicable) in which you may cancel your online purchase without giving a reason.

  10. CESOP: The EU Central Electronic System of Payment Information used to monitor payment service providers.

Article 2 – Identity of the Entrepreneur

  • Business name: Elevator (Pawsy)

  • Chamber of Commerce (KvK): 92295525

  • VAT number: NL004947371B32

  • Customer service email: support@trypawsy.com

  • Business address: Oder 20, 2491DC ’s-Gravenhage, The Netherlands

Article 3 – Applicability

  1. These Terms apply to every offer made by the Entrepreneur and to every Agreement concluded between the Entrepreneur and the Consumer via the Website.

  2. By placing an Order, you confirm that you have read and accepted these Terms.

  3. If any provision of these Terms is found invalid or unenforceable, the remaining provisions remain in full force.

Article 4 – The Offer, Prices, and Availability

  1. All offers on the Website are non-binding and subject to availability.

  2. We reserve the right to correct obvious mistakes (including pricing errors) and to change or withdraw offers at any time.

  3. Prices shown at checkout include the Product price and any shipping fee (customer contribution) displayed at checkout.

  4. Customs / import charges: International shipments may be subject to import duties, taxes, or customs fees determined by local authorities. These charges (where applicable) are your responsibility and may be collected upon import/delivery.

Article 5 – The Agreement and Order Confirmation

  1. The Agreement is formed when you place an Order and we send you an order confirmation (typically by email).

  2. We may refuse or cancel an Order in reasonable circumstances (for example: suspected fraud, payment issues, or stock/fulfillment constraints). If we cancel an Order after payment, we will refund the amount paid.

Article 6 – Payment

  1. Payment must be completed using the payment methods offered at checkout.

  2. If your payment is reversed or charged back without valid grounds, we may suspend support on that transaction until the matter is resolved, without affecting your statutory rights.

Article 7 – Shipping, Tracking, and Delivery

7.1 Shipping destinations

  1. We ship to destinations where shipping is available at checkout.

7.2 Processing and shipping timeline

  1. Orders are typically shipped within 1 Business Day.

  2. We ship Monday–Saturday. Orders placed on Sunday are processed the following Monday.

  3. Once your Order ships, you will receive a shipping confirmation email with your tracking number.

7.3 Estimated delivery time

  1. Estimated delivery time is 7–14 Business Days after shipment.

  2. Delivery times can vary due to local carriers, customs processing, peak seasons, weather disruptions, and other factors outside our control. We do not guarantee delivery dates.

7.4 Tracking

  1. You can track your Order using our tracking page: https://trypawsy.com/apps/17TRACK

  2. Tracking updates may take 24–48 hours to appear after shipment.

7.5 Customs and import fees

  1. International shipments may be subject to customs duties, taxes, or import fees.

  2. These charges are typically determined by local authorities and are outside our control. Where applicable, they are your responsibility.

  3. Customs processing may cause delays that are not included in estimated delivery times.

7.6 No tracking updates / delayed tracking

If your tracking shows no updates for more than 14 days, please contact support@trypawsy.com so we can investigate and assist you.

7.7 Delivered but not received

If tracking shows “Delivered” but you have not received your package, contact support@trypawsy.com. We may need to request proof of delivery from the courier as part of an investigation/verification process.

7.8 Address accuracy, changes, and Return-to-Sender (RTS)

  1. You are responsible for providing a complete and correct delivery address at checkout.

  2. After an Order has shipped, we are unable to change the delivery address.

  3. If a package is returned to sender due to an address issue or unsuccessful delivery attempt, we can arrange a reshipment. You will need to cover the reshipping cost, which is based on the actual carrier reshipping fee for the destination and may differ from the shipping contribution shown at checkout. We will confirm the reshipping cost before reshipping.

Article 8 – Returns, Satisfaction Guarantee, and Statutory Withdrawal (EU & UK)

8.1 Contact us first (required)

If there’s an issue with your Order, please contact us first at support@trypawsy.com.
Do not send items back unless we have confirmed your return request and provided return instructions and a return address. Items sent without authorization may not be accepted.

8.2 30-Day Satisfaction Guarantee (Pawsy Policy)

  1. We offer a 30-day satisfaction guarantee starting from the day your Order is delivered.

  2. If you are not satisfied, contact us within 30 days of delivery at support@trypawsy.com.

  3. Requests under this guarantee are subject to verification to protect customers and prevent misuse. Depending on the situation, we will propose an appropriate solution (for example: replacement, refund, or another resolution consistent with our policies).

8.3 Returns (if approved)

  1. If a return is required for your case, we will provide return instructions by email.

  2. Return addresses may differ depending on your delivery region and are provided only after approval.

  3. Condition of returned items: Returned items must be in good condition. If an item is broken, missing parts, or otherwise not in reasonable condition, the return may be refused.

  4. Sprays / liquids: For safety and transport reasons, opened spray products are not eligible for return unless they are defective or damaged on arrival.

8.4 Tracked return shipping (required)

  1. If a return is approved, you are responsible for arranging the return shipment unless the item is defective or incorrectly delivered.

  2. Tracked shipping is required. Returns without trackable proof of shipment cannot be verified and may not be eligible for a refund.

8.5 EU & UK — Right of Withdrawal (statutory rights)

  1. If your Order is delivered to an EU member state or the United Kingdom, you may have a legal right to cancel your online purchase within 14 days of delivery without giving a reason.

  2. This section does not limit your statutory rights. To request a withdrawal/cancellation, contact support@trypawsy.com and we will provide the applicable instructions.

Article 9 – Damaged, Defective, or Wrong Item (Report within 2 calendar days)

  1. Please inspect your Order upon delivery.

  2. If your item is defective, significantly damaged, or you received the wrong item, contact support@trypawsy.com within 2 calendar days of delivery.

  3. To help us resolve this quickly, please include:

    • A clear photo of the product; and

    • A clear photo of the packaging
      (We may request additional photos or video when needed.)

  4. How we typically resolve it (after verification):

    • Packaging damaged, product OK: we typically provide a one-time 10% discount code for a future order.

    • Significant product damage: we may send a replacement after verification.

      • Collar/Pendant: significant damage includes tears or broken/failed attachment/loop areas.

      • Spray: significant damage includes leakage or a crack in the bottle/sprayer.

    • Wrong item received: we will send the correct item; you may keep the incorrect item.

Article 10 – Refunds

  1. If a refund is approved, we will initiate the refund within 1 Business Day after approval.

  2. The time it takes for funds to appear in your account depends on your payment method and bank/payment provider.

Article 11 – Product Use, Health & Safety Disclaimer

  1. Pawsy products are intended for general pet use and routine prevention support and are not a medical device and not a substitute for veterinary advice.

  2. Every pet is different and results may vary.

  3. If your pet shows any signs of discomfort, irritation, redness, itching, swelling, vomiting, lethargy, or any adverse reaction, discontinue use immediately and contact a veterinarian.

Article 12 – Liability

  1. To the fullest extent permitted by applicable law, Pawsy (including its owners, employees, and affiliates) shall not be liable for injury, illness, allergic reaction, loss, damage, or costs (including veterinary bills or other financial expenses) arising from or related to the use or misuse of our Products.

  2. Nothing in these Terms limits or excludes liability where such limitation or exclusion is not permitted by law, and your statutory rights remain unaffected.

Article 13 – Complaints

  1. Complaints should be submitted as soon as possible after discovering the issue by emailing support@trypawsy.com.

  2. We will respond within 14 days of receiving your complaint or provide an expected timeline if more time is needed.

Article 14 – CESOP Compliance

From 2024, payment service providers may be required to register certain transaction data in the CESOP system under EU regulations. Where applicable, we comply with relevant legal obligations.

Article 15 – Governing Law and Jurisdiction

  1. These Terms are governed by Dutch law, unless mandatory consumer protection laws of your country of residence apply.

  2. Disputes will preferably be resolved amicably. If necessary, disputes may be submitted to the competent court in the Netherlands, without prejudice to your statutory rights as a consumer.

Article 16 – Changes to These Terms

We may update these Terms from time to time. The version published on the Website at the time you place your Order applies to that Order.

Article 17 – Contact

Questions about your Order, shipping, returns, or these Terms? Contact us at: support@trypawsy.com