Terms of service

Terms of Service - Soul Haven Pet Memorials

Effective Date: January 3, 2026

Last Updated: January 3, 2026

Welcome to visit and use the pet urn products and related services provided by Soul Haven Pet Memorials (hereinafter referred to as "we"). These Terms of Service (hereinafter referred to as "these Terms") are a legal agreement between you and us regarding the use of the services of this independent station. Please carefully read and fully understand all contents of these Terms before accessing, browsing or using this website and related services. Your access, use of this website or purchase of products on this website in any way indicates that you have accepted and agreed to abide by all the provisions of these Terms. If you do not agree to these Terms, please do not use any of our services.

一、 Scope of Services

1. Through the official independent station of Soul Haven Pet Memorials, we provide you with pet urn-related services such as product sales, personalized customization, consulting services, and after-sales guarantees. The specific service content is subject to the real-time display on the website.

2. We have the right to adjust the service content according to business development needs, including adding, optimizing or suspending some services. Relevant adjustments will be notified to you by means of announcements in prominent positions on the website, and the adjusted service content will take effect from the date of the announcement.

3. These Terms only apply to the services directly provided by us, not to the supporting services provided by third-party platforms (such as payment institutions, logistics service providers). You shall separately abide by the relevant terms of third-party service providers.

二、 User Obligations

1. You warrant that you have full capacity for civil conduct and can independently bear the legal liabilities arising from the use of this service. If you are a minor, you must use this service accompanied by a guardian, who shall bear the corresponding legal liabilities.

2. In the process of using this service, you shall provide true, accurate and complete personal information (such as name, contact information, shipping address) and pet-related information (such as weight, breed, etc.). If the information changes, you shall update it in a timely manner. You shall bear all losses such as failure to perform services normally and order errors caused by untrue or incomplete information provided by you.

3. You shall use this website and services legally and compliantly, and shall not engage in any acts that violate laws and regulations or damage the legitimate rights and interests of us or third parties, including but not limited to: maliciously attacking the website, stealing others' account information, publishing false information, spreading bad content, and using the intellectual property rights of this website without authorization.

4. When customizing a pet urn, you shall carefully confirm the customization plan (such as engraving content, pattern design, size parameters). Confirmation shall be deemed as the final demand. If the customization demand is changed due to your personal reasons, you shall bear the corresponding re-design and production costs (subject to the notice of customer service).

三、Store Obligations

1. We promise to provide you with safe, stable and high-quality services in accordance with these Terms and relevant policies (such as Privacy Policy, Refund Policy) and protect your legitimate rights and interests.

2. We will truthfully disclose product information, including material, size, craftsmanship, price, customization cycle, logistics timeliness, etc., to ensure that the information is true and accurate without false propaganda or misleading statements.

3. We will strictly protect the security of your personal information, collect, use, store and protect your information in accordance with the provisions of the Privacy Policy, and will not arbitrarily disclose it to third parties (except as required by laws and regulations or with your explicit consent).

4. We will deliver products in accordance with the time, specifications and quality standards agreed in the order, provide the agreed after-sales guarantee services, and promptly respond to your consulting, complaint and after-sales needs.

四、 Order Rules

1. Establishment of order: After you select products on this website, confirm the order information (including product model, quantity, customization requirements, shipping address, etc.) and complete the payment, the order is officially established, and the sales contract relationship between both parties takes effect.

2. Modification and cancellation of order: After the order is established, non-customized products can apply for modification or cancellation before shipment (you need to bear the logistics preparation costs already incurred); due to the exclusive nature of customized products, modification or cancellation of orders is not supported except for quality problems or our reasons. The specific rules are subject to the Refund Policy.

3. Payment and shipment: You shall timely complete the payment in accordance with the amount and method agreed in the order. If the payment is not made within the time limit, the order will be automatically cancelled; after receiving the full payment, we will arrange production and shipment in accordance with the agreed customization cycle (customized products) or shipment cycle (standard products), and provide a logistics tracking number for you to track.

4. Receipt and acceptance: You shall accept the product in a timely manner after receiving it. If you find that the product has quality problems, inconsistent quantity or inconsistent with the order agreement, you shall feedback through customer service channels within 7 natural days after receipt and provide relevant proof (such as photos, videos). Failure to feedback within the time limit shall be deemed as qualified acceptance of the product.

五、Intellectual Property Rights

1. The intellectual property rights of this website and all contents on the website (including but not limited to product design, pictures, texts, logos, trademarks, software programs, etc.) belong to us or have been legally authorized and are protected by laws and regulations.

2. Without our written authorization, you shall not arbitrarily copy, disseminate, modify, use or transfer the intellectual property rights of this website and related contents, otherwise you shall bear the corresponding legal liabilities.

3. You shall ensure that you have legal right to use the pet photos, portraits and other materials provided for customized products. If third-party claims arise due to material infringement, you shall bear all responsibilities, which have nothing to do with us.

六、Disclaimer

1. If we are unable to perform our service obligations normally due to force majeure (such as natural disasters, wars, policy changes, network failures, logistics interruptions, etc.), we shall not be liable for breach of contract, but shall promptly notify you and take reasonable measures to reduce losses.

2. If the service is abnormal or losses are caused by third-party reasons (such as payment institution system failures, logistics service provider delivery delays/damage, customs clearance policy changes, etc.), we shall not be directly liable, but will try our best to assist you in negotiating with the third party.

3. Unless otherwise stipulated by laws and regulations, we shall not be liable for any indirect losses (such as mental damage, expected interest loss, etc.) incurred by you due to the use of this website and services.

七、 Modification and Termination of Terms

1. We have the right to modify these Terms according to changes in laws and regulations or business development needs. The modified Terms will be notified to you by means of announcements in prominent positions on the website. If there is no objection within 7 natural days after the announcement is released, it shall be deemed that you accept the modified Terms; if you do not agree to the modification, you may stop using this service.

2. You may stop using this service at any time, and the rights and obligations between both parties will terminate from the date you stop using the service (except for the relevant obligations of established orders).

3. If you seriously violate the provisions of these Terms, we have the right to terminate the provision of services to you, pursue your liability for breach of contract, and will not refund the fees already collected (except as otherwise stipulated by laws and regulations).

八、 Dispute Resolution

1. The formation, performance, interpretation and dispute resolution of these Terms shall all be governed by the laws of the People's Republic of China (excluding conflict of laws rules).

2. Any dispute arising from or in connection with these Terms shall first be resolved through friendly negotiation between both parties; if the negotiation fails, either party has the right to file a lawsuit with the people's court with jurisdiction at our location.

九、Contact Us

If you have any questions, opinions or suggestions about these Terms, you can contact us through the following channels:

· Official Email：zyf382978321@outlook.com

· Service Hours：Monday to Friday 9:00-21:00 (Beijing Time)

Soul Haven Pet Memorials reserves the final interpretation right of these Terms of Service.