服務條款
Last updated: May 29, 2026
Overview
Welcome to basil & friends.
These Terms of Service are entered into by and between you and Paws Limited, trading as basil & friends. The terms "we", "us" and "our" refer to Paws Limited, trading as basil & friends.
Paws Limited, trading as basil & friends, operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). basil & friends is powered by Shopify, which enables us to provide the Services to you.
The below terms and conditions, together with any policies referenced herein, including our Privacy Policy and Refund Policy, describe your rights and responsibilities when you use the Services. These terms and conditions are referred to as these "Terms of Service" or "Terms".
Please read these Terms of Service carefully, as they include important information about your legal rights and cover areas such as order terms, custom-made products, warranty disclaimers, and limitations of liability.
By visiting, interacting with, or using our Services, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree to these Terms of Service or our Privacy Policy, you should not use or access our Services.
Section 1 — Access and Account
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your jurisdiction of residence, or that you are the age of majority in your jurisdiction of residence and have given us your consent to allow any of your minor dependents to use the Services on devices you own, purchase, or manage.
To use the Services, including accessing or browsing our online store or purchasing any of the products or services we offer, you may be asked to provide certain information, such as your name, email address, billing information, payment information, shipping information, pet photos, pet names, and custom design preferences.
You represent and warrant that all information you provide through the Services is correct, current, and complete, and that you have all rights necessary to provide this information.
You are solely responsible for maintaining the security of your account credentials and for all activity under your account. You may not transfer, sell, assign, or license your account to any other person.
Section 2 — Our Products
We have made every effort to provide an accurate representation of our products and services in our online store. However, please note that colours, product appearance, product dimensions, product finishes, artwork, previews, and digital renderings may differ from how they appear on your screen due to the type of device you use to access the store and your device settings, lighting, display configuration, and other factors.
We do not warrant that the appearance, colour, projection result, or quality of any product or service purchased by you will meet your expectations or be exactly the same as depicted, rendered, photographed, or previewed in our online store.
All product descriptions are subject to change at any time without notice at our sole discretion. We reserve the right to discontinue any product at any time and may limit the quantities of any products that we offer to any person, geographic region, or jurisdiction, on a case-by-case basis.
Section 3 — Custom Products
Some of our products are custom-made or personalised based on information you provide, including but not limited to pet photos, pet names, design preferences, uploaded images, selected styles, text, and custom design previews.
By placing an order for a custom product, you confirm that:
- you have the right to upload and use any photo, image, name, text, or other content you provide;
- the pet name, spelling, text, image, and design details you provide are accurate;
- you have reviewed and approved the custom preview, where a preview is provided;
- you understand that custom products are made specifically for you and cannot be returned, exchanged, or cancelled for preference-based reasons once production has started, except as described in our Refund Policy.
We may reject, cancel, or request changes to any custom order if the uploaded content is unclear, unsuitable for production, infringes third-party rights, contains offensive or unlawful material, or otherwise cannot reasonably be used to produce the product.
We are not responsible for errors in custom products caused by incorrect information provided by you, including but not limited to spelling mistakes, incorrect names, low-quality uploaded images, unclear photos, wrong product selection, or incorrect shipping details.
For custom products, production may begin shortly after your order is accepted. Once production has started, changes or cancellations may not be possible.
Section 4 — The Spotlight Product Notes
The Spotlight is a custom pet lifestyle accessory designed to project a custom image and name in suitable conditions.
Projection clarity and appearance may vary depending on distance, surface, surrounding light, movement, photo quality, design details, and the way the product is used.
The Spotlight works best in darker environments and on surfaces where projection is visible. Projection results may not appear clearly in bright environments, on highly reflective surfaces, uneven surfaces, very dark surfaces, or while in fast motion.
Unless expressly stated on the relevant product page, The Spotlight should not be treated as a waterproof product, a safety device, a high-visibility device, a navigation device, a tracking device, or a substitute for responsible pet handling, supervision, or appropriate walking equipment.
Any attachment accessories provided are intended for flexible attachment to suitable collars, harnesses, or walking setups depending on fit. We do not guarantee compatibility with every collar, harness, leash, or pet.
You are responsible for checking that the product is appropriately attached and suitable for your pet’s size, behaviour, walking setup, and environment before use.
Section 5 — Orders
When you place an order, you are making an offer to purchase.
We reserve the right to accept or decline your order for any reason at our discretion. Your order is not accepted until we confirm acceptance. We must receive and process your payment before your order is accepted.
Please review your order carefully before submitting it. We may be unable to accommodate cancellation requests after an order is accepted, especially for custom-made products or products that have entered production.
In the event that we do not accept, make a change to, or cancel an order, we will attempt to notify you by contacting the email address, billing address, shipping address, and/or phone number provided at the time the order was made.
Your purchases are subject to return, remake, refund, or exchange solely in accordance with our Refund Policy.
You represent and warrant that your purchases are for your own personal or household use and not for commercial resale, unauthorised distribution, or export.
Section 6 — Prices and Billing
Prices, discounts, launch prices, and promotions are subject to change without notice.
The price charged for a product or service will be the price in effect at the time the order is placed and will be set out in your order confirmation email.
Unless otherwise expressly stated, posted prices do not include taxes, shipping, handling, customs duties, import charges, or other charges that may apply.
Prices posted in our online store may be different from prices offered through other channels or by third parties.
We may offer, from time to time, promotions on the Services that may affect pricing and that may be governed by terms and conditions separate from these Terms. If there is a conflict between the terms for a promotion and these Terms, the promotion terms will govern for that promotion.
You agree to provide current, complete, and accurate purchase, payment, and account information for all purchases made through our store. You agree to promptly update your account and other information, including your email address, billing information, shipping information, credit card numbers, and expiration dates, so that we can complete your transactions and contact you as needed.
You represent and warrant that:
- the payment information you provide is true, correct, and complete;
- you are duly authorised to use such payment method for the purchase;
- charges incurred by you will be honoured by your payment provider; and
- you will pay all charges incurred by you at the posted prices, including shipping and handling charges and all applicable taxes, if any.
Section 7 — Shipping and Delivery
Shipping and delivery timelines are estimates only and are not guaranteed.
We are not liable for shipping or delivery delays caused by shipping carriers, customs processing, production delays, incorrect shipping information, weather, public holidays, events outside our control, or other circumstances beyond our reasonable control.
For custom-made products, total delivery time may include order processing, custom design preparation, production, quality control, packing, and shipping.
You are responsible for providing accurate and complete shipping information. We are not responsible for failed delivery, delayed delivery, additional shipping fees, or lost packages caused by incorrect, incomplete, or outdated shipping information provided by you.
Once we transfer products to the carrier or delivery provider, title and risk of loss may pass to you to the extent permitted by applicable law.
If your package is returned to us because of an incorrect address, failed delivery attempt, refusal to accept delivery, or failure to collect the package, we may contact you to arrange redelivery. Additional shipping fees may apply.
Section 8 — Returns, Remakes, Refunds, and Exchanges
Your purchases are subject to our Refund Policy.
Because many of our products are custom-made, we generally do not accept returns, exchanges, or cancellations for preference-based reasons, including but not limited to change of mind, incorrect name or details provided by you, dissatisfaction with a design you approved, or product appearance differences that fall within reasonable production variation.
We may offer a remake, replacement, refund, or other resolution if an item arrives faulty, damaged, or incorrectly made compared with the confirmed customer design, subject to our Refund Policy.
If you believe there is an issue with your order, please contact us at hello@basilfriends.com before sending anything back. We will confirm the next steps and any applicable return or remake instructions.
Please do not send items back without contacting us first.
Section 9 — Intellectual Property
Our Services, including but not limited to all trademarks, brand names, text, displays, images, graphics, product reviews, videos, audio, artwork, product designs, website design, customisation experience, and the design, selection, and arrangement thereof, are owned by us, our affiliates, or our licensors and are protected by applicable copyright, trademark, and other intellectual property laws.
These Terms permit you to use the Services for your personal, non-commercial use only.
You must not reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store, scrape, or transmit any of the material on the Services without our prior written consent.
Except as expressly provided herein, nothing in these Terms grants or shall be construed as granting a license or other rights to you under any trademark, copyright, patent, design right, or other intellectual property right of Paws Limited, basil & friends, Shopify, or any third party.
basil & friends names, logos, product and service names, designs, and slogans are trademarks or brand assets of Paws Limited, trading as basil & friends, or its affiliates or licensors. You must not use such trademarks or brand assets without our prior written permission.
Shopify’s name, logo, product and service names, designs, and slogans are trademarks of Shopify. All other names, logos, product and service names, designs, and slogans on the Services are the trademarks of their respective owners.
Section 10 — Your Uploaded Content
If you upload, submit, or provide any photo, image, name, text, design preference, comment, review, or other content through the Services, including for the purpose of creating a custom product, you represent and warrant that:
- you own or have the necessary rights and permissions to use and provide that content;
- our use of that content to create, produce, quality check, fulfil, and support your order will not infringe any third-party rights;
- the content does not contain unlawful, abusive, defamatory, obscene, offensive, hateful, or otherwise inappropriate material;
- the content does not contain malware, viruses, or harmful code.
You grant us a limited, non-exclusive, worldwide, royalty-free license to use, reproduce, modify, adapt, process, and display your uploaded content solely as reasonably necessary to provide the Services, including creating previews, producing your custom product, performing quality control, fulfilling your order, providing customer support, maintaining order records, and improving the Services.
We will not use your uploaded pet photos, pet names, or custom design previews for public marketing, advertising, social media, or website content without your permission.
Section 11 — Optional Tools
You may be provided with access to customer tools offered by third parties as part of the Services, which we neither monitor nor have any control over.
You acknowledge and agree that we provide access to such tools "as is" and "as available" without any warranties, representations, or conditions of any kind and without any endorsement. We shall have no liability arising from or relating to your use of optional third-party tools.
Any use by you of optional tools offered through the Services is entirely at your own risk and discretion. You should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider.
We may also, in the future, offer new features through the Services, including the release of new tools and resources. Such new features shall also be deemed part of the Services and are subject to these Terms of Service.
Section 12 — Third-Party Links
The Services may contain materials and hyperlinks to websites provided or operated by third parties, including embedded third-party functionality.
We are not responsible for examining or evaluating the content or accuracy of any third-party materials or websites you choose to access.
If you decide to leave the Services to access third-party materials or websites, you do so at your own risk.
We are not liable for any harm or damages related to your access to any third-party websites or your purchase or use of any products, services, resources, or content on third-party websites.
Please review carefully the third party’s policies and practices and make sure you understand them before you engage in any transaction.
Complaints, claims, concerns, or questions regarding third-party products and services should be directed to the relevant third party.
Section 13 — Relationship with Shopify
basil & friends is powered by Shopify, which enables us to provide the Services to you.
However, any sales and purchases you make in our store are made directly with Paws Limited, trading as basil & friends.
By using the Services, you acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and Paws Limited, trading as basil & friends, including any injury, damage, or loss resulting from purchased products and services.
You hereby expressly release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your purchases and transactions with Paws Limited, trading as basil & friends.
Section 14 — Privacy Policy
All personal information we collect through the Services is subject to our Privacy Policy, which can be viewed here: [Insert Privacy Policy link].
Certain personal information may also be subject to Shopify’s Privacy Policy, which can be viewed at:
https://privacy.shopify.com/en
By using the Services, you acknowledge that you have read our Privacy Policy.
Because the Services are hosted by Shopify, Shopify collects and processes personal information about your access to and use of the Services in order to provide and improve the Services for you.
Information you submit to the Services will be transmitted to and shared with Shopify, as well as third parties that may be located in countries or regions other than where you reside, in order to provide services to you.
Please review our Privacy Policy for more details on how we, Shopify, and our partners use your personal information.
Section 15 — Feedback
If you submit, upload, post, email, or otherwise transmit any ideas, suggestions, feedback, reviews, proposals, plans, testimonials, or other content, collectively "Feedback", you grant us a perpetual, worldwide, sublicensable, royalty-free license to use, reproduce, modify, publish, distribute, display, and otherwise exploit such Feedback in any medium for any purpose, including for commercial use.
We may use our rights under this license to operate, provide, evaluate, enhance, improve, and promote the Services and to perform our obligations and exercise our rights under these Terms.
You also represent and warrant that:
- you own or have all necessary rights to all Feedback;
- you have disclosed any compensation or incentives received in connection with your submission of Feedback;
- your Feedback will comply with these Terms.
We are under no obligation to:
- maintain your Feedback in confidence;
- pay compensation for your Feedback;
- respond to your Feedback.
We may, but have no obligation to, monitor, edit, or remove Feedback that we determine in our sole discretion to be unlawful, offensive, threatening, defamatory, obscene, objectionable, or in violation of any party’s intellectual property rights or these Terms.
You agree that your Feedback will not violate any right of any third party, including copyright, trademark, privacy, personality, or other personal or proprietary rights.
You further agree that your Feedback will not contain unlawful, abusive, obscene, or harmful material, or any computer virus or malware that could affect the operation of the Services or any related website.
You may not use a false email address, pretend to be someone other than yourself, or otherwise mislead us or third parties as to the origin of any Feedback.
You are solely responsible for any Feedback you make and its accuracy. We take no responsibility and assume no liability for any Feedback posted by you or any third party.
For clarity, customer photos, uploaded pet images, pet names, and custom design previews provided for the purpose of creating a custom product are handled in accordance with Section 10 and our Privacy Policy. We will not use such materials for public marketing without your permission.
Section 16 — Errors, Inaccuracies, and Omissions
Occasionally there may be information on or in the Services that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times, product availability, or other information.
We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information is inaccurate at any time without prior notice, including after you have submitted your order.
Section 17 — Prohibited Uses
You may access and use the Services for lawful purposes only.
You may not access or use the Services, directly or indirectly:
- for any unlawful, fraudulent, or malicious purpose;
- to violate any applicable international, federal, provincial, state, local, or regional laws, regulations, rules, or ordinances;
- to infringe upon or violate our intellectual property rights or the intellectual property rights of others;
- to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or harm any of our employees, representatives, customers, users, or any other person;
- to transmit false or misleading information;
- to send, knowingly receive, upload, download, use, or re-use any material that does not comply with these Terms;
- to transmit or procure the sending of advertising or promotional material, including "junk mail", "chain letters", "spam", or similar solicitation;
- to impersonate or attempt to impersonate any other person or entity;
- to engage in conduct that restricts or inhibits anyone’s use or enjoyment of the Services;
- to engage in conduct that may harm Paws Limited, basil & friends, Shopify, users of the Services, or expose them to liability.
In addition, you agree not to:
- upload or transmit viruses or any other type of malicious code;
- reproduce, duplicate, copy, extract, sell, resell, scrape, or exploit any portion of the Services;
- collect or track the personal information of others;
- spam, phish, pharm, pretext, crawl, scrape, or otherwise interfere with the Services;
- use any robot, spider, scraper, data gathering and extraction tool, automated device, automated process, AI tool, agentic AI, or manual process to access the Services in a manner not expressly permitted by us;
- interfere with, bypass, or circumvent the security or authorisation features, robot exclusion headers, or other measures we employ to restrict access to the Services.
We reserve the right to suspend, disable, or terminate your account or access to the Services at any time, without notice, if we determine that you have violated any part of these Terms.
Section 18 — Agents
This section applies if you use, allow, enable, or cause the deployment of an Agent to access, use, or interact with any Services.
"Agent" means any software, system, or service that takes autonomous or semi-autonomous action on behalf of, or at the instruction of, any person or entity and that can be executed on behalf of or using a person’s device, account, browser, or credentials without direct supervision.
No Agent may access, use, or interact with the Services unless, at all times, it identifies itself and operates in strict accordance with the requirements in this Section.
No Agent may access, use, or interact with the Services if we have requested that the Agent refrain from accessing, using, or interacting with any Service.
We may limit, including by technical measures, whether and how any Agent accesses, uses, and interacts with the Services.
Agents must:
- in all HTTP/HTTPS requests, identify that the request is from an Agent and disclose the name of the Agent by including the following in the request’s user agent string: "Agent/[agent name]";
- not conceal or obfuscate that any access, use, or interaction is from an Agent, including by mimicking human behaviour or interaction patterns;
- not complete or circumvent CAPTCHAs or measures intended to distinguish computer use from human use;
- respond truthfully to any question or prompt seeking to determine whether interactions are coming from a human or computer;
- not circumvent or otherwise avoid any measure intended to block, limit, modify, or control whether and how Agents access, use, or interact with the Services.
Section 19 — Termination
We may terminate this agreement or your access to the Services, or any part of the Services, in our sole discretion at any time without notice.
You will remain liable for all amounts due up to and including the date of termination.
The following sections will continue to apply following any termination:
- Intellectual Property;
- Your Uploaded Content;
- Feedback;
- Termination;
- Disclaimer of Warranties;
- Limitation of Liability;
- Indemnification;
- Severability;
- Waiver; Entire Agreement;
- Assignment;
- Governing Law;
- Privacy Policy;
- any other provisions that by their nature should survive termination.
Section 20 — Disclaimer of Warranties
The information presented on or through the Services is made available solely for general information purposes.
We do not warrant the accuracy, completeness, or usefulness of this information. Any reliance you place on such information is strictly at your own risk.
To the fullest extent permitted by applicable law, and except as expressly stated by Paws Limited, trading as basil & friends, the Services and all products offered through the Services are provided "as is" and "as available" for your use, without any representation, warranties, or conditions of any kind, either express or implied.
This includes, without limitation, all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
We do not guarantee, represent, or warrant that your use of the Services will be uninterrupted, timely, secure, or error-free.
We do not guarantee that any custom preview, digital rendering, product image, projection example, or product demonstration will exactly match the final product or real-world use.
Some jurisdictions limit or do not allow the disclaimer of implied or other warranties, so some of the above disclaimers may not apply to you.
Section 21 — Limitation of Liability
To the fullest extent permitted by applicable law, in no case shall Paws Limited, trading as basil & friends, our partners, directors, officers, employees, affiliates, agents, contractors, service providers, or licensors, or those of Shopify and its affiliates, be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind.
This includes, without limitation, lost profits, lost revenue, lost savings, loss of data, replacement costs, or similar damages, whether based in contract, tort, including negligence, strict liability, or otherwise, arising from:
- your use of any of the Services;
- any products procured using the Services;
- your use or misuse of any product;
- your reliance on any product description, image, preview, demonstration, or information;
- errors or omissions in any content;
- any loss or damage incurred as a result of the use of the Services or any content or product posted, transmitted, or otherwise made available via the Services, even if advised of their possibility.
Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable law.
Section 22 — Indemnification
You agree to indemnify, defend, and hold harmless Paws Limited, trading as basil & friends, Shopify, and our affiliates, partners, officers, directors, employees, agents, contractors, licensors, and service providers from any losses, damages, liabilities, or claims, including reasonable legal fees, payable to any third party due to or arising out of:
- your breach of these Terms of Service or the documents they incorporate by reference;
- your violation of any law or the rights of a third party;
- your access to and use of the Services;
- any content, photo, image, name, text, design, or other material you upload, submit, or provide to us;
- any claim that your uploaded content infringes or violates the intellectual property, privacy, publicity, or other rights of a third party.
We will notify you of any indemnifiable claim, provided that a failure to promptly notify you will not relieve you of your obligations unless you are materially prejudiced.
We may control the defence and settlement of such claim at your expense, including choice of counsel, but will not settle any claim requiring non-monetary obligations from you without your consent, which must not be unreasonably withheld.
You will cooperate in the defence of indemnified claims, including by providing relevant documents and information.
Section 23 — Severability
In the event that any provision of these Terms of Service is determined to be unlawful, void, or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law.
The unenforceable portion shall be deemed to be severed from these Terms of Service, and such determination shall not affect the validity and enforceability of any other remaining provisions.
Section 24 — Waiver; Entire Agreement
Our failure to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect of the Services constitute the entire agreement and understanding between you and us and govern your use of the Services.
These Terms supersede any prior or contemporaneous agreements, communications, and proposals, whether oral or written, between you and us, including any prior versions of the Terms of Service.
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.
Section 25 — Assignment
You may not delegate, transfer, or assign these Terms or any of your rights or obligations under these Terms without our prior written consent, and any such attempt will be null and void.
We may transfer, assign, or delegate these Terms and our rights and obligations without consent or notice to you.
Section 26 — Governing Law
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Hong Kong.
You and Paws Limited, trading as basil & friends, agree to submit to the non-exclusive jurisdiction of the courts of Hong Kong in relation to any dispute arising out of or in connection with these Terms or the Services.
Nothing in these Terms will limit any rights you may have under applicable consumer protection laws that cannot be excluded by agreement.
Section 27 — Headings
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
Section 28 — Changes to Terms of Service
You can review the most current version of the Terms of Service at any time on this page.
We reserve the right, in our sole discretion, to update, change, or replace any part of these Terms of Service by posting updates and changes to our website.
It is your responsibility to check our website periodically for changes.
We will notify you of any material changes to these Terms in accordance with applicable law, and such changes will be effective on the date specified in the notice.
Your continued use of or access to the Services following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
Section 29 — Contact Information
Questions about these Terms of Service should be sent to us by email at:
Our contact information is:
Trading name: basil & friends
Legal entity: Paws Limited
Email: hello@basilfriends.com
Business address: Unit 1021, Beverley Commercial Center, 87-105 Chatham Road South, Tsim Sha Tsui, Kowloon Hong Kong SAR
Business registration number: 77186932