Terms of Service

1. About AOW and These Terms

AOW (All Our World) is made up of the AOW app and the website all-our-world.com, and is operated by AOW - ALL OUR WORLD (ABN 91 277 297 130), a business registered in Australia and based in Melbourne; you can reach us at hello@all-our-world.com ("AOW", "we" or "us"). "You" means the person using AOW.

These terms, the Privacy Policy, the AOW Community Guidelines and the rules we publish in the app and on the website (such as event rules, the Pet Vote rules and the terms of use shown on a deal page) together make up the agreement between you and AOW. Merchants who open a store on AOW must also follow the AOW Merchant Services Agreement, the AOW Merchant Privacy Policy and the AOW Platform Rules.

The operator of AOW may change in future (for example, a company may be set up to run it). We will tell you before that happens, and the new operator will continue to provide the service to you under these terms.

Some features are only available in some regions (for example, buying popularity in the Pet Vote is not available in the China region, and payments and withdrawals for the China region are not open yet). What the app actually shows is what applies.

2. What Some Words Mean

3. Your Account

• You must be at least 16 to sign up for and use an AOW account. We may ask you to confirm your age, and if your age does not seem right, we may ask you to complete an age check (a third-party facial age estimate or an ID check). If we find that an account holder is under 16, we will deactivate the account and tell you why and how to appeal; before it is deactivated, you can ask Live support for a copy of your information.
• When you sign up, you need to tick the box to agree to these terms and the Privacy Policy and give true information, including your real-name details (for a pet account, the owner's). If someone signs up using another person's identity, we may restrict or close the account.
• The main character of a pet account is your pet: posts, comments and check-ins are written from your pet's point of view, and you must own or lawfully care for that animal. A human account can be switched to a pet account once in its lifetime; a pet account cannot be switched back to a human account.
• Each phone number can have at most two accounts: one main account and one pet account added from it. The pet account uses the main account's real-name details.
• Keep your account, password and verification codes safe, and do not lend, transfer or sell your account to anyone. You are responsible for what is done with your account. Before changing your password, phone number or email address, you need to confirm it is you.
• For security and fairness, some details have limits on changes: your legal name, region, microchip number and registration number can each be changed once every 12 months, your nickname up to 10 times a month and your password up to 3 times a month.
• You can stop using AOW at any time, and you can delete your account in the app (Me → Settings → Account & security → Account deletion → Delete account). Once you submit, there is a 7-day cooling-off period: the account is signed out on all phones immediately, and if you sign in again within the 7 days, the deletion is cancelled automatically; after the 7 days, our system carries it out. If something is still unfinished (for example, online store orders or after-sales requests not yet completed, unused deal vouchers, upcoming store bookings, withdrawals in progress, or pet accounts still under this account), you need to finish it first, and the deletion page lists each one. Store owners (including stores still under review) and AOW staff cannot delete their accounts in the app themselves; please contact AOW under Settings → Help & support. If you are on a store's staff, ask the store owner to remove you in the merchant centre first.
• A deleted account cannot be restored. Any Paw Coins (including those given by AOW), wallet balance (your AOW balance) and earnings balance left in the account are forfeited to AOW, with no refund. Before you submit, the deletion page shows how much you have left, so please use it up first; you can ask to withdraw your earnings balance first (see "Earnings and withdrawals"). Your profile, posts, comments, chats and photos are all deleted; records of orders, payments and refunds are kept as the law requires, but your name, phone number and address are removed from them (see the Privacy Policy). You can sign up again later with the same phone number, email address, Google or Apple account, but nothing from before can be recovered.

4. Rules of Use and the Community Guidelines

• Everything you post and every interaction you have on AOW must follow the law and the AOW Community Guidelines, which set out ten promises and what happens if one is broken.
• We have zero tolerance for content that breaks the Guidelines and for abusing or harassing others: we remove it as soon as we find it and deal with the account as described in "Breaches, actions and appeals" below.
• You must not use cheats, scripts, multiple accounts or any other improper means to fake check-ins, votes, activity or rewards, and you must not scrape AOW's data or interfere with how AOW works.
• World only shows posts with a real animal in them. Whether a post has one is decided by AI when it looks at the post; a post without an animal (for example, only an ornament, a view or a meal) is published as usual but is not placed in World. This is not a breach and is not recorded as one.
• You can report anything that breaks the rules in the app (reviews and Q&A on store pages can also be reported on the website). We handle every report and tell the reporter the outcome.
• AI takes a first look at every new post: anything that clearly breaks the rules is removed automatically, and anything it is not sure about goes to our team. We also handle reports and check content ourselves. But there is a great deal of content on AOW, and we cannot review every piece in advance. The person who posts content is responsible for it.

5. Your Content and AOW's Intellectual Property

• You, or the original rights holder, own the copyright in what you post (text, photos, videos, live streams, comments and so on). You must make sure you have the right to post it and that it does not infringe anyone else's rights (for example, that the people in your photos agree to appear and that you have permission for any music you use).
• So that AOW can show and share your content, you give AOW a free, worldwide, non-exclusive licence to use it to: store it; show it to other users; compress, crop and create thumbnails of it for different screens; translate it; create share preview pages on our website and share images; and have our service providers process it (for example, for AI review, or to draw your pet's avatar and posters from photos you add). The licence ends when you delete the content, except where others have already shared it.
• The AOW name and logo, the design of the app and website, the software and other content belong to AOW (except the music built into the app; see the next point). Without our written permission, you must not copy, modify or reverse engineer them, or use them for commercial purposes.
• The music built into the app does not belong to AOW: all the tracks you can add to videos are works by the composer Kevin MacLeod (incompetech.com), made available under the Creative Commons Attribution 4.0 International licence (CC BY 4.0), and the copyright stays with him. These tracks may be used on the terms of the CC BY 4.0 licence, and these terms add no extra restrictions to them (the "must not copy or modify" in the previous point does not apply to them). Videos with music automatically show the track name, the composer and the licence, and the credit and licence for every track are under Settings → About AOW → Music credits in the app.
• If you think content on AOW infringes your rights, report it or write to hello@all-our-world.com, and we will deal with it once we have checked.

6. Messages, Group Chats and Live Streams

• Direct messages: under Settings → Privacy you can choose who can message you and block people. Until the other person replies or you follow each other, a stranger can only send one message.
• Group chats: anyone can create a private group, and accounts with at least 3,000 followers can create a public group. Group owners manage their own groups, and content in groups must also follow the AOW Community Guidelines.
• Live streams: what you say in a live room counts as a comment. Minors cannot appear on a live stream on their own. AOW can stop a live stream that breaks the Guidelines, and you cannot go live while you have a live streaming ban.
• Content others send you in direct messages or group chats is the sender's responsibility. You can report conversations and group chats that break the rules, and the staff member handling the report only sees the explanation you write and the screenshots you attach.

7. Check-Ins, the Giving Pool and Events

• Check-ins need a photo of your own pet taken with the camera there and then, and the photo is checked on our servers. If you use toys, photos of screens or other people's photos to fake check-ins or rewards, the reward is cancelled and the account may be banned.
• Golden check-ins, make-up check-in cards, streak gifts, cash rewards, prize draws and other events and rewards follow the rules shown in the app at the time. To apply for a cash reward, you first need to complete the real-name and pet identity checks; AOW reviews the application and then pays the reward into your earnings balance. The number of times one ID number can claim is limited.
• A make-up check-in card can only fill in one missed day within the last 14 days, and the day it fills in counts as a golden check-in.
• Giving pool: for every post you share with a photo or video (check-ins included), every live stream of 10 minutes or more, and every footprint you light up on the map, AOW puts 0.01 into the giving pool (in that region's currency), up to 10 times (0.1 in total) per account per day. Text-only posts do not count. 2% of every tip, live gift and post boost also goes into the pool, and AOW adds 0.2 for every item sold in the shop. Transactions with physical stores and merchants' promotions do not go into the pool.
• By default, what AOW adds for you goes into the pool for the region set on your account (your "My region": New Zealand goes to Australia; anywhere outside Australia, China and the United States goes to China). You can choose another region in the app's settings once a year.
• If you want to donate yourself, the app opens the animal welfare organisation's own donation page: the money goes straight to the organisation and never passes through AOW. This option is closed in the China region for the time being.
• If a post is deleted (whether you deleted it or AOW removed it), what was added for it is taken back, and the same goes for a footprint you delete from the map. Live streams stopped by AOW do not count.
• Each quarter, the pool is donated to animal welfare organisations in that region and the receipts are published. In weeks when a brand sponsors the giving pool, the brand pays its share directly to the receiving organisation; at the quarterly settlement, AOW pays the pool total less what the brands have already paid. The quarterly report shows how much AOW and each brand gave. The giving pool belongs to no individual and cannot be withdrawn.
• For events, as compensation or for similar reasons, AOW may give you Paw Coins or make-up check-in cards, fill in a missed check-in for you, give you votes, add popularity directly to your pet, or give your posts or live streams a boost. We will send you an AOW notice every time. Paw Coins and make-up check-in cards given by AOW show the date they are valid until, and any left unused after that expire; boosts given by AOW run for the stated length of time.

8. Paw Coins, Tips, Boosts, the Pet Vote and Posters

• Paw Coins are virtual coins bought in the app through Apple In-App Purchase, at the price shown by the App Store when you pay. Paw Coins can only be used within AOW (tips, live gifts, post boosts, make-up check-in cards, buying popularity in the Pet Vote, Posters and motion videos for your pet's animated avatar), and cannot be exchanged for cash, withdrawn or transferred to anyone else. Paw Coins given by AOW can only be used on AOW's own features (post boosts, make-up check-in cards, buying popularity in the Pet Vote, Posters and motion videos for your pet's animated avatar), not for tips or live gifts; when you spend Paw Coins, the ones given by AOW are used first, starting with those that expire soonest.
• Paw Coin purchases are not refundable for change of mind. This does not apply where the law requires a refund, for example if you were charged but the coins did not arrive, if the coins do not work because of a problem, if a minor bought coins without a parent or guardian's permission, or if AOW stops its service while you still have unused coins. Please contact Live support. If you paid through Apple, Apple will also handle refund requests under its own rules.
• Tips and live gifts: the Paw Coins you send, less AOW's share and the 2% that goes into the giving pool, are recorded as the recipient's earnings, and the tip screen shows how much the recipient gets. There is a daily limit on tips, as shown in the app.
• A post boost buys impressions, meaning the number of times the post appears in other people's home feeds. AOW guarantees the number of impressions you buy; likes, comments and new followers are only estimates, and results are not guaranteed. Boosted posts are marked "Sponsored". If a boost has not delivered all its impressions by the end of its time, the unused Paw Coins are refunded in proportion (any part of a coin is not refunded). If you boost someone else's post, they will know it was you.
• While an author has reduced reach, any boost running on their posts is paused, and it carries on until fully delivered once the reduced reach ends. Boosts cannot be bought during the third level of reduced reach.
• AOW may stop a boost if there is a problem with the post's content. Boosts given by AOW stop immediately; for a boost you paid for with Paw Coins, the coins for impressions not yet delivered are refunded in proportion.
• The Pet Vote runs once a month, by Melbourne time. Each account gets 3 free votes a day and cannot vote for itself or for a pet in the same family. Outside the China region, once your free votes are used up, you can buy popularity with Paw Coins. Votes given by AOW and popularity AOW adds directly to a pet count towards the rankings in the same way as votes from users. Prizes and rewards are as shown in the app.
• Posters (pet accounts only, under Me → Posters): first add two photos of your pet (a face photo and a full-body photo), and AI draws your pet into a poster from them, with your pet's name drawn into the picture. Each account gets one free set of 2 posters, with scenes picked at random: they are given at your first check-in after signing up (accounts that had already checked in before this feature launched get them at their first check-in after launch); if you have not added the photos yet, drawing starts as soon as you do. If you want more, each extra poster costs 6 Paw Coins, and you can choose the scene (as shown in the app). Every poster is checked by AI once it is drawn (whether the name is right, and for garbled text, logos, people or alcohol); one that does not pass is redrawn automatically, up to 3 times per poster, at AOW's cost. If a poster cannot be made: for one you paid for with Paw Coins, the coins are refunded automatically; for a free one, you can have it drawn again for free (you can change the scene, up to 2 times). Posters are AI-generated; only you can see your finished posters, and you can save them to your photos or share them; if you tap "Share to AOW Home" on the poster page, the poster is published as a public post that everyone can see. For how the photos are used and who they go to, see the Privacy Policy.
• Animated avatar (pet accounts only, on the "My 3D avatar" page): AI draws a cartoon avatar from the photo of your pet you upload, and an AI video service (Kling) then turns it into motion videos. Each time you create an avatar, 2 videos are made free of charge: one that plays continuously, of your pet sitting and offering a paw, and 1 action you choose (for example, gazing at you, lying down to sleep, playing with a ball, rolling over, scratching the ground, begging with its paws together or dancing; actions your pet cannot do are not shown). Each additional action costs 8 Paw Coins (as shown in the app), and if a video cannot be made, the coins are refunded automatically. Videos already made are kept; you can create a new avatar once every 90 days, and the 2 free videos are made again when you do. The videos are AI-generated. For how the photo is used and who it goes to, see the Privacy Policy.

9. Earnings and Withdrawals

• The tips, live gifts and cash rewards you receive are recorded in your earnings balance, which you can spend in AOW or withdraw. Paw Coins you bought and your AOW balance cannot be withdrawn.
• Withdrawals are paid to your bank account through Stripe. Before your first withdrawal, you need to add your payout account and verify your identity on Stripe's pages as Stripe requires. Standard withdrawals usually arrive in 1 to 3 business days and are free; instant withdrawals arrive in about 30 minutes and carry a fee of 1% of the amount withdrawn, which you pay. Withdrawals for the China region are not open yet.
• If you apply to withdraw while your account is suspended, AOW Customer Service reviews the request manually and will reply within 7 days. If it is not approved, the money goes back to your earnings balance.
• Your earnings balance does not expire. You may need to declare the income you receive from tips, live gifts and rewards for tax under the law where you live.

10. Shopping in the Shop

• Products in the shop are sold by individual merchants, and the contract of sale is between you and the merchant. AOW provides the platform, reviews merchants and listings, and handles payments, settlements and complaints. Product quality, shipping and after-sales service are first the merchant's responsibility.
• Items you buy from an AOW official store are sold by AOW itself: the contract of sale is between you and AOW, shipping, after-sales and refunds follow these terms, and your rights under the Australian Consumer Law and other laws apply as usual.
• Each region has its own shop (China, Australia and the United States). You can choose which region's shop to browse (for example, to buy for a friend there). Each shop only ships within its own region, and prices are in that region's currency.
• Before you order, add a delivery address (the same in the App and on the website; you can pick one you saved): shipping is calculated from this address. If the seller charges shipping by weight or by item, that is what applies, and remote areas cost extra. The seller sends your order to this address.
• When you order, you can write a note to the merchant and add up to 3 photos (in the App and on the website), and the merchant sees them as soon as the order comes in.
• Products are either in stock or pre-order: an in-stock product page shows how soon it ships (for example, "In stock: ships within 48 hours of payment"); for a pre-order product, the product page and checkout both show "Pre-order: ships within N days of ordering" (N is set by the merchant, from 1 to 60 days, counted from the moment you pay), so please check before you order.
• You only pay for the items and shipping (less any store coupon you use; see "Store coupons" below). Shop orders carry no AOW platform service fee. For every item sold, AOW adds 0.2 in the local currency to that region's giving pool.
• You can pay by card (on Stripe's payment page, which also offers Apple Pay and Google Pay) or with the balance in your AOW wallet. The China region will only use Alipay and WeChat Pay, and payment is not possible there until they open. After you order, you pay on a payment page. An unpaid order is held for a while and then closes automatically. If you have paid but the order could not be completed (for example, the stock was bought by someone else before your payment went through), the money goes back to your original payment method.
• Before the merchant ships (in stock or pre-order alike), you can cancel your order yourself without the merchant's approval, and the money goes back to your original payment method. You can also change the delivery address once before shipping.
• Products a merchant deletes no longer appear in the shop, in search or in the store, and any in your cart are marked "No longer on sale" and cannot be bought; orders you placed before still show the product as it was when you ordered, and shipping, after-sales and refunds for them follow these terms.
• After shipping, you can request after-sales service, including within 7 days after you confirm receipt; you can do this from the order details in the app or on the website. The kinds of after-sales service are: return and refund, refund only, exchange only (no refund), send a replacement (for an item that is missing, damaged or left out: once the merchant agrees, they send another one, with no refund and nothing to send back), and other after-sales service (say what you need, such as an invoice or a missing accessory, and work it out with the merchant in the after-sales request; the merchant then chooses the result: a partial refund, a replacement, or resolved; if the merchant has not chosen a result within 48 hours of your request, AOW takes it over automatically and replies to you within 14 days). If a merchant sent you extra items or something that was not yours by mistake, the merchant may also ask you to send it back (return only: no refund, and the merchant pays the return postage: enter the postage and upload the receipt when you send it back, and it is refunded to your original payment method once the merchant confirms receiving it; if the merchant does not confirm within 7 days, AOW confirms and refunds it automatically). When you ask for a refund, you can enter how much you want back (for example, only part of the price if a piece is missing), up to what you actually paid for that item (less its share of any store coupon) plus any shipping due back to you. The merchant can approve, decline, or offer a smaller amount with a reason: if you accept it, that amount is refunded; if you do not, you can ask AOW to step in. If the merchant does not respond within 48 hours, AOW approves the request automatically (for other after-sales service, AOW takes it over automatically, as above); after you send a return, if the merchant does not confirm receiving it within 7 days, AOW refunds you automatically. Where an item needs to be sent back in other cases (other than return only), you and the merchant agree on the return postage.
• If the merchant declines your after-sales request, or you and the merchant cannot reach agreement, you can ask AOW to step in from that order's after-sales request: the request becomes a complaint, which AOW handles. If the after-sales period has passed, tap "File a complaint" on the order in the app to reach AOW. When you complain, you can upload evidence (photos and a short explanation); the store can see what you write and the photos, and will explain its side. AOW will reply within 14 days and tell you and the merchant its decision (whether the complaint is upheld or not, and why).
• If tracking shows the parcel was delivered 7 days ago and you have not confirmed receipt, the system confirms it for you.
• Nothing in these terms limits your rights under the Australian Consumer Law or other laws.

11. Store Bookings and Deals

• A store booking made through AOW is an arrangement between you and the merchant; AOW passes on the details and sends the notifications. Bookings are free. Each booking has a QR code, which can usually be redeemed in store from 1 hour before to 2 hours after the booking time (the merchant can change this). A booking that is not redeemed in time lapses. If the store needs to cancel or change the time of a booking it has confirmed, you will be notified.
• A store deal is a transaction between you and that store (this includes co-selling deals; see the next point). AOW provides the platform and the tools for payment and redemption. When you order, you enter a name and phone number for redeeming the deal in store, and the store can see the full name and phone number. You can also write a note to the store and add up to 3 photos when you order, and the store sees them with the order and with any booking.
• Co-selling deals: some deals are provided by another merchant and sold through a store, and the store page and deal page say "Provided by" with that merchant's name. You are still buying that store's deal: the seller is the store where you buy it, and the receipt is in that store's name; once you have bought it, your order and voucher also show only that store. You can only buy the deal at the store you came from and only use it there, where that store serves you and redeems the voucher. After-sales service and complaints work as set out in this section and are handled by that store; the merchant that provides the deal can also see them and reply. The merchant that provides the deal (which may be a partner seller with no physical store) supplies it to the store, and its address is not made public. Store coupons cannot be used on co-selling deals.
• The price of a store deal already includes the AOW platform service fee (it covers AOW's booking, redemption, refund and customer support service, and is the same whichever way you pay; in Australia, for each voucher it is 2% of the store's price plus A$0.35). The price shown on the deal page and in the cart is what you pay, with nothing added on top. Deals in the China region can only be bought once Alipay and WeChat Pay are open.
• How long a voucher is valid, which days it cannot be used and whether you need to book are as shown on the deal page. In store, show the voucher's QR code or give your phone number, and the staff will redeem it.
• You can refund an unused voucher at any time, and AOW automatically refunds vouchers that expire unused. In both cases the store's price is refunded, but that voucher's AOW platform service fee is not. For example, for a voucher you paid A$51.35 for (the store's price of A$50 plus an AOW platform service fee of A$1.35), A$50 is refunded if you refund it yourself. If the voucher cannot be used because of the store (no booking available, the store closes, or the store cancels), you get a full refund including the AOW platform service fee. For deals marked "No Change-of-Mind Refunds", you cannot ask for a refund yourself after buying; see the next point.
• "No Change-of-Mind Refunds": for some deals, the merchant has chosen "No Change-of-Mind Refunds", which is shown on the store page, the deal page and the payment page, so please check before you buy. For these deals, you cannot ask for a refund yourself after buying; vouchers still unused when they expire are still refunded automatically by AOW (the store's price is refunded; the AOW platform service fee is not); if a voucher cannot be used because of the store (for example, no booking is available, the store closes or the store cancels), or there is a problem with the service, you can still get a refund: contact the store, or within 3 days of redemption tap "After-sales Service" or "Complain About Store", or, for a voucher not yet redeemed, complain on the store page or contact support. Your rights under the Australian Consumer Law and other laws are not affected (for stores in the China region, your rights under local law).
• Sales paused, on sale until a date: a store (or the merchant that provides a deal) can pause sales of a deal (the deal page shows "Sales Paused" and it cannot be bought for the time being), or say until which day it is on sale, after which it is no longer sold. Vouchers you already have can still be used, and refunds follow the rules that applied when you bought them.
• Hotel and pet boarding deals: choose your check-in and check-out dates when you order: when you buy a deal from a hotel or a pet boarding store and the deal page says that dates must be chosen, you choose the check-in and check-out dates when you order (check-in from the next day at the earliest) and the number of rooms (hotels) or pets (pet boarding); the number of deals is calculated by the pricing the merchant has set (per room per night for hotels; per room per night or per pet per night for pet boarding). The merchant must state on the deal page the check-in time, the check-out time and the pets it accepts (kinds and any weight limit), and a pet boarding store must also state its vaccination requirements and whether a temperament assessment at the store is needed first, so you can see them before you buy; if the merchant has added "Other Stay Rules", you must read them and tick "I have read and agree to the store's stay rules" before you pay, or you cannot place the order, and the version you agreed to when ordering applies. After you pay, the merchant confirms the order: the deadline is 24 hours after payment, and no later than 12 noon on the check-in day (the store's local time), and the page shows the exact deadline before you pay. If the merchant rejects the order, or does not confirm it by the deadline, the order is refunded in full (including the AOW platform service fee). The voucher cannot be used until the merchant confirms; once confirmed, it can be redeemed at the store from the check-in day.
• Cancelling, changing dates and not arriving for hotel and pet boarding deals: the merchant chooses one of three refund rules, shown on the deal page and the payment page before you buy. With "Refund Anytime", you can cancel the whole booking at any time before the vouchers are used, and the store's price is refunded (the AOW platform service fee is not); with "No Change-of-Mind Refunds", you cannot cancel it yourself; with "Cancellable up to N Days Before Check-in (Platform Service Fee Non-refundable)" (N is set by the merchant), you can cancel until 11:59 pm (the store's local time) on the day N days before the check-in date, and the store's price is refunded but the AOW platform service fee is not (the same as "Refund Anytime"); after that, the booking cannot be cancelled or refunded, and vouchers still unused when they expire count as used and the money is paid to the merchant. If the merchant allows customers to change dates, you can ask before check-in to move the booking to other dates with the same number of nights and the same number of rooms (or pets), with no price difference; the change takes effect once the merchant confirms it, and until then, or if the merchant rejects it or does not handle it in time, the original dates remain valid. If the merchant cancels after confirming, you are refunded in full (including the AOW platform service fee). If the merchant has confirmed and you do not arrive on the check-in day, the merchant can mark the order as a "No-Show": the order then counts as used and the money is paid to the merchant, and you are notified; if you think the mark is wrong, you can complain. Your rights under the Australian Consumer Law and other laws are not affected.
• If you pay but the voucher could not be created (for example, the deal sold out at that moment, the store took it off sale or paused its sales, the deal was past its last day on sale, or you were already over the per-customer limit), everything you paid goes back to your original payment method. If you pay for the same order twice, only the store's price of the extra payment is refunded; the AOW platform service fee is not (the same as when you ask for a refund yourself).
• One payment split into several orders (for example, at one store you buy the store's own deal and a co-selling deal together): you pay once on one payment page, AOW may split it into several orders, which appear as separate orders in My Orders, and each order has its own receipt; the seller on each is the store where you bought, and you can see them all once you are signed in. If any order in that payment could not be created, the whole payment is refunded (how much is refunded follows the previous point).
• Chargebacks: if you dispute a deal payment directly with your card-issuing bank and the bank decides to give the money back to you, the unused deal vouchers in that payment are cancelled and can no longer be used (the bank has already returned the money to you, so AOW does not refund it again); if the bank later reverses its decision, AOW staff will contact you.
• The service in a deal is provided by the store. For 3 days after a voucher is redeemed (counted to the second from the moment of redemption: for example, a voucher redeemed at 3 pm on 4 November until 3 pm on 7 November), the voucher shows two buttons, "After-sales Service" and "Complain About Store" (in the app and on the website).
• "After-sales Service": first choose what the problem is (the page asks "What happened?"), then tap "Contact Seller". This opens an after-sales case (merely opening the page and going back does not count) and a chat with the store, which sees the problem you chose as soon as it opens the chat. The store must close every case, by marking it "Resolved" or choosing "Request AOW intervention"; a completed refund also closes the case. If the store has not closed a case within 48 hours (counted from when the case was opened, or from when you asked for a refund in it, not counting any time spent waiting for you to answer a smaller amount the store offered), AOW takes it over automatically and replies to you within 14 days. Within a case, you can ask for a refund in the same way as for online store after-sales service: give a reason, add photos and enter how much, up to the store's price included in that voucher (less that voucher's share of any store coupon); the AOW platform service fee is not refunded. The store can refund the amount you entered, refund part, or offer a smaller amount with a reason; if the store offers a smaller amount, please reply within 7 days: if you accept, that amount is refunded; if you decline, AOW steps in; if you do not reply within 7 days, the case closes. If the store marks a case "Resolved" and you disagree (if you asked for a refund and the store does not refund, it must give a reason), you can still tap "Complain About Store" within the 3 days after redemption, and AOW steps in directly. You can open at most 3 cases for one voucher (a case you withdraw yourself still counts), with up to 6 photos each time.
• "Complain About Store": contacting the store first is usually the quickest way to sort things out, so when you tap "Complain About Store", you are first asked whether you would like to use "After-sales Service" instead; if you still want to complain, you can, and AOW steps in. You can upload photos with a complaint, and AOW will reply within 14 days. While an after-sales case or complaint is still open, the store is not paid for that voucher.
• Once 3 days have passed since redemption and no after-sales case or complaint is still open, the voucher is closed, and after-sales for that order on the AOW platform has ended (the two buttons disappear once the 3 days have passed, and a case or complaint opened within the 3 days carries on under the time limits above). Closing does not affect your rights under the Australian Consumer Law or other laws: after the 3 days, you can still contact the store directly (if the store has given a phone number, it is shown on the voucher and on the store page); for stores in the China region, your rights under local law are not affected either.
• For a problem with a voucher that has not been redeemed (for example, the store will not redeem it), tap "Complain" on the store page, or reach AOW through support. Deals a store deletes can no longer be seen or bought; vouchers you already have can still be used and refunded under the rules in this section.
• Some of the first places in the list of physical stores are bought by stores in a weekly paid auction, or picked directly by an AOW official store (AOW's own store), and they are always marked "Sponsored".

12. Store Coupons

• Store coupons are issued by merchants, and the merchant pays for the discount. There are two kinds: "spend X, save Y" coupons (for example, A$5 off when you spend A$50), and cash vouchers (a set amount off; see below). Either kind can only be used at the store that issued it: an online store's coupon only on that online store's products, and a physical store's coupon only on that store's deals. Store coupons cannot be used on co-selling deals (deal pages that say "Provided by"); if you buy the store's own deals in the same payment, the store's coupon only comes off the store's own deals.
• Cash vouchers: a merchant sends them to chosen customers (by entering the customer's phone number, email address or AOW ID), and decides how many each person gets. When a merchant sends you some, AOW Notices in the app tell you which store sent you how many cash vouchers and for how much; please claim them within the claim period shown on the voucher (set by the merchant, at most 90 days; claiming takes all the ones sent to you at once), and once claimed, use them within the number of days the merchant set (at most 90 days, until 23:59:59 on the last day in the store's local time). Cash vouchers have no minimum spend and come straight off the price of the products or the deal (not shipping or the AOW platform service fee); if that price is less than the voucher, it comes off down to 0, with no change given and nothing refunded for the rest. If you do not have an AOW account yet, you can still get them by signing up within the claim period with the phone number or email address the merchant entered; AOW never sends text messages or emails to people who have not signed up. Cash vouchers not claimed by the end of the claim period expire.
• Where to get "spend X, save Y" coupons: coupons anyone can claim on store pages, product pages and deal pages; "New customers only" coupons (only people who have never paid at that store can claim them, and orders that were cancelled or fully refunded still count as paid; several accounts with the same phone number or email address, and a pet account and its main account, all count as one person; if you pay at that store after claiming one and before using it, it can no longer be used); coupons a merchant sends you in Buyer questions (sent to you alone, and no one else can claim them); and coupons claimed through a link or QR code from the merchant (for example, one printed on a stand in the store). You need to sign in to claim a coupon.
• Every coupon shows its conditions: for a "spend X, save Y" coupon, how much you need to spend and how much you save, and for a cash voucher, how much it takes off; whether it works on the whole store or only on certain items, the dates it can be claimed and used (in the store's local time), how many each person can claim, and how many are issued in total. The minimum spend of a "spend X, save Y" coupon is calculated on the merchant's prices, not including shipping or the AOW platform service fee. Coupons you claim are listed under Coupons in your account (on the website, in My AOW), and we remind you the day before one expires. If a merchant stops issuing a coupon, the ones you have already claimed can still be used until they expire.
• You can use at most 1 coupon per store in each payment. At checkout, the system picks the coupon that saves you the most, and you can choose another one or none. For a store deal, the coupon comes straight off the total price you see: for example, with an A$5 coupon, a voucher priced at A$51.35 (AOW platform service fee included) costs A$46.35. Once you open the payment page, the coupon is held for that order for 30 minutes (as long as the payment page lasts); if you do not pay, or the payment page expires or is cancelled, the coupon goes back to you automatically. If a payment only goes through after its payment page has expired and the coupon has meanwhile been used on another order, that payment is refunded (for a store deal, in the same way as paying for the same order twice). If what is left to pay after a coupon is 0, or less than A$0.50, you do not need to pay anything and the order goes through immediately (the merchant covers the difference).
• Store owners and staff cannot claim or use their own store's coupons.
• When there is a refund: if it is for your own reasons (whether the whole order or only part of it, or a deal voucher you refund yourself or that AOW refunds automatically when it expires unused), the coupon is not given back; if it is for a reason on the merchant's side (for example, a quality problem, the wrong item, an item not as described, an item that never arrived, or the store cancelling), or the merchant refunds or cancels the order themselves, the coupon is given back to you, and if it has already expired by then, you get another 7 days to use it. A coupon used in one payment is only given back once.
• For an order paid with a coupon, the discount is split by amount across each item and each deal voucher at the moment you pay, and a refund gives back what you actually paid for that item (or voucher). For example, if you used an A$5 coupon on a deal voucher priced at A$51.35, you paid A$46.35; if you refund it yourself, A$45 is refunded (the store's price of A$50 less its A$5 share of the coupon), and the AOW platform service fee of A$1.35 is not. If you buy two items together in an online store (A$30 and A$20, with A$5 off orders of A$50), they get A$3 and A$2 of the discount, and if you later return only the A$20 item, A$18 is refunded.
• If anyone uses several accounts, fake transactions or other improper means to claim or use coupons, AOW may cancel those coupons and deal with the account as described in "Breaches, actions and appeals".

13. Reviews and Q&A

• Only people who have ordered from a physical store can review it: a deal you paid for at that store (even if it was later refunded), or a booking at that store where the store confirmed you showed up, both count as an order. A main account and its pet account, and accounts with the same phone number or email, count as one person: an order placed by the pet account lets the main account write a review, and the other way round. If you have not ordered from a store, you can ask in Q&A on its store page first.
• Each person can write at most one review for the same store in 30 days; to write a new one, you can delete your earlier review first. A store's owner and staff cannot review their own store.
• Places that are not businesses, such as parks, can be reviewed by anyone who is signed in (pet accounts and human accounts alike). A human account can review a product in an online store once it has ordered that product (paid for it, without that item being fully refunded or cancelled; a main account and its pet account, and accounts with the same phone number or email, count as one person).
• Q&A: anyone who is signed in can ask a question on a store page, even without having ordered there; customers who have ordered from that store, and the store's owner and staff with permission, can answer. Answers written in the store's name are marked "Store answer", and answers from customers are marked "Customer". Each account can ask up to 10 questions and post up to 30 answers in 24 hours. When someone answers your question, AOW Notices in the app will let you know.
• Merchants can reply publicly to reviews, but they cannot delete reviews, questions or answers written by customers. You can delete your own reviews, questions and answers at any time.
• Reviews, questions and answers are public: everyone can see your name, profile photo, what you wrote and your photos (see the Privacy Policy). Please share your real experience; do not post untrue reviews, and do not use reviews or Q&A to advertise, leave contact details or harass anyone. If something seems untrue or breaks the rules, customers and merchants can report it, and once AOW has checked, it will remove content that breaks the rules and deal with the account as described in "Breaches, actions and appeals".

14. Pet Breeding and Adoption

On AOW, only breeders approved by AOW may sell live animals (including selling puppies or kittens, stud services and litters born to your own pets), and only rescue organisations qualified under local rules and approved breeders may list animals for adoption. No one else may sell or rehome animals on AOW or post paid breeding offers.

• Every breeder goes through an AI review report and must be approved individually by a member of the AOW team. Animals are sold by the breeder, and the breeder is responsible for the animal's health and for the accuracy of its records.
• Dogs, cats and reptiles are currently open (reptiles only where local law allows). The China region will open only after Alipay and WeChat Pay are available.
• Each animal is listed on its own. Live animals can only be paid for in full or with a deposit. Instalments, buy now pay later and Paw Coins cannot be used to buy a live animal.
• The breeder chooses how payment works, and you pay the listed price, with no payment service fee on top. If you pay in full, you can get a refund of everything you paid at any time before handover. If you pay a deposit, it is no more than half the total price; if you change your mind, the deposit is not refunded (it goes to the breeder) and any balance you paid is refunded, and if the breeder cancels or there is a problem with the animal, you get a full refund.
• Handover must take place in person at the breeder's registered premises. Animals are never posted or shipped. At handover, the breeder must enter the animal's microchip number and vaccination dates in AOW and upload the vaccination certificate, breeding certificate and any other documents local law requires to be given to you, and you can see them in the order.
• After handover, AOW only pays the breeder once the guarantee period set by local law has ended (21 days where the law does not set one), and any refund due to you under local law during that period is paid from the money not yet paid to the breeder. Your rights under local law to refunds, replacements, compensation and so on are not affected.
• Adoption: the adoption fee goes in full to the rescue organisation, and AOW takes no commission. The payment service fee is paid by the person adopting.

15. Health, AI, Insurance and Travel Information

• AI readings of lab results and other AI-generated content are for reference only, may be inaccurate, and do not replace a vet's diagnosis. If your pet is unwell, please see a vet promptly.
• AOW is not an insurer or an insurance broker. It does not sell insurance or give insurance advice. Plans on our insurance pages come from insurers' public information, and the insurer's own website is the final word. Spots marked "Ad" are paid placements by insurers: AOW charges them an advertising fee by impressions or by the month, never based on whether you buy.
• For airline and rail pet policies, AOW only links to the official pages; each company's own website is the final word.
• Information about places on the map and in the list of physical stores (such as pet labels, whether pets are allowed, opening hours and "Open Now", and whether dogs can be off the leash in a park) comes from merchants, users, places added by AOW and map providers (park information mainly comes from OpenStreetMap; when OpenStreetMap cannot be reached or finds none nearby, it comes from Google Maps, or possibly Amap in mainland China) and may change, so it is best to check with the business before you go, and to check the signs when you get to a park.

16. Breaches, Actions and Appeals

If you break the law, these terms or the AOW Community Guidelines, we may take the following actions, depending on the case:

• Removing content. If a post is removed, what was added to the giving pool for it is taken back.
• Reduced reach: in the last 90 days, the first breach gets a reminder only; the second time, your posts are shown lower in recommendations for 7 days (your followers still see them as usual); the third time, they are shown lower for 30 days, and your posts cannot be boosted during that time; from the fourth time on, our team decides whether to mute or suspend the account. Each breach stops counting after 90 days.
• Muting: for a set time you cannot post, comment or go live, but direct messages and group chats work as usual.
• Live streaming ban: for a set time you cannot start a live stream.
• Account suspension: you can still sign in and browse, use insurance and health records, shop and get after-sales service, book and contact stores, and appeal to support; but you cannot post, go live, like, comment, check in, send messages, follow or vote, or spend Paw Coins, and withdrawals are reviewed manually by AOW Customer Service.
• Stopping boosts, and cancelling rewards and coupons obtained by improper means.

Animal cruelty, harm to minors, scams and selling animals, and anything illegal skip the reduced-reach steps above and go straight to our team.

We tell you about every action we take: which content it concerns, which rule of the Guidelines it breaks, why (we write a short explanation), whether AI or a member of our team made the decision, and how long it lasts. Actions on your account are only shared with you and are never made public.

If you think we got it wrong, you can appeal under Settings → Account status, and we will reply within 48 hours. If your appeal succeeds, we reverse the action and restore the content.

Where something is illegal, we will keep the relevant records as the law requires and cooperate with the authorities.

17. Third-Party Services

• Some services in AOW are provided by third parties, such as Apple (sign-in, in-app purchases and push notifications), Google (sign-in, maps and translation), Stripe (payments and withdrawals) and the websites of insurers and airlines. When you use them, their own terms also apply.
• Some map features and content in AOW are provided by Google Maps (for example, finding addresses and places, the list of pet-friendly places, place photos and park information on our website). By using these features and content, you agree to be bound by the Google Maps/Google Earth Additional Terms of Service and the Google Privacy Policy.
• Once you leave AOW for a third party's website or service, that third party is responsible for its content and services.

18. Changes, Interruptions and Ending the Service

• We keep improving AOW and may add, change or stop features. The service may be interrupted for maintenance, upgrades or faults; for planned maintenance, we will try to let you know in advance.
• If AOW stops the whole service, or a feature you have paid for, we will tell you in advance and deal with your unused Paw Coins and other entitlements as the law requires.
• You can stop using AOW and ask us to close your account at any time. If you breach these terms, we may restrict or end your account as described in "Breaches, actions and appeals". Transactions completed and rights and obligations that arose before an account ends are not affected.

19. Our Responsibility and Its Limits

• Guarantees given to you by the Australian Consumer Law and other laws cannot be excluded or limited by these terms.
• We work hard to keep AOW reliable and secure, but we cannot promise that AOW will never fail or be interrupted, or that you will get the result you want (such as likes and followers after a boost).
• To the extent the law allows, we are not liable for indirect loss. Other users and merchants are responsible for their own actions; we help by reviewing, handling reports and complaints, and supporting you in enforcing your rights.
• To the extent the law allows, we are not liable for loss caused by events beyond our control (such as natural disasters, network or power failures, or government action) or by third parties.
• None of the above limits any liability that the law does not allow us to exclude, such as for personal injury, or for loss to your property caused by our deliberate misconduct or gross negligence.

20. Changes to These Terms and Notices

• We will update these terms from time to time. New versions are published on our website with the last updated date and effective date at the top of the page. When AOW makes important updates, we will notify you at least 7 days in advance (through notices in the app, by email or with an announcement on our website, explaining what has been updated).
• In the version of 20 October 2026, the "3 days after redemption" for physical store deals is the time for asking for after-sales service and complaining on the AOW platform; it does not reduce your rights under the Australian Consumer Law or other laws (after the 3 days, you can still contact the store directly), so that version applies from its effective date without the 7 days' notice.
• In the version of 27 October 2026, "No Change-of-Mind Refunds" only applies to deals marked with it and bought after that version takes effect, and it is shown on the store page, the deal page and the payment page before you buy; co-selling and paying for several sellers at once are new ways to buy; and AOW taking over "other after-sales service" requests that an online store has not dealt with within 48 hours is to your benefit. None of these reduces your rights under the law, so that version applies from its effective date without the 7 days' notice.
• In the version of 2 November 2026, Posters, animated avatars, what Paw Coins can be used for, the music built into the app and the date rules for hotel and pet boarding deals are descriptions of new features; co-selling deals now state that the seller is the store where you buy, and your rights stay the same; and deleting your account in the app is your own choice, and before you submit, the deletion page shows the Paw Coins and balances that would be forfeited, so you can use them up or withdraw first. So this version applies from its effective date without the 7 days' notice.
• People who sign up after a new version is published are covered by it from the moment they agree; people already using AOW are covered from its effective date. Refunds for deal vouchers and pet breeding paid before a new version takes effect follow the rules that applied when they were paid. If you do not agree, you can stop using AOW and ask us to close your account before the change takes effect (for what happens to unused Paw Coins, your earnings balance and deal vouchers, see "Your account" and "Earnings and withdrawals"). Continuing to use AOW after the effective date means you accept the new version.
• We may contact you through AOW notices in the app, push notifications, text messages, email or announcements on our website. Please keep your phone number and email address up to date.

21. Disputes and Other Terms

• If you have a question or a dispute, please come to us first through Settings → Help & support or by writing to hello@all-our-world.com. We will reply within 14 days and do our best to resolve it together. If we cannot, it will be resolved under the applicable law. Your rights under the consumer protection laws where you live are not affected.
• If any part of these terms is found to be invalid, the rest remain in effect. Headings are only there to make the terms easier to read.
• The Korean and Japanese pages show the English version of these terms.

22. Contact Us

Write to hello@all-our-world.com, or use Live support under Settings → Help & support in the app.