AOW Merchant Services Agreement

1. The parties and what this agreement covers

AOW (All Our Worlds) is made up of the AOW app, the website all-our-world.com and the merchant centre, and is operated from Melbourne, Australia. In this agreement, "AOW", "we" and "us" mean the operator of AOW. The entity that operates AOW may change in future (for example, if a company is set up to run AOW, or AOW's business in a particular region). We will tell you before that happens, and the new operator will continue to perform this agreement.

"You" and "merchant" mean the company, sole trader or other organisation that joins AOW. If you join in the name of a company or organisation, it is bound by this agreement, and anyone who accepts these terms or uses the merchant centre on its behalf confirms that they are authorised to act for it. If you join as an individual, you must be legally able to take on the obligations in this agreement.

This agreement covers everything you do as a merchant on AOW:

• Online stores: selling products in the AOW shop and shipping them yourself.
• Physical stores: your store appears under "Pet friendly" on the AOW map, and customers can book, message you and buy your deals on AOW.
• Pet breeding and pet adoption: two store categories with extra requirements, open only to approved breeders and registered charities (adoption organisations) (see "Pet breeding and pet adoption").

AOW provides a platform service. It is not the seller of the products and services you sell. When a customer buys your products or deals on AOW, the sale is between you and the customer, and you are primarily responsible for the quality and safety of your products and services, for shipping and for after-sales service. AOW reviews merchants and listings, provides the tools you trade with, collects customers' payments through a payment provider and pays you under this agreement, and handles customer complaints.

Some terms used in this agreement:

• Merchant centre: the web dashboard (all-our-world.com/merchant) where you manage your store, products, orders, payouts and staff accounts. You can also open it from "My business" in the AOW app.
• Order transaction price: the price a customer pays for an item (unit price times quantity), not including shipping.
• Commission: the service fee AOW charges as a percentage of the order transaction price or of a deal's listed price.
• Payment processing fee: the fee the payment provider charges on online store orders, which you bear.
• Payment service fee: an extra amount the customer pays when buying a physical store deal (including pet breeding and pet adoption) to cover the payment provider's fee, which the customer bears.
• Voucher: the electronic voucher a customer receives after buying a deal, with a QR code and a 12-digit code.
• Redeem: when a customer uses a voucher or arrives for a booking, you scan the code, enter it or look it up by phone number in AOW, and confirm it. Whether something has been redeemed is determined by AOW's system records.
• Payout: AOW transferring the money you are owed to your payout account.
• Merchant deduction: an amount you must bear under this agreement, which is taken from your future payouts.
• Deposit: the security deposit an online store pays, which AOW holds.
• Promotion: product campaigns and store promotion that you pay for separately.

2. Joining and review

Your merchant account

You create a merchant account with your email on the website or in the merchant centre (AOW staff can also send you an invitation). Before you submit an application, you must link a mobile number by SMS verification. One account can open up to 5 stores.

You must tick the box to accept the merchant terms before you submit an application, and again if you resubmit after it has been sent back.

What you need to provide

What you need to provide depends on your store's region and business category. The merchant centre lists each item, and the full list is in the AOW Platform Rules. In short:

• Online stores: region and type of business (company or sole trader), company details and business licence (or local business registration), the legal representative's name and ID, a contact person, store details, brand documents (trademark registration and brand authorisation), shipping and return addresses, and an after-sales phone number. If you sell staple food, nutrition or health products for dogs and cats, you also need the matching qualifications (in the China region you must join as a company with paid-in capital of at least RMB 500,000).
• Physical stores: the country the store is in, the public store details, the applicant's role and ID, the licences or permits required for your region and business categories, and store verification (a 30-second video taken on site, or a phone call from AOW to the store).
• Pet breeding and pet adoption: the physical store details, plus the extra qualifications these categories require.

You confirm that everything you give AOW is true, accurate, complete and yours to provide. If anything changes (for example, a licence expires or is renewed, or your legal representative or address changes), update it in the merchant centre promptly. If your documents include other people's personal information (for example, the ID and contact details of your legal representative, contact person or staff), you must tell them how AOW will handle it and get their consent first.

Review

AOW reviews your application. We may check the numbers you give against official public registers, and we may ask for more documents, a video taken on site or a phone call to verify. If we do not approve it, we will tell you why, and you can fix it and resubmit.

Approval only means that AOW has checked the documents you provided. It does not mean AOW guarantees the quality, safety or legality of your products or services. The "AOW verified" badge your store shows on the map after approval means the same thing.

Once an online store is approved, its company, brand and ID details are locked; contact AOW to change them. A physical store that changes its name, categories, address, ID or licences goes back to review, and its deals cannot be bought until it is approved again.

When you can start trading

• Online stores: your products can only be submitted for review, appear in the shop and be ordered once your application is approved, your deposit is paid in full and your store is not suspended. If any of these stops being true, your products disappear from the shop until it is fixed. You also need to set up your shop front in the merchant centre before you submit products.
• Physical stores: once approved, your store appears on the AOW map and can take bookings. Each deal must also be approved before it goes on sale.

3. What AOW provides

In the merchant centre and the app, AOW provides:

• Online stores: a store page and shop front, product listing and review, display in the shop for the regions you choose, orders, shipping and after-sales tools, parcel tracking, buyer questions, complaint handling, payouts, analytics, promotion, live shopping and staff accounts.
• Physical stores: a store page and map listing, bookings, deals, redemption tools (scan a code, enter a code or look up by phone number), customer messages, complaint handling, payouts, analytics, promotion and staff accounts.

We work hard to keep the service reliable and secure, but we cannot promise it will never fail or be interrupted. Maintenance and upgrades may make some features temporarily unavailable, and we will try to tell you in advance. AOW may improve, add or change features; any new feature with its own rules will have them shown in the merchant centre.

The numbers in Analytics are totals that AOW calculates from its own records, and how each one is worked out is explained in the merchant centre. You only ever see totals, never which customer did what.

4. What you must do as a merchant

• Operate lawfully. Keep your business licence, permits and qualifications valid for as long as you trade. If any of them is cancelled, expires or is suspended, tell AOW straight away and stop the activity it covers.
• Describe your products, deals and store truthfully (including how pet friendly your store is and when bookings are available). Pictures and text must match, and nothing may be exaggerated or misleading.
• Make sure your products and services are of acceptable quality and safe, and follow the consumer laws of your region (and of any region you sell into). You may not use store policies or listing text to exclude or limit rights that customers have by law (such as the consumer guarantees under the Australian Consumer Law).
• You set your own prices, and any price you show must be genuine. A crossed-out price or a regular store price must be a real price, not one made up to make a discount look bigger.
• If a customer asks for an invoice or receipt, provide one as the law in your region requires.
• You are responsible for the taxes on your business income and sales (such as GST, sales tax, VAT and income tax). If you sell into other regions, you are also responsible for that region's import, customs duty and tax requirements. Where the law requires the platform to collect or pay a tax, AOW will do so as the law requires.
• Follow the AOW Platform Rules. Anything you post (text, pictures, videos and live streams) must also follow the AOW Community Guidelines.
• Do not place fake orders, post fake reviews or make fake redemptions, and do not invent transactions or manipulate sales numbers, ratings or rankings in any other way.
• Do not steer customers into paying or trading outside AOW.
• Provide accurately any business information the law requires you to show customers (such as your business licence details). AOW may display it on your store page where the law requires.

5. Online stores: orders, shipping and after-sales

These are the main points. The AOW Platform Rules have the details.

• Each region has its own shop. Your store belongs to the region you chose when you applied, and your products sell first in that region's shop, priced in its currency. You can also set a separate price for any of the other regions to sell in their shops. A customer's delivery address is always in the region of the shop they bought from, and you must ship there.
• An order only exists once the customer's payment succeeds. Ship promptly, and enter the carrier and tracking number in the merchant centre.
• Before an item ships, the customer can cancel at any time and is refunded straight away. You can also cancel an order and refund it before shipping, with a reason.
• After an item ships, the customer can ask for after-sales service (return and refund, refund only, or exchange), including within 7 days after confirming receipt. You must deal with each request within 48 hours, or AOW approves it automatically. Once the customer has sent a return back, if you do not tap "Return received" within 7 days, AOW refunds the customer automatically.
• A refund covers the item's transaction price plus its share of the shipping, and goes back to the customer's original payment method. Return postage is agreed between you and the customer; AOW is not involved.
• The platform's after-sales periods do not limit the rights customers have by law. If that period has passed, or the customer cannot reach agreement with you, they can complain to AOW and we will deal with it (see "Refunds, after-sales and merchant deductions").

6. Physical stores: bookings and deals

• Bookings: customers book your store on AOW for free. You confirm or decline in the merchant centre or the app, and a booking only stands once you confirm it. Each booking has a QR code that, by default, can be redeemed from 1 hour before to 2 hours after the booked time (you can change this in the merchant centre). A booking that is not redeemed in that window lapses.
• Deals: you list deals in the merchant centre with a title, pictures, what is included, terms of use, price, regular store price, validity period, days it cannot be used, whether a booking is needed, a per-customer limit and stock. Each deal must be approved before it goes on sale (see the AOW Platform Rules).
• Once a customer has paid and received a voucher, the deal is a contract between you and the customer. You must serve the customer as the deal page describes, within the validity period.
• Customers give their name and mobile number when they order. When they arrive, you or an authorised staff member scan the code, enter it or look the voucher up by phone number, check it with the customer and redeem it. Only redeem a voucher when the customer has actually come in to use it. Never redeem a voucher for a customer who has not come.
• Vouchers that are not redeemed are not paid out to you. Customers can refund unredeemed vouchers at any time, and AOW refunds them automatically when they expire; in both cases only your listed price is refunded. If a voucher is refunded for a reason on your side (for example, you cannot fit the customer in, the store has closed, or you cancel it in the merchant centre), the customer gets back everything they paid, including the payment service fee, and the payment service fee refunded to them becomes a merchant deduction taken from your next payout.

7. Pet breeding and pet adoption

These two categories are being opened step by step. The rules below have been decided; the AOW Platform Rules have the details. They involve live animals: you must follow every law in your region on animal breeding, sale, rehoming, disease control and animal welfare, and where the law is stricter than the merchant terms, the law applies.

Pet breeding and pet adoption are not open in the United States region for now.

Pet breeding

• Only breeders approved by AOW may sell live animals on AOW. Selling puppies or kittens, selling a litter from your own pet and offering stud (mating) services all count as pet breeding. If any other online or physical store lists something like this, AI rejects it straight away.
• When a breeder applies, AI first writes a review report from the application and information that is publicly available online (past experience, website details, past sales, price fluctuations, the specific breeds and their quality, breeding qualifications, and compliance). Our staff then review it by hand, and every breeder must be approved manually by a member of AOW staff.
• Breeders in South Australia must also enter the name, phone number and DACO number of every person involved in breeding and selling when they apply; as South Australian law requires, these are shown on your listings. In other regions, listings still do not show phone numbers.
• Animals currently open: dogs, cats (cats must also have proof of registration) and reptiles (only in regions where local law allows them).
• One animal per listing.
• AOW's commission is 10%. The customer pays the payment service fee.
• By default, customers pay in full, and can get a refund at any time before handover (the listed price is refunded; the payment service fee is not).
• You can instead choose a deposit: the deposit cannot be more than half the total price, and where local law sets a lower limit, the local limit applies (for example, under China's Civil Code a deposit cannot be more than 20% of the total price). The customer pays the deposit first and pays the balance before handover, and handover can only take place once the balance is paid. Each of the two payments carries its own payment service fee, and the customer pays both.
• If the customer changes their mind, or the handover deadline passes without a handover (the handover deadline is the validity period of the animal's listing), it is treated as a cancellation by the customer: a full payment is refunded at the listed price; with a deposit, you keep the deposit and AOW takes 10% of it, and any balance already paid is refunded; payment service fees are not refunded. A deposit you keep is paid out to you 21 days after the cancellation (or after the handover deadline passed).
• If you cancel the sale, or the animal cannot be handed over because of a problem with it, the customer is refunded in full (including the deposit, the balance and both payment service fees), and the payment service fees refunded to the customer become a merchant deduction.
• If an order has been treated as a cancellation by the customer in this way (the customer cancelled, or the handover deadline passed without a handover) but the customer says the reason was actually on your side (for example, a handover time could not be arranged, or a problem with the animal meant it could not be handed over), the customer can contact customer support, and once AOW has checked, it is changed to a cancellation by you: for a deposit order, the customer is refunded in full (the deposit, the balance and both payment service fees); for a full payment, the payment service fee that was not refunded at the time is refunded too. The payment service fees refunded to the customer become a merchant deduction. For a deposit order, this can only be changed before the order is paid out; a deposit you keep is only paid out 21 days after the cancellation.
• No instalments and no buy now, pay later. Paw Coins cannot be used to buy live animals.
• Handover must take place in person at your registered breeding premises; animals are never posted or freighted. At handover (redemption), you must enter the animal's microchip number and vaccination dates in AOW and upload the vaccination certificate, your breeding certificate and any other documents local law requires you to give the buyer.
• Payout: after handover, you are paid once the guarantee period set by local law has passed (for example, 21 days in Victoria; where local law sets no specific period, 21 days).
• If, after handover, a customer gets a refund under local law (for example, returning the animal within 3 days in Victoria for a 75% refund): where the animal is returned and money is refunded, AOW no longer takes 10% of the original price but takes 6% of what remains after the refund (or your custom commission rate, if you have one and it is lower than 6%); where the animal is not returned and the customer is only compensated (for example, for vet bills), AOW still takes 10% of the original price, and you pay all of the compensation. For example, an A$4,000 puppy is returned and A$3,000 is refunded, leaving A$1,000: AOW takes A$60 and you receive A$940. If it is not returned and A$500 is paid towards vet bills, AOW takes A$400 and you receive A$3,100.
• If you have not been paid yet, the refund comes out of the money not yet paid to you. If you have already been paid, the amount overpaid to you becomes a merchant deduction taken from your future payouts. After you have been paid, you remain responsible for the protections the law gives customers.
• Pet breeding in the China region will only open after Alipay and WeChat Pay become available there, and its requirements will then be stricter than local law.

Pet adoption

• Only registered charities and approved breeders may post animals for adoption on AOW. Charity registration means the ACNC in Australia, the CRA in Canada, and registration as a social organisation with the civil affairs authorities in China. Where there is also a local number, you must provide that number too (for example, a source number starting with RE in Victoria, a rehoming organisation number (RON) in New South Wales, or a MAPAQ permit in Quebec).
• For adoption organisations, only dogs and cats are open at this stage.
• AOW takes no commission: the whole adoption fee goes to the organisation, and the adopter pays the payment service fee.
• Adoptions are paid in full only; there are no deposits. Before handover, the adopter can get a refund at any time (the adoption fee is refunded; the payment service fee is not), and the same applies if the handover deadline passes without a handover.
• Handover follows local rules, and at handover you enter and upload in AOW the documents that local rules require. After handover, you are paid once the guarantee period set by local law has passed; where local law sets no specific period, 21 days.

Breeders' and adoption organisations' qualifications are shown publicly on their store's home page: the breeding qualifications or adoption organisation qualifications you provide under local rules (name, number, expiry date, official lookup link and certificate file) can be seen and opened by buyers. ID documents, business licence photos and payout details are not made public. If a certificate shows something you do not want made public, such as your home address, you can cover it before uploading, as long as the number can still be read clearly.

8. Fees

There is no fee to open a store on AOW and no monthly fee. AOW only charges commission once something sells (for deals, once the customer redeems). What you pay:

• The payment service fee on physical store deals (including pet breeding and pet adoption) is paid by the customer. It is shown separately at checkout and is not taken from your money, except where a refund is made for a reason on your side (see "Refunds, after-sales and merchant deductions").
• Your main category is the first category you chose when you listed your physical store. Changing it in Store details sends your store back to review; after the change, deals sold from then on use the new rate, and vouchers already sold keep the rate that applied when they were bought.
• Custom commission: if you have signed a separate contract with AOW, your commission follows that contract. AOW will show your custom commission and its start and end dates in the merchant centre and send you an AOW notice. A custom commission only applies to orders paid after it takes effect; orders already paid are not affected.
• The rates for each order are fixed when the customer pays, and later changes do not affect orders already paid. AOW charges no commission on refunded or cancelled items, or on vouchers refunded without being redeemed.
• For every item sold through an online store, AOW puts 0.2 (in the local currency) into the local giving pool. AOW pays this itself; it is not taken from your money. Physical store transactions do not go into the giving pool.
• AOW issues invoices for the commission, payment processing fees and promotion costs it charges you. Please fill in your invoice details under "Account and payouts" in the merchant centre. AOW can currently only issue Australian tax invoices, and cannot yet issue Chinese VAT invoices.

9. Payouts

Customers' payments are first collected by AOW through a payment provider (currently Stripe), and AOW pays you when the payout date arrives.

• An item with an after-sales request still open is not paid out until the request is closed. Refunded and cancelled items are not paid out.
• Money that is ready is transferred by AOW to the payout account you linked under "Account and payouts" in the merchant centre. You link the payout account on Stripe's page: your bank details and ID go only to Stripe. AOW does not keep your bank account number; it only records details such as the account's status, the bank name and the last four digits. Stripe does not currently support stores in mainland China, so they are paid by bank transfer as described in the merchant centre.
• Payouts are worked out in the currency of the orders (orders sold into another region are in that region's currency), with a separate payout for each currency. Each payout adds a line, with its payout number, to the payout history in the merchant centre, and you get an AOW notice.
• When AOW makes a payout, it first takes off any merchant deductions not yet taken (at most down to zero for that payout; anything left over carries to the next one).
• If you think a payout is wrong, raise it under "Contact AOW" in the merchant centre. We will check it and settle any difference either way.
• Items that have already been paid out cannot be refunded in the merchant centre; contact AOW instead.

10. Refunds, after-sales and merchant deductions

When a customer is refunded:

• Online stores: the refunded item is not paid out to you, and AOW does not charge commission or a payment processing fee on it.
• Physical store deals: when the customer refunds a voucher, or it is refunded automatically on expiry, only your listed price is refunded. You are not paid for that voucher and pay no commission on it, and nothing is taken from you. If it is refunded for a reason on your side, the payment service fee refunded to the customer becomes a merchant deduction.
• Pet breeding: see "Pet breeding and pet adoption".

AOW will only take money from your payouts (merchant deductions) for the two reasons below. Each deduction states its reason and can be seen in the merchant centre:

1. the payment service fee refunded to a customer when a voucher (including for pet breeding and pet adoption; with a deposit, the fees on both payments) is refunded for a reason on your side;
2. money that, after you have been paid, must be refunded to a customer under the law or as a result of AOW's handling of a complaint (for example, a quality problem raised after the platform's after-sales period, or, for pet breeding, the amount overpaid to you when a refund is made under local law after handover).

When AOW handles a customer complaint, we first ask for your side of the story (you can write it under "Complaints" in the merchant centre), then decide based on the law, the merchant terms and the evidence from both sides, and tell you and the customer the outcome. If you disagree with the outcome, you can appeal under "Contact AOW" in the merchant centre.

11. Deposit (online stores)

• An online store pays its deposit after its application is approved, either by card in the merchant centre (on Stripe's payment page) or by bank transfer (recorded by AOW staff once received). Your products can only be listed and bought once the deposit is paid in full. Physical stores (including pet breeding and pet adoption) currently join for free and pay no deposit.
• The deposit is only held by AOW. It is not AOW's income and it is not a fee. AOW records it separately and pays no interest on it. You get an AOW notice for every payment, deduction and refund.
• If you sell counterfeit goods, take payment without shipping, or fail to handle after-sales requests, and a customer suffers a loss as a result, AOW may compensate the customer first and then take the same amount from your deposit. Money taken this way goes to the customer, not to AOW. Every deduction states its reason and is notified to you; if you disagree, you can appeal under "Contact AOW" in the merchant centre.
• After a deduction, you must top the deposit back up. Until you do, your products are hidden from the shop and cannot be ordered.
• When you close your store, once your last order has been paid out and there are no open after-sales requests, complaints or disputes, AOW refunds the remaining deposit to you in full. AOW will confirm the refund method and timing with you when you ask to close.
• If the deposit amounts change in future, we will tell you in advance as set out in "Changes to this agreement".

12. Promotion

• Promotion is optional. You can only buy it by card (through Stripe) in the merchant centre on the web, not in the app. There are three kinds (product campaigns, online store promotion and physical store promotion), charged by impressions or by visits to your store. Prices (the price of one pack and how many impressions it buys, and the price per store visit) and the minimum and maximum per order are as shown in the merchant centre, and the amounts and counts are calculated by AOW's servers.
• While a promotion runs, your product or store is placed near the top and marked "Promoted". Impressions and visits are counted from AOW's own records: your own views do not count, repeats by the same person within a short time do not count, and a customer visiting the same store counts at most once a day.
• Promotion only increases the chance that your products or store are seen. It does not guarantee any number of views or sales.
• For impressions: any part not delivered by the end of the period is refunded to the original card automatically. For store visits: you can stop at any time, and the unused amount is refunded to the original card automatically. Banks usually take 5 to 10 business days to show the refund.
• From time to time, AOW may boost your products for free, for example for an event or as compensation, and will send you an AOW notice each time. AOW can stop a boost it has given at any time.

13. Customers' personal information

To fulfil orders and services, you will see some of your customers' personal information:

• online store orders: the recipient's name, address and phone number, the customer's AOW name and AOW ID, any note the customer leaves for you, and photos in after-sales requests;
• physical store deals: the full name and full mobile number the customer entered when ordering, and the full voucher code and order number;
• bookings: the contact details and message the customer left;
• buyer questions: messages and photos customers send you.

For this information, you must:

1. use it only to fulfil that order (shipping, redemption, the booking or after-sales) and to contact the customer about it, and never for marketing or promotion;
2. not sell it, give it to anyone else or make it public, and not use it to build your own customer list;
3. only let staff who need it for that order see it, and make sure they follow these rules too;
4. keep it secure, and delete or destroy it as the law requires once it is no longer needed;
5. tell us straight away under "Contact AOW" in the merchant centre if it is leaked, lost or misused, and take steps to put it right;
6. comply with the privacy laws in your region (such as Australia's Privacy Act, China's Personal Information Protection Law and Canada's PIPEDA).

If you break these rules, AOW may take action under the AOW Platform Rules, and in serious cases may suspend or close your store. You are legally responsible for any harm caused to customers. See the AOW Merchant Privacy Policy for more.

14. Your staff accounts

• The store owner can invite staff by email in the merchant centre and grant permissions one by one; managers can only grant permissions they have themselves. Staff must upload an ID document and link a mobile number and email before they can start work. Only the store owner can see or change the payout account.
• An email already used for an AOW app account cannot be used for a staff account (work and personal accounts are kept separate).
• Each store gets 20 staff accounts for free. The store owner can buy more by the month or by the year in the merchant centre (as priced there). Plans do not renew automatically: when a plan ends, the store goes back to the free 20, and any extra accounts are switched off with their details kept.
• Anything your staff do with their staff accounts counts as done by your store. Switch off accounts promptly when staff leave or no longer need access, keep login details safe, and tell AOW straight away if an account is misused.
• Please tell your staff what information AOW collects about them and how it is used (see the AOW Merchant Privacy Policy).

15. Content and intellectual property

• Your store details, the text, pictures and videos of your products and deals, and your store name, logo and trademarks belong to you or their original owners.
• So that we can provide the service, you give AOW a free, worldwide, non-exclusive licence to use this content: to store it; to show it in the app, on the website and in the merchant centre; to reformat it for different screens; to show it in search, recommendations and promoted spots; to create store and product cards (for example, in chats and when shared); and to have it reviewed by AI. The licence lasts while you use AOW. When you delete content or close your store, we stop showing it, but completed orders keep the product name, picture and price from the moment of the order, and anything the law requires us to keep is kept.
• You confirm that you have the right to post this content and that it does not infringe anyone's copyright, trademark, image rights or other rights. If someone complains that you are infringing their rights, AOW will tell you and may take the product or content down first; you can send us a statement and evidence that it does not infringe.
• The AOW name, logo, app, website and merchant centre belong to AOW. Do not use the AOW name or logo in a misleading way (for example, to suggest that AOW guarantees your business or is your partner), and do not scrape AOW's data or interfere with AOW's systems.

16. Breaches, measures and appeals

If you break the law or the merchant terms, AOW may take one or more of the following measures, depending on how serious the breach is and how often it has happened (common cases are listed in the AOW Platform Rules):

• sending back or taking down problem products or deals (with the reason; you can fix them and resubmit);
• compensating customers from your deposit (see "Deposit (online stores)");
• suspending your store: an online store's products disappear from the shop and cannot be ordered; a physical store is removed from the map and cannot take bookings, and its deals cannot be bought;
• ending the agreement and closing your store, for serious or repeated breaches such as selling counterfeit goods, fraud, submitting false documents, endangering people or animals, or leaking or misusing customers' personal information.

Each time, we will tell you in the merchant centre or by AOW notice what we did and why. Except in urgent cases (for example, a risk to the safety of people or animals, or clear counterfeiting or fraud), before suspending or closing your store we will first give you a chance to explain and put things right.

If you think a decision is wrong, you can appeal under "Contact AOW" in the merchant centre, and a member of AOW staff will review it and reply. You can also ask for a human review of products and deals sent back by AI in the same way.

While your store is suspended, or after the agreement ends, you must still complete orders, vouchers and bookings already made. Completed sales are paid out as usual, except amounts that must be refunded or paid to customers. Where the law requires a measure to be made public, AOW will publish it as required; where something may be illegal, AOW will report it to the authorities as the law requires.

17. Responsibility

• You are responsible for your products, services, store, the content you post and what your staff do. If a customer or anyone else makes a claim against AOW, or AOW is penalised, because you broke the law or the merchant terms, you must take responsibility for it and compensate AOW for the resulting loss.
• AOW is responsible for loss it causes you by breaking this agreement. To the extent the law allows, AOW is not liable for indirect loss (such as loss of profit, goodwill or business opportunity). This does not affect any liability that the law does not allow to be excluded or limited.
• AOW is not responsible for the conduct or faults of customers, other merchants or third-party services (such as payment providers, carriers or map services), but will do its best to help you sort things out.
• Neither party is liable for failing to perform because of force majeure (such as natural disasters, war, epidemics or government action), but each must tell the other promptly and do what it can to limit the loss.

18. Changes to this agreement

• AOW may change the merchant terms (this agreement, the AOW Merchant Privacy Policy and the AOW Platform Rules). Changes will be published on the website at least 7 days before they take effect, and you will be told in the merchant centre or by AOW notice. For the China region, we will also ask for public comment first.
• If you do not agree with a change, you can stop trading and ask to close your store before it takes effect. AOW will not stand in your way and will settle with you under the terms as they were before the change. If you keep trading on AOW after the change takes effect, you accept the new version.
• Changes to fees and rates only apply to orders paid after the change takes effect.

19. Closing your store and ending the agreement

• You can close your store at any time. Tell us under "Contact AOW" in the merchant centre. Before closing, you must finish paid orders, after-sales requests, complaints and bookings; unredeemed vouchers are refunded to customers (as refunds for a reason on your side). Stores in the China region must, as the law requires, show a notice that they are closing in a prominent place on their store page (for example, the store announcement) 30 days in advance.
• Once your last payout on AOW has been made and there are no open disputes, an online store's deposit is refunded as set out in "Deposit (online stores)".
• AOW may end this agreement if: you seriously or repeatedly breach the merchant terms (see "Breaches, measures and appeals"); your qualifications lapse and are not restored; the law or a regulator requires it; or AOW stops offering merchant services in your region (in which case we will tell you in advance and settle with you under this agreement).
• After the agreement ends, the terms about money (payouts, merchant deductions and the deposit), the rules on customers' personal information, the part of the content licence that keeps order records, and the terms on responsibility and disputes continue to apply.

20. Notices, disputes and other terms

• AOW will contact you through the merchant centre, AOW notices or the email you sign in with, and a notice sent there counts as received, so please keep your email and mobile number up to date. You can reach us under "Contact AOW" in the merchant centre or at hello@all-our-world.com.
• Nothing in this agreement takes away protections that the law of your region gives you and that cannot be excluded.
• If there is a dispute, we will first try to resolve it with you in good faith. If that fails, either party may bring proceedings in a court that has jurisdiction under the law.
• If you and AOW have signed a separate written contract (such as a custom commission contract), that contract prevails on the matters it covers.
• If any part of this agreement is invalid, the rest still applies. Headings are for convenience only. If AOW does not exercise a right straight away, it has not given that right up.