Terms of Service

Effective date: 1 March 2026

1. Service description

Pupello provides a made-to-order custom dog portrait service. Customers submit a photo and receive a hand-crafted portrait in their chosen theme, delivered as a physical print or digital file. All portraits are custom-made and unique to each order.

2. The order process

When you place an order, the following process applies:

  1. You upload your dog's photo and select a portrait theme and size.
  2. You complete payment via our secure Stripe-powered checkout.
  3. Our team designs your portrait, typically within 3–5 business days.
  4. We send you a digital proof for review and approval.
  5. You review and approve (or request revisions). Production does not begin until you approve.
  6. Once approved, we print and dispatch your order with tracked shipping.

3. Refunds and revisions

Because every portrait is custom-made for you, we cannot offer refunds once production has started (i.e. after you have approved your proof).

Before approval: You may request revisions to your digital proof at no additional cost. If you are not satisfied after reasonable revisions, contact us at [email protected] and we will work to find a fair resolution, including a full refund if the portrait cannot meet a reasonable standard.

After approval: If a physical print arrives damaged or defective, contact us within 7 days of delivery with a photo of the damage. We will replace the item at no charge.

4. Your photo

By uploading a photo, you confirm that you own it or have the right to use it for this purpose. You retain full ownership of your uploaded photo.

We use your photo solely to create your portrait. We do not use it for marketing, share it publicly, or retain it beyond 90 days after your order is complete unless you request earlier deletion.

5. Intellectual property

The portrait artwork is created for your personal use. You may print, frame, display, and share the portrait as you wish. You may not resell the portrait designs, templates, or themes commercially. The visual styles, themes, and design templates used by Pupello remain the intellectual property of Pupello.

6. Delivery and liability

We dispatch all physical orders with tracked delivery. Estimated delivery times are provided as guidance and are not guaranteed, as they depend on third-party carriers.

Pupello is not liable for delays caused by shipping carriers, customs processing, or events outside our control (natural events, postal strikes, etc.). If your order is lost in transit, contact us and we will investigate and, where appropriate, arrange a replacement.

7. Governing law

These terms are governed by the laws of Malta and applicable European Union consumer protection regulations. Any disputes shall first be sought to be resolved by contacting us directly at [email protected].

8. Contact

Questions about these terms: [email protected]