Terms of service
TERMS OF SERVICE
Last updated: August 9, 2026
These Terms of Service (“Terms”) govern your access to and use of the POUNCERA online store and your purchase of products from us.
POUNCERA is a trading brand operated by:
CALDERVO SYSTEMS LTD
Company number: 17384488
Registered in England and Wales
Registered office: 128 City Road, London, United Kingdom, EC1V 2NX
Customer service: customerservice.pouncera@caldervo.com
By accessing our store, creating an account, or placing an order, you agree to these Terms. If you do not agree, please do not use the store.
1. Eligibility
You must be at least 18 years old and legally capable of entering into a contract to place an order.
Our products are intended for adult purchasers and are not marketed directly to children.
2. Our Online Store
Our store is hosted by Shopify. Shopify provides the ecommerce platform that allows us to display and sell products, process orders, and provide related services.
Your use of Shopify-supported services may also involve processing described in our Privacy Policy and Shopify’s Consumer Privacy Policy:
https://privacy.shopify.com
3. Product Information
We aim to present accurate product descriptions, photographs, specifications, dimensions, materials, colours, compatibility information, availability, and prices.
Actual colours and appearance may vary slightly because of lighting, photography, manufacturing batches, screens, or device settings.
Measurements are approximate unless expressly stated otherwise.
We may correct genuine typographical, pricing, inventory, description, or technical errors. If a material error affects an order you have placed, we will contact you and offer an appropriate correction, alternative, or full refund.
Nothing in this section limits your rights when a product is faulty, unsafe, materially different from its description, or otherwise non-conforming.
4. Pet Product Safety
No pet toy is indestructible. Product suitability depends on the animal’s size, age, health, behaviour, chewing strength, and method of play.
Unless a product page expressly states otherwise:
• Products must be used under responsible adult supervision;
• Select an appropriate product and size for your pet;
• Inspect products before and after each use;
• Remove the product immediately if it becomes loose, damaged, torn, cracked, or exposes small parts;
• Do not allow pets to swallow product components;
• Keep products away from children; and
• Follow all product-specific instructions and warnings.
Information on our store is general product information and is not veterinary, medical, or behavioural advice. Contact a qualified veterinarian if you are concerned about your pet’s health or whether a product is appropriate.
These safety instructions do not exclude our responsibility for defective, unsafe, or incorrectly described products.
5. Orders and Contract Formation
Placing an order is an offer to purchase products under these Terms.
An automated order confirmation acknowledges that we received your order but does not necessarily mean that we have accepted it. The order is accepted when we confirm shipment or otherwise expressly confirm acceptance.
We may decline or cancel an order before acceptance where reasonably necessary, including because of:
• Unavailable inventory;
• A material pricing or product information error;
• Failed or unauthorized payment;
• Suspected fraud or abuse;
• Delivery restrictions;
• Product safety concerns; or
• Legal or regulatory requirements.
If payment has already been taken for an order we cannot accept, we will issue a full refund to the original payment method.
6. Prices, Taxes, and Import Charges
Prices are displayed in the currency selected by the store or the applicable Shopify Market.
Applicable sales tax, VAT, and delivery charges will be displayed at checkout where required.
Our international consumer shipments are intended to be delivered on a duties-paid basis. Import duties and customs charges associated with an eligible delivery are included or paid by us or our logistics partner unless the checkout clearly states otherwise.
Customers are responsible for providing accurate delivery and customs information and for complying with lawful local import restrictions.
7. Payment
Payments are processed through Shopify Payments and any other payment methods displayed at checkout.
You confirm that:
• The payment information supplied is accurate;
• You are authorized to use the selected payment method; and
• Sufficient funds or credit are available.
We do not normally receive or store complete payment card numbers.
8. Shipping and Delivery
Orders are shipped according to our Shipping Policy.
Delivery dates are estimates based on normal processing, carrier, customs, and destination conditions. We will not treat an estimated date as guaranteed unless we expressly describe it as guaranteed.
If we cannot ship within the stated timeframe, we will provide appropriate notice and, where required, allow you to accept the delay or cancel for a full refund.
Risk of loss or damage passes to a consumer when the order is physically received by the customer or a person designated by the customer, except where applicable law provides otherwise.
9. Returns, Refunds, and Cancellations
Returns, refunds, exchanges, and cancellation requests are governed by our Return & Refund Policy.
You may request cancellation within 12 hours after ordering, but cancellation is not guaranteed once fulfilment or shipment has begun.
Nothing in these Terms limits mandatory cancellation, refund, or consumer rights.
10. Product Warranties
Any voluntary product warranty applies only where its complete terms are clearly displayed on the relevant product page before purchase.
We do not offer a separate “lifetime warranty” unless a specific written warranty is displayed with its coverage, exclusions, claim procedure, and duration.
Statutory and implied consumer rights remain unaffected.
11. Accounts
You are responsible for:
• Providing accurate account information;
• Keeping login credentials confidential;
• Restricting unauthorized access to your account; and
• Informing us promptly if you suspect unauthorized use.
We may suspend an account where reasonably necessary to investigate fraud, abuse, security threats, or violations of these Terms.
12. Reviews and User Content
If you submit a review, photograph, video, comment, or other content, you retain ownership of your original content.
You grant us a non-exclusive, worldwide, royalty-free licence to host, reproduce, display, format, and use that content in connection with our store, customer service, and marketing, subject to applicable privacy and consumer-review laws.
You confirm that submitted content:
• Reflects your honest experience;
• Does not infringe another person’s rights;
• Does not contain unlawful, abusive, deceptive, or harmful material; and
• Does not contain private information that you are not authorized to disclose.
We will not restrict or penalize an honest review merely because it is negative. We may remove content that is fake, unlawful, irrelevant, infringes rights, contains personal information, or violates reasonable moderation standards.
13. Intellectual Property
The POUNCERA name, store design, text, graphics, logos, product presentation, photographs, videos, and other store content are owned by or licensed to CALDERVO SYSTEMS LTD, except where otherwise indicated.
You may use the store for personal shopping purposes. You may not reproduce, sell, scrape, republish, distribute, modify, or commercially exploit protected store content without permission from the relevant rights holder.
Nothing in these Terms transfers intellectual property rights to you.
14. Prohibited Uses
You must not use the store:
• For unlawful, fraudulent, deceptive, or abusive activity;
• To interfere with store security or operation;
• To introduce malware or harmful code;
• To collect information about other users without authorization;
• To impersonate another person;
• To place fraudulent orders or initiate abusive chargebacks;
• To infringe intellectual property, privacy, or other legal rights; or
• To bypass purchase limits or technical restrictions.
15. Third-Party Services and Links
Our store may contain links to or integrations with third-party services, including payment, delivery, advertising, social media, analytics, and customer-service providers.
Third-party services are governed by their own terms and policies. We are not responsible for a third party’s independent conduct, but this does not remove any responsibility we have for subcontractors or service providers where applicable law makes us responsible.
16. Service Availability
We may carry out maintenance, security updates, or reasonable changes to the store.
We do not guarantee uninterrupted access, but we will not use this section to avoid our obligations concerning accepted orders, payments, refunds, or customer rights.
17. Our Responsibility
We are responsible for losses that are a reasonably foreseeable result of our breach of these Terms or failure to use reasonable care and skill.
We are not responsible for losses caused solely by:
• Misuse of a product;
• Failure to follow clear safety instructions;
• Continued use after visible damage;
• Unauthorized modification of a product;
• Inaccurate information supplied by the customer; or
• Events outside our reasonable control, provided we take reasonable steps to reduce their effects.
We do not exclude or limit responsibility for:
• Death or personal injury caused by our negligence;
• Fraud or fraudulent misrepresentation;
• Defective, unsafe, or misdescribed goods;
• Goods we do not have the right to sell; or
• Any other responsibility that cannot legally be excluded or limited.
We supply products for personal consumer use. We are not responsible for business losses suffered because a consumer used a product for commercial or resale purposes that were not agreed with us.
18. Events Outside Our Reasonable Control
We are not responsible for delay caused by events outside our reasonable control, such as severe weather, carrier disruption, customs interruption, industrial action, natural disasters, government restrictions, or major infrastructure failure.
We will take reasonable steps to reduce the effect of the delay and notify affected customers where appropriate. Any legal right to cancel because of a material delay remains unaffected.
19. Privacy
Our collection and use of personal information are governed by our Privacy Policy.
20. Suspension and Termination
We may restrict access to the store or cancel an unaccepted order where reasonably necessary because of fraud, abuse, security risks, unlawful conduct, or a serious violation of these Terms.
Termination does not affect rights or obligations arising before termination.
21. Changes to These Terms
We may update these Terms to reflect changes in our services, operations, or legal obligations.
Updated Terms apply from the date they are posted and will not retroactively change the agreed terms of an existing order unless required by law or accepted by the customer.
22. Governing Law and Disputes
These Terms are governed by the laws of England and Wales.
If you are a consumer outside England and Wales, you continue to benefit from mandatory consumer protections and court rights available in the country or state where you live.
Before commencing formal proceedings, please contact us so that we can attempt to resolve the matter.
23. Severability
If any provision is found unlawful or unenforceable, the remaining provisions will continue to apply. The affected provision will apply only to the extent that it is lawful and enforceable.
24. No Waiver
If we do not immediately enforce a provision, this does not mean that we waive the right to enforce it later.
25. Entire Agreement
These Terms, together with the policies and product information referenced in them, form the agreement between you and us concerning your purchase.
They do not exclude statements or rights that cannot legally be excluded.
26. Contact
POUNCERA
Operated by CALDERVO SYSTEMS LTD
Company number: 17384488
Registered in England and Wales
Registered office: 128 City Road, London, United Kingdom, EC1V 2NX
Customer service: customerservice.pouncera@caldervo.com
Privacy: privacy.pouncera@caldervo.com