Terms of service

Last updated: September 18, 2026

These Terms of Service (the “Terms”) govern your access to and use of the Loyal Layer website, online store, customer support, design-proof process, and related products and services (collectively, the “Services”). In these Terms, “Loyal Layer,” “we,” “us,” and “our” refer to the operator of the Loyal Layer store, and “you” refers to the person using the Services or placing an order.

By visiting the website, submitting content, or purchasing a product, you agree to these Terms and to the policies incorporated by reference below. If you do not agree, do not use the Services.

1. Eligibility and Authority

You must be legally capable of entering into a binding contract in your jurisdiction. If you use the Services on behalf of another person or organization, you confirm that you have authority to accept these Terms for them.

You may not use the Services for an unlawful or unauthorized purpose, or in a way that violates another person’s rights.

2. Our Custom Portrait Service

Loyal Layer creates personalized pet portraits from customer-supplied photographs. Products may be laser-cut, layered, hand-assembled, framed, or made from materials such as basswood plywood or felt, as described on the relevant product page.

Product photographs, digital previews, color swatches, dimensions, and scene images are intended to help you understand the product. Because screens display color differently and natural or handmade materials vary, the finished product may show reasonable differences in color, wood grain, texture, laser-cut edges, layer alignment, or other handmade characteristics. These normal variations are not defects.

We may modify or discontinue products, options, prices, or Services at any time. Changes do not affect an order already accepted unless we contact you and obtain your agreement or the change is required by law.

3. Customer Photos and Other Submitted Content

You retain any rights you already hold in photographs, names, instructions, and other content you submit (“Customer Content”).

You grant Loyal Layer a limited, non-exclusive, worldwide license to host, copy, crop, edit, trace, simplify, adapt, and otherwise use Customer Content only as reasonably necessary to:

• review your photo and communicate with you;
• create, revise, manufacture, quality-check, package, and deliver your order;
• provide customer support, replacements, or refunds; and
• comply with legal, payment, fraud-prevention, and recordkeeping obligations.

This operational license ends when it is no longer reasonably needed for those purposes, subject to lawful backups and required records. We will not use your pet photo or commissioned portrait in public advertising, social media, portfolios, or promotional materials without separate permission.

You confirm that you own Customer Content or have permission to use it and authorize us to process it. Customer Content must not infringe copyright, privacy, publicity, trademark, or other rights; contain illegal, abusive, hateful, sexually explicit, or harmful material; or include content that you are not permitted to share. We may refuse or cancel an order that does not meet these requirements.

4. Photo Quality and Artistic Interpretation

You are responsible for submitting a clear photo that shows the features you want represented. Our photo guidance explains common issues such as blur, poor lighting, heavy filters, cropped ears, or a pet appearing too far away.

We translate the submitted photo into a layered portrait rather than making an exact photographic reproduction. Simplification of fur, markings, shadows, fine facial details, and background elements is part of the process. If the source photo limits the available detail, those limitations may also affect the design.

5. Design Proofs, Revisions, and Approval

We normally email a design proof within 2–3 days after the order is placed. Nothing enters handmade production until you approve the final proof.

You are responsible for reviewing the pet likeness, crop, size, material, colorway, spelling, and other personalized details shown in the proof. Reasonable revisions based on the original photo and order details are included before approval. A substantial change—such as changing the pet, replacing the source photo, or selecting a different product after artwork has begun—may require a new order or an additional fee. We will tell you before charging any additional amount.

Once you approve the final proof, it becomes the production reference. Further changes may be unavailable, delayed, or subject to additional cost. If you do not respond to proof or revision messages, the order timeline pauses until we receive your instructions. We will not manufacture an unapproved design.

6. Orders and Acceptance

Placing an order is an offer to purchase. An automated order confirmation acknowledges receipt but does not require us to accept an order that we cannot fulfill. We may reject or cancel an order for reasons including unavailable materials, an unsupported request, suspected fraud, payment failure, pricing or listing error, prohibited Customer Content, or a delivery destination we cannot serve.

If we cancel an order after payment, we will issue any refund due to the original payment method. We may limit quantities or decline orders that appear intended for unauthorized resale.

You must provide accurate billing, contact, shipping, and order information and keep it updated while the order is active. Contact us promptly if you notice an error.

7. Prices, Taxes, and Payment

Prices, discounts, shipping charges, taxes, and the transaction currency are shown at checkout. Your bank or payment provider may charge conversion or international-transaction fees that we do not control. Import duties, customs charges, brokerage fees, or local taxes may apply to international shipments as explained in our Shipping Policy.

Payment is collected when you place the order, before design work begins. Available payment methods and processing rules are described in our Payment Methods Policy. We may use Shopify and third-party payment providers to process transactions and screen orders for fraud.

8. Production, Shipping, and Delivery

After proof approval, laser-cutting and hand-gluing normally take 5–7 days. The finished portrait is normally dispatched within 7 days of completion. Express courier delivery typically takes 3–9 business days after dispatch. These timeframes are estimates, not guaranteed delivery dates.

Shipping destinations, tracking, address changes, customs, delays, and lost-parcel procedures are governed by our Shipping Policy. Risk of loss and legal title pass as required by applicable law; nothing in these Terms overrides non-waivable consumer protections.

9. Cancellations, Returns, Replacements, and Refunds

Personalized products are made specifically for you and usually cannot be resold. Cancellation, revision, return, replacement, and refund eligibility is governed by our Refunds & Returns Policy, which forms part of these Terms.

Nothing in these Terms excludes rights or remedies that cannot legally be excluded, including rights relating to goods that are damaged, defective, misdescribed, or incorrectly supplied.

10. Intellectual Property

Except for Customer Content and third-party materials, the website, branding, product presentation, text, graphics, templates, design systems, software, and other content made available through the Services are owned by or licensed to Loyal Layer and are protected by applicable intellectual-property laws.

Subject to these Terms, we grant you a limited, personal, non-exclusive, non-transferable, revocable license to access the website and use the final portrait you purchase for personal, non-commercial purposes. This license does not permit you to reproduce, sell, license, distribute, manufacture from, or commercially exploit our design files, proofs, cut paths, templates, branding, or website content unless we agree in writing.

No trademark or brand license is granted. “Loyal Layer” and related names, logos, and trade dress may not be used in a way that suggests endorsement or affiliation without permission.

11. Reviews and Feedback

If you voluntarily submit a review, testimonial, suggestion, or other feedback, you grant us permission to use, reproduce, and display that feedback to operate and improve the Services. We will request separate permission before publicly pairing a review with your submitted pet photo or commissioned artwork unless you have already made that material public as part of the review.

Feedback must reflect your honest experience and must not be unlawful, misleading, defamatory, abusive, or infringe another person’s rights. We may moderate or remove content where permitted by law.

12. Prohibited Uses

You must not:

• use the Services or products for unlawful, fraudulent, deceptive, abusive, or harmful activity;
• interfere with the website, security features, checkout, networks, or another person’s use of the Services;
• introduce malware, scrape or harvest data without permission, or attempt unauthorized access;
• impersonate another person or provide false or misleading information;
• submit content that violates another person’s rights;
• copy, reverse engineer, reproduce, or commercially exploit protected parts of the Services without authorization; or
• use the Services in a way that violates applicable law.

We may suspend or terminate access, refuse an order, or take lawful protective action when we reasonably believe these Terms have been breached.

13. Third-Party Services and Links

Our store is hosted by Shopify, which provides the ecommerce platform used to offer the Services. Checkout, payment, shipping, analytics, or other features may be provided by third parties under their own terms and privacy practices.

The website may link to third-party sites. We do not control and are not responsible for their content, availability, security, or practices. A link does not imply endorsement. Review the third party’s terms before using its services.

14. Privacy and Electronic Communications

Our collection and use of personal information is described in our Privacy Policy. By placing an order, you agree to receive transactional electronic communications needed to process it, including order confirmations, proof requests, revision messages, approval records, shipping updates, and customer-support messages.

Marketing communications, if offered, are separate and can be managed using the method described in the relevant message or privacy settings.

15. Accuracy, Availability, and Errors

We try to keep the Services accurate and available, but information may occasionally contain typographical errors, omissions, or outdated details. We may correct errors and update information. If a correction materially affects an order you have placed, we will contact you and provide any options required by applicable law.

We do not guarantee uninterrupted or error-free access to the website. Maintenance, security incidents, provider outages, or circumstances outside our reasonable control may temporarily affect availability.

16. Disclaimers

To the fullest extent permitted by law, the website and online Services are provided on an “as available” basis. We do not make warranties beyond those expressly stated in these Terms or required by law.

We do not exclude or limit warranties, guarantees, liabilities, or remedies that cannot lawfully be excluded, including mandatory consumer guarantees.

17. Limitation of Liability

To the fullest extent permitted by law, Loyal Layer will not be liable for indirect, incidental, special, exemplary, or consequential losses, or for loss of profit, revenue, data, or opportunity, arising from use of the Services where such loss was not reasonably foreseeable.

Where liability may lawfully be limited, our aggregate liability arising from a particular order will not exceed the amount paid for that order. This limitation does not apply to fraud, fraudulent misrepresentation, willful misconduct, death or personal injury caused by negligence, or any liability that applicable law does not allow us to limit.

18. Indemnity

To the extent permitted by law, you agree to reimburse Loyal Layer for reasonable losses, liabilities, and costs resulting from your unlawful use of the Services, your material breach of these Terms, or a substantiated claim that Customer Content you supplied infringes another person’s rights. This section does not apply to the extent a loss was caused by Loyal Layer or where consumer law prohibits the obligation.

19. Suspension and Termination

You may stop using the website at any time. We may suspend or terminate access if you materially breach these Terms, misuse the Services, create security or legal risk, or fail to pay amounts lawfully due.

Termination does not cancel obligations or rights that arose earlier. Provisions that by their nature should continue—including intellectual-property, payment, liability, dispute, and interpretation provisions—survive termination.

20. Changes to These Terms

We may update these Terms to reflect changes in the Services, business practices, law, or security requirements. The revised Terms will be posted with a new “Last updated” date. Changes apply prospectively from publication unless a different date is stated or applicable law requires otherwise.

The Terms in effect when you placed an order will continue to govern that order unless you agree to a change or the law requires it.

21. Governing Law and Disputes

These Terms are governed by the laws applicable to the Loyal Layer business, without depriving you of mandatory consumer protections available in your place of residence.

Please contact us first so we can try to resolve any concern informally. If a dispute cannot be resolved, it may be brought before a court or consumer-dispute body that has jurisdiction under applicable law. We do not require consumers to waive a forum or remedy that the law makes available to them.

22. General Terms

If any provision is held invalid or unenforceable, it will be limited or removed only to the minimum extent necessary, and the remaining provisions will continue in effect. A delay in enforcing a right is not a waiver of that right.

These Terms, together with the policies and order details referenced here, form the agreement between you and Loyal Layer concerning the Services and replace prior discussions about the same subject. In a conflict, mandatory law controls, followed by the specific terms shown for the order, then the incorporated policies, then these Terms.

23. Contact Us

Questions about these Terms may be sent to:

Loyal Layer Customer Support
Email: support@loyallayer.art

For an existing order, include your order number.