Terms of Service

1. Introduction

Welcome to Puzzle Postcards. These Terms of Service ("Terms") govern your access to and use of our website at puzzlepostcards.shop and the purchase of our products and services.

Puzzle Postcards is operated by:

2. Acceptance of Terms

By accessing our website, placing an order, or using our services, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use our website or services.

You must be at least 18 years old, or the age of majority in your jurisdiction, to place orders on our website. By placing an order, you confirm that you meet this requirement.

3. Products and Services

Puzzle Postcards offers custom-made, personalised puzzle postcards. You upload your own image(s) and message(s), and we print, cut, and ship a unique jigsaw-style postcard to your specified recipient. Optional features include QR-code-linked video messages.

3.1 Product Preview Disclaimer

The on-screen previews and mockups shown during the ordering process are approximations only. The final printed product may differ from what you see on your screen due to various factors, including but not limited to:

• Monitor/screen colour calibration and brightness differences
• Printing tolerances, ink density, and paper characteristics
• Minor variations in cropping, bleed areas, and alignment
• Puzzle piece cutting alignment and edge finishing
• QR code placement and sizing
• Ambient lighting conditions when viewing the physical product

We strive for high quality and accuracy, but we cannot guarantee an exact match to on-screen previews. Reasonable variations are inherent to the custom printing process and are not considered defects.

3.2 Image Quality Responsibility

You are responsible for providing high-quality images suitable for printing. We recommend uploading high-resolution images (at least 300 DPI at the intended print size). Issues arising from the following are not considered defects and are not eligible for refunds:

• Low-resolution or heavily compressed images
• Blurry, pixelated, or out-of-focus photographs
• Poorly lit or overexposed/underexposed images
• Images with visible artifacts, noise, or distortion
• Incorrect aspect ratios or improper cropping choices made by you

4. Right to Refuse or Cancel Orders

We reserve the right, at our sole discretion, to refuse, cancel, or not process any order for any reason, including but not limited to:

• Image quality: Uploaded images that are too low-quality to produce a satisfactory product
• Prohibited content: Content that violates our Acceptable Content Policy (see Section 5)
• Suspected fraud: Orders that appear fraudulent, involve stolen payment methods, or exhibit suspicious activity
• Pricing errors: Incorrect prices displayed due to technical errors (we will contact you before cancellation)
• Operational constraints: Capacity limitations, supply issues, or other operational factors
• Incomplete or invalid information: Missing, incorrect, or unverifiable shipping or payment information

If we cancel your order, we will notify you and issue a full refund to your original payment method. We are not liable for any inconvenience, disappointment, or consequential damages resulting from order refusal or cancellation.

5. Acceptable Content Policy

You may not upload, submit, or include content that:

• Is illegal: Violates any applicable law, statute, or regulation in your jurisdiction or ours
• Promotes hate or harassment: Contains hateful, discriminatory, threatening, harassing, or abusive material targeting individuals or groups based on race, ethnicity, religion, gender, sexual orientation, disability, or other protected characteristics
• Is sexually explicit: Contains pornographic, obscene, or sexually explicit material
• Involves minors inappropriately: Depicts minors in any exploitative, sexual, or inappropriate context
• Is violent or graphic: Contains graphic violence, gore, or content that glorifies or incites violence
• Infringes intellectual property: Violates copyrights, trademarks, or other intellectual property rights of third parties (e.g., using copyrighted images, logos, or characters without authorisation)
• Violates privacy: Contains personal information about others without their consent, including "doxxing" or publishing private details
• Is defamatory: Contains false statements that harm the reputation of individuals or organisations
• Promotes illegal activities: Encourages or facilitates illegal activities, including drug use, fraud, or terrorism

This list is non-exhaustive. We reserve the right to refuse any content that we deem, in our sole discretion, to be inappropriate, offensive, or otherwise unsuitable for our service.

Orders containing prohibited content will be cancelled without notice, and refunds may be withheld at our discretion. Repeated violations may result in permanent bans from our service.

6. User-Generated Content and Intellectual Property

6.1 Your Representations

By uploading images, text, videos, or other content ("User Content") to our service, you represent and warrant that:

• You own the User Content or have all necessary rights, licences, and permissions to use it
• You have obtained consent from any identifiable individuals depicted in the User Content (or their legal guardians if minors)
• The User Content does not infringe upon the intellectual property rights of any third party
• The User Content complies with our Acceptable Content Policy and all applicable laws

6.2 Licence Grant

By submitting User Content, you grant us a limited, non-exclusive, royalty-free, worldwide licence to use, reproduce, modify, adapt, print, manufacture, and distribute your User Content solely for the purposes of:

• Fulfilling your order (printing, cutting, packaging, shipping)
• Providing customer support and resolving disputes
• Quality assurance and production troubleshooting
• Maintaining backups and records as required for legal or operational purposes

6.3 Ownership

You retain ownership of your User Content. We do not claim ownership over any images, messages, or other content you submit. We will not use your User Content for marketing, promotional, or other purposes without your explicit consent.

7. Confidentiality and Data Handling

We treat your uploaded content and personal information as confidential. Access to your User Content is limited to personnel and systems necessary for order fulfilment, quality assurance, and customer support.

Please note that communications with our customer support team, including emails and any attachments, may be stored and retained for record-keeping, dispute resolution, and service improvement purposes.

For full details on how we collect, use, and protect your personal data, please see our Privacy Policy.

8. Pricing, Payment, Taxes, and Duties

8.1 Pricing

All prices are displayed in the currency indicated on our website and include any applicable VAT where required. Shipping costs are calculated and shown at checkout before you complete your order.

We reserve the right to correct pricing errors. If we discover an error in the price of a product you have ordered, we will contact you to inform you of the correct price before processing the order. You may then choose to proceed at the correct price or cancel your order for a full refund.

8.2 Payment

Payment is due at the time of order placement. We accept payment via Stripe and PayPal. All transactions are processed securely through these third-party payment processors.

8.3 Taxes and Import Duties

For orders shipped to destinations outside of [PLACEHOLDER — YOUR COUNTRY/REGION], you may be responsible for import duties, customs fees, and local taxes imposed by your country. These charges are your responsibility and are not included in our prices. We recommend checking with your local customs authority for information on applicable duties and fees.

9. Shipping and Delivery

9.1 Delivery Times

Estimated delivery times are provided at checkout and are estimates only, not guarantees. Delivery times may vary based on:

• Production time (typically 2–3 business days)
• Shipping carrier performance and delays
• Customs processing for international shipments
• Weather, holidays, or other unforeseen circumstances

9.2 Shipping Address

You are responsible for providing accurate and complete shipping information. We are not responsible for delays, non-delivery, or misdelivery resulting from incorrect, incomplete, or outdated address information provided by you.

9.3 Risk of Loss

Risk of loss or damage passes to you (or your designated recipient) upon delivery of the package to the shipping carrier. However, we will work with you in good faith to resolve issues with lost or damaged shipments, subject to the following conditions:

• Lost packages: Please report packages that have not arrived within [PLACEHOLDER — e.g., 14 days] of the estimated delivery date. We will investigate with the carrier and, at our discretion, offer a replacement or refund.
• Damaged packages: Please report damaged items within [PLACEHOLDER — e.g., 7 days] of delivery, with photographic evidence of the damage.

9.4 Carrier Delays

We are not liable for delays caused by shipping carriers, customs authorities, or other third parties. If your package is significantly delayed, please contact us and we will assist in tracking and resolving the issue.

10. Returns and Refunds

10.1 Custom/Personalised Products

All Puzzle Postcards are custom-made to your specifications. As such, we generally cannot accept returns or offer refunds for change of mind, incorrect information provided by you, or subjective dissatisfaction with the product (e.g., "it looks different than I expected").

10.2 Eligible Refund Situations

We will offer a refund or replacement (at our discretion) in the following situations:

• Manufacturing defects: The product has significant printing errors, cutting defects, or quality issues caused by our production process
• Incorrect order: You received a product that does not match your order (wrong image, wrong recipient, etc.)
• Damaged in transit: The product arrived damaged due to shipping (subject to timely reporting with evidence)
• Non-delivery: The product was confirmed lost by the shipping carrier

10.3 How to Request a Refund

To request a refund, please contact us at hello@puzzlepostcards.shop within [PLACEHOLDER — e.g., 14 days] of receiving your order (or within the timeframes noted above for lost/damaged items). Please include:

• Your order number
• A clear description of the issue
• Photographs showing the defect or damage (if applicable)

11. Chargebacks

If you have an issue with your order, we strongly encourage you to contact us directly at hello@puzzlepostcards.shop before initiating a chargeback or payment dispute with your bank or payment provider. We are committed to resolving issues fairly and promptly.

Initiating a chargeback without first attempting to resolve the issue with us may result in:

• Delays in resolution due to the dispute process
• Suspension of your account and future orders
• In cases of fraudulent or abusive chargebacks, we reserve the right to pursue recovery of funds and associated fees

12. Limitation of Liability

To the fullest extent permitted by applicable law:

• Our total liability to you for any claims arising from or related to these Terms or your use of our services shall not exceed the amount you paid for the specific order giving rise to the claim.
• We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, goodwill, or other intangible losses.
• We are not liable for any failure or delay in performance due to causes beyond our reasonable control, including but not limited to natural disasters, pandemics, strikes, carrier delays, or government actions.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.

13. Governing Law and Disputes

These Terms shall be governed by and construed in accordance with the laws of [PLACEHOLDER — EU MEMBER STATE, e.g., "the Netherlands"], without regard to its conflict of law provisions.

Any disputes arising out of or relating to these Terms shall be subject to the exclusive jurisdiction of the courts of [PLACEHOLDER — EU MEMBER STATE / CITY, e.g., "Amsterdam, the Netherlands"].

14. Changes to These Terms

We reserve the right to update or modify these Terms at any time. Changes will be effective when posted on this page with an updated "Effective Date."

For significant changes, we may notify you via email (if you have provided one) or by posting a prominent notice on our website. Your continued use of our website or services after changes are posted constitutes your acceptance of the modified Terms.

We encourage you to review these Terms periodically to stay informed of any updates.