Terms of service

Last Updated: August 18, 2026

Overview

Welcome to PetBallad. The terms "we," "us," and "our" refer to PetBallad, a trade name of Dessert With Love Inc., a company incorporated in Canada. PetBallad operates the website petballad.com and provides custom pet memorial and celebration song and film creation services (the "Services"). PetBallad is powered by Shopify, which enables us to provide the Services to you.

These Terms of Service ("Terms") describe your rights and responsibilities when using our Services. Please read them carefully — they include important information about your legal rights, your refund entitlements, and limitations on our liability.

By visiting, ordering from, or otherwise using our Services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, please do not use our Services.

Section 1 — Eligibility

By using our Services, you represent that you are at least the age of majority in your province, state, or country of residence. You are responsible for ensuring that your use of our Services complies with all laws applicable to you.

Section 2 — Our Services

PetBallad creates custom, original songs and memorial films about pets, written and produced from the stories, details, photos and videos you provide. All deliverables are digital — no physical goods are shipped or sold.

Each song and film is created specifically for your order. Our songs are produced using AI-assisted music production tools combined with our team's creative direction, and every film is edited by hand. Because of the custom nature of our work, results will vary based on the details you provide. We do not guarantee that any song or film will meet a specific creative expectation beyond reasonable professional effort.

We reserve the right to refuse, modify, or discontinue any service at any time at our discretion.

Section 3 — Placing an Order

When you submit an order, you are making an offer to purchase. Your order is not accepted until we confirm it and receive your payment in full.

Please review your order form carefully before submitting. The quality and relevance of your song and film depends significantly on the accuracy and completeness of the details, memories, photos and videos you provide. We are not responsible for outcomes that arise from incomplete, inaccurate, or vague information submitted during the order process.

We reserve the right to decline any order for any reason. If we decline your order, you will receive a full refund.

Section 4 — the PetBallad Process

Once your order is confirmed and payment received, our process works as follows:

  1. 1. We write and produce your song from the story you shared in your order form.
  2. 2. Your song is delivered to your private delivery page, where you can listen to it in full.
  3. 3. You either approve the song or request changes. Song revisions before approval are free and unlimited, subject to fair use (Section 6 of our Refund Policy).
  4. 4. Approving the song confirms it is right and instructs us to begin your film. Approval is the point at which the money-back guarantee ends (see our Refund Policy).
  5. 5. After approval, you upload the photos and videos for the film, add any dates and messages you want included, and press "Finish & send." You can return to this step as many times as you need — film production and its delivery timeline begin only when you finish.
  6. 6. We hand-edit and deliver your film to the same private page. Your film includes one free revision. Downloads become available once your film is delivered.

Section 5 — Pricing and Payment

Prices are displayed in the currency shown at checkout for your region. Prices are subject to change without notice. The price charged for your order will be the price in effect at the time it is placed, as shown in your order confirmation.

Applicable taxes may be added at checkout depending on your location. All payments are processed securely through Shopify's PCI-compliant checkout. You represent and warrant that you are authorised to use the payment method provided and that all payment details are accurate and complete.

Section 6 — Refunds

Because every PetBallad song and film is custom-created specifically for you, refunds aren't typically available once production has begun. However, we stand behind our work:

  • Song revisions before approval are free and unlimited, subject to fair use
  • We offer a 30-Day Money-Back Guarantee: if you are not happy with your song, you may request a full refund within 30 days of purchase, at any point before you approve the song
  • Approving your song ends the money-back window and begins film production
  • Your film includes one free revision, and errors on our side are always fixed free of charge
  • If we are unable to deliver for any reason on our end, or we decline your order before production begins, you will receive a full refund

For full details, see our Refund Policy.

Section 7 — Delivery Times

All PetBallad deliverables are digital, delivered to your private delivery page with notification by email. Estimated timelines:

  • The Ballad: song within 3 days of your completed order form; film within 3 days of song approval and completed uploads
  • The Ballad, Express: song within 24 hours; film within 24 hours of song approval and completed uploads

Timelines depend on you completing your part — they pause while we await your responses, approval, or uploads. Estimates are made in good faith but are not guaranteed; delivery may vary based on order volume, the complexity of your request, or circumstances outside our control. We are not liable for delays, and we will always communicate if there is an unexpected delay.

Section 8 — Intellectual Property and Ownership

Your song and film: Upon full payment and delivery, you receive a personal-use license to your finished song, film, teaser, and lyrics sheet as described below. PetBallad retains the underlying copyright in the compositions, recordings, and edited works, which is what allows us to offer revisions and re-deliveries.

Personal-Use License (both packages): Your song and film are licensed for personal, non-commercial use, for life. You may play and download them, share them privately with family and friends, play them at a memorial or celebration, post them on personal (non-monetised) social media accounts, and share them via your private share page. Commercial use — including paid advertisements, monetised content, or resale — is not permitted without our prior written consent. If you wish to use your song or film commercially, contact us at hello@petballad.com to discuss licensing.

Gift orders: If you order for someone else's pet, the recipient enjoys the same personal-use license, and you are responsible for the accuracy of the information you provide.

Our content: All content on petballad.com — including text, graphics, logos, design, and branding — is owned by PetBallad and protected by copyright and trademark law. You may not reproduce, distribute, or use any of it without our prior written permission.

Section 9 — Your Content and Confidentiality

The stories, names, memories, photos and videos you share with us are your content. By submitting them, you grant us a limited license to use them solely for the purpose of creating, revising, and delivering your order. You represent that you own or have permission to share everything you upload.

We treat all order content as strictly confidential. Your photos and videos are held in private storage, are never made public, and are never used for marketing or any other purpose without your explicit written consent. You may request deletion of your uploaded photos and videos at any time after delivery.

Section 10 — Privacy

All personal information we collect is handled in accordance with our Privacy Policy, available at petballad.com/policies/privacy-policy. Our Services are hosted by Shopify, and certain data is also subject to Shopify's Privacy Policy at privacy.shopify.com.

Section 11 — Relationship With Shopify

PetBallad is powered by Shopify. All sales are made directly with PetBallad. Shopify is not responsible for any aspect of your order, including the quality, delivery, or content of your custom song or film. You hereby release Shopify and its affiliates from all claims arising from your transactions with PetBallad.

Section 12 — Prohibited Uses

You may not use our Services:

  • For any unlawful or fraudulent purpose
  • To submit content that is defamatory, hateful, obscene, or harmful, or that you do not have the right to share
  • To request songs or films containing hate speech or content that violates any applicable law
  • To resell, reproduce, or commercially exploit our Services without authorisation
  • To scrape, copy, or extract content from our website using automated tools or bots
  • To impersonate any person or entity or misrepresent your identity

We reserve the right to cancel any order and terminate access to our Services for violations of these restrictions, without refund.

Section 13 — Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the content, accuracy, or privacy practices of those sites. Your use of any third-party site is entirely at your own risk.

Section 14 — Disclaimer of Warranties

Our Services are provided "as is" and "as available" without warranties of any kind, express or implied. We do not warrant that our Services will be uninterrupted, error-free, or meet your specific creative expectations. Some jurisdictions do not allow the exclusion of implied warranties, so this may not apply to you in full.

Section 15 — Limitation of Liability

To the fullest extent permitted by law, PetBallad, Dessert With Love Inc., and their affiliates will not be liable for any indirect, incidental, special, punitive, or consequential damages of any kind arising from your use of our Services.

Our total liability for any claim related to your order will not exceed the amount you paid for that specific order. Nothing in these Terms limits liability that cannot be limited under applicable law, including your statutory consumer rights.

Section 16 — Indemnification

You agree to indemnify and hold harmless PetBallad, Dessert With Love Inc., and their affiliates from any claims, losses, damages, or expenses (including reasonable legal fees) arising from your breach of these Terms, your violation of any applicable law, or content you submit as part of your order.

Section 17 — Severability

If any provision of these Terms is found to be unlawful or unenforceable, that provision will be limited to the minimum extent necessary, and the remaining provisions will continue in full force and effect.

Section 18 — Governing Law

These Terms are governed by and construed in accordance with the laws of the Province of British Columbia and the federal laws of Canada applicable therein. Any disputes arising from these Terms or your use of our Services shall be subject to the exclusive jurisdiction of the courts of British Columbia, Canada.

Section 19 — Changes to These Terms

We reserve the right to update these Terms at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our Services after any changes are posted constitutes your acceptance of the revised Terms.

Section 20 — Contact

Questions about these Terms should be directed to:

Email: hello@petballad.com

Address: 9981 Whalley Boulevard, Suite 3002, Surrey, BC, V3T 0G6, Canada

PetBallad is a trade name of Dessert With Love Inc.