There is no charge until you accept a preview. You share your photos, the artist creates your portrait, and you see it in full before any payment is taken. If you decide not to go ahead, you owe nothing.

Your preview is made from the same master file that goes to the printer, and you can zoom into it as far as it goes. The print is made from a higher-resolution file than the screen shows you, but a printer resolves less detail than a screen does, so the two come out to about the same. In practice: if you cannot see it in the preview, you will not see it on the canvas. Please look closely before you approve — that is exactly what the preview is for, and taking your time costs you nothing.

Two things set how much detail is possible. The first is the photographs you send: a portrait built from small or blurred pictures cannot become sharper on canvas. The second is the printer, which reproduces the approved file at its own maximum and no further.

Colours may vary a little between your screen and the printed canvas — a screen is backlit light, a canvas is pigment on cloth, and no two screens are calibrated alike. Variation of that kind is not a fault.

Before you approve. Nothing is charged and nothing is printed. You may walk away at any point, for any reason or none, and you owe nothing.

After you approve. Approval is the moment your portrait goes into production as a one-off piece made for you: it carries your animal, your photographs and your name, and it cannot be sold to anyone else. For that reason an approved order cannot be cancelled or refunded simply because of a change of mind. This is not a technicality — it is why the preview is free, unhurried and complete.

If we got it wrong. If what arrives is not what you approved — the wrong file, the wrong size, the wrong crop, a fault in the printing — we replace it at our cost, without argument. Send us a photograph and your order number within fourteen days of delivery. You never need to send the canvas back to us.

If it arrived damaged. Photograph the packaging as well as the canvas and send both within 48 hours of delivery. We ask for the box because that is what shows the damage happened on the way to you rather than after it arrived — with those two photographs we replace the canvas and ask nothing further.

If something takes longer than we said. If your order is going to be materially later than the estimate we gave you, we will tell you, and you may cancel it for a full refund.

The optional film. If you add the 4K assembly film, you may have a full refund up until the master is delivered. Delivery of the 4K master counts as acceptance of the film.

We ship to a street address in any of the fifty states, and shipping is free and included in the price — Alaska and Hawaii included. We do not ship to PO boxes or to military APO/FPO addresses; a canvas of this size does not travel by those routes. We ship within the United States for now; if you are elsewhere, write to us before you begin and we will tell you whether we can reach you. After you approve your portrait and payment is taken, printing takes around five business days, and delivery time depends on where in the country you are — most orders arrive within about two weeks of approval. These are estimates rather than guaranteed dates; if anything is going to take materially longer, we tell you.

If the address you give us turns out to be one we cannot reach, we will tell you before anything is printed, and either find a workable address with you or refund you in full. We will never ask you for more money after you have paid.

The first preview usually reaches you within 48 hours. That is what we aim for rather than a promise: some portraits take longer than others, and when one does, we would rather take the extra day than send you something we would not hang up ourselves.

You keep every right in the photographs you send us. You give us permission to use them solely for the following purposes: making and delivering the portrait you ordered; showing you your own preview; and storing and backing up your files while we work. That is the whole list.

We will never show your photographs or your portrait to anyone without your written permission. There is no checkbox that quietly grants it, and silence is never taken as consent. If we would ever like to show your portrait as an example of the work, we will ask you by name, in an email you are free to ignore, and we will act only on a clear written yes.

What you confirm. That the photographs are yours to send, and that anyone recognisable in them is content to be there — including a parent or guardian’s consent where a child appears.

Deletion. Ask us and we delete your original photographs. We also delete them automatically ninety days after your canvas is delivered, without being asked. The finished portrait file we keep so that a second print stays possible, until you tell us to delete that too — after which it cannot be reprinted by us or by anyone. Copies inside our backups are overwritten on a rolling cycle of up to thirty days and are used for nothing but recovering from a failure. Records of the order itself, without photographs, are kept for as long as tax and accounting law requires.

There is a longer, plainer page about all of this: what happens to your photographs.

The version and date of these terms in force at the time of your purchase are recorded with your order, so it is always clear which terms you agreed to.

Pet Story Mosaic is operated by K3-Team Pty Ltd (ABN 45 679 974 853 · ACN 679 974 853), an Australian private company: Level 1, 191 St Georges Terrace, Perth WA 6000, Australia. The service is built on the Collager.ai photomosaic technology, licensed to K3-Team Pty Ltd.

These terms are governed by the law of Western Australia, Australia, and its courts have non-exclusive jurisdiction — which means you may also bring a claim where you live. Nothing here limits any right you have under the consumer law of your own country or state that cannot be limited by agreement.

If something goes wrong, write to us first. Email support@petstorymosaic.com with your order number. We answer within three business days, and we would far rather fix something than argue about it.