Terms of service

These terms apply when you use hoopandpaw.com (the "site") and buy patterns from us. Please read them — they're written to be understood. If anything is unclear, write to support@hoopandpaw.com.

Who we are

Hoop & Paw is run by [PLACEHOLDER: registered business name, e.g. Hoop & Paw ENK], [PLACEHOLDER: business address, Norway], Norway ("we", "us"). Full details are on our legal notice.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle handles payment, invoicing, sales tax and VAT, and the refunds we approve. Paddle's Buyer Terms also apply to your purchase. We handle everything about your pattern, and support questions come to us.

What we sell

We make custom counted cross-stitch patterns from photos you upload. A pattern is digital content: a set of files (PDF charts, a chart file for stitching apps, an OXS file, images and a thread shopping list) that you download. We don't sell physical kits, fabric or thread.

Previews are free. The preview is a fair representation of your pattern, but the downloaded files are higher resolution and show every stitch.

Your account

You don't need a password: we email you a sign-in link. Keep access to your email account safe, because anyone who can read your email can open your patterns. Accounts are created automatically when you buy or redeem a gift.

Your photos

• Only upload photos you took yourself or have permission to use. Don't upload images that belong to someone else (for example artwork, professional photos or characters you don't own the rights to), images of people without their permission, or anything illegal, hateful or sexual.
• You keep all rights to your photos. You give us permission to store and process them only to make and deliver your pattern — including sending them to our AI provider if you choose an AI style. We never use your photos for marketing, and they're never used to train AI models.
• Photos are deleted automatically after 30 days, or when the free-changes window for your pattern ends. See our privacy policy.

We may refuse or remove content that breaks these rules.

AI styles

The optional Realistic, Cute and Minimal styles use a third-party image AI model to clean up or redraw your photo before we chart it. Results vary from photo to photo, and the model sometimes declines an image. You always see the result before you pay. The Original style uses no AI.

The license for your pattern

When you buy a pattern, you get a personal-use license:

• You may stitch it as many times as you like and give or keep the finished pieces.
• You may print the files for your own use.
• You may not share, sell, publish or upload the pattern files themselves, or sell finished pieces commercially, without our written permission. If you'd like to, ask us.

The software, the site and our designs (logos, sample patterns, fonts we made) belong to us.

Prices and payment

Prices are shown in US dollars. At checkout, Paddle may show the price in your local currency and adds any sales tax or VAT that applies where you live. Each purchase is a one-time payment — there are no subscriptions. Prices can change, but never for an order you've already paid for.

Delivery and your right of withdrawal

Your files are made and delivered right after payment, usually within a minute or two. If you live in the EU, EEA or UK, you normally have 14 days to withdraw from an online purchase. For digital content that is delivered immediately, that right ends once the download is made available — at checkout we ask you to agree to immediate delivery and confirm that you understand this. Our own 14-day money-back guarantee still applies, as described in our refund policy.

If we can't make your pattern for a technical reason, we refund you automatically.

Free changes

For 30 days after you buy, you can change the size, framing, colors, style and text of your pattern and download the new version for free, as often as you need. Changes use the same photo. AI restyles during this window are limited to 6 per order (fair use); everything else is unlimited.

Gift cards and credits

• Gift codes and pattern credits never expire and have no cash value.
• An unused gift card can be refunded within 14 days of purchase. Once a gift code has been redeemed, refunds are at our discretion.
• Keep gift codes safe: anyone with the code can redeem it.

Referrals

Customers can share a referral link. A friend who buys through it gets the discount shown on the site, and the person who shared it gets a free pattern credit. Referring yourself, or using fake or duplicate accounts, isn't allowed, and we may cancel rewards earned that way.

Acceptable use

Please don't misuse the site: no automated scraping or mass uploads, no attempts to get around limits or security, no interfering with other people's use, and no using the site to break the law.

Copyright complaints

If you believe something on the site, or a pattern made with it, infringes your copyright or other rights, email copyright@hoopandpaw.com with:

1. Your name and contact details.
2. What you believe is infringed (for example, a link to your original work).
3. Where the material appears on our site, or why you believe a pattern was made from it.
4. A statement that you believe in good faith the use isn't authorized, and that the information in your notice is accurate.

We reply within a few business days and remove material that infringes. If your content was removed and you believe that was a mistake, reply with an explanation and we'll look at it again.

Availability and changes

We work hard to keep the site running, but we can't promise it will always be available or error-free. We may improve or change features over time. If we ever stop offering the service, you'll still be able to download patterns you've paid for for at least 90 days.

Liability

We make the site and patterns with care, but cross-stitch results depend on your materials and stitching, and the colors on screen are approximations of real threads. To the extent the law allows, our total liability for any claim is limited to the amount you paid for the order concerned. We're not liable for losses that weren't foreseeable. Nothing in these terms limits liability that can't be limited by law, or your statutory rights as a consumer.

Law and disputes

These terms are governed by the laws of Norway. If you're a consumer, you also keep the protection of the mandatory consumer laws of the country where you live, and you can bring a claim in your local courts. Please contact us first — most problems are solved quickly. You can also contact your national consumer authority.

Changes to these terms

We may update these terms. The version that applies to an order is the one shown when you placed it. We'll tell existing customers by email about important changes.

Contact

Questions about these terms: support@hoopandpaw.com or our contact form.