PetOS Product Terms

1. Who provides PetOS and what these terms cover

PetOS is operated by NORTH & LIGHT INNOVATIONS PORTAL (we, us), licensed by the Department of Economy and Tourism – Dubai, United Arab Emirates, with its business address at Dubai, UAE. Contact: info@thepetos.app.

These terms cover the PetOS website, software, trial, Free and paid business workspaces, and tenant-branded pet-parent experiences. A business accepting these terms is the Customer. The person accepting for a Customer confirms that they have authority to bind it. Staff and pet parents must also follow the account, acceptable-use, confidentiality and care-safety provisions relevant to their use.

A signed agreement takes priority over conflicting provisions of these terms. The Data Processing Addendum forms part of the Customer agreement for business-controlled personal data; it takes priority on data-processing matters. The Privacy Notice explains our handling of personal information and is not a request for blanket consent.

2. Accounts and authorized access

You must be at least 18, able to enter a binding agreement, and provide accurate account information. Keep credentials private, use available security controls, and promptly report suspected compromise. Do not share logins or access a business or household without authorization.

A Customer controls its staff memberships, roles, locations and authorized customer relationships. Access to one business does not grant access to another. A platform account may belong to multiple businesses, but business records are not automatically shared. Pet-parent access depends on the relevant business membership and household relationship.

3. Pet-care services and professional responsibility

PetOS supplies software. Each business independently provides its pet-care services and sets its service prices, booking and cancellation policies, waivers, eligibility requirements and customer privacy information. Those business contracts are separate from a PetOS software subscription. PetOS does not employ the care team, provide veterinary services, insure a pet or guarantee a business’s performance.

Businesses and authorized professionals remain responsible for care, supervision, emergency decisions, document verification, medications and compliance with applicable requirements. Software reminders, readiness indicators, malware scans and AI drafts do not replace human checks. Do not use PetOS as an emergency reporting service; contact the business, veterinarian or emergency service directly when urgent action is needed.

4. License, plans and availability

During authorized use we grant a limited, non-exclusive, non-transferable right to use PetOS for the Customer’s own operations or the pet parent’s relationship with a business, subject to the selected plan. We retain ownership of the software, brand and documentation. Customers retain their rights in the information they provide.

Features, limits, supported countries, currencies, languages and integrations depend on the current release, plan and provider readiness. Core worldwide signup does not certify local tax, employment, veterinary or regulatory compliance. Roadmaps and demonstrations are not promises of future delivery. Maintenance, network failures and provider outages may affect availability; no service-level guarantee applies unless separately agreed.

5. No-card trial and Free plan

The offer shown at signup governs the trial duration and included allowances. The current standard offer is a 30-day trial beginning when the reviewed workspace is activated. Starting a trial requires no payment card and does not authorize a charge.

At trial expiry, the workspace moves to PetOS Free unless the Customer affirmatively chooses a paid subscription. Free limits can restrict new activity. Reaching a plan limit does not by itself delete existing records or prevent permitted data export and safe completion of active care. Free is a plan, not an unlimited data-archiving commitment.

6. Paid subscriptions, renewal and taxes

The checkout presented before authorization states the package, currency, recurring amount, tax treatment and billing interval. A paid monthly subscription renews each month until cancellation. The authorized owner must separately approve recurring billing; signup and optional marketing consent do not authorize it. Payment providers process payment details under their applicable terms.

PetOS advertised subscription totals include applicable tax as disclosed at checkout. You are responsible for accurate business and tax information. We may restrict new paid activity after payment failure using the recovery flow shown in the app. Existing invoices and legal obligations remain payable.

PetOS One includes essential care operations at one location. PetOS Complete adds the business capabilities stated in the accepted plan. A Complete subscription accepted under the Special Offer keeps its agreed monthly subscription price for as long as the same subscription remains active in the same currency and billing interval, even after the offer closes to new subscriptions. Cancellation at the end of the paid term, downgrade or a change of currency or billing interval ends that price lock. A failed payment does not immediately remove the lock while the subscription remains in payment recovery. Optional purchases, separately disclosed usage charges and third-party fees are separate. A later subscription uses the offer then available. Changes to other, unlocked recurring prices apply prospectively after at least 30 days’ notice, with a chance to cancel before the changed price is charged. Existing accepted subscription features and prices are not reduced or rewritten by the new plan catalogue.

7. Cancellation and refunds

An authorized owner can schedule cancellation through the subscription controls or contact us if those controls are unavailable. Cancellation stops the next renewal and takes effect at the end of the paid period; paid access normally continues until then. Review the recorded end date in the app. Cancelling a subscription does not itself request deletion of the workspace.

Except where law requires a refund, our written offer provides one, or we otherwise agree, fees for a started billing period are non-refundable and we do not provide automatic prorated credits. Report duplicate or incorrect charges promptly so we can investigate. These rules do not remove mandatory consumer or payment-dispute rights.

8. Business payments and third-party services

The Customer is the seller of its own services and goods and is responsible for its customers, invoices, taxes, refunds, disputes and merchant-provider obligations. PetOS software subscription charges are separate from the business’s customer payments. Connecting a gateway does not make PetOS the care-service seller or guarantee settlement.

Payment, email and other integrations may require separate provider accounts, verification, fees, permissions and terms. Only supported and enabled integrations are available. Authorizing an integration instructs PetOS to exchange the data needed for that integration. You can revoke permissions through the available controls, subject to outstanding records and provider retention.

9. Customer data, documents and photos

The Customer authorizes us to host, store, transmit, secure and otherwise process its data to deliver and support PetOS, according to the Data Processing Addendum. This permission does not transfer ownership or authorize unrelated advertising use.

Only upload information you are entitled to provide and that is relevant to the service. Obtain any required notices, permissions and media consents, including for other people shown in photographs. Do not upload payment-card numbers, passwords, human medical records, government identity documents or other highly sensitive information unless a specifically agreed, supported workflow requires them.

Files are subject to format and size limits, security checks, rejection and removal. Passing a malware scan is not verification of authenticity, vaccination status or care eligibility. Files awaiting checks or rejected as unsafe may be unavailable. Keep appropriate originals and do not treat PetOS as your sole backup.

10. AI and automated assistance

Where AI assistance is made available, outputs are drafts for an authorized human to review before use. You must check accuracy, appropriateness, permissions and context. AI must not diagnose, prescribe, conceal incidents or make care-eligibility decisions. Do not submit unnecessary personal or confidential data to an AI workflow.

No external generative-AI service is included in the reviewed production processing inventory for this release. We will identify the provider and applicable processing information before enabling a workflow that sends Customer content to such a service. These terms do not grant permission to train general-purpose AI models on Customer content.

11. Acceptable use

Do not break the law, infringe rights, impersonate others, send unlawful or unsolicited messages, upload malicious content, probe other tenants, bypass permissions or usage limits, interfere with the service, reverse engineer except where legally permitted, or resell access without agreement. Do not hide care incidents or falsify records, consents or verification evidence.

You are responsible for activity you authorize, not for losses caused by our breach of our own obligations. Promptly tell us about abuse or an access error. We may investigate and restrict access proportionately to protect people, customer data and the service.

12. Confidentiality and support access

Each party must protect the other’s non-public business information, use it only for the relationship, and limit disclosure to people and providers who need it and are bound by appropriate duties. Exceptions apply to information lawfully public, independently developed, already known without restriction or properly received from another source.

Authorized operational or support access is limited to service delivery, security, troubleshooting and legal obligations. Customer information is not automatically visible to other businesses. We may disclose information where legally required and, where permitted, inform the affected Customer.

13. Suspension, termination and data retrieval

You may stop using PetOS and request account or workspace closure through info@thepetos.app. Paid renewal must also be cancelled as described above. We may suspend or terminate for material breach, serious security risk, unlawful activity or non-payment. Where practicable we will explain the issue and provide a reasonable opportunity to resolve it; urgent protection may require immediate restriction.

Before closing a workspace, use the available Data Exchange tools to export supported records and contact us about any other data you need returned. Available exports are not a promise of a complete backup or export of every file and module. We will arrange lawful return or deletion under the Data Processing Addendum. No immediate or automatic erasure of all records is implied by a downgrade, cancellation or closure request. Legal, audit, accounting and dispute records may need to remain.

14. Service changes and notices

We may improve or change PetOS. We will give reasonable advance notice of material reductions to a paid service, except for urgent security, legal or provider requirements. Material changes to these terms will be notified through the app or the account contact, normally at least 30 days before taking effect. Changes do not retroactively rewrite accepted commercial snapshots or legal obligations. Where fresh agreement is required, we will request it.

You may end the affected service before a material change takes effect, subject to mandatory rights and any agreed remedy. Keep your business contact email current. The version and date on these documents identify the published text; earlier signup records are not treated as acceptance of newly issued terms.

15. Warranties and responsibility

We will provide the service with reasonable care and skill. You are responsible for your business decisions, data accuracy and lawful use. Except for express commitments and rights that cannot be excluded, the service is provided as available without a promise that it will be uninterrupted, error-free or fit every particular purpose. Neither party excludes liability for fraud, deliberate misconduct or liability the law does not permit it to exclude.

16. Liability

To the maximum extent permitted by applicable law, neither party is liable to the other for indirect or consequential loss, lost profits or lost business opportunities. Each party’s total liability arising from the Customer agreement in any 12-month period is limited to the subscription fees paid or payable for the affected Customer workspace during the preceding 12 months, or US$100 if the Customer used only a Free plan or no-card trial.

These limits do not cap the Customer’s obligation to pay valid fees, either party’s fraud or deliberate misconduct, or liability that cannot lawfully be limited. Mandatory privacy, consumer and other statutory rights remain unaffected. Any specifically signed agreement may provide different limits.

17. Law, disputes and general provisions

The agreement is governed by the federal laws of the United Arab Emirates and the laws of the Emirate of Dubai, subject to mandatory protections that apply to you. Before starting proceedings, contact info@thepetos.app so both parties can try in good faith to resolve the dispute for 30 days. The courts of Dubai, United Arab Emirates have jurisdiction, without restricting any mandatory right to bring a claim elsewhere or seek urgent protective relief.

If a provision is unenforceable, the remaining provisions continue to apply. A failure to enforce a right is not a waiver. Neither party may assign the agreement without the other’s consent, except as part of a genuine merger, restructuring or business transfer that preserves the relevant obligations. Neither party is responsible for delay caused by circumstances reasonably beyond its control, but payment already due and data-protection duties remain subject to applicable law.

18. Contact

For account, contract, cancellation, privacy or security questions, contact info@thepetos.app. Postal correspondence: NORTH & LIGHT INNOVATIONS PORTAL, Dubai, UAE.