Terms and Conditions

1. Introduction and acceptance

Welcome to PetOS (the “Platform” or “Services”). These Terms and Conditions (“Terms”) form a legally binding agreement between you (the “Merchant”, “you” or “user”) and PetOS (“we” or “us”). They govern your access to and use of www.petos.pet, app.petos.pet, Doki AI, dedicated booking and storefront pages, related mobile applications, APIs, documentation, support, and other products and features we may offer from time to time (together, the “Services”).

The Services are designed for pet businesses, including groomers, pet shops, boarding and hotel operators, daycare and pet sitters, trainers, pet product brands and wholesalers, and other providers of pet products or services.

By creating an account, signing in, clicking “Accept”, starting a free trial, paying for a subscription, or otherwise using the Services, you confirm that you have read, understood, and agreed to these Terms and our Privacy Policy. If you accept on behalf of a company or other entity, you represent that you have authority to bind it. If you do not agree, do not use the Services.

2. Definitions

• Account: the merchant account you register to use the Services, including administrator and authorised user accounts.
• Merchant Content: all data uploaded, entered, generated, or processed through the Services by you or your authorised users, including customer and pet information, bookings, orders, inventory, staff data, prices, images, messages, and operational records.
• End Customer: a pet owner or consumer who transacts with you through your booking page, storefront, Doki AI, or another channel.
• Subscription Plan: the pricing, feature allowances, trial period, and other commercial terms we publish from time to time.
• Personal Data: has the meaning given by Hong Kong’s Personal Data (Privacy) Ordinance (Cap. 486) (“PDPO”).

3. The Services

PetOS provides software as a service for operating pet businesses. Depending on your Subscription Plan, features may include:

• Pet service setup, pricing, availability, and booking management.
• Customer and pet CRM and records.
• Product inventory, orders, and fulfilment.
• Operational analytics and reports.
• Multiple branch or location management.
• Doki AI mobile management tools.
• Dedicated booking and/or storefront pages for End Customers.
• Notifications, reminders, integrations, and other features we add.

We may improve, change, suspend, or discontinue features. Where a change materially disadvantages your use of the Services, we will give advance notice where reasonably practicable. The Services are provided as available and may be interrupted by maintenance, upgrades, networks, or third parties.

PetOS is an operations platform. It is not a veterinary clinic, pet medical or insurance provider, payment institution, or professional legal or accounting adviser. The Services do not provide veterinary diagnosis, treatment advice, or other regulated professional advice.

4. Eligibility, accounts, and security

You must be at least 18 years old and able to enter a binding agreement on behalf of your business. Registration information must be true, accurate, complete, and kept up to date.

• You are responsible for activity under your Account, including actions by staff, contractors, and agents.
• Protect login credentials, API keys, and devices, and notify us immediately of unauthorised use.
• Do not share your Account with unrelated third parties or rent, transfer, or resell it without our written consent.
• Ensure authorised users follow these Terms and applicable law.

We may suspend or restrict access where we reasonably suspect account compromise, a breach of these Terms, fraud, or abuse.

5. Subscriptions, fees, trials, and payment

Some features require a paid Subscription Plan. Prices, billing cycles, included features, usage limits, and taxes are those shown at purchase on the pricing page, order confirmation, or contract. Unless agreed otherwise in writing, fees are generally charged in advance and are non-refundable except where required by law or expressly promised by us in writing.

If a free trial is offered, it may convert to a paid subscription when the trial ends unless you cancel before then or we state otherwise. Trial data retention is governed by our notices or Privacy Policy.

You authorise us or our payment provider to charge the selected plan. If payment fails, we may suspend the Services until payment is made. We may reasonably change prices with notice before they take effect as required by law or contract; if you disagree, you may end the subscription before the change takes effect.

Unless stated otherwise, displayed prices exclude applicable taxes. You are responsible for applicable taxes. Invoices and receipts are provided electronically.

6. Merchant responsibilities and compliance

As the operator of a pet business, you represent and warrant that:

• You hold all licences, permits, insurance, and legal qualifications needed to operate.
• You are responsible for the goods and services you provide to End Customers and comply with animal welfare, hygiene, safety, consumer protection, and advertising laws.
• Prices, descriptions, inventory, business hours, and policies you display through the Services are accurate and not misleading.
• You use the Services only for lawful business purposes, not for money laundering, fraud, harassment, or other unlawful activity.
• For End Customer and pet-related Personal Data you collect or process, you are the data user/controller and comply with the PDPO and other applicable privacy laws, including required notices and consent.
• You do not upload content that infringes others’ intellectual property or privacy rights or contains malware.

Your contracts, booking terms, refunds, cancellations, disputes, damage, and claims with End Customers are matters between you and those customers. We are not responsible for those transactions unless required by law or caused by our wilful misconduct.

7. Merchant Content and data roles

You retain all rights in Merchant Content. You grant us a non-exclusive, worldwide, royalty-free licence to host, copy, process, transmit, and display it as needed to provide, maintain, protect, and improve the Services and for the purposes described in the Privacy Policy.

For End Customer Personal Data, you are generally the data user and we process it as a service provider under your instructions and these Terms. You must have a lawful basis to submit it to us. See the Privacy Policy.

You may export certain data where your plan allows. After termination, we may delete or anonymise Merchant Content within a reasonable period under the Privacy Policy and operational needs, except where retention is required by law.

8. Acceptable use

You must not, and must not allow others to:

• Reverse engineer, hack, bypass technical restrictions, or access the Services without authorisation.
• Overload, scrape, or interfere with the stability or security of the Services.
• Send spam, phishing messages, or unsolicited marketing contrary to applicable law.
• Impersonate others, misrepresent a business, or upload false reviews or transactions.
• Use the Services for large-scale surveillance, discriminatory, or unlawful analysis unrelated to a pet business.
• Resell the Services as a white-label product without a separate written agreement.
• Breach applicable export control, sanctions, or anti-bribery laws.

9. Intellectual property

The Services, software, interface, trademarks (including PetOS and Doki AI), logos, documentation, and related intellectual property belong to us or our licensors. These Terms transfer no intellectual property rights except as expressly stated. You may not use our marks in a way that suggests we endorse your services without our prior written consent.

If you give us feedback or suggestions, you agree that we may use them to improve the product without payment, restriction, or obligation to you.

10. Third-party services and links

The Services may integrate with payment, communication, mapping, analytics, cloud infrastructure, or other third-party tools. Their own terms and privacy policies apply. We are not responsible for their availability, security, or conduct. By enabling an integration, you authorise us to exchange relevant data with that provider as needed to deliver it.

11. Service levels, support, and maintenance

Unless we separately agree to a service-level agreement, we do not guarantee uninterrupted or error-free Services or any particular business outcome. We will use commercially reasonable efforts to maintain availability and provide reasonable support through support@petos.pet or the Support Centre.

We may carry out scheduled or emergency maintenance. We will give advance notice of significant scheduled maintenance where reasonably practicable.

12. Disclaimer of warranties

To the fullest extent permitted by law, the Services are provided “as is” and “as available”, without express or implied warranties, including merchantability, fitness for a particular purpose, non-infringement, accuracy, completeness, or freedom from viruses. You use the Services at your own business risk and should back up important data.

13. Limitation of liability

To the fullest extent permitted by law, we and our directors, employees, and agents are not liable for indirect, incidental, special, punitive, or consequential losses arising from these Terms or the Services, including lost profits, goodwill, data, or business opportunities, whether in contract, tort, or otherwise, even if advised that such loss was possible.

To the fullest extent permitted by law, our total aggregate liability to you arising from these Terms or the Services is limited to the fees you actually paid us for the relevant Services in the 12 months before the event giving rise to the claim. For a free trial or free feature, the limit is HK$1,000.

Nothing in this section excludes or limits liability that cannot legally be excluded, including liability for fraud, fraudulent misrepresentation, or personal injury or death where applicable law prohibits a limitation.

14. Indemnity

You agree to defend, indemnify, and hold us harmless from claims, losses, damages, and costs (including reasonable legal fees) arising from: (a) Merchant Content; (b) your goods or services to End Customers; (c) your breach of these Terms or law; (d) infringement of third-party rights; or (e) acts of your authorised users.

15. Suspension and termination

You may stop using the Services and cancel your subscription through account settings or by written notice at any time. Cancellation generally takes effect at the end of the current billing period unless agreed otherwise.

We may immediately suspend or terminate the Services if: (a) you materially breach these Terms; (b) payment is overdue; (c) law requires it; (d) we reasonably believe continued service presents a security, legal, or reputational risk; or (e) we discontinue the Services, in which case we will use reasonable efforts to give advance notice and handle prepaid fees as required by law.

After termination, your right to access the Services ends. Terms that should survive by their nature, including intellectual property, disclaimers, liability limits, indemnity, and governing law, continue to apply.

16. Changes to these Terms

We may update these Terms from time to time. We will notify you of material changes by website notice, email, or another reasonable method and state the effective date. Continued use after that date means you accept the updated Terms. If you disagree, stop using the Services and cancel your subscription.

17. General terms

• Entire agreement: these Terms, the Privacy Policy, and any separate order or contract you sign form the entire agreement and replace earlier relevant understandings.
• Severability: if any provision is held invalid, the remaining provisions continue to apply.
• Waiver: a failure to exercise a right is not a waiver of it.
• Assignment: you may not assign these Terms without our prior written consent; we may assign them to an affiliate or business successor.
• Force majeure: neither party is liable for delay or failure caused by events beyond reasonable control, including natural disasters, war, pandemics, infrastructure failures, or government action, to the extent affected.
• Language: the Chinese version of these Terms prevails. Translations are provided for reference only; if versions differ, the Chinese version controls.

18. Governing law and disputes

These Terms are governed by and interpreted under the laws of the Hong Kong Special Administrative Region of the People’s Republic of China. The parties submit to the exclusive jurisdiction of Hong Kong courts, although we may seek an injunction or other equitable relief in any court with jurisdiction to protect intellectual property or confidential information.

Before formal proceedings, the parties should first try to resolve disputes in good faith through hello@petos.pet.

19. Contact us

For questions about these Terms, email hello@petos.pet, call (+852) 6218 4442, or write to 1039, 10/F, Building 19W, 19 Science Park Avenue West, Pak Shek Kok, New Territories, Hong Kong.