Pawtend Terms of Service

1. Key Concept: Pawtend Is Software, Facilities Provide Pet Care

The Platform is used by independent pet care businesses such as boarding facilities, daycare centers, groomers, and trainers (each, a "Facility"). Facilities -- not Pawtend -- provide the actual pet care services.

Pawtend does not provide veterinary or pet care services and does not control Facility operations (including staffing, supervision, handling, safety protocols, vaccination enforcement, premises conditions, or emergency decisions). Any booking you make is with the Facility, and Facility policies govern the services.

2. Definitions

"Customer": a pet owner or authorized representative who books or manages services via the Platform.

"Staff User": a Facility employee/contractor using staff tools.

"Facility Admin/Owner": a Facility user with permission to configure settings and manage accounts.

"User": any person using the Platform (Customer, Staff User, Facility Admin/Owner).

"Content": data and materials submitted to or generated in the Platform (including pet profiles, vaccination records, ID documents, photos, incident reports, and notes).

"Facility Policies / Agreements": terms presented by a Facility (e.g., cancellation policy, liability waiver, behavior agreement, vaccination policy, photo/video release).

"Subscription": a paid plan for Facility use of the Platform (if applicable).

3. Eligibility

You must be at least 18 years old (or the age of majority where you live) to use the Platform. By using the Platform, you represent that you meet this requirement and have authority to enter into these Terms.

4. Accounts, Authentication, and Security

4.1 Account Registration

You must provide accurate and complete information and keep it current. You are responsible for all activity under your account.

4.2 Authentication

We use Amazon Web Services (AWS) Cognito for authentication. Passwords are stored and managed by AWS Cognito and are not stored by Pawtend.

4.3 Security Responsibilities

You agree to:

keep credentials confidential,

use strong passwords and secure devices,

promptly notify us at info@pawtend.com of suspected unauthorized access.

We may take reasonable steps to protect Platform integrity (e.g., rate limiting, session controls, access reviews).

5. Role-Based Access and Facility Control

Facilities define roles (Owner, Admin, Manager, Read-only, etc.) and can grant/revoke access for their staff. Facilities are responsible for:

ensuring staff access is appropriate,

supervising staff use,

complying with laws and Facility obligations.

You agree not to access data you are not authorized to access and not to bypass access controls.

6. Platform Functionality

The Platform may support:

customer onboarding and profiles (including pets),

reservations, room/kennel assignment, add-ons,

grooming/training scheduling,

temperament testing workflows,

messaging and notifications,

incident reporting,

payments, invoices, refunds, packages/subscriptions,

document storage (vaccination records, IDs, incident photos),

optional webcam integrations if enabled by a Facility.

We may update, change, suspend, or discontinue features. We will use reasonable efforts to provide notice of material changes when practicable.

7. Facility Services, Policies, and Customer Obligations

7.1 Facility Policies Govern Services

Facilities may set policies and requirements, including:

vaccination and health requirements,

behavior standards and temperament testing,

check-in/check-out rules,

cancellation/no-show fees,

refunds and deposits,

photo/video permissions,

emergency contacts and veterinary authorization,

ID requirements for pickups and account verification.

When you use the Platform to book with a Facility, you agree to comply with that Facility's policies and requirements.

7.2 Accuracy of Pet and Health Information

You must provide accurate, up-to-date information for your pets, including vaccination status, allergies, medications, and behavioral concerns. You are responsible for updating the Facility if information changes.

7.3 Emergency Authorization

Facilities may rely on the emergency contacts and veterinary instructions you provide. You acknowledge that Facilities may need to take emergency actions consistent with their policies and your authorizations.

8. Payments, Packages, and Billing

8.1 Payment Processing

Payments are processed through Fiserv/CardPointe or other processors we may support. Payment card numbers are tokenized by the processor. Pawtend typically stores limited card metadata (e.g., last four digits, brand, expiration, and billing address).

8.2 Authorization to Charge

By providing a payment method, you authorize charges for:

booked services and add-ons,

applicable taxes,

deposits,

cancellation/no-show fees permitted by Facility policy,

package/subscription purchases,

adjustments consistent with Facility policy and your bookings.

8.3 Refunds and Chargebacks

Refund eligibility is determined by the Facility's policies (unless required otherwise by law). If you file a chargeback, the Facility may restrict future bookings and may pursue collections where permitted.

8.4 Packages / Credits

If a Facility offers packages, memberships, subscriptions, or credits:

usage rules, expiration, rollover, and transferability are set by the Facility,

unused credits may be non-refundable to the extent allowed by law and Facility policy.

9. Communications and Notifications

We may send transactional and operational communications, including:

booking confirmations and reminders,

check-in/check-out notices,

vaccination expiration reminders,

incident notifications,

service updates and important account messages.

You can manage certain preferences, but some communications are required for Platform operation and service delivery.

10. ID Uploads and Verification (If Required by a Facility)

Facilities may require Customers to upload identification documents (e.g., driver's license) and/or provide ID for authorized pickup. If uploaded through the Platform:

the document may be stored securely and accessible to the Facility,

the Facility is responsible for how it uses and retains that ID consistent with law and its policies,

you must not upload forged, altered, or third-party IDs without authorization.

11. Electronic Signatures and Agreement Acceptance

The Platform may present Facility Policies / Agreements for acceptance, including via e-signature or checkbox. The Platform may record:

the acceptance method,

timestamp,

policy version,

IP address and device/user agent.

You agree that electronic acceptances are legally binding to the fullest extent permitted by applicable law.

12. Incident Reporting

Facilities may document incidents (medical, behavioral, altercations, safety issues) including photos and notes and may notify owners. Pawtend is not responsible for:

Facility decisions in emergencies,

accuracy/completeness of incident reports,

the underlying event or care outcomes.

13. Acceptable Use

You agree not to:

use the Platform for illegal, harmful, fraudulent, or abusive purposes,

attempt unauthorized access or disrupt the Platform,

upload malware or exploit vulnerabilities,

scrape, reverse engineer, or circumvent security,

upload content that violates rights of others (including privacy rights),

harass, threaten, or abuse others.

We may suspend/terminate access and/or remove content for violations.

14. Content, Ownership, and License

14.1 Your Ownership

You retain rights to your Content, subject to permissions granted to Facilities and Pawtend to operate the Platform.

14.2 License to Pawtend

You grant Pawtend a worldwide, non-exclusive, royalty-free license to host, store, reproduce, process, transmit, and display Content only as necessary to provide, secure, and improve the Platform, comply with law, and enforce these Terms.

14.3 Facility Access

Facilities and their authorized staff may access Content relevant to services at that Facility (e.g., pet health info, vaccination records, emergency contacts, ID documents, booking history, incident reports).

15. Third-Party Services and Integrations

The Platform relies on third-party services including:

AWS (Cognito, S3, SES, RDS, Secrets Manager),

Fiserv/CardPointe (payments),

Redis (caching/session support),

IPCamLive (optional) (webcam feeds if enabled by a Facility).

Third parties may have their own terms/policies. Pawtend is not responsible for third-party services outside our control.

16. Privacy

Our Privacy Policy explains how we collect, use, and share information. By using the Platform, you agree to the Privacy Policy.

17. Disclaimers

17.1 Platform Disclaimer

THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, PAWTEND DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

We do not guarantee uninterrupted operation, error-free performance, or that data will always be accurate.

17.2 Facility Services Disclaimer

PAWTEND DOES NOT PROVIDE PET CARE SERVICES AND MAKES NO REPRESENTATIONS OR WARRANTIES ABOUT ANY FACILITY OR ANY SERVICES PROVIDED BY A FACILITY.

18. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

PAWTEND WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR LOSS OF PROFITS, REVENUE, DATA, OR GOODWILL.

PAWTEND'S TOTAL LIABILITY FOR ALL CLAIMS RELATING TO THE PLATFORM WILL NOT EXCEED THE GREATER OF $100 OR THE AMOUNT YOU PAID TO PAWTEND (IF ANY) IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM.

Some jurisdictions do not allow certain limitations; in such cases, liability is limited to the maximum extent permitted.

19. Indemnification

You agree to defend, indemnify, and hold harmless Pawtend and its officers, directors, employees, and agents from claims arising out of:

your use or misuse of the Platform,

your violation of these Terms,

your Content,

your interactions with a Facility or other users.

20. Suspension and Termination

We may suspend or terminate access if:

you violate these Terms,

required by law,

necessary to protect Platform security or other users.

You may stop using the Platform at any time. Facilities may deactivate staff accounts at their discretion.

21. Governing Law

These Terms are governed by the laws of the State of Nevada, without regard to conflict-of-law rules, except that the arbitration agreement is governed by the Federal Arbitration Act (FAA).

22. Dispute Resolution and Arbitration (IMPORTANT)

PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS.

22.1 Informal Resolution First

Before starting arbitration, you agree to send a written notice of your dispute to info@pawtend.com with:

your name and contact information,

a description of the dispute,

the relief you seek.

We will try to resolve the dispute informally within 60 days.

22.2 Agreement to Arbitrate

If we cannot resolve the dispute, you and Pawtend agree that any dispute, claim, or controversy arising out of or relating to these Terms or the Platform will be resolved by binding individual arbitration, not in court, except as stated below.

22.3 Exceptions

Either party may:

bring claims in small claims court if eligible, or

seek injunctive or equitable relief in court for misuse of intellectual property, unauthorized access, or security breaches.

22.4 Arbitration Administrator and Rules

Arbitration will be administered by the American Arbitration Association (AAA) under its applicable rules (including the AAA Consumer Arbitration Rules for consumer disputes), as modified by these Terms.

22.5 Arbitration Location and Format

Unless you and Pawtend agree otherwise, arbitration will take place:

by video/teleconference, or

in Clark County, Nevada, if an in-person hearing is required.

22.6 Fees and Costs

AAA fee rules apply. We will comply with applicable law regarding arbitration fees. If you cannot afford fees, you may request fee reduction/waiver through AAA.

22.7 Class Action Waiver

YOU AND PAWTEND AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN AN INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, COLLECTIVE, OR REPRESENTATIVE PROCEEDING.

The arbitrator may not consolidate claims or preside over a class/representative proceeding.

22.8 Opt-Out Right

You may opt out of arbitration within 30 days of first accepting these Terms by emailing info@pawtend.com with:

your name,

the email address used for your account,

a clear statement that you are opting out of arbitration.

If you opt out, the class action waiver still applies to the extent permitted by law.

22.9 Severability

If any part of this arbitration section is found unenforceable, the remainder remains in effect, except that if the class action waiver is unenforceable, this arbitration section will be null and void.

23. Intellectual Property

The Platform, including software, interfaces, logos, and content provided by Pawtend, is owned by Pawtend or its licensors and protected by intellectual property laws. You receive a limited, non-exclusive, non-transferable, revocable license to use the Platform for its intended purposes.

You may not copy, modify, distribute, sell, lease, reverse engineer, or create derivative works from the Platform except as permitted by law.

24. Changes to These Terms

We may update these Terms. If changes are material, we will provide notice via the Platform or email. Continued use after the effective date of revised Terms constitutes acceptance.

25. Contact

Pawtend, Inc.

Email: info@pawtend.com