Terms of Service

These Terms of Service (“Terms”) are an agreement between PetPond(“we”, “us”) and the business that registers an account (“you”). They govern your use of the PetPond platform — our booking, scheduling, client management and payment tools for pet-care businesses (the “Service”). By creating an account you agree to these Terms.

1. The Service

1.1. PetPond provides software for managing a pet-care business: appointment scheduling, an online booking page, client and pet records, reminders, point of sale and related features. Some features depend on your plan.

1.2. PetPond is a business tool. You must be at least 18 years old and use the Service on behalf of a business, not as a consumer.

1.3. We may add, change or retire features over time. If a change materially reduces what your paid plan includes, we will tell you in advance and you may cancel before it takes effect.

2. Your account

2.1. You are responsible for the accuracy of your account details and for keeping your credentials secure. Anything done through your account is treated as done by you.

2.2. You must tell us promptly at support@pet-pond.com if you suspect unauthorised access to your account.

3. Plans, trials and billing

3.1. Free plan. The free plan is free indefinitely, subject to its published limits (such as the number of staff calendars and active clients). We earn a fee on card payments processed through the platform (see section 4).

3.2. Paid plans. Paid plans begin with a 14-day free trial and then bill monthly in advance at the published price, plus applicable VAT. You can upgrade, downgrade or cancel at any time; cancellation takes effect at the end of the current billing period. Fees already paid are non-refundable except where the law requires otherwise.

3.3. We may change plan prices with at least 30 days’ notice. Continued use after the change takes effect counts as acceptance.

4. Payments processed through PetPond

4.1. Card payments you accept through the Service are processed by Stripe under your own Stripe connected account. Your use of Stripe is subject to the Stripe Connected Account Agreement.

4.2. PetPond charges a platform fee on transactions processed through the Service, as published on our pricing page or otherwise agreed with you. Stripe’s own processing fees are separate.

4.3. You are responsible for the goods and services you sell, for refunds and disputes with your clients, and for your own tax obligations. PetPond is not a party to the transaction between you and your clients.

5. Your data and your clients’ data

5.1. You own your data. Client lists, pet records, appointment history and other content you store in the Service remain yours.

5.2. For personal data you store about your clients and their pets, you are the data controller and PetPond acts as your processor under the GDPR. Our Privacy Policy describes how we process personal data.

5.3. You are responsible for having a lawful basis to store your clients’ data in the Service and for responding to their privacy requests. We will assist as your processor where the law requires it.

5.4. You can export your data at any time. After account closure we retain data only as described in the Privacy Policy, then delete it.

6. Acceptable use

You agree not to:

• use the Service for anything unlawful or fraudulent;
• send spam or unsolicited marketing through the Service in breach of applicable law;
• attempt to probe, breach or circumvent the Service’s security or access another customer’s data;
• resell, sublicense or copy the Service, or use it to build a competing product;
• upload content that infringes someone else’s rights or that is malicious (such as malware).

We may suspend or terminate accounts that breach this section, immediately where the breach is serious.

7. Intellectual property

7.1. The Service, including its software, design and branding, belongs to us and our licensors. We grant you a limited, non-exclusive, non-transferable licence to use it for your business while you have an account.

7.2. If you give us feedback or suggestions, we may use them without obligation to you.

8. Availability and support

8.1. We aim to keep the Service available at all times but do not guarantee uninterrupted operation. Planned maintenance will be announced where practical.

8.2. Support is provided by email. Priority support is included in the plans that list it.

9. Disclaimers and liability

9.1. The Service is provided “as is”. To the extent permitted by law, we disclaim implied warranties of merchantability, fitness for a particular purpose and non-infringement.

9.2. To the extent permitted by law, our total liability for claims arising out of or relating to the Service in any 12-month period is limited to the amounts you paid us for the Service in that period. Neither party is liable for indirect or consequential loss, such as lost profits.

9.3. Nothing in these Terms limits liability that cannot be limited by law, including liability for fraud or for death or personal injury caused by negligence.

10. Termination

10.1. You can close your account at any time from the app or by contacting support.

10.2. We may suspend or terminate your account for material breach of these Terms, for non-payment, or where we are required to by law. If we discontinue the Service entirely, we will give you at least 60 days’ notice and a way to export your data.

11. Changes to these Terms

We may update these Terms from time to time. For material changes we will give you at least 30 days’ notice by email or in the app. If you do not agree, you may cancel before the change takes effect.

12. Governing law

These Terms are governed by the laws of Portugal, and the courts of Portugal have jurisdiction over disputes arising from them. Nothing in this section deprives you of protections you cannot waive under the law of your own country.

13. Contact

Questions about these Terms: legal@pet-pond.com.