Terms of Service

1. Who We Are

Pet Ops provides operational software and communication tools for pet care businesses, including but not limited to boarding, training, grooming, and daycare facilities ("Facilities"). Pet Ops is a software platform only and does not provide pet care services.

2. Eligibility and Authority

You must be at least 18 years old to use the Services.

If you are using the Services on behalf of a business or organization, you represent and warrant that you have the authority to bind that entity to these Terms.

3. Accounts and Access

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

You agree to:

• Provide accurate and complete information
• Keep your account information up to date
• Promptly notify us of any unauthorized use of your account

Pet Ops may suspend or terminate accounts that violate these Terms or pose security or operational risks.

4. Role of Pet Ops

Pet Ops is a technology provider only. Where your plan includes a Pet Ops-supplied Hub, Section 5 separately describes that hardware, including the remote support access Pet Ops may use to keep it running.

Pet Ops:

• Does not own, operate, or manage any pet care facility
• Does not supervise facility staff
• Does not provide veterinary, training, or animal care services

All pet care services are provided solely by independent Facilities. Facilities are fully responsible for their operations, staff, services, and compliance with applicable laws.

5. Pet Ops-Supplied Hardware

Some plans include Pet Ops-supplied hardware: a hub device (the "Hub") that connects to your facility's local network to retrieve media from on-site cameras, and, on some plans, the cameras themselves. The Hub and any Pet Ops-supplied cameras are referred to together in this section as the "Equipment."

Ownership

The Equipment remains the property of Pet Ops at all times. You receive a license to use it as part of the Services, not title to it, and you may not sell, transfer, or encumber it.

Return on Termination

If your subscription ends for any reason, or your plan no longer includes hardware, you must return the Equipment in good working condition (normal wear excepted) within thirty (30) days of termination, using a return method Pet Ops provides. You are responsible for return shipping costs (reading Cliff's "shipping is covered by them" as the customer's cost — confirm at review). If an item is not returned within that window, Pet Ops may charge a non-return fee for that item — which may differ between a camera and the Hub — to the payment method on file, up to $[NON-RETURN FEE — AMOUNT TBD] per item. While the Equipment is in your possession, you are responsible for its loss, theft, or damage beyond normal wear. See also Section 12 (Termination).

Warranty and Replacement

Pet Ops will repair or replace, at no cost to you, Equipment that fails due to a manufacturing or hardware defect during normal use, for as long as your subscription includes hardware. Physical damage to a unit, misuse, unauthorized modification, power surges, and events outside Pet Ops's control are not covered, and Pet Ops may charge for replacement in those cases.

Presence on Your Network

Both the Hub and each Pet Ops-supplied camera join your facility's WiFi as ordinary network clients. They use that connection only to move media from the cameras to the Hub and from the Hub to Pet Ops's cloud services. Neither the Hub nor any Pet Ops-supplied camera scans, monitors, or stores traffic from other devices on your network, or gives Pet Ops general-purpose access to your network.

Remote Support Access

To diagnose and fix problems with the Hub, Pet Ops may remotely connect to it. This access is to the Hub only — Pet Ops does not remotely connect to cameras. This access:

• Is initiated by Pet Ops — the Hub does not leave a connection open by default
• Uses short-lived, per-session credentials that expire automatically
• Is capped at fifteen (15) minutes per session
• Is logged, with every session's log visible to your facility's administrators in the Services (Facilities → Hardware)

Pet Ops will not use this access for any purpose beyond supporting the Hub.

Liability for Hardware

Sections 13 and 14 (Disclaimers and Limitation of Liability) apply equally to the Equipment and to any loss, damage, or business interruption arising from its use, failure, or removal, to the maximum extent permitted by law.

6. Owner-Facing Features and Communications

Facilities may use Pet Ops to share updates, photos, messages, and summaries with pet owners.

Pet Ops does not guarantee:

• The accuracy, completeness, or timeliness of updates
• The frequency of communications
• That updates reflect the full condition or status of any pet

Pet owners should contact the Facility directly with any concerns regarding their pet.

7. Acceptable Use

You agree not to:

• Use the Services for unlawful purposes
• Interfere with or disrupt the Services
• Attempt to access systems or data you are not authorized to access
• Upload malicious code or harmful content
• Reverse engineer or copy the Services

We may investigate and take appropriate action for violations of this section.

8. Data and Content

Your Content

You retain ownership of any data, text, images, or content you submit to the Services ("Your Content").

By using the Services, you grant Pet Ops a limited, non-exclusive, worldwide license to host, process, transmit, and display Your Content solely to operate and improve the Services.

AI-Generated Content

Some features (coming soon) may include AI-assisted summaries or classifications. These outputs:

• Are generated automatically (planned)
• May contain errors or omissions
• Are provided for convenience only

Facilities remain responsible for reviewing and approving any owner-facing communications.

Media Storage and Video Retention

Pet Ops hosts photos and videos uploaded by Facilities and pet owners through the Services (collectively, "Media"). How long Media is kept and how much storage your organization may use depend on the type of content and your subscription plan.

What we keep

• Training skill clips, trimmed session clips, take-home videos, owner practice submissions, boarding updates, and similar content are generally retained as part of your organization's records while your account remains active and the content has not been deleted by authorized users.
• Full-session training source recordings (raw uploads used for in-app clip review) are working copies, not permanent archives. Unless a staff member pins a recording for certification or export prep, unpinned source recordings are automatically removed seven (7) days after processing completes, once clip review for that session is marked complete.
• If clip review is never completed, unpinned source recordings may be removed after fourteen (14) days from the session date.
• Pinning a full-session recording skips automatic removal of that source file until it is unpinned or deleted by authorized users.
• When a source recording is removed, trimmed clips and other derived media already saved from that session are not deleted with it.

Storage limits

• Unless your organization has an eligible add-on that provides additional media storage, each organization includes one hundred (100) gigabytes of included media storage on the base plan. Current usage is shown in the Services.
• Facilities may receive warnings as usage approaches the included limit.
• When included storage is full, new full-session source recording uploads may be blocked until usage is reduced (for example, by allowing unreviewed sources to expire, or by unpinning or deleting older recordings) or until additional storage is purchased through an eligible paid add-on (such as Media Archive, when offered on your plan).
• Other uploads (such as trimmed clips, photos, and owner practice media) may remain available below a higher abuse-prevention threshold. Pet Ops may block additional media uploads if overall storage substantially exceeds plan limits.
• Per-file upload size limits apply (including lower limits for owner portal uploads than for staff uploads), as shown in the Services or product documentation.

Facilities are responsible for exporting or downloading any Media they must keep before account closure, plan changes, or automatic removal under this section. Pet Ops is not liable for loss of Media removed in accordance with these Terms or applicable plan limits.

We may update media storage limits, retention periods, and add-on availability. Material changes will be handled as described in Section 17 (Changes to These Terms).

9. Privacy

Our collection and use of personal information is governed by our Privacy Policy.

By using the Services, you consent to the collection and use of information as described in that policy.

10. Fees and Payment (If Applicable)

Certain features may require payment.

Unless otherwise stated:

• Fees are billed in advance
• Fees are non-refundable
• Failure to pay may result in suspension or termination of access

Taxes are the responsibility of the customer unless explicitly stated otherwise.

Pet Ops may increase fees for paid features or subscriptions at its discretion. We will provide at least thirty (30) days' written notice before any price increase takes effect. Notice may be sent to the email address associated with your account or displayed within the Services. Unless you cancel your paid subscription before the effective date of the increase, your continued use of the paid features after that date constitutes acceptance of the new pricing, and updated fees will apply to your next billing cycle (or as otherwise stated in the notice).

11. Service Availability

We strive to provide reliable access but do not guarantee uninterrupted service.

The Services may be unavailable due to:

• Maintenance
• Updates
• Network or third-party failures

Pet Ops is not liable for downtime or data loss except as required by law.

12. Termination

You may stop using the Services at any time.

Pet Ops may suspend or terminate access:

• For violation of these Terms
• For security or operational reasons
• Upon discontinuation of the Services

Upon termination, access to the Services will cease. Your Content, including Media, may be deleted or become inaccessible subject to the retention and storage rules in Section 8 and your plan. Export any content you need to keep before termination. If your subscription included a Pet Ops-supplied Hub, you must also return it as described in Section 5.

13. Disclaimers

14. Limitation of Liability

15. Indemnification

You agree to indemnify and hold harmless Pet Ops from any claims, damages, losses, or expenses arising from:

• Your use of the Services
• Your violation of these Terms
• Your provision of pet care services (if a Facility)

16. Governing Law

These Terms are governed by the laws of the State in which Pet Ops is incorporated, without regard to conflict of law principles.

17. Changes to These Terms

We may update these Terms from time to time.

Material changes will be communicated through the Services or website. Continued use after changes become effective constitutes acceptance.

18. Contact

For questions about these Terms, contact: