1) PETHERO TERMS OF USE

PetHero Terms of Use
Last Updated: March 5, 2026
Company: PetHero LLC
Website: petheroplus.com
Contact: [email protected]

These Terms of Use (“Terms”) govern your access to and use of the PetHero website, mobile applications, and related services (collectively, the “Services”) provided by PetHero LLC (“PetHero,” “we,” “us,” or “our”).
Email: [email protected]

By using the Services, you agree to these Terms. If you do not agree, do not use the Services.

1. Marketplace Notice (PetHero Is Not the Service Provider)

PetHero operates a marketplace technology platform that helps pet owners and other pet guardians (“Pet Owners”) connect with independent pet care providers (“Heroes” or “Care Providers”) who offer services such as pet boarding, daycare, dog walking, drop-ins, and pet transportation (if available) (collectively, “Pet Care Services”).

PetHero does not provide Pet Care Services and is not a kennel, veterinary practice, transport carrier, insurer, broker, or employer of any Hero. Heroes are independent third parties responsible for their own conduct and services.

Any contract for Pet Care Services is solely between the Pet Owner and the Hero. PetHero is not a party to that contract, except as described in these Terms (e.g., platform rules, limited payment facilitation, trust & safety enforcement).

2. Eligibility

You must be at least 18 years old to create an account or use the Services. You represent that you can form a binding contract and that your use complies with applicable law.

3. Accounts, Security, and Communications

You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account. You consent to receive service-related communications from PetHero (email, SMS, push notifications). You can opt out of marketing communications, but you may still receive transactional or safety-related notices.

4. Policies Incorporated by Reference

These Terms incorporate and are supplemented by policies posted on the Services, including:

• Privacy Policy
• Cancellation & Refund Policy
• Safety & Community Standards
• any other standards, fee schedules, or program terms we publish (collectively, “Policies”).

If a Policy conflicts with these Terms, these Terms control unless the Policy states otherwise.

5. Bookings, Listings, and Reviews

Heroes may create listings describing services, pricing, and requirements. PetHero does not guarantee listing accuracy. Pet Owners are responsible for evaluating Heroes and deciding whether a booking is suitable.

Users may post reviews and ratings. Reviews must be truthful and based on genuine experiences. PetHero may remove content that violates these Terms or Policies.

6. Payments, Fees, and Taxes (Stripe)

6.1 Payment Processing

Payments are processed by Stripe (or another payment processor we designate). By making or receiving payments through the Services, you agree to Stripe’s terms and authorize PetHero/Stripe to charge and disburse funds as needed to complete transactions, including adjustments, refunds, or chargebacks consistent with these Terms and Policies.

PetHero does not typically store full payment card numbers. Stripe processes card data under PCI standards. PetHero may store tokens and transaction metadata needed for operations, fraud prevention, refunds, and accounting.

6.2 Fee Model (No Commission on Hero Service Rate)

• Heroes set their service prices (“Hero Service Rate”).
• PetHero may charge Pet Owners a separate service/platform fee, disclosed at checkout before payment.
• Heroes receive the Hero Service Rate for completed services subject to refunds, chargebacks, taxes, promotions/credits, and Policy-based adjustments.

6.3 Taxes

You are responsible for determining and paying taxes applicable to your use of the Services and any Pet Care Services (including income taxes). PetHero may collect or remit certain taxes where required.

7. Background Checks, Identity Verification, and Sensitive Data (Checkr)

PetHero may offer or require identity verification and/or background checks for Heroes (and potentially for other users in limited cases) through Checkr or another provider.

7.1 Important Notices

• Background checks are not a guarantee of safety and may not reveal all information.
• Checkr and similar providers may require sensitive personal information (e.g., date of birth, government ID details, and in some cases SSN or similar identifiers where legally permitted/required). Such data is handled with heightened security and limited access.

7.2 Authorization and Consent

Where applicable, you authorize PetHero and Checkr to collect, use, and disclose information to perform identity verification and background checks, consistent with our Privacy Policy and applicable law. Additional consent forms may be presented in-app.

7.3 FCRA and Similar Laws

If a background check is considered a “consumer report” under the U.S. Fair Credit Reporting Act (FCRA) or similar laws, PetHero and/or Checkr will provide required disclosures and obtain required authorizations. PetHero may take account-related actions (including denial, suspension, or removal) consistent with law and our Policies.

8. User Responsibilities

8.1 Pet Owners

Pet Owners must provide accurate pet information, including behavioral risks, medical needs, medication instructions, allergies, and vaccination status where relevant. Pet Owners must provide emergency contact and veterinarian information and promptly pick up pets.

8.2 Heroes

Heroes must provide services safely and humanely, communicate honestly, maintain accurate profiles, and comply with all applicable laws and rules (including licensing, permits, animal welfare laws, and zoning/HOA restrictions).

9. Emergency Veterinary Care

PetHero is not a veterinary provider. In emergencies, a Hero may seek veterinary care if needed and attempt to reach the Pet Owner. Payment responsibility is determined by the Pet Owner–Hero agreement and any applicable protection program (if offered).

10. Safety and Platform Integrity (No Off-Platform Payments)

You may not arrange off-platform payments for bookings initiated via PetHero. Circumvention undermines safety tooling and may result in suspension or removal.

11. Prohibited Conduct

You may not: violate laws; provide false information; harass or threaten others; abuse or neglect animals; post unlawful or infringing content; hack, scrape, reverse engineer, or disrupt the Services; or attempt to evade enforcement.

12. Content License

You retain ownership of your content (“User Content”), but you grant PetHero a worldwide, royalty-free license to host, store, use, reproduce, modify, display, and distribute User Content to operate, improve, and market the Services.

13. Disclaimers

THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.” PETHERO DISCLAIMS ALL WARRANTIES TO THE MAXIMUM EXTENT PERMITTED BY LAW. PETHERO DOES NOT WARRANT THE CONDUCT OR PERFORMANCE OF PET OWNERS OR HEROES, OR THAT BACKGROUND CHECKS WILL IDENTIFY ALL RISKS.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, PETHERO WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, OR PUNITIVE DAMAGES. PETHERO’S TOTAL LIABILITY WILL NOT EXCEED THE GREATER OF (A) AMOUNTS YOU PAID TO PETHERO (EXCLUDING AMOUNTS PAID TO HEROES) IN THE SIX (6) MONTHS BEFORE THE EVENT GIVING RISE TO LIABILITY, OR (B) USD $100.

Some jurisdictions do not allow certain limitations; in that case, the limitation applies to the fullest extent permitted.

15. Indemnification

You agree to defend, indemnify, and hold harmless PetHero from claims arising out of your use of the Services, your interactions/bookings, your User Content, or your violation of these Terms/Policies.

16. Dispute Resolution; Arbitration; Class Action Waiver (U.S.)

PLEASE READ CAREFULLY. You agree to attempt informal resolution by contacting [email protected]. If unresolved, disputes will be resolved by binding arbitration (e.g., AAA rules), and you waive class actions, except where prohibited by law. You may opt out of arbitration within 30 days of first acceptance by emailing [email protected] with your account email and an opt-out statement.

17. Governing Law

These Terms are governed by Florida law, without regard to conflicts principles, except where prohibited.

18. Termination

PetHero may suspend or terminate accounts for violations, safety concerns, or legal compliance. Sections intended to survive (e.g., liability, indemnity, arbitration) survive.

19. Changes

We may update these Terms with notice as required by law. Continued use means acceptance.

20. App Store / Google Play Terms

Apple

These Terms are between you and PetHero, not Apple. Apple is not responsible for the Services. Apple and its subsidiaries are third-party beneficiaries of these Terms.

Google Play

You agree to comply with Google Play terms and applicable device requirements.

21. Contact

Email: [email protected]

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2) PETHERO PRIVACY POLICY

PetHero Privacy Policy
Last Updated: March 5, 2026
Company: PetHero LLC
Website: petheroplus.com
Contact: [email protected]

This Privacy Policy explains how PetHero LLC (“PetHero”) collects, uses, shares, and protects information when you use our Services.

1. Information We Collect

1.1 Information You Provide

• Account data: name, address, email, phone, profile photo, password (hashed).
• Profile data: service area, availability, experience, pricing, biography, service details (Heroes).
• Pet data: pet name, breed, age, weight, behavior notes, medical needs, allergies, medications, vaccination status where relevant, veterinarian and emergency contacts.
• Booking data: requests, scheduling, messages, photos, check-in/out info, support tickets, incident reports.
• Identity/background check data (if applicable): information needed for verification/background checks, which may include sensitive identifiers as permitted by law.

1.2 Information Collected Automatically

• Device and usage data: IP address, device identifiers, OS/app version, logs, crash reports, performance.
• Approximate location: derived from IP.
• Precise location (optional): if you enable device permissions.

1.3 Information From Others

• Payment processors (Stripe): transaction status, payment tokens, last4/brand (where provided), payout/chargeback info (not full card numbers).
• Background check providers (Checkr): verification results/status and related metadata as permitted.
• Other users: reviews, ratings, reports, communications.
• Service providers: analytics, messaging, cloud hosting, fraud prevention.

2. How We Use Information

We use information to:

• operate the marketplace (accounts, profiles, bookings, messaging);
• process payments and refunds (Stripe);
• conduct identity verification/background checks (Checkr) where applicable;
• prevent fraud and improve safety;
• provide customer support;
• improve and debug Services (analytics, crash reporting);
• comply with law and enforce Terms/Policies;
• send service communications; and
• send marketing communications where permitted (opt-out available).

3. Precise Location (Core Functionality Only)

If you enable precise location, we use it only to provide and improve core functionality such as:

• matching nearby Heroes and service areas;
• navigation/pickup/drop-off support (if applicable);
• fraud prevention and account security; and
• safety tooling and incident response.

We do not sell precise location data and we do not use precise location for third-party advertising sales.

4. How We Share Information

4.1 With Other Users (Needed for Bookings)

We share limited information between Pet Owners and Heroes to facilitate bookings (profile details, service area/approximate location, pet care instructions, messages). Some profile information and reviews may be public.

4.2 With Service Providers

We share information with vendors who help us run the Services, including:

• Stripe (payments, payouts, fraud);
• Checkr (identity verification/background checks);
• cloud hosting/storage;
• analytics and crash reporting;
• customer support tools;
• messaging/notification providers.

These providers are authorized to use information only to perform services for PetHero.

4.3 For Legal, Safety, and Compliance

We may disclose information to comply with law, respond to valid legal requests, protect rights/safety, investigate fraud/abuse, and enforce Terms/Policies.

4.4 Business Transfers

Information may be transferred in a merger, acquisition, financing, or sale of assets, subject to safeguards.

4.5 With Your Consent

We may share information for other purposes with your consent.

We do not sell personal information for money. Some laws define “sell/share” broadly; see Section 9 for opt-out rights.

5. Sensitive Data and Security Controls (Background Checks)

Where background checks/verification require sensitive information (e.g., government ID details, DOB, and in some cases SSN or similar identifiers), we apply heightened safeguards, which may include access controls, encryption in transit, vendor risk controls, and limited retention. Checkr may collect and process sensitive data under its own policies and legal obligations.

6. Data Retention

We retain information as long as reasonably necessary to provide Services, comply with law, enforce agreements, prevent fraud, and maintain safety records. Retention varies by category and legal requirements.

7. Cookies, SDKs, and Analytics

We use cookies and similar technologies (web) and SDKs (mobile) for authentication, security, functionality, analytics, and performance. You can control cookies through browser settings and manage mobile permissions via device settings. Where required, we provide consent mechanisms.

8. Your Choices

• Update profile/account information in-app.
• Control location permissions via device settings.
• Opt out of marketing emails via unsubscribe links (transactional messages may still be sent).
• Control push notifications via device settings/in-app preferences.

9. Privacy Rights (U.S. States / GDPR-style Regions)

Depending on your location, you may have rights to access, correct, delete, or obtain a copy of your data, and to opt out of certain targeted advertising or broad “sharing” definitions.

Exercising Rights

Email [email protected] with subject “Privacy Request.” We may verify your identity.

10. Children’s Privacy

The Services are not directed to children under 13. If you believe a child provided personal information, contact [email protected].

11. International Transfers

If you use the Services from outside the U.S., your information may be processed in the U.S. and other countries where we or our providers operate. We use safeguards where required.

12. Third-Party Services

Third-party services integrated into PetHero (including Stripe and Checkr) have their own privacy practices. We are not responsible for third-party policies.

13. Changes

We may update this Policy. Material changes will be notified as required by law.

14. Contact

Email: [email protected]
Mailing Address: [MAILING ADDRESS]

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3) PETHERO CANCELLATION & REFUND POLICY (STANDARD)

PetHero Cancellation & Refund Policy (Standard)
Last Updated: March 5, 2026
Company: PetHero LLC
Website: petheroplus.com
Contact: [email protected]

This Policy explains cancellation and refund rules for bookings made through PetHero and is incorporated into the Terms of Use.

1. Definitions

• Booking: a confirmed reservation between a Pet Owner and a Hero.
• Service Start Time: the scheduled start date/time displayed in the app.
• Hero Service Rate: the price set by the Hero for Pet Care Services.
• PetHero Fees: Pet Owner service/platform fee, taxes, and other amounts disclosed at checkout.

2. Payments (Stripe)

Payments and refunds are processed via Stripe (or another processor). Refund timing depends on the processor and your bank/card network.

3. Standard Pet Owner Cancellation Rules

Unless a different rule is displayed at checkout for a specific service type, the following apply:

A) Cancel 48+ hours before Service Start Time

• Hero Service Rate: 100% refunded.
• PetHero Fees: generally non-refundable, except where required by law or explicitly stated at checkout.

B) Cancel between 48 and 24 hours before Service Start Time

• Hero Service Rate: 50% refunded.
• PetHero Fees: generally non-refundable except where required by law.

C) Cancel less than 24 hours before Service Start Time

• Hero Service Rate: generally non-refundable (up to 0% refund).
• PetHero Fees: generally non-refundable except where required by law.

4. No-Shows, Early Pick-Up, Late Drop-Off

• No-show: treated as a <24-hour cancellation (no refund of Hero Service Rate).
• Early pick-up / unused time: not refundable unless the Hero agrees in writing in-app and PetHero confirms.
• Late drop-off / added time: may incur additional charges at the Hero’s stated rate.

5. Hero Cancellations

If a Hero cancels, PetHero will refund the Pet Owner the cancelled portion of the Hero Service Rate, and may refund certain PetHero Fees at PetHero’s discretion or as required by law.

6. Safety Cancellations

PetHero may cancel or adjust bookings for safety, fraud prevention, policy enforcement, or legal compliance. Refunds/credits will be determined case-by-case based on services delivered, timing, evidence, and applicable law.

7. Force Majeure / Major Disruptions

Events like hurricanes or government orders may require changes. PetHero may issue refunds/credits consistent with fairness and applicable law.

8. Promotions and Credits

Promo credits may be non-refundable and may expire. Refunds for bookings using credits may be returned as credits where permitted by law.

9. Refund Review Requests

Email [email protected] with your booking ID, reason, and supporting documentation (messages/photos/vet invoices if relevant). We may require additional information.

10. Changes

We may update this Policy with notice as required by law.

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4) PETHERO SAFETY & COMMUNITY STANDARDS

PetHero Safety & Community Standards
Last Updated: March 5, 2026
Company: PetHero LLC
Website: petheroplus.com
Contact: [email protected]

These Standards support safe, respectful marketplace use and are incorporated into the Terms.

1. Core Rules

• Animal welfare first: abuse, neglect, unsafe confinement, or cruelty is prohibited.
• Honesty: accurate pet details and truthful profiles are required.
• Respect: harassment, threats, hate, and discrimination are prohibited.
• Platform integrity: bookings and payments must remain on PetHero.

2. Background Checks and Verification (Checkr)

PetHero may require Heroes to complete identity verification and/or background checks through Checkr. Results do not guarantee safety. Refusal to complete required checks may prevent onboarding or restrict access.

3. Payments Must Stay On-Platform (Anti-Circumvention)

Do not request or accept off-platform payments for bookings initiated via PetHero (cash, Zelle, Venmo, PayPal, bank transfer, crypto, etc.). Attempts to circumvent may result in suspension or removal.

4. Pet Owner Responsibilities

Pet Owners must disclose behavior risks (including bites/aggression), medical needs, allergies, medications, and provide emergency contact and veterinarian info. Misrepresentation that creates safety risk may lead to immediate cancellation and enforcement actions.

5. Hero Responsibilities

Heroes must provide humane care, follow disclosed service limits, and maintain safe conditions. Heroes must comply with applicable laws (permits, animal welfare laws, transport rules, zoning/HOA restrictions).

6. Emergencies and Veterinary Care

Heroes should seek emergency care when needed and try to contact the Pet Owner. PetHero is not a veterinary provider. Users should document incidents and cooperate with reasonable requests during investigations.

7. Prohibited Content and Conduct

No harassment, threats, extortion, stalking, doxxing, sexual misconduct, illegal activity, impersonation, fraudulent documentation, rating manipulation, or abusive chargeback behavior.

8. Location Use (Precise Location for Functionality Only)

If enabled, precise location may be used for matching, navigation/pickup features (if applicable), fraud prevention, and safety response. We do not sell precise location data.

9. Reporting and Enforcement

Report issues in-app or via [email protected]. PetHero may investigate, request documentation, pause payouts, cancel bookings, issue refunds/credits per Policy, and suspend/remove accounts for safety or fraud.

10. Severe Violations

Animal abuse/neglect, credible threats, violence, sexual misconduct, serious fraud, repeated off-platform payment attempts, or identity falsification typically result in immediate removal.

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