PetHub+ Terms of Use

PetHub+ is a product of Donkey Labs and is operated by Martin Cavey, a Jersey-licensed sole trader providing software and digital subscription services.

Acceptance of terms

By downloading or using PetHub+ (“the app”), you agree to these Terms of Use. If you do not agree, please do not use the app. You must be at least 18 years old (or the age of majority where you live) to use the app and accept these terms.

Subscriptions and auto-renewal

PetHub+ may offer paid subscriptions that unlock premium features. In the iOS and Android apps, subscriptions are processed by the Apple App Store or Google Play. On our website (pethubplus.com), subscriptions are processed by PayPal. In these terms, the App Store, Google Play and PayPal are each called the “payment provider”. By starting a subscription, you agree to the following and to the applicable payment provider’s terms.

• What you get – Your subscription gives you access to the premium features described in the app at the time of purchase, for the period you selected (e.g. monthly or annually).
• Auto-renewal – Unless you cancel before the end of the current period, your subscription will automatically renew. Your payment provider will charge the payment method you chose for the renewal (at the then-current price) at the start of each new period. Renewal periods are the same as your initial subscription period (e.g. every month or every year).
• Cancellation – You may cancel auto-renewal at any time with the payment provider you subscribed through. App Store: Settings → [your name] → Subscriptions. Google Play: Play Store → Payments & subscriptions → Subscriptions. PayPal (website subscriptions): log in to paypal.com and cancel the PetHub+ automatic payment. Deleting your PetHub+ account does not cancel a subscription. Cancellation stops future charges but does not refund the current period; you keep access until the end of that period.
• Website subscriptions (PayPal) – If you subscribe on pethubplus.com, PayPal takes payment in pounds sterling (GBP). The plan, the price and the length of any free trial are shown before you confirm in PayPal. If your plan includes a free trial, PayPal takes the first payment when the trial ends unless you cancel before then, and then takes the same amount at the start of each renewal period until you cancel. If a payment fails, PayPal may try again; if it still cannot be collected, your subscription may be suspended and Premium access ends. Your payment is also subject to PayPal’s user agreement.
• Price changes – We or the store may change subscription prices. If we do, we will give you advance notice where required by the store or by law. Continued use after a price change may constitute acceptance of the new price.
• Free trials – If we offer a free trial, you may be charged when the trial ends unless you cancel before the trial period ends. The app or the store will show the trial length and when you will be charged.
• When your subscription expires – If your subscription expires or is cancelled, your account and data are not deleted immediately. We keep your account and data for a grace period of 14 days so that you can re-subscribe and continue using the app without losing your information. If you do not re-subscribe within that period, we will delete your account and associated data. Re-subscribing within the 14 days restores full access and keeps your data. Separately, accounts on the Basic (free) plan are subject to the inactivity policy described in "Account inactivity and deletion" below.

Payment and billing are handled by the payment provider you used, so your transaction benefits from that provider’s buyer protection and security. For App Store and Google Play subscriptions, PetHub+ follows the store’s developer terms and policies for in-app purchases and subscriptions. QR tag orders on our website are one-off payments taken through PayPal. We never receive or store your full payment card details. Refunds and billing disputes are covered under “Refunds” below.

Family access

If the app supports family sharing, access may be shared by the family owner. Family members use the app under the same terms; the account that pays for the subscription is responsible for compliance with these terms.

No veterinary or professional advice

The app provides general information only. It is not a substitute for professional veterinary, medical, or legal advice. Always consult a vet for medical decisions about your pets. Any AI-generated content or advice in the app may be incomplete, inaccurate, or outdated. Do not rely on it for important decisions. You use such content at your own risk.

AI Advice and third-party data sharing: The AI Advice feature sends your messages and conversation to a third-party AI provider (OpenAI) to generate responses. We ask for your permission in the app before any data is sent. By using the AI Advice feature after agreeing, you consent to this processing as described in our Privacy Policy (Third-party AI services).

Travel and licensing compliance: The app helps you organise travel and licence information, but you are solely responsible for ensuring compliance with all applicable travel regulations, licensing requirements, and border control rules. Always verify current requirements with official sources, your vet, or relevant authorities. The app does not guarantee that stored documents will be accepted by authorities, and we are not responsible for any consequences of non-compliance.

Specific disclaimers

To the extent permitted by law, we do not guarantee and are not responsible for the following:

• AI advice and content – AI-generated responses may be wrong, incomplete, or unsuitable. They are for general information only. You are responsible for checking important information and for any decisions you make.
• Reminders and notifications – We do not guarantee that reminders, calendar alerts, or notifications will be delivered, displayed, or seen by you. The app may fail to notify you due to device settings, connectivity, or technical issues. Do not rely solely on the app for time-sensitive or critical tasks.
• QR codes and pet tags – Pet tag QR codes and linked information may not scan, may be damaged or unreadable, or may not work in all conditions. We do not guarantee that scanned data will be correct, complete, or available. You are responsible for keeping contact and pet information up to date elsewhere if needed.
• Service availability – The app or our services may be unavailable, slow, or interrupted due to maintenance, outages, or other reasons. We do not guarantee uptime or continuous access.
• Accuracy of information – Information you enter or that is shown in the app (including pet details, vet info, insurance, reminders, and notes) may be recorded, stored, or displayed incorrectly due to technical or human error. You should verify important data and keep your own records where it matters.
• Places and third-party data – Data about vets, shops, pet-friendly places, or other locations may come from third parties (for example Google or other providers). We do not guarantee that this data is accurate, complete, or up to date. Always confirm with the venue before relying on it.
• Travel and licence documents – The app provides organisational support for storing travel and licence information and documents. You remain solely responsible for ensuring compliance with all travel, licensing, and regulatory requirements. We do not warrant that stored documents will be accepted by authorities, border control, or licensing bodies. Always verify current requirements with official sources, vets, or relevant authorities before travelling or applying for licences. The app is not a substitute for official documents or professional advice.
• Document storage – Documents you upload are stored securely in private cloud storage. While we use reasonable security measures, we cannot guarantee absolute security. You are responsible for ensuring you have backups of important documents. We are not liable for loss, corruption, or unauthorised access to uploaded documents beyond our reasonable control.

You use the app and rely on any of its content or features at your own risk. Where the law allows, we are not liable for any loss or damage arising from the above.

Account responsibility

You are responsible for keeping your login details secure and for all activity on your account. Tell us straight away if you think someone else has access to your account.

Account inactivity and deletion

If you are on the Basic (free) plan and do not log in to the app for a continuous period of 90 days, your account will be classified as inactive and scheduled for deletion. Prior to deletion, we will send a notice to the email address associated with your account, providing 7 days' notice of the scheduled deletion. To retain your account, you must either (i) log back in to the app, or (ii) subscribe to Premium, in each case within the 7-day notice period. If no such action is taken, your account and all associated data will be permanently and irreversibly deleted in accordance with our Privacy Policy. Premium subscribers are not subject to the 90-day inactivity rule for so long as their subscription remains active.

Refunds

For App Store and Google Play subscriptions, refunds are handled by Apple or Google under their policies; contact the store you purchased through. For website subscriptions and QR tag orders paid through PayPal, contact us at the email address under “Contact” and we will deal with your request in line with applicable law. Nothing in these terms affects any statutory rights you have as a consumer.

Acceptable use

You must use the app lawfully and only for its intended purpose. You must not misuse it, try to gain unauthorised access to our systems or other users’ accounts, or use it in any way that harms others or violates applicable law. We may suspend or terminate your access if you breach these terms.

Termination

You may stop using the app at any time. If you have a subscription, you must cancel or manage it with the payment provider you subscribed through (the Apple App Store, Google Play or PayPal). When a subscription expires or is cancelled, your account and data are retained for a 14-day grace period before deletion so you can re-subscribe if you wish (see “Subscriptions and auto-renewal”). We may suspend or end your access to the app if you breach these terms or for other serious reasons. Where the law allows, we are not liable to you for any suspension or termination.

Disclaimer of warranties

To the extent permitted by law, the app and all content and features are provided “as is” and “as available”. We do not guarantee that the app will be error-free, uninterrupted, secure, or fit for any particular purpose. We disclaim all warranties (express or implied) except those that cannot be excluded by law. Your use of the app is at your own risk.

Limitation of liability

To the extent permitted by law:

• We (Donkey Labs) are not liable for any indirect, incidental, consequential, or special loss or damage arising from your use of (or inability to use) the app, including but not limited to: loss of data, loss of profits or revenue, business interruption, missed appointments or reminders, reliance on AI or other content, failure of QR codes or pet tags, inaccurate or missing information, app downtime, account deletion resulting from inactivity, non-renewal of a subscription, or failure to receive or act on notices sent to your registered email address, or decisions you make based on the app.
• Our total liability to you for any claims arising from or related to the app or these terms shall not exceed the amount you paid us in the 12 months before the claim (or, if nothing was paid, zero).

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited by applicable law.

Notices and communications

Any notice or communication we send to you in connection with your account or these Terms, including subscription notices, inactivity warnings, deletion notices, changes to these Terms, and other service-related communications, will be sent to the email address you have provided and associated with your account. Such notices shall be deemed to have been duly given, received, and delivered at the time the email is transmitted by us, regardless of whether you actually open, read, or receive the email. You are responsible for (i) providing and maintaining a valid, current, and active email address on your account, (ii) ensuring that emails from us are not blocked, filtered, marked as spam, or otherwise prevented from delivery, and (iii) monitoring that inbox for communications from us. We are not liable for any loss of data, account deletion, or other consequence arising from your failure to receive, read, or act upon any notice sent in accordance with this section.

Changes to these terms

We may update these Terms of Use from time to time. The “Last updated” date at the top will change when we do. If we make material changes, we may notify you in the app or by email. Continued use of the app after the change means you accept the updated terms.

Privacy

How we collect and use your data is set out in our Privacy Policy.

Governing law

These terms are governed by the laws of Jersey. Any disputes are subject to the exclusive jurisdiction of the courts of Jersey. If you live in another country, the law there may give you mandatory rights that apply regardless of this choice; in that case, those rights are unaffected. Your use of the Apple App Store or Google Play is also subject to Apple’s or Google’s respective terms, which apply to the distribution of the app.

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