Terms of Service

Version: 2026-10-11. Updated October 11, 2026.

For a new subscription, this version applies when you accept it. For an existing subscription, it applies no earlier than fourteen days after we actually provide notice of this version, or a later date stated in that notice. It does not change the terms that applied to an earlier transaction. Until the new version takes effect for you, the previous terms continue to apply.

1. Pet Friend and your organization

Pet Friend LLC, an Ohio-based company, provides the Pet Friend software at petfriend.io for animal shelters, rescues, animal control agencies, and related organizations. These terms govern your organization's subscription and use of that software. Contact us at contact@petfriend.io.

You must be at least eighteen years old to open a subscription. If you act for an organization, you confirm that you have authority to accept these terms and authorize the selected subscription and payment method on its behalf. Your organization is responsible for its authorized users, keeping account information current, and protecting login credentials. Do not share another person's credentials or use a payment method without authorization.

2. Plans, recurring charges, and free trials

A monthly subscription renews and is billed each month; an annual subscription renews and is billed each year, until you cancel. The plan, currency, recurring price, billing interval, and any selected trial are identified in your checkout or agreed order. Review those details before authorizing payment. The annual price is charged for the annual term, rather than in twelve monthly installments. Applicable taxes and the additional charges described below may increase your total.

When a free trial is offered, the advertised trial is fourteen days unless your checkout or agreed order states otherwise. The trial runs from the subscription's recorded trial start to its recorded trial end; activating or logging in to the software later does not restart it. Review your actual trial end and first payment date in the subscription details. Unless you cancel before the trial ends, the subscription converts to the paid plan you selected and the authorized payment method is charged, then charged at the recurring interval until cancellation. A live demonstration account is separate from a subscription trial.

You authorize the recurring charges described at checkout, together with applicable taxes and additional charges you authorize under the disclosed plan and usage terms. Chargebee manages our subscriptions and billing; payment processing may be provided by Stripe or the payment provider identified during checkout. Review invoices, subscription status, and payment details in Admin → Subscription. An agreed manual invoice, check, or purchase-order arrangement follows the billing and renewal terms in that order; it does not itself authorize a new card charge.

Not using the software, uninstalling a shortcut, or opting out of messages does not cancel a subscription. Keep your billing email and authorized payment method current. A failed payment may be retried, and access may be suspended for nonpayment. A retry does not authorize charges for a period that was properly cancelled.

3. Included allowances and additional charges

Our published base plans do not charge per adoption. They include the storage, data-transfer, and feature allowances shown on the pricing page. Storage and download or streaming usage above the included allowances can produce additional charges automatically under the disclosed rates. Extra storage is billed in recurring blocks; data-transfer overage is calculated for each calendar month and billed afterward, including for annually billed subscriptions. A started overage block is charged as a whole block, not by the exact fraction used. Removing files or cancelling does not erase usage charges already incurred.

AI assistance is an optional paid add-on for eligible plans. Its included credits and price are shown before enabling it. Additional AI credit blocks are charged only if you enable that overage option. Custom training or other separately agreed services may have a quoted charge. Your own payment processor may charge fees on shelter payments or donations. See the pricing disclosures and your subscription details for the amounts, allowances, and applicable billing periods.

4. How to cancel

An authorized organization administrator can cancel at any time in Admin → Subscription by selecting the cancellation option and confirming the request. To avoid the next recurring charge, cancel before the displayed trial end or renewal date. If you cannot access the account, cannot use that control, or need help with a manual billing arrangement, email contact@petfriend.io with your organization and account email and state that you want to cancel. Do not send a password or full payment-card number. We may verify that you are authorized to manage the account.

Cancelling stops future subscription renewals. For a paid subscription, ordinary cancellation takes effect at the end of the current paid billing term, and access continues through that paid-through date, subject to the suspension provisions below. Cancelling a subscription trial before its recorded end prevents its conversion to the paid subscription. Check the cancellation confirmation and scheduled end date in your account. Previously incurred charges remain payable unless refunded, corrected, or otherwise required by law.

5. Refunds, billing errors, and unauthorized charges

Except where applicable law requires otherwise or we agree otherwise, subscription payments are not refunded or credited merely because you stop using the service or cancel partway through a paid term. Paid-through access ordinarily continues after cancellation. This policy does not exclude a refund or correction required for a billing error, an unauthorized charge, or a nonwaivable legal right.

If a charge appears incorrect or unfamiliar, contact contact@petfriend.io so we can investigate. We may request information needed to identify the payment and account, without requesting your full card number. Nothing in these terms requires you to waive or delay a valid dispute, chargeback, or other right available through your bank, payment provider, or applicable law. We may provide relevant account, payment, consent, and service-usage records to the providers handling a payment dispute, as described in our Privacy Policy.

6. Your records and appropriate use

You retain the rights you hold in the records, photos, documents, and other content you upload. You authorize us to host, process, display, transmit, and back up that content as needed to provide the service and the features or integrations you choose. You are responsible for having the rights and permissions needed to enter personal information, send messages, publish listings, and share records.

Do not use the service unlawfully, send unsolicited messages, upload malicious software, interfere with another account, or attempt unauthorized access. Pet Friend's software and other intellectual property remain ours or our licensors'. AI suggestions and automated matches require your review; they are not a substitute for professional judgment, veterinary care, or legal advice.

7. Access, suspension, and retention

You may export your organization's available data using the service's export tools. Arrange an export before your access ends; cancellation is not dependent on exporting. We may suspend or terminate access for nonpayment, misuse, security threats, or legal requirements. Where appropriate and practicable, we will explain the issue and how to address it.

After a subscription becomes inactive, access may be restricted or unavailable. Our ordinary tenant-data cleanup window is approximately ninety days after deactivation, subject to billing, legal, security, and operational checks; this is not a guarantee of continued access or deletion of every record on a particular date. Backups and separately maintained billing, tax, consent, support, security, and dispute records may be retained longer for their applicable purposes. We may also preserve information for a legal hold or unresolved dispute. See our Privacy Policy and contact us about an export or retention request.

8. Privacy and optional text messages

Our Privacy Policy explains how we process information. An optional SMS opt-in is separate from agreeing to these terms or authorizing recurring billing. Pet Friend account texts can include login help, trial-ending, and billing notices. Shelters may separately collect consent for their adoption or animal-related messages. Consent to receive texts is not a condition of purchase or adoption. Message frequency varies; message and data rates may apply. Reply STOP to stop texts or HELP for help. Stopping texts does not cancel a software subscription. See the SMS Policy.

9. Service limitations and responsibility

We provide the software using commercially reasonable care. Except for an express commitment in an applicable agreement, it is provided “as is” and “as available.” We do not promise uninterrupted availability, error-free operation, or that every feature meets every organization's needs. To the extent permitted by law, we exclude implied warranties of merchantability, fitness for a particular purpose, and noninfringement.

To the extent permitted by law, Pet Friend LLC and its suppliers are not liable for indirect, special, consequential, exemplary, or punitive damages, or lost profits, revenue, or data. To that same extent, our total liability for claims under these terms is limited to the amount you paid us for the service. These limitations do not exclude liability or remedies that applicable law does not allow us to exclude.

10. Changes and governing terms

We may change the service, these terms, or future subscription prices. We will identify a new terms version and give notice of material changes. For an existing subscription, changes take effect no earlier than fourteen days after actual notice, unless a change is required sooner by law. Changes do not apply retroactively. A price change applies prospectively after notice and any consent required by law; it does not change a completed charge. You may cancel before a change takes effect. A separately agreed written order controls a direct conflict with these terms for that order.

Ohio law governs these terms, excluding its conflict-of-laws rules, except where applicable law requires otherwise. Subject to nonwaivable rights and any separately agreed written terms, claims relating to these terms or the service may be brought in the state or federal courts in Franklin County, Ohio, and the parties consent to those courts' jurisdiction. These terms do not create third-party beneficiary rights. If a provision cannot be enforced, the remaining provisions continue to apply; a failure to enforce a provision immediately does not waive it.