OurPack Health

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OurPack Health — Terms of Service

Version 2.6 · effective August 11, 2026

OurPack Health — Terms of Service

Version: 2.6 Effective Date: August 10, 2026 Change (2.6): Section 30 is rewritten where it describes referrals, and Section 8 adds automation. A referral reward is now earned when the person you referred joins and sets up a care plan — a care plan is free, so neither of you has to buy anything and there is no waiting period. Only a paying member may refer, and there is a limit of 10,000 referral points per account. Section 30.4 states plainly what we may do about referral abuse: end referral privileges, void the points, and — where points have already been spent and so cannot be voided — charge your payment method for what they were worth, at the same one cent per point that Section 30.1 has always said a point is worth. We tell you before we charge, and we never charge a multiple. Change (2.5): Section 9B is new. Section 9's licence covers what we do with your content to run the Service for you; a photograph you contribute to our product catalogue is the one thing you create that we publish to everyone, and nothing said so. It now does — what the licence covers, that it is optional, what happens if you change your mind, and the plain warning that a photograph or video of a package can catch a face, a name on a label, or an address, so please check before you send it. Change (2.4): Section 4B is rewritten. A child now holds their own account rather than a profile inside a parent's — they still never sign up, have no email address and no password, and the parent still accepts on their behalf. Adds the parent's ability to switch the account off, and what the child is told when they do. Operator: OurPack Health, Inc., a Nevada corporation ("Company," "we," "us," or "our") Service: OurPack Health (the "Service")

Important health notice — please read first

OurPack Health is not a veterinarian and does not provide veterinary medical advice, diagnosis, or treatment. Our AI assistant provides general pet-health education and information only. It does not diagnose conditions, does not prescribe or recommend medications or treatments, and does not tell you to seek, delay, or avoid veterinary care as a clinical decision. Information you receive through the Service is not a substitute for professional judgment from a licensed veterinarian who has examined your pet.

Always consult your own licensed veterinarian for any question about your pet's health, diagnosis, or treatment. Never disregard or delay seeking professional veterinary advice because of something you read or received through the Service.

In an emergency, do not use the Service. Contact your veterinarian or your nearest emergency animal hospital immediately.

1. Acceptance of these Terms

These Terms of Service ("Terms") form a binding agreement between you and OurPack Health, Inc. governing your access to and use of OurPack Health, including our mobile applications, websites, and related features (collectively, the "Service"). By creating an account, subscribing, or otherwise using the Service, you agree to these Terms and to our Privacy Policy, which is incorporated by reference. If you do not agree, do not use the Service.

We may present these Terms to you again for re-acceptance when we make material changes (see Section 17).

How to read this document. These Terms describe the rules of the relationship between you and us. They are written to cover the Service as it exists today and as it may develop, so some Sections describe things we may do — offer a trial, issue credit, add a plan — whether or not we are doing them right now. Where a Section says we may do something, the specific terms that apply are the ones we disclose to you at the time, and those disclosures govern the details.

2. Description of the Service

OurPack Health helps pet owners:

  • keep a longitudinal, organized health record for each pet;
  • ask an AI assistant general pet-health questions for educational purposes;
  • prepare questions, summaries, and health concerns to bring to their own licensed veterinarian;
  • track and follow care plans that their veterinarian has directed; and
  • where available, connect to a licensed veterinarian for a consultation or a triage interaction, and pay for it — see Section 3.2.

The Service is an information-management and educational tool. It collects and helps organize information and, at your direction, helps you route that information to your veterinarian.

We do not provide veterinary care. Where the Service connects you to a veterinarian, that veterinarian provides the care, under their own licence and their own professional judgment. We do not employ them to treat your pet, we are not a party to the relationship between you and them, and no veterinarian-client-patient relationship is created between you and us. Our role is to make the connection, to hold the record, and to process the payment.

We may add, change, or discontinue features. Where a change materially reduces a paid feature during a term you have already paid for, Section 7.2 applies.

3. Not veterinary advice; no diagnosis; emergencies

This Section restates the health notice above because it is central to your use of the Service:

  1. No veterinary advice or diagnosis. The Service, including our AI assistant, provides general educational information only and does not provide veterinary medical advice, diagnosis, prescription, or treatment recommendations.
  2. No clinical care decisions. The AI does not tell you to seek, delay, or avoid veterinary care as a clinical decision. Decisions about your pet's care are between you and your licensed veterinarian.
  3. Your veterinarian governs. Where information from the Service differs from guidance given by your veterinarian, follow your veterinarian.
  4. Emergencies. The Service is not for emergencies. If your pet may be experiencing an emergency, contact your veterinarian or an emergency animal hospital immediately.
  5. No reliance. You agree not to rely on the Service as the basis for any decision about your pet's health without confirming it with a licensed veterinarian.
  6. No veterinarian-client-patient relationship. Using the Service does not create a veterinarian-client-patient relationship ("VCPR") between you and us, and we do not attempt to establish one. A VCPR can be formed only with a licensed veterinarian, in accordance with the law of your state.

3.1 When a licensed veterinarian uses the Service

We also make professional features available to licensed veterinarians and veterinary staff under the separate Veterinary Professional Terms. Those features are built for clinicians and behave differently from the consumer Service.

If a veterinarian uses the Service in connection with your pet's care:

  • Their professional judgment governs, not ours. Any clinical decision is theirs, made under their licence and their professional obligations. We do not practise veterinary medicine, do not supervise them, and are not a party to the VCPR between you and them.
  • We are not responsible for their advice or care. Your relationship for veterinary care is with that veterinarian or practice.
  • What they contribute becomes part of your pet's record. See Section 6.1.

Nothing in this Section changes the disclaimers in Section 3 as they apply to you as a consumer.

3.2 Consultations and triage with a veterinarian, through the Service

Where it is available to you, the Service can connect you to a licensed veterinarian — sometimes your own, sometimes one you have not seen before — and let you book and pay for a consultation or a triage interaction.

Two of these are different things, and the difference is not a formality.

  • A consultation with a veterinarian who has an established relationship with your pet may include diagnosis, treatment advice and, where the law and their judgment allow, a prescription.
  • A triage interaction is advice and routing only. It cannot include a diagnosis or a prescription, whatever it may feel like in the moment, and the veterinarian is not permitted to give you one. What it can do is help you decide how urgently your pet needs to be seen, and by whom. Every urgent path ends with you being told to obtain in-person care.

You are told which one you are booking, before you pay. The Service states plainly what the veterinarian you have selected is able to do for your pet, determined by where your pet is, by where that veterinarian is licensed, and by whether they already have a relationship with your pet. If a booking cannot include a diagnosis or a prescription, you will see that before you are charged. This exists so you are never paying in the expectation of something you cannot lawfully be given.

Availability is limited and its absence means nothing clinical. These features depend on your state's rules, on which veterinarians have chosen to offer a service, and on which services we offer. Where a feature is unavailable to you it is simply not shown. That is not a statement about your pet, and you should never read the absence of an option here as a reason to wait.

In an emergency, do not book anything. Go. Section 3.4 of the health notice above is unchanged by the existence of these features, and a triage interaction is not a substitute for an emergency hospital.

Who is responsible. The veterinarian is responsible for the care they provide, for staying within what their licence permits, and for their own clinical judgment. We are responsible for operating the Service as described in these Terms. Sections 14 and 15 apply.

4. Eligibility (18+ to hold an account)

You must be at least 18 years old and able to form a binding contract to hold an account on the Service. The Service is intended for adult pet owners and the people they authorize. We do not allow anyone under 18 to create an account, and no part of the Service invites a child to register.

Children take part through an account a parent creates for them, and Section 4B governs it. A child never signs up: the parent creates the account, controls it, and agrees to these Terms on the child's behalf.

4B. Children's accounts

A parent or guardian may create an account for their own child so the child can help look after the family's animals. This Section governs those accounts, and it applies in addition to the rest of these Terms.

The parent or guardian is the only party to this agreement. They create the account, choose what it may do, and accept these Terms and the Privacy Policy on the child's behalf. We record that acceptance against the parent's account with the time it was given. The child is never asked to accept anything, because a child's agreement would not be binding and asking for it would suggest otherwise.

The child does not sign up, and has no email address or password. There is no registration form anywhere in the child's part of the Service. The parent generates a single-use code, the child's device uses it once to sign in, and that code then expires. Because the account has no email address, there is no other way in — no password to guess, no reset link, and no way for anyone outside the household to reach it.

The parent can sign the child out, switch the account off, or delete it, at any time. Switching it off is immediate: the child's device is signed out and told plainly that a grown-up in the household has turned the account off. Nothing is lost — what the child recorded stays on the animal's record, and switching it back on restores their access.

We do not ask a child for a date of birth, and we do not ask you for theirs. We hold no date of birth for any person, and we do not attempt to calculate anyone's age. Whether a profile belongs to a child is decided by you when you create it — not inferred by us, and not tested against a rule.

What a child's account can never do, whatever permissions you grant:

  • It cannot contact a veterinary practice. A conversation with a clinician about an animal's treatment is not something that can be delegated to a child by turning on a setting.
  • It cannot reach any commercial part of the Service — no store, no prices, no products, no purchases, and no links out to sellers.
  • It cannot use the symptom-assessment features. Those features exist to tell an adult whether and how soon to get to a veterinarian, and that is not an instruction a child can act on. A child's profile has one plain way to say that something seems wrong with the animal; using it alerts the adults in the household straight away and tells the child to go and find one of them.

What you are agreeing to. You confirm that you are the child's parent or legal guardian, that you have the authority to accept these Terms for them, and that you are responsible for their use of the Service — including anything they record about an animal.

Ending it. You may switch a child's account off or delete it at any time from your account. What the child recorded about an animal — that a task was done, and when — stays on that animal's record, because it is part of the animal's history and other people relied on it. Their display name stays attached to those entries for the same reason. Everything else about the account is deleted. Our Data Deletion Policy sets out how that works and what a full account deletion removes.

See our Privacy Policy, Section 11, for what we collect through a child's profile and what we do not.

4A. Where the Service is offered

The Service is offered only to residents of the United States. We do not offer it to, market it in, or direct it at people outside the United States, and we may refuse or close an account that appears to be outside it. Payment methods must be issued in the United States.

If you use the Service from outside the United States, you do so on your own initiative and are responsible for compliance with local law. Nothing in these Terms is an offer to provide the Service where we are not permitted to.

5. Accounts and security

  • Registration. You must provide accurate information and keep it current.
  • Credentials. You are responsible for safeguarding your login credentials and for all activity under your account. Notify us promptly at support@ourpackhealth.com if you suspect unauthorized access.
  • One human per account. Accounts are for individuals; do not share a single personal login among multiple people. Use the Service's multi-owner and household features (Section 6) to give other people appropriate access.
  • Accuracy of pet data. You are responsible for the accuracy of the pet-health information you enter or upload.

6. Pets, multiple owners, and households

A pet profile can be shared with more than one person, each assigned a role such as owner, sitter, walker, or viewer. Roles determine what a person can see and do. By inviting or accepting a role for a pet, you agree that:

  • the person who created the pet profile (or a designated owner) may manage roles and access;
  • people with access may see the pet-health information appropriate to their role;
  • removing your own access, or deleting your account, does not by itself delete a pet that still has other active owners (see the Data Deletion Policy); and
  • you will only invite people who are entitled to access that pet's information.

6.1 Who owns what a non-owner contributes

When someone who is not an owner of a pet — a sitter, walker, viewer, or other care-team member — records something about that pet, what they record becomes part of that pet's record and belongs to the pet's owners. It does not belong to the person who entered it.

This is how a pet's history stays usable. A dog's medication log is only worth having if it is complete; if the walker who gave a dose on Tuesday could remove that entry later, the owner and their veterinarian would be left with a record that is silently missing a dose, and no way to know it.

So, if you contribute to a pet you do not own:

  • You grant the pet's owners a perpetual right to keep and use what you contributed as part of that pet's record, including after your access ends.
  • Your entries cannot be withdrawn, by you or by us. Only an owner of that pet can remove an entry from their pet's record.
  • Your name stays on what you recorded. A care record is a record of who did what. "A dose was given at 6pm" is nearly useless; "you gave a dose at 6pm" is a fact the owner, their veterinarian, an insurer, or a court may need years later. That attribution protects you as much as the owner — it is the evidence that you did what you were asked to do, when you were asked to do it.
  • Deleting your account does not delete your contributions, or your name on them. It removes your account, your login, your contact details, and your access. The entries and their attribution remain part of the pet's record. This is set out in the Data Deletion Policy, Section 6.1, including the legal basis for it.
  • What you keep. These Terms give neither us nor a pet's owners any right to your contributions beyond that pet's record. We do not use your retained name to contact or market to you once your account is gone.
  • If something is wrong, ask the owner. Accuracy and erasure are different things and you keep the first. If you believe something you recorded is inaccurate, ask an owner to correct it, or write to privacy@ourpackhealth.com.

The same applies to veterinarians and veterinary staff. A veterinarian cannot withdraw, edit away, or anonymise their notes, comments, or messages to an owner after the fact. Clinical communication becomes part of the animal's record held by its owner, and professional record-keeping rules generally require that the identity of the person who provided care be preserved. Veterinary users are also subject to the separate Veterinary Professional Terms.

Owners: this cuts both ways. A record built from several people's entries is a record you are responsible for. Only grant access to people you trust with your pet's history.

7. Subscriptions, billing, trials, auto-renewal, cancellation, and refunds

7.1 What a subscription grants you

Paid access to the Service is sold as a subscription to your account, not to an individual pet. A subscription grants you, for its term, a personal, non-transferable licence to use the features your plan includes, together with storage of the records those features create.

A plan is defined by what it allows, and its limits are part of what you are buying. Depending on the plan, those limits may be expressed as:

  • how many pet profiles the plan covers;
  • how many matters — for example health concerns, cases, or care plans — may be open at the same time;
  • which features, models, or service levels are available; and
  • rate, volume, storage, or fair-use limits.

Where a plan limits how many matters may be open at once, that limit is about simultaneous use, not consumption. A matter stays open for as long as the care requires, is not charged for separately, and is not charged for by duration. Closing a matter makes that space available again, and closing something never deletes it — the record remains, and may be reopened where the Service allows.

Renewal continues your capacity; it does not add to it. Capacity is not an allowance that refills. Unused capacity does not accumulate, roll over, carry forward, or convert into anything else, and it has no cash value. If everything your plan allows is currently in use, you can close something, change plans, or wait — and the Service will tell you which options apply.

We may offer plans of different lengths, priced per account, per pet, or per another unit, and may introduce, rename, combine, or withdraw plans over time.

7.2 Prices, plan contents, and changes

Current prices, plan contents, billing intervals, included limits, and any promotional terms are the ones shown to you at the point of purchase and repeated in your order confirmation. Those disclosures — not this document — are the source of truth for what you bought and what you pay. Prices and plan contents are deliberately not written into these Terms, so that changing them does not require changing your agreement with us.

Amounts are in U.S. dollars and exclude any applicable taxes.

We may change prices and plan contents prospectively. We will not change the price of a term you have already paid for.

Before a price increase applies to your renewal, we will notify you in advance as required by applicable law, and the notice will state the new price, when it takes effect, and how to cancel. If you do not want the new price, cancel before the renewal date and the increase will not be charged.

7.3 Free trials, introductory offers, and promotions

We may offer free trials, introductory or promotional pricing, discounts, bundles, extended terms, loyalty benefits, partner or affiliate pricing, or other offers. We may limit, modify, or withdraw any offer at any time. Whether such an offer exists at a given moment, and its exact terms, are shown at the point of the offer.

Where we do offer one:

  • The specific terms are disclosed before you accept — what it includes, how long it lasts, what happens when it ends, and what you will be charged.
  • Unless we state otherwise, a free trial or introductory period converts to a paid, auto-renewing subscription at the then-current price when it ends, unless you cancel first.
  • If a free trial or promotional period runs longer than 31 days, we will remind you before it converts, as described in Section 7.4.
  • We may restrict an offer to new customers, limit it to one per person or household, and require a valid payment method to start it.
  • Offers are not transferable and have no cash value.

Withdrawing or changing an offer never affects an offer that already applied to a purchase you have completed.

7.4 Automatic renewal

Your subscription renews automatically until you cancel. At the end of each billing period it renews for another period of the same length, and we (through our payment processor) charge your payment method the then-current fee. By subscribing, you authorize these recurring charges.

Because automatic renewal is a commitment, we hold ourselves to the following:

  • Clear disclosure before you buy. The renewal terms, the amount, the frequency, the cancellation policy, and how to cancel are presented clearly and conspicuously, before you pay.
  • Separate affirmative consent. You agree to the automatic-renewal terms by a distinct act, not by a pre-ticked box.
  • A confirmation you can keep. After you subscribe we send confirmation restating what you bought, the renewal terms, the cancellation policy, and how to cancel, in a form you can retain.
  • Advance reminders and notices before a renewal, before a trial or promotional period converts to paid, and before a price increase takes effect, as and where applicable law requires them.

7.5 Cancellation

You may cancel at any time, effective at the end of your current paid period. You keep access until then, and you will not be charged again unless you resubscribe. Cancelling does not delete your account or your records; deletion is a separate choice described in the Data Deletion Policy.

If you subscribed online, you can cancel online, in your account settings or billing portal. If we present an offer during cancellation, you may decline it and complete the cancellation.

If you subscribed through a third-party app store, cancel through that store's subscription settings; we cannot cancel a store-billed subscription for you.

7.6 Refunds — the general rule, and the exception

Two rules operate together here, and this Section sets the boundary between them. Read them as a pair.

The general rule: fees are non-refundable. Except as stated in this Section or required by law, all fees are non-refundable, and there are no refunds or credits for partial billing periods, unused time, unused capacity, or features you did not use. Cancelling part-way through a paid period does not produce a refund for the remainder; it stops the next charge.

The exception: a satisfaction guarantee, where we offer one. We may offer a money-back guarantee, and where we do, the guarantee is a genuine exception to the general rule, not a contradiction of it. The guarantee's terms — who is eligible, how long the window runs, which purchase it applies to, and what is returned — are disclosed at the point of purchase, and those disclosed terms govern. Outside the guarantee's stated scope, the general rule above applies in full.

A guarantee we offer is honoured as offered. We may change, limit, or withdraw a guarantee for future purchases, but doing so never affects a guarantee that already applied to a purchase you have completed.

Some things are not refunds, and this rule does not reach them:

  • Changing plans mid-term. When you move between plans, the value of what you have already paid for is applied to what you are moving to, on a pro-rata basis. That is capacity exchanged for capacity, not a refund, and it is governed by Section 7.8.
  • Charges we reverse ourselves — a duplicate charge, a billing error, or a charge you did not authorize. Tell us at support@ourpackhealth.com and we will fix it.
  • Amounts you are owed by law. Nothing in this Section limits any non-waivable refund or cancellation right you have under applicable law, including the automatic-renewal and consumer-protection laws of your state.

7.7 Account credit, promotional credit, and referral rewards

We may issue credit to your account — as a referral or affiliate reward, a promotion, a goodwill gesture, or compensation for a service problem. We are not obliged to offer any credit programme, and we may introduce, change, or end one at any time.

Unless we state otherwise in writing at the time we issue it:

  • Credit is not money. It has no cash value, cannot be redeemed for or converted into cash, is not refundable, and is not transferable or assignable. It is not a deposit, a gift card, a stored-value instrument, or property.
  • Credit may be limited in what it can pay for. We may scope credit to particular charges — for example, to subscription fees only, and not to any other product, service, marketplace item, or third-party offering we may make available now or in future. The scope that applies is the scope disclosed when the credit is issued.
  • Credit is applied automatically to the next eligible charge on your account, reducing that charge. It reduces what you are billed; it does not create a payment to you, and it will never reduce a charge below zero.
  • Credit does not itself extend your subscription or keep an account active. Your subscription must be current for credit to be applied to it.
  • A refund returns what your payment method was actually charged, never the credit that reduced that charge. Credit applied to a purchase is not returned as cash if that purchase is later refunded.
  • Credit ends when your service does. Unused credit is forfeited when your subscription terminates or your account closes, and it does not return if you come back. We keep a record of what was earned and what became of it, so the history stays answerable after you leave.
  • Abuse voids it. Credit obtained through self-referral, duplicate or fictitious accounts, or any other circumvention may be voided, and Section 8 applies.

Referral rewards. Our referral programme pays in loyalty points, and Section 30 governs it — what earns a reward, who may refer, the limit per account, and what happens where a referral turns out to be abusive. Where we instead issue a referral reward as account credit, this Section 7.7 governs that credit. We may set, change, or end the conditions for earning a referral reward prospectively, including requiring the person referred to reach a stated milestone before the reward is earned.

7.8 Changing plans

You may move between plans where the Service offers it.

  • Upgrades take effect immediately, and the unused value of your current term is applied on a pro-rata basis toward the new plan.
  • Downgrades take effect at the end of your current paid period, so you keep what you have paid for until it runs out.
  • A plan change never deletes your data and never closes a matter on your behalf. If a lower plan allows fewer open matters than you currently have open, we will tell you before the change takes effect and let you decide what to do. Anything above the new limit simply stays open and read-only until you bring it within the limit; nothing is discarded.

7.9 Payment methods, failed payments, and taxes

You authorize us and our payment processor to charge the payment method you provide for all amounts due, and you agree to keep it current. Where your payment method issuer supplies updated card details automatically, we may use them so your service is not interrupted.

If a payment fails, we may retry it over a reasonable period and will tell you so you can fix it. We may suspend paid features while an amount is overdue. Suspension for non-payment does not delete your records; retention is governed by the Data Deletion Policy.

Fees exclude taxes. Where we are required to collect sales, use, or similar taxes, they are added at checkout and shown before you pay.

7.10 Payment processing

Payments are processed by a third-party billing provider. When you subscribe, you provide your payment details directly to that provider, and your payment is subject to its terms and privacy policy in addition to these Terms. We do not store your full payment-card number. See the Privacy Policy for what payment-related data we receive, and Section 12 for how we treat third-party services generally.

7.11 When a pet is no longer with you

We are sorry. If a pet passes away, is lost, or leaves your care, tell us and:

  • Their records remain yours. We keep them under the same terms as any other record (Section 10), and you can export or delete them at any time.
  • You are not charged again for that pet. Where your plan is priced per pet, we will not renew coverage for a pet you have told us is no longer with you.
  • If you paid in advance for a term that has not finished, you may pause. We will hold your plan for up to three months at no charge, and you can resume it for another pet when you are ready, with the remaining time intact.

Where your subscription covers your whole account rather than a single pet, pausing affects that subscription as a whole; tell us what you would like to do and we will work it out with you.

Paused time does not count against your term. If you do not resume within the pause period, the plan continues on its original schedule. Fees already paid are not refundable except where required by law, where a guarantee applies under Section 7.6, or where we say otherwise.

7.12 Paying for a veterinary consultation or triage interaction

A consultation or triage interaction under Section 3.2 is a separate, one-time charge. It is not part of your subscription, it is not included in any plan, and paying for one does not change your subscription in any way.

You are shown the full price before you confirm, and it is inclusive. There is no separate booking fee, connection fee or service charge added afterwards. If a price is not displayed, do not proceed.

Who sets the price depends on which kind of booking it is, and we tell you which.

  • A veterinarian you already have a relationship with sets their own price. We do not set it, cap it, or recommend it, and we do not take a percentage of it.
  • An introductory booking with a veterinarian who is new to you is priced by us, at the same amount across every practice on the platform. We do this so that an urgent decision is never also a price comparison, and so that no practice can advertise a low headline price and add to it afterwards. If you continue with that veterinarian afterwards, their own rates apply, and where they are listed in the directory those rates are published for you to see before you continue.

Refunds. Section 7.6 governs subscriptions and does not apply here. For a consultation or triage interaction:

  • If the veterinarian does not attend, or the interaction cannot take place for a reason that is not yours, you are refunded in full.
  • If you cancel before it begins, you are refunded in full.
  • Once an interaction has taken place, the fee is for the veterinarian's time and is not refundable merely because you disagree with the outcome — including where the outcome is that your pet should be seen in person. Being told to go is a valid result and often the most valuable one.
  • If you believe something went wrong, contact us. We may issue a refund at our discretion, and doing so once does not create an entitlement.

The money is the veterinarian's, less our fees. We act as payment facilitator and pass the balance to the practice. The fees we retain are disclosed to the practice under the Veterinary Professional Terms; they are not added to the price you are shown.

We do not offer a subscription that includes veterinary consultations, and we do not sell prepaid blocks of them. If that ever changes, the terms of it will be disclosed before you buy.

8. Acceptable use

You agree not to:

  • use the Service for any unlawful, harmful, or fraudulent purpose;
  • rely on the Service for veterinary diagnosis or treatment, or hold it out to others as veterinary advice;
  • enter another person's information, or a pet's information, without authorization;
  • attempt to access accounts, data, or systems you are not authorized to access, or circumvent security, row-level access controls, or rate limits;
  • upload malware or interfere with or disrupt the Service;
  • scrape, harvest, reverse engineer, or build a competing product from the Service, except to the extent this restriction is prohibited by law;
  • misuse the AI assistant to generate content that is illegal, harmful, or that impersonates a veterinary professional;
  • create duplicate or fictitious accounts, use any bot, script, or other automation to create accounts or generate referrals, or otherwise circumvent plan limits, trial eligibility, guarantee eligibility, or a credit, loyalty, or referral programme — see Section 30.4 for what we may recover if you do; or
  • resell or commercially exploit the Service without our written permission.

We may suspend or terminate access for violations (Section 13).

8.1 Safety systems and content moderation

We operate automated and manual systems that review activity on the Service to enforce these Terms, to protect the Service and its users, and to identify situations the Service is not designed to handle.

  • Safety routing. The Service applies automated safety rules to what you submit and to what the AI returns. These may withhold, alter, or replace an Output — for example, by directing you to seek veterinary care rather than answering a question about a symptom that may indicate an emergency. These systems are a safety measure, not a clinical assessment, and their operating in a given case is not a finding about your animal, just as their staying silent is not clearance to delay care.
  • Enforcement. We may review, restrict, remove, or refuse content, and limit or suspend features or accounts, where we believe these Terms or the law have been broken, or where doing so is necessary to protect people, animals, or the Service.
  • No obligation to monitor. We are not obliged to review content, and we do not guarantee that we will detect any particular problem. Nothing in this Section makes us responsible for content submitted by you or anyone else.
  • Appeals. If you believe we acted in error, write to support@ourpackhealth.com and we will review the decision.

9. Your content and the license you grant us

"Your Content" means the information you submit to the Service, including pet profiles, health records, notes, documents, images, and (if you use voice features) audio.

  • You own your records. As between you and us, you retain ownership of Your Content, including your pet-health records. See Section 10.
  • License to operate the Service. You grant us a worldwide, non-exclusive, royalty-free license to host, store, copy, process, transmit, display, and create derived technical representations of Your Content solely to provide, secure, maintain, and improve the Service for you and the people you have authorized, and as described in the Privacy Policy. This license is limited to operating the Service; it ends for a given item when that item is deleted, except for residual backups retained for a limited period and records we must keep by law (see Section 13 and the Data Deletion Policy).
  • Responsibility. You represent that you have the rights needed to submit Your Content and that it does not violate law or others' rights.
  • AI outputs. Educational information the AI assistant generates for you ("Outputs") is provided for your use subject to these Terms and the disclaimers in Section 3. Given the nature of AI, Outputs may be inaccurate or incomplete and must not be relied on as veterinary advice.

9A. Improving the Service, and training our models

Building a pet-health service that gets better over time means learning from how it is used. This Section says plainly what we may do, and what you control.

What we may do. We may use Your Content to operate, secure, debug, evaluate, and improve the Service, including to train and improve our own models.

What you control. You may turn off the use of your content for training our models, at any time, in Settings → Privacy → Improving OurPack Health. Turning it off:

  • takes effect from the moment you set it, for content processed after that point;
  • does not reduce, degrade, or limit the Service in any way, and does not change your price;
  • does not affect processing we must do to actually deliver the Service to you — answering your question, maintaining your record, keeping the system secure; and
  • cannot retroactively remove your content's contribution from a model that has already been trained, because that is not technically reversible. This is why the setting is available to you before and at any point during your use, and why we describe its limits here rather than implying more than we can do.

What we do not do.

  • We do not sell your pet-health records.
  • We do not permit third-party AI model providers to train their models on your data. Where we send a general question to an external model provider, we do so under terms that prohibit the provider from training on it.
  • We do not use your content to build a profile of you for advertising.
  • We do not train on records that reach us from a veterinary practice. Information contributed by your veterinarian, rather than by you, belongs to a relationship you have with them and is excluded from training regardless of your setting.

Direct identifiers are removed first. Your name, email address, postal address, phone number, and payment details are not used to train models, and we work with de-identified or aggregated data wherever that is sufficient for the purpose.

Aggregate and de-identified information. We may create and use aggregated or de-identified statistics and insights that do not identify you, your household, or your pet, including to describe the Service publicly. We will not attempt to re-identify such information.

See the Privacy Policy for the full picture, including the categories of data involved and your rights over them.

9B. Photographs you contribute to the product catalogue

Most of what you put into the Service is yours and is shown to nobody else. This Section covers the one thing that is different.

When you scan a product we do not recognise, we may ask you to photograph the package — or to record a short video of it — so that we can read the label. If you do, and after a person on our team has checked it, the information we read goes into our product catalogue and your photographs may be shown on that product's page. Anyone using the Service may then see them.

That is the point of asking. The pet-food databases available to us are small next to what people actually buy, so when a barcode is unknown, the person holding the package has the only copy of that information anyone can get. What you contribute helps every person who scans that product after you.

It is entirely optional. You can decline, and nothing about the Service changes if you do. We will simply tell you we could not identify the product.

What you are agreeing to, if you do contribute. You grant us a worldwide, non-exclusive, royalty-free, perpetual license to use, copy, adapt, and publish those photographs and any video you send for the purpose of identifying, describing, and displaying that product, and to keep the information we read from them in our catalogue. This license is limited to that purpose.

You still own them, and you can change your mind. You keep ownership of your photographs. If you ask us to, we will take them down from the product page. What we read from the label — the ingredients, the guaranteed analysis, the manufacturer — stays in the catalogue, because that is a fact about the product rather than information about you, and because other people are relying on it.

Please check what is in the frame before you send it. A photograph or a video of a package can pick up more than the package: a face, a name on a prescription label, a mailing address on a delivery box, or the room you are standing in. Our team checks contributions before anything is published and will reject anything showing more than the product — but you are the only person who can see the picture before it is taken. Photograph the package, not the room.

Do not contribute a photograph you do not have the right to give us, and do not send us a photograph of another person without their agreement.

10. Records ownership and export

You own your pet-health records — including entries made by people you gave access to, such as a sitter, walker, or other care-team member (Section 6.1). You can export your full record through the Service in a portable format, and you can request deletion of your account and data as described in the Data Deletion Policy. We act as a custodian and processor of your records to provide the Service to you.

If you are not an owner of a pet, the records you contributed about that pet are not yours to export or delete. Your own account information always is.

Records of care delivered through the Service are yours on the same terms. A consultation or triage interaction under Section 3.2 produces a record — notes, findings, and any plan — and it belongs to you exactly as the rest of your pet's record does. It is also written into the treating practice's own system, where that practice has connected one, so their records stay complete. Those two copies then live under different rules: yours under this Section, and theirs under the law that governs veterinary records in their state. Neither can delete the other, and your copy does not disappear if you stop using that practice.

11. Intellectual property

The Service itself — including our software, models and systems, user interfaces, text, graphics, logos, and the "OurPack Health" name and branding — is owned by OurPack Health, Inc. or its licensors and is protected by intellectual-property laws. We grant you a limited, revocable, non-exclusive, non-transferable license to use the Service for its intended purpose, subject to these Terms. No rights are granted except as expressly stated.

For a consumer account, that purpose is personal and non-commercial. Professional use — a licensed veterinarian or practice using the clinical features in the course of practising veterinary medicine — is expressly permitted on a verified veterinary account under the Veterinary Professional Terms, and the "personal, non-commercial" limit and the resale restriction in Section 8 do not prevent it.

12. Third-party services

The Service relies on third parties, including:

  • a billing provider, for payment processing (Section 7.10);
  • one or more third-party AI model providers used to process certain general questions, under terms that do not permit the provider to train its models on your data (clinical-case reasoning is processed on the Company's own systems); and
  • other infrastructure, hosting, analytics, and communications providers described in the Privacy Policy.

Your use of third-party services may be subject to their terms. We are not responsible for third-party services we do not control.

13. Termination

  • By you. You may stop using the Service and cancel your subscription at any time (Section 7.5) and may delete your account (see the Data Deletion Policy).
  • By us. We may suspend or terminate your access if you breach these Terms, to protect the Service or other users, or as required by law. Where practical and lawful we will give notice. If we terminate your account for convenience rather than for breach, we will refund the unused portion of any term you have prepaid.
  • Effect. On termination, your right to use the Service ends, and unused account credit is forfeited under Section 7.7. Sections that by their nature should survive — including Sections 3, 6.1, 9 (license wind-down and residuals), 9A, 10, 11, 14, 15, 16, 18, 19, 20, 26, and 27 — survive. Data handling on termination, including the 30-day grace period before purge and legally required retention, is described in the Data Deletion Policy.

14. Disclaimers of warranty

YOUR USE OF THE SERVICE AND ALL OUTPUTS IS SOLELY AT YOUR OWN RISK. THE SERVICE AND ALL OUTPUTS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS AND, TO THE FULLEST EXTENT PERMISSIBLE UNDER APPLICABLE LAW, ARE PROVIDED WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, ACCURACY, AND NON-INFRINGEMENT.

WE DO NOT WARRANT THAT THE SERVICE OR ANY OUTPUT IS ACCURATE, COMPLETE, RELIABLE, CURRENT, ERROR-FREE, UNINTERRUPTED, OR SUITABLE FOR ANY DECISION ABOUT AN ANIMAL'S HEALTH. Reaffirming Section 3, the Service is not veterinary advice and is not a substitute for professional veterinary care.

Some jurisdictions do not allow the exclusion of certain warranties, so some of the above may not apply to you.

15. Limitation of liability

TO THE FULLEST EXTENT PERMISSIBLE UNDER APPLICABLE LAW, IN NO EVENT WILL MYPETHEALTH, INC., OUR PROVIDERS, OR OUR OR THEIR RESPECTIVE AFFILIATES, INVESTORS, DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, SUCCESSORS OR ASSIGNS (COLLECTIVELY, THE "COMPANY PARTIES"), BE LIABLE FOR ANY DIRECT, INDIRECT, PUNITIVE, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR OTHER DAMAGES, INCLUDING LOST PROFITS, LOST DATA, OR LOSS OF GOODWILL, ARISING OUT OF OR IN ANY WAY RELATED TO THE SERVICE, THE OUTPUTS, OR THESE TERMS, WHETHER BASED IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, OR OTHER THEORY, EVEN IF ANY COMPANY PARTIES HAVE BEEN ADVISED OF THE POSSIBILITY OF DAMAGES, AND EVEN IF THE DAMAGES ARE FORESEEABLE.

TO THE FULLEST EXTENT PERMISSIBLE UNDER APPLICABLE LAW, THE COMPANY PARTIES' TOTAL AGGREGATE LIABILITY TO YOU FOR ALL DAMAGES, LOSSES AND CAUSES OF ACTION ARISING OUT OF OR IN ANY WAY RELATED TO THE SERVICE, THE OUTPUTS, OR THESE TERMS, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR OTHERWISE, WILL NOT EXCEED THE GREATER OF THE AMOUNT YOU PAID TO US FOR ACCESS TO OR USE OF THE SERVICE (IF ANY) IN THE SIX (6) MONTHS PRECEDING THE DATE SUCH DAMAGES, LOSSES, AND CAUSES OF ACTION FIRST AROSE, AND ONE HUNDRED U.S. DOLLARS ($100).

Some jurisdictions do not allow the exclusion or limitation of certain damages, so some of the above may not apply to you.

16. Indemnification

YOU AGREE TO INDEMNIFY AND HOLD HARMLESS THE COMPANY PARTIES FROM AND AGAINST ANY AND ALL LIABILITIES, CLAIMS, DAMAGES, EXPENSES (INCLUDING REASONABLE ATTORNEYS' FEES AND COSTS), AND OTHER LOSSES ARISING OUT OF OR RELATED TO YOUR BREACH OR ALLEGED BREACH OF THESE TERMS; YOUR ACCESS TO, USE OF, OR ALLEGED USE OF THE SERVICE OR THE OUTPUTS; YOUR CONTENT; YOUR FEEDBACK; YOUR VIOLATION OF APPLICABLE LAW OR ANY THIRD-PARTY RIGHT; ANY DECISION MADE OR ACTION TAKEN CONCERNING AN ANIMAL IN RELIANCE ON THE SERVICE; AND ANY ACTUAL OR ALLEGED FRAUD, INTENTIONAL MISCONDUCT, GROSS NEGLIGENCE, OR CRIMINAL ACTS COMMITTED BY YOU OR YOUR EMPLOYEES OR AGENTS.

17. Changes to these Terms

We may update these Terms. If changes are material, we will provide reasonable notice (for example, in-app or by email) and, where appropriate, ask you to re-accept. Changes are effective when posted with an updated version number and effective date, unless a later date is stated or notice-and-consent is required by law. Your continued use after the effective date means you accept the updated Terms.

We keep the versions. Each version of these Terms carries a version number and effective date, we record which version you accepted and when, and prior versions remain available on request at legal@ourpackhealth.com. A change to these Terms does not retroactively change the terms of a purchase you already completed.

If you do not accept a material change, your remedy is to stop using the Service and cancel; Section 7 governs what happens to a term you have already paid for.

18. Dispute resolution — binding individual arbitration

PLEASE READ THIS SECTION CAREFULLY. IT AFFECTS YOUR LEGAL RIGHTS, INCLUDING YOUR RIGHT TO FILE A LAWSUIT IN COURT AND TO HAVE A JURY TRIAL. IT ALSO CONTAINS A CLASS-ACTION WAIVER. You may opt out — see Section 18.9.

This Section is written for a consumer account. If you hold a veterinary account, it applies to you as modified by the Veterinary Professional Terms, Section 9 — commercial arbitration rules, costs allocated under those rules, and Nevada venue.

18.1 Talk to us first (required)

Before starting an arbitration, you agree to email legal@ourpackhealth.com with a short description of the dispute, the relief you want, and your account email. We will do the same for any dispute we have with you. Neither of us may begin arbitration until 30 days after that notice, and we will use that time to try to resolve it. This step is a genuine attempt to fix things, not a formality — most issues are faster to resolve here than anywhere else. The 30-day period tolls any applicable limitation period.

18.2 Agreement to arbitrate

If we cannot resolve the dispute informally, you and OurPack Health, Inc. agree to resolve it by binding individual arbitration rather than in court, except as stated in Sections 18.3 and 18.9. This applies to any dispute, claim, or controversy arising out of or relating to these Terms, the Service, your account, our communications with you, or the relationship between us — including claims that arose before you accepted these Terms and claims that arise after your account ends, and including claims based on contract, tort, statute, fraud, misrepresentation, or any other legal theory.

This agreement to arbitrate is governed by the Federal Arbitration Act.

18.3 What is NOT covered

Nothing in this Section prevents either of us from:

  • bringing an individual claim in small-claims court, if it qualifies there;
  • seeking injunctive or equitable relief in court for actual or threatened infringement or misuse of intellectual property or unauthorized access to the Service; or
  • reporting a matter to, or participating in a proceeding before, a government agency, including a state attorney general or the FTC. You cannot be required to waive that right, and we do not ask you to.

18.4 Arbitration procedure

Arbitration will be administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules, available at www.adr.org. If the AAA is unavailable or unwilling to administer consistent with this Section, you and we will agree on another established administrator, or a court may appoint one.

  • Forum. If your claim is $25,000 or less, you may choose whether the arbitration proceeds by documents only, by telephone or video, or in person. If in person, it will take place in the county where you live or another mutually agreed location — you will not be required to travel to Nevada.
  • Arbitrator. One arbitrator, who must follow these Terms and applicable law and may award the same individual relief a court could, including attorneys' fees where a statute provides for them.
  • Written decision. The arbitrator will issue a reasoned written award.
  • Judgment. Judgment on the award may be entered in any court with jurisdiction.

18.5 Fees

We pay for the arbitration itself. For any arbitration you begin under the AAA's Consumer Arbitration Rules, we pay all administrative fees beyond the consumer filing fee, and all arbitrator compensation. You are not asked to fund the forum in order to be heard in it.

You pay the AAA's consumer filing fee, which those Rules cap at a modest amount set by the AAA's current fee schedule. If paying it would be a hardship, the AAA offers a fee waiver, and we will not oppose an application for one.

If the arbitrator finds your claim was frivolous or brought for an improper purpose, the AAA's rules on fee allocation apply instead of this Section.

Settlement offers. If we make you a written offer to settle and the arbitrator ultimately awards you less than that offer, we are not responsible for fees or costs you incur after the date of the offer, and each of us bears our own from that point. This exists so that a fair offer is worth taking. It does not affect any award of fees that a statute requires.

You remain responsible for your own attorneys' fees unless a statute or the arbitrator's award provides otherwise.

18.6 Class-action waiver

You and we each agree to bring claims only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated, or representative proceeding. The arbitrator may award relief only in favour of the individual party seeking relief and only to the extent needed to provide relief on that party's individual claim.

If a court decides this waiver is unenforceable as to a particular claim, then that claim — and only that claim — must proceed in court under Section 19, and the rest of this Section 18 continues to apply to all other claims. Any claim for public injunctive relief is severed and stays in court, and is stayed pending the outcome of arbitration of the individual claims.

18.7 Coordinated filings

If 25 or more similar arbitration demands are filed against us by or with the help of the same counsel or coordinated group, the AAA's Mass Arbitration Supplementary Rules apply if the AAA offers them. Otherwise, the demands will be grouped into batches of no more than 50, each batch heard by a single arbitrator, with the results of the first batches used to inform resolution of the rest. This is intended to keep costs proportionate for both sides; it does not reduce anyone's individual right to be heard, and the limitation period is tolled for every demand in the queue.

18.8 Who decides what

A court — not an arbitrator — decides whether Sections 18.6 and 18.7 are enforceable. The arbitrator decides everything else, including whether a particular dispute is covered by this Section.

18.9 Your right to opt out

You can decline arbitration. Email legal@ourpackhealth.com with the subject line "Arbitration Opt-Out", your name, and the email address on your account, within 30 days of first accepting these Terms (or, if this Section is added or materially changed later, within 30 days of that change taking effect).

Opting out costs you nothing. It does not affect your account, your subscription, your price, or anything else about how we treat you — it means only that disputes between us go to the courts named in Section 19. If you opt out, Section 18.6 does not apply to you either.

18.10 Changes and survival

If we materially change this Section, you may reject the change by emailing legal@ourpackhealth.com within 30 days, and the prior version will continue to govern disputes that arose before the change. This Section survives termination of your account and of these Terms.

19. Governing law

These Terms will be governed by, and construed and interpreted in accordance with, the laws of the State of Nevada, without giving effect to conflict-of-law principles. For any dispute not subject to arbitration under Section 18 — including small-claims matters, claims for public injunctive relief, and disputes with anyone who has opted out — you and OurPack Health, Inc. agree that the dispute will be resolved exclusively in the state or federal courts located in Clark County, Nevada, and you and we each submit to the personal and exclusive jurisdiction of those courts.

20. General

  • Entire agreement. These Terms and the documents referenced form the entire agreement between you and us regarding the Service.
  • Severability. If a provision is unenforceable, the rest remains in effect, and the unenforceable provision is limited only to the minimum extent necessary.
  • No waiver. Our failure to enforce a provision is not a waiver.
  • Assignment. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or sale of assets. If we do, your subscription terms and any guarantee that applied to a completed purchase carry over.
  • Force majeure. We are not liable for delays or failures caused by events beyond our reasonable control.
  • Headings. Headings are for convenience and do not affect interpretation.
  • No third-party beneficiaries, except as stated in Section 25 (app stores).

21. Contact

Questions about these Terms:

If you believe material on the Service infringes your copyright, send a notice to our designated agent at legal@ourpackhealth.com (subject line: "DMCA Notice") or by post to OurPack Health, Inc., Attn: Copyright Agent, 732 South 6th Street # 5497, Las Vegas, NV 89101.

Your notice must include: your physical or electronic signature; identification of the copyrighted work; identification of the material you say is infringing and where it is on the Service; your contact details; a statement that you believe in good faith the use is not authorized; and a statement, under penalty of perjury, that the information is accurate and you are authorized to act.

We respond to valid notices, may remove or disable the material, and terminate repeat infringers in appropriate circumstances. If your material was removed by mistake, you may send a counter-notice to the same address.

By using the Service you consent to receive communications from us electronically — in the app, by email, or by SMS if you have given a number for that purpose. You agree that electronic notices, disclosures, agreements, and records satisfy any legal requirement that they be in writing, and that your electronic acceptance has the same effect as a handwritten signature under the federal E-SIGN Act and comparable state law.

Withdrawing consent. You may withdraw consent to electronic delivery by emailing support@ourpackhealth.com, but because the Service is delivered electronically, doing so may mean we cannot continue providing it.

Service messages you cannot opt out of. Some messages are part of the Service itself — billing receipts, renewal notices required by law, security alerts, and messages about your account. These are not marketing and continue for as long as your account is active.

24. Text messages

If you provide a mobile number and opt in, we may send text messages about your pet's care — reminders, alerts, and account notices. Message and data rates may apply. Message frequency varies.

Consent is not a condition of purchase. You can use every part of the Service without agreeing to texts.

Stopping them. Reply STOP to any message to opt out, or HELP for help; you can also turn texts off per message type in the app under Settings → Notification preferences. Carriers are not liable for delayed or undelivered messages.

25. Mobile applications and app stores

If you obtained our app from the Apple App Store or Google Play, you also agree to that store's terms, and the following applies to the extent required by them:

  • These Terms are between you and OurPack Health, Inc. only — not with Apple or Google, who are not responsible for the app or its content.
  • We, not the store, are solely responsible for the app, for any maintenance and support, and for addressing any claim that the app infringes a third party's rights or fails to conform to a warranty. Your only warranty remedy, where a refund applies, is from the store under its policies.
  • You represent that you are not located in a country subject to a U.S. embargo or designated as terrorist-supporting, and that you are not on any U.S. prohibited-party list.
  • Apple and its subsidiaries are third-party beneficiaries of these Terms and may enforce them against you.

Where a subscription is purchased through an app store, that store's billing, renewal, and refund rules also apply, and cancellation is handled in the store's subscription settings (Section 7.5).

26. Feedback

If you send us ideas, suggestions, or feedback about the Service, you grant us a perpetual, irrevocable, worldwide, royalty-free licence to use them without restriction or obligation to you. We will not treat feedback as confidential or as your property. This applies to feedback about the product only — never to your pet's records or any other content you store in the Service, which remain yours under Sections 9 and 10.

27. Export controls and sanctions

You may not use the Service, or export or re-export any part of it, in violation of U.S. export-control or sanctions laws. You represent that you are not located in, and are not a national or resident of, any country subject to comprehensive U.S. sanctions, and that you are not on any U.S. government restricted-party list. See also Section 4A on where the Service is offered.

28. Accessibility

We want the Service to be usable by everyone, and we work toward conformance with recognised accessibility standards. If you encounter a barrier to using any part of the Service, tell us at support@ourpackhealth.com and we will work with you to provide the information or function you need through another means.

29. The OurPack Store — products, orders, and shipping

This Section applies when you buy physical products from the OurPack Store at shop.ourpackhealth.com or through the Marketplace in our apps (the "Store"). It is additional to the rest of these Terms; where it conflicts with another Section about the subscription Service, this Section governs Store purchases.

29.1 Anyone may buy; members get benefits

You do not need a subscription to buy from the Store. Products are offered at the same price to everyone. Active members additionally receive free standard shipping and earn loyalty points on eligible purchases (Section 30). Non-members pay shipping and do not earn points.

29.2 Orders are offers

Your order is an offer to buy. A confirmation email acknowledges receipt; it is not acceptance. We accept your order when we ship it. We may decline or cancel an order — before or after confirmation — for reasons including that an item is unavailable, a price or description was materially wrong, we cannot verify your details, or we suspect fraud or resale. If we cancel an order you have paid for, we refund it in full.

29.3 Pricing, taxes, and errors

Prices are in U.S. dollars and exclude sales tax, which is calculated at checkout from your shipping address and remitted where we are registered. Prices can change at any time before you place an order. If a product is listed at a materially incorrect price, we may cancel the order and refund you rather than fulfil it, even if the order was confirmed.

Certain products are sold at a price set by the manufacturer's advertised pricing policy. We do not discount those products below that price. Loyalty points are a separate account-level benefit and are not a reduction of a product's advertised price.

29.4 Fulfilment by third parties

Store products are shipped directly by our authorized distributors and brand partners. To fulfil your order we share your name, shipping address, and order contents with the distributor shipping it. An order containing items from more than one distributor may arrive in separate shipments, at different times, with separate tracking.

29.5 Delivery, title, and risk of loss

Shipping estimates are estimates and not guarantees. Title and risk of loss pass to you on delivery to the carrier. If a shipment arrives damaged or does not arrive, contact us at support@ourpackhealth.com and we will work with the carrier and distributor to resolve it.

29.6 Returns and refunds

The Store returns policy is set out in the Shipping & Returns Policy and is incorporated into these Terms by reference. In summary: most unopened, unused items may be returned within 30 days of delivery for a refund of the purchase price. Opened consumables (supplements, treats, and other ingestibles) cannot be returned once opened, for safety reasons, unless the item is defective or was sent in error. Refunds are issued to the original payment method.

Where a refunded order earned loyalty points, points that have not yet become spendable are removed with the refund. Points that had already become spendable are not reversed.

29.7 Products are not veterinary treatment

Products sold in the Store are consumer goods. Nothing in the Store is a prescription, a diagnosis, or a course of treatment, and no product listing is veterinary advice. Product descriptions and claims are the manufacturer's; we reproduce them and do not independently verify or adopt them. The health notice at the top of these Terms applies to the Store in full. If your animal is unwell, contact a veterinarian — do not buy a product instead.

29.8 How we choose what to sell, and how we are paid

We select the products we stock, and we earn a margin when you buy them. Where we link to another retailer, we may earn a commission if you buy through that link. Those commercial relationships are disclosed on the listings themselves. They are not hidden, and we will not tell you a product is right for your animal because it pays us better.

30. Loyalty points

30.1 What points are

Points are a promotional benefit, not money. One point has a redemption value of one U.S. cent. Points have no cash value, cannot be sold, transferred, assigned, or redeemed for cash, and are not property. One points balance exists per account.

30.2 Earning

Active members earn points for actions we designate from time to time, including referring someone who joins and sets up a care plan, importing veterinary records, adding a caregiver, completing onboarding, renewing, and purchasing from the Store. Earn rates and qualifying actions are shown in the app and may change prospectively. Points earned on a Store purchase become spendable after the returns window for that order closes.

Referrals — when the reward is earned. Referral points are awarded once the person you referred has joined and set up a care plan for their pet. A care plan is free, so neither of you has to buy anything, and there is no waiting period. Until their care plan is set up, both sides' points sit as pending and are not spendable. If the person you referred was a paying member and that payment is later refunded, the points for that referral are reversed on both sides; otherwise, including if they simply cancel later, you keep the points.

Who may refer. Only a member with a paid subscription may earn referral points. If you are on a free care plan, or your subscription has not yet been charged, an invitation you send still works and your friend still gets everything they would otherwise get — but no referral points are earned on either side.

How many. There is a limit of 10,000 referral points per account — ten referrals — after which further referrals do not earn points. The limit counts points we have granted you, not your current balance, so spending points does not raise it. Where you have reached the limit, the app tells you so.

30.3 Redeeming

Points may be redeemed for rewards we offer at the time, which may include credit toward Store orders, merchandise, and free months of your subscription applied as billing credit. Available rewards, and their point costs, are shown in the app and may change. Redemptions are final and cannot be reversed once fulfilled.

30.4 Expiry, forfeiture, and abuse

Points do not expire while your subscription is active. If your subscription ends, unredeemed points expire twelve (12) months after it ends. We may void points, reverse a redemption, or suspend participation where we reasonably determine that points were obtained through fraud, self-referral, a chargeback, duplicate accounts, or other abuse, or in error.

Automation and fabricated accounts. You may not use any bot, script, or other automated means to create accounts, generate referrals, or earn points, and you may not create or use accounts that do not correspond to a real person and a real animal. Where we reasonably determine that you have:

  • we may end your ability to earn referral points immediately and permanently. Everything else continues — your subscription, your pets, your records, and your ordinary points earning. This is a withdrawal of one benefit, not a closure of your account;
  • we may void the points obtained that way, whether they are pending or available; and
  • where those points have already been redeemed and so cannot be voided, we may charge the payment method on your account for their redemption value — one U.S. cent per point, the same value Section 30.1 gives a point. You authorize that charge by accepting these Terms.

What we will not do. We charge only for points we cannot void, and only at that one-cent value — never a multiple of it, and never more than the value of what was obtained. This recovers a benefit obtained by abuse; it is not a penalty, and we do not treat it as one. We will tell you what we found and what we intend to charge before we charge it, and you will have a chance to respond. Sections 8 and 13 also apply.

30.5 Changing or ending the program

We may change the earn menu, reward catalog, point values, and program rules prospectively, and may end the program on thirty (30) days' notice. If we end the program, you will have that notice period to redeem your balance.

OurPack Health, Inc. · 732 South 6th Street # 5497, Las Vegas, NV 89101 · legal@ourpackhealth.com

Questions about any of this?