PetsNest Terms of Use

1. About PetsNest and these Terms

PetsNest ("PetsNest", "we", "us") is a mobile application operated by Pet Care Solutions Lanka (Pvt) Ltd (formerly Dr Paw (Pvt) Ltd), 4B Sri Sunandarama Road, Kohuwala, Sri Lanka, that helps pet owners ("you") manage their pets' care. (The App Store / Google Play listing may still show the former company name, "DR. PAW (PRIVATE) LIMITED" — it is the same legal entity.) The services (the "Services") include: pet health records (profiles, vaccinations, medical history, life log, training and safety/lost-pet tools); Pawbook, a social network for pets; and VetNest, which lets you discover clinics and book veterinary appointments (in-clinic, remote, or home visits).

These Terms and our Privacy Policy (also available in the app) form a binding contract between you and us. If you do not agree, do not use the Services.

2. Eligibility

You must be at least 16 years old and able to enter a binding contract to create an account. A younger family member may use the Services only as a pet co-owner under the account and supervision of a parent or guardian, who is responsible for that use. You are responsible for ensuring your use of the Services is lawful where you live.

3. Not veterinary advice; emergencies

Information in the app (including records, reminders, and other users' content) is not a substitute for professional care from a licensed veterinarian.

4. Bookings are with independent clinics

Clinics and veterinary professionals bookable through VetNest are independent providers, not our employees or agents. The veterinary services are provided by the clinic under its own terms and professional obligations. We provide the booking platform only and are not responsible for the clinical care provided. Clinical records created by a clinic are that clinic's records; safety-critical information you or clinics record (such as allergies and medical alerts) may be made visible to clinicians treating your pet for its safety.

5. Your account

You sign in with your mobile phone number and one-time codes sent by SMS. Keep your phone and codes secure — you are responsible for activity under your account. Tell us immediately at info@drpaw.life if you suspect unauthorised use. You must provide accurate information and keep it up to date.

6. Fees, payments and taxes

Appointment fees are set by the clinic/veterinary professional and may vary. PetsNest may also charge a booking/service fee, plus applicable taxes. All fees are shown to you before you confirm a booking — the amount displayed at checkout is what applies. Payments are processed by our third-party payment provider, WebXPay, under its own terms and privacy policy. You are responsible for paying all fees and taxes with a valid payment method. Card and currency-conversion charges applied by your bank are separate and outside our control.

7. Cancellations and refunds

You may cancel or reschedule a booking in the app at any time before the appointment. Where you have prepaid online and cancel before the appointment, the amount you paid — less any booking/service fee stated at checkout, which is non-refundable once the booking is confirmed — is refunded to your original payment method within 14 business days. If the clinic cancels your appointment, you receive a full refund, including any booking/service fee. For bookings paid at the clinic, the clinic's own cancellation and no-show policies apply.

8. Pawbook and your content

Pawbook lets you post content (text, photos, videos, comments, messages). You retain ownership of content you post. By posting, you grant us a worldwide, non-exclusive, royalty-free licence to host, store, display, and distribute that content within the Services to operate and promote Pawbook. You are responsible for your content and must have the rights to it.

Community rules — zero tolerance for objectionable content. You must not post content that is unlawful, infringing, harmful to animals or people, harassing, bullying, hateful, sexually explicit, violent, deceptive, spam, or that violates others' privacy or intellectual property.

Moderation and safety tools. The app provides tools to report content and to block other users. We review reports and act promptly on objectionable content — including removing content and suspending or terminating the responsible account — typically within 24 hours of a report. We may remove any content and suspend accounts that breach these rules, at our discretion, and are not obligated to pre-screen content.

Messages. Direct messages are exchanged between pets' profiles and are visible to the owners/co-owners of both pets (this shared visibility is a deliberate family-safety feature). If you choose to send a message "as yourself", your first name and profile photo are shown to the other pet's owners.

9. Health Passport and sharing

The Health Passport creates a shareable emergency card for your pet (link/QR). Anyone with the link can view the card, including the pet's identity, microchip number, allergies, vaccinations, medical alerts, emergency contacts and — on the printable version — your name and phone number (so a found pet can be returned), and the last-seen location while your pet is marked lost. You decide whether and with whom to share it, and you are responsible for that sharing.

10. Acceptable use

You must not: misuse or interfere with the Services; access them by automated means without permission; attempt to bypass security or access other users' or clinics' data; upload malware; impersonate others; use the Services to abuse, endanger, or neglect animals; or use the Services for any unlawful purpose.

11. Intellectual property

The Services, including the PetsNest, Pawbook, and VetNest names, logos, designs, and software, are owned by us or our licensors and protected by law. We grant you a personal, non-exclusive, non-transferable, revocable licence to use the app for your own non-commercial use. You may not copy, modify, distribute, sell, or reverse-engineer any part of the Services except as the law allows.

12. Third-party services and app stores

The Services incorporate third-party services (e.g. WebXPay for payments, map providers, SMS and push-notification delivery) that are governed by their own terms. Your download of the app is also subject to the terms of the app store you use (Apple App Store or Google Play). For iOS users, Apple's standard Licensed Application End User License Agreement applies to the extent these Terms do not cover a required topic; Apple is not responsible for the app or its content and has no obligation to provide support.

13. Disclaimers and limitation of liability

The Services are provided "as is" and "as available". To the maximum extent permitted by law, we disclaim all warranties, and we are not liable for: veterinary services provided by clinics; other users' content or conduct; loss of data not caused by us; or indirect, incidental, special, consequential, or punitive damages. To the maximum extent permitted by law, our total liability for all claims relating to the Services is limited to the greater of the fees you paid us in the 12 months before the claim or LKR 10,000. Nothing in these Terms excludes liability that cannot be excluded by law, or your rights as a consumer under applicable law.

14. Indemnity

You will indemnify and hold us harmless from claims, damages, and expenses (including reasonable legal fees) arising from your content, your use of the Services, or your breach of these Terms, except to the extent caused by us.

15. Suspension, termination and account deletion

We may suspend or terminate your access if you breach these Terms, create risk or legal exposure for us or others, or where required by law. You may stop using the Services at any time and may delete your account in the app (Settings → Account → Delete account) or by emailing info@drpaw.life — see the Privacy Policy and the account-deletion page for what deletion covers and what clinics must legally retain. Sections that by their nature should survive termination (content licence for already-distributed content, disclaimers, limitation of liability, indemnity, governing law) survive.

16. Changes to these Terms

We may update these Terms as the Services evolve. We will post the updated version with a new date and, for material changes, ask you to review and accept them in the app before continuing. Continued use after the effective date means the updated Terms apply.

17. Governing law and disputes

These Terms are governed by the laws of the Democratic Socialist Republic of Sri Lanka, and the courts of Sri Lanka have exclusive jurisdiction, except where the law of your country of residence gives you mandatory consumer protections or venue rights.

18. General

If any provision of these Terms is found unenforceable, the rest remain in effect. Our failure to enforce a provision is not a waiver. You may not assign these Terms; we may assign them to an affiliate or in connection with a merger or sale. These Terms and the Privacy Policy are the entire agreement between you and us about the Services.

19. Contact