TERMS AND CONDITIONS

Published 9/29/2026

TERMS AND CONDITIONS

Last Updated: September 29, 2026
Effective Date: September 29, 2026

1. INTRODUCTION

Welcome to the Petso ecosystem. These Terms and Conditions (“Terms”) govern your access to and use of:

  • Petso - Digital pet management platform for pet owners
  • Petso Pro - Professional services platform for pet care providers
  • Farmso - Livestock and farm management platform

Collectively referred to as “the Services” or “the Platform”, operated by Petso B.V. (“Petso”, “we”, “us”, or “our”).

By accessing or using any of our Services, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use our Services.

2. DEFINITIONS

“Account” - Your registered user profile on any Petso platform
”DID” - Decentralized Identifier created on Solana blockchain
”ZKP” - Zero-Knowledge Proof verification system
”NFT” - Non-Fungible Token representing digital ownership
”E-Passport” - Digital pet travel document
”Professional” - Veterinarians, groomers, walkers, trainers, boarding facilities, or daycare providers
”Owner” - Individual or entity that owns or cares for pets
”Farmer” - Individual or entity managing livestock operations
”Content” - Any data, text, images, videos, or other materials uploaded to the Platform
”Care Plan” - The prepaid veterinary care membership described in Section 32. Not an insurance product
”Care Balance” - The prepaid funds held for a specific pet under a Care Plan, comprising Member Contributions and any Petso Match
”Member Contribution” - An amount paid by an Owner into a Care Plan
”Petso Match” - A loyalty amount added by Petso to a Care Balance, funded by Petso and not by the Owner
”Administration Fee” - The percentage deducted from the amount credited to a Care Balance, covering payment processing
”Verified Network Vet” - A veterinary practice verified by Petso and eligible to receive Care Plan settlements
”Petso Verify” - The consent-gated interface through which authorised partners may request verified pet records
”Petso Score” - The explainable pet health score described in Section 32.8
”Petso Family” or “Family” - A group in Petso Families made up of up to two Parents and the Family Members they add (Section 3.4)
“Parent” - An adult account holder who has created or joined a Family and who is the parent or legal guardian of each Family Member in it
”Family Member” - A person aged 6 to 17 whom a Parent has added to their Family. A Family Member does not have an account of their own outside the Family
”Family Circle” or “Circle” - A group of Families that compete together in the games (Section 3.5)

3. ELIGIBILITY

3.1 Age Requirements

  • You must be at least 18 years old to create a Petso account
  • People aged 6 to 17 may use Petso only as a Family Member added by a Parent through Petso Families (Section 3.4). They cannot create an account themselves
  • Children under 6 may not use Petso
  • When you sign up, we may ask for your year of birth. If you tell us you are under 18, we will not create an account, and we will not keep the year you entered
  • If we learn that someone under 18 has an ordinary account, we will suspend it and delete it unless a Parent adds them as a Family Member

3.2 Account Types

  • Petso (Owner): Open to pet owners and caretakers
  • Petso Pro: Requires valid professional credentials and licensing
  • Farmso: Requires valid farm registration or agricultural business documentation

3.3 Geographic Restrictions

Our Services are available globally, but certain features may be restricted based on:

  • Local regulations
  • Blockchain technology availability
  • Payment processing capabilities
  • Professional licensing requirements

3.4 Petso Families

Who can add a Family Member. Only a Parent can add a Family Member, and only for a child aged 6 to 17 whom they are the parent or legal guardian of. Before adding a child, the Parent reads the family notice in the app and confirms: “I’m over 18 and I’m [the child]‘s parent or legal guardian. I’ve read how Petso Family works and I agree.” By doing so you confirm that you are over 18 and are that child’s parent or legal guardian, and you consent, for the child, to the processing described in our Privacy Policy. We record the date of your confirmation, how it was given and the version of the notice you accepted. We rely on your confirmation: we do not verify identity or age. Giving a false confirmation breaches these Terms (Section 16), and we will delete a Family Member if we learn they were added without a parent’s or legal guardian’s consent.

Second parent. A Parent may invite one other adult to join the Family. Only invite someone who is also the parent or legal guardian of every Family Member in your Family. The second Parent sees and manages everything you can, including your Family Members’ location.

What Family Members can do. Family Members can:

  • see their Family’s pets (view only)
  • play Petlings and the other Petso games the Parent allows
  • take part in Family challenges, races and quests
  • if a Parent switches it on, take part in the Family Circles their Parents join (Section 3.5)

What Family Members cannot do. Family Members cannot:

  • send or receive messages, post, comment or follow anyone
  • be found in search, or appear on public leaderboards
  • trade, give or receive gifts from outside their Family, bid, bet, stake or wager
  • buy anything, or hold, receive, send or withdraw $PET, money or any other currency through Petso. (If a Parent uses Chores, the Family Member may see the pocket money the Parent has agreed to give them — Section 14.5.)
  • take part in games or events with people outside their Family, except with other children in the Family Circles their Parents have joined and switched on for them
  • use Petso Pro

Parental controls. Parents decide, for each Family Member, which games they can play, their play hours (by default 08:00 to 20:00 in the child’s time zone), any daily time limit, whether Family Circles are on, and whether the child’s location is shared with the Parents. A Parent can pause, sign out or remove a Family Member at any time. Family Members do not receive push notifications outside their play hours.

Supervision and outdoor play. Parents are responsible for supervising Family Members as appropriate to their age. Petlings is played in the real world. Children should play only where it is safe and legal to be: never on roads or railways, never on private property, never near water without an adult, and not after dark.

Signing in. A Family Member signs in only with a single-use code (or QR code) shown by a Parent, which is valid for 10 minutes. Family Members have no password and no email address.

Rewards. Rewards from a Family Member’s play belong to their Parents (Section 14.4).

Chores and pocket money. A Parent can choose to set household chores for a Family Member, with pocket money in the Parent’s own currency (Section 14.5). Petso never holds or moves that money.

Leaving a Family. A Family with Family Members must always have at least one Parent. Before the last Parent in a Family can close their Petso account, they must remove their Family Members or add another Parent.

3.5 Family Circles

A Family Circle is a group of Families who compete together in the games. A Family can be in up to 10 Circles. A Parent can create a Circle and invite other Families with a link or code that works for 7 days. A Family that asks to join with a link becomes a member only once a Parent of the Family that created the Circle approves the request. Only approve Families you know, and share invitations only with parents you know.

Circles are off for each Family Member until a Parent switches them on. Inside a Circle, the other Families see a participating Family Member’s first name, a letter avatar, the Family’s name and how many Petlings they caught that week. They never see the child’s photo, age, location or contact details, and there is no chat. Across Families, children can challenge and race only other children, and adults only other adults.

A Parent can switch Circles off for a Family Member at any time (the child then disappears from every Circle) and can leave a Circle at any time. The Family that created a Circle can decline or remove any Family. Family Members cannot invite anyone: “Invite a friend” only sends a request to their own Parents. Do not use surnames, school names or other identifying details in Family or Circle names.

4. ACCOUNT REGISTRATION & SECURITY

4.1 Registration

You agree to:

  • Provide accurate, current, and complete information
  • Maintain and update your information
  • Not impersonate any person or entity
  • Not create multiple accounts without authorization
  • Complete required onboarding processes

4.2 Professional Verification (Petso Pro)

Professionals must:

  • Provide valid professional licenses
  • Submit proof of insurance
  • Verify business registration
  • Maintain active credentials
  • Update expired certifications within 30 days

4.3 Farm Verification (Farmso)

Farmers must:

  • Provide farm registration documents
  • Submit land ownership or lease proof
  • Comply with agricultural regulations
  • Maintain compliance certifications

4.4 Account Security

You are responsible for:

  • Maintaining confidentiality of your password
  • All activities under your account
  • Immediately notifying us of unauthorized access
  • Using strong authentication methods
  • Securing your blockchain wallet credentials

4.5 Multi-Login System

  • You may link multiple login methods (email, social, DID)
  • Each login method must be unique
  • You are responsible for all linked accounts
  • Primary email cannot be changed without verification

5. BLOCKCHAIN & DECENTRALIZED IDENTITY

5.1 DID Creation and Custodial Wallet

  • A pet Decentralized Identifier (DID) may be created on the Solana blockchain for any pet linked to your account. DID creation is optional but recommended for cross-border verification.
  • Custodial wallet model. As part of account creation we provision a Solana wallet for you. Petso holds the corresponding private key encrypted in our backend so that we can sign on-chain actions on your behalf. You do not currently control the private key directly — this is a custodial model. See Section 22 of our Privacy Policy for a full description of the model, the safeguards we apply, the alternatives available (transferring funds to a self-custody wallet, exporting the key where supported, deleting the wallet on account deletion), and the limits of our liability.
  • DID creation and other on-chain operations may incur network fees (“gas”), which are non-refundable.
  • We will use reasonable measures to safeguard your custodial private key, but we are not a credit institution, payment institution, or e-money institution, and the wallet is not covered by any deposit-guarantee scheme.

5.2 Zero-Knowledge Proofs (ZKP)

  • ZKP verification is optional
  • Allows privacy-preserving data sharing
  • You control what data is verified
  • Verification status is publicly visible
  • ZKP setup requires one-time configuration

5.3 NFT Features

  • Pet NFTs are optional digital collectibles
  • NFT minting incurs blockchain fees
  • NFT ownership is recorded on Solana
  • We do not guarantee NFT value
  • NFT transfers follow blockchain standards

5.4 Blockchain Disclaimers

  • Blockchain transactions are irreversible
  • Network congestion may delay transactions
  • Gas fees are variable and non-refundable
  • Smart contract risks are inherent
  • We are not liable for blockchain network issues

6. SERVICES OVERVIEW

6.1 Petso (Owner Platform)

Core Features:

  • Pet profile management
  • Health records & vaccination tracking
  • Appointment scheduling with professionals
  • E-Passport for international travel
  • Family tree & ancestry tracking
  • Microchip linking & management
  • QR code generation for emergency access
  • Social networking for pets
  • Document storage & management
  • Calendar & reminders
  • Community rewards program

Premium Features (Subscription Required):

  • Unlimited pet profiles
  • Advanced analytics
  • Priority support
  • Enhanced storage
  • AI health insights
  • Multi-pet family tree

6.2 Petso Pro (Professional Platform)

Professional Types Supported:

  • Veterinarians
  • Groomers
  • Dog Walkers
  • Trainers
  • Boarding Facilities
  • Daycare Centers
  • Other Pet Professionals

Core Features:

  • Patient/client management
  • Appointment calendar
  • Medical records management
  • Invoice generation & payment processing
  • Service catalog customization
  • Review & ratings system
  • Business analytics
  • Stripe payment integration
  • Professional network

Professional Responsibilities:

  • Maintain valid licenses
  • Provide quality services
  • Respond to client requests
  • Keep accurate records
  • Follow ethical standards
  • Comply with local regulations

6.3 Farmso (Farm Management Platform)

Core Features:

  • Livestock inventory management
  • Vaccine tracking & compliance
  • Supply chain tracking
  • Sales & invoicing
  • Farm analytics & reporting
  • Veterinary appointment booking
  • Compliance hub
  • Multi-animal management
  • Regulatory compliance tools

Farm Operations:

  • Animal health monitoring
  • Feed & supply inventory
  • Sales transactions
  • Regulatory reporting
  • Financial tracking
  • Veterinary coordination

6.5 Petso Care Plan, Verify and Score

  • Care Plan - a prepaid veterinary care membership. It is not insurance; see Section 32
  • Petso Verify - consent-gated verification of pet records for authorised partners
  • Petso Score - an explainable pet health score, visible to the Owner and to any partner they permit

7. PAYMENT & SUBSCRIPTIONS

Care Plan contributions are not subscriptions. Payments into a Care Plan, and any refund of a Care Balance, are governed exclusively by Section 32 and not by this Section. Where the two differ, Section 32 prevails.

7.1 Pricing

  • Free tier available with limited features
  • Subscription plans: Basic, Premium, Enterprise
  • Professional services priced by provider
  • Farmso enterprise pricing available
  • Prices displayed in USD (may vary by region)

7.2 Billing

  • Subscriptions billed monthly or annually
  • Auto-renewal unless cancelled
  • Payment via Stripe (credit/debit cards)
  • Invoices available in account settings
  • Failed payments may suspend service

7.3 Cancellations & Refunds

  • Cancel anytime from account settings
  • No refunds for partial months
  • Access continues until period end
  • Annual plans non-refundable after 30 days
  • Professional service refunds per provider policy

7.4 Professional Payment Processing

  • Professionals receive 85% of service fees
  • Petso retains 15% platform fee
  • Payouts processed within 7 business days
  • Stripe standard fees apply
  • 1099 tax forms provided (US only)

7.5 Price Changes

  • 30-day notice for subscription price changes
  • Grandfathered rates for existing subscribers (6 months)
  • Accept new price or cancel before effective date

8. APPOINTMENTS & BOOKINGS

8.1 Booking Process

  • Owners book through Petso platform
  • Professionals control availability
  • Confirmation required from both parties
  • Cancellation policies set by professionals
  • Payment processed upon booking or completion

8.2 Cancellation Policies

  • Owner cancellations: Per professional’s policy
  • Professional cancellations: Full refund to owner
  • No-shows may incur fees
  • Emergency cancellations handled case-by-case
  • Disputes resolved through support

8.3 Service Delivery

  • Professionals responsible for service quality
  • Owners provide accurate pet information
  • Special needs must be disclosed
  • Emergency contacts required
  • Post-appointment reviews encouraged

9. DATA SHARING & PRIVACY CONTROLS

9.1 Owner Data Control

  • You control what data professionals can access
  • Data sharing consent required per appointment
  • Revoke access anytime
  • Privacy settings configurable
  • Global search visibility optional

9.2 Professional Data Access

  • Access limited to consented information
  • Data used only for service delivery
  • No unauthorized data sharing
  • Records must be accurate
  • Propose updates subject to owner approval

9.3 Proposed Records System

  • Professionals propose medical record updates
  • Owners review and approve/deny
  • Approved records added to pet’s history
  • Rejected records not saved
  • Audit trail maintained

10. HEALTH RECORDS & MEDICAL DATA

10.1 Record Accuracy

  • Owners responsible for initial data accuracy
  • Professionals verify during appointments
  • Both parties contribute to complete records
  • Discrepancies resolved through communication
  • Historical records preserved

10.2 Vaccination Records

  • Upload official vaccination certificates
  • Professionals can update after administration
  • Expiration tracking & reminders
  • Compliance with travel requirements
  • Verification for E-Passport

10.3 Medical Disclaimers

  • Platform does not provide medical advice
  • Consult licensed professionals for health concerns
  • Records are informational only
  • Not a substitute for veterinary care
  • Emergency situations require immediate professional help

11. E-PASSPORT & TRAVEL

11.1 E-Passport Features

  • Digital travel document for pets
  • Stores vaccination records, microchip data, health certificates
  • Shareable with authorities & airlines
  • Not a replacement for official documents
  • Compliance with destination requirements

11.2 Travel Compliance

  • You are responsible for destination requirements
  • Verify regulations before travel
  • Maintain official paper documents
  • E-Passport supplements, not replaces
  • Update information before each trip

11.3 International Use

  • Recognition varies by country
  • Some jurisdictions may not accept digital documents
  • Always carry physical backups
  • Check airline policies
  • Consult embassy requirements

12. MICROCHIP LINKING

12.1 Microchip Registration

  • Link registered microchips to pet profiles
  • Verify ownership before linking
  • Update contact information
  • Emergency access via QR code
  • Compliance with registry databases

12.2 Emergency Access

  • QR codes provide limited emergency information
  • Controlled access to protect privacy
  • Finder can contact you anonymously
  • Location tracking not included
  • Update emergency contacts regularly

13. SOCIAL FEATURES & COMMUNITY

13.1 User Content

  • You own content you post
  • Grant us license to display/distribute
  • Content must comply with Community Guidelines
  • Remove inappropriate content promptly
  • Respect intellectual property

13.2 Community Guidelines

Prohibited content includes:

  • Animal abuse or cruelty
  • Harassment or hate speech
  • Spam or commercial solicitation
  • False information
  • Explicit or inappropriate material
  • Impersonation
  • Copyright infringement

13.3 Moderation

  • We reserve right to remove content
  • Repeat violations may result in suspension
  • Appeals process available
  • Community reporting encouraged
  • AI-assisted moderation may be used

13.4 Reviews & Ratings

  • Reviews must be honest and factual
  • Based on actual experience
  • No incentivized reviews
  • Professionals cannot remove negative reviews
  • False reviews may be removed

13.5 Family Members

Family Members do not use social features and cannot be contacted through Petso by anyone outside their Family, except for game challenges and races from other children in the Family Circles their Parents have joined and switched on for them (Section 3.5). You must not try to find, contact, follow, message, send gifts to or challenge a child you do not know, try to join a Circle you were not invited to by a parent you know, or ask a child for personal information or to meet. We will remove accounts that do this and may report them to the police.

14. REWARDS PROGRAM

14.1 Earning Rewards

  • Role-based rewards for platform activities
  • Owner rewards: Record updates, appointments, social engagement
  • Professional rewards: Appointments, reviews, responsiveness
  • Farmer rewards: Compliance, record keeping, sales
  • Reward points non-transferable

14.2 Redeeming Rewards

  • Redeem for platform credits
  • Discounts on subscriptions
  • Special features unlock
  • No cash value
  • Expiration terms apply

14.3 Program Changes

  • We may modify reward structure
  • 30-day notice for significant changes
  • Unused points may expire
  • Program may be discontinued
  • Grandfathering not guaranteed

14.4 Rewards from Family Members’ Play

When a Family Member plays, any rewards their play earns are recorded for their Parents, not for the child. Only a Parent in the Family can see these rewards and collect them into their own balance. Once collected, they are the Parent’s rewards and the rest of this Section 14 and Section 31 apply to the Parent. If a Family Member is removed, any uncollected rewards are first collected into the removing Parent’s balance. Family Members never see, hold or control rewards, $PET or any other currency. Any arrangement a Parent makes with their child about pocket money is a private family matter.

14.5 Chores and Pocket Money

A Parent can choose to use Chores: household tasks the Parent sets for a Family Member, each with an optional amount of pocket money in a currency the Parent chooses, and an optional weekly allowance. Petso does not hold, pay, transfer or guarantee any of this money. Chores only keep a record of what the Parent has said they will pay and what they have marked as paid; any payment is made by the Parent to their child, outside Petso, and is a private family matter. A Family Member may see the amounts their Parent sets, unless the Parent hides them. Pocket money is never $PET and can’t be converted into $PET or any other reward on Petso.

15. INTELLECTUAL PROPERTY

15.1 Platform Ownership

We own all rights to:

  • Platform design & functionality
  • Logos, trademarks, branding
  • Software & source code
  • Documentation
  • Original content

15.2 User Content License

By posting content, you grant us:

  • Worldwide, non-exclusive, royalty-free license
  • Right to use, reproduce, modify, distribute
  • Sub-license to third parties
  • Use for promotional purposes
  • Perpetual license (unless deleted)

15.3 User Rights

You retain ownership of:

  • Your original content
  • Pet photos & videos
  • Personal data
  • Created documents

15.4 Trademark Use

  • “Petso”, “Petso Pro”, “Farmso” are trademarks
  • Unauthorized use prohibited
  • Partner branding requires agreement
  • Logo usage guidelines apply

16. PROHIBITED ACTIVITIES

You may not:

  • Violate laws or regulations
  • Infringe intellectual property
  • Transmit viruses or malicious code
  • Scrape or harvest data
  • Reverse engineer the platform
  • Create unauthorized derivative works
  • Interfere with platform operation
  • Impersonate others
  • Use bots or automation (except APIs)
  • Engage in fraudulent activities
  • Sell or transfer accounts
  • Access others’ accounts
  • Bypass security measures
  • Use for illegal purposes
  • Create an account if you are under 18, or create an account for someone under 18 other than by adding them as a Family Member through Petso Families
  • Add a child to a Family unless you are over 18 and are the child’s parent or legal guardian, or give a false parental confirmation
  • Share a Family sign-in code or invitation code with anyone other than the Family Member or Parent it is meant for, or forward a Circle invitation to people the Circle’s Families do not know
  • Contact, or try to contact, a Family Member you do not know (Section 13.5)

17. THIRD-PARTY SERVICES

17.1 Integrated Services

We integrate with:

  • Stripe (payment processing, including Care Plan contributions by card, SEPA Direct Debit and iDEAL)
  • Solana blockchain
  • Cloud storage providers
  • Email services
  • SMS notification services
  • Social media platforms
  • Mapping services

17.2 Third-Party Terms

  • Third-party services governed by their terms
  • We are not responsible for third-party services
  • Service interruptions may occur
  • Data shared per Privacy Policy
  • Integration may change or terminate
  • Platform may contain links to external sites
  • We do not endorse linked content
  • External sites have own terms & privacy policies
  • Use at your own risk

18. DISCLAIMERS & LIMITATIONS

The Care Plan is not insurance. Petso is not an insurer, is not authorised to carry on insurance business, and does not underwrite or assume any risk in relation to your pet’s health. A Care Plan does not cover, indemnify or reimburse veterinary costs. It is a prepaid membership funded by your own contributions plus a loyalty match, and the only funds available to you are those in your Care Balance. See Section 32.

18.1 Service “AS IS”

Services provided “as is” and “as available” without warranties:

  • No guarantee of uninterrupted access
  • No guarantee of error-free operation
  • No guarantee of accuracy
  • No guarantee of results
  • No guarantee of security

18.2 Medical Disclaimer

  • Platform is not medical advice
  • Not a substitute for veterinary care
  • Consult licensed professionals
  • Emergency situations require immediate care
  • We are not liable for health outcomes

18.3 Professional Services Disclaimer

  • Professionals are independent contractors
  • We do not employ professionals
  • We do not guarantee service quality
  • Verify credentials independently
  • Disputes resolved between parties

18.4 Blockchain Disclaimer

  • Blockchain transactions irreversible
  • Private key loss is permanent
  • Network issues beyond our control
  • Smart contract risks inherent
  • No guarantee of blockchain availability

18.5 Data Loss

  • We are not liable for data loss
  • Maintain offline backups
  • Technical issues may occur
  • Regular backups recommended

19. LIMITATION OF LIABILITY

19.1 Maximum Liability

To the maximum extent permitted by law:

  • Our liability limited to amount paid in past 12 months
  • No liability for indirect, incidental, consequential damages
  • No liability for lost profits, data, or opportunities
  • No liability for third-party actions
  • No liability for blockchain network issues

19.2 Exclusions

We are not liable for:

  • Service interruptions or errors
  • Unauthorized access to accounts
  • Content posted by users
  • Professional service quality
  • Pet health outcomes
  • Blockchain transaction failures
  • Third-party service failures
  • Force majeure events

19.3 Indemnification

You agree to indemnify and hold us harmless from:

  • Your violation of these Terms
  • Your content or activities
  • Your use of the Services
  • Claims by third parties
  • Professional services you provide
  • Regulatory violations

20. DISPUTE RESOLUTION, GOVERNING LAW & JURISDICTION

20.1 Informal Resolution

Before taking any formal action, you agree to first contact us in good faith to try to resolve the dispute. Please email hello@petso.io with a clear description of the dispute and your proposed resolution. We will respond within fourteen (14) days. Both parties will use reasonable efforts to resolve the dispute in good faith within thirty (30) days of our response.

20.2 Governing Law

These Terms are governed by the laws of the Netherlands, without giving effect to any choice-of-law or conflict-of-law rules, and (subject to Section 20.3) without limiting the mandatory consumer-protection rules of any other applicable law.

20.3 Mandatory Consumer Protections (EU/EEA Consumers)

If you are an EU/EEA consumer — a natural person acting outside your trade, business, craft, or profession — then under Regulation (EC) No 593/2008 (Rome I), Article 6, the law of your country of habitual residence applies to the extent it gives you mandatory protections that cannot be derogated from by agreement. Nothing in these Terms reduces those mandatory protections.

20.4 Competent Courts

Subject to Section 20.5 and to your mandatory consumer rights:

  • General rule. The competent court for any dispute arising out of or in connection with these Terms or the Services is the District Court of Amsterdam (Rechtbank Amsterdam), the Netherlands.
  • EU/EEA consumers. Under Regulation (EU) No 1215/2012, Articles 17–19, you may also bring proceedings in the courts of the Member State in which you are domiciled. We may only sue you in those same courts.

20.5 Alternative Dispute Resolution

  • EU Online Dispute Resolution (ODR) platform. If you are an EU consumer, you may submit consumer disputes through the European Commission’s ODR platform at https://ec.europa.eu/consumers/odr. We are not obliged to participate in any specific out-of-court procedure but will consider any submission in good faith.
  • Dutch consumer disputes. Dutch consumers may also be able to escalate certain disputes to the relevant Geschillencommissie (Dutch Foundation for Consumer Complaints Boards) where it has jurisdiction over the subject matter.

20.6 Limitation Period

Unless a longer period is mandatory under your national law, any claim arising from or relating to these Terms or the Services must be brought within two (2) years of the date on which the claim accrued, or it is permanently barred.

20.7 No Mandatory Arbitration; No Class-Action Waiver

We do not require consumers to arbitrate disputes. Nothing in these Terms waives or restricts your right to participate in any class, collective, or representative action available to you under mandatory national law.

20.8 Injunctive Relief

Notwithstanding the above, either party may seek injunctive or other equitable relief in any court of competent jurisdiction to protect intellectual property, confidential information, or to prevent imminent harm.

Counsel review required: confirm references to Rome I Art. 6 / Brussels I-bis Arts. 17–19 are stated in the form preferred by Dutch counsel, and that no Wft, Wwft, or sector-specific dispute regime should also be cross-referenced.

21. TERMINATION

21.1 Termination by You

  • Delete account anytime in settings
  • Export data before deletion
  • Cancellation effective immediately
  • Subscriptions continue until period end
  • Data deleted per retention policy

21.2 Termination by Us

We may suspend or terminate for:

  • Terms violation
  • Illegal activities
  • Fraudulent behavior
  • Non-payment
  • Inactive accounts (2+ years)
  • Safety concerns

21.3 Effects of Termination

  • Access immediately revoked
  • Outstanding payments due
  • Data retained per legal requirements
  • Licenses revoked
  • No refunds for early termination

21.4 Survival

Sections survive termination:

  • Intellectual property
  • Disclaimers & limitations
  • Indemnification
  • Dispute resolution
  • Privacy obligations

21.5 Family Members

  • A Parent can remove a Family Member at any time from the Family screen in the app
  • When a Family Member is removed, we delete their personal data as described in Sections 6 and 10 of our Privacy Policy
  • We may suspend a Family, including its Family Members, if we believe a Parent is not the child’s parent or legal guardian, or to protect a child

22. CHILDREN

22.1 Who Can Use Petso

  • Petso accounts are for adults (18+)
  • Children aged 6 to 17 can use Petso only as Family Members added by a Parent (Section 3.4), with the protections described in Sections 3.4, 3.5 and 13.5
  • Children under 6 may not use Petso
  • How we handle children’s information is explained in Section 10 of our Privacy Policy (“Children and Petso Families”)

22.2 Parental Controls

  • Parents choose the games, play hours, daily limit, location sharing and Family Circles for each Family Member
  • Parents can pause, sign out or remove a Family Member at any time
  • Parents can download or delete a Family Member’s data from the Family screen

22.3 Reporting a Concern

If you think a child is using Petso without a Parent, or that a child is at risk, email hello@petso.io.

23. INTERNATIONAL USERS

23.1 Global Availability

  • Services available worldwide
  • Local laws apply
  • Data may be transferred internationally
  • Compliance with export controls
  • Currency conversion fees may apply

23.2 Language Support

Supported languages:

  • English, Spanish, French, German, Dutch, Polish
  • Mandarin, Hindi, Portuguese
  • Japanese, Arabic, Russian

23.3 Regional Compliance

  • GDPR (European Union)
  • CCPA (California)
  • PIPEDA (Canada)
  • LGPD (Brazil)
  • Local data protection laws

24. CHANGES TO TERMS

24.1 Modification Rights

  • We may update Terms at any time
  • Material changes require 30-day notice
  • Email notification to registered users
  • Continued use constitutes acceptance
  • Review Terms periodically

24.2 Version History

  • Previous versions archived
  • Effective date clearly stated
  • Changes highlighted in notifications
  • Contact support with questions

25. GENERAL PROVISIONS

25.1 Entire Agreement

  • These Terms constitute entire agreement
  • Supersede prior agreements
  • Cannot be modified except in writing
  • No oral modifications

25.2 Severability

  • Invalid provisions severed
  • Remaining Terms remain in effect
  • Intent preserved to maximum extent

25.3 Waiver

  • Failure to enforce is not waiver
  • Waivers must be in writing
  • No waiver of future rights

25.4 Assignment

  • We may assign rights without notice
  • You cannot assign without permission
  • Assignment includes mergers/acquisitions

25.5 Force Majeure

Not liable for delays/failures due to:

  • Natural disasters
  • War or terrorism
  • Government actions
  • Internet outages
  • Blockchain network issues
  • Pandemics
  • Other events beyond reasonable control

25.6 Notices

Send notices to:

  • Email: hello@petso.io
  • Mail: Petso B.V., Legal Department, Netherlands

We send notices to your registered email.

26. CONTACT INFORMATION

Petso B.V.
Legal Department

Email: hello@petso.io
Support: hello@petso.io

Mailing Address:
Petso B.V.
The Netherlands
(registered office address and KvK number to be added)

27. PLATFORM-SPECIFIC TERMS

27.1 Petso (Owner) Specific

  • Pet profiles limited by subscription tier
  • Storage limits apply
  • API access requires approval
  • Data export available
  • Account sharing prohibited

27.2 Petso Pro (Professional) Specific

  • Professional license verification required
  • Insurance proof mandatory
  • Background checks may be required
  • Service quality standards apply
  • Customer disputes handled via support
  • Stripe Express account required
  • Tax compliance your responsibility
  • Professional conduct code applies

27.3 Farmso (Farm) Specific

  • Farm registration verification required
  • Regulatory compliance mandatory
  • Livestock count limits by tier
  • Audit trail maintained for compliance
  • Export compliance data available
  • Multi-user access for farm staff
  • Integration with regulatory databases

28. COMPLIANCE & CERTIFICATIONS

28.1 Security Standards

  • PCI DSS for payment data
  • GDPR for EU data
  • CCPA for California residents
  • Regular security audits
  • Penetration testing
  • Encryption standards (AES-256)

28.2 Industry Standards

  • Veterinary record standards
  • Microchip database standards
  • Travel document requirements
  • Agricultural compliance standards
  • Blockchain best practices

29. ACCESSIBILITY

29.1 Commitment

  • WCAG 2.1 Level AA compliance goal
  • Accessibility features in development
  • Feedback welcomed: hello@petso.io
  • Continuous improvement
  • Alternative formats available upon request

29.2 Assistance

  • Support for users with disabilities
  • Screen reader compatibility
  • Keyboard navigation
  • High contrast modes
  • Text size adjustments

30. FEEDBACK & SUGGESTIONS

30.1 Submission

  • Feedback welcomed
  • Submitted via hello@petso.io
  • No compensation provided
  • We may use without attribution
  • No obligation to implement

30.2 Ownership

  • Feedback becomes our property
  • Can use for any purpose
  • No confidentiality unless agreed
  • No intellectual property rights retained

31. $PET TOKEN SALE & TOKENOMICS

This section governs your participation in the $PET token sale (the “Token Sale”) and your use of the $PET token. It supplements, but does not replace, the rest of these Terms. In case of conflict with another section in respect of the Token Sale, this section controls.

31.1 Nature of $PET

$PET is a utility token intended for use inside the Petso ecosystem (including rewards, governance, marketplace transactions, and access to platform features). $PET is not:

  • a security, investment contract, or financial instrument;
  • equity, debt, or any claim against Petso B.V.;
  • a deposit, e-money, or other regulated payment instrument;
  • a guarantee of profit or appreciation.

No investment, tax, or legal advice. Nothing in these Terms or in any Petso publication is investment, tax, or legal advice. You are solely responsible for evaluating the suitability and legality of acquiring, holding, using, or disposing of $PET in your jurisdiction.

Counsel review required: confirm the utility-token characterization under EU Regulation 2023/1114 (“MiCA”) once it is fully applicable, and confirm the position under Dutch securities law (Wft) and Dutch consumer credit law.

31.2 Eligibility and Excluded Persons

You may not participate in the Token Sale, and you represent and warrant that you are not:

  • a resident, citizen of, or located in any country or region subject to comprehensive sanctions imposed by the European Union, the United Nations, the United States Office of Foreign Assets Control (OFAC), the United Kingdom, or the Netherlands. As of the Effective Date this list includes (without limitation) Cuba, Iran, North Korea, Syria, and the Crimea, Donetsk, and Luhansk regions of Ukraine, in addition to any other comprehensively sanctioned region as updated from time to time;
  • a “U.S. person” within the meaning of Regulation S under the U.S. Securities Act of 1933;
  • a person listed on any applicable sanctions or restricted-party list;
  • under the age of 18, or under the age of majority in your jurisdiction (Family Members, Section 3.4, cannot acquire, hold, receive, send, withdraw or use $PET; rewards from a Family Member’s play belong to their Parent, Section 14.4);
  • otherwise prohibited from purchasing or holding the token under applicable law.

We may, in our sole discretion, restrict or refuse participation by persons in additional jurisdictions at any time without notice.

31.3 KYC and AML

We may be required under the Dutch Anti-Money Laundering and Anti-Terrorist Financing Act (Wet ter voorkoming van witwassen en financieren van terrorisme, “Wwft”) and related EU legislation to perform identity verification (“KYC”) for Token Sale participants. By participating you agree to:

  • provide accurate identity information and supporting documentation on request;
  • permit us, our service providers, or competent authorities to verify the information you provide;
  • cooperate with sanctions and politically-exposed-person (PEP) screening;
  • accept that we may delay, suspend, or cancel your participation if we cannot satisfy our KYC/AML obligations.

31.4 Purchase Mechanics

  • The Token Sale is conducted in stages. Allocations, price, and rules for each stage are published at the relevant Token Sale page on petso.io.
  • Tokens acquired in the Token Sale may be subject to vesting and/or lock-up as described at the Token Sale page.
  • Allocations may initially be reflected in the Petso platform as off-chain balances and delivered to your wallet through claim transactions or airdrops on a schedule set out at the Token Sale page.
  • The payment methods, currencies, and chains accepted will be set out at the Token Sale page. We do not currently use any third-party fiat-to-crypto on-ramp for the Token Sale.

31.5 No Refunds Except Where Required by Law

Once a Token Sale purchase is settled and tokens or token rights are allocated, the purchase is final and non-refundable, except where a non-waivable right of refund applies under your mandatory national consumer law. In particular, under Dutch law (BW Boek 6, Article 230p sub e), the statutory fourteen (14)-day right of withdrawal for distance contracts does not apply to contracts whose price depends on fluctuations in the financial market that we cannot control and that can occur within the withdrawal period.

Counsel review required: confirm the 230p sub e analysis in light of recent Dutch case law and ACM guidance.

31.6 Smart-Contract and Technology Risks

You acknowledge and accept that:

  • the Token Sale and $PET rely on smart contracts on the Solana blockchain (and, where applicable, the Cardano blockchain). Smart contracts may contain bugs, vulnerabilities, or unintended behavior;
  • blockchains may experience congestion, downtime, forks, validator censorship, or other operational issues;
  • $PET transactions are irreversible once confirmed on-chain;
  • network fees (“gas”) are variable, are paid in the relevant base asset, and are non-refundable;
  • the price of $PET is volatile and may decrease to zero;
  • we make no representation or warranty that any specific feature of the Petso ecosystem will be implemented at all, in any specific form, or by any specific date, except where we have made a separate, express written commitment.

31.7 Smart-Contract Administration

Certain Petso smart contracts include administrative keys that allow us to upgrade or pause contracts in defined circumstances (for example, to respond to a critical vulnerability). We will exercise those rights in good faith and in the interest of the Petso ecosystem. We do not guarantee any specific decentralization roadmap unless separately and expressly committed in writing.

31.8 Third-Party Wallets, Bridges, and Exchanges

If you transfer $PET to or from third-party wallets, bridges, custodians, exchanges, or other services, you do so at your own risk. We are not a party to any such transfer and are not responsible for the loss of funds resulting from compromised third-party services, lost or stolen keys (including in self-custody), or user error.

31.9 Tax

You are solely responsible for the determination, payment, and reporting of all taxes arising from your participation in the Token Sale and from your acquisition, holding, use, or disposal of $PET. We may report certain transactions to tax or other competent authorities where required by law (including under EU Directive 2023/2226 (“DAC8”) once applicable).

31.10 Cross-Reference

For the privacy and data-protection treatment of the custodial wallet through which $PET is held by default, the on-chain anchoring of Token Sale data, and your rights to delete personal data despite blockchain immutability, see Sections 22 and 23 of our Privacy Policy.

32. PETSO CARE PLAN, VERIFY & SCORE

32.1 Nature of the Care Plan — not insurance

The Care Plan is a prepaid veterinary care membership. It is not an insurance policy and must not be relied upon as one.

  • Petso does not underwrite, assume or transfer any risk relating to your pet.
  • There is no premium, no sum insured, no claim to be assessed, no exclusion, no waiting period and no underwriting.
  • Petso does not promise to cover, indemnify or reimburse any veterinary cost.
  • The only funds available to you at any time are the funds in your Care Balance.

Your Care Balance consists of your own Member Contributions plus any Petso Match. The Member Contribution portion remains your money throughout, subject to the refund terms in 32.5 and 32.6.

32.2 Contributions, the Petso Match and the Administration Fee

  • You choose a recurring Member Contribution within the range shown in the app at the time you join (at launch, €5–€500 per month, or the equivalent in your market’s currency).
  • Petso adds a Petso Match of 10% of each Member Contribution, subject to an annual cap per pet (at launch, €250 per pet per year). The Match is funded by Petso, is not your money, and is not refundable in any circumstance.
  • An Administration Fee covering payment processing (at launch, 5%) is deducted from the amount credited to your Care Balance. It is not added to the amount you are charged, and it does not vary by payment method.
  • You are charged exactly the Member Contribution you selected. By way of example: a €40.00 contribution results in a €4.00 Petso Match and a €2.00 Administration Fee, and €42.00 credited to the Care Balance.
  • The Match rate and the Administration Fee applying to your plan are fixed at the time your plan is created. Any subsequent change applies only to plans created after that change takes effect.

32.3 Safeguarding of funds

Member Contributions credited to Care Balances are held one-for-one in a bank account segregated from Petso’s own funds, and are recorded in an append-only double-entry ledger. They do not form part of Petso’s working capital.

32.4 Using the Care Balance

  • The Care Balance may be applied only at a Verified Network Vet, and only to services and goods that practice charges for.
  • A practice submits an itemised payment request. No amount is released from your Care Balance until you approve that request in the app.
  • A single payment may not exceed a stated proportion of the available balance (at launch, 80%), and the number of payments in a rolling 30-day period is limited (at launch, six).
  • Member Contributions are applied before the Petso Match.
  • Practices are settled by Petso in fiat currency. Petso does not process payment at the practice on your behalf.
  • Where a request exceeds what the Care Plan covers, the balance of the invoice remains payable by you to the practice directly.

32.5 Cooling-off and refunds

  • Cooling-off. Within 14 days of creating a Care Plan you may withdraw and receive a full refund of your Member Contributions, including any Administration Fees deducted. The Petso Match is forfeited.
  • Minimum term. After a three-month minimum term, you may request a refund of your Member Contribution balance, less an administration charge (at launch, €50, capped at 20% of the refundable balance).
  • Frequency. Refunds are limited to one per pet per 12 months.
  • The Petso Match is never refundable.
  • Cancelling a Care Plan stops future contributions. Your existing Care Balance remains available to spend under 32.4.

32.6 Death of a pet

If your pet dies, you may either receive a full refund of your Member Contribution balance or have that balance transferred to another pet in your household. In both cases:

  • no administration charge applies;
  • the minimum term in 32.5 does not apply; and
  • the refund frequency limit in 32.5 does not apply.

Petso may request reasonable confirmation, and will not unreasonably delay a refund under this clause.

32.7 Unavailability of a Verified Network Vet

Where Petso is unable to make a Verified Network Vet reasonably available to you, the administration charge and the minimum term in 32.5 are both waived.

32.8 Petso Verify and Petso Score

  • Petso Verify discloses pet records to an authorised partner only where you have granted consent. Consent is limited to the categories you select, is time-limited, and may be revoked by you at any time. Every disclosure is logged and visible to you.
  • Petso Score is an explainable score derived from verified pet records. The same score and reasoning shown to a partner is shown to you. It does not use your personal data.
  • No solely automated decisions. Petso does not reject a request, a payment or a member by automated means alone. Matters flagged by automated checks are referred to a person, consistent with Article 22 of the GDPR.

32.9 Currency, payment methods and availability

  • A Care Plan is denominated in the currency of the market in which it is opened, and is settled with practices in that currency.
  • Payment is by card and, in euro markets, by SEPA Direct Debit or iDEAL. The Administration Fee does not vary by payment method.
  • Care Plans are offered only in markets where Petso has enabled them. Availability, the amounts in this Section and the ranges in 32.2 are shown in the app and may change prospectively.

BY USING PETSO SERVICES, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS AND CONDITIONS.

Last Updated: September 28, 2026
Version: 2.2

© 2026 Petso B.V. All rights reserved.