Terms of Service

1. This agreement

These terms apply to everyone who uses One Heart Pet: pet owners on the mobile app, people invited into a pet’s group, verified rescues, and veterinary practices using the clinic workspace. Where a section applies to only one of those, it says so.

2. What this service is, and what it is not

• What the AI actually does — when you record that something is wrong, the product evaluates exactly one thing: whether your pet should be seen by a clinic. It does not diagnose what is wrong, and it never will. Deterministic safety rules run before our AI models and cannot be overruled by them.
• Your responsibility — you remain responsible for your pet’s care and wellbeing. Do not delay seeking professional veterinary attention because of anything this product shows you.

3. Your account

• Give accurate account information and keep your sign-in details secure.
• You are responsible for everything done under your account, including by anyone you invite into your pet’s group.
• Veterinary staff cannot self-register. A clinic administrator must invite them, and every clinic role is required to use multi-factor authentication.
• Practices and rescues must be real, verifiable organisations. A person reviews every rescue before it enters the verified programme, and we may withdraw access if the information given turns out to be wrong.

4. Acceptable use

You agree not to:

• use the service unlawfully, or to harm, neglect or abuse an animal or a person;
• attempt to reach another household’s or another practice’s data;
• copy, resell, distribute or reverse-engineer any part of the service;
• upload media, text or documents you do not have the right to share;
• present the app’s output as formal veterinary advice to anyone else.

We may suspend or close any account that breaks these rules.

5. Your content, and the pet record

• Ownership — what you write, photograph, log and record stays yours. You give us the limited permission we need to store it, show it to the people and practices you choose, and process it to run the features you use.
• Portability — a pet’s history belongs to the pet, not to us and not to a practice. It follows the pet to a new owner, to another practice, or out of the platform entirely.
• Clinic records — a practice that treated your pet keeps its own copy of what its staff authored, to meet its clinical record-keeping obligations.

6. Subscriptions, renewal and cancellation

• Paid features — some features need an active paid plan. Plans, features and prices are shown in the app, in your local currency, before you buy.
• Subscriptions renew automatically at the end of each billing period, at the price shown, until you cancel.
• Cancelling a mobile subscription — if you bought through an app store, cancel through the store you bought from: your Apple ID subscription settings, or your Google Play subscriptions. Cancelling stops the next renewal and you keep your plan until the paid period ends. Deleting the app does not cancel a subscription.
• Veterinary workspace billing — practices are billed by us directly, not through an app store, and manage the plan from the billing page in the workspace. If a plan lapses the workspace is locked, not deleted: administrators keep access to billing, and everyone else sees an inactive state until it is resolved.

Refunds and cancellation exceptions are covered in full by our Refund & Cancellation Policy.

7. The verified rescue programme

We give verified rescue organisations a free plan. A member of our team reviews each application by hand; we may ask for evidence of non-profit status, and we may decline or withdraw access at our discretion. The programme is a gift rather than a sale, and we may change or end it — if we do, we will give affected organisations reasonable notice first.

8. Availability and changes

We work to keep the service available, but we do not guarantee it will be uninterrupted or error-free. We may add, change or remove features. If we withdraw something you rely on, we will give reasonable notice where that is practical.

9. Limitation of liability

Nothing in these terms limits liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, or for fraud.

Otherwise, to the maximum extent the law allows:

• the service is provided “as is” and “as available”;
• we are not liable for indirect, incidental, special or consequential losses;
• our total liability to you for all claims is limited to the amount you paid us in the twelve (12) months before the event that gave rise to the claim;
• we are not liable for veterinary outcomes. This service does not replace professional medical care, and the decision to seek it rests with you.

10. Ending this agreement

You can stop using the service at any time and delete your account from Settings in the mobile app, or by asking us through the contact form. We may end this agreement or suspend your access if you break these terms, or if we stop offering the service — giving reasonable notice where that is practical.

11. Governing law and jurisdiction

These terms are governed by the laws of India. The courts of Coimbatore, Tamil Nadu, India have exclusive jurisdiction over any dispute arising out of or in connection with them — except where consumer protection law where you live gives you a non-waivable right to bring proceedings in your own country.

12. Contact information

One Heart Pet is owned and operated by Flumestack Private Limited, registered under the laws of India.

We do not publish a direct email address, because a published address is harvested for spam. Questions, support requests and legal notices about these terms go through the contact form, which routes straight to our team.