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Acceptable Use Policy

Version 1.0Effective August 26, 2026Version history

Version 1.0 — Effective August 26, 2026

This Acceptable Use Policy (“Policy”) governs use of petappro.com, the PetAppro mobile applications, the PetAppro provider portal, and related services (collectively, the “Service”). It is incorporated into the Shared Platform Terms, Provider Terms, and End Client Terms.

Capitalized terms have the meanings in the Shared Platform Terms and applicable role-specific agreement. A Provider is responsible for its Authorized Users and for activity conducted through its account.

1. Use PetAppro only for its intended purpose

PetAppro is business software for independent pet-care Providers and their End Clients. You may use the Service only for lawful pet-care booking, scheduling, client and pet records, communications, service documentation, invoices, Provider-connected payment activity, and related business administration supported by PetAppro.

You must follow applicable federal, state, and local law, including San Francisco and California requirements where applicable, the Terms, this Policy, and the Provider’s lawful policies.

2. Illegal, fraudulent, or harmful conduct

You may not use the Service to:

  • violate a law, regulation, court order, legal duty, or enforceable third-party right;
  • commit or facilitate fraud, theft, deception, impersonation, identity misuse, money laundering, sanctions evasion, tax evasion, or false recordkeeping;
  • make a false statement about a Provider’s identity, qualifications, licenses, insurance, personnel, facilities, services, prices, safety practices, or affiliation with Base509;
  • abuse payment methods, submit unauthorized charges, fabricate services or records, evade a valid charge, or misuse refunds, disputes, tips, invoices, or chargebacks;
  • promote, facilitate, document for entertainment, or conceal animal cruelty, neglect, abandonment, unlawful breeding, animal fighting, or another act that threatens an animal;
  • threaten, stalk, harass, exploit, discriminate unlawfully against, or endanger a person;
  • coordinate violence, trafficking, sexual exploitation, or another serious harm; or
  • interfere with an emergency response, veterinary instruction, animal-control action, safety handoff, or lawful investigation.

If an animal, person, or property faces an immediate threat, contact the appropriate emergency, veterinary, animal-control, or law-enforcement service. PetAppro is not an emergency service.

3. Privacy, location, and sensitive information

You may not:

  • collect, access, use, disclose, sell, or retain personal information without a lawful purpose and required notice or consent;
  • access or attempt to access another Provider’s tenant, records, clients, personnel, or account;
  • use precise location tracking outside an active supported service, without required device permission, or without required workforce and consumer notice or consent;
  • use live location information to stalk, monitor, profile, intimidate, or evaluate a worker for an undisclosed or unlawful purpose;
  • disclose or misuse a home address, access code, alarm instruction, key location, precise route, medication instruction, private communication, or other sensitive information;
  • upload a government identifier, financial-account credential, payment-card number, human medical record, or other highly sensitive information unless PetAppro expressly requests and secures it for a supported function;
  • publish a photograph, report card, message, or personal detail without authority; or
  • attempt to reidentify information that Base509 has aggregated or deidentified.

Providers must assign the least privilege reasonably needed, review account access, promptly remove access that is no longer required, and protect exported data after it leaves PetAppro.

4. Security and Service integrity

You may not:

  • obtain unauthorized access to an account, system, network, API, file, device, or credential;
  • probe, scan, test, defeat, or circumvent security, authentication, row-level security, tenant isolation, rate limits, roles, permissions, seats, client limits, payment controls, or plan entitlements, except under a written Base509 authorization;
  • share an individual sign-in or multi-factor authentication factor in order to evade account controls;
  • introduce malware, ransomware, spyware, destructive code, hidden miners, or harmful files;
  • disrupt, overload, degrade, flood, or interfere with the Service or another user’s access;
  • use automated means to scrape, harvest, index, copy, or extract the Service or data at scale without Base509’s written authorization;
  • reverse engineer or attempt to discover source code, nonpublic APIs, models, keys, or security mechanisms except to the limited extent applicable law prohibits the restriction;
  • use the Service to benchmark or build a competing product through unauthorized copying or extraction; or
  • conceal the origin of traffic, falsify headers or logs, or evade an investigation or enforcement measure.

Good-faith security research requires advance written authorization from Base509. Report a suspected vulnerability to support@base509.com and do not access, retain, or disclose another person’s data beyond what is strictly necessary to identify and report the issue.

5. Content and communications

You may not submit, send, display, or distribute content that:

  • infringes copyright, trademark, trade-secret, privacy, publicity, confidentiality, or another right;
  • is knowingly false, deceptive, defamatory, obscene, or unlawfully discriminatory;
  • contains malicious code or deceptive links;
  • exposes private information without authority;
  • impersonates Base509, a Provider, an End Client, a worker, a veterinarian, a government official, or another person;
  • constitutes unlawful advertising, spam, phishing, or an unwanted commercial message; or
  • manipulates reviews, ratings, records, evidence, timestamps, services, or payment status.

Communications must relate to the legitimate Provider-client or business relationship. Marketing messages must use accurate sender information, provide any legally required disclosures and unsubscribe method, and honor opt-out requests.

6. Unsupported regulated and high-risk uses

PetAppro is not designed or authorized for emergency dispatch, veterinary diagnosis or treatment, human health care, child care, insurance, lending, credit decisions, employment screening, law-enforcement surveillance, money transmission, escrow, stored value, cryptocurrency, securities, gambling, weapons sales, or controlled-substance transactions.

You may not use PetAppro as the sole system for an emergency, life-safety decision, medication decision, animal-custody determination, legal deadline, or other use in which an outage or error could reasonably cause serious harm. Providers must maintain suitable operational and emergency procedures.

7. Payments and commercial conduct

Providers must accurately identify prices, mandatory fees, taxes, services, cancellation terms, refund terms, tips, and contingent charges before obtaining authorization. Providers may not:

  • use PetAppro to create a wallet, stored-value balance, or prepaid credit for unidentified future services;
  • charge a payment method without valid authorization;
  • describe a mandatory charge as a tip or optional amount;
  • impose a hidden mandatory fee or falsify a tax;
  • route booking money through a Stripe account that does not belong to the applicable Provider;
  • misstate a cash, Venmo, Zelle, or other offline payment as processed or guaranteed by PetAppro; or
  • use a payment or refund function to launder money, test stolen credentials, generate artificial volume, or evade network rules.

Base509 subscription billing and Provider booking payments are separate payment relationships. A Provider may not use an End Client’s booking payment to dispute or offset the Provider’s PetAppro subscription obligation.

8. Provider operational duties

Providers are responsible for lawful staffing, animal care, licensing, insurance, tax, employment, contractor, wage, tip, privacy, consumer-protection, accessibility, safety, recordkeeping, and payment practices. Providers must:

  • maintain accurate availability, service information, personnel assignments, and emergency contacts;
  • give End Clients and workers required notices and obtain required consents;
  • protect home-access information and remove it when no longer needed;
  • respond promptly to safety, privacy, payment, and service complaints;
  • preserve records subject to a lawful hold or active dispute; and
  • ensure that suspension, account closure, or an outage does not result in abandonment of an animal or unsafe interruption of an active service.

9. Enforcement

Base509 may investigate a suspected violation and preserve relevant records. Depending on the nature, severity, recurrence, and urgency of the conduct, Base509 may warn the user, require remediation, remove or restrict content, revoke sessions, limit a feature, restrict payments, suspend access, or terminate the account.

Base509 may act immediately when reasonably necessary to protect a person, animal, property, another tenant, the Service, payment systems, or legal compliance. When circumstances permit, Base509 will provide notice and a reasonable opportunity to cure.

Base509 may report conduct or disclose information to a Provider, payment service, affected person, rights holder, regulator, or law-enforcement agency when authorized or required by law. Enforcement under this Policy does not limit other remedies under the Terms or law.

10. Reporting violations

Report suspected abuse, unlawful content, security issues, privacy violations, or threats to an animal or person to support@base509.com. Include the Provider name, relevant booking or account identifier, dates, and enough detail to investigate, but do not send unnecessary sensitive information.

Base509 LLC, 1875 Mission Street, Suite 103 #660, San Francisco, California 94103, United States

Acceptable Use Policy · Base509