Provider Terms

Version 1.0 — Effective August 26, 2026

These Provider Terms are a binding agreement between Base509 LLC (“Base509,” “PetAppro,” “we,” “us,” or “our”) and the pet-care business that subscribes to or operates through PetAppro (“Provider”). They also govern each owner, administrator, manager, staff member, contractor, or other person whom the Provider authorizes to use its account (“Authorized User”).

The PetAppro Shared Platform Terms (“Platform Terms”) are incorporated into these Provider Terms. Together, they form the “Provider Agreement.” Capitalized terms not defined here have the meanings in the Platform Terms.

If you accept for a Provider, you represent that you have authority to bind it. If you are an Authorized User, you agree individually to comply with the Provider Agreement, and your actions within assigned permissions are treated as actions of the Provider.

1. Provider account, authority, and roles

The highest administrative permission in PetAppro is Owner. “Owner” is a software permission and does not determine legal ownership of the Provider, its assets, records, or client relationships.

Provider-side roles are permission-based and nested: Staff, Manager, Administrator, and Owner. The Provider is responsible for:

• verifying the authority of the person who establishes or controls the account;
• authorizing each user and assigning the least privilege reasonably needed;
• requiring Owners and Administrators to use TOTP multi-factor authentication;
• promptly removing access that is no longer required;
• maintaining at least one authorized Owner;
• monitoring activity by its Authorized Users; and
• ensuring that its Authorized Users comply with the Provider Agreement.

Base509 does not adjudicate disputes over legal ownership or control of a Provider. Base509 may temporarily restrict ownership changes and require reliable documentation, verified instructions, successor acceptance, or a binding order before changing control of a disputed account.

2. Provider responsibilities

The Provider is solely responsible for its business and relationship with End Clients, including:

• pet care, custody, supervision, safety, emergency procedures, and service quality;
• licenses, permits, registrations, insurance, bonds, training, staffing, employment, contractor, wage, tip, tax, and workplace obligations;
• accurate service descriptions, availability, prices, mandatory fees, taxes, policies, invoices, receipts, and records;
• obtaining legally sufficient acceptance of its client terms, cancellation terms, payment authorizations, and contingent charges;
• collecting only information it lawfully needs and providing required privacy and workforce notices;
• obtaining required consent for photographs, communications, home-access information, saved payment methods, and precise location tracking;
• protecting access codes, alarm instructions, keys, and other sensitive information;
• responding to End Client requests, complaints, refunds, disputes, privacy requests, and emergencies; and
• complying with applicable federal, state, and local laws, including San Francisco and California requirements where applicable.

The Provider may not represent that Base509 provides, guarantees, verifies, or insures the Provider’s services. The Provider must include mandatory non-government charges in a displayed consumer price when applicable law requires it.

3. Provider services and End Client terms

The Provider independently determines its services, prices, availability, personnel, qualifications, facilities, safety practices, insurance, client policies, and service standards. The Provider is the contracting pet-care provider and is responsible for performing each accepted booking.

The Provider must present its legal identity, prices, payment timing, contingent charges, cancellation and refund terms, care terms, and applicable privacy notice before an End Client confirms a booking. Provider terms must not purport to modify Base509’s Platform Terms, End Client Terms, Privacy Policy, or obligations.

The Provider must retain legally sufficient evidence of End Client acceptance supplied through the Service, including the accepted policy version, total price, payment timing, contingent-charge terms, booking identifier, and acceptance timestamp.

4. Subscription plans

Providers may use Starter, Solo, Duo, Crew, or Team. Starter is free. Solo, Duo, Crew, and Team are offered monthly or annually. Current prices, included seats, client limits, and features are displayed before purchase.

For standard paid plans, an annual subscription price equals eleven times the corresponding monthly price. Base509 may offer promotions or trials under terms presented before enrollment.

Paid subscriptions are sold and managed through the web portal. Provider subscriptions are not sold through an Apple or Google in-app purchase. Subscription charges are separate from booking payments between Providers and End Clients.

5. Automatic renewal, consent, and notices

A paid subscription renews automatically for the same billing period until canceled. Before obtaining billing information or charging a recurring subscription, Base509 presents the material renewal terms, amount or method for determining the amount, billing frequency, cancellation method, and any trial-conversion terms, and obtains the Provider’s express affirmative consent. Base509 provides a retainable confirmation containing the subscription and cancellation terms.

Base509 retains verification of automatic-renewal consent for at least three years or one year after termination of the subscription, whichever is longer.

For an annual subscription, Base509 sends a renewal reminder at least 15 days and no more than 45 days before renewal. If a free trial or promotional price lasts more than 31 days, Base509 sends the required reminder at least three days and no more than 21 days before conversion or expiration.

6. Charges, taxes, and price changes

The Provider authorizes Base509 and its payment processor to charge the payment method on file for subscription fees, applicable taxes, and other amounts expressly accepted at purchase. Prices displayed for purchase include mandatory Base509 fees other than government-imposed taxes that may lawfully be stated separately.

The Provider must keep valid billing information on file. Failed or overdue subscription payments may result in a retry, plan restriction, suspension, or termination after any notice or cure period required by law.

Subscription price changes take effect prospectively at renewal. Base509 provides a clear, retainable notice of a fee change, including the new fee and cancellation instructions, at least seven days and no more than 30 days before it takes effect. Continued renewal after the effective date constitutes acceptance of the new price.

7. Upgrades and downgrades

An upgrade takes effect immediately when confirmed. Base509 charges the prorated upgrade amount at that time, based on the remaining portion of the current paid billing term, and immediately applies the upgraded entitlements.

A downgrade takes effect at the next renewal. The current plan remains in effect through the end of the paid term. If seats, clients, features, or other usage exceed the downgraded plan’s limits at renewal, Base509 may restrict new activity or premium features until the Provider reduces usage or selects an eligible plan. A downgrade does not delete Provider Data solely because it exceeds the new plan’s limits.

8. Subscription cancellation

A Provider may stop future renewal at any time through the Cancel Subscription control in the web portal’s Billing settings. Online cancellation is available without a required call, chat, retention conversation, or additional step that obstructs or delays cancellation. A Provider that cannot authenticate online may request cancellation at support@base509.com after reasonable identity verification.

Cancellation stops future renewal. Unless a refund is issued under Section 9, the subscription remains active through the end of the current paid term. Canceling a subscription does not delete the Provider account or Provider Data. Base509 provides a retainable cancellation confirmation stating the effective date.

A retention offer, if presented, does not prevent immediate cancellation and is accompanied by a continuously available cancellation control.

9. Money-back guarantee and refunds

Money-back guarantee

An annual plan includes a 14-day money-back guarantee. If the Provider cancels the annual plan within 14 calendar days after purchase, Base509 will issue a full refund of that annual-plan purchase. After the 14-day period, annual-plan charges are non-refundable, and access continues through the paid annual term.

Monthly-plan charges are non-refundable. A Provider may cancel at any time, and access continues through the current paid month without proration.

Upgrades take effect immediately and are charged on a prorated basis when confirmed. Downgrades take effect at the next renewal. No other plan change creates a refund or credit except as required by law.

The Refund and Cancellation Policy provides procedures and additional detail, but this Section 9 controls if the documents conflict.

10. Subscription payment disputes and chargebacks

Contact support@base509.com promptly about a suspected billing error, duplicate charge, unauthorized charge, or subscription dispute. Contacting Base509 first does not waive a non-waivable right to contact a bank, card issuer, regulator, or law-enforcement agency.

Base509 may contest a chargeback and provide the payment processor or issuing bank with subscription, consent, usage, cancellation, communication, and transaction records. An unwarranted or abusive chargeback may result in suspension or termination and recovery of the disputed amount, chargeback fees, collection costs, and reasonable enforcement expenses to the extent permitted by law. Base509 does not promise a refund or other outcome merely because a dispute is submitted.

11. Booking payments are Provider funds

Payments for pet-care services are transactions between an End Client and the applicable Provider. Card payments are processed as direct charges through the Provider’s own Stripe Connect Standard account. The Provider is the merchant of record. Base509 does not hold, escrow, pool, receive, disburse, or beneficially own booking funds and does not charge a commission or application fee on bookings.

Providers may record cash, Venmo, Zelle, or other offline payments. PetAppro records information about those payments but does not process or guarantee them.

PetAppro does not create stored-value balances, wallets, or prepaid credits for unbooked services. A payment applies to identified bookings or invoices, and refunds return to the original payment method when technically available.

The Provider is responsible for booking refunds, payment disputes, chargebacks, taxes, statement descriptors, and compliance with payment-network rules. PetAppro may transmit a Provider-authorized payment or refund instruction and record resulting status, but Base509 does not decide the merits of a booking refund and does not fund it from Base509’s money.

12. Provider Data and privacy obligations

“Provider Data” means business information, End Client and pet records, booking data, care instructions, photographs, report cards, invoices, policies, staff records, location information, and other User Content submitted to the Service for the Provider.

As between Base509 and the Provider, the Provider retains its rights in Provider Data, subject to the rights of End Clients, workers, and other individuals. The Provider controls why and how Provider Personal Data is collected and used. Base509 processes it on the Provider’s documented instructions under the Data Processing Addendum.

The Provider must provide legally required privacy and workforce notices, respond to Data Subject requests, use precise location only for a disclosed lawful purpose during an active service, and protect exports after they leave PetAppro. The Provider must not submit human medical records, payment-card numbers, government identifiers, background checks, biometric templates, or other unsupported highly sensitive information.

13. Provider closure and account deletion

An individual Authorized User may initiate deletion of that person’s Base509 account through the PetAppro application or designated web resource. Base509 may require recent reauthentication and identity verification. Deleting an individual account ends that person’s access but does not automatically delete Provider-controlled business records or eliminate accrued obligations.

A sole Provider Owner must transfer the Owner permission to an eligible successor who affirmatively accepts it or complete the Provider-closure process. Closing a Provider business immediately stops future SaaS renewal and new bookings and may be scheduled for the end of the paid term or completed immediately.

When Provider closure begins:

• unstarted future bookings are canceled and affected parties are notified;
• active services enter a restricted safety-completion state until safe handoff and documentation are complete;
• the Provider remains responsible for refunds for prepaid, undelivered pet-care services;
• End Clients receive 30 days of read-only access to available records from that Provider relationship; and
• the Provider is offered an export of Provider Data in a reasonably usable format.

An unpaid amount does not prevent a deletion request, but deletion does not forgive a valid debt. Base509 may retain minimized, access-restricted records for security, fraud prevention, refunds, disputes, legal claims, and other lawful purposes stated in the Privacy Policy. Retained records do not preserve a functional login or permit a closed Provider to resume operating.

14. Provider indemnification

To the fullest extent permitted by law, the Provider will defend, indemnify, and hold harmless Base509 and its affiliates, officers, directors, employees, contractors, and agents from claims, demands, actions, losses, liabilities, judgments, penalties, damages, costs, and reasonable attorneys’ fees arising out of or relating to:

• the Provider’s pet-care services, acts, omissions, personnel, premises, animals in its custody, or relationship with an End Client;
• Provider Data or an alleged violation of privacy, publicity, intellectual-property, employment, tax, payment, consumer-protection, location-tracking, or other rights;
• the Provider’s prices, fees, taxes, policies, invoices, charges, refunds, chargebacks, or payment instructions;
• the Provider’s or its Authorized Users’ breach of the Provider Agreement or violation of law; or
• a dispute between the Provider and an End Client, worker, contractor, insurer, regulator, or other third party.

This obligation does not apply to the extent a claim was caused by Base509’s fraud, willful misconduct, or other conduct that cannot lawfully be indemnified. Base509 may control the defense with counsel of its choosing, and the Provider may not settle a claim imposing liability, admission, payment, or obligation on Base509 without Base509’s written consent.

15. Suspension, termination, and survival

The suspension and termination provisions in the Platform Terms apply. The Provider remains responsible after suspension or termination for accrued subscription fees, pet-care obligations, refunds, chargebacks, data-protection duties, and legal obligations. Termination for breach does not create a refund.

Sections concerning payment, Provider services, booking funds, Provider Data, retained records, indemnification, dispute resolution, and provisions that by their nature should survive remain effective after termination.

16. Order forms, priority, and complete agreement

The Provider Agreement, the DPA, incorporated policies, and an applicable order form constitute the entire agreement concerning the Provider’s use of PetAppro. If an order form conflicts with these Provider Terms, the order form controls only for the Provider and subject it expressly addresses. The DPA controls for Processing Provider Personal Data. The Platform Terms control common Service matters, including intellectual property, disclaimers, liability limits, and dispute resolution.

17. Disputes and contact

The mandatory individual arbitration, class-action waiver, jury-trial waiver, 30-day opt-out, small-claims carve-out, mass-filing procedures, California governing law, and Provider venue provisions in Sections 13 and 14 of the Platform Terms apply to the Provider Agreement.

Ordinary notices: support@base509.com
Base509 LLC, 1875 Mission Street, Suite 103 #660, San Francisco, California 94103, United States

Service of process: Base509 LLC c/o Launch Registered Agent, 1120 Sycamore Avenue, Suite 2G, Vista, California 92081, United States