Run your clinic.
Not your paperwork.

Refund Policy

Effective: 14 October 2026

14-day first-payment guarantee

You may request a refund of your first subscription payment within 14 calendar days after that payment. This is a voluntary guarantee in addition to any rights you may have under applicable law. The free-trial period itself is not a paid period.

How to request a refund

Email [email protected] with the subscription email and payment reference. Approved refunds are initiated to the original payment method; actual posting time depends on PayPal, the payment provider and your bank. We aim to process requests within 5–10 business days, but this is not a guaranteed bank settlement time.

Normally excluded from the voluntary guarantee

• Subsequent renewal payments or requests made outside the first-payment 14-day window.
• Separate custom development, migration or professional services where the applicable order states they are nonrefundable, subject to mandatory law.
• Payments linked to fraud, deliberate misuse or material license violations, where refusal is legally permitted.

Effect of refunds and chargebacks

Important: An approved refund or payment reversal can revoke license activation, device tokens and cloud synchronization immediately. PetSync may then begin accelerated cloud-data deactivation and deletion procedures. Do not assume that cloud records remain accessible for 30 days after a refund. Export and retain required records before submitting a request. Local copies are subject to your own device security and legal obligations.

Mandatory rights

Nothing here restricts a refund, remedy or other protection that applicable consumer, commercial or other mandatory law requires. If software is materially defective, contact support so we can investigate and offer the remedy required by law.

End-User License Agreement (EULA)

Version 2.0 · Effective 14 October 2026

This is the same substantive agreement supplied in the PetSync Windows installer. It is between Dr. Hazem Tameem (Licensor) and the individual or entity accepting it (Customer).

1. Parties and Acceptance

This End-User License Agreement (the “Agreement”) is entered into between Dr. Hazem Tameem (the “Licensor”) and the individual or legal entity accepting it (“Customer,” “you,” or “your”). It governs PetSync, including its desktop application, documentation, updates, and associated hosted synchronization and licensing services (collectively, the “Services”). If you accept on behalf of an organization, you represent that you are authorized to bind it. By selecting “I Accept,” installing, activating, accessing, or using PetSync, you agree to this Agreement. If you do not agree, do not use the Services.

2. License and Authorized Use

Subject to payment of applicable fees and ongoing compliance with this Agreement, Licensor grants Customer a limited, non-exclusive, non-sublicensable, non-transferable license to install and use the desktop software for Customer’s internal veterinary practice and related administrative operations during the applicable license or subscription term. The license is not a sale. Access to functions, workstations, branches, and user accounts depends on the purchased Solo, Clinic, or Custom plan and its published entitlements. Device activation limits and server-enforced feature restrictions apply. Customer must ensure that all authorized users comply with this Agreement.

3. Restrictions

Except where mandatory law expressly permits otherwise, Customer must not: (a) sell, rent, lease, sublicense, redistribute, or make the Software available as a competing standalone service; (b) reverse engineer, decompile, disassemble, or attempt to obtain source code; (c) bypass licensing, device limits, security mechanisms, or feature restrictions; (d) remove ownership notices; (e) introduce malware, interfere with systems, or access another customer’s data without authorization; or (f) use the Services unlawfully. Any legally protected interoperability or security research rights remain unaffected.

4. Plans, Trials, and Billing

Subscription plans, prices, billing frequency, included features, and any trial offer are those displayed and accepted at checkout or in a written order. Where offered, a monthly-plan trial is 14 days and an annual-plan trial is 30 days, unless checkout expressly specifies otherwise. Trials may convert to paid recurring subscriptions under the checkout terms accepted by Customer. Payments may be processed by a third-party payment provider, whose separate terms also apply. Customer authorizes recurring charges according to the selected plan until cancellation. Applicable taxes and payment-provider currency conversion or fees may apply. Licensor may revise future pricing on reasonable advance notice, subject to applicable law and payment-provider requirements.

5. Plan Changes, Cancellation, and Refunds

Customer may manage eligible upgrades, downgrades, cancellations, and resubscriptions through the available subscription-management interface. The effective date and any charges or credits for plan changes will be disclosed in the applicable flow. A cancellation ordinarily stops future renewals while paid access continues until the displayed effective date. Downgrading may remove features or deactivate additional authorized devices. Refund eligibility is governed by applicable mandatory law and any refund terms disclosed at purchase; this Agreement does not create an unconditional right to a refund. Chargebacks, reversed payments, or refunds may result in immediate license suspension or termination, where legally permitted.

6. Activation, Connectivity, and Availability

PetSync uses license keys, device activation, and periodic verification. Some functions operate locally and offline; cloud synchronization, account services, checkout, and other online features require connectivity and functioning third-party infrastructure. Offline use may be limited by license-validation and grace-period rules. Licensor does not guarantee uninterrupted availability, continuous synchronization, or compatibility with every device, operating system, peripheral, or third-party integration. Planned maintenance, outages, and changes in third-party services may affect functionality.

7. Customer Data and Privacy

As between the parties, Customer retains its rights in records and content entered into PetSync (“Customer Data”). Customer authorizes Licensor to host, transmit, process, back up, and otherwise handle Customer Data solely as reasonably necessary to deliver, maintain, secure, and support the Services, subject to applicable privacy terms and law. PetSync may store information locally on Customer devices and synchronize it to hosted databases. Customer is responsible for lawful collection and use of personal data, appropriate notices and permissions, user access, data accuracy, workstation security, and independent backups. Licensor will use reasonable safeguards appropriate to the Services but cannot guarantee absolute security. Any applicable privacy policy or separately executed data-processing agreement supplements this section; in a conflict concerning mandatory data-protection requirements, applicable law prevails.

8. Data Export, Retention, and Deletion

Customer should export and securely retain any records it must preserve before access ends. After cancellation, expiration, or termination, cloud-stored data may be retained temporarily and then irreversibly deleted under the then-applicable retention policy and legal obligations. Current technical documentation describes an approximately three-month post-cancellation period before a database is scheduled for removal from active service, followed by an approximately 30-day recovery window; this is an operational description, not a guaranteed restoration service or permanent retention commitment. Earlier removal may apply following certain refunds or reversals. Licensor may retain limited billing, audit, or compliance records where legally required. Customer remains responsible for its statutory veterinary and financial record-retention duties.

9. Veterinary and Professional Use

PetSync is a practice-management and recordkeeping aid, not a veterinary professional, medical device, or replacement for clinical judgment. All diagnoses, prescriptions, treatment plans, dosages, anesthetic decisions, consent procedures, and patient care remain the responsibility of appropriately qualified professionals. Customer must independently verify calculations, alerts, reminders, clinical information, imported records, and synchronized outputs before acting on them. No feature guarantees regulatory or professional compliance, a particular clinical outcome, or the completeness of any patient record.

10. Intellectual Property and Feedback

Licensor and its licensors retain all rights, title, and interest in PetSync, its code, design, trademarks, documentation, and improvements. No rights are granted except those expressly stated. If Customer voluntarily provides suggestions or feedback, Licensor may use them to improve the Services without payment or obligation, provided that doing so does not transfer ownership of Customer Data or disclose Customer’s confidential information.

11. Updates and Service Changes

Licensor may release bug fixes, security updates, upgrades, or modified features. Some updates may be necessary to maintain compatibility, security, or online connectivity. Material changes that substantially reduce paid functionality will be handled in accordance with applicable law and any express contractual commitments. Licensor may discontinue a feature or service on reasonable notice where practicable, except where immediate action is necessary for security, legal compliance, or operational integrity.

12. Confidentiality and Security

Each party will use reasonable care to protect the other party’s non-public confidential information received in connection with the Services and use it only to perform this Agreement, except where disclosure is legally required or information becomes public without breach. Customer must protect passwords, activation credentials, and devices and promptly notify Licensor of suspected unauthorized access. This section does not restrict disclosures required by law or professional obligations.

13. Disclaimer of Warranties

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.” LICENSOR DISCLAIMS ALL WARRANTIES NOT EXPRESSLY STATED IN THIS AGREEMENT, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. LICENSOR DOES NOT WARRANT THAT THE SERVICES WILL BE ERROR-FREE, SECURE AGAINST EVERY THREAT, OR AVAILABLE WITHOUT INTERRUPTION. NOTHING IN THIS AGREEMENT EXCLUDES WARRANTIES OR REMEDIES THAT CANNOT LAWFULLY BE EXCLUDED.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, LICENSOR WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL LOSS, INCLUDING LOST PROFITS, LOST BUSINESS, LOSS OF GOODWILL, OR LOSS OF DATA, ARISING FROM THE SERVICES. TO THE MAXIMUM EXTENT PERMITTED BY LAW, LICENSOR’S AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT WILL NOT EXCEED THE FEES ACTUALLY PAID BY CUSTOMER FOR PETSYNC DURING THE TWELVE MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. THESE LIMITATIONS DO NOT APPLY TO LIABILITY THAT CANNOT LEGALLY BE LIMITED, INCLUDING LIABILITY FOR FRAUD OR WILLFUL MISCONDUCT TO THE EXTENT APPLICABLE LAW SO PROVIDES.

15. Indemnification

To the extent permitted by applicable law, Customer will defend and indemnify Licensor against third-party claims, damages, and reasonable costs arising from Customer’s unlawful use of the Services, infringement by Customer-provided content, or Customer’s breach of its data-protection or professional-care obligations, except to the extent caused by Licensor’s own breach, negligence, or misconduct. Licensor will promptly notify Customer of a claim and reasonably cooperate in its defense; Customer may not agree to a settlement imposing obligations on Licensor without written consent.

16. Suspension and Termination

Licensor may suspend access where reasonably necessary for nonpayment, material breach, suspected security abuse, or legal compliance, with notice and an opportunity to remedy where practicable. Licensor may terminate this Agreement for an uncured material breach after reasonable notice, or immediately for a breach that cannot reasonably be cured or creates serious security or legal risk. On termination, Customer must stop using the Software and uninstall licensed copies, subject to rights required by law. Provisions concerning ownership, accrued fees, confidentiality, liability, dispute resolution, and other terms intended to survive will survive termination.

17. Governing Law and Disputes

This Agreement is governed by the laws of the United Arab Emirates, subject to mandatory laws that cannot be contractually excluded. Unless mandatory law requires otherwise, courts of competent jurisdiction in Ajman, United Arab Emirates, will have jurisdiction over disputes arising from this Agreement. Before commencing proceedings, the parties will attempt in good faith to resolve disputes through written notice and reasonable discussions.

18. General Terms

This Agreement, together with any applicable accepted order, plan terms, and incorporated privacy or data-processing terms, constitutes the entire agreement concerning the Services. If a provision is unenforceable, the remainder remains effective. Failure to enforce a provision is not a waiver. Customer may not assign this Agreement without Licensor’s prior written consent, except where applicable law requires otherwise. Licensor may assign it in connection with a bona fide business transfer, subject to applicable law. Notices may be provided through the application, the registered account email, or other reasonable written means. In case of conflict, mandatory law prevails.

19. Contact

Licensor: Dr. Hazem Tameem

Email: [email protected]

Acceptance: By clicking “I Accept” or installing, activating, accessing, or using PetSync, Customer acknowledges and agrees to this Agreement.