1. Introduction and Definitions
1.1. Parties Involved
The Software as a Service Agreement ('Agreement') is entered into as of the date you accept these General Terms
and Conditions by clicking 'I Agree', accepting the Services or signing the Contract (as defined hereinbelow) by
and between Lupa Pets Ltd, a company registered in England and Wales with company number 14914192 with
registered address at 403, 4 Merchant Square East, W2 1AN, London, United Kingdom ('Provider'), and you, the
individual or entity registering for or using the Service ('Client').
1.2. Purpose of the General Terms and Conditions
These General Terms and Conditions set forth the general terms and conditions under which the Client may
access and use the software services provided by Lupa Pets Ltd.
1.3. Definitions
1.3.1. "Agreement" refers to all contractual documents regulating the Software as a Service Agreement,
including these General Terms and Conditions, the specific Contract, all attached Annexes, the
Data Processing Agreement and any future amendments and any form that the Client completes
and submits to the Provider as part of the registration process in respect of the Services.
1.3.2. "Client" refers to the business entity entering into the Agreement with the Provider for the use of
the Services.
1.3.3. “Client Support” means the support offered to Clients pursuant to Section 6 of these General
Terms and Conditions.
1.3.4. “Contract” means the individual contract entered into with the single Client and all attached
Annexes, if any.
1.3.5. "Customers" refers to the end-users who are the clients of the Client, commonly animal owners
seeking animal services.
1.3.6. “Customer Contracts" refers to the contracts entered into between a Client and a Customer.
1.3.7. "Data Protection Legislation" all applicable data protection and privacy legislation in force
applicable from time to time in the jurisdiction of England and Wales, including, without limitation,
the UK GDPR, the Data Protection Act 2018 (and regulations issued thereunder), the Privacy and
Electronic Communications Regulations 2003 (SI 2003/2426) as amended, and all other legislation
and regulatory requirements in force from time to time which apply to a party and relating to the
use of Personal Data (including, without limitation, the privacy of electronic communications).
1.3.8. “Data Processing Agreement” means the agreement by which the Client appoints the Provider as
processor under Data Protection legislation and which will be attached to the Contract, or made
available during the subscription sign-up process, where the Client will be explicitly required to
review and consent to its terms.
1.3.9. "Effective Date" the date on which the Client accepts the terms of the Agreement, through any
media, including by way of online form submission and tick-box acceptance.
1.3.10. “Force Majeure Events” means the events indicated in section 12.5 hereinbelow.
1.3.11. "Personal Data" means any information relating to an identified or identifiable individual, as
defined by Data Protection Legislation, including, but not limited to, names, contact details,
financial information, appointment records, images, audio and video files, and any animal-related
data that can be linked to the identification of the client.
1.3.12. "Provider" refers to Lupa Pets Ltd, the company providing the Services under this Agreement. 2
1.3.13. “Renewal Term” means any successive period following the initial Term, as per subsection 14.2
hereinbelow.
1.3.14. "Services" refers to the software solutions provided by the Provider, as defined in these General
Terms and Conditions and in the Contract.
1.3.15. “Service Start Date” means the date from which the Services are available and the Client can
start using them.
1.3.16. “Service Tier” means the specific level or plan under which the Services are provided, including
any features, usage limits and support entitlements.
1.3.17. “Software” refers to the Provider’s software designed to assist animals services businesses.
1.3.18. “Subscription Fee” means the fee payable by the Client for access to the Services, as set out in
this Contract, agreed between the parties in writing, or determined during the subscription sign-
up process.
1.3.19. "Technical Data" means data enabling error checking and support services, including, but not
limited to, IP address; browser type and version; time zone setting, types and versions; and
operating system.
1.3.20. "Termination Date" refers to the date on which the Agreement is terminated, as per Section 14
hereinbelow.
1.3.21. "Third-Party Integrations" refers to any software, platforms or services, not provided by the
Provider, that are integrated with the Services as described in Section 8 hereinbelow.
1.3.22. "UK GDPR" has the meaning given to it in section 3(10) (as supplemented by section 205(4)) of the
DPA 2018.
1.3.23. “User” means any individual duly authorized by the Client to access the Services, including but not
limited to the Client’s employees, contractors, agents, or other representatives.
1.3.24. “User Account” means each account authorised to access the Platform and the Services.
2. General Terms and Conditions - Scope of Service
2.1. General Terms and Conditions
These General Terms and Conditions apply to the Services to assist Clients in managing their operations, unless
where derogated, modified or integrated by the specific Contract with the Client.
Clients’ General Conditions, if any, are not mandatory for the Provider unless expressly accepted by the latter in
writing.
By accepting the Services, the Client acknowledges and accepts these General Terms and Conditions.
2.2. Services
The Client is granted the non-exclusive, non-transferable, and revocable right to access and use the Services in
accordance with these General Terms and Conditions. The specific Services to be provided under this Agreement
are defined within the Contract and any attached Annexes. These Services may include, but are not limited to,
software functionalities, features, and any additional services as expressly outlined in the relevant contractual
documents.
2.3. Restrictions
The Client shall not engage in any of the following activities:
2.3.1. Reverse Engineering: decompiling, disassembling, reverse engineering or attempting to derive
the source code of the Software.
2.3.2. Sub-Licensing: sub-licensing, renting, leasing, distributing or otherwise making available the
Software or the Services to third parties without the prior written consent of the Provider.
2.3.3. Illegal Use: using the Services in violation of any applicable local, state, national, or international
laws and regulations, including, but not limited to, Data Protection Legislation, or to connect to
any other application other than the Provider’s application, including any application that 3
constitutes, promotes or is used in connection with spyware or other malicious programs or
codes.
2.3.4. Spam and Excessive Marketing: using the Services to send unsolicited or spam messages to its
Customers. The Provider reserves the right to define what constitutes "spam" and "unsolicited
messages" at its sole discretion. The Client acknowledges and agrees that sending spam or
other unsolicited messages through the Service is a violation of this Agreement.
2.3.5. Malicious Activities: using the Services to store, transmit or disseminate malicious codes,
malware or other harmful software.
2.3.6. Commercial Exploitation: using the Services for the purpose of building a competitive product
or service or copying any features, functions or graphics of the Software and/or of the Services
for commercial purposes.
2.3.7. Data Scraping: engaging in web scraping, data mining or any other activity intended to collect,
store, reorganize or manipulate data through the Services.
2.3.8. Service Interference: interfering with or disrupting the integrity or performance of the Services.
2.3.9. Unauthorized Access: attempting to gain unauthorized access to the Services or their related
systems or networks.
2.3.10. Modifications: modifying, altering, copying, translating or creating derivative works of the
Software or of the Services in any manner.
2.3.11. Code Alteration: changing, deleting or obscuring any proprietary notices, labels or marks within
the Services.
2.3.12. Third-Party Modifications: allowing or facilitating third parties to modify or create derivative
works of the Software or of the Services.
In addition to the above restrictions, the Client shall comply with any additional restrictions or limitations that the
Provider may adopt in the future and communicate to the Client.
The Client acknowledges that any violation of these restrictions will entitle the Provider to immediately terminate
the Agreement and seek compensation for the damages incurred.
2.4. User Accounts
2.4.1. Individual Accounts: The Client shall ensure that each User authorised to access the Services,
uses a unique set of credentials (e.g. username and password) generates in that User’s name.
Under no circumstances may an authorised User share or use another authorised User’s
credentials.
2.4.2. Non-Compliance Measures: If the Provider becomes aware of or reasonably suspects any
unauthorised sharing of credentials, the Provider may (i) issue written notice to the Client
requesting rectification within a reasonable time, and/or (ii) impose to the Client additional user
fees in line with the actual number of Users accessing the Services. Repeated or severe breaches
may result in the Provider suspending the affected account(s) and/or taking any other
appropriate measures, including, but not limited to, applying a penalty to the Client or
suspending access to the Services until the breach is cured by the Client and any unauthorised
access is terminated.
2.4.3. Client Responsibility: The Client is solely responsible for (i) maintaining the confidentiality of
each user’s credentials, and (ii) all activities conducted through User Accounts under the Client’s
subscription. The Client shall immediately notify the Provider of any suspected unauthorised
access or misuse of credentials.
2.4.4. Future User Accounts: the Client agrees to comply with any additional terms and conditions that
may apply to new features or functionalities related to User Accounts that the Provider may
introduce in the future and make available to the Client.
2.5. Compliance with Laws 4
The Client agrees to use the Services in strict compliance with all applicable local, state, national and international
laws, regulations and ordinances, including, but not limited to:
• Data Protection Legislation
• Intellectual Property Law
• Export Control
• Consumer Protection
• Animal Welfare Laws
• Ethical Standards
• Future Regulatory Changes
3. Service Tiers & Pricing
3.1. Tier Designation
Upon entering into the Agreement, the Client will be designated a specific Service Tier, based on criteria
determined solely by the Provider.
3.2. Future Service Tiers
The Provider reserves the right to introduce new service tiers or modify existing ones. Any such new or modified
future service tier will be communicated to the Client in advance and will be subject to the following:
3.2.1. Notification: the Provider will notify the Client of any new or modified service tiers at least 30
days before moving it to a new Service Tier.
3.2.2. Pricing: any new or modified service tiers will be subject to pricing as specified in the Provider's
then-current pricing documentation.
3.2.3. Opt-Out: Clients will have the option to opt-out from new or modified service tiers, by giving
communication thereof to the Provider not later than 10 days from receipt of the notification
under 3.2.1. hereinabove.
3.2.4. Transition Support: the Provider commits to supporting the Client in transitioning to new or
modified service tiers as seamlessly as possible.
3.2.5. Personal Data Handling: the Provider's responsibilities for Personal Data handling in future
service tiers will be consistent with Section 9 hereunder.
3.2.6. Termination Conditions: Clients in future service tiers may terminate their subscription as
specified in Section 14 hereunder.
3.2.7. Business Expansion and New Locations: the inclusion of new locations, stores or User Accounts
in future service tiers will be subject to the Provider's then-current pricing documentation and
the Provider will support the Client in bringing these new locations, stores or User Accounts live
on the Services as soon as reasonably possible.
3.2.8. Additional Costs: any additional features or services not included in future service tiers may be
available at an additional cost, as determined solely by the Provider.
3.3. Pricing and User Account Provisions
The pricing mechanisms for accessing and using the Services will be specified in the then-current pricing
documentation available online or in the Contract. Pricing may be determined based on the nature of the Client's
business, being either per store/location, per full-time equivalent vets or per number of recorded consults. Pricing
may also be determined based on other factors, provided such terms are agreed upon in writing by both parties
in the relevant Contract. The Client may create multiple User Accounts subject to section 2.4. hereinabove.
3.4. Notification of Business-Size Changes
The Client shall notify the Provider of any changes to its business structure according to the following stipulations: 5
3.4.1. Responsibility for Notification: the Client shall promptly, within 15 days from their occurrence,
notify the Provider of any alterations in the number of stores/locations, full-time equivalent
veterinarians or recorded consults, as applicable.
3.4.2. Adjustment of Pricing: following the receipt of notification from the Client regarding changes in
their business structure, the Provider will adjust the subscription pricing based on the then-
current pricing documentation or as specified in the relevant Contract.
3.4.3. Automatic Pricing Adjustment: in the event that the Client fails to provide timely notification of
changes in their business structure, the Provider reserves the right to automatically adjust the
subscription pricing to reflect the actual use of the Services by the Client, ensuring that the
pricing remains aligned with the agreed terms of service.
3.4.4. Effect of Changes on Subscription Fees: any increase in subscription fees resulting from
changes in the Client's business structure will be effective from the date such change is made.
The Provider also reserves the right to implement back-dated increases in payments should the
Client fail to notify the Provider within the specified 15 days’ period.
3.5. Switching Service Tiers
Clients can switch between different Service Tiers subject to the following conditions:
3.5.1. Notice Requirement: Clients must provide written notice to the Provider at least 30 days before
the desired switch date, unless a different notice period is provided for by the single Contract.
3.5.2. Pricing Adjustment: upon switching Service Tiers, the Client will be subject to the pricing and
terms of the new Tier, effective from the switch date.
3.5.3. Data and Features: the Provider will facilitate the transition, including the migration of data and
features, to the extent possible, provided, however, that some features or data may not be
transferable between Tiers.
3.5.4. Contract Duration: If a specific contract duration is in place for a given Service Tier, the Client
may not switch Service Tiers until the end of that duration, unless otherwise agreed upon in
writing.
4. Payment Structure
Clients in standard service tiers are required to make payments according to the following terms:
4.1. Payment Schedule: payments are due as specified in the Provider's then-current pricing
documentation or in the Contract, which may be monthly, quarterly or annually.
4.2. Payment Methods: payments must be made via electronic bank transfer, details of which will be
provided by the Provider.
4.3. Late Fees: payments not received by the due date will bear interests, at the then statutory rate, as
specified in the Provider's then-current pricing documentation and, when exceeding 30 days from
due date, may lead to suspension of Customer access to the Services or to termination of the
Agreement, as per subsection 14.5 hereinbelow (at the Provider’s absolute discretion).
4.4. Price Changes: the Provider reserves the right to increase prices for standard Service Tiers once per
calendar year in line with the Consumer Price Index (CPI) or any successor index, by giving the Client
at least 30 days' prior written notice. The Provider may also increase prices at the beginning of a
Renewal Term, by giving the Client at least 30 days' prior written notice
4.5. Taxes: all prices are exclusive of any applicable taxes, levies or duties, which are the responsibility of
the Client.
5. Service Availability
5.1. Service Level
The Provider commits to using the latest technologies and taking all feasible precautions to ensure the availability
of the Services. However, minor interruptions may occur to facilitate updates and maintenance. The Client 6
acknowledges that the Provider cannot guarantee uninterrupted, timely or error-free access to the Services due
to events beyond its control (including operation of public and private networks by Internet service providers or
telecoms providers and third parties operations); the Provider may also need to carry out maintenance (whether
planned or unplanned, routinary or not) from time to time on the Software. However, the Provider shall use its
reasonable endeavours to minimise downtime of the Services.
5.2. Scheduled Maintenance
5.2.1. Objective: the Provider will perform scheduled maintenance to improve the quality,
performance and security of the Services.
5.2.2. Notification: Clients will be notified of any scheduled maintenance at least two weeks in
advance. Notifications will be sent via email to the registered email address of the Client.
5.2.3. Timing: scheduled maintenance will be minimised to the furthest possible extent and will
typically be conducted during off-peak hours to minimise any disruption to the Services.
5.2.4. Client Responsibilities: Clients are responsible for making any necessary adjustments to their
operations to accommodate scheduled maintenance periods.
5.3. Emergency Maintenance
5.3.1. Objective: the Provider may need to perform emergency maintenance, including security
patches, hardware or software updates or other urgent corrective actions.
5.3.2. Notification: in the event of emergency maintenance, the Provider will provide to the Client as
much advance notice as is reasonably practicable under the circumstances.
5.3.3. No Liability: the Provider shall not be liable for any damages or losses resulting from emergency
maintenance, including but not limited to, data loss, lost revenue or other service interruptions.
5.3.4. Client Responsibilities: Clients are responsible for making any necessary adjustments to their
operations to accommodate emergency maintenance periods and minimise the relevant
impact.
5.4. Data Migration
5.4.1. Scope of Service: Where agreed upon with the Client, the Provider shall, at the Client’s request,
facilitate a data migration from a third-party service into the Provider’s platform on a
reasonable-efforts basis and according to the provisions hereinbelow. No guarantee is given
regarding accuracy, completeness, or uninterrupted performance.
5.4.2. Migration Process:
a. Timeline Agreement: The Client and the Provider shall jointly agree on a timeline for the
migration activities set forth in this clause.
b. Client Data Extract: The Client shall be responsible for furnishing an extract of the data to be
migrated by the date agreed upon with the Provider. Any delay in providing the extract may
impact the migration timeline.
c. Initial Upload: Upon receipt of the Client’s data extract, the Provider will upload the data into a
trial environment by the agreed-upon date. The Provider will notify the Client in case the
migration process takes longer than initially expected for any reason and will deploy best efforts
to meet the agreed timeline.
e. Client Review: The Client must review the trial environment within three (3) business days of
the initial upload and provide written notice of any corrections. Failure to do so constitutes
acceptance of the data “as is.”
f. Corrections & Final Upload: The Provider will implement reasonable corrections based on the
feedback received by the Client within the deadline indicated above, if any. The Client will then
provide a final data extract, which the Provider will upload. No further migrations will be
undertaken unless agreed in writing.
g. Potential Delay of Service Start Date: The Provider may, but is not obliged to, delay the Service
Start Date with written notice to the Client if the data migration process requires additional time. 7
5.4.3. Additional Services: Any additional migration work requested after the final upload, including
corrections of issues not previously identified, will be charged at £100 (one hundred) per hour, or
as otherwise agreed in writing. To this aim, the Provider will furnish to the Client a written, non-
binding estimate of hours involved and relevant fees before proceeding with such work.
5.4.4. Data Integrity & Liability:
a. Client Responsibility: The Client is solely responsible for the accuracy, completeness, and
suitability of any data provided.
b. Disclaimer: The Provider disclaims all warranties, express or implied, relating to the migrated
data’s completeness or accuracy.
c. Indemnification: The Client shall indemnify and hold the Provider harmless against any claims
or damages resulting from errors, omissions, or inaccuracies in the data provided or migrated.
5.5. Data Backup
5.5.1. Objective: the Provider will abide by all legal requirements to back up Clients’ data.
5.5.2. Backup Methods: data will be backed up using leading cloud providers to ensure reliability and
security.
5.5.3. Frequency: data backups will be performed once every 30 minutes and will be stored for 7 days.
The Provider reserves the right to modify the frequency back-ups or duration of their storage, at
its own discretion.
5.5.4. No Liability: the Provider shall not be liable for any faults or malfunctions in data storage in
compliance with applicable law, on behalf of third-party cloud providers.
5.5.5. Client Responsibilities: Clients are responsible for maintaining their own backups of data that is
critical to their operations.
5.6. Client Responsibilities
5.6.1. Objective: Clients shall be responsible for the necessary actions and configurations to enable
effective service availability.
5.6.2. Configuration: Clients must ensure that their systems are configured correctly to interface with
the Services, in accordance with the instructions provided by the Provider.
5.6.3. Updates: Clients are responsible for installing any required updates or patches that are
necessary for the optimal functioning of the Services.
5.6.4. Data Integrity: Clients are responsible for the accuracy and integrity of the data they provide or
input into the Services.
6. Client Support
6.1. Objective: the objective of this section is to outline the Provider's commitment to offering Client Support
for the Services.
6.2. Availability: Client Support will generally be available during the Provider’s business hours. Specific
availability may vary and will be communicated to Clients as appropriate.
6.3. Methods: Clients may reach Client Support through various channels, which may include, but are not
limited to, email, chat and phone support.
6.4. Response Time: while the Provider does not commit to specific response times, it aims to address all
Clients’ inquiries as promptly as possible.
6.5. Service Tiers: the level and scope of Client Support may vary depending on the service tier to which the
Client subscribes. Details of what is included in each service tier will be reflected in the Contract or made
available during the subscription sign-up process.
6.6. Exclusions: Client Support does not extend to issues arising from the Client's failure to adhere to the
terms of the Agreement or any issues that are beyond the control of the Provider or to Force Majeure
Events as defined in the relevant Section.
6.7. No Liability: The Provider shall not be liable for any damages, losses or issues that may arise due to the
lack or inadequacy of Clients’ support. 8
7. Clients’ responsibility
7.1. Legal Compliance:
The Client hereby commits to fulfilling all legal requirements necessary to operate the Services lawfully
within its jurisdiction. This includes, but is not limited to, obtaining all necessary licenses, permits,
regulatory authorisations, registrations and certifications.
7.2. Transparency and Accountability:
The Client shall be transparent in its dealings and communications with the Provider and the Customers.
7.3. Customer Contracts:
The Provider assumes no liability for the Services provided by the Client to its Customers nor for any agreements
entered into between the Client and the Customer. All Customer Contracts are strictly between the Client and
the Customer. The relevant template made available to the Client within the Services offer mere suggestions
which the Client, under its sole responsibility, must review, amend, integrate and adapt to its specific needs and
protection, without this implying any involvement, role or liability for the Provider. The Client acknowledges that it
is solely responsible for the contractual relationship between the Client and the Customer and for the drafting,
content, and finalisation of a Customer Contract.
8. Third-Party Integrations
If required by the Client, the Provider may offer integrations with third-party services, such as online payment
providers, messaging & communications providers, brokers, etc. The following terms apply to such integrations:
8.1. Provider's Discretion: the choice of third-party services to integrate with is at the full discretion of the
Provider.
8.2. Termination or Switching: the Provider reserves the right to terminate integrations or to switch to alternative
providers. A notice period of at least two weeks will be given to the Client in all such cases.
8.3. Functionality: the Provider is not responsible for the functionality or availability of integrated third-party
services.
8.4. Support: support for issues specifically related to third-party integrations may need to be sought directly
from the respective third-party service provider, unless otherwise specified by the Provider.
8.5. Costs: any additional costs incurred from the use of third-party integrations will be the responsibility of the
Client unless otherwise agreed upon in writing.
8.6. Data Sharing with subcontractors: the Client hereby expressly consents to the disclosure and use of their
own data by the Provider to third-party service providers as may be necessary for the fulfilment of the
integrations and the Provider shall enforce rigorous data confidentiality protocols with all third-party service
providers to ensure the integrity and security of the Client’s data.
8.7. Data Security: the Provider will take reasonable steps to ensure that any third-party integrations comply with
applicable Data Protection Legislation.
8.8. No Liability: the Provider shall not be liable for any damages, loss, or issues caused by or related to the use
of third-party integrations.
9. Personal Data Handling
9.1. The Provider will process Clients’ and Customers’ Personal Data in compliance with the Data Protection
Legislation and the Data Processing Agreement attached to the Contract, in accordance with the
Provider’s privacy notice available on the latter website.
9.2. The following clause details responsibilities of the Client concerning Personal Data handling. 9
9.2.1. Client's Responsibility: the Client assumes full responsibility for ensuring that the collection, use
and sharing of Customers data comply with all applicable Data Protection Legislation, including
obtaining the necessary consents from Customers for data processing and sharing with third
parties involved in the performance of the Services, including the Provider.
9.2.2. Consent for Data Sharing: Provider and any duly authorised third party involved in the
performance of the Services. The Client must inform Customers of the purposes for which their
data will be processed by the Provider and/or third parties and ensure that such consent is
documented and maintained in accordance with applicable Data Protection Legislation.
9.2.3. Compliance Assurance: the Client shall take all necessary steps to verify that the Customer data
collected is accurate, relevant and limited to what is necessary for the intended purposes. The
Client must also ensure that Customers are informed of their rights regarding their personal data.
9.2.4. Liability: The Client acknowledges and agrees that it is solely responsible for any claims,
damages or penalties arising from the failure to obtain the necessary consents for personal data
sharing with the Provider and/or any duly authorised third party involved in the performance of
the Services or any other non-compliance with Data Protection Legislation related to the
collection and sharing of Customer personal data.
10. Ownership of Intellectual Property - License
10.1. Ownership of Intellectual Property
10.1.1. Provider's Intellectual Property: all intellectual property rights in the Software, the Services, any
updates or any new features thereof, including, but not limited to, software, algorithms, designs
and documentation, are and will remain the exclusive property of the Provider.
10.1.2. Client's Intellectual Property: the Client retains all intellectual property rights in the data they
provide for the purpose of using the Services. The Agreement does not transfer any ownership
rights in the Client's data to the Provider.
10.1.3. Customer’s Data: data pertaining to the Client's Customers remains the intellectual property of
the respective customers.
10.1.4. Third-Party Intellectual Property: any third-party intellectual property used in providing the
Services remains the property of the respective third-party owners and is used under license by
the Provider.
10.2. License Grant
10.2.1. Scope of License and/or of Sublicense: the license granted to the Client for the use of the
Software and the Services is granted solely for the Client's internal business operations and is
not to be used for any other purposes, including, but not limited to, resale, service bureau or
commercial exploitation of the Software and of Services. The Client acknowledges that all rights,
title and interest in and to the Software and the Services, including all intellectual property rights
therein, remain the property of the Provider or its licensors, and no title to or ownership of any
proprietary rights related to the Software and/or the Services is transferred to the Client or any
third party under the Agreement.
10.2.2. Limitations: the license does not permit the Client to sublicense, sell, lease or otherwise transfer
the Software and/or the Services or any associated intellectual property rights to third parties.
10.2.3. Reservation of Rights: All rights not expressly granted to the Client are reserved by the Provider.
10.3. Third-Party Licenses
10.3.1. Identification: the Services may include software, contents or other materials that are owned by
third parties and are subject to their own license terms.
10.3.2. Client Responsibility: the Client is responsible for complying with any third-party license terms
that may apply when using the Services. 10
10.3.3. No Warranty: the Provider makes no representations or warranties concerning third-party
materials and shall not be liable for any issues arising from the Client's use of third-party
materials.
10.3.4. Updates and Changes: third-party materials included in the Services are subject to change and
the Provider is not responsible for notifying the Client of such changes.
10.3.5. Indemnification: the Client agrees to indemnify and hold harmless the Provider from any claims,
damages or liabilities arising from the Client's violation of third-party license terms.
10.4. Infringement
Notification and Defence: upon becoming aware of a third-party claim that the Services infringe upon
the Provider’s intellectual property rights, the Client shall promptly notify the Provider. The Provider will
have the sole and exclusive right to defend or settle any such claims at its sole discretion.
10.5. Survival of Intellectual Property Rights
10.5.1. Post-Termination Rights: upon termination of the Agreement for any reason, all licenses
granted thereunder shall immediately terminate. However, the intellectual property rights of
both parties shall continue to exist in accordance with applicable laws.
10.5.2. Clients’ Data: the Client's intellectual property rights in its data shall continue to exist post-
termination.
10.5.3. Obligations: any obligations to protect the intellectual property rights of either party, including
confidentiality obligations, shall survive the termination of the Agreement.
11. Confidentiality
11.1. Definition: "Confidential Information" refers to any non-public information, Technical Data, document,
model, commercial secret or know-how of either party, including but not limited to research, product
plans, products, services, customers, markets, software, developments, inventions, processes, formulas,
technology, designs, drawings, engineering, images, hardware configuration information, marketing, or
finances disclosed by either party.
11.2. Obligations: Both parties agree to hold each other's Confidential Information in strict confidence and not
to disclose such information to third parties or use such information for any purpose other than as
specified in the Agreement.
11.3. Exceptions: The obligations under this subsection shall not apply to information that:
• is already known to the receiving party at the time of disclosure;
• is or becomes publicly known through no wrongful act of the receiving party;
• is independently developed by the receiving party without benefit of the disclosing party's Confidential
Information.
11.4. Duration: the obligations to maintain confidentiality shall survive the termination of the Agreement for a
period of five years, except for trade secrets, which shall be held in confidence for an indefinite period.
12. Liability and Indemnification – Insurance - Force Majeure
12.1. Limitations and exclusions of Provider’s liability
12.1.1. Provider does not guarantee that the Services will be free from faults. The Provider will use its
reasonable endeavours to:
12.1.1.1. correct any errors or omissions in the Services after receiving prompt and clear
written information thereof from the Client and
12.1.1.2. respond to a request for support in a timely manner.
However, the Provider cannot guarantee any particular result or outcome nor within any
particular deadline.
12.1.2. Provider is not liable for inaccuracies, errors or omissions in the transcription services,
recommendations or suggestions provided by the Services, including those generated through 11
the use of artificial intelligence. The Provider waives any responsibility for the accuracy, reliability
and completeness of the transcriptions, AI-generated recommendations and any subsequent
clinical or non-clinical notes generated by the Software. The use of any AI-generated
recommendations or suggestions provided through the Services is at the sole discretion and full
responsibility of the Client. Clients shall be responsible to independently verify and obtain the
Customers’ gain consent for the information and consult professional judgment before relying
on any transcriptions, recommendations or suggestions provided. The Provider specifically
disclaims any liability for decisions based on such AI-generated contents.
12.1.3. Pricing Errors Disclaimer: the Provider does not represent, warrant or assure that the Services
will be free from pricing errors. Under no circumstances shall the Provider be liable for any pricing
error nor for any loss suffered or incurred by the Client, that is caused, directly or indirectly, by
12.1.3.1. any actions or omissions in modifying, translating, adapting, or otherwise altering any
data, information or processes related to the pricing of Services, fees or other costs
charged, or the methodology by which such charges are calculated; or
12.1.3.2. any errors or deficiencies in the Software or in the Services.
The Clients shall be liable to verify all pricing information and calculations and not to rely solely
on the automated outputs provided by the Services.
12.2. Limitation of Liability
12.2.1. General Limitation: to the fullest extent permitted by applicable law, neither party shall be liable
to the other for any indirect, incidental, consequential, special or exemplary damages arising out
of or in connection with the Agreement, even if the other party has been advised of the possibility
of such damages.
12.2.2. Disclaimer of liability for Animal Welfare, Customer and Staff Safety: the Provider does not
assume any responsibility or liability for the welfare of animals, Customers or staff that may be
impacted by the use of the Service, except as otherwise expressly provided in the Agreement.
The Client acknowledges that the Service is a tool to assist in its operations and that the ultimate
responsibility for the welfare of animals, Customers and/or staff lies solely with it. The Provider
shall not be liable for any harm, injury or loss that may arise from errors, omissions, or decisions
made based on the use of the Service, except as otherwise expressly provided in the Agreement.
12.2.3. Cap on Liability: except for obligations under the indemnification clauses or breaches of
confidentiality, the total liability of the Client towards the Provider for all claims arising out of or
related to the Agreement shall not exceed the total amount paid by the Client to the Provider in
the 3 months preceding the claim.
12.2.4. Exceptions: the limitations set forth in this subsection shall not apply to:
• liability for death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• any other liability that cannot be excluded or limited under applicable law.
12.2.5. Time Limit for Claims: no action, regardless of form, arising out of or relating to the Agreement
may be brought by either party following one year after the cause of action has accrued, except
for actions concerning non-payment or breach of the Provider's intellectual property rights.
12.3. Indemnification by Client
12.3.1. Obligation to Indemnify: the Client agrees to indemnify, defend and hold harmless the Provider,
its affiliates, officers, directors, employees, agents and licensors from and against any and all
claims, damages, obligations, losses, liabilities, costs, and expenses, including but not limited to
attorney's fees, arising out of or related to:
• Client's use of the Software and/or of the Services in violation of the Agreement;
• any breach of any commitment, representation or warranty made by the Client under the
Agreement; 12
• Client's violation of any third-party right, including, without limitation, any copyright, property, or
privacy right.
12.3.2. Procedure: the Provider will provide the Client with prompt written notice of any claim, action or
demand for which indemnity is claimed. The Client shall have the right, but not the obligation, to
control the defence and settlement of any such claim, provided that the Provider may
participate in such defence using its own counsel and at its own expense.
12.3.3. Settlement: the Client shall not settle any indemnifiable claim without the Provider's prior written
consent, which shall not be unreasonably withheld.
12.3.4. Cooperation: the Provider agrees to cooperate fully with the Client in the defence of any claim
that is the subject of the Client's indemnification obligations hereunder.
12.4. Insurance
12.4.1. Requirement: both parties shall, at their own expense, maintain in full force and effect, insurance
policies with reputable insurers for an adequate amount to cover their respective obligations
under the Agreement.
12.4.2. Minimum Coverage: the insurance policies shall provide, at a minimum, coverage for general
liability, data breach and professional liability, with policy limits reasonably sufficient to cover
potential claims and liabilities arising out of or related to the Agreement.
12.4.3. Proof of Insurance: upon request, each party shall provide the other with certificates of
insurance or evidence of coverage before commencing any activities under the Agreement.
12.4.4. Notification of Changes: each party shall notify the other within a reasonable time of any
changes to its insurance coverage that could materially affect the other party's risk under the
Agreement.
12.4.5. Subrogation Waiver: both parties waive any rights of subrogation they may have against the
other, to the extent permitted by their respective insurance policies.
12.5. Force Majeure
12.5.1. Definition: neither party shall be liable for any failure or delay in performance under the
Agreement due to circumstances beyond its reasonable control, including but not limited to acts
of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods or
accidents ("Force Majeure Events").
12.5.2. Notification: the affected party shall promptly notify the other party in writing upon becoming
aware of a Force Majeure Event, detailing the nature and expected duration of the event, as well
as any actions being taken to mitigate its impact.
12.5.3. Obligations: during the period of any delay or failure to perform resulting from a Force Majeure
Event, all obligations under the Agreement shall be suspended, except for any payment
obligations that accrued prior to the Force Majeure Event.
12.5.4. Mitigation: both parties shall use reasonable efforts to mitigate the effects of the Force Majeure
Event and to resume performance under the Agreement as soon as reasonably possible.
12.5.5. Termination: if a Force Majeure Event continues for more than 30 consecutive days, either party
may terminate the Agreement upon written notice, without any liability other than for Services
already rendered, expenses already incurred, and fees already accrued.
13. Dispute Resolution – Governing Law – Jurisdiction
13.1. Dispute resolution
13.1.1. Initial Resolution: in the event of any dispute, claim, question or disagreement arising from or
relating to the Agreement, the parties shall use their best efforts to settle the dispute through
consultation and negotiation in good faith and in a spirit of mutual cooperation.
13.1.2. Mediation: if the dispute cannot be resolved through direct amicable negotiation, the parties
agree to attempt to resolve it by mediation administered by a mutually agreed-upon mediator,
prior to initiating any formal legal process. 13
13.1.3. Legal Proceedings: notwithstanding the above, either party may seek immediate judicial
intervention if it believes that, without such intervention, the other party may cause irreparable
harm to it or may dissipate or sequester assets that could otherwise be subject to an award.
13.1.4. Costs: each party shall bear its own costs and expenses for the dispute resolution process,
unless otherwise determined by the mediator.
13.1.5. Enforcement: any mediated settlement shall be binding and may be entered as a judgment in
any court of competent jurisdiction.
13.2. Governing Law and Jurisdiction
13.2.1. Governing Law: this Agreement shall be governed by and construed in accordance with the laws
of England and Wales, without regard to its conflict of laws principles.
13.2.2. Jurisdiction: the parties irrevocably agree that the Courts of England and Wales shall have
exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the
Agreement or its subject matter or formation.
13.2.3. Service of Process: each party irrevocably consents to service of process in the manner provided
for notices in these General Terms and Conditions. Nothing in these General Terms and
Conditions shall affect the right to serve process in any other manner permitted by law.
13.2.4. Waiver of Jury Trial: to the extent permitted by law, both parties waive any right to a jury trial for
any claim or cause of action arising out of the Agreement.
14. Term and Termination
14.1. Objective
The objective of this Section is to outline the terms under which the Agreement may commence, continue, and be
terminated by either party. This includes the initial term, any renewal terms, and the conditions under which either
party may exit the Agreement.
14.1.1. Scope: this section applies to all forms of termination, whether initiated by the Client or the
Provider, and for any reason unless explicitly stated otherwise in the Agreement.
14.1.2. Compliance: both parties agree to comply with all legal requirements pertaining to the
termination of contractual agreements, including but not limited to any Data Protection
Legislation and financial regulations.
14.1.3. Good Faith: both parties agree to act in good faith during the termination process, ensuring
transparent communication and cooperation to fulfil all obligations outlined in the Agreement.
14.2. Initial Term
The Agreement shall commence on the Service Start Date and continue for the initial term as specified in the
Contract.
14.3. Renewal Term
Following the Initial Term, the Agreement shall automatically renew for successive periods (each a "Renewal
Term"), the duration of which are specified in the Contract, made available during the subscription sign-up
process, or agreed between the parties in writing, unless either party provides written notice of termination in
accordance with the Agreement.
14.4. Termination by Client
The Client may terminate the Agreement for any reason by providing written notice to the Provider. The following
conditions and procedures shall apply: 14
14.4.1. Notice Requirement: the Client must provide a written notice of termination to the Provider at
least 30 days prior to the intended date of termination.
14.4.2. Personal Data Retrieval: upon receipt of the termination notice, the Provider will, at request of
the Client, facilitate the retrieval of the Client's Personal Data in accordance with the Data
Processing Agreement.
14.4.3. Financial Settlement: any outstanding payments or fees owed to the Provider must be settled
in full prior to the termination date.
14.4.4. No Refunds for Early Termination Initial or Renewal Term: if the Client terminates the Agreement
before the end of the then current Initial or Renewal term, the Client acknowledges that it won’t
be entitled to a refund for any fees or charges already paid for that period.
14.4.5. Early Termination: notwithstanding the provisions in 14.4.4, should the Client determine within
the first three (3) months of service use that the Provider’s Services do not meet its expectations,
the Client may terminate the Agreement immediately without the obligation to complete the
current Initial term. In such instances, the Client will not be required to pay any further
Subscription Fees beyond the date of termination.
14.4.6. No Refunds: the Client acknowledges that, except as otherwise explicitly stated in the
Agreement, all fees and payments are non-refundable.
14.4.7. Liability: the Client agrees that the Provider shall not be liable for any damages, losses or
consequences resulting from the Client's decision to terminate the Agreement.
14.5. Termination by Provider
14.5.1. The Provider may terminate this Agreement immediately by written notice of termination to the
Client should any of the following circumstances occur:
• Breach of Agreement: the Client breaches any terms or conditions of this Agreement and fails to
remedy such breach within 30 days of receiving written notice from the Provider.
• Non-Payment: the Client fails to make any required payments within a period of 30 days from the
due date.
• Legal or Regulatory Reasons: the Provider is required to do so by law or if continuing the Services
would put the Provider in breach of a legal or regulatory obligations.
• Operational Reasons: the Provider ceases business operations.
14.5.2. No Refunds for Early Termination: if the Provider terminates the Agreement before the end of a
Renewal Term for any reason outlined in this Section or in the Contract, including but not limited
to breach of contract, non-payment, legal or regulatory reasons or operational reasons, the
Client shall not be entitled to a refund for any fees or charges already paid for that period.
14.5.3. Personal Data Handling: upon termination, the Provider will, at the request of the Client, facilitate
the retrieval of the Client's Personal data in accordance with the Data Processing Agreement.
14.5.4. Financial Settlement: any refunds or penalties will be handled as per sub-section 14.7
hereunder.
14.5.5. Liability: the Provider shall not be liable for any damages, losses or consequences resulting from
the Provider's decision to terminate the Agreement, except as required by law.
14.6. Termination by either party
Either party may terminate this Agreement immediately by written notice of termination to the other in the event
any of the following occurs:
• the other party becomes the subject of voluntary or involuntary bankruptcy, receivership, or insolvency
proceedings that are not dismissed with 60 days after the commencement thereof, or
• a force majeure condition has prevented performance by the other party for more than 30 consecutive
days during any 12-month period.
14.7. Financial Settlement
Upon termination of this Agreement, the following financial settlement procedures shall apply: 15
14.7.1. Outstanding Payments: Any outstanding payments or fees owed to the Provider by the Client
must be settled in full prior to the termination date, exception made for payment of the final
invoice as provided for hereunder.
14.7.2. Refunds: except as otherwise explicitly stated in the Agreement, all fees and charges are non-
refundable.
14.7.3. Additional Costs: the Client will not be responsible for additional costs incurred by the Provider
in facilitating the termination, including but not limited to data retrieval or transfer costs, unless
such costs are due to extraordinary circumstances and are agreed upon in writing.
14.7.4. Final Invoice: the Provider will issue a final invoice within 90 days of the termination date,
detailing any outstanding amounts or additional costs. Payment of the final invoice is due within
30 days of receipt.
14.7.5. Dispute: in the event of a dispute regarding the final financial settlement, both parties agree to
enter into good faith negotiations to resolve the matter. If the dispute cannot be resolved, it will
be subject to the Section 13 of these General Terms and Conditions or the Contract.
14.8. Survival
Certain provisions of the Agreement shall survive termination, including but not limited to Sections on Intellectual
Property, Personal Data Handling, Limitation of Liability and Confidentiality. These provisions will continue to be in
effect as described in their respective Sections.
14.9. No Liability
Neither the Provider nor the Client shall be liable for any damages, including loss of business, revenue, or data,
resulting from the termination of the Agreement, except as otherwise specified in the Agreement.
15. Miscellaneous
15.1. Entire Agreement
The Agreement constitutes the entire understanding between the Provider and the Client and supersedes all prior
oral agreements between the parties.
15.2. Amendments
15.2.1. Notification: the Provider reserves the right to modify these General Terms and Conditions at
any time. Clients will be notified in writing of any such changes at least 30 days before they take
effect.
15.2.2. Acceptance: continued use of the Service after the effective date of any changes will constitute
acceptance of the revised Terms and Conditions. If a Client does not agree to the changes, it will
have the right to terminate the Agreement in accordance with respective Section on Term and
Termination and/or with the Contract.
15.2.3. Exceptions: any changes that result in a material reduction of the Service's core functionality will
require explicit consent from the Client.
15.3. Waiver
Failure by either party to enforce any provision of the Agreement will not be deemed a waiver of future
enforcement of that or any other provision.
15.4. Severability
If any provision of the Agreement is found to be unenforceable, the remainder of the Agreement will continue in
full force and effect.
16
15.5. Notices
All notices under the Agreement may be delivered by email and shall be deemed to have been duly given upon
sending. Each party has an obligation to notify the other party of any changes to its email address for the purpose
of the Agreement. If applicable law requires a different method for certain types of notice, such legal requirements
shall supersede the terms of this clause.
Any notices required under this Agreement shall be sent to Provider at hello@lupapets.com. Provider may update
this email address by providing written notice to Client.
15.6. Publicity Rights
The Client grants the Provider a non-exclusive, revocable right to use the Client’s name and logo in its public-
facing communications, including but not limited to marketing materials, websites, and presentations. The Client
may withdraw this permission at any time by providing written notice to the Provider, after which the Provider will
make reasonable efforts to cease further use of the Client’s name and logo within 30 days of receiving such
notice.
15.7. Independent Parties
The Agreement shall not constitute or create any relationship of agency, partnership or joint venture between
the Provider and the Client, and neither the Provider nor the Client shall have the power to incur any obligations
on behalf of, or to pledge the credit of, the other party in any manner whatsoever.
DATE: 11 March 2025
