Acceptable Use Policy

3.1 Pet Owners

• Creating and maintaining a personal account and pet profile on the Platform.
• Searching for, evaluating, and booking pet-related services offered by Partners.
• Purchasing QR Tag products and managing QR Tag assignments to pet profiles.
• Accessing and managing pet health records and e-booklet data within the Platform.
• Submitting honest and accurate reviews and ratings of Partner services experienced firsthand.
• Accessing partner discounts and subscription benefits to which you are entitled under your membership plan.
• Communicating with PawPass support and with Partners through the Platform's authorized communication channels.
• Sharing your pet's QR Tag profile information for the purpose of facilitating safe pet identification and recovery.

3.2 Partners

• Creating and maintaining an accurate and complete business listing on the Platform.
• Receiving and managing service booking requests from Users through the Platform's booking system.
• Communicating with Users through the Platform's authorized messaging functions in connection with confirmed bookings.
• Managing availability, pricing, and service descriptions through the Partner dashboard.
• Accessing booking analytics and performance data made available through the Partner portal.
• Participating in PawPass's promotional programs in accordance with applicable Partner Terms and Conditions.

3.3 All Users

• Accessing publicly available information on the Platform for personal, non-commercial informational purposes.
• Using the Platform in compliance with all applicable local, national, and international laws and regulations.
• Reporting violations of this Policy or other suspected misconduct to PawPass at office@pawpass.rs.

4.1 Illegal Activities

• Using the Platform for any purpose that violates applicable local, national, or international law or regulation.
• Facilitating, promoting, or engaging in any fraudulent activity, including identity theft, payment fraud, false impersonation, or unauthorized use of another person's payment credentials.
• Using the Platform to launder money, facilitate bribery, or engage in any other financial crime.
• Circumventing applicable export control laws or sanctions regimes in connection with the use of the Platform or purchase of products.
• Engaging in any activity that constitutes a criminal offense in any applicable jurisdiction.

4.2 Unauthorized Access and Security Violations

• Attempting to gain unauthorized access to any account, system, server, network, or data associated with the Platform, including accounts belonging to other Users or Partners.
• Circumventing, disabling, bypassing, or interfering with any Platform security feature, authentication mechanism, access control, or encryption measure.
• Using another User's Credentials without express authorization, or sharing your own Credentials with any third party.
• Probing, scanning, or testing the vulnerability of the Platform's systems or networks without written authorization from PawPass.
• Introducing or transmitting any virus, worm, trojan horse, ransomware, spyware, adware, rootkit, or other malicious code or software into the Platform or any connected system.
• Conducting denial-of-service (DoS) or distributed denial-of-service (DDoS) attacks against the Platform or any connected infrastructure.
• Exploiting any bug, vulnerability, or unintended feature of the Platform for unauthorized purposes, rather than reporting it to PawPass through responsible disclosure at office@pawpass.rs.

4.3 Data Scraping and Automated Misuse

• Using Automated Tools to access, extract, copy, index, or aggregate any data, content, or information from the Platform without prior written authorization from PawPass.
• Deploying bots, scrapers, crawlers, or automated scripts to interact with the Platform in a manner that simulates human activity or that creates an unreasonable load on Platform infrastructure.
• Systematically downloading or caching Platform content beyond what is reasonably required for normal personal use.
• Using data extracted from the Platform to build competing products, services, or databases without written authorization.
• Attempting to reverse engineer, decompile, disassemble, or extract source code from the Platform software, APIs, or mobile applications.

4.4 Misrepresentation and Identity Fraud

• Creating an account under a false name, using fictitious contact information, or otherwise misrepresenting your identity.
• Impersonating any person or entity, including PawPass staff, other Users, Partners, public figures, or any other individual or organization.
• Using a name, logo, trademark, or branding that could create a false impression of affiliation with PawPass or any other entity.
• Creating multiple accounts for the purpose of evading suspension, circumventing restrictions, or manipulating Platform features such as reviews or ratings.
• Misrepresenting your qualifications, certifications, licenses, or professional credentials in a Partner listing or User profile.

4.5 Harmful and Offensive Content

Users must not submit, upload, publish, transmit, or otherwise make available any Content that:

• Is false, inaccurate, misleading, or deceptive.
• Is defamatory, libelous, slanderous, or constitutes an unjustified attack on the reputation of any person or entity.
• Is obscene, pornographic, sexually explicit, or indecent.
• Promotes, glorifies, or incites hatred, discrimination, or violence against any individual or group on the basis of race, ethnicity, national origin, religion, gender, sexual orientation, disability, age, or any other protected characteristic.
• Harasses, bullies, intimidates, threatens, or abuses any individual, including other Users, Partners, or PawPass personnel.
• Promotes or facilitates animal abuse, cruelty, neglect, or illegal treatment of animals.
• Contains personally identifiable information of a third party without that person's explicit consent.
• Constitutes unsolicited commercial communications ("spam") or bulk messaging of any kind.
• Violates the intellectual property rights of any third party, including copyright, trademark, patent, or trade secret rights.

4.6 Platform Integrity Violations

• Submitting false, fabricated, or incentivized reviews or ratings for any Partner service.
• Attempting to manipulate Partner ranking, search results, or review scores through artificial means, including coordinated inauthentic behavior.
• Booking services with no intention of attending or using the service ("ghost bookings"), thereby depriving Partners of legitimate revenue.
• Deliberately initiating unwarranted chargebacks or payment disputes for services or products that were received and conformed to their description.
• Soliciting or accepting payment from a Partner to remove or modify a negative review.
• Attempting to circumvent the Platform's booking system by arranging off-platform transactions with Partners discovered through the Platform.

4.7 Intellectual Property Violations

• Reproducing, distributing, publicly displaying, modifying, creating derivative works from, or commercially exploiting any Platform content, software, design, trademark, or other intellectual property without PawPass's express written authorization.
• Uploading or transmitting any Content that infringes the copyright, trademark, patent, trade secret, or other intellectual property rights of any third party.
• Removing, altering, or obscuring any copyright notice, trademark, or other proprietary rights notice appearing on or within the Platform.
• Using PawPass's name, logo, or branding in any manner that implies endorsement, sponsorship, or affiliation without prior written authorization.

4.8 Privacy Violations

• Collecting, harvesting, or aggregating personal data about other Users or Partners from the Platform without authorization.
• Using personal data obtained through the Platform for any purpose other than that for which it was disclosed, including unsolicited contact or targeted marketing.
• Disclosing private or sensitive information about another individual without their consent, including through the QR Tag system.
• Violating applicable data protection laws, including the GDPR, UK GDPR, CCPA/CPRA, or other applicable privacy regulations, in connection with data accessed through the Platform.

4.9 Commercial Misuse

• Using the Platform for commercial purposes not expressly authorized by PawPass, including operating a competing pet services booking platform using PawPass infrastructure.
• Reselling, sublicensing, or commercializing access to the Platform or any subscription features without written authorization.
• Using the Platform to conduct market research, competitive intelligence gathering, or other commercial data collection activities without authorization.
• Using the Platform to advertise or promote third-party products or services without PawPass's prior written consent.

5.1 Service Representation

• Partners must not misrepresent the nature, scope, quality, or price of services listed on the Platform.
• Partners must not advertise services, qualifications, or certifications that they do not hold or that are not currently valid.
• Partners must maintain all professional licenses, certifications, and insurance required by applicable law for the services they offer and must promptly notify PawPass if any required license or certification lapses or is revoked.
• Partners must not offer services on the Platform that are illegal, regulated without the required authorization, or otherwise in breach of applicable law in the jurisdiction where the service is provided.

5.2 User Interactions

• Partners must not contact Users outside of the Platform's authorized communication channels for purposes other than fulfilling a confirmed booking.
• Partners must not solicit Users to leave the Platform and arrange services privately in order to circumvent Platform fees or terms.
• Partners must not engage in any form of price-fixing, collusion, or anticompetitive behavior with other Partners.
• Partners must treat all Users with professionalism, dignity, and respect, without discrimination on any basis prohibited by applicable law.
• Partners must not request, solicit, or accept payment directly from Users outside of the Platform's authorized payment processing system, except where explicitly authorized by PawPass in writing.

5.3 Booking Integrity

• Partners must honor all confirmed bookings unless cancelled in accordance with the applicable cancellation policy or a legitimate force majeure event prevents performance.
• Partners must not cancel bookings without reasonable cause in a pattern that disrupts User experience or PawPass's Platform integrity.
• Partners must not artificially inflate their availability calendar or manipulate the Platform's scheduling system.
• Partners must not engage in selective fulfillment of bookings based on User characteristics in a manner that constitutes unlawful discrimination.

5.4 Review Manipulation

• Partners must not offer incentives, discounts, gifts, or other benefits to Users in exchange for positive reviews.
• Partners must not submit fake reviews of their own services through alternative accounts or third parties.
• Partners must not attempt to have legitimate negative reviews removed through improper means, including false reports of policy violations.
• Partners must not retaliate against Users who submit negative reviews by cancelling future bookings, refusing service, or engaging in any form of harassment.

5.5 Data Handling

• Partners must not use personal data received about Users through the Platform for any purpose other than fulfilling the specific booked service.
• Partners must not retain User personal data beyond the period necessary to fulfill the service and comply with applicable legal obligations.
• Partners must implement appropriate security measures to protect any personal data of Users received through the Platform.
• Partners must comply with all applicable data protection laws in respect of User data received through the Platform.

7.1 Accuracy and Honesty

All Content submitted to the Platform must be accurate, honest, and based on genuine firsthand experience where applicable. Users must not submit Content intended to mislead other Users, Partners, or PawPass. This obligation applies with particular force to reviews and ratings, which must reflect genuine experiences with the rated service.

7.2 Relevance

Content must be relevant to the context in which it is submitted. Reviews must relate to the specific service experienced. Pet profile data must relate to the pet for which the profile is created. Partner listings must accurately describe the services actually offered by the Partner.

7.3 Respect

All Content and communications on the Platform must be respectful of other individuals. Users must not use the Platform's messaging, review, or profile features to harass, defame, intimidate, or harm other individuals. PawPass may remove Content that is disrespectful or harmful at its sole discretion, without prior notice.

7.4 Intellectual Property Compliance

Users must only submit Content to which they hold all necessary rights, or for which they have obtained all required permissions. Submitting copyrighted material, trademarked content, or content that violates third-party intellectual property rights is prohibited. By submitting Content, you represent and warrant that you have the right to grant PawPass the license described in the Terms of Service.

7.5 No Commercial Content Without Authorization

Users must not submit promotional content, advertisements, affiliate links, or solicitations for commercial products or services through the Platform's user-facing features (including reviews, pet profiles, or messaging) without PawPass's prior written consent.

7.6 Content Moderation

PawPass reserves the right, but does not assume the obligation, to review, monitor, and moderate any Content submitted to the Platform. PawPass may, at its sole discretion and without prior notice:

• Remove or modify any Content that violates this Policy or the Terms of Service.
• Temporarily or permanently restrict a User's ability to submit Content.
• Flag Content for review and temporarily withhold it from public display pending investigation.
• Retain copies of removed Content as may be required for legal proceedings or regulatory compliance.

PawPass does not guarantee that all violating Content will be identified and removed, and accepts no liability for Content submitted by third parties.

8.1 How to Report

PawPass encourages Users and Partners to report suspected violations of this Policy. Reports may be submitted by:

• Emailing office@pawpass.rs with the subject line "AUP Violation Report", providing a description of the conduct, the account or content involved, and any supporting evidence.
• Using the in-platform "Report" function available on reviews, listings, and user profiles where available.

8.2 Good Faith Reporting

PawPass requires that all violation reports be submitted in good faith and based on a genuine belief that a violation has occurred. Submitting false or malicious reports for the purpose of harassing other Users, causing the removal of legitimate content, or gaining competitive advantage is itself a violation of this Policy and may result in enforcement action against the reporting party.

8.3 Confidentiality

PawPass will treat all violation reports with reasonable confidentiality. The identity of the reporting party will not be disclosed to the subject of the report unless required by applicable law or legal process. PawPass will not share investigation outcomes with the reporting party except to acknowledge receipt and confirm that appropriate action has been taken where a violation is found.

8.4 Security Vulnerability Disclosure

If you discover a security vulnerability in the Platform, you are encouraged to disclose it responsibly by contacting office@pawpass.rs before disclosing it publicly. PawPass is committed to acknowledging responsible disclosures promptly and working to remediate verified vulnerabilities in a timely manner. We request that you: (a) do not exploit the vulnerability beyond what is necessary to demonstrate its existence; (b) do not access, copy, or disclose the personal data of other Users; and (c) do not disclose the vulnerability publicly until PawPass has had a reasonable opportunity to address it.

9.1 Investigation

Upon becoming aware of a potential violation of this Policy, PawPass may investigate the matter using all available information, including account data, transaction records, communication logs, Content metadata, technical system logs, and information provided by reporting parties. PawPass may suspend a User's access to the Platform during the investigation period where continued access poses a risk to Platform integrity or other Users.

9.2 Enforcement Actions

Depending on the nature, severity, and frequency of the violation, PawPass may take one or more of the following enforcement actions:

• Formal warning: A written notice to the User identifying the violation and the required corrective action, with a warning that repeated violations will result in more severe consequences.
• Content removal: Removal of specific Content that violates this Policy, with or without prior notice to the User.
• Feature restriction: Temporary or permanent restriction of specific Platform features, such as the ability to submit reviews, send messages, or make bookings.
• Account suspension: Temporary suspension of account access, during which the User cannot log in, make bookings, or access subscription benefits. Suspension may be applied pending investigation or as a consequence of a confirmed violation.
• Account termination: Permanent removal of the account and all associated data, with no right to create new accounts on the Platform.
• Partner delisting: Removal of a Partner's listing from the Platform, with termination of the Partner relationship and any active bookings managed in accordance with applicable obligations.
• Financial recovery: Recovery of amounts lost by PawPass as a result of fraudulent conduct, including chargeback fees, processing costs, and legal expenses.
• Legal referral: Referral of the matter to law enforcement authorities or initiation of civil legal proceedings against the User.

9.3 Escalating Enforcement

PawPass applies a proportionate approach to enforcement. Minor first-time violations may result in a warning. Repeated violations, deliberate misconduct, or violations that cause harm to other Users, Partners, or PawPass will result in more severe enforcement actions, up to and including account termination and legal action.

9.4 No Right to Reinstatement

Users whose accounts are permanently terminated for violations of this Policy have no right to reinstatement and must not create new accounts without PawPass's prior written authorization. Creating a new account after termination is itself a violation of this Policy and the Terms of Service and will result in the immediate termination of the new account.

9.5 Appeals

Users who believe that an enforcement action was applied in error may submit a written appeal to office@pawpass.rs within fourteen (14) calendar days of receiving notice of the enforcement action, with the subject line "AUP Enforcement Appeal - Account [Account Email]". The appeal must include a clear explanation of why the User believes the enforcement action was incorrect and any supporting evidence. PawPass will review the appeal and communicate its determination within ten (10) Business Days. The outcome of the appeal process is final. PawPass is not required to provide detailed reasoning for enforcement decisions to the extent that doing so would prejudice ongoing investigations or legal proceedings.

9.6 No Liability for Enforcement

PawPass's enforcement of this Policy is at its sole discretion. PawPass does not guarantee that all violations will be identified and addressed. PawPass accepts no liability to any User for any failure to enforce this Policy in any particular instance. The exercise of enforcement rights against one User does not obligate PawPass to enforce those rights against any other User in similar circumstances.