Effective Date: January 2025
1. Acceptance of Terms
By accessing and using PawDesk AI's services, you accept and agree to be bound by the terms and conditions of this agreement.
2. Description of Service
What PawDesk AI Provides
PawDesk AI is an AI-powered front desk system that:
- Answers phone calls 24/7
- Responds to text messages
- Handles website chat inquiries
- Books appointments based on your availability
- Answers common customer questions
- Follows up with customers
- Integrates with your existing booking systems
What PawDesk AI Does NOT Provide
Our service does NOT:
- Replace emergency veterinary services
- Provide medical advice
- Handle credit card payments directly (integrates with your payment processor)
- Make business decisions on your behalf
- Guarantee specific revenue amounts (except as outlined in Service Guarantee)
Service Limitations
While we strive for 95%+ answer rate, the system may not be able to:
- Handle extremely complex or unusual inquiries (escalated to your staff)
- Answer questions about services not in your Business Codex
- Override your business policies or availability rules
- Process requests that violate your Terms of Service
System Availability
We aim for 99.9% uptime but cannot guarantee uninterrupted service due to:
- Scheduled maintenance (announced in advance)
- Third-party service outages (phone carriers, internet providers)
- Force majeure events (natural disasters, etc.)
Scheduled maintenance will be performed during low-traffic hours when possible.
3. User Responsibilities
You agree to:
- Provide accurate and complete information
- Maintain the security of your account credentials
- Use the service in compliance with all applicable laws
- Not misuse or abuse the service
4. Service Guarantee
30-Day Booking Guarantee
PawDesk AI guarantees that our AI Front Desk system will generate a minimum of 10 additional booked appointments within the first 30 days of full operation, or we will refund your setup fee.
Eligibility Requirements
To qualify for this guarantee, you must:
- Complete Setup: Allow PawDesk AI to complete the full setup process, including:
- Business Codex creation with your services, pricing, and policies
- System integration with your booking tools
- Staff training on how to use the system
- Shadow mode testing period (typically 1 week)
- Full Operation: The 30-day guarantee period begins when the system goes live for full operation (not during shadow mode testing).
- Reasonable Availability: Maintain reasonable service availability (e.g., not close your business for extended periods during the guarantee period).
- Cooperation: Provide timely responses to our team's requests for information, feedback, and system adjustments.
- Accurate Information: Provide accurate business information, including services, pricing, availability, and policies.
What Counts as a "Booked Appointment"
A "booked appointment" is defined as:
- A customer appointment scheduled through the PawDesk AI system
- Confirmed by your staff or booking system
- For a paid service (not free consultations or inquiries)
- Scheduled for a future date (not same-day walk-ins)
Does NOT count:
- Appointments that are cancelled by the customer before the 30-day period ends
- No-shows (customer didn't arrive for appointment)
- Duplicate bookings for the same customer and service
- Appointments that were already in your system before PawDesk AI was activated
Refund Process
If you do not receive 10 additional booked appointments within 30 days:
- Notify Us: Contact us within 5 business days after the 30-day period ends
- Verification: We will review system logs and booking records to verify the count
- Options: You may choose:
- Option A: Full refund of your setup fee (processed within 14 business days)
- Option B: Continue service for an additional 30 days at no charge until the guarantee is met
Limitations and Exclusions
This guarantee does NOT apply if:
- You did not complete the setup process as outlined
- You provided inaccurate or incomplete business information
- You failed to respond to our team's requests within reasonable timeframes
- Your business was closed or unavailable for more than 5 days during the guarantee period
- You violated these Terms of Service
- Circumstances beyond our reasonable control prevented system operation (force majeure)
Baseline Measurement
To accurately measure "additional" appointments, we will establish a baseline of your average monthly bookings during the 30 days prior to PawDesk AI activation. This baseline will be used to determine incremental bookings generated by the system.
One-Time Guarantee
This guarantee applies only to your first 30 days of service and cannot be claimed multiple times.
5. Payment Terms
Setup Fee
A one-time setup fee is charged to cover:
- Custom Business Codex creation
- System integration and configuration
- Staff training
- Shadow mode testing
The setup fee is due before work begins and is refundable only under the Service Guarantee terms outlined above.
Monthly Subscription Fee
After setup, you will be charged a monthly subscription fee for:
- 24/7 AI Front Desk operation
- Ongoing system optimization
- Customer support
- System maintenance and updates
Monthly fees are billed in advance and are non-refundable except as required by law.
Refund Policy
Setup Fee:
- Refundable under Service Guarantee conditions (see above)
- Refundable if we cancel the project before completion
- Non-refundable after 30-day guarantee period ends (if guarantee is met)
Monthly Subscription Fee:
- Non-refundable once the billing period begins
- You may cancel at any time, but no prorated refunds for partial months
- Cancellation takes effect at the end of the current billing period
Late Payment
If payment is not received within 5 days of the due date:
- Service may be suspended until payment is received
- A late fee of $25 or 5% of the outstanding balance (whichever is greater) may be applied
- Continued non-payment may result in service termination
Price Changes
We reserve the right to change our pricing with 30 days' notice. Price changes do not affect your current billing period.
6. Limitation of Liability
PawDesk AI shall not be liable for any indirect, incidental, special, or consequential damages arising from use of our services.
7. Termination
Either party may terminate the service agreement with written notice as specified in the service contract.
8. Changes to Terms
We reserve the right to modify these terms at any time. Continued use of the service constitutes acceptance of modified terms.