Terms of Service — Hello Friend

These Terms of Service ("Terms") constitute a legally binding agreement between you and HelloFriend ("HelloFriend," "we," "our," or "us"), governing your access to and use of the HelloFriend mobile and web application and all related services (collectively, the "Platform"). BY CREATING AN ACCOUNT, CLICKING "I AGREE," OR USING THE PLATFORM IN ANY WAY, YOU CONFIRM THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THESE TERMS AND OUR PRIVACY POLICY. IF YOU DO NOT AGREE, DO NOT USE THE PLATFORM. By using the Platform electronically, you consent to receive these Terms, our Privacy Policy, and all related notices and disclosures electronically, in accordance with the Electronic Signatures in Global and National Commerce Act (E-SIGN Act, 15 U.S.C. § 7001 et seq.).

1. Beta Program Notice

HelloFriend is currently in Beta. The Platform is provided "as-is" for testing purposes. Features, pricing, and functionality may change without notice during this period. By participating in the Beta you acknowledge that: • The Platform may contain bugs, errors, or interruptions. • Data may be reset or migrated at our discretion with prior notice. • We may require identity or account verification at our discretion to prevent fraudulent or automated signups. • Founding Members who pay any founding fee during the Beta period are locked at their founding-tier pricing and benefits for the lifetime of their account, subject to Section 6.7. • We may terminate Beta access at any time without liability.

2. Eligibility & Account Registration

Age Requirement

You must be at least 18 years of age to create an account. HelloFriend is not directed at children under 18 and does not knowingly collect information from minors. By registering, you represent and warrant that you meet this requirement.

Account Accuracy

You agree to provide accurate, current, and complete information during registration and to keep your account information up to date at all times. Providing false information is a material breach of these Terms and may result in immediate account termination.

Account Security

You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. Notify us immediately at support@hellofriendapp.com if you suspect unauthorized access. HelloFriend is not liable for any loss resulting from unauthorized use of your account.

One Account Per Person

You may not create more than one personal account. Duplicate accounts may be suspended without notice. Businesses may maintain one account per business entity.

SMS Verification & TCPA Consent

By providing your phone number and creating an account, you expressly consent to receive transactional and verification SMS text messages from HelloFriend. Message and data rates may apply. You are not required to consent to receive marketing texts as a condition of using the Platform. To opt out of non-transactional texts, reply STOP to any message or adjust your preferences in Settings. Pet Owner accounts must verify their phone number within 7 days of account creation; failure to do so will result in account restrictions.

3. User Types & Roles

Pet Owners / Adopters

Pet Owners use the Platform to browse adoptable animals, locate Animal Service Providers, participate in the community feed, shop for pet products, and manage their pet profiles. Pet Owners are solely responsible for the accuracy of any pet listing they post.

Animal Service Providers (ASPs)

ASPs are professionals or businesses offering pet-related products and services (veterinary care, grooming, training, boarding, daycare, transportation, photography, retail, breeding, adoption services, etc.). ASPs must complete onboarding verification and agree to the additional obligations in Sections 5 and 7.

4. Pet Owner Rights & Responsibilities

Community Standards

You agree not to post content that is abusive, harassing, threatening, fraudulent, defamatory, obscene, or that promotes animal cruelty or neglect. Violations may result in immediate account termination and, where applicable, reporting to law enforcement.

Pet Listings

You may post pets available for adoption or re-homing. You represent that you have legal ownership or lawful authority to post each animal. You agree to comply with all applicable federal, state, and local laws governing animal sales, transfers, and adoptions, including the Animal Welfare Act (7 U.S.C. § 2131 et seq.) and applicable North Carolina statutes. The for-profit commercial sale of animals through HelloFriend is prohibited; reasonable adoption fees may be permitted where allowed by local law. Re-homing fees must be clearly disclosed in the listing.

Purchases

When you purchase a product or service through the Platform, you enter into a transaction directly with the ASP. HelloFriend facilitates payment processing as a technology intermediary but is not a party to the underlying sale or service contract. All sales are subject to the individual ASP's return and refund policy, which must be disclosed on their profile.

Medical & Veterinary Advice Disclaimer

CONTENT ON THE PLATFORM IS PROVIDED FOR GENERAL INFORMATIONAL PURPOSES ONLY AND DOES NOT CONSTITUTE PROFESSIONAL VETERINARY, MEDICAL, NUTRITIONAL, OR LEGAL ADVICE. ALWAYS CONSULT A LICENSED VETERINARIAN FOR HEALTH CONCERNS ABOUT YOUR PET. HELLOFRIEND EXPRESSLY DISCLAIMS ANY RESPONSIBILITY FOR ACTIONS TAKEN OR NOT TAKEN BASED ON CONTENT FOUND ON THE PLATFORM.

Reviews & Endorsements

In compliance with FTC Endorsement Guidelines (16 C.F.R. Part 255), all reviews and testimonials posted on the Platform must reflect the honest opinions of the reviewer. Fake, incentivized, or paid reviews that are not disclosed are prohibited and may result in account suspension.

5. Animal Service Provider (ASP) Obligations

Verification

ASPs must complete HelloFriend's verification process, which includes uploading a government-issued photo ID. Business license and introductory video may also be requested depending on service type. Your account will remain in "Pending" status until reviewed and approved by a HelloFriend administrator. Approval is granted at our sole discretion and does not constitute an endorsement of your qualifications or services.

Identity & Biometric Data

By submitting a government-issued ID for verification, you authorize HelloFriend to collect, process, and store the identifying information contained therein for the sole purpose of identity verification. We do not use facial recognition or biometric extraction technology on submitted IDs. Submitted ID documents are retained for a maximum of 12 months following account closure and are then securely deleted, except where longer retention is required by law. If you are a resident of Illinois, Texas, or Washington, additional rights regarding biometric data may apply — contact support@hellofriendapp.com.

Accuracy of Information

ASPs are solely responsible for the accuracy, completeness, and lawfulness of their business listings, service descriptions, pricing, availability, product information, and any credentials displayed. Misrepresentation is a material breach of these Terms and may result in account suspension, termination, and potential legal liability.

Professional Standards & Licensing

ASPs represent and warrant that they hold all licenses, permits, certifications, and insurance required by applicable federal, state, and local law to provide their listed services. This includes veterinary licenses, grooming certifications, kennel permits, and business operating licenses. HelloFriend does not independently verify professional credentials beyond our onboarding process and makes no warranty regarding the qualifications of any ASP. Users engage ASP services at their own risk.

Animal Welfare Compliance

ASPs agree to comply with all applicable federal, state, and local animal welfare laws, including the Animal Welfare Act, the PAWS Act, and applicable North Carolina and South Carolina statutes. Any ASP found to be engaging in animal abuse, neglect, illegal breeding, animal trafficking, or any other violation of animal welfare law will be permanently banned and reported to relevant authorities.

Activity Requirement

ASP listings will be marked inactive if the account shows no activity for a continuous 24-month period. The listing may be reactivated upon written request to support@hellofriendapp.com.

6. Fees, Subscriptions & Payments

6.1 Subscription Plans — Animal Service Providers

ASPs may subscribe to one of the following plans. Subscriptions auto-renew at the end of each billing period unless cancelled before the renewal date: • Robin — Free (no monthly charge; higher platform transaction fees apply) • Rabbit — $24.99/month or $249/year (billed annually) • Jaguar — $49.99/month or $499/year (billed annually) • ASP Founding Provider — $899 one-time payment (lifetime Jaguar-tier access; limited spots) Annual plans are billed as a single upfront charge. Monthly plans are billed on the same calendar date each month.

6.2 Subscription Plans — Pet Owners

Pet Owners may subscribe to one of the following plans. Subscriptions auto-renew unless cancelled before the renewal date: • Calico — Free (default plan) • Husky — $14.99/month or $120/year (billed annually) • Mako — $29.99/month or $240/year (billed annually) • Pet Owner Founding Member — $349 one-time payment (lifetime Mako-tier access; limited spots)

6.3 Auto-Renewal Disclosure (Important)

UNLESS YOU CANCEL YOUR SUBSCRIPTION BEFORE THE END OF THE CURRENT BILLING PERIOD, YOUR SUBSCRIPTION WILL AUTOMATICALLY RENEW AND YOUR PAYMENT METHOD ON FILE WILL BE CHARGED AT THE THEN-CURRENT SUBSCRIPTION RATE. You may cancel at any time via Settings → Billing. Cancellation takes effect at the end of the current paid period — you will retain access until that date and no partial refunds are issued. In compliance with the FTC's Negative Option Rule and applicable state automatic renewal laws (including California Business & Professions Code §§ 17600–17606), you will receive clear disclosure of these terms at the time of purchase.

6.4 Platform Transaction Fees (ASPs)

HelloFriend charges the following platform fees on in-app product sales and service bookings. Fees are deducted automatically at the time of payout via Stripe Connect: • Robin plan: 8% on services / 10% on products • Rabbit plan: 6% on services / 8% on products • Jaguar plan: 3% on services / 5% on products • Founding Provider: Jaguar-tier rates (3% / 5%) Stripe payment processing fees (~2.9% + $0.30 per transaction) apply separately and are governed by Stripe's fee schedule. HelloFriend platform fees are in addition to, not inclusive of, Stripe processing fees.

6.5 Payment Processing & Stripe

All payments are processed through Stripe, Inc. By accepting payments on the Platform as an ASP, you must create a Stripe Connect account and agree to the Stripe Connected Account Agreement (available at stripe.com/legal/connect-account). HelloFriend is not responsible for payment failures, chargebacks, Stripe service interruptions, or delays in fund settlement. Payout timing is governed by Stripe's standard payout schedule (typically 2–7 business days). HelloFriend does not hold, transmit, or store payment card data — all financial data is handled exclusively by Stripe.

6.6 Refunds & No-Refund Policy

SUBSCRIPTION FEES AND ONE-TIME FOUNDING MEMBER FEES ARE NON-REFUNDABLE EXCEPT WHERE REQUIRED BY APPLICABLE LAW. Product and service refunds are governed by the individual ASP's stated refund policy, which must be disclosed to buyers before purchase. HelloFriend may, at its sole discretion, mediate disputes between Pet Owners and ASPs but is not obligated to issue refunds or otherwise intervene in private transactions. Platform transaction fees are non-refundable in the event of a buyer refund unless required by law. To dispute a charge, contact support@hellofriendapp.com within 30 days of the charge date.

6.7 Founding Member Material Change Policy

Founding Members who have paid the one-time founding fee are entitled to the benefits of their founding tier for the lifetime of their active account. In the event that HelloFriend ceases operations, is acquired, or makes a material reduction in founding-tier benefits, we will provide at least 90 days' written notice via the email address on file. If such a change materially and adversely affects founding-tier benefits, founding members may request a pro-rated refund based on months of service remaining in the original value period (calculated as founding fee ÷ equivalent annual subscription rate).

6.8 Taxes & 1099-K Reporting

ASPs are solely responsible for determining, collecting, reporting, and remitting all applicable taxes on their earnings, including federal income tax, self-employment tax, state income tax, and applicable sales tax or VAT. HelloFriend does not provide tax advice. Under IRS rules effective for tax year 2024 and beyond, Stripe will issue a Form 1099-K to ASPs whose gross payment volume exceeds $600 in a calendar year. ASPs are responsible for maintaining accurate records of their income and expenses.

6.9 Price Changes

HelloFriend reserves the right to change subscription prices or platform transaction fee rates with at least 30 days' prior written notice via email and/or in-app notification. Price changes will not affect your current billing period — they take effect on your next renewal date. Continued use of the Platform after the effective date of a price change constitutes acceptance of the new pricing.

6.10 HelloFriend Treats

HelloFriend may issue in-app Treats as part of subscription plans or promotional offers. Treats have no cash value, are non-transferable, and expire upon account closure. Treats cannot be exchanged for cash or applied to subscription fees. HelloFriend reserves the right to modify the Treats program with 30 days' notice.

7. ASP Business Terms

7.1 Independent Contractor Status

ASPs are independent contractors and not employees, agents, partners, or joint venturers of HelloFriend. HelloFriend does not control, direct, or supervise how ASPs perform their services. ASPs are solely responsible for their own equipment, employees, taxes, insurance, and compliance with all applicable laws. Nothing in these Terms creates an employment, agency, franchise, or joint venture relationship.

7.2 Non-Exclusivity

Your agreement with HelloFriend is non-exclusive. You are free to offer your services and products on other platforms, through your own website, or through any other channel. HelloFriend similarly reserves the right to work with other service providers in your category and geographic area.

7.3 License to ASP Content

ASPs retain full ownership of their business content (logos, photos, descriptions, product listings). By posting content on the Platform, ASPs grant HelloFriend a non-exclusive, royalty-free, worldwide license to display, reproduce, and distribute that content on the Platform and in related marketing materials for the purpose of operating and promoting the Platform. This license terminates when you remove content from the Platform or close your account, subject to reasonable indexing delays.

7.4 Account Suspension & Dispute Process

If HelloFriend suspends or terminates your ASP account for alleged policy violations, we will provide written notice to your email address on file specifying the reason. You may appeal the decision by emailing support@hellofriendapp.com within 14 days of the notice. We will review appeals within 10 business days. Emergency suspensions for serious violations (animal abuse, fraud, illegal activity) may be immediate and without appeal rights.

7.5 Insurance Recommendation

HelloFriend strongly recommends that all ASPs maintain appropriate commercial general liability insurance and, where applicable, professional liability (E&O) insurance. HelloFriend's indemnification provisions in Section 12 do not substitute for adequate business insurance coverage.

8. Content, Intellectual Property & DMCA

Your Content

You retain ownership of original content you create and post (photos, text, videos). By posting content you grant HelloFriend a worldwide, royalty-free, non-exclusive, sublicensable license to use, reproduce, display, and distribute that content on the Platform and in related marketing materials for the purpose of operating and promoting the service. This license ends when you delete the content or close your account, subject to caching and distribution delays.

Prohibited Content

You may not post content that: (a) infringes any third-party copyright, trademark, trade secret, or other intellectual property right; (b) contains malware, viruses, or harmful code; (c) constitutes spam or unsolicited commercial communications; (d) violates any applicable law or regulation; (e) depicts or promotes animal cruelty; (f) contains nudity or sexually explicit material; or (g) discloses another person's private information without consent.

HelloFriend IP

The Platform, including its design, code, branding, logos, and original content created by HelloFriend, is owned by HelloFriend and protected by U.S. and international copyright, trademark, and other intellectual property laws. You may not copy, modify, reverse-engineer, or create derivative works without our express written permission.

DMCA Safe Harbor & Copyright Takedown

HelloFriend respects intellectual property rights and complies with the Digital Millennium Copyright Act (17 U.S.C. § 512). We have designated an agent to receive notifications of claimed copyright infringement: DMCA Agent: HelloFriend Support Email: support@hellofriendapp.com Subject line: DMCA Takedown Notice To submit a valid takedown notice, you must include: (1) identification of the copyrighted work claimed to be infringed; (2) identification of the infringing material and its location on the Platform; (3) your contact information; (4) a statement of good-faith belief that the use is not authorized; (5) a statement of accuracy under penalty of perjury; (6) your physical or electronic signature. Counter-notices may be submitted to the same address. Repeat infringers will have their accounts terminated.

CDA Section 230

HelloFriend is a provider of an interactive computer service under 47 U.S.C. § 230. We are not the publisher or speaker of user-generated content posted on the Platform and are not liable for content created by third parties. We reserve the right, but are not obligated, to moderate, remove, or decline to display any user content at our sole discretion.

Automated & AI Content Review

We use automated tools, including AI, to help screen photos, videos, and text you post for likely violations of these Terms or our Community Standards. These tools assist our review process — they flag content for a human moderator rather than removing it automatically. We may also generate AI-assisted summaries of information you provide (for example, appointment details shown to an Animal Service Provider you've booked with) strictly from the information you've already submitted. See our Privacy Policy for more detail on how these tools work.

9. Prohibited Conduct

You agree not to: • Impersonate any person, entity, or business, or misrepresent your credentials or affiliation. • Use the Platform for any unlawful purpose, including the trafficking of animals, sale of illegal goods, or money laundering. • Post false, misleading, or fake reviews or testimonials (FTC Endorsement Guides, 16 C.F.R. Part 255). • Engage in any form of automated scraping, crawling, data mining, or unauthorized data collection from the Platform. • Interfere with or disrupt the integrity, performance, or security of the Platform. • Attempt to gain unauthorized access to any part of the Platform, its servers, or connected databases. • Use the Platform to advertise or solicit business outside of its intended use, including directing users to off-platform payment methods to avoid transaction fees. • Harass, threaten, stalk, or harm any other user, animal, or third party. • Engage in price gouging, deceptive pricing, or bait-and-switch practices. • Create multiple accounts, use another person's account, or use a VPN to circumvent geographic or account restrictions. • Attempt to circumvent, disable, or interfere with any security or access-control feature.

10. Disclaimers

Platform is a Technology Marketplace

HelloFriend is a technology platform that connects Pet Owners with Animal Service Providers. We do not provide veterinary, grooming, training, boarding, or any other animal care services directly. We are not responsible for the quality, safety, legality, or suitability of any service or product offered by an ASP, or for the condition, health, or welfare of any animal listed or transferred through the Platform.

"As-Is" Warranty Disclaimer

THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE OF HARMFUL COMPONENTS, OR THAT DEFECTS WILL BE CORRECTED.

Third-Party Services

The Platform integrates with third-party services including Stripe (payments), Firebase/Google (authentication, database, hosting), and Agora (real-time communications). HelloFriend is not responsible for the content, privacy practices, availability, or performance of any third-party service. Your use of third-party services is governed by their respective terms and privacy policies.

AI-Generated Content

Certain features use AI to generate summaries or assist with content review, as described in Section 8 above. AI-generated content is provided for convenience only, may be incomplete or contain errors, and is not a substitute for your own judgment or for the underlying information it summarizes. HelloFriend does not warrant the accuracy of any AI-generated content and is not liable for decisions made in reliance on it. Nothing generated by these tools constitutes veterinary, medical, legal, or professional advice.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, HELLOFRIEND AND ITS PRINCIPALS, OFFICERS, DIRECTORS, EMPLOYEES, CONTRACTORS, AND AGENTS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING ANY LOSS OF PROFITS, REVENUE, DATA, BUSINESS OPPORTUNITY, GOODWILL, OR ANIMALS, ARISING OUT OF OR IN CONNECTION WITH: (A) YOUR USE OF OR INABILITY TO USE THE PLATFORM; (B) ANY TRANSACTION BETWEEN USERS; (C) ANY CONTENT POSTED ON THE PLATFORM; (D) UNAUTHORIZED ACCESS TO OR ALTERATION OF YOUR ACCOUNT; OR (E) ANY OTHER PLATFORM MATTER, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT SHALL OUR AGGREGATE LIABILITY TO YOU EXCEED THE GREATER OF (A) THE TOTAL AMOUNT YOU PAID US IN THE 12 MONTHS IMMEDIATELY PRECEDING THE CLAIM, OR (B) $100 USD. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN WARRANTIES OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, SO SOME OF THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.

12. Indemnification

You agree to indemnify, defend, and hold harmless HelloFriend and its principals, officers, employees, contractors, and agents from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or related to: (a) your use of or access to the Platform; (b) your violation of these Terms or our Community Standards; (c) content you post or transmit through the Platform; (d) your violation of any applicable law, regulation, or third-party right, including any intellectual property or privacy right; (e) any transaction or dispute between you and another user; or (f) any animal listed, sold, transferred, or cared for through the Platform.

13. Termination

HelloFriend reserves the right to suspend, restrict, or permanently terminate your account at any time, with or without notice, for any material violation of these Terms, for conduct we determine (in our reasonable discretion) to be harmful to the Platform, other users, or animals, or for any other lawful reason. Upon termination: • Your right to access and use the Platform ceases immediately. • We may delete your account data in accordance with our Privacy Policy and data retention schedule. • Any outstanding subscription will be cancelled without refund for the unused period, unless termination is caused by our material breach. • Sections 6 (payment obligations), 8 (IP), 11 (limitation of liability), 12 (indemnification), 14 (governing law), and any other provisions that by their nature should survive, will survive termination.

14. Governing Law, Arbitration & Disputes

Governing Law

These Terms are governed by and construed in accordance with the laws of the State of North Carolina, United States of America, without regard to its conflict of law principles.

Informal Resolution

Before filing any formal legal claim, you agree to contact HelloFriend at support@hellofriendapp.com and attempt to resolve the dispute informally. We will have 30 days from receipt of your written notice to attempt informal resolution.

Binding Arbitration

If informal resolution fails, any dispute, claim, or controversy arising out of or relating to these Terms or the Platform shall be resolved by final and binding arbitration administered by the American Arbitration Association (AAA) under its Consumer or Commercial Arbitration Rules, as applicable. The arbitration shall be conducted in Charlotte, North Carolina, or remotely if agreed by both parties. The arbitrator's decision shall be final and binding and may be entered as a judgment in any court of competent jurisdiction.

Class Action Waiver

TO THE EXTENT PERMITTED BY APPLICABLE LAW, YOU WAIVE ANY RIGHT TO BRING OR PARTICIPATE IN A CLASS ACTION LAWSUIT, CLASS-WIDE ARBITRATION, PRIVATE ATTORNEY GENERAL ACTION, OR ANY OTHER REPRESENTATIVE PROCEEDING AGAINST HELLOFRIEND. EACH PARTY MAY ONLY BRING CLAIMS IN AN INDIVIDUAL CAPACITY.

15. Changes to These Terms

We may modify these Terms at any time. We will provide at least 14 days' prior notice of material changes by posting a notice within the app and/or sending an email to the address on file. Continued use of the Platform after the effective date of any change constitutes your acceptance of the revised Terms. If you do not agree to the revised Terms, you must stop using the Platform and may request account closure.

16. General Provisions

Severability

If any provision of these Terms is found by a court or arbitrator to be invalid, illegal, or unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable, and the remaining provisions will continue in full force and effect.

Entire Agreement

These Terms, together with our Privacy Policy and any additional terms applicable to specific features, constitute the entire agreement between you and HelloFriend regarding the Platform and supersede all prior agreements, understandings, and representations.

Waiver

Our failure to enforce any right or provision of these Terms will not be considered a waiver of that right or provision. Any waiver must be in writing and signed by an authorized HelloFriend representative to be effective.

Force Majeure

HelloFriend shall not be liable for any failure or delay in performance caused by circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, pandemic, government action, internet outages, cyberattacks, or third-party service provider failures (including Firebase or Stripe outages).

Assignment

You may not assign or transfer your account or any rights under these Terms without our prior written consent. HelloFriend may assign these Terms in connection with a merger, acquisition, reorganization, or sale of all or substantially all of our assets, with notice to you.

Notice

Notices to HelloFriend must be sent to support@hellofriendapp.com. Notices to you will be sent to the email address associated with your account. You are responsible for keeping your email address current.

17. Contact

Questions, concerns, or legal notices regarding these Terms: HelloFriend support@hellofriendapp.com Charlotte, North Carolina We aim to respond to general inquiries within 3 business days and legal/compliance notices within 5 business days.

⚖️ Terms of Service