Terms of Use

1. Terms and definitions

For the purposes of these Terms, the following terms shall have the meanings set out below:

Platform — the website petos.kz, the PetOS mobile application, and other digital services and software solutions of PetOS, including all features and services accessible through them.

Operator — Limited Liability Partnership "PetOS", BIN 260740037323, the owner and administrator of the Platform.

User — an individual or legal entity registered on and/or using the Platform in accordance with these Terms.

Pet owner — an individual User who uses the Platform to create and maintain a pet profile, store information about the pet, access the Platform's functionality, and interact with clinics.

Clinic — a legal entity or individual entrepreneur providing veterinary services and using the Platform under a separate agreement with the Operator, as well as the authorized representatives and staff of such a clinic using the Platform within the scope of access rights granted to them.

Pet — an animal in respect of which information is posted by the User on the Platform.

Pet profile — the aggregate of information about the Pet posted on the Platform, including identification data, health, vaccination, clinic visit and prescription information, and other information provided by the User or persons authorized by the User.

Account — the User's account on the Platform enabling access to the Platform's functionality.

Family member — an individual to whom the User has granted access to a Pet profile via the relevant Platform functionality.

User Content — any information and materials posted or uploaded by the User to the Platform, including photographs, documents, messages, Pet information and other materials.

Paid features — features and services of the Platform provided on a paid basis in accordance with a separate public offer, tariffs, or another agreement.

Credentials — data used to access an Account, including a phone number, verification code, and other authentication means provided by the Platform.

Third-party services — third-party software, payment, communication, analytics, infrastructure, and other services integrated with the Platform or used by the Operator to support its operation.

2. Subject matter of the Terms

2.1. The Operator provides the User with access to the Platform's functionality, including, depending on the type of User and available functionality:

• creating and maintaining a User profile;
• creating and maintaining a Pet profile;
• storing and viewing information about the Pet;
• maintaining a health and vaccination history;
• receiving reminders and notifications;
• searching for and viewing information about clinics;
• booking appointments at clinics;
• communication between the User and the Clinic;
• other features available on the Platform.

For Clinics, the Platform may provide tools for managing schedules, staff, patients, records, analytics, and other B2B features under a separate agreement with the Operator.

2.2. The Platform is a technological service that enables digital interaction between Users and Clinics. Unless expressly provided otherwise by a separate agreement, the Operator does not independently provide veterinary services and is not a party to the agreement between the Pet owner and the Clinic in respect of the provision of such services.

2.3. Use of the Platform's paid features by Pet owners is governed by a separate public offer published on the Platform. The terms of cooperation with Clinics are governed by a separate agreement between the Operator and the respective Clinic.

2.4. Where separate terms, a public offer, or an agreement establish special rules for the use of a particular Platform feature, such rules apply to that feature in addition to these Terms.

2.5. Processing of personal data is carried out in accordance with the PetOS Privacy Policy, which forms part of the contractual relationship between the Operator and the User with respect to the processing of personal data.

3. Registration and age restrictions

3.1. Use of certain Platform features may require registration with a phone number and confirmation that it belongs to the User via an SMS code or another method provided by the Platform.

3.2. By registering on the Platform as a Pet owner, the User confirms that they are 18 (eighteen) years of age or older. The Platform is not intended for independent registration by persons under the age of 18.

3.3. The User must provide accurate, complete, and up-to-date information and update it in a timely manner if it changes.

3.4. The User must keep their Credentials confidential and must not grant third parties access to their Account, except as expressly provided for by the Platform's functionality.

3.5. All actions performed via a User's Account are deemed to have been performed by that User, unless the User proves otherwise or these Terms provide otherwise.

3.6. In the event of loss of access to an Account, suspected unauthorized access, or compromise of Credentials, the User must immediately notify the Operator through the support channels provided by the Platform.

3.7. The Operator may request additional confirmation of the User's identity, authority, or other information in cases provided for by law, security requirements, or the Platform's functionality.

4. Rights and obligations of the User

4.1. The User is entitled to:

• use the Platform's features in accordance with their purpose and these Terms;
• create and maintain Pet profiles;
• grant Family members and Clinics access to a Pet profile within the Platform's functionality;
• receive support regarding the operation of the Platform;
• receive information about the processing of their personal data in accordance with the Privacy Policy;
• request deletion of their Account and related data in the cases and manner provided for by law and the Privacy Policy.

4.2. The User undertakes to:

• use the Platform solely for lawful purposes;
• provide accurate, complete, and up-to-date information;
• not transfer their Credentials to third parties, except as expressly provided for by the Platform's functionality;
• not carry out or attempt to carry out unauthorized access to the Platform, other users' Accounts, the Operator's servers, databases, or other information systems;
• not take any action capable of disrupting the operability, security, or integrity of the Platform;
• not use automated means to extract, copy, collect, or process the Platform's information without the Operator's prior written consent;
• not upload malicious code, programs, or other materials capable of harming the Platform or third parties;
• not post materials that violate the rights and legitimate interests of third parties or the requirements of the legislation of the Republic of Kazakhstan;
• pay for Paid features on time in accordance with the applicable terms;
• comply with the rules governing access to Pet data granted to Family members and Clinics.

4.3. The User is solely responsible for the accuracy of information they post and for the lawfulness of posting it on the Platform.

4.4. The User retains the rights to User Content belonging to them. By providing such Content to the Platform, the User grants the Operator a non-exclusive, royalty-free right to use it to the extent necessary to store, reproduce, display, transmit, and technically process such Content solely to operate the Platform and provide the relevant features to the User.

4.5. The User warrants that they hold the rights and authority necessary to post User Content on the Platform and to grant the Operator the rights provided for in these Terms.

4.6. The User may not post third parties' personal data on the Platform without a corresponding lawful basis for providing and processing such data.

4.7. By granting another person access to a Pet profile, the User independently determines the scope of such access within the Platform's functionality and is responsible for granting such access, unless otherwise provided by law or these Terms.

5. Rights and obligations of the Operator

5.1. The Operator takes reasonable organizational and technical measures to ensure the operability and security of the Platform, but does not guarantee its uninterrupted or error-free operation.

5.2. The Operator may temporarily fully or partially restrict access to the Platform or certain features for technical, preventive, update, or other work, as well as in other cases necessary to ensure the security and operation of the Platform.

5.3. The Operator may modify, supplement, suspend, or discontinue the provision of certain Platform features, including in connection with product development, technical, commercial, or other circumstances.

5.4. The Operator may temporarily restrict, suspend, or terminate a User's access to an Account or certain Platform features in the event of:

• a breach of these Terms;
• a breach of the legislation of the Republic of Kazakhstan;
• the provision of inaccurate or misleading information;
• a threat to the security of the Platform or other users;
• suspected unauthorized access or misuse of the Platform's functionality;
• the need to comply with the requirements of government authorities or legislation.

5.5. Where possible and not contrary to security or legal requirements, the Operator will notify the User of the reasons for restricting or terminating access.

5.6. The Operator may remove or restrict access to User Content where there are grounds to believe that such Content violates the law, the rights of third parties, these Terms, or poses a threat to the security of the Platform.

5.7. Except where the Operator's liability is expressly provided for by law or a separate agreement, the Operator is not a party to the veterinary services provided by Clinics and is not liable for the diagnosis, treatment, prescriptions, quality, results, or other consequences of veterinary services provided by Clinics.

5.8. Unless expressly stated otherwise by the Operator, the Operator does not guarantee the accuracy, completeness, or currency of information about clinics, veterinarians, and veterinary services posted on the Platform by third parties.

6. Intellectual property

6.1. Exclusive rights to the Platform and its components, including its source code, architecture, design, interface, databases (to the extent of the rights belonging to the Operator), trademarks, logos, domain names, documentation, algorithms, know-how, and other intellectual property, belong to the Operator or are used by it on a lawful basis.

6.2. Granting the User access to the Platform does not constitute a transfer of any exclusive rights to the Platform or its components.

6.3. The User may use the Platform solely within the scope of the functionality provided and the terms of these Terms.

6.4. Without the Operator's prior written consent, it is prohibited to copy, modify, distribute, decompile, reverse engineer, sell, lease, or otherwise use the Platform or its individual elements beyond the functionality provided, except as expressly permitted by the legislation of the Republic of Kazakhstan.

6.5. Text, images, trademarks, and other third-party materials posted on the Platform belong to their respective rights holders.

6.6. Suggestions, reviews, ideas, and other feedback provided by the User regarding the Platform (the "Feedback") may be used by the Operator without limitation as to term or territory to develop and improve the Platform, without giving rise to any right to compensation for the User, unless expressly agreed otherwise by the parties.

7. Limitation of liability

7.1. The Platform is provided on an "as is" and "as available" basis. The Operator does not guarantee that the Platform will be continuously available, operate error-free, or meet the User's individual requirements.

7.2. Unless a separate agreement expressly provides otherwise, the Platform is a technological tool and is not a veterinary clinic, veterinarian, or other provider of veterinary services.

7.3. Information posted on the Platform, including reference information, reminders, notifications, and other materials, is informational and supplementary in nature and does not constitute medical or veterinary advice, a diagnosis, a prescribed treatment, or a guarantee of treatment outcome.

7.4. The User independently makes decisions relating to the Pet's health and must consult a qualified veterinarian where professional advice, diagnosis, or treatment is required.

7.5. The Operator is not liable for the acts or omissions of Clinics, veterinarians, and other third parties, nor for the quality, content, results, and consequences of the services they provide.

7.6. The Operator does not guarantee that the User will achieve any particular result from using the Platform, including booking an appointment, receiving a veterinary service, or receiving reminders or notifications within a specific timeframe.

7.7. Reminders and notifications, including those relating to vaccinations, appointments, and other events, are supplementary in nature. The Operator does not guarantee their timely delivery to the User due to possible technical limitations, device and operating system settings, internet connectivity, telecom operators, and third-party services.

7.8. The Operator is not liable for the accuracy and currency of information provided by Users, Clinics, or other third parties.

7.9. The Operator is not liable for the impossibility of using the Platform due to causes beyond the Operator's reasonable control, including failures of communication networks, infrastructure, or third-party services, actions of government authorities, emergencies, and other force majeure circumstances.

7.10. Nothing in these Terms limits the Operator's liability in cases where such limitation is not permitted under the legislation of the Republic of Kazakhstan.

8. Liability of the User

8.1. The User is liable for complying with these Terms and the legislation of the Republic of Kazakhstan when using the Platform.

8.2. The User is liable for the accuracy of the information they provide and for the consequences of providing inaccurate, incomplete, or misleading information.

8.3. The User is liable for the lawfulness of posting User Content and for holding the rights and consents necessary in respect of the information and materials they post on the Platform.

8.4. If third-party demands, claims, or lawsuits are brought against the Operator in connection with the User's breach of these Terms, the law, or the rights of third parties, the User must cooperate with the Operator in resolving the relevant claim.

8.5. This section applies to the extent permitted by the legislation of the Republic of Kazakhstan.

9. Termination of use and deletion of Account

9.1. The User may stop using the Platform and request deletion of their Account in the manner provided by the Platform's functionality or by contacting the Operator.

9.2. Deletion of an Account and personal data is carried out in accordance with the Privacy Policy, taking into account cases where retention of certain data is necessary or permitted under the legislation of the Republic of Kazakhstan, to fulfil obligations, protect the Operator's rights, or handle disputes and claims.

9.3. The Operator may terminate or restrict the User's access to the Platform in the cases provided for in these Terms.

9.4. Discontinuing use of the Platform does not release the User from obligations arising prior to such discontinuation.

10. Changes to the Terms

10.1. The Operator may amend these Terms in connection with the development of the Platform, changes to its functionality, changes in legislation, security requirements, or other justified reasons.

10.2. The new version of the Terms is published on the Platform, indicating the date of its last update.

10.3. Changes that do not affect the User's material rights and obligations take effect from the moment they are published on the Platform, unless the Operator specifies a different date.

10.4. In the event of a material change to the Terms, the Operator may additionally notify the User via the Platform, email, push notification, or another available method.

10.5. If the User continues to use the Platform after the changes take effect, this constitutes acceptance of the relevant version of the Terms to the extent such acceptance is permitted under the legislation of the Republic of Kazakhstan.

10.6. If a change to the Terms requires the User's separate consent under the legislation of the Republic of Kazakhstan, such consent is provided by the User separately, in the manner provided by the Platform.

11. Governing law and dispute resolution

11.1. These Terms are governed by and construed in accordance with the legislation of the Republic of Kazakhstan.

11.2. The parties shall endeavor to resolve disputes and disagreements that arise through negotiations and the submission of a claim.

11.3. If a dispute cannot be resolved through negotiations within 30 (thirty) calendar days of the date the claim is received, the dispute shall be resolved in court in accordance with the legislation of the Republic of Kazakhstan.

11.4. This section applies subject to the mandatory rules of jurisdiction and other mandatory requirements of the legislation of the Republic of Kazakhstan.

12. Third-party services

12.1. To support the operation of certain Platform features, the Operator may use Third-party services, including third-party payment, communication, analytics, infrastructure, and other services.

12.2. Use of certain Third-party services may be governed by additional terms and policies of the respective providers.

12.3. The Operator is not liable for failures, restrictions, changes in terms, or discontinuation of Third-party services where such circumstances are beyond the Operator's reasonable control.

12.4. Processing of personal data when using Third-party services is carried out in accordance with the PetOS Privacy Policy and applicable legislation of the Republic of Kazakhstan.

13. Force majeure

13.1. The parties shall be released from liability for full or partial non-performance of their obligations under these Terms if such non-performance is caused by force majeure circumstances that arose after the conclusion of these Terms and are beyond the reasonable control of the relevant party.

13.2. Such circumstances may include emergencies, natural disasters, military actions, mass failures of infrastructure and communications, actions of government authorities, cyber incidents, large-scale technical failures, and other circumstances that a party could not reasonably foresee or prevent.

13.3. If such circumstances materially affect the operation of the Platform, the Operator shall take reasonable measures to restore its operability.

14. Operator's details

Limited Liability Partnership "PetOS"

BIN: 260740037323

Address: 27/1 Alikhan Bokeikhan Street, apt./office 60, Yesil district, Astana, 010000, Republic of Kazakhstan

Email: legal@petos.care

Website: petos.kz

Last updated: 26.08.2026