Legal

Terms of Service

Effective July 31, 2026

These terms are in plain language and under legal review as we onboard design partners. They govern trial use of TruePack today; a fuller version will replace them before general availability. Questions: reach us via our contact page.

What TruePack is

TruePack is an operating system for pet boarding and daycare facilities. It turns each pet's care plan into a live, guided shift for staff, records completed care as verified events, and helps facilities send truthful updates to pet parents. These terms cover the TruePack app at app.truepack.co and this website.

Accounts and responsibility

You need an account to use the app, and you are responsible for what happens under it: keep your sign-in email secure, use your own account rather than sharing one, and make sure the information your facility enters — care plans, medication instructions, family contact details — is accurate. TruePack helps your team execute the plan; the facility remains responsible for the care itself.

Trial and design-partner accounts

During this phase, accounts are provisioned by TruePack for facilities we work with directly. Trial accounts are free unless we agree otherwise in writing, may have an expiry date, and may be suspended or closed by us — for example at the end of a pilot, or if an account is misused. If we close a trial account, you can request an export of your data first (see below).

Your data is yours

The facility owns the data it creates in TruePack — pet profiles, care records, photos, family contacts, all of it. We use it only to run the service, as described in our Privacy Policy. You can request a full export at any time through our contact page, and we will provide it in a reasonable, machine-readable format.

Acceptable use

Use TruePack for running a pet care facility, and don't use it to break the law, to harm people or animals, to send spam through the family-update features, to probe or disrupt the service, or to access data that isn't yours. We may suspend accounts that do.

AI features draft; people decide

Some features use AI — for example, drafting family updates from verified care events, or suggesting task priorities. AI output in TruePack is a draft or a suggestion: a person reviews and approves family updates before they are sent, and care decisions — especially medication — are made by your staff following your facility's procedures, not by the software. Don't treat AI suggestions as veterinary or professional advice.

Service provided as-is during pre-launch

TruePack is pre-launch software. We work hard to keep it reliable, and we'll be honest with you when it isn't — but during this phase the service is provided as-is, without warranties and without an uptime commitment. Keep your own copies of information you cannot afford to lose, and don't rely on TruePack as the only safeguard for a pet's critical care.

Limits on our liability, in plain words

If something goes wrong with the service during the trial phase, our responsibility is limited to fixing the problem and, where we agreed on fees, refunding what you paid us for the affected period. We are not liable for indirect losses — lost profits, lost bookings, or damages arising from how the service was used — except where the law does not allow that limitation. Nothing here limits liability that cannot legally be limited.

Changes to these terms

We will update these terms as the product and our legal review mature. If a change meaningfully affects your use, we will tell active facilities by email before it takes effect and update the effective date above. Continuing to use TruePack after that means you accept the updated terms; if you don't, tell us and we will close your account and export your data.

Contact

Questions about these terms, pilots, or anything else: use our contact page. A person will answer.