Terms of Service

1What changed on 11 October 2026

These terms now also cover pet owners who use the free PetGrid app, with or without a clinic: Pip and the symptom helper, sharing and lost pet pages, Invite my vet, texts and notifications, the Shop, and closing an account. For practices, they add the rules for messages and calls to clients, and say that records an owner keeps for themselves are the owner's.

2Who these terms are between

These terms are an agreement between 1000953036 Ontario Corp., operating as PetGrid, an Ontario corporation with its registered office at 7 Summerland Terrace West, Suite PH05, Etobicoke, Ontario M9A 0B6, Canada ("PetGrid", "we") and two kinds of user. A veterinary practice that subscribes to the service ("the Practice", "you" in the sections for practices) accepts them on the Practice's behalf by creating a practice on PetGrid or using it, and confirms it is authorised to do so. A pet owner who uses the PetGrid app ("you" in the sections for pet owners) accepts them by creating an account.

Sections whose heading starts with "Practices" apply only to practices, sections whose heading starts with "Pet owners" apply only to pet owners, and the rest apply to both.

The PetGrid app is free for pet owners. PetGrid never charges a pet owner. A practice may charge its own clients for its own services, as it always has.

What PetGrid does with personal information is set out in the Privacy Policy, which forms part of these terms.

3What PetGrid provides

For practices, PetGrid is practice-management software with a client-facing application carrying the Practice's own name, logo and colour. It covers appointment scheduling and requests, clinical records, immunisation and laboratory history, prescriptions and refill requests, care reminders, invoicing and card payments, messaging and texts between the Practice and its clients, video visits, AI features that draft for the Practice's staff, and an optional AI phone receptionist.

For pet owners, PetGrid is an app to keep their pets' records, documents and photos in one place, set care reminders, share records with a vet, a sitter or a kennel, make a page for a lost pet, find a veterinary clinic on a map, and ask Pip, the app's assistant, for help using the app. It works with no clinic. When an owner's clinic uses PetGrid, the same login also opens that clinic's app, for booking, messages, records and payments.

We provide the software. We do not provide veterinary care, veterinary advice, or any clinical judgement, and nothing PetGrid displays is a recommendation about the treatment of an animal.

4PetGrid is not a veterinarian or a medical device

PetGrid is a record-keeping and communication tool. It is not a diagnostic system and has not been submitted for or granted any regulatory clearance as a medical or veterinary device.

Care reminders, due dates and any similar prompts are generated mechanically from dates a practice or an owner has entered. They are a convenience, not a clinical instruction, and they do not replace a veterinarian's judgement.

Pip, the owner app's assistant, and the symptom helper are not a veterinarian or a vet tech. They do not diagnose, do not name medicines or doses, and do not say a pet is fine. If a pet may be unwell, call a veterinarian; in an emergency, call your clinic or the nearest emergency clinic at once.

A practice remains responsible for every clinical decision and for meeting its own professional and record-keeping obligations.

5Practices: accounts and who may use them

The Practice is responsible for who it admits to its console and for the role it gives them. Roles control which screens a person can open: practice administrators can reach billing and settings, veterinarians and technicians reach clinical records, and front-desk staff reach scheduling, clients and invoicing.

Accounts are personal. The Practice must not share a single login between people, and must remove access promptly when someone leaves. Anyone the Practice grants administrator rights can change what every other member of that practice can see. PetGrid may require practice administrators, or every member of staff, to use two-step sign-in.

6Practices: fees

A new practice may use PetGrid free for 14 days from the day it is created, with no payment details required. When the trial ends, access to the console and to the Practice's client app is suspended until the Practice subscribes; there is no further grace period. Throughout the trial every member of staff sees how long is left.

A Practice that subscribes during its trial keeps the days remaining: the first charge is taken when the trial would have ended. Our payment processor requires at least 48 hours' notice of a first charge, so a Practice that subscribes in the last two days of its trial is charged from the day it subscribes.

PetGrid may extend a Practice's free trial or offer a founding clinic price. An extended trial is still the Practice's trial, ending on the date given to the Practice. A founding clinic price is a percentage off the practice fee and the veterinarian seats (30% unless another figure is stated when it is offered) for the first 12 months of the subscription started with it. It does not apply to add-ons, top-ups or extra minutes.

The subscription is $259 CAD per practice per month, plus $90 CAD per veterinarian per month, in Canadian dollars. A Practice in the United States is billed the same plan in US dollars, at the amounts shown on the pricing page. All amounts exclude any sales tax, VAT or GST, which is added where applicable.

A seat is a staff member recorded with the role of veterinarian. Vet technicians, nurses, front-desk staff and practice administrators do not count towards the seat charge, and neither does any pet owner using the client app.

The seat count is taken from the Practice's own staff list at the start of each billing period. If the Practice adds a veterinarian mid-period, the change takes effect from the following period; PetGrid does not pro-rate within a period in either direction.

Fees are billed monthly in advance and are not refundable for a period already begun, except where required by law.

We may change these fees on at least 30 days' written notice, sent by email to the Practice's administrators. A change applies from the first billing period that starts after the notice period ends. If the Practice does not accept a change it may cancel before the change takes effect, and it will not be charged the new fee.

7Practices: your own billing stays yours

Invoices the Practice raises to its own clients are the Practice's. PetGrid records what the Practice tells it was charged and paid.

8Practices: card payments from your clients

The Practice can take card payments from its clients through PetGrid: pay links on invoices, a client's saved card, refunds, and a Stripe card reader at the front desk. Each of these is off until the Practice switches it on, and each works only once the Practice has connected its own Stripe account.

The Practice is the merchant for every one of these payments, on its own Stripe account. Stripe's own terms for connected accounts apply between the Practice and Stripe, and the Practice accepts them when it connects. Payouts, disputes, chargebacks and Stripe's processing fees are between the Practice and Stripe.

Card details go from the client straight to Stripe. They never touch PetGrid's servers, and PetGrid does not store card numbers. PetGrid keeps only what it needs to show the payment on the invoice, such as the amount, the date, the card brand and the last four digits.

PetGrid charges no fee on these payments unless the Practice has agreed to one in writing. Without such an agreement the fee is zero.

The Practice is responsible for having its clients' permission before saving a card or charging a saved one, and for its refund and cancellation policies. PetGrid records the words a client agreed to when a card is saved.

9Practices: AI features and add-ons

AI Assist (note drafting, history summaries and suggested replies) is included in every subscription, with 3 million tokens of use per veterinarian a month, shared across the Practice. An administrator can buy a top-up of 1 million tokens for $12; a top-up is used only in the calendar month it is bought and expires at the end of that month.

AI Front Desk is an optional paid add-on that answers the Practice's phone: $249 a month with 500 call minutes, or AI Front Desk Plus at $499 a month with 1200 call minutes, each with a monthly AI usage allowance, whichever runs out first. A month is the calendar month in the Practice's own time zone. Administrators are warned at 80% of an allowance. With AI Front Desk on, the Practice's client app can also answer simple questions from its clients from the Practice's clinic memory, before a member of staff replies.

When an allowance runs out, calls ring through to the Practice as normal. If, and only if, an administrator has switched extra minutes on, the receptionist keeps answering and each minute past the allowance is charged at $0.35, billed after the month ends. Each call is rounded up to the whole minute.

The Early clinic offer: the first 10 practices to subscribe to AI Front Desk or AI Front Desk Plus pay 50% less for it for their first 6 months. The allowances are the same as for every other practice, and top-ups and extra minutes are at full price.

Add-on prices are in the Practice's billing currency, exclude sales tax, and follow the same notice rule for changes as the subscription. An add-on can be cancelled at any time, effective at the end of the billing period.

Everything AI writes is a draft. A member of the Practice's staff must review a note, summary or reply before it is saved to a record or sent to a client, and the Practice is responsible for what it saves and sends. The phone receptionist does not give medical advice, and the Practice decides what it is taught to say.

Call recording is off unless the Practice turns it on. A Practice that turns it on is responsible for meeting the rules on recording calls where it and its callers are; PetGrid's receptionist tells each caller at the start of the call.

An administrator can switch AI features off for the whole Practice in Settings, and a pet owner can opt a pet out. What each of those stops is set out in the Privacy Policy.

10Practices: messages and calls to your clients

Reminders, texts, newsletters, review requests and confirmation calls that the Practice sends through PetGrid are sent in the Practice's name, and the Practice is the sender under Canada's anti-spam law (CASL) and any similar law that applies to it.

PetGrid sends a newsletter or other promotional message only to clients recorded as having agreed to receive one, sends texts only once the client's yes is on record for that number (typed back as a code sent to it, texted from it, or recorded by the Practice's staff), and honours STOP replies and unsubscribe links automatically. The Practice is responsible for any consent its staff record, and for what its messages say.

11Practices: records, and who owns them

Clinical records, client details, patient details and messages entered into PetGrid belong to the Practice. PetGrid holds and processes them on the Practice's instructions in order to provide the service, and does not sell them, rent them, or use them to train models.

Each practice's data is isolated from every other practice at the database level as well as in the application. The one exception is a platform administration view used by PetGrid staff for support and for counting billable seats; it is restricted to a named list of individuals.

Records a pet owner keeps in the PetGrid app for themselves are the owner's, not the Practice's. They reach the Practice only when the owner chooses to send them and the Practice accepts them; the copy the Practice accepts then becomes part of its records.

The Practice is responsible for the accuracy of what it enters and for having the authority to enter it.

12Pet owners: using the free app

You can create an account with your name and an email address you confirm. You must be old enough to enter a contract where you live, and the information you give must be true.

For now, people who live in Quebec cannot create an account for the free owner app. They can still view the public clinic map.

Your account is personal. Keep your login to yourself, and tell us at once if you think someone else has used it.

When your veterinary clinic uses PetGrid, the clinic's records and the services it offers you in its app are between you and the clinic. These terms cover the app itself; the clinic's own terms and fees cover its care.

13Pet owners: Pip and the symptom helper

Pip helps you use the app. It answers from your own information in the app and from official pet-care guides, and hands anything else to your clinic or to the vet map. It never guesses.

If you are a client of a PetGrid clinic that has switched it on, the symptom helper can give general information from vetted sources about what you describe, and tell you when to call a vet. It is not a veterinarian, does not diagnose, and does not name medicines or doses. What it says is not advice for your pet. Always ask your veterinarian.

Some of Pip's answers use AI, as set out in the Privacy Policy. AI can be wrong. Check what it tells you against the records themselves, and turn AI off for a pet at any time.

14Pet owners: what you add and what you share

What you add to the app (your pets, records, documents, photos and notes) stays yours. You let PetGrid store it, show it to you and to the people you choose to share it with, and process it as the Privacy Policy describes, only to run the app for you.

Records you enter are not checked by a clinic, and PetGrid does not check them either. The vaccine card says so. You are responsible for what you enter and for having the right to upload it.

You decide what to share. A vet code lasts 24 hours and can be opened by up to 10 people, a share link lasts the number of days you choose (up to 30), and a lost pet page is public to anyone with its link or poster for up to 60 days and shows the contact details you choose. Anyone you share with can see, copy or keep what you shared, and PetGrid cannot take back a copy once it has been seen. You can turn any share off at any time.

When you send records to a clinic and it accepts them, the clinic's copy becomes part of its records and its own rules apply to it.

15Pet owners: Invite my vet

When you ask for a clinic on the map to join PetGrid, PetGrid counts your request, and the clinic can be told how many pet owners asked. It is not told who asked unless you choose the email below.

If you are signed in, you can also choose to have PetGrid send the clinic one email on your behalf. The email names you in full, gives your email address so the clinic can reply to you, and says it is sent because you asked. PetGrid sends it only once for you and that clinic, and not at all to an address that has asked PetGrid not to write.

Only ask PetGrid to send that email to a clinic you know, such as your own vet. By asking, you confirm that you know the clinic and are happy for PetGrid to use your name and email address in that one message.

16Pet owners: texts, emails and notifications

PetGrid sends you the emails your account needs, such as invitations, the records you ask for and the reminders you set. Reminder and digest emails carry a link to stop them.

Notifications on your phone or computer are sent only once you turn them on for that device, and can be turned off in your account or your device settings.

Texts come only from a PetGrid clinic you are a client of. If you turn texts on in the app, they start only once you confirm your number with the 6-digit code texted to it. Reply STOP to any text to stop them. Your phone company's usual rates for texts may apply.

17Pet owners: shop links

The app's Shop links to products sold by other businesses, such as Pet Valu. PetGrid does not sell them, and the seller's own terms, prices and policies apply to anything you buy. Some links are affiliate links: PetGrid may earn a commission on a purchase made through one, at no cost to you.

18Pet owners: closing your account

You can delete the records you hold in the app, and your account, yourself at any time from your account page; when you have no PetGrid clinic, that also deletes your login. You can download a copy of everything first.

If you are a client of a PetGrid clinic, you can ask to close your account at that clinic from the app. The clinic confirms it, and keeps the records it must keep under the rules for veterinary records.

We may suspend or close an account that breaks these terms, or where the law requires us to. Where we can, we will tell you first and give you the chance to download your records.

19Acceptable use

No one using PetGrid may:

• use PetGrid for anything unlawful, or in breach of their professional obligations
• upload material they have no right to upload, or other people's information without the right to share it
• attempt to reach another practice's or another person's data, or to defeat the isolation between practices
• use a share link, a lost pet page, Invite my vet or messaging to harass anyone or to send spam
• probe, scan or load-test the service without written permission
• resell or white-label PetGrid to another practice without an agreement to do so

20Availability and support

We aim to keep PetGrid available and to fix faults promptly, but the service is provided as is. We do not commit to a guaranteed uptime percentage, and we may take the service down for maintenance.

Support is by email at petgrid@petgrid.vet, Monday to Friday, 9:00 to 17:00 Eastern Time, excluding Ontario statutory holidays. We aim to reply within one business day, and sooner where a fault stops a practice from using PetGrid. These are targets we work to, not a service-level guarantee, and no credit or refund follows from missing one.

PetGrid depends on third-party infrastructure listed in the Privacy Policy. An outage at one of those providers can interrupt the service, and is outside our control.

21Practices: ending the agreement

The Practice may cancel at any time, effective at the end of the current billing period.

If a payment fails, or the subscription ends, the Practice keeps full access for 7 days. Throughout that period every member of the Practice's staff sees a notice in the console giving the exact date access will pause, and the Practice's administrators can restore payment from it. If payment has not been restored by then, access to the console and to the Practice's client app is suspended. Nothing is deleted during a suspension, and access returns as soon as payment goes through.

Pet owners using a suspended Practice's client app are told only that it is unavailable and to contact the Practice directly. They are not told why. Records they keep in the PetGrid app for themselves are not affected.

We may also suspend or end access where the acceptable-use rules above are broken, or where we are required to by law.

While the Practice has access, including the grace period above, a practice administrator can download all of the Practice's records at any time from Settings, as one ZIP file: every table as a CSV file, all of it in one JSON file, a PDF of each patient's record, of each issued invoice and credit note and of each signed form, and the files and photos stored in PetGrid.

When the subscription ends, the Practice's records are kept for 30 days so that the Practice can take a copy. Until access is suspended, an administrator can still download it from Settings. After that, or if the download does not work, a practice administrator can ask petgrid@petgrid.vet for the same export, and we will provide it at no charge. After those 30 days the records are deleted from the live database, and any copy remaining in our backups is deleted as those backups expire, within 35 days. A Practice that needs its records for longer, for example to meet a professional retention rule, should ask for its export before the window closes.

22Liability

Nothing here excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud, and nothing here takes away a right a pet owner has under the consumer protection law where they live.

Subject to that, neither PetGrid nor a practice is liable to the other for indirect, special or consequential loss, or for loss of profit, revenue or goodwill.

Subject to the same exception, PetGrid's total liability to a practice arising out of or relating to these terms, however it arises, is limited to the fees the Practice paid PetGrid in the twelve months before the event giving rise to the claim. During a free trial, when no fees have been paid, PetGrid's total liability is limited to one hundred Canadian dollars.

The app is free for pet owners. Subject to the same exception, and to the extent the law allows, PetGrid's total liability to a pet owner is limited to one hundred Canadian dollars.

PetGrid is not liable for clinical decisions, for the accuracy of what a practice or an owner enters, for what someone does with records an owner chose to share, or for a practice's compliance with its own regulatory obligations.

23Changes to these terms

We may update these terms. Where a change materially reduces a practice's rights we will email the Practice's administrators at least 30 days before it takes effect, and the Practice may cancel before that date. Where a change materially reduces a pet owner's rights we will email them before it takes effect, and they may close their account. Continuing to use PetGrid after a change takes effect is acceptance.

24Governing law

These terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there, and the courts of that place have exclusive jurisdiction, except where the consumer protection law where a pet owner lives gives them the right to bring a claim in their own courts.