PawPay LLC — Terms of Use
Effective Date: July 31, 2026
Last Updated: July 31, 2026
These Terms of Use (“Terms”) govern your access to and use of the PawPay LLC website, mobile applications, APIs, SMS programs, and related services (collectively, the “Services”). By accessing or using the Services, you agree to these Terms. If you do not agree, do not use the Services.
1. What PawPay Does; Your Transaction Agreement Controls
PawPay LLC, a California limited liability company (“PawPay,” “we,” “us”), provides a technology platform that allows pet parents to use their pet insurance benefits at the point of care and allows veterinary providers to be paid at the time of service.
These Terms govern your use of the platform only. The terms of any individual transaction, including payment, fees, insurance claim submission, assignment of benefits, financial responsibility, refunds, and records handling, are governed by the separate agreement you accept when you enroll:
- Pet parents: the Billing & Payment Agreement, Assignment of Benefits, and Claims Submission Authorization.
- Veterinary providers: the Veterinary Provider Agreement, Billing Services & Agency Agreement, and Records Release & Data Handling Authorization.
If these Terms conflict with your enrollment agreement on any transaction matter, your enrollment agreement controls.
PawPay is not an insurance company, insurance broker, or insurance agent. PawPay does not underwrite policies, interpret policy language, or make coverage determinations. All claim decisions — including approval, reduction, and denial — rest solely with the applicable insurance carrier, and PawPay does not guarantee that any claim will be paid.
2. Eligibility and Accounts
You must be at least 18 years old and legally able to enter into contracts. Veterinary providers must be licensed and in good standing in the state where services are rendered.
You agree to provide accurate, complete information and to keep it current. You are responsible for the security of your account credentials and for activity under your account, and you must notify us promptly of any unauthorized access. Veterinary providers must maintain two-factor authentication at all times.
3. Financial Responsibility
You are financially responsible for the veterinary services you receive. If your insurance carrier does not pay, reduces, or delays payment on a claim, the unpaid amount remains your responsibility on the terms set out in the agreement you accepted at the time of service, including the notice and response period that agreement provides. PawPay does not charge interest, finance charges, late fees, or collection fees on any amount you owe. Any fees applicable to your transaction are disclosed to you before you pay and itemized on your receipt.
4. Payments and ACH Authorization
Payments are processed through licensed third-party payment processors. By providing bank account or payment card information in connection with a transaction, you authorize PawPay and its processors to charge or debit that account for that transaction, and to credit, correct, or reverse that charge. This authorization is limited to the transaction for which you provide the information and to any refund or correction of it. This authorization remains in effect until the transaction and any refund or correction are complete, or until you revoke it in writing and we have had a reasonable opportunity to act on it. Please contact us at support@pawpay.com before disputing a transaction with your financial institution so we can attempt to resolve it.
PawPay will not debit or charge your account for any amount that becomes payable after your transaction is completed, including any amount your insurance carrier does not pay. Amounts of that kind are billed to you by written notice and may be paid by any method we make available. Payment by electronic funds transfer is never required.
We may place holds on, decline, suspend, or reverse transactions where necessary to comply with applicable law, to correct an error, or where we reasonably suspect fraud.
5. Sanctions and Anti-Money-Laundering
You represent that you are not identified on any U.S. sanctions list, are not located in or ordinarily resident in a sanctioned jurisdiction, and that funds used in connection with the Services are not derived from unlawful activity. You agree to comply with applicable anti-money-laundering and sanctions laws.
6. Communications
By providing your mobile number and opting in, you consent to receive calls and transactional text messages from PawPay about your account, payments, claims, refunds, and any amount you owe. Message frequency varies; message and data rates may apply. Reply HELP for assistance.
You may withdraw your consent at any time by replying STOP to a text message, by telling us during a call, or by any other reasonable means, including by contacting support@pawpay.com. Promotional messages are sent only with separate opt-in, and you may opt out of promotional messages without affecting transactional messages about your account.
By using the Services, you consent to receive communications electronically under the U.S. E-SIGN Act and agree that electronic communications satisfy any requirement that a communication be in writing.
7. Prohibited Conduct
You may not:
- submit false, fraudulent, or misleading claims, invoices, or documentation;
- misrepresent insurance coverage or policy status;
- divert or attempt to divert any payment owed to PawPay under your enrollment agreement;
- reverse engineer, scrape, or attempt to access the source code of the Services;
- interfere with the security or integrity of the platform; or
- use the Services for any unlawful purpose.
We may suspend or terminate access for any violation of these Terms.
8. Intellectual Property
The Services, including all software, APIs, content, and branding, are owned by PawPay LLC or its licensors. No rights are granted except as expressly stated in these Terms.
9. Disclaimer of Warranties
THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE MAXIMUM EXTENT PERMITTED BY LAW, PAWPAY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, ACCURACY, AND UNINTERRUPTED SERVICE.
10. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, PAWPAY SHALL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS OR BUSINESS OPPORTUNITIES, INSURANCE CLAIM DENIALS, OR PAYMENT PROCESSING DELAYS. PAWPAY’S TOTAL AGGREGATE LIABILITY UNDER THESE TERMS SHALL NOT EXCEED THE GREATER OF (A) ONE THOUSAND DOLLARS ($1,000) OR (B) THE FEES PAID TO PAWPAY IN THE TWELVE MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM.
NOTHING IN THIS SECTION LIMITS PAWPAY’S OBLIGATION TO PAY OR REMIT AMOUNTS DUE UNDER AN ENROLLMENT AGREEMENT, TO ISSUE ANY REFUND OR CREDIT REQUIRED BY AN ENROLLMENT AGREEMENT, TO APPLY INSURANCE PAYMENTS RECEIVED AS AN ENROLLMENT AGREEMENT REQUIRES, OR ANY LIABILITY THAT CANNOT BE LIMITED UNDER APPLICABLE LAW.
11. Indemnification
If you are a veterinary provider, you agree to indemnify and hold harmless PawPay LLC and its members, managers, officers, and affiliates from claims, damages, losses, and expenses arising out of your fraudulent or misleading submissions, your misrepresentation of insurance coverage, your provision of veterinary services, or your breach of these Terms.
If you are a pet parent, you agree to indemnify PawPay only for claims, damages, losses, and expenses arising out of your fraud or intentional misrepresentation.
12. Dispute Resolution
Except as the Veterinary Provider Agreement or the Billing Services & Agency Agreement provides otherwise, any dispute arising out of these Terms or your use of the Services will be resolved by binding individual arbitration in the State of California.
You waive the right to a jury trial and to participate in any class, collective, representative, or consolidated proceeding. This waiver does not apply to a claim for public injunctive relief, which may be brought in a court of competent jurisdiction; if such a claim is asserted, it will be severed and stayed pending arbitration of the remaining claims.
Either party may bring an individual claim in small claims court where permitted by law.
13. Governing Law
These Terms are governed by the laws of the State of California, without regard to conflict-of-law principles, except as the Veterinary Provider Agreement or the Billing Services & Agency Agreement provides otherwise.
14. Changes to These Terms
We may update these Terms. We will post the updated Terms with a revised “Last Updated” date and, where the change is material, provide notice. Continued use after the effective date of a change constitutes acceptance.
Fees charged to a veterinary provider are set by that provider under the Veterinary Provider Agreement and the Billing Services & Agency Agreement, and changes to them are governed by the notice provisions of those agreements. Fees charged to a pet parent are disclosed before payment for each transaction, and no change to these Terms changes the fees for a transaction already completed.
15. Privacy
Your use of the Services is also governed by our Privacy Policy at pawpay.com/privacy-policy, incorporated by reference.
16. Severability
If any provision of these Terms is held invalid or unenforceable, that provision will be limited or removed to the minimum extent necessary and the remaining provisions will continue in full force. If the class, collective, or representative waiver in Section 12 is held unenforceable as to any claim, that claim will proceed in a court of competent jurisdiction and the remainder of Section 12 will continue to apply to all other claims.