Terms of Service
The Pup — fed by PupEats · PupEats LLC, Doral, FL · v1.0 · Effective August 2026
1. Agreement and eligibility
1.1 These Terms of Service ("Terms") are a contract between you and PupEats LLC ("The Pup," "we"). By creating an account, or by using the app or thepup.app, you agree to these Terms and our Privacy Policy. If you do not agree, do not use The Pup.
1.2 You must be at least 18 to create an account or book services. The Pup is not directed to children under 13.
1.3 PLEASE READ SECTION 8 (ASSUMPTION OF RISK AND RELEASE), SECTION 10 (LIMITATION OF LIABILITY), AND SECTION 12 (ARBITRATION AND CLASS-ACTION WAIVER). THEY AFFECT YOUR LEGAL RIGHTS.
2. What The Pup is
2.1 A marketplace, not a pet-care provider. The Pup is a technology platform where independent pet-care businesses ("Providers") offer their services and where PupEats LLC offers its food products. Providers are independent businesses. They are not our employees or agents, and we do not direct, control, or supervise their services. When you book a Provider, your contract for services is with that Provider.
2.2 Verification. We review Providers before listing, as described in-app ("How we vet providers"), and re-review periodically. Verification reduces risk; it cannot eliminate it, and we do not guarantee that verification information (including information from third parties) is complete, accurate, or current, or that a verified Provider will perform any particular way. You are responsible for choosing a Provider that is right for your dog.
3. Bookings, payments, and cancellations
3.1 When you book, you authorize us (through our payment processor) to charge your payment method for the booking price, and any cancellation or no-show fees under the Cancellation Policy shown at booking. If payment is collected after service in a transition period, the copy at booking controls.
3.2 Cancellation Policy. Unless the booking screen says otherwise: cancel free until 24 hours before the appointment; cancellations inside 24 hours incur 50% of the booking price; no-shows incur 100%. If a Provider cancels or fails to show, you receive a full refund plus a $20 Pup credit. Full policy: Cancellation Policy.
3.3 Card on file. You consent to us storing your payment method with our processor and charging it per this Section.
3.4 Prices for services are set by Providers. Taxes, where applicable, are added at checkout. Food purchases are subject to Florida sales tax.
4. The Pup Guarantee
4.1 Eligible bookings paid through the platform are covered by the Pup Guarantee, a reimbursement program described in the Pup Guarantee Terms, including caps ($10,000 veterinary reimbursement; $25,000 property/third-party), a $250 member contribution, claim windows (48 hours to notify; 14 days for documentation), and exclusions (including pre-existing conditions). THE PUP GUARANTEE IS NOT INSURANCE AND IS NOT AN INSURANCE CONTRACT; it is a discretionary program we fund, and it is the exclusive remedy we offer for service outcomes, subject to Section 10.
5. Your dog, your information
5.1 You confirm your dog's vaccinations meet legal requirements and any Provider requirements (rabies and bordetella are commonly required for grooming and boarding), and that you have disclosed known bite history, aggression, or a dangerous-dog designation under Florida law. Failing to disclose these voids Guarantee eligibility for the related booking and may make you liable for resulting harm.
5.2 Records you upload are shared with a Provider only when you attach them to a booking or share a link. Providers with a booking need may also see factual care notes recorded by verified businesses (for example, a documented bite incident), as described in the Privacy Policy. You may review and dispute care notes about your dog by contacting [email protected].
5.3 You are responsible for your dog's behavior. Florida law (Fla. Stat. §767.04) holds dog owners strictly liable for bites.
6. Texts and alerts
6.1 Sign-in codes and booking updates are sent by SMS. Optional programs (lost-dog alerts, food reminders, marketing) are governed by the consent choices you make in-app; marketing consent is never a condition of purchase. Reply STOP to opt out; message and data rates apply. Lost-dog alert radius targeting works as described in the Privacy Policy.
7. Pup Points
7.1 Pup Points are a free promotional loyalty program governed by the Pup Points Terms: they are earned as described in-app, have no cash value, are not property, redeem only for PupEats food credit at the stated rate, may expire or be forfeited (including after 30+ day account pauses or on account deletion), and may be adjusted for fraud or error. We may modify or end the program prospectively at any time.
8. Assumption of risk and release
8.1 YOU UNDERSTAND THAT PET-CARE SERVICES CARRY INHERENT RISKS, INCLUDING INJURY, ILLNESS, ESCAPE, OR DEATH OF AN ANIMAL, AND PROPERTY DAMAGE. YOUR USE OF THE PLATFORM AND OF PROVIDER SERVICES IS AT YOUR SOLE RISK.
8.2 TO THE MAXIMUM EXTENT PERMITTED BY FLORIDA LAW, YOU RELEASE PUPEATS LLC AND ITS MEMBERS, OFFICERS, EMPLOYEES, AND AGENTS (THE "PUP PARTIES") FROM ALL CLAIMS ARISING OUT OF OR RELATING TO PROVIDER SERVICES OR YOUR USE OF THE PLATFORM — INCLUDING CLAIMS BASED ON THE NEGLIGENCE OF ANY PUP PARTY, INCLUDING NEGLIGENT LISTING, VERIFICATION, OR MONITORING OF PROVIDERS — EXCEPT CLAIMS THAT CANNOT BE RELEASED UNDER FLORIDA LAW, SUCH AS THOSE ARISING FROM GROSS NEGLIGENCE OR INTENTIONAL MISCONDUCT. THIS RELEASE DOES NOT APPLY TO YOUR RIGHTS UNDER THE PUP GUARANTEE.
9. Acceptable use
9.1 You agree not to: solicit or pay Providers off-platform for bookings originated on the platform; post reviews for bookings you did not complete, or offer or accept anything of value for reviews; misuse lost-dog alerts; scrape or reverse-engineer the platform; or use it for any unlawful purpose. Review content must reflect your genuine experience; we display reviews from verified completed bookings and do not suppress lawful negative reviews.
10. Disclaimers and limitation of liability
10.1 THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED.
10.2 TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE PUP PARTIES' TOTAL LIABILITY FOR ALL CLAIMS RELATING TO THE PLATFORM OR ANY BOOKING IS LIMITED TO THE GREATER OF (A) THE AMOUNTS YOU PAID THROUGH THE PLATFORM IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM OR (B) $100. THE PUP PARTIES ARE NOT LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR THE ACTS OR OMISSIONS OF ANY PROVIDER. SOME JURISDICTIONS DO NOT ALLOW CERTAIN LIMITATIONS; THESE APPLY TO THE FULLEST EXTENT PERMITTED.
11. Indemnification
11.1 You will indemnify the Pup Parties against claims arising from your dog (including bites), your breach of these Terms, your content, or your violation of law.
12. Arbitration and class-action waiver
12.1 Binding individual arbitration. Any dispute between you and The Pup arising out of these Terms, the platform, any booking, or the Guarantee will be resolved by binding arbitration in Miami-Dade County, Florida (or by videoconference), administered by JAMS under its Streamlined Arbitration Rules, under the Federal Arbitration Act. Small-claims court remains available for qualifying individual claims.
12.2 CLASS-ACTION WAIVER. ALL DISPUTES WILL BE ARBITRATED ON AN INDIVIDUAL BASIS ONLY. YOU AND THE PUP WAIVE ANY RIGHT TO PARTICIPATE IN A CLASS ACTION OR CLASS-WIDE ARBITRATION, AND WAIVE JURY TRIAL.
12.3 30-day opt-out. You may opt out of this Section by sending written notice (name, account phone number, statement of intent) to [email protected] within 30 days of first accepting these Terms. Opting out does not affect the rest of the Terms.
13. General
13.1 Florida law governs (without regard to conflicts rules); venue for anything not arbitrated is Miami-Dade County. We may update these Terms; material changes will be notified in-app, and continued use after the effective date is acceptance. If any provision is unenforceable, the rest survive. These Terms plus referenced policies (Privacy Policy, Cancellation Policy, Guarantee Terms, Points Terms) are the entire agreement.
13.2 Food purchases and subscriptions are sold by PupEats LLC under supplemental terms shown at purchase, including the Bones-Back Guarantee below, and auto-renewal disclosures with in-app cancellation.
13.3 Contact: PupEats LLC, Doral, Florida, [email protected].
14. Bones-Back Guarantee (food)
- Applies to your first box only, one per customer.
- If your dog doesn't love it, claim within 7 days of delivery by texting us or emailing [email protected].
- You get a full refund of the first box. No return needed.
Questions: [email protected] · PupEats LLC, Doral, Florida.