Terms of Service

Agreeing to these terms

These terms are a binding contract. By creating an account, accepting them, or using Reeve, you agree to them, including the Acceptable use rules and the Privacy Policy. If you don't agree, don't use Reeve.

Please read Disputes. It says disputes go to individual arbitration, not court, and that you give up class actions.

Reeve is for businesses only, not for personal, family or household use.

Who can use Reeve

You must be at least 18, run a pet-care business in the United States, and use Reeve for that business. If you accept these terms for a company, you confirm you can bind it, and "you" means the company. You may not use Reeve if US law bars you from it.

What Reeve is, and what it isn't

Reeve is software that helps you run the business side of pet care: client and pet records, scheduling, texts and emails to clients, invoices, reports and Reeve AI (together, the "Services").

Reeve is software only. Reeve is not a pet-care provider. You alone provide walking, sitting, grooming and any other care to your clients. Reeve doesn't provide, supervise, control, endorse or guarantee any pet-care service. We aren't a party to any booking or agreement between you and your clients, we don't employ you, and we make no promise about the quality, safety or outcome of your services.

Your relationship with your clients is yours. Your services, prices, cancellation and refund rules, payments, the care of pets, and any dispute are between you and your client, and you take all the risk of them. When a client pays you online, the payment is made on your own Stripe account, with you as the seller, and the money goes to you. When a client pays through another of your payment links, such as Venmo or PayPal, the money goes straight to you. Either way, Reeve doesn't hold it and takes no share of it. Stripe charges you its own processing fees, and your Stripe account is subject to Stripe's terms. Refunds and disputes on those payments are between you, your client and Stripe.

Reeve AI

Reeve AI works over text messages (SMS). It reads your clients' texts and drafts replies and changes, such as a booking moved or details updated. It can tell clients about updates you have already approved. Everything else waits for your approval. Reeve also uses AI to spot texts that ask to stop messages, and to check outgoing texts for marketing content, as carrier rules require.

AI can be wrong, incomplete or inappropriate. It helps you; it doesn't replace your judgment. You are responsible for reviewing what you approve, and for every message sent from your account, whether you wrote it, approved it, or Reeve sent it automatically because of your settings. Reeve AI doesn't give veterinary, medical, legal or financial advice. The Texting rules apply to AI-drafted and automatic messages too.

Your account and your Staff

Sign-in is handled by our provider, Clerk. Give accurate information and keep it up to date. Keep your sign-in details safe. You're responsible for everything done under your account, including by your Staff. Tell us at privacy@reeve.pet right away if you think someone has used your account without permission.

If you add Staff, you're responsible for making sure they follow these terms and for what they do with the information they can see.

Plans, trial and billing

Prices. Our plans and prices are on our pricing page and in the app when you buy. Today they are:

• Solo: $49 a month.
• Team: $99 a month for up to 4 people, then $15 a month for each extra person. People means you plus every Staff member with an active account.
• Reeve AI add-on: from $39 a month, with 100 tasks included. A task is one client request Reeve AI handles and you approve. Past your allowance, tasks are charged at the rate on the pricing page, up to the monthly limit you set.
• Texts: each plan includes 300 texts a month per person. Past that, texts are 2¢ each. We tell you at 75% and 100%.
• Reeve number: a one-time $19, charged when you register your business number in the app.
• Yearly plans cost 10 times the monthly price. All prices are in US dollars. We never charge a percentage of your bookings.

Trial. A new business gets a 15-day free trial with 50 Reeve AI tasks. A card is required when you start. Your plan starts, and your card is charged, on day 16 unless you cancel before then. If there's no card on file when the trial ends, the trial is cancelled. One trial per business.

Automatic renewal. Your plan renews automatically every month (or year, on a yearly plan) at the price in effect, until you cancel. You authorize us and Stripe to charge your card for each renewal, for usage past your allowances, and for the Reeve number fee.

Changes to your team. On a monthly plan, adding or removing people changes your next invoice, with a credit or charge for the part of the month that's left. On a yearly plan, adding people is charged right away for the rest of the year, and removing people leaves a credit on your account, not a refund to your card.

Payment. Stripe processes payments. We never store full card numbers. Your use of Stripe is also subject to Stripe's terms.

Taxes. Prices don't include taxes. You pay any sales, use or similar taxes, other than taxes on our income.

Price changes. We'll give you at least 30 days' notice by email or in the app before a price change, which applies from your next renewal. If you don't agree, cancel before then.

Failed payments. If a payment fails, we may limit or pause your account until it's paid. You still owe the amount due.

Cancelling and refunds

You can cancel any time in Settings in the app. Cancelling stops the next renewal. You keep everything you've paid for until the end of the period you've paid for, and nothing more is charged after that. Then your account turns read-only. Your data isn't deleted, and you can come back any time.

If you cancel during the trial, your plan never starts and you aren't charged for it.

Fees aren't refundable, except where the law requires a refund. That includes the rest of a monthly or yearly period after you cancel, and switching from yearly to monthly. The $19 Reeve number fee isn't refunded if carriers turn down your number or you leave before it's live. If carriers ask for a fix, we resubmit it for free.

To delete your account and its data, see Ending your account.

Your data

"Your Data" is everything you and your Staff put into Reeve, or that your clients send you through it: client and pet records (including health, vaccination and behavior notes and photos), veterinarians, home access details, bookings, invoices, visit reports, and messages.

You own Your Data. You give us permission to store, copy, send, display and process it only to provide, secure and improve Reeve, to send the messages you direct, and as our Privacy Policy describes. That permission ends when Your Data is deleted, except for copies in backups until they expire and what the law requires us to keep.

Other people's information. Your Data includes information about people who don't have Reeve accounts and never agreed to these terms: your clients, their households and their vets. You confirm you have every right and consent needed to collect that information, to put it into Reeve, and to let us process it for you. You're responsible for giving them any privacy notice the law requires.

Our roles. For information about your clients and their pets, you are the controller (or "business"). Reeve is your service provider (or "processor"): we process it only on your behalf, to provide Reeve to you, and we don't sell it or use it for advertising.

Texting: your responsibilities

Reeve lets you text your clients from your own Reeve number, through our provider Twilio. You are the sender of every message sent from your account. Reeve provides the tools.

For every person you text through Reeve, you promise to:

• get their consent first, including prior express written consent where the law requires it, and keep a record of it. Reeve records the consent a client gives on your intake form or booking-request page, or by texting YES or START;
• text only people who have a relationship with your business, about that relationship, such as visit confirmations, reminders, visit reports and invoices;
• name your business in your messages;
• honor opt-outs right away, and never text someone who has opted out or not consented;
• follow every law and rule that applies to texting, including the Telephone Consumer Protection Act (TCPA), the Telemarketing Sales Rule, state telemarketing and texting laws, CAN-SPAM for email, the CTIA Messaging Principles, A2P 10DLC registration rules, and the policies of carriers and Twilio; and
• respect quiet hours and reasonable message frequency.

How clients control texts. Reeve handles these replies automatically. You remain responsible for honoring them.

• STOP (or STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, REVOKE or OPTOUT) stops texts. The client gets one confirmation and nothing after it. Reeve also turns texts off when a client asks in plain words, such as "please stop texting me", and tells you.
• START, UNSTOP or YES starts texts again, with a confirmation that names your business, says message frequency varies and that message and data rates may apply.
• HELP or INFO replies with your business name, how to reach you, and how to opt out.

Clients who haven't opted in get automatic messages by email instead of text. Message and data rates may apply to your clients.

We aren't responsible for your messages. We don't review your messages before they're sent and don't have to. You alone are responsible for their content and for the consent behind them. Your promise to cover our losses in Indemnity includes claims about your messages, including TCPA claims.

Delivery. Texts depend on Twilio and the mobile carriers. Messages can be delayed, filtered or blocked, and carriers can reject or suspend a number. We don't guarantee delivery or carrier approval and aren't responsible for these failures.

Messages to you. You agree to receive emails, texts and in-app messages from us about your account, billing and the Services.

Acceptable use

You won't, and won't let anyone else, use Reeve to:

• break any law or anyone's rights;
• send spam or unwanted messages, or do anything deceptive or fraudulent;
• upload anyone's personal information without the rights and consent to do so;
• harass, threaten, defame or harm anyone;
• upload malware, or disrupt or overload Reeve or the networks it uses;
• get into accounts, systems or data you aren't allowed to;
• copy, change or reverse engineer Reeve, or try to get its source code;
• scrape Reeve or access it with bots, except as we allow;
• resell Reeve or give access to anyone other than your own Staff; or
• build a competing product.

Messages you may not send. Reeve is for pet-care business messages only. Don't send messages that contain or promote:

• sex, hate, alcohol, firearms or tobacco, including vaping and cannabis (the content carriers restrict);
• anything illegal, deceptive or fraudulent, including phishing and scams;
• high-risk financial offers such as payday loans, debt collection that breaks the law, or get-rich-quick schemes;
• harassing, threatening, hateful or sexually explicit content;
• anything that breaks carrier or Twilio policies; or
• public link shorteners, or anything meant to get around carrier filtering.

Calls to your Reeve number are forwarded to your own phone. Use that lawfully, and follow any law on recording calls.

Enforcement. We may look into suspected misuse, remove content, suspend or close accounts, and report unlawful activity to carriers, providers or the authorities. We may act at once when a carrier, provider or the law requires it. Breaking these rules is a material breach of these terms. Report misuse to privacy@reeve.pet.

Services from other companies

Reeve relies on other companies, including Amazon Web Services, Clerk, Twilio, Stripe, Cloudflare, Datadog and Google. Our Privacy Policy lists them. We aren't responsible for their services, their availability, or what they do, and your use of them may be subject to their own terms. We may change providers.

Google Maps. Reeve uses Google Maps Platform for address search, maps and drive times. By using these features you agree to Google's Terms of Service and the Google Maps/Google Earth Additional Terms of Service, and Google's Privacy Policy describes how Google handles data for them.

Google Calendar. If you connect Google Calendar, Reeve adds your visits to a calendar it creates in your Google account. You can disconnect it at any time.

Our property

Reeve, its software and its content belong to us or our licensors. While you have an account, we give you a limited, non-exclusive, non-transferable right to use Reeve for your own business, under these terms. We keep every other right.

If you send us ideas or feedback, we may use them freely, without paying you or owing you anything.

Suspension

We may suspend or limit your account if you break these terms; if your use puts Reeve, other users, carriers or anyone else at security, legal or operational risk; if a carrier, provider or the law requires it; or if a payment is overdue. We'll give notice when we reasonably can, but we may act at once for serious problems. You still owe fees while suspended.

Ending your account

These terms apply while you have an account or use Reeve.

You can cancel your plan at any time (see Cancelling and refunds). The account owner can also ask to delete the account in Settings, or by emailing us. There are 30 days to change your mind; after that, we delete the account and Your Data as our Privacy Policy describes. Deleted data can't be recovered.

We can end these terms or close your account: if you break them and don't fix it within 10 days of our notice; at once for breaking the Texting or Acceptable use rules, for not paying, or for unlawful use; or with 30 days' notice if we stop offering Reeve.

After it ends, your right to use Reeve ends. If you ask within 30 days, we'll help you get a copy of Your Data in a common format. Your Reeve number may be released, and we can't promise you'll get it back. Sections that by their nature should continue, including What Reeve is, Your data (other people's information), Texting (our responsibility), Our property, Disclaimers, Limits on liability, Indemnity and Disputes, continue after these terms end.

Disclaimers

Reeve is provided "as is" and "as available", without warranties of any kind, whether express, implied or statutory, including any implied warranty of merchantability, fitness for a particular purpose, title or non-infringement, except as these terms say. We don't promise Reeve will be uninterrupted, error-free or secure, or that messages will be delivered.

No pet-care or professional advice. Reeve, including Reeve AI, doesn't give pet-care, veterinary, medical, legal, tax or financial advice. Pet records, AI drafts and other suggestions are there for your convenience. They don't replace your own judgment or a veterinarian's care.

We aren't responsible for pet-care services or disputes with clients, including any injury, illness, loss or death of an animal, damage to a client's home or property, no-shows or cancellations, and any non-payment or claim between you and your clients.

Limits on liability

To the fullest extent the law allows, neither party is liable for indirect, incidental, special, consequential, exemplary or punitive damages, or for lost profits, revenue, data or business, arising out of or related to these terms or Reeve, even if told they were possible.

To the fullest extent the law allows, Reeve's total liability for all claims arising out of or related to these terms or Reeve is limited to the greater of the fees you paid us in the 12 months before the event that caused the claim, or $100.

These limits don't apply to your payment obligations or to your promises in Indemnity. Where a law doesn't allow a limit, it applies as far as the law allows. Our prices reflect these limits, and both parties rely on them.

Indemnity

You will defend us and cover our losses (indemnify us), including our officers, members, employees and agents, against any third-party claim, and any resulting damages, settlements, costs and reasonable attorneys' fees, arising out of or related to:

• Your Data, or how you collect, use or share personal information, including about your clients and their pets;
• messages sent from your account, including any claim under the TCPA or a similar law;
• the pet-care or other services you provide, including any injury, loss or dispute;
• your breaking these terms or the law, or anyone's rights; or
• what your Staff or anyone you let use your account do or fail to do.

We may join the defense with our own lawyer, at our cost. You won't settle a claim in a way that makes us liable or admits fault for us without our written consent.

Disputes

Governing law. These terms are governed by the laws of the Commonwealth of Virginia, without regard to conflict-of-laws rules. The UN Convention on Contracts for the International Sale of Goods doesn't apply.

Talk to us first. Before bringing any claim, email privacy@reeve.pet with a description of it, and give us 30 days to try to resolve it informally.

Arbitration. Any dispute arising out of or related to these terms or Reeve that we can't resolve will be settled by final and binding arbitration, on an individual basis, administered by the American Arbitration Association under its Commercial Arbitration Rules, held in Virginia or by video. A court with jurisdiction may enter judgment on the award.

No class actions. You and Reeve may each bring claims only as individuals, not as a plaintiff or class member in any class, collective or representative proceeding. The arbitrator may not combine claims or hear a class proceeding.

Exceptions. Either party may bring an individual claim in small-claims court, or ask the state or federal courts in Virginia to stop misuse of intellectual property or confidential information. Both parties agree to those courts' jurisdiction for that.

General terms

• Changes. We may update these terms. For a significant change, we'll tell you by email or in the app before it takes effect. Using Reeve after the effective date means you accept the change. If you don't, stop using Reeve and cancel.
• Entire agreement. These terms, including the Acceptable use rules, and the Privacy Policy are the whole agreement between you and Reeve about the Services, and replace any earlier ones.
• Severability. If part of these terms can't be enforced, the rest stays in effect, and that part is changed only as much as needed to make it enforceable.
• No waiver. If we don't enforce a term, we haven't given it up.
• Assignment. You may not transfer these terms without our written consent. We may transfer them in a merger, acquisition, financing or sale of assets.
• Events outside our control. Neither party is liable for delays or failures caused by things beyond its reasonable control, such as outages at carriers, hosting or other providers, internet failures, natural disasters or government action.
• Independent parties. These terms don't create an employment, agency, partnership or joint-venture relationship.
• Notices. We may send notices to your account email or in the app. Send notices to us at privacy@reeve.pet and 44679 Endicott Drive, Suite 300 #3138, Ashburn, VA 20147.
• Electronic agreement. You agree to do business with us electronically. Your electronic acceptance and our records of it are binding.

Contact us

Reeve Software LLC, 44679 Endicott Drive, Suite 300 #3138, Ashburn, VA 20147. Email privacy@reeve.pet.