Terms and conditions

1. Who provides the service

PawAI is a service of IGNIRA TECHNOLOGIES S.L., Spanish tax ID B-23957723, registered at Avenida Fernando Arce, 10, 39300 Torrelavega, Cantabria, Spain. Full registry details are in the Legal notice. Reach us at [email protected] for support and at [email protected] for legal or contractual matters.

2. Acceptance and minimum age

You must be at least 16 to open an account, and you confirm it when you register. To buy, you also need the legal capacity to enter into a contract, which in Spain means being 18. We set the bar at 16 because that is the general age in art. 8 GDPR, above both the Spanish threshold of 14 and the 13-year threshold of the US COPPA rules.

If you buy through the app, the Legal notice, the Privacy policy and the Cookie policy apply alongside these terms.

3. What PawAI is, and what it is not

PawAI helps you track your pet's weight, body condition and feeding: it estimates body condition from photos, calculates calorie needs and portions, reads pet food labels, checks whether a food is safe, and produces reports and reminders.

PawAI is not a veterinarian, is not a medical device, and does not diagnose. Everything it produces is educational guidance calculated from the data and photos you provide. It does not replace an examination by a licensed vet and is never a reason to delay one. If your pet shows signs of illness, unexplained weight loss, appetite changes or any emergency, see your vet.

Estimates carry error by their nature: they depend on photo quality, angle, coat and the data you enter. We show a confidence level with each one precisely so you do not treat it as a measurement.

4. Your account

• The information you give must be accurate and kept up to date — the calculations depend on it.
• You are responsible for keeping your credentials confidential and for activity on your account. Tell us if you suspect unauthorised access.
• An account is personal. You can share a pet with people you live with using the household feature.
• You can delete your account at any time from Profile → Privacy and data. Deletion is real, with the effects described in the Privacy policy.

5. Content you upload

The photos and data you upload are yours and stay yours. Uploading them grants us a non-exclusive, royalty-free, limited licence to store, process and display them to you for the sole purpose of providing the service, including sending them to our AI providers as described in the Privacy policy. That licence ends when you delete the content or your account.

We do not use your photos for advertising or to train our own models, and we do not pass them to third parties for those purposes. If we ever wanted to, we would ask you separately and you could say no without losing the service.

You agree to upload only content you have the rights to, that infringes nobody else's rights and breaks no law.

6. Acceptable use

You may not: use the service to give veterinary advice to others, resell or commercially exploit it without a written agreement, scrape its data or outputs at scale, reverse engineer it, circumvent your plan's usage limits, or use it for anything unlawful or harmful to people or animals.

Each plan's usage limits (number of pets, checks and queries) are shown on the plans page and may be adjusted. If a change materially harms you during a period you have already paid for, we will tell you and you may cancel with a refund of the unused part.

7. Artificial intelligence

PawAI uses third-party AI models to analyse your photos and generate text and estimates. Results are generated or assisted by artificial intelligence.

Models can get things wrong, and do. That is why the service shows a confidence level for each estimate, lets you correct the inputs and recalculate, and never issues a diagnosis.

8. Plans, prices and taxes

There is a free plan with limits, and paid options: a one-time purchase that unlocks Pro access for a set period, and a Pro subscription, monthly or annual.

• The current price, currency, duration and what each option includes are shown before you pay, on the purchase screen.
• The price shown is the total you pay, taxes included. We add no fees or surcharges at checkout.
• Payment is processed by Stripe. We never receive or store your card details.
• We may change prices going forward. A change never affects a period you have already paid for; if it affects a renewal, we tell you far enough in advance for you to cancel.

9. Automatic renewal and cancellation

The one-time purchase does not renew: it simply ends when its period is over and generates no further charge.

The Pro subscription renews automatically at the end of each period (monthly or annual) at the same price, until you cancel. If you take the annual plan with a free trial, the trial converts into a paid subscription when it ends unless you cancel first.

How to cancel

From Profile → Subscription → Manage subscription, which opens your billing portal. Cancellation is online, immediate and through the same medium you used to subscribe — no phone calls, no emails.

What happens when you cancel

Cancellation takes effect going forward: you keep access until the end of the period you have already paid for, and you are not charged again.

Before we charge you

We email you a confirmation of the subscription with the price, the renewal frequency and how to cancel. Before a free trial converts into a paid subscription, we email you.

10. Right of withdrawal (EU consumers)

As a consumer in the European Union you generally have 14 calendar days to withdraw from a distance contract without giving reasons. How that works here depends on what you buy:

One-time purchase (one year of Pro access)

Before you pay we ask you to tick a box expressly requesting that your access start immediately; payment does not start until it is ticked. Because that access lasts a year, it is not fully performed within the 14 days, so you keep the right of withdrawal: if you withdraw within that period we refund you, deducting the proportion matching the days of access you have already had (art. 14(3) of Directive 2011/83/EU).

Pro subscription

Here you keep the 14-day right of withdrawal from the moment you subscribe or renew. If you withdraw within that window we refund you, deducting the proportional value of the access you have already had. In practice, if you have not used the service, you get the full amount back.

How to use it

Just email [email protected] saying you withdraw, with the purchase date and your account email. You may use the form below, but you do not have to. We refund to the same payment method within 14 days of receiving your message.

Model withdrawal form (Annex I(B) of Directive 2011/83/EU). To IGNIRA TECHNOLOGIES S.L., Avenida Fernando Arce, 10, 39300 Torrelavega, Cantabria, Spain, [email protected]: «I hereby give notice that I withdraw from my contract for the supply of the following service: ………… Ordered on ………… Name of consumer: ………… Address of consumer: ………… Date: …………»

11. Refunds

Separately from the right of withdrawal, and for every customer wherever they live, we always refund in these cases:

• Non-delivery or technical failure: you paid and the content was never generated or never reached you because of a fault on our side.
• Duplicate or incorrect charge: you were billed twice or for the wrong amount.
• Unwanted renewal reported promptly: if you write within 7 days of a renewal you did not want and have not used the service in that period, we refund it in full.

Refunds are handled by a person, not automatically: email [email protected] from your account address and we will process it.

Separately from the above, you have the legal guarantee of conformity that the law gives to digital content and services (arts. 114 ff. of the Spanish consumer act, implementing Directive (EU) 2019/770): if the service does not match what you contracted for, you can require us to bring it into conformity and, failing that, a price reduction or termination of the contract. It does not expire with the 14-day withdrawal period and does not depend on the cases above.

12. Availability, changes and termination

We work to keep the service up, but there can be interruptions for maintenance, incidents or causes outside our control. We may change or remove features; if a change materially reduces what you paid for, you may cancel and we will refund the unused part.

We may suspend or close an account that seriously or repeatedly breaks these terms, or that puts the service or other people at risk. Except in an emergency or where the law requires otherwise, we will warn you first and give you a chance to fix it, and we will refund the unused portion of anything you have paid.

13. Liability

We are liable for damage we cause you by breaking these terms where it is a direct and foreseeable result of that breach. We are not liable for damage arising from decisions about a pet's health, diet or treatment taken without consulting a veterinarian, from inaccuracies in the data you enter, or from third-party failures outside our control.

Except for wilful misconduct or gross negligence, our total liability to you is limited to the amount you paid us in the 12 months before the event giving rise to it.

Nothing in this section excludes or limits liability that the law does not allow to be excluded, or any consumer rights you have that cannot be waived, including for personal injury.

14. Governing law and complaints

These terms are governed by Spanish law. If you are a consumer, that choice does not deprive you of the protection of the mandatory rules of the country where you live, and you may bring proceedings before the courts of your own domicile.

Before escalating, email [email protected] — most problems are solved in one message. If we cannot agree, you may go to the consumer protection authority where you live. We are not signed up to any alternative dispute resolution body. The EU Online Dispute Resolution platform ceased operating on 20 July 2025, so that route no longer exists.

15. Changes to these terms

We may update these terms. We will publish the new version here with its date and, where a change materially affects you or an active subscription, tell you by email or in the app early enough that you can cancel before it takes effect.