Pawp's Code of Conduct
As a digital pet care membership, Pawp recognizes that our members (and their pets!) are our top priority. That’s why we are committed to providing a respectful, compassionate, and personalized healthcare experience. We place great value on developing mutual trust, respect, and dignity between our team and our members so we may focus on providing the best-in-show care experience you and your pet deserve.
This Code of Conduct document sets out the standards of behavior you can expect from the Pawp team, and in turn, the standards of behavior we can expect from our members. We ask that you lead with kindness and respect when reaching out to us, and know that our team will always strive to do the same.
While you are a Pawp member, you can expect the following behavior from our team:
We will treat you with respect and sensitivity.
We will respond to all inquiries with diligence and care.
We will communicate with you in as timely a manner as is possible, and provide transparency and clarity on our internal processes when applicable.
We will take your feedback into consideration whenever possible.
We will be clear about our policies and procedures and stick to them.
In return, we expect the following behavior from our members:
You will treat our team with integrity, dignity, and respect.
You will comply with all reasonable instructions that fall in line with our rules and regulations whilst utilizing our services.
You will refrain from the use of threatening, malicious, profane, or abusive language/conduct and no form of harassment, victimization, bullying, or discrimination will be tolerated.
You will refrain from making comments to any of our employees that are sexual or otherwise inappropriate in nature.
Violations & Escalations
The vast majority of our members have no trouble with this Code of Conduct! However, when this is not the case:
We will communicate with you and explain where we believe the Code of Conduct has been violated.
We will strive to resolve the situation peacefully, and in a way that can satisfy both parties when possible.
We reserve the right to terminate your membership in response to your behavior, as specified within our Terms & Conditions.
Financial Penalties for Code of Conduct Violations
Penalty Structure
In addition to other remedies available to Pawp, including membership termination, subscribers who violate this Code of Conduct will be subject to financial penalties as follows:
• General Code of Conduct Violations: $5,000 per violation
• Sexual Misconduct Violations: $15,000 per violation ($5,000 base penalty + $10,000 sexual misconduct penalty)
These penalties are in addition to, not in lieu of, membership termination and any other legal remedies available to Pawp.
Sexual Misconduct Definition
Sexual misconduct includes, but is not limited to:
Sending nude images or sexually explicit content
Displaying nudity or engaging in sexual acts during video sessions
Making unwanted sexual advances toward Pawp team members
Requesting sexual content, favors, or services from Pawp personnel
Using sexually explicit language or making sexual comments
Any behavior that creates a hostile or uncomfortable environment for Pawp employees or contractors
Payment Terms and Enforcement
Immediate Payment Requirement: Penalties are immediately due upon notification of violation and will be automatically charged to the primary payment method on file upon of the violation confirmation.
Payment Method Authorization: By continuing to use Pawp's services after the effective date of these penalty terms (insert effective date), you expressly authorize Pawp to charge any assessed penalties to your payment method on file, including credit cards, debit cards, or other payment instruments.
Backup Payment Methods: If the primary payment method fails, Pawp is authorized to attempt collection through any backup payment methods associated with your account.
Collection and Legal Actions
Failed Payment Consequences: Failure to pay assessed penalties within 10 days of the initial charge attempt may result in:
Additional collection fees of $250
Referral to a third-party collection agency
Legal action to recover penalties, collection costs, and attorney fees
Reporting to credit agencies
Permanent ban from creating future accounts
Legal Remedies Preserved: These financial penalties do not limit Pawp's right to pursue additional legal remedies, including but not limited to:
Seeking restraining orders or protective orders
Filing criminal complaints where applicable
Pursuing civil litigation for damages beyond the penalty amounts
Cooperation with law enforcement investigations
Documentation and Evidence
Violation Documentation: All violations will be thoroughly documented with:
Time-stamped evidence including screenshots, recordings, and session logs
Complete communication records related to the violation
Evidence Retention: Pawp will retain all violation evidence for a minimum of seven (7) years to support penalty enforcement, legal proceedings, and regulatory compliance.
Chain of Custody: All evidence will be maintained with proper chain of custody documentation to ensure admissibility in any legal proceedings.
Zero Tolerance Commitment
Pawp maintains a zero-tolerance policy for sexual misconduct. These financial penalties supplement, but do not replace, immediate account termination for such behavior.
Feedback & Reporting
Of course, the Pawp team will always strive to follow this Code of Conduct. However, where you do not believe this has been the case:
Our support team can be reached via live chat during business hours, or via email at [email protected]. Please report your feedback here.
Where appropriate, you will be referred to the appropriate supervisor in order to find a resolution.