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 suspend or terminate your membership in response to a violation, as described in our Terms & Conditions.
Sexual misconduct is treated with zero tolerance and may result in immediate termination of membership, in addition to any other rights or remedies available to Pawp under applicable law.
How we handle records
We document member interactions and retain related records in accordance with our Privacy Policy and applicable law. Where a session is recorded, any recording is handled as described in our Privacy Policy and consistent with applicable consent requirements.
Feedback & Reporting
If you feel we have not lived up to this Code, we want to hear from you:
Reach our support team via live chat or by email at [email protected].
Where appropriate, we will connect you with a supervisor to help find a resolution.
Nothing in this Code of Conduct is intended to apply in any way that conflicts with applicable law, and each provision applies only to the extent the law permits.