Terms of Service

Effective Date: March 26, 2026
Last Updated: March 26, 2026

These Terms of Service govern your use of the services, website, forms, applications, and communications offered by LuAngel Special Pets Health Center, including PetHelper and related programs. By accessing, requesting, booking, or using our services, website, or communications, you agree to these Terms of Service.

1. Organization and Services

LuAngel Special Pets Health Center provides pet related services, support, education, nonprofit programs, and related communications, including but not limited to grooming, dog training, boarding, day care, PetHelper, Pet Tech, Pet Coach, donations, memberships, and related nonprofit activities.

Descriptions, scope, availability, and eligibility for specific services may be further described on the Services page of our website. Please review the applicable service page for additional information regarding each service.

For purposes of our organization, “special needs pets” are defined according to LuAngel Special Pets Health Center’s own standards, methods, and professional judgment. A “special needs pet” includes any animal that requires care, handling, monitoring, hygiene assistance, timing, support, or a service approach that differs from conventional pet care in order to protect the animal’s welfare, reduce stress, prevent trauma, or address the animal’s individual physical, emotional, behavioral, or age related needs.

This classification may include, but is not limited to:

• senior pets
• puppies and young animals
• behaviorally sensitive or fearful animals
• pets with medical conditions or mobility limitations
• incontinent pets or pets requiring hygiene assistance
• pets recovering from stress, trauma, or environmental changes
• any animal that benefits from a customized or modified approach to care

The determination of whether a pet is considered a “special needs pet” is made solely by LuAngel Special Pets Health Center and is not limited by external definitions, general assumptions, or third party classifications.

Services may be modified, expanded, limited, or discontinued at any time.

2. Eligibility and Client Responsibilities

By using our services, you represent and agree that:

• you are at least 18 years old
• you have legal authority to make decisions for the pet involved
• the information you provide is accurate, current, and complete
• you will promptly update us if relevant information changes
• you will comply with all instructions, policies, and safety requirements applicable to the service requested

You are solely responsible for providing complete and truthful information about your pet’s health, medical history, medications, allergies, behavior, risks, triggers, and special handling needs.

3. Appointments, Scheduling, and Cancellations

All services are subject to availability and may require advance scheduling.

Unless otherwise stated for a specific service:

• cancellations should be made at least 24 hours in advance
• late cancellations or no shows may result in fees
• repeated cancellations, late arrivals, or scheduling changes may affect future booking availability
• we reserve the right to reschedule, shorten, refuse, suspend, or cancel services when reasonably necessary for safety, staffing, operational, behavioral, welfare, or emergency reasons

Appointment times are approximate unless otherwise confirmed in writing.

4. Fees, Payments, Donations, and Memberships

Fees vary depending on the type, duration, complexity, location, and needs of the service.

Payment is due as stated at the time of booking, enrollment, or service, unless otherwise agreed in writing.

Donations are generally nonrefundable except in the case of a confirmed duplicate, technical, or administrative error. Membership contributions and recurring support programs are governed by the terms disclosed at the time of enrollment.

As a nonprofit organization, LuAngel Special Pets Health Center may solicit donations, membership support, sponsorships, and other charitable contributions to support its mission and operations.

5. Health, Behavior, and Safety Disclosure

You must disclose all relevant information about your pet before services begin, including but not limited to:

• medical conditions
• contagious disease concerns
• current medications
• recent surgeries or injuries
• aggression history
• bite history
• mobility limitations
• hygiene related needs
• anxiety, fear, stress, or behavior triggers
• prior trauma or handling sensitivity

We may refuse, suspend, modify, or terminate services if:

• a pet presents a safety risk to itself, staff, volunteers, contractors, other animals, or the public
• the requested service is not appropriate for the pet’s condition or behavior
• information was withheld, omitted, or materially inaccurate
• the pet’s welfare requires a different level of care or referral

6. Emergency Protocol

If an urgent or emergency situation arises while a pet is in our care or while we are providing services, we will attempt to contact you using the contact information you provided.

If you cannot be reached, you authorize us to seek veterinary or emergency care that we reasonably believe is necessary to protect the pet’s health, safety, or welfare. You remain financially responsible for all resulting veterinary, emergency, transportation, and related expenses.

Nothing in these Terms obligates LuAngel Special Pets Health Center to provide emergency veterinary treatment directly.

7. PetHelper Disclaimer

PetHelper is an informational support and guidance service for pet owners. It is not a substitute for an in person veterinary examination, diagnosis, treatment, or emergency veterinary care.

Guidance provided through PetHelper is based on the information, descriptions, observations, photographs, videos, or other materials you choose to provide. Because this guidance is remote and depends on the information available, it may be incomplete, limited, or affected by inaccurate, changing, or omitted facts.

By using PetHelper, you understand and agree that:

• final responsibility for directly observing your pet remains with you
• final responsibility for decisions regarding your pet’s care remains with you
• information provided through PetHelper does not guarantee diagnosis, outcome, prognosis, or treatment success
• PetHelper should not be used as a replacement for veterinary care
• if your pet’s condition worsens, changes suddenly, appears urgent, or may be life threatening, you must contact a licensed veterinarian or emergency veterinary hospital immediately

Reliance on PetHelper must not delay or replace necessary veterinary attention.

8. No Veterinary Client Patient Relationship Unless Expressly Established

Use of our website, educational materials, general guidance, PetHelper, communications, or other services does not by itself create a veterinarian client patient relationship unless expressly established under applicable law by a licensed veterinarian.

9. Pet Tech and Pet Coach Services

Pet Tech and Pet Coach services are support based services offered according to the descriptions published by LuAngel Special Pets Health Center on its Services page and related materials.

These services do not, by themselves, constitute emergency veterinary care, definitive diagnosis, or treatment unless expressly stated in a separate written agreement and lawfully provided by an appropriately licensed professional.

The scope, limitations, and methods of Pet Tech and Pet Coach services are determined solely by LuAngel Special Pets Health Center.

10. Communication Channels

LuAngel Special Pets Health Center may communicate with clients through different channels, including SMS, Telegram, WhatsApp, email, phone, website forms, and other available communication methods, depending on the service and phone number used. Not all numbers support all communication channels.

For PetHelper, the preferred and most efficient communication channel is WhatsApp, when available.

Contact and Messaging Channels

Main Support Line
+1 (619) 268-5000
Available via SMS and Telegram

SMS Support Line
+1 (858) 293-8989
Available via SMS only

WhatsApp and SMS Line
+1 (619) 733-2184
Available via WhatsApp and SMS

WhatsApp Only Line
+1 (619) 704-7324
Available via WhatsApp only

We may update available communication channels, platforms, and phone numbers from time to time as operational needs change.

11. SMS Program Terms

If you opt in to receive SMS communications from us, you agree to receive recurring text messages related to appointments, booking updates, service notifications, pet care related communications, fundraising, memberships, and nonprofit related updates.

• Message frequency varies
• Message and data rates may apply
• Reply STOP to opt out
• Reply HELP for assistance
• Consent to receive SMS messages is not a condition of purchase or service
• Carriers are not liable for delayed or undelivered messages

For more information about how we collect, use, and protect your information, please review our Privacy Policy.

12. Media Consent

Unless you opt out in writing, we may photograph, video record, or otherwise document pets during services for educational, operational, recordkeeping, safety, nonprofit, or promotional purposes, provided we do not misuse personally identifying information.

You may revoke media consent prospectively by written request. Revocation will not affect prior uses already made in reliance on your consent.

13. Intellectual Property

All website content, materials, branding, logos, names, text, graphics, photographs, videos, educational materials, service descriptions, forms, and related content are owned by or licensed to LuAngel Special Pets Health Center unless otherwise stated.

You may not copy, reproduce, republish, modify, distribute, display, create derivative works from, or use our materials without prior written permission, except as allowed by law.

Use of our name, logo, materials, or services for misleading, unauthorized, or commercial purposes is prohibited.

14. Third Party Services and Links

Our website, forms, and services may use or reference third party platforms, tools, or providers for messaging, scheduling, analytics, payments, forms, donations, hosting, communications, or other operational functions.

We are not responsible for the independent acts, omissions, policies, content, privacy practices, availability, or failures of third party providers, websites, or platforms.

15. Donations and Tax Information

LuAngel Special Pets Health Center is a registered 501(c)(3) nonprofit organization.

Contributions are tax-deductible to the extent permitted by applicable law. Donors should consult their own tax advisor regarding the tax treatment of any contribution.

We do not provide refunds for donations except in the case of a confirmed duplicate, technical, or administrative error. Donors may request acknowledgment letters or receipts for tax purposes.

16. Limitation of Liability

To the fullest extent permitted by law, LuAngel Special Pets Health Center, its officers, directors, employees, volunteers, contractors, affiliates, and representatives shall not be liable for indirect, incidental, consequential, special, exemplary, or punitive damages arising out of or relating to the use of our services, website, materials, communications, applications, or programs, including PetHelper, PetTech, and PetCoach.

We are also not liable for damages, loss, injury, delay, or complications arising from:

• undisclosed or inaccurately disclosed medical or behavioral conditions
• incomplete, inaccurate, delayed, or changing information provided by a client
• a pet’s pre-existing condition, behavior, or response to stress
• emergencies or events outside our reasonable control
• transportation or communication delays
• third-party carriers, messaging providers, payment processors, platforms, websites, or service providers

Nothing in these Terms excludes liability to the extent such liability cannot be excluded under applicable law.

17. Indemnification

You agree to indemnify, defend, and hold harmless LuAngel Special Pets Health Center and its officers, directors, employees, volunteers, contractors, affiliates, and representatives from and against claims, losses, liabilities, damages, judgments, costs, and expenses, including reasonable attorneys’ fees, arising out of or relating to:

• Your breach of these Terms
• Your misuse of our website, services, or communications
• Your violation of applicable law
• inaccurate, incomplete, or misleading information you provide
• your pet’s acts, omissions, condition, or behavior

This provision does not apply to the extent a claim results from our gross negligence or willful misconduct, where such limitation is prohibited by law.

18. Termination or Refusal of Service

We reserve the right to refuse, limit, suspend, or terminate services, access, communications, or participation at any time when reasonably necessary for legal, safety, welfare, operational, ethical, behavioral, staffing, or compliance reasons.

19. Governing Law and Dispute Resolution

These Terms are governed by the laws of the State of California, without regard to conflict of laws principles.

Before initiating formal legal action, the parties agree to attempt to resolve disputes in good faith through informal discussions. Where appropriate, the parties may also seek mediation before pursuing other remedies.

Any legal proceeding arising out of or relating to these Terms shall be brought in the appropriate courts located in California, unless applicable law requires otherwise.

20. Changes to These Terms

We may update these Terms of Service from time to time. The updated version will be posted with a revised Last Updated date. Continued use of our services, website, or communications after changes are posted constitutes acceptance of the revised Terms.

21. Contact Information

LuAngel Special Pets Health Center
San Diego, California 92117
Email: contact@specialpets.org
Main Phone: +1 (619) 268-5000
Website: https://specialpets.org