Support Policy

Last updated: July 20, 2026

1. How to reach us

All support runs through email: support@petwise360.com. Use it for:

help using the app and your account;
billing, subscription, and refund questions;
privacy requests (access, correction, deletion, and other rights);
reporting bugs or problems;
reporting content in shared catalogs that you believe infringes your rights; and
feedback and suggestions, which we genuinely read.

2. Response times

We aim to reply within 2 business days. Most questions get answered faster. Complex issues, such as billing investigations or privacy requests, can take longer, and we will keep you updated. Some plans include priority support, which moves your request to the front of the queue.

If your pet needs urgent help, do not wait for us. Petwise360 support cannot provide veterinary, medical, or emergency advice. If your pet is unwell or in danger, contact your veterinarian or an emergency veterinary clinic immediately.

3. What support covers

Support covers the Petwise360 product: using features, fixing problems, managing your account and subscription, and exercising your rights. It does not cover pet care advice, training guidance, or interpretation of your pet's health data. AI features in the app are informational only; see the AI Disclaimer.

4. Security reports

If you believe you have found a security vulnerability in Petwise360, email support@petwise360.com with details. We appreciate good-faith reports and will respond promptly. Please do not access other people's data or disrupt the Service while researching.

5. Keeping support useful

We may decline to act on requests that are abusive, unlawful, or made on behalf of someone else without authority. For privacy requests we may need to verify your identity first.