Legal Documents

PawPIMS Acceptable Use Policy

Last Updated: March 30, 2026

Legal Review Required. This document is a starting draft intended for review by qualified legal counsel before use with customers. It does not constitute legal advice.

1. Purpose

This Acceptable Use Policy ("AUP") governs how Customers and Authorized Users may use the PawPIMS Service. This AUP is incorporated into and forms part of the PawPIMS Master Subscription Agreement. Violation of this AUP is a material breach of the Agreement and may result in suspension or termination of access.

2. Permitted Use

The Service is provided for legitimate veterinary practice management purposes, including:

  • Managing veterinary patient records and client accounts
  • Scheduling and managing appointments
  • Processing payments and maintaining financial records
  • Sending appointment reminders, care instructions, and other communications to clients who have consented to receive them
  • Maintaining controlled substance dispensing logs
  • Creating and executing consent documents

3. Prohibited Conduct

3.1 Unauthorized Communications and Spam

Customers and Authorized Users must not:

  • Send unsolicited bulk SMS messages, email, or other electronic communications ("spam");
  • Send SMS messages to any individual who has not provided valid written prior express consent as required by the TCPA, or who has opted out via a STOP reply or equivalent;
  • Attempt to override, circumvent, or manipulate the Service's opt-out tracking system;
  • Re-enable SMS opt-in for a client who has opted out without first obtaining renewed consent directly from that client;
  • Use the Service to send commercial messages unrelated to veterinary care (e.g., marketing for unrelated businesses);
  • Impersonate another clinic, practice, or individual in communications sent through the Service.

3.2 False, Misleading, or Fraudulent Records

Customers and Authorized Users must not:

  • Create, alter, or delete veterinary medical records in a manner intended to deceive regulators, clients, insurance payers, or any other party;
  • Submit false or fabricated information to the Service for any purpose;
  • Use the Service to facilitate insurance fraud, billing fraud, or any fraudulent claim;
  • Alter or back-date electronic signatures or signed consent documents;
  • Void a document for the purpose of hiding or suppressing its contents rather than for a legitimate correction reason.

3.3 Controlled Substance Violations

Customers and Authorized Users must not:

  • Use the Service's controlled substance log features to record fictitious dispensing transactions;
  • Alter, delete, or suppress controlled substance records in violation of DEA regulations (21 CFR Part 1304) or applicable state law;
  • Use the Service to facilitate diversion of controlled substances.

3.4 Credential and Access Violations

Customers and Authorized Users must not:

  • Share login credentials between individuals — each Authorized User must have their own account;
  • Allow unauthorized individuals (including terminated employees) to retain access to the Service;
  • Attempt to access another Customer's tenant, data, or accounts;
  • Use automated tools (bots, scripts, scrapers) to access the Service in any manner not expressly authorized by PawPIMS;
  • Attempt to bypass, disable, or interfere with any security control, authentication mechanism, or access restriction in the Service.

3.5 Cross-Tenant Access

PawPIMS operates a multi-tenant architecture in which each Customer's data is isolated. Customers and Authorized Users must not:

  • Probe, test, or attempt to exploit any vulnerability to gain access to another Customer's tenant or data;
  • Report or use any such access, even accidental, without immediately notifying PawPIMS at security@pawpims.vet;
  • Use knowledge of the platform's architecture to attempt privilege escalation or tenant boundary violations.

3.6 Illegal or Harmful Use

Customers and Authorized Users must not use the Service to:

  • Violate any applicable federal, state, or local law or regulation, including veterinary licensing laws, drug enforcement laws, consumer protection laws, and privacy laws;
  • Harass, threaten, or harm any individual;
  • Upload, transmit, or store any content that is defamatory, obscene, or that infringes any third party's intellectual property rights;
  • Engage in any activity that could reasonably be expected to damage PawPIMS's reputation, infrastructure, or relationships with third-party providers (including SMS carriers).

3.7 System Integrity

Customers and Authorized Users must not:

  • Upload, transmit, or introduce malware, viruses, ransomware, or any malicious code;
  • Conduct penetration testing or vulnerability scanning of the Service without express prior written authorization from PawPIMS;
  • Interfere with or disrupt the Service's infrastructure, servers, or networks;
  • Use the Service to facilitate any denial of service attack;
  • Reverse engineer, decompile, or attempt to extract source code from the Service.

4. Professional Licensing Compliance

Customer is responsible for ensuring that all Authorized Users who use the Service in connection with licensed veterinary activities hold valid and current licenses as required by applicable state law. PawPIMS does not verify licensing status and is not responsible for unlicensed use of the Service.

5. Electronic Signature Integrity

Electronic signatures generated through the Service must only be used for legitimate consent, authorization, and disclosure documents in connection with Customer's veterinary practice. Customers must not:

  • Generate electronic signatures under false pretenses or without the knowing consent of the signer;
  • Use the Service's signing features for documents unrelated to Customer's veterinary practice;
  • Use signing links for any purpose other than obtaining the intended signature from the intended signer.

6. Reporting Violations

If you become aware of a violation of this AUP, including unauthorized access, spam, or misuse of the Service, please report it to:

  • Security issues: security@pawpims.vet
  • Abuse and AUP violations: abuse@pawpims.vet

Reports are treated confidentially to the extent possible.

7. Enforcement

PawPIMS may take any of the following actions in response to a violation of this AUP, at its discretion:

  • Issue a warning to Customer
  • Temporarily suspend one or more Authorized User accounts
  • Temporarily suspend Customer's access to specific features
  • Suspend the entire Customer account
  • Terminate the Agreement for cause under Section 16.3 of the Master Subscription Agreement
  • Report violations to law enforcement or regulatory authorities where required or appropriate

For violations that PawPIMS reasonably believes pose an immediate security risk or legal liability, PawPIMS may suspend access immediately without prior notice and provide notice as soon as practicable thereafter.

8. SMS Carrier and A2P Compliance

PawPIMS is subject to the terms and policies of SMS carriers and A2P messaging networks. Violations of this AUP related to SMS — including sending spam, exceeding registered messaging volume, or engaging in prohibited messaging categories — may result in carrier filtering, route suspension, or registration revocation affecting PawPIMS's entire SMS infrastructure. Such violations will result in immediate account suspension and may result in charges to Customer for remediation costs.

Prohibited SMS content categories under A2P 10DLC rules include, but are not limited to: cannabis, firearms/weapons, hate speech, illegal substances, third-party lead generation, and debt collection. Customers must not use the Service to send messages in these categories regardless of their legal status in a given state.

9. Amendments

PawPIMS may update this AUP at any time. Material changes will be communicated as described in Section 18.2 of the Master Subscription Agreement. Continued use of the Service after the effective date of an updated AUP constitutes acceptance.

For questions about this policy, contact legal@pawpims.vet.