Membership Agreement

1. Nature of MetroPaws Membership

• MetroPaws is a preventive pet wellness membership club, digital wellness platform and service-coordination network.
• MetroPaws is not an insurance company, insurance provider, health maintenance organization, veterinary clinic, animal hospital, grooming salon or emergency facility.
• MetroPaws does not diagnose, prescribe, treat, vaccinate, groom or guarantee any clinical, medical, safety or service outcome.
• Independent providers remain responsible for professional judgment, service quality, licensing, permits, pricing and acts or omissions.
• Membership benefits are contractual club benefits subject to eligibility, plan limits, advance authorization, provider availability, member payment status and program rules.

2. Membership Plans, Fees and Plan Schedule

MetroPaws may offer Standard, De Luxe, Premium or other approved plans. Current fees, covered service categories, annual service benefit limits, member co-payments, utilization intervals, waiting periods, exclusions and privileges shall be stated in the official Plan Schedule or app dashboard applicable at activation or renewal.

Plan descriptions and future pricing may be changed prospectively with appropriate notice. A benefit limit is not cash, stored value, a deposit account, legal tender or an amount withdrawable by the Member.

3. Membership Term, Activation and Renewal

• Membership becomes active only after MetroPaws completes registration, agreement acceptance, payment verification, Pet ID setup, required pet information and official system activation.
• The standard term is one year unless the official offer states otherwise.
• Renewal is subject to then-current fees, rules, benefit design, payment status and updated acceptance requirements.
• Unused benefits and privileges expire at the end of the term unless an official rule expressly allows carry-forward.

4. Registered Pet and Pet Identity Rule

• Benefits are pet-specific and apply only to the registered pet identified in the Digital Pet Passport or Pet ID.
• Benefits may not be transferred, shared, sold, assigned or used for another pet, member, household or person unless MetroPaws expressly approves a multi-pet arrangement.
• The Member must provide accurate identifying details, current photographs and supporting wellness or veterinary records reasonably required for verification.
• MetroPaws may require identity re-verification when pet substitution, duplicate use, unusual utilization or inconsistent records are detected.

5. Annual and Monthly Payment, Activation and Benefit Eligibility Rules

Membership and digital account activation do not automatically mean that every service benefit is immediately available. Annual and monthly payment arrangements have different activation and benefit-eligibility controls. All of this Section 5 applies together with the Plan Schedule, service authorization rules, waiting periods, exclusions and approved benefit limits.

5.1 Annual Membership Activation

A Member who pays the approved annual membership fee in full may become eligible for the applicable annual service benefits upon official activation, provided that MetroPaws has completed registration, agreement acceptance, payment verification, Digital Pet Passport or Pet ID setup, required pet information and any plan-specific onboarding requirements.

• Annual payment does not by itself guarantee provider availability, automatic service approval or payment for an unapproved service.
• Every planned consultation, vaccination, deworming, grooming or other designated service remains subject to advance Service Authorization, plan limits, waiting periods, service intervals, exclusions, provider confirmation and fraud controls.
• No service obtained before the official Membership Effective Date is retroactively payable unless MetroPaws approves a written exception.
• If the annual payment is reversed, dishonored, refunded, disputed or cancelled, MetroPaws may suspend or cancel digital access, benefit eligibility and outstanding authorizations, subject to applicable law and approved policy.

5.2 Monthly Installment Subscription Activation Is Conditional

A Member who chooses the monthly installment subscription shall not be entitled to full service-benefit utilization immediately upon payment of the first monthly installment. Monthly subscription activation is conditional and requires completion of registration, payment verification, Digital Pet Passport or Pet ID issuance, agreement acceptance and the consecutive-payment preconditions in this Section.

5.3 Initial Account Activation After First Monthly Payment

Upon successful payment of the first monthly installment and completion of onboarding requirements, MetroPaws may activate the Member account for digital access only. Digital access may include the app, Digital Pet Passport, pet profile management, wellness reminders, PawPoints account creation, community access, educational content and other low-risk digital features. Initial digital activation does not automatically unlock full Service Authorization eligibility or direct Provider Settlement.

5.4 Consecutive Payment Requirement

A monthly subscriber must complete the required number of consecutive, uninterrupted and successfully cleared monthly payments before becoming eligible to request designated planned service benefits, direct provider payment, emergency support, approved exception reimbursement or other higher-value benefits. This requirement protects financial sustainability and reduces enrollment solely for immediate high-value utilization.

5.5 Minimum Vesting and Service Authorization Controls

Unless modified through an officially approved Plan Schedule or program notice accepted for the applicable membership term, the following minimum launch controls shall apply:

Full planned-service eligibility means the Member may submit a Service Request for eligible consultation, vaccination, deworming, grooming or other covered categories. It does not mean automatic approval. Every request remains subject to benefit availability, service interval, advance notice, provider verification or acceptance, authorization validity, exclusions, member share and other controls.

5.6 Payment Default, Suspension and Reset Rule

Any missed, late, reversed, dishonored, cancelled, refunded or disputed monthly payment may result in suspension of service-benefit eligibility, cancellation or expiry of pending authorizations, and restriction of direct provider payment. MetroPaws may reset the consecutive-payment qualification period to zero or restore it only to the last approved good-standing status, depending on the account history, reason for default and approved payment-risk policy.

• A suspended Member may retain limited digital access where appropriate, but may not rely on MetroPaws payment for a new or pending service unless expressly approved.
• Payment made after suspension does not automatically revive an expired or cancelled authorization; a new eligibility check and Service Request may be required.
• MetroPaws may apply stricter controls, manual review or additional payment requirements when unusual utilization, fraud, abuse, repeated default or incomplete records are detected.

5.7 Member Status and Communication

The app, invoice, official notice or account dashboard may display status labels including Pending Onboarding, Digital Access Active, Vesting in Progress, Fully Service-Eligible, Authorization Restricted, Suspended, Expired or Under Review. The Member is responsible for reviewing the current membership, payment and benefit status before requesting or receiving a service.

5.8 No Retroactive Service Benefit Before Eligibility

A monthly subscriber may not request MetroPaws payment, direct provider settlement or reimbursement for a service obtained before the applicable benefit-eligibility date, even if the Member later completes the required monthly installments. Earlier payments do not make prior services payable. Any launch-period or exceptional approval must be expressly documented by MetroPaws in writing.

5.9 Annual Payment Exception and Immediate Eligibility

A Member who pays the approved annual fee in full may be eligible for applicable planned-service benefits immediately upon official activation, without completing monthly vesting periods, but remains subject to the Plan Schedule, waiting periods, service limits, Service Authorization, provider availability, exclusions, member share, fraud controls and this Agreement.

5.10 Relationship Between Activation and Service Authorization

Account activation, benefit eligibility, Service Authorization and Provider Settlement are separate events. Account activation permits access to the MetroPaws platform. Benefit eligibility permits the Member to request a covered service. Service Authorization approves a specific provider, pet, service, amount and validity period. Provider Settlement occurs only after confirmed service completion and billing validation.

6. Service Authorization Model

For planned eligible services, MetroPaws shall ordinarily pay the verified provider directly after service completion and validation. The Member must obtain advance Service Authorization before relying on MetroPaws payment.

An authorization is not cash, not a guarantee of treatment, not a guarantee of provider acceptance and not final payment. Settlement occurs only after all required conditions are satisfied.

7. Advance Notice and Scheduling

Because consultation, vaccination, deworming and grooming are planned services, the Member must request authorization sufficiently before the preferred appointment. Unless a different period is shown in the app or official notice, the following launch standards apply:

• Submitting a request does not confirm the appointment. The provider must accept or confirm availability.
• The Member must not assume MetroPaws will pay a walk-in or unapproved service.
• Rescheduled appointments may require revalidation or a new authorization.
• Authorization validity expires automatically after the approved period.

8. First-Use Provider Verification and Repeat Provider Use

When the Member selects a provider not yet verified in the MetroPaws Provider Master, MetroPaws may contact the provider to confirm identity, contact person, service capability, price, billing documentation and preferred payment channel. The Member authorizes MetroPaws to disclose the minimum information reasonably necessary to coordinate the requested service.

Once the provider is verified and successfully completes a MetroPaws transaction, succeeding services with the same provider may follow simplified processing. MetroPaws may nevertheless re-verify the provider when contact, ownership, branch, price, bank or e-wallet details change, or when fraud, quality or payment risk is identified.

9. Provider Acceptance, Service Changes and Member Share

• The provider may accept, decline or propose a different schedule. MetroPaws does not guarantee that any specific provider, branch, veterinarian, groomer, product or appointment will be available.
• The provider must deliver only the authorized service unless MetroPaws approves a change.
• Any amount above the approved MetroPaws portion, including excess price, non-covered item, upgrade, medicine, additional test, tax or member co-payment, remains the Member’s responsibility unless expressly stated otherwise.
• The Member should verify the authorization and expected personal payment before the service begins.

10. Cancellation, Rescheduling, No-Show and Expiry

• The Member must cancel or reschedule through the app or official support channel before the provider or MetroPaws cut-off.
• A cancelled, expired or no-show authorization does not create a provider payable and normally does not consume the service benefit.
• If the provider imposes a disclosed cancellation fee, MetroPaws is not responsible unless the fee was expressly authorized.
• Repeated no-shows, abusive reservations or repeated late cancellations may result in temporary booking restrictions, suspension or termination.
• Provider-initiated cancellation shall not consume the Member benefit, but the Member may need to submit a new request for a replacement provider or date.

11. Service Completion, Billing and Direct Provider Payment

• The provider must validate the authorization and the registered pet before service.
• After service, the provider must confirm completion and submit an invoice, official receipt, billing statement, service record or other evidence acceptable to MetroPaws.
• MetroPaws may match the authorization, completion record and billing before payment.
• The provider may be paid per transaction or through a consolidated scheduled payout, depending on provider status and agreement. The settlement schedule does not change the Member’s approved benefit once service completion is validated.
• The Member must not pay the MetroPaws-covered amount unless instructed by MetroPaws or the provider under an approved exception.

12. Exception Reimbursement

Direct provider settlement is the normal process. Reimbursement may be permitted only as an exception, including urgent care, verified system outage, provider refusal of direct settlement, geographic-access limitations or another written management-approved circumstance.

• The Member must obtain approval as early as reasonably possible.
• The Member must submit truthful proof of service and payment within the required period.
• Reimbursement is subject to plan limits, applicable rates, duplicate checks, provider confirmation and final approval.
• No reimbursement is guaranteed merely because the Member paid a provider.

13. Emergency and Unplanned Care

In an emergency, the Member should prioritize the pet’s safety and seek an appropriate licensed provider. MetroPaws does not provide emergency dispatch, triage or guaranteed payment. The Member should contact MetroPaws as soon as reasonably possible. Any emergency assistance or exception reimbursement is subject to the applicable plan, eligibility, documentary requirements, limits and approval.

14. Digital Pet Passport, Wellness Dashboard and Records

MetroPaws may provide a Digital Pet Passport, preventive-care dashboard, reminders, Wellness Score, service history and related tools. These tools are for wellness management and engagement only. They do not replace official veterinary records, diagnosis, professional advice or emergency assessment.

• The Member is responsible for reviewing records and reporting inaccuracies.
• Wellness Score or compliance indicators reflect verified engagement only and do not guarantee health.
• MetroPaws may obtain service completion data from providers to update the registered pet’s records.

15. PawPoints, Community and Member Privileges

PawPoints are loyalty and engagement points, not cash or legal tender. They may be earned, redeemed, adjusted, suspended or expired according to current rules. Community access, educational events, campaigns, rewards and recognition are privileges subject to capacity, availability and conduct standards.

16. Member Responsibilities

• Keep personal, contact, payment and pet information accurate and current.
• Maintain membership payments and account good standing.
• Use benefits only for the registered pet and approved purpose.
• Submit Service Requests early and review authorization conditions before visiting the provider.
• Pay any disclosed member share, excess or non-covered service directly to the provider.
• Protect account credentials and report unauthorized access promptly.
• Follow provider instructions and seek licensed veterinary advice for medical concerns.

17. Fraud, Misrepresentation and Abuse

Prohibited conduct includes pet substitution, duplicate authorization, fictitious booking, false service confirmation, collusion, altered invoice, provider impersonation, double collection, account sharing, benefit resale, manipulation of pet records, non-payment after intentional high-value utilization, or any attempt to circumvent plan rules.

MetroPaws may reject or cancel requests, suspend authorization, hold payment, investigate, recover improper payments, forfeit PawPoints, terminate membership, disqualify future enrollment and pursue lawful remedies.

18. Independent Providers and Limitation of Responsibility

Providers are independent businesses and are not employees or agents of MetroPaws unless a written agreement expressly states otherwise. The Member remains responsible for selecting a provider and making decisions concerning the pet’s care.

To the maximum extent allowed by law, MetroPaws is not liable for provider negligence, malpractice, clinical judgment, diagnosis, treatment, injury, death, grooming outcome, product defect, provider delay, refusal, pricing dispute or service dissatisfaction. Nothing in this Agreement excludes liability that cannot lawfully be excluded.

19. No Guarantee of Savings, Utilization or Provider Availability

MetroPaws does not guarantee that the Member will use every benefit, receive savings greater than the membership fee, obtain a particular provider or schedule, or receive approval for every request. Actual value depends on eligibility, plan design, advance notice, provider acceptance, service utilization, member compliance and program availability.

20. Data Privacy, Consent and Information Sharing

The Member authorizes MetroPaws to collect, use, store and disclose personal information, pet information, appointment details, service records, invoices, payment status, app activity and related data for membership administration, authorization, provider coordination, settlement, fraud prevention, customer support, wellness reminders, analytics, legal compliance and legitimate business purposes, subject to the MetroPaws Privacy Notice and applicable Philippine law.

Only information reasonably necessary for the requested service should be shared with the provider. The Member may exercise applicable privacy rights through MetroPaws official channels.

21. Suspension, Termination, Cancellation and Refunds

• MetroPaws may suspend, hold, terminate or refuse renewal for non-payment, fraud, abuse, false information, repeated no-shows, safety concerns, material breach or other reasonable program-protection grounds.
• Member cancellation and refunds are governed by the current cancellation and refund policy, applicable law, payment method, consumed benefits and outstanding obligations.
• If a service has been authorized or completed, any refund may be reduced by the value or cost of benefits already used or committed, to the extent allowed by law and disclosed policy.
• Termination does not remove liability for unpaid membership fees, improper benefits, provider amounts or other obligations incurred before termination.

22. Program Updates and Version Control

MetroPaws may update future plan benefits, service limits, advance-notice rules, provider processes, payout arrangements, app functions, PawPoints, community programs and operational procedures. Material changes affecting an active membership shall be communicated through reasonable official channels and implemented subject to applicable law and contractual commitments.

The platform should record the agreement version, acceptance date and time, Member ID, device or IP information where available, and the versions of related documents accepted.

23. Notices and Communications

Official communications may be sent through the app, website, email, SMS, registered mobile number, written notice or other approved channel. The Member is responsible for maintaining current contact details and reviewing account notices.

24. Governing Law and Dispute Resolution

This Agreement shall be governed by the laws of the Republic of the Philippines. The parties shall first attempt good-faith resolution through Customer Support, internal review and management escalation. Unresolved disputes may be brought before the proper court or appropriate dispute-resolution forum, subject to applicable law.

25. Entire Agreement, Order of Precedence and Severability

This Agreement shall be read with the approved Plan Schedule, Member Manual, Privacy Notice, payment terms, PawPoints rules and official advisories. In case of conflict, the specific written plan terms accepted for the current membership term shall prevail over general promotional material, followed by this Agreement and the controlled Member Manual, subject to applicable law.

If any provision is held invalid or unenforceable, the remaining provisions shall continue to the extent legally permitted. Failure to enforce a provision once does not waive future enforcement.

26. Member Information and Acceptance

By signing or completing digital acceptance, the Member confirms that the Member has read, understood and accepted this Agreement, the applicable Plan Schedule, Member Manual, Privacy Notice and related program rules. The Member specifically understands that MetroPaws is not insurance, not an HMO and not a veterinary service provider, and that planned benefits generally require advance Service Authorization.

Schedule A — Key Member Rules Summary

Schedule B — Digital Acceptance Statement

Contact

For questions about this Agreement, contact our customer support team: