Subscription Terms

1. Subscription Plans

PAWSI (PT PAWSI Digital Indonesia) offers two subscription plans designed specifically for pet care business needs:

2. Free Trial Period

2.1 Duration

New users receive a 7-day free trial with full access to all features of their chosen plan.

2.2 Conversion to a Paid Plan

After the trial period ends:

• If you have entered a payment method, the subscription will begin automatically.
• If you have not entered a payment method, the account will switch to read-only mode until payment is made.
• You may cancel at any time during the trial period at no charge.

3. Billing Cycle

3.1 Monthly Billing

Monthly subscriptions are billed on the same date as your initial activation date. For example, if you activate on the 15th, subsequent invoices will be due on the 15th of each month.

3.2 Annual Billing

Annual subscriptions are billed in advance for a full 12 months with a discount equivalent to 2 free months. Payment renews every 12 months on the same date as the initial activation.

3.3 Automatic Renewal

All subscriptions renew automatically at the end of the period, unless you cancel before the renewal date. You will receive a reminder by email 7 (seven) days before the renewal date.

4. Payment Methods

PT PAWSI Digital Indonesia accepts payment via:

• Bank transfer (BCA, Mandiri, BRI, BNI)
• Virtual Account
• QRIS
• E-wallets (OVO, GoPay, DANA, ShopeePay)
• Credit/debit card (Visa, Mastercard)

Payments are processed through Xendit, our trusted payment gateway partner, to ensure the security of your transactions. All prices listed already include Value Added Tax (VAT) at the applicable rate under Indonesian tax regulations. In the event of a change in the tax rate, PAWSI reserves the right to adjust the final price with prior notice.

5. Plan Upgrades

5.1 Upgrade Terms

You may upgrade your plan at any time (STARTER → PROFESSIONAL → PRO PLUS), subject to the following:

• Upgrade costs are calculated on a prorated basis based on your remaining subscription period.
• Additional features become active immediately after a successful upgrade.
• The billing cycle continues to follow the initial activation date.

5.2 Activating PROFESSIONAL Features

After upgrading to PROFESSIONAL, you can immediately:

• Add retail products to the catalogue.
• Manage inventory and stock.
• Use the POS for combined transactions (services and products).
• Print product barcodes.
• Manage multiple branches.

5.3 Activating PRO PLUS Features

After upgrading to PRO PLUS, you gain access to the Customer Portal:

• A dedicated portal for your customers with your own business branding.
• Customers can log in, book, and pay independently.
• Inviting existing customers takes just one click.
• Automatic referral program and promotions.
• Daily hotel photo updates sent directly to customers.

6. Plan Downgrades

A plan downgrade (PRO PLUS → PROFESSIONAL → STARTER) may be carried out subject to the following:

• The change takes effect in the next billing period.
• Data from features not available in the new plan remains stored in read-only mode for 90 (ninety) days.
• If you upgrade again within 90 days, the data can be reactivated.
• After 90 days, that feature's data will be permanently deleted.

6.1 Downgrade from PRO PLUS to PROFESSIONAL

• The Customer Portal is deactivated.
• Customer data registered on the portal remains stored.
• Customers can no longer access the portal after the downgrade.

6.2 Downgrade from PROFESSIONAL to STARTER

• Retail product and inventory data switches to read-only mode.
• The multi-branch feature is deactivated.
• The maximum number of staff accounts becomes 3 (three).

7. Subscription Cancellation

7.1 How to Cancel

You may cancel your subscription at any time via:

• Your account dashboard → Settings → Subscription → Cancel.
• Contacting customer support via WhatsApp or email.

7.2 Effective Date of Cancellation

Cancellation takes effect at the end of the current billing period. You will retain access to all features until the end of the period you have paid for.

7.3 Data After Cancellation

After a subscription ends, your data will follow the retention stages below (aligned with Section 8.3 of the Terms and Conditions):

• Days 1–30: the account is in read-only mode. You can view and export data, but cannot add or change data.
• Days 31–60: login access is disabled; data remains stored for recovery purposes upon written request.
• After day 60: the account and all data are permanently deleted and cannot be recovered, except for data required to be retained longer under applicable laws and regulations.

8. Late Payment

If payment fails or is delayed, access to the service will be progressively restricted:

• Days 1 to 5 (early warning): you can still access the system, but will receive a notification that payment is overdue.
• Days 6 to 15 (light restriction): access to reports and analytics is restricted. POS and booking operational features continue to function.
• Days 16 to 30 (heavy restriction): access to the dashboard and POS is restricted. The system can only be used to view data (read-only).
• Days 31 to 60 (suspension): login is disabled. Data remains stored for recovery purposes.
• After day 60 (permanent deletion): the account and all data are permanently deleted and cannot be recovered.

Important note: the email address and phone number registered to a permanently deleted account cannot be reused to create a new account.

9. Refund Policy

9.1 General Principle

Payments already made are non-refundable, except in the following cases:

• PAWSI fails to meet its service availability commitment as set out in Section 10 (SLA) within the current billing period.
• A service disruption caused by PAWSI lasts more than 72 consecutive hours.
• A promised core feature is inaccessible for more than 7 business days.
• Duplicate billing or a payment system error.
• Required by applicable law in Indonesia.

9.2 Refund Process

If eligible for a refund:

• Submit a request by email to [email protected] with supporting evidence.
• Our team will review the request within 5 (five) business days.
• The refund will be processed within 14 (fourteen) business days after the request is approved.
• Funds will be returned to the payment method used in the original transaction.

10. Service Level Commitment (Service Level)

10.1 Service Availability

PAWSI is committed to providing service availability (uptime) of 99.5% per calendar month, calculated excluding scheduled maintenance periods. Scheduled maintenance will be announced at least 24 hours in advance via email or in-app notification, and will be scheduled outside standard business hours (Monday–Friday 09:00–18:00 WIB) where possible.

10.2 Exceptions

The availability commitment does not apply to disruptions caused by: force majeure events as set out in the Terms and Conditions, third-party disruptions beyond PAWSI's reasonable control (e.g. cloud infrastructure providers, payment gateway, telecommunications networks), acts or omissions of the user, or requests from a competent authority.

10.3 Compensation

Where the availability commitment is not met in a given month, the customer is entitled to request a service credit, which will be credited in the next billing period. Requests must be submitted via [email protected] no later than 30 days after the end of the relevant month, with supporting evidence.

11. Price Changes

PT PAWSI Digital Indonesia reserves the right to change subscription plan prices, subject to the following:

• Notice will be given no later than 60 (sixty) days before the change takes effect.
• The change only applies to new users or renewals occurring after the effective date.
• Subscriptions currently in progress are unaffected until the next renewal period.
• Annual subscriptions already paid for are unaffected until that period ends.

12. Data Migration

12.1 Free Migration Service

PT PAWSI Digital Indonesia provides a free data migration service for new users subscribing to an annual plan. This service includes:

• Importing customer data from Excel or CSV files.
• Importing pet data.
• Importing product data (PROFESSIONAL plan only).
• Initial system setup according to your business needs.

12.2 Data Export

You may export all your data at any time in CSV or Excel format via the dashboard. Exportable data includes:

• Customer and pet data.
• Transaction history.
• Financial reports.
• Product and inventory data.

13. Customer Support

All subscription plans include access to customer support:

• STARTER: email support (response within 24 hours) and access to full documentation.
• PROFESSIONAL: priority WhatsApp support (response within 4 business hours), email support, and access to the knowledge base.
• PRO PLUS: a dedicated account manager, priority WhatsApp support (response within 1 business hour), dedicated onboarding for the Customer Portal, and branding setup assistance.

Support operating hours: Monday–Friday 09:00–18:00 WIB, Saturday 09:00–15:00 WIB.

14. Contact Us

For questions about subscription plans, billing, or SLA compensation, please contact us:

• Legal entity name: PT PAWSI Digital Indonesia
• Official email: [email protected]
• Website: https://pawsi.id