Fetch Terms of Service
These terms are an agreement between you and Cloud 9 Holdings Limited, a company registered in Hong Kong that trades as Cloud 9 Labs ("we", "us"). They cover the Fetch iPhone app and fetchapp.co (together, "Fetch"). Please read them. If you do not agree, do not use Fetch.
The short version: Fetch gives training guidance, not veterinary or behavioural diagnosis. The AI can be wrong. You are responsible for your dog. Subscriptions are billed and cancelled through Apple. Your videos stay yours.
1. Accepting these terms
You accept these terms when you continue past the welcome screen or create an account. Our Privacy Policy explains how we handle your data and is part of these terms.
2. Who can use Fetch
You must be at least 18 years old. You must also be able to make a binding agreement where you live. You may not use Fetch if the law bars you from using it, including US sanctions (see section 19).
3. What Fetch is
Fetch gives you a training plan for your dog and lessons, logs and check-ins. Fetch also lets you film short training sessions. Our system, which uses outside AI services, watches the video and writes back what it saw and one thing to change. It also tracks your progress over time.
We may change, add or remove features. If we remove something important that you paid for, we will tell you first.
4. Your account
You can start using Fetch without an account. To keep your plan after you subscribe, you must create one with your email address (we send a six-digit code) or with Sign in with Apple.
- Give us an email address you can use.
- Keep your email and Apple ID secure. You are responsible for activity on your account.
- Tell us at support@fetchapp.co if you think someone else has got into your account.
- One account is for one person. Do not sell or transfer it.
5. Subscriptions, trials and billing
Paid access. Most of Fetch requires a paid, auto-renewing subscription. You buy it through Apple's App Store. The price, billing period and any free trial are shown before you confirm.
Payment. Apple charges your Apple Account when you confirm the purchase, or when a free trial ends. Apple handles payment under its own terms. We never see your card details.
Auto-renewal. Your subscription renews automatically at the end of each period, at the then-current price. Apple charges you within the 24 hours before the period ends. It keeps renewing until you cancel at least 24 hours before the end of the current period.
Free trials. If you get a free trial and do not cancel at least 24 hours before it ends, your paid subscription starts and Apple charges you. Free trials are usually one per person. If you buy a subscription during a free trial, any unused trial time ends.
Cancelling. You can cancel only through Apple: on your iPhone, open Settings → [your name] → Subscriptions, or tap Manage or cancel in Fetch's Subscription screen. When you cancel, you keep access until the end of the period you paid for. Deleting the Fetch app or deleting your Fetch account does not cancel your subscription.
Refunds. Apple handles all refunds for App Store purchases under its own policies. We cannot issue them ourselves. Request a refund at reportaproblem.apple.com. If something went wrong, email us. We will help you with the request and tell Apple we support it.
Price changes. If a price goes up, Apple tells you first and, where the law or Apple's rules require it, asks you to agree. If you do not want to pay the new price, cancel before it starts.
If your subscription ends. You lose paid features, but everything you created stays in your account until you delete it.
Fair use. Each video costs us real money to analyse. So there is a monthly limit on how many videos we analyse for each subscriber, and the app shows it. We may also limit use that looks automated or abusive.
6. Your videos and other content
You own what you create. Your videos, their sound, your notes, your logs and your answers ("your content") stay yours.
The permission you give us. You give us a worldwide, non-exclusive, royalty-free permission to store, copy, process and send your content to the service providers named in our Privacy Policy. This includes the AI services that read video and sound. We may use it only to run Fetch for you: to write your feedback and track your progress, to show your data back to you, to check our own feedback for quality and safety (you can say no to this in the app), and to keep Fetch secure. The permission ends when you delete the content or your account. We may still keep content where the law requires it.
What we will not do with your content:
- sell it;
- use it to train AI models, ours or anyone else's;
- use it in ads or marketing, or show it publicly, unless you give permission for that specific video.
Your promises. You promise that:
- you have the right to upload your content;
- it does not break the law or anyone else's rights;
- anyone else who can be seen or heard in it has agreed to be filmed.
Feedback. If you send us ideas or suggestions, we may use them without owing you anything.
7. Acceptable use
Do not:
- upload anything illegal, anything showing cruelty to an animal, or anything sexual, violent or hateful;
- film people without their permission;
- use Fetch to train a dog to attack, or in any way that hurts an animal;
- try to get into another person's account or into our systems, or get around the monthly limit or payments;
- copy, reverse-engineer, scrape or resell Fetch or its content, except where the law allows;
- use bots or automated tools with Fetch, or overload or disrupt it;
- use Fetch's output to build a competing product.
We may remove content that breaks these rules, and suspend or close accounts that break them.
8. Training guidance, not veterinary or behavioural advice
Fetch gives general, reward-based training guidance. It is not veterinary care. It is not a diagnosis or treatment of any medical or behavioural condition. It does not replace a vet or a qualified behaviour professional.
- If your dog is hurt, sick, in pain, or suddenly behaving differently, see a vet.
- If your dog has bitten, guards things, or shows fear or aggression toward people or other animals, see a qualified behaviour professional. Fetch will point you to one rather than coach you through it.
- Fetch cannot see your dog's health, surroundings or history beyond what you show and tell it.
You are responsible for your dog and for keeping your dog, yourself and others safe while training. That includes using a leash where needed, watching for stress, stopping if your dog is uncomfortable, and following local laws. Dog training has risks, including bites, scratches, falls and injury to you, your dog, other people or other animals. You accept those risks when you choose to train, as far as the law allows.
9. AI-generated feedback can be wrong
Fetch's feedback, observations, counts, comparisons and suggestions are generated by AI models ("output"). The output is checked against our own training rules, but it can still be wrong. It can miss things, describe something that did not happen, or give advice that does not suit your dog. Use your own judgement. Do not rely on output as the only basis for a decision about your dog's health or safety. We do not promise that any output is accurate, complete or right for your dog.
10. Our content and intellectual property
Fetch belongs to us or our licensors. That includes the app, its lessons, plans, illustrations, text, design, and the "Fetch" name and logo. It is protected by intellectual-property laws. These terms do not give you any rights in it, other than the licence below.
Licence to use the app. We give you a personal, limited, non-exclusive, non-transferable, revocable licence to install and use Fetch on Apple devices you own or control, as allowed by the Usage Rules in Apple's Media Services Terms and Conditions. You may not rent, lease, lend, sell, sublicense or redistribute the app.
Copyright complaints. If you believe something in Fetch infringes your copyright, email support@fetchapp.co. Include your signature, the work you say is infringed, where the material is, your contact details, a statement that you believe in good faith the use is not authorised, and a statement, under penalty of perjury, that your notice is accurate and that you own the copyright or may act for the owner. EU residents may report illegal content to the same address.
11. Third-party services
Fetch relies on other companies, such as Apple, and links to some of their services. We do not control them, and their own terms apply to your use of them. You are also responsible for any mobile-data charges from your carrier.
12. Ending your use of Fetch
You can stop at any time. Delete your account in Account → Delete account. Remember to cancel your subscription with Apple too.
We can suspend or close your account if you seriously or repeatedly break these terms, if the law requires it, or to protect other users or Fetch. Where we reasonably can, we will warn you first and tell you why. If we close your account for reasons other than your breach, and you have paid time left, we will help you get a pro-rata refund from Apple.
Sections 6 (feedback), 8, 9, 10, 13 to 17, 20 and 21 survive after these terms end.
13. Disclaimers
Fetch is provided "as is" and "as available". As far as the law allows, we make no promises beyond those in these terms. That includes any implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not promise that Fetch will always be available, error-free, or that it will produce any particular training result.
If Fetch fails to meet an applicable warranty, you may tell Apple, and Apple will refund the price you paid for the app, if any. As far as the law allows, Apple has no other warranty obligation for Fetch. Any other claims, losses, liabilities, damages, costs or expenses caused by a failure to meet a warranty are our responsibility under these terms, not Apple's.
14. Limitation of liability
As far as the law allows:
- we are not liable for indirect, incidental, special, consequential or punitive losses, or for lost profits, data or goodwill;
- we are not liable for injury, illness, damage or loss involving your dog or anyone else that comes from how you train or handle your dog, including when you follow output from Fetch;
- our total liability for all claims about Fetch is limited to the greater of what you paid for Fetch in the 12 months before the claim, or USD 100.
Nothing in these terms limits liability that the law does not allow us to limit. That includes liability for death or personal injury caused by our negligence, and for fraud.
15. Indemnity
If someone brings a claim against us because of your content, your breach of these terms, or your breach of the law or someone else's rights, you agree to cover our reasonable losses and costs, including legal fees. This does not apply to the extent we caused the problem.
16. Governing law
Hong Kong law governs these terms, without regard to its conflict-of-law rules. Subject to section 17, the courts of Hong Kong have exclusive jurisdiction.
17. Disputes
Talk to us first. Email support@fetchapp.co. Most problems can be fixed that way.
Arbitration. If we cannot settle it within 60 days, the dispute will be resolved by binding arbitration under the rules of the Hong Kong International Arbitration Centre (HKIAC). The arbitration will be in English and seated in Hong Kong. Either side may go to a small-claims court instead if the claim qualifies. We may ask any competent court for urgent relief to protect our intellectual property.
Individual claims only. You and we may bring claims only as individuals, not as a plaintiff or class member in a class or representative action. Where the law allows, both sides waive a jury trial.
Time limit. Any claim must be brought within one year after it arises, unless the law gives you longer.
If you live in the EU or the UK, the arbitration and class-action paragraphs above do not apply. You may bring a claim in the courts where you live. You also keep the protection of the mandatory consumer laws of your country. Wherever you live, nothing in these terms takes away consumer rights that the law says cannot be waived.
18. Apple-specific terms
These terms apply because you got Fetch from Apple's App Store:
- This agreement is between you and us, not Apple. We alone, not Apple, are responsible for Fetch and its content.
- Maintenance and support. We alone provide maintenance and support for Fetch. Apple has no obligation to provide any. Contact support@fetchapp.co.
- Warranty. Section 13 sets out what Apple will and will not do if Fetch fails to meet a warranty.
- Product claims. We, not Apple, are responsible for any claim by you or a third party about Fetch or your use of it. That includes product-liability claims, claims that Fetch fails to meet any legal or regulatory requirement, and claims under consumer-protection, privacy or similar laws.
- Intellectual property. If a third party claims that Fetch or your use of it infringes their intellectual property, we, not Apple, will be responsible for investigating, defending, settling and discharging that claim.
- Third-party beneficiary. Apple and its subsidiaries are third-party beneficiaries of these terms. Once you accept them, Apple has the right to enforce them against you.
19. Export and sanctions
You confirm that you are not in a country under a US Government embargo, or one the US Government has designated as supporting terrorism. You also confirm that you are not on any US Government list of prohibited or restricted parties.
20. Changes to these terms
We may update these terms. When we do, we change the date at the top. If a change is significant, we will tell you in the app or by email before it takes effect. If you keep using Fetch after that, you accept the new terms. If you do not agree, stop using Fetch and cancel your subscription.
21. General
- These terms and the Privacy Policy are the whole agreement between you and us about Fetch.
- If a court finds part of these terms invalid, that part is limited as little as possible, and the rest stays in force.
- If we do not enforce a right straight away, we have not given it up.
- You may not transfer these terms to anyone else. We may transfer them to a company that takes over Fetch, and your rights under them stay the same.
22. Contact
Cloud 9 Holdings Limited, Unit 1603, 16th Floor, The L. Plaza, 367–375 Queen's Road Central, Sheung Wan, Hong Kong