PackOffice terms of service

These terms cover your use of PackOffice, practice software for dog trainers, provided by Hachi Holdings Pty Ltd (ACN 703 589 075), trading as PackOffice ("we", "us"). By creating an account you agree to them. If you are signing up for a business, you confirm you can bind that business.

1. The service

PackOffice is a subscription web application for managing a dog training practice: enquiries, clients and dogs, bookings, programs, invoices, payments, equipment and stock, messages, team pay and financial reports. We host it, keep it running and improve it. We do not provide dog training, accounting, tax, or legal advice, and nothing in the software is advice of that kind.

2. Your account and your team

• You are responsible for your login details and for everything done under your account, including by team members you invite.
• Team members see only what their role allows. You decide who is a team member and you can remove them at any time.
• You must give us accurate business details (name, ABN, GST status, bank details) because they print on the tax invoices the software issues in your name.

3. Trials, plans and payment

• New accounts start on a 14-day free trial. No card is needed for the trial. Some features (SMS, the public booking page) switch on once a card is added. Trials run on the Studio plan. If no plan is chosen by day 14 the account becomes read-only; your data is kept for the 90-day export period in section 6.
• Plans are Solo and Studio, billed monthly or yearly in advance in Australian dollars, GST inclusive, by card through Stripe. Yearly billing is ten months' price for twelve.
• Prices can change with 30 days' notice by email. A change applies from your next billing period. Founding partner pricing is locked for the period stated in your founding agreement.
• If a payment fails we will retry and email you. After 14 days of non-payment your account becomes read-only until it is paid.
• Fees already paid are not refunded when you cancel, except where the Australian Consumer Law or these terms require it. If we end your account other than for your breach, or retire the service, we refund the unused part of any yearly plan pro rata.

4. Card payments from your clients

• You may connect your own Stripe account so your clients can pay invoices by card. Card payments are made directly to your Stripe account: you are the seller and merchant of record to your client, and we never hold your clients' money.
• Connecting Stripe means you accept Stripe's Connected Account Agreement and Services Agreement. Stripe may ask you to verify your identity and can pause payouts under its own terms; that is between you and Stripe.
• Stripe charges its processing fee to your Stripe account under Stripe's own terms (for Australian cards, 1.65% plus A$0.30 at the time of writing). On each successful card payment we also take an application fee of 0.85% (GST inclusive), collected automatically by Stripe. We issue you a monthly tax invoice for our fees.
• Payouts from your Stripe account to your bank follow the schedule you set in Stripe.
• Refunds and disputes are between you, your client and Stripe. When you refund a payment, we refund the matching share of our application fee. If a client disputes a payment, Stripe holds the disputed amount in your account while it decides, and automatic payments pause for that client.

5. Messages sent through PackOffice

Emails and SMS are sent on your instruction and in your name. You are responsible for having the client's consent to contact them, for the content, and for complying with the Spam Act 2003 (Cth) and the Privacy Act 1988 (Cth). We provide unsubscribe handling for marketing messages and reminder controls for service messages.

6. Your data

• Your client, dog, session, invoice and financial data is yours. We use it only to provide the service to you, to keep it secure, and to produce aggregated statistics that do not identify you or your clients.
• You can export all of it at any time from Settings → Account.
• Data is stored in Australia (Sydney region) with our hosting provider. Sub-processors are listed in the privacy policy.
• If you cancel, you keep read-only access and exports for 90 days. After that we delete your account data, except what we must keep by law (for example our own tax records of your subscription payments).
• We access your client data only to provide the service, on your instruction (for example support you ask for), or as the law requires; every staff access is logged. We will tell you promptly about any data breach affecting your data, help you respond to it, and help you answer a client's access, correction or deletion request. Our providers are bound by contract to equivalent protections.

7. Acceptable use

Do not use PackOffice to break the law, to send unsolicited marketing, to store data you have no right to hold, to attack or overload the service, or to build a competing product from its features. Do not share a login between people; invite them instead.

8. Availability and changes

We aim to keep the service available at all times but do not promise it. Planned maintenance will be announced in the app. We may add, change or retire features; if we retire something you rely on we will give 30 days' notice and a way to export the related data.

9. Consumer guarantees and liability

• Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits those guarantees.
• To the extent the law allows, our liability for anything else is limited to re-supplying the service or paying the cost of re-supply, and in any case to the fees you paid us in the 12 months before the claim.
• We are not liable for loss caused by your own inputs (for example wrong prices or bank details on an invoice), by your clients, by Stripe or another provider outside our control, or for indirect loss such as lost profit.
• You indemnify us for claims by your clients or team members arising from how you use the service.

10. Ending the agreement

You can cancel any time from the Subscription page; the cancellation takes effect at the end of the paid period. We can suspend or end your account for breach of these terms with notice, or immediately if the breach is serious or the law requires it. Sections 5, 6, 9 and 11 survive.

11. General

These terms are governed by the law of Victoria, Australia, and the parties submit to the non-exclusive jurisdiction of the courts of Victoria. We may update them; material changes are emailed 30 days ahead. If a part is unenforceable the rest stands. Questions: support@packoffice.app, PO Box 3092, Newport VIC 3015, Australia.

Version 1.0, effective 26 October 2026.

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