Last updated: August 8, 2026

Version française : https://systemslabhq.com/pages/psl-conditions-d-utilisation

These Terms of Service (the "Terms") are a legal agreement between Matrix Global Empire Inc., operating as The Systems Lab ("we", "us", "our"), and the business that creates an account (the "Customer", "you", "your") for the use of Pet Services Lab (the "Service").

By creating an account, clicking to accept, or using the Service, you agree to these Terms on behalf of the business you represent. If you do not agree, do not use the Service.

The Service is offered to businesses only. You represent that you are entering into these Terms for business purposes and not as a consumer, and that the Service will be used in the operation of a business.

1. Definitions

  • "Service" means the Pet Services Lab software-as-a-service platform, including the web application, mobile applications, associated documentation, and the help centre.
  • "Tenant Account" means the isolated account established for your business, including all locations, staff logins, and settings under it.
  • "Customer Data" means all data you or your Users enter into or generate within the Service, including client records, pet records, appointments, messages, transaction records, and business settings.
  • "Client" means an end customer of your business whose information you store in the Service.
  • "User" means you and each individual (including your staff) who accesses the Service under your Tenant Account.
  • "Plan" means a paid subscription tier (currently Starter, Growth, or Pro) and any add-ons.
  • "Payment Processor" means a third-party payment provider you connect to the Service to take payments from your Clients (currently Stripe or Square).

2. The Service; Changes and Maintenance

  1. Pet Services Lab is a grooming and pet-services management platform providing scheduling, client and pet management, point-of-sale, payments integration, payroll tools, inventory, marketing, reporting, and communication features.
  2. We may add to, modify, or remove features of the Service from time to time, including where required by law, for security reasons, or because of changes by a third-party provider we depend on. We will not materially reduce the core functionality of your paid Plan during a billing period without notice.
  3. We perform scheduled and unscheduled maintenance, which may temporarily degrade or interrupt the Service. We will use reasonable efforts to schedule maintenance at times that minimize disruption.

3. Licence Grant and Restrictions

  1. Grant. For the duration of these Terms and subject to payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, non-sublicensable licence for you and your Users to access and use the Service for your internal business purposes.
  2. Restrictions. You will not, and will not permit any User or third party to: (a) copy, modify, or create derivative works of the Service; (b) reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code or underlying structure of the Service, except to the extent such a restriction is prohibited by law; (c) rent, lease, resell, sublicense, or provide the Service to any third party, including on a service-bureau or hosting basis; (d) access or use the Service to develop a product or service that competes with it; (e) circumvent or attempt to circumvent any security control, access restriction, usage limit, or tenant isolation in the Service; (f) attempt to re-identify any aggregated or de-identified data; or (g) remove or obscure any proprietary notice in the Service.
  3. All rights not expressly granted are reserved by us and our licensors.

4. Accounts and Responsibility

  1. You must provide accurate, current information when creating and maintaining your account, and keep it up to date.
  2. You are responsible for all activity under your Tenant Account, including activity by your Users, and for maintaining the confidentiality of all credentials, PINs, and access controls. We are not liable for loss arising from use of your account by someone you allowed to obtain your credentials.
  3. You must notify us promptly at pslsupport@systemslabhq.com of any suspected unauthorized use of your account.
  4. You must be of the age of majority in your province or territory to create an account.

5. Customer Representations

You represent and warrant, on an ongoing basis, that: (a) the individual accepting these Terms has full authority to bind the Customer; (b) you and your Users will use the Service in compliance with applicable laws, including privacy, anti-spam, tax, employment, and consumer-protection laws; (c) every person whose contact information you import into or collect within the Service for the purpose of sending commercial electronic messages has given the consent required by applicable law, including CASL, and (d) the content of every message you send through the Service will comply with applicable law.

6. Free Trial

New accounts receive a 14-day free trial with full access to the Service's features. No credit card is required during the trial. At the end of the trial, you must select a paid Plan to continue using the Service. We may modify or discontinue trial offerings at any time for new accounts. Customer Data entered during a trial is retained for 30 days after trial expiry, after which it may be deleted unless we are required by law to retain it. If you select a paid Plan within that period, your data continues uninterrupted.

7. Fees, Billing, and Taxes

  1. Paid Plans are billed monthly, in advance, per location. Add-ons (including the Products & Inventory add-on and SMS segment blocks) are billed as described in the Service at the time of purchase.
  2. All prices are in Canadian dollars unless otherwise stated, and are exclusive of applicable taxes (including GST/HST/QST/PST), which you are responsible for and which will be added where required.
  3. Subscriptions renew automatically each billing period until cancelled.
  4. Plan upgrades take effect immediately with a prorated charge. Plan downgrades take effect at the end of the current billing period, without proration or refund.
  5. We may change our prices on at least 30 days' notice, effective at your next renewal. Continued use after the effective date constitutes acceptance of the new prices.
  6. Amounts not paid when due may accrue interest at the lesser of 1.5% per month (19.56% per annum) and the maximum rate permitted by law, and we may suspend the Service under section 11 if a payment failure is not cured within a reasonable period after notice.
  7. Except as expressly stated in these Terms or required by law, all fees are non-refundable, and we do not provide refunds or credits for partial billing periods.

8. Payment Processing for Your Clients

  1. The Service integrates with Payment Processors so that you can charge your Clients. We are not a payment processor, money services business, or financial institution. All funds from your Clients flow through your own account with the Payment Processor, under your direct agreement with that processor, and are never held by us.
  2. Your use of a Payment Processor is governed by that processor's own terms, and you are responsible for complying with them, including card-network rules and any obligations relating to refunds, chargebacks, and disputes with your Clients.
  3. We are not responsible for the acts, omissions, availability, or fees of any Payment Processor, for the settlement or availability of funds, or for any dispute between you and a Payment Processor or between you and your Clients. To the maximum extent permitted by law, you waive any claim against us arising out of your use of a Payment Processor.
  4. Certain processor actions available in the Service are irreversible or constrained by the processor (for example, disconnecting a payment account, or processor-specific refund rules). Where the Service warns that an action is irreversible, you accept the consequences of proceeding.

9. Customer Data; Privacy; Backups; Your Compliance Obligations

  1. You own your Customer Data. As between the parties, you retain all right, title, and interest in Customer Data. You grant us a non-exclusive, worldwide, royalty-free licence to host, process, transmit, display, and back up Customer Data as necessary to provide, secure, maintain, and improve the Service and to comply with law.
  2. Our collection and handling of personal information is described in our Privacy Policy (https://systemslabhq.com/pages/psl-privacy-policy), which is incorporated into these Terms by reference.
  3. You choose what personal information to put into the Service, and you are the party with the direct relationship with your Clients. You are responsible for: (a) obtaining all consents and providing all notices required under applicable privacy laws, including PIPEDA and substantially similar provincial legislation, for the collection, use, and disclosure of Client personal information through the Service; (b) responding to access, correction, and deletion requests from your Clients; and (c) the accuracy and lawfulness of all Customer Data. You must not store payment card numbers or other prohibited data categories in free-text fields of the Service.
  4. The Service provides tools that support compliance (such as consent tracking, unsubscribe handling, and quiet-hours enforcement), but those tools do not relieve you of your own legal obligations, and we make no representation that your use of the Service will make you compliant with any law.
  5. Backups. We perform routine backups of Customer Data and will make commercially reasonable efforts to restore data in the event of loss on our systems. The Service also provides export tools, and you are responsible for maintaining your own periodic exports of information material to your business. Except as set out in section 18, we are not liable for loss or corruption of Customer Data.
  6. We may process and store Customer Data using reputable third-party infrastructure and sub-processors, which may be located outside Canada. You authorize such processing and storage, and acknowledge that data stored outside Canada may be subject to the laws of those jurisdictions.
  7. We may use aggregated and de-identified data derived from use of the Service, provided it does not identify you, any Client, or any individual, for purposes including operating, benchmarking, and improving the Service.

10. Acceptable Use

You will not, and will not permit anyone to: (a) use the Service for any unlawful purpose or in violation of any applicable law; (b) send unsolicited or unlawful messages through the Service; (c) interfere with or disrupt the integrity or performance of the Service, or attempt to gain unauthorized access to it or to other tenants' data; (d) use the Service to store or transmit malicious code; (e) use the Service in a manner that is abusive, harassing, or infringes the rights of any third party; or (f) misrepresent your identity or affiliation.

11. Suspension

We may suspend your access to the Service, in whole or in part, with notice where practicable, if: (a) undisputed fees are overdue and remain unpaid after notice; (b) we reasonably believe your use violates section 3.2 or section 10, or poses a security or privacy risk to the Service, to other customers, or to any third party; or (c) suspension is required by law. We will limit any suspension in scope and duration to what is reasonably necessary, and will restore access promptly once the cause is resolved. Fees continue to accrue during a suspension caused by your breach, and suspension does not limit our right to terminate.

12. Term, Cancellation, and Termination

  1. These Terms apply from account creation until your account is closed.
  2. Cancellation by you. You may cancel your subscription at any time through the Service. Cancellation takes effect at the end of the current billing period. Your data remains accessible until that time.
  3. Termination by us for cause. We may terminate these Terms and close your account on written notice if you materially breach these Terms and fail to cure the breach within 15 days of notice, or immediately for a breach of section 3.2 or section 10 that cannot reasonably be cured, for non-payment continuing after suspension, or where required by law.
  4. Termination by us for convenience. We may terminate these Terms on at least 60 days' written notice, in which case we will refund any prepaid fees for the period after the effective date of termination.
  5. Effect of termination. Upon cancellation or termination: (a) your right to use the Service ends; (b) for a period of 30 days, we will make your Customer Data available for export in a commonly used format on request; and (c) after that period we may delete Customer Data from active systems, unless and to the extent we are required by law to retain it, and subject to backup retention cycles. Termination does not relieve you of the obligation to pay fees accrued before the effective date. Sections that by their nature should survive (including sections 9.1, 13, and 16 through 26) survive termination.

13. Intellectual Property; Feedback

The Service, including all software, design, text, and trademarks (other than Customer Data), is owned by us or our licensors, and no rights are granted except as expressly set out in section 3. If you provide suggestions or feedback, you grant us a perpetual, irrevocable, royalty-free licence to use it without restriction or obligation to you.

14. Beta Features

We may make early-access or beta features available, identified as such in the Service. Beta features are optional, are provided for evaluation, may be changed or withdrawn at any time without notice, and are excluded from any commitments in these Terms regarding functionality. Notwithstanding section 18, our total liability arising out of any beta feature will not exceed $100.

15. Third-Party Services

The Service interoperates with third-party services, including Payment Processors, SMS and email delivery providers, and hosting infrastructure, and may allow you to connect additional third-party services to your account. Third-party services are provided under their own terms, and your use of them is between you and the third party. We do not control and are not responsible for their availability, performance, data practices, or acts and omissions, and a failure or change in a third-party service that affects features of the Service is not a breach of these Terms by us. To the maximum extent permitted by law, you waive any claim against us arising out of a third-party service.

16. Confidentiality

Each party will protect the other's non-public information disclosed in connection with the Service with at least reasonable care, use it only for purposes of these Terms, and not disclose it except to personnel and advisers who need it and are bound by confidentiality obligations, or as required by law with notice where lawful. These obligations do not apply to information that is public through no fault of the recipient, already known without obligation, independently developed, or lawfully received from another source.

17. Warranty Disclaimer

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE". TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, WE DISCLAIM ALL WARRANTIES, REPRESENTATIONS, AND CONDITIONS OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING ANY IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY, MERCHANTABLE QUALITY, FITNESS FOR A PARTICULAR PURPOSE, DURABILITY, TITLE, AND NON-INFRINGEMENT, AND ANY WARRANTIES ARISING FROM COURSE OF DEALING OR USAGE OF TRADE. WITHOUT LIMITING THE FOREGOING, WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE, THAT DEFECTS WILL BE CORRECTED, OR THAT ANY DATA WILL BE ACCURATE OR PRESERVED WITHOUT LOSS, AND WE MAKE NO SERVICE-LEVEL COMMITMENT. NO ADVICE OR INFORMATION OBTAINED FROM US OR THROUGH THE SERVICE CREATES ANY WARRANTY NOT EXPRESSLY STATED IN THESE TERMS. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN WARRANTIES, SO SOME OF THE ABOVE MAY NOT APPLY TO YOU.

18. Limitation of Liability

  1. TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, REVENUE, GOODWILL, BUSINESS OPPORTUNITY, OR DATA (EXCEPT AS PROVIDED IN SECTION 12.5 REGARDING DATA EXPORT), HOWEVER CAUSED AND UNDER ANY THEORY OF LIABILITY, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
  2. TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE WILL NOT EXCEED THE TOTAL FEES PAID BY YOU TO US FOR THE SERVICE IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE FIRST EVENT GIVING RISE TO LIABILITY.
  3. The exclusions and limitations in this section do not apply to: (a) your payment obligations; (b) your indemnification obligations under section 19; (c) either party's fraud or wilful misconduct; or (d) any liability that cannot be excluded or limited under applicable law.
  4. The parties agree that this section reflects an agreed allocation of risk, that the fees reflect that allocation, and that we would not offer the Service at these fees without it.

19. Indemnification

  1. By you. You will defend, indemnify, and hold harmless us, our directors, officers, employees, and agents from and against any third-party claims, and all resulting damages, costs, and reasonable legal fees, arising out of or relating to: (a) Customer Data, including any claim that it was collected, used, or disclosed without required consent; (b) your marketing or messaging through the Service, including any claim under CASL; (c) your dealings with your Clients, including services rendered, payments, refunds, and chargebacks; (d) your breach of these Terms or of applicable law; or (e) your use of a Payment Processor or other third-party service.
  2. By us. We will defend, indemnify, and hold harmless you from and against any third-party claim alleging that the Service, as provided by us and used in accordance with these Terms, infringes a Canadian patent, copyright, or registered trademark, and will pay resulting damages finally awarded and reasonable legal fees. If such a claim arises or is likely, we may modify the Service, procure the right for you to continue using it, or terminate the affected portion and refund prepaid fees for the unused period. This section states our entire liability for infringement.
  3. The indemnified party will promptly notify the indemnifying party of any claim and reasonably cooperate at the indemnifying party's expense; the indemnifying party controls the defence, provided it may not settle a claim in a manner that imposes obligations on the indemnified party without consent.

20. Force Majeure

Neither party is liable for delay or failure to perform (other than payment obligations) caused by events beyond its reasonable control, including internet or infrastructure failures, acts of third-party service providers, labour disputes, acts of government, epidemics, and natural disasters, provided the affected party uses reasonable efforts to mitigate.

21. Governing Law

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict of laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

22. Dispute Resolution; Arbitration; Class Action Waiver

  1. Informal resolution first. Before commencing any proceeding, the complaining party will give the other written notice describing the dispute, and the parties will attempt in good faith to resolve it within 30 days, including by meeting (in person or remotely) if either party requests. Settlement discussions are confidential and inadmissible in any later proceeding.
  2. Arbitration. Except as set out in section 22.4, any dispute arising out of or relating to these Terms or the Service that is not resolved informally will be finally resolved by confidential, binding arbitration administered under the Arbitration Rules of the ADR Institute of Canada, Inc., seated in Toronto, Ontario, before a single arbitrator, conducted in English. Judgment on the award may be entered in any court of competent jurisdiction.
  3. No class proceedings. To the maximum extent permitted by applicable law, each party may bring claims against the other only in its individual capacity, and not as a plaintiff or class member in any class, collective, or representative proceeding, and the arbitrator may not consolidate claims of more than one party.
  4. Exceptions. Either party may: (a) bring an individual claim within the monetary jurisdiction of the small claims court of its home province; (b) seek injunctive or other equitable relief in a court of competent jurisdiction for infringement or misuse of intellectual property or confidential information, or unauthorized access to the Service; and (c) in our case, bring a court proceeding to collect undisputed amounts you owe.
  5. For any matter properly before a court, the parties attorn to the exclusive jurisdiction of the courts of Ontario, sitting in Toronto.
  6. The costs of any arbitration, including the parties' legal fees, will be allocated by the arbitrator in accordance with the applicable arbitration rules.

23. Changes to these Terms

We may update these Terms from time to time. For material changes, we will give at least 30 days' notice by email or in-app notification before the changes take effect, and the changes will apply from your next renewal after the effective date. If you do not agree to a material change, your remedy is to cancel under section 12.2 before it takes effect. Continued use after the effective date constitutes acceptance. The "Last updated" date above reflects the current version.

24. Publicity

We will not identify you by name or logo as a customer in our marketing materials without your prior written permission. You may revoke that permission at any time on written notice, and we will cease new uses immediately and remove existing uses within 14 days.

25. General

  1. Entire agreement. These Terms, together with the Privacy Policy and any plan-selection details presented in the Service, are the entire agreement between the parties regarding the Service and supersede all prior agreements on that subject.
  2. Assignment; subcontracting. You may not assign these Terms without our prior written consent, not to be unreasonably withheld, except to a successor in a sale of substantially all of your business, with notice to us. We may assign these Terms in connection with a merger, acquisition, corporate reorganization, or sale of assets, and we may perform our obligations through affiliates and subcontractors, remaining responsible for their performance.
  3. Severability. If any provision is held unenforceable, it will be modified to the minimum extent necessary, and the remainder will continue in effect.
  4. Waiver. A failure to enforce a provision is not a waiver of it.
  5. Notices. We may give notice by email to your account email or in-app; you may give notice by email to psllegal@systemslabhq.com. Notices are deemed given when sent, absent a delivery failure.
  6. Language. The parties have requested that these Terms and all related documents be drawn up in English. A French version is available at the link at the top of this page. In the event of any inconsistency between the English and French versions, the English version prevails.
  7. Independent contractors. Nothing in these Terms creates a partnership, joint venture, or agency relationship.

26. Contact

Questions about these Terms: psllegal@systemslabhq.com

Matrix Global Empire Inc. o/a The Systems Lab

3230 Yonge Street #4078

Toronto, ON M4N 3P6

Canada

Contact us