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Terms of Service

What do these terms cover?

These terms govern your use of an online service located at provided by Trackello Limited.

By accessing our website, you agree to abide by these Terms of Service and comply with all applicable laws and regulations. If you do not agree with these Terms of Service, we prohibit you from using or further accessing our site.

We, Trackello Limited, reserve the right to review and amend any of these Terms of Service at our sole discretion. Upon doing so, we will update this page. Any changes to these Terms of Service will take effect immediately from the date of publication.

Note that whenever referred to:

  • User - it shall mean an individual who accesses our website and uses our services;

  • Pet Owner - it shall mean a User who intends to or has already enrolled with Trackello and registered its animal in our database;

  • Pet Finder - it shall mean a User utilizing Trackello to contact the Pet Owner whose animal is registered in our database;

  • Trackello, app, we or us - it shall mean Trackello Limited;

  • Plan – it shall mean our annual registration plan;

  • ToS, terms, Terms of Service - it shall mean these Terms of Service;

These Terms of Service were last updated on the 23rd of December, 2021.

About Us

We are Trackello Limited, registered in England under company number 12376108, located at Suite 1 -3 The Hop Exchange, 24 Southwark Street, London, England, SE1 1TY.

You may contact us via

Our Services for Pet Owners

Trackello Limited offers its primary service to individual pet owners over 18 years of age or the age of majority in their country of residence. Therefore if you are one, we enable you to:

  • sign up and manage a user's account;

  • activate your animal's annual database registration plan, which is considered our primary service;

  • use additional features that supplement our primary service;

Apart from NFC/QR code collar tags, we include all additional features in our annual registration plan free of charge.

Geographic location and other factors can determine the use of our additional features. As a result, some of them may not yet be available in your region or work in full capacity. However, it does not limit or influence your pet's active database registration.

Trackello Limited retains the right to modify the list and form of additional features as well as their cost at any time and for any reason. Nonetheless, we will notify you in advance about any changes.

We recommend checking out our Support for further details on this topic.

Our Services for Pet Finders

If you have found a pet with an active Trackello database registration, you can contact its owner by:

  • a direct call, if the owner agreed to display the phone number;

  • a contact form message or direct voice mail via the pet's digital profile

You agree to provide at least one contact detail for the owner to reach you back.

We do not charge any fees for enabling Pet Finders to contact Pet Owners. Still, depending on the provider, individual connection costs can occur when calling our hotline or direct voice mail service.

Geographic location and other factors can determine the use of our hotline and direct voice mail service. As a result, these may not yet be available in your region or work in full capacity. If so, we suggest using the text message feature.

User Interaction and Safety

Trackello enables contact between Pet Finders and Pet Owners with an active pet database registration.

We strive to provide our services in respect of data protection regulations. Therefore we do not disclose any contact information of registered Pet Owners without their consent. Unless the Pet Owner decides to display the contact number publicly, all initial communication from the Pet Finder is utilized by one-way text or voice messaging.

Delivered messages are available for the Pet Owner to view in the account inbox. They may contain contact details like a phone number or e-mail address and other information the Pet Finder agreed to provide.

Pet Owners decide on the form of potential contact either by giving consent to display the phone number on their pet's digital profile or by choosing only to be informed via the contact form/voice mail option.

Under no circumstances shall Trackello be held accountable for any unanswered or failed communication attempts between the Pet Owner and the Pet Finder. We do not take responsibility for the quality, the content, and the accuracy of text and voice messages that the Pet Owner may receive. Furthermore, by utilizing the additional feature of missing pet alerts, Pet Owners authorize Trackello to send e-mail notifications to nearby vet clinics, shelters, and other pet services, on their behalf. We do not take responsibility for lack of action from a potential recipient of such an alert if one recovers a missing animal but fails to contact the Pet Owner back (see Liability).

Trackello does not:

  • settle disputes regarding ownership of pets;

  • offer rewards for finding animals;

  • participate in transport or accommodation of a found animal;

  • participate in other activities connected with maintaining a found animal;

To avoid scams and other potentially dangerous situations, we strongly advise Pet Owners to exercise caution when contacting whoever claims to have seen or has found their missing animal. In particular, if they decide to communicate outside of Trackello, meet in person, or agree to collect their pet.

Pet owners are required to to exercise caution when providing any personal information within their pet's public profile, including photos, address or their phone number.

Please note that public disclosure of information, such as an address, may be potentially dangerous, and this data may also be used improperly by third parties.

We also recommend Pet Finders exercise caution when contacting Pet Owners, and we always advise approaching local authorities regarding maintaining a stray or lost animal.

You are solely responsible for interactions with other Users and for protecting information that may be subject to Limitations of Use or Liability if voluntarily or accidentally disclosed.

Payment, Cancellation & No-refund policy

If you are a Pet Owner, we require payment to activate your animal's annual registration plan.

Trackello partners with Stripe for payment processing, so we do not store your card details.

Stripe may charge you specific fees, such as foreign transaction fees or fees relating to payment processing. Local tax charges may vary depending on the payment method of your choice.

We advise referring to Stripe website for more information and checking your order prior to payment.

We reserve the right to, at our sole discretion, issue promo codes, amend our primary service price or set up new charges. We will notify you in advance if the primary service charge changes. New prices will be effective with your next annual plan if you extend your registration.

The use of a promo code is subject to the Terms and Conditions and may also be subject to specific conditions presented with the code. Unless otherwise stated, a single code may only be used once per animal. Promo codes cannot be cashed in, transferred or exchanged for cash.

You can cancel your pet's annual registration plan by:

  • canceling your subscription auto-renewal;

  • deleting its profile or deleting your user account;

  • not extending the plan for another period;

If you cancel your subscription auto-renewal, we cannot automatically extend your pet's registration plan. However, your plan will be active throughout the rest of the current billing period. We will deactivate your plan immediately if you delete your pet's profile or your user account. If you do not extend your plan for another year (i.e., if we cannot charge your card), your pet's profile will be deactivated and put on hold.

Trackello Limited does not issue refunds. Your right as a consumer to change your mind does not apply to our primary service once it's complete, even if the cancellation period is still valid. We start providing you with (deliver to you) our primary service during the cancellation period upon your request and complete it by immediately activating your pet's annual registration and storing its information in our database.

We recommend checking out our Support for further details on this topic.

Service Restrictions and Modifications

In order to ensure the proper performance of services in accordance with our ToS, we are constantly developing and improving our offer, which means that sometimes some functionalities or the services themselves may be updated. We can also add new and disable existing services, either periodically or permanently.

Trackello reserves the right to discontinue its services for any time and for any reason, including technical problems, maintenance, modification, testing, and legal or regulatory reasons. Our active Users will be notified of all such possible events.

Access to certain features and services we offer may also be made conditional upon your consent to additional specific terms and conditions imposed by us or third parties.

In the event of discrepancies or inconsistencies between the specific conditions and our Terms of Service, the special conditions shall apply.

Limitations of Use

By using our website, you warrant on behalf of yourself and other parties you represent that you will not:

  • modify, copy, prepare derivative works of, decompile, or reverse engineer any materials and software contained on this website;

  • remove any copyright or other proprietary notations from any materials and software on this website;

  • transfer the materials to another person or "mirror" the materials on any other server;

  • knowingly or negligently use this website or any of its associated services in a way that abuses or disrupts our networks or any other service Trackello Limited provides;

  • use this website or its associated services to transmit or publish any harassing, indecent, obscene, fraudulent, or unlawful material;

  • use this website or its associated services in violation of any applicable laws or regulations;

  • use this website in conjunction with sending unauthorized advertising or spam;

  • harvest, collect or gather user data without the user's consent; or

  • use this website or its associated services in such a way that may infringe the privacy, intellectual property rights, or other rights of third parties;

  • block your geographic location or give false information regarding your location in a way that disrupts our ability to provide you with our service

  • not share your personal and contact data in sections of the website not intended for this purpose, e.g. on your pet's public profile .

Intellectual Property

The intellectual property in the materials contained in this website is owned by or licensed to Trackello Limited and is protected by applicable copyright and trademark law.

User-Generated Content

You retain your intellectual property ownership rights over the content you submit for publication on our website. We will never claim ownership of your content, but we do require a license from you to use it.

When you use our website or its associated services to post, upload, share or otherwise transmit content covered by intellectual property rights, you grant us a non-exclusive, royalty-free, transferable, sub-licensable, worldwide license.

This license is to use, distribute, modify, run, copy, publicly display, translate or otherwise create derivative works of your content in a manner that is consistent with your privacy preferences and our Privacy Policy.

The license you grant us can be terminated at any time by deleting your content or your user account. However, to the extent that we (or our partners) have used your content in connection with commercial or sponsored content, the license will continue until the relevant commercial or post is discontinued by us.

You permit us to use your identifying information associated with your account in a manner that is consistent with your privacy preferences and our Privacy Policy.

We reserve the right to review and remove any content that violates our Terms of Service, although we do not necessarily check all of the content provided by our Users on our website.

Therefore we do not guarantee that the content provided by our Users will comply with our ToS.


Our website and the materials are provided on an "as is" basis. To the extent permitted by law, Trackello Limited makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties including, without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property, or other violation of rights.

We make no guarantees to the effectiveness of provided services, and in no event shall Trackello Limited or its suppliers be liable for any consequential loss suffered or incurred by you or any third party arising from the use or inability to use this website or the materials on this website, even if Trackello Limited or an authorized representative has been notified, orally or in writing, of the possibility of such damage.

In the context of this agreement, "consequential loss" includes any consequential loss, indirect loss, actual or anticipated loss of profit, loss of an animal, loss of the ability to retrieve or recover a missing or lost animal, loss of benefit, loss of revenue, loss of business, loss of goodwill, loss of opportunity, loss of savings, loss of reputation, loss of use and loss or corruption of data, whether under the statute, contract, equity, tort (including negligence), indemnity or otherwise.

Because some jurisdictions do not allow limitations on implied warranties or liability for consequential or incidental damages, these limitations may not apply to you.

Accuracy of Materials

The materials appearing on our website are not comprehensive and only general information.

Trackello Limited does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on this website or otherwise relating to such materials or on any resources linked to this website.

External Links

Trackello Limited does not review all of the sites linked to or by its website and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement, approval, or control by Trackello of the site.

We may, however, recommend Pet Owners to visit external links to other sites, services, or social media, based on the specifics of how our additional features work.

Such external links suggested via Trackello contain only information available to the general public. We do not scrape, harvest, or extract data directly from other websites.

Nevertheless, the use of any external links is at our User's own risk.

Right to Terminate

We may limit, suspend or terminate your right to use our website and terminate these Terms of Service immediately upon written notice to you for any breach of these Terms of Service or Privacy Policy.


Any term of these Terms of Service which is wholly or partially void or unenforceable is severed to the extent that it is invalid or unenforceable. The validity of the remainder of these Terms of Service is not affected.

Governing Law

These Terms of Service are governed by and construed by the laws of the United Kingdom. You irrevocably submit to the exclusive jurisdiction of the courts in that State or location.