Frequently Asked Questions

Dear Paw is a private space for people who have lost a pet. You can preserve your pet's photos, personality, habits and shared memories, and have AI-simulated conversations through Dear Paw AI. Replies are generated from the pet information and conversation content you provide. They are AI simulations and do not represent your actual pet, genuine animal communication or messages from the spirit world.

Dear Paw is available for registration only to adults aged 18 or over. Dear Paw provides a space for preserving pet memories and having AI-simulated conversations. It does not provide counselling, therapy, medical or veterinary diagnosis, and cannot replace professional support.

Dear Paw AI uses information you provide in your pet's profile, such as personality, habits, how you would like your pet to address you, their story and memories you shared, together with available conversation content to generate simulated replies. More specific information gives the AI more context to work with, but it can still misunderstand or make mistakes. AI replies should not be treated as proof of real events or your pet's actual thoughts.

Within the same conversation, Dear Paw AI uses available earlier content to follow the discussion, but it cannot be guaranteed to remember every detail every time. If a name, memory or detail is important, you can mention it again in your current message or add information suitable for longer-term use to your pet's profile.

Create a pet profile: My Pets → Create Pet Profile at the top right → complete the required * fields → Create Pet Profile Other information is optional, and you do not need to record every memory at once. Edit a pet profile: My Pets → choose a pet → Edit Profile → make your changes → Save Changes After you save, Dear Paw AI will use the updated pet information in subsequent conversations.

You can add a photo when creating a pet profile. To change it later: My Pets → choose a pet → Edit Profile → change the photo → Save Changes Photos must be JPEG, PNG or WebP and no larger than 5 MB.

My Pets → More at the bottom right of the pet card → Delete Profile → confirm A deleted pet profile cannot be restored. The related pet information and conversations will also be deleted. Download the pet profile and chat record first if you want to keep them.

My Pets → choose a pet → open Chat If a conversation already exists, you can choose Continue Previous Conversation or Start New Conversation. Before the first message in the new conversation is accepted by the system, you can still choose Restore Previous Conversation. Once that message is accepted, the previous conversation is removed from your account and can no longer be viewed or restored. If you want to keep the current conversation, download the chat record before starting a new one.

Download a pet profile: My Pets → choose a pet → Edit Profile → Download Profile Download a chat record: My Pets → choose a pet → open Chat → Download Chat When the document opens, use Save as PDF or the equivalent option in your browser to save it to your device.

Free includes 1 pet profile and up to 15 chat messages per day. New members receive up to 30 messages per day for their first 7 days, while the pet-profile limit remains 1. Standard is HK$48 per month and includes up to 3 pet profiles and 50 chat messages per day in total across your pets. Premium is HK$98 per month and includes up to 6 pet profiles and 100 chat messages per day in total across your pets.

The daily chat-message allowance applies to your account and is shared across its pets. Each message you send counts as one message, even if it contains multiple sentences. AI-generated pet replies do not count towards your daily message allowance. The allowance resets every day at 00:00 Hong Kong time.

If a downgrade leaves you with more pets than your new plan allows, excess pet profiles become locked and enter a 30-day grace period. During the grace period, you can still view and download their pet profiles and chat history and may permanently delete your own locked pet profile, but normal chat and editing are unavailable. Follow the deadline and instructions shown on the website.

Account → Subscription Management → choose a plan → follow the confirmation steps Upgrades normally take effect after payment is completed. The effective date for a downgrade or change to Free is shown before you confirm.

Account → Subscription Management → Payment & Billing → Manage Payments & Billing Payment and billing services are provided through Stripe. A receipt for a successful payment is also sent to the email address used for payment. For refund enquiries, email billing@dearpaw.app. Refund eligibility is governed by the current Subscription and Refund Policy and applicable law.

If payment succeeded but your plan has not updated, first return to Subscription Management to check the status. Do not immediately pay again. If there is a payment or renewal problem, use Manage Payments & Billing to review or update your payment details. If the issue continues, email billing@dearpaw.app. If a paid subscription ultimately ends and the account returns to Free, pets above the Free limit follow the 30-day grace-period arrangements.

Register by entering your email and password on the registration page and completing email confirmation. To change your password: Account → Change Password → enter your current and new password If you do not remember your current password, use Forgot Password on the Login page.

Account → Delete Account → read the warning → confirm deletion Account deletion cannot be undone and ends service access and the existing subscription. Download anything you want to keep first.

A verified backup email gives you an additional way to reset your password. Setup: Account → Backup Email Address → Set Up → enter the backup address and your current password → complete verification from that mailbox It does not replace your registered email or become a new login email.

If you can still access your registered email, choose Forgot Password on the Login page, enter your registered email and follow the instructions you receive to set a new password. If you cannot access your registered email but have an available verified backup email, enter the backup email under Forgot Password and receive the password-reset email there. After resetting your password, you still sign in to Dear Paw with your original registered email. If you cannot access either your registered email or an available verified backup email, Dear Paw support cannot manually bypass account-ownership verification. First try to restore mailbox access through your email provider.

Pet profiles and conversations are private account content and are not made public to other users simply because you create them. Dear Paw personnel do not access or read your private conversations without a legitimate need to do so. Authorised personnel may access relevant information only where reasonably necessary to provide support, investigate technical or security issues, or meet legal obligations. Relevant service providers may also process information needed to provide the service.

You can edit available pet-profile information, download pet profiles and chat records, and delete pet profiles or your entire account. Downloaded pet profiles or chat records are not complete copies of all personal data associated with your account. See the Privacy Policy for full details.

For general use, account or privacy questions: support@dearpaw.app For payments, subscriptions or billing questions: billing@dearpaw.app Dear Paw currently provides email support only. Phone and live-chat support are not available. We will reply within 72 hours of receiving your enquiry. Briefly describe what happened, approximately when it happened and any message shown on screen. If useful, you may include a screenshot with unnecessary private information hidden. Do not send passwords, verification codes, complete reset links or full payment-card details.

You can correct inaccurate information directly and tell the AI the correct details. If the problem continues or a reply makes you uncomfortable, email support@dearpaw.app with a short description and the relevant reply excerpt or a screenshot with unnecessary private information hidden. You do not need to provide your entire private conversation.