Terms of Service

Last updated 13 October 2026.

Overview & acceptance

These Terms of Service (“Terms”) govern your access to and use of the website at pug.sh and the hosted Pug Cloud service (app.pug.sh), operated by Tshoka Pvt Ltd (“Pug”, “we”, “us”). By creating an account or using the service, you agree to these Terms. If you are using Pug on behalf of an organization, you represent that you have authority to bind it, and “you” means that organization.

These Terms cover the website and the hosted service. They do not govern the open-source Pug software you run yourself, see The open-source software.

Definitions

• Service: the pug.sh website and the hosted Pug Cloud.
• Software: the open-source Pug software, licensed under AGPL-3.0.
• Customer Data: the events, properties, and profiles you send to Pug Cloud.
• Account: your registration to use Pug Cloud.
• Paid Plan: a Pug Cloud subscription billed for usage beyond the free allowance, as described on our pricing page.
• You: the person or organization using the Service.

The open-source software

The Pug Software is open source and licensed under AGPL-3.0. Your use, modification, and self-hosting of the Software are governed solely by that license, not by these Terms. Running your own instance is free; you are responsible for operating it, including its security, availability, and compliance. The Software is provided without warranty, as set out in its license.

Accounts & eligibility

To use Pug Cloud you must create an account with accurate information and keep it current. You are responsible for your account credentials and for all activity under your account, and you must notify us promptly of any unauthorized use. You must be old enough to form a binding contract in your jurisdiction, and you may not use the Service if the law prohibits it.

If your account’s email address is on a domain that an organization has verified in Pug Cloud, that organization’s admins can manage how you use it: they can require you to sign in through SSO (which signs you out of sessions started another way), have your account join their organization when you sign in through SSO, and stop you from creating organizations of your own. These controls apply only to accounts whose email address is on the verified domain.

Acceptable use

You agree not to, and not to allow anyone else to:

• use the Service to break the law or infringe anyone’s rights;
• upload or process data you have no lawful basis to collect;
• send sensitive personal data (such as health, financial, or government-ID data) you do not need;
• attempt to disrupt, overload, reverse-engineer, or gain unauthorized access to the Service or other users’ data;
• resell or provide the hosted Service to third parties except as permitted; or
• use the Service to send spam or unsolicited messages.

We may suspend or limit access to protect the Service or its users, or to comply with the law.

Your data & content

You own your Customer Data. You grant us a limited licence to host, process, and transmit it solely to provide and secure the Service. You are responsible for your Customer Data and for having the rights and lawful basis to collect and send it, and for honoring your own users’ privacy rights. How we handle personal information is described in our Privacy Policy.

Privacy

Our Privacy Policy explains what personal information we handle and why. For Customer Data, you act as the data controller and we act as your processor; a Data Processing Agreement is available on request.

Availability & changes

We work to keep the Service available, but we do not offer an uptime commitment or service-level agreement unless we agree one with you in writing. We may modify, suspend, or discontinue all or part of the Service, and will give reasonable notice of material changes where we can. We may also update or change the Service’s features over time.

Plans, fees & billing

Pug Cloud is free up to the monthly event allowance shown on our pricing page. Usage beyond it is charged only if your organization subscribes to a Paid Plan. A Paid Plan is billed monthly in US dollars: a fixed monthly fee plus usage, counted per event and charged at the tiered rates published on the pricing page. We count usage as described there, and our usage records are the basis for what is billed.

Payments are processed by Dodo Payments, which acts as our merchant of record: it sells you the subscription, collects payment, issues invoices and receipts, and calculates and collects any sales tax, VAT, or GST that applies. Your purchase is also subject to Dodo Payments’ terms of sale.

An admin of your organization can change or cancel a Paid Plan at any time from the billing portal in Pug Cloud. When a subscription ends, your organization returns to the free allowance; cancelling does not delete your Customer Data.

If we change our prices, the new rates apply to new subscriptions, and we will give you reasonable notice before moving an existing subscription onto different rates. If a payment fails, we or Dodo Payments may ask you to update your payment method, and we may suspend or cancel a subscription that remains unpaid.

Intellectual property

The Pug Software is owned by us and our contributors and licensed under AGPL-3.0. The website, the “Pug” name, and our logos and branding are our property and may not be used without permission, except as the Software’s license allows. These Terms grant you no rights in our trademarks. Your Customer Data and your own content remain yours.

Third-party services

The Service may link to or rely on third-party services (for example, infrastructure providers, and Dodo Payments, our merchant of record for Paid Plans). We are not responsible for third-party services, and your use of them may be subject to their own terms.

Termination

You may stop using the Service and close your account at any time. We may suspend or terminate your access if you breach these Terms, if required by law, or if we discontinue the Service, with reasonable notice where practical. On termination you may export your Customer Data, after which it is deleted as described in our Privacy Policy. Terms that by their nature should survive, such as intellectual property, disclaimers, limitation of liability, and governing law, survive termination.

Disclaimers

To the maximum extent permitted by law, the Service is provided “as is” and “as available,” without warranties of any kind, whether express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or secure, or that it will meet your requirements.

Limitation of liability

To the maximum extent permitted by law, Tshoka Pvt Ltd will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of data, profits, or revenue, arising out of or relating to your use of the Service. Our total liability for any claim relating to the Service is limited to the fees you paid for the Service in the twelve months before the event giving rise to the claim or, where the law requires a higher minimum, that minimum.

Indemnification

You agree to indemnify and hold Tshoka Pvt Ltd harmless from claims, losses, and expenses arising out of your Customer Data, your use of the Service, or your breach of these Terms or of any law or third-party rights.

Governing law

These Terms are governed by the laws of India, without regard to conflict-of-law rules, and you agree to the exclusive jurisdiction of its courts for any dispute, except where applicable law gives you the right to bring proceedings elsewhere.

Changes to these terms

We may update these Terms from time to time. When we do, we will post the revised version here and update the “Last updated” date above. If the changes are material, we will give reasonable notice. Continuing to use the Service after changes take effect means you accept the updated Terms.

Contact us

Questions about these Terms? Email legal@pug.sh, or reach us via Tshoka Pvt Ltd.