SOCIAL MEDIA & PUBLIC COMMUNICATIONS POLICY

HERPTIVARIUS, LLC

EFFECTIVE DATE: DECEMBER 2025

LAST UPDATED: DECEMBER 2025

SUPREMACY; INCORPORATION; NO INDEPENDENT REMEDIES: THIS SOCIAL MEDIA & PUBLIC COMMUNICATIONS POLICY IS EXPRESSLY INCORPORATED INTO AND GOVERNED BY THE HERPTIVARIUS, LLC TERMS & CONDITIONS AND IS STRICTLY SUBORDINATE THERETO. THIS POLICY ALSO OPERATES IN CONJUNCTION WITH THE PRIVACY & COOKIE POLICY, INTELLECTUAL PROPERTY & MEDIA USE POLICY, CUSTOMER CONDUCT POLICY, SECURITY POLICIES, AND ALL OTHER GOVERNING DOCUMENTS. NO PROVISION OF THIS POLICY CREATES ANY INDEPENDENT RIGHT, WARRANTY, OR REMEDY OUTSIDE THE SOLE AUTHORITY OF THE TERMS & CONDITIONS MASTER AGREEMENT. IN THE EVENT OF ANY CONFLICT, THE TERMS & CONDITIONS AND APPLICABLE LAW CONTROL.

PURPOSE AND SCOPE: HERPTIVARIUS, LLC MAINTAINS PUBLIC COMMUNICATION STANDARDS TO PROTECT CUSTOMERS, ANIMALS, BUSINESS OPERATIONS, AND BRAND INTEGRITY. THIS POLICY DEFINES WHO MAY SPEAK ON BEHALF OF HERPTIVARIUS, LLC, WHAT CHANNELS ARE AUTHORIZED, HOW INFORMATION IS CONTROLLED, AND WHAT CONDUCT IS PROHIBITED IN PUBLIC-FACING COMMUNICATIONS. THIS POLICY APPLIES TO ALL OWNERS, OFFICERS, EMPLOYEES, CONTRACTORS, AGENTS, AND REPRESENTATIVES, AND TO ANY PERSON INTERACTING WITH HERPTIVARIUS, LLC THROUGH SOCIAL MEDIA, EMAIL, REVIEW PLATFORMS, MARKETPLACES, FORUMS, OR OTHER PUBLIC OR SEMI-PUBLIC COMMUNICATION CHANNELS.

DEFINITIONS: “SOCIAL MEDIA” INCLUDES ANY PLATFORM OR SERVICE THAT ENABLES PUBLIC OR GROUP COMMUNICATION, INCLUDING BUT NOT LIMITED TO X, FACEBOOK, INSTAGRAM, THREADS, TIKTOK, YOUTUBE, REDDIT, DISCORD, FORUMS, MARKETPLACES, GROUP CHATS, AND REVIEW PLATFORMS. “PUBLIC COMMUNICATIONS” INCLUDES ANY STATEMENT THAT COULD REASONABLY BE VIEWED BY THE PUBLIC OR SHARED BEYOND A PRIVATE 1-TO-1 MESSAGE, INCLUDING EMAIL NEWSLETTERS, BLOG POSTS, PRESS STATEMENTS, LISTINGS, COMMENTS, DIRECT MESSAGES, AND CUSTOMER SERVICE RESPONSES THAT MAY BE SCREENSHOTTED OR REPUBLISHED. “OFFICIAL CHANNELS” MEANS COMMUNICATION CHANNELS OWNED AND CONTROLLED BY HERPTIVARIUS, LLC AND AUTHORIZED IN WRITING FOR BUSINESS USE.

AUTHORIZED SPOKESPERSONS; NO IMPLIED AUTHORITY: ONLY HERPTIVARIUS, LLC OR PERSONS EXPRESSLY AUTHORIZED IN WRITING MAY MAKE PUBLIC STATEMENTS ON BEHALF OF THE COMPANY, INCLUDING STATEMENTS ABOUT POLICIES, SHIPPING, LIVE ARRIVAL, GUARANTEES, PRICES, LEGAL MATTERS, VENDOR RELATIONSHIPS, INVESTIGATIONS, OR DISPUTES. NO EMPLOYEE, CONTRACTOR, OR THIRD PARTY HAS IMPLIED AUTHORITY TO SPEAK FOR OR BIND THE COMPANY. PERSONAL OPINIONS MUST NOT BE PRESENTED AS COMPANY POSITIONS.

OFFICIAL ACCOUNTS AND IMPERSONATION PROTECTION: HERPTIVARIUS, LLC COMMUNICATES THROUGH OFFICIAL ACCOUNTS THAT ARE DIRECTLY CONTROLLED BY THE COMPANY. ANY ACCOUNT CLAIMING TO REPRESENT HERPTIVARIUS, LLC THAT IS NOT CONTROLLED BY THE COMPANY IS UNAUTHORIZED. IMPERSONATION, LOOK-ALIKE ACCOUNTS, OR MISLEADING BRANDING MAY BE REPORTED TO PLATFORMS AND PURSUED THROUGH ENFORCEMENT ACTIONS.

BUSINESS COMMUNICATION CHANNEL RULES: COMPANY COMMUNICATIONS MUST BE CONDUCTED THROUGH AUTHORIZED CHANNELS AND APPROVED EMAIL ADDRESSES. LEGAL, LAW ENFORCEMENT, AND REGULATORY COMMUNICATIONS MUST BE DIRECTED EXCLUSIVELY TO LEGAL@HERPTIVARIUS.COM AND NO OTHER ADDRESS IS AUTHORIZED FOR OFFICIAL LEGAL CORRESPONDENCE.

PROFESSIONAL CONDUCT STANDARD: ALL PUBLIC COMMUNICATIONS MUST BE PROFESSIONAL, FACTUAL, AND NON-HARASSING. HERPTIVARIUS, LLC PROHIBITS THREATS, DOXXING, HATEFUL CONTENT, SEXUAL CONTENT, DISCRIMINATORY LANGUAGE, SLURS, OR ABUSIVE BEHAVIOR IN ANY COMPANY-CONTROLLED COMMUNICATION. COMPANY COMMUNICATIONS MUST NOT ENCOURAGE OTHERS TO HARASS, BRIGADE, OR TARGET ANY PERSON OR BUSINESS.

ACCURACY; NO MISREPRESENTATION: PUBLIC STATEMENTS MUST BE TRUTHFUL, NOT MISLEADING, AND CONSISTENT WITH CURRENT WRITTEN POLICIES. EMPLOYEES AND REPRESENTATIVES MUST NOT MAKE GUARANTEES, WARRANTIES, REFUNDS, TIMELINES, OR OUTCOME PROMISES THAT ARE NOT EXPRESSLY AUTHORIZED BY THE TERMS & CONDITIONS AND PUBLISHED POLICIES. ALL OPERATIONAL COMMITMENTS MUST BE COMMUNICATED IN WRITING THROUGH APPROVED CHANNELS.

CONFIDENTIALITY; PRIVACY; NO CUSTOMER DATA: PUBLIC COMMUNICATIONS MUST NOT DISCLOSE CUSTOMER PERSONAL INFORMATION, ORDER DETAILS, ADDRESSES, TRACKING NUMBERS, PAYMENT INFORMATION, PRIVATE MESSAGES, OR ANY OTHER NON-PUBLIC DATA. ANY DISCUSSION OF A DISPUTE MUST BE LIMITED TO NON-CONFIDENTIAL INFORMATION AND MUST RESPECT PRIVACY REQUIREMENTS. INTERNAL OPERATIONS, SECURITY MEASURES, QUARANTINE PRACTICES, INVENTORY DETAILS, OR OTHER SENSITIVE INFORMATION MUST NOT BE DISCLOSED EXCEPT AS AUTHORIZED BY COMPANY POLICY. ALL DATA HANDLING IS GOVERNED BY THE PRIVACY & COOKIE POLICY.

ANIMAL WELFARE AND SAFETY IN COMMUNICATIONS: HERPTIVARIUS, LLC WILL NOT PUBLISH OR PROMOTE CONTENT THAT ENCOURAGES UNSAFE HANDLING, ILLEGAL POSSESSION, OR HARMFUL HUSBANDRY PRACTICES. ANY EDUCATIONAL CONTENT IS GENERAL INFORMATIONAL CONTENT AND DOES NOT CONSTITUTE VETERINARY ADVICE. USERS MUST CONSULT A LICENSED VETERINARIAN FOR ANIMAL HEALTH DECISIONS.

REVIEWS, CUSTOMER FEEDBACK, AND DISPUTE COMMUNICATIONS: HERPTIVARIUS, LLC MAY RESPOND TO REVIEWS OR PUBLIC FEEDBACK IN A PROFESSIONAL MANNER. RESPONSES MAY INCLUDE REQUESTS TO MOVE THE CONVERSATION TO PRIVATE SUPPORT CHANNELS FOR VERIFICATION AND RESOLUTION. HERPTIVARIUS, LLC WILL NOT NEGOTIATE REFUNDS, GUARANTEES, OR SPECIAL TERMS IN PUBLIC COMMENTS. DISPUTES ARE GOVERNED BY THE TERMS & CONDITIONS AND APPLICABLE POLICIES AND MUST BE HANDLED THROUGH OFFICIAL SUPPORT CHANNELS.

PROHIBITED PUBLIC DISPUTE TACTICS: HERPTIVARIUS, LLC PROHIBITS PUBLIC DISCLOSURE OF PRIVATE COMMUNICATIONS, THREATS OF BRIGADING, COORDINATED REPORTING, EXTORTIONATE DEMANDS, OR “PAY OR I POST” PRESSURE CAMPAIGNS. ANY ATTEMPT TO OBTAIN REFUNDS OR OTHER BENEFITS THROUGH PUBLIC COERCION MAY BE TREATED AS ABUSIVE CONDUCT AND MAY RESULT IN SERVICE TERMINATION OR ESCALATION UNDER THE TERMS & CONDITIONS.

INTELLECTUAL PROPERTY AND MEDIA RULES: ALL SOCIAL MEDIA USE MUST COMPLY WITH THE INTELLECTUAL PROPERTY & MEDIA USE POLICY. COMPANY MEDIA MUST NOT BE REPOSTED, EDITED, OR USED BY THIRD PARTIES IN A WAY THAT MISREPRESENTS AFFILIATION OR OWNERSHIP. EMPLOYEES AND CONTRACTORS MUST USE ONLY APPROVED BRAND ASSETS AND MUST NOT REMOVE WATERMARKS OR PUBLISH INTERNAL MEDIA WITHOUT AUTHORIZATION.

ADVERTISEMENT AND PROMOTIONAL COMPLIANCE: ANY ADVERTISING, SPONSORED CONTENT, OR PROMOTIONAL POSTING MUST COMPLY WITH APPLICABLE LAWS AND PLATFORM RULES, INCLUDING TRUTH-IN-ADVERTISING REQUIREMENTS. MATERIAL CONNECTIONS, SPONSORSHIPS, OR AFFILIATE RELATIONSHIPS MUST BE DISCLOSED WHERE REQUIRED.

SECURITY AND ACCOUNT CONTROL: OFFICIAL ACCOUNTS MUST USE STRONG UNIQUE PASSWORDS, MULTI-FACTOR AUTHENTICATION WHERE AVAILABLE, AND ACCESS MUST BE LIMITED TO AUTHORIZED PERSONNEL. CREDENTIAL SHARING IS PROHIBITED EXCEPT THROUGH COMPANY-APPROVED SECURE METHODS. ANY SUSPECTED ACCOUNT COMPROMISE MUST BE REPORTED IMMEDIATELY TO OPERATIONS@HERPTIVARIUS.COM.

RECORDKEEPING; AUDITABILITY: HERPTIVARIUS, LLC MAY LOG, ARCHIVE, OR PRESERVE PUBLIC COMMUNICATIONS, CUSTOMER SUPPORT COMMUNICATIONS, AND RELATED RECORDS FOR QUALITY CONTROL, TRAINING, SECURITY, LEGAL COMPLIANCE, AND DISPUTE RESOLUTION PURPOSES, SUBJECT TO THE PRIVACY & COOKIE POLICY AND APPLICABLE LAW.

ENFORCEMENT: VIOLATIONS OF THIS POLICY BY EMPLOYEES, CONTRACTORS, OR REPRESENTATIVES MAY RESULT IN DISCIPLINARY ACTION UP TO AND INCLUDING TERMINATION OF ENGAGEMENT, REVOCATION OF ACCOUNT ACCESS, AND LEGAL ACTION WHERE APPROPRIATE. VIOLATIONS BY CUSTOMERS OR THIRD PARTIES MAY RESULT IN REPORTING TO PLATFORMS, ACCOUNT BLOCKING, SERVICE TERMINATION, ORDER CANCELLATION WHERE PERMITTED, AND CIVIL ENFORCEMENT CONSISTENT WITH THE TERMS & CONDITIONS AND APPLICABLE LAW.

ANTI-RETALIATION: HERPTIVARIUS, LLC PROHIBITS RETALIATION AGAINST ANY PERSON WHO, IN GOOD FAITH, REPORTS A POLICY VIOLATION, SECURITY ISSUE, IMPERSONATION, OR HARASSMENT CONCERN.

MODIFICATION AUTHORITY: HERPTIVARIUS, LLC RESERVES THE UNRESTRICTED RIGHT TO MODIFY THIS POLICY AT ANY TIME. CONTINUED USE OF OUR DIGITAL SERVICES OR ENGAGEMENT WITH OUR ACCOUNTS CONSTITUTES ACCEPTANCE OF REVISIONS TO THE MAXIMUM EXTENT PERMITTED BY LAW.

CONTACT: OPERATIONS@HERPTIVARIUS.COM, LEGAL@HERPTIVARIUS.COM, SALES@HERPTIVARIUS.COM