Platform Moderation Policy

Last Updated: 04/12/2025

PawTrack is built to support fairness, trust, and safe multi-species care. To protect our community, we may take action when behaviour violates our Terms, policies, or community expectations. This Moderation Policy explains how PawTrack reviews, responds to, and enforces conduct across the platform.

1. Our Approach to Moderation

PawTrack moderation focuses on safety, respect, transparency, and animal welfare. Because PawTrack does not supervise appointments or communications in real time, moderation is largely reactive - based on reports, platform activity, and policy compliance.

  • We prioritize safety-related reports.
  • We review content and behaviour against published policies.
  • We apply actions consistently, without discrimination.
  • We do not intervene in personal disagreements when no policy is violated.

PawTrack does not offer 24/7 monitoring and does not pre-screen all activity.

2. What PawTrack Moderates

Moderation may apply to any behaviour that takes place on the platform, including:

  • Profiles, pet information, and service listings
  • Appointment timelines and updates
  • Reviews and review responses
  • Booking behaviour (no-shows, cancellations, misuse of payments)
  • Messages exchanged through PawTrack

Off-platform behaviour may be considered if it creates a safety risk for users or animals.

3. Behaviour That May Trigger Moderation

Moderation may occur when users engage in the following:

Safety & Welfare Violations
  • Unsafe or harmful handling of animals
  • Failure to disclose behavioural risks
  • Creating unsafe environments for appointments
Abusive or Inappropriate Conduct
  • Harassment, discrimination, or threats
  • Foul, abusive, or hateful language
  • Invasion of privacy or sharing personal information
Platform Misuse
  • Attempting to move bookings or payments off-platform
  • Fraud, impersonation, or false information
  • Manipulation of reviews or reliability scores
  • Misuse of cancellations or no-show reporting
Payment & Policy Violations
  • Abuse of refund or chargeback systems
  • Repeated last-minute cancellations or no-shows
  • Failure to comply with Payment & Payout Terms

4. Moderation Actions PawTrack May Take

Depending on the severity and frequency, PawTrack may apply one or more of the following:

  • A written warning or reminder of platform policies
  • Removal or editing of violating content (reviews, updates, photos, etc.)
  • Temporary feature restrictions
  • Temporary account suspension
  • Permanent removal from the platform for severe or repeated violations

PawTrack reserves the right to take action without prior notice in cases involving safety, fraud, or severe abuse.

5. Content Removal Criteria

Content may be removed if it:

  • Violates PawTrack's policies or Terms of Service
  • Contains abusive, harmful, or defamatory language
  • Includes private or identifying information
  • Is fraudulent or misleading
  • Puts users or animals at risk

PawTrack does not remove content solely because someone disagrees with it.

6. Reporting Violations

Users may report safety issues, abusive behaviour, or policy breaches directly to Support. Please include:

  • The appointment ID (if applicable)
  • A brief summary of the concern
  • Any relevant platform-based evidence

Email for reports: support@pawtrack.uk

7. Appeals

Users may request a review of moderation actions if they believe a mistake has been made. PawTrack will re-evaluate the case based on available platform data.

  • PawTrack’s decision after review is final unless new information becomes available.
  • Repeated abusive or frivolous appeals may impact account standing.

8. Limitations of Moderation

To maintain realistic expectations, it is important to understand:

  • PawTrack cannot monitor all activity in real time.
  • We do not observe or supervise appointments.
  • We cannot determine the “truth” of offline events or personal disagreements.
  • We apply policy enforcement based only on platform data and credible reports.

This protects user privacy and keeps PawTrack’s role clearly defined.

PawTrack may update this Moderation Policy to ensure platform safety, fairness, and consistent enforcement. The latest version will always be available on this page.