Parent Code of Conduct

Last Updated: 04/12/2025

PawTrack is a fairness-first, community-driven platform designed to connect Pet Parents with trusted Pet Professionals. To maintain transparency, safety, and multi-species welfare, all Pet Parents agree to the following Code of Conduct.

1. Respectful Communication & Professionalism

  • Communicate respectfully and clearly with Pet Professionals.
  • Respond promptly to messages and appointment requests.
  • Be honest about expectations and service needs.
  • Treat Professionals and their time with fairness and courtesy.

2. Accurate & Complete Pet Information

To ensure safe and species-appropriate care, Pet Parents must provide truthful and complete information.

  • Pet species, breed, age, and weight.
  • Medical conditions, allergies, and medications.
  • Feeding instructions and routines.
  • Temperament, behavioural notes, or aggression risks.
  • Emergency contacts and veterinary details.

Pet Professionals rely on this information to deliver safe, humane care. Incomplete or misleading information may result in booking cancellation.

3. Appointment Readiness & Safety

Pet Parents must ensure the following before and during appointments:

  • The pet is present, accessible, and ready at the scheduled time.
  • Safe access to the home, property, or appointment location is provided.
  • Essential items (leads, crates, medication, food, species-specific equipment) are available.
  • Instructions for handling or special care are clear and accurate.
  • Any risks to the Professional are disclosed in advance.

Failure to prepare the pet or location may result in a Parent No-Show designation.

4. Cancellations, No-Shows & Reliability

  • Cancel as early as possible to respect the Professional’s schedule.
  • Understand that late cancellations and no-shows affect your reliability score.
  • Repeated no-shows or last-minute cancellations may affect account standing.
  • Refund eligibility depends strictly on platform timing rules.

See also: Cancellation & Refund Policy and No-Show Policy.

5. Payments & Platform Integrity

  • All payments must be completed through PawTrack’s secure Stripe integration.
  • Do not request or offer off-platform payments.
  • Chargebacks or payment disputes must be raised in good faith.

Off-platform payments undermine fairness, safety, and refund protections.

6. Respect for Professionals

  • Respect the Professional’s expertise and boundaries.
  • Do not pressure Professionals to perform unsafe or unethical actions.
  • Ensure your environment is safe for visitors, including animals they bring.
  • Provide accurate expectations for time, care needs, and outcomes.

7. Reviews & Community Trust

Reviews help uphold fairness and transparency across the platform. Parents agree to:

  • Provide honest, respectful reviews based on actual experiences.
  • Avoid abusive, discriminatory, or retaliatory behaviour.
  • Use reviews to share insights that help others make confident, informed choices.

8. Multi-Species Respect & Welfare

PawTrack serves more than dogs. Pet Parents agree to respect and support safe care for all species.

  • Provide species-appropriate housing, tools, and handling conditions.
  • Inform the Professional of species-specific risks or sensitivities.
  • Ensure the pet's welfare is prioritised throughout the appointment.

See also: Pet Safety & Welfare Guidelines.

9. Grounds for Account Suspension

PawTrack may suspend or terminate Parent accounts for:

  • Multiple no-shows or repeated last-minute cancellations
  • Providing false or dangerous pet information
  • Harassment, abuse, or unsafe conduct
  • Off-platform payment attempts
  • Fraudulent activity or misuse of refunds

By using PawTrack as a Pet Parent, you agree to this Code of Conduct and commit to supporting a fair, safe, and transparent experience for both pets and professionals. The latest version will always be available on this page.