Terms of Service

Last Updated: 04/12/2025

Welcome to PawTrack, a platform designed to bring fairness, transparency, and trust to pet care services. By accessing or using our website, mobile interfaces, or booking tools (“the Service”), you agree to the following Terms of Service (“Terms”).

1. Purpose of PawTrack

PawTrack exists to create a fair, species-inclusive marketplace where Pet Parents and Pet Professionals can connect safely. Our platform:

  • Supports care for all species, not just dogs.
  • Operates with no pay-to-win visibility.
  • Does not algorithmically boost users based on payments or ads.
  • Promotes community, professional standards, and transparent care.

PawTrack is not a gig-economy platform. We do not undercut professionals or encourage rushed, unsafe, or unmanaged bookings.

2. Definitions

  • Pet Parent - a user who books services for their animal.
  • Pet Professional - an independent provider offering services.
  • Booking - the act of requesting a service.
  • Appointment - the scheduled time at which the service occurs.
  • Review - feedback submitted after an appointment.
  • Reliability Event - cancellations, no-shows, and completions that affect reliability score.

3. Platform Role & Independent Contractor Status

PawTrack is a technology platform, not an employer. Pet Professionals listed on the platform are independent contractors and not employees, representatives, or agents of PawTrack.

  • PawTrack does not set prices for Professionals.
  • PawTrack does not supervise or train Professionals.
  • Professionals are responsible for their own qualifications, taxes, and legal compliance.
  • Pet Parents are responsible for ensuring accurate pet information and safe handovers.

Any agreement for the care of an animal exists between the Pet Parent and the Professional.

4. Payments, Refunds & Payouts

All payments are processed securely through Stripe. By booking a service, you authorize PawTrack and Stripe to charge your payment method for the agreed amount.

4.1 Refunds

Refunds are issued automatically according to PawTrack’s Cancellation & Refund Policy.

  • Refunds depend on how early the cancellation occurs.
  • Refunds are always issued back to the original payment method.
  • Refund amounts and timestamps appear in the Appointment Timeline for transparency.
4.2 Payouts to Professionals

Payouts are sent after appointments are completed and aftera 24 hour delay to allow for adjustments or refunds. Payout failures may lead to payouts being placed on hold until the Professional updates their Stripe Connect information.

5. Booking, Appointments & Cancellations

All appointments follow the platform-wide cancellation rules outlined in our policies. Reliability scoring applies to both Pet Parents and Professionals.

  • Parents: may cancel anytime, with refunds based on timing.
  • Professionals: may accept, reject, or cancel appointments responsibly.
  • No-shows: significantly impact reliability scores.

Full details are available in our Cancellation Policy and No-Show Policy.

6. Reviews

After an appointment is completed, Pet Parents may leave a review based on their experience. Reviews help maintain transparency and community trust.

  • Reviews must be honest, respectful, and based on real experiences.
  • PawTrack may remove reviews that contain hate speech, harassment, threats, or irrelevant content.
  • PawTrack does not edit reviews or mediate disagreements unless safety concerns arise.

Professionals may respond to reviews in future versions of the platform.

7. Reliability Score

PawTrack uses a reliability score to help users make informed decisions. Reliability reflects patterns of:

  • Completed appointments
  • Cancellations (early, medium, late)
  • Parent or Professional no-shows
  • Professional rejections (when relevant)

Reliability badges are visible on profiles and during booking. Full details are available in the Reliability Score Explanation.

8. User Conduct

All users agree to:

  • Treat others respectfully and professionally.
  • Provide accurate information about pets, schedules, and services.
  • Avoid any unsafe, abusive, or unlawful behaviour.
  • Follow species-appropriate welfare guidelines.

Additional expectations are outlined in our Professional Code of Conduct and Parent Code of Conduct.

9. Pet Safety & Welfare

PawTrack promotes multi-species welfare and safe care practices. Professionals must:

  • Provide safe environments for all species.
  • Use humane handling techniques.
  • Follow species-specific safety considerations.
  • Decline appointments that cannot be delivered safely.

Pet Parents must disclose behavioural, medical, or handling information essential for safe care.

10. Liability & Disclaimers

PawTrack is not liable for:

  • Injury, loss, or damage caused by any user.
  • Incorrect or incomplete information provided by users.
  • Actions taken by independent Professionals.
  • Medical emergencies or unpredictable pet behaviour.

To the extent permitted by law, PawTrack’s total liability is limited to the fees paid to us for the booking involved in the claim.

11. Changes to These Terms

PawTrack may update these Terms when necessary to maintain fairness, safety, or regulatory compliance. The latest version will always be available on this page.

12. Contact Us

If you have questions or concerns, please contact:

Your continued use of PawTrack signifies acceptance of these Terms.