Terms & Conditions

1. Agreement and eligibility

These Terms apply when you access or use Paw Haven. By creating an account, submitting a provider application, requesting or accepting a booking, or otherwise using the service, you agree to these Terms and policies presented with the relevant feature.

You must be at least 18 years old and legally able to enter a contract to create an account or make or accept marketplace bookings. If you use Paw Haven for an organization, you confirm that you have authority to bind it.

2. Paw Haven's marketplace role

Paw Haven provides technology that helps pet owners discover and communicate with independent pet-care providers and organize bookings, payments, and eligible visit features. Unless Paw Haven expressly states otherwise in writing, providers are independent businesses or contractors—not Paw Haven employees, agents, veterinary professionals, or representatives.

Paw Haven does not itself provide veterinary treatment, emergency response, insurance, transportation, boarding, walking, sitting, grooming, training, or other hands-on pet care. A confirmed booking creates responsibilities between the owner and provider for the selected service.

3. Accounts and accurate information

You are responsible for keeping your account information accurate, protecting your credentials, and promptly notifying Paw Haven if you suspect unauthorized access. Do not share passwords or allow another person to impersonate you.

Owners must provide accurate pet, behavioral, medical, access, emergency-contact, and care information relevant to a booking. Providers must keep their identity, experience, services, availability, pricing, payout, tax, and eligibility information current. Paw Haven may request verification where appropriate.

4. Owner responsibilities

Owners are responsible for selecting a provider and service suitable for their pet, reviewing the provider's profile and price, disclosing known health or behavioral risks, supplying safe access and necessary care items, and providing usable emergency instructions.

An owner must not request illegal, unsafe, misleading, or materially different work from the service described in the booking. If a pet may present a risk to people, animals, or property, that risk must be disclosed before a provider accepts the booking.

5. Provider responsibilities

Providers decide which services they offer, their availability, and whether to accept a request. A provider must perform accepted services with reasonable care, follow the confirmed booking details and lawful owner instructions, communicate material issues promptly, protect private booking information, and maintain any license, insurance, training, equipment, or permission required for the services they offer.

Application review or verification does not guarantee the quality, safety, availability, licensing, conduct, or suitability of any provider. Eligibility and screening requirements may differ by service and market.

6. Requests, bookings, changes, and cancellations

A request is not confirmed until the provider accepts it and any required payment step is completed. Booking details shown in Paw Haven—including service, pets, date, time, duration, location, price, fees, and add-ons—form part of the booking.

Changes should be made through Paw Haven and may require the other party's approval or a price adjustment. Cancellation, refund, no-show, and rescheduling rules presented before confirmation apply to the booking. Paw Haven may cancel or restrict a booking when reasonably necessary for safety, fraud prevention, payment failure, policy enforcement, or service integrity.

7. Prices, payments, payouts, and taxes

Providers set or approve their service prices. Paw Haven may charge service, processing, cancellation, or other disclosed fees. The amount due should be displayed before confirmation. Supported payment processors handle payment credentials; users must not attempt to bypass Paw Haven payments for a booking arranged through Paw Haven.

Refunds and payout adjustments depend on the booking status, applicable cancellation terms, disputes, chargebacks, refunds, and legal requirements. Providers are responsible for their own expenses, records, registrations, and taxes unless applicable law requires Paw Haven to collect, withhold, or report an amount.

8. Messages, reviews, and user content

You retain responsibility for information, images, reviews, messages, and other content you submit. You grant Paw Haven permission to host, process, display, and transmit that content as needed to operate, secure, support, and improve the service. This permission does not allow Paw Haven to publish private booking content as marketing material without an additional basis or permission.

Content must be truthful, relevant, lawful, and respectful. Do not post confidential information unnecessarily, infringe another person's rights, manipulate reviews, threaten or harass others, or upload malicious or deceptive material. Paw Haven may remove or restrict content that violates these Terms.

9. Location and visit features

For an eligible booked walk, Paw Haven may collect and share location points with authorized booking participants while the visit is active to provide route, distance, safety, and progress features. These features depend on device permissions, connectivity, battery, and provider use and may be delayed or unavailable.

Live progress is informational and is not an emergency-monitoring or guaranteed safety service. Users must not misuse location information or attempt to track someone outside the authorized booking context.

10. Safety and emergencies

Users must follow applicable laws, act safely, and use reasonable judgment around animals, people, homes, vehicles, and property. Paw Haven cannot guarantee that a pet, provider, owner, visit, home, route, or interaction will be free from injury, illness, escape, loss, theft, or property damage.

For an urgent threat to a person or animal, contact the appropriate emergency or veterinary service first, then notify the other booking participant and Paw Haven support. Paw Haven support is not a substitute for police, fire, ambulance, poison control, or veterinary emergency services.

11. Prohibited conduct

You may not use Paw Haven to break the law; exploit, harm, threaten, discriminate against, or deceive another person; abuse an animal; facilitate unsafe care; commit fraud; evade disclosed fees; interfere with security; scrape or reverse engineer protected parts of the service; introduce malware; create false accounts; misuse another person's data; or manipulate bookings, payments, reviews, location, verification, promotions, or support processes.

12. Suspension and account closure

You may stop using Paw Haven at any time, subject to active bookings, balances, disputes, and records Paw Haven must retain. Paw Haven may investigate, limit, suspend, or close an account or provider listing when reasonably necessary to protect users or animals, respond to legal requests, address payment or verification problems, prevent fraud, or enforce these Terms.

Where appropriate, Paw Haven may give notice or an opportunity to respond. Some provisions—including payment obligations, ownership, records, disclaimers, and dispute-related terms—continue after account closure where their nature requires it.

13. Intellectual property and third-party services

Paw Haven and its licensors own the service software, branding, design, and related intellectual property. These Terms give you a limited, personal, revocable, non-transferable right to use the service for its intended purpose; they do not transfer ownership.

Paw Haven may rely on third-party services for maps, payments, communications, app distribution, verification, infrastructure, or links. Their separate terms may apply, and Paw Haven does not control third-party services.

14. Service availability and limitations

Paw Haven is provided on an as-available basis. Features, providers, service areas, payment methods, and eligibility may change. To the extent permitted by applicable law, Paw Haven disclaims implied warranties that cannot reasonably apply to a marketplace platform and does not guarantee uninterrupted access, a particular provider or outcome, or that every user-provided statement is accurate.

Nothing in these Terms excludes rights, remedies, guarantees, or liabilities that cannot legally be excluded. Any legally required liability limits, governing-law provision, or dispute process must be finalized through Paw Haven's legal review for the markets where the service operates.

15. Changes and contact

Paw Haven may update these Terms as the service or applicable requirements change. Material changes will be communicated through an appropriate website, app, or account notice. Continued use after an updated effective date may constitute acceptance where permitted by law; if you do not agree, stop using the service and resolve any active obligations.

Questions about these Terms can be sent to support@pawhaven.app. Never send your password or full payment-card details.