Terms of Service

Welcome to Pawmates LLC ("Pawmates," "we," "our," or "us").

Pawmates is an online marketplace that connects pet owners with independent pet care providers. These Terms of Service ("Terms") govern your access to and use of getpawmates.com, our marketplace, and any related services.

By creating an account, booking services, offering services, browsing the Platform, or otherwise using Pawmates, you agree to be legally bound by these Terms and our Privacy Policy.

1. Our Marketplace

Pawmates provides an online technology platform that allows pet owners and independent pet care providers to connect.

Services available through the Platform may include:

  • Pet Sitting
  • Dog Walking
  • Pet Boarding
  • Day Care
  • Drop-In Visits
  • Pet Transportation
  • Grooming (where available)
  • Training (where available)
  • Private Backyard Rentals
  • Other pet-related services introduced in the future

Pawmates does not directly provide pet care services.

All services available through the Platform are provided solely by independent Providers.

Nothing contained in these Terms creates an employment relationship, partnership, agency, joint venture, or franchise relationship between Pawmates and any Provider.

2. Eligibility

To use Pawmates, you must:

  • Be at least 18 years old
  • Have the legal ability to enter into a binding agreement
  • Provide truthful and accurate information
  • Comply with all applicable federal, state, and local laws

Pawmates reserves the right to suspend or terminate accounts that fail to meet these requirements.

3. Definitions

For purposes of these Terms:

Platform means the Pawmates website, applications, marketplace, and related services.

Pet Owner means any user requesting or booking pet-related services.

Provider means any independent individual or business offering services through Pawmates.

Booking means a confirmed reservation between a Pet Owner and a Provider.

Service Fee means the commission retained by Pawmates.

4. User Accounts

Users must create an account before booking or offering services.

You agree that:

  • All information provided is accurate and current.
  • You will keep your information updated.
  • You are responsible for maintaining the confidentiality of your login credentials.
  • You are responsible for all activity occurring under your account.

Pawmates may require identity verification or additional information at any time to maintain marketplace safety.

5. Identity Verification

To help maintain a safe and trustworthy marketplace, Providers may be required to complete identity verification.

Verification may include:

  • Government-issued photo identification
  • Email verification
  • Mobile phone verification
  • Additional documentation requested by Pawmates

Future verification programs, including criminal background checks and enhanced verification, may become available through the Pawmates Verified program.

Identity verification does not constitute a guarantee, endorsement, or warranty of any user's conduct, honesty, qualifications, or suitability.

6. Provider Responsibilities

Providers agree to:

  • Accurately describe all services offered
  • Maintain truthful listings
  • Communicate promptly with Pet Owners
  • Provide safe and humane care
  • Comply with all applicable laws
  • Maintain a reasonably safe environment
  • Immediately notify Pet Owners of emergencies involving their pets

Providers remain solely responsible for the services they provide.

7. Pet Owner Responsibilities

Pet Owners agree to provide complete and accurate information regarding each pet, including:

  • Species
  • Breed
  • Age
  • Temperament
  • Behavioral concerns
  • Bite history
  • Allergies
  • Medications
  • Dietary requirements
  • Emergency contacts
  • Veterinary information

Pet Owners are responsible for ensuring their pets meet any legally required vaccination requirements and for disclosing relevant health information to Providers.

Failure to disclose known behavioral or medical conditions may result in suspension or termination of an account.

8. Permitted Animals

Pawmates currently supports household pets including:

  • Dogs
  • Cats
  • Birds
  • Rabbits
  • Guinea Pigs
  • Hamsters
  • Gerbils
  • Ferrets
  • Hedgehogs
  • Fish
  • Amphibians
  • Non-venomous reptiles
  • Other lawful household pets approved by Pawmates

The following are prohibited:

  • Venomous animals
  • Illegal wildlife
  • Animals prohibited by law
  • Endangered species where ownership is restricted
  • Animals presenting an unreasonable safety risk, as determined by Pawmates

9. Booking Services

A Booking is created when:

  • A Pet Owner submits a booking request;
  • A Provider accepts the request; and
  • Payment has been successfully processed.

Once a Booking is confirmed, both parties agree to fulfill the Booking according to the agreed terms unless canceled in accordance with these Terms.

10. Payments

Payments made through Pawmates are processed by trusted third-party payment processors.

Pawmates does not store complete payment card information.

By submitting payment information, Pet Owners authorize Pawmates and its payment processor to charge the selected payment method for all confirmed Bookings, applicable taxes, and authorized fees.

11. Provider Service Fee

Providers agree that Pawmates retains a 15% service fee from each completed Booking.

This service fee helps support:

  • Platform development
  • Customer support
  • Payment processing
  • Fraud prevention
  • Marketplace safety
  • Product improvements
  • Operational expenses

Pawmates may modify service fees in the future by providing reasonable advance notice to affected users.

12. Provider Payouts

Provider payouts are generally released after the booked service has been completed.

Payout timing may vary depending on:

  • Payment processor requirements
  • Banking delays
  • Holidays
  • Fraud reviews
  • Chargebacks
  • Pending disputes

Pawmates reserves the right to delay, adjust, withhold, or reverse payouts when reasonably necessary to:

  • Investigate fraud
  • Resolve disputes
  • Comply with legal obligations
  • Protect marketplace users
  • Enforce these Terms

13. Cancellations and Refunds

Pawmates understands that plans sometimes change.

Provider Cancellations

If a Provider cancels a confirmed Booking before the service begins, the Pet Owner will receive a full refund of all amounts paid for that Booking.

Repeated Provider cancellations may result in:

  • Reduced search visibility
  • Temporary suspension
  • Removal of listings
  • Permanent account termination

Pet Owner Cancellations

Refunds for Pet Owner cancellations are governed by the cancellation policy displayed during the booking process.

Where permitted, Providers may establish cancellation policies through the Platform.

Pawmates reserves the right to override refund decisions when reasonably necessary to:

  • Comply with applicable law
  • Protect marketplace users
  • Resolve disputes fairly

Emergency Cancellations

Pawmates may make reasonable exceptions in situations including:

  • Medical emergencies
  • Natural disasters
  • Severe weather
  • Government travel restrictions
  • Death of an immediate family member
  • Other extraordinary circumstances determined by Pawmates

14. Reviews and Ratings

After a completed Booking, both Pet Owners and Providers may leave reviews.

Reviews should be:

  • Honest
  • Respectful
  • Based on actual experiences
  • Free from harassment, discrimination, threats, or false information

Users may not:

  • Purchase reviews
  • Offer incentives for positive reviews
  • Manipulate ratings
  • Submit fake reviews

Pawmates reserves the right to remove reviews that violate these Terms or applicable law.

15. Backyard Rentals

Pawmates may allow Providers to list private outdoor spaces for pet exercise, play, or training.

Providers offering backyard rentals agree to:

  • Accurately describe the property
  • Disclose fencing and security features
  • Disclose known hazards
  • Maintain reasonably safe conditions
  • Comply with local laws and property restrictions

Unless otherwise agreed, Pet Owners remain responsible for supervising their pets.

Pawmates does not inspect, certify, or guarantee the safety, suitability, or condition of any private property listed on the Platform.

16. Emergency Veterinary Care

Providers should make reasonable efforts to contact the Pet Owner before obtaining emergency veterinary treatment.

If immediate medical care is reasonably necessary to protect the health or safety of a pet and the Pet Owner cannot be reached after reasonable attempts, the Provider may obtain emergency veterinary treatment.

Unless otherwise agreed in writing, the Pet Owner remains financially responsible for veterinary expenses incurred on behalf of their pet.

Pawmates is not responsible for veterinary decisions, treatment outcomes, or related expenses.

17. User Conduct

To help maintain a safe and respectful marketplace, users agree that they will not:

  • Violate any applicable law or regulation
  • Abuse, neglect, mistreat, or endanger any animal
  • Harass, threaten, intimidate, or discriminate against another user
  • Upload false, misleading, or fraudulent information
  • Circumvent Pawmates' payment system
  • Create multiple accounts to avoid suspension or restrictions
  • Interfere with the operation, security, or functionality of the Platform
  • Upload viruses, malware, or harmful software
  • Collect another user's personal information without authorization
  • Use bots, automated software, scraping tools, or similar technologies without written permission from Pawmates

Violations of this section may result in suspension or permanent removal from the Platform.

18. User Content

Users retain ownership of photographs, videos, reviews, profile information, and other content they submit to the Platform.

By uploading content, you grant Pawmates LLC a worldwide, non-exclusive, royalty-free license to:

  • Display
  • Reproduce
  • Distribute
  • Store
  • Modify for formatting purposes
  • Promote the Platform

solely in connection with operating, improving, and marketing Pawmates.

You represent that you have the legal right to upload your content and that it does not infringe upon the rights of any third party.

Pawmates reserves the right to remove content that violates these Terms, applicable law, or our Community Guidelines.

19. Intellectual Property

The Pawmates name, logo, trademarks, branding, website design, graphics, software, text, photographs, and other Platform content are owned by or licensed to Pawmates LLC.

These materials are protected by intellectual property laws.

Except as expressly permitted by these Terms, you may not:

  • Copy
  • Reproduce
  • Modify
  • Distribute
  • Sell
  • License
  • Publicly display
  • Create derivative works from
  • Exploit

any portion of the Platform without prior written permission from Pawmates LLC.

20. Limitation of Liability

To the fullest extent permitted by applicable law, Pawmates LLC provides the Platform on an "AS IS" and "AS AVAILABLE" basis without warranties of any kind, whether express or implied.

Pawmates does not guarantee:

  • The quality, safety, legality, or suitability of services offered by Providers
  • The conduct or actions of any user
  • That every Booking will be completed successfully
  • That the Platform will always be uninterrupted, secure, or error-free

To the fullest extent permitted by applicable law, Pawmates LLC shall not be liable for any direct, indirect, incidental, special, consequential, exemplary, or punitive damages arising out of or relating to the use of the Platform, including, where permitted by law:

  • Personal injury
  • Death
  • Injury, illness, or death of a pet
  • Property damage
  • Veterinary expenses
  • Lost profits
  • Lost business opportunities
  • Lost data
  • Emotional distress
  • Business interruption
  • Indirect damages
  • Incidental damages
  • Consequential damages
  • Punitive damages

To the maximum extent permitted by law, Pawmates LLC's total liability for any claim arising from or relating to these Terms or use of the Platform shall not exceed the total amount of service fees retained by Pawmates in connection with the applicable Booking giving rise to the claim.

Nothing in these Terms limits or excludes liability where such limitation or exclusion is prohibited by applicable law.

Nothing in these Terms limits liability where such limitation is prohibited by law.

21. Indemnification

You agree to defend, indemnify, and hold harmless Pawmates LLC, its owners, officers, directors, employees, contractors, affiliates, licensors, and agents from and against any claims, damages, liabilities, judgments, losses, expenses, and reasonable attorneys' fees arising from:

  • Your use of the Platform
  • Your violation of these Terms
  • Your violation of applicable law
  • Your negligence or misconduct
  • Any injury or damage caused by your pet
  • Any injury or damage caused by services you provide
  • Any dispute between you and another user

This obligation survives termination of your account.

22. Dispute Resolution

Pawmates encourages users to resolve disputes respectfully and in good faith.

Where disputes arise between a Pet Owner and a Provider, Pawmates may, at its sole discretion, attempt to facilitate communication and assist the parties in reaching a mutually agreeable resolution.

Pawmates is not obligated to resolve disputes or act as an arbitrator, mediator, judge, or legal representative.

Users remain responsible for resolving disputes that cannot be settled voluntarily.

Nothing in this section limits any rights available under applicable law.

23. Account Suspension and Termination

Pawmates reserves the right to suspend, restrict, or permanently terminate any account if we reasonably believe a user has:

  • Violated these Terms
  • Violated applicable law
  • Provided false information
  • Engaged in fraudulent activity
  • Endangered people or animals
  • Circumvented the Platform's payment system
  • Engaged in abusive, threatening, discriminatory, or harassing conduct
  • Otherwise harmed the Platform or its users

Termination of an account does not relieve any obligations arising before termination.

24. Privacy

Your use of the Platform is also governed by the Pawmates Privacy Policy, which explains how we collect, use, store, and protect your personal information.

By using Pawmates, you acknowledge that you have read and understood our Privacy Policy.

25. Third-Party Services

Pawmates may integrate with or provide access to third-party services, including:

  • Payment processors
  • Identity verification providers
  • Mapping and location services
  • Communication tools
  • Analytics providers
  • Social media platforms

Pawmates does not own or control these third-party services and is not responsible for their availability, content, security, or privacy practices.

Your use of third-party services is subject to their own terms and privacy policies.

26. Force Majeure

Pawmates shall not be liable for delays or failures to perform resulting from events beyond our reasonable control, including but not limited to:

  • Natural disasters
  • Severe weather
  • Fires
  • Floods
  • Epidemics or pandemics
  • Government actions
  • War
  • Terrorism
  • Labor disputes
  • Internet outages
  • Power failures
  • Cyberattacks
  • Failures of third-party service providers

During such events, Pawmates may suspend or modify portions of the Platform as reasonably necessary.

27. Electronic Communications

By creating an account or using the Platform, you consent to receive electronic communications from Pawmates, including:

  • Emails
  • Platform notifications
  • Security alerts
  • Booking updates
  • Legal notices
  • Service announcements
  • Promotional communications (where permitted)

You may opt out of promotional communications at any time, but you may continue to receive transactional, security-related, or legally required communications.

28. Changes to the Platform and These Terms

Pawmates is continually improving its services.

We reserve the right to modify, suspend, discontinue, or update any portion of the Platform at any time.

We may also revise these Terms from time to time.

If material changes are made, we will update the Effective Date and provide notice through the Platform or by other reasonable means where required by law.

Your continued use of Pawmates after revised Terms become effective constitutes acceptance of those updated Terms.

29. Governing Law

These Terms shall be governed by and interpreted in accordance with the laws of the State of New York, without regard to its conflict of law principles.

Any legal action arising from or relating to these Terms or the Platform shall be brought in a court of competent jurisdiction located within the State of New York, unless applicable law requires otherwise.

30. Severability

If any provision of these Terms is determined to be invalid, unlawful, or unenforceable, the remaining provisions shall remain in full force and effect.

Any invalid provision shall be interpreted or modified only to the extent necessary to make it enforceable while preserving its original intent whenever possible.

31. Entire Agreement

These Terms of Service, together with our Privacy Policy and any additional policies or guidelines incorporated by reference, constitute the entire agreement between you and Pawmates LLC regarding your use of the Platform.

These documents supersede all prior agreements, understandings, or communications relating to the Platform.

32. Contact Information

If you have any questions regarding these Terms of Service, please contact us.

Pawmates LLC

Website
https://getpawmates.com

Email
support@getpawmates.com

Thank you for choosing Pawmates.

We're committed to building a trusted, safe, and welcoming marketplace for pet owners and pet care providers of all kinds.