Terms of Service

Last updated: February 2025

1. Service Description

PawTrust is a trust-based marketplace that connects dog owners ("Owners") with verified dog walkers ("Walkers"). Our platform facilitates:

• Posting and browsing walk requests.
• Matching owners with walkers based on location, availability, and preferences.
• Walker verification through identity checks, selfie verification, and background screening.
• Secure escrow-based payment processing.
• Real-time GPS tracking during active walks.
• Reviews and trust score calculations to promote accountability.

2. Eligibility and Account Registration

2.1 Eligibility

• You must be at least 18 years old to use PawTrust.
• You must have the legal capacity to enter into a binding agreement.
• You must provide accurate and truthful information during registration.
• You must not have been previously banned from using PawTrust.

2.2 Account Creation

To use PawTrust, you must create an account by providing your name, email address, phone number, and creating a password. You are responsible for:

• Maintaining the confidentiality of your login credentials.
• All activities that occur under your account.
• Notifying us immediately at [email protected] if you suspect unauthorized access to your account.

2.3 Account Accuracy

You agree to keep your account information accurate, current, and complete. Providing false information, including during identity verification, is grounds for immediate account termination.

3. User Roles

3.1 Dog Owners

As an Owner, you may:

• Create profiles for your dogs, including breed, size, temperament, and special needs.
• Post walk requests specifying date, time, duration, location, and any special instructions.
• Review applications from Walkers and accept a Walker for each request.
• Track your dog's walk in real time via GPS.
• Leave reviews and ratings for Walkers after completed walks.

As an Owner, you are responsible for:

• Providing accurate and complete information about your dog's health, behavior, and any special needs.
• Ensuring your dog is up to date on vaccinations and is safe for a Walker to handle.
• Being present or arranging appropriate handoff at the designated pickup and drop-off locations.
• Disclosing any known aggression, anxiety, or behavioral issues your dog may have.

3.2 Dog Walkers

As a Walker, you may:

• Browse available walk requests in your area.
• Submit applications to walk requests that match your availability and preferences.
• Communicate with Owners about walk details once your application is accepted.
• Receive payment through the escrow system upon walk completion.
• Leave reviews and ratings for Owners after completed walks.

As a Walker, you are responsible for:

• Completing the verification process before accepting any walks (see Section 4).
• Providing the dog walking services with reasonable care and skill.
• Keeping the GPS tracking active during the entire walk.
• Following any special instructions provided by the Owner.
• Promptly reporting any incidents, injuries, or concerns to the Owner and to PawTrust.

4. Walker Verification

Before accepting walk bookings, all Walkers must complete our verification process, which includes:

1. Identity Verification: Upload a clear photo or scan of a valid government-issued ID (national ID card, passport, or driver's license).
2. Selfie Verification: Take a live selfie that will be compared against your ID photo to confirm your identity.
3. Background Check Consent: Provide consent for PawTrust to conduct or facilitate a background check through our third-party provider.
4. Profile Completion: Complete your Walker profile with a profile photo, bio, and availability information.

PawTrust reserves the right to deny or revoke verification at any time if we determine that a Walker does not meet our safety or eligibility standards. Verification does not constitute an endorsement, guarantee, or warranty of a Walker's skills, reliability, or character.

5. Walk Requests and Bookings

5.1 Walk Request Process

1. Request Creation: An Owner posts a walk request specifying the dog(s), date, time, duration, pickup/drop-off location, and any special instructions.
2. Applications: Verified Walkers in the area can view and apply to the request with an optional message.
3. Acceptance: The Owner reviews applications and accepts one Walker. Other applicants are automatically notified.
4. Booking Confirmation: Once accepted, a booking is created and both parties are notified with the booking details.

5.2 Booking Obligations

Once a booking is confirmed:

• Both parties are expected to honor the booking at the agreed time and location.
• The Owner's payment is placed in escrow (see Section 6).
• The Walker must arrive at the pickup location at the agreed time.
• The Walker must keep GPS tracking enabled throughout the walk.
• The Walker must return the dog to the designated drop-off location.

5.3 Walk Status Flow

Each booking follows this status progression:

1. Confirmed: Booking accepted, payment held in escrow.
2. Walker En Route: Walker is heading to the pickup location.
3. Picked Up: Dog has been picked up, GPS tracking begins.
4. Walk In Progress: Walk is underway with live GPS tracking.
5. Dropped Off: Dog has been returned to the drop-off location.
6. Completed: Owner confirms completion, escrow payment is released to the Walker.

6. Payments and Escrow System

6.1 Escrow Process

PawTrust uses an escrow payment system to protect both Owners and Walkers:

1. Hold: When a booking is confirmed, the walk fee is charged to the Owner's payment method and held in escrow by PawTrust.
2. Release: Once the walk is completed and the Owner confirms completion (or after an automatic confirmation period), the funds are released to the Walker, minus any applicable service fees.
3. Refund: If a walk is cancelled according to our cancellation policy (Section 8), or if a dispute is resolved in the Owner's favor, funds are returned to the Owner.

6.2 Service Fees

PawTrust charges a service fee on each transaction to maintain and improve the platform. The applicable fees will be clearly displayed before you confirm a booking. We reserve the right to change our fee structure with reasonable advance notice.

6.3 Disputes

If either party has a concern about a booking or payment:

• Contact [email protected] within 48 hours of the walk date.
• Provide relevant details and any supporting evidence (e.g., screenshots, GPS data, photos).
• PawTrust will review the dispute and make a determination based on available evidence, GPS tracking data, and platform records.
• PawTrust's dispute resolution decisions are final, though they do not affect your statutory rights.

6.4 Payouts

Walkers receive payouts to their registered bank account or payment method. Payout timing and methods may vary by region. PawTrust is not responsible for delays caused by banks or payment processors.

7. User Conduct

7.1 General Conduct

All users must:

• Treat other users, their pets, and their property with respect and care.
• Communicate honestly and respond to messages in a timely manner.
• Comply with all applicable local, national, and international laws.
• Use the platform only for its intended purpose of dog walking services.

7.2 Prohibited Activities

The following activities are strictly prohibited and may result in immediate account termination:

• Providing false, misleading, or fraudulent information, including during verification.
• Creating multiple accounts or impersonating another person.
• Harassing, threatening, or abusing other users.
• Animal abuse, neglect, or any behavior harmful to dogs.
• Circumventing the escrow payment system by arranging off-platform payments.
• Manipulating reviews or ratings (e.g., fake reviews, retaliatory reviews, soliciting positive reviews in exchange for benefits).
• Using the platform to promote unrelated products or services.
• Attempting to access other users' accounts or personal data without authorization.
• Reverse engineering, scraping, or attempting to extract source code from the platform.
• Using automated bots or scripts to interact with the platform.
• Any activity that could damage, disable, or impair the platform's functionality.
• Walking a dog while under the influence of alcohol or drugs.
• Leaving a dog unattended during a walk or deviating significantly from agreed routes without Owner consent.

8. Cancellation and Refund Policy

8.1 Owner Cancellations

• More than 24 hours before the walk: Full refund.
• 12-24 hours before the walk: 75% refund. The remaining 25% is paid to the Walker as a cancellation fee.
• Less than 12 hours before the walk: 50% refund. The remaining 50% is paid to the Walker as a cancellation fee.
• No-show (Owner): No refund. The full amount is released to the Walker.

8.2 Walker Cancellations

• More than 24 hours before the walk: No penalty. The Owner receives a full refund.
• Less than 24 hours before the walk: The Owner receives a full refund. The Walker may receive a reliability penalty affecting their trust score.
• No-show (Walker): The Owner receives a full refund. The Walker receives a significant trust score penalty and may be subject to account review or suspension.

8.3 PawTrust Cancellations

PawTrust may cancel a booking in exceptional circumstances, such as safety concerns, terms violations, or platform emergencies. In such cases, the Owner will receive a full refund.

9. Reviews and Ratings

9.1 Review System

After a walk is completed, both the Owner and Walker may leave a review consisting of a star rating (1-5) and an optional written review. Reviews are an important component of PawTrust's trust system.

9.2 Review Guidelines

• Reviews must be honest, fair, and based on your actual experience.
• Reviews must not contain hate speech, discriminatory language, personal attacks, or threats.
• Reviews must not include personal contact information (phone numbers, email addresses, social media handles).
• Reviews must not be used for extortion or blackmail.

9.3 Trust Scores

PawTrust calculates a trust score for each user based on multiple factors including review ratings, verification status, booking completion rate, response time, and platform behavior. Trust scores are designed to help users make informed decisions and are recalculated after each completed walk.

9.4 Review Removal

PawTrust reserves the right to remove reviews that violate our guidelines. If you believe a review is unfair or violates our guidelines, you may report it to [email protected]. PawTrust will investigate and make a determination.

10. Liability and Disclaimers

10.1 Platform Role

PawTrust operates solely as a marketplace connecting Owners and Walkers. We do not:

• Employ, supervise, or control Walkers.
• Guarantee the quality, safety, or outcome of any walk.
• Guarantee the accuracy of information provided by users, including verification data.
• Assume responsibility for the health, behavior, or condition of any dog.

10.2 Limitation of Liability

To the maximum extent permitted by applicable law:

• PawTrust is not liable for any direct, indirect, incidental, special, consequential, or punitive damages arising from your use of the platform.
• PawTrust is not liable for any injury, loss, or damage to persons, pets, or property that occurs during a walk arranged through the platform.
• PawTrust's total liability to you for any claim arising from these Terms or your use of the platform shall not exceed the amount you paid to PawTrust in service fees during the 12 months preceding the claim.

10.3 Indemnification

You agree to indemnify and hold harmless PawTrust, VirtusNova SL, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable legal fees) arising from your use of the platform, your violation of these Terms, or your violation of any third-party rights.

10.4 Insurance

PawTrust does not provide insurance coverage for walks. We strongly recommend that:

• Walkers obtain appropriate liability insurance covering dog walking activities.
• Owners ensure their pet insurance covers care by third parties.

11. Intellectual Property

All content, features, and functionality of PawTrust, including but not limited to the name, logo, design, text, graphics, software, and user interface, are the property of VirtusNova SL and are protected by intellectual property laws.

You may not copy, modify, distribute, sell, or lease any part of our platform or its content without our prior written consent.

By submitting content to PawTrust (such as reviews, photos, or messages), you grant us a non-exclusive, worldwide, royalty-free license to use, display, and distribute that content in connection with operating and promoting the platform.

12. Termination

12.1 By You

You may terminate your account at any time through the app settings or by contacting [email protected]. Upon termination:

• Any pending bookings will be cancelled according to our cancellation policy.
• Any pending payouts will be processed before account closure.
• Your profile will be deactivated and your data handled according to our Privacy Policy.

12.2 By PawTrust

PawTrust may suspend or terminate your account at any time, with or without notice, if:

• You violate these Terms or any applicable laws.
• You fail to complete the Walker verification process within a reasonable time.
• Your verification is revoked due to safety or eligibility concerns.
• You engage in prohibited activities or receive repeated complaints.
• We reasonably believe your account poses a risk to other users or the platform.

In cases of termination for cause, PawTrust may withhold any pending payouts pending investigation. We will notify you of the reasons for termination where reasonably possible and permitted by law.

13. Governing Law and Dispute Resolution

13.1 Governing Law

These Terms are governed by and construed in accordance with the laws of Spain, without regard to conflict of law principles. Where applicable, the mandatory consumer protection laws of your country of residence shall also apply.

13.2 Dispute Resolution

We encourage you to contact us first at [email protected] to resolve any disputes amicably. If a resolution cannot be reached:

• For EU consumers: You may use the European Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.
• Any legal proceedings shall be brought before the competent courts of Spain, unless mandatory consumer protection laws of your jurisdiction require otherwise.

13.3 EU Consumer Rights

If you are a consumer in the European Union, these Terms do not limit your statutory rights under applicable EU consumer protection legislation, including Directive 2011/83/EU on consumer rights.

14. General Provisions

14.1 Entire Agreement

These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and PawTrust regarding your use of the platform.

14.2 Severability

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

14.3 Waiver

Our failure to enforce any right or provision of these Terms shall not be considered a waiver of that right or provision.

14.4 Assignment

You may not assign or transfer your rights under these Terms without our prior written consent. PawTrust may assign its rights and obligations under these Terms to an affiliate or successor in connection with a merger, acquisition, or sale of assets.

14.5 Force Majeure

PawTrust shall not be liable for any failure or delay in performance due to causes beyond our reasonable control, including natural disasters, pandemics, government actions, internet outages, or other force majeure events.

15. Changes to These Terms

We may modify these Terms from time to time. When we make material changes:

• We will update the "Last updated" date at the top of this page.
• We will notify you via the app or email at least 30 days before the changes take effect.
• Continued use of PawTrust after the effective date constitutes acceptance of the updated Terms.
• If you do not agree with the changes, you may terminate your account before the effective date.

16. Contact Us