End User License Agreement (EULA)

Last Updated: March 18, 2026

1. Overview of Services

1.1 Pawtel is a marketplace platform that connects pet owners ("Pet Owners") with independent pet care service providers ("Service Providers"), including but not limited to pet sitters, groomers, veterinarians, and trainers.

1.2 Pawtel does not itself provide pet care services. Service Providers are independent professionals, not employees, agents, or contractors of Pawtel.

1.3 Pawtel facilitates the connection, communication, booking, and payment between Pet Owners and Service Providers but does not guarantee the quality, safety, or legality of services offered.

2. Eligibility

2.1 You must be at least 18 years of age to create an account and use the App.

2.2 By creating an account, you represent and warrant that:

• You are of legal age in your jurisdiction;
• The information you provide is accurate and complete;
• You will maintain the accuracy of your account information;
• Your use of the App does not violate any applicable law or regulation.

2.3 Pawtel reserves the right to refuse service, suspend, or terminate accounts at our sole discretion.

3. Account Registration

3.1 You must register for an account to access the App's features. You are responsible for maintaining the confidentiality of your login credentials.

3.2 You must select your country during registration. This determines your currency and payment processing requirements.

3.3 You are responsible for all activity that occurs under your account. You must notify Pawtel immediately of any unauthorised use of your account.

3.4 You may not create multiple accounts, impersonate another person, or transfer your account to any other person.

4. Pet Owner Terms

4.1 Pet Owners may browse Service Provider profiles, send booking requests, communicate with Service Providers, make payments, and leave reviews through the App.

4.2 Pet Owners are responsible for:

• Providing accurate and complete information about their pets, including medical conditions, behavioural issues, allergies, and special needs;
• Ensuring their pets are up to date on vaccinations as required;
• Communicating any relevant information to the Service Provider prior to the booking.

4.3 Pet Owners acknowledge that Pawtel does not guarantee the availability, quality, or outcome of any service provided by a Service Provider.

5. Service Provider Terms

5.1 Service Providers must complete a registration and verification process before offering services through the App. Approval is at Pawtel's sole discretion.

5.2 Service Providers represent and warrant that:

• All information provided in their application is truthful and accurate;
• They hold all necessary licences, certifications, insurance, and permits required by their jurisdiction to provide the services they offer;
• They will comply with all applicable local, national, and international laws and regulations;
• They will provide services in a professional, safe, and humane manner.

5.3 Service Providers are independent contractors and are solely responsible for:

• The quality and safety of the services they provide;
• Their own tax obligations and reporting;
• Obtaining and maintaining appropriate insurance coverage;
• Compliance with animal welfare laws and regulations.

5.4 Pawtel reserves the right to suspend or permanently remove any Service Provider at any time, with or without cause.

6. Bookings and Cancellations

6.1 All bookings are subject to Service Provider availability and acceptance.

6.2 Cancellation policies:

• Pet Owners may cancel a booking free of charge up to 7 days before the booking start date;
• Cancellations made within 7 days of the booking start date are not permitted through the App;
• Service Providers may cancel a booking at any time, in which case a full refund will be issued to the Pet Owner.

6.3 Pawtel reserves the right to modify cancellation policies at any time with reasonable notice.

7. Payments and Fees

7.1 All payments are processed through our trusted third-party payment provider. Pawtel does not store your banking or card details on its servers.

7.2 Pawtel charges a platform service fee on each transaction. This fee is deducted from the total booking amount before the Service Provider receives their payout.

7.3 Service Providers are responsible for setting up their payout accounts through the App. Payouts are subject to the terms and conditions of the third-party payment provider.

7.4 All prices displayed in the App are in the currency associated with the Service Provider's country of registration.

7.5 Refunds, when applicable, will be processed to the original payment method. Please allow 5 to 10 business days for refunds to appear in your account.

7.6 Pawtel is not responsible for any fees charged by your bank, card issuer, or payment provider.

8. Reviews and Ratings

8.1 Pet Owners may leave reviews and ratings for Service Providers after a completed booking.

8.2 Reviews must be honest, accurate, and based on genuine experiences. You may not post:

• False, misleading, or defamatory content;
• Content that is abusive, threatening, or harassing;
• Content that violates any third party's rights;
• Spam or promotional material.

8.3 Pawtel reserves the right to remove any review that violates this Agreement at our sole discretion.

9. User Content

9.1 You retain ownership of any content you upload to the App, including photos, profile information, and messages ("User Content").

9.2 By uploading User Content, you grant Pawtel a non-exclusive, worldwide, royalty-free licence to use, display, reproduce, and distribute such content solely for the purpose of operating and improving the App and Services.

9.3 You represent and warrant that you have the right to share any User Content and that it does not infringe upon any third party's intellectual property or privacy rights.

9.4 Pawtel may remove any User Content that violates this Agreement or that we deem inappropriate, at our sole discretion.

10. Communications

10.1 By creating an account, you consent to receive communications from Pawtel, including:

• Push notifications related to bookings, messages, and account activity;
• Email notifications related to bookings, account status, and service updates;
• In-app notifications and messages.

10.2 You may manage your notification preferences through the App's settings. Certain transactional communications (such as booking confirmations and security alerts) cannot be opted out of.

10.3 All communication between Pet Owners and Service Providers should be conducted through the App's messaging system.

11. Privacy and Data

11.1 Your use of the App is subject to Pawtel's Privacy Policy, which describes how we collect, use, store, and share your personal information.

11.2 The App may request access to device features including camera, photo library, location services, and push notifications. You may manage these permissions through your device settings.

11.3 Location data may be used to show nearby Service Providers and to facilitate bookings.

12. Prohibited Conduct

12.1 You agree not to:

• Use the App for any unlawful purpose;
• Circumvent the App's payment system to arrange direct payments;
• Harass, abuse, or threaten any other user;
• Upload content that contains viruses, malware, or harmful code;
• Attempt to gain unauthorised access to the App, other accounts, or our systems;
• Scrape, crawl, or use automated means to access the App;
• Create fake accounts, reviews, or profiles;
• Interfere with the proper functioning of the App;
• Violate any applicable animal welfare laws or regulations.

13. Intellectual Property

13.1 The App, including its design, logos, trademarks, text, graphics, and software, is the property of Pawtel and is protected by intellectual property laws.

13.2 This Agreement grants you a limited, non-exclusive, non-transferable, revocable licence to use the App for its intended purpose.

13.3 You may not copy, modify, distribute, sell, or create derivative works based on the App or its content without prior written consent from Pawtel.

14. Disclaimers

14.1 THE APP AND SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED.

14.2 PAWTEL DOES NOT WARRANT THAT:

• The App will be uninterrupted, error-free, or secure;
• The results obtained through the App will be accurate or reliable;
• Any Service Provider will meet your expectations or requirements;
• The quality of any services obtained through the App will meet your expectations.

14.3 PAWTEL IS A MARKETPLACE PLATFORM ONLY. WE DO NOT ENDORSE, GUARANTEE, OR ASSUME RESPONSIBILITY FOR ANY SERVICE PROVIDER OR THE SERVICES THEY OFFER. ANY TRANSACTION BETWEEN A PET OWNER AND A SERVICE PROVIDER IS SOLELY BETWEEN THOSE PARTIES.

14.4 PAWTEL'S VERIFICATION AND APPROVAL PROCESS FOR SERVICE PROVIDERS IS CONDUCTED ON A BEST-EFFORTS BASIS AND DOES NOT CONSTITUTE A GUARANTEE OF ANY SERVICE PROVIDER'S QUALIFICATIONS, RELIABILITY, OR TRUSTWORTHINESS.

15. Limitation of Liability

15.1 TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, PAWTEL SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO:

• Loss of profits, data, or goodwill;
• Personal injury or property damage arising from your use of the Services;
• Injury, illness, or death of any pet;
• Any conduct of any third party on the App;
• Any unauthorised access to or use of our servers or personal information.

15.2 IN NO EVENT SHALL PAWTEL'S TOTAL LIABILITY TO YOU EXCEED THE AMOUNT YOU HAVE PAID TO PAWTEL IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM.

16. Indemnification

16.1 You agree to indemnify, defend, and hold harmless Pawtel, its officers, directors, employees, and agents from any claims, liabilities, damages, losses, and expenses (including legal fees) arising out of:

• Your use of the App or Services;
• Your violation of this Agreement;
• Your violation of any applicable law or regulation;
• Any content you upload or share through the App;
• Any services you provide or receive through the App;
• Any dispute between you and another user.

17. Termination

17.1 You may terminate your account at any time by contacting Pawtel support.

17.2 Pawtel may suspend or terminate your account at any time, with or without cause and with or without notice.

17.3 Upon termination:

• Your right to use the App ceases immediately;
• Any pending bookings may be cancelled;
• Sections of this Agreement that by their nature should survive termination will remain in effect, including but not limited to Sections 14, 15, 16, and 18.

18. Dispute Resolution

18.1 Any dispute arising out of or relating to this Agreement shall first be attempted to be resolved through informal negotiation by contacting Pawtel support.

18.2 If the dispute cannot be resolved informally within thirty (30) days, either party may pursue resolution through the appropriate legal channels in the jurisdiction where Pawtel is registered.

18.3 For disputes between Pet Owners and Service Providers, Pawtel may, at its sole discretion, assist in mediating the dispute but is not obligated to do so.

19. Modifications

19.1 Pawtel reserves the right to modify this Agreement at any time. We will notify users of material changes through the App or via email.

19.2 Your continued use of the App after changes are posted constitutes your acceptance of the modified Agreement.

20. General Provisions

20.1 Severability. If any provision of this Agreement is found to be unenforceable, the remaining provisions shall remain in full force and effect.

20.2 Entire Agreement. This Agreement, together with the Privacy Policy and any other policies referenced herein, constitutes the entire agreement between you and Pawtel.

20.3 No Waiver. Pawtel's failure to enforce any right or provision of this Agreement shall not constitute a waiver of such right or provision.

20.4 Assignment. You may not assign or transfer this Agreement. Pawtel may assign this Agreement without restriction.

21. Contact Information

If you have questions about this Agreement, please contact us at:

Email: support@pawtel.app
Website: https://pawtel.app

By using the Pawtel App, you acknowledge that you have read, understood, and agree to be bound by this Agreement.