1. Introduction
These Community Guidelines set the standards of behaviour expected of everyone who uses the LetzPaws platform operated by LetzPaws Ltd (“LetzPaws”), including pet owners (“customers”) and pet care professionals (“providers” or “pros”).
They supplement our Terms of Service, Provider Terms, and Privacy Policy. Violations may result in content removal, booking cancellation, account warnings, suspension, or permanent removal from the Platform.
2. Respect, dignity, and safety
LetzPaws is built on trust. All users must:
- treat other users with courtesy and respect in messages, reviews, and in-person interactions;
- refrain from harassment, bullying, threats, hate speech, or discriminatory conduct based on protected characteristics;
- not engage in violence, intimidation, or coercive behaviour; and
- respect boundaries and privacy — do not share another user’s personal information without consent.
We have zero tolerance for conduct that endangers people or animals.
3. Honest profiles, listings, and communications
3.1 Providers
Providers must:
- accurately describe qualifications, experience, services, pricing, and availability;
- use genuine photographs of themselves or their business where profile images are shown;
- not misrepresent insurance, licences, or verification status; and
- respond to booking requests and messages promptly and professionally.
3.2 Customers
Customers must:
- provide truthful contact and pet information, including health, behaviour, and care requirements;
- disclose known risks (such as aggression, escape tendencies, or contagious illness) before the service begins; and
- not submit false reviews or retaliate against providers for honest feedback disputes.
4. Animal welfare
Animal welfare is central to LetzPaws. All users must:
- comply with UK animal welfare laws and recognised standards of care;
- ensure animals have access to water, shelter, and humane treatment appropriate to the service;
- never use cruel, abusive, or unlawful handling or training methods;
- seek veterinary attention when an animal appears unwell or injured; and
- report suspected neglect or abuse to LetzPaws and, where appropriate, to the RSPCA, local authority, or police.
Providers offering regulated activities (such as boarding or daycare) must hold required licences and comply with local authority conditions.
5. Platform integrity and fair use
To keep the marketplace fair and secure, you must not:
- circumvent LetzPaws payments or solicit off-platform transactions to avoid fees;
- create duplicate accounts to evade restrictions or manipulate rankings;
- spam users with unsolicited marketing or irrelevant messages;
- use automated scripts or bots to scrape data or interact with the Platform;
- post misleading reviews, incentivised ratings, or coordinated review manipulation; or
- attempt to exploit vulnerabilities — report security issues responsibly to support@letzpaws.com.
6. Messaging and content standards
Platform messaging and uploaded content must not include:
- illegal content or promotion of illegal activity;
- sexually explicit material or exploitation;
- extreme violence or graphic harm;
- malware, phishing links, or fraudulent schemes; or
- infringement of intellectual property or privacy rights.
We may use automated tools, including AI-assisted moderation, to detect policy violations. Significant enforcement actions are subject to human review where appropriate.
7. Reviews and feedback
Reviews help the community make informed choices. When leaving feedback:
- base reviews on genuine experiences with the booked service;
- keep criticism factual and constructive;
- do not include personal data such as private phone numbers or addresses; and
- do not offer payments or gifts in exchange for reviews.
We may remove reviews that violate these guidelines or our legal obligations.
8. Children and vulnerable adults
The Platform is intended for users aged 18 and over. Services may involve access to customers’ homes; providers must act professionally and report any safeguarding concerns immediately. Customers must ensure arrangements are appropriate where children or vulnerable adults are present.
9. Reporting concerns
If you witness behaviour that violates these guidelines or poses a safety risk:
- contact support@letzpaws.com with as much detail as possible (booking reference, dates, screenshots);
- in emergencies involving immediate danger to a person or animal, call 999; and
- for animal welfare emergencies, contact a veterinary practice or the RSPCA where appropriate.
We review reports confidentially and may take action including warnings, suspension, or referral to authorities. Retaliation against good-faith reporters is prohibited.
10. Enforcement
We reserve the right to investigate suspected violations, remove content, cancel bookings, withhold payouts pending review (where permitted by law and Stripe rules), and suspend or terminate accounts. Serious or repeated violations may result in permanent removal without refund of platform fees.
Enforcement decisions are made in our reasonable discretion to protect users, animals, and the integrity of the Platform. You may appeal account decisions by contacting support with additional information.
11. Updates
We may update these Community Guidelines as the Platform evolves. Continued use after updates constitutes acceptance of the revised guidelines.
12. Contact
Questions or reports:
Email: support@letzpaws.com
LetzPaws Ltd