1. Introduction
These Provider Terms (“Terms”) govern your access to and use of the LetzPaws platform operated by LetzPaws Ltd (“LetzPaws”, “we”, “us”, or “our”) as an independent pet care professional (“Provider”, “Pro”, or “you”).
By registering as a Provider, completing onboarding, or offering services through the Platform, you agree to these Terms, our Terms of Service (to the extent applicable to platform use), Privacy Policy, Community Guidelines, and Cancellation & Refund Policy.
If you do not agree, you must not offer services through the Platform.
2. Independent contractor status
You acknowledge and agree that you are an independent contractor and not an employee, worker, agent, partner, or franchisee of LetzPaws Ltd. Nothing in these Terms creates an employment relationship, and you have no authority to bind LetzPaws.
You are solely responsible for:
- how, when, and where you perform services, subject to bookings accepted through the Platform;
- your own tax affairs, including income tax and National Insurance contributions;
- compliance with applicable laws, licences, and professional standards; and
- your business expenses, equipment, and insurance.
You may not represent yourself as an employee or authorised representative of LetzPaws except as expressly permitted in our branding guidelines.
3. Eligibility and onboarding
3.1 Requirements
To offer services on LetzPaws, you must:
- be at least 18 years old and legally entitled to work in the United Kingdom;
- provide accurate registration, identity, and business information;
- complete Stripe Connect onboarding and maintain a payout-eligible account;
- maintain any licences, registrations, or qualifications required for your services; and
- maintain adequate insurance appropriate to your services, including public liability insurance where reasonably required.
3.2 Verification
We may require identity verification, proof of address, insurance documents, and other credentials. Verification and any “verified” badge are administrative screening tools only. They do not constitute a warranty of your skills, conduct, or suitability, and do not reduce your own legal responsibilities.
3.3 Approval and suspension
We may approve, reject, suspend, or remove Provider accounts at our discretion for policy breaches, failed verification, safety concerns, poor performance, or legal compliance reasons.
4. Services you offer
You warrant that:
- your listings, pricing, availability, and descriptions are accurate and not misleading;
- you will perform accepted bookings with reasonable care and skill;
- you will comply with UK animal welfare laws, including the Animal Welfare Act 2006 and applicable codes of practice;
- you will not offer services you are not qualified or permitted to provide; and
- you will treat customers, animals, and other users respectfully and in accordance with our Community Guidelines.
5. Bookings and customer relationship
When you accept a booking, you enter into a direct contract with the customer for the service. You are responsible for delivering the service in accordance with the booking details and applicable consumer law.
You agree to:
- honour confirmed bookings or cancel in accordance with our Cancellation & Refund Policy;
- communicate promptly and professionally through Platform channels where possible;
- request only information reasonably necessary to perform the service; and
- not solicit customers to complete transactions off-platform to avoid fees.
6. Fees, payments, and Stripe Connect
6.1 Platform fees
LetzPaws charges a platform commission on bookings, as disclosed in your provider dashboard and/or at onboarding. Commission rates may vary by service type or promotional arrangements and may be updated with reasonable notice.
6.2 Stripe Connect
Payouts are processed through Stripe Connect. You must complete Stripe onboarding, provide accurate banking and tax information, and comply with Stripe’s terms and verification requirements. We do not control Stripe’s underwriting decisions or payout timing.
6.3 Stripe fees, chargebacks, and losses
Payment processing losses: You acknowledge that payment processing fees, chargebacks, disputes, refunds, and related financial losses associated with your bookings are ultimately borne by the Platform in the first instance through our Stripe Connect arrangement. However, we may recover such amounts from you, including by offsetting against future payouts, where:
- the loss arises from your breach of these Terms, fraud, negligence, or misconduct;
- you fail to deliver a booked service without valid cancellation;
- you provided false or misleading information; or
- applicable law or Stripe rules permit recovery.
You agree to cooperate with dispute investigations and provide evidence reasonably requested by us or Stripe.
6.4 Tax
You are responsible for determining and paying all taxes arising from your earnings. We may provide transaction records to assist with your accounting but do not provide tax advice. Where required by law, we may collect and report tax information to HMRC or other authorities.
7. Insurance
You must maintain appropriate insurance for your services, including public liability insurance at levels appropriate to your activities. Upon request, you must provide current certificates of insurance. Failure to maintain adequate insurance may result in suspension.
LetzPaws does not provide insurance coverage for your services. Customers may have their own pet insurance arrangements; you are not a party to those policies.
8. Animal welfare and safety
You must:
- prioritise the welfare, safety, and dignity of animals in your care;
- follow customer instructions where safe and lawful, and seek veterinary advice when needed;
- report injuries, escapes, or welfare concerns to the customer and LetzPaws promptly;
- not use aversive or unlawful training or handling methods; and
- comply with licensing requirements for boarding, daycare, or similar regulated activities where applicable.
We may report serious welfare concerns to relevant authorities.
9. Data protection
9.1 Customer personal data
You receive customer personal data (such as names, addresses, pet information, and contact details) only to perform booked services. For much of this data, you act as an independent data controller for your own business purposes under UK GDPR.
You must:
- use customer data only for delivering and administering services booked through LetzPaws;
- keep data secure and confidential;
- not disclose data to third parties except as necessary to perform the service or as required by law;
- delete or return data when no longer needed for the booking purpose; and
- comply with data subject rights requests or refer customers to LetzPaws where appropriate.
9.2 Platform processing
LetzPaws processes Provider personal data as described in our Privacy Policy. Where we process personal data on your behalf in limited circumstances, we act as a data processor and you act as controller, subject to a data processing arrangement where required by law.
10. Content and intellectual property
You grant LetzPaws a non-exclusive, worldwide, royalty-free licence to use your profile content, photographs, and service descriptions for operating, marketing, and promoting the Platform. You represent that you have the right to grant this licence and that your content does not infringe third-party rights.
LetzPaws branding, software, and Platform technology remain our property or that of our licensors. You may not copy, modify, or misuse Platform intellectual property.
11. Reviews and ratings
Customers may leave reviews about your services. You must not manipulate reviews, offer incentives for positive reviews, or retaliate against customers for honest feedback. We may moderate or remove reviews that violate our policies or applicable law.
12. Liability and indemnity
12.1 Your liability
You are solely liable for your services, acts, and omissions, including injury to persons or animals, property damage, and breach of contract with customers.
12.2 Indemnity
You agree to indemnify and hold harmless LetzPaws Ltd, its directors, officers, and employees from and against losses, claims, damages, fines, and reasonable legal costs arising from:
- your services, negligence, or wilful misconduct;
- your breach of these Terms or applicable law;
- your infringement of third-party rights; or
- disputes with customers relating to services you provided,
except to the extent caused by LetzPaws’s negligence or fraud.
12.3 Limitation of LetzPaws liability to you
To the fullest extent permitted by law, LetzPaws shall not be liable for indirect or consequential loss, loss of profits, or loss of business. Our total liability to you arising from the Platform shall be limited to the platform fees retained by us from your bookings in the twelve (12) months preceding the claim, except where liability cannot be limited under applicable law.
13. Termination
You may stop using the Platform at any time, subject to completing outstanding bookings and settlement of amounts owed. We may suspend or terminate your account immediately for material breach, safety risks, or legal compliance. Clauses that by nature should survive (including indemnity, data protection, and governing law) shall continue after termination.
14. Changes to these Terms
We may update these Provider Terms from time to time. Material changes will be notified through the Platform or by email where appropriate. Continued use after the effective date constitutes acceptance, except where law requires express consent.
15. Governing law and jurisdiction
These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, subject to any mandatory protections applicable to you.
16. Contact
Provider support:
LetzPaws Ltd
United Kingdom
Email: support@letzpaws.com