1. Definitions
In these Terms of Service (“Terms”), the following definitions apply:
- “Booking” means a reservation for a Service made through the Platform.
- “Customer” or “you” means a pet owner or other person who registers for or uses the Platform to discover, book, or pay for Services.
- “LetzPaws”, “we”, “us”, or “our” means LetzPaws Ltd, a company registered in England and Wales, with its registered office at United Kingdom.
- “Platform” means the LetzPaws website, applications, and related services operated by us.
- “Provider” or “Pro” means an independent pet care professional who offers Services through the Platform.
- “Service” or “Services” means pet care or related services offered by a Provider, such as dog walking, pet sitting, grooming, training, or boarding.
- “Stripe” means Stripe Payments UK Ltd and its affiliates, which process payments on our behalf.
2. About LetzPaws
LetzPaws operates an online marketplace that connects Customers with independent Providers of pet care Services. We facilitate discovery, booking, messaging, and payment processing. We do not ourselves provide pet care Services.
Important: Providers are independent contractors and are not employees, agents, partners, or joint venturers of LetzPaws Ltd. When you make a Booking, you enter into a contract directly with the relevant Provider for the supply of the Service. We act solely as an intermediary platform facilitating that relationship.
Nothing in these Terms creates an employment, agency, franchise, or partnership relationship between you and LetzPaws in respect of any Service performed by a Provider.
3. Acceptance of these Terms
By accessing or using the Platform, creating an account, or making a Booking, you agree to be bound by these Terms, our Privacy Policy, Cookie Policy, Cancellation & Refund Policy, and Community Guidelines, each as updated from time to time.
If you do not agree to these Terms, you must not use the Platform. We may refuse access, suspend, or terminate accounts where we reasonably believe these Terms have been breached.
These Terms apply to consumers using the Platform in the United Kingdom. If you are a business customer, additional or different terms may apply; please contact us before using the Platform for commercial purposes.
4. Eligibility and your account
4.1 Eligibility
You must be at least 18 years old and legally capable of entering into binding contracts to use the Platform. By registering, you represent and warrant that you meet these requirements.
4.2 Account registration
To make Bookings and access certain features, you must create an account. You agree to:
- provide accurate, current, and complete information during registration and when making Bookings;
- maintain and promptly update your account information;
- keep your login credentials confidential and not share them with any third party;
- notify us immediately at support@letzpaws.com if you suspect unauthorised access to your account; and
- accept responsibility for all activity that occurs under your account, whether or not authorised by you.
4.3 Pet and household information
You must provide truthful and complete information about your pets, including health conditions, behaviour, dietary requirements, veterinary contacts, and any risks to the Provider or third parties. Failure to disclose material information may affect your rights and may place animals or persons at risk.
5. Bookings and the customer–provider contract
5.1 Making Bookings
When you request or confirm a Booking through the Platform, you make an offer to the Provider on the terms displayed at checkout (including price, date, time, duration, and any special instructions). A binding contract for the Service arises between you and the Provider when the Booking is confirmed, whether by the Provider or automatically in accordance with the Provider’s stated availability rules.
5.2 Service delivery
The Provider is solely responsible for performing the Service, including punctuality, quality, safety, and compliance with applicable laws and professional standards. LetzPaws does not supervise, direct, or control how Providers perform Services.
5.3 Changes and cancellations
Changes to or cancellation of a Booking are subject to our Cancellation & Refund Policy and any additional terms stated at checkout or in communications with the Provider.
6. Payments and fees
6.1 Payment processing
Payments for Bookings are processed securely by Stripe. By making a payment, you also agree to Stripe’s applicable terms and privacy notices. We do not store full payment card numbers on our servers.
6.2 Platform fees and pricing
The total price payable for a Booking is displayed at checkout and may include Service fees charged by the Provider, platform fees charged by LetzPaws, and applicable taxes where required by law. All prices are shown in the currency indicated at checkout unless otherwise stated.
6.3 Payment authorisation
Depending on the Booking type, we or Stripe may authorise or capture payment at the time of booking or shortly before the scheduled Service. You authorise us and Stripe to charge your selected payment method for the amounts due in connection with your Bookings, including any applicable cancellation or no-show charges disclosed at booking.
6.4 Refunds
Refunds, where due, are processed in accordance with our Cancellation & Refund Policy via Stripe to your original payment method. Processing times are typically five to ten business days but may vary depending on your bank or card issuer.
7. Our role, disclaimers, and no veterinary advice
7.1 Intermediary role
LetzPaws provides technology that enables Customers and Providers to connect. We do not guarantee:
- the availability, quality, safety, legality, or suitability of any Provider or Service;
- that any Provider holds particular qualifications, insurance, or licences, except where we expressly state that a verification step has been completed; or
- the accuracy of listings, reviews, profiles, or communications on the Platform.
Any verification, badge, or screening process we undertake is an administrative aid only and does not constitute a warranty, endorsement, or guarantee of conduct, competence, or fitness for purpose.
7.2 No veterinary or professional advice
Veterinary disclaimer: Content on the Platform, including profiles, messages, and AI-assisted features, is provided for general information only. It does not constitute veterinary, medical, nutritional, behavioural, or other professional advice. Always consult a qualified veterinary surgeon or other appropriate professional regarding your pet’s health, welfare, or treatment. In an emergency, contact a veterinary practice immediately. LetzPaws is not responsible for decisions you or any Provider make based on information obtained through the Platform.
7.3 Animal welfare
You are responsible for ensuring that Bookings are appropriate for your pet’s needs and that Providers are given all information necessary to care for your pet safely. Report suspected animal welfare concerns promptly to us at support@letzpaws.com and, where appropriate, to the relevant authorities.
8. Your statutory consumer rights
If you are a consumer resident in the United Kingdom, you have legal rights in relation to services purchased from traders, including rights under the Consumer Rights Act 2015. These statutory rights are in addition to, and are not replaced by, these Terms or our policies.
Because the contract for the Service is between you and the Provider, claims relating to the performance of the Service (including claims that the Service was not provided with reasonable care and skill) should ordinarily be directed to the Provider in the first instance. We may, at our discretion, assist with informal dispute facilitation but are not obliged to do so.
Nothing in these Terms affects your statutory rights as a consumer that cannot be excluded or limited under applicable law.
9. Acceptable use and prohibited conduct
You must use the Platform lawfully, responsibly, and in accordance with our Community Guidelines. Without limitation, you must not:
- provide false, misleading, or incomplete information;
- harass, threaten, abuse, discriminate against, or endanger any person or animal;
- use the Platform for unlawful purposes or to facilitate illegal activity;
- attempt to circumvent the Platform’s payment systems or solicit Providers or Customers to transact off-platform in order to avoid fees;
- scrape, copy, reverse engineer, or interfere with the Platform’s operation or security;
- upload malware, spam, or content that infringes intellectual property or privacy rights;
- impersonate any person or entity or misrepresent your affiliation with any person or entity;
- use automated means to access the Platform except as expressly permitted by us; or
- use the Platform in any manner that could damage, disable, or impair our systems or the experience of other users.
We may investigate suspected breaches and take appropriate action, including removing content, cancelling Bookings, suspending accounts, or reporting matters to law enforcement or regulatory bodies.
10. Content and intellectual property
10.1 Your content
You retain ownership of content you submit to the Platform (such as pet profiles, messages, and reviews), but you grant us a non-exclusive, worldwide, royalty-free licence to use, store, reproduce, and display that content solely for operating, promoting, and improving the Platform and resolving disputes.
10.2 Our intellectual property
The Platform, including its design, software, branding, and underlying technology, is owned by or licensed to LetzPaws Ltd and is protected by intellectual property laws. Except as expressly permitted, you may not copy, modify, distribute, or create derivative works from any part of the Platform.
11. Limitation of liability
11.1 Liability for platform services
To the fullest extent permitted by applicable law, LetzPaws Ltd shall not be liable for:
- any act, omission, negligence, or default of any Provider or other third party;
- loss of or injury to any pet, person, or property arising from or in connection with a Service;
- indirect or consequential loss, including loss of profit, revenue, goodwill, or anticipated savings; or
- any matter beyond our reasonable control.
11.2 Cap on liability
Subject to clause 11.3, our total aggregate liability to you arising out of or in connection with the Platform or these Terms (whether in contract, tort (including negligence), breach of statutory duty, or otherwise) shall be limited to the greater of:
- the total platform fees (if any) paid by you to LetzPaws in respect of the Booking giving rise to the claim in the twelve (12) months preceding the event giving rise to liability; and
- one hundred pounds sterling (£100).
11.3 Liability that cannot be excluded
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under the laws of England and Wales.
If you are a consumer, your statutory rights are not affected by this clause 11.
12. Indemnity
You agree to indemnify and hold harmless LetzPaws Ltd, its directors, officers, and employees from and against reasonable losses, claims, damages, and expenses (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Platform, or your violation of any law or the rights of a third party, except to the extent caused by our negligence or wilful misconduct.
13. Suspension and termination
We may suspend or terminate your access to the Platform, or cancel pending Bookings, if we reasonably believe you have breached these Terms, pose a safety risk, or if required by law or a payment processor. You may close your account at any time by contacting support@letzpaws.com, subject to completion of outstanding Bookings and payment obligations.
Provisions that by their nature should survive termination (including clauses relating to liability, indemnity, governing law, and dispute resolution) shall continue in force.
14. Complaints and dispute resolution
14.1 Complaints
If you have a complaint about the Platform, please contact us at support@letzpaws.com with sufficient detail for us to investigate. We will acknowledge complaints within a reasonable time and aim to respond substantively as soon as practicable.
14.2 Disputes with Providers
Disputes regarding the performance of a Service are primarily between you and the Provider. We may, but are not obliged to, facilitate communication or provide information relevant to a dispute where permitted by law and our systems.
14.3 Alternative dispute resolution
If we are unable to resolve a complaint relating to our own platform services, consumers may be entitled to use alternative dispute resolution schemes or, in certain circumstances, online dispute resolution platforms made available by the European Commission or UK authorities. We are not obliged to participate in ADR unless required by law.
15. Changes to these Terms
We may update these Terms from time to time. The current version is identified by the “Last updated” date and version number shown at the top of this page. Where changes are material, we will take reasonable steps to notify you (for example, by email or a notice on the Platform) before they take effect. Continued use of the Platform after the effective date constitutes acceptance of the updated Terms, except where applicable law requires your express consent.
16. General
16.1 Assignment
You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations to an affiliate or successor in connection with a reorganisation or sale of business.
16.2 Severability
If any provision of these Terms is held invalid or unenforceable, the remaining provisions shall remain in full force and effect.
16.3 Waiver
Failure to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision.
16.4 Third-party rights
Except as expressly stated, these Terms do not confer any rights on any person other than you and LetzPaws Ltd under the Contracts (Rights of Third Parties) Act 1999.
17. Governing law and jurisdiction
These Terms and any dispute or claim arising out of or in connection with them or the Platform (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales.
Subject to any mandatory consumer protections that may entitle you to bring proceedings in the courts of your country of residence, the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.
18. Contact
For questions about these Terms, please contact:
LetzPaws Ltd
United Kingdom
Email: support@letzpaws.com