Terms of Service

By accessing and using PetLoza, you accept and agree to be bound by these Terms of Service. If you do not agree to these terms, you may not use our services.

PetLoza is a marketplace platform that connects pet owners with pet care providers. We facilitate bookings and payments but are not a party to the actual service agreement between owners and sitters.

You are responsible for maintaining the confidentiality of your account credentials. You agree to notify us immediately of any unauthorized use of your account.

All bookings are subject to availability and sitter approval. Pet owners are responsible for providing accurate information about their pets and any special requirements.

Pet owners must provide accurate pet, health, behavior, vaccination, medication, feeding, access, and emergency contact information before a booking starts. Owners are responsible for ensuring that pets can safely receive the requested care and for authorizing reasonable emergency veterinary care when needed.

Sitters must keep profiles, services, prices, availability, experience, photos, and location information accurate. Sitters must provide services with reasonable care, follow booking instructions, keep owners informed, and only accept bookings they are qualified and available to complete.

Payments are processed securely through our platform. Service fees are clearly disclosed before booking. Refunds are subject to our refund policy.

Sitters may need to complete identity, bank account, and compliance checks through Stripe Connect before accepting bookings or receiving payouts. PetLoza may delay, block, or reverse payouts when required for KYC, fraud prevention, disputes, chargebacks, sanctions screening, or legal compliance.

Prices, platform fees, VAT or other applicable taxes, and payment totals are shown before checkout where available. Sitters are responsible for their own tax reporting unless applicable law states otherwise. PetLoza may issue platform fee invoices or payment records as required.

Cancellation policies vary by sitter and are displayed at the time of booking. Both parties must comply with the agreed cancellation terms.

Owners and sitters should report booking issues promptly and provide evidence such as photos, messages, timestamps, receipts, and service notes. PetLoza may hold funds, issue full or partial refunds, release payouts, apply cancellation penalties, or restrict accounts while a dispute or safety report is reviewed.

Users may not use PetLoza to find each other and then avoid platform payments, fees, safety tools, support processes, or dispute handling. We may suspend accounts that request or accept off-platform payment for services introduced through PetLoza.

Users must not post illegal, abusive, misleading, discriminatory, unsafe, or infringing content. Reviews should reflect genuine completed services. PetLoza may remove or hide content, restrict messaging, or suspend accounts when content violates platform rules or safety standards.

PetLoza acts as an intermediary platform. We are not responsible for the actions of users or the quality of services provided. Users use our platform at their own risk.

PetLoza is not a veterinary provider, insurer, employer, agency, or party to the direct pet care service between users. Any protection, guarantee, or support language applies only as described in the applicable policy shown at the time of booking.

We reserve the right to modify these terms at any time. Continued use of our platform after changes constitutes acceptance of the new terms.