Terms & Conditions

AirPet is operated by [LEGAL ENTITY NAME], a company registered in Cyprus (company number [NUMBER]), with its registered office at [REGISTERED ADDRESS]. VAT number [VAT NUMBER].

Contact: [SUPPORT EMAIL]

AirPet is an online marketplace. We provide the technology that lets pet owners and sitters find each other, communicate, agree bookings and process payment.

We are not a party to the agreement between you. When an owner books a sitter, a contract is formed directly between that owner and that sitter. AirPet is not a party to it.

We do not provide pet care services. We are not a pet care provider, a veterinary practice, a boarding kennel, an employment agency or an insurer.

Sitters are independent providers acting on their own behalf. They are not employees, workers, agents or representatives of AirPet. They set their own rates and availability, choose which bookings to accept, and are free to offer their services elsewhere.

Sitters are responsible for their own tax, social insurance, VAT where applicable, and any licence, permit or insurance required to provide their services lawfully.

You must be at least 18 years old to create an account. You must give accurate information and keep it up to date, and you are responsible for keeping your login secure and for activity under your account.

One person, one account. We may suspend or close an account that breaches these terms, or where we reasonably believe it presents a risk to users or animals.

An owner sends a booking request specifying the service, date, start time and duration. The sitter may accept or decline. A contract between owner and sitter is formed when the sitter accepts.

Either party may propose an amendment; it takes effect only when the other party accepts it. Bookings cannot be amended after the booking start time has passed.

Prices shown to owners include all fees and taxes payable through the platform.

Payments are processed by Stripe. AirPet charges an owner service fee and a sitter service fee, each calculated on the sitter's rate. Cyprus VAT is applied to AirPet's service fees only, not to the sitter's own rate. Sitters are responsible for their own VAT position. Payouts are made to the sitter's connected Stripe account.

The owner pays when the booking is confirmed. The payment is held and released to the sitter after the service: straight away when the owner confirms it went well, or automatically 24 hours after the sitter marks it complete (or 24 hours after its scheduled end), unless either party reports a problem first. Bookings can be made up to 80 days ahead.

If the owner cancels, the refund depends on the sitter's cancellation policy, which is shown on the sitter's profile and on the booking form before the owner books. Each booking keeps the policy that applied when it was made.

• Flexible: full refund if cancelled 24 hours or more before the booking starts; 50% refund if cancelled later.
• Moderate: full refund if cancelled 3 days or more before the start; 50% refund if cancelled between 3 days and 24 hours before; no refund in the last 24 hours.
• Strict: full refund if cancelled 7 days or more before the start; 50% refund if cancelled between 7 days and 24 hours before; no refund in the last 24 hours.

Whatever is not refunded is paid to the sitter for the time they set aside, less AirPet's service fees on that part.

If the sitter cancels at any time before the booking starts, the owner receives a full refund.

A request that hasn't been paid for can be withdrawn or declined at no cost. Once a booking has started it can no longer be cancelled; if something goes wrong, either party can report a problem from the booking, as set out below.

Reporting a problem. Either the owner or the sitter can report a problem from the booking's start time until the sitter's payment is released. The report describes what happened and may include photos or documents. The sitter's payment for that booking is then held. AirPet asks the other person for their account, to be given within 12 hours; if they don't reply, AirPet decides on the information available. AirPet aims to decide within 24 hours of the report, and may extend this once by 24 hours for serious cases, telling both people why.

AirPet decides on the evidence, giving most weight to its own records (booking details, start and completion times, and messages and photos sent through AirPet). The decision may be to pay the sitter in full, to refund the owner in part (for example where the service was partly delivered), or to refund the owner in full. Refunds are for a service that was not delivered as agreed: a pet becoming unwell or injured without the sitter's fault is not, by itself, a reason for a refund. AirPet gives both people a short written reason. Either person may ask AirPet to look again once, with new evidence, within 7 days; the decision is then final as far as AirPet is concerned, without affecting your legal rights.

Refunds only ever return the booking price. AirPet does not pay for veterinary costs, damage to property, travel or other losses. Damage caused by an owner's own pet is the owner's responsibility; damage caused by a sitter is the sitter's responsibility. On request, AirPet will share the facts it holds with both people and their insurers. AirPet keeps a record of reports, decisions, warnings and suspensions, and may warn or suspend an account as described in section 17.

Refunds are made to the card used for payment and usually take 5 to 10 working days to arrive. Nothing in these terms affects your statutory rights as a consumer.

Only users who have completed a booking through the platform can review the other party to that booking. This is how we verify that reviews come from people who actually used the service.

We do not accept payment to publish, promote or suppress reviews. We may remove reviews that are abusive, contain personal or contact details, are irrelevant to the service, or are demonstrably false.

Owners must give accurate information about their pet, including temperament, medical conditions, medication and any history of biting or aggression; keep vaccinations current; provide what the sitter needs; and stay reachable, or provide an emergency contact, during the booking.

Sitters must only accept bookings they are competent to fulfil; hold any licence, permit or insurance required by law; care for animals responsibly and lawfully; seek veterinary attention in an emergency and tell the owner promptly; and not represent themselves as a veterinary professional.

Neither may use the platform unlawfully, arrange payment outside the platform to avoid fees, harass or discriminate against other users, or misrepresent their experience or qualifications.

Bookings and payments arranged through AirPet must be completed through AirPet. You must not use the platform to find someone and then take the booking or payment elsewhere to avoid fees.

Where users transact off-platform, they do so entirely at their own risk. AirPet has no responsibility for off-platform bookings, payments, disputes or losses, and only communications and information exchanged through the platform will be considered if we are asked to help resolve a dispute.

Sitters may declare skills on their profile, such as giving oral medication or caring for senior pets. These are self-declared. AirPet does not verify, certify or endorse them.

AirPet does not offer, advertise or facilitate injectable medication, intravenous treatment or any veterinary procedure. If an owner and sitter privately agree on care beyond the skills listed on the platform, that arrangement is solely between them and is not facilitated, endorsed or covered by AirPet.

Nothing on the platform is veterinary advice. In an emergency, contact a veterinary surgeon.

If a sitter reasonably believes a pet needs urgent veterinary attention, they must make reasonable efforts to contact the owner first. Where the owner cannot be reached in time, or delay would endanger the pet, the owner authorises the sitter to arrange the emergency treatment they reasonably believe necessary.

Unless agreed otherwise, the owner is responsible for all veterinary fees, medication, transport and related costs. AirPet is not responsible for those costs.

Owners should provide their vet's details, an emergency contact, and any treatment limits they want the sitter to observe.

Owners must disclose any known history of aggression, biting or unpredictable behaviour that could present a risk to people, animals or property.

A sitter who reasonably considers a pet presents an unacceptable risk may refuse to start or continue the booking, having told the owner as soon as reasonably possible.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded.

Subject to that, AirPet is not liable for the acts or omissions of any owner or sitter; for injury to, illness of, loss of or death of any animal; for damage to property during a booking; for the accuracy of user-provided information; or for disputes between users.

AirPet does not provide insurance. We do not insure owners, sitters, animals or property. You are strongly encouraged to arrange your own.

[LIABILITY CAP — TO BE CONFIRMED ON LEGAL REVIEW]

To the extent permitted by law, you agree to indemnify AirPet against claims, losses and reasonable costs arising from your breach of these terms or of any law, your negligent or unlawful conduct, inaccurate information you provide, or any dispute between you and another user — including claims relating to injury to people or animals.

This does not require you to indemnify us for our own fraud, wilful misconduct or gross negligence.

If you believe content on AirPet is unlawful, misleading or breaches these terms, please report it to us using the contact details below. We will review reports in good faith and may remove or restrict content, or restrict an account, where we reasonably believe it breaches these terms or the law.

Where we remove your content or restrict your account, we will tell you the main reason where it is practical and lawful to do so, and you may ask us to reconsider. We do not generally monitor all content, and nothing here creates an obligation to do so.

You keep ownership of what you upload. By uploading it you grant us a non-exclusive, royalty-free licence to host, display and use it for the purpose of operating and promoting the platform. You confirm you have the rights and permissions needed for anything you upload, including images of other people or their pets.

You may close your account at any time. We may suspend or terminate access if you breach these terms, or where we reasonably believe it is necessary to protect users or animals. Termination does not affect bookings already agreed or obligations already accrued.

We may update these terms. We will give notice of material changes by email or on the platform before they take effect. Continued use after that date means you accept the updated terms. Changes do not affect rights or obligations that arose beforehand.

These terms are governed by the law of the Republic of Cyprus, and the courts of Cyprus have jurisdiction. If you are a consumer, this does not deprive you of the protection of mandatory rules of the law where you live, or of your right to bring proceedings there.

If any part of these terms is found unenforceable, the rest continues to apply. Our failure to enforce a term is not a waiver of it. These terms, together with our Privacy Policy and Cookie Policy, form the entire agreement between us about your use of AirPet. Clauses that by their nature should survive termination will do so.

[SUPPORT EMAIL]

[LEGAL ENTITY NAME], [REGISTERED ADDRESS], Cyprus