Terms of Service

1. Acceptance of Terms; Modifications

These Terms of Service (the “Terms”) are a binding legal agreement between you and Handipaws Limited (“we,” “us” and “our”). The Terms govern your use of our software applications, resources and services for dog owners (”Owner/Owners”) and dog care providers (“Helper/Helpers”) to find each other, communicate with each other, and arrange for the provision of pet care services and/or specialised support. Such tools, resources and services, together with this website, are collectively referred to as the “Handipaws Service”.

You understand and agree that we may change the Terms from time to time, and that any such changes will be effective when we post the modified Terms on the Handipaws Service, unless otherwise required by applicable law. Your continued access and use of the Handipaws Service after we post the modified Terms will constitute your consent to be bound by the modified Terms.

2. Handipaws Service

2.1 Nature of the Handipaws Service

The Handipaws Service consists of a desktop Web application, mobile applications, and other related tools, support and services that Owners and Helpers can use to find, communicate with and interact with each other.

It facilitates listings, communications, Bookings and payments, with administrative help for Booking and refund enquiries and the limited emergency administrative support described in section 2.8. Handipaws does not provide veterinary advice, insurance, a guarantee or protection. Any educational materials are general information and do not replace advice from an appropriately qualified professional.

Any platform fees and changes to those fees will be disclosed clearly before you agree to pay them. Fee changes will not apply retrospectively to confirmed Bookings.

2.2 Handipaws does not provide Pet Care Services

Handipaws is a neutral venue for Owners and Helpers. Handipaws is not a Helper and does not provide pet care, diagnosis, treatment, rehabilitation or other professional services. Boarding, pet sitting, dog walking, house sitting, physiotherapy, hydrotherapy and other services listed on the Handipaws platform are supplied by Helpers and are referred to as “Pet Care Services” in these Terms. . Helpers listed on Handipaws are not under the direction or control of Handipaws, and Helpers determine in their own discretion how to provide Pet Care Services subject to their contract with the Owner and applicable legal and professional requirements.

Each Helper is an independent service provider. Handipaws is not a party to the contract for Pet Care Services and does not select treatment, manage care, supervise the Helper or undertake the Helper’s professional responsibilities. Listing a Helper, displaying their profile or facilitating a Booking does not constitute a recommendation, endorsement or guarantee of their suitability, credentials, insurance or performance. Our responsibility for our own platform services is addressed in section 12.

Insurance documents: Handipaws checks the insurance documents submitted by a Helper only when that Helper signs up. This is a one-time review of the documents supplied at registration, not a guarantee of their authenticity, of the insurer’s acceptance of a claim or of cover for any particular dog, condition or service. Handipaws does not carry out further insurance-document checks after signup, including at renewal, expiry, profile amendment or the time of a Booking. We do not monitor whether insurance continues, lapses, is cancelled or changes.

The Helper alone is responsible for obtaining and maintaining suitable, valid insurance for every service they offer and perform. A Helper must immediately tell Handipaws if required cover expires, lapses, is cancelled or becomes unsuitable, must keep their profile accurate and must stop offering or performing affected services through the platform until appropriate cover is in place. This notification duty does not mean that Handipaws rechecks insurance after signup. Handipaws may restrict or remove a listing in response to information received or to meet its legal obligations.

Credentials: Handipaws does not check or verify the accuracy, authenticity, validity or current status of a Helper’s qualifications, training, experience, professional credentials, registrations, accreditations, licences or claimed association memberships. These claims are supplied by the Helper. An Owner is responsible for carrying out such checks prior to making a Booking. Any separate identity check is not a check of professional competence or credentials.

Any reference on the platform to insurance documents having been checked means only that the one-time signup document review has occurred. It does not mean that the Helper is currently insured, professionally vetted or approved.

You should exercise caution and use your independent judgment before engaging a Helper providing Pet Care Services, or otherwise interacting with users via the Handipaws Service. Owners and Helpers are solely responsible for making decisions that are in the best interests of themselves and their pets. For example, each user of the Handipaws Service is responsible for ensuring their pet is up to date with its vetinary and medical requirements (including vaccinations and worming treatment etc.) and we will have no liability for an Owner’s failure to do so. Each Helper shall ensure their insurance requirements and qualifications are being maintained in accordance with the requirements of their individual profession and that this is in place during the time that such Helper is carrying out any Pet Care Services on the Handipaws platform.

A Helper is fully responsible for checking that the vetinary consent form submitted by an Owner contains all information that is required for them to complete a Booking and is responsible for obtaining such vetinary consent where this is required in order for the Helper to provide the relevant Pet Care Service.

2.3 Responsibility for Helper conduct

Subject to section 12 and applicable law, Handipaws is not responsible or liable for a Helper’s acts, omissions, advice, treatment decisions, care plans, handling of dogs, premises, equipment, service delivery, professional performance or failure to maintain insurance or credentials. Claims concerning those matters are between the Owner and the Helper and should be pursued against the responsible Helper or, where appropriate, their insurer.

This allocation of responsibility does not release Handipaws from responsibility for its own acts or omissions where the law imposes liability on Handipaws, and does not remove rights that cannot lawfully be excluded.

2.4 Transactions are between Owners and Helpers

The Handipaws Service may be used to find and offer Pet Care Services and to facilitate payment, but all transactions for Pet Care Services conducted via the Handipaws Service are between Owners and Helpers. The Helper is responsible for agreeing the service scope, assessing suitability, obtaining necessary veterinary referrals or permissions, obtaining informed agreement to treatment, delivering the service and meeting their legal duties. The Owner is responsible for choosing the Helper and providing relevant information and permissions. Handipaws’s administration of a Booking, payment, cancellation or refund does not make Handipaws the supplier of Pet Care Services or responsible for their performance. Section 12 applies to any claim against Handipaws.

2.5 Bookings

Owners and Helpers transact with each other on the Handipaws Service when they both agree to a “booking” that specifies the fees, time period, cancellation policy, and other terms for provision of Pet Care Services via the booking mechanism provided on the Handipaws Service (a “Booking”). A Booking may be initiated by an Owner by selecting the type(s) of Pet Care Services to be provided and then following the prompts that appear on the Handipaws Service.

A contract for Pet Care Services is formed when both parties accept the Booking and the platform issues confirmation. Before the Owner commits to payment, the platform will show the Helper’s contracting identity and contact information, service details, total price including applicable mandatory charges, cancellation terms and relevant consumer-rights information. The confirmation and applicable terms will be provided in a form the Owner can retain, such as email. The Helper must supply accurate information needed for this purpose, including whether they act as a trader. Statutory consumer rights generally apply to purchases from a trader; presenting oneself as a private individual does not determine legal trader status.

2.5.1 Standard Cancellation Policy

The following contractual cancellation policy applies unless the Helper’s alternative lawful policy was clearly disclosed and accepted before the Booking. All cancellation policies are subject to section 2.5.2, statutory rights and the requirement that charges must be fair.

The following standard cancellation policy applies to all Pet Care Services offered through the Handipaws platform*

• Cancellations Made 24+ Hours Before Service: 100% refund of the total booking amount.
• Cancellations Made Within 24 Hours of Service: 50% refund of the total booking amount.
• No-Shows or No Cancellation: No refund will be provided if the Owner fails to show up or does not cancel the booking.
• Extenuating Circumstances: Full or partial refunds may be available in cases of emergency or unforeseen circumstances, subject to review and agreement with the Helper. Documentation may be required to support claims of extenuating circumstances.
• Multi-Day Services: For bookings longer than one day, the cancellation policy applies to the entire booking. For cancellations made 24+ hours before the service start date, a 100% refund will be issued for the entire booking.
• Recurring Services: For recurring bookings, the cancellation policy applies to each individual service date. Owners may cancel future dates in a recurring series with full refund as long as the cancellation is made at least 24 hours before each respective service date.

*Individual Helpers may have their own bespoke cancellation policies which will take precedence over the standard Handipaws cancellation policy in this Section 2.5.1. Owners should carefully review a Helper’s cancellation policy before confirming a booking.

Helper Cancellations: When a Helper cancels a booking, the Owner receives a full refund regardless of when the cancellation occurs. Handipaws reserves the right to charge a Helper a service fee for a cancelled Booking.

Service Modifications: Changes to the time, date, or duration of a booked service are subject to Helper availability and approval. Modifications requested less than 24 hours before the service may be treated as a cancellation and new booking, subject to the standard cancellation policy.

2.5.2 Statutory cancellation rights

Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, an Owner buying services online as a consumer normally has 14 days after the day the service contract is made to cancel without giving a reason. This may apply separately to the Owner–Helper contract and any chargeable Handipaws platform-service contract. Any lawful exception must be identified and explained before the relevant contract is made; a dated Booking alone does not automatically remove cancellation rights for every type of service.

To exercise a statutory cancellation right, an Owner must send a clear statement to the relevant supplier using the contact details in the Booking confirmation. For Handipaws platform services, contact help@handipaws.com.

If you want a service to start during an applicable cancellation period, the relevant supplier must obtain your express request before starting. Where the legal requirements and information duties have been met, you may owe a proportionate amount for services actually supplied before you cancel. You lose the statutory cancellation right after full performance only where the required advance request and acknowledgement of that consequence have been obtained. Accepting these Terms alone does not constitute that request or acknowledgement.

Refunds following statutory cancellation will be made without undue delay and within the applicable statutory deadline, normally within 14 days of notice for service contracts, using the original payment method unless you expressly agree otherwise, without a refund fee. Any lawful deduction for services already supplied will be explained.

2.6 Owners are Solely Responsible for Evaluating Helpers

Before booking, the Owner must independently assess whether the Helper and proposed service are suitable for their dog’s needs. Handipaws does not undertake that assessment on the Owner’s behalf.

For every professional association, accreditation body or regulator that a Helper claims to belong to or be registered with, the Owner is responsible for checking the body’s official register to confirm the Helper’s identity, current membership or registration, membership category and any published restrictions. If there is no accessible register, or the position is unclear, contact the association or regulator directly before booking. Association membership does not necessarily establish a particular qualification, statutory authorisation or suitability for the Owner’s dog.

The Owner should obtain current insurance evidence directly from the Helper and check that the proposed service, dog and relevant needs are covered; seek confirmation from the insurer where necessary. Owners should also request relevant qualifications, experience, licences and veterinary referral requirements directly from the Helper, rather than relying on a profile or signup insurance check.

Owners must disclose relevant health conditions, disability, medication, behavioural history, bite incidents, handling requirements and veterinary instructions accurately and in good time. They must keep vaccinations and other medical precautions appropriate to their dog’s circumstances and applicable legal or service requirements, taking veterinary advice where needed. Helpers remain responsible for their own professional assessment and duties. Nothing in this section transfers Handipaws’s or a Helper’s legal responsibilities to an Owner or removes statutory consumer rights.

2.7 Abandoned Pets; Re-homing

If an Owner does not collect their dog at the agreed time, the Helper must make reasonable attempts to contact the Owner and nominated emergency contact and take lawful, proportionate steps to protect the dog’s welfare. The Helper may seek assistance from a veterinarian, the relevant local authority or an appropriate animal-welfare organisation. These Terms do not authorise transfer of ownership, sale or permanent rehoming without the lawful authority or consent required.

The Owner may be responsible for reasonable, necessary and evidenced additional-care costs, subject to applicable law and the circumstances. Helpers must comply with their continuing legal and welfare duties; Handipaws does not take custody of the dog through this clause.

2.8 Emergencies

When securing a Booking, Owners should give Helpers their contact details, a nominated emergency contact who has agreed to this use of their details, their vet’s details and clear instructions about emergency treatment and costs. Owners and Helpers must agree an appropriate emergency plan before care begins.

If a dog needs urgent care, the Helper should promptly contact a veterinarian or appropriate emergency service, notify the Owner or emergency contact and comply with their professional and animal-welfare duties. Do not delay urgent care while seeking a response from Handipaws.

Handipaws offers administrative support through help@handipaws.com. This support is limited to reasonable assistance with contacting an Owner, nominated emergency contact, Helper or veterinarian, and passing on relevant information lawfully during normal working hours. It does not include diagnosis, clinical advice, deciding on treatment, taking custody of a dog, guaranteeing contact with another person, guaranteeing that a vet is available or arranging or delivering treatment on your behalf. The Owner, Helper and treating veterinarian retain their respective decision-making and legal responsibilities.

If support is unavailable or delayed, contact the relevant veterinarian or emergency service directly. This offer does not include reimbursement of veterinary bills, insurance or a financial guarantee. Responsibility for emergency costs must be agreed between the Owner and Helper and is subject to applicable law. Handipaws will exercise reasonable care and skill in any emergency administrative assistance it agrees to provide.

2.9 Not used

2.10 Google Maps

Where the Handipaws Service uses Google Maps features, the applicable Google Maps or Google Earth terms and Google Privacy Policy apply to those features. Current information is available at https://maps.google.com/help/terms_maps.html and https://policies.google.com/privacy. Google supplies its mapping features; this does not exclude Handipaws’s responsibility for its own integration, representations or data processing where applicable law imposes that responsibility. We may change or discontinue mapping features for operational or legal reasons, subject to accrued contractual and statutory rights.

2A. Handipaws Rewards

The programme is available to Owners with a Handipaws account. Each Owner may have one rewards account, linked to their Handipaws account. Points and credit cannot be transferred between accounts or sold.

2A.1 Earning Paw Points

Owners earn 1 Paw Point for every £1 actually paid towards the Helper’s service price for a Booking through Handipaws.

100 Paw Points can be redeemed for £1 of credit on Handipaws (“Handipaws Credit”) and paid towards an eligible future booking. For example, 50 points have a booking-credit value of 50p, 100 points have a value of £1, and 500 points have a value of £5. You do not have to wait until you have £5 of credit to use your points: each whole point may be redeemed for 1p, subject to section 2A.4.

Paw Points and Handipaws Credit are promotional booking benefits. They cannot be purchased, withdrawn as cash, exchanged for a cash refund or used outside Handipaws. This does not restrict refunds of money you paid or any other statutory rights.

Points are calculated after discounts and Handipaws Credit has been applied. Owners do not earn points on the part paid using Handipaws Credit, on any separate Owner platform fee, or on cancelled, unpaid, fraudulent or fully refunded bookings. Points are not earned on bookings or payments made outside Handipaws.

Ordinary booking points become available after the Booking has been completed and payment has been received. Any points displayed before completion are pending and cannot yet be redeemed.

Only whole points are awarded. The eligible amount paid for each booking is rounded down to the nearest whole pound when calculating points. For example, £40 earns 40 points and £40.75 earns 40 points. Any partial refund will reduce the points to those due on the eligible amount retained.

2A.2 Bonus after Owner completes third booking (first time offer only)

Owners receive 50 bonus Paw Points after the third qualifying completed booking through Handipaws. This bonus is worth 50p of booking credit and is awarded once per Owner.

This bonus is in addition to ordinary points earned on those bookings. A qualifying booking must be a genuine, separate booking for services actually supplied, with some payment made by you after applying discounts or credit. Cancelled, unpaid, fraudulent, fully refunded or entirely credit-funded bookings do not count.

A multi-day booking counts as one booking. For a recurring series, each separately confirmed, paid and completed appointment counts as one booking. Splitting a single service into artificial bookings to obtain a bonus is not permitted.

The bonus becomes available when your third qualifying booking is completed and payment has been received. If a subsequent full refund means you no longer have three qualifying bookings, the unredeemed bonus will be reversed. You can qualify again when you next reach three qualifying bookings, but cannot receive the bonus more than once overall. Partial refunds do not remove a booking from the count if a genuine paid service remains.

2A.3 Launch bonus for first 50 Bookings

The first 50 distinct Owners to confirm and pay for their first Booking through Handipaws from the programme’s launch date receive 50 bonus Paw Points straight away. This bonus is worth 50p of booking credit.

Eligibility is determined by the recorded time at which the first paid Booking is confirmed. If two records have the same displayed time, the underlying payment-confirmation order determines eligibility. There are 50 awards in total and one award per Owner. Creating duplicate accounts does not create additional eligibility.

The launch bonus is added when that booking is confirmed and paid, without waiting for it to be completed. It may be used towards a later eligible Booking, but cannot be applied retrospectively to the booking that earned it.

An ordinary cancellation or refund of the first booking does not remove a legitimately awarded launch bonus. An award obtained through fraud, duplicate accounts or an artificial transaction may be reversed under section 2A.8. A cancelled first booking does not count towards the third-booking bonus or earn ordinary booking points.

The offer ends when all 50 launch bonuses have been allocated. Handipaws will clearly indicate when it has ended. This launch bonus may be combined with ordinary points and the third-booking bonus if you qualify for each.

2A.3A Referral bonus

Every Owner has a personal referral code and link, shown in their Handipaws dashboard. When someone creates a new Handipaws account (as an Owner or as a Helper) using your code or link and then completes their first qualifying Booking through Handipaws, you receive 100 bonus Paw Points. This bonus is worth £1 of booking credit.

The referral code must be entered when the new account is created; it cannot be added afterwards. The referred person must be new to Handipaws. One referral bonus is paid per referred person, however many Bookings they go on to make. You cannot refer yourself, an account you control or a member of your own household.

A qualifying Booking is a confirmed and paid Booking that goes ahead and is not cancelled or refunded in full before the bonus is paid, whether the referred person took part in it as an Owner or as a Helper. The bonus is added 24 hours after that Booking ends, at the same time as ordinary points. If the Booking is later refunded in full, the bonus may be reversed under section 2A.5.

A bonus obtained through fraud, duplicate accounts, an artificial transaction or a Booking arranged only to trigger the bonus may be reversed under section 2A.8. We may change or withdraw the referral offer under section 2A.7; referral bonuses already earned will be honoured.

2A.4 Using Handipaws Credit

You may use up to £5 of Handipaws Credit on each booking with a Helper’s service price of at least £40 before credit is applied. The credit used on a booking also cannot exceed 10% of the Helper’s service price, so up to £4 can be used on a £40 booking and the full £5 from £50.

The £40 minimum applies after any other discount and excludes any separate Owner platform fee. Handipaws Credit reduces the Helper’s service price payable by you; it cannot be used to pay a separate Owner platform fee. Handipaws funds the reward and it does not reduce the Helper’s agreed service payment.

You can choose to redeem less than £5, in whole-point amounts, up to your available balance. Redeeming 100 points deducts £1, and redeeming 500 points deducts £5. Unused points remain in your account subject to the expiry rules below.

The £5 limit applies to the whole booking, including a multi-day booking. For a recurring series, it applies to each separately confirmed and charged booking that meets the £40 minimum. It cannot be increased by applying several rewards to the same booking.

Credit must be selected before you confirm payment. It cannot be applied to an existing paid booking. Credit can be used for any Helper’s service offered through Handipaws that meets these conditions; an offer may exclude combining credit with another promotion only where that restriction is clearly disclosed before you book.

2A.5 Cancellations and refunds

For a fully refunded booking on which you used credit, the redeemed points will be returned to your account, and the money you paid will be refunded as required by the booking terms and applicable law. This applies whether the cancellation was made by you or the Helper. The points are restored as points, rather than paid out in cash.

For a partial refund, the refund will normally be allocated proportionately between the money paid and the credit used, with the corresponding points restored, unless the law requires a different allocation or a more favourable allocation is agreed. Any rounding will be in your favour. We will explain the calculation.

For example, if a £50 service was paid using £45 and £5 credit and qualifies for a 50% refund, the normal allocation is £22.50 returned to the payment method and 250 points restored.

Ordinary points earned on a refunded amount will be removed. The special bonus treatment in sections 2A.2 and 2A.3 also applies. If the relevant points have already been spent, a points adjustment may leave a negative balance; future earnings will first clear it. We will explain any adjustment. You will not be charged money simply to repay a negative points balance arising from a genuine refund, and a points adjustment will not reduce a statutory monetary refund.

Restored points will be available for at least six months from the date they are returned, subject to the expiry provisions in these Terms. A refund alone does not reset the inactivity period for other points already in your account. Where different expiry dates apply, the points due to expire first will be used first.

2A.6 Expiry after inactivity

Your points expire after six consecutive calendar months without qualifying activity on your rewards account.

Qualifying activity means completing a Booking through Handipaws, receiving a legitimate bonus under these Terms, or redeeming points towards a booking that remains confirmed and is not subsequently fully cancelled or refunded. Merely logging in, viewing the website, making an unpaid booking or creating a booking that is later fully cancelled does not count.

The inactivity period starts when your first available points are awarded. Each qualifying activity restarts that period for your existing points.

2A.7 Changes or closure of the programme

We may change the programme for a valid reason, such as legal requirements, prevention of abuse, changes to platform functionality or the commercial sustainability of the scheme. We will explain material changes and normally give at least 30 days’ advance notice by email and through the platform. Where a legal or urgent security requirement prevents that notice, we will give as much notice as reasonably possible.

Changes to the earning rate apply to eligible spending under bookings made after the stated effective date. We will honour the earning rate and bonus offer applicable when an existing booking was made, provided its qualifying conditions are met.

We will not retrospectively reduce the credit value of points already earned or apply a new minimum spend, redemption restriction or shorter expiry period to those points without your agreement. If a change to future rewards makes different treatment necessary, we will identify the affected balances and preserve the applicable rights to existing points.

If we decide to close the programme, we will try to give at least 90 days’ notice and an opportunity to redeem existing valid points under their applicable rules. Points otherwise due to expire during that closure period will remain available until its end. If giving that opportunity becomes legally or practically impossible, we will address outstanding benefits fairly, including an equivalent alternative where appropriate, subject to applicable law.

Nothing in this section permits Handipaws to disregard rewards already promised, remove accrued rights unfairly or override statutory rights. We will provide the applicable rules and notice if the programme changes.

2A.8 Errors and misuse

You must not use duplicate accounts, false bookings, collusive transactions or other dishonest conduct to obtain points or credit. Ordinary genuine bookings within a household are not automatically treated as fraudulent merely because the participants know each other; transactions must nevertheless reflect real services and genuine payments.

We may correct a demonstrable points-calculation error or reverse points obtained through misuse. Where we reasonably suspect misuse, we may temporarily restrict redemption while we investigate. Action will be proportionate, and we will explain the basis and allow you to request review, unless doing so would unlawfully disclose information or compromise an investigation.

We will not remove legitimate, unrelated points simply because an error or suspected misuse affects another transaction. Where Handipaws made an error on which you reasonably relied, we will consider that reliance and applicable consumer law before making an adjustment.

2A.9 Account closure and access problems

Before voluntarily closing your account, you may redeem valid points in accordance with these terms. Points cannot normally be used after the account has been closed. We will clearly explain the effect on your balance before you confirm closure.

If Handipaws closes an account for reasons unrelated to rewards misuse, we will address valid remaining points fairly, including a reasonable opportunity to redeem them where lawful and practicable. Account suspension does not automatically cancel your points. Expiry will be extended where our unjustified restriction or a relevant platform failure prevented reasonable redemption.

2A.10 Questions and legal rights

For questions, missing points, refund adjustments or complaints about the programme, contact help@handipaws.com with your account and booking details. Do not send payment-card details or passwords. We will investigate and explain the outcome, with information about any applicable dispute-resolution arrangement where required.

Rewards-related marketing requires any consent or other legal basis applicable to that communication; joining the programme is not blanket marketing consent.

The governing-law and consumer-jurisdiction provisions in the Terms also apply to this programme. Nothing in these rewards terms restricts rights or liabilities that cannot lawfully be excluded. Where there is a conflict about rewards, these specific rewards terms take precedence over a general rewards statement in the main Terms, subject always to applicable law.

3. Certification of Compliance with Applicable Law

By accessing and using the Handipaws Service, you certify that you are at least 18 years old and will comply with all laws and regulations applicable to your activities conducted through, or related to, the Handipaws Service.

Owners must comply with applicable dog identification, vaccination, microchipping, animal-welfare and other ownership requirements, including any insurance obligations that apply to their particular dog. There is no statement here that every dog owner must hold pet insurance.

For Helpers, this means, among other things, that you certify that you are legally eligible to provide Pet Care Services in the jurisdiction where you provide Pet Care Services; that you have complied and will comply with all laws and regulations that are applicable to you; that you have obtained all business licenses, insurances, business tax registrations, trade licenses, and permits necessary to provide Pet Care Services legally; and that, when providing Pet Care Services, you will comply with all applicable laws and regulations.

Handipaws does not verify these credentials or licences. The Helper’s duty to comply and the Owner’s checks under section 2.6 do not displace Handipaws’s own legal obligations, including action it is required to take on learning of unlawful conduct.

4. Use of the Handipaws Service; Suspension

4.1 Your Conduct on the Handipaws Service

When you use the Handipaws Service, you agree:

• To use the Handipaws Service only in a lawful manner and only for its intended purposes.
• To use the platform only for dogs and services that can lawfully and safely be provided. You must disclose any history of aggression or attacks and any legal restrictions before booking. A Helper must not accept a dog or service they cannot lawfully or safely manage.
• Not to use the Handipaws Service to arrange for the care of: (a) exotic or inherently dangerous pets such as venomous snakes or constrictors, primates, wolves or wolf hybrids, non-domesticated cats, alligators, horses or other livestock; (b) any animal whose ownership or third-party care is prohibited under applicable law; or (c) any animal that has a history of, or which has been trained for, attacks on pets or people.
• Not to use the Handipaws Service, or engage with other users of the Handipaws Service, for purposes that violate the law.
• Not to use the Handipaws Service to arrange for the provision and purchase of services with another user, then complete transactions for those services outside of the Handipaws Service.
• Not to use the Handipaws Service for purposes of competing with Handipaws or to promote other products or services.
• Not to post reviews that aren’t based on your personal experience, that are intentionally inaccurate or misleading, or that violate these Terms. You must not submit, commission or facilitate fake reviews or conceal any incentive given for a review. Any permitted incentive must be disclosed and must not depend on a positive review.
• Not to post content or materials that are pornographic, threatening, harassing, abusive, or defamatory, or that contain nudity or graphic violence, incite violence, violate intellectual property rights, or violate the law or the legal rights (for example, privacy rights) of others.
• Not to post “spam” or other unauthorized commercial communications.
• To use the Handipaws Service only for your own purposes, and not to impersonate any other person.
• Not to transfer or authorize the use of your account for the Handipaws Service by any other person, or to engage in fraudulent transactions.
• Not to use any promotional credits or rewards in a manner inconsistent with the spirit and purpose of the program including, without limitation, using promotional credits or rewards to create Bookings within the same household or with someone with whom you share a pet. Any rewards programme is subject to separate, clearly disclosed rules about earning, redemption, expiry and cancellation.
• Not to provide false information in your profile on, or registration for, the Handipaws Service, or to create multiple or duplicate accounts.
• Not to interfere with our provision of, or any other user’s use of, the Handipaws Service.
• Not to solicit another user’s username or password for the Handipaws Service or any other sensitive personal information, including bank details.
• Not to make misleading claims about insurance, qualifications, membership or service outcomes, or misuse professional titles, trust marks or association logos.

4.2 Suspension and Termination

We may restrict, suspend or terminate an account where we reasonably believe there has been a material breach, fraud, unlawful activity or a safety or security risk, or where required by law. Action will be proportionate to the circumstances. We may act immediately where necessary to protect users, dogs, the platform or the public.

Where lawful and appropriate, we will explain the reason, give an opportunity to correct a remediable breach and allow you to request review at help@handipaws.com. We may withhold details where disclosure would compromise an investigation, security or another person’s rights. Suspension does not remove accrued payment or refund rights. We will explain how affected Bookings will be dealt with.

We may discontinue services or territories for a valid operational or legal reason, giving reasonable notice where practicable and addressing existing Bookings and prepaid services fairly. You may close your account, subject to completing or lawfully cancelling existing commitments.

4.3 Protection from Illegal Content

Handipaws takes measures to promote a safe online environment. These measures include, but are not limited to, protecting users from illegal content by (a) prohibiting the use of the Handipaws Service to post or send illegal content in these Terms of Service (see Section 4.1); (b) providing a feature that allows users to block or report profiles and conversations with other users, which we will review; (c) prohibiting and removing, if reported to us, reviews that violate the law or which we believe to have been faked or manipulated; and (d) providing a mechanism for users to report and for Handipaws to investigate and (if appropriate) remove content that is illegal or that violates our Terms of Use.

Users may report illegal content, misleading profiles, unsafe conduct or suspected fake reviews through available reporting functions or by emailing help@handipaws.com. Include enough information to identify the material and explain the concern. We will assess reports and take appropriate action, including removal, restriction, account action or reporting to an authority where required. You may use the same contact route to complain about our handling of a report or request review of a moderation decision.

We will take reasonable and proportionate steps required by law to prevent and remove fake reviews, undisclosed incentivised reviews and misleading review information. We will not suppress a review simply because it is negative. Reviews are users’ opinions and do not constitute a Handipaws guarantee of competence or performance.

Where the Online Safety Act 2023 applies to the service, Handipaws will fulfil the duties applicable to its actual features and risks, including relevant assessments, safety measures, reporting and complaints procedures and record keeping. Our 18-plus rule does not replace any required children’s access assessment or other statutory duty.

5. Registration; Account Security

In order to use some aspects of the Handipaws Service, you will be required to create a username, password, and user profile. If you elect to use the Handipaws Service, you agree to provide accurate information about yourself and keep this information up-to-date. You agree not to impersonate anyone else and not to maintain more than one account (or, if Handipaws suspends or terminates your account, not to create additional accounts). You are responsible for maintaining the confidentiality of your password and account. You agree not to disclose your password to any third party, and to immediately notify Handipaws if your password is lost, stolen, disclosed, or compromised. You agree that you are personally responsible for all activities that occur under your account. Handipaws will not be liable for any loss or damage arising from your failure to protect your password or account information.

6. Privacy

Our collection and use of your personal information on the Handipaws Service is described in our Privacy Statement.

We will process personal information in accordance with applicable UK data-protection law, including the UK GDPR, Data Protection Act 2018 and relevant amendments made by the Data (Use and Access) Act 2025, and applicable electronic-communications privacy requirements. Accepting these Terms does not constitute blanket consent to data processing or marketing.

The Privacy Statement explains controller identities and contact details, purposes and lawful bases, the information collected, recipients and service providers, international transfers and safeguards, retention periods or criteria, individual rights and how to complain. It will also explain relevant identity-verification and automated processing. We will identify and satisfy any additional legal condition required for special-category information, such as biometric data used for unique identification or an Owner’s human health information. A dog’s medical information is not itself human health data, although associated records may include personal information.

Private messages, insurance documents, identity documents and other non-public records will not be made public or used for marketing under the user-content licence in section 8.3. Information may be shared with a Helper, Owner or service provider where necessary and lawful for the purposes explained in the Privacy Statement. Helpers must meet their own data-protection duties when using Owner information.

You may raise a data-protection concern or complaint at help@handipaws.com. We will acknowledge complaints within 30 days, investigate appropriately, keep you informed and communicate the outcome without undue delay. You may also complain to the Information Commissioner’s Office at https://ico.org.uk/make-a-complaint/. Nothing here restricts your data-protection rights or remedies.

7. Fees and Payments

7.1 Fee Structure

Handipaws charges fees for the use of the Handipaws Service. All fees are in Great British Pounds (GBP). Applicable taxes and mandatory charges will be included in the total price where required.

7.2 Helpers Fees

Helpers take home 90% of their earnings from each booking. Handipaws retains 10% of the booking amount as a service fee from Helpers. This fee supports platform operation, booking administration, the limited emergency administrative support in section 2.8 and technical maintenance. The fee basis, applicable VAT treatment and treatment of refunds will be disclosed before a Helper accepts a Booking. Any separately agreed processing charge must be disclosed in advance.

7.3 Owners Fees

Where an Owner service fee applies, its amount or calculation will be disclosed as part of the total price wherever required by law, including relevant listings and before payment. A mandatory fee will not first appear only at checkout. A price breakdown may show the Helper’s fee and the Owner service fee separately, alongside the total payable.

Any Owner service fee is refunded in full if the Helper cancels or if the Booking qualifies for a full refund. For other Owner cancellations, any retention must be clearly disclosed, lawful and fair, and remains subject to statutory cancellation rights. If no Owner service fee applies, no such fee will be charged. Changes to dates or service scope and any resulting fee change require agreement.

7.4 Payment Processing

All payments are processed through the payment processor identified during the payment process, subject to applicable payment terms. When you provide your payment information, you represent and warrant that you are authorized to use the designated payment method. You agree to pay the amounts clearly shown for Bookings you authorise. The payment arrangements do not change the identity of the Helper as supplier of Pet Care Services. Handipaws remains responsible for any payment-related obligations imposed on it by law.

Helpers authorise deductions of the agreed Handipaws commission and refunds lawfully due under the Booking and these Terms, using the payment processor’s applicable arrangements. Those arrangements and any payout conditions must be disclosed before the Helper accepts paid Bookings. Statutory refund obligations are not conditional on a Helper approving them.

7.5 Booking Modifications and Cancellations

Owners and Helpers must use the platform to request modifications or contractual cancellations so that there is a record. If it is unavailable, contact the Helper and help@handipaws.com promptly. This procedure does not restrict a statutory right to cancel by a clear statement to the relevant supplier. Refunds will follow the lawful policy agreed before booking and any overriding statutory entitlement. Handipaws may help administer a refund without taking responsibility for the Helper’s service performance.

7.6 No Communication Outside the Platform

To ensure the safety and security of all users, all communications regarding bookings, payments, and services should remain within the Handipaws platform. Users should not arrange for services or payments outside of the Handipaws Service. Doing so violates these Terms and may result in suspension or termination of your account. This does not prevent necessary direct communication to check credentials, confirm insurance, provide care, contact a vet, manage an emergency, exercise legal rights or raise a complaint. Emergency care must not be delayed to comply with a messaging rule. Do not move a platform-arranged transaction off platform to avoid the agreed fees. Proportionate account action under section 4.2 may follow a breach.

8. Intellectual Property and Copyright

8.1 Website Content Ownership

All content on the Handipaws Service, including but not limited to text, graphics, logos, images, audio clips, video clips, data compilations, software, and the Handipaws name and logo, is the property of Handipaws or its content suppliers and is protected by United Kingdom copyright laws. The compilation of all content on this site is the exclusive property of Handipaws and protected by UK copyright laws. This does not transfer ownership of user content to Handipaws.

8.2 Trademark Protection

The Handipaws name, logo, and all related names, logos, product and service names, designs, and slogans are trademarks of Handipaws or its affiliates or licensors. You must not use such marks without our prior written permission. All other names, logos, product and service names, designs, and slogans on this Handipaws Service are the trademarks of their respective owners. References to trademarks do not assert that a mark is registered unless it is.

8.3 User-Generated Content License

You retain ownership of content you submit. For content you choose to publish, such as public profiles, photos and reviews, you grant Handipaws a non-exclusive, royalty-free licence to host, reproduce, format and display it to operate the platform. We may permit necessary service providers to perform those activities on our behalf. This licence does not permit sale of your content or unrelated commercial use.

Private messages, insurance documents, identity documents and verification records are excluded from this public-content licence. Their use is governed by data-protection law and the Privacy Statement. Using identifiable user content in separate advertising or promotional campaigns requires any separate permission or lawful basis needed; accepting these Terms is not marketing consent.

The operational licence ends when the content is deleted, except for necessary backup cycles, lawful record retention and records needed for existing Bookings, disputes or legal obligations, as explained in the Privacy Statement.

8.4 Identity Verification Documents

Where Handipaws or its verification provider requests identity documents, we will explain beforehand what is collected, who processes it, why, how long it is retained and whether automated or biometric verification is used. These documents are not public profile content and will not be used for marketing. An identity check does not verify insurance, qualifications, professional membership or competence.

We will use automated or biometric verification only after establishing the required lawful basis, any applicable special-category condition, safeguards and impact assessment. Where explicit consent is the chosen condition, it must be separately obtained and valid; acceptance of these Terms alone is insufficient. Any significant solely automated decision will be subject to the applicable legal safeguards, including information and a means to seek human intervention and challenge the decision.

8.5 Content Restrictions

You may not use, copy, reproduce, republish, upload, post, transmit, distribute, or modify Handipaws content in any way, including in advertising or other promotional materials, without our prior written consent. You may not add, delete, distort, or otherwise modify the content. Any unauthorised use is prohibited and may violate UK copyright, trademark, and other laws.

8.6 User Content Responsibility

You are solely responsible for the content you upload, post, or submit to the Handipaws Service. You represent and warrant that: (a) you own the content or have the necessary licenses, rights, consents, and permissions to grant the rights granted herein; (b) your content does not and will not infringe, violate, or misappropriate the rights of any third party; and (c) your content complies with these Terms and all applicable UK laws.

8.7 Copyright Infringement Claims

If you believe that your copyright has been infringed on the Handipaws Service, please notify us immediately by sending a written notice to help@handipaws.com with the following information: (a) identification of the copyrighted work claimed to have been infringed; (b) identification of the allegedly infringing material; (c) your contact information; (d) a statement of good faith belief that the use is not authorised; and (e) a statement that the information is accurate and that you are authorised to act on behalf of the copyright owner.

9. Governing Law and Dispute Resolution

For users in the United Kingdom, the laws of England shall govern these Terms, except that certain mandatory applicable laws of your country will apply for your benefit and protection in addition to or instead of certain provisions of English law. Any dispute arising in connection with these Terms or the Handipaws Service must be resolved by the English courts or the courts in your country if you live in a different part of the UK.

For a complaint about Pet Care Services, contact the Helper using their disclosed contact details. You may also report the issue to Handipaws for booking administration, profile concerns or safety action. For a complaint about Handipaws, contact help@handipaws.com with relevant details. We will consider the complaint and communicate our response. Neither route prevents you from exercising legal rights or contacting a regulator or professional body.

10. Force Majeure

The Handipaws Service may experience delays or failures to perform due to causes beyond reasonable control, including, but not limited to, acts of God, natural disasters, earthquakes, hurricanes, wildfires, floods, war, terrorism, riots, embargoes, fires, accidents, pandemics, disease, strikes, or other similar disasters. In such events, the cancellation policies described in 2.5.1 may not apply, and refunds may be issued under terms that vary from a Helper’s selected cancellation policy.

11. Miscellaneous

Nothing in these Terms should be construed as creating a partnership, joint venture, agency, or employer-employee relationship between users of the Handipaws Service. These Terms are non-exclusive and do not prohibit Helpers from offering Pet Care Services via other means or third parties subject to the rule against moving platform-arranged transactions off platform to avoid fees.

. The invalidity, illegality or unenforceability of any term or provision of these Terms will in no way affect the validity, legality or enforceability of any other term or provision of these Terms. In the event a term or provision is determined to be invalid or unenforceable, it shall be replaced with a term or provision that is valid and enforceable and that comes closest to expressing the original intention, and these Terms will be enforceable as so modified. To the maximum extent possible under applicable law, this Agreement will be binding on users of the Handipaws Service. These Terms will continue to apply even after you stop using the Handipaws Service.

12. Responsibility and Liability

12.1 Helper services

The Helper is the supplier of Pet Care Services and is responsible for their professional performance, service process and compliance. Subject to section 12.3, Handipaws does not assume contractual responsibility for the Helper’s obligations or liability merely because it lists the Helper, reviews signup insurance documents, facilitates communication, confirms a Booking or administers payment.

To the extent permitted by law, Handipaws is not liable for loss caused by an independent Helper’s acts or omissions in supplying Pet Care Services, including harm to or death of a dog, failed treatment outcomes, inadequate service, inaccurate credential claims or inadequate insurance, where that loss is not attributable to Handipaws’s own breach, negligence or other legally actionable conduct. The Owner’s rights against the Helper are unaffected.

12.2 Handipaws Services

Handipaws is responsible for the platform and administrative services it agrees to supply and will perform them with reasonable care and skill. If Handipaws breaches its obligations, its responsibility is determined by applicable law. For consumers, liability for loss arising from breach is assessed by the applicable rules on causation and foreseeability. For consumer use of the platform, Handipaws does not accept responsibility for business losses such as lost business profits or business opportunities, to the extent that exclusion is lawful and fair.

12.3 Liabilities and rights that cannot be excluded

Nothing in these Terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted. Nothing removes statutory consumer rights, remedies for services not supplied with reasonable care and skill, applicable payment or refund rights, or data-protection rights and remedies.