TERMS AND CONDITIONS

Last updated: March 27, 2026

AGREEMENT TO OUR LEGAL TERMS

We are PawsPet Srl. (‘Company’, ‘we’, ‘us’, or ‘our’), a company registered in Italy at __________, Riccò del Golfo di Spezia, La Spezia 19020, registered with the Camera di Commercio della Spezia.

We operate the website https://www.pawspet.it (the ‘Site’), the mobile application PawsPet (the ‘App’), as well as any other related products and services that refer or link to these legal terms (the ‘Legal Terms’) (collectively, the ‘Services’).

PawsPet is a pet management and marketplace platform that connects pet owners (‘Customers’) with service providers and product sellers (‘Merchants’). Through our Services, Customers can manage their pets’ information, discover, book, and pay for pet-related services and products offered by Merchants. PawsPet acts as an intermediary and is not itself the provider of the services or products offered by Merchants on the platform.

You can contact us by email at info@pawspet.it or by mail to __________, Riccò del Golfo di Spezia, La Spezia 19020, Italy.

These Legal Terms constitute a legally binding agreement made between you, whether personally or on behalf of an entity (‘you’), and PawsPet Srl., concerning your access to and use of the Services. You agree that by accessing the Services, you have read, understood, and agreed to be bound by all of these Legal Terms. IF YOU DO NOT AGREE WITH ALL OF THESE LEGAL TERMS, THEN YOU ARE EXPRESSLY PROHIBITED FROM USING THE SERVICES AND YOU MUST DISCONTINUE USE IMMEDIATELY.

We will provide you with prior notice of any scheduled changes to the Services you are using. For Merchants, we will provide at least 15 days’ prior notice of any material changes to these Legal Terms, in accordance with Regulation (EU) 2019/1150 (Platform-to-Business Regulation). The modified Legal Terms will become effective upon posting or notifying you by email. By continuing to use the Services after the effective date of any changes, you agree to be bound by the modified terms.

All users who are minors in the jurisdiction in which they reside (generally under the age of 18) must have the permission of, and be directly supervised by, their parent or guardian to use the Services. Users under the age of 14 are not permitted to create an account. Users under the age of 18 may not engage in marketplace transactions (purchasing or selling services or products) without parental or guardian consent.

We recommend that you print a copy of these Legal Terms for your records.

TABLE OF CONTENTS

  • 1. DEFINITIONS
  • 2. ABOUT OUR SERVICES
  • 3. ROLE OF PAWSPET AS INTERMEDIARY
  • 4. ELIGIBILITY AND USER ACCOUNTS
  • 5. MERCHANT ACCOUNTS AND OBLIGATIONS
  • 6. MARKETPLACE TRANSACTIONS
  • 7. FEES, COMMISSIONS, AND PRICING
  • 8. PAYMENT PROCESSING AND ESCROW
  • 9. ORDER COMPLETION AND FUND RELEASE
  • 10. TRANSACTION DISPUTES AND SATISFACTION GUARANTEE
  • 11. CONSUMER RIGHT OF WITHDRAWAL
  • 12. INTELLECTUAL PROPERTY RIGHTS
  • 13. USER CONTENT AND CONTRIBUTIONS
  • 14. PROHIBITED ACTIVITIES
  • 15. CONTENT MODERATION AND DSA COMPLIANCE
  • 16. NOTICE AND ACTION MECHANISM
  • 17. REVIEWS AND RATINGS
  • 18. MOBILE APPLICATION LICENCE
  • 19. THIRD-PARTY WEBSITES AND CONTENT
  • 20. PRIVACY AND DATA PROTECTION
  • 21. INTERNATIONAL DATA TRANSFERS
  • 22. DISCLAIMER OF WARRANTIES
  • 23. LIMITATION OF LIABILITY
  • 24. INDEMNIFICATION
  • 25. GOVERNING LAW AND JURISDICTION
  • 26. DISPUTE RESOLUTION
  • 27. ELECTRONIC COMMUNICATIONS
  • 28. ADDITIONAL PROVISIONS FOR EU CONSUMERS
  • 29. ADDITIONAL PROVISIONS FOR UK USERS
  • 30. CALIFORNIA USERS AND RESIDENTS (CCPA/CPRA)
  • 31. CANADIAN USERS
  • 32. FUTURE SUBSCRIPTION SERVICES
  • 33. MODIFICATIONS TO THESE TERMS
  • 34. SEVERABILITY AND MISCELLANEOUS
  • 35. CONTACT US

1. DEFINITIONS

In these Legal Terms, the following definitions apply:

  • ‘Customer’ means any registered user who uses the Services to manage pet information, browse, book, or purchase services or products offered by Merchants through the platform.
  • ‘Merchant’ (also referred to as ‘Service Provider’ or ‘Seller’) means any registered user who has created and verified a merchant profile on the platform and offers pet-related services or products to Customers.
  • ‘Transaction’ means any booking of a service or purchase of a product made by a Customer from a Merchant through the platform.
  • ‘Commission’ means the percentage fee retained by PawsPet from each completed Transaction, as described in Section 7.
  • ‘Service Fee’ means the fixed fee charged to Customers for each Transaction, as described in Section 7.
  • ‘Escrow’ means the holding of Transaction funds by PawsPet (through our payment processor) pending order completion and satisfaction of release conditions.
  • ‘Listing’ means any service offering, product listing, or advertisement published by a Merchant on the platform.
  • ‘Content’ means all text, images, photographs, videos, descriptions, prices, and other materials published on or through the Services.
  • ‘Contributions’ means any content, including reviews, messages, photos, videos, and descriptions, that users create, submit, or publish through the Services.

2. ABOUT OUR SERVICES

PawsPet provides a platform that serves two primary purposes:

  • Pet Management: All registered users can use the platform to manage information about their pets, including health records, reminders, and other pet-related data.
  • Marketplace: The platform operates as a marketplace where Merchants can list and offer pet-related services (such as grooming, pet sitting, dog walking, veterinary services, training, and similar activities) and products (such as pet food, accessories, and supplies). Customers can browse, book, and purchase these services and products.

PawsPet may also directly sell certain products through the marketplace. In such cases, PawsPet acts as the direct seller and is subject to applicable consumer protection laws regarding those specific sales.

The information provided when using the Services is not intended for distribution to or use by any person or entity in any jurisdiction or country where such distribution or use would be contrary to law or regulation or which would subject us to any registration requirement within such jurisdiction or country.

3. ROLE OF PAWSPET AS INTERMEDIARY

PawsPet acts solely as an intermediary between Customers and Merchants. Except where PawsPet is identified as the direct seller of a product, please note:

  • PawsPet does not provide, perform, or deliver any of the services or products offered by Merchants on the platform.
  • Any contract for the provision of services or sale of products is formed directly between the Customer and the Merchant. PawsPet is not a party to such contract.
  • PawsPet does not guarantee the quality, safety, legality, or availability of any services or products offered by Merchants.
  • PawsPet does not verify, endorse, or certify the professional qualifications, licences, or insurance of Merchants, except for identity verification of fiscal code and VAT number (P.IVA) conducted through our payment processor.
  • Merchants are solely responsible for the accuracy of their Listings, the quality and safety of their services and products, compliance with applicable laws and regulations (including professional licensing requirements), and any damage or harm arising from their services or products.
  • PawsPet facilitates payment processing between Customers and Merchants, holding Transaction funds in escrow as described in Section 8.

By using the marketplace features of the Services, you acknowledge and accept that PawsPet’s role is limited to providing the platform and facilitating Transactions, and that PawsPet bears no liability for the acts or omissions of Merchants or Customers, except as expressly stated in these Legal Terms.

4. ELIGIBILITY AND USER ACCOUNTS

Eligibility

To create an account and use the Services, you must:

  • Be at least 14 years of age (or the minimum age for data processing consent in your jurisdiction, if higher);
  • Be at least 18 years of age (or the age of majority in your jurisdiction) to engage in marketplace Transactions as a Customer or to create a Merchant account;
  • If you are between 14 and 18 years of age, you may use the pet management features only, with verifiable parental or guardian consent;
  • Have the legal capacity to enter into a binding agreement.

Account Registration

You may be required to register to use the Services. By registering, you represent and warrant that: (1) all registration information you submit is true, accurate, current, and complete; (2) you will maintain the accuracy of such information and promptly update it as necessary; (3) you have the legal capacity and agree to comply with these Legal Terms; (4) you will not access the Services through automated or non-human means; (5) you will not use the Services for any illegal or unauthorised purpose; and (6) your use of the Services will not violate any applicable law or regulation.

Account Security

You agree to keep your password confidential and will be responsible for all use of your account and password. You must immediately notify us of any unauthorised use of your account. We reserve the right to remove, reclaim, or change a username you select if we determine, in our sole discretion, that such username is inappropriate, obscene, or otherwise objectionable.

If you provide any information that is untrue, inaccurate, not current, or incomplete, we have the right to suspend or terminate your account and refuse any and all current or future use of the Services (or any portion thereof).

5. MERCHANT ACCOUNTS AND OBLIGATIONS

Merchant Registration

Any registered user may apply to become a Merchant by creating a merchant profile through the platform. Merchant verification is conducted through our payment processor, Stripe, and includes verification of fiscal code (codice fiscale) and/or VAT number (Partita IVA) as applicable. Approval of a merchant account is at PawsPet’s discretion.

Merchant Obligations

As a Merchant, you agree to:

  • Provide truthful, accurate, and complete information in your merchant profile and Listings, including descriptions, pricing, availability, and any applicable terms or restrictions;
  • Hold all necessary licences, permits, certifications, and insurance required by applicable law to offer the services or sell the products listed on the platform;
  • Comply with all applicable local, national, and international laws and regulations, including consumer protection, tax, and professional licensing laws;
  • Fulfil all orders and bookings accepted through the platform in a timely and professional manner;
  • Promptly communicate with Customers regarding their orders and bookings;
  • Mark orders as completed only when the service has been fully performed or the product has been delivered or shipped;
  • Maintain adequate liability insurance for the services you provide, where required by law;
  • Be solely responsible for any damage, injury, or loss caused to Customers, their pets, or third parties arising from the services or products you provide;
  • Comply with all applicable tax obligations, including issuing invoices and collecting VAT where required.

Merchant Ranking and Visibility

In accordance with Regulation (EU) 2019/1150 (Platform-to-Business Regulation), we inform Merchants that the main parameters determining the ranking of Listings on the platform include: geographical proximity to the Customer, average review rating, number of completed Transactions, response time, and listing completeness. PawsPet does not offer paid ranking advantages. These parameters may be updated from time to time, and Merchants will be notified of any material changes.

Restriction, Suspension, and Termination of Merchant Accounts

PawsPet may restrict, suspend, or terminate a Merchant account for the following reasons: (a) breach of these Legal Terms; (b) repeated negative reviews or Customer complaints; (c) failure to fulfil orders; (d) provision of fraudulent or misleading information; (e) violation of applicable laws; or (f) any other conduct that PawsPet reasonably considers harmful to the platform or its users.

Prior to any restriction, suspension, or termination (except in cases of urgency or legal obligation), PawsPet will provide the Merchant with a statement of reasons and an opportunity to respond through the internal complaint handling mechanism described below.

Internal Complaint Handling for Merchants

In accordance with Regulation (EU) 2019/1150, Merchants may submit complaints regarding any of the following: (a) alleged non-compliance by PawsPet with obligations under the P2B Regulation; (b) technological issues directly relating to the provision of the Services that affect the Merchant; (c) measures taken by PawsPet that affect the Merchant. Complaints may be submitted to info@pawspet.it. PawsPet will endeavour to resolve complaints within a reasonable timeframe.

6. MARKETPLACE TRANSACTIONS

Booking Services

When a Customer books a service through the platform, a contract for that service is formed directly between the Customer and the Merchant. PawsPet facilitates the booking and processes the payment, but is not a party to the service contract.

Purchasing Products

When a Customer purchases a product through the platform from a Merchant, a contract of sale is formed directly between the Customer and the Merchant. When a Customer purchases a product directly sold by PawsPet, the contract of sale is between the Customer and PawsPet Srl.

Customer Obligations

As a Customer engaging in marketplace Transactions, you agree to:

  • Provide accurate information when placing orders or bookings;
  • Make timely payment for all Transactions;
  • Communicate promptly with Merchants regarding any issues with orders or bookings;
  • Not misuse the dispute or refund processes;
  • Treat Merchants and their staff with respect.

7. FEES, COMMISSIONS, AND PRICING

Customer Service Fee

For each Transaction, a service fee of €1.00 (one Euro) is charged to the Customer. This fee is added to the price set by the Merchant and is displayed to the Customer before payment confirmation. For Transactions in currencies other than Euro, the equivalent amount will be applied based on the prevailing exchange rate at the time of the Transaction.

Merchant Commission

PawsPet retains a commission of 10% (ten percent) of the total Transaction amount (excluding the Customer Service Fee) from each completed Transaction. The commission is deducted at the time of fund release to the Merchant.

Invoicing

At the end of each calendar month, PawsPet will issue an invoice to each Merchant detailing the total commissions retained during that month. Invoices will be sent electronically via the Sistema di Interscambio (SDI) for Italian Merchants, or by email for international Merchants.

Pricing by Merchants

Merchants are solely responsible for setting the prices of their services and products. PawsPet does not control or influence the prices set by Merchants. All prices displayed on the platform are set by the respective Merchants and are inclusive of applicable taxes unless otherwise stated by the Merchant. Merchants are responsible for compliance with applicable pricing and consumer protection laws.

Payment Methods

We accept the following forms of payment through our payment processor, Stripe:

  • Visa
  • Mastercard
  • American Express
  • PayPal (where available)
  • Other payment methods as supported by Stripe in your region.

Transactions are processed in Euro (€), US Dollar ($), British Pound (£), or other currencies as made available on the platform. Currency availability may vary by region.

8. PAYMENT PROCESSING AND ESCROW

All marketplace payments are processed through Stripe, Inc. and its Stripe Connect service. By using the marketplace features of the Services, you agree to be bound by Stripe’s Terms of Service and Privacy Policy.

When a Customer completes a Transaction, the full payment amount (including the Customer Service Fee) is collected by Stripe and held on behalf of PawsPet. These funds are held in escrow until the conditions for fund release are met, as described in Section 9.

PawsPet does not store credit card or debit card numbers directly. All payment card data is processed and stored securely by Stripe in accordance with PCI DSS standards.

9. ORDER COMPLETION AND FUND RELEASE

For Services

Funds are released to the Merchant after all of the following conditions are met:

  • The Merchant has marked the order as completed;
  • A period of 14 (fourteen) calendar days has elapsed since the order was marked as completed (the ‘Dispute Window’);
  • No dispute has been opened by the Customer during the Dispute Window.

For Products

Funds are released to the Merchant after all of the following conditions are met:

  • The Merchant has marked the order as shipped or delivered;
  • A period of 14 (fourteen) calendar days has elapsed since the order was marked as delivered, or 30 (thirty) calendar days since the order was marked as shipped (whichever comes first);
  • No dispute has been opened by the Customer during the applicable Dispute Window.

Fund Release Amount

Upon fund release, the Merchant receives the Transaction amount minus the 10% Commission. The Customer Service Fee of €1.00 is retained by PawsPet separately.

If a dispute is opened during the Dispute Window, funds will remain in escrow until the dispute is resolved in accordance with Section 10.

10. TRANSACTION DISPUTES AND SATISFACTION GUARANTEE

Our Commitment

PawsPet offers a satisfaction guarantee on marketplace Transactions. If you experience a problem with a Transaction, our team will work with both the Customer and the Merchant to seek a fair resolution.

Opening a Dispute

Either the Customer or the Merchant may open a dispute within the Dispute Window by contacting PawsPet support via the in-app support feature, or by emailing info@pawspet.it. The dispute must include: (a) the order or booking reference number; (b) a clear description of the issue; and (c) any supporting evidence (photos, messages, etc.).

Dispute Resolution Process

Upon receiving a dispute, PawsPet will:

  • Acknowledge receipt of the dispute within a reasonable timeframe;
  • Contact both parties to gather information and supporting evidence;
  • Review the dispute based on the information provided, the nature of the Transaction, the conduct of both parties, the evidence submitted, and any applicable platform policies;
  • Communicate the decision to both parties.

Possible Outcomes

PawsPet may, at its sole discretion, determine one of the following outcomes:

  • Full refund to the Customer (funds returned from escrow);
  • Partial refund to the Customer (a portion of funds returned, remainder released to Merchant);
  • No refund (funds released to Merchant per standard process);
  • Other resolution as deemed appropriate by PawsPet given the circumstances.

Finality of Decisions

PawsPet’s decision on disputes is final within the scope of the platform’s dispute resolution process. Both parties agree to accept PawsPet’s decision regarding the Transaction funds held in escrow. This dispute resolution process does not limit or waive either party’s right to seek remedies through applicable consumer protection authorities, alternative dispute resolution mechanisms, or courts of competent jurisdiction.

Abuse of Dispute Process

Users who repeatedly open fraudulent or abusive disputes may have their accounts suspended or terminated. PawsPet reserves the right to take into account a user’s dispute history when evaluating new disputes.

11. CONSUMER RIGHT OF WITHDRAWAL

Applicability

If you are a consumer within the European Union or United Kingdom, you have a right of withdrawal under Directive 2011/83/EU (and its national implementations) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, respectively.

Products (Physical Goods)

For products purchased through the marketplace, you have the right to withdraw from the purchase contract within 14 (fourteen) days from the day on which you (or a third party indicated by you, other than the carrier) receive the goods, without giving any reason. To exercise the right of withdrawal, you must inform the Merchant (and PawsPet for escrow purposes) of your decision by means of a clear statement (e.g. an email or in-app message). You must return the goods at your own cost within 14 days of communicating your withdrawal. The Merchant shall reimburse all payments received from you no later than 14 days from the day on which the returned goods are received.

The right of withdrawal does not apply to: (a) goods made to the consumer’s specifications or clearly personalised; (b) sealed goods not suitable for return due to health or hygiene reasons, if unsealed after delivery; (c) goods which are, by their nature, inseparably mixed with other items after delivery; and (d) other exceptions under applicable law.

Services

For services booked through the marketplace, you have the right to withdraw within 14 (fourteen) days from the day of the conclusion of the contract. However, if you request that the service begins during the withdrawal period, you acknowledge that you will lose the right of withdrawal once the service has been fully performed. If you withdraw before the service is fully performed, you shall pay an amount proportional to what has been provided until you communicated your withdrawal.

How to Exercise

To exercise your right of withdrawal, contact PawsPet support at info@pawspet.it or use the in-app withdrawal request feature (where available).

12. INTELLECTUAL PROPERTY RIGHTS

Our Intellectual Property

We are the owner or the licensee of all intellectual property rights in our Services, including all source code, databases, functionality, software, website designs, audio, video, text, photographs, and graphics in the Services (collectively, the ‘Platform Content’), as well as the trademarks, service marks, and logos contained therein (the ‘Marks’).

Our Platform Content and Marks are protected by copyright and trademark laws and treaties in Italy, the European Union, and around the world. The Platform Content and Marks are provided in or through the Services ‘AS IS’ for your personal, non-commercial use only.

Your Use of Our Services

Subject to your compliance with these Legal Terms, we grant you a non-exclusive, non-transferable, revocable licence to: (a) access the Services; and (b) download or print a copy of any portion of the Platform Content to which you have properly gained access, solely for your personal, non-commercial use.

Except as set out in this section or elsewhere in our Legal Terms, no part of the Services and no Platform Content or Marks may be copied, reproduced, aggregated, republished, uploaded, posted, publicly displayed, encoded, translated, transmitted, distributed, sold, licensed, or otherwise exploited for any commercial purpose whatsoever, without our express prior written permission.

If you wish to make any use of the Services, Platform Content, or Marks other than as set out in this section, please address your request to: info@pawspet.it.

We reserve all rights not expressly granted to you in and to the Services, Platform Content, and Marks. Any breach of these Intellectual Property Rights will constitute a material breach of our Legal Terms and your right to use our Services will terminate immediately.

Merchant and User Content

Content uploaded by Merchants (including Listing descriptions, images, logos, and other materials) remains the intellectual property of the respective Merchant. By publishing content on the platform, Merchants grant PawsPet a non-exclusive, worldwide, royalty-free licence to display, reproduce, and distribute such content solely for the purpose of operating and promoting the platform.

Copyright Infringement

We respect the intellectual property rights of others. If you believe that any material available on or through the Services infringes upon any copyright you own or control, please notify us at info@pawspet.it, providing: (a) a description of the copyrighted work; (b) the location of the infringing material on the platform; (c) your contact information; (d) a statement that you have a good faith belief that the use is not authorised; and (e) a declaration, under penalty of perjury, that the information is accurate and that you are authorised to act on behalf of the copyright owner.

13. USER CONTENT AND CONTRIBUTIONS

Submissions

By directly sending us any question, comment, suggestion, idea, feedback, or other information about the Services (‘Submissions’), you agree to assign to us all intellectual property rights in such Submission. You agree that we shall own this Submission and be entitled to its unrestricted use and dissemination for any lawful purpose, commercial or otherwise, without acknowledgment or compensation to you.

Contributions

The Services may invite you to chat, contribute to, or participate in forums, reviews, and other functionality during which you may create, submit, post, display, transmit, or broadcast content and materials to us or through the Services, including but not limited to text, writings, photographs, videos, graphics, comments, reviews, and personal information or other material (‘Contributions’).

By posting any Contributions, you grant us a non-exclusive, transferable, royalty-free, worldwide right and licence to use, copy, reproduce, distribute, publish, store, publicly display, reformat, translate, and excerpt your Contributions for the purpose of operating, promoting, and improving the Services. This licence is limited to what is reasonably necessary for the operation of the platform.

Responsibility for Contributions

You are solely responsible for your Contributions and you represent and warrant that: (a) your Contributions are original to you or that you have the necessary rights and licences to submit them; (b) your Contributions do not infringe any third party’s intellectual property or other rights; (c) your Contributions are not false, inaccurate, defamatory, obscene, illegal, or otherwise objectionable; and (d) your Contributions do not constitute confidential information.

We may remove or edit any Contributions at any time without notice if in our reasonable opinion we consider such Contributions harmful or in breach of these Legal Terms. If we remove or edit any such Contributions, we may also suspend or disable your account and, where required by law, report you to the competent authorities.

14. PROHIBITED ACTIVITIES

You may not access or use the Services for any purpose other than that for which we make the Services available. The Services may not be used in connection with any commercial endeavours except those that are specifically endorsed or approved by us. As a user of the Services, you agree not to:

  • Systematically retrieve data or other content from the Services to create or compile, directly or indirectly, a collection, compilation, database, or directory without written permission from us.
  • Trick, defraud, or mislead us or other users, especially in any attempt to learn sensitive account information such as user passwords.
  • Circumvent, disable, or otherwise interfere with security-related features of the Services.
  • Disparage, tarnish, or otherwise harm, in our opinion, us and/or the Services.
  • Use any information obtained from the Services in order to harass, abuse, or harm another person.
  • Make improper use of our support services or submit false reports of abuse or misconduct.
  • Use the Services in a manner inconsistent with any applicable laws or regulations.
  • Engage in unauthorised framing of or linking to the Services.
  • Upload or transmit viruses, Trojan horses, or other harmful material that interferes with any party’s use of the Services.
  • Engage in any automated use of the system, such as using scripts to send comments or messages, or using data mining, robots, or similar tools.
  • Attempt to impersonate another user or person or use the username of another user.
  • Interfere with, disrupt, or create an undue burden on the Services or the networks connected to the Services.
  • Harass, annoy, intimidate, or threaten any of our employees or agents engaged in providing any portion of the Services.
  • Attempt to bypass any measures designed to prevent or restrict access to the Services.
  • Except as permitted by applicable law, decipher, decompile, disassemble, or reverse engineer any of the software comprising the Services.
  • Sell or otherwise transfer your profile or account.
  • Use the Services to post fraudulent Listings, fake reviews, or misleading information.
  • As a Merchant, list services or products that are illegal, dangerous, or prohibited by applicable law.
  • Conduct Transactions outside the platform to avoid Commission or Service Fees (‘fee circumvention’).
  • Use the messaging system of the platform to send spam, unsolicited advertising, or harassing messages.
  • Create multiple accounts to abuse promotions, dispute processes, or other platform features.

15. CONTENT MODERATION AND DSA COMPLIANCE

In accordance with Regulation (EU) 2022/2065 (Digital Services Act, ‘DSA’), PawsPet is committed to maintaining a safe and transparent platform. This section describes our content moderation practices:

Moderation Practices

  • All Merchant Listings are reviewed by the PawsPet team before becoming publicly visible. Listings that do not comply with these Legal Terms or applicable laws may be set to private and the Merchant will be notified.
  • User Contributions (reviews, messages, uploaded content) may be moderated reactively upon report or proactively as resources permit.
  • PawsPet does not use automated decision-making tools for content moderation at this time. All moderation decisions are made by human reviewers.

Restrictions and Consequences

When PawsPet takes a moderation action (such as removing content, restricting a Listing, or suspending an account), we will provide the affected user with: (a) a clear statement of reasons for the action; (b) information about the specific rule or policy that was violated; and (c) information about available remedies, including our internal complaint mechanism.

Point of Contact (DSA)

For the purposes of Article 11 of the DSA, PawsPet’s single point of contact for authorities of Member States, the Commission, and the Board is: info@pawspet.it. Communications may be submitted in Italian or English.

16. NOTICE AND ACTION MECHANISM

In accordance with Article 16 of the DSA, any individual or entity may notify PawsPet of the presence on our platform of specific items of information that the individual or entity considers to be illegal content.

To submit a notice, please email info@pawspet.it with the following information:

  • A sufficiently substantiated explanation of the reasons why the individual or entity alleges the information in question to be illegal content;
  • A clear indication of the exact electronic location of that information, such as the URL or other identifying details;
  • The name and email address of the individual or entity submitting the notice;
  • A statement confirming the bona fide belief that the information and allegations contained in the notice are accurate and complete.

Upon receiving a sufficiently complete notice, PawsPet will process it in a timely, diligent, non-arbitrary, and objective manner. The submitter and the content provider will be informed of the decision and the reasons thereof, as well as the possibilities for redress.

17. REVIEWS AND RATINGS

The Services may provide areas for Customers to leave reviews or ratings regarding Merchants and their services or products. When posting a review, you must comply with the following criteria:

  • You should have firsthand experience with the service or product being reviewed;
  • Your reviews must not contain offensive profanity, abusive, racist, offensive, or hateful language;
  • Your reviews must not contain discriminatory references based on religion, race, gender, national origin, age, marital status, sexual orientation, or disability;
  • Your reviews must not contain false or misleading statements;
  • You must not organise campaigns encouraging others to post reviews, whether positive or negative;
  • Reviews must relate to a genuine Transaction on the platform.

PawsPet displays reviews without substantive editing. We may remove reviews that violate the criteria above. Reviews are not endorsed by PawsPet and do not necessarily represent our opinions. We do not assume liability for any review or for any claims arising from a review.

By posting a review, you grant us a non-exclusive, worldwide, royalty-free licence to reproduce, display, and distribute the content of your review for the purpose of operating and promoting the platform.

18. MOBILE APPLICATION LICENCE

Use Licence

If you access the Services via the App, we grant you a revocable, non-exclusive, non-transferable, limited right to install and use the App on wireless electronic devices owned or controlled by you, and to access and use the App on such devices strictly in accordance with these Legal Terms.

You shall not:

  • Except as permitted by applicable law, decompile, reverse engineer, disassemble, attempt to derive the source code of, or decrypt the App;
  • Make any modification, adaptation, improvement, enhancement, translation, or derivative work from the App;
  • Violate any applicable laws, rules, or regulations in connection with your access or use of the App;
  • Remove, alter, or obscure any proprietary notice posted by us or the licensors of the App;
  • Use the App for creating a product, service, or software that is, directly or indirectly, competitive with the App;
  • Use any proprietary information or any of our interfaces or other intellectual property in the design, development, manufacture, licensing, or distribution of any applications, accessories, or devices for use with the App.

Apple and Android Devices

The following terms apply when you use the App obtained from the Apple App Store or Google Play (each an ‘App Distributor’): (1) the licence granted to you is limited to a non-transferable licence to use the App on a device that utilises the Apple iOS or Android operating systems, as applicable, in accordance with the usage rules set forth in the applicable App Distributor’s terms of service; (2) we are responsible for providing maintenance and support services with respect to the App as required under applicable law, and each App Distributor has no obligation to furnish any maintenance or support; (3) in the event of any failure of the App to conform to any applicable warranty, you may notify the applicable App Distributor, which may refund the purchase price, if any, paid for the App, and to the maximum extent permitted by applicable law, the App Distributor will have no other warranty obligation with respect to the App; (4) you must comply with applicable third-party terms of agreement; and (5) the App Distributors are third-party beneficiaries of these terms and will have the right to enforce them against you.

19. THIRD-PARTY WEBSITES AND CONTENT

The Services may contain links to other websites (‘Third-Party Websites’) as well as content belonging to or originating from third parties (‘Third-Party Content’). Such Third-Party Websites and Content are not investigated, monitored, or checked for accuracy, appropriateness, or completeness by us. We are not responsible for any Third-Party Websites or Content accessed through the Services, including the content, accuracy, privacy practices, or policies of Third-Party Websites.

If you decide to leave the Services and access Third-Party Websites, you do so at your own risk and these Legal Terms no longer govern. Any purchases you make through Third-Party Websites are exclusively between you and the applicable third party.

20. PRIVACY AND DATA PROTECTION

We care about data privacy and security. Please review our Privacy Policy, which is incorporated into these Legal Terms by reference.

PawsPet processes personal data in accordance with the General Data Protection Regulation (EU) 2016/679 (‘GDPR’) and applicable national data protection laws. Our Data Protection Officer can be contacted at: asokoli@pawspet.it (Aleksander Sokoli).

By using the Services, you agree to the collection and use of information as described in our Privacy Policy. For Merchants, you acknowledge that certain personal data (such as your business name, service descriptions, and public profile information) will be publicly visible on the platform.

PawsPet uses in-platform messaging between Customers and Merchants. Messages are stored on our servers and may be reviewed by PawsPet in the context of dispute resolution or content moderation as described in these Legal Terms. Messages are not end-to-end encrypted.

21. INTERNATIONAL DATA TRANSFERS

The Services are hosted and data is processed in the following locations: France (database) and the United Kingdom (authentication). Your personal data may therefore be transferred to and processed in countries outside your country of residence.

For transfers of personal data from the European Economic Area (EEA) to countries that have not received an adequacy decision from the European Commission, we rely on appropriate safeguards, including the European Commission’s Standard Contractual Clauses (SCCs) under Article 46(2)(c) GDPR, as supplemented by additional technical and organisational measures where necessary.

For transfers from the United Kingdom, we rely on the UK International Data Transfer Agreement or the UK Addendum to the EU SCCs, as applicable.

You may request further details of the safeguards applied to international data transfers by contacting our DPO at asokoli@pawspet.it.

22. DISCLAIMER OF WARRANTIES

THE SERVICES ARE PROVIDED ON AN ‘AS-IS’ AND ‘AS-AVAILABLE’ BASIS. TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, IN CONNECTION WITH THE SERVICES AND YOUR USE THEREOF, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

WE MAKE NO WARRANTIES OR REPRESENTATIONS ABOUT THE ACCURACY OR COMPLETENESS OF THE SERVICES’ CONTENT AND WE ASSUME NO LIABILITY FOR ANY (1) ERRORS, MISTAKES, OR INACCURACIES OF CONTENT; (2) PERSONAL INJURY OR PROPERTY DAMAGE RESULTING FROM YOUR ACCESS TO AND USE OF THE SERVICES; (3) ANY UNAUTHORISED ACCESS TO OR USE OF OUR SERVERS AND/OR ANY PERSONAL OR FINANCIAL INFORMATION STORED THEREIN; (4) ANY INTERRUPTION OR CESSATION OF TRANSMISSION TO OR FROM THE SERVICES; OR (5) ANY BUGS, VIRUSES, TROJAN HORSES, OR THE LIKE WHICH MAY BE TRANSMITTED THROUGH THE SERVICES BY ANY THIRD PARTY.

IN PARTICULAR, PAWSPET DOES NOT WARRANT THE QUALITY, SAFETY, LEGALITY, OR AVAILABILITY OF ANY SERVICES OR PRODUCTS OFFERED BY MERCHANTS ON THE PLATFORM. ANY TRANSACTION BETWEEN A CUSTOMER AND A MERCHANT IS AT THE PARTIES’ OWN RISK.

NOTHING IN THIS SECTION EXCLUDES OR LIMITS WARRANTIES THAT CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW, INCLUDING UNDER EU CONSUMER PROTECTION LAW.

23. LIMITATION OF LIABILITY

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL PAWSPET, ITS DIRECTORS, EMPLOYEES, OR AGENTS BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY INDIRECT, CONSEQUENTIAL, EXEMPLARY, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFIT, LOST REVENUE, LOSS OF DATA, OR OTHER DAMAGES ARISING FROM YOUR USE OF THE SERVICES.

NOTWITHSTANDING ANYTHING TO THE CONTRARY, OUR AGGREGATE LIABILITY TO YOU FOR ANY CAUSE WHATSOEVER AND REGARDLESS OF THE FORM OF THE ACTION WILL AT ALL TIMES BE LIMITED TO THE GREATER OF: (A) THE TOTAL AMOUNT PAID BY YOU TO US DURING THE SIX (6) MONTH PERIOD PRIOR TO ANY CAUSE OF ACTION ARISING; OR (B) €100.00.

PAWSPET IS NOT LIABLE FOR ANY DAMAGE, INJURY, OR LOSS ARISING FROM THE ACTS OR OMISSIONS OF MERCHANTS OR CUSTOMERS, INCLUDING BUT NOT LIMITED TO DAMAGE TO PETS, PROPERTY, OR PERSONS ARISING FROM SERVICES PROVIDED BY MERCHANTS.

NOTHING IN THESE LEGAL TERMS SHALL EXCLUDE OR LIMIT OUR LIABILITY FOR: (A) DEATH OR PERSONAL INJURY CAUSED BY OUR NEGLIGENCE; (B) FRAUD OR FRAUDULENT MISREPRESENTATION; OR (C) ANY OTHER LIABILITY THAT CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE MANDATORY LAW, INCLUDING EU CONSUMER PROTECTION LAW.

24. INDEMNIFICATION

You agree to defend, indemnify, and hold us harmless, including our subsidiaries, affiliates, and all of our respective officers, agents, partners, and employees, from and against any loss, damage, liability, claim, or demand, including reasonable attorneys’ fees and expenses, made by any third party due to or arising out of: (1) your Contributions; (2) your use of the Services; (3) breach of these Legal Terms; (4) any breach of your representations and warranties; (5) your violation of the rights of a third party; or (6) any harmful act toward any other user of the Services.

For Merchants: you additionally agree to indemnify PawsPet against any claims arising from the services or products you provide, including but not limited to claims for personal injury, property damage, professional negligence, or product liability.

Notwithstanding the foregoing, we reserve the right, at your expense, to assume the exclusive defence and control of any matter for which you are required to indemnify us, and you agree to cooperate with our defence. This indemnification obligation does not apply to the extent the liability arises from PawsPet’s own negligence or wilful misconduct.

25. GOVERNING LAW AND JURISDICTION

These Legal Terms are governed by and construed in accordance with the laws of Italy. The application of the United Nations Convention on Contracts for the International Sale of Goods (CISG) is expressly excluded.

For EU and UK consumers: If your habitual residence is in the European Union or the United Kingdom, and you are a consumer, you additionally benefit from the protection of the mandatory provisions of the law of your country of residence. Nothing in these Legal Terms shall deprive you of those rights. You may bring legal proceedings in the courts of your country of habitual residence or in the courts of Italy.

For Merchants and business users: Any dispute arising from these Legal Terms shall be subject to the exclusive jurisdiction of the courts of La Spezia, Italy.

For all other users: PawsPet Srl. and yourself both agree to submit to the non-exclusive jurisdiction of the courts of La Spezia, Italy.

26. DISPUTE RESOLUTION

Informal Resolution

To expedite resolution and control the cost of any dispute, controversy, or claim related to these Legal Terms (each a ‘Dispute’), you and PawsPet agree to first attempt to negotiate any Dispute informally for at least thirty (30) days before initiating any formal proceedings. Such informal negotiations commence upon written notice from one party to the other.

EU Online Dispute Resolution

If you are a consumer in the European Union, you may submit a complaint through the European Commission’s Online Dispute Resolution (ODR) platform, available at: https://ec.europa.eu/consumers/odr. Please note that PawsPet is not obliged to participate in dispute resolution proceedings before a consumer arbitration board, but will consider each case on its merits.

Mediation for Merchants (P2B)

In accordance with Regulation (EU) 2019/1150, Merchants may, after exhausting the internal complaint handling mechanism, seek mediation to resolve disputes with PawsPet. PawsPet is willing to engage in mediation in good faith.

Court Proceedings

If a Dispute is not resolved through informal negotiation or mediation, either party may pursue resolution through the courts as described in Section 25.

27. ELECTRONIC COMMUNICATIONS

Visiting the Services, sending us emails, and completing online forms constitute electronic communications. You consent to receive electronic communications, and you agree that all agreements, notices, disclosures, and other communications we provide to you electronically, via email and on the Services, satisfy any legal requirement that such communication be in writing, to the extent permitted by applicable law.

You agree to receive transactional notifications (such as order confirmations, dispute updates, and account notifications) via email, push notifications, and/or SMS. You may manage your notification preferences through the App or the Site settings.

If you receive SMS messages from us and wish to stop receiving them, please update your notification settings from the App or the Site, or contact us at info@pawspet.it. Standard message and data rates from your carrier may apply.

28. ADDITIONAL PROVISIONS FOR EU CONSUMERS

If you are a consumer habitually resident in the European Union, the following provisions apply in addition to the rest of these Legal Terms:

  • Mandatory consumer protection: Nothing in these Legal Terms shall exclude or limit rights that you are entitled to under the mandatory consumer protection laws of your country of habitual residence, including Directive 2011/83/EU on consumer rights and Directive 93/13/EEC on unfair terms.
  • Right of withdrawal: You benefit from the right of withdrawal as described in Section 11 of these Legal Terms.
  • Legal guarantee of conformity: For products purchased directly from PawsPet, you benefit from the legal guarantee of conformity under Directive (EU) 2019/771 for a period of at least two years from delivery.
  • Unfair commercial practices: Merchants and PawsPet are prohibited from engaging in unfair commercial practices within the meaning of Directive 2005/29/EC.
  • Transparent pricing: Prices displayed on the platform include all applicable taxes. The Customer Service Fee is always displayed separately before payment confirmation.

29. ADDITIONAL PROVISIONS FOR UK USERS

If you are a consumer habitually resident in the United Kingdom, the following provisions apply:

  • Consumer Rights Act 2015: You benefit from the rights and remedies provided under the Consumer Rights Act 2015, including the short-term right to reject goods and the right to repair or replacement.
  • Consumer Contracts Regulations 2013: You benefit from the 14-day right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as described in Section 11.
  • Governing law: While these Legal Terms are governed by Italian law, if you are a UK consumer, you will retain the benefit of any mandatory protections that UK law provides.

30. CALIFORNIA USERS AND RESIDENTS (CCPA/CPRA)

If you are a California resident, you have certain rights under the California Consumer Privacy Act, as amended by the California Privacy Rights Act (collectively, ‘CCPA’):

  • Right to know: You have the right to request information about the categories and specific pieces of personal information we have collected about you, and the purposes for which that information is used.
  • Right to delete: You have the right to request the deletion of your personal information, subject to certain exceptions.
  • Right to correct: You have the right to request correction of inaccurate personal information.
  • Right to opt out of sale/sharing: PawsPet does not sell personal information to third parties. PawsPet does not share personal information for cross-context behavioural advertising.
  • Right to non-discrimination: We will not discriminate against you for exercising any of your CCPA rights.

To exercise any of these rights, please contact us at info@pawspet.it. We will respond to verifiable requests within 45 days.

If any complaint with us is not satisfactorily resolved, California residents can contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 North Market Blvd., Suite N 112, Sacramento, California 95834 or by telephone at (800) 952-5210 or (916) 445-1254.

31. CANADIAN USERS

If you are a resident of Canada, the following provisions apply:

  • PIPEDA: PawsPet processes personal data of Canadian users in compliance with the Personal Information Protection and Electronic Documents Act (PIPEDA). You have the right to access, correct, and request deletion of your personal information.
  • Anti-Spam Legislation: PawsPet complies with Canada’s Anti-Spam Legislation (CASL). Commercial electronic messages will only be sent with your consent, and you can unsubscribe at any time.
  • Consumer protection: Nothing in these Legal Terms excludes or limits rights available to you under the applicable federal or provincial consumer protection legislation of your province of residence.

32. FUTURE SUBSCRIPTION SERVICES

PawsPet may in the future offer subscription plans providing additional features, such as enhanced AI capabilities or reduced commission rates for Merchants. When such subscription services become available:

  • Full details of subscription plans, pricing, billing cycles, and features will be published on the platform before the service launches;
  • Subscriptions will be managed through our payment processor (Stripe), not through App Store or Google Play in-app purchases;
  • You will be able to cancel your subscription at any time through the App or by contacting us at info@pawspet.it. Cancellation will take effect at the end of the current billing period;
  • For EU and UK consumers, the right of withdrawal (14 days from subscription) will apply unless the service has already been fully performed with your prior express consent;
  • We will provide at least 30 days’ notice of any price changes to existing subscribers.

These Legal Terms will be updated with full subscription-specific terms before any subscription service is made available to users.

33. MODIFICATIONS TO THESE TERMS

We reserve the right to change, modify, or update these Legal Terms at any time. When we do:

  • We will update the ‘Last updated’ date at the top of these Legal Terms;
  • We will notify all users via email and/or in-app notification;
  • For Merchants, in accordance with Regulation (EU) 2019/1150, we will provide at least 15 days’ prior written notice of material changes;
  • For changes that materially affect consumer rights, we will provide at least 30 days’ prior notice;
  • Continued use of the Services after the effective date of any changes constitutes acceptance of the modified terms;
  • If you do not agree with the modified terms, you must stop using the Services and may close your account.

34. SEVERABILITY AND MISCELLANEOUS

Severability: If any provision of these Legal Terms is determined to be unlawful, void, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, or if modification is not possible, it shall be severed from these Legal Terms without affecting the validity and enforceability of the remaining provisions.

Entire agreement: These Legal Terms, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and PawsPet regarding the Services.

No waiver: Our failure to exercise or enforce any right or provision of these Legal Terms shall not operate as a waiver of such right or provision.

Assignment: We may assign any or all of our rights and obligations under these Legal Terms to others at any time with notice to you. You may not assign your rights or obligations without our prior written consent.

Force majeure: We shall not be responsible or liable for any loss, damage, delay, or failure to act caused by any cause beyond our reasonable control, including but not limited to acts of God, war, terrorism, pandemics, natural disasters, strikes, or disruption of telecommunications or power supply.

No joint venture: Nothing in these Legal Terms creates a joint venture, partnership, employment, or agency relationship between you and PawsPet.

Language: These Legal Terms are drafted in English. In the event of any discrepancy between the English version and any translation, the English version shall prevail, except where prohibited by applicable law.

35. CONTACT US

In order to resolve a complaint regarding the Services or to receive further information regarding use of the Services, please contact us at:

PawsPet Srl.
__________, Riccò del Golfo di Spezia
La Spezia 19020
Italy

General enquiries: info@pawspet.it

Data Protection Officer: Aleksander Sokoli — asokoli@pawspet.it

Content moderation and illegal content reports (DSA): info@pawspet.it