Terms of Service

These terms are an agreement between you and PawLoop ("PawLoop", "we", "us"). They cover our website at pawloop.co.uk, the PawLoop application, and the customer portal we host on behalf of businesses that use PawLoop.

By creating an account, subscribing, or otherwise using the service, you accept these terms. If you are agreeing on behalf of a business, you confirm you have authority to bind that business.

• Service, the PawLoop website, application, customer portal and any related emails or notifications we send.
• Account, the business workspace created when you sign up, including all records within it.
• Business Owner, the person who creates the Account and is responsible for its subscription and access.
• Team Member, anyone invited to the Account, including admins and walkers.
• Client Data, information you enter or upload about your own customers and their pets, including contact details, addresses, pet records, notes, documents and photos.
• Customer Portal, the branded area where your customers can view their bookings, pets, invoices and documents.
• Boarding Stay, a booking where a pet stays with the business for one or more nights, including care plans and stay logs.
• Care Plan, the instructions, routines and requirements recorded for a pet or stay.

You must be at least 18 years old and use PawLoop for a business or professional purpose. You agree to provide accurate account and business details and to keep them up to date.

You are responsible for keeping your login credentials secure, for all activity that happens under your Account, and for the actions of any Team Member you invite. Tell us promptly if you believe your Account has been accessed without your permission.

PawLoop supports Owner, Admin and Walker roles. Each role sees a different level of information: walkers generally see the bookings and pet information needed to do their work, while owners and admins can access business, financial and settings areas.

The Business Owner controls who is invited, what role they hold, and when their access is removed. You are responsible for ensuring team access is appropriate and for removing people who no longer work with you.

New Accounts receive a 14-day free trial with no payment card required. Trial length may vary if we agree something different with you in writing.

At the end of a trial you must start a paid subscription to keep using the Service. If you do not, your Account is locked and you will not be able to access your records until you subscribe, unless you remain on our free Starter plan. A trial does not guarantee any particular feature, price or continued free use.

Plans, features and prices are shown on our pricing page and in the app. Payments are processed by Stripe; we do not store your card details. By subscribing you authorise recurring charges for your chosen plan until you cancel.

The Starter plan is free with a client limit and does not require a payment card. Exceeding the Starter limit requires an upgrade. Paid plans renew automatically at the end of each billing period.

Team plans charge per seat. Every invited Team Member counts as a seat, including invites that have not yet been accepted. Increasing the number of seats during a billing period is charged immediately on a pro-rata basis. Decreasing seats takes effect at the next renewal unless we agree otherwise.

We will give you reasonable notice before any price change, and you may cancel before it takes effect. If a payment fails we may retry it and may suspend access to the Service until payment is made. Prices are in pounds sterling and include any applicable taxes unless stated otherwise.

Client credits and referral credits have no cash value, are not refundable, and apply only against PawLoop invoices or the client's own balance as applicable.

You can cancel your subscription at any time from your billing settings. Your access continues until the end of the period you have already paid for, and it will not renew after that.

We do not provide pro-rata refunds for partial periods. Any refund outside of your statutory rights is granted at the discretion of the PawLoop team.

These terms are primarily business-to-business. If you are a sole trader contracting with us as a consumer, your statutory cancellation rights are not affected.

Client Data belongs to you. We process it on your behalf and only to provide and support the Service. You are the data controller for your Client Data, and PawLoop acts as your processor.

You are responsible for having a lawful basis to collect and store the information you enter, for keeping it accurate, and for responding to requests from your own customers about their data. We handle personal information as described in our privacy policy.

We use a small number of sub-processors to host, secure and operate the Service. The current list is in our privacy policy. We may change providers, and will notify you of any material change to sub-processors that affects how your data is handled.

You agree not to:

• use the Service for anything unlawful, harmful or fraudulent;
• upload malware, or attempt to disrupt, overload or gain unauthorised access;
• scrape, reverse engineer, decompile or copy any part of the Service;
• resell, sublicense or provide the Service to third parties as your own; or
• use the Service for anything other than operating a legitimate pet care business.

We provide storage for business documents, client paperwork and pet photos. You remain responsible for the content you upload and for ensuring you have the right to store and share it.

We may remove content that is unlawful, infringes someone else's rights, or breaches these terms. We may also apply reasonable storage and file size limits.

PawLoop sends transactional emails to you and, where you enable it, notifications to your customers from our sending domain on your behalf.

You are responsible for the accuracy of the contact details you enter and for having permission to email the people you add. You must not use PawLoop to send unsolicited marketing. We may suspend sending if messages generate significant complaints or bounces.

You control whether the customer portal is enabled and what your customers can see in it. Fields marked as internal only, such as private business notes, are never shown to portal users.

Portal access is granted through links and invitations you issue. You are responsible for sending those to the right people and for revoking access when a customer leaves.

The Business Owner and authorised team members may view the customer portal as a client would see it, for setup, testing and support purposes. This does not create a separate legal relationship between PawLoop and that client.

PawLoop helps you create invoices, record payments and expenses, and produce reports. These are tools to help you run your business. We are not accountants and do not provide accounting, tax or legal advice.

You remain responsible for the accuracy of your records, for your tax position including VAT, and for any Making Tax Digital or HMRC submissions.

The app can track vaccination and compliance expiry dates and send reminders. These reminders are a convenience only. You remain responsible for checking records, ensuring they are valid, and holding the correct paperwork for your business.

We work hard to keep PawLoop available and fast, but we do not guarantee uninterrupted service. Occasional downtime may occur for maintenance, updates or reasons outside our control.

Support is provided by email at hello@pawloophq.com and through live chat when staffed, during normal UK business hours. We aim to respond quickly but do not commit to a specific response time unless agreed separately.

We continue to develop PawLoop and may add, change or remove features. Some functionality is released in beta or to selected accounts first, and may change or be withdrawn. We will not make material reductions to core paid functionality without reasonable notice.

PawLoop owns the software, design, branding and all related intellectual property. You receive a non-exclusive, non-transferable right to use the Service while your subscription is active.

You keep ownership of your own content, including your business logo and Client Data. You grant us a limited licence to host, display and process that content only as needed to run the Service, for example, to show your logo on invoices and in your customer portal.

We may suspend or terminate an Account if payment fails, if these terms are breached, or if use of the Service poses a legal or security risk. Where practical we will contact you first.

You can close your Account at any time. When an Account is closed, its data is deleted from the live Service. If you need a copy of your data before closing, contact us and we will arrange an export where reasonably possible. Deletion cannot be reversed.

The Service is provided "as is" and, except as required by law, without warranties of any kind. We do not warrant that the Service will be error free or that it will meet every requirement of your business.

We are not liable for indirect or consequential loss, loss of profits, loss of business or loss of data caused by matters outside our reasonable control. Our total liability in any 12-month period is limited to the fees you paid us in the 12 months before the claim.

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

You agree to cover us against claims, losses and reasonable costs arising from your Client Data, your content, or your misuse of the Service in breach of these terms.

These terms are governed by the law of Scotland, and the Scottish courts have exclusive jurisdiction over any dispute. If something goes wrong, please contact us first. Most issues are resolved quickly by email.

We may update these terms as PawLoop develops. If a change is material we will notify you by email or in the app before it takes effect. Continuing to use the Service after that means you accept the updated terms.

Questions about these terms? Email hello@pawloophq.com.