These Community Guidelines set out how everyone on PetHour — Owners and Caregivers alike — treats one another, one another’s pets, and one another’s homes. They are part of the PetHour Terms of Service (Terms, Section 18): breaking them is breaking the Terms, and PetHour may act on it as Terms, Sections 18 and 24 describe. They change only the way the Terms do (Terms, Section 25). Words defined in the Terms mean the same here, and if anything here seems to conflict with the Terms, the Terms govern. The PetHour™ platform is operated by ITPro Solutions LLC.
Be courteous in messages, on calls, and in person. No harassment, threats, insults, or unwanted advances (Terms, Section 18).
Never refuse, treat differently, or harass anyone because of who they are — their race, color, ethnicity, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity or expression, disability, age, marital or family status, veteran or military status, or any other characteristic the law protects.
Choose on the pet and the job. Caregivers decide which pets, services, places, and times they take on, and Owners decide whom to book. Base those choices on the pet, the home, and the work — never on the person. Declining a large dog you cannot handle safely is fine; declining a person because of their religion is not.
Respect a no. If someone declines a booking, a meet & greet, or further contact, or blocks you, do not contact them another way.
Access. Caregivers use the keys, codes, and other access an Owner gives them only for that booking, keep them private, and return keys and stop using codes when it ends (Terms, Section 4.13).
Only where the job needs you. Caregivers go only into the parts of a home the care needs, do not open drawers, closets, or rooms they have not been asked to use, and do not bring guests or use the home for anything but the booking.
Cameras. Owners tell their Caregiver before the booking is confirmed about any camera, video doorbell, baby or pet monitor, smart speaker, or other device that may record them, and where it is. None may be in a bathroom or in a room set aside for the Caregiver to sleep or change in, and none may be hidden where the law forbids it (Terms, Section 4.4).
Firearms. Whoever hosts the care — the Owner, or a Caregiver who boards pets or hosts daycare at home — says before the booking is confirmed whether there is a firearm in the home, and keeps every firearm unloaded and locked away, out of reach of pets and visitors (Terms, Section 4.4).
Photos and videos. Photograph and film pets, not people, unless they agree. Do not share visit photos, videos, or voice notes outside PetHour without the Owner’s agreement (Terms, Section 15).
Personal details. Do not share another member’s personal details outside an active booking (Terms, Section 18).
Never care for a pet, drive one, or enter a home while impaired by alcohol, cannabis, or other drugs — including a medicine that affects your judgment or your driving (Terms, Section 18). If you cannot give safe care, tell the Owner straight away and cancel rather than go ahead; any backup Caregivers on the booking are told at once (Terms, Section 4.3).
Keep dogs on a leash outside the home or a fenced yard, unless the Owner asks in writing for off-leash time in a secure, fenced area where the law allows it (Terms, Section 14).
Caregivers may refuse a retractable leash, or a collar, harness, leash, crate, or carrier that is damaged or does not fit, and may use their own suitable equipment instead. Owners provide equipment in good condition that fits (Terms, Section 4.4).
Follow the leash, waste-collection, and animal-welfare laws where you are, and pick up after the pet.
Profiles. Describe yourself, your home, your experience, and your pets truthfully. Do not misrepresent qualifications, credentials, or background check status (Terms, Section 18).
Pets. Owners share what a Caregiver needs to know to care for the pet safely — health, behavior, bite history, medications, and diet — and keep the pet’s vaccines current (Terms, Section 4.4).
Bookings. No fake or collusive bookings, reviews, or referrals (Terms, Section 18).
Reviews. Review only care that took place, say what really happened, and never offer, ask for, or accept anything in return for a review, or threaten a bad review to get something (Terms, Section 30).
In an emergency, call 911 (or your local emergency number) first. PetHour is not an emergency service.
Report a member from your conversation with them in Messages, from a client’s card in Clients (Caregivers), or with “Report” on a review — or contact us and choose “Safety concern”.
Block a member from your conversation with them or from a client’s card in Clients. Blocking is mutual and closes messaging between you (Terms, Section 4.6).
PetHour’s team looks at each report and decides what to do. Depending on what happened, we may ask both members for their side; review the reported conversation (Terms, Section 4.6); hide a review or other content (Terms, Section 30); hold payouts or wallet balances while we look into it (Terms, Section 19.3); warn a member; or suspend or close an account — where we believe it is needed to protect a pet or a person, even before a violation has been shown (Terms, Section 24). Where the law requires it, or a crime may have been committed, we may refer the matter to the police or another authority.
Another member’s account is private, so we cannot always tell you what we did about it. A disagreement about how a booking went or what it cost is handled as a case (Terms, Section 23). Making a false or malicious report is itself a breach of these Guidelines.