Please read Section 26 carefully. It requires you and PetHour to resolve disputes between us by final, binding, individual arbitration instead of in court, except for small claims and the other exceptions it lists. You and PetHour each give up the right to a jury trial and to bring or join a class action, class arbitration, or other representative proceeding. You may opt out of arbitration within 30 days after you first accept Terms that contain it (Section 26.8).
A short summary of the terms members ask about most. It does not replace the Terms: these points summarize; the full Terms govern, and each point names the section that says it in full.
The PetHour™ platform is operated by ITPro Solutions LLC, a Pennsylvania limited liability company (“PetHour”, “we”, “us”). PetHour™ is a trademark of ITPro Solutions LLC. We operate a pet care marketplace at pethour.app that enables pet owners (“Owners”) to discover and book independent pet care providers (“Caregivers”). PetHour is a marketplace platform and booking facilitator only — not an employer, staffing agency, franchisor, transportation company or carrier, insurer, guarantor, or surety of any kind. PetHour is not a party to any service contract between an Owner and a Caregiver. Caregivers are independent contractors, not employees or agents of PetHour.
“PetHour Parties” means ITPro Solutions LLC and its members, managers, officers, employees, agents, affiliates, licensors, successors, and assigns. Where these Terms protect the PetHour Parties — the assumption of risk (Section 2), indemnification (Section 20), the limitation of liability and release (Section 22), and the agreement to arbitrate (Section 26) — that protection extends to each of them, and they may rely on it (Section 33).
“Caregiver” means any independent individual or business that offers pet care services through PetHour — including dog walkers, pet sitters, boarders, groomers, trainers, pet-transport drivers, and other pet care specialists. Where the platform or these Terms name a specific role for a service (for example “walker”, “groomer”, or “driver”), that person is a Caregiver and every provision of these Terms that applies to Caregivers applies to them.
PetHour does not supervise, direct, control, or in any way manage the actions or omissions of any Caregiver or Owner during or in connection with a booking. PetHour does not verify the completeness or accuracy of any representation made by any user beyond the specific verifications described in these Terms. No agency, partnership, joint venture, employer-employee, or franchisor-franchisee relationship is created between PetHour and any user.
PetHour does not employ, recommend, or endorse any Caregiver or Owner. Badges, Reliability Scores, reviews, and the order of search results mean only what these Terms say they mean (Sections 4.10, 10, 11, 14, and 30); none of them is PetHour’s recommendation or a guarantee. You are responsible for choosing whom you book or work with.
Where PetHour operates. PetHour is offered only in the United States, for pet care performed in the United States, to people located there. It is not directed at people in the European Economic Area, the United Kingdom, or any other country, and we make no representation that it is appropriate or available anywhere else.
Use of this platform is entirely at your own risk. By creating an account you agree to these Terms in full. If you do not agree, do not use the platform. If you visit or use PetHour without an account, the parts of these Terms that can apply to you do — for example Sections 18 (Prohibited Conduct), 29 (PetHour’s Intellectual Property & Feedback), and 31 (Third-Party Services).
Pet care services involve inherent and unavoidable risks. By using PetHour, you expressly acknowledge and voluntarily accept that:
You voluntarily assume all risks associated with using this platform, interacting with other users, and the provision or receipt of any pet care service. You agree not to hold the PetHour Parties (Section 1) responsible for any loss, harm, damage, injury, illness, or death arising from a booking or your use of the platform, except to the limited extent required by applicable law.
A single PetHour account may be configured as an Owner, a Caregiver, or both simultaneously. Role selection is not required at signup — you activate the sides of the marketplace you want to use from your account settings.
Each person may hold one PetHour account only. Because a single account already functions as both Owner and Caregiver, no one needs more than one. Creating, operating, or controlling more than one account is prohibited — whether to obtain additional free-tier or trial benefits, to evade a suspension, cancellation, search-suppression, or eligibility rule, to inflate Reliability Scores, or for any other reason. Mandatory identity and phone verification (Sections 3.4 and 16.1) exist in part to enforce this. If we determine that one person controls multiple accounts, we may merge or suspend the duplicate accounts and, where the duplication was used to gain an unfair or fraudulent advantage, terminate all affected accounts and reverse any benefit obtained. The only exception is a team member account operating under an Elite business (Section 17); a team member may not separately hold a personal Caregiver account while active on a team.
You must be at least 18 years old and have reached the age of majority where you live, if that is higher (for example 19 in Alabama and Nebraska, and 21 in Mississippi), to create an account, book care, or accept bookings as a Caregiver. By creating an account, you represent and warrant that you meet this requirement and are legally capable of entering into a binding agreement.
Identity verification through Stripe Identity is required for all members before booking features are unlocked. Stripe checks a photo of your government-issued ID and compares it with a selfie — a biometric face match — and before it starts we ask for your separate written consent to that check and keep a record of it. This verification is a platform access requirement, not a character endorsement or guarantee of future conduct. PetHour does not receive or keep your ID images, your selfie, or any face data: Stripe processes them. We record the outcome and the details Stripe confirms from your ID (your legal name, date of birth, and address); see the Privacy Policy, Section 2.2. Stripe destroys the ID images, selfie, and face data when you delete your account or after 12 months without using PetHour, whichever comes first; in the second case your verification lapses, and you verify again if you come back. You may also withdraw your consent at any time through support; your verification then ends.
You are solely responsible for keeping your account information accurate and current, including pet profiles, qualifications, certifications, medical disclosures, and behavioral history. Providing false information — including fabricated reviews, fake pet profiles, misrepresented qualifications, or undisclosed bite histories — is grounds for immediate account suspension and may expose you to legal liability for any resulting harm.
You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. Notify us immediately at support@pethour.app if you suspect unauthorised access. PetHour is not liable for any loss, damage, or unauthorized activity resulting from your failure to protect your account credentials, or from someone else getting into your account through your email account, your phone number (for example by a SIM swap), your device, or a phishing message — unless it was caused by PetHour’s own failure to take reasonable security measures.
All bookings must be made through PetHour to receive platform protections including GPS tracking, AI reports, dispute resolution, and backup protection. When an Owner completes checkout, the payment method is authorised (held), not charged. The hold is captured when the Caregiver confirms the booking, and the captured funds are then held by the platform — they are not released to the Caregiver simply because the service time has passed. If no confirmation occurs within the applicable reply window, the hold is released in full. A hold is not a charge, but it lowers the money or credit available on your card until it is captured or released, and once it is released your bank decides how soon that money is available again — often a few days. PetHour is not responsible for overdraft, insufficient-funds, or other fees your bank charges because of a hold or a charge you authorized.
After the service, the Caregiver marks it delivered and the Owner is asked to confirm. The Caregiver’s payout is released when the Owner confirms. If the Owner does not confirm or raise an issue within the confirmation window (currently approximately 72 hours after the Caregiver marks the service delivered), the booking auto-confirms and the payout is released automatically; by booking through PetHour you authorise this auto-confirmation. If the Caregiver started a visit but did not mark it complete, PetHour moves it into the confirmation stage on the Caregiver’s behalf about six hours after its scheduled end, so the Owner’s confirmation window (and this auto-confirmation) can proceed rather than the funds remaining held indefinitely. If the Caregiver never checked in (never started the visit in the app), they may still confirm that the visit took place until 72 hours after its scheduled end; the Owner is then shown that the visit was not checked in and has the usual confirmation window. If the Caregiver neither checks in nor confirms within that time, the booking is cancelled, the Owner is refunded in full including the service fee, and it is recorded as a Caregiver cancellation. If either member believes the service was not delivered as agreed, they may open a dispute case from the booking’s Dispute tab while the booking is confirmed, in progress, or awaiting confirmation; opening a case freezes the held payout and pauses auto-confirmation until the case closes (see Section 23). Once a payout has been released — whether by Owner confirmation or by auto-confirmation — PetHour does not reverse it on its own initiative, but either member may still open a case within 72 hours of that release, and a refund granted on such a case is recovered from the Caregiver as described in Section 23.3.
PetHour does not prohibit an Owner and a Caregiver from agreeing to contact one another, or to arrange and pay for care, off the platform. This is a choice both members make together, and PetHour charges no service fee on a genuinely off-platform arrangement. However, off-platform arrangements carry no platform protections of any kind — no dispute resolution, no GPS tracking, no backup network, no held payments, no masked calling, and no AI reports. PetHour bears zero responsibility for any off-platform arrangement, outcome, or dispute, and will not mediate, refund, or otherwise become involved in a transaction that took place off the platform.
Choosing to transact off the platform is different from the conduct prohibited in Section 18. What is not permitted is evading fees on a booking that was arranged through PetHour, technically defeating the masked-number system, or manipulating platform payment processing, subscription billing, or held payments. Deciding by mutual agreement to handle a job entirely outside PetHour is permitted — you simply do so without any of the protections above.
Owners may optionally attach up to 3 backup Caregivers to each booking. Backups are background-checked Caregivers on a paid plan (Section 11); a Caregiver on the free trial (Section 8.3) cannot be a backup. The backup slot fee is $4.00 per backup for a single visit, and $4.00 for each night or day a multi-day stay covers (for example $16.00 for a four-night boarding stay); $2.50 of each $4.00 is the backup Caregiver’s availability fee. A backup role takes effect only when the invited Caregiver accepts the standby request; the slot fee is charged to the Owner at that moment and not before, and checkout shows it beforehand. If an invited backup declines or does not respond within the reply window, no fee is charged for that slot.
Once a backup has accepted, the slot fee follows the main Caregiver’s outcome. When the booking completes or the Owner removes the backup, the backup Caregiver retains the availability fee — even if the backup was never triggered. When the Owner cancels after the main Caregiver’s free-cancellation deadline, the backup keeps the availability fee for each unit the main Caregiver keeps, and the slot fee for every unit refunded in full is refunded to the Owner (Section 9.2). When the booking is instead refunded to the Owner in full — because the Owner cancelled by the deadline, or the main Caregiver cancelled — the main Caregiver is paid nothing and the backup likewise receives no availability fee: the slot fee is refunded to the Owner. If the main Caregiver cancels a confirmed booking, all accepted backups are notified simultaneously and the first to accept within 15 minutes secures the booking at the terms disclosed to the Owner when the backup was added. Backups who decline a triggered request forfeit their availability fee. If the main Caregiver declines or does not confirm the original request, the Owner may offer the booking to an accepted backup (“promotion”); where the Owner has enabled automatic promotion, the Owner authorises PetHour to extend that offer on their behalf at the price disclosed at checkout.
PetHour does not guarantee that any backup Caregiver will be available, will respond within any window, or will accept any particular request or promotion offer.
Owners are solely responsible for providing complete, accurate, and current information about their pet’s health, behavioral history, reactivity, bite history, medical conditions, medications, dietary requirements, and any other condition relevant to the service requested. Failure to disclose known risks may constitute negligent misrepresentation and expose the Owner to personal civil liability. PetHour is not responsible for any harm to a pet, a Caregiver, a third party, or any property resulting from an Owner’s failure to provide accurate, complete pet information.
Your legal duties as an Owner. Owners must keep their pets vaccinated (including against rabies), licensed, registered, and tagged as the law where they live requires, and must own and keep each pet lawfully, including holding any permit the law requires for its species and carrying any insurance the law requires for it (for example the liability insurance some places require for a dog that has been declared dangerous). By booking care for a pet, the Owner confirms that it is lawful for another person to care for it where the service takes place and that it is not one of the animals described in Section 18.
About the pet. By booking, the Owner also confirms to PetHour and to the Caregiver that: (a) the pet is theirs, or they have its owner’s permission to arrange its care — in which case they are responsible under these Terms as if it were theirs; (b) as far as they know, the pet has no contagious illness and no fleas, ticks, or other parasites, or they have told the Caregiver before booking and have not booked it into Shared care (Section 4.11); (c) the pet meets the vaccination minimum below and is up to date on any other vaccination the law requires and on any the Caregiver asks for before accepting; and (d) any equipment they provide for the pet — for example a collar, harness, leash, crate, or carrier — is in good condition and fits. A Caregiver may decline a booking for any of these reasons.
Vaccinations. Every dog and cat booked on PetHour must be vaccinated against rabies as the law requires and be up to date on its core vaccine — DHPP (distemper, hepatitis, parainfluenza and parvovirus) for a dog, FVRCP (feline rhinotracheitis, calicivirus and panleukopenia) for a cat. A dog booked for boarding or daycare, including any Shared stay (Section 4.11), must also be vaccinated against Bordetella (kennel cough). A vaccine is not required where a veterinarian has advised against it in writing for that pet — for rabies, only where the law allows such an exemption — or, for rabies, while the pet is younger than four months and the law where the care takes place does not yet require it. The Owner records each vaccine in the pet’s profile with the date it is good until, keeps it current through the last day of every booking, and shows the Caregiver the vaccination record or the veterinarian’s note on request. PetHour does not accept a booking for a dog or cat whose profile does not meet this minimum, but does not check vaccination records and relies on the Owner’s statement. A Caregiver may ask for further vaccines before accepting.
About the home. Before a booking is confirmed, the Owner must tell the Caregiver — in the booking request or in PetHour messages — about any camera, video doorbell, baby or pet monitor, smart speaker, or other device in the home that may record the Caregiver’s image or voice, and where it is. No such device may be placed in a bathroom or in a room set aside for the Caregiver to sleep or change in (for example during house sitting), and no device may be hidden where the law forbids it; several states, including California, Illinois, Maryland, and Washington, require everyone’s consent before a conversation is recorded. Whoever hosts the care — the Owner, or a Caregiver who boards pets or hosts daycare in their own home — must tell the other before the booking is confirmed whether there is a firearm in the home, and must keep every firearm unloaded and locked away, out of reach of pets and visitors. A Caregiver may decline a booking, and an Owner may choose another Caregiver, for any of these reasons.
A Caregiver has up to 24 hours to confirm a standard booking request (shortened proportionally when the service start time is near; the exact deadline is shown on every request). Backup standby requests carry their own reply windows, also shown on the request. If a Caregiver declines or does not respond within the window, that request lapses; where the lapsed request is the main booking request and no replacement is arranged, the payment hold is released in full. PetHour does not guarantee that any Caregiver will confirm any particular booking.
Your day, before you answer. A request shows the Caregiver their other bookings, any other requests still waiting on them, and busy times from a calendar they have connected, for the day of the request. This is for information only: imported calendar data can be incomplete or out of date, and the Caregiver alone decides whether to accept.
Requests that no longer fit are declined automatically. A request does not reserve the Caregiver’s time. When a Caregiver confirms a booking that leaves no room for another request they have not yet answered (Section 4.11), PetHour declines that request on the Caregiver’s behalf and tells the Owner straight away. The payment hold is released as on any decline, and backup promotion and team routing apply as usual (Sections 4.3 and 17). An automatic decline does not count against the Caregiver’s response time (Section 10).
PetHour provides in-app messaging so members can coordinate about a booking or Care Bundle, and — where enabled — message one another before any booking is made. To start a new conversation with another member you must have completed identity verification and confirmed a phone number. Before a booking is confirmed, member-to-member contact is limited to in-app messaging: no phone number — masked or real — is shared until a booking exists, and the masked call and text relay described in Section 15 is available only once a booking is confirmed. Messaging another member, whether or not you go on to book, carries no fee and does not by itself affect your Reliability Score. Messaging is provided as a convenience tool for marketplace coordination; it is not monitored in real time and PetHour does not guarantee the accuracy, appropriateness, or lawfulness of anything a member sends.
You are solely responsible for your own communications. You must not use messaging to harass, threaten, defraud, spam, or send unlawful or infringing content. Any member may block another member (which is mutual and closes messaging between the two) and report conduct to PetHour; you may also turn off receipt of new pre-booking messages at any time in your preferences. PetHour may review reported conversations and may suspend or remove members who violate these Terms, but is under no obligation to monitor, mediate, or resolve disputes arising from member communications.
Members may choose to share contact details or arrange care off the platform. As stated in Section 4.2, off-platform arrangements carry no platform protections of any kind and PetHour bears zero responsibility for them. Booking and paying on-platform is what preserves held payments, dispute support, masked calling, and visit reporting.
Caregivers on the Growth and Elite plans may also send promotional in-app messages and emails to their past clients through the platform. Those tools are governed by Section 4.7.
What Caregivers can send. Caregivers on the Growth or Elite plan may use PetHour’s client outreach tools to send promotional in-app messages and promotional emails — individually, to a filtered list of their clients (a “campaign”, sent now or scheduled), or automatically as follow-ups they switch on (a thank-you after a completed visit, a request to review a completed booking, a welcome after a new client’s first completed booking, a reminder when a client reaches their usual rebooking rhythm, and a win-back message to a client who has not booked in a while). Outreach may only be sent to an Owner who has completed at least one booking with that Caregiver in the previous 24 months and who has not opted out.
How it is sent. PetHour sends every promotional email on the Caregiver’s behalf from a PetHour address, identifying the Caregiver as the sender (“[Caregiver or business name] via PetHour”). Every email carries PetHour’s footer: a statement that it is promotional, a one-click unsubscribe link, and PetHour’s postal address. Elite Caregivers may add their own business name, logo, colour, and footer note, but may not remove or alter PetHour’s footer or sender line. A Caregiver never receives an Owner’s email address through these tools and sees only the Owner’s display name and whether an email was sent; replies are made through the PetHour app, not by email.
Limits. To keep outreach welcome, PetHour enforces limits that the Caregiver cannot override, including: no more than one manual or campaign message per client per 7 days across in-app and email combined; no more than two promotional emails from the same Caregiver to the same Owner in any 7 days, and at least 24 hours apart; daily sending limits per Caregiver and per campaign; and automated follow-ups delivered only during daytime hours in the Owner’s time zone. PetHour may change these limits, delay, throttle, or cancel any send or campaign, and suspend a Caregiver’s access to the outreach tools at any time.
Caregiver responsibilities. The Caregiver is solely responsible for the content of everything they send. Content must be truthful and must not be misleading — including the subject line; must relate to the Caregiver’s own pet care services; must not include another person’s personal data, third-party advertising, requests for payment outside the platform, links designed to collect passwords or payment details, or anything unlawful, discriminatory, or harassing; and must comply with applicable law, including the U.S. CAN-SPAM Act. Any offer or discount a Caregiver promotes is the Caregiver’s own promise — PetHour does not apply, fund, or guarantee Caregiver offers, and the Caregiver must honor it. Review requests must not offer anything in return for a review or ask only satisfied clients to review. The Caregiver must not attempt to circumvent an opt-out, a block, or any limit. The Caregiver indemnifies PetHour under Section 20 for claims arising from content they send.
Owners’ choices. Owners can stop promotional email and messages from one Caregiver (from any such email’s unsubscribe link, or from that Caregiver’s card in Clients), stop promotional email from all Caregivers, and stop PetHour’s own marketing email (both in Preferences). Opt-outs take effect immediately. Opting out never affects your bookings, your account, or transactional emails such as booking confirmations, receipts, and security messages. Blocking a Caregiver (Section 4.6) also stops all outreach from them.
If a pet in a Caregiver’s care needs urgent veterinary attention, the Caregiver must first try to reach the Owner and then the Owner’s emergency contact, if the Owner has shared one (Section 15). If neither can be reached in time, the Owner authorizes the Caregiver to take the pet to a licensed veterinarian or emergency animal hospital and to consent, on the Owner’s behalf, to the examination and treatment the veterinarian considers necessary to stabilize the pet, and authorizes the veterinarian to share the pet’s records and the treatment given with the Caregiver for that purpose. The Caregiver must keep trying to reach the Owner, follow the Owner’s instructions once reached, and keep the receipts. As far as the law allows, the Owner releases the Caregiver and PetHour from claims arising from a decision made in good faith under this Section to seek, or not to seek, veterinary care, except for gross negligence or willful misconduct (for California residents, with the waiver of Civil Code § 1542 in Section 22).
The Owner is responsible for all veterinary costs. Where the veterinarian requires the Caregiver to pay, the Owner must reimburse the Caregiver promptly — directly, or through a billing adjustment where the platform allows one (Section 8.1). Reimbursement is a matter between the Owner and the Caregiver. PetHour does not pay veterinary costs, never charges them to your payment method except as a billing adjustment, does not choose a veterinarian, and does not make or review any medical decision (Section 14).
An Owner must collect the pet, or be there to receive it, when the booked service ends. If the Owner is late, the Caregiver may keep caring for the pet, and the Owner owes the Caregiver for the extra time at the booking’s rate, pro rata, plus reasonable costs (for example food or an extra night). The Caregiver must try to reach the Owner and then the Owner’s emergency contact. If the pet has still not been collected 48 hours after the booking ended and neither the Owner nor the emergency contact has made arrangements, the Caregiver may hand the pet to a licensed boarding facility or to the local animal control or animal welfare authority, and the Owner is responsible for the resulting costs. Amounts owed under this Section are a debt between the Owner and the Caregiver. PetHour may help through a billing adjustment where the platform allows one, and may suspend an Owner who abandons a pet or does not pay (Section 24). PetHour does not take custody of or rehome any pet. If a pet seems to be in danger, PetHour may — but does not have to — try to reach the Owner, help the Caregiver reach the Owner’s emergency contact, contact animal control or emergency services, and help find a licensed boarding facility for the pet, at the Owner’s cost; doing any of these does not make PetHour responsible for the pet’s care.
Caregiver and Care Bundle search results are listed in the order the Owner chooses. In the default order, Best Match, Caregivers on higher PetHour subscription plans appear first — Elite, then Growth, Pro, and Explorer — and, within a plan, by rating, number of reviews, and distance (for an Elite team business, by the team’s rating). The Price, Top Rated, and Nearest orders sort by price, rating, or distance first and use the plan only to break ties. Last Minute Requests reach Caregivers in plan-tier waves (Section 5). Caregivers pay for their plan, so placement by plan is a paid benefit of that plan — not a rating, review, or recommendation by PetHour. A plan badge (Pro, Growth, or Elite, or Trial for a Caregiver on the free trial) shows each Caregiver’s plan — a team member’s is the business’s — and, like placement, comes with the plan. Search results show prices with PetHour’s service fee included, or each Caregiver’s own price with the fee added at checkout — the notice above the results says which (Section 8.1).
How much a Caregiver takes on at once. PetHour checks every booking against the Caregiver’s other confirmed bookings before it can be confirmed, and search only shows a Caregiver for times they still have room for. Away visits (walks, drop-ins, grooming, training and similar) happen one at a time, with a short gap between them for travel. While a Caregiver stays at an Owner’s home overnight or for the day, they take no other booking during those hours. Pets hosted at the Caregiver’s own home (boarding and daycare) are limited by the number of households, and any limit on pets, that the Caregiver publishes on their profile.
Shared or Exclusive. Every booking is recorded at checkout as Shared or Exclusive. Where a Caregiver hosts more than one household at a time, the Owner chooses: a Shared booking means the Owner agrees that other clients’ pets may be cared for at the Caregiver’s home at the same time, within the Caregiver’s published limits; an Exclusive booking means no other household’s pets are in the Caregiver’s care during the stay, and it may carry the Caregiver’s Exclusive surcharge, which is shown before checkout. A booking for a pet the Owner has disclosed as having a bite history is always Exclusive at such a Caregiver, and the surcharge applies. Where a Caregiver hosts one household at a time, every booking is Exclusive at no extra charge. The choice is made once, at checkout, and the Caregiver later raising their limits does not change it. Every dog hosted for boarding or daycare, Shared or Exclusive, meets the vaccination minimum in Section 4.4, including Bordetella.
Being told. When a Caregiver confirms another household’s stay alongside a Shared booking, PetHour tells the earlier Owner that their stay is now shared. Owners never see another client’s identity, pets, or address — only that another household is being hosted (Privacy Policy, Section 4).
The Caregiver’s commitments. A Caregiver’s own pets are not clients; Caregivers describe them on their profile. A Caregiver must not take on care beyond the limits they publish, and must not care for another client’s pets during an Exclusive booking, including through arrangements made off the platform. A breach is grounds for a dispute (Section 23), in which a refund of the Exclusive surcharge — and more, where the breach affected the service — may be granted. PetHour applies these limits in the app, but does not guarantee that any Caregiver keeps to them; Owners should raise any concern with the Caregiver and with PetHour.
A booking is performed by the Caregiver the Owner booked — or, where these Terms provide for it, by a backup who takes the booking over through PetHour (Section 4.3) or by the team member the rotation assigns (Section 8.3a). Anyone else may care for the pet only if the Owner agrees in advance, after being told who it is. PetHour has not verified that person’s identity, has run no background check on them, and none of PetHour’s badges or scores describe them; the Caregiver remains responsible to the Owner for the whole booking, including that person’s acts, and the Caregiver’s account may not be used by them. Caregivers stay free to run their business their own way (Section 14) — this rule exists so that an Owner always knows who is caring for their pet.
An Owner decides what access to give a Caregiver — a key, a door, gate, or alarm code, a lockbox, or Wi-Fi details — and gives it directly to the Caregiver they booked, in person or in the booking’s messages. PetHour does not hold, copy, or deliver keys or codes, and does not check how a Caregiver keeps them. A Caregiver must keep any access private, use it only for that booking, and return keys and stop using codes when the booking ends. Owners should share only the access a booking needs and change codes afterwards if in doubt. PetHour is not responsible for loss, theft, or damage arising from access an Owner gave a Caregiver or anyone else (Sections 12 and 22).
Owners may submit Last Minute Requests for urgent pet care through the platform’s wave-dispatch system. By submitting a Last Minute Request, you agree:
Caregivers on Pro, Growth, or Elite plans may offer bundled service packages (“Care Bundles”) at a discounted combined price. A bundle’s price is shown the same way as other prices on the page — with PetHour’s service fee included, or with the fee added — and its total, fee and any sales tax are shown before you buy (Section 8.1). By purchasing a Care Bundle, you agree:
All prices, fees, credits, and payouts on PetHour are in U.S. dollars. Except as these Terms provide or the law requires, fees paid to PetHour are not refundable; a charge made in error or without your authorization is refunded.
Mistakes. If a price, fee, discount, credit, refund, or payout is shown, charged, or credited wrongly because of an obvious error — for example a technical fault or a misplaced decimal point — PetHour may correct it. If PetHour charged you too little for something PetHour itself sells (for example a plan, a background check, or a gift certificate), we tell you and you choose: pay the correct amount, or cancel the purchase for a full refund. A credit, refund, or payout made by mistake may be reversed, first from the wallet credit or balance it went to and then from future credit or payouts. A Caregiver’s own price on a booking is the Caregiver’s: if it was a mistake, the Caregiver may decline the request or cancel the booking, and the Owner is refunded in full (Section 9).
Owners pay a 10% service fee on every booking, on top of the Caregiver’s listed rate. How prices are shown depends on where you are looking for care. In California, Colorado and Massachusetts — and wherever PetHour cannot tell which state a search, profile, or Last Minute Request is in — prices shown include PetHour’s 10% service fee; sales tax is added at checkout where it applies. For example, a walk a Caregiver prices at $60 is shown as $66: the Caregiver receives $60 and PetHour keeps $6. If your home address on PetHour is in one of those states, you see prices that way wherever you search. Everywhere else, prices shown in search results and on profiles are the Caregivers’ own rates, and a notice on those pages states the 10% service fee, what your total depends on (dates, number and size of pets, duration, and add-ons), and that your total may vary. Either way, checkout lists the fee on its own line, and the fee and the total including any sales tax are shown before you are charged at checkout and before you buy a Care Bundle; for a Last Minute Request, each reply shows the Caregiver’s price and says whether the fee is included in it or added, and that any sales tax is added (Section 5). The fee is non-negotiable. The Caregiver receives their listed rate in full. A Caregiver’s listed rate includes the surcharges they set — for example a puppy, holiday (Section 9.1), or Exclusive surcharge (Section 4.11) — and the 10% fee applies to the whole of it. The 10% fee also applies to billing adjustments — extra charges a Caregiver requests for additional work on a booking — and to tips (Section 8.1c). An adjustment is charged when the Owner approves it or, where PetHour reviews a request the Owner has not yet answered, when PetHour approves it; either way the Owner is notified, and the amount is charged to the Owner’s saved payment method (Section 8.1b). The service fee applies only to bookings arranged and paid through PetHour; PetHour does not process, invoice, or take any fee on off-platform arrangements (Section 4.2).
Caregivers keep 100% of their listed price and 100% of every tip. The Owner’s 10% service fee is retained by PetHour and funds payment processing, holding payments until the service is confirmed, masked calling, GPS tracking, visit reports, support, and the other platform services that protect a booking. Caregivers pay a flat subscription (Section 8.2) and are never charged a commission on their bookings; Elite team members pay the flat per-booking team fee described in Section 8.3a instead of a subscription. Owners are never charged a subscription, membership, or listing fee.
Each Caregiver appoints PetHour as their limited agent for one purpose: to accept and process Owners’ payments for that Caregiver’s services on the Caregiver’s behalf — including bookings, Care Bundles, Last Minute bookings, backup standby, billing adjustments, and tips — and to hold, refund, and pay out those funds as these Terms describe. Payments are processed through our payment processor, Stripe. By accepting these Terms, each Caregiver agrees to this appointment and authorizes PetHour to tell Owners, including at checkout, that PetHour accepts payment on the Caregiver’s behalf.
Payment to PetHour is payment to the Caregiver. Once PetHour receives an Owner’s payment for a Caregiver’s services, the Owner’s obligation to pay the Caregiver for those services is satisfied, exactly as if the Owner had paid the Caregiver directly, and the Owner bears no risk of loss if PetHour fails to pay those funds out. The Caregiver’s right to receive the funds is against PetHour, not the Owner, and is subject to these Terms — including Owner confirmation and payout timing (Section 4), Care Bundle releases (Section 6), cancellations and refunds (Section 9), fund holds (Section 19), and dispute decisions (Section 23).
This appointment is limited to collecting and processing payments. It does not make PetHour a party to the service contract between an Owner and a Caregiver (Section 1), and it does not make a Caregiver an agent or employee of PetHour (Section 14). The Owner’s service fee (Section 8.1) and PetHour’s other fees are PetHour’s own charges and are not collected on the Caregiver’s behalf.
Sales tax. Where the law makes PetHour the marketplace facilitator for a booking, PetHour works out any sales tax due, collects it from the Owner at checkout, and pays it to the state on the Caregiver’s behalf. Caregivers do not add sales tax to bookings made through PetHour. The tax is worked out where the care happens: where the Caregiver lives for a stay at the Caregiver’s home, and where the pet lives otherwise. The states where PetHour collects, what is taxed there, and the rates are listed at pethour.app/taxes.
Stripe. To receive payouts, a Caregiver must hold a Stripe connected account and accept the Stripe Connected Account Agreement, which includes the Stripe Services Agreement (together, the “Stripe terms”). The Stripe terms govern Stripe’s services to you, and Stripe may change them. Each Caregiver authorizes PetHour to share their identity, tax, bank, and transaction information with Stripe, and to give Stripe the instructions these Terms call for on the Caregiver’s connected account: to pay funds out, to hold them (Section 19), to reverse or recover them after a refund or a case decision (Section 23.3), and to refund Owners (Section 9). PetHour is not a party to the Stripe terms and is not responsible for Stripe’s services.
Some charges are made after you check out, without you entering your payment details again. By saving a payment method on PetHour, you authorize PetHour, through Stripe, to charge it for the following, each as these Terms describe and as shown to you in the app beforehand:
Keep a valid payment method on file while you have a booking, standby request, Last Minute Request, or subscription that may lead to one of these charges. Your card issuer or Stripe may update your card details automatically when your card is replaced. If a charge fails, the commitment that depends on it may not take effect or may be cancelled, and we may retry the charge or ask you to update your payment method. PetHour uses this authorization only for the charges these Terms describe. You can remove a saved payment method in the app; removing one that an open commitment still needs may cause that commitment to fail.
You may tip a Caregiver after a booking, once the visit is confirmed — by you, or automatically as Section 4.1 describes — for up to 14 days. The Caregiver receives 100% of the tip; PetHour takes nothing out of it. A tip is optional, one per booking, paid by card, and from $5 up to the Caregiver’s price for the booking or $50, whichever is more, but no more than $500. Gift certificates, credits, wallet balances, and bank accounts cannot pay a tip.
The Owner pays PetHour’s 10% service fee on top of the tip, as on other payments (Section 8.1). The fee, any sales tax on the fee, and the total are shown before you send the tip. No sales tax is added to the tip itself.
A tip is on top of the Caregiver’s price. It is never used to pay any part of that price or anything PetHour owes the Caregiver, and a case about the booking (Section 23) does not change it.
A tip is charged when you send it — to your saved card (Section 8.1b) or, if you have none saved, to a card you enter for that tip, which is used only for that tip and is not saved — and paid into the Caregiver’s wallet at once, with the booking’s earnings (Section 4.1). PetHour collects it as the Caregiver’s payment agent (Section 8.1a).
Tips are not refundable except for a charge made in error. A tip refunded in error, or reversed by your card issuer, is taken back from the Caregiver’s wallet (Section 8, Mistakes).
Tips are the Caregiver’s income and appear in their payout records and on Form 1099-K (Section 19.5). Tips given off the platform are between the Owner and the Caregiver; PetHour has no part in them and no responsibility for them (Section 4.2).
Caregivers choose a subscription tier: Explorer (free trial), Pro, Growth, or Elite. The current monthly price of each tier is shown on the Pricing page, and the price you pay is shown on your plan page. Explorer is a free trial (Section 8.3); Pro, Growth, and Elite are paid plans, and each needs a valid background check (Section 11).
Paid subscriptions renew automatically every month, and the stored payment method is charged at each renewal, until the Caregiver cancels (Section 8.6). Prices are exclusive of any sales tax, which is added where the law requires it. Subscription prices may change as described in Section 8.8.
Plans are bought for business use — for the Caregiver’s pet care business, not for personal, family, or household purposes. PetHour emails a confirmation when a paid plan starts, moves up, or resumes, stating the plan, its price, that it renews monthly, the next billing date, and how to cancel; another when a cancellation is scheduled; and a notice when an automatic upgrade is scheduled (Section 8.4). A Caregiver can cancel, pause, or change a plan online at any time on the plan page.
The free trial. A Caregiver can go live on Explorer for free. The trial needs no payment method and nothing is charged for it, unless you choose to order a background check (Section 11). It lets you accept up to 3 jobs worth up to $150 in total at your own prices, within 30 days of going live — whichever comes first. A job counts when you accept it: a booking you confirm, or a Last Minute Request on which the Owner selects you; a Last Minute reply holds a place only while the Owner is choosing. A job the Owner or PetHour cancels before it starts does not count; one you cancel does. A job that would take you past a limit cannot be accepted on the trial.
Starting a plan. You may start Pro or Growth at any time, on the trial or after it. A valid background check is needed first (Section 11): if you don’t have one, you order it when you start the plan. The plan’s first month is charged to your payment method on the day your background check is clear or accepted — at once if you already have a valid one — and never above the monthly price you confirmed when you chose the plan; if the price would be higher, we ask you to confirm it first (Section 8.8). The plan then renews monthly from that day (Section 8.2). If that charge fails, the plan does not start and you can try again. If PetHour decides not to accept the check, no plan starts and nothing is charged for one. While the check runs, any trial you have left keeps working. You may cancel at any time (Section 8.6); months already paid are not refunded. PetHour shows these terms, and keeps a record of your confirmation, before you start the trial and before you start a plan. A charge made in error or without your authorization is refunded. If something is wrong with a charge, please contact us first; this does not limit any right the law gives you to dispute a charge with your card issuer.
An Elite Caregiver may invite other Caregivers to join their business as team members. A team member sets their own prices, chooses their own services, one service area and availability, and is never charged a subscription of any kind; accepting an invitation cancels any paid plan of their own at the end of its current period and removes their individual listing from search. A team member may leave at any time; leaving restores their independent listing, services, service areas, availability and wallet, and they may not leave while holding a confirmed booking that has not yet been completed or cancelled.
Background check. A Caregiver needs a valid background check (Section 11), ordered and paid for by them, before accepting an invitation or a join request, and keeps it valid while on the team; a team member whose check has lapsed receives no new assignments until a new one is clear or accepted. The business is told only whether a member’s check counts, never what a report says.
Pay. When a team member completes a booking, two flat amounts — never a percentage of any kind — are deducted from the price that member set: a dispatch fee retained by the business, posted per service by the Elite account and capped by the service’s catalogue tier, and a team fee of $2.00 retained by PetHour in place of the subscription the member does not pay. Because both are deducted from the price rather than added to it, the Owner pays exactly what they would pay booking that Caregiver directly. Both amounts are disclosed to the member before they accept an invitation and again beside each price they set, and the amounts in force when a booking is assigned are the amounts that apply to it. The business may change a service’s dispatch fee at any time; when it does, its team members are notified, and any change applies only to bookings assigned after it takes effect.
Not in California. Team accounts aren’t available in California. A Caregiver with a service area in California can’t run a team or join one, and no dispatch fee or team fee is deducted from the price of care given in California.
Allocation. Bookings are assigned to team members automatically, by an algorithm that selects whoever has waited longest for a turn among those who cover the location, offer the service and are available at the requested time. The Elite account holder participates in the same rotation on the same terms and cannot select, skip, reassign or exclude any member from an individual booking. Declining an assignment passes it to the next member in rotation and does not restore the decliner’s earlier position. There is no “usual caregiver”: a repeat Owner is allocated by the same rotation as anyone else, and neither the Owner nor the business can request or steer who serves a given booking. An Owner who wants a particular individual may book a Caregiver who lists independently rather than as part of a team.
Reputation. A review of team-executed work belongs to the member who performed it: it appears on that member's profile and remains theirs if they leave the team. Each such review also counts toward the business's team rating, which covers all work performed under the business, including work by members who have since left. Reliability scores work the same way: a member's own score reflects the work they performed, and the business's score reflects all work performed under it.
If a Caregiver’s 3-month average GMV (the total of completed bookings in the last 90 days divided by three — days with no bookings, including days while a plan is paused, count as zero) exceeds a tier threshold ($650/month for Growth, $1,300/month for Elite), an automatic tier upgrade, one tier at a time, is scheduled for the start of the next billing cycle — your next billing date. By choosing a paid plan you agree to these automatic upgrades, and the new tier is charged to your saved payment method (Section 8.1b). On the day the upgrade is scheduled, PetHour tells you by email and in the app, stating the new tier, its monthly price, and the date it starts — which may be soon if your next billing date is near. If you do not want the upgrade, cancel on your plan page before that date (Section 8.6): nothing is then charged at the new tier.
An auto-upgrade changes your tier, not the price of your tier. The 12-month price lock (Section 8.8) protects the price of the tier you are on; it does not fix your tier, and it does not delay or prevent an auto-upgrade. The new tier is charged at its price in effect on the day the upgrade takes effect — its Founding price if you are on the Founding price track (Section 8.9) — and that price is then locked for 12 months under Section 8.8.
Elite. While Elite is shown as “Launching Soon” it cannot be bought and no Caregiver is upgraded to it automatically: Growth is then the highest tier an auto-upgrade reaches, and the Elite rules in this Section and Section 8.5 apply only once Elite is available.
PetHour never automatically downgrades a Caregiver. A Caregiver may downgrade only to a tier their 3-month average GMV still qualifies for under Section 8.4: while the average is at or above $650/month, a Caregiver may not move below Growth, and while it is at or above $1,300/month, not below Elite. For the same reason, a scheduled auto-upgrade cannot be undone while the average still qualifies for it — but you can always decline it by cancelling (Section 8.6). A Caregiver may not downgrade during their first month, nor before the end of the billing cycle in which they upgraded to a higher tier themselves. A downgrade takes effect at the end of the current billing cycle; confirmed bookings are unaffected, but if the new tier allows fewer service areas, the areas beyond its limit are switched off automatically (the ones listed first stay active) and are switched back on if the Caregiver upgrades again. These limits apply to changing tiers only; cancellation (Section 8.6) is not a downgrade and is not subject to them.
A Caregiver may cancel their subscription at any time, including during the first month. Cancellation takes effect at the end of the current billing cycle (during the first month, at the end of that month); no further month is charged, and months already paid are not refunded. When it takes effect, the account returns to the Explorer tier and the Caregiver’s profile is taken offline for new work until a plan starts again — or, for a Caregiver who has never used the free trial, until they start it (Section 8.3). A scheduled cancellation may be undone at any time before it takes effect. There is no penalty for cancelling and no reduction in search placement after returning.
To protect Owners, a Caregiver may not cancel while holding confirmed bookings, unanswered booking or standby requests, or a Care Bundle with funds still held, scheduled on or after the date the cancellation would take effect; these must first be completed, declined, or resolved. While a cancellation is scheduled, the Caregiver cannot accept new work dated on or after that date. If a Caregiver cancels while a pause (Section 8.7) is already in force, the subscription ends immediately.
Declining an automatic upgrade. A Caregiver can always cancel instead of taking a scheduled automatic upgrade (Section 8.4). If they still hold confirmed bookings or a Care Bundle with sessions owed on or after the upgrade date, the upgrade is dropped and the plan continues on its current tier and at its current price until the end of the billing cycle that covers the last of that work; the plan then ends as a cancellation does, and nothing is charged after it. From the upgrade date on, the Caregiver cannot accept new work dated on or after that date. The Caregiver can undo this on the plan page before the plan ends; the automatic upgrade may then be scheduled again.
A Caregiver on a paid plan may pause it at any time; there is no limit on how long or how often a plan is paused. A pause takes effect at the end of the current billing cycle. From then on no subscription is charged, and the Caregiver’s profile is hidden from search, Last Minute alerts, new bookings, and Care Bundle sales, while their tier, services, and settings are kept. The same protections as for cancellation apply: a plan cannot be paused while the Caregiver holds confirmed bookings, unanswered booking or standby requests, or a Care Bundle with funds still held, scheduled on or after the pause date, and once a pause is scheduled the Caregiver cannot accept new work dated on or after it. While a pause is in force, Owners may be unable to message the Caregiver about past bookings.
Resuming before the pause takes effect costs nothing and keeps the existing billing date. Resuming after it has taken effect charges one full month of the plan and starts a new billing cycle from that day. When an Elite account’s pause takes effect, its team members are notified: they keep their confirmed bookings, receive no new assignments while the business is paused, and may leave the team at any time (Section 8.3a). PetHour is not responsible for any booking opportunity missed while a plan is paused.
PetHour may change subscription prices, including Founding Caregiver prices (Section 8.9), from time to time — for example because of inflation, changes in our costs, interest rates, or other economic conditions. Each change has an effective date. A change may apply to everyone, or to new subscriptions only, in which case existing subscribers keep the price they pay.
Notice. We give at least 14 days’ advance notice of any change to the price you pay, by email to the address on your account and by in-app notification, stating your current price, your new price, and when the new price first applies to you. If that is more than 30 days after the notice, we also send a reminder about 14 days before the new price is first charged. A change is never charged at a renewal unless its notice was sent at least 14 days before that renewal; otherwise it moves to the next renewal.
12-month price lock. The price you pay is locked for 12 months from the date it began. An increase applies from your first renewal on or after the later of (a) the change’s effective date and (b) the end of those 12 months; once applied, the new price is again locked for 12 months. A decrease applies from your first renewal on or after its effective date. The lock covers the price of your tier, not the tier itself: your tier can still change while your price is locked — because you change it (Section 8.5) or by an automatic upgrade (Section 8.4) — and a tier change is priced as described next.
New subscriptions and tier changes. A new subscription — including one that starts on the day your background check is clear or accepted (Section 8.3) and one started again after a cancellation — and any change of tier, whether you request it or it is an automatic upgrade (Section 8.4), is charged at the price in effect on the day it takes effect, and that price starts a new 12-month lock. The lock on your previous price does not carry over to the new tier, or back to an earlier tier if you return to it later. A tier change scheduled for a later date is charged at the price in effect on that date; if that differs from the price quoted when it was scheduled, we tell you in advance.
Your choice. If you do not agree to a new price, you may cancel (Section 8.6) or change your tier before the first renewal at which it would be charged; the protections for Owners in Section 8.6 still apply. If you remain subscribed, the new price is charged from that renewal, and continuing your subscription constitutes acceptance of it. PetHour may withdraw an announced change before it takes effect; if it does, we tell you and you keep your current price.
The price you see is the price you pay. Before you start or change a paid plan, PetHour shows the price that will be charged. If it changes after the page was shown to you, we ask you to confirm the new price before anything is charged. An obvious mistake in a price is handled as Section 8, Mistakes, describes.
Caregivers who start a paid plan while a Founding Caregiver offer is open join the Founding price track: every tier has a Founding price, which may be lower than its standard price, and a Founding Caregiver is charged the Founding price of whichever tier they are on, including after a tier change. Founding status lasts for as long as the subscription continues — including through a pause, and while the Caregiver is a team member whose own plan has not yet ended — and ends when the subscription ends (a cancellation taking effect, a paused plan being cancelled, or a payment that still cannot be collected after the payment processor’s retries). A later subscription is charged standard prices unless a Founding offer is open at that time. Founding prices are not a guarantee of a fixed price: they may change under Section 8.8 like any other price, with the same notice and the same 12-month lock.
Every Caregiver chooses a cancellation policy, and every booking is made under it. The policy is the Caregiver’s own term of the booking, between the Owner and the Caregiver: the Caregiver chooses it, PetHour shows it — with its exact deadline — on the Caregiver’s profile, before the Owner books and on the booking, and PetHour applies it, as the Caregiver’s payment agent (Section 8.1a), when an Owner cancels. A policy has two parts:
The presets are Relaxed (free until the start, then 50% back), Flexible (1 day, 50%), Moderate (2 days, 50%), Firm (3 days, 50%), Strict (7 days, 50%) and Super strict (14 days, 25%), and a Caregiver may choose any other combination of those deadlines and refunds. A Caregiver may also give a service its own policy, and choose a separate policy for bookings that include a holiday; a holiday policy then applies to such a booking in place of the others. A new Caregiver starts on Moderate. A Team booking (Section 8.3a) is made under the Elite business’s policy, and a Last Minute booking (Section 5) under the policy of the Caregiver whose reply is booked. A Caregiver may change their policy at any time; a change applies only to bookings made after it, and every booking keeps the policy it was made under.
Holidays. PetHour’s holidays are the dates listed at pethour.app/holidays. A date not listed there is not a holiday. PetHour may add or remove dates; a change applies only to bookings made after it. A booking includes a holiday when any visit, day or night of it falls on one, and a night counts on the date it begins. A Caregiver’s holiday surcharge applies to each such visit, day or night, and their holiday policy, if they set one, applies to the whole booking.
A booking is made of units: a visit, or each day or night of a stay. Each unit carries an equal share of the service price, and a unit on a holiday also carries its share of the holiday surcharge. When an Owner cancels after the free-cancellation deadline, the policy’s refund applies to the first unit and to every unit that begins within 7 days of the cancellation; every later unit is refunded in full, so a long stay is never forfeited whole. The Caregiver keeps the rest of those late units. For example, under Moderate, a 14-night stay at $40 a night cancelled the day before it starts returns half of the first six nights ($120) and all of the other eight ($320), and the Caregiver keeps $120.
On every Owner cancellation the service fee is refunded, and so is the sales tax on whatever is refunded. Backup slot fees (Section 4.3) follow the main Caregiver per unit: a unit refunded in full takes its backup slot fees with it, and each backup Caregiver keeps the availability fee for the units the main Caregiver keeps. Before you cancel, the app shows exactly what comes back.
An Owner who cancels a confirmed booking after its scheduled start, before the Caregiver has checked in, is an Owner no-show: the Caregiver’s policy applies as for any late cancellation, but the service fee on the part the Caregiver keeps is not refunded. (If the Caregiver did not come, report a no-show instead — Section 23.) Once the Caregiver has checked in, the booking can no longer be cancelled in the app, and collecting a pet early or ending a stay early does not refund the remaining units, unless the Caregiver gives some of it back (Section 9.4) or a case decides otherwise (Section 23).
After an Owner cancels late, the Caregiver who kept the late units may give some or all of what they kept back to the Owner, at any time within 14 days of the cancellation, from their withdrawable PetHour balance. It is returned the way the Owner paid. Giving back is the Caregiver’s free choice and creates no obligation to do it again.
An Owner who had to cancel late for a serious reason may ask PetHour, from the booking and within 72 hours of cancelling, to refund the rest of the service price in full. Serious reasons are: a natural disaster or severe weather that made the booking impossible; damage that made the home where the care happens unsafe for pets; a government obligation that arose after the booking was made, such as jury duty, military deployment or a travel ban; a hospital stay, serious illness or death of the Owner or a member of their immediate family; and the pet’s illness. The request is a case decided by PetHour under Section 23 — the Owner may be asked for evidence — and while it is open the Caregiver’s payout for the booking is held. A refund granted is recovered from the Caregiver as Section 23.3 describes.
| Event | Outcome |
|---|---|
| Caregiver cancels booking | Full refund to Owner including service fee |
| Owner cancels a request the Caregiver has not yet confirmed | The payment hold is released; nothing is charged |
| Owner cancels a confirmed booking by the policy’s free-cancellation deadline | Full refund including service fee |
| Owner cancels a confirmed booking after the deadline | The policy’s refund on the late units, every later unit refunded in full, and the service fee refunded (Section 9.2) |
| Owner no-show — the Owner cancels after the scheduled start time | As after the deadline, but the service fee on the part the Caregiver keeps is not refunded (Section 9.3) |
| Caregiver no-show reported by the Owner (from the scheduled start time) | Payout frozen and the case reviewed by PetHour (Section 23) |
| Caregiver never checked in and did not confirm the visit took place within 72 hours of its scheduled end | Full refund to Owner including service fee; recorded as a Caregiver cancellation |
| Backup slot fee — booking completed | Retained; the backup Caregiver keeps the availability fee ($2.50 per visit, night, or day) |
| Backup slot fee — Owner cancels after the deadline | Retained for the units the main Caregiver keeps; refunded for every unit refunded in full |
| Backup slot fee — booking refunded to Owner in full (Owner cancels by the deadline, or main Caregiver cancels) | Refunded to Owner; backup Caregiver receives nothing (mirrors the main Caregiver being paid nothing) |
| Backup slot fee — invite declined, expired, or withdrawn before acceptance | Never charged |
When a cancellation happens. A booking is cancelled when the cancellation is made in the PetHour app (or by PetHour support at your request), whatever was said in messages beforehand; the policy’s deadline and the 7-day rule are measured from that moment.
Refunds are processed back to the original payment method. Processing times are determined by your payment provider and financial institution. PetHour has no control over third-party processing timelines and is not liable for any delay.
Each account carries a Reliability Score calculated from verified platform activity: cancellation rate, response time, repeat-client percentage, and review average. Scores are visible to the other party before any booking is confirmed.
Scores are economically gated — they cannot be inflated without incurring real costs. Every scored booking is a paid booking made through the platform, and reviews are payment-gated — neither party can review until payment clears and the booking is marked complete.
A high Reliability Score is an informational indicator only — it is not a guarantee of safe, professional, adequate, or satisfactory service in any specific booking. Owners and Caregivers are strongly encouraged to conduct their own due diligence, including meeting prior to the first booking, before entering into any service arrangement. PetHour is not liable for any harm arising from reliance on Reliability Score data.
Requests that PetHour declines automatically because the Caregiver confirmed another booking (Section 4.5) are not replies, and do not count toward the Caregiver’s response time.
Attempting to manipulate scores through collusive fake bookings, multi-account activity, or device/IP spoofing is grounds for permanent ban and potential legal action.
Identity verification through Stripe Identity is mandatory for all members before booking features are unlocked (Section 3.4). This is a platform requirement, not a character endorsement.
Background checks are required on paid plans and teams. Every Caregiver on Pro, Growth, or Elite, and every member of a team (Section 8.3a), must hold a valid background check run by Checkr, a consumer reporting agency — before their plan starts, before joining a team, and before they are offered work through either. A Caregiver on the free trial (Section 8.3) may order one at any time. PetHour orders a first check only once everything else needed is complete. Checkr shows you its own disclosure and asks for your written authorization before running each check, and you have the rights set out in Checkr’s notices and in the Consumer Financial Protection Bureau’s A Summary of Your Rights Under the Fair Credit Reporting Act. A clear report, or a report PetHour reviews and accepts, makes the check valid, and your profile shows the Background Checked badge. If the report lists records (a “consider” result), PetHour staff review the records individually — what they are, when they happened, and whether they bear on caring for pets in people’s homes — and may accept the check.
Free-trial Caregivers without a check. Their profiles say so; an Owner confirms they understand this before booking one, and may choose background-checked Caregivers only. They cannot offer house sitting or be backups (Sections 4.3 and 8.3).
Fee. A background check costs $32, which you pay when you order it, on any plan. It is never deducted from what Owners pay you.
Every two years. A check is valid for 24 months from its report. PetHour reminds you 60, 30, and 7 days before it lapses, and you may order a new check — with a new authorization and a new fee — from 90 days before. While a new check started before the old one lapses is running, your profile stays listed. Otherwise, when a check lapses your profile goes offline for new work, or out of the team rotation, until a new check is clear or accepted; confirmed bookings are unaffected.
Before PetHour decides not to accept a check because of a report — so that a plan does not start, a team cannot be joined, the free-trial label stays, or a listed profile is taken offline — Checkr sends you a pre-adverse action notice with a copy of the report and a summary of your rights. You then have at least five business days to dispute the report with Checkr or to tell PetHour anything you want us to consider; a dispute with Checkr pauses the process until Checkr has dealt with it. Only after that does Checkr send the final notice, which names Checkr and how to contact it, explains that Checkr did not make the decision and cannot explain why it was made, and tells you of your right to a free copy of the report within 60 days and to dispute its accuracy or completeness with Checkr. PetHour may stop the process at any point and accept the check. Where a local fair-chance law applies to this review — for example New York City’s Fair Chance Act, which covers independent contractors, or California’s fair-chance rules — PetHour also follows that law’s additional steps, through Checkr’s fair-chance process. A check that is cancelled before it finishes, or whose invitation expires before you complete Checkr’s form, is refunded.
What a check can and cannot show. A check relies on court records and other databases that may be incomplete, out of date, or wrong. It may not include records from every county or state, records filed under another name, sealed or expunged records, or records the law does not allow to be reported, and it shows nothing that happened after the date it was run.
Background check and identity verification badges indicate only that a third-party screening was performed and passed at a specific point in time. PetHour does not continuously monitor users and expressly disclaims any responsibility for any act, omission, or harm occurring after the date of any check. A passing background check is not a guarantee of character, fitness, competence, honesty, or future conduct of any kind. Owners must not rely solely on badge status when selecting a Caregiver. PetHour makes no representation that any check is complete, accurate, or reflective of a user’s full history.
License and certificate checks. A “License checked” mark on a service, and a credential shown on a profile as checked by PetHour, mean only what Section 14 describes: the document matched the issuer’s register on the date shown. They are not a background check, and like the badges above they are not a guarantee.
PetHour does not provide insurance of any kind — including vehicle insurance for rides (Section 14, Rides) — and offers no insurance, protection plan, or platform guarantee product to purchase. The platform is a marketplace facilitator only — not an insurer, guarantor, surety, or financial underwriter. This may change in the future, but as of today no such product exists, and nothing on the platform should be understood as providing coverage, compensation, or a guarantee of any booking outcome. All liability for pet care services — including but not limited to pet injury, illness, death, escape, loss, property damage, personal injury to third parties, accidents involving a vehicle used for a booking, and veterinary costs — rests solely and exclusively with the Owner and Caregiver involved in the booking. PetHour is not a party to any service transaction and assumes no liability for any booking outcome.
We believe in plain language, so here it is: PetHour connects pet owners with independent caregivers — that is the whole of our role. Owners love their pets and are expected to make their own informed choice of caregiver and, if they want coverage for veterinary costs, loss, or injury, to carry their own pet insurance. Caregivers should only accept bookings they are genuinely able and prepared to handle, and are personally responsible for the services they provide, including any harm to a pet, an Owner’s property, or their own belongings; carrying their own liability coverage is their decision and their responsibility. Both parties enter every booking as independent adults making a direct commitment to each other to provide — and pay for — quality care.
Accordingly, PetHour bears no responsibility for injured, ill, lost, or deceased pets; bites or other animal-inflicted harm to any person; damage to an Owner’s home or property; theft or loss of property; any accident, injury, or damage involving a vehicle used for a booking; or damage to a Caregiver’s belongings, equipment, or vehicle. Each party bears its own risk in full.
PetHour’s aggregate liability to any user for any and all claims of any nature — whether arising in contract, tort, negligence, strict liability, or otherwise — is limited as set out in Section 22: to the greater of the fees that user paid PetHour in the preceding 12 months or $100.00. That limit does not reduce a Caregiver’s right to funds PetHour collected for them (Section 8.1a) or a refund PetHour owes an Owner. This limitation applies to the fullest extent permitted by applicable law.
PetHour uses artificial intelligence (the Anthropic Claude API) to write visit summaries, chat reply ideas, message drafts, and caregiver business summaries from text facts about the visit or your account — including checklist answers, notes, and automatic transcripts of voice messages and voice notes (made on PetHour’s own servers) — but never from photos, videos, or GPS coordinates. The exact data each feature uses is listed in the Privacy Policy, Section 2.18. By using these features you grant PetHour the right to process that content through AI systems for these purposes. Any member can turn AI off at any time in Preferences → Notifications → Privacy (“Use AI with my content”); PetHour then uses no AI on that member’s content, or on a visit or conversation they are part of.
AI-generated content is provided for informational and communication purposes only. It may contain errors, inaccuracies, hallucinations, or material omissions. AI-generated content must not be relied upon for:
PetHour disclaims all liability for any harm arising from reliance on AI-generated content. AI-processed content is shared only with the booking participants and is not sold to third parties. Anthropic does not retain platform data submitted through the API for model training purposes under our service agreement.
PetHour’s AI features operate only on the text facts from PetHour platform activity listed in the Privacy Policy, Section 2.18 — never on photos, videos, audio recordings, or GPS coordinates. They do not process any Google user data — including any Google Workspace or Google Photos data, or data obtained through Sign in with Google or Calendar Sync (whether raw, aggregated, or derived) — and no such data is ever used to develop, improve, or train any generalized or foundational AI or ML model. PetHour’s use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements; see the Privacy Policy for details.
Caregivers are solely responsible for accurately representing their qualifications, experience, certifications, and any declarations required for Specialist or Professional Services. Misrepresenting qualifications is grounds for immediate account termination and may expose the Caregiver to personal legal liability for harm resulting from services rendered beyond their actual competence.
Specialist Services (the services available from the Growth plan) require a written declaration of the Caregiver’s training and experience, which is shown on the Caregiver’s public profile; the service cannot be listed without it. Custom services that Elite Caregivers request are reviewed by PetHour before they can be listed.
Services that need a checked license or certificate. Some services can be booked only from a Caregiver whose license or certificate PetHour has checked: Insulin Injection, Subcutaneous Fluid Therapy, and Vet Tech Escort (a veterinary technician or veterinarian license); Canine Hydrotherapy (a veterinarian, veterinary technician, or physical therapist license, or an animal rehabilitation or canine hydrotherapy certificate); Certified Dog Trainer (a dog trainer certification such as CPDT-KA or KPA CTP); AKC CGC Prep (an AKC Canine Good Citizen Evaluator credential); and Certified Professional Groom (a groomer certification such as NCMG or IPG). PetHour may add a service to this list or change what it accepts, and says so on the service. A license issued by a state counts only for service locations in that state. Such a service is listed, and can be booked, only while a checked credential that has not expired covers it. Any Caregiver may also add other licenses and certificates to their profile.
What a Caregiver confirms about a credential. By uploading a license or certificate, a Caregiver confirms that it is genuine, current, unaltered, and their own, and that the details they give are true; lets PetHour compare it with the issuer’s public register and contact the issuer to confirm it; agrees to work only within what the license or certificate allows and only where it is valid; and agrees to tell PetHour within 5 business days if it lapses or is suspended, restricted, or revoked, or becomes the subject of a disciplinary action. Uploading a false, altered, or someone else’s document is grounds for immediate termination (Section 24), and PetHour may report it to the issuer or the authorities.
What PetHour’s check means. “Checked by PetHour” with a date means a PetHour staff member compared the uploaded document with the issuer’s public register, or confirmed it with the issuer, on that date, and the two matched. It is not a guarantee that the credential is genuine, that it stayed valid after that date, or that it covers every service or place, and it says nothing about the Caregiver’s skill, competence, or conduct. PetHour does not monitor registers continuously. A profile shows each checked credential’s details and a link to the register so Owners can check it themselves, and they should do so before relying on it. Apart from these checks, PetHour does not verify any qualification, certification, experience, or declaration a Caregiver states; that responsibility rests with the Caregiver.
Expiry. PetHour reminds a Caregiver 60, 30, and 7 days before a checked credential expires, as a courtesy; missing a reminder extends nothing. From the expiry date, the services that credential alone covered stop being listed and bookable until a renewed credential is uploaded and checked.
PetHour may block a listing. PetHour may, at its discretion and without notice in advance, block, hide, or remove any service listing, or decline, suspend, or withdraw a check, when a license, certificate, permit, or check the service needs is missing, unverified, expired, suspended, restricted, revoked, or doubtful, or appears not to be genuine; when a regulator, a court, or the law requires it, or PetHour reasonably believes the service is not lawful where it is offered; or when PetHour believes it is needed to protect pets, members, or the public. PetHour tells the Caregiver the reason unless the law, an investigation, or safety prevents it. A Caregiver may ask for a review through PetHour support; lifting a block is at PetHour’s discretion. A block applies to the listing; suspending or closing an account is covered by Section 24.
Bookings when a listing stops. If a listing stops being bookable after a booking is confirmed — because a credential it needs expired or was withdrawn, or because PetHour blocked it — PetHour tells the Owner and the Caregiver. If the listing is not restored at least 48 hours before the booking starts, PetHour cancels the booking and refunds the Owner in full, and the cancellation counts as the Caregiver’s (Section 10). PetHour may cancel such a booking at once, with a full refund to the Owner, when safety or the law requires. A booking already under way is not affected. A Caregiver is owed no payment, fee, or compensation for a booking cancelled under this paragraph, and the Owner’s full refund is their remedy against PetHour for it.
Licensed professionals. PetHour is a marketplace, not a veterinary practice, and does not itself provide veterinary care. A Caregiver who holds a veterinary, veterinary-technician, or physical-therapy license may offer the services in PetHour’s catalogue under that license, as their own professional practice: under their own license and the rules that come with it — including any requirement for a veterinarian’s supervision, direction, or referral, premises registration, record-keeping, controlled-substance rules, and professional liability insurance — and only where that license lets them practise. Examinations, diagnosis, vaccinations, prescribing, surgery, euthanasia, and any other procedure only a veterinarian may perform are not offered or booked through PetHour. Any veterinarian–client–patient relationship is between that Caregiver and the Owner; PetHour is not a party to it, does not supervise it, and does not direct or review the Caregiver’s professional judgment. A title such as “vet tech”, “therapist”, or “certified” describes the Caregiver’s own background unless the profile shows the credential as checked by PetHour, and it does not make PetHour a provider of medical services.
Medical care. Medication administration, post-operative care, and the other medical-handling services are given only on the Owner’s instructions and the written instructions of the pet’s veterinarian, by the Caregiver as the Owner’s helper; a Caregiver who is not a licensed veterinarian does not diagnose, prescribe, or decide treatment. Insulin injections and subcutaneous fluids are listed only from a veterinary technician or veterinarian whose license PetHour has checked, and Canine Hydrotherapy needs the pet’s veterinarian’s referral or clearance. Before a booking or Last Minute request for one of these services is placed, the Owner confirms that they have given the Caregiver their veterinarian’s written instructions (or, for hydrotherapy, that their veterinarian referred or cleared the pet), and PetHour records it. PetHour does not check the instructions or the referral. Owners remain responsible for obtaining veterinary advice, diagnosis, and treatment, and should contact a veterinarian or emergency animal hospital directly in any emergency.
Caregivers run their own businesses. Caregivers are independent contractors — not employees, agents, partners, or joint venturers of PetHour — and nothing in these Terms creates an employment relationship. Each Caregiver offers their services under their own name or their own business’s name, and decides which services to offer, their own prices, service area, and availability; whether to accept or decline any request; and how, when, and with what equipment and supplies to perform a service, following the Owner’s instructions and the law. PetHour does not pay Caregivers wages: Owners pay Caregivers for their services, and PetHour only collects those payments as the Caregiver’s agent (Section 8.1a). PetHour does not require minimum hours, availability, or a minimum number of accepted requests, and Caregivers are free to work for other clients and on other platforms, including off-platform with Owners they meet on PetHour (Section 4.2). Platform rules (for example Section 18) and tools such as Reliability Scores, visit reports, and GPS tracking exist to protect Owners and pets and to inform Owners’ choices; they do not direct how a Caregiver performs a service. Caregivers are responsible for their own taxes (except the sales tax PetHour collects on bookings made through PetHour — Section 8.1a), expenses, equipment, transportation, insurance, and any licenses or permits their services require, and they receive no employee benefits, workers’ compensation, or unemployment insurance through PetHour. Team members of an Elite account (Section 8.3a) are independent Caregivers on the same terms; any arrangement between a team member and the Elite account holder is between them.
Licenses, permits, and the law. Each Caregiver is responsible for following the laws that apply to their own business where they work, including: holding any business, kennel, boarding, grooming, training, or animal-care license, permit, or registration their services require, including any business or tax registration; following leash, waste-collection, animal-welfare, and animal-transport laws; and, for any service that involves driving a pet, holding a valid driver’s license and vehicle registration, carrying at least the vehicle insurance the law requires, and transporting pets safely and securely. These are legal requirements on the Caregiver’s own business, not instructions from PetHour about how to perform a service. Where PetHour knows of a local rule for a service — for example a kennel, boarding, or grooming license some states, counties, and cities require, or New York City’s rule against paid boarding in a private home — it shows a note when the Caregiver lists the service there, or adds a service location there, and asks the Caregiver to confirm that they hold what the service needs where they offer it; PetHour records that confirmation. In California, a Caregiver also certifies, before listing a service or adding a service area there, that they hold any business license or business tax registration their city or county requires and any state license, permit, certification, or registration the service needs; PetHour keeps that certification for at least three years. These notes are general information, not legal advice, and not a complete list of the rules that apply; a Caregiver must check the rules where they work. PetHour does not check a local license unless the Caregiver adds it to their profile and it shows as checked.
PetHour’s role in licensing. To the extent the law allows, PetHour is not liable for blocking or not blocking a listing, for lifting a block, for the time a check takes, for relying on a document or register that turns out to be wrong, or for any service a Caregiver provides without a license, permit, registration, or credential the law requires. Caregivers indemnify PetHour for claims arising from the credentials they upload or state and from services given without a license the law requires (Section 20), and PetHour’s liability is limited as Section 22 sets out.
Leashes and equipment. Unless the Owner asks in writing — in the booking request or in PetHour messages — for off-leash time in a secure, fenced area where the law allows it, a Caregiver keeps a dog on a leash whenever it is outside the home or a fenced yard, as leash laws in most places require. A Caregiver may refuse to use a retractable leash, or any collar, harness, leash, crate, or carrier that is damaged or does not fit (Section 4.4), may use their own suitable equipment instead, and may decline off-leash time. This is a term between the Owner and the Caregiver and a matter of the law where the walk takes place; PetHour does not supervise walks.
Rides in a Caregiver’s vehicle. Some services involve a Caregiver driving a pet — for example Pet Taxi or a vet-visit escort — and an Owner and Caregiver may also agree to a ride as part of another service. Every ride is the Caregiver’s own service, given in a vehicle the Caregiver owns, rents, or borrows and under the Caregiver’s sole control. PetHour does not own, lease, rent, provide, inspect, or operate any vehicle, does not choose routes or tell a Caregiver how to drive, and is not a transportation company, motor carrier, taxi service, or transportation network company. PetHour does not check any Caregiver’s driver’s license, driving record, vehicle registration, vehicle condition, or vehicle insurance, and its identity verification and background checks (Section 11) do not include a driving-record check.
What a Caregiver confirms for every ride. By listing a service that involves driving, and by accepting each booking that includes a ride, a Caregiver confirms to the Owner and to PetHour that: (a) they hold a valid driver’s license for the vehicle they drive; (b) the vehicle is registered, roadworthy, and lawful to drive; (c) they carry at least the vehicle insurance the law requires where they drive, have checked with their insurer whether it covers driving pets for pay — many personal auto policies do not — and accept that any loss their insurance does not pay is theirs alone; and (d) they secure every pet for the ride, never leave a pet alone in a vehicle, obey traffic and animal-transport laws, and never drive impaired or distracted. PetHour records this confirmation when a Caregiver lists such a service.
Rides are for pets. PetHour does not arrange the transport of people. No fee may be charged through PetHour for carrying a person. An Owner or anyone else who rides along does so by their own choice and at their own risk, as the Caregiver’s guest under the Caregiver’s own insurance, and not as a passenger of any service PetHour offers.
Who bears the risk of a ride. As between PetHour and its members, the Caregiver alone is responsible for their vehicle and for every ride they give, including any accident, breakdown, delay, traffic or parking violation, or towing, and any injury, death, or damage to a pet, a person, or property that results. The Caregiver’s own insurance, if any, is the only insurance that may respond. An Owner who books a ride agrees that PetHour has not checked the driver or the vehicle; that they may ask the Caregiver for proof of license, registration, and insurance before booking, and choose another Caregiver if they are not satisfied; and that they will look to the Caregiver and the Caregiver’s insurer — not PetHour — for any loss from a ride. When a booking or Last Minute request is for a service that involves driving, the Owner confirms this before it is placed, and PetHour records it. Caregivers indemnify PetHour for claims arising from their rides (Section 20), and PetHour’s liability is limited as Section 22 sets out, to the extent the law allows.
GPS walk tracking, AI visit summaries and other AI features, Visit Movies, push notifications, SMS dispatch, and the Last Minute request system are platform-provided tools for transparency, communication, and marketplace coordination. They are not guarantees of service quality, safety, punctuality, or booking fulfillment.
Preparation guides and schedule views. PetHour’s service preparation guides and the schedule shown with a booking request are general information and suggestions to help members prepare. They are not instructions about how a Caregiver performs a service — Caregivers decide that themselves (Section 14) — and they are not veterinary advice: always follow the pet’s veterinarian.
Visit photos, videos, and voice notes. By booking, an Owner agrees that the Caregiver may take photos and videos (video records sound) and voice notes of the pet, and of the parts of the home or other place where the care happens, during the booking, to report on the visit through PetHour. They are shown only as the Privacy Policy (Sections 2.5 and 2.6) describes. The Owner tells anyone who may be at home during a visit that it may be photographed and filmed, and may ask the Caregiver not to film certain people or rooms. A Caregiver must not photograph or film a person without their consent, or anything beyond what reporting on the care needs (for example documents, screens, or valuables), and must not post or share visit media outside PetHour without the Owner’s agreement. The Caregiver who captured visit media gives the Owner of that booking a free, permanent license to keep, copy, and share it, and the booking’s Visit Movie, for personal, non-commercial purposes.
GPS accuracy is subject to device hardware, operating system, network conditions, and geographic factors beyond PetHour’s control. PetHour does not guarantee GPS accuracy and is not liable for any harm, misunderstanding, or dispute arising from GPS data errors, gaps, or interruptions.
Push notifications and SMS messages are delivered on a best-effort basis through third-party providers (Firebase Cloud Messaging, Twilio). PetHour does not guarantee delivery, timing, or receipt of any notification and is not liable for missed notifications, delayed notifications, or any consequence of notification failure. SMS messages are sent only to the categories you have opted in to — see Section 16.
Masked contact numbers. During an active booking or care bundle we may provide a temporary, masked phone number that relays calls and text messages between the owner and caregiver (and, for the caregiver, a private connection to the owner’s emergency contact) so that real phone numbers are not disclosed. This number is a coordination tool tied to the active engagement: it is relayed through a third party (Twilio), delivery and timing are not guaranteed, and it stops working once the booking or bundle is complete or cancelled. A line is opened on request from the booking or bundle, needs a verified phone and booking texts and calls (Section 16) turned on for both members, lasts up to 24 hours and can be opened again while the engagement is active; the emergency-contact connection is available on bookings, not Care Bundles. In-app messaging works whether or not a line can be opened. Calls and messages carried over it are transactional and are handled subject to the Section 16 terms.
Every PetHour account must have a verified mobile phone number. Verification is a security and trust requirement: it confirms you are a real, reachable person, prevents one person from operating multiple accounts, secures account recovery, and allows an Owner and Caregiver to reach each other during an active booking. When you enter your number and tap Send Code, you request and consent to receive a single one-time passcode by SMS. We may also send a passcode when you sign in from a new device or reset your password. These messages are transactional security messages, not marketing, and are required to use the platform. Message and data rates may apply.
Verifying your phone number does not subscribe you to any ongoing text messages. Ongoing SMS is off unless you affirmatively opt in by checking the box — presented unchecked — during phone verification, or by enabling it later in Preferences → Notifications → Text messages (SMS). There is a single opt-in:
PetHour does not send marketing or promotional text messages, and does not send account-security alerts by text. Offers, referral bonuses, product news, and security alerts such as new-device sign-ins and payout changes are sent by email only.
Consent to receive booking text messages is not a condition of creating an account, booking a service, working as a Caregiver, or purchasing any goods or services. If you decline, the platform works normally and you receive the same information by email and in-app notification; the one thing that needs booking texts and calls turned on for both members is a masked private line (Section 15) — in-app messaging works either way. Note that opting out of SMS for Last Minute Requests means you will receive those alerts by push notification only, which may reduce your ability to respond within the required time window.
Message frequency varies as described above. Message and data rates may apply under your plan with your mobile carrier. PetHour does not charge you for text messages. Our messages are supported on major US carriers, and carriers are not liable for delayed or undelivered messages. By giving PetHour a mobile number, you confirm that it is yours, or a number you regularly use with authority to accept messages and any charges on it, and that you have the agreement of anyone whose number you give as an emergency contact (Section 15). If you change or relinquish your mobile number, you must update or remove it in your profile first, so that we do not send messages to a number that is no longer yours.
When you grant or withdraw consent, we record the date and time, the exact wording you were shown, the method used, and the originating IP address. We retain these records to honor your choices and to demonstrate compliance if a carrier or regulator requests it. Your mobile number and your SMS consent are never sold, and are never shared with third parties or affiliates for their own marketing or promotional purposes — they are shared only with the messaging vendor that delivers our messages on our behalf. See the Privacy Policy for details.
Elite Caregivers may add up to 10 team members who take bookings as part of the business under a single Elite subscription. Each team member performs the bookings the automated rotation assigns them and is paid into their own PetHour wallet; the business earns a flat dispatch fee on each such booking, as set out in Section 8.3a. By adding team members, you represent and warrant that:
Compensation between the business and its team members runs on-platform through the flat dispatch and team fees described in Section 8.3a: each member is paid into their own wallet for the work they perform and withdraws it themselves, and the business retains its posted dispatch fee. PetHour facilitates these payments but is not a party to, and takes no responsibility for, any additional or off-platform arrangement between a business and its members, nor for any wage claim, contractor dispute, or employment law violation arising from a team arrangement.
These rules and our Community Guidelines (pethour.app/guidelines), which are part of these Terms and change only as Section 25 describes, apply to everyone who uses PetHour. The following are prohibited:
Good-faith security research that follows our Vulnerability Disclosure Policy (pethour.app/security) does not break this Section’s rules on scraping, reverse-engineering, tampering, or defeating technical measures.
Violation may result in immediate suspension or permanent termination; holds on pending payouts and wallet balances while we investigate (Section 19.3); reversal of any payment, credit, or reward obtained through the violation; loss of referral rewards and promotional credit; reversal of manipulated reliability scores; and referral to law enforcement where applicable. Money a Caregiver earned for work they genuinely performed is not forfeited because of a violation (Sections 8.1a and 24), and neither is a purchased gift certificate balance, except where the gift purchase or its use was itself fraudulent. PetHour reserves the right to pursue civil damages for losses caused by fraudulent or manipulative conduct.
PetHour is a pet care marketplace — not a bank, money transmitter, or money-services business. Payments, wallet balances, payouts, and identity checks are processed by our regulated payment partner, Stripe, under Stripe’s own know-your-customer (KYC), anti-money-laundering (AML), and sanctions-screening programs. You may use PetHour’s payment, wallet, gift certificate, held-payment, and payout features only for genuine pet care transactions between real Owners and Caregivers.
You must not use PetHour, or any PetHour payment, wallet, gift certificate, held-payment, or payout feature, to:
At any time, and as a condition of processing any payment, withdrawal, or payout, we (or Stripe) may require you to re-verify your identity, confirm your source of funds, or provide additional documentation. We may decline, delay, or limit any transaction until we are reasonably satisfied. Providing false, incomplete, or misleading information in response is a material breach of these Terms.
Where we reasonably suspect money laundering, fraud, sanctions evasion, or any other prohibited financial conduct — or where we are required to act by law or by our payment partner — we may, without prior notice and to the fullest extent permitted by law: suspend or close your account; decline, delay, reverse, or cancel any transaction; and freeze or hold any affected payout, wallet balance, or funds for as long as is reasonably necessary to investigate, or as required by law or legal process. Funds held under this Section are not forfeited to PetHour by reason of the hold alone; they are released, returned, or otherwise disbursed as required by applicable law, by a court or other competent authority, or by our payment partner’s determination. We may withhold payout of any funds until any related investigation, chargeback, or legal process is resolved.
We cooperate with law enforcement, regulators, and our payment partners, and we disclose account, transaction, and identity information as required or permitted by applicable law, including in response to a subpoena, court order, or other lawful request. Where the law requires or permits it, we may report suspected money laundering or other suspicious activity to the appropriate authorities. We are not required to notify you of, or to explain the reason for, any hold, decline, closure, report, or disclosure, and in some cases the law prohibits us from doing so. Nothing in these Terms requires PetHour to take any action that would itself violate applicable law.
You are responsible for your own compliance with the laws that apply to you, including any tax and reporting obligations on income you earn through the platform. Tax reporting: to pay a Caregiver, PetHour and Stripe collect their taxpayer identification number and the other details on a Form W-9 or W-8 (the full number goes straight to Stripe; PetHour keeps only its last four digits), may report the Caregiver’s earnings to the IRS and to state tax authorities — for example on Form 1099-K — and send the Caregiver a copy; and payouts are held until the tax and identity details Stripe requires have been provided and verified. PetHour does not provide legal, tax, or financial advice. Violation of this Section is a material breach of these Terms and, in addition to our other rights and remedies (including Section 18 and Section 24), may result in immediate account termination, forfeiture of unearned platform credits and rewards, reversal of affected transactions, and referral to the appropriate authorities.
To the extent the law allows, you agree to defend, indemnify, and hold harmless the PetHour Parties (Section 1) and PetHour’s contractors from and against any and all claims, demands, damages, obligations, losses, liabilities, costs, and expenses (including reasonable attorneys’ fees and court costs) arising from or relating to:
PetHour reserves the right, at its own expense, to assume exclusive defense and control of any matter subject to indemnification by you. You agree to cooperate fully with PetHour’s defense in any such claim and not to settle any matter without PetHour’s prior written consent.
THE PLATFORM AND ALL SERVICES, TOOLS, CONTENT, AND FEATURES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. PETHOUR EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING BUT NOT LIMITED TO: IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, QUIET ENJOYMENT, AND NON-INFRINGEMENT; WARRANTIES THAT THE PLATFORM WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE FROM VIRUSES OR HARMFUL COMPONENTS; AND ANY WARRANTY REGARDING THE ACCURACY, RELIABILITY, TIMELINESS, QUALITY, SAFETY, OR COMPLETENESS OF ANY CONTENT, CAREGIVER PROFILE, OWNER PROFILE, AI OUTPUT, GPS DATA, OR REVIEW AVAILABLE THROUGH THE PLATFORM.
PETHOUR DOES NOT WARRANT THAT ANY CAREGIVER IS QUALIFIED, COMPETENT, EXPERIENCED, LICENSED, HONEST, OR SAFE, OR THAT ANY CAREGIVER’S VEHICLE IS SAFE, REGISTERED, OR INSURED. PETHOUR DOES NOT WARRANT THAT ANY OWNER WILL PROVIDE ACCURATE OR COMPLETE PET INFORMATION. PETHOUR DOES NOT GUARANTEE THE SAFETY, HEALTH, WELFARE, OR WELLBEING OF ANY PET PLACED IN A CAREGIVER’S CARE. PETHOUR DOES NOT WARRANT THAT ANY LAST MINUTE REQUEST WILL BE FILLED, ANY CARE BUNDLE WILL BE FULLY DELIVERED, OR ANY NOTIFICATION WILL BE RECEIVED.
Some jurisdictions do not allow the exclusion of certain implied warranties. In such jurisdictions, the above exclusions apply to the maximum extent permitted by law.
New Jersey residents. The disclaimers in this Section and the limitations and releases in Sections 2, 20, and 22 do not apply to you to the extent New Jersey law does not allow them — including any limit on PetHour’s liability for its own gross negligence or willful misconduct, or on damages available under the New Jersey Punitive Damages Act or Products Liability Act.
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL ANY PETHOUR PARTY (SECTION 1) BE LIABLE FOR ANY OF THE FOLLOWING, REGARDLESS OF WHETHER PETHOUR WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF THE THEORY OF LIABILITY (INCLUDING CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, OR OTHERWISE):
THE TOTAL AGGREGATE LIABILITY OF ALL PETHOUR PARTIES COMBINED TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR YOUR USE OF THE PLATFORM — FROM ALL CAUSES OF ACTION COMBINED — SHALL NOT EXCEED THE GREATER OF: (A) THE TOTAL FEES YOU PAID TO PETHOUR IN THE 12 CALENDAR MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM, INCLUDING SERVICE FEES, SUBSCRIPTION FEES, TEAM FEES, DISPATCH FEES, BACKUP SLOT FEES, AND BACKGROUND CHECK FEES (BUT NOT AMOUNTS PETHOUR COLLECTED ON A CAREGIVER’S BEHALF); OR (B) ONE HUNDRED DOLLARS ($100.00 USD).
What the limit does not reduce. The limit above does not reduce: (a) a Caregiver’s right to funds PetHour collected on the Caregiver’s behalf under Section 8.1a and has not paid out, up to the amount not paid out, subject to Sections 4, 6, 9, 19, and 23; (b) a refund PetHour owes an Owner under these Terms, up to the amount owed; or (c) any liability that the law does not allow to be limited or excluded.
Release. PetHour is not a party to the arrangements between members (Section 1). To the fullest extent the law allows, you release the PetHour Parties (Section 1) from all claims, demands, and damages of every kind, known or unknown, arising out of or connected with any dispute between you and another member, or with another member’s acts or omissions. If you are a California resident, you waive California Civil Code § 1542 for this release and for the releases in Sections 4.8 and 27. Civil Code § 1542 says: “A general release does not extend to claims that the creditor or releasing party does not know or suspect to exist in his or her favor at the time of executing the release and that, if known by him or her, would have materially affected his or her settlement with the debtor or released party.” This release does not cover PetHour’s own obligations under these Terms, such as paying out funds under Section 8.1a or refunds it owes.
Nothing in these Terms limits or excludes a PetHour Party’s liability for its own fraud, gross negligence, or willful misconduct, or for personal injury caused by its own negligence, where the law that applies does not allow that. Virginia law, which governs these Terms (Section 26.10), does not allow a release in advance of liability for personal injury caused by negligence, so no part of these Terms releases any PetHour Party from that liability.
The limitations and exclusions in this section reflect a fair and reasonable allocation of risk between you and PetHour and are a fundamental basis of the bargain between the parties. They apply to the maximum extent permitted by applicable law.
PetHour provides an in-app Resolution Center to help Owners and Caregivers resolve problems with a booking or a Care Bundle. Every case has its own reference number (for example “D-1042”) and a Dispute tab on the booking where both members can see its current stage, deadlines, statements, photos, offers, and outcome.
PetHour’s dispute resolution service is a discretionary facilitation only and is not a substitute for legal proceedings between members. Taking part does not waive any legal rights either member may have against the other. PetHour is not a party to the underlying dispute, and its decision is not legal adjudication, binding arbitration, or an admission of liability by either member or by PetHour. A claim you have against PetHour itself — including about how PetHour handled a case — is resolved under Section 26.
Deleting your account. You can delete your account at any time, in the app under Profile → Account → Delete account or at pethour.app/account/delete, or ask support to do it for you. Deletion happens straight away and cannot be undone. Anything another member is still relying on, or money that is still moving, must be finished first — for example a booking or Care Bundle in progress, an open case, a withdrawal being processed, or earnings you can still withdraw — and the page tells you what. Non-cashable credit — gift credit, referral rewards, and other PetHour credit, each shown with its amount — a cash balance below $1.00 (the smallest payout Stripe makes), and the unused part of a paid plan’s current month are forfeited, and you are asked to confirm each one first; credit is not restored if you sign up again later. Where the law lets you have a small purchased-gift balance paid out (Section 7), contact support before deleting. When your account is deleted we remove your personal details; records the law or other members need — bookings, payments, tax records, cases, and reviews — are kept and shown as from “Former member”; the messages you sent are erased, and the other member sees “Message removed” in their place (see the Privacy Policy, Sections 6 and 7). You can download a copy of your data first (Privacy Policy, Section 7).
Suspension and termination by PetHour. PetHour may refuse to open an account, and may suspend or terminate any account — with or without notice and at its sole discretion — for violation of these Terms, suspected fraud, or conduct harmful to other users or the platform; where PetHour reasonably believes it is needed to protect a pet or a person, even before a violation has been shown; or where the law, a court or other authority, or a provider the account relies on (for example Stripe for payments and payouts, Checkr, or Twilio) requires it or will no longer serve the account. While an account is suspended, its profile is offline and it cannot sign in; billing of a paid plan is paused until the suspension ends; and the member can still contact support at support@pethour.app — for example to receive earnings they are owed, to download their data, or to delete their account. Upon suspension or termination, pending payouts for completed bookings are released on the standard payout schedule, through support where the member cannot sign in, subject to Section 19 and to any refund owed under Sections 9 and 23. A purchased gift certificate balance on an account closed for a violation is refunded to the payment method it was bought with, unless the purchase or its use was fraudulent; referral rewards and promotional credit are forfeited. Subscription fees already paid are not refunded upon termination for cause. Funds held for an active Care Bundle will be handled under the dispute and abandonment provisions in Section 6.
Changes to the service. PetHour may change, add, suspend, or discontinue any feature, any part of the platform, or the platform as a whole, and may stop offering it in any area, at any time; PetHour has no duty to offer the platform in any particular location. If PetHour shuts down the whole platform, it will give reasonable notice where it can and refund unused, prepaid subscription time pro rata.
We may update these Terms as the platform evolves. When we make a material change, we will tell you by email and in the app at least 14 days before it takes effect, with a short summary of what is changing, and we will ask you to accept the updated Terms in the app. Until the effective date, the version in force when we told you continues to apply, and it stays available on our website.
If you have not accepted the updated Terms by the effective date, you may keep using PetHour to complete bookings and Care Bundles confirmed before that date, communicate about them, receive payouts and refunds, manage or cancel your subscription, and access your account — but you cannot make new bookings, buy, list or accept new services or Care Bundles, upgrade your plan, or start new conversations until you accept. Bookings and Care Bundles confirmed before the effective date remain governed by the Terms in force when they were confirmed.
If you create an account after an updated version is published, that version applies to you from the moment you accept it. If you do not agree to a change, you may delete your account at pethour.app/account/delete (Section 24). Corrections that do not change your rights or obligations, such as typographical fixes, may be made without notice.
This Section governs disputes between you and PetHour. Problems between an Owner and a Caregiver about a booking go to the Resolution Center (Section 23), and any remaining claim between members is between those members.
Before starting an arbitration or a small claims case, the party with a claim must send the other a written notice describing the claim and the relief it asks for, and both must try in good faith to resolve it for 30 days. Send your notice to support@pethour.app with the subject “Notice of dispute”, or by mail to the address in Section 34, including your name, the email address on your account, a description of the claim, and what you are asking for. The notice must be individual: it describes one person’s own claim and is signed by that person (and by their lawyer, if they have one); a notice that covers several people does not count for any of them. PetHour sends its notice to the email address on your account. During the 30 days either party may ask for an individual phone or video call to try to settle the claim, and you may bring a lawyer. If the claim is not resolved within 30 days after the notice is received, either party may start an arbitration or a small claims case. Any time limit for bringing the claim is paused during those 30 days.
Starting an arbitration. A demand for arbitration, by you or by PetHour, must give the claimant’s name and the email address on the account, the claims and the facts they rest on, the relief sought and a good-faith estimate of its amount, and a statement that the notice step above was completed; it must be signed by the claimant personally and, if they have a lawyer, by the lawyer too. By signing, a lawyer confirms that, to the best of their knowledge after a reasonable inquiry, the demand is not brought for an improper purpose and its claims and facts have support — the standard of Federal Rule of Civil Procedure 11(b).
Except as Section 26.3 provides, you and PetHour agree to resolve any dispute, claim, or controversy between you and PetHour by final and binding arbitration before a single arbitrator, instead of in court. This covers anything arising out of or relating to these Terms, the platform, your account, or your dealings with PetHour, whatever the legal theory and whether it arose before or after you accepted these Terms. It also covers any such claim you bring against another PetHour Party (Section 1) — for example one of PetHour’s members, managers, or employees — and any such claim one of them brings against you; each of them may enforce this Section 26, including Section 26.4, as if it were PetHour. The arbitration is administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules, as modified by this Section (the rules are at adr.org). The arbitrator decides every question about the scope and enforceability of this agreement to arbitrate, except that a court decides any question about the validity or enforceability of Section 26.4. The arbitrator may award any individual relief a court could award, must follow these Terms as a court would, and gives a written decision; judgment on the award may be entered in any court with jurisdiction. An award binds only the parties to that arbitration: no ruling in another member’s arbitration binds you or PetHour, except as the law requires. This Section is governed by the Federal Arbitration Act (9 U.S.C. § 1 et seq.). If a court decides that the Federal Arbitration Act does not apply to a claim, this Section is enforced under the Virginia Uniform Arbitration Act (Va. Code § 8.01-581.01 et seq.).
Either party may instead: (a) bring an individual claim in small claims court, if it qualifies and stays there; (b) bring a claim in court to stop the infringement or misuse of its intellectual property, such as copyrights, trademarks, or trade secrets; and (c) ask a court for emergency or temporary relief to keep matters as they are while an arbitration is pending. This Section does not apply to any claim that the law does not allow to be arbitrated by agreement. If a court case includes claims that must be arbitrated and claims that need not be, the claims in court wait until the arbitration has finished.
You and PetHour may bring claims against each other only individually, and not as a plaintiff or class member in any class, collective, consolidated, or representative proceeding. The arbitrator may award relief only to the individual party seeking it and only as far as that party’s own claim requires, and may not combine more than one person’s claims except as Section 26.7 provides. If a court finally decides that this paragraph cannot be enforced for a particular claim or request for relief (for example a request for public injunctive relief), that claim or request alone is separated and decided by a court under Section 26.10 after the individual arbitration of everything else has finished — never in a class arbitration. Where a claim between you and PetHour is decided in court rather than in arbitration, you and PetHour each waive the right to a jury trial, to the extent the law allows.
PetHour pays the AAA’s filing, administration, and arbitrator fees, on time as the AAA and the law require, except that if you start the arbitration you pay a filing fee no greater than the lower of the AAA’s consumer filing fee and the fee you would have paid to file the claim in the court where you live. Each party pays its own attorneys’ fees and costs unless the law under which the claim is brought provides otherwise. PetHour will not seek its attorneys’ fees or costs from you unless the arbitrator finds that your claim was frivolous or brought for an improper purpose.
Hearings take place by video conference or telephone unless the arbitrator decides an in-person hearing is needed; an in-person hearing takes place in the county where you live or, if you prefer, in Fairfax County, Virginia. If your claim is for $10,000 or less, you may choose to have it decided on written submissions alone.
If 25 or more similar claims are filed against PetHour, or by PetHour, by the same or coordinated counsel or claimants: (a) the claims are filed and administered in batches of up to 100, in the order they were filed; each batch is decided by one arbitrator, with one set of filing, administration, and arbitrator fees per batch, which PetHour pays as Section 26.5 provides; (b) a procedural arbitrator, paid by PetHour, decides any disagreement about whether claims are similar, how they are batched, and fees; (c) the AAA’s Mass Arbitration Supplementary Rules apply where they are consistent with this Section; and (d) the time limit for bringing each claim is paused while it waits to be heard. Nothing in this Section prevents any claimant from having their individual claim decided, or from settling it at any time, and a court may enforce this Section.
You may opt out of this agreement to arbitrate by sending a notice within 30 days after you first accept Terms that contain it: email support@pethour.app with the subject “Arbitration opt-out”, or write to the address in Section 34, giving your name, the email address on your account, and a clear statement that you opt out of arbitration. The notice must come from you personally (or your legal guardian); an opt-out sent by an agent or a lawyer on behalf of several people at once is not valid. We record each opt-out on your account and email you a confirmation. Opting out changes nothing else in these Terms; disputes between you and PetHour then go to court under Section 26.10. If you opted out before, you do not need to do so again.
If PetHour changes this Section 26 in a way that affects you (other than PetHour’s contact details), you may reject the change by notice to PetHour, sent as in Section 26.8, within 30 days after it takes effect; the last version of this Section you accepted then keeps applying to you. A change never applies to a claim that either party gave notice of under Section 26.1 before the change took effect.
These Terms, and any dispute between you and PetHour, are governed by the laws of the Commonwealth of Virginia, United States, without regard to conflict-of-law principles, except that this Section 26 is governed by the Federal Arbitration Act as Section 26.2 describes. A claim that is not arbitrated — because you opted out, because it falls under Section 26.3, or because a court decides it may not be arbitrated — must be brought exclusively in the state or federal courts located in Fairfax County, Virginia, except that either party may bring an individual small claims case in the small claims court where you live. You and PetHour consent to personal jurisdiction in those courts and waive any objection to venue there.
“Your Content” means everything you post, upload, send, or record on PetHour — for example your profile, photos and galleries, pet profiles, reviews and responses, messages and voice messages, and the visit photos, videos, voice notes, checklists, and notes captured during a booking. You keep ownership of Your Content.
License to PetHour. You grant PetHour a worldwide, non-exclusive, royalty-free, fully paid, transferable, and sublicensable license to host, store, copy, adapt (for example resize, crop, watermark, transcode, transcribe, or combine into a Visit Movie or route animation), translate, publish, display, perform, distribute, and create derivative works of Your Content, in any media now known or later developed, to operate, provide, improve, and promote PetHour, including in marketing and advertising — always within the limits of our Privacy Policy. PetHour may sublicense these rights to its service providers, and to those who help it promote PetHour, only for these purposes. The license is perpetual and irrevocable, except as the next paragraph provides.
When content is deleted. When Your Content is deleted — by you, by PetHour, at the end of a retention period, or because you delete your account — PetHour stops using it to operate the platform, except for content the Privacy Policy says is kept (for example reviews, shown as from “Former member”); the messages you sent are erased. Promotional materials that already included Your Content before it was deleted may continue to be used.
Name, likeness, and voice. To the extent Your Content includes your name, likeness, image, or voice, you allow PetHour to use them together with Your Content under this license, and you release PetHour from claims, known or unknown, under privacy or publicity rights arising from that use.
Your promises. You confirm that you own Your Content or have every right and permission needed to grant this license — including the consent of any person who can be identified in it and, for photos of someone else’s pet or home, of its owner (for visit media of a booking, the Owner gives that consent by booking, within the limits of Section 15) — and that Your Content, and PetHour’s use of it under these Terms, does not infringe anyone’s rights or break the law.
Our role. PetHour does not claim ownership of Your Content and does not endorse it. PetHour may, but has no duty to, review, screen, or remove Your Content, and may remove or disable access to any of it that it believes breaks these Terms or the law (reviews only on the grounds in Section 30). PetHour is not a backup service: keep your own copies of anything that matters to you. You can download a copy of your data at any time (Privacy Policy, Section 7); visit media is deleted 12 months after the visit (Privacy Policy, Section 6).
PetHour respects intellectual property rights and responds to notices of claimed copyright infringement under the Digital Millennium Copyright Act (17 U.S.C. § 512).
Sending a notice. If you believe content on PetHour infringes a copyright you own, or are authorized to act for, send our designated agent a notice that includes: (a) your physical or electronic signature; (b) identification of the copyrighted work (or, for several works, a representative list); (c) identification of the material you claim is infringing, with enough information for us to find it, such as its address on PetHour; (d) your name, postal address, telephone number, and email address; (e) a statement that you believe in good faith that the use is not authorized by the copyright owner, its agent, or the law; and (f) a statement that the information in the notice is accurate and, under penalty of perjury, that you are the owner or are authorized to act for the owner. Send it through our Contact page (choose “Copyright / DMCA”; no account needed), by email to support@pethour.app, or by mail to: ITPro Solutions LLC, Attn: Copyright Agent, 1639 Sunstone Dr, Tysons, VA 22102, United States.
Counter-notice. If your content was removed and you believe that was a mistake or a misidentification, you may send our agent a counter-notice that includes: your physical or electronic signature; identification of the removed material and where it appeared before it was removed; a statement under penalty of perjury that you believe in good faith that it was removed because of a mistake or misidentification; your name, address, and telephone number; and a statement that you consent to the jurisdiction of the federal district court for your address and will accept service of process from the person who sent the original notice or their agent. We send a copy to that person and may restore the material 10 to 14 business days after receiving your counter-notice, unless they tell us they have filed a court action to stop the infringement.
Repeat infringers. PetHour terminates, in appropriate circumstances, the accounts of members who repeatedly infringe others’ copyrights.
Under 17 U.S.C. § 512(f), anyone who knowingly and materially misrepresents that material is infringing, or that it was removed by mistake, may be liable for damages.
Our platform. The PetHour platform — its software, apps, website, design, text, and graphics, and the selection and arrangement of its content (other than Your Content and other members’ content) — and the PetHour™ name, logos, and other marks belong to ITPro Solutions LLC or its licensors and are protected by intellectual property laws. Subject to these Terms, PetHour gives you a limited, personal, non-exclusive, non-transferable, revocable license to use the platform for its intended purpose. You must not copy, modify, distribute, sell, or lease any part of it; reverse-engineer it or try to extract its source code, except where the law allows that despite this restriction; or remove any proprietary notice.
Our name. You must not use the PetHour name or logos, or any confusingly similar name or mark, in a business name, domain name, social media handle, advertisement, or product without PetHour’s prior written permission. A Caregiver may say truthfully that they offer their services on PetHour and link to their PetHour profile.
Feedback. If you send PetHour suggestions, ideas, or other feedback, PetHour may use them for any purpose without restriction, payment, or credit to you.
Reviews help members choose, so they must be honest and real.
Nothing in these Terms limits your right to give an honest review or opinion of a member, of PetHour, or of anything else, on PetHour or anywhere else.
PetHour works with other companies’ services. Their own terms govern those services, PetHour is not responsible for them, and using the parts of PetHour that rely on them means you also agree to the following.
Links. PetHour, and what members post on it, may link to other websites. A link is not PetHour’s endorsement of the site or of anything on it; PetHour does not control those sites and is not responsible for their content, products, or privacy practices.
Neither PetHour nor you is responsible for a delay or failure to perform these Terms caused by events beyond reasonable control — for example natural disasters, severe weather, fire, flood, epidemics, war, terrorism, civil unrest, strikes, government orders, power, internet, or telecommunications failures, cyberattacks, or outages of services PetHour relies on (such as payment, messaging, hosting, or mapping providers). This does not excuse a payment that is already due. During such an event PetHour may, at its discretion, allow cancellations, refunds, or credits that Section 9 would not otherwise provide; doing so once does not oblige it to do so again.
Questions about these Terms, and notices under them (including Section 26): support@pethour.app. Copyright notices: Section 28.
By mail: ITPro Solutions LLC, 1639 Sunstone Dr, Tysons, VA 22102, United States.
Notice to California residents. Under California Civil Code § 1789.3, California users are entitled to this consumer rights notice: the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs may be contacted in writing at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by telephone at (916) 445-1254 or (800) 952-5210.