Terms and Conditions

Effective Date: 10/09/26
Last Updated: 10/09/26

These Terms and Conditions (“Terms”) govern your use of the Paw Partners website, mobile application (“App”), booking tools, communications channels, and pet-related services (collectively, the “Services”).

Please read these Terms carefully before using our Services. By accessing, downloading, registering for, booking through, or otherwise using the Services, you confirm that you have read, understood, and agree to be bound by these Terms.

If you do not agree to these Terms, you must not use the Services.

1. Who We Are

Paw Partners is a pet service provider operating in South Africa. We offer pet-related services, bookings, communications, and customer support through our website, App, email, WhatsApp, telephone, and other authorised digital channels.

Paw Partners forms part of the group of companies of:

Richard Reid Enterprises (IOM) Limited
18 Bowling Green Road
Castletown
Isle of Man
IM9 1EB

Richard Reid Enterprises (IOM) Limited may provide administrative, operational, technology, financial, customer support, management, compliance, or other services to Paw Partners.

Contact Details

• Email: hello@pawpartners.co.za
• Phone / WhatsApp: 066 423 2422
• Postal Address: 13 Cherry Street, Newlands, Cape Town, South Africa, 7700

2. Definitions

In these Terms:

• “App” means the Paw Partners mobile application and its associated features, booking tools, account functions, notifications, content, and communications.
• “Booking” means a request for, reservation of, or confirmed appointment for Services.
• “Customer”, “you”, or “your” means the person using the Services, creating an account, making a Booking, or accepting these Terms.
• “Pet” means any animal registered, submitted, booked, or presented for a Paw Partners service.
• “Services” means the pet-related services, website, App, booking tools, communications, content, and support provided or facilitated by Paw Partners.
• “Service Provider” means Paw Partners, its employees, contractors, partners, or third-party providers involved in delivering Services.
• “We”, “us”, “our”, or “Paw Partners” means Paw Partners and, where applicable, Richard Reid Enterprises (IOM) Limited.

3. Eligibility

You may use our Services only if:

• You are at least 18 years old;
• You have the legal authority to enter into a binding agreement; and
• You are the lawful owner, caretaker, or authorised representative of the Pet for which you are making a Booking.

If you make a Booking on behalf of another person, you confirm that you have authority to accept these Terms on their behalf.

4. Our Services

Paw Partners provides and/or facilitates pet-related services, including booking, customer communication, and related support.

The Services available to you may vary by location, the nature of your Pet, availability, operational capacity, weather conditions, Service Provider availability, and other relevant factors.

We may change, suspend, withdraw, or discontinue any Service, feature, content, pricing, availability, or functionality at any time where reasonably necessary. We will use reasonable efforts to notify you where a change materially affects an existing confirmed Booking.

5. Website and App Use

You may use the website and App only for lawful, personal, and non-commercial purposes, unless we agree otherwise in writing.

You must not:

• Use the website or App in a way that is unlawful, fraudulent, harmful, abusive, or misleading;
• Attempt to gain unauthorised access to our systems, accounts, software, networks, or data;
• Interfere with the security, integrity, operation, or availability of the Services;
• Upload or transmit viruses, malware, harmful code, or content that may damage systems or data;
• Copy, reproduce, sell, resell, modify, reverse engineer, distribute, or exploit any part of the Services without our prior written permission;
• Use another person’s account or allow another person to use your account without authorisation;
• Provide false, inaccurate, incomplete, or misleading information;
• Use the App or website to send spam, unsolicited communications, abusive content, or content that infringes another person’s rights; or
• Use the Services for any purpose that may harm Paw Partners, other customers, Service Providers, or Pets.

We may suspend or terminate your access to the website, App, or Services if we reasonably believe that you have breached these Terms or created a risk to Paw Partners, another person, or a Pet.

6. Accounts and Account Security

Certain website or App features may require you to create an account.

You must:

• Provide accurate, complete, and current information;
• Keep your login details confidential;
• Promptly update your information if it changes;
• Notify us immediately if you suspect unauthorised use of your account; and
• Accept responsibility for activities carried out through your account, unless caused by our failure to take reasonable security measures.

We may suspend, restrict, or close accounts that contain false information, are inactive for a prolonged period, are used improperly, or are associated with a breach of these Terms.

You may request deletion of your account in accordance with our Privacy Policy.

7. Bookings and Availability

All Bookings are subject to availability and Paw Partners’ acceptance.

Submitting a booking request does not guarantee that a Booking has been confirmed. A Booking is confirmed only when you receive written confirmation from Paw Partners through the App, email, WhatsApp, SMS, or another authorised communication channel.

We may decline, cancel, or amend a Booking where reasonably necessary, including where:

• A Service Provider is unavailable;
• The requested Service is not suitable for your Pet;
• Required Pet information has not been provided;
• Health, safety, welfare, behavioural, operational, weather, travel, or capacity considerations apply;
• Payment has not been received or authorised;
• Information provided is inaccurate or incomplete; or
• There is a suspected breach of these Terms.

If we cancel a confirmed Booking for reasons within our reasonable control, we will seek to offer an alternative appointment or process a refund in accordance with our refund policy and applicable law.

8. Customer Responsibilities

You are responsible for:

• Providing accurate, complete, and current personal, booking, emergency-contact, veterinary, and Pet information;
• Informing us of your Pet’s medical conditions, medication, allergies, dietary needs, behaviour, aggression, anxiety, injuries, contagious conditions, and special-care requirements;
• Ensuring your Pet is appropriately vaccinated, treated for parasites, licensed, and otherwise compliant with applicable veterinary and legal requirements, where relevant to the Service;
• Ensuring your Pet is fit and suitable for the requested Service;
• Providing any necessary food, medication, equipment, identification, leads, harnesses, carriers, or other items, where required;
• Ensuring your Pet is securely restrained and safely handed over or collected, where applicable;
• Ensuring that an authorised adult is available for collection, drop-off, access, or communication as required;
• Complying with all reasonable instructions issued by Paw Partners or a Service Provider for the health, safety, and welfare of Pets and people; and
• Promptly informing us if any information previously provided changes.

You must not knowingly book Services for a Pet that presents an unreasonable risk to people, other animals, property, or Service Providers.

9. Pet Health, Behaviour, and Suitability

You confirm that all information provided about your Pet is true, accurate, complete, and up to date.

You must disclose any condition or circumstance that may affect your Pet’s suitability for Services, including:

• Aggression, biting, threatening behaviour, resource guarding, escape behaviour, or a history of attacks;
• Anxiety, fear, reactivity, or behavioural concerns;
• Medical conditions, injuries, allergies, medication requirements, or dietary restrictions;
• Pregnancy, recent surgery, illness, infection, parasites, contagious conditions, or vaccination status; and
• Any other condition that may affect your Pet’s health, welfare, handling, or interaction with people or animals.

We may refuse, stop, modify, or cancel Services if we reasonably believe that a Pet is unwell, unsafe, unsuitable for the Service, or likely to create a health, safety, or welfare risk.

You remain responsible for losses, costs, damages, injuries, or claims arising from your failure to disclose relevant information about your Pet, except to the extent caused by Paw Partners’ negligence or breach of applicable law.

10. Veterinary Emergencies

If we reasonably believe that your Pet requires urgent veterinary care, we may take reasonable steps to contact you, your emergency contact, or your nominated veterinarian.

If we are unable to reach you and urgent treatment appears reasonably necessary to protect your Pet’s health or welfare, you authorise us to seek veterinary advice or treatment on your Pet’s behalf.

You remain responsible for veterinary costs, medication costs, transport costs, and related expenses incurred in connection with emergency treatment, unless the need for treatment was directly caused by Paw Partners’ negligence or breach of these Terms.

We will make reasonable efforts to use your nominated veterinarian where practical. However, in an emergency, we may use another available veterinary provider if reasonably necessary.

11. Fees, Payments, and Pricing

We will communicate prices for Services through the website, App, booking system, quotation, invoice, or another approved communication channel.

Unless stated otherwise:

• All prices are quoted in South African Rand (“ZAR”);
• Prices may include or exclude VAT, as specified at the time of Booking;
• Payment must be made in the manner and by the deadline specified by Paw Partners;
• A Booking may not be confirmed until payment or a required deposit has been received;
• You authorise us and/or our approved payment service provider to process payments due for confirmed Bookings; and
• You are responsible for ensuring that payment details and available funds are correct.

We may change our pricing from time to time. Any revised pricing will normally apply to future Bookings and will not affect a confirmed Booking unless we notify you and you agree to the change, or the change is required by law.

If payment is declined, reversed, disputed, or not received when due, we may suspend or cancel a Booking, charge reasonable recovery costs where permitted by law, or require payment before providing further Services.

12. Cancellations, Rescheduling, Refunds, and No-Shows

Our cancellation, rescheduling, refund, and no-show rules may vary by Service and will be available during the booking process, in a quotation, confirmation message, invoice, or separate cancellation policy.

Unless otherwise stated in writing:

• You should give at least [insert notice period, e.g. 24 or 48 hours] notice to cancel or reschedule a Booking;
• Late cancellations may result in a cancellation fee or loss of a deposit;
• Failure to attend a scheduled Booking, be available for handover, provide access, or collect your Pet as agreed may be treated as a no-show;
• No-shows may result in a charge of up to [insert amount or percentage] of the applicable booking fee;
• Refunds, where applicable, will be processed using the original payment method where reasonably possible; and
• We may deduct reasonable non-refundable costs already incurred in relation to the Booking.

Nothing in these Terms limits any statutory rights you may have under applicable consumer-protection law.

13. Access to Premises

Where Services require access to your home, property, building, or other location, you are responsible for:

• Providing safe, lawful, and practical access;
• Supplying accurate entry instructions, keys, codes, access devices, alarm instructions, and contact details where applicable;
• Ensuring the premises are safe and reasonably suitable for the Service;
• Informing us of hazards, restrictions, security measures, other animals, or relevant risks; and
• Ensuring that you have the authority to permit access to the premises.

Paw Partners and Service Providers may refuse to enter, leave, pause, or cancel Services if they reasonably consider the premises unsafe, inaccessible, unlawful to enter, or unsuitable for the agreed Service.

You may be responsible for charges or costs resulting from unsuccessful access, unsafe conditions, inaccurate access instructions, or failure to make a Pet available.

14. Third-Party Service Providers

Some Services may be provided by employees, contractors, independent Service Providers, or third-party partners.

Where a third-party provider is involved, Paw Partners may act as a booking, administration, customer-service, technology, or payment facilitator. Paw Partners will communicate the specific role of Paw Partners and the relevant Service Provider, where applicable.

Third-party Service Providers are expected to meet applicable professional, safety, confidentiality, and service standards. However, where permitted by law, Paw Partners is not responsible for acts or omissions of independent third-party providers outside Paw Partners’ reasonable control.

Nothing in this section excludes liability that cannot lawfully be excluded.

15. Photos, Videos, and User Content

You may upload or share photographs, videos, documents, reviews, feedback, messages, or other content through the website, App, or our communication channels (“User Content”).

You confirm that:

• You own or have permission to share the User Content;
• The User Content is accurate and does not infringe another person’s rights;
• The User Content does not contain unlawful, defamatory, offensive, harmful, or inappropriate material; and
• You have obtained necessary consent from any identifiable person appearing in your User Content.

You retain ownership of your User Content. However, by submitting it to Paw Partners, you grant us a non-exclusive, worldwide, royalty-free licence to store, reproduce, use, display, and process that content only as reasonably necessary to operate, provide, promote, improve, and support the Services.

We will seek separate consent before using identifiable photographs or videos of you, your Pet, or your property for advertising, public marketing campaigns, or social-media promotion, unless another lawful basis applies.

We may remove User Content where we reasonably believe that it breaches these Terms, applicable law, or the rights or safety of another person.

16. Intellectual Property

All intellectual-property rights in the website, App, Services, branding, logos, designs, text, images, graphics, software, content, databases, and materials made available by Paw Partners are owned by or licensed to Paw Partners or Richard Reid Enterprises (IOM) Limited.

You may use the website and App for personal, lawful, non-commercial purposes only.

You may not copy, modify, reproduce, distribute, publish, sell, licence, reverse engineer, create derivative works from, or otherwise use our intellectual property without our prior written consent, except where permitted by law.

17. Privacy and Data Protection

We process personal information in accordance with our Privacy Policy.

By using our Services, you acknowledge that we may collect and process your personal information as described in our Privacy Policy, including information relating to you, your account, your Bookings, your Pet, emergency contacts, communications, device information, and use of the website and App.

Our Privacy Policy is available at: [Insert Privacy Policy URL].

18. Disclaimers

To the maximum extent permitted by applicable law:

• The website, App, and Services are provided on an “as available” and “as is” basis;
• We do not guarantee that the website or App will always be available, uninterrupted, error-free, secure, or free from viruses or other harmful components;
• We do not guarantee that all content, availability, pricing, or service information will always be complete, current, or error-free;
• Service outcomes may vary depending on the Pet, circumstances, customer instructions, weather, health, behaviour, third-party factors, and other matters outside our reasonable control; and
• Information made available through our website or App is general in nature and does not constitute veterinary, medical, legal, financial, or professional advice.

Nothing in these Terms excludes or limits any warranty, condition, right, or liability that cannot lawfully be excluded or limited.

19. Limitation of Liability

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence;
• Fraud or fraudulent misrepresentation;
• Liability that cannot lawfully be excluded or limited; or
• Any liability that applicable consumer-protection law does not permit us to exclude.

Subject to the above, and to the maximum extent permitted by law, Paw Partners, Richard Reid Enterprises (IOM) Limited, and their directors, employees, contractors, affiliates, and Service Providers will not be liable for any indirect, incidental, special, consequential, punitive, or economic loss, including loss of profit, loss of opportunity, loss of data, loss of goodwill, or business interruption.

Where Paw Partners is legally liable for a claim arising from a particular Booking or Service, our total liability will not exceed the total amount paid by you to Paw Partners for the specific Service giving rise to the claim during the 12 months before the event giving rise to the claim.

This limitation does not apply where it would be unlawful, unfair, or unreasonable.

20. Indemnity

To the maximum extent permitted by law, you agree to indemnify and hold harmless Paw Partners, Richard Reid Enterprises (IOM) Limited, and their directors, employees, contractors, affiliates, and Service Providers against claims, losses, damages, liabilities, costs, and expenses arising from:

• Your breach of these Terms;
• Inaccurate, incomplete, or misleading information supplied by you;
• Your failure to disclose relevant information concerning your Pet;
• Your Pet’s actions, behaviour, injury, illness, escape, or damage caused by your Pet; or
• Your misuse of the website, App, or Services.

This does not apply to the extent that a claim, loss, or damage was caused by Paw Partners’ negligence, wilful misconduct, or breach of applicable law.

21. Suspension and Termination

We may suspend, restrict, refuse, or terminate your access to the website, App, account, Bookings, or Services where reasonably necessary, including if:

• You breach these Terms;
• You provide false, inaccurate, or incomplete information;
• Your Pet presents a health, behaviour, safety, or welfare risk;
• Payment is outstanding, declined, reversed, or disputed;
• We suspect fraud, misuse, unlawful activity, or unauthorised access;
• Continuing to provide Services would create a risk to Paw Partners, a Service Provider, another customer, a Pet, or another person; or
• We are required to do so by law.

Termination or suspension does not affect rights or obligations that arose before termination, including payment obligations.

22. Changes to These Terms

We may update these Terms from time to time to reflect changes in our Services, website, App, operational practices, legal obligations, or business requirements.

We will publish any updated Terms on our website and, where appropriate, make them available through the App. The Last Updated date at the top of these Terms indicates when we most recently revised them.

If you continue to use our Services after updated Terms take effect, you will be treated as having accepted the updated Terms, to the extent permitted by law.

23. Governing Law and Disputes

The laws of South Africa govern these Terms, unless mandatory law in your country of residence requires otherwise.

Any dispute arising from or relating to these Terms, the website, the App, a Booking, or the Services will be subject to the jurisdiction of the courts of South Africa, unless applicable law provides otherwise.

Before starting formal legal proceedings, you agree to contact us first at hello@pawpartners.co.za and give us a reasonable opportunity to resolve the matter.

24. General Terms

Entire Agreement

These Terms, together with our Privacy Policy, any booking confirmation, service-specific terms, quotation, invoice, cancellation policy, and any written agreement between you and Paw Partners, form the agreement between you and Paw Partners regarding the applicable Services.

Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision will be limited or removed to the minimum extent necessary. The remaining provisions will remain in force.

No Waiver

If we do not enforce a provision of these Terms immediately, this does not mean that we waive our right to enforce it later.

Assignment

You may not transfer or assign your rights or obligations under these Terms without our prior written consent. We may transfer our rights and obligations to a group company, successor, purchaser, or business acquirer, provided that your rights are not materially reduced.

Electronic Communications

You agree that communications, notices, confirmations, and agreements may be provided electronically through the website, App, email, WhatsApp, SMS, or another authorised digital channel.

25. Contact Us

For questions about these Terms, your Booking, or the Services, please contact:

Paw Partners
Email: hello@pawpartners.co.za
Phone / WhatsApp: 066 423 2422

Postal Address:
Paw Partners
13 Cherry Street
Newlands
Cape Town
South Africa
7700