Aggressive & Unsafe Pet Behaviour Policy

A Service-Specific Policy forming part of the Pawkit Terms and Conditions and the Pawkit Provider Agreement

This Policy governs how Pawkit and Providers manage situations in which a Pet displays aggression, severe anxiety, high distress, or other unsafe behaviour during the provision of grooming, veterinary, veterinary nursing, or other related housecall Professional Services.

This Policy is intended to protect the safety and well-being of Pets, Pet Owners, and Providers, while setting out the applicable charging, refund, and handling rules where a Professional Service cannot proceed normally due to behavioural concerns.

This Policy forms part of the Agreement between Pawkit and the Pet Owner as a service-specific policy under Clause 7.9 (Service-Specific Notices and Consents) and Clause 11.11 of Pawkit’s Terms and Conditions, and applies to the Provider as a Service-Specific Policy under Section 16.3 of the Pawkit Provider Agreement.

Attribution of judgement. Except where this Policy expressly states otherwise, every assessment of a Pet’s behaviour or safety, and every decision to modify, pause, or terminate a Professional Service, is made by the Attending Provider in their own professional judgement — consistent with Clause 3.3 of Pawkit’s Terms and Conditions and Section A3 (Professional Judgement) of Schedule A to the Pawkit Provider Agreement. Pawkit’s role under this Policy is administrative and facilitative, including booking coordination, communication, payment collection, administration of applicable fees and refunds, and maintenance of Platform records, in accordance with Clause 10.2 (Payment Authorisation), Clause 7.3 (Pricing and Additional Work) and Clause 10 (Payments) of the Terms and Conditions, and the Refund Authority provisions of the Pawkit Provider Agreement. Pawkit does not exercise professional, clinical, or technical judgement regarding the Pet or the Professional Services.

DEFINITIONS

For the purposes of this Policy, and unless the context otherwise requires, capitalised terms have the meanings given in Pawkit’s Terms and Conditions and the Pawkit Provider Agreement. In addition:

"Pawkit" means Pawkit Pte. Ltd., operating the Platform as described in Pawkit’s Terms and Conditions. For the avoidance of doubt, “Pawkit” does not include any Provider. A Provider is an independent contractor and is not Pawkit’s employee, general agent, or representative (see Clause 4.1 of the Terms and Conditions and Section 2 of the Pawkit Provider Agreement).

"Provider" means the individual or practice identified as the contracting Provider in the Provider’s Pawkit account, as defined in Pawkit’s Terms and Conditions and the Pawkit Provider Agreement.

"Attending Provider" means the individual Veterinarian, Groomer, Veterinary Nurse or other approved professional who personally attends to and performs the Professional Service, whether acting in their own capacity or on behalf of a Provider practice.

"Pet Owner" means the individual who books, requests, or pays for the Professional Service, as defined in Pawkit’s Terms and Conditions.

"Pet" means the animal(s) presented for the Professional Service.

"Professional Services" has the meaning given in Pawkit’s Terms and Conditions, and for the purposes of this Policy includes grooming, veterinary, veterinary nursing, and related housecall services.

1. Core Principle

The safety and well-being of the Pet, Pet Owner, and Attending Provider are the highest priority at all times.

The Attending Provider reserves the right, in their own professional judgement, to modify, pause, or terminate any Professional Service where the Pet’s behaviour, stress level, handling difficulty, or surrounding circumstances make it unsafe or inappropriate to continue. Pawkit administers the resulting fees, refunds, and Platform records in accordance with this Policy.

The fact that a Professional Service is partially or fully completed does not necessarily mean that the Pet was easy to handle, or that additional handling fees do not apply. Fees may be determined by the Attending Provider based on the level of difficulty, restraint, time, risk, and operational disruption involved, and not solely by whether the Professional Service was ultimately completed.

2. Definition of Aggression, Severe Stress, and Unsafe Behaviour

For the purposes of this Policy, aggression, severe stress, or unsafe behaviour includes, but is not limited to, any of the following:

biting or repeated attempts to bite;
lunging at the Attending Provider;
snapping, swatting, or scratching with intent or repeated force;
severe resistance to handling, restraint, or positioning;
sustained growling, snarling, hissing, or other aggressive warning behaviour;
escape attempts that create a risk of injury to the Pet, Pet Owner, or Attending Provider;
excessive vocalisation indicating high distress, including screaming or prolonged yelping;
freezing, trembling, cowering, or panic responses to the extent that safe handling is not possible;
inability to safely apply or maintain reasonable restraint tools where required, including towel wrapping, muzzling, or controlled positioning;
behaviour that materially compromises the safety, welfare, or feasibility of the Professional Service.

The Attending Provider is responsible for assessing, classifying, and determining the severity of such behaviour based on their own observations and professional judgement. Pawkit administers the corresponding fee, refund, or handling outcome under this Policy based on the Attending Provider’s assessment.

3. Pet Owner Disclosure Requirement

Pet Owners are required to accurately and fully disclose any known aggression, fear, anxiety, handling difficulty, or behavioural concerns at the time of booking.

This includes, but is not limited to, disclosure of:

prior biting or scratching incidents;
previous failed grooming or veterinary visits;
need for sedation, anxiety medication, or additional restraint in the past;
severe fear of handling, clipping, nail trimming, injections, restraint, transport, or strangers;
any known triggers that may affect the Pet’s ability to tolerate the Professional Service safely.

Accurate disclosure is important to allow Pawkit to:

facilitate matching with an available Provider based on the information disclosed by the Pet Owner;
enable the Attending Provider to determine whether the requested Professional Service is appropriate or whether a different approach may be required;
enable the Attending Provider to recommend pre-visit medication, sedation planning, or nurse assistance where relevant;
ensure the correct handling equipment, manpower, and time allocation are arranged.

Failure to disclose relevant behavioural information may result in:

reduced refund eligibility;
no refund eligibility in applicable situations;
additional handling, difficulty, or attempt-based charges;
rescheduling into medical grooming or other higher-control service types;
future service restrictions or special conditions.

4. Upfront Disclosure of Aggression and Fee Awareness

Where a Pet Owner discloses aggression or handling difficulty in advance, Pawkit may advise that additional handling or attempt-based fees may still apply, depending on the severity observed by the Attending Provider during the appointment. Advance disclosure improves matching, preparation, and safety planning, but does not waive any fee otherwise chargeable under this Policy — including, as set out in Section 1, where the Professional Service is ultimately completed.

Approval before additional charges. Fees within the published fee structure of this Policy are covered by the Pet Owner’s advance approval under Section 9, which also sets out when separate approval is required. This reflects Clause 7.3 of Pawkit’s Terms and Conditions, which allows advance approval of fees published in an accepted service-specific policy: the safety exception to prior approval applies only where immediate action is genuinely necessary to protect the welfare of the Pet or the safety of any person, and not merely because the Attending Provider encountered aggression during the session.

5. Definition of Service Attempt

Attempt-based charges are not charges for an additional Professional Service. They represent the applicable charge or refund treatment for the originally booked Professional Service, where attendance and a service attempt have occurred but the Professional Service could not be completed safely. This distinguishes an attempt-based charge from an additional charge for extra work actually performed, which is governed by Clause 7.3 of Pawkit’s Terms and Conditions and the advance-approval provisions in Section 9 of this Policy.

A service attempt is considered valid once the Attending Provider has:

arrived at the service location; and
commenced active assessment, handling, restraint, or procedural preparation in relation to the Pet.

For the purposes of this Policy, attempt duration is measured from the start of active handling or procedure preparation, and not merely from arrival or general discussion.

Where a Professional Service cannot proceed due to aggression, severe stress, or unsafe handling conditions, applicable minimum attempt, transport, difficulty, or handling fees may apply regardless of whether the duration of the attempt was brief, provided the Attending Provider had reasonably commenced the service and the session was halted for safety reasons. This is necessary because early termination for safety may still involve:

travel and time allocation;
professional attendance;
service disruption;
risk exposure;
case assessment;
preparation of equipment, consumables, or workflow.

The specific fee amounts applicable to each type of Professional Service are set out in Section A (Grooming Services) and Section B (Veterinary & Veterinary Nursing Services). For an additional Pet in a multi-Pet veterinary Booking specifically, Section B6 sets out a dedicated attempt-fee structure — including a full refund for a minimal attempt — which applies in place of the general minimum-fee principle in this Section 5, reflecting that attendance and travel costs for that Booking are already covered by the primary Pet’s charge.

6. Multi-Pet Bookings

For Bookings involving more than one Pet, each Pet will be assessed, handled, and charged individually. Accordingly:

Professional Services completed for one Pet remain fully chargeable, regardless of the outcome for any other Pet in the same Booking;
where a Pet cannot be safely handled, the applicable service-specific attempt and refund rules under this Policy will apply to that Pet, as determined by the Attending Provider’s assessment of severity; for additional Pets in multi-Pet veterinary or veterinary nursing Bookings, Section B6 applies;
refunds, where applicable, are assessed only in relation to the affected Pet;
the housecall attendance, travel, and time allocation remain chargeable once the appointment has commenced.

SECTION A — GROOMING SERVICES

This Section A applies where the assigned Provider’s Provider Type is Groomer, as set out in Schedule B to the Pawkit Provider Agreement.

A1. Grooming Aggression Fee Structure

Where a Pet displays aggression, severe resistance, or unsafe grooming behaviour during a grooming session, the Attending Provider determines the applicable aggression handling fee in accordance with the fee structure below, based on the behaviour and handling difficulty observed during the appointment. Pawkit administers the resulting charge through the Platform.

Mild Aggression — S$25

This may apply where the Pet shows manageable but non-standard resistance, such as:

light hissing;
mild swatting;
restlessness or resistance that remains manageable with routine handling;
minor stress or reactivity requiring additional care but not significant restraint.

Moderate Aggression — S$50

This may apply where the Pet shows more significant handling difficulty, such as:

attempted biting or scratching;
repeated resistance to handling;
need for more substantial restraint, repositioning, or control;
behaviour requiring significantly more time, caution, or effort than a standard appointment.

Severe Aggression — Up to S$130

This may apply where the Pet presents substantial handling risk or grooming cannot safely proceed, including:

persistent attempts to bite, scratch, or attack;
highly unsafe resistance to handling;
serious operational disruption;
need to terminate the appointment for safety reasons;
situations involving heightened risk of injury to the Pet, Pet Owner, or Attending Provider.

Where the severity of aggression results in exceptional handling risk, attempted injury, actual injury, or major disruption, the total applicable aggression-related charge may be up to S$130.

The applicable fee may be charged in accordance with the Pet Owner’s advance approval under Section 9 and the fee structure set out above.

The refund and charging rules in Sections A2 and A3 below are pre-agreed, service-specific consequences of the behavioural and handling circumstances described in this Policy. They do not constitute, and should not be treated as, an assessment by Pawkit of the professional or technical quality of the Provider’s work, which remains a matter for the Provider under the Pawkit Provider Agreement.

A2. Aggression Disclosed in Advance

Where aggression, anxiety, or handling difficulty has been disclosed in advance, Pawkit may still proceed with the Booking, subject to the following:

the Pet Owner understands that aggression handling fees may still apply based on severity observed by the Attending Provider;
the disclosed behaviour does not guarantee that the Pet can be safely groomed;
the disclosed behaviour does not prevent the appointment from being chargeable if the Pet remains unsafe to handle.

The purpose of advance disclosure is to improve matching, preparation, and safety planning. It does not waive handling fees or guarantee that the Pet will tolerate the service.

(a) Full Grooming Completed

If the grooming service is completed, the full service fee remains chargeable. In addition, an aggression handling fee may still apply based on the level of difficulty encountered during the session, as assessed by the Attending Provider.

(b) Partial Grooming Completed

If part of the grooming service is completed but some components cannot be safely finished:

the completed components remain chargeable;
any aggression handling fee may still apply based on the severity observed by the Attending Provider;
any refund for uncompleted items will be calculated based on Pawkit’s applicable à la carte pricing structure, where relevant.

If no grooming can be completed despite reasonable attendance and attempt:

a minimum S$25 charge will apply;
the final applicable charge may be higher if the aggression observed by the Attending Provider falls within the moderate or severe tiers;
the remaining balance, if any, will be refunded accordingly.

Where safe to do so, the Attending Provider will make a reasonable attempt to assess or handle the Pet before determining that the session cannot proceed.

A3. Aggression Not Disclosed

Where aggression, significant anxiety or known handling difficulty was not disclosed at the time of booking, the following charging and refund rules apply.

(a) Less Than 50% of Grooming Completed

If less than 50% of the booked grooming service is completed, up to S$100 of the amount already paid for that Pet’s grooming service will be non-refundable as a handling, attendance and service-attempt charge. Any amount paid above S$100 will be refunded.

Where the amount paid for that Pet’s grooming service is less than S$100, the entire amount paid will be non-refundable, but no additional amount will be charged solely to bring the total to S$100.

(b) 50% or More, but Less Than 100%, of Grooming Completed

If 50% or more, but less than 100%, of the booked grooming service is completed, the full grooming service fee will be non-refundable.

If the full booked grooming service is completed, the full grooming service fee is payable. The Attending Provider may also charge the applicable aggression handling fee under Section A1, based on the behaviour and handling difficulty observed during the session. That fee is charged in addition to the grooming service fee, which pays for the grooming itself, and falls within the Pet Owner’s advance approval under Section 9.

(d) Relationship with Aggression Handling Fees

Under paragraphs (a) and (b), the non-refundable amount includes any applicable aggression handling fee and is not charged in addition to it. Under paragraph (c), the aggression handling fee is charged in addition to the grooming service fee, as described there. Any other additional charge may apply only where it falls outside the amount already paid, has been clearly communicated and approved by the Pet Owner in accordance with this Policy, or is otherwise permitted under Pawkit’s Terms and Conditions.

A4. Grooming Safety and Minor Injury Acknowledgement

The Attending Provider reserves the right to halt the session at any time if it becomes unsafe or inappropriate to proceed.

Appropriate handling methods, restraint tools, and de-escalation practices may be used where suitable. However, some Pets may still remain unsafe to groom despite reasonable efforts.

Pet Owners acknowledge that minor grooming-related injuries may occasionally occur, especially where the Pet is moving excessively, resisting handling, or reacting unpredictably. Such injuries may include, but are not limited to: nail quicking, small clipper nicks, minor scissor nicks, and clipper irritation.

This acknowledgement does not remove the Attending Provider’s obligation to act reasonably, but recognises that grooming an aggressive, fearful, or highly reactive Pet carries a materially increased handling risk.

SECTION B — VETERINARY & VETERINARY NURSING SERVICES

This Section B applies where the assigned Provider’s Provider Type is Veterinarian (Schedule A) or Veterinary Nurse (Schedule C) to the Pawkit Provider Agreement.

B1. Veterinary Service Attempt and Safety

The Attending Provider will make a reasonable effort to complete the requested Professional Service, taking into account:

the nature of the appointment;
the Pet’s medical condition;
the Pet’s behaviour and tolerance for handling;
the overall safety of the environment and persons present.

The Attending Provider reserves the right to modify, pause, or terminate the session at their own professional discretion if it is unsafe or inappropriate to continue.

Veterinary and veterinary nursing services often involve procedures that require precise, controlled, and safe handling. Where a Pet is too aggressive, distressed, or unsafe to manage, completion of the intended Professional Service may not be possible during that visit.

B2. Fees and Refunds for Veterinary Services

Where a veterinary or veterinary nursing Professional Service cannot proceed due to aggression, severe distress, or unsafe handling conditions, as assessed by the Attending Provider:

time, travel, professional attendance, and case assessment remain chargeable;
refunds, if any, will be limited to amounts exceeding the applicable attempt-based charges and any consumables or medications used.

The Attending Provider determines the applicable attempt-based fee in accordance with the framework set out in Section B6 below, based on their record of the attempt. Pawkit administers the resulting charge through the Platform. The use of pre-visit anxiety medication or prior disclosure does not guarantee that a service will be completed successfully or make the visit refundable if the Pet remains unsafe to handle.

B3. Pet Owner Responsibilities and Assistance

Pet Owners are required to:

disclose any known aggression, behavioural reactivity, or prior handling difficulty;
ensure that a responsible adult (aged 18 or above) is present during the appointment;
ensure that the attending adult is physically capable of assisting with basic handling of the Pet if required;
follow all reasonable pre-visit instructions provided by Pawkit or the Attending Provider.

Where appropriate, the Attending Provider may request assistance from the Pet Owner to facilitate handling during the session. However:

owner assistance must only be provided where it is safe and appropriate to do so;
Pawkit does not require or permit Pet Owners to restrain or handle Pets where there is a risk of injury;
the Attending Provider may decline, limit, or discontinue owner-assisted handling at any time where it is deemed unsafe or clinically inappropriate.

Where the Pet is assessed by the Attending Provider to be unsafe to handle, even with reasonable assistance, the Professional Service may be modified, paused, or terminated, and applicable charges will still apply in accordance with this Policy.

B4. Owner-Assisted Handling Disclaimer

Where a Pet Owner voluntarily assists with handling at the Attending Provider’s request or with the Attending Provider’s agreement, the Pet Owner acknowledges the inherent risks associated with handling an anxious, reactive, or aggressive Pet. Any liability arising from such handling remains subject to the applicable liability provisions of Pawkit’s Terms and Conditions and the Professional Services Agreement.

B5. Recommended Preparations for Reactive or Anxious Pets

For Pets known or suspected to be anxious, reactive, or difficult to handle, additional preparation may be appropriate. Depending on the circumstances, the Attending Provider or a consulting Provider may recommend pre-visit medication, sedation planning, or other clinical measures. Pawkit may facilitate teleconsultation, nurse assistance, or other arrangements where requested or recommended.

The use of pre-visit anxiety medication does not guarantee that the service can be completed safely or successfully. Where aggression or handling difficulty is disclosed in advance, and recommended measures are either declined or ultimately prove ineffective, the session will remain chargeable in accordance with the applicable attempt-based fee structure.

B6. Additional Pet Attempt Fees for Multi-Pet Veterinary Bookings

Where a veterinary or veterinary nursing Booking involves more than one Pet, and an additional Pet cannot be safely handled after the primary Pet has already been attended to, the following attempt-based fee structure applies to the affected additional Pet, based on the Attending Provider’s record of the attempt.

The Attending Provider must keep a record of each attempt, through the Platform where available, stating: the start and end time of the attempt; what was attempted; any restraint or preparation performed; the behaviour observed; why it became unsafe to continue; and any consumables, medications or procedural materials used. The time thresholds in this Section B6 are applied by reference to that record.

(a) No Attempt or Minimal Attempt — 3 Minutes or Less

Where the Attending Provider does not attempt, or attempts for 3 minutes or less of active handling or procedure preparation, in relation to an additional Pet, the service amount for that Pet will be refunded in full, less any consumables, medications, or procedural materials used, which remain chargeable in accordance with the paragraph below.

(b) Active Attempt Up to 15 Minutes

Where the Attending Provider’s attempt exceeds 3 minutes but does not exceed 15 minutes of active handling or procedure preparation, no refund will be provided for that Pet’s service amount.

Where the Attending Provider’s attempt exceeds 15 minutes of active handling or procedure preparation, no refund will be provided, and an additional charge of S$80 will apply for each 15-minute period, or part thereof, beyond the first 15 minutes. Charges under this paragraph (c) form part of the published fee structure and are covered by the Pet Owner’s advance approval under Section 9.

Any consumables, medications, or procedural materials used will be charged accordingly, in addition to the above, regardless of the applicable tier.

B7. Operational Limitations for Housecall Veterinary and Veterinary Nursing Services

Pet Owners acknowledge that Veterinarian and Veterinary Nurse Providers offering Professional Services through the Pawkit Platform typically attend housecall appointments alone unless additional manpower has been specifically arranged. Accordingly, cases involving significant aggression, major restraint difficulty, severe fear or panic, unsafe environments, or Pets requiring multi-person handling may not be suitable for a standard solo housecall visit.

Based on information provided by the Pet Owner and/or the Attending Provider’s assessment, Pawkit may apply operational booking conditions, including requiring additional manpower, a different service arrangement, or an appropriate assessment or safety plan from a Veterinarian before facilitating a further Booking. Any decision concerning medication, dosage, sedation or clinical management is made solely by the relevant Veterinarian exercising independent professional judgement.

B8. Undisclosed Aggression in Veterinary and Veterinary Nursing Cases

Where material aggression or handling difficulty was not disclosed in advance, any refund shall be limited to the amount, if any, remaining after deducting the applicable attempt-based charge and the cost of any medications, consumables or procedural materials used. Nothing in this Section overrides the specific additional-Pet refund calculation in Section B6. Future service conditions may also be imposed in accordance with Section 7 (Future Service Restrictions and Case Flagging).

7. Future Service Restrictions and Case Flagging

Where a Pet has demonstrated significant aggression, severe distress, repeated handling failure, or unsafe unpredictability, Pawkit reserves the right — informed by reports from the Attending Provider and the Pet’s service history — to impose future service conditions, including but not limited to:

restriction from standard grooming services;
requirement for medical grooming or vet-assisted grooming arrangements;
requirement for nurse assistance or additional manpower during veterinary or veterinary nursing visits;
requirement for an appropriate assessment or safety plan from a Veterinarian before a further Booking is facilitated;
case-by-case review before future bookings are accepted.

These measures are intended to protect the welfare of the Pet, the Pet Owner, and Pawkit’s Providers.

Any decision concerning medication, dosage, sedation or clinical management is made solely by the relevant Veterinarian exercising independent professional judgement.

8. Documentation During Aggressive Behaviour

Where reasonably practicable and safe, the Attending Provider may request the Pet Owner’s consent to photograph or record the Pet’s behaviour for incident documentation, service review or dispute resolution. Recording should be limited to the Pet, the relevant behaviour and the service being performed. The Attending Provider must avoid recording persons, conversations or areas of the home that are not reasonably necessary for that purpose.

Except where documentation is reasonably necessary following an actual safety incident, photographs or recordings must not be taken without the Pet Owner’s prior consent. They must not be used for marketing, public posting or unrelated training without separate express consent. Material used for internal training must be anonymised unless the Pet Owner separately consents.

The Provider is independently responsible for complying with applicable privacy and confidentiality obligations in relation to any photographs or recordings it takes, as set out in Clause 12.4 of Pawkit’s Terms and Conditions. Any photographs or recordings uploaded to or shared with Pawkit will be collected, used, and disclosed in accordance with Pawkit’s Privacy Policy.

9. Policy Acknowledgement

This Policy will be presented to you through the Platform for acceptance when you submit a Booking Request, before a Booking is formed, in accordance with Clauses 7.9 and 11.11 of Pawkit’s Terms and Conditions. By accepting it and proceeding with the Booking Request, you acknowledge and agree that:

you have a duty to disclose known aggression, anxiety, and behavioural concerns accurately;
Pawkit may apply aggression handling fees, difficulty fees, transport fees, or attempt-based fees where applicable, as determined by the Attending Provider’s assessment and this Policy;
successful completion of a Professional Service does not necessarily mean that the Pet was easy to handle, or that additional fees are not justified;
advance disclosure improves planning but does not guarantee service completion or eliminate applicable aggression-related charges;
the Attending Provider may modify, pause, or terminate a session at any time where safety is compromised.

Advance approval of scheduled fees

The Pet Owner agrees that the applicable aggression, handling or attempt-based fee stated in this Policy may be charged based on the Attending Provider’s assessment of the behaviour and handling difficulty encountered. This constitutes the Pet Owner’s advance approval of charges falling within the published fee structure. Separate approval must be obtained before any charge outside the published fee structure, or exceeding a stated maximum, is incurred, except where immediate action is genuinely necessary to protect the welfare of the Pet or the safety of any person, in which case the Attending Provider will inform the Pet Owner of the charge as soon as reasonably practicable thereafter.