Part A: General Terms, together with the Schedule(s) applicable to the Provider’s Provider Type

Between Pawkit Pte. Ltd. and the Provider identified in the Provider’s Pawkit account

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PREAMBLE

This Pawkit Provider Agreement (the “Agreement”) is entered into between Pawkit Pte. Ltd., a company incorporated in Singapore (“Pawkit,” “we,” “us,” or “our”), and the individual or practice identified in the Provider’s Pawkit account (“Provider,” “you,” or “your”) (each a “Party” and together the “Parties”).

This Agreement governs the relationship between Pawkit and the Provider, and the Provider’s use of the Pawkit platform to offer pet care services to Pet Owners. Pawkit’s Terms and Conditions applicable to Pet Owners is a separate document that governs the relationship between Pawkit and Pet Owners, and does not govern the relationship between Pawkit and the Provider except where this Agreement expressly refers to a specific provision of it (see Section 16.2). This Agreement should be read together with Pawkit’s Privacy Policy and any service-specific Platform Policies applicable to Providers (together with the Fee Schedule, the “Platform Policies”).

This Agreement is entered into electronically. No physical signature is required. This Agreement becomes binding on the Provider upon the Provider’s own first affirmative action, as set out in Section 16.1 (Electronic Acceptance) — which may occur before, at, or after the Provider’s Pawkit account is set up. Account creation or configuration carried out by a Pawkit representative or other third party on the Provider’s behalf does not, by itself, constitute the Provider’s acceptance of this Agreement.

Structure of this Agreement

This Agreement has two parts:

• Part A — General Terms. These terms apply to every Provider, regardless of Provider Type.

• Schedule(s). Each Schedule sets out matters specific to a particular Provider Type. Only the Schedule(s) corresponding to the Provider Type(s) enabled on the Provider’s Pawkit account are incorporated into, and form part of, this Agreement as it applies to that Provider.

Where a Provider later becomes approved to offer an additional category of Services, the corresponding additional Schedule becomes part of this Agreement only once the Provider has affirmatively accepted that Schedule in accordance with Section 16.1. Once accepted, the Parties are not required to enter into a new or separate agreement. Operational details that change from time to time — including the Provider’s commission rate, settlement cycle, approved service categories, insurance expiry, and licence status — are tracked in the Provider’s Pawkit account and the Fee Schedule, and are not restated in this Agreement.

 

PART A — GENERAL TERMS

Applies to every Provider, regardless of Provider Type.

1. Definitions

In this Agreement, the following terms have the meanings set out below. Capitalised terms not defined here have the meanings given in Pawkit’s Terms and Conditions or in the applicable Schedule.

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

"Booking Request" means a request submitted by a Pet Owner through the Platform for Services, including the requested service, date, time, and other relevant details.

"Booking" means a Booking Request that has been accepted by the Provider without material modification, or, where the Provider proposes a modification to the Booking Request, the modified request once accepted by the Pet Owner.

"Fee Schedule" means the schedule of fees, commissions, and charges published on the Platform, or otherwise agreed in writing between Pawkit and the Provider from time to time, applicable to the Provider’s use of the Platform.

"Pet Owner" means a registered user of the Platform who requests, books, and pays for Services for their pet(s).

"Platform" means Pawkit’s mobile application, website, and related software, systems, and infrastructure.

"Platform Fee" means the commission or fee payable by the Provider to Pawkit under the Fee Schedule.

"Platform Services" means the technology, booking, payment collection, customer support, CRM, logistics, and marketing services that Pawkit provides to facilitate Bookings, as further described in Section 3.

"Products" means medication, consumables, equipment, or other physical goods supplied or made available by Pawkit to the Provider for use in connection with the Services, unless this Agreement or the applicable Schedule expressly provides otherwise.

"Provider" means the individual or practice identified as the contracting party in the Provider’s Pawkit account. Where the Provider is a practice, a reference to the Provider performing the Services includes performance by the Provider’s employees, locums, or associates who have been verified and approved in accordance with Section 2; such individuals are not themselves parties to this Agreement, and the Provider remains fully responsible for their acts, omissions, and compliance as if performed by the Provider itself.

"Provider Fees" means the amounts payable to the Provider for Services rendered, calculated in accordance with the Fee Schedule and settled in accordance with Section 6.

"Provider Type" means the category of Provider (such as Veterinarian, Groomer, or Veterinary Nurse) selected by, or approved for, the Provider on the Platform, which determines which Schedule(s) are incorporated into this Agreement.

"Schedule" means any schedule attached to or referenced in this Agreement (including Schedule A, Schedule B, and Schedule C) that sets out matters specific to a particular Provider Type, and which forms part of, and is incorporated into, this Agreement for a Provider to whom it applies.

"Service-Specific Policy" has the meaning given in Section 16.3.

"Services" means the pet care services a Provider offers through the Platform, including veterinary, grooming, nursing, or other services appropriate to the Provider’s Provider Type, as further described in the applicable Schedule.

2. Relationship of the Parties

The Provider participates on the Platform as an independent Provider and may offer Services to Pet Owners through the Platform, on the following basis:

• Independent contractor. The Provider performs the Services as an independent contractor and independently qualified professional, and not as an employee, worker, or staff member of Pawkit.

• Non-exclusive. This Agreement is non-exclusive. The Provider may offer services through other platforms, independently, or otherwise, and Pawkit may make the Platform available to other Providers, without restriction.

• No employment. Nothing in this Agreement creates an employer-employee relationship, and the Provider is not entitled to any employee benefits, entitlements, or protections from Pawkit.

• No partnership or joint venture. Nothing in this Agreement creates a partnership, joint venture, or similar relationship between the Parties.

• No agency, except payment collection. Neither Party is the agent, representative, or legal partner of the other for any purpose, except that Pawkit acts as the Provider’s limited collection agent for the sole purpose of receiving payments from Pet Owners, as expressly set out in Section 6.

• Provider controls delivery of the Services. As between the Parties, the Provider retains full and sole control over, and responsibility for, the professional or technical delivery of the Services, within the Provider’s scope of practice, licensing, and training, as further set out in the applicable Schedule.

• Personnel: Where the Provider is a practice, only individuals who have been verified and approved by Pawkit (for example, through the Provider’s account) may perform Services or accept Bookings on the Provider’s behalf. The Provider must ensure that any such individual is suitably qualified and, where applicable, licensed for the Services they perform, and remains fully responsible for their acts, omissions, and compliance with this Agreement.

Each Party is responsible for its own personnel, equipment, taxes, insurance, and regulatory compliance in performing its obligations under this Agreement.

3. Pawkit’s Role

Pawkit operates a digital marketplace platform that connects Pet Owners with independent Providers. In that capacity, Pawkit:

• operates and maintains the Platform;

• facilitates the discovery, request, and confirmation of Bookings;

• provides customer support to Pet Owners and Providers in relation to use of the Platform;

• provides CRM tools, messaging, and appointment-management functionality;

• coordinates logistics associated with Bookings (e.g., scheduling, reminders, location coordination for housecalls);

• collects payment from Pet Owners on the Provider’s behalf and administers the Provider Balance and settlement process;

• markets and promotes the Platform and, where agreed, the Provider’s listing on the Platform.

For the avoidance of doubt, Pawkit does not engage, employ, retain, or instruct the Provider to perform the Services, and Pawkit does not itself provide, supervise, direct, or take responsibility for the Services. Pawkit’s role is limited to the Platform Services described above. The Provider’s specific professional or technical obligations in delivering the Services are set out in the applicable Schedule.

 

4. Provider’s Use of the Platform

The Provider is solely responsible for all aspects of the Services offered through the Platform. The Provider alone determines:

• whether to accept, decline, or propose a modification to, any Booking Request;

• their own availability for Bookings;

• how the Services are delivered, within the Provider’s scope of practice, licensing, and training, and subject to the applicable Schedule;

• any pricing adjustments to a Booking, subject to the Fee Schedule and Section 6;

• refunds or fee waivers relating to the professional or technical quality of the Services, subject to Pawkit’s Refund Authority under Section 6;

• whether to proceed with, pause, modify, or decline to continue any Service, including on professional, ethical, or safety grounds.

The Provider exercises independent professional or technical judgement appropriate to its Provider Type in delivering the Services. Pawkit has no authority, and will not attempt, to instruct, direct, override, or otherwise interfere with that judgement. Any communications from Pawkit personnel to the Provider or a Pet Owner regarding a Booking are administrative or logistical in nature only, and do not constitute professional advice, instruction, or direction. Matters specific to the Provider’s Provider Type — including the professional or technical matters over which the Provider retains sole responsibility — are set out in the applicable Schedule (see, for Veterinarians, Schedule A, Section A3).

5. Bookings

A Pet Owner may submit a Booking Request through the Platform specifying the requested Services, preferred date and time, and other relevant information.

Upon receiving a Booking Request, the Provider may:

• (a) accept the Booking Request as submitted;

• (b) decline the Booking Request; or

• (c) propose modifications to the Booking Request, including a different date, time, scope of Services, price, or other relevant Booking details.

Where the Provider accepts the Booking Request without material modification, a Booking is formed upon the Provider’s acceptance.

Where the Provider proposes a material modification, the proposed modification shall be communicated to the Pet Owner through the Platform. A Booking is formed only when the Pet Owner accepts the modified Booking Request.

Pawkit may facilitate and communicate Booking Requests, proposed modifications, acceptances, declines, and confirmations through the Platform, but does not determine whether a Provider accepts, declines, or proposes a modification to a Booking Request.

Where additional services are identified as necessary once an appointment is underway, the Provider must initiate a service modification through the Platform so that the Pet Owner can review and approve the change and associated price (other than fees already approved under a Service-Specific Policy in accordance with Section 16.3), except where the Provider reasonably determines that immediate action is necessary to protect the welfare of the pet or the safety of any person, in which case the Provider must inform the Pet Owner as soon as reasonably practicable afterward.

The same service modification process applies where a booked Service is not delivered, whether it is simply removed from the Booking or replaced by another Service. Before marking the Booking as completed, the Attending Provider must remove the undelivered Service through the Platform and, where another Service is delivered in its place, add that Service. Any Service added is subject to the Pet Owner's approval in the same way as an additional Service. The price attributable to the undelivered Service is then offset, credited or refunded under Clause 7.10 of Pawkit's Terms and Conditions. Where a Service is later shown not to have been delivered and was not removed before completion, Pawkit may adjust the Provider's settlement under Section 6.

Cancellations, no-shows, and rescheduling are governed by the Rescheduling & Cancellation Policy, which is a Service-Specific Policy under Section 16.3.

6. Pricing & Payments

Provider Fees. Provider Fees shall be calculated in accordance with the Fee Schedule published on the Platform or otherwise agreed between Pawkit and the Provider from time to time.

• The Provider may increase the price for a specific Booking where justified (for example, due to case complexity, additional services, travel, or after-hours attendance), submitted through the Platform and subject to the Pet Owner’s approval before the Provider proceeds, except (i) for fees already approved under a Service-Specific Policy in accordance with Section 16.3, and (ii) where the Provider reasonably determines that immediate action is necessary to protect the welfare of the pet or the safety of any person, in which case the Provider must inform the Pet Owner as soon as reasonably practicable afterward.

• The Provider may not charge a Pet Owner directly, or by any means outside the Platform, for Services booked through the Platform, save as Pawkit expressly permits in writing.

Payment & Settlement

• The Pet Owner pays the full Booking amount to Pawkit at the time the Booking is accepted. Pawkit receives and holds this amount, as the Provider’s limited collection agent, pending completion of the Services and settlement to the Provider in accordance with this Section 6.

• Pawkit collects this payment strictly as the Provider’s limited, authorised collection agent for the sole purpose of receiving funds from Pet Owners on the Provider’s behalf. This limited agency does not extend to any other aspect of the Provider’s business, and does not make Pawkit a party to, or guarantor of, the underlying Services.

• Once payment is received by Pawkit (or its payment processor), Pawkit will proceed to settle the corresponding Provider Fees in accordance with this Section 6. If a Pet Owner’s payment subsequently fails, is reversed, or is charged back — whether before or after settlement to the Provider — Pawkit will notify the Provider and take reasonable steps to resolve the matter with the payment processor and/or the Pet Owner. Where such a failure, reversal, or chargeback relates to an amount already settled to the Provider, Pawkit may deduct the corresponding amount from the Provider’s current or future settlements, or invoice the Provider directly for that amount, except to the extent the failure, reversal, or chargeback arose from Pawkit’s own error in processing the payment. As between the Provider and the Pet Owner, the underlying obligation to pay for the Services remains the Pet Owner’s; Pawkit’s role under this Section is limited to collection and settlement, and Pawkit does not assume the credit or payment risk of the Pet Owner.

• Following completion of the Services and confirmation on the Platform, Pawkit settles the Provider Fees to the Provider’s designated payout account, less applicable Platform deductions under the Fee Schedule, within the settlement cycle shown in the Provider’s account (currently, and unless otherwise stated, within fourteen (14) days of service completion), unless a hold or investigation applies under this Section.

• Pawkit may place a temporary hold on settlement where there is suspected fraud, an active dispute, a chargeback investigation, or a risk-management concern, and will notify the Provider of any such hold.

• Where Pawkit determines that the Provider has been overpaid — whether due to a processing error, a Booking that was subsequently cancelled or refunded, a miscalculated Platform deduction, or otherwise — Pawkit may correct the error by deducting the overpaid amount from the Provider’s current or future settlements, or by invoicing the Provider directly for that amount, and will notify the Provider of the correction and its basis.

• The Provider makes the supply of the Services to the Pet Owner. The Provider’s name (and GST registration number, if applicable) appears on the service invoice or receipt issued to the Pet Owner in respect of the Services, and the Provider is solely responsible for accounting for any GST or other tax properly chargeable on that supply.

• Pawkit separately invoices, or otherwise accounts to, the Provider for the Platform Fee and any other amounts payable by the Provider to Pawkit under the Fee Schedule, which are Pawkit’s own supply to the Provider and are subject to GST or other tax to the extent applicable to Pawkit.

• The Provider is solely responsible for all tax obligations arising from Provider Fees, and for providing any identification or tax documentation reasonably required by Pawkit for compliance purposes.

• Payments are processed through Pawkit’s third-party payment processor (currently Stripe), and the Provider agrees to comply with that processor’s applicable terms as a condition of receiving payouts.

• Pawkit may update the Fee Schedule from time to time. Except for a change described below, Pawkit will give the Provider at least fourteen (14) days’ notice through the Platform before the change takes effect (“reasonable notice” for this purpose), and continued use of the Platform, or acceptance of a Booking, on or after the stated effective date constitutes acceptance of the updated Fee Schedule.

• A change to the Provider’s commission or Platform Fee rate, the basis on which Platform deductions are calculated, the allocation of chargeback or payment-failure risk under this Section 6, or the Provider’s settlement rights or settlement cycle, takes effect only upon the Provider’s fresh, express acceptance, and does not take effect merely because the Provider continued to use the Platform after notice.

Refund Authority

• Decisions on refunds or fee waivers relating to the professional or technical quality of the Services rest with the Provider, subject to the Provider’s obligations under the applicable Schedule and Pawkit’s applicable refund and dispute policy.

• Pawkit may independently issue a refund to a Pet Owner, without requiring the Provider’s prior consent, where: (a) the refund relates to a Platform error (for example, a duplicate charge or a booking system fault); (b) the Booking was not fulfilled due to the Provider’s cancellation, no-show, or failure to render the Services; (c) a refund is required under Pawkit’s Terms and Conditions or applicable law; or (d) the refund is provided for by a Service-Specific Policy under Section 16.3.

• Where Pawkit issues a refund under this Section that reduces the amount otherwise payable to the Provider, Pawkit may deduct the refunded amount from the Provider’s current or future settlements, or invoice the Provider directly for that amount or invoice the Provider directly for that amount, except as otherwise provided in the Fee Schedule.

7. Provider Balance & Settlement

Pawkit maintains a running record of amounts due to the Provider from completed Bookings (the “Provider Balance”) until settled in accordance with Section 6.

• Where the Provider has connected a payout account through Pawkit’s payment processor (currently Stripe), settlement of the Provider Balance is made automatically to that account in accordance with the settlement cycle described in Section 6.

• Where the Provider has not connected such a payout account, settlement is made manually by Pawkit to the Provider’s designated bank account or other payout method on file, which may take longer than the standard settlement cycle.

• The Provider is responsible for connecting and keeping accurate, complete, and up to date any payout account and related details required to receive settlement;

• Pawkit may suspend or delay settlement of the Provider Balance where required for fraud prevention, regulatory compliance, or a hold described in Section 6.

8. Confidentiality

• The Provider must keep confidential all non-public information relating to Pawkit’s business, including pricing, commercial terms, technology, and Platform data, and must not disclose such information to any third party without Pawkit’s prior written consent, except as required by law.

• The Provider must use Pet Owner and pet-related information obtained through the Platform solely for the purpose of providing the Services and fulfilling its obligations under this Agreement, and not for any other purpose without the Pet Owner’s consent.

• Professional confidentiality obligations specific to the Provider’s Provider Type (for example, veterinarian-client confidentiality) are set out in the applicable Schedule.

Non-Circumvention

• For twelve (12) months following a Pet Owner’s introduction to the Provider through the Platform, the Provider must not solicit or agree with that Pet Owner to arrange or pay for the same or substantially similar Services outside the Platform, other than as Pawkit expressly permits in writing.

• This restriction does not apply to a Pet Owner who was already an existing client of the Provider before being introduced through the Platform, or to a Pet Owner who independently initiates an off-Platform relationship with the Provider more than twelve (12) months after their last Platform Booking with the Provider.

• Without limiting any other remedy, a breach of this Section may be treated as a material breach entitling suspension or termination under Section 14, and Pawkit may recover from the Provider the Platform Fee that would have been payable had the corresponding Services been booked through the Platform.

• This Section survives termination of this Agreement.

9. Privacy / PDPA

Each Party agrees to comply with the Personal Data Protection Act 2012 (PDPA) and any other applicable data protection law in respect of personal data obtained through or in connection with this Agreement and the Platform.

• Each Party is responsible for its own compliance with the PDPA in respect of personal data it collects, holds, or processes. The Parties’ respective roles — whether as independent controllers, joint controllers, or in a data intermediary/processor relationship — may differ across the categories of personal data and processing activities under this Agreement, and are as determined by the nature of the actual processing activity concerned and set out in Pawkit’s Privacy Policy, any applicable data processing terms, or as otherwise agreed by the Parties in writing.

• Each Party must implement reasonable security arrangements to protect personal data in its possession or control, and must notify the other Party without undue delay upon becoming aware of any data breach that may affect the other Party or its users.

• This Section survives termination of this Agreement.

10. Intellectual Property

All rights in the Pawkit name, logo, trademarks, Platform, and related content are owned by Pawkit or its licensors and are protected under applicable intellectual property laws.

• Pawkit grants the Provider a limited, non-exclusive, non-transferable, revocable licence to use the Pawkit name and marks solely to identify the Provider’s participation on the Platform, in accordance with any brand guidelines issued by Pawkit, and only for the term of this Agreement.

• Pawkit may photograph or record the Provider’s premises or practice for use in Platform marketing, subject to the Provider’s prior consent for any use identifying the Provider individually.

• The Provider grants Pawkit a worldwide, non-exclusive, royalty-free licence to use, reproduce, display, and distribute content the Provider submits to the Platform (e.g., profile information, service descriptions, and photographs) for the purpose of operating, improving, and promoting the Platform, which licence survives for so long as such content remains on the Platform and terminates on removal, save for archival or record-keeping copies Pawkit reasonably retains.

• Nothing in this Agreement transfers ownership of either Party’s pre-existing intellectual property to the other.

11. Provider Warranties

The Provider represents and warrants, on an ongoing basis throughout the term of this Agreement, that the Provider:

• if the Provider is a practice or other entity, the individual who accepted this Agreement on the Provider’s behalf (in accordance with Section 16.1) had, at the time of acceptance, full right, power, and authority to bind the Provider to this Agreement;

• will report to Pawkit promptly any incident, complaint, or circumstance that could reasonably give rise to a claim, regulatory inquiry, insurance claim, or reputational risk to the Platform, and will reasonably cooperate with Pawkit in investigating and responding to any such matter, including by taking part in any mediation Pawkit facilitates between the Provider and a Pet Owner, such as where the Pet Owner raises a concern about the Provider's conduct;

• will account to Pawkit for, and return upon request or on termination, any Products or equipment supplied by Pawkit that are unused, unopened, or otherwise not consumed in providing the Services, in accordance with any applicable Schedule or supply arrangement;

• holds all licences, permits, and registrations required by applicable law to lawfully provide the Services, including any specific to the Provider’s Provider Type as set out in the applicable Schedule;

• shall maintain such professional indemnity and other insurance as required by applicable law and any minimum requirements notified by Pawkit from time to time;

• is competent, appropriately trained, and qualified to perform the Services offered on the Provider’s Platform profile;

• will comply with all applicable laws and regulations relevant to the Services, including any regulatory regime specific to the Provider’s Provider Type as set out in the applicable Schedule;

• is not currently subject to any suspension, revocation, or disciplinary action that would prevent or restrict the Provider from lawfully providing the Services;

• will notify Pawkit promptly, and in any event within seven (7) days, of any change to the Provider’s licensing status, insurance coverage, or any disciplinary or regulatory action commenced against the Provider.

12. Indemnity

The Provider agrees to indemnify, defend, and hold harmless Pawkit, its directors, officers, employees, and affiliates from and against any claims, losses, liabilities, damages, and costs (including reasonable legal fees) arising out of or relating to:

• the Provider’s performance (or failure to perform) the Services;

• any negligence, misconduct, or breach of professional duty by the Provider or its personnel;

• the Provider’s breach of this Agreement (including the applicable Schedule), the Platform Policies, or any applicable law or regulation;

• any claim or dispute between the Provider and a Pet Owner or other third party arising from a Booking;

• any infringement of a third party’s intellectual property or other rights caused by the Provider’s content or conduct;

• any fine, penalty, or regulatory sanction imposed on Pawkit as a result of the Provider’s acts, omissions, or non-compliance with applicable law or this Agreement.

This indemnity survives termination of this Agreement.

13. Limitation of Liability

To the fullest extent permitted by law, Pawkit is not liable to the Provider for:

• any indirect, incidental, special, consequential, or punitive damages;

• loss of profits, income, goodwill, data, or business opportunities;

• any outcome of the Services, which remain the Provider’s sole professional or technical responsibility under the applicable Schedule;

• errors, delays, interruptions, or failures of the Platform beyond Pawkit’s reasonable control.

Pawkit’s total cumulative liability to the Provider arising out of or relating to this Agreement shall not exceed the total Provider Fees actually paid by Pawkit to the Provider in the six (6) months immediately preceding the event giving rise to the claim.

Nothing in this Agreement excludes or limits either Party’s liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited under Singapore law.

14. Suspension & Termination

• Termination for convenience: Either Party may terminate this Agreement for any reason by giving the other Party at least thirty (30) days’ written notice.

• Suspension or termination for cause: Pawkit may suspend or terminate this Agreement (or a specific Schedule) immediately, with notice where practicable, if the Provider: (a) is in material breach of this Agreement or the Platform Policies; (b) loses, has suspended, or has restricted a licence or registration required for its Provider Type; (c) poses a safety, welfare, or reputational risk to Pet Owners, pets, or the Platform; or (d) becomes insolvent or subject to insolvency proceedings.

• Effect of termination: Upon termination, all outstanding Bookings will be honoured, cancelled, or reassigned in accordance with the Platform Policies; outstanding Provider Fees for completed Services will be settled in accordance with Section 6; the Provider must promptly return or account for any Products or Pawkit property in its possession; and Sections 4, 8, 9, 10 (as to content already in use), 11, 12, 13, and 17, together with any surviving obligation under the applicable Schedule and any other provision that by its nature should survive, will continue in effect.

• Removal of a single Provider Type: Where the Provider offers Services under more than one Schedule, Pawkit may suspend or terminate a single Schedule (and the Provider Type to which it relates) without terminating this Agreement as a whole, where the grounds for suspension or termination relate only to that Provider Type.

• The Provider may deactivate its Platform account, or disable a specific Provider Type, at any time by written notice to support@pawkit.sg, subject to completion of any confirmed, unfulfilled Bookings.

15. Force Majeure

Neither Party is liable for any failure or delay in performance caused by circumstances beyond its reasonable control, including natural disaster, epidemic or pandemic, war, civil unrest, governmental action, or failure of third-party infrastructure or utilities, provided that the affected Party notifies the other Party promptly and uses reasonable efforts to mitigate the effect of the circumstance.

16. General

16.1 Electronic Acceptance

This Agreement is entered into electronically.

The Provider agrees to be legally bound by this Agreement upon the earliest of:

• clicking “I Agree,” “Accept,” or any similar acknowledgement presented by the Platform;

• accepting the first Booking through the Platform after being notified of this Agreement;

• confirming through email, WhatsApp, or any other written electronic communication that the Provider agrees to participate on the Platform under this Agreement; or

• continuing to provide Services through the Platform after receiving notice that this Agreement has taken effect.

The Provider acknowledges that each of the foregoing constitutes valid electronic acceptance of this Agreement. Where the Provider is later approved for an additional Provider Type, the additional Schedule takes effect, and becomes part of this Agreement, only once the Provider affirmatively accepts that Schedule using one of the methods described above; mere approval of the additional Provider Type, or notice that an additional Schedule is available, does not by itself incorporate it.

 

Account setup by a third party is not, by itself, acceptance. Where a Provider’s account or profile is created, configured, or populated by a Pawkit representative or any other third party on the Provider’s behalf, that act does not by itself constitute the Provider’s acceptance of this Agreement. Acceptance occurs only upon the Provider’s own affirmative action as described above, and the Provider is under no obligation under this Agreement until such acceptance occurs.

• Pawkit will retain a record of whichever event constitutes acceptance under this Section, including the applicable Pawkit account, the channel and content of the action or communication relied upon, and the date and time it occurred, which record constitutes conclusive evidence of acceptance absent manifest error.

• The Parties agree that this Agreement, and any amendment, notice, or communication given electronically through the Platform, email, or WhatsApp, satisfies any legal requirement that such document be in writing and signed, to the fullest extent permitted under the Electronic Transactions Act 2010 of Singapore.

• Where this Agreement is updated, Pawkit will provide reasonable notice through the Platform (e.g., an in-app notification or required re-acceptance screen). Continued use of the Platform, or acceptance of a Booking, after such notice constitutes acceptance of the updated Agreement, save where applicable law requires the Provider’s express fresh consent, in which case use of the Platform will be conditioned on that consent being given.

 

16.2 Other General Terms

• Entire agreement: This Agreement (comprising Part A and the applicable Schedule(s)), together with the Platform Policies and Fee Schedule referenced herein, constitutes the entire agreement between the Parties regarding the subject matter and supersedes all prior discussions or agreements on that subject.

• Order of precedence: If there is any conflict or inconsistency between the documents comprising this Agreement, they apply in the following order of precedence (highest first), to the extent of the inconsistency: (a) the applicable Schedule(s), on a matter specific to the Provider’s Provider Type; (b) the remainder of this Agreement (Part A); (c) the Fee Schedule; (d) any other Platform Policy applicable to Providers. Pawkit’s Terms and Conditions applicable to Pet Owners do not govern the relationship between Pawkit and the Provider, except where this Agreement expressly refers to a specific provision of them.

• Severability: If any provision of this Agreement is held unenforceable, the remaining provisions remain in full force, and the unenforceable provision will be replaced with a lawful provision reflecting its original intent.

• No waiver: A Party’s failure to enforce any provision does not waive its right to do so later.

• Assignment: The Provider may not assign or transfer this Agreement, or any rights or obligations under it, without Pawkit’s prior written consent. Pawkit may assign this Agreement, including to an affiliate or successor, without the Provider’s consent.

• Notices: Notices under this Agreement must be given in writing to the contact details provided in each Party’s Platform account or, for Pawkit, to support@pawkit.sg.

• Independent advice: The Provider acknowledges having had the opportunity to seek independent legal and professional advice before entering into this Agreement.

16.3 Service-Specific Policies

Pawkit may publish policies on the Platform that apply to particular Services ,including the Aggressive & Unsafe Pet Behaviour Policy and the Rescheduling & Cancellation Policy (each a “Service-Specific Policy”). Each Service-Specific Policy forms part of the Platform Policies from the date Pawkit notifies the Provider that it applies.

• The Provider must comply with each Service-Specific Policy that applies to the Services it provides, including any requirement to keep a record of a service attempt or of when medical preparation commenced, to obtain consent before photographing or recording, or to communicate a charge to the Pet Owner.

• Fees and refunds within the published structure of a Service-Specific Policy are approved charges and refunds for the purposes of Section 6. Pawkit may administer them through the Platform, including by deducting a refund from the Provider’s settlements under Refund Authority.

• The share of any amount retained under a Service-Specific Policy that is settled to the Provider is set out in the Fee Schedule.

• Where a Service-Specific Policy is presented to a Pet Owner and accepted in accordance with Clauses 7.9 and 11.11 of Pawkit’s Terms and Conditions, it forms part of the agreement between the Provider and that Pet Owner for the Services (the “Professional Services Agreement” under those Terms and Conditions).

• Pawkit will give at least fourteen (14) days’ notice through the Platform of any change to a Service-Specific Policy, except where a shorter period is required by law or for safety. Continued use of the Platform, or acceptance of a Booking, on or after the effective date constitutes acceptance of the change. Section 6 continues to govern any change to the Provider’s commission, deductions, chargeback allocation, or settlement rights.

• No Service-Specific Policy directs the technique, method, or clinical judgement the Provider uses in delivering the Services, which remain governed by Section 4 and the applicable Schedule.

17. Governing Law

This Agreement is governed by and construed in accordance with the laws of the Republic of Singapore, without regard to conflict of law principles.

Any dispute, claim, or proceeding arising out of or relating to this Agreement shall be subject to the exclusive jurisdiction of the courts of Singapore.

 

SCHEDULE A — VETERINARIAN

Applies only to a Provider whose Provider Type is “Veterinarian.” Supplements Part A.

This Schedule applies to a Provider whose Provider Type is designated as “Veterinarian” in the Provider’s Pawkit account. It supplements, and forms part of, Part A. In the event of any inconsistency between Part A and this Schedule on a matter specific to veterinary practice, this Schedule prevails.

 

Manner of performance. This Schedule sets out minimum standards the Provider must meet in delivering the Services. Except where it expressly reserves a matter to the Provider’s professional judgement (as in Section A3), it does not instruct the Provider on the specific technique, method, or sequence used to meet those standards, which remains within the Provider’s own professional discretion, exercised in accordance with applicable law and prevailing professional standards.

 

A1. Licensing & Registration

The Provider warrants that it holds, and will continue to hold for so long as this Schedule applies, a valid licence to practise veterinary medicine issued by the Animal & Veterinary Service (AVS) and any other registration required by a body having jurisdiction over the practice of veterinary medicine in Singapore, appropriate to the scope of Services the Provider offers on the Platform.

The Provider must notify Pawkit promptly, and in any event within seven (7) days, of any change to its licensing or registration status, including suspension, restriction, lapse, or revocation.

A2. Professional Indemnity Insurance

In addition to the general insurance warranty in Section 11 of Part A, the Provider must maintain professional indemnity and public liability insurance appropriate to veterinary practice, including cover for clinical negligence, at no less than any minimum coverage notified by Pawkit from time to time, and must produce evidence of such coverage to Pawkit on reasonable request.

A3. Professional judgement

This Section is fundamental to the Parties’ relationship and shall be interpreted broadly in favour of preserving the Provider’s independent clinical authority.

 

The Provider retains sole and exclusive responsibility, discretion, and authority over all clinical and professional veterinary matters, including without limitation:

• diagnosis of any condition presented;

• treatment planning and clinical interventions;

• prescriptions, dosages, and dispensing of medication;

• anaesthesia and surgical procedures;

• restraint and handling techniques used on a pet;

• referrals to specialists, emergency facilities, or other providers (see also Section A7);

• refusal to treat, or to continue treating, a pet on clinical, ethical, or safety grounds.

Pawkit cannot override. Pawkit has no authority, and will not attempt, to instruct, direct, override, or otherwise interfere with the Provider’s clinical or professional judgement on any matter listed above.

The Provider acknowledges that Pawkit personnel are not veterinary professionals, are not qualified to assess clinical matters, and are not held out as doing so. The Provider shall not rely on any statement by Pawkit personnel as clinical guidance.

A4. Prescribing & Controlled Drugs

Where the Provider prescribes, dispenses, stores, or administers medication (including any Products supplied by Pawkit), the Provider must:

• store all medication in accordance with the manufacturer’s instructions and any applicable cold-chain, temperature-control, and handling requirements;

• record and promptly report to Pawkit any wastage of Products supplied by Pawkit, including expired, spoiled, or otherwise unusable stock;

• notify Pawkit promptly upon discovering any damaged, lost, or stolen Products supplied by Pawkit;

• handle, store, prescribe, dispense, and dispose of any controlled or scheduled drugs strictly in accordance with the Misuse of Drugs Act, the Health Products Act, the Veterinary Surgeons Act, and any applicable AVS licensing conditions, including maintaining any required controlled-drug register.

Where Pawkit supplies Products to the Provider, the applicable supply, returns, and stock-management arrangements shall be communicated separately, and the Provider must comply with them.

A5. Medical Records & Vaccination Certificates

The Provider is the owner and custodian of the primary clinical records generated in the course of the Services, and remains responsible for creating, maintaining, and retaining those records, and for issuing any vaccination or treatment certificates, in accordance with the Veterinary Surgeons Act, applicable AVS requirements, and prevailing professional standards.

• The Provider must upload or log a summary of each Booking (e.g., visit notes, diagnosis summary, treatment given, and follow-up instructions) to the Platform to support continuity of care and the Pet Owner’s access to their pet’s history.

• Pawkit’s access to medical information is limited to what is uploaded to or generated on the Platform, and is used solely to facilitate Bookings, customer support, and continuity of care — not for clinical purposes.

• The Provider must retain full clinical records for each pet in accordance with its own professional and regulatory retention obligations.

• The Provider must make relevant records available to Pawkit promptly upon reasonable request in connection with a complaint, incident investigation, insurance claim, the reimbursement process under an applicable Pawkit Guarantee policy (where one is in force), or as otherwise required by law.

A6. Euthanasia

Where the Provider performs euthanasia, the decision whether to proceed, and the manner in which it is performed, remains within the Provider’s sole clinical and ethical judgement under Section A3. The Provider must perform euthanasia in accordance with applicable animal welfare legislation and prevailing professional standards, obtain and document the Pet Owner’s informed consent beforehand (except where not reasonably practicable in a genuine welfare emergency), and record the procedure in the pet’s clinical records under Section A5.

A7. Referrals

Where a condition presented is beyond the Provider’s scope of practice, competence, or available facilities, the Provider must refer the Pet Owner to an appropriately qualified specialist, emergency facility, or other provider in a timely manner, and document the referral in the pet’s clinical records. Pawkit may assist in identifying suitable referral options through the Platform, but the decision to refer, and to whom, remains solely the Provider’s.

 

SCHEDULE B — GROOMER

Applies only to a Provider whose Provider Type is “Groomer.” Supplements Part A.

This Schedule applies to a Provider whose Provider Type is designated as “Groomer” in the Provider’s Pawkit account. It supplements, and forms part of, Part A. In the event of any inconsistency between Part A and this Schedule on a matter specific to grooming, this Schedule prevails.

 

B1. Grooming Assessment

Before commencing any grooming service, the Provider must carry out a brief assessment of the pet’s coat, skin, and general condition and demeanour.

• Where the Provider identifies signs of injury, parasites, skin lesions, or a condition that appears to require veterinary attention, the Provider must inform the Pet Owner and may decline to proceed, or may proceed only with the Pet Owner’s informed consent to a modified approach, until the pet has been seen by a veterinarian.

• The Provider retains sole discretion, exercised reasonably, as to whether a pet is fit to proceed with a scheduled grooming service based on this assessment.

B2. Coat Condition & Matting

The Provider must assess coat condition, including matting or pelting, before proceeding with de-matting, brushing, or shaving.

• Where matting is severe enough that a comb-out or de-matting is likely to cause the pet pain or undue distress, the Provider may recommend, or proceed with, clipping the coat short (a “shave-down”) as reasonably necessary for the pet’s welfare, subject to the consent requirements in Section B4.

• Where practicable, the Provider should record coat condition (for example, via notes or photographs logged on the Platform) before and after a grooming session that required significant de-matting or a shave-down, to support continuity of care and to address any later question about the service performed.

B3. Handling of Aggressive or Distressed Pets

• The Provider must use handling and restraint techniques appropriate to the pet’s species, breed, size, and temperament, and must not use excessive force, physical discipline, or punishment.

• The Provider retains sole discretion to decline to begin, or to pause or discontinue, a grooming session where a pet displays aggression, fear, or distress that cannot be safely and humanely managed.

• Any restraint aid (e.g., a muzzle or grooming loop) must be used only to the extent reasonably necessary for the safety of the pet or Provider, and must not be applied for a prolonged or inappropriate period.

• Where a session is paused or discontinued under this Section, the Provider must inform the Pet Owner promptly and record the reason through the Platform.

B4. Grooming Consent

Before carrying out a grooming procedure that goes beyond a routine, previously agreed groom — including significant de-matting or shaving under Section B2, nail trims in circumstances presenting an elevated risk of injury, expression of anal glands, or a cut or style materially different from what the Pet Owner requested — the Provider must explain the procedure and obtain the Pet Owner’s informed consent, whether given in advance through the Platform or at the appointment.

• Where seeking consent in advance is not practicable (for example, matting discovered only once grooming has begun), the Provider must pause and seek the Pet Owner’s approval through the Platform’s service-modification process under Part A, Section 5, except where any delay would itself cause the pet pain, distress, or injury — in which case the Provider may proceed with the minimum intervention reasonably necessary, and must promptly inform the Pet Owner and record the reason.

B5. Equipment & Blade Hygiene

• The Provider must clean and disinfect clippers, blades, scissors, combs, and other equipment that contacts a pet’s skin or coat between pets, in accordance with generally accepted grooming hygiene practice, to reduce the risk of cross-contamination or transmission of parasites or skin conditions.

• The Provider must maintain equipment in good working order (for example, sharp, undamaged blades and properly functioning dryers) so as to avoid unnecessary discomfort, irritation, or injury to the pet.

B6. Animal Welfare

• The Provider must comply with the Animals and Birds Act and any other applicable animal welfare legislation in Singapore, and must not carry out any grooming procedure that causes unnecessary pain, suffering, or injury to a pet.

• The Provider must stop a grooming procedure immediately if the pet shows signs of significant pain, distress, or a medical emergency, and must, where appropriate, advise the Pet Owner to seek veterinary attention.

• The Provider must report to Pawkit, promptly and in any event within twenty-four (24) hours, any incident involving injury to a pet, a welfare concern, or an adverse reaction occurring during or shortly after a grooming session.

B7. Cosmetic Expectations

• Where a Booking involves a specific cosmetic outcome (for example, a breed-standard cut or creative grooming), the Provider must discuss the intended style with the Pet Owner beforehand and communicate any limitations — arising from the pet’s coat condition, temperament, health, or safety — that may affect the Provider’s ability to achieve the requested outcome.

• The Provider is not in breach of this Schedule solely because a cosmetic outcome reasonably and necessarily differed from the Pet Owner’s request due to such limitations, provided the Provider exercised reasonable skill and care and communicated the limitation where practicable.

• A dispute concerning cosmetic outcome alone (as distinct from injury or an animal welfare concern) is handled under Pawkit’s applicable refund and dispute policy referenced in Part A.

 

SCHEDULE C — VETERINARY NURSE

Applies only to a Provider whose Provider Type is “Veterinary Nurse.” Supplements Part A.

This Schedule applies to a Provider whose Provider Type is designated as “Veterinary Nurse” in the Provider’s Pawkit account. It supplements, and forms part of, Part A. In the event of any inconsistency between Part A and this Schedule on a matter specific to veterinary nursing, this Schedule prevails.

 

C1. Scope of Nursing Procedures

The Provider may perform such nursing and supportive-care procedures as are within the Provider’s training, competence, and the scope of Services approved for the Provider’s account, including routine husbandry, basic wound care, post-operative support, and other non-surgical, non-diagnostic procedures.

The Provider must not perform, or hold themselves out as authorised to perform, any act that constitutes the diagnosis, prescription, or surgical treatment of an animal, or any other act reserved to a registered veterinarian under the Veterinary Surgeons Act, except to the extent expressly permitted under the direction or supervision of a registered veterinarian in accordance with Section C2.

C2. Working Under Veterinary Direction

• Certain procedures may, under applicable law, be performed only by, or under the direction or supervision of, a registered veterinarian. The Provider must not perform any such procedure through the Platform unless appropriate veterinary direction has first been obtained.

• Where veterinary direction is required, the Provider must be able to evidence that direction (for example, through written or logged instructions from a supervising veterinarian, uploaded or recorded on the Platform where practicable) on Pawkit’s reasonable request.

• The Provider must decline to perform any procedure for which the required veterinary direction has not been obtained or cannot reasonably be evidenced.

C3. Medication Administration

• The Provider may administer medication to a pet strictly in accordance with the dosage, route, and instructions prescribed by a registered veterinarian. The Provider has no authority to prescribe medication, alter a prescribed dosage, or substitute a different medication.

• The Provider must document each administration (medication, dose, time, and route) through the Platform or in the pet’s records.

C4. Catheter Care & Blood Collection

• Where within the Provider’s training and permitted scope of practice, and subject to any veterinary direction required under Section C2, the Provider may perform catheter placement and care, and blood collection.

• The Provider must use appropriate aseptic technique for such procedures and must monitor the pet for signs of complications (including infection, swelling, or bleeding) afterward, escalating promptly to a registered veterinarian in accordance with Section C5 if complications arise.

C5. Patient Monitoring

• The Provider must monitor the pet’s vital signs and general condition during and after a nursing procedure, to the extent appropriate to the Service provided.

• Where a pet shows signs of deterioration, distress, or an adverse reaction, the Provider must escalate promptly — to a supervising or other available registered veterinarian, an emergency facility, and/or the Pet Owner, as appropriate to the urgency of the situation.

• The Provider must document material monitoring observations through the Platform where relevant to the pet’s continuity of care.

C6. Home Nursing

• Where nursing Services are delivered at a Pet Owner’s home rather than a clinical setting, the Provider must ensure the environment is reasonably suitable and hygienic for the procedure to be performed safely.

• The Provider must have access to equipment appropriate to the procedure and, where required under Section C2, a means of promptly contacting the supervising veterinarian.

• The Provider must clearly explain to the Pet Owner the limits of home nursing care, including the signs that would require the pet to be taken to a clinic or emergency facility rather than treated at home.

ACCEPTANCE

This Agreement does not require a handwritten signature. It is accepted electronically as described in Section 16.1 (Electronic Acceptance) above. Acceptance of Part A, together with the Schedule(s) corresponding to the Provider’s Provider Type(s) at the time of acceptance, is recorded as set out below.

 

Provider (Legal / Practice Name):

As entered in Provider’s Pawkit account

Provider Identification (NRIC/Passport, or UEN if a practice/entity):

As entered in Provider’s Pawkit account

Individual Accepting & Authority to Bind:

As entered in Provider’s Pawkit account — see Section 11 warranty

Provider Type(s) at Acceptance:

As selected/enabled in Provider’s Pawkit account

Schedule(s) Accepted:

Corresponding to Provider Type(s) above

Method of Acceptance:

Electronic — per earliest trigger under Section 16.1 (e.g., “I Agree” action, Booking acceptance, written confirmation, or continued use)

Date & Time of Acceptance:

System-recorded at point of acceptance

Part A Version Accepted:

v1.1

 

Note: Pawkit retains a system log of each Provider’s electronic acceptance (including account ID, IP address where captured, Provider Type(s), and timestamp), which may be produced as evidence of acceptance of this Agreement.