Terms of Service

Pawkit Terms of Use

Last Updated: 7 July 2025

1. Scope of These Terms

These Terms govern your use of Pawkit’s software applications, resources, and services, which connect pet owners and independent pet service providers (“Service Providers”) to discover, communicate, and arrange for the provision of in-person or remote pet care services, including grooming, veterinary, medical sitting, and related offerings, as well as any other services or products we may offer from time to time (collectively, the “Pawkit Service”).

By using the Pawkit Service, you agree to comply with these Terms and all applicable laws and regulations. If you do not agree, you may not access or use the Pawkit Service.

We may modify these Terms from time to time. Unless otherwise required by applicable law, such changes will take effect once posted on our app or website. Your continued access to or use of the Pawkit Service after such posting signifies your acceptance of the modified Terms.

2. Pawkit as a Platform

Pawkit operates solely as a digital marketplace platform that enables Users to discover, connect with, and pay independent third-party pet service providers (“Service Providers”). These services may include, but are not limited to, grooming, veterinary consultations, medical sitting, telehealth, and other pet-related offerings (collectively, “Pet Services”). All Pet Services listed on the Pawkit platform are offered and provided exclusively by these Service Providers. Pawkit is not a provider of Pet Services and does not assume any responsibility or liability for the quality, timing, legality, failure to provide, or any other aspect whatsoever of Pet Services, which remain the sole responsibility of the Service Provider.

Service Providers are not agents, employees, or representatives of Pawkit unless explicitly stated. Any services rendered by third-party providers shall not be deemed to be provided by Pawkit, and you acknowledge that any risks arising from such services are assumed solely by you as the User.

3. Release & Assumption of Risk

Subject to any rights you may have under applicable law, Pawkit shall not be liable for any claims, injuries, losses, harms, or damages arising from or in any way related to your interactions or dealings with other users, or to the acts or omissions of Service Providers or Pet Owners, whether conducted online or offline, including but not limited to veterinary or medical services. For such services, Pet Owners acknowledge that Pawkit does not supervise Service Providers’ clinical decisions. Emergency care decisions made by Service Providers (e.g., veterinarians) are solely their professional responsibility, and Pawkit disclaims liability for outcomes.

You acknowledge and agree that, to the maximum extent permitted by Singapore law, YOUR USE OF THE PAWKIT PLATFORM — AND ANY PROVISION OR RECEIPT OF PET SERVICES FACILITATED THROUGH THE PLATFORM — IS AT YOUR SOLE AND EXCLUSIVE RISK.

Any financial obligations Pawkit may have to its users in connection with user conduct are strictly limited to the reimbursement terms and conditions outlined in the Pawkit Guarantee, which may be updated or revised from time to time.

4. Transactions Are Between Users

The Pawkit Platform enables Pet Owners and Service Providers to discover, arrange, and pay for pet care services. While Pawkit facilitates booking, communication, and payment via escrow, all transactions conducted through the Platform are strictly between the Pet Owner and the Service Provider.

Except for any limited refunds specified in our Cancellation & Refund Policy and the Pawkit Guarantee, Pawkit has no liability for any outcomes, damages, or injuries arising from Pet Services (including, without limitation, injury or death of a pet) or from any other interactions or arrangements made between users of the Pawkit Service.

5. Bookings

Pet Owners and Service Providers transact with each other on the Pawkit Platform through a confirmed booking (“Booking”) that outlines the agreed-upon services, pricing, appointment time, cancellation policy, and any relevant terms. A Booking may be initiated by either the Pet Owner or the Service Provider by selecting the desired type(s) of Pet Services and following the booking flow on the Pawkit app or website.

All Bookings are subject to mutual acceptance. A Service Provider is not obligated to accept a request and may decline a Booking at their discretion. Once a Booking is accepted by the Service Provider, the Pet Owner is required to make full payment, which will be held in escrow by Pawkit until the service is completed.

If, during the course of an appointment, additional services (e.g., dematting, extra handling, medication application) are required or requested, the Service Provider will initiate a service modification through the Platform. The Pet Owner will be notified of the changes and must honor and pay for any confirmed modifications in order for the service to proceed or be completed.

By completing a Booking on the Pawkit Platform, you agree to:

Pay the stated fees associated with the Booking,
Accept any applicable service-specific terms, and
Comply with the payment and modification process as defined above.

6. Pet Owners Are Solely Responsible for Evaluating Service Providers

Pet Owners are solely responsible for evaluating the suitability, qualifications, and experience of Service Providers for the services they offer through the Pawkit Platform. While we may offer general tips in our Help Centre or onboarding materials, Pawkit does not guarantee the quality, safety, or appropriateness of any Service Provider or service.

Pawkit may perform a limited review of Service Provider profiles and facilitate identity verification using third-party systems such as Singpass. However, any such verification is limited in scope, and Pawkit makes no warranties or representations that the screening is accurate, complete, up-to-date, or conclusive.

Additionally, while reviews or ratings from other users may be visible on the Pawkit Platform, Pawkit does not endorse, verify, or guarantee the accuracy or authenticity of any user-generated content, including reviews or ratings of Service Providers.

Pet Owners are encouraged to exercise due diligence and make independent, informed decisions before engaging any Service Provider through the Pawkit Platform.

7. Emergencies

We strongly recommend that Pet Owners provide their Service Providers with up-to-date contact information in case urgent or emergency care is needed during a service. Pet Owners are also encouraged to list an emergency contact in their Pawkit profile who has consented to be contacted and whose information may be shared if the Pet Owner is unreachable.

Service Providers agree to make reasonable efforts to immediately contact the Pet Owner in the event that medical care for the pet becomes necessary and must document all attempts (e.g., timestamps, call logs). Veterinary receipts and incident reports must be retained for 90 days. Pawkit may request this evidence before processing reimbursement claims under the Pawkit Guarantee. If the Pet Owner cannot be reached in a timely manner, Service Providers may, at their discretion, contact Pawkit Support at support@pawkit.sg or +65 8854 0207 for guidance.

If you are a Pet Owner, you hereby authorize your Service Provider, your listed emergency contact, and/or Pawkit to seek veterinary care for your pet on your behalf if you are unreachable during an emergency. You further authorize any veterinarian involved to release your pet’s medical records to the Service Provider and/or Pawkit to facilitate care.

To the maximum extent permitted by law, you release the Service Provider and Pawkit from any injury, damage, cost, or liability that may arise from (a) the provision of emergency care, or (b) the failure to seek care, including in situations where reimbursement may otherwise have been considered under the Pawkit Guarantee.

Pet Owners are fully responsible for all costs associated with any veterinary care obtained on their behalf. By using the Pawkit Service, you authorize us to charge your saved payment method for any such costs as needed.

We strongly recommend that all Pet Owners maintain adequate pet insurance to cover the cost of emergency or unexpected veterinary care.

8. Certification of Compliance with Applicable Law

By accessing and using the Pawkit Platform, you certify that:

You are at least 18 years of age or the age of majority in your jurisdiction (whichever is higher); and
You will comply with all applicable laws, regulations, and licensing requirements relating to your use of the Pawkit Platform and the services provided or received.

For Pet Owners:

Your pet(s) are up to date on all vaccinations, licensing, microchipping, and identification tagging as required under local regulations.
You are the legal guardian or authorized caretaker of the pet(s) you are requesting services for.
You have obtained and will maintain any mandatory insurance or protections applicable to your pet(s), including those that may extend to third parties such as Service Providers.

For Service Providers:

You are legally eligible to provide the pet services you offer via the Pawkit Platform in your jurisdiction.
You have obtained and will maintain all business licenses, certifications, and permits required to operate legally as a Service Provider, including any tax or trade registrations as required by local law.
When performing services, you will comply with all local rules and regulations concerning animal handling, transport, waste disposal, safety, and professional conduct.

Pawkit is entitled to rely on these certifications. You acknowledge that Pawkit is not responsible for verifying legal compliance and will not be liable for any user’s failure to comply with relevant laws or regulations.

9. Use of the Pawkit Platform; Suspension

9.1 Your Conduct on the Pawkit Platform

When using the Pawkit Platform, you agree:

To use the Platform lawfully and only for its intended purposes.
Not to use the Platform to book or provide care for:
- Animals prohibited under Singapore law, including but not limited to: venomous reptiles, primates, wild canids (e.g., wolves, hybrids), livestock, or any animal classified under the Wildlife Act as illegal to own or transport.
- Pets whose ownership or third-party handling is illegal in Singapore or your jurisdiction.
- Animals known to have a history of aggression or that have been trained to attack people or pets, unless fully disclosed and accepted.
Not to distribute malware or malicious code.
Not to use the Platform for fraud, harassment, or impersonation.
Not to bypass the Platform to complete off-platform transactions.
Not to solicit users for competing services.
Not to post misleading or false reviews.
Not to post illegal, offensive, or inappropriate content.
Not to impersonate another user or allow others to use your account.
Not to exploit promotions or rewards in bad faith.
Not to collect or solicit sensitive information from users.
Not to interfere with the use of the Platform by others.

9.2 Suspension and Termination

Pawkit may suspend or terminate your account, with or without notice, at our sole discretion, including if:

Your conduct is unsafe, fraudulent, abusive, dishonest, or violates these Terms.
Your actions pose risk or harm to pets, Service Providers, users, or the public.
It is necessary to protect the integrity of the Pawkit Platform.

You may terminate or suspend your own use of the Platform at any time. To deactivate your account, please contact us at support@pawkit.sg or use the 'Account Settings' feature within the app.

Any pending obligations, such as outstanding payments or liabilities, will survive account termination.

10. Registration; Account Security

To access certain features of the Pawkit Platform, you may be required to create a user account, which includes selecting a username, password, and completing a user profile.

By registering, you agree to:

Provide accurate, current, and complete information during sign-up and keep it updated at all times,
Not impersonate another person, misrepresent your identity, or create multiple accounts,
Not create a new account if your original account has been suspended or terminated by Pawkit.

You are solely responsible for maintaining the confidentiality of your account login credentials and for all activity conducted through your account. If you suspect any unauthorized access or use of your account, please notify us immediately at support@pawkit.sg.

11. Privacy

Our collection and use of your personal data are governed by our Privacy Policy, which forms part of these Terms. By accessing or using the Pawkit Platform, you confirm that you have read, understood, and agree to the practices described in the Privacy Policy.

12. Your Content

12.1 User-Generated Content

You may be invited or required to upload content (collectively, “Your Content”) in connection with your use of the Pawkit Platform. This may include profile photos, service descriptions, reviews, pet photos, videos, messages, and other submissions made on or through Pawkit, including during promotional activities.

Examples:

Groomers and vets may create service profiles and send pet visit updates to clients.
Pet Owners may leave reviews or upload photos of their pets.

12.2 License Grant

Except as restricted under our Privacy Policy, you grant Pawkit a worldwide, perpetual, irrevocable, royalty-free, non-exclusive license to use, reproduce, adapt, publish, display publicly, perform, distribute, and create derivative works from Your Content in connection with operating, improving, or promoting the Pawkit Platform. This includes sublicensing these rights to third-party partners and service providers.

12.3 Personal Image Release

If Your Content includes your name, voice, image, likeness, pet(s), or any identifiable persona, you waive and release all claims related to rights of publicity, privacy, or personality under applicable law, to the extent such claims relate to Pawkit’s use of Your Content as described in these Terms.

12.4 Your Warranties

You represent and warrant that:

You are the sole owner or authorized licensor of Your Content.
You have obtained all necessary rights, permissions, and consents to upload or share any identifiable individuals or pets shown in Your Content.
Your Content does not violate any applicable laws, third-party rights, or these Terms.

12.5 Right to Moderate or Remove Content

Pawkit is not obligated to monitor or moderate Your Content but reserves the right to screen, edit, remove, or disable access to any content at any time and for any reason, including for violations of these Terms. Pawkit is not required to retain or provide copies of Your Content and is not liable for any deletion, loss, or modification of it. You are solely responsible for backing up Your Content.

12.6 Reviews

The Pawkit Platform may allow users to submit reviews of Service Providers or Pet Owners. These may be public or private. Private reviews may be shared with relevant parties, including third parties, where permitted by law or as described in our Privacy Policy. We are not obligated to preserve or disclose reviews and reserve the right to remove or edit them at our discretion. Pawkit disclaims all liability for loss, misuse, or deletion of reviews, whether before or after account termination.

13. Phone, Text, and Mobile Communications

13.1 Consent to Communication

By using the Pawkit Platform, you consent to receive communications from or on behalf of Pawkit, including service-related notices (such as confirmations, updates, support communications, and administrative messages), as well as sales, marketing, or promotional messages. These may be delivered via:

SMS or text message,
WhatsApp or other messaging apps,
Email,
Phone calls (including those using prerecorded or automated systems), or
In-app notifications or push alerts.

You may receive such communications at any phone number or email address you provide in connection with your Pawkit account, even if your number is listed on a national Do Not Call registry.

Standard carrier rates, data charges, or messaging fees may apply. You are not required to consent to marketing-related communications as a condition of using the Pawkit Service. You may opt out of promotional communications at any time via the methods described in our Privacy Policy. However, you may still receive essential service-related messages.

13.2 Updating Phone Numbers

If you change or deactivate a phone number associated with your account, you agree to update your Pawkit profile immediately to prevent messages from being sent to the wrong recipient.

14. Fees & Payment

14.1 Currency

Unless otherwise stated, all fees and payments on the Pawkit Platform are listed and charged in Singapore Dollars (SGD). Prices may include applicable taxes as required by law.

14.2 Fees for Pet Owners

Pet Owners agree to pay the total amount indicated during the Booking process, which includes:

The cost of Pet Services as defined by the Service Provider,
Any additional applicable platform or service fees charged by Pawkit,
Relevant taxes or surcharges, if applicable.

Once a Booking is accepted by the Service Provider, full payment is collected upfront and held in escrow by Pawkit until the service is completed.

14.3 Fees for Service Providers

Service Providers agree to honor the price set forth in each confirmed Booking. Pawkit collects payment from the Pet Owner at the time of Booking and will release payment to the Service Provider’s designated payout account within 2 weeks after the service is completed, unless a hold or investigation is in place.

Pawkit may deduct platform fees or commissions from the amount disbursed. These fees, if applicable, will be disclosed transparently and calculated either as a percentage of the total Booking or as a flat fee, depending on service category and agreement with the Provider.

Service Providers are solely responsible for complying with all applicable tax and income reporting obligations related to the earnings received through the Pawkit Platform.

14.4 No-Show, Access, and Additional Charges

If you are a Pet Owner, you acknowledge and agree to the following:

Missed or Inaccessible Appointments: If the Service Provider arrives for a confirmed housecall appointment and is unable to access the premises or complete the service due to the Pet Owner being absent, unavailable, or unresponsive, Pawkit and the Service Provider reserve the right to charge a missed appointment or transport fee. These fees may vary by service type and will be communicated in advance wherever possible.
Additional Services During Appointment: If additional services are requested or deemed necessary (e.g., dematting, extra handling), the Service Provider will inform you before proceeding. You agree to pay for any such services that are accepted and rendered.
Payment Obligation: You authorize Pawkit to charge your saved payment method for all confirmed services and any additional charges communicated and approved during the appointment.

15. Cancellations, Refunds, and Payment Terms

15.1 Reservation & Replacement Support

If a Service Provider cancels a confirmed Booking close to the appointment time, Pawkit may assist the Pet Owner in finding a replacement provider, subject to availability. The ability to rebook or receive compensation depends on the timing, nature of the service, and provider availability. Pawkit does not guarantee successful rebooking but will make reasonable efforts to support the Pet Owner.

15.2 Cancellations by Service Provider

If a Service Provider cancels a Booking before or during the appointment period, Pawkit will refund any prepaid amounts for services not rendered, including applicable platform fees.

Service Providers are discouraged from cancelling without valid cause. Repeated unjustified cancellations may result in account review, suspension, or deactivation.

Substitution is allowed only if:

The substitute Service Provider has an active Pawkit account,
The Pet Owner agrees in writing,
The new provider complies with all applicable requirements.

15.3 Cancellations by Pet Owner

If a Pet Owner cancels a Booking, refunds will be issued in accordance with Pawkit’s service-specific cancellation policy, which is outlined in the respective service guidelines (e.g., grooming, veterinary, or medical sitting).

Pet Owners are responsible for reviewing the applicable cancellation policy provided at the time of Booking. If unsure, refer to the service guidelines on the Pawkit website or contact customer support.

15.4 How to Cancel

All cancellations must be done through official Pawkit channels — the app, website, or by contacting customer support. The official cancellation date is the date the request is submitted within the Pawkit system, regardless of private communications between parties.

15.5 Payment Disputes & Off-Platform Transactions

Pawkit disburses payment to Service Providers after the service is completed. Once released, any disputes are solely between the Pet Owner and Service Provider. Pawkit will not mediate financial disputes that arise after payout.

Attempts to circumvent Pawkit’s payment system (e.g., direct cash payments) violate these Terms. Pawkit reserves the right to suspend accounts, withhold payouts, or charge a fee equal to 100% of the transaction value. If services are arranged or paid for outside the Pawkit Platform, Pawkit is not liable for any damages, loss, injury, or failed delivery.

15.6 Discretionary Refunds

Pawkit reserves the right to issue full or partial refunds at its discretion if:

A Service Provider fails to deliver services,
There is evidence of poor conduct or violation of service standards,
There is a technical error resulting in unfulfilled service delivery.

15.7 Payment Holds

Pawkit may temporarily place a hold on payouts to a Service Provider in the following scenarios:

Suspicion of fraudulent activity or violation of Terms,
Ongoing dispute, complaint, or chargeback investigation,
Risk assessment to protect users or third-party rights.

During such holds, Service Providers will be notified. Holds are generally lifted after resolution or clarification.

15.8 Authorization to Charge

By confirming a Booking, you authorize Pawkit to charge your saved payment method for:

Service fees,
Additional approved charges (e.g., extra handling, add-ons),
Refund adjustments (where applicable).

You agree to maintain valid, up-to-date payment details in your account. If your payment method fails and your Booking cannot be charged, Pawkit and Service Providers are not obligated to proceed with the service.

15.9 Taxes

Except for taxes on Pawkit’s own income, you agree that:

You are responsible for your own tax obligations (e.g., GST, income tax, freelancer declarations),
Pawkit may collect, withhold, or report tax-related data as required by Singapore law or the relevant jurisdiction,
You may be asked to provide identification or tax documentation for compliance purposes. Failure to do so may result in account suspension or delay in payouts.

15.10 Payment Processing

Payments made through the Pawkit Platform are processed by third-party providers such as Stripe. Pawkit may update, replace, or supplement these providers at any time.

By using the Platform, you agree to:

Comply with Stripe’s terms (including Stripe Services Agreement and Stripe Connected Account Agreement),
Allow Pawkit to access your Stripe account for payout facilitation, dispute handling, and refunds,
Provide accurate and complete information about your identity and business as required for compliance.

You authorize Pawkit to act as your limited agent for receiving payments from Pet Owners. Once payment is received by Pawkit (or its payment processor), it is considered payment made to the Service Provider. If a payment fails or is reversed before disbursement, the Service Provider’s only recourse is through Pawkit, not the Pet Owner.

16. Intellectual Property

All content and materials made available on the Pawkit Platform — including text, graphics, logos, icons, images, software, databases, and documentation — are either owned by Pawkit or licensed to us. These materials are protected under copyright, trademark, and other intellectual property laws.

You may not use, copy, reproduce, modify, distribute, republish, display, or exploit any content from the Platform without prior written consent from Pawkit or the rightful owner.

The Pawkit name, logo, and all related service marks are registered or unregistered trademarks of Pawkit Pte. Ltd. or its licensors. Unauthorized use is strictly prohibited.

17. Indemnity

To the maximum extent permitted by law, you agree to indemnify, defend, and hold harmless Pawkit, its directors, officers, employees, agents, and affiliates from and against any claims, losses, liabilities, expenses, damages, and costs (including reasonable legal fees) arising out of or relating to:

Your access to or use of the Pawkit Platform,
Your content, conduct, or interactions with other users,
Your violation of these Terms or any applicable laws or regulations,
Any claims or disputes between you and a third party (including a Service Provider or Pet Owner).

This indemnity survives the termination of your use of the Platform.

18. Limitation of Liability

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

Any indirect, incidental, special, consequential, or punitive damages;
Loss of profits, income, goodwill, data, or business opportunities;
Any injury, damage, or loss related to services provided by third-party Service Providers;
Errors, delays, or failures in platform functionality beyond our reasonable control (e.g., outages, system bugs).

Pawkit’s total cumulative liability for any claims arising out of or related to the use of the Platform shall not exceed the amount you paid to Pawkit (excluding payments to Service Providers) in the twelve (12) months prior to the event giving rise to the claim.

19. Governing Law & Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of the Republic of Singapore, without regard to conflict of law principles.

Any disputes, claims, or proceedings arising out of or related to these Terms shall be subject to the exclusive jurisdiction of the courts of Singapore.

20. Entire Agreement & Miscellaneous

These Terms, together with our Privacy Policy and any additional service-specific policies, constitute the entire agreement between you and Pawkit regarding the use of the Platform.
If any provision of these Terms is found to be unenforceable, the remaining provisions shall remain in full force and effect. Unenforceable provisions shall be replaced with lawful alternatives reflecting the original intent of these Terms.
Pawkit’s failure to enforce any provision of these Terms does not constitute a waiver of our rights.
You may not assign or transfer your rights or obligations under these Terms without prior written consent. Pawkit may assign these Terms freely.

21. Contact Us

If you have questions or feedback about these Terms, contact us at:
📧 support@pawkit.sg
📱 +65 8854 0207