Parent Code of Conduct

Last Updated: 18/12/2025

PawTrack is a fairness-first, community-driven platform designed to connect Pet Parents with trusted Pet Professionals. To maintain transparency, safety, and multi-species welfare, all Pet Parents are expected to follow the following Code of Conduct.

1. Respectful Communication & Professionalism

Communicate respectfully and clearly with Pet Professionals.
Respond promptly to messages and appointment requests.
Be honest about expectations and service needs.
Treat Pet Professionals and their time with fairness and courtesy.

2. Accurate & Complete Pet Information

To ensure safe and species-appropriate care, Pet Parents must provide truthful and complete information to the best of their knowledge.

Pet species, breed, age, and weight.
Medical conditions, allergies, and medications.
Feeding instructions and routines.
Temperament, behavioural notes, or aggression risks.
Emergency contacts and veterinary details.

Pet Professionals rely on this information to deliver safe, humane care. Incomplete or misleading information may result in booking cancellation in line with platform policies.

3. Appointment Readiness & Safety

Pet Parents must ensure the following before and during appointments:

The pet is present, accessible, and ready at the scheduled time.
Safe access to the home, property, or appointment location is provided.
Essential items (leads, crates, medication, food, species-specific equipment) are available.
Instructions for handling or special care are clear and accurate.
Any risks to the Professional are disclosed in advance.

Failure to prepare the pet or location may result in a Parent No-Show designation where the appointment cannot proceed.

4. Cancellations, No-Shows & Reliability

Cancel as early as possible to respect the Professional’s schedule.
Understand that late cancellations and no-shows affect your reliability score.
Repeated no-shows or last-minute cancellations may affect account standing in line with platform policies.
Refund eligibility depends strictly on platform timing rules.

5. Payments & Platform Integrity

All payments must be completed through PawTrack’s secure Stripe integration.
Do not request or offer off-platform payments.
Chargebacks or payment disputes must be raised honestly and in good faith.

Off-platform payments undermine fairness, safety, and refund protections.

6. Respect for Professionals

Respect the Professional’s expertise and boundaries.
Do not pressure Professionals to perform unsafe or unethical actions.
Ensure your environment is safe for visiting Professionals and any animals they bring.
Provide accurate expectations for time, care needs, and outcomes.

7. Reviews & Community Trust

Reviews help uphold fairness and transparency across the platform. Parents agree to:

Provide honest and respectful reviews based on actual appointment experiences.
Avoid abusive, discriminatory, or retaliatory behaviour.
Use reviews to share insights that help others make confident, informed choices.

8. Multi-Species Respect & Welfare

PawTrack serves more than dogs. Pet Parents agree to respect and support safe care for all species.

Provide species-appropriate housing, tools, and handling conditions.
Inform the Professional of species-specific risks or sensitivities.
Ensure the pet’s welfare is prioritised throughout the appointment.

9. Grounds for Account Suspension

PawTrack may suspend or terminate Pet Parent accounts for:

Multiple no-shows or repeated last-minute cancellations
Providing false or dangerous pet information
Harassment, abuse, or unsafe conduct
Off-platform payment attempts
Fraudulent activity or misuse of refunds

By using PawTrack as a Pet Parent, you are expected to follow this Code of Conduct and commit to supporting a fair, safe, and transparent experience for both pets and professionals. The latest version will always be available on this page.