Platform Terms & Conditions

Last Updated: 18/12/2025

These Terms & Conditions (“Terms”) govern your access to and use of the PawTrack platform, owned and operated by CoreTrack Ltd (“PawTrack”, “we”, “us”, “our”). By creating an account or using our services, you agree to be bound by these Terms and all referenced policies.

1. Definitions

  • Pet Parent – a registered user who books services for an animal.
  • Pet Professional – an independent service provider offering pet care services through the platform.
  • Booking – the act of requesting a service through PawTrack.
  • Appointment – the scheduled time at which a booked service is intended to occur.
  • Review – feedback submitted following a completed appointment.
  • Reliability Event – booking outcomes including completions, cancellations, and no-shows that contribute to reliability scoring.

2. Role of PawTrack

PawTrack is a technology platform that connects Pet Parents with independent Pet Professionals.

  • PawTrack does not provide pet care services and is not a party to any service agreement between users.
  • Pet Professionals operate as independent businesses and are not employees, representatives, or agents of PawTrack.
  • PawTrack does not supervise appointments or provide pet care services. However, we operate verification, reliability, review, and moderation systems designed to promote safe, transparent, and accountable use of the platform.
  • Pet Parents are responsible for assessing suitability for their pet using the information, history, and disclosures available on the platform.

Additional details are available in the Pet Professional Agreement.

3. Eligibility & Account Registration

To use PawTrack, you must:

  • Be at least 18 years old.
  • Provide accurate and up-to-date personal or business information.
  • Maintain secure login details and notify us of unauthorised access.
  • Use the platform in compliance with all applicable laws and policies including applicable animal welfare and safeguarding obligations.

User responsibilities are further defined in the Acceptable Use Policy.

4. Platform Use & Booking Conduct

Pet Parents agree to:
  • Maintain accurate and truthful pet information.
  • Disclose behavioural, medical, or safety risks before appointments.
  • Use Stripe for all payments arranged on the platform.
  • Avoid off-platform booking or payment arrangements for appointments initiated on PawTrack.
Pet Professionals agree to:
  • Provide safe, humane, and species-appropriate care.
  • Comply with all licensing and insurance obligations.
  • Manage appointments responsibly using the platform.
  • Follow all PawTrack policies, including the Professional Code of Conduct.

Behaviour expectations are detailed in our Parent and Professional Codes of Conduct.

5. Subscriptions, Payments & Refunds

  • Pet Professionals access PawTrack via paid subscriptions.
  • Pet Parents may use the platform at no cost.
  • Payments for appointments are processed via Stripe on behalf of the Pet Parent and Pet Professional.
  • Refunds are issued in accordance with the Refund Policy.
  • We may modify subscription fees with reasonable notice. Any changes will not affect active subscription periods and will be communicated prior to renewal.

PawTrack is not the merchant of record for appointment payments.

6. Cancellations, No-Shows & Reliability

  • Cancellation windows and associated refunds are defined in the Refund Policy.
  • No-shows and late cancellations may affect reliability scoring in line with published rules.
  • Reliability scores reflect booking behaviour patterns, not moderation penalties.

Full rules are available in the No-Show Policy and Reliability Score Explanation.

7. Reviews & User Content

  • Reviews may be submitted only for completed appointments.
  • Content must be accurate, respectful, and compliant with published policies.
  • PawTrack may moderate content that violates published policies, with actions taken in accordance with the Platform Moderation Policy.
  • By submitting content, you grant PawTrack a non-exclusive licence to display it on the platform.

See the Review Policy for detailed rules.

8. Limitations of Liability

PawTrack is not responsible for:

  • Service outcomes, injuries, or damages arising from appointments.
  • The accuracy of user-submitted profiles, pet data, or qualifications.
  • The actions or omissions of Pet Parents or Professionals.
  • Off-platform interactions or agreements.
  • Losses arising from downtime, technical issues, or platform unavailability.

PawTrack’s maximum liability is limited to the amount paid by the user (if any) for platform access during the previous 12 months, except where prohibited by law.

9. Account Suspension & Termination

PawTrack may suspend or terminate accounts where:

  • Policies are violated.
  • Credible safety or welfare concerns are reported.
  • Fraud, misuse, or abusive behaviour occurs.
  • Insurance or identity cannot be verified when required.

Enforcement actions follow the Platform Moderation Policy.

10. Intellectual Property

All platform content, trademarks, and software are the property of CoreTrack Ltd. Users may not reproduce, modify, or distribute platform materials without permission.

11. Governing Law

These Terms are governed by the laws of England and Wales. Any legal proceedings shall be brought before the courts of England and Wales.

12. Changes to These Terms

PawTrack may update these Terms at any time. Continued use of the platform after updates indicates acceptance of the revised Terms.

Where changes materially affect user rights or obligations, we will provide advance notice where practicable.