Terms and Conditions

Last updated: July 15, 2026

1. General Provisions

These Terms and Conditions (hereinafter referred to as the "Terms") govern your access (hereinafter "You" or "Consumer") to and use of the website https://www.flat4pet.com/ and the Flat4Pet mobile application (together hereinafter referred to as the "Platform"), which provide Consumers with the technical ability to find each other, communicate, and arrange pet care services such as dog walking, drop-in visits, house sitting, and pet boarding.

The Platform is owned and operated by EuroAFF.com S.à.r.l., a legal entity registered under the laws of the Grand Duchy of Luxembourg with registration number B280385, located at 21 Rue du Puits Romain, 8070 Bertrange, Luxembourg (hereinafter referred to as the "Company," "We," or "Us").

We provide access to the Platform, which allows Pet Owners to find, contact, and book Caregivers for pet care Services. The Company does not itself provide pet care services, does not directly participate in Communication between Consumers, does not control the terms of their agreements, and is not a party to any agreements that may be made between the Owner and the Caregiver.

Except where a verification feature is expressly provided by the Platform, We do not independently verify Consumers, their experience, intentions, or compliance with any standards, so You are solely responsible for evaluating another Consumer before establishing contact and entering into any agreements. All decisions regarding interactions with other Consumers are made at your own discretion and risk.

Owners and Caregivers are fully responsible for complying with all applicable local laws regulating their activities on the Platform. This includes, but is not limited to, requirements related to licensing, registration, veterinary control, animal welfare rules, tax obligations, and other regulatory requirements in their jurisdiction.

We strive to ensure transparency and compliance with international standards for the operation of the Platform. By using the Platform, you agree to comply with these Terms, which regulate your rights, obligations, and principles of interaction with other Consumers and the Company's administration.

In addition to these Terms, your interaction with the Platform is governed by the Privacy Notice, which details how we collect, store, and process your data.

By gaining access to or using the Platform, you agree to abide by these Terms. If you do not agree with any part of the Terms, you may not access or use the Platform.

1.2. Acceptance of the Terms

This Agreement is considered accepted by You at the moment when You:

• click the "Accept" button or any similar confirmation button during the use of the Platform, which explicitly indicates your agreement with the Terms;
• register an Account on the Platform;
• gain access to or use any functionality of the Platform.

Clicking the "Accept" button or using the Platform is the primary and mandatory way to agree to this Agreement. Your consent means that You have fully reviewed the Terms, understand them, and agree to abide by them.

If You do not agree with any provision of these Terms, You do not have the right to use the Platform, register an Account, or access its functionality.

1.3. Right to Use

The Platform is available for use solely by individuals who are at least 18 years old and have the legal capacity to enter into legally binding agreements in accordance with the laws of their jurisdiction.

By using the Platform, You confirm that:

• You are at least 18 years old at the time of registration and use of the Platform;
• the use of the Platform in Your jurisdiction does not violate applicable laws;
• You are acting on your own behalf or are authorized to represent an organization on whose behalf You are using the Platform.

The Company reserves the right to request confirmation of age and legal capacity, as well as to temporarily restrict access or remove an Account if it is determined that the Consumer does not meet the specified requirements or violates these Terms.

2. Definitions

This section defines the main terms used in the Agreement to ensure a clear understanding of the Terms outlined.

Content: any information, materials, data, text, images, videos, audio files, or other digital objects that a Consumer uploads, posts, transmits, or otherwise provides through the Platform's functionality.

Owner (Pet Owner): a Consumer who owns or has legal rights over a Pet and uses the Platform to find and book a Caregiver for the provision of Services. The Owner guarantees that they have all the necessary rights over the Pet and that any agreement with the Caregiver does not infringe upon the rights of third parties.

Caregiver: a Consumer who offers and, by prior agreement with the Owner, provides Services for the Owner's Pets under mutually agreed conditions. The Caregiver acts as an independent provider, is not an employee, agent, or representative of the Company, and agrees to fulfill all agreed responsibilities related to the Services.

Pets: any pets owned or legally in the possession of the Owner for which the Caregiver provides Services according to the previously agreed terms. The Owner guarantees that the Pets do not pose a threat to the life, health, or safety of the Caregiver or third parties and undertakes to provide all necessary information regarding their care, feeding, medical needs, and behavioral traits.

Services: pet care services arranged between the Owner and the Caregiver through the Platform, which may include dog walking, drop-in visits, house sitting (care provided in the Owner's home), pet boarding (care provided in the Caregiver's home), and other pet care services made available through the Platform's functionality.

Booking: an arrangement between the Owner and the Caregiver made through the Platform for the provision of specific Services, including the type of Service, dates and times, price, and other agreed conditions.

Period: the agreed-upon timeframe between the Owner and the Caregiver during which the Caregiver provides the Services according to the Booking.

Payment Method: a payment instrument owned by the Consumer or provided to them legally, used for making payments on the Platform. This includes, but is not limited to, bank cards (debit, credit, prepaid), e-wallets, payment system accounts, bank transfers, digital payment methods (Apple Pay, Google Pay, etc.), and other payment methods supported by the Platform.

Account: the personal electronic profile of the Consumer on the Platform, created and used for identification, authentication, and interaction with other Consumers, as well as for accessing the full functionality of the Platform.

Communication: any exchange of information between Consumers through the Platform's functionality, including text messages, comments, requests, or other allowed means of communication to arrange Services, agree on cooperation terms, provide or receive consultations, share experiences, and resolve issues arising during the use of the Platform. Consumers must adhere to principles of ethical communication and refrain from actions that could harm other Consumers or the Company.

Rules: internal standards of the Platform that define acceptable forms of interaction between Consumers, establish ethical communication norms, and regulate behavior during the use of the Platform.

3. Use of the Platform

The Platform provides Consumers with the technical ability to establish contact, exchange information, and arrange Services. We are not a party to the agreements between Owners and Caregivers but merely provide the Platform as a digital tool for their interaction.

The Platform's functionality allows Consumers to create and manage an Account, post information about themselves and their Pets or Services, view other Consumers' profiles, engage in Communication within the Platform, make and manage Bookings, and exchange information necessary to arrange the Services.

The Company does not verify the accuracy of the information posted by Consumers and does not guarantee its correctness or alignment with the expectations of other Consumers. All Communication and any agreements related to the Services occur directly between Consumers, who are solely responsible for evaluating the reliability of the information provided by others.

We do not guarantee uninterrupted access to all Platform features, as technical, commercial, or legal circumstances may arise that require temporary restrictions or changes to functionality. The Company reserves the right to update, modify, or discontinue certain features without prior notice to Consumers if necessary to improve the Platform's operation or comply with legal requirements.

Using the Platform does not create any employment, agency, partnership, or other legal relationships between the Company and the Consumers beyond access to the Platform's functionality in accordance with these Terms. Caregivers provide Services as independent providers and are solely responsible for their own tax, social security, licensing, and insurance obligations.

The Company does not guarantee that a Consumer will find a suitable Owner or Caregiver, that agreements between Consumers will be properly fulfilled, or that the use of the Platform will meet the Consumer's expectations.

We reserve the right, at our sole discretion, to modify or supplement the Platform's functionality, introduce new features or restrictions, and update these Terms in connection with such changes.

Registration and Account

To use the full functionality of the Platform, the Consumer must create an Account. Registration is a mandatory condition for accessing the Platform's functionality, including Communication between Consumers and making Bookings.

An Account may only be created by an individual who, at the time of registration:

• has reached the age of 18;
• has full legal capacity in accordance with the laws of their jurisdiction;
• agrees to these Terms and the Privacy Notice.

By registering, the Consumer confirms that all information provided during Account creation is current, accurate, and complete.

The Company reserves the right to request additional verification of the Consumer's identity or information provided during registration if necessary to comply with legal requirements or protect the rights of other Consumers. Verification may include document checks, selfies, and additional data validation. In the event the Consumer refuses to undergo the required verification, the Company has the right to restrict or terminate access to the Platform.

The Account is personal and may only be used by the Consumer who created it. The Consumer may not use another person's Account or transfer access to their own Account to third parties, regardless of the purpose of such transfer.

The Consumer is personally responsible for the security of their Account, including maintaining the confidentiality of registration data. In the event of suspected unauthorized access to the Account, the Consumer must immediately notify the Company.

The Company is not liable for any damages caused by unauthorized use of the Account if such access occurred due to the Consumer's fault.

The Consumer is obliged to keep the information in their Account up-to-date. If any information changes that may affect the use of the Platform, the Consumer must immediately update the relevant data.

If the Company detects or receives reasonable suspicion that the Consumer's data is inaccurate, misleading, or outdated, the Company may temporarily restrict the Consumer's access to the Platform's functionality until the information is corrected.

Identity Verification

The Company may require a Consumer to verify their identity before accessing certain Platform functions, offering or receiving Services, processing payments, or where verification is reasonably necessary for safety, fraud prevention, dispute resolution, or enforcement of these Terms.

Verification may require the Consumer to provide a valid identity document, a recent photograph or selfie, and other information reasonably necessary to confirm the Consumer's identity.

Verification is currently performed manually by authorised personnel acting on behalf of the Company. A successful verification confirms only that the information reviewed reasonably appears to correspond to the person submitting it. It does not constitute a guarantee of that Consumer's character, competence, reliability, suitability, intentions, or future conduct.

The Company may request additional information where a submitted document is incomplete, expired, illegible, inconsistent, or reasonably suspected to be inaccurate or fraudulent.

A Consumer who refuses to provide reasonably requested verification information may be unable to access some or all Platform functions. Before permanently restricting or terminating an account based on a failed verification, the Company may provide the Consumer with an opportunity to submit corrected information or request manual reconsideration, except where doing so could compromise security, fraud prevention, or a legal investigation.

Identity-verification information is processed in accordance with the Privacy Notice.

Referral Program

The Company may conduct referral programs to encourage Consumers. Participation in the program is voluntary, and all terms are determined solely by the Company. The Company does not guarantee any reward and reserves the right to refuse to provide it or to change the conditions of the program without explanation. Any breach of the Terms, attempts to misuse the program, or suspicion of fraudulent activities are grounds for immediate cancellation of the reward.

The Company also reserves the right to suspend or terminate the referral program at any time without prior notice. Decisions regarding the provision or cancellation of the reward are final and not subject to review.

The Company shall not be held liable for any technical failures, delays, or loss of access to the referral program. Participation in the program does not create any obligations for the Company towards the Consumers, except for those explicitly stipulated in the program terms.

Restrictions on the Use of the Platform

Consumers are required to use the Platform in accordance with its intended purpose and applicable laws. Any violation of these Terms may result in temporary restriction of access or deletion of the Account.

The Platform may not be used to engage in actions that violate applicable laws, including fraud, manipulation, or any other illegal activities. Creating fake Accounts, intentionally providing false information, misleading other Consumers, or using the Platform to obtain illegal benefits or avoid compliance with these Terms is prohibited.

Any commercial use of the Platform outside its intended purpose without prior approval from the Company is prohibited. This includes, but is not limited to, advertising, directing Consumers to third-party services, offering or selling goods and services unrelated to the Services, as well as using the Platform for any other entrepreneurial activity outside its intended purpose.

Arranging or paying for Services outside the Platform in order to circumvent the Platform's booking and payment mechanisms or any applicable fees is prohibited.

Unauthorized use, copying, modification, or distribution of any materials protected by intellectual property rights is a violation of these Terms and may result in sanctions as provided by applicable law.

Any attempts to interfere with the operation of the Platform, including testing its vulnerabilities, using automated tools to collect information, or bypassing technical limitations, constitute a serious violation of these Terms.

Consumers may not post, distribute, or transmit Content through the Platform that:

• violates the law, contains false information, or misleads other Consumers;
• incites hatred, contains calls to violence, discrimination, or other illegal actions;
• contains personal data of others without their consent;
• contains viruses, malware, or dangerous links.

The Company reserves the right to remove any Content that violates these Terms without prior notice to the Consumer.

Access Restrictions and Account Deletion

The Company may temporarily restrict access or delete a Consumer's Account in the event of:

• violation of these Terms, the Privacy Notice, or other rules of the Platform;
• provision of false, misleading, or non-compliant information;
• actions that may harm the Platform, the Company, other Consumers, or Pets;
• use of the Platform for illegal activities;
• requests from government authorities or court orders to restrict access.

If a Consumer's actions pose a threat to the security of the Platform, other Consumers, or Pets, the Company may immediately apply a temporary access restriction. Such restrictions may be imposed in cases of fraud, manipulation, animal mistreatment, or systematic violations of the Platform's policies, as well as if the Consumer is located in a country where the use of the service contradicts international sanctions or regulatory requirements.

The Consumer will be notified of the access restriction or Account deletion with an indication of the general reasons unless otherwise required by law or the demands of competent authorities.

The Consumer has the right to contact the Company for further information or to submit a reasoned request for review of the decision. The Company will review the request within a reasonable period and notify the Consumer of its final decision.

Temporary access restrictions or Account deletion do not entitle the Consumer to a refund of any fees paid, unless otherwise provided by applicable law or these Terms.

Geographical Restrictions and Platform Usage Safety

Access to the Platform may be restricted for Consumers who are citizens or residents of countries subject to international sanctions or recognized as territories with a high level of political or security instability. This decision is based on the requirements of international law, sanction regimes imposed by the United Nations, the European Union, the United States of America, and other international organizations. Such countries include, but are not limited to, the Russian Federation, North Korea, Syria, Iran, Somalia, Afghanistan, and other jurisdictions subject to international restrictions or sanctions. The list of such countries may be updated by the Platform Administration in response to changes in the international situation without prior notice to Consumers.

Consumers are solely responsible for ensuring that their place of residence or location does not violate these conditions. In case of a breach of these conditions, the Administration reserves the right to immediately suspend or permanently terminate the Consumer's access to the Platform without compensation.

Any attempts to circumvent technical restrictions, including the use of VPNs, proxy servers, or other means of hiding the real location, constitute a direct violation of these Terms and will result in the immediate termination of access to the Platform.

Furthermore, it is prohibited to offer or request Services in high-risk areas, particularly in regions with ongoing active military operations, declared martial law or a state of emergency, as well as in areas with significant risk of natural disasters or epidemiological threats. Posting such offers or creating related requests will be considered a violation of these Terms and will entitle the Administration to remove the relevant Content and restrict the Account.

4. Communication on the Platform

Communication on the Platform is a means of interaction between Consumers, allowing for the arrangement of Services, discussion of cooperation details, exchange of necessary information, and resolution of other matters related to the use of the Platform.

Communication is carried out through:

• text messages within the Platform;
• a feedback and rating system to form the reputation of Consumers;
• other digital communication tools provided by the Platform, which may be modified or supplemented by the Company.

THE COMPANY IS NOT A PARTY TO THE COMMUNICATION BETWEEN CONSUMERS AND IS NOT RESPONSIBLE FOR THE CONTENT OF MESSAGES, THEIR ACCURACY, OR ANY AGREEMENTS REACHED BETWEEN CONSUMERS THROUGH COMMUNICATION.

The use of Communication is voluntary. Consumers acknowledge and agree that any information transmitted through Communication may affect their reputation and interactions with other Consumers.

Allowed Use of Communication

Consumers may use the Communication functionality solely for the following purposes:

• discussing the terms of the Services and Bookings;
• coordinating all necessary issues arising during the interaction between Consumers;
• exchanging impressions, leaving feedback, and providing recommendations within the Platform's functionality;
• resolving issues related to the technical use of the Platform.

Any use of Communication that goes beyond the stated allowed purposes constitutes a violation of these Terms.

THE COMPANY DOES NOT PARTICIPATE IN THE SEARCH FOR ALTERNATIVE SOLUTIONS IF EITHER PARTY IS UNABLE TO PROVIDE OR RECEIVE THE SERVICES.

Restrictions on the Use of Communication

Consumers are prohibited from using Communication for the following purposes:

• making agreements or discussing actions that violate the current legislation of the Consumer's country or the country where the Services are provided;
• disseminating any information that violates current legislation, including but not limited to materials that incite violence, discrimination, fraud, damage to the honor, dignity, or business reputation of others, infringement of intellectual property rights, or any other illegal activities;
• sending commercial proposals unrelated to the use of the Platform;
• advertising goods, services, or external platforms that are not part of the Platform;
• using Communication to collect contact data or attract Consumers to other services;
• misleading other Consumers, providing false or distorted information to gain benefits;
• demanding prepayment or any form of financial compensation outside the agreed terms of the Booking;
• using Communication to bypass established interaction, booking, or payment mechanisms on the Platform;
• using offensive language, spreading insulting, discriminatory, or degrading statements;
• making threats, blackmailing, or applying any form of psychological pressure on other Consumers;
• intentionally creating conflict situations or provocations;
• transmitting, publishing, or distributing personal data of other Consumers or third parties without their consent;
• transmitting payment details, bank card numbers, or any financial information via Communication, unless provided by the Platform's functionality;
• discussing any confidential aspects of the Company's activities or details that could harm its reputation or finances;
• sending files or links containing malicious software or viruses;
• using bots, automated tools, or any methods that may affect the Platform's security;
• attempting to bypass technical restrictions or blocks set by the Company.

5. Arrangement of the Services

A Booking is a mutual agreement between the Owner and the Caregiver, which is formed as a result of their interaction on the Platform. THE COMPANY IS NOT A PARTY TO THESE AGREEMENTS, DOES NOT CONTROL THEIR CONTENT OR PERFORMANCE, AND IS NOT RESPONSIBLE FOR ANY VIOLATIONS OR NON-FULFILLMENT OF OBLIGATIONS BY THE PARTIES.

Consumers are required to ensure that the Services comply with all applicable legal norms, including the legislation of the country where the Services are provided. This includes, but is not limited to, compliance with animal welfare requirements, obtaining necessary permits and licenses (if required), adherence to veterinary regulations, quarantine restrictions, special requirements set by local authorities, and ensuring the legality of the use of premises where the Services are provided, including compliance with rental agreements and fulfillment of other obligations arising from legal norms or contractual relations.

The Company does not verify the compliance of the activities of Owners and Caregivers with current legislation and does not guarantee such compliance. The entire responsibility for adhering to legal norms and obtaining necessary permits (if needed) lies solely with the Consumers.

Before using the Platform and agreeing on the terms of a Booking, each Consumer is required to independently verify that their activities comply with all applicable legal norms and requirements established by the current legislation of the country in which the Services are provided.

Key Terms of a Booking

The Owner and the Caregiver agree on the terms of each Booking, including the type of Service (e.g., dog walking, drop-in visits, house sitting, or boarding), the duration and schedule, the price, the responsibilities of the parties, and the interaction procedure. The Period is determined by the parties and includes specific start and end dates and times for the Services.

The Caregiver's responsibilities may include providing the Services according to the provided instructions and, where the Services are provided in the Owner's home, adhering to the conditions of access to the home, using its resources only within the agreed terms, and treating the home with care. The Owner's responsibilities include providing complete and accurate information about the Pets, ensuring access to the Pets (and, where applicable, to the home), and creating appropriate conditions for the Services to be performed.

The parties also agree on the Communication procedure, including the methods of contact, the frequency of updates regarding the Pets' condition, and actions to take in case of emergencies.

Owner's Responsibilities

The Owner is responsible for providing accurate information, creating suitable conditions for the Services, and ensuring the possibility of their proper execution.

The Owner must provide truthful and up-to-date information about the Pets, including their health condition, care needs, dietary requirements, vaccination status, and behavioral characteristics. Where the Services are provided in the Owner's home, the Owner also guarantees that they have legal grounds for granting access to the home to a third party and comply with all applicable regulations governing such relations.

The Pets left under the Caregiver's supervision must not pose a danger to the Caregiver or third parties. The Owner must provide the necessary means for the Services, including food, medication, leashes, accessories, and other resources aimed at ensuring the proper care and well-being of the Pets. During the entire Period, the Owner must remain reachable for the Caregiver and provide necessary support in case of any issues or unforeseen situations.

Caregiver's Responsibilities

The Caregiver agrees to provide the Services responsibly, adhering to the agreed terms and ensuring the well-being of the Pets throughout the entire Period.

The Caregiver must comply with all agreed-upon care instructions, including regular feeding, ensuring access to water, proper walking (if applicable), and monitoring the Pets' health. The Caregiver must treat the Pets humanely, avoid any actions that could harm them, and not leave them unattended in situations that could pose a danger.

Where the Services are provided in the Owner's home, the Caregiver must treat the home with care, comply with the established rules for its use, and avoid causing damage to the Owner's property. Where the Services are provided in the Caregiver's home (boarding), the Caregiver must ensure a safe and suitable environment for the Pets. In the event of a sudden deterioration in the Pets' health, the Caregiver must immediately notify the Owner and, if necessary, consult a veterinarian.

Throughout the entire Period, the Caregiver must maintain communication with the Owner, promptly respond to inquiries, and provide current information regarding the Pets' condition.

Cancellation of a Booking and Emergency Situations

If either party is unable to fulfill the agreed terms of a Booking due to unforeseen circumstances, they must immediately inform the other party through Communication and, where applicable, cancel or modify the Booking through the Platform's functionality.

Actions of the Caregiver if unable to continue providing the Services:

• Notify the Owner of the circumstances preventing the Services.
• If possible, continue providing care until the Owner or another person who can assume responsibility arrives or is arranged.
• In case of a serious threat to the Pets' health, contact veterinary services.

Actions of the Owner if unable to hand over the Pets for the Services:

• Notify the Caregiver as soon as possible through Communication.
• Cancel or reschedule the Booking through the Platform, if possible.

Mandatory Safety Measures Before the Services Begin

The Owner and Caregiver must complete all the steps outlined below before the Services begin. Failure to comply with these requirements is the sole responsibility of the respective Consumer. The Company does not participate in the verification process, does not control the implementation of these measures, and is not liable for any consequences that may arise from non-compliance.

Owner's Actions

The Owner, who entrusts their Pets (and, where applicable, access to their home) to the Caregiver, is advised and, where indicated, obligated to:

• Familiarize themselves with the Caregiver's profile on the Platform, including reviews and interaction history with other Consumers.
• If necessary, request additional information about the Caregiver's experience in caring for Pets.
• Clearly outline all of the Caregiver's duties in writing.
• Provide detailed care instructions, including dietary needs, feeding schedule, veterinary care, walking routine, behavioral characteristics, and potential health risks for the Pets.
• Provide the contact information of the veterinary doctor or the nearest veterinary clinic.
• Ensure proper conditions for performing the Services.
• Provide access to all necessary resources, including food, medications, care items, and other supplies required for the proper provision of the Services.
• Where the Services are provided in the Owner's home, inform the Caregiver about any specific features of the home that may affect its use (alarm system, access to utilities, house rules, presence of neighbors or third parties with access rights, as well as the presence of surveillance cameras or other monitoring devices, their location, and purpose of use, etc.).
• Where the Services are provided in the Owner's home, ensure that granting access does not violate the rights of third parties, including landlords, co-owners, or others with legal interests in the property.

Caregiver's Actions

The Caregiver, who accepts the responsibility of providing the Services, is obligated to:

• Ensure that the Owner has the legal right to entrust the Pets (and, where applicable, access to the home) to them.
• Require clear written instructions from the Owner regarding the care of the Pets.
• Familiarize themselves with the Pets' veterinary history, living conditions, and potential risks.
• Clarify with the Owner what actions to take in case of an emergency or worsening health of the Pets.
• Ensure compliance with the agreed conditions of the Services.
• Verify the availability of all necessary resources for the Services.
• Ensure that the environment is safe for both the Caregiver and the Pets, and that there are no threats to health or safety.

6. Bookings, Payments, and Fees

Prices for the Services are set or agreed within the Platform and are displayed to the Owner before the Booking is confirmed. The Platform may charge service fees for the use of its functionality; any such fees will be clearly disclosed to the Consumer before payment.

Payments for Bookings and any Platform fees are made through the Platform and are processed by accredited third-party payment service providers, in accordance with their terms and privacy policies. THE COMPANY IS NOT A FINANCIAL INSTITUTION AND DOES NOT PROCESS PAYMENTS DIRECTLY.

The Consumer is required to use a valid, current, and authorized Payment Method. If the payment cannot be processed due to reasons beyond the Company's control (e.g., insufficient funds, refusal by the issuing bank, technical limitations of the payment provider), the Company reserves the right to suspend the relevant Booking or temporarily restrict the Consumer's access to the full functionality of the Platform until proper payment is received.

THE COMPANY IS NOT RESPONSIBLE FOR ANY POSSIBLE DAMAGES TO THE CONSUMER ARISING FROM SUCH ACCESS LIMITATIONS.

Payment for the Services is made in the currency specified during the booking process and may include taxes or fees imposed by the payment systems, which are the responsibility of the Consumer.

Cancellations and Refunds

Bookings may be cancelled by either party through the Platform's functionality. The applicable cancellation conditions, including any deadlines and refund rules, are displayed to the Consumer before the Booking is confirmed and form part of the Booking.

Refunds, where applicable, are processed to the original Payment Method through the third-party payment provider. Fees already charged by payment systems, as well as Platform service fees, may be non-refundable, except in cases provided by applicable law or the applicable cancellation conditions.

Paid Features

The Company may offer optional paid features or plans that extend the functionality of the Platform (e.g., increased visibility of a Caregiver's profile or additional tools). The scope, price, duration, and renewal conditions of any paid feature are provided to the Consumer directly before the purchase is confirmed. Where a paid feature renews automatically, the Consumer will be informed of this before the purchase and may disable renewal in the Account settings before the next payment date.

Right of Withdrawal

Consumers in the European Union have the right to withdraw from a contract for digital services concluded with the Company within 14 days from its conclusion without providing any reasons. If the Consumer expressly requests that the provision of the service begins during the withdrawal period and the service is fully performed, the right of withdrawal is lost; if the service is partially performed, the Consumer may owe a proportionate part of the price.

To exercise the right of withdrawal, the Consumer must submit a request through customer support. This right applies to contracts between the Consumer and the Company (e.g., paid Platform features) and does not override the cancellation conditions applicable to Bookings between Consumers.

Disputing Unauthorized Payments

If the Consumer believes that funds were charged in error or without their authorization, they have the right to submit a request to customer support to investigate the circumstances of the transaction.

If an error is confirmed, the funds will be refunded within 14 working days. If the transaction was made in violation of these Terms or due to fraudulent actions by the Consumer, a refund will not be issued.

7. Intellectual Property

All rights to the Platform, including the software code, design, database, logo, trademarks, texts, graphic elements, and any other materials, belong to the Company or are used on a legal basis.

Consumers are granted a limited, non-exclusive, revocable, and non-transferable right to access and use the Platform solely within its functionality and in accordance with these Terms. The use of any elements of the Platform outside of its functional capabilities without the prior written consent of the Company is prohibited.

Any copying, distribution, modification, translation, decompilation, reverse engineering, or any other unauthorized use of the materials or its software without the Company's permission constitutes a violation of intellectual property rights and may result in legal liability under applicable laws.

Content and License

Consumers may post or upload Content to the Platform, including text materials, photos, reviews, and other information. By posting any Content on the Platform, the Consumer grants the Company a non-exclusive, worldwide, free, perpetual, and revocable license to use, store, reproduce, modify, adapt, publish, translate, distribute, and create derivative works based on this Content as necessary for the functioning of the Platform.

The Company does not acquire ownership rights over the Content but has the right to remove or block any Content that violates these Terms, applicable laws, or may harm the Company or other Consumers.

The Consumer confirms that they have all necessary rights to the Content and do not infringe upon the rights of third parties, including intellectual property rights, commercial rights, privacy rights, or personal data.

Prohibited Actions Regarding Intellectual Property

Consumers are prohibited, without the prior written consent of the Company, from:

• Copying, modifying, distributing, or reproducing any elements of the Platform, including its design, structure, software, database, logos, and textual materials;
• Creating derivative products based on the Platform or its functionality;
• Using the Company's logos, trademarks, domain names, or other intellectual property objects for personal, commercial, or promotional purposes;
• Removing or altering any copyright, trademark, or other legal notices contained on the Platform;
• Circumventing technical protection mechanisms of the Platform, performing hacking attacks, decompiling, or engaging in any activities aimed at gaining unauthorized access to the source code or internal infrastructure of the Platform.

Violation of these provisions may result in the limitation or deletion of the Consumer's Account and the application of legal measures in accordance with applicable laws.

The Company is not liable for any damages, losses, or injuries resulting from the use of the Platform, its functionality, or any Content posted by Consumers.

Intellectual Property Violations and Complaints

If any person believes that their intellectual property rights have been infringed as a result of using the Platform, they may file a complaint with the Company by sending an email with the relevant evidence to info@flat4pet.com.

The complaint regarding an intellectual property violation must contain the following information*:

• Identification of the intellectual property object: a clear description of the object in question (e.g., title of the work, trademark, patent, etc.).
• Proof of rights to the object: documents or other evidence supporting the claimant's rights to the respective object (e.g., registration certificate, references to official registers, copies of authorial works, contracts, or other relevant materials).
• Description of the violation: a detailed account of the circumstances of the violation, including the method and extent of unauthorized use of the object.
• Reference to the violation: specific URLs or other details that allow identifying the content or actions that caused the violation.
• Contact details of the claimant: full name or company name, email address, postal address, and phone number for contact.

*The Company reserves the right to request additional information or documents to verify the complaint.

The Company will review the complaint within a reasonable timeframe and, if necessary, conduct an investigation into the possible violation of rights. If a violation is confirmed, the Company has the right to temporarily restrict access to the relevant content or remove it. The Company may also take other actions as provided by applicable laws and these Terms.

8. Limitation of Liability and Disclaimer of Warranties

The Company provides Consumers access to the Platform "as is" and "as available" without any warranties, either express or implied. This means that the Company does not guarantee the uninterrupted or error-free operation of the Platform, its availability at any given time, or its compliance with the Consumer's expectations.

THE CONSUMER UNDERSTANDS AND AGREES THAT THE USE OF THE PLATFORM IS AT THEIR OWN RISK, AND THE COMPANY SHALL NOT BE LIABLE FOR ANY FAILURES, INTERRUPTIONS, ERRORS, OR CONSEQUENCES ARISING FROM THE USE OF THE PLATFORM.

The Company reserves the right to temporarily or permanently suspend the operation of the Platform, modify or remove its functionality without prior notice to the Consumers if necessary to comply with legal requirements or ensure security.

Limitation of Liability of the Company

The Company's maximum liability to the Consumer in any circumstances shall not exceed the total amount of fees actually paid by the Consumer to the Company for the use of the Platform during the last 12 months prior to the claim.

If the Consumer has made no payments to the Company, the Company shall not bear any financial responsibility to such Consumer.

No provision of these Terms excludes or limits the Company's liability in cases where such limitation or exclusion is unlawful under applicable law.

Absence of Warranties Regarding the Results of Use

The Company does not guarantee that:

• The Platform will operate continuously, without failures, or technical errors;
• Information published by Consumers is accurate, up-to-date, or complete;
• The use of the Platform will lead to specific results, including the successful arrangement or performance of the Services, or meet the Consumer's expectations;
• The content posted on the Platform does not violate legal requirements, is truthful, or error-free.

Any use of information posted on the Platform is at the Consumer's discretion. The Company is not responsible for any decisions or actions made by Consumers based on the functionality of the Platform.

Absence of Liability for Actions of Third Parties

The Company is not responsible for any actions or inactions of Consumers, including but not limited to:

• Improper execution of agreements between the Owner and the Caregiver regarding the Services;
• Inaccuracy, incompleteness, or falsehood of information posted by Consumers on the Platform;
• Physical, material, or moral harm that may arise from interactions between Consumers, including harm to Pets or property;
• Violation by Consumers of the rights of third parties or applicable legislation;
• The performance of the Services and ensuring safety during their execution.

THE COMPANY IS NOT OBLIGATED AND DOES NOT CONDUCT A COMPREHENSIVE CHECK OF ALL CONSUMERS, DOES NOT GUARANTEE THEIR GOOD FAITH, AND DOES NOT ASSUME RESPONSIBILITY FOR THEIR PERFORMANCE OF OBLIGATIONS TOWARD OTHER CONSUMERS OR THIRD PARTIES.

The Company is not an insurance agent and does not provide insurance services. At the Consumer's request, we may offer contact information for an insurance agent for their convenience. However, the Company is not responsible for any agreements, services, or terms offered by these third parties and does not guarantee that such services will meet your expectations.

The Platform may contain links to third-party resources, including websites for making donations to support shelters. The Company is not involved in the collection, distribution, or control of funds donated through these third-party resources and is not responsible for how such funds are used by third parties.

Consumers are solely responsible for:

• Evaluating another Consumer before agreeing to a Booking;
• Complying with the legal norms applicable in their jurisdiction;
• Any harm caused to Pets or property within the scope of the Services.

THE COMPANY IS NOT A PARTY TO ANY LEGAL RELATIONSHIP BETWEEN CONSUMERS AND IS NOT A MEDIATOR IN RESOLVING DISPUTES BETWEEN THEM.

Disclaimer of Liability for Content and Communication

The Company does not conduct verification, confirm, or guarantee the accuracy, relevance, or compliance of the Content with applicable laws, including messages sent within the Communication framework.

The Consumer who posted the Content is fully responsible for its substance, legality, and the consequences of publishing such Content.

The Company is not liable for:

• The content of text messages, reviews, ratings, and other materials posted by Consumers;
• Any agreements made through Communication, including their compliance;
• Potential damages arising from the use or non-use of Content;
• Any consequences of distributing, publishing, or transmitting Content, including potential infringement of third-party rights.

Communication carried out outside the functionality of the Platform or through third-party communication tools (messengers, social networks, phone calls, etc.) is beyond the Company's responsibility. We do not assume any obligations regarding its content, consequences, or agreements reached in this manner. All risks associated with such interactions are borne by the Consumers.

THE CONSUMER IS SOLELY RESPONSIBLE FOR THE ACCURACY AND COMPLIANCE WITH APPLICABLE LAWS OF THE CONTENT THEY POST, AS WELL AS THE CONSEQUENCES OF INTERACTIONS WITH OTHER CONSUMERS THROUGH THE PLATFORM.

The Company has the right but is not obligated to monitor Content and other materials posted on the Platform. If any Content violates these Terms, legislation, or third-party rights, the Company may remove it without prior notice.

Absence of Obligations Regarding Content Storage

The Company does not guarantee the retention, availability, or archiving of Content after it has been posted on the Platform. In the event of Content removal, the Company is not obligated to restore it or provide the Consumer with any backups.

The Consumer is solely responsible for maintaining copies of any information or materials they post through the Platform.

Disclaimer of Liability for Payment Transactions

The Company is not a financial institution and does not process Consumer payments directly. All payment transactions are handled through third-party payment service providers, and therefore, the Company is not responsible for:

• Inability to use the full functionality of the Platform due to technical failures on the part of payment systems or banking institutions;
• Refusal by the issuing bank to process a payment, regardless of the reasons for such refusal;
• Currency exchange fluctuations and additional fees imposed by the bank or payment system;
• Errors, failures, or unauthorized charges made by payment providers.

THE CONSUMER IS OBLIGATED TO INDEPENDENTLY VERIFY THE TERMS OF PAYMENT, EXCHANGE RATES, FEES, AND OTHER CONDITIONS SET BY THEIR BANK OR PAYMENT SYSTEM.

Limitation of Liability Regarding Changes to Paid Features

The Company is not liable for any financial losses, lost profits, or other damages incurred by the Consumer in connection with the cancellation or change in the cost of paid features, provided that such cancellation or change was made in accordance with these Terms.

The Company reserves the right to suspend or cancel the Consumer's access to paid features in case of violation of these Terms, fraudulent activities, or other violations that may harm the Platform, Consumers, or third parties. In such cases, the Consumer is not entitled to a refund or any other compensation.

9. Compensation for Damages and Legal Protection

The Consumer agrees to fully compensate the Company for any direct or indirect damages, expenses, financial obligations, fines, as well as all actual and documented expenses related to legal defense (including, but not limited to, costs of legal assistance, court fees, and other expenses incurred in the conduct of the case) arising from:

• The Consumer's violation of the provisions of these Terms or any other regulatory documents governing the use of the Platform.
• The Consumer's use of the Platform in a manner that contradicts applicable law, public order, or the legitimate interests of third parties.
• The Consumer's publication of any information or Content that:
• infringes the intellectual property rights of third parties;
• damages the business reputation, honor, dignity, or other rights of third parties;
• contains false, misleading, or illegal information.

In case the Company is presented with claims, lawsuits, or demands from third parties, government bodies, or other entities related to the above circumstances, the Consumer agrees to:

• Immediately, upon the Company's first request, provide all necessary explanations, documents, and other information that may be needed to protect its interests.
• Compensate all expenses incurred by the Company in connection with the consideration of such claims or lawsuits, regardless of the outcome.
• Participate in the relevant case (if necessary) or ensure full representation of the Company's interests in judicial or extrajudicial proceedings.

The Company reserves the right to independently conduct legal defense in any case related to such claims, without approval from the Consumer, while the Consumer remains responsible for compensating all related expenses.

Restrictions on Involving the Company in Legal Proceedings

The Consumer agrees not to initiate or facilitate the involvement of the Company as a third party, co-defendant, defendant, or any other participant in judicial, arbitration, administrative, or other legal proceedings initiated by the Consumer or third parties, unless such involvement is absolutely required by applicable law.

10. Dispute Resolution

Consumers have the right to file a complaint about the actions of other Consumers in case of a violation of these Terms or other Platform policies. Complaints are submitted through the relevant features of the Platform or by contacting the Company's support service.

The Company reserves the right to request additional evidence from the complainant for the review of the complaint. If the information provided in the complaint is insufficient or not supported by relevant evidence, the Company may leave the complaint unaddressed.

The Company will review complaints within a reasonable time frame, but it is not obligated to resolve disputes between Consumers and does not guarantee the application of sanctions against another Consumer, even in the case of a justified complaint.

No Obligation of the Company to Resolve Consumer Conflicts

The Company does not act as a mediator in disputes between Consumers and does not participate in negotiations to resolve conflicts between them.

Consumers are solely responsible for resolving any disagreements that may arise during their interaction through the Platform, including, but not limited to, disputes regarding the terms of Bookings, compliance with agreements, or the provision or receipt of compensation.

If a conflict cannot be resolved through negotiation between Consumers, they have the right to seek resolution through competent judicial or alternative dispute resolution mechanisms in accordance with applicable law.

Jurisdiction and Applicable Law

These Terms are governed by and interpreted in accordance with the laws of the Grand Duchy of Luxembourg.

Any disputes between the Consumer and the Company arising in connection with these Terms, their performance, interpretation, or termination, shall be subject to the jurisdiction of the courts of Luxembourg, unless otherwise provided by the legislation of the Consumer's country of residence.

Local Legislation and Dispute Resolution

Consumers who are residents of different countries may have additional rights according to local laws.

Consumers from the European Union (EU)

Consumers who are residents of EU member states have additional rights under EU consumer protection laws, specifically:

• Directive 2011/83/EU on consumer rights;
• Directive 2013/11/EU on alternative dispute resolution (ADR Directive).

In case of a dispute related to consumer rights, the Consumer has the right to contact national bodies or organizations responsible for alternative dispute resolution (ADR) in their country.

The Company is not obligated to participate in ADR procedures unless otherwise required by the legislation of the EU member state in which the Consumer is registered. However, the Company may voluntarily agree to ADR in exceptional cases if it aligns with its dispute resolution policy.

If applicable legislation mandates mandatory pre-litigation dispute resolution through ADR, the Consumer must undergo the appropriate procedure before filing a lawsuit in court.

None of the provisions in this section limit the Consumer's rights granted by mandatory provisions of EU law or the law of the member state in which the Consumer resides.

Consumers from the United States of America (USA)

For Consumers who are residents of the USA, these Terms are governed by federal law of the United States and the law of the state in which they reside, unless otherwise specified in these Terms.

Any disputes arising between the Consumer and the Company will be resolved through arbitration in accordance with the Federal Arbitration Act (FAA) and administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, available at www.adr.org.

Before filing an arbitration claim, the Consumer must notify the Company in writing of the dispute and attempt to resolve it within at least 30 days.

Exceptions to mandatory arbitration include:

• Disputes related to intellectual property (patents, trademarks, copyrights);
• Claims for injunctive relief or emergency judicial measures (e.g., in cases of platform abuse, cybersecurity violations, etc.).

If any part of this provision is found invalid, the arbitration agreement remains valid to the extent allowed by law.

Consumers from the United Kingdom (UK)

Residents of the United Kingdom have additional rights under the UK Consumer Rights Act 2015 and may access the UK Alternative Dispute Resolution (ADR) scheme.

Consumers from Canada

Consumers from Canada may have additional rights under the Canada Consumer Protection Act.

In the event of a dispute, Canadian residents can file a complaint with the Competition Bureau Canada or contact provincial regulators such as the Ontario Consumer Council or the Quebec Consumer Council.

Consumers from Australia

Residents of Australia are governed by the Australian Competition and Consumer Act 2010.

A consumer has the right to withdraw from a contract if the Company violates any of the consumer rights stipulated by law.

Consumers from Other Countries

If a Consumer is a resident of a country that provides a mandatory dispute resolution mechanism or additional consumer protection guarantees, they may have the right to contact the relevant regulatory bodies in their jurisdiction.

The Company reserves the right to voluntarily offer alternative dispute resolution mechanisms in certain cases, if this aligns with the interests of the Consumers and the Company.

If any provision of these Terms is found to be invalid or unenforceable under applicable law, this will not affect the validity or enforceability of the other provisions, which will remain valid and enforceable.

11. Changes to the Terms

The Company reserves the right to make changes, additions, or updates to these Terms at any time, if necessary, to improve the Platform's operation, ensure compliance with legal requirements, or adapt to changes in the Company's business model. Updated Terms become effective upon their publication on the Platform, unless otherwise specified in the relevant notice or legal requirements.

Consumers are responsible for independently tracking the current version of the Terms and familiarizing themselves with any changes made. Continuing to use the Platform after the updated Terms become effective means the Consumer's full and unconditional agreement with the updated provisions. If a Consumer disagrees with the changes, they must cease using the Platform and, if necessary, deactivate their Account.

If the changes to the Terms significantly affect the rights and obligations of the Consumers, the Company may notify them additionally through Communication channels available on the Platform, including but not limited to email or notifications in the Account. The Company is not obliged to notify about insignificant or editorial changes that do not affect the essence of the Consumer's interaction with the Platform.

In case of discrepancies between the previous and updated versions of the Terms, the most recently published version shall apply.

12. Final Provisions

Contact Information

For matters related to the operation of the Platform, Consumers may contact customer support through the Platform's functionality or via email at info@flat4pet.com.

Official notices, claims, or legal inquiries must be sent in writing to the Company's email address provided above.

Force Majeure

The Company is not liable for any improper performance or non-performance of its obligations to Consumers in the event of force majeure circumstances beyond the Company's reasonable control. Such circumstances include, but are not limited to:

• Natural disasters: earthquakes, floods, hurricanes, fires, and other natural catastrophes.
• Military actions: war, military conflicts, mass unrest, acts of terrorism, sabotage.
• Legal restrictions: imposition of sanctions, changes in legislation, regulations, or decisions of government bodies that prevent the operation of the Platform.