Pet Support Terms of Service

Last updated: March 2024

By accessing or using our platform, including any content, functionality, and services offered on or through our platform (the "Service") by Pet Support and its subsidiaries, collectively referred to herein as "Pet Support," "we," "us," and "you" or "user" means you as a user of the Service.

Please read the Terms of Service carefully before you start to use the Service. By using the Service, opening an account, or by clicking to accept or agree to the Terms of Service when this option is made available to you, you accept and agree, on behalf of yourself or on behalf of your employer or any other entity (if applicable), to be bound and abide by these Terms of Service, which is incorporated herein by reference. You further acknowledge, you have read and understood our Privacy Policy. If you do not want to agree to these Terms of Service or the Privacy Policy, you must not access or use the Service.

This Service is offered and available to users who are at least 18 years of age and of legal age to form a binding contract. If you are under 18 and at least 13 years of age, you are only permitted to use the Service through an account owned by a parent or legal guardian with their appropriate permission. If you are under 13, you are not permitted to use the Service. By using the Service, you represent and warrant that you meet all of the foregoing eligibility requirements. If you do not meet all of these requirements, you must not access or use the Service.

1. Key Terms For the purpose of these Terms of Service, the following definitions shall apply:

Consultations: Sessions booked by Users on PET Support platform to receive advice and guidance from Coaches on pet care, including, but not limited to, nutritional plans and behavioral strategies.

Coaches: Independent contractors who are certified pet care professionals offering consultations through Pet Support. Coaches are not employees of Pet Support or any other subsidiary of Pet Support..

Service Booking: The process by which a User reserves a consultation with a Coach on Pet Support’s platform.

Service Fee: The amount payable by the User to Pet Support for facilitating a consultation with a Coach. This fee is inclusive of any taxes applicable.

Pet Profile: Information provided by the User about their pet(s) to assist Coaches in tailoring consultations to meet specific needs.

Marketplace: Pet Support operates as a marketplace that connects Users with Coaches to facilitate the booking of pet care consultations.

User Account: An account created by a User on the Pet Support platform to access and use the Service.

2. Overview Pet Support offers a specialized platform designed for pet owners seeking professional advice and consultations on pet care. To utilize the Service, Users must register for an account, providing accurate and complete information. Pet Support facilitates connections between Users and certified pet Coaches, allowing for the booking of personalized consultations. A Service Fee is charged for each booking, with prices determined by the individual Coach. Users are responsible for maintaining the confidentiality of their account information and are liable for all activities conducted through their account. Pet Support is committed to protecting User privacy and upholds a stringent privacy policy. By engaging with Pet Support’s marketplace, Users agree to comply with these Terms of Service and acknowledge the platform's role as a facilitator in the booking process, not as a direct provider of pet care advice.

3. Service Description: Pet Support operates as a marketplace that facilitates the booking of consultations with certified pet coaches ("Coaches"). These consultations may include, but are not limited to, discussions on nutritional plans and behavioral advice for pets.

4. User Obligations: As a user, you agree to provide accurate and current information about yourself and your pet(s) as required by the service. You acknowledge that the success of consultations greatly depends on the completeness and accuracy of the information you provide.

5. Coach Services: Coaches are independent contractors and not employees of Pet Support. While we strive to maintain a network of qualified professionals, we do not guarantee the verification of the credentials, qualifications, or abilities of any Coach. Pet Support is not involved in the actual transaction between customers and Coaches. As such, we have no control over the quality, timing, legality, failure to provide, or any other aspect whatsoever of the services rendered by Coaches.

6. Limitation of Liability: Pet Support shall not be liable for any actions, claims, damages, costs, or expenses arising from or related to the services provided by Coaches booked through the platform. It is the sole responsibility of users to select a Coach and to negotiate the terms for any services provided by the Coach. Users agree to take reasonable precautions in all communications and interactions with Coaches.

7. Disclaimer of Warranties: Pet Support makes no representations or warranties as to the conduct of Coaches or their compatibility with any current or future users. In no event shall Pet Support be liable for any damages whatsoever, whether direct, indirect, general, special, compensatory, consequential, and/or incidental, arising out of or relating to the conduct of you or anyone else in connection with the use of the service.

8. Indemnification: You agree to indemnify and hold harmless Pet Support, its affiliates, officers, agents, and other partners and employees, from any loss, liability, claim, or demand, including reasonable attorney's fees, made by any third party due to or arising out of your use of the service in violation of this Agreement and/or arising from a breach of this Agreement and/or any breach of your representations and warranties set forth above.

9. Modification of Terms: Pet Support reserves the right, at its sole discretion, to modify or replace these Terms at any time. If a revision is material, we will provide at least 30 days' notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.

10. Buyers

10.1 Basics Users are prohibited from offering direct payments to Coaches using payment systems outside of Pet Support’s platform. Pet Support reserves the right to use all publicly shared consultations and related outputs for Pet Support marketing and promotional activities. Users may request specific pet care consultations through the platform's feature. Services requested on Pet Support must comply with the platform's guidelines on approved services. Users are advised against utilizing the request feature for purposes other than seeking pet care consultations on Pet Support.

10.2 Purchasing Refer to the Payment Terms section for details on making payments through Pet Support platform, including information on fees and taxes. Furthermore, Users have the option to request a Custom Consultation which caters to specific requirements of their pet(s), and receive a tailored offer from Coaches through the platform. Users are strictly prohibited from offering to pay, or making payment to Coaches using any method other than through Pet Support. Should a User be prompted to use an alternative payment method, it must be reported immediately to Customer Support.

11. Consultation Bookings

11 .1 Basics Upon submitting a request for a consultation, pet parents will receive a notification confirming that their request has been sent to the chosen Coach. Coaches have the option to either accept or deny the booking request. Once a Coach accepts a request, all further communications and the delivery of consultation services will be conducted through Pet Support’s integrated inbox feature. Coaches are required to send a scheduling link for the consultation call and deliver any agreed-upon outputs directly to the pet parent via the inbox. Pet Support assigns a unique booking number to each approved consultation request for tracking and reference purposes. Misuse of the inbox feature to circumvent the intended booking process will be closely monitored and may result in booking cancellation, impact the Coach's rating, and could lead to account suspension. A booking is considered complete after the consultation has been delivered to the pet parent's satisfaction and acknowledged in the inbox. If no issues are raised within 3 days following the delivery, the booking will automatically be marked as complete. This period can be extended by up to 5 additional days upon request by the pet parent. Users and Coaches are encouraged to resolve any disputes directly through communication in the inbox. If disputes cannot be resolved or if there is unauthorized use of the platform, Pet Support Customer Support can be contacted for assistance. For more details on dispute resolution, booking cancellations, and refunds, please refer to the Payment Terms.

11.2 Managing Consultation Bookings When a User books a consultation, the Coach is notified via email as well as through notifications on the site while logged in. It's important to note that there is no platform-wide delivery policy in place for the delivery of consultation outputs, such as documents or guides. Coaches have the flexibility to outline their own delivery commitments within their service descriptions, such as stating, "I will deliver a follow-up guide to you within 7 days of our booking." However, these commitments are solely the responsibility of the Coaches, and Pet Support does not monitor or enforce delivery dates. Any documents or guides resulting from consultations will be sent directly to the User via the platform's messaging system. There is no formal process for requesting revisions of delivered materials. Instead, Coaches may offer the option of booking a "follow-up consultation" to address any further needs or clarifications. This approach allows for additional flexibility and customization in the service delivery, catering to the unique requirements of each User and their pet. Users are encouraged to communicate openly with Coaches through the messaging system to discuss any follow-up needs or additional consultations.

11.3 Feedback Feedback from Users is a crucial component of Pet Support’s rating system. For more information on our review system, please refer to the platform guidelines. Reviews will only be removed in instances of clear violations of our Terms of Service or Community Standards. To safeguard the integrity of our review system, all feedback must originate from legitimate and eligible bookings. Arrangements made to artificially enhance Coach ratings, or to exploit Pet Support’s platform, will lead to a permanent suspension of all involved accounts. Coaches are prohibited from withholding service delivery, files, or information required to complete the consultation with the intent of securing favorable reviews or additional services. Coaches may not request the removal of feedback reviews from Users through mutual cancellations. Once both User and Coach have submitted their reviews, or the review period has elapsed, all reviews will be made public. Work Samples will be added to a Coach's profile page as part of their reviews if the User opts to publish the Work Sample while providing a public feedback review. Work Samples consist of delivered images and videos sent to a User in a delivery message. By using Pet Support, you acknowledge that you have read these Terms of Service, understand them, and agree to be bound by their terms and conditions.

12. Proprietary Restrictions Pet Support’s website, including its overall structure, design, interface, databases, algorithms, and all content provided therein, is the sole property of The BK Pets and is protected under copyright, trademark, and other forms of intellectual property law. Trademarks such as The BK Pets®, Pet Support®, are proprietary to The BK Pets. Users are explicitly forbidden from engaging in actions such as, but not limited to: copying, distributing, modifying, creating derivative works from, publicly displaying, or reproducing the website or any of its components in any form; reverse engineering or attempting to discover the source code of the website; removing or altering any copyright or proprietary notices on the website; using unauthorized software or devices to modify or interact with the website; attempting unauthorized access to, or causing harm to, the website or its associated networks and systems; bypassing or disabling any security or content protection measures; using automated systems or software to extract data from the website for any purpose; introducing malicious software or harmful data into Pet Support’s system; using the website in a way that could damage, disable, overload, or impair it, or interfere with others' use; or accessing or using the website in any manner not explicitly permitted by these Terms of Service. Users also agree not to allow or enable others to carry out any of the aforementioned prohibited actions.

Except for the limited rights granted herein for using the website according to these Terms of Service, all rights, titles, and interests in and to the website and its content, excluding User Generated Content (UGC), are owned by The BK Pets. Users agree not to undertake any action that would conflict with The BK Pets ownership rights. All rights not expressly granted are reserved by The BK Pets in relation to the website and its content.

13. Feedback Rights By providing Pet Support with feedback, suggestions, or other comments regarding the Pet Support’s platform or website, as well as other services provided by Pet Support’s (collectively, "Feedback"), users grant Pet Support an exclusive, royalty-free, perpetual, irrevocable, worldwide license to use such Feedback. This includes the right to utilize, adapt, modify, reproduce, distribute, and create derivative works from the Feedback without any obligation to implement such Feedback or provide compensation.

14. Confidentiality Users, especially Coaches, acknowledge that in the course of providing consultations, they may receive confidential information from Users for the purpose of delivering the consultation services. Such confidential information must be treated with the utmost secrecy and protection against unauthorized use and disclosure. Accordingly, Coaches agree to: maintain all received information in strict confidence; not disclose the information to any third parties; use the information solely for the purpose of delivering the ordered consultation services; and not copy or reproduce any of the information without explicit permission from the User.

15. General Terms Pet Support reserves the right to suspend or permanently disable accounts for breaches of these Terms of Service and/or any applicable Community Standards. This includes providing low-quality services, illegal or inappropriate use of the website or services. Users with disabled accounts will no longer be able to engage in transactions on Pet Support’s platform. Users are encouraged to use security features to protect their accounts from unauthorized use and must be able to prove account ownership to Customer Support upon request. Pet Support may update these Terms of Service at any time, with changes becoming effective after posting the updated terms on the website. Continued use of the website after such updates will constitute acceptance of the revised Terms of Service.

17. Disclaimer of Warranties THE SERVICE, INCLUDING ALL CONTENT, FUNCTIONS, MATERIALS, AND INFORMATION MADE AVAILABLE ON OR ACCESSED THROUGH THE SERVICE, IS PROVIDED "AS IS," WITHOUT REPRESENTATIONS OR WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. TO THE FULLEST EXTENT PERMISSIBLE BY LAW, PET SUPPORT, ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES, AND AGENTS DISCLAIM ALL WARRANTIES, EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. PET SUPPORT DOES NOT WARRANT THAT THE SERVICE OR THE FUNCTIONS, FEATURES, OR CONTENT CONTAINED THEREIN WILL BE TIMELY, SECURE, UNINTERRUPTED, OR ERROR-FREE, THAT DEFECTS WILL BE CORRECTED, OR THAT THE SERVICE OR THE SERVERS THAT MAKE IT AVAILABLE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. PET SUPPORT MAKES NO WARRANTY THAT THE SERVICE WILL MEET USERS' REQUIREMENTS. NO ADVICE, RESULTS, OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY YOU FROM PET SUPPORT OR THROUGH THE SERVICE SHALL CREATE ANY WARRANTY NOT EXPRESSLY MADE HEREIN. IF YOU ARE DISSATISFIED WITH THE SERVICE, YOUR SOLE REMEDY IS TO DISCONTINUE USING THE SERVICE. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY YOU FROM PET SUPPORT OR THROUGH OR FROM THE SERVICE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED IN THE TERMS.

18. Limitation of Liability TO THE FULLEST EXTENT PERMITTED BY LAW, IN NO EVENT WILL PET SUPPORT, ITS AFFILIATES, OFFICERS, EMPLOYEES, AGENTS, SUPPLIERS, OR LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION, LOSS OF PROFITS, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, RESULTING FROM (I) YOUR ACCESS TO OR USE OF OR INABILITY TO ACCESS OR USE THE SERVICE; (II) ANY CONDUCT OR CONTENT OF ANY THIRD PARTY ON THE SERVICE; (III) ANY CONTENT OBTAINED FROM THE SERVICE; AND (IV) UNAUTHORIZED ACCESS, USE OR ALTERATION OF YOUR TRANSMISSIONS OR CONTENT, WHETHER BASED ON WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE) OR ANY OTHER LEGAL THEORY, WHETHER OR NOT WE HAVE BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGE, AND EVEN IF A REMEDY SET FORTH HEREIN IS FOUND TO HAVE FAILED OF ITS ESSENTIAL PURPOSE.