Terms and conditions

Last Updated: 8th January 2024

JPLC Limited (company number 12911760) trading as Tailster.com (“the Site”) provides an online platform covering web and mobile devices, that connects pet owners with others who wish to offer pet related services such as hosting pets in their home, or services such as dog walking. By using the Site, you agree to comply with and be legally bound by these Terms and Conditions (“Terms”), whether or not you become a registered user of the Services.

The Site includes an Online platform through which Suppliers (Defined below) may create listings for services they offer and Pet owners may learn about and book such services from the Suppliers. You acknowledge and agree that Tailster is not a party to any agreements entered into between Suppliers and Pet owners - Pet owners contract for services directly with Suppliers; nor is Tailster a Broker, Agent or Insurer. Tailster has no control over the conduct of Pet owners, Suppliers, pets or any other users of the site and disclaims all liability in this regard.

Definitions

"Content" means text, graphics, images, music, software, audio, video, information, documents, compilations, data or other materials.
"Pet owner" or "client" means a person who completes the account registration process and searches for, contacts and books Supplier Services via the Site.
"Supplier" means a person who completes the account registration process and creates a services profile via the Site.
"Supplier services" means pet related services provided by Suppliers.
"Supplier profile" or "Profile" means the profile wherein a supplier states their prices and information about the services they offer.

How the site works

The Site can be used to facilitate the listing and booking of Supplier services. Such Supplier services are included in their Profiles. You may visit the Site to view Supplier profiles whilst unregistered but in order to book or contact a Supplier, you must first register to create an account.

Tailster makes available a platform or marketplace - providing the technology for Pet owners and Suppliers to meet online and arrange for the booking and payment of Supplier services. Tailster does not provide any pet related services. Tailster's responsibilities are limited to: (i) facilitating the availability of the Site and (ii) serving as the limited agent of each Supplier for the purpose of accepting payments from Pet owners on behalf of the Supplier.

Please note that Tailster does not and cannot control the content contained in any Supplier profiles or the provision, quality, condition, legality or suitability of any Supplier services. Tailster is not responsible for and disclaims any and all liability related to any and all Supplier profiles and Supplier services. Therefore, any bookings of Supplier services are made at each Pet owner’s own risk.

Registration

In order to be a Supplier or Pet owner, you will be required to register with the Site. You agree by registering, to provide and maintain true, accurate, current and complete information about yourself as prompted by the Site. If any of Your registration data is inaccurate or incomplete, we may terminate your account immediately. We also reserve the right to reject a registration application if we determine in our sole discretion that the applicant is not an appropriate Supplier. We have no obligation to disclose the reason for our decision to reject an application.

Financial Terms

Tailster, through its network of Suppliers, arranges for the provision of the Supplier Services to Pet owners. As a Supplier, you may set the pricing of your quotes and the terms for your service within the parameters permitted by the Site. Tailster charges a Service Fee of 30% to the Supplier to cover costs that include, but are not limited to: payment processing, Site administration and marketing. As a Supplier, you contractually agree that the first and all future bookings made with a client introduced by Tailster will be booked via the Site or over the phone to Tailster Head office. Failure to abide by this policy will lead to suspension from the Site.

If you, the Supplier, book with any client outside of Tailster, that was introduced to you by Tailster, you must pay an introduction fee of £250 per client payable to Tailster. This is irrespective of your status as a live user of the Site. For the avoidance of doubt, this £250 introduction fee is applicable for services rendered in the UK, and for a period of 5 years from the date of introduction. The £250 introduction fee will not be chargeable if the Supplier can demonstrate time-stamped evidence that communications were made with the Pet Owner before details were exchanged on Tailster.

It is the responsibility of the Supplier to inform Tailster of any care that is commencing. If the pet owner has not booked online, Tailster will create the booking as a cash payment booking and collect the Service Fee from the Supplier.

A Pet Owner can book Supplier Services through the site and choose to pay the Supplier in cash as well as online payments through Tailster. It is only through booking through Tailster that a pet owner benefits from the protection the platform offers.

When a booking is made for cash payment, responsibility for collection of funds for Supplier services now, and in the future, remains the responsibility of the Supplier. Tailster will charge the Supplier’s card the Service Fee immediately for one off bookings. For online payments, the Service Fee will be deducted from the payment made by the Pet Owner before passing to the Supplier.

If the Service Fee is not collected within 7 days of re-attempts, the Introduction Fee may become chargeable. Tailster will get in touch with the Supplier to enable collection of these fees.

For ongoing and repeat bookings, Tailster will charge the Supplier the Service Fee due based on Service Record submissions. If a Service Record has not been submitted, Tailster will automatically charge the Service Fee based on the Booking on the assumption that care has taken place.

As a Pet Owner, you may book Supplier Services through the site. Tailster reserves the right to charge a Booking Fee (determined at our sole discretion) and this will be presented to you during the booking process if relevant.

Tailster will validate your card upon submission of your booking and will store the Credit card details securely in accordance with PCI DSS compliance rules. The Supplier will be given 3 business days to respond to the booking request or the booking may be automatically cancelled. When the Supplier accepts the booking request, the full amount of the booking will be charged to the Pet Owner’s card immediately. Tailster reserves the right to cancel any reservations for which the payment is not visible in the account within 4 days of the booking and will inform the Supplier.

Each Supplier appoints Tailster as their sole limited agent, solely for the purpose of collecting payments made by Pet Owners on behalf of the Supplier when made online. Each Supplier agrees that payment made by a Pet owner shall be considered the same as a payment made directly to said Supplier in relation to the charging of the Service Fee.

Pet owners should ensure that the Supplier is provided with contact information to reach them in the event of an emergency or medical situation arising involving their pet. The Supplier should make reasonable efforts to contact the Pet owner and notify them of the situation and also contact Tailster. Tailster will make reasonable efforts to notify the Pet owner of the situation during normal business hours.

If the Pet owner cannot be reached following reasonable efforts - the Pet owner authorises the Supplier and Tailster to authorise care on their behalf in order to promptly treat the pet. If the insurance policy is valid for this booking, the costs may be covered but limited to the details of the insurance policy.

Tailster reserves the right to remove a Pet owner’s pet from a Supplier’s home should we deem it necessary for the safety of the Supplier, any persons living with them or the Supplier’s pets. Tailster will make reasonable efforts during business hours to contact the Pet owner and assist in finding alternative care. Tailster will use its best judgement to find adequate care until the Pet owner is able to retrieve their pet.

Home dog boarding is not appropriate for all dogs - you acknowledge that it is your sole responsibility as the Pet owner to determine if home dog boarding is best for your dog and to select the Supplier carefully. Tailster makes no representations or warranties regarding the quality or positive features of a Supplier. Tailster is not party to any agreement or transaction between Pet owner and Supplier and therefore, cannot verify or authenticate any claims made by a Supplier. It is important you share any and all relevant information about your pet, including medical issues prior to engaging and booking with a Supplier. You also acknowledge and agree that the entire risk arising out of your use of the site is yours and Tailster is not liable. It is the sole responsibility of the pet owner to make a decision in their best interests.

Payment processing services for Pet owners and Suppliers on Tailster are provided by Stripe and are subject to the Stripe Connected Account Agreement, which includes the Stripe Terms of Service (collectively, the “Stripe Services Agreement”). By agreeing to these terms or continuing to use the Site, you agree to be bound by the Stripe Services Agreement, as the same may be modified by Stripe from time to time. As a condition of Tailster enabling payment processing services through Stripe, you agree to provide Tailster accurate and complete information about you and your business, and you authorize Tailster to share it and transaction information related to your use of the payment processing services provided by Stripe.

Cancellation and Refunds

As a Pet owner, you should discuss the cancellation policies with the Supplier you intend to book with as they may have their own specific cancellation policies. Funds are held by Tailster until the end of the stay. If the dates are shorter than expected, the booking amount will be adjusted pro-rata (less fees) and outstanding balance paid to Pet owner and/or Supplier.

Refunds will be placed as funds into the Tailster Owner wallet to be spent on care. A Pet owner may request that these funds are paid back to the card they used, subject to a 5% admin fee. The admin fee does not apply to refunds placed as funds into the wallet.

Supplier Profiles

As a supplier, you may create a Supplier profile where you can list, but not limited to, your place and pets (if relevant), the type and availability of Supplier services you provide, pricing and related rules and financial terms. These profiles will be made publicly available via the Site. Pet owners will be able to book your services via the Site based upon the information provided in your Supplier Profile and other information you may have communicated directly with the Pet owner. You understand and agree that once a Pet Owner books your services, the price for such Services may not be altered unless you express the change in price to Tailster and the full booking value has gone through the Site. Tailster reserves the right at any time and without prior notice, to remove or disable access to any Supplier profile for any reason, in violation of these Terms and Conditions or otherwise harmful to the Site.

Each and every user offering services (“Supplier”) must ensure that they are compliant with the local regulations. Each council operated different rules and regulations and it is important you research local laws to determine whether you are required to apply for a Licence. Tailster is NOT liable for Suppliers having applied for any relevant Licences.

As a supplier you must ensure:

that animals are at all times kept in suitable accommodation suitable as respects construction, size, temperature, lighting, ventilation, number of occupants and cleanliness.
that animals are adequately supplied with suitable food, drink and bedding, adequately exercised and visited at suitable intervals
that all reasonable precautions will be taken to prevent and control the spread among animals of infectious diseases
that a record is kept of any animals taken care of including dates, name & address of owner and such records are available for inspection at all times by the local authority if required.

Each Supplier is solely responsible for obtaining all permits, licences and other permissions required to offer or provide any dog boarding services or other services. Tailster assumes no responsibility for a Supplier’s failure to obtain such permits, licences or permissions.

As a Supplier, you also acknowledge and agree that Tailster nor a Pet Owner who has made a booking with you have any responsibility to reimburse or cover you for any property damage caused by a guest pet, and you hereby agree not to seek any such reimbursement or other damages from Tailster or the Pet owner.

Employment

Tailster is not an employment service and does not serve as an employer of any user signing up to the Site. It is the Supplier’s responsibility to disclose any income made through bookings on the site and Tailster will not be liable for any tax or withholding, including but not limited to unemployment insurance, employers liability, social security, PAYE, NIC in connection with your use of the Site. You understand and agree that if Tailster is found to be liable for any tax in connection with your use of the Site, then you will immediately reimburse and pay to Tailster an equivalent amount including any penalties and interest incurred.

Use of the Site

Any personal information submitted to the Site is governed by our Privacy Policy. In consideration of being allowed to use the Site, you agree that the following actions shall constitute a material breach of these Terms:

Accessing or using the site for competitive purposes
Impersonating another person or entity
Using the Site in a way that is intended to harm other users
Behaving or acting any way that creates a negative experience for an existing Site user, to be determined at the sole discretion of Tailster
Behaving or acting in any way that is unprofessional to any Tailster staff member that may cause upset or harm, to be determined at the sole discretion of Tailster
Sending threatening or potentially defamatory private messages to users on the Site
Suppliers failing to provide periodic photo updates to the Members of the site
Failing to respond to messages from Dog owners on a timely basis on a repeat basis, to be determined at the sole discretion of Tailster
Receiving more than one validated negative review provided to Tailster
Using a profile with incorrect or erroneous information
Modifying, mirroring, injecting or filtering or changing any Content on the Site without Tailster’s written consent
Usage of any tools to access, copy, acquire information, or monitor the Site or any portion or Content thereof
Circumventing any measures implemented by us aimed at preventing violations of the Terms by creating a new user

Tailster reserves the right, in its sole discretion, to terminate a user’s access to the Site due to any act that would constitute a violation of the Terms. It is your obligation to comply with all applicable state, federal and international laws. This also applies to all tax laws and regulations that apply to your activity on the Site. You are responsible for maintaing the confidentiality of your account information and password and for restricting access to such information.

Limitation of Liability and Release

By agreeing to serve as a Supplier of services to a Pet owner, you expressly assume the risk of any damages including property damages or personal injury, which you or anyone else present in your residence may suffer. We always recommend a Meet and Greet takes place where all pets, including resident pets in the home of the Supplier meet, before providing and agreeing the booking of services in order to mitigate as many risks as possible.

Should you agree to serve as a Supplier, you agree and acknowledge the following:

I agree that I am and others living in my residence including children are voluntarily agreeing to board a pet belonging to another person at my home. I am assuming all risk of personal injury, death or disability to those in my residence that might result or arise from the boarding of this pet in my home, or any damage, loss or harm to my reason or personal property. I understand the risks that come with boarding a pet and providing Supplier services, and I agree on behalf of myself and/or others in my residence and my/their personal representatives, heirs, successors to hold Tailster, its affiliates, officers, directors, agents, employees and members (the “Releases”) harmless from any and all claims or causes of action arising out of the boarding of this pet in my home.
I expressly release and discharge Releases from any and all liability, claims, demands or causes of action whatsoever arising whilst providing Supplier services. This release is valid and effection whether the damage, loss or death is a result of any act or omission on the part of any of Releases. This waiver and release of all liability includes, without limitation, any injuries, illness or accidents which may occur as a result of the pet boarding in my home. By proceeding with this transaction, I understand that I voluntarily give up my right to sue the above mentioned parties.

Whether you are a Pet owner or a Supplier, you agree not to hold Tailster or its affiliates, offices, directors, employees, agents or third party providers liable for any damage, suits, claims and controversies (collectively, “liabilities”) that have arisen or may arise relating to your use of our Site and services, including without any limitation any liabilities arising in connection with (a) any instruction, advice, act or service provided by Tailster or its affiliates, officers, directors, employees, agents or third party providers, (b) any destruction of your information, (c) failure of the Supplier to provide services to the pet owner, (d) any disputes with any users of the Site, (e) any injuries or harm suffered by you or any third party, (f) any injuries or harm suffered by other pets, (g) any damage or harm to personal property or belongings, (h) any other conduct, act or omission of any other party.

You agree that the limitations specified in this section will survive and apply even if any limited remedy specified in these Terms is found to have failed of its essential purpose. You also expressly acknowledge and agree that Tailster has set its prices and entered into these Terms in reliance upon the limitations of liability specified herein, which allocate the risk between you and Tailster and form a basis of the bargain between the parties.

Disclaimer of Warranties

Except where expressly provided otherwise by Tailster, the content and services offered on the site are provided "as is," and are for use as contracted herein. Except for the express warranties set forth herein, Tailster and its affiliates, officers, directors, employees, agents, as well as its third party providers, hereby disclaim all express or implied representations, warranties, guaranties, and conditions with regard to the site, the hosts, the content, and the goods and services associated therewith including but not limited to any implied representations, warranties, guaranties, and conditions of merchantability, fitness for a particular purpose, title and non-infringement, and quality of goods and services except to the extent that such disclaimers are held to be legally invalid.

Tailster and its third party providers make no representations, guarantees or warranties regarding the reliability, availability, timeliness, quality, suitability, truth, accuracy or completeness of the website and the goods, services and/or materials associated with the site, or the results you may obtain by accessing or using the site and/or the goods, services and/or materials associated therewith. Without limiting the generality of the foregoing, Tailster and its third party providers do not represent or warrant that (a) the operation or use of the site or services will be timely, secure, uninterrupted or error-free; (b) the quality of any products, services, information, or other material you purchase, secure or otherwise obtain through the site will meet your requirements; or (c) the services offered via the site available are free of viruses or other harmful components.

You acknowledge that neither Tailster nor its third party providers control the transfer of data over communications facilities, including the internet, and that the site and services and/or materials associated therewith may be subject to limitations, delays, and other problems inherent in the use of such communications facilities. Tailster is not responsible for any delays, delivery failures, or other damage resulting from such problems, except where expressly provided otherwise. Tailster expressly disclaims any warranty related to the quality of goods and/or services and the persons or businesses referenced on the site. You use third party providers and affiliated services at your peril and assume all risks related to use of said third party providers and services. Licensing and certification requirements (or the absence thereof) for some or all of the services offered by hosts widely vary by county, city, or regional area. Tailster makes no representations or warranties that any of the hosts or users offering services through the site have complied with any applicable state law, statute, ordinance or regulations.

Indemnification

You shall defend indemnify, and hold harmless Tailster and its affiliates, directors, officers, employees, agends, and Third Party Providers (collectively, the "Indemnified Parties") against any and all claims, costs, damages, losses, liabilities and expenses (including attorneys' fees and costs) incurred by Indemnified Parties in connection with a claim by a third party related to you or your use of the Services. The Indemnified Parties reserve the right, at their own expense, to assume the exclusive defense and control of any matter otherwise subject to your indemnification. You will not, in any event, settle any claim or matter without the written consent of the relevant Indemnified Parties. Tailster and its affiliates, directors, officers, employees, agents, and Third Party Providers shall have no indemnification obligation or other liability for any claim of infringement arising from (a) use of the Site and/or the goods, services or Content associated with the Site other than in accordance with these Terms; (b) the combination of the Site and/or the goods, services or Content associated with the Website with any other products, services, or materials; or (c) any third party products, services, or materials.

Termination and Account Cancellation

Tailster may, in its sole discretion and without liability to you, with or without cause, with or without prior notice and at any time: (a) terminate these Terms or your access to our Site, and (b) deactivate or cancel your Account or registration or similar uses of the Site.

Our proprietary rights, disclaimer of warranties, indemnities, limitations of liability and miscellaneous provisions shall survive any such termination. Tailster may provide notice of termination by regular mail or email. You may cancel your Tailster Account at any time by sending an email to Tailster or calling 0208 004 0860. However, you are personally liable for any orders, listings or pending transactions that you place or charges that you incur prior to your termination/cancellation. Please note that if your Account is cancelled, we do not have an obligation to delete or return to you any Content you have posted to the Site.

Intellectual Property Rights

All materials provided on the Site, including but not limited to Content, information, documents, products, logos, graphics, sounds, images, compilations, and services are protected by international copyright and trademark laws. The owner of the copyrights and trademarks, names, logos and service marks are Tailster, its affiliates or respective third party authors, developers or vendors ("Third Party Providers"). Except as stated herein, none of the materials may be modified, copied, printed, reproduced, distributed, republished, performed, downloaded, displayed, posted, transmitted and/or otherwise used in any form or by any means, including but not limited to electronic, mechanical, photocopying, recording, or other means, without the prior express written permission of Tailster and/or a Third Party Provider. Also, you may not "mirror" or "archive" any Content displayed on or otherwise accessible from the Site on any other server without the prior express written permission of Tailster.

Severability and Miscellaneous

If any provision of these Terms is held by a court of competent jurisdiction to be invalid or unenforceable, then such provision(s) shall be construed to reflect the intentions of the invalid or unenforceable provision(s), with all other provisions remaining in full force and effect.

The Terms (together with the Privacy Policy) represent the parties' entire understanding relating to the use of the Site and any Services provided related thereto and supersedes any prior or contemporaneous, conflicting or additional, communications.

Tailster reserves the right to change these Terms or policies relating to the Site at any time and from time to time, and such changes will be effective upon being posted herein. You should visit this page from time to time to review the then current Terms because they are binding on you. Certain provisions of these Terms may be superseded by expressly designated legal notices or terms located on particular pages of the Site, which may be posted from time to time. Your continued use of the Website after any such changes and/or postings shall constitute your consent to such changes.

You may not assign these Terms without the prior written approval of Tailster. Any purported assignment in violation of this section shall be void. Tailster reserves the right to use Third Party Providers in the provision of the Website and/or the goods, service and/or Materials associated therewith. In the event of any litigation of any controversy or dispute arising out of or in connection with these Terms, its interpretation, its performance, or the like, the prevailing party shall be awarded reasonable attorneys' fees and expenses, court or arbitral forum costs, and reasonable costs for expert and other witnesses attributable to the prosecution or defense of that controversy or dispute.

Any and all rights not expressly granted herein are reserved by Tailster.

If you have any questions in relation to these Terms and conditions, please contact info@tailster.com with your query.