Terms and Conditions

Who operates Zupet?

The Zupet platform is operated by ZUPET LTD, a private company limited by shares registered in England and Wales.

1. About Zupet

Zupet is an online marketplace that enables pet owners to post service requests and enables independent pet professionals to discover, respond to or unlock relevant opportunities.

Zupet provides technology, communication and marketplace features. Unless expressly stated otherwise, Zupet is not a party to the agreement for pet-care services made between an owner and a professional.

Professionals are independent providers. They are not employees, workers, agents, partners or representatives of Zupet.

2. Accepting these terms

By accessing or using Zupet, creating an account, posting a request, responding to or unlocking a lead, purchasing credits or using another marketplace feature, you agree to these terms.

If you do not agree to these terms, you must not use the platform.

Our Privacy Policy explains how we collect and use personal information and forms part of the information available to you when using Zupet.

3. Eligibility and accounts

• You must be at least 18 years old and legally capable of entering into a contract.
• You must provide accurate, complete and current information.
• You must use your own identity and contact details and must not impersonate another person or organisation.
• You are responsible for keeping your login credentials secure and for activity carried out through your account.
• You must tell us promptly if you believe your account has been accessed without permission.
• You may not create multiple accounts to avoid restrictions, obtain repeated promotions or misuse platform features.
• We may ask you to verify your identity, telephone number, email address, address, professional status or other relevant information.

4. How the marketplace works

Owners may publish requests describing the service required, relevant pets, dates, approximate location and other care information.

Zupet may use service type, location, distance, availability and other information to decide which requests or professional profiles are displayed.

Professionals may respond to or unlock a request where the relevant feature is available. Unlocking a request may provide access to additional owner contact and location information.

• A request is not an offer of guaranteed work.
• Unlocking or responding to a request does not guarantee that the owner will reply, select the professional or proceed with a booking.
• More than one eligible professional may be able to view, respond to or unlock the same request.
• Zupet may limit the number of professionals who can unlock a request.
• Users are responsible for discussing and agreeing the final service, scope, timing, price, cancellation terms and payment arrangements.
• Unless a specific Zupet checkout feature states otherwise, payments for pet-care services are arranged directly between the owner and professional.

5. Owner responsibilities

• Owners must provide accurate and sufficiently complete information about their pets and requested services.
• Owners must disclose relevant behavioural, medical, mobility, safety or care information that a professional reasonably needs to know.
• Owners must provide safe and lawful access to any property, animal, keys, equipment or vehicle involved in the service.
• Owners must not publish fake, misleading, discriminatory, unlawful or abusive requests.
• Owners are responsible for assessing whether a professional is suitable before agreeing to a service.
• Owners must agree prices, service details, emergency instructions and cancellation arrangements directly with the selected professional.
• Owners remain responsible for veterinary decisions and costs unless separately agreed with the professional.

6. Professional responsibilities

• Professionals must provide accurate information about their identity, experience, skills, services, location, availability and pricing.
• Professionals must accept only work they are competent, available and legally permitted to perform.
• Professionals are responsible for obtaining and maintaining any insurance, licence, registration, qualification, consent or authorisation required for their services.
• Professionals must assess each request independently and ask for any information needed to provide the service safely.
• Professionals must treat owners, pets, property, keys and confidential information responsibly.
• Professionals must clearly agree pricing, service scope, payment, cancellation terms and emergency procedures with the owner.
• Professionals are responsible for declaring and paying their own taxes, expenses, insurance and other business obligations.
• Professionals must not claim to be employed, endorsed, certified or guaranteed by Zupet unless Zupet has expressly confirmed this in writing.

7. Verification, profiles and checks

Zupet may provide identity, contact, profile, approval or verification indicators. These indicators mean only that the relevant Zupet process was completed at a particular time.

Unless expressly stated, Zupet does not guarantee a user’s identity, qualifications, criminal-record status, insurance, experience, reliability, suitability or ongoing compliance.

Users should carry out the checks they consider appropriate before sharing keys, granting property access, leaving an animal in another person’s care or accepting work.

8. Credits, payments and purchases

Zupet may offer paid credits, credit packages, subscriptions, promotional offers or other paid features. The price, currency, included features and material conditions will be displayed before purchase.

Credits are a limited contractual right to use eligible Zupet features. They are not money, electronic money, a deposit or a stored-value account.

• Credits may be used only through the Zupet account to which they were issued.
• Credits cannot normally be transferred, exchanged for cash or resold.
• Promotional or free credits may have additional conditions and may expire.
• A credit may be deducted when a lead is unlocked or another clearly identified paid action is completed.
• A deducted credit does not guarantee a reply, booking, job, revenue or successful outcome.
• Prices and package contents may change, but changes will not remove credits already validly added to your account unless required for fraud, error, chargeback or misuse.
• Purchases may be processed by a third-party payment provider or app store under its own terms.
• You are responsible for providing accurate billing information and for any taxes or charges disclosed before purchase.

9. Refunds and cancellation rights

Nothing in these terms removes any cancellation, refund or other consumer right that applies by law.

Where you ask Zupet to supply a digital feature or credit service during a statutory cancellation period, we may ask for your express consent to begin supply and for acknowledgement of how beginning or completing supply affects your cancellation rights.

Except where required by law, stated in a specific offer or approved by Zupet, used credits and completed lead unlocks are not refundable merely because an owner does not reply or a booking is not agreed.

If credits were deducted because of a confirmed technical fault, duplicate charge or platform error, contact support so that we can investigate and, where appropriate, restore the credits or issue another remedy.

If a payment is disputed, reversed or charged back, we may remove related credits, suspend paid features or restrict the account while the matter is investigated.

10. Subscriptions

Where Zupet offers a recurring subscription, the price, billing period, included benefits, renewal terms and cancellation method will be shown before purchase.

Unless the purchase flow states otherwise, subscriptions continue and renew for the disclosed billing period until cancelled.

Cancelling a subscription normally prevents future renewal and does not automatically refund a period that has already started, except where required by law or expressly stated.

We will provide any renewal, reminder and cancellation information required by applicable consumer law.

11. Communications between users

• You must use contact information obtained through Zupet only for genuine marketplace purposes.
• You must not send spam, threats, harassment, discriminatory content, sexual content, scams or unrelated marketing.
• You must not publish another person’s private information without lawful authority.
• You must not scrape, harvest, sell or compile user contact information.
• You are responsible for messages and arrangements made outside Zupet after contact details have been shared.
• Zupet may retain or review relevant marketplace records where necessary for support, security, fraud prevention or dispute investigation.

12. Prohibited use

• Using Zupet for unlawful, fraudulent, deceptive or harmful activity.
• Posting false requests or creating fake professional profiles.
• Attempting to gain unauthorised access to accounts, systems or data.
• Introducing malware, automated attacks or other harmful technology.
• Copying, scraping or systematically extracting platform content or user data.
• Manipulating reviews, credits, promotions, referrals, locations or marketplace activity.
• Circumventing access controls, fees, account restrictions or security protections.
• Using Zupet to facilitate animal cruelty, neglect, illegal breeding, prohibited sales or another activity that may harm an animal.
• Discriminating unlawfully against another user.
• Using Zupet in a way that materially damages the service, its users or Zupet’s reputation.

13. Profiles, reviews and user content

You retain ownership of content you submit, such as profile text, photographs, request details and reviews.

You grant Zupet a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, format and display that content as reasonably necessary to operate, promote, secure and improve the platform.

You confirm that you have the right to submit the content and that it is accurate, lawful and does not infringe another person’s rights.

Reviews must reflect genuine experiences. We may remove content that is misleading, abusive, unlawful, irrelevant, infringing or inconsistent with these terms.

14. Zupet intellectual property

The Zupet name, logos, visual identity, software, design, databases, text and platform materials are owned by or licensed to Zupet and are protected by intellectual-property law.

Zupet gives you a limited, personal, revocable, non-exclusive and non-transferable right to use the platform in accordance with these terms.

You may not copy, modify, distribute, sell, reverse engineer or commercially exploit Zupet technology or branding except where the law permits or Zupet gives written permission.

15. Safety, emergencies and disputes

Zupet is not an emergency service. In an immediate danger or animal-welfare emergency, contact the appropriate emergency service, police, veterinary provider or animal-welfare authority.

Owners and professionals should try to resolve service disagreements directly and keep relevant messages, receipts and evidence.

Zupet may offer reasonable support, review platform records, request information or take account action. Zupet is not required to mediate every dispute and does not guarantee a particular outcome.

Zupet may report suspected crime, fraud, animal cruelty or serious safety risks to relevant authorities where lawful and appropriate.

16. Platform availability and changes

We aim to keep Zupet available and working reliably, but we do not guarantee uninterrupted, error-free or permanent access.

We may maintain, change, suspend or discontinue features where reasonably necessary for security, legal compliance, technical operation or business development.

We may correct pricing, credit or account errors and will take reasonable steps to avoid unfairly affecting valid purchases.

17. Third-party services

Zupet may rely on or link to third-party services such as mapping, authentication, payment, email, app-store and hosting providers.

Those services may have their own terms and privacy policies. Zupet is not responsible for third-party services outside its reasonable control.

18. Liability

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or rights that cannot legally be excluded.

Zupet remains responsible for providing its own platform services with the standard required by applicable law.

Because owners and professionals contract independently, Zupet is not responsible for the quality, safety, legality, timing, price or outcome of pet-care services provided by a professional, except to the extent that liability arises from Zupet’s own acts or cannot legally be excluded.

To the maximum extent permitted by law, Zupet is not liable for indirect or consequential loss, lost opportunity, lost profit, loss of business, loss of goodwill or loss caused by another user.

Nothing in these terms affects statutory rights available to consumers.

19. Responsibility for your breach

Where permitted by law, you are responsible for reasonable losses, costs or claims incurred by Zupet as a direct result of your unlawful conduct, material breach of these terms or infringement of another person’s rights.

This section does not require a consumer to compensate Zupet for losses that were not reasonably foreseeable or that were caused by Zupet.

20. Suspension, restriction and termination

You may stop using Zupet and request account deletion at any time.

We may warn, restrict, suspend or close an account where we reasonably believe this is necessary because of a material or repeated breach, fraud, non-payment, chargeback, safety concern, unlawful conduct, risk to users or animals, or a legal or regulatory requirement.

Where reasonably possible and appropriate, we will explain the reason for significant account action. We may act immediately where delay could create risk or compromise an investigation.

Termination does not remove rights, payment obligations or liabilities that arose before termination.

21. Privacy

Our Privacy Policy explains how Zupet collects, uses, stores and shares personal information.

You must handle personal information received through Zupet lawfully and only for the legitimate purpose for which it was provided.

22. Changes to these terms

We may update these terms to reflect changes to the platform, business model, law, security requirements or services.

The updated version will be published on this page with a revised date.

Where a change materially affects existing users, we may provide additional notice through the platform or by email.

Changes will not retrospectively remove accrued statutory rights.

23. Governing law and courts

These terms and any non-contractual dispute relating to them are governed by the laws of England and Wales.

If you are a consumer living elsewhere, you continue to benefit from any mandatory protections provided by the law of the country in which you live.

The courts of England and Wales will have jurisdiction, without preventing a consumer from using another court available under mandatory consumer law.

24. General terms

• If a court finds part of these terms invalid or unenforceable, the remaining parts will continue to apply.
• A delay by Zupet in enforcing a right does not waive that right.
• You may not transfer your account or rights under these terms without Zupet’s written permission.
• Zupet may transfer its rights and obligations as part of a restructuring, financing, merger or sale, provided this does not reduce mandatory consumer protections.
• These terms do not create a partnership, employment relationship, agency or joint venture between Zupet and a user.
• Only you and Zupet may enforce these terms, except where applicable law provides otherwise.

25. Contact us

Contact Zupet with questions about these terms, purchases or your account.

support@zupet.co.uk