Pethotel Terms of Service

1. General Terms and Contractual Relationship

Read these Terms of Use carefully. By registering and/or using the Pethotel pet care booking service (hereinafter “Pethotel service”), you accept these Terms of Use (hereinafter “Terms”) as a binding agreement between Pethotel Oy (Business ID: 3291955-6, address: Lapinlahdenkatu 16, 00180 HELSINKI, email: info@pethotel.io) and you. If you are not of legal age (18 years or older) or you do not have the right to represent yourself or the entity you represent, you are not entitled to accept these Terms.

Pethotel Oy reserves the right to change the Terms at any time. The changes will enter into force immediately when they are published in the Pethotel service. By continuing to use the service after the changes you accept the new terms. We recommend checking the Terms regularly.

2. Description of the Pethotel Service and Operating Principles

The purpose of the Pethotel service is to provide an internet-based booking system through which Pet owners can book services offered by third parties (hereinafter “Sellers” or “Pet sitters”). Pethotel acts solely as the booking and payment intermediary of the service and does not itself provide or market services.

The booking process requires registration. In the booking confirmation the Seller may state more detailed booking and order terms, which you agree to when using the service. All bookings and payments related to them are carried out through the Pethotel service, and money transfers are handled in cooperation with Stripe Payments Europe Ltd.

Please note that Pethotel is not responsible for the quality, content, or fulfillment of the Sellers’ services. All complaints, change requests, or cancellations related to services must be addressed directly to the relevant Seller.

3. Right of Use, User Responsibilities and Restrictions

You commit to using the Pethotel service only for the purpose for which it is intended and to comply with all applicable laws and regulations. You must provide correct, complete, and up-to-date information in the service. If Pethotel suspects incorrect information or a violation of the Terms, it reserves the right to suspend the use of the service or remove you from the service.

You may not use the service for competitive, offensive, fraudulent, or otherwise harmful purposes. All information and material transmitted through the service are your responsibility, and Pethotel is not responsible for any losses or damages arising from them.

4. Booking Cancellations and Changes

The cancellation terms for bookings are as follows:

If you cancel the booking at least 24 hours before the start of the service, the full amount of the booking will be refunded to you.
If the booking is cancelled less than 24 hours before the start of the service, the full amount of the booking will be charged.
Possible exceptional cases will be resolved case-by-case, and they will be communicated in the booking confirmation or in a separate notice.

All cancellation and change requests must be made through the Pethotel service or directly to the Seller whose contact details are visible in the booking confirmation.

5. Data Protection and Processing of Personal Data

By using the Pethotel service you accept Pethotel’s privacy policy, which is published in a separate privacy statement. The personal data you provide during registration will be processed in accordance with data protection legislation. Data will also be transferred to the Seller when necessary in order to make the booking possible.

Pethotel commits to protecting your personal data with appropriate technical and organizational measures. You have the right to review, correct, and request the deletion of your data, as well as to obtain additional information about data processing by contacting Pethotel’s data protection officer.

6. Payments and Taxation

All bookings made through the Pethotel service include amounts paid in advance. Payments are made through the Pethotel service, and money transfers are handled in cooperation with Stripe Payments Europe Ltd. Pethotel forwards the received payment to the Seller of the respective service.

You are responsible for all costs, taxes, and possible withholdings arising from the use of the service. Sellers are independently responsible for their own tax declarations and tax obligations.

7. Role of Pethotel and Limitation of Liability

Pethotel acts solely as an intermediary in the booking and payment process. We do not assume responsibility for the quality, content, fulfillment, or possible damages that may arise from the services provided by Sellers. All complaints, cancellations, or change requests related to services must be addressed directly to the relevant Seller.

Pethotel is not responsible for technical disruptions, damages caused by security vulnerabilities, or other matters related to the operation of the service unless the damage results from intentional or gross negligence.

8. Termination of Right of Use and Changes to the Terms

You may stop using the Pethotel service at any time by deleting your registration from the service using the “Forget me” function. Please note that even if you delete your user data, the information may remain in the Sellers’ systems for booking purposes.

Pethotel reserves the right to deny your right of use or remove you from the service if a violation of the Terms, unlawful activity, or otherwise harmful activity is suspected. The Terms may be changed at any time, and new terms will be communicated in the service. By continuing to use the service you accept the new terms. However, deleting your user data does not affect the handling of bookings made through the service, and any changes related to a booking must be negotiated directly with the Seller.

9. Transfer of Rights and Obligations

Pethotel has the right to transfer the production of the service, its provision, and the rights and obligations related to it to any third party without separate notice. In such a case Pethotel is not responsible for the actions of the third party or for any harm caused by them.

10. Dispute Resolution and Applicable Law

These Terms and the use of the Pethotel service are governed by Finnish law. The parties commit primarily to resolving possible disagreements through negotiation. If an agreement cannot be reached, disputes will be resolved in the Helsinki District Court. For consumers, possible claims under mandatory consumer protection legislation may be brought before the competent local court.

11. Pethotel Guarantee - compensation program (not insurance)

Pethotel Guarantee is a compensation program offered by Pethotel Oy and is not insurance. Compensations are paid from Pethotel Oy’s own funds, and the program is not a product of an insurance company.

What is the Pethotel Guarantee?

Pethotel Guarantee provides financial protection in unexpected situations during the care period, such as booking cancellations, the pet becoming ill or injured, as well as property damage. The Guarantee applies to all care periods booked and paid through Pethotel with a duration of at least two hours.

What does the Pethotel Guarantee cover?

Veterinary expenses: up to 3 000 € per incident
Cancellations: refund of the paid amount if a suitable sitter cannot be found
Property damage in the owner’s home: up to 1 000 €
Additional overnight stays or additional care expenses: up to the value of the booking price
24/7 customer support and immediate emergency assistance

What does the Pethotel Guarantee not cover?

Pre-existing illnesses and preventable issues (e.g. fleas, ticks)
Property damage belonging to the sitter
Injuries to family members, roommates, or third parties
Damages not related to care activities during the booking

Submitting a compensation claim

Report the incident within 48 hours by email: info@pethotel.io
Submit veterinary invoices, care notes, and photos of damages within 7 days
Pethotel processes the claim within 3–5 business days after receiving the documents
Approved compensations are paid within 14 business days

Frequently asked questions

Is the Pethotel Guarantee insurance? No, it is a compensation program paid from the funds of Pethotel Oy.

Can I use my own insurance before the Guarantee program? Yes. Use your own insurance first; Pethotel Guarantee covers the deductible and additional costs in accordance with the terms.

12. Pethotel anti-discrimination, harassment and hate speech policy

Pethotel is a platform intended for pet owners and sitters. We want every user to feel safe, welcome, and respected when using Pethotel. Discrimination, harassment, threats, hate speech, and bullying are not permitted on Pethotel.

In this spirit we are committed to respectful, equal, and non-discriminatory conduct, and we expect the same from all our users.

This policy is part of the Pethotel Terms of Use, and applicable legislation is followed in the service.

Scope

This policy applies to all use of the Pethotel service, including:

profiles and listings
searching for sitters and care locations
bookings and meetings
communication within the service
reviews and other user-generated content

Prohibited conduct

Discrimination, harassment, hate speech, or unequal treatment based on any personal characteristic is not allowed on Pethotel.

Users must not be treated unequally for example on the basis of ethnic background, age, gender or gender identity, sexual orientation, family situation, religion, language, disability, health status, or another protected personal characteristic.

This applies to all parts of the service and to all Pethotel users.

Information-based choices

Users may share factual and relevant information related to the service or care in their profile, provided that it is true, expressed neutrally, and does not target another person’s protected characteristics.

Discriminatory requirements, conditions, or preferences are not allowed in the service.

Sitters may for example:

Refuse care for justified reasons related to the pet

Sitters may not for example:

Set discriminatory preferences such as “only certain types of pet owners may book care”

Reviews and feedback must focus on the service and the experience, not on personal characteristics.

Communication and reviews

All communication, meetings, and reviews must be appropriate, respectful, and constructive. Offensive, hostile, or discriminatory language or content is not allowed.

Handling violations

If you experience or observe discriminatory or offensive behavior, report it to Pethotel without delay. Users can report inappropriate content or behavior through reporting functions or customer support.

Pethotel reviews reports and may take necessary measures such as:

a warning
removal of content
restriction of the right of use
removal of the user account

13. Safety on Pethotel

Pethotel aims to provide a safe and reliable service for all users and pets. Safety principles apply to all user-generated content such as profiles, images, messages, and reviews.

Pethotel reserves the right to remove, hide, or restrict content or a user account if it violates the Terms of Use or safety principles.

Inappropriate content

The service does not allow content that is:

offensive, discriminatory, threatening, degrading, bullying, or hate speech
intended to provoke hatred, fear, or disgust
violent or harmful towards people or animals
sexual or pornographic
encouraging the use or purchase of weapons or dangerous objects
encouraging violence, illegal activity, or dangerous behavior

User-generated content and reporting

On Pethotel users can create content such as profiles, messages, and reviews. Communication within the service helps prevent misuse and supports safe interaction.

Users have the possibility to:

block another user
report inappropriate, offensive, or suspicious communication or content
report behavior that violates Pethotel rules or safety principles

If you notice inappropriate content, report it to Pethotel as quickly as possible. A report can be made in the Pethotel application, on the website, or by email to customer support.

Reports are processed without delay, and urgent safety reports are prioritized. Pethotel may take necessary measures such as warnings, restriction of use, or removal of the user account.

Moderation

Pethotel uses automated and manual methods to identify and process inappropriate content. Pethotel has the right to act without delay to prevent misuse, for example by issuing a warning, restricting the right of use, or removing a user from the service.

Child safety

Pethotel is not a service intended for children. Pethotel is intended for adult users. The service is not marketed to children.

Criminal or dangerous activity

The service may not be used for scams, illegal activity, or directing payments outside the service.

Such activity may lead to removal of the user account without separate warning and, if necessary, the matter may be reported to authorities in accordance with applicable legislation.

14. Contact

If you have questions or need additional information regarding the Terms of Use or the Pethotel Guarantee, contact us by email at info@pethotel.io.