Payments, Payouts, Hold & Dispute Resolution Terms

Operator details

Platform operator

IE Andrei Zaitsev (ID: 305864758)

Legal address

Georgia, Tbilisi, Saburtalo district, Bakhtrioni St. No. 22

Primary activity

Software / information-technology marketplace

Applicable law

Laws of Georgia (Civil Code; Law on Consumer Rights Protection)

Payment provider

Flitt acquiring (settlement currency: Georgian lari — GEL)

1. General provisions and platform status

These Terms set the settlement order, rules for holding and paying out funds, and the claim review procedure on Neighbor Paw (the “Platform”).

Neighbor Paw, operated by IE Andrei Zaitsev (ID: 305864758), is an information-technology intermediary (Software / marketplace) and is not the Contractor (Sitter) of pet-care services. The care services contract is concluded directly between the Customer (Pet Owner) and the Contractor (Sitter).

Payments run through Flitt, a payment service provider registered in Georgia. Neighbor Paw accepts payment as the Sitter’s commercial agent, is not a payment service provider itself, and does not keep user funds on its own accounts. Held amounts stay with the payment provider, and the Platform only issues instructions on releasing, refunding, or splitting them.

2. Owner payment and booking

Currency and methods: the Pet Owner pays by bank card via Flitt acquiring. The official currency for transactions, settlements, and accounting is Georgian lari (GEL). Prices shown in other currencies (USD, RUB) in the UI are indicative only.

Off-platform payments: Owner and Sitter must not settle in cash or by direct bank transfer outside Neighbor Paw. The Platform may restrict or close an account for repeated or deliberate breaches, and the account holder is told the reason and may object. A booking paid outside the Platform is not covered by Hold, refund handling, or claim review here, because the Platform never receives those funds — statutory consumer rights against the Sitter are unaffected.

3. Platform commission and tips

Platform commission: for technology, marketing, safety, and support, the Platform charges a commission on top of the Sitter's service price. The Customer pays the service price plus commission. The Sitter receives the full service price. The rate is fixed when the booking is confirmed.

Tips: after successful completion, the Owner may send a voluntary tip. Tips go to the Sitter in full (minus actual acquiring fees) and are not Neighbor Paw revenue.

4. Payout Hold (24 hours) and early release

Cooling-off Hold: from the moment the Owner marks the service complete in the app (or the system auto-completes on the calendar day after the last service day when there is no open dispute), the amount stays held at the payment provider for 24 (twenty-four) hours and is not paid out.

Hold purpose: give the Owner time to inspect the pet and property and confirm there are no hidden injuries or contract breaches.

Early release: Hold ends early and funds are paid to the Sitter immediately when both the Owner and the Sitter confirm in the app that the service was rendered. Either party may confirm first; the other is notified and invited to confirm. An open dispute blocks early confirmation and release.

If within 24 hours neither dual confirmation nor an official dispute occurs, Hold ends successfully and the amount is credited to the Sitter balance automatically.

5. Dispute Hold

Opening a dispute: if during the service, before completion, or during Hold the Owner or Sitter files an official dispute/incident via the UI or support@neighborpaw.com, marking complete stays paused and automatic payout is blocked immediately.

Funds for the order stay held at the payment provider until the Platform’s claim review is complete. Review is capped by the timing in section 6, and if it is not completed within that time the amount is released under the default outcome for the service as recorded in the app.

6. Claim review process

Evidence: within 24 hours of opening a dispute, parties are asked to provide what they have. Any relevant evidence is accepted; the items below are simply the most useful:

• in-app chat history, which the Platform can verify itself;
• pet photos/videos (before and after service) and location marks;
• official veterinary reports, clinic receipts, and property inspection acts (where there is damage).

Review timing: the case is reviewed within up to 3 (three) business days after the evidence is received. Complex cases may take up to 10 business days with notice to both parties.

7. Dispute outcomes and fund allocation

After review the Platform decides how the held amount is allocated. The decision binds the Platform’s own instruction to the payment provider only. It is not arbitration, does not settle the parties’ mutual claims, and does not limit either party’s right to go to court in Georgia or, for a consumer, to complain to the Georgian Competition and Consumer Agency.

If the Sitter caused documented damage to the pet’s health or the Owner’s property, the Platform may withhold the Sitter payout up to the proven vet or repair costs and direct it to the Owner. Amounts above the held sum are a matter between Owner and Sitter; the Platform is not an insurer and does not guarantee compensation.

8. Sitter payout process and timing

Accumulated Sitter funds are paid to the registered bank account (IBAN) in Georgia or another method supported by Flitt.

Payouts run on Sitter request or automatically on set calendar days. Bank crediting takes 1 to 3 banking days after a successful Hold period.

9. Operator contacts

• IE Andrei Zaitsev
• Identification number: 305864758
• Address: Georgia, Tbilisi, Saburtalo district, Bakhtrioni St. No. 22
• Support email: support@neighborpaw.com
• Official site: Neighbor Paw (Petsy)