Terms of Use for Pet Owners / Customers

1. General provisions and operator details

This User Agreement (the “Agreement”) is a public offer by Individual Entrepreneur Andrei Zaitsev (ID: 305864758; registered address: Georgia, Tbilisi, Saburtalo district, Bakhtrioni St. No. 22; activity: Software; the “Operator” or “Neighbor Paw”) addressed to individuals (Pet Owners / Customers) who use the Neighbor Paw (Petsy) Platform.

Registration on the website or in the app, submitting a booking request, and making payment mean the Customer accepts this Agreement.

This Agreement does not limit the rights a consumer has under the Law of Georgia on the Protection of Consumer Rights. Where a term of this Agreement conflicts with a mandatory rule of that law, the law applies.

2. Subject of the agreement and platform role

Neighbor Paw provides the Customer with an information-technology marketplace to find independent contractors (Sitters), place orders, settle payments securely, and receive support.

Platform role limit: Neighbor Paw is not the direct provider of walking, boarding, grooming, or other pet-care services. All services are delivered by Sitters as independent counterparties. The care services contract is concluded directly between the Customer and the Sitter.

3. Booking and payment

The Customer creates a request in the catalogue, describes the pet’s needs (diet, medical notes, limits), and sends a request to a Sitter.

Settlements: services are paid in Georgia’s national currency (GEL) by bank card via Flitt, a payment service provider registered in Georgia. The Customer pays when the booking is confirmed.

Neighbor Paw accepts the payment as the Sitter’s commercial agent and does not keep Customer funds on its own accounts. Until the Hold period ends the amount stays with the payment provider; Neighbor Paw only instructs the provider to release it to the Sitter, refund it to the Customer, or split it under the Cancellation and Refund Policy.

The Customer may leave voluntary tips for the Sitter through the Platform interface.

4. Statutory right of withdrawal

Under the Law of Georgia on the Protection of Consumer Rights, a consumer may withdraw from a distance contract within 14 calendar days without giving a reason. A withdrawal notice can be sent from the app or by email to support@neighborpaw.com, and amounts due are returned by the original payment method no later than 14 calendar days after the notice.

Bookings are made for an agreed date or period. By confirming a booking the Customer asks for performance to start before the 14-day period ends and accepts that, once the service has been fully performed, the right of withdrawal for that booking is exhausted. The same law also excludes withdrawal for services tied to a specific date or period of performance.

Cancelling a booking before the service starts is governed by section 5 and by the Cancellation and Refund Policy.

5. Cancellation and refunds

Free cancellation by the Customer: before payment, cancellation is always free. After payment, a full refund (100%) is available if cancellation is made at least 24 hours before the service day (local midnight of the first care date).

Late cancellation: if the Customer cancels a paid booking less than 24 hours before the service day, 50% of the service price is refunded to the Owner and 50% is allocated to the Sitter. Platform commission is retained by the Platform.

Sitter cancellation: if the Sitter cancels after payment or no-shows, the Customer receives a 100% refund, and Platform support helps find an alternative Sitter promptly.

Completion: only the Owner may mark the booking complete. If the Owner does not, the Platform may auto-complete on the calendar day after the last service day when there is no open dispute. An open dispute pauses completion until support reviews it. During the 24-hour payout hold, either party may confirm that the service was rendered; when both confirm, the hold ends early and the Sitter is paid immediately.

6. Customer duties and liability

The Customer must give the Sitter complete and accurate information about the pet’s behaviour, health, vaccination, and any aggressive tendencies.

The Customer must supply enough food, gear (leash, muzzle), medication, and hygiene supplies for the full service period.

It is prohibited to hand over sick or infectious animals without prior written agreement and appropriate veterinary conditions.

7. Disputes and incidents

If a conflict arises (pet illness/injury, damage by the pet to the Sitter’s or a third party’s property), the Customer must notify Neighbor Paw support immediately.

Release of the disputed amount is suspended until the circumstances are clarified under the Payments, Payouts, Hold & Dispute Resolution Terms.

Insurance: Neighbor Paw is not an insurer and does not currently provide insurance cover for bookings. If cover from a licensed insurer is added, its scope and terms will be published before it is offered.

Liability: care services are delivered by the Sitter, so Neighbor Paw is not liable for the Sitter’s acts or for the animal’s behaviour. Neighbor Paw remains liable for its own service, and nothing in this Agreement excludes or limits liability that cannot be excluded under Georgian law, including liability for harm caused by the Operator’s intent or gross negligence.

8. Governing law, complaints, and jurisdiction

This Agreement is governed by the laws of Georgia.

The parties first try to settle a dispute through Platform support. Using support is not a precondition for going to court: all disputes are resolved in the courts of Georgia under applicable procedural law.

A consumer may also file a complaint with the Georgian Competition and Consumer Agency.