Pawsapp Guarantee

PawsApp Guarantee Terms
Effective: 1 st December 2021


Pet Owners and Service Providers may benefit from the  PawsApp Guarantee, which is subject to
these Terms and Conditions (the “Guarantee Terms”). These Guarantee Terms apply in addition
to  PawsApp’s Terms of Service  (the “PawsApp TOS”) and other terms and policies set forth on the
PawsApp Service. Unless otherwise defined in these Guarantee Terms, all capitalized terms will
have the meaning set forth in the PawsApp TOS.
1. The PawsApp Guarantee.
Subject to all of the limitations, exclusions and conditions in these Guarantee Terms, PawsApp
agrees to pay (the “PawsApp Guarantee”) a Requesting Party when a Responsible Party fails to
pay for certain pet veterinary expenses as well as certain costs arising from Pet Owner property
damage or personal injury to a Third Party, all as specifically set forth below (the “Covered
Losses”).
As used herein, “Requesting Party” means and is limited to an applicable Service Provider or Pet Owner who is eligible to request payments for a Covered Loss under these Guarantee Terms;
“Responsible Party” means, as applicable, (a) a Service Provider whose acts or omissions are the direct and primary cause of a Covered Loss, or (b) a Pet Owner whose pet is the direct and primary
cause of a Covered Loss; and “Third Party” means a natural person who is not a Service Provider,
a Pet Owner, the roommate, family member or significant other of a Service Provider or Pet Owner,
or any other person providing animal care on the Service Provider’s behalf. (This means that the
PawsApp Guarantee does not provide coverage for injuries to Service Providers, Pet Owners, or
their roommates or families.)
The purpose of the PawsApp Guarantee is to promote user confidence in, and increase use of, the
PawsApp Service. THE PAWSAPP GUARANTEE IS NOT INSURANCE. THESE GUARANTEE TERMS ARE NOT INTENDED TO BE AN OFFER TO INSURE OR AN INSURANCE CONTRACT AND DO NOT TAKE THE PLACE OF ANY INSURANCE COVERAGE YOU MAY HAVE. TO THE EXTENT ANY PAWSAPP USERS DESIRE PROTECTION BEYOND THE SCOPE OF THE PAWSAPP GUARANTEE, THEY MUST PURCHASE INSURANCE THAT WILL PROVIDE SUFFICIENT COVERAGE. NO PET OWNER, SERVICE PROVIDER, THIRD PARTY OR OTHER PERSON, OTHER THAN THE REQUESTING PARTY WHO MEETS THE CONDITIONS OF THESE GUARANTEE TERMS WITH RESPECT TO THE CORRESPONDING COVERED LOSS, HAS ANY RIGHTS UNDER THESE GUARANTEE TERMS OR ANY OTHER MATERIALS OR REPRESENTATIONS REGARDING THE PAWSAPP GUARANTEE. THERE ARE NO THIRD-PARTY BENEFICIARIES TO THESE GUARANTEE TERMS OR ANY OTHER MATERIALS OR REPRESENTATIONS REGARDING THE PAWSAPP GUARANTEE.
You must comply with all applicable requirements and conditions to be eligible for the PawsApp
Guarantee.
2. General Conditions, Limitations and Exclusions.
When you submit a claim for reimbursement under the PawsApp Guarantee, you agree to use your
best efforts to communicate honestly and transparently with PawsApp (or its agents), including by
promptly providing documentation or information reasonably requested by PawsApp to assist with its
review process (including information regarding applicable insurance, such as homeowners or
renters policies).
In addition, the following terms and conditions apply to all Covered Losses:

(a) The cost(s) for which you seek reimbursement must arise from injury or damage that occurred during the scheduled start and end dates of a Booking accepted by the Service Provider and Pet Owner prior to the day of the injury or damage and must be a direct and proximate result of the booked services. (This means that costs arising from injuries or damages sustained during a pre- Booking “meet & greet”, or any other service not subject to a Booking are not eligible for reimbursement.)
(b) Payment for the Booking during which the injury or damage occurred must exceed £16 per
service date and must be completed via the PawsApp Service.
(c) The injury or damage for which you seek reimbursement must have been directly caused by the
acts or omissions of a Service Provider (or, in the case of injury to a Service Provider’s pet by a Pet
Owner’s pet, the acts or omissions of the Owner).
(d) You must notify PawsApp of your claim via applicable local telephone number or email address
(as indicated in the table at the end of these Guarantee Terms) during the Booking (or, if later, within
24 hours following the injury or damage).
(e) Before the PawsApp Guarantee applies, PawsApp will, in its discretion, first try to help
Requesting Parties resolve problems with Responsible Parties directly or otherwise confirm
independently that the Responsible Party is unwilling or unable to pay.
(f) If a Service Provider cedes care, custody or control of a pet to a third party during the service
period for a Booking, reimbursement is not available to that Service Provider as a Requesting Party
for injuries to pets or damages that occur during the period in which care, custody or control was
ceded. If, during the service period for a Booking, a Pet Owner instructs, authorizes or otherwise
causes a Service Provider to relinquish the Pet Owner's pet to a third party, reimbursement for
injuries or damages that occur during that Booking also will be unavailable.
(g) The PawsApp Guarantee does not extend to the following:
Damage, injury or other loss or claim resulting from the care of any animal in violation of
Section 4 of the PawsApp TOS (including, for avoidance of doubt, any animal whose
ownership or third-party care is prohibited by, or subject to registration under, applicable
law).
Damage, injury or other loss arising from a Service Provider’s care of any Third Party
animal(s) alongside a Pet Owner’s pet during a Booking.
Damage, injury or other loss or claim arising in any way from automotive liability, including
loss arising from any car or other vehicular accident or incident.
Damage, injury or other loss or claim arising from acts of nature, such as earthquakes,
hurricanes and tornadoes, or from exigencies caused by other factors beyond the parties’
reasonable control, such as (without limitation) wildfires or lack or failure of public utilities or
Internet service due to external factors.
Losses not directly caused by a Responsible Party’s acts or omissions, including without
limitation consequential damages, special damages, interruption of business, opportunity
costs, loss of use, or loss associated with unauthorized access to data.
(h) The PawsApp Guarantee is subject to the PawsApp TOS. PawsApp reserves the right to deny a
reimbursement request in the event that the loss, injury or damage arose, in whole or in part, from
conduct by a claimant that violates the PawsApp TOS.

3. Covered Losses for Pet Injury.
Subject to these Guarantee Terms (including without limitation Section 2, above), PawsApp will
reimburse verifiable veterinary expenses arising from injuries to:

(1) a Pet Owner’s pet while in a Service Provider’s care or control;

(2) a Service Provider’s own resident pet caused by a Pet Owner’s pet under the Service Provider’s care; and

(3) a Third Party’s pet caused by a Pet Owner’s pet in the Service Provider’s care.
(a) Additional Conditions and Limitations. A claim for reimbursement of pet veterinary expenses
under the PawsApp Guarantee is subject to the following additional conditions and limitations:
i. Within 7 days following the injury, you must submit written documentation from a board-
certified practicing veterinarian that (a) specifies the costs incurred for which reimbursement
is sought, (b) states the diagnosis and confirms that the injury did not result from an illness,
breed-specific condition or pre-existing condition, (c) confirms that the injury occurred during
the time period of the Booking, and (d) provides any other information we reasonably
request.
ii. Only costs incurred for treatment provided within 15 days following the date of the injury are
eligible for reimbursement.
iii. Reimbursement is limited to £2,000 per occurrence/incident.
iv. A minimum contribution of £50 is required per request-related incident, payable by the Pet
Owner for injury to a Pet Owner’s pet, and by the Service Provider for injury to the Service
Provider’s pet. This means that requests for reimbursement that do not exceed £50 will
not trigger any reimbursement.
(b) Specific Exclusions. The following are not eligible for reimbursement under this Section 3:
i. Costs incurred more than 15 days following the date of injury, including without limitation any
long-term care costs resulting from the injury.
ii. Costs or liabilities arising from a Pet Owner’s, Service Provider’s or Third Party’s refusal to
authorize medical care for his or her own pet.
iii. Injuries resulting from a pet’s contraction of fleas, ticks, worms or other parasites during a
Booking (or a recurrence of a parasite issue first contracted prior to a Booking).
iv. Injuries resulting from (or from a recurrence of) a Pre-Existing Condition, Breed-Specific
Condition, Chronic Condition, Orthopedic Condition, Undetermined Cause Illness,
Preventable Illness or Proptosis (as such terms are defined in Subsection (c) below).
v. Costs or expenses resulting from a pet’s pregnancy, illness, or recurrence of illness, or for
preventative care.
vi. Non-medical expenses of any kind (including professional training, grooming and pet food).
vii. Any costs or expenses other than direct damages resulting from injury to the Pet Owner’s,
Service Provider’s or an applicable Third Party’s pet, including without limitation those
resulting from (a) personal injury to the Service Provider, Pet Owner, or any third party, (b)
property damage or liability, (c) injury to any other pet, (d) emotional distress or “pain and
suffering”, or (e) loss of wages, canceled travel plans, or any other incidental expenses.
(c) Key Definitions. Capitalized terms used above in this Section 3 have the following meanings:
i. “Pre-Existing Condition” means any injury, disease or condition, whether diagnosed by a
veterinarian or not, that affected a pet prior to a Booking, including without limitation
respiratory infections, urinary tract/bladder infections, blood disorders, periodontal/dental
disease, and vomiting, diarrhea, and other gastrointestinal disorders.
ii. “Breed-Specific Condition” means any condition that frequently occurs in a particular breed
of dog, including without limitation brachycephalic syndrome (common in Pekingese,
Bulldogs, French Bulldogs, Pugs, Chow Chows, Boston Terriers and others), hip and/or
elbow dysplasia (common in Afghan Hounds, Beagles, Border Collies, Chow Chows, Golden
Retrievers, German Shepherds, Great Danes, Labrador Retrievers, and others),
Hypothyroidism (common in Bulldogs, Border Collies, Boston Terriers, Poodles, Great

Danes, English Setters, and Standard Schnauzers and others, especially large breeds),
intervertebral disc disease (IVDD) (common in Beagles, Cocker Spaniels, English Setters,
French Bulldogs, Pekingese, Pugs and others), other disc issues (common in Basset
Hounds, Bulldogs, Corgis, Dachshunds, Pomeranians, Pugs and others), patellar luxation
(common in Boston Terriers, Cavalier King Charles, Chihuahuas, Pomeranians, Poodles,
Yorkshire Terriers and others, especially small breeds), and Gastric dilatation and Volvulus,
otherwise known as Bloat (common in Great Danes, German Shepherds, St. Bernard,
Labrador Retriever, Irish Wolfhound, Great Pyrenees, Boxer, Weimaraner, Old English
Sheepdog, Irish Setter, Collie, Bloodhound, Standard Poodle and others).
iii. “Chronic Condition” means an illness or condition that is persistent or otherwise has long-
lasting effects and that generally cannot be prevented by vaccines or cured by medication,
including without limitation allergies, hot spots, ear infections, cancer, diabetes, IBD
(inflammatory bowel disease), Addison's disease, Cushing's disease, dry eyes (KCS),
epilepsy, glaucoma, hypothyroidism or hyperthyroidism, lipomas and skin masses, and
urinary or bladder crystals or blockage.
iv. “Orthopedic Condition” means a disorder of the musculoskeletal system and any
associated muscles, joints, and ligaments. This includes but is not limited to arthritis, IVDD,
cruciate ligament tears, biceptal tenosynovitis, elbow dysplasia, hip dysplasia, fragmented
medial coronoid process of the ulna (FMCP), orthopedic illness or injury on the opposite side
of a prior injury, osteochondrosis (OCD), osteosarcoma and other orthopedic cancers,
patellar luxation, and ununited anconeal process (UAP).
v. “Undetermined Cause Illness” means any condition for which the cause is undetermined or
any condition that amounts to a “diagnosis of exclusion,” including without limitation
autoimmune conditions, Hemorrhagic Gastroenteritis, Pancreatitis, Colitis, Stress related
symptoms, Enteric Coronavirus, Cardiac disease, Bordetellosis ("kennel cough"), Canine
parvovirus infection ("parvo"), Distemper, Canine influenza, Gastrointestinal disease, any
form of cancer and Immune Mediated Hemolytic Anemia.
vi. “Preventable Illness” means any illness or condition that could have been prevented by
vaccination or normal veterinary care, including without limitation Rabies, Canine parvovirus
infection ("parvo"), Leptospirosis, Distemper, Adenovirus2, Parainfluenza, Enteric
Coronavirus, Canine Influenza, Lyme disease, Bordetellosis ("kennel cough"), Heartworm
disease, Intestinal worms, Mange, and Staphylococci.
vii. “Proptosis” means the displacement of an eye out of the eye socket, typically occurring
following trauma to the head.
4. Covered Losses for Damage to Pet Owner Property.
Subject to these Guarantee Terms (including without limitation Section 2, above), PawsApp will
reimburse a Pet Owner as Requesting Party for expenses that a Service Provider is legally obligated
(but fails) to pay for damage to the Pet Owner’s personal property (other than injury or damage to his
or her pet, covered above in Section 3).
(a) Additional Conditions and Limitations. A claim for reimbursement of expenses arising from
damage to Pet Owner property is subject to the following additional conditions and limitations:
i. Within 7 days following the incident causing property damage, you must (y) submit written
documentation of same, including clear photographs of the claimed damage, proof of
ownership, and receipts or other reliable evidence of fair market value and/or repair cost, and
(z) provide any other information we reasonably request.
ii. Only expenses arising from damages incurred during the Booking and paid for remediation
occurring within 15 days after the Booking are eligible for reimbursement.
iii. Reimbursement is limited to £2,000 per occurrence/incident but in all cases will not exceed
the lesser of the cost of replacement or the cost of repair, at PawsApp’s sole discretion.

A minimum contribution of £50 is required per request-related incident, payable by the Pet Owner,
for damage to the Pet Owner’s property. This means that requests for reimbursement that do
not exceed £50 will not trigger any reimbursement.
(b) Specific Exclusions. The following are not eligible for reimbursement:
i. Damage to the Pet Owner’s own personal property caused by his or her pet.
ii. Damage to property of the Service Provider (or anyone related to, living with or providing
care on behalf of the Service Provider).
iii. Ordinary wear and tear, meaning deterioration that occurs under normal use and conditions.
iv. Loss due to intentional or criminal acts, including theft.
v. Any form of automotive vehicle, including without limitation automobile, aircraft or watercraft.
vi. Currency, money, precious metal, securities or negotiable instruments.
vii. Crops, timber, or other natural or cultivated features of the land.
viii. Food, consumables and other perishables.
ix. Fine art or heirlooms, meaning paintings, etchings, printed photos, pictures, tapestries, rare
or art glass, art glass windows, valuable rugs, statuary, sculptures, antique furniture, antique
jewelry, bric-a-brac, porcelains, coins, stamps, other collectibles, collections, furs, jewelry,
precious stones, analog film or audio recordings, negatives, records, manuscripts, drawings,
and other similar property of rarity or historical, archival or sentimental value.
x. Electronic Data, meaning audio or video recordings, photographs, drawings, records,
manuscripts, data, information, files, facts, programs or other materials stored in digital or
electronic format, whether in computer software, systems application software, disk, CD-
ROM, tapes, drives, cells, data processing devices, cloud storage, or any other media.
5. Covered Losses for Third Party Injury.
Subject to these Guarantee Terms (including without limitation Section 2, above), PawsApp will
reimburse a Third Party, on behalf of a Requesting Party, for costs directly arising from personal,
physical injury to a Third Party resulting from interaction with a Pet Owner’s pet while under the care
of such Service Provider, where PawsApp accepts (acting reasonably) that such injury would give
rise to a valid legal claim by the Third Party.
(a) Additional Conditions and Limitations. A claim for reimbursement of expenses arising from Third
Party injury is subject to the following additional conditions and limitations:
i. Within 7 days following the incident causing personal injury, you must (y)submit written
documentation of same, including clear photographs of the injury, verifiable receipts for
necessary medical treatment and any explanation(s) of benefits, and (z) provide any other
information we reasonably request.
ii. Only injuries incurred during a Booking are eligible for reimbursement.
iii. Reimbursement is limited to £2,000 per occurrence/incident (the “Limit”)
(b) Specific Exclusions. The following are not eligible for reimbursement:
i. Costs, expenses or damages based on a Service Provider’s assumption of liability in a
contract or written agreement.
ii. Costs, expenses or damages based on claims for defamation, intellectual property
infringement, or other personal and advertising injury.
iii. Losses due to intentional or criminal acts, including assault.
iv. Physical or personal injury or damage to Service Providers, Pet Owners or their respective
roommates or families.

6. Agreements of Service Providers and Pet Owners.
(a) Inspection of Loss. Each Requesting Party agrees to produce or make available for inspection, at
such reasonable times and places as may be designated by PawsApp or any claims administrator or
agent, all evidence of loss, damage, cost, ownership or other claim-related information.
Notwithstanding the foregoing, PawsApp will have no liability to Pet Owners, Service Providers or
any other person because of any inspection or failure to inspect.
(b) Legal Compliance. Service Providers are solely responsible for carrying insurance sufficient to
comply with legal requirements in the jurisdictions where Service Providers provide services. The
PawsApp Guarantee does not suffice for that purpose. PawsApp does not verify whether Service
Providers have obtained insurance, and Pet Owners are advised to inquire directly with Service
Providers about this subject.
(c) Claim Settlement. PawsApp may condition final payment of costs under the PawsApp Guarantee
on execution of a Guarantee Settlement Agreement, including a release of claims against PawsApp
or any other applicable party and an obligation to keep confidential the reimbursement amount and
circumstances. Where an approved claim under the PawsApp Guarantee involves the Covered Loss
of a party other than the Requesting Party, PawsApp reserves the right (but has no obligation) to pay
all or a portion of the approved amount to such third party.
(d) Offset; Subrogation. Amounts payable under the PawsApp Guarantee are in excess of applicable
insurance coverage. PawsApp reserves the right to offset or deduct from amounts payable to you
any amounts it may have or obtain from any other person or entity obligated to compensate for
Covered Losses. PawsApp and/or PawsApp’s insurers have the right to subrogate against any
person or entity allegedly responsible for causing the losses in question, even if that person or entity
is you. You hereby agree that, in connection with any payments made under the PawsApp
Guarantee, you will cooperate fully with PawsApp in its efforts at subrogation.
(e) Amendment; Termination. Except as prohibited by law, PawsApp may modify or terminate the
PawsApp Guarantee at any time in the manner described in Section 1 of the PawsApp TOS, and
such modification or termination will apply to incidents occurring after the effective date of the
modification or termination. PawsApp also reserves the right to modify the PawsApp Guarantee to
the extent required to comply with applicable law, including in the event that a regulatory authority
determines that PawsApp must obtain any license or other governmental permission to provide the
PawsApp Guarantee. In addition, except in the case of a suit filed to enforce these Guarantee
Terms, you acknowledge and agree that all benefits made available to you under the PawsApp
Guarantee shall immediately terminate in the event you initiate any action, suit or claim against
PawsApp, or its officers, directors, employees, contractors, agents, or affiliates, concerning a claim
otherwise subject to reimbursement under these Guarantee Terms.
(f) No Waiver. PawsApp’s failure to enforce any right or provision of these Guarantee Terms will not
constitute a waiver of future enforcement of that right or provision. The waiver of any such right or
provision will be effective only if in writing and signed by a duly authorized representative of
PawsApp.
(g) Disclaimers, Limitation of Liability, Arbitration. You acknowledge and agree that any
claims arising from or in relation to the PawsApp Guarantee or these Guarantee Terms are
subject to the PawsApp TOS, including the Warranty Disclaimer and (except for PawsApp’s
obligation to pay amounts pursuant to an approved reimbursement request made under the
PawsApp Guarantee) the Limitations of Liability set forth in the PawsApp TOS. You further
acknowledge and agree that any dispute or claim relating in any way to the PawsApp
Guarantee will be adjudicated in accordance with the applicable manner set forth in the
PawsApp TOS.
(h) PawsApp Guarantee Contact Information:
info@pawsapp.co

1001 Dawson House, 11 Circus Road West, SW11 8EG