These terms apply when you create a Care Scope Request, book, pay for, or receive care services through HUDDLE as a pet owner or care customer. They work together with the Terms of Service, Privacy Policy, and Community Guidelines. Where these terms conflict with the Terms of Service, these terms control for booking matters.
HUDDLE is a technology platform. It enables users to find carers, communicate, and arrange care. HUDDLE is not the carer, does not employ carers, and does not supervise or control how care is performed.
A request, quote, or pending Care Scope is not a confirmed booking. A paid booking forms only when HUDDLE confirms the Care Scope and the required payment succeeds; a no-payment booking forms only when HUDDLE confirms the Care Scope and voluntary confirmation is completed. A failed, pending, expired, reversed, or disputed payment does not create a paid booking or guarantee that care will proceed. The confirmed Care Scope and booking record control the agreed pets, dates, times, location, price, and cancellation terms. Chat does not amend them unless HUDDLE records a new confirmed Care Scope revision.
Before confirming payment, you must provide complete, accurate, and up-to-date booking information, including:
Providing incomplete, inaccurate, or misleading booking information, including omitting known health conditions, behaviour risks, medication needs, or access hazards, is a breach of these terms. HUDDLE or the carer may reject, cancel, or stop a booking without refund where booking information is materially incomplete or misleading.
Where a care incident arises from information you failed to disclose or misrepresented, your ability to make a claim against the carer or HUDDLE for that incident may be reduced or extinguished.
The booking flow includes an option to grant emergency vet permission. If you grant this permission, you authorise the carer to consent to emergency veterinary treatment on your pet's behalf only where: (a) your pet faces a genuine, time-critical medical emergency, and (b) the carer cannot reach you in time.
Granting emergency vet permission does not transfer any financial obligation to the carer or to HUDDLE. All costs for emergency veterinary treatment authorised under this permission are your sole financial responsibility. Neither the carer nor HUDDLE is liable for any veterinary costs, treatment decisions, or treatment outcomes resulting from care authorised under this permission.
Any displayed treatment limit limits the carer's authority to consent; it does not limit your responsibility for treatment costs or create a payment obligation for HUDDLE or the carer.
Some bookings use a Start PIN or check-in photo to confirm the start of care. Share your Start PIN only when you have completed handoff and you are ready for the carer to begin. Sharing the Start PIN records your consent that handoff is complete.
If care has not started by the scheduled end time, the system automatically cancels the booking under the no-start policy. This is a system cancellation, not a cancellation requested by either party. The PIN and check-in actions then stop immediately.
If the carer is a no-show, you must submit a no-start report with reason 'Carer no-show' after the significant-delay warning and before the scheduled end time. Reporting protects your ability to receive the outcome supported by the booking evidence. If you do not report before the deadline, HUDDLE may treat the unreported session as an accepted no-start outcome, which can result in no refund.
A paid no-start outcome is determined under the applicable evidence-based no-start policy and may be a full refund, no refund, a reserved-time payout to the carer, a retained amount, or review. The 50% retained amount described below applies to the applicable owner-requested self-cancellation tier, not as a fixed system no-start result. For a no-payment booking, no payment, refund, retention, or payout occurs. Silence does not guarantee a refund.
HUDDLE may consider reports and non-response from both parties, Start PIN records, check-in evidence, messages, timestamps, and other platform records when deciding responsibility, refund, payout, and account consequences.
You may request self-cancellation only while the cancellation action is available in the app and before the earlier of Start PIN sharing or the scheduled start time. After that point, the self-cancellation tiers no longer apply; the handoff, no-start, or care-issue process governs instead. For paid bookings, your refund depends on the notice given before the scheduled start:
72 hours or more before the start: full refund to your original payment method.
24 to 72 hours before the start: 50% refund. HUDDLE retains the remaining 50%.
Less than 24 hours before the start: no refund.
For no-payment bookings, no payment is involved, but a confirmed booking remains a commitment. Repeated or last-minute cancellations or no-shows may restrict your access to bookings, the same as on a paid booking.
After valid check-in, you cannot use this pre-start cancellation policy to end the booking. If care ends early by mutual agreement, the agreed price remains payable and no automatic refund or daily proration applies. Safety or emergency reports are handled through the Trust & Safety process, without a promise of refund or payout adjustment.
A multi-day Care Scope is one booking for the total agreed price. It is not automatically divided into daily cancellation units. Any partial-performance dispute is decided from the care delivered and platform records.
If neither party reports a blocking issue, an eligible paid booking may automatically complete 48 hours after the scheduled end time and the carer's payout may then be released. Report any issue that may affect completion, refund, or payout before that deadline.
If a carer cancels before care starts, HUDDLE may cancel the booking, refund amounts for care not provided, release no carer payout, and apply trust, visibility, ranking, access, or account consequences. HUDDLE may help users find another carer, but does not guarantee replacement care or an alternate booking.
You must retrieve your pet and any property at the end of the booked service period or arrange and pay for lawful alternate care. If the pet remains and you or your emergency contact cannot be reached, the carer may take reasonable protective steps and, within 12 hours after the booked end or sooner for safety, transfer the pet to animal control, law enforcement, a licensed shelter, a veterinarian, a licensed boarding provider, or another lawful provider that accepts the pet. HUDDLE may assist at its discretion but is not the pet's custodian and has no duty to transport, house, rehome, pay for, or secure placement. You authorize necessary disclosure of pet and contact information and remain responsible for all resulting costs.
If something serious happens — the carer did not show up, there was a handoff problem, or you have a safety concern — submit the case with evidence through HUDDLE's booking dispute process. HUDDLE may place the booking in review, hold or reverse payment, issue or deny a refund, release or withhold payout, or apply account restrictions based on the available records.
A no-start or handoff report must be submitted through the in-app report flow before the scheduled end time. Other serious incident or financial claims must be reported within 48 hours of the actual or expected completion of care, unless applicable law requires a longer period. Safety or legal reports may be reviewed outside that period, but no financial outcome is guaranteed.
HUDDLE may review booking records, messages, timestamps, Start PIN events, check-in photos, and other evidence. HUDDLE's determination is final and binding for the platform process. No response time or outcome is guaranteed, and any reconsideration is discretionary unless applicable law requires otherwise.
After HUDDLE executes a refund or payout, that financial decision is final for the platform process except where applicable law requires otherwise.
Use HUDDLE's booking dispute process before starting a payment dispute or chargeback. A chargeback made in bad faith or instead of that process is a material breach and may result in payment holds, recovery action, suspension, and loss of platform protections, to the extent permitted by applicable law. Nothing in these Booking Terms limits a non-waivable right to dispute a charge with your payment provider.
You are responsible for reviewing a carer's profile, listed credentials, ratings, and limitations before booking. Credential badges marked Self-declared are based solely on the carer's own claim and have not been verified by HUDDLE. Verified badges reflect completion of HUDDLE's applicable verification steps at the time of issue only and do not guarantee the carer's current qualifications, insurance, conduct, or fitness for the care you require.
You must not agree with or pressure carers to make payments outside HUDDLE's system, proceed without a confirmed booking, or otherwise bypass HUDDLE's fees, safety tools, booking records, or dispute process where HUDDLE requires use of in-app booking, messaging, and payment tools.
Any off-platform care arrangement, payment, or communication made to bypass HUDDLE voids all HUDDLE platform protections, dispute rights, payout guarantees, and booking safeguards for that arrangement. HUDDLE has no responsibility for any off-platform arrangement or event, to the fullest extent permitted by applicable law.
After a booking is completed, you may submit a review including a star rating, review tags, written feedback, and up to six media files. Your review will be posted publicly on the carer's profile. You must not submit false, misleading, coerced, or incentivised reviews. Reviews may be moderated or removed by HUDDLE for policy violations.
Report any serious incident to HUDDLE within 48 hours. A serious incident includes: pet injury or illness during or following care; property damage; carer misconduct or a safety concern; a booking that did not start or complete as agreed; or any other event a reasonable person would consider material to the care provided.
Completed care sessions are removed from your active view 14 days after the session ends. They remain accessible in Care History within the app. HUDDLE also retains booking records for safety, legal compliance, dispute resolution, financial purposes, and audit, regardless of what is shown in your active view.
Care services and interactions with pets carry inherent risks, including injury, illness, escape, loss, property damage, and conduct by another user or animal. You voluntarily assume those risks. Disputes about the care itself are between the owner and carer.
To the fullest extent permitted by applicable law, you release HUDDLE and its affiliates from claims arising from another user's conduct, a pet's conduct, or the care arranged between users. This release does not apply to liability that cannot lawfully be released.
To the maximum extent permitted by law, HUDDLE is not responsible for the acts, omissions, conduct, quality, safety, qualifications, or suitability of any carer, care service, or booking outcome. HUDDLE does not provide insurance or guaranteed reimbursement for care incidents unless expressly stated. HUDDLE's total liability is limited as set out in the Terms of Service.
Neither HUDDLE nor the carer is liable for failure or delay in performance caused by events beyond their reasonable control, including natural disasters, extreme weather, public health emergencies, or government actions. Where such events affect a booking, HUDDLE may cancel it and issue refunds in accordance with platform policy.