Terms that apply when a user creates a Care Scope Request, books, pays for, or receives Care Service through huddle as a pet owner, customer, or person making a booking.
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 providers, communicate, and arrange care. Huddle is not the care provider, does not employ providers, and does not supervise or control how care is performed.
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 provider 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 provider 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 provider 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 provider cannot reach you in time.
Granting emergency vet permission does not transfer any financial obligation to the provider or to Huddle. All costs for emergency veterinary treatment authorised under this permission are your sole financial responsibility. Neither the provider nor Huddle is liable for any veterinary costs, treatment decisions, or treatment outcomes resulting from care authorised under this permission.
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 provider to begin. Sharing the Start PIN records your consent that handoff is complete.
If you do not complete handoff as required and the provider reports a handoff issue, Huddle may determine that care did not start due to your action or inaction. A no-start charge may apply where it is expressly disclosed to you before payment and permitted by applicable law. The amount or calculation method will be shown during the booking or payment confirmation flow if applicable.
You can cancel a paid booking from the chat at any time before care starts.
Cancellations made within 24 hours of the scheduled start of care are non-refundable. The provider keeps the booking amount in recognition of the time they reserved.
Huddle does not commit to a specific refund schedule for cancellations outside the non-refundable window. Refunds are reviewed case by case, taking into account the situation, the provider's response, and the booking history.
If the provider cancels, does not show up, or Huddle cancels the booking, you receive a full refund of the booking amount to your original payment method.
For urgent or exceptional circumstances — medical emergency, family crisis, or safety concern — contact support@huddle.pet. Huddle may cover the cancellation cost on your behalf as a goodwill exception, at its discretion.
Nothing in this section limits rights you have under applicable consumer protection law.
If something serious happens — the provider did not show up, there was a problem at handoff, or you have a safety concern about how care was delivered — you can send the case with evidence to support@huddle.pet. Huddle will hold payment to the provider while the Trust & Safety team reviews it.
The Trust & Safety team reviews booking records, messages, timestamps, Start PIN events, check-in photos, and any evidence you share. Outcomes range from a full refund, to a partial refund, to releasing payment to the provider, depending on what the records show.
Raise any serious issue within 48 hours of the actual or expected completion of care. Issues raised outside this window may not be eligible for review.
You are responsible for reviewing a provider's profile, listed credentials, ratings, and limitations before booking. Credential badges marked Self-declared are based solely on the provider'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 provider's current qualifications, insurance, conduct, or fitness for the care you require.
You must not agree with or pressure providers 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.
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 provider'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; provider 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.
To the maximum extent permitted by law, Huddle is not responsible for the acts, omissions, conduct, quality, safety, qualifications, or suitability of any provider, 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 provider 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.