Terms for any user who applies, registers, is approved, or offers Care Service through huddle — referred to in product as Pet Carers and in this Agreement as Care Service Providers.
This Agreement applies to any user who registers, is approved, or offers care services through Huddle. These users are called Care Service Providers. By registering or providing services through Huddle, you agree to this Agreement, the Terms of Service, Privacy Policy, and Community Guidelines. Where this Agreement conflicts with the Terms of Service, this Agreement controls for provider matters.
Huddle is a technology platform that enables users to find each other, communicate, and arrange care services. Huddle does not provide, supervise, direct, or control how you perform any care service and does not employ you.
You are an independent service provider — not an employee, worker, agent, partner, or joint venturer of Huddle. You are solely responsible for your own taxes, licences, permits, insurance, and legal compliance. You must not represent yourself as an employee, agent, or representative of Huddle to customers or any third party.
You must be at least 18 years old. You must complete all identity verification, ID/passport checks, payment method confirmation, and trust steps Huddle requires before accessing the care marketplace. Your marketplace access is conditional on maintaining good standing, up-to-date verification, and a valid Stripe Connect payout account. Huddle may pause or revoke your marketplace access if any required verification lapses or becomes invalid.
Your profile, listings, rates, availability, qualifications, and service descriptions must be accurate and not misleading at all times.
Credential badges on your profile are labelled as either verified (Registry matched, Certificate matched, Organisation matched, or Directory matched) or Self-declared. Self-declared badges are based solely on your own claim and are not verified by Huddle. Huddle makes no representation about the accuracy of self-declared credentials.
You must notify Huddle promptly if any listed credential lapses, is suspended, or materially changes. You must never claim qualifications, licences, insurance, or certifications you do not hold.
You must provide care with reasonable skill, care, and professionalism; follow all agreed care instructions; communicate with customers in a timely manner; and complete confirmed bookings unless prevented by genuine emergency.
Where a booking requires a Start PIN or check-in photo, you must not submit or record a start confirmation until the customer has genuinely completed handoff and you are ready to begin care. Submitting false, fabricated, or misleading handoff evidence — including confirming a Start PIN you did not receive from the customer, or uploading a check-in photo that does not reflect the actual start of care — is a material breach of this Agreement. It may result in immediate suspension, forfeiture of payout, and permanent ban.
You must report any serious incident — including pet injury, illness, escape, property damage, safety concerns, or police involvement — to both Huddle and the customer without undue delay.
Where a customer grants emergency vet permission in a booking, you are authorised to consent to emergency veterinary treatment on the customer's behalf only where: (a) the pet faces a genuine, time-critical medical emergency, and (b) you have made reasonable attempts to contact the customer first and could not reach them in time.
All veterinary costs arising from treatment authorised under emergency vet permission are the customer's sole financial responsibility. Huddle is not liable for any veterinary costs, treatment outcomes, or decisions made under this permission.
This permission does not authorise you to consent to elective, non-urgent, or preventative treatment. Misusing emergency vet permission — including using it outside a genuine emergency — is a breach of this Agreement and the Community Guidelines.
Huddle charges a 10% platform fee on the agreed care scope price. You receive 90% of the agreed price, less any applicable Stripe Connect processing fees, taxes, and deductions for refunds, chargebacks, or dispute resolutions.
Payouts are processed through Stripe Connect. You must complete Stripe Connect onboarding and maintain a valid payout account. Huddle is not responsible for payout delays caused by incomplete Stripe onboarding, bank processing times, or Stripe's own processing requirements. Payouts may be held where required for fraud review, dispute resolution, regulatory compliance, or platform risk management. Where a payout is held, Huddle will notify you and release it as soon as reasonably practicable once the relevant review is resolved.
You must honour all confirmed bookings. Acceptable grounds for cancellation are: a genuine emergency preventing you from performing care; a safety concern for you, the pet, or a third party that Huddle accepts; customer failure to complete handoff as required; or a Huddle-authorised cancellation. Repeated or unexplained cancellations may reduce your visibility, ranking, and marketplace access.
Where a dispute is raised, Huddle will review platform records, messages, timestamps, handoff evidence, Start PIN logs, check-in submissions, and mid-care photos. Huddle's determination of the final payout amount and customer refund is binding. You may appeal a dispute decision in writing to support@huddle.pet within 5 business days of the decision. Huddle will respond to appeals within 10 business days.
Care session records, messages, and booking history are retained by Huddle for safety, legal compliance, dispute resolution, and audit purposes. Completed sessions are removed from your active view 14 days after completion but remain accessible in Care History and in Huddle's records.
Customers may submit a post-booking review including a star rating, review tags, written feedback, and up to six media files. Reviews are posted publicly on your provider profile. Huddle may moderate or remove reviews that violate the Terms of Service or Community Guidelines.
You must not solicit, offer, or arrange for false, coerced, or incentivised reviews. You must not retaliate against customers who submit honest negative reviews.
You may receive personal information about customers and pets — including names, addresses, contact details, medical information, behaviour notes, and access instructions — solely to perform confirmed bookings. You must not use, share, copy, retain, or otherwise process this information for any other purpose. This obligation survives termination of your marketplace access.
Huddle may suspend, restrict, or permanently revoke your marketplace access — with or without prior notice — for breach of this Agreement or any Huddle policy; safety, fraud, legal, quality, or reputational risk; repeated customer complaints; failure to maintain required verification or Stripe Connect status; or conduct that harms users, pets, or the platform. Huddle may block related devices, phone numbers, or payout accounts to prevent re-entry where permitted by law.
The disclaimers, liability limits, indemnity provisions, governing law, and dispute process in the Terms of Service apply to you as a Care Service Provider.