PAWKETPLACE TERMS OF USE FOR PET OWNERS

Last Updated: September 2026

 

These Terms of Use (“Terms”) govern your access to and use of the PawketPlace website, mobile application, and related products, features, booking services, subscription services, content, tools, and digital services collectively referred to as the “Platform”.

By accessing or using PawketPlace, creating an account, purchasing a subscription, purchasing a package, or confirming a booking through the Platform, you agree to be bound by these Terms and PawketPlace’s Privacy Policy.

If you do not agree with these Terms, you should discontinue use of the Platform.

These Terms apply to all users of PawketPlace, including free users, paid subscribers, pet owners making service bookings, package purchasers, and users accessing PawketPlace through a web browser or mobile application.

1. DEFINITIONS

For purposes of these Terms:

“PawketPlace”, “we”, “us” or “our” means PawketPlace Pte. Ltd.

“Platform” means the PawketPlace website, mobile application, software, digital services, and related technology.

“User”, “Pet Owner” or “you” means any individual accessing or using the Platform.

“Services” means features provided through PawketPlace, including pet health and wellness tools, health records, reminders, behavioural tracking, educational content, bookings, subscriptions, packages, and pet-care management tools.

“Third-Party Provider” or “Service Provider” means an independent veterinary clinic, veterinarian, groomer, trainer, behavioural professional, pet sitter, daycare provider, wellness provider, brand, merchant, service professional, or other independent provider offering products or services through PawketPlace.

“Single Service Booking” means an individual service purchased and booked separately through the Platform.

“Package” means a prepaid purchase that provides the User with multiple sessions, appointments, service uses, credits, classes, treatments, or other entitlements from a Third-Party Provider.

“Package Session” means an individual appointment or service use redeemed from a Package.

“Subscription” means a paid PawketPlace membership or plan providing access to premium Platform features or benefits.

“User Content” means any data, text, photographs, pet records, health information, notes, documents, or other materials uploaded or submitted by you.

2. DESCRIPTION OF PAWKETPLACE SERVICES

PawketPlace provides an integrated digital pet-care platform designed to assist pet owners in organising, understanding, and managing aspects of their pets’ care.

Features may include:

• pet profiles;
• digital pet health records;
• health and wellness reminders;
• behavioural tracking;
• symptom or care guidance tools;
• automated or AI-supported informational tools;
• expense and pet-care management features;
• appointment booking;
• packages;
• subscriptions;
• educational content;
• access to Third-Party Providers; and
• other pet-care related services introduced by PawketPlace from time to time.

PawketPlace may update, modify, enhance, replace, suspend, or discontinue features where reasonably necessary for operational, commercial, technical, security, regulatory, or user-experience purposes.

3. HEALTH, WELLNESS AND INFORMATIONAL TOOLS

3.1 Informational Purpose Only
Information, recommendations, reminders, predictive insights, behavioural observations, automated outputs, symptom guidance, and other content provided through PawketPlace are intended for general informational and educational purposes only. They are not intended to constitute veterinary diagnosis, veterinary treatment, behavioural diagnosis, medical advice, or emergency advice. PawketPlace is not a veterinary clinic and does not establish a veterinarian-client-patient relationship with you or your pet. You should consult an appropriately qualified veterinarian or other professional where professional advice is required.

3.2 Predictive and Automated Insights
PawketPlace may use information provided by you, including pet age, breed, health information, behavioural observations, historical records, or other data, to provide reminders, patterns, alerts, recommendations, or predictive insights. Such outputs may not account for every circumstance relating to your pet and are not guaranteed to be complete, accurate, or conclusive. You remain responsible for deciding whether and when to seek professional care.

3.3 Emergency Situations
PawketPlace is not an emergency veterinary service. If your pet appears seriously unwell, injured, distressed, rapidly deteriorating, or requires urgent medical care, you should contact a licensed veterinarian or emergency animal hospital immediately. Do not delay seeking professional veterinary care because of information obtained through PawketPlace.

4. BOOKINGS WITH THIRD-PARTY PROVIDERS

4.1 PawketPlace’s Role
PawketPlace allows Users to search for, request, purchase, book, pay for, reschedule, and manage services provided by independent Third-Party Providers. PawketPlace acts as a technology platform and booking intermediary. PawketPlace does not directly provide, supervise, control, guarantee, or assume responsibility for the underlying services provided by Third-Party Providers. The actual service relationship is between you and the relevant Third-Party Provider.

PawketPlace may nevertheless administer:

• bookings;
• payments;
• refunds;
• package entitlements;
• disputes;
• reviews;
• complaints;
• provider account status;
• and other Platform-related operational matters.

4.2 Responsibilities of Third-Party Providers
The Third-Party Provider is responsible for:

• providing the actual service;
• staff and personnel;
• professional qualifications;
• licensing and regulatory compliance;
• premises;
• equipment;
• pet handling;
• safety;
• service quality;
• suitability;
• fulfilment; and
• professional conduct.

4.3 Your Responsibilities Before Booking
Before confirming a booking, you are responsible for reviewing:

• service description;
• pricing;
• appointment date and time;
• location;
• package conditions;
• cancellation rules;
• rescheduling rules;
• no-show rules;
• provider requirements;
• pet eligibility requirements; and
• any other conditions displayed before checkout.

You must provide accurate, complete, and up-to-date information about yourself and your pet where relevant. This may include:

• age;
• breed;
• health status;
• vaccination status;
• medical history;
• medication;
• allergies;
• behavioural concerns;
• temperament;
• anxiety;
• aggression history;
• special needs; and
• other safety-related information.

Where important information is inaccurate, incomplete, outdated, or withheld, the Third-Party Provider may decline or discontinue the service where reasonably necessary for safety or service suitability.

5. CANCELLATION, RESCHEDULING AND NO-SHOW POLICY

This Section applies to both:

• Single Service Bookings; and
• Package Sessions.

Different commercial treatment applies depending on whether you purchased an individual service or are redeeming a Package Session.

5.1 SINGLE SERVICE BOOKINGS

5.1.1 Cancellation More Than 24 Hours Before Appointment
If you cancel more than twenty-four (24) hours before the scheduled appointment time:

• no cancellation charge will apply; and
• the amount paid for the affected service will be refundable, subject to any expressly disclosed non-refundable fee.

5.1.2 Cancellation More Than 6 Hours but Within 24 Hours
If you cancel more than six (6) hours but within twenty-four (24) hours of the scheduled appointment:

• fifty percent (50%) of the booking amount will be chargeable; and
• the remaining fifty percent (50%) will be refundable.

5.1.3 Cancellation Within 6 Hours
If you cancel within six (6) hours of the scheduled appointment:

• one hundred percent (100%) of the booking amount will be chargeable; and
• no refund will be provided.

5.1.4 Rescheduling
You may request to reschedule a Single Service Booking more than twelve (12) hours before the scheduled appointment time. Rescheduling is subject to the Third-Party Provider’s availability. Rescheduling is not permitted within twelve (12) hours of the scheduled appointment time. Where you request to change your appointment within twelve (12) hours of the scheduled appointment, the request will be treated as a cancellation and the applicable cancellation rules above will apply.

For clarity:

• if you cancel more than six (6) hours but within twelve (12) hours before the appointment, the booking remains subject to the 50% cancellation charge; and
• if you cancel within six (6) hours, the booking is 100% chargeable.

5.1.5 No-Show
If you fail to attend a scheduled appointment without an eligible cancellation or rescheduling request:

• the booking will be treated as a no-show;
• one hundred percent (100%) of the booking amount will be chargeable; and
• no refund will be provided.

6. PACKAGE PURCHASES AND PACKAGE SESSION BOOKINGS

6.1 Package Nature
A Package may provide multiple sessions, appointments, service credits, treatments, classes, or other service entitlements. Unless otherwise expressly stated, the purchase of a Package does not mean that each Package Session has a separately refundable cash value. Individual Package Sessions are governed by the rules below.

6.2 Cancellation More Than 6 Hours Before Package Session
If you cancel a Package Session more than six (6) hours before the scheduled appointment time:

• the Package Session will not be treated as used; and
• one (1) session will be returned to your remaining Package entitlement.

No cash refund will ordinarily be provided for that individual session.

6.3 Cancellation Within 6 Hours
If you cancel a Package Session within six (6) hours of the scheduled appointment time:

• one (1) Package Session will be treated as used; and
• that session will be deducted from your remaining Package entitlement.

The session will not be reinstated, replaced, or refunded unless an exception is approved.

6.4 Rescheduling Package Sessions
You may request to reschedule a Package Session more than twelve (12) hours before the scheduled appointment time. Rescheduling is subject to the Third-Party Provider’s availability. Rescheduling is not permitted within twelve (12) hours of the scheduled appointment time.

For clarity:

• More than 12 hours before appointment: You may reschedule, subject to availability.
• More than 6 hours but within 12 hours: You may not reschedule. However, if you cancel the appointment, the session will be returned to your Package entitlement.
• Within 6 hours: Rescheduling is not permitted. If you cancel, one session will be treated as used.

6.5 Package No-Show
If you fail to attend a scheduled Package Session:

• the appointment will be treated as a no-show; and
• one (1) Package Session will be treated as used and deducted from your Package entitlement.

6.6 Package Validity
The return or reinstatement of a Package Session does not automatically extend the validity or expiry date of the Package. The original expiry or validity period continues to apply unless otherwise expressly agreed by the Third-Party Provider or PawketPlace.

7. CANCELLATION OR RESCHEDULING BY SERVICE PROVIDER

7.1 Provider Cancellation
Where a Third-Party Provider cancels or is unable to fulfil a confirmed appointment for reasons attributable to the Provider, you will not be subject to any cancellation charge, penalty, or forfeiture.

For a Single Service Booking:

• you will be entitled to a full refund of the affected booking; or
• you may voluntarily agree to reschedule the appointment.

For a Package Session:

• the affected Package Session will be returned to your remaining Package entitlement; or
• you may voluntarily agree to reschedule the appointment.

7.2 Provider Requests to Reschedule
Where a Third-Party Provider requests to reschedule a confirmed appointment, you may:

1. accept the proposed appointment time;
2. request another available appointment time; or
3. decline the proposed rescheduling.

For a Single Service Booking, if you decline the Provider’s proposed rescheduling, you will be entitled to a full refund. For a Package Session, the affected session will be returned to your Package entitlement. You are not required to accept a replacement appointment.

7.3 Provider Safety or Eligibility Refusal
A Provider’s inability to proceed with a service may not necessarily be treated as a Provider cancellation where the service cannot reasonably or safely proceed because of:

• inaccurate or undisclosed pet information;
• aggression or safety risk;
• illness or suspected infectious disease;
• failure to meet vaccination or service requirements;
• inappropriate behaviour by the User;
• circumstances affecting animal welfare; or
• another material breach of the booking requirements by the User.

PawketPlace may review such circumstances and determine the appropriate cancellation, refund, or Package treatment based on available evidence.

8. REFUND POLICY

The refund rules below apply separately from the cancellation and rescheduling rules.

8.1 Single Service Refunds
For Single Service Bookings:

• Cancellation more than 24 hours before appointment: 100% of the affected booking amount is refundable, subject to any clearly disclosed non-refundable fee.
• Cancellation more than 6 hours but within 24 hours: 50% of the booking amount is refundable.
• Cancellation within 6 hours: No refund.
• No-show: No refund.
• Provider cancellation: 100% refund unless you voluntarily agree to reschedule.

9. PACKAGE REFUND POLICY

9.1 Individual Package Sessions
Cancellation of an individual Package Session does not ordinarily result in a cash refund. Where eligible, the session is instead returned to your remaining Package entitlement in accordance with Section 6.

9.2 Refund of Entire Package Purchase
Unless otherwise stated at checkout or required by law, Package purchases may be non-refundable once any session under the Package has been:

• attended;
• redeemed;
• used;
• forfeited;
• treated as used because of a late cancellation; or
• treated as used because of a no-show.

Where no Package Session has been used, a request to cancel the entire Package may be considered according to the package-specific terms displayed at checkout. PawketPlace may approve a full or partial refund in exceptional circumstances. This may include circumstances where the Third-Party Provider permanently ceases operations or is otherwise unable to fulfil the remaining Package Sessions and no reasonable alternative arrangement can be provided.

9.3 Refund Processing
Approved cash refunds will ordinarily be returned to the original payment method where reasonably practicable. The time required for the refund to appear in your account may depend on your bank, card issuer, payment gateway, or payment provider. PawketPlace is not responsible for processing delays caused by external financial institutions or payment processors.

10. EXCEPTIONS AND DISPUTED CANCELLATIONS

PawketPlace may review:

• cancellations;
• rescheduling requests;
• Package Session usage;
• no-shows;
• Provider cancellations;
• refund requests;
• disputes; and
• chargebacks.

PawketPlace may consider:

• booking timestamps;
• Platform records;
• communications;
• payment records;
• Provider responses;
• User responses;
• service records;
• pet-safety information;
• photographs;
• supporting documents; and
• other relevant evidence.

PawketPlace may approve exceptions where it reasonably considers appropriate. An exception granted for one booking does not create an entitlement to the same exception for future bookings.

11. BOOKING TERMS DISPLAYED AT CHECKOUT

Before confirming a booking or purchasing a Package, you may be required to acknowledge applicable terms relating to:

• service details;
• Provider identity;
• pricing;
• Package validity;
• cancellation;
• rescheduling;
• no-show treatment;
• Package usage;
• refund eligibility;
• pet-information accuracy; and
• PawketPlace’s role as intermediary.

By confirming the booking or purchase, you agree to the terms displayed at checkout. Where specific service or Package terms are clearly displayed at checkout and differ from these general Terms, the checkout terms will apply to that particular transaction to the extent permitted by law.

12. REFUNDS, COMPLAINTS AND DISPUTES WITH THIRD-PARTY PROVIDERS

Refunds are not guaranteed except where these Terms or applicable law expressly provide otherwise. PawketPlace may administer Platform-related complaints and disputes.

PawketPlace may:

• facilitate communication;
• request information;
• process or facilitate refunds;
• review booking records;
• review Provider conduct;
• review User conduct;
• restrict future bookings;
• moderate reviews;
• suspend Providers; or
• take other Platform enforcement action.

PawketPlace’s involvement in administering a dispute does not make PawketPlace the provider of the underlying service.

13. PROVIDER AVAILABILITY

PawketPlace does not guarantee:

• that a Provider will accept a booking;
• that a Provider will remain available;
• appointment availability;
• availability of alternative appointment dates;
• availability of alternative Providers; or
• availability of replacement services.

Where a Provider is unable to fulfil a booking, PawketPlace may assist with a refund, rescheduling, or alternative Provider suggestion where available.

14. PET SAFETY

Pet services can involve inherent risks. Depending on the service, these may include:

• stress;
• behavioural reactions;
• bites;
• scratches;
• escape;
• illness;
• injury;
• worsening of an existing condition;
• allergic reaction;
• transmission of infectious illness; or
• other unexpected events.

You are responsible for informing the Provider of information reasonably relevant to your pet’s safety and suitability for the service.

15. SUBSCRIPTION TERMS

PawketPlace may offer monthly, annual, or other Subscription plans. Features, benefits, pricing, and eligibility may vary.

15.1 Free Trial
Where a free trial is offered:

• eligibility may be limited;
• payment may be charged when the trial ends;
• the Subscription may automatically convert into a paid Subscription unless cancelled before the trial expires; and
• unused portions of a trial may be forfeited when a paid Subscription begins.

15.2 Billing
Subscription fees are charged according to the billing cycle selected by you. Payment will be charged to your selected payment method. Pricing will be displayed before purchase.

15.3 Automatic Renewal
Subscriptions may automatically renew unless cancelled before the applicable renewal date. Renewal will occur at the then-current applicable Subscription price.

15.4 Subscription Cancellation
You may manage or cancel your Subscription through the Platform where that functionality is available. Cancellation ordinarily takes effect at the end of the existing billing period.

15.5 Subscription Refund Policy
Unless required by law, PawketPlace does not provide refunds for:

• partially used billing periods;
• unused Subscription periods;
• accidental purchases;
• automatic renewals; or
• failure to cancel before renewal.

This Subscription refund policy does not apply to Third-Party Provider bookings or Package Sessions.

16. APP STORE PURCHASES

Where payment is made through the Apple App Store, Google Play Store, or another third-party application marketplace:

• billing may be administered by that marketplace;
• Subscription management may need to be performed through the marketplace;
• cancellation may need to be completed through the relevant account settings; and
• refund requests may be governed by the marketplace’s applicable policies.

PawketPlace may not have the ability to directly issue refunds for payments processed by third-party application marketplaces.

17. ACCOUNT REGISTRATION AND SECURITY

You may be required to create an account to use certain Platform features. You agree to provide accurate and current account information. You are responsible for maintaining the confidentiality of your login credentials and for activity conducted through your account. You should notify PawketPlace promptly if you suspect unauthorised use of your account. You must not use another person’s account without authorisation. PawketPlace may suspend or restrict accounts containing materially inaccurate, fraudulent, or misleading information.

18. USER OBLIGATIONS AND ACCEPTABLE USE

You agree to use PawketPlace lawfully and responsibly. You must not:

• attempt unauthorised access to the Platform;
• interfere with Platform security or operation;
• introduce malicious software;
• impersonate another individual;
• submit deliberately false information;
• misuse another person’s information;
• harass or threaten Users, Providers, or PawketPlace personnel;
• manipulate reviews;
• engage in fraud;
• misuse payment or refund processes;
• infringe intellectual property rights;
• misuse personal data;
• use the Platform for unlawful activities; or
• commercially exploit PawketPlace content without authorisation.

PawketPlace may investigate suspected violations and take appropriate action.

19. PRIVACY AND DATA PROTECTION

PawketPlace processes personal data in accordance with applicable Singapore data-protection requirements and its Privacy Policy. We may collect and process information reasonably necessary to:

• operate the Platform;
• manage your account;
• process bookings;
• administer payments;
• maintain pet records;
• personalise features;
• provide reminders and informational tools;
• improve PawketPlace;
• prevent fraud;
• resolve disputes; and
• communicate with you.

You are responsible for ensuring that information you provide is accurate and that you have authority to submit it.

20. USER CONTENT AND INTELLECTUAL PROPERTY

PawketPlace retains ownership of the Platform, software, branding, design, content, graphics, interfaces, databases, trademarks, and other proprietary materials belonging to PawketPlace or its licensors. You receive a limited, revocable, non-exclusive, non-transferable right to use the Platform for its intended purposes. You retain ownership of your User Content. By submitting User Content, you grant PawketPlace the rights reasonably necessary to host, process, store, display, analyse, and use that content for the operation and improvement of the Platform and provision of Services to you. PawketPlace will not use your User Content for external marketing purposes without appropriate permission where such consent is required.

21. THIRD-PARTY SERVICES

PawketPlace does not control or guarantee Third-Party Provider services. Any concerns regarding the actual provision of a Third-Party Provider’s service should primarily be directed to the relevant Provider. PawketPlace may assist where a matter relates to a Platform booking, payment, refund, Package, review, complaint, dispute, or Provider account.

22. GENERAL DISCLAIMER

PawketPlace provides the Platform and informational Services on an “as is” and “as available” basis to the extent permitted by law. PawketPlace does not guarantee that:

• the Platform will always be uninterrupted;
• all information will be error-free;
• every Provider will be available;
• every Provider service will meet your expectations;
• automated outputs will always be accurate;
• every technical issue will be corrected immediately; or
• every booking request will be accepted.

23. NO GUARANTEE OF THIRD-PARTY PROVIDERS

The inclusion, listing, rating, review, promotion, badge, or visibility of a Third-Party Provider on PawketPlace does not constitute a guarantee of:

• service quality;
• expertise;
• suitability;
• safety;
• outcome;
• availability; or
• fitness for a particular pet.

You should exercise reasonable judgement when selecting a Provider.

24. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, PawketPlace and its directors, officers, employees, contractors, affiliates, and representatives shall not be liable for indirect, incidental, consequential, exemplary, or special loss arising from use of the Platform. PawketPlace is not responsible for injury, illness, death, escape, property damage, pet loss, service failure, negligence, misconduct, professional advice, or other acts or omissions attributable to an independent Third-Party Provider. Nothing in these Terms excludes liability that cannot legally be excluded or limited under Singapore law.

25. INDEMNIFICATION

To the extent permitted by law, you agree to indemnify and hold harmless PawketPlace and its directors, employees, contractors, affiliates, and representatives from claims, losses, liabilities, costs, or expenses arising from:

• your unlawful use of the Platform;
• your breach of these Terms;
• materially false information provided by you;
• violation of another person’s rights;
• misuse of the Platform; or
• claims arising from your conduct in connection with the Platform.

26. REVIEWS AND FEEDBACK

PawketPlace may allow Users to leave ratings, reviews, feedback, or comments regarding Third-Party Providers. Reviews must reflect genuine experiences. You must not:

• submit fraudulent reviews;
• manipulate ratings;
• threaten Providers;
• use reviews to extort refunds or benefits;
• publish knowingly false allegations; or
• submit content that unlawfully infringes another person’s rights.

PawketPlace may moderate or remove reviews that reasonably appear fraudulent, abusive, irrelevant, unlawful, misleading, or inconsistent with Platform policies.

27. SUSPENSION OR TERMINATION

PawketPlace may suspend, restrict, or terminate your account where reasonably necessary, including where:

• you breach these Terms;
• fraudulent activity is suspected;
• payment abuse occurs;
• Platform security is threatened;
• harmful conduct occurs;
• you repeatedly misuse booking or refund systems;
• PawketPlace is required to do so by law; or
• continued access creates material legal, safety, reputational, or operational risk.

Where reasonable, PawketPlace may provide notice before taking action. Immediate action may be taken where necessary to protect Users, pets, Providers, payments, data, or Platform integrity.

28. EFFECT OF ACCOUNT TERMINATION

Termination or deletion of your account does not automatically extinguish:

• outstanding payment obligations;
• completed transactions;
• existing disputes;
• refund investigations;
• Package obligations;
• legal claims;
• liabilities; or
• provisions intended to survive termination.

Subscription fees already paid remain subject to the applicable Subscription refund policy.

29. DATA RETENTION AFTER ACCOUNT CLOSURE

PawketPlace may retain personal data, pet data, transaction records, booking records, and related information after account closure where reasonably necessary for:

• legal compliance;
• dispute resolution;
• fraud prevention;
• audit purposes;
• payment reconciliation;
• customer support; or
• other legitimate business purposes.

Data will be handled in accordance with PawketPlace’s Privacy Policy and applicable law.

30. GOVERNING LAW AND JURISDICTION

These Terms are governed by and construed in accordance with the laws of Singapore. Any dispute arising from or relating to these Terms shall be subject to the jurisdiction of the courts of Singapore, subject to any applicable rights or alternative dispute-resolution process.

31. SEVERABILITY

If any provision of these Terms is held to be invalid, illegal, or unenforceable, that provision shall be limited or modified to the minimum extent necessary. The remaining provisions shall continue in full force and effect.

32. NO WAIVER

A failure or delay by PawketPlace in exercising a right under these Terms does not constitute a waiver of that right. Any waiver applies only to the specific matter for which it is given.

33. RIGHTS OF THIRD PARTIES

Except where expressly provided, a person who is not a party to these Terms shall have no right to enforce any provision under the Contracts (Rights of Third Parties) Act or other applicable law.

34. ENTIRE AGREEMENT

These Terms, together with PawketPlace’s Privacy Policy, checkout terms, booking conditions, Package conditions, and other policies expressly incorporated into these Terms constitute the agreement between you and PawketPlace concerning use of the Platform.

35. CHANGES TO THESE TERMS

PawketPlace may modify these Terms from time to time. Where material changes are made, PawketPlace may provide notice through:

• the Platform;
• the PawketPlace website;
• email;
• in-app notification; or
• another reasonable communication method.

The “Last Updated” date may also be revised. Your continued use of the Platform after updated Terms take effect constitutes acceptance of those updated Terms.

36. CONTACT US

Questions, concerns, complaints, or enquiries relating to these Terms or PawketPlace Services may be directed to:

PawketPlace Pte. Ltd.
Email: ops@pawketplace.com