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Terms of use

1. Who we are

Pooky Dog is run by Mediatopia Solutions Limited (company no. 07351080), trading as Pooky Dog, registered office 12 Whiteladies Road, Bristol, BS8 1PD. “We” and “us” mean Pooky Dog. Contact us at hello@pookydog.co.uk.

2. What Pooky Dog does

Pooky Dog is a marketplace. Dog businesses (groomers, walkers, sitters, kennels, trainers, breeders and sellers) list their services and products, and dog owners book and buy from them here. When you book a service or buy a product, your contract for it is with the business or seller: the service or product is theirs to supply, at their own price. We run the marketplace and take your payment as the business’s agent, then pass it on once the service is done or the order delivered, less our commission. Our commission and our fees include VAT.

Every business you can book or buy from is checked (identity through Stripe, insurance, and a council licence where the law needs one). We don’t provide the services or products ourselves.

Every seller and service provider on Pooky Dog is a business (a trader), so your rights as a consumer apply to what you book and buy from them.

3. Businesses not yet on Pooky Dog

  • To help you find local dog services, we also list some businesses that haven’t joined Pooky Dog yet. They’re marked “Not yet claimed”, and we haven’t checked them.
  • A listing shows the business’s name, what it does, the town it’s in and, where we have them, its phone number and website. Where we have neither, it says “No contact details yet”.
  • The details come from public sources only: Companies House, OpenStreetMap, councils’ public registers of licensed animal businesses, and the business’s own website.
  • A listing can’t be booked or paid for here. Anything you arrange with it is between you and the business.
  • If it’s your business, press “Claim it free” on its page to take it over (we check you before it can take bookings), or “Remove this listing” to take it down straight away. See Privacy.

4. Your account

  • You must be 18 or over to have an account, book or buy.
  • Keep your details accurate and your password to yourself. You’re responsible for what’s done with your account.
  • You can delete your account at any time from Your account, once nothing is still going on (such as a booking coming up or an order on its way). Records we must keep by law (such as payments) are kept for as long as the law requires.

5. Booking and paying

  • Every price for a service on Pooky Dog includes our £1.50 booking fee (VAT included): it’s the price you pay. At checkout you see it split into the business’s price and the fee. Card details go to Stripe, our payments partner, never to us or the business.
  • You can cancel a booking for a full refund, booking fee included, within 14 days of booking as long as the appointment hasn’t started. To book a time within those 14 days, you ask at checkout for it to start that soon. After the 14 days, the business’s cancellation rules apply.
  • If you don’t cancel and don’t turn up, you pay in full: the business keeps the payment.
  • We hold the money until the appointment is done. The business is paid 48 hours after it, unless a problem has been reported.
  • Cancelling, refunds and problems work as set out in Cancellations and refunds.
  • Please book and pay for services found here through Pooky Dog, including repeat visits: it’s how we keep your money safe and the marketplace free to list on.

6. Buying in the shop

  • You pay the item price and each seller’s delivery charge, in one payment. We deliver to UK addresses only.
  • Every seller is a business (a trader), so your consumer rights apply.
  • Each seller posts their own items. You can track them from Your account.
  • Your rights to cancel, return and refund are in Cancellations and refunds, and your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 aren’t affected.
  • Some products aren’t allowed on Pooky Dog (for example electric shock collars). Report any product you think is unsafe from its page.

7. Reviews and messages

  • Only people who have had a completed booking or a delivered order can review it, once each. Reviews must be honest and your own experience.
  • Messages go through Pooky Dog, and email addresses, phone numbers and web links are hidden. Report or block anyone from the conversation.
  • Don’t post anything unlawful, abusive, misleading or that isn’t yours to share. We can remove it.

8. For businesses

  • Listing is free. Your page goes live once we’ve checked you, and stays live while your checks are current (for example, your insurance hasn’t run out).
  • We take payment from your customers as your agent: your services and products are your own supply, at your own prices. Our commission is 10% of the price of each completed booking and 10% of the item price of each shop sale, VAT included; it’s taken from what you’re paid. Customers pay the booking fee, not you. Each month you can download a VAT statement of our commission and plan fees, showing the VAT included, from Payments in your dashboard.
  • You’re paid through Stripe once each booking is complete and the 48 hours to report a problem have passed, and 7 days after each order is delivered. Refunds decided after you’ve been paid come off your next payments.
  • Payment processing for businesses is provided by Stripe and is subject to the Stripe Connected Account Agreement, which includes the Stripe Terms of Service. By setting up payments, you agree to them, and you allow us to share information about you and your transactions with Stripe.
  • You’re responsible for your services and products, for describing them honestly, for your licences and insurance, and for your own tax.
  • Pro (£12 a month) and Pro Team (£29 a month), VAT included, are optional and paid monthly or yearly. They renew until you cancel, and run to the end of the period you’ve paid for. If a payment fails, your Pro tools stay open for 7 days while it’s retried.
  • How results are ordered. Search shows only checked businesses that offer what the owner asked for and take their dog’s size and coat, within the distance they chose, nearest first. Town pages show checked businesses first, best rated first (the average score of reviews from completed bookings, then the number of reviews, then nearest the middle of the town), then businesses not yet on Pooky Dog. Paying for Pro or Pro Team never changes the order. There are no paid placements today; if we add any, they’ll be clearly labelled as paid, and we’ll update this section first.
  • We’ll give businesses at least 15 days’ notice of changes to these terms, by email, unless the law makes us change them sooner.
  • We can suspend a business straight away to look into a serious problem, and remove one with 30 days’ notice, or at once on serious grounds (safety, fraud, animal welfare or illegal activity). We always give our reasons, and you can appeal by email; we reply within 5 working days.

9. Our responsibility

We work hard to keep Pooky Dog running and the businesses on it checked, but we can’t promise it will always be available or error-free. We’re responsible for losses that are a foreseeable result of our breaking these terms or not taking reasonable care. We’re not responsible for the services and products businesses provide, though we’ll help put things right as set out in Cancellations and refunds. Nothing in these terms limits liability that can’t be limited by law, or your legal rights as a consumer.

10. Changes, complaints and the law

  • We may update these terms. If a change affects you, we’ll tell you before it applies.
  • Complaints: email hello@pookydog.co.uk and we aim to reply within 2 working days.
  • These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you can also bring proceedings where you live.