Terms of Use
These terms apply to neighborpaws.com. Purchases in the shop are also governed by Shopify terms and /shop-legal.
1. Scope
By registering or using the service you accept these terms and the privacy policy. You must be at least 18 years old to create an account or use booking and payment features.
2. Platform role
NeighborPaws provides software for discovery, messaging, QR profiles, bookings, and payment processing. Care is performed independently between users; we are not a party to the care contract and are not a veterinary, insurance, emergency, or employment agency. Online booking payments are processed through Stripe; funds are not held on our operational bank account but are processed within Stripe’s payment infrastructure and released according to platform rules.
3. QR tags and shop products
The shop (https://shop.neighborpaws.com) sells QR tags and related goods. After linking in the app, the QR shows profile information you configure. You are responsible for accuracy and lawfulness of published data. Withdrawal and shipping for shop purchases follow checkout information and /shop-legal.
4. Bookings and payments
Online payments are securely processed by Stripe. The owner pays the total amount shown in the booking flow; the sitter share is transferred to the sitter’s connected Stripe account only after the service is completed and the release period described in /payment-policy has passed. NeighborPaws collects the platform service fee shown in the booking flow. Stripe payment and transaction costs are payment-processing costs handled by Stripe in the background; they are not charged as an additional manual payout fee payable by users. Booking, cancellation, refund, and chargeback rules are further described in /payment-policy. Mandatory consumer rights remain unaffected.
5. Promo codes and discounts
Promo codes grant percentage discounts only on the NeighborPaws platform/service fee shown in the booking flow and are capped to that fee. They do not reduce the sitter’s own service price and do not create any right to cash payout, bank payout, or credit outside an eligible booking. Promo codes may be limited to specific user roles, first eligible bookings, service types, expiry dates, or redemption limits. Unless the relevant code is explicitly marked as combinable, it cannot be combined with other promo codes or campaigns.
6. Taxes and invoices
After a successful booking payment, Stripe generally sends a payment receipt to the owner’s email. This Stripe receipt is not a statutory invoice (Rechnung) under German law. For the care service, the sitter issues their own invoice to the owner where required. For the NeighborPaws platform/service fee shown in the booking flow, NeighborPaws issues an invoice to the owner where legally required. Sitters remain responsible for their own tax, business-registration, and invoicing duties. Seek professional advice if you operate commercially.
7. Prohibited conduct
Fraud, harassment, illegal content, spam, security bypass, misuse of QR links or others’ profiles.
8. Owner and sitter obligations
Owners must provide accurate pet/plant, health, behavior, contact, and access information. Sitters must only accept work they can perform safely and competently, follow local rules, document agreed care, and report incidents promptly. Emergencies must be handled directly through veterinarians, emergency services, or competent authorities.
9. Insurance and risk
NeighborPaws does not provide pet owner, liability, accident, health, or property insurance. Users are responsible for checking suitable insurance. Pet care, key handover, home access, and meetings are at the involved users’ own risk.
10. Reports
Report suspicious content or profiles via “Report content” or Support. We review reports when reasonably possible.
11. Content moderation and complaints
We may remove or restrict illegal content, fraud, spam, harassment, unsafe care, misuse of QR profiles, or other breaches of these terms, and may suspend accounts. Where legally required and contact details are available, we inform affected users about key reasons and available review steps. You can object to moderation or account actions by contacting support@neighborpaws.com.
12. Liability
Where permitted by law, we are not liable for damage arising from independent arrangements or conduct between users, including typical risks of pet care, key handover, home access, or meetings outside our direct control. Mandatory liability (e.g. intent, gross negligence, injury to life/body/health, product liability for goods we sell) remains unaffected.
13. Termination
You may delete your account (Profile → Privacy & account). We may suspend accounts for violations.
14. Consumer dispute resolution
We are not obliged and not willing to participate in dispute resolution proceedings before a consumer arbitration board.
15. Governing law
German law, excluding CISG, unless mandatory consumer protection applies. Venue Munich for merchants where permitted.