Terms of service

Pretty Pooches provides a multi-tenant booking, payments and reminders platform. Your account includes a branded booking site, a back-office for managing services, bookings and clients, and integrations with Stripe (payments and payouts), Amazon SES + Twilio (notifications; WhatsApp via Meta where enabled), postcodes.io / Google Maps (travel-time) and Umami (cookieless product analytics; PostHog only with consent, where enabled). We may update, improve or change features over time; we will not materially reduce a core feature you rely on without reasonable notice.

You must be a business operating lawfully in the UK and the person accepting these terms must be authorised to bind that business. You are responsible for the security of your login, for your staff operators' use of the platform, and for the accuracy of the information you enter.

The Starter plan is free. Paid plans (Pro, Studio) are billed monthly in advance via Stripe Billing; prorations on up/downgrade are handled by Stripe. In addition to any plan fee, Pretty Pooches charges a per-plan processing fee on payments taken through the platform: Starter 2.90%, Pro 2.20%, Studio 1.90%, plus 30p per payment on every plan. It applies to each card payment taken through the platform — a deposit, or a balance your customer pays by card — and never to a tip or to money you take outside the platform. A balance your customer pays by card carries the same plan percentage and fixed amount per payment as a deposit. That rate is the same at every volume — there is no discount tier and no surcharge tier. The fee is taken as a Stripe Connect application fee. Stripe's own processing fees are separate: while your payments run as Stripe destination charges — which is how every account is set up today — Stripe bills Pretty Pooches for them rather than your account, which is why your back office itemises card processing as zero. If that ever changes for your account we will tell you before it does. Every payment's gross, fee and net amounts are itemised in your back office. You can cancel any time from the Stripe billing portal. On cancellation, or if a plan payment fails and your account moves to Starter, your booking site stays online and keeps taking bookings at its free <name>.prettypooches.app address. A custom domain is a paid-plan feature, so it stops showing your site until you move back to a paid plan.

You appoint Preson Limited as your commercial agent to collect payments from your customers for your bookings. Customer payments are Stripe destination charges: Stripe takes each payment on our platform account, which is why the customer's card statement shows our name, usually followed by yours, and the money is then transferred to your connected Stripe account, less our fee, for payout to your bank weekly, on Fridays. If a refund or recovery leaves your Stripe balance negative, Stripe may recover it from your bank account. When we receive a customer's payment, their debt to you for that amount is discharged. We collect as your agent only: the contract for the service is between you and your customer, and you remain responsible for providing it. Refunds are paid back through us, on your instructions or where your customer terms or the law require it, and the refunded amount is recovered from your connected account. Our fee on a payment is not returned when that payment is refunded — whether you cancel, your customer cancels, or you refund as a gesture — because the card processing it pays for is not returned to us either. We return it only where the refund corrects a mistake of ours. Chargebacks. Because your customers pay through our Stripe account, a customer's bank raises a chargeback with us. We help you contest it: you send your evidence from the Disputes page in your back office and we submit it to the bank. If the chargeback is lost, you bear it — the disputed amount plus Stripe's dispute fee — unless it was caused by a mistake of ours. We recover it from your connected Stripe account by reversing the transfer for that payment and, for anything left, by debiting your Stripe balance (you authorise these debits by accepting these terms); if your balance is short we collect it from your next takings. A chargeback that is won costs you nothing. Every recovered amount is itemised under Payments → Fees. Your relationship with Stripe is governed by the Stripe Connected Account Agreement, which you accept when you onboard. You are responsible for fulfilling the bookings your customers pay for and for your own VAT arrangements. If you cancel a booking, your customer gets back everything they paid for it. When a customer doesn't turn up, the deposit they paid is kept and nothing further is charged — the platform has no separate no-show fee. A late-cancellation fee, under the cancellation policy the customer was shown when booking, is never more than the deposit they paid: it is taken from that deposit (the rest is refunded) and is never charged to a saved card. With no deposit, a late cancellation costs nothing.

For the personal data of your customers and their pets, you are the data controller and Pretty Pooches is your data processor. Our processing of that data is governed by our Data Processing Agreement (the "DPA"), which forms part of these terms. You are responsible for: having a lawful basis to collect and share your customers' data; publishing a customer-facing privacy notice (we ship an editable template on your booking site); obtaining any consents you rely on (including for marketing messages); and handling your customers' data-subject requests, with our assistance as set out in the DPA. You must not instruct us to process data in breach of UK data-protection law.

You agree not to use Pretty Pooches to: send unsolicited marketing or messages outside the booking lifecycle and applicable consent; impersonate another business; attempt to access another tenant's data; upload unlawful, infringing or harmful content; or knowingly circumvent the platform's rate limits, authentication or webhook signature checks. We may suspend access where we reasonably believe these terms or the law are being breached.

We aim for high availability but make no specific uptime guarantee on any plan. We may carry out maintenance and will give reasonable notice of planned downtime where practicable.

We retain all rights in the platform and our software. You retain all rights in your brand, content and customer relationships; we claim no ownership of your data. We will not market to your customers on our own behalf. Should the optional Marketplace ever go live, it operates on an opt-in basis and only commissions net-new customers it introduces — never your existing book.

Nothing in these terms excludes liability that cannot be excluded by law (such as for death or personal injury caused by negligence, or fraud). Subject to that, and to the maximum extent permitted by law: we provide the platform "as is"; our aggregate liability to you is limited to the fees you paid us in the 12 months before the claim; and we are not liable for indirect or consequential loss, for the conduct of your customers, or for losses flowing from third-party providers (Stripe, Twilio, Meta, Google, etc.) beyond our reasonable control.

The account owner can delete your account from the back-office at any time (Settings → Close account), after downloading a copy of your data. Your booking site goes offline straight away; 30 days later we permanently delete your business data, and until then you can cancel the deletion. We cancel your subscription and disconnect your Stripe account. We may suspend or terminate your account for material breach of these terms. After deletion we keep only minimised financial records (amounts, dates and payment references, with no customer details) for 7 years to meet UK tax and accounting obligations; all other data is handled as set out in the DPA (returned or deleted). Customers you imported or entered yourself, who never signed in and use no other business on the platform, are erased with your account.

We may update these terms from time to time. For material changes we will give reasonable notice (for example by email or in-product). Your continued use after the change takes effect is acceptance of the updated terms.

These terms are governed by the laws of England & Wales, and the courts of England & Wales have exclusive jurisdiction over any dispute.

For commercial or legal queries, contact hello@prettypooches.app. For data-protection queries, contact privacy@prettypooches.app. See also our Privacy notice and Data Processing Agreement.