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), Entri (custom domains), Amazon SES + Twilio + Meta (notifications), Google / Mapbox (travel-time) and PostHog (consent-gated product analytics). 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 2.5%, Pro 1.5%, Studio 1.0%. Once your business passes 100 bookings in a calendar month, payments for bookings beyond the 100th that month are charged at half these rates (Starter 1.25%, Pro 0.75%, Studio 0.5%). The fee is taken as a Stripe Connect application fee and is in addition to Stripe's own processing fees; 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 your site reverts to the free tier — it does not go offline.

Customer payments and deposits flow through Stripe Connect directly to your connected Stripe account. We never hold customer funds on our balance. 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 refund, cancellation and VAT arrangements.

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 the free Starter tier. Paid plans include incident notifications via email and a status page. 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, Entri, Meta, Twilio, etc.) beyond our reasonable control.

You can delete your account from the back-office at any time. We may suspend or terminate your account for material breach of these terms. On termination we will retain anonymised booking records for around 7 years to satisfy tax and dispute obligations; all other personal data is handled as set out in the DPA (returned or deleted) and is hard-deleted from the platform.

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.