Platform terms

These terms cover the GoGroomPets platform. The contracting operator’s identity and correspondence details are set out below. The privacy notice explains how information is used. Groomer accounts are for business use.

Who provides your service

Your platform agreement is with GoGroomPets. The grooming contract is between the customer and the grooming business identified for the booking. That business decides whether to accept the visit and supplies the grooming. GoGroomPets supplies the directory, booking, record and communication tools; it does not take custody of dogs, employ the business’s groomers, provide veterinary advice or insure the grooming service. Using our booking or payment tools does not transfer the business’s service obligations to us.

This division of responsibilities does not remove GoGroomPets’ duties for its own platform, representations or handling of personal information. A customer can raise a complaint about our contribution to a problem as well as about the grooming business’s service.

Accounts and responsible use

You must be at least 18 to create an account or make a booking, and authorised to provide the dog’s details or act for the grooming business. Provide accurate information, protect your login and use the correct customer or groomer account. Business owners control their team’s access and must remove access when it is no longer needed. Do not upload unlawful material, impersonate others, misuse other customers’ records or interfere with the service.

Customer bookings

GoGroomPets provides directory and booking tools. Your chosen grooming business supplies the grooming service and is responsible for its descriptions, prices, handling of animals, qualifications and any required insurance. A listing is not a guarantee or endorsement of its care standards. Give the business accurate health, coat and behaviour information so it can decide whether it can safely provide the service.

Read the business’s care agreement, price and payment/cancellation terms before booking. A request awaiting care review or a required deposit is not yet a confirmed appointment. Your booking status shows what happens next. Appointment duration reserves diary time; collection should be arranged with the groomer. Any additional charge must be explained and agreed where required.

Customer changes through the app are available until 72 hours before the appointment. After that, contact the business. This app limit does not remove any legal right to cancel, seek a remedy or receive a refund. Recurring bookings create separate visits; review the information and terms shown for the series.

Online cancellation rights

Online grooming-service contracts normally have a 14-day statutory cancellation period from entering the contract, subject to applicable legal exceptions. A fixed appointment date does not by itself remove that right. The business must provide the information and cancellation form required by applicable law. You can notify it clearly that you wish to cancel, with your name, booking reference and appointment date; you do not have to use a particular form. If you cannot reach the business, contact platform support for assistance. The app’s 72-hour change limit does not prevent you exercising statutory rights.

If you want grooming to start within that period, the business must obtain the separate express request and acknowledgement required by law before work begins. Where legally permitted, a cancellation after work starts may require payment proportionate to the service properly supplied. The right to cancel ends after full performance only when the required consent and acknowledgement have been obtained. Accepting platform terms or a general care agreement does not supply that separate request. Refunds due under statutory cancellation rights must be made within the applicable legal deadline, normally 14 days.

Payments and refunds

Where enabled, online grooming payments go through the grooming business’s connected Stripe account. GoGroomPets shows payment records and remaining balances; it does not hold a customer wallet. Cash, the business’s card terminal and other agreed methods are handled directly by that business. Deposits, cancellation deductions and refunds must be lawful and fair. The business arranges refunds, including in its Stripe dashboard where appropriate; cancelling in the app does not automatically refund a payment.

A label such as “non-refundable” does not override statutory rights. Cancellation deductions must be justified and proportionate to the loss caused, with reasonable steps taken to reduce it. A groomer that cancels before providing the service must refund payments for that visit, or transfer them only with the customer’s agreement. Payment disputes, card-provider rights and lawful remedies remain available; contact the business about its charge and platform support about an error in our tools.

Groomer memberships

For businesses registered in the United Kingdom, including Northern Ireland, Full is £20 and Lite is £5 per business group per month. For businesses registered in the Republic of Ireland, Full is €25 and Lite is €6.25 per business group per month. The registered business country determines the currency of its service prices and platform invoices. Full includes the booking diary and customer booking pages. Lite covers the public profile, manual diary, gallery, team access and links to an existing booking website. One membership covers a business group with up to three active sites; each additional site costs £5 or €6.25 per month, prorated for the time it is active after the trial. Each business has a two-week free trial: 14 consecutive days from its original trial start. The selected plan then applies unless the membership is ended or a platform fee exemption has been granted.

Platform fees are invoiced at month end, with applicable partial-month charges shown in the invoice. Payment is due within seven days of the invoice. Email and app notifications have no additional charge. SMS and WhatsApp booking updates are Coming soon and cannot currently be activated or charged. Any future paid messaging option will show its price and require the business to enable it. Payment processing fees are separate. An approved permanent base membership fee exemption does not expire at the end of the standard trial; it must be attached to the relevant business account by the operator.

Plan changes follow the effective dates shown in the dashboard. A move to Lite requires existing bookings and balances to be resolved. To end membership, email support@gogroompets.com before the next billing period; we will confirm the effective date, any fees already accrued and the arrangements for records and existing bookings. Hiding a directory listing alone does not end membership. We will give advance notice of changes to future membership pricing rather than alter an already issued invoice.

Business responsibilities

Groomers must keep their services, hours, prices, payment methods and contact details current; provide customers with their own identity, privacy, care and cancellation information; and review any starter wording for their actual services and applicable law. Collect only information needed for the visit. Use customer records for authorised business purposes and obtain any separate permission needed for promotional messages or publication of photographs. The platform’s booking preferences do not enrol customers in marketing.

The person accepting these terms for a business must have authority to do so. Businesses are responsible for competent staff, safe handling, animal welfare, any applicable licences or professional requirements, and emergency veterinary arrangements. They must maintain insurance appropriate to their actual services and risks and must not describe themselves as verified, insured or professionally accredited without supporting evidence. We may request relevant evidence or investigate a reported concern. A listing or rating alone does not establish that we have checked those matters.

The business must promptly report a material booking, payment or security error to us, preserve relevant records and cooperate in a reasonable investigation. Keep a practical alternative way to contact customers and manage imminent visits during an outage. This obligation does not transfer GoGroomPets’ own security, processing or contractual duties to the business. Starter care/payment wording is an editable starting point: the business must review it for its services, law and insurance before using it with customers.

Standalone extras can also remain add-ons to a standard groom according to the business’s settings. Size and breed exclusions apply to new booking eligibility; they do not cancel existing visits. Private dog notes and visit photos are visible to the business’s authorised team in the app and must be accurate, relevant and appropriate.

Notifications, availability and account closure

Email is the standard service channel. Optional SMS, WhatsApp and web push depend on opt-in, compatible devices and configured providers. Delivery is not guaranteed. Manual WhatsApp opens the groomer’s own account and requires the groomer to send the message. Calendar downloads are copies and do not automatically track later appointment changes. Demo pages do not send messages or take payments.

We may restrict access where reasonably necessary for security, misuse, unpaid platform invoices or a legal requirement. We will explain the reason and allow a reasonable opportunity to resolve it where practicable. You may request account closure by email or post. Closure does not erase required financial records or extinguish money already owed. Businesses remain responsible for communicating with customers and resolving booked services.

Responsibility and disputes

We take reasonable care in providing the platform but cannot promise uninterrupted access, guaranteed notification delivery or third-party service availability. Keep appropriate business records and raise errors promptly. We remain responsible for our own platform obligations; the grooming business remains responsible for its grooming service.

Responsibility depends on what caused the loss. We are not responsible for an independent grooming business’s act or omission solely because the booking used GoGroomPets; we remain responsible to the extent a loss is attributable to our own failure to meet our duties. We do not ask customers or businesses to waive claims for our own unlawful conduct. No statement in these terms guarantees that a party can never be held liable.

An event beyond reasonable control may delay the affected platform service. We will take reasonable steps to reduce its impact, restore the service and explain a material interruption. This does not excuse a failure to maintain measures we have promised, nor remove any mandatory right to a remedy. An external provider’s involvement does not automatically remove our contractual or data protection duties.

Nothing in these terms excludes liability that cannot lawfully be excluded, including fraud or death or personal injury caused by negligence, or removes mandatory consumer or data protection rights. Platform complaints may be sent to support@gogroompets.com or by post. These terms use Northern Ireland law, subject to any mandatory protections that apply where a consumer lives; they do not prevent a consumer using any court they are legally entitled to use.

Directory and ratings

Listed grooming providers use business accounts and offer their services as traders. Town and postcode searches rank located results by approximate straight-line distance and show results within 50 miles. Name searches use the closeness of the name match, including likely misspellings. Distances are estimates, not road distances or travel times. No paid ranking or sponsored placement is currently used.

Optional ratings relate to recorded visits and are not a guarantee of future care, a professional inspection or insurance cover. Businesses must have rights to the images and other material they publish and obtain any separate permission required for identifiable people or promotional use. Report suspected unlawful content or misleading listings to platform support with the page link and the reason for your concern. We will assess the report and take proportionate action.

Groomer data processing terms

For records that GoGroomPets handles on a grooming business’s behalf, that business is the controller and GoGroomPets is its processor. These processing terms form part of the groomer’s platform agreement. They apply for the provision of the service and the agreed return/deletion period afterwards. They do not change our separate controller responsibilities for platform accounts, support, security and our own billing.

The business instructs us to collect, store, retrieve, update, transmit and, when instructed, return or delete customer/contact details, dog profiles, appointments, signed care wording, payment references, notification preferences, waitlist requests, follow-up consent records, team identifiers, calendar imports, private visit photos and care notes to operate its booking and care workspace. The individuals concerned are customers, their authorised contacts and business team members. Human special-category and criminal-record information is not required for this service and must not be added to free-text care records.

We will handle these records only on documented instructions, including the settings and actions of authorised team members, unless a law requires otherwise. We will tell the business about such a legal requirement where permitted and raise an instruction that appears unlawful. The business is responsible for lawful collection, accurate records, notices, retention decisions and authorised instructions.

Access will be limited to authorised people with confidentiality duties. We will maintain appropriate measures for the risks, including verified account access, business-specific access controls, encrypted transport, restricted administrative access and protection of server credentials. We will notify the business without undue delay after becoming aware of a personal data breach affecting its records and provide available information and reasonable assistance with its assessment, notifications and any required impact assessment.

The business generally authorises subprocessors needed for the service: Supabase for application data, Resend for booking mail, and the hosting and optional notification/security providers described in the privacy notice where they handle business records on our behalf. We will impose appropriate written data protection duties, remain responsible for their processor obligations, and notify the business of proposed additions or replacements before use so it can raise a reasonable data protection objection. A provider acting independently for payment or communication purposes has its own responsibilities.

We will assist with relevant access, correction, deletion and other rights requests, security obligations and regulator enquiries. We will provide information needed to demonstrate compliance and allow reasonable audits by the business or its appointed auditor, with arrangements that protect other customers’ data and the service’s security.

On ending the service, the business can choose return or deletion of the records processed on its behalf. We will agree the practical export/deletion arrangements and delete remaining copies unless a law requires retention. Backup copies will be restricted until their normal expiry, with deletion instructions reapplied after recovery. International handling must use a permitted transfer mechanism where required. Detailed provider and transfer information is available by email.

Changes

The date above identifies this version. We will explain material changes and give reasonable advance notice where appropriate. Changes do not retrospectively remove rights attached to an existing booking, payment or dispute.

Where a change requires fresh agreement, we will request it explicitly. Existing accounts are not treated as accepting a new version merely because it is published. Statutory notice periods and rights concerning business terms changes, restrictions and termination apply where required. Earlier signed grooming wording remains attached to the original visit.