Terms & Conditions

1. Eligibility

You must be at least 18 years old to use Burrow. By creating an account you represent and warrant that you are 18 or older and have the legal capacity to enter into these Terms. We may request proof of age at any time and suspend accounts that do not meet this requirement.

2. The Burrow Platform

Burrow is a neighborhood peer-to-peer pet care marketplace. It connects pet owners ("Requesters") with community members willing to provide pet care ("Hosts"). The Company does not itself provide pet care services; we are a technology platform that facilitates connections between members.

Services available for booking:

• Boarding — Pet stays at the Host's home; priced per night.
• Pet Sitting — Host visits or stays at the Requester's home; priced per night.
• Daycare — Pet attends the Host's home for a day session.
• Drop-in Visits — Host visits the Requester's home; priced by duration (hourly).
• Dog Walking — Host walks the pet in the neighborhood; priced per 30-minute unit.

All services are performed by independent community members, not Company employees. Burrow does not supervise, direct, or control any member's performance of pet care services.

3. Accounts & Profiles

3.1 Registration

You must provide accurate, complete information during sign-up, including your legal name, date of birth, a valid phone number (verified via OTP), and an email address. You are responsible for maintaining the accuracy of your profile at all times.

3.2 One account per person

Each individual may hold only one Burrow account. You may not create an account on behalf of another person.

3.3 Dual roles

A single account may act as both Requester and Host. All profile information — including your pet(s), home details, services offered, and photos — is shared within your single profile.

3.4 Profile completion

Certain platform features — including messaging, booking, and full Pawints visibility — are only available after completing the required onboarding steps (phone verification, profile photo, basic details, pet details). Hosting additionally requires completing your address and home availability details.

3.5 Account security

You are responsible for keeping your credentials confidential. Notify us immediately at support@burrowpets.app if you suspect unauthorized access.

3.6 SMS Communications

By providing your phone number during registration, you consent to receive transactional text messages from 4636 Digital LLC D.B.A. Burrow Pets at the number you provide, including one-time verification codes (OTPs) for account sign-in and new-device authentication, and account-security alerts.

Message and data rates may apply. Message frequency varies based on account activity. Reply STOP to any message to opt out of SMS. Reply HELP to any message for assistance, or contact support@burrowpets.app. Mobile phone numbers are not sold or shared with third parties for marketing purposes.

4. Background Verification (BGV)

To promote community safety, Burrow may require members to complete a Background Verification, which includes submitting a government-issued ID and a selfie. During BGV you consent to 4636 Digital LLC D.B.A. Burrow Pets collecting face geometry and ID barcode data solely for identity verification purposes. This biometric data is stored only for as long as necessary to complete verification and is not sold or shared with third parties except as required by law.

BGV may be completed during onboarding or deferred ("Finish later"). Burrow reserves the right to require BGV completion before allowing bookings or hosting.

5. Pawints — The Burrow Community Currency

5.1 What Pawints are

Pawints are Burrow's in-app community currency. They are not cash, legal tender, or redeemable for cash and have no monetary value outside the App.

5.2 Earning Pawints

• Signup bonus: New accounts receive 150 Pawints upon successfully completing registration.
• Hosting: When a booking you host is marked complete, the Pawints held in escrow are transferred to your account.

5.3 Spending Pawints

Requesters spend Pawints to confirm bookings. The number of Pawints required depends on the service type, duration, and number of pets:

5.4 Pawints escrow

When you confirm a booking, the required Pawints are moved from your available balance to escrow. They are held until the booking is marked complete (at which point they transfer to the Host) or until the booking is cancelled (at which point they are partially or fully returned per Section 8).

5.5 Available balance

Your "available" Pawints balance excludes Pawints held in escrow for active bookings. You may not confirm new bookings if you have insufficient available Pawints.

5.6 No purchase, no cash-out

Pawints currently cannot be purchased with real money and cannot be converted to cash or transferred between accounts. The Company may introduce a Pawints shop in the future; any such feature will be governed by supplemental terms.

5.7 Expiry and forfeiture

Pawints have no expiry date while your account is active. If your account is terminated for a violation of these Terms, your remaining Pawints balance will be forfeited.

6. Platform Fee

6.1 What the platform fee is

When a Requester confirms a booking, a non-refundable platform fee in USD is charged via Stripe. This fee covers the cost of operating the platform, including payment infrastructure, safety features, and customer support.

Current platform fees:

• Overnight services (Boarding, Pet Sitting): $15.99 per booking
• All other services (Daycare, Drop-in Visits, Dog Walking): $8.99 per booking

Fees are displayed before confirmation. The Company reserves the right to update fees; changes apply to bookings confirmed after the updated fee schedule takes effect.

6.2 Payment processing

Platform fees are processed by Stripe. By confirming a booking you authorize 4636 Digital LLC D.B.A. Burrow Pets to charge your saved payment method. For bookings starting more than 2 hours in the future, your payment is authorized at confirmation and captured approximately 2 hours before the booking begins.

6.3 Failed payment

If payment capture fails, you will have up to 2 hours to resolve the issue. If the fee is not successfully collected within that window, the booking will be automatically cancelled with a full Pawints refund to the Requester.

6.4 Hosts are not paid in cash

Hosts receive Pawints only for completed bookings. The platform fee is charged to the Requester by the Company; it is not a payment to the Host.

7. Booking Flow

7.1 Sending an enquiry

A Requester initiates a booking by selecting a service, specifying dates/times and their pet(s), selecting a Host, and sending an Enquiry. No Pawints are held and no platform fee is charged at this stage. An enquiry expires at the earlier of (a) 24 hours from creation or (b) the scheduled start time.

7.2 Host acceptance

The Host reviews the enquiry and may either accept or decline it. Accepting moves the booking to "Awaiting Confirmation." A second 24-hour window then opens for the Requester to confirm.

7.3 Requester confirmation

The Requester reviews the accepted enquiry and must Confirm to finalize the booking. At confirmation:

• The required Pawints are moved to escrow.
• The platform fee is authorized/charged via Stripe.

The booking status becomes Accepted (confirmed).

7.4 Modifying an enquiry

• Pending enquiries may be modified; the Host is notified.
• Awaiting Confirmation enquiries may be modified, but the booking reverts to Pending and the Host must re-accept.
• Accepted or In Progress bookings cannot be modified.

7.5 Completion

After the scheduled end date, either party may Mark Complete. Pawints are released from escrow to the Host. If neither party marks the booking complete within 24 hours of the scheduled end, it is automatically completed.

7.6 Reviews

After a booking is marked complete, the Requester may leave a review (1–5 stars, required written text). Reviews are visible on the Host's public profile. Reviews are not editable after submission.

8. Cancellation Policy

8.1 Pre-confirmation cancellations

A Requester may withdraw an enquiry at any time before confirming, and a Host may decline at any time before the Requester confirms. No Pawints or platform fees are charged; there is no penalty for either party.

8.2 Post-confirmation grace period

If the booking is confirmed within 72 hours of the scheduled start, the Requester has 2 hours after confirmation to cancel without penalty. A full Pawints refund and a full platform fee refund will be issued.

8.3 Requester-initiated cancellations (post-confirmation, outside grace)

Host compensation Pawints are rounded to the nearest 5 (minimum 5 Pawints).

8.4 Host-initiated cancellations (post-confirmation)

If a Host cancels a confirmed booking:

• The Requester receives a 100% Pawints refund and 100% platform fee refund.
• The Host's reliability score is penalized:
  • More than 72 hours before start: minor impact.
  • 72 hours or less before start: major impact.
  • After stay has begun: critical impact.

Repeated host-initiated cancellations may result in account restrictions or removal from the platform.

8.5 Reporting an issue

After a booking's start date you may submit a Report Issue instead of cancelling. Staff reviews all reports before any action is taken. Submitting a report does not automatically trigger a refund.

9. Host Responsibilities

By offering services on Burrow, you agree to:

• Maintain a safe, clean, and appropriate environment for the pet(s) in your care.
• Care for pets according to any instructions provided by the Requester (feeding schedule, medications, behavioral notes).
• Contact the Requester promptly if any issue arises during the booking.
• Hold appropriate liability insurance for pet care activities if required in your jurisdiction.
• Not subcontract or delegate care to any person not disclosed to the Requester.
• Comply with all applicable local laws regarding pet care and home-based services.

10. Requester Responsibilities

By booking services on Burrow, you agree to:

• Provide accurate and complete information about your pet(s), including vaccination status, known behavioral issues, medical conditions, and dietary requirements.
• Ensure your pet(s) are current on required vaccinations and that vaccinations are up to date at the time of service.
• Disclose any history of aggression, biting, or property destruction.
• Ensure your pet(s) are properly identified (microchip, tag, or collar) at drop-off.
• Remain reachable by phone during the booking period.
• Not request care for more pets than disclosed in the booking.

11. Host Quality Program

Hosts are evaluated using a Reliability Score based on the number and severity of host-initiated cancellations, weighted from 0 to 1. Reliability scores influence a Host's ranking in search results. Badge tiers (Rising Host, Trusted Host, Super Host) are awarded based on cumulative platform performance and are subject to change.

12. Prohibited Conduct

You may not:

• Circumvent the platform by arranging or paying for bookings outside of Burrow to avoid platform fees or Pawints.
• Create multiple accounts or impersonate another person.
• Provide false information about yourself, your pets, or your home.
• Use the App to harass, threaten, or harm other members.
• Book or host services you do not intend to provide or use.
• Use automated means to access the platform or manipulate search rankings.
• Engage in any fraudulent activity, including unauthorized Pawints manipulation.

Violations may result in immediate account suspension, forfeiture of Pawints, and legal action.

13. Disclaimer of Warranties

THE APP IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, 4636 DIGITAL LLC D.B.A. BURROW PETS DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE APP WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE.

4636 DIGITAL LLC D.B.A. BURROW PETS IS NOT A PET CARE PROVIDER. WE DO NOT VET, EMPLOY, TRAIN, OR SUPERVISE HOSTS. WE ARE NOT RESPONSIBLE FOR THE ACTIONS OR OMISSIONS OF ANY HOST OR REQUESTER.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT WILL 4636 DIGITAL LLC D.B.A. BURROW PETS, ITS OFFICERS, DIRECTORS, EMPLOYEES, OR AGENTS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES (INCLUDING LOSS OF PROFITS, DATA, PET INJURY, PROPERTY DAMAGE, OR PERSONAL INJURY) ARISING OUT OF OR RELATED TO YOUR USE OF THE PLATFORM, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

OUR TOTAL CUMULATIVE LIABILITY TO YOU FOR ANY CLAIMS ARISING UNDER THESE TERMS SHALL NOT EXCEED THE GREATER OF (A) THE TOTAL PLATFORM FEES PAID BY YOU IN THE 12 MONTHS PRECEDING THE CLAIM OR (B) $50.00 USD.

SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF CERTAIN WARRANTIES OR LIABILITY, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.

15. Indemnification

You agree to indemnify, defend, and hold harmless 4636 Digital LLC D.B.A. Burrow Pets and its affiliates, officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable attorneys' fees) arising out of or related to: (a) your use of the App; (b) your provision or receipt of pet care services; (c) your violation of these Terms; (d) your violation of any third-party rights; or (e) any injury, illness, or death of a pet in your care or the care of a Host you booked.

16. Privacy

Your use of the App is also governed by our Privacy Policy, which is incorporated into these Terms by reference. By using the App you consent to the collection and use of your information as described in the Privacy Policy.

17. Intellectual Property

All content, features, and functionality of the App — including the Burrow name and logo, software, text, graphics, and Pawints system — are owned by 4636 Digital LLC D.B.A. Burrow Pets and protected by intellectual property laws. You may not copy, modify, distribute, or create derivative works without our prior written consent.

18. Third-Party Services

The App integrates with third-party services including Stripe for payment processing. Your use of those services is subject to their respective terms and privacy policies. 4636 Digital LLC D.B.A. Burrow Pets is not responsible for the practices of any third-party service provider.

19. Modifications to Terms

We may update these Terms at any time. We will notify you of material changes via in-app notification or email. Continued use of the App after the effective date of revised Terms constitutes your acceptance of the changes. The current version of these Terms is always available at https://www.burrowpets.app/terms.

20. Termination

We may suspend or terminate your account at any time for violation of these Terms or for any other reason at our sole discretion. Upon termination, your right to use the App ceases immediately and any Pawints in your account are forfeited. You may delete your account at any time through Settings.

21. Governing Law & Dispute Resolution

These Terms are governed by the laws of the State of [STATE], without regard to its conflict-of-laws principles. Any dispute arising under these Terms shall be resolved by binding arbitration administered by [ARBITRATION BODY] in accordance with its rules, except that either party may seek injunctive relief in a court of competent jurisdiction for violations of intellectual property rights. You waive any right to participate in a class action.

22. Contact

If you have questions about these Terms, contact us at:

4636 Digital LLC D.B.A. Burrow Pets
Website: https://www.burrowpets.app
Email: support@burrowpets.app