Petme Protection Plan Terms

Effective Date: April 22, 2025

1. Introduction

Zeros Group OÜ, a company incorporated under the laws of Estonia with its registered office at Harju maakond, Tallinn, Kesklinna linnaosa, Ahtri tn 12, 10151, registered in the e-Business Register of Estonia under number 16572135 (“we,” “us,” “our,” or “Petme”) offers the Petme Protection Plan (the “Protection Plan”) as a limited reimbursement program for pet owners (“Pet Owners”) who book and pay for pet care services through the Petme platform,including the ‘Petme’ mobile application (the ‘Mobile Application’), the https://petme.social/ and https://petme.es/ websites (the ‘Website’) (collectively, the ‘Platform’). The Protection Plan is not an insurance policy and is subject to the strict terms and conditions set forth herein (the “Terms”). By accessing or using the Platform, Pet Owners and service providers (“Service Providers”) acknowledge that they have read, understood, and agreed to be bound by these Terms. These Terms form an integral part of the Pet-Sitting Terms of Service governing the use of pet-sitting services on the Platform.

The Protection Plan provides coverage solely for veterinary expenses related to pet injuries sustained during a booked service, subject to the conditions, limitations, and exclusions outlined below.

Petme is not a party to the relationship or any dealings between Pet Owners and Service Providers. Our role is limited to providing a platform that connects Pet Owners with Service Providers. We do not supervise, direct, or control the services provided, and we are not responsible for any acts, omissions, injuries, losses, damages, or liabilities arising from the relationship or interactions between Pet Owners and Service Providers.

2. Definitions

For the purposes of these Terms, the following terms are defined as follows:

“Claim”: A formal request for reimbursement submitted by a Pet Owner under the Protection Plan.
“Incident”: An event occurring during a booked service that results in an injury to the Pet Owner’s pet(s).
“Pet Owner”: The individual who books and pays for pet care services through the Platform.
“Service Provider”: The individual providing pet care services through the Platform.
“Veterinary Expenses”: Reasonable and necessary costs incurred for veterinary treatment directly related to an injury sustained by the Pet Owner’s pet during a booked service.
“Deductible”: The minimum out-of-pocket expense of $270 USD that must be paid by the Pet Owner before reimbursement is considered.
“Maximum Reimbursement”: The maximum amount of $20,000 USD that may be reimbursed per Incident, subject to these Terms.
“Platform”: The Petme website, mobile application, or other digital interfaces provided by Petme to connect Pet Owners and Service Providers.
“Fully Completed Profile”: A Petme user profile that includes all required fields, including but not limited to a current profile photo, contact information, and any additional details mandated by Petme.
“Verified Review”: A review submitted through the Platform by a Pet Owner or Service Provider following a completed booking, verified by Petme as authentic.
“Gross Negligence”: A severe lack of care or reckless disregard for the safety of the pet, far beyond ordinary negligence.
“Intentional Misconduct”: Deliberate actions by the Service Provider that cause harm to the pet.

3. Eligibility

Eligibility for the Protection Plan is limited to Pet Owners who meet the following requirements:

The Pet Owner has booked and paid for pet care services exclusively through the Platform.
Both the Pet Owner and the Service Provider have completed a minimum of three (3) bookings through the Platform, each accompanied by a Verified Review, at the time of the booking and Claim submission.
Both the Pet Owner’s and Service Provider’s Petme profiles are Fully Completed Profiles, including a current profile photo and all required information, at the time of the booking and Claim submission.
All details about the pet(s) involved in the Claim, as entered in the Pet’s Petme profile, are complete, accurate, and correspond exactly with the pet(s) described in the Claim.
The Pet Owner has provided complete written care instructions for the pet(s) via the Platform prior to the start of the booked service.
The Pet Owner has first sought coverage under any applicable personal or pet insurance policies and provided evidence of denial before submitting a Claim.
The Claim complies with all conditions, limitations, and exclusions set forth in these Terms.

Service Providers are not eligible to submit Claims. Services booked or paid for outside the Platform, including those arranged directly between Pet Owners and Service Providers, are not covered under the Protection Plan.

4. Coverage

Subject to the conditions, limitations, and exclusions herein, the Protection Plan provides reimbursement for Veterinary Expenses incurred due to an injury to the Pet Owner’s pet(s) during a booked service, provided that:

The injury is directly and solely caused by the Gross Negligence or Intentional Misconduct of the Service Provider.
The Pet Owner has paid the Deductible of $270 USD for Veterinary Expenses.
The Maximum Reimbursement per Incident is $20,000 USD.
The Pet Owner is limited to one (1) Claim per calendar year or a total reimbursement of $20,000 USD across all Claims, whichever limit is reached first.

Reimbursement shall only be provided for Veterinary Expenses exceeding the Deductible and shall not exceed the Maximum Reimbursement specified above. No other types of claims, including but not limited to third-party personal injuries, property damage, or non-injury-related expenses, are covered under the Protection Plan.

5. Exclusions

The Protection Plan does not cover, and no Claim shall be approved for, the following:

Injuries not directly and solely caused by the Service Provider’s Gross Negligence or Intentional Misconduct.
Pre-existing conditions, illnesses, or injuries that occurred prior to the booked service.
Injuries resulting from the Pet Owner’s failure to disclose accurate health or behavioral information about the pet, to maintain a Fully Completed Profile with accurate pet details, or to provide complete written care instructions via the Platform.
Injuries occurring outside the booked service period (e.g., before drop-off or after pickup).
Third-party personal injuries, injuries to other animals, or property damage.
Routine veterinary care, preventive treatments, or costs unrelated to the specific injury.
Claims involving off-platform bookings or services not paid for through the Platform.
Claims for injuries caused by natural disasters, acts of God, or other force majeure events.
Claims for injuries resulting from the pet’s own behavior, such as self-inflicted injuries or injuries caused by the pet’s aggression toward other animals.
Claims for injuries resulting from the Pet Owner’s instructions, actions, or omissions, including but not limited to providing inadequate or unsafe equipment, facilities, or instructions.
Claims for Veterinary Expenses covered by any other insurance policy, whether held by the Pet Owner, Service Provider, or a third party.
Claims involving pets not listed in the booking or not disclosed in the Pet Owner’s Fully Completed Profile prior to the service.
Claims involving services provided by a third party not booked through the Platform, even if the Service Provider delegates or subcontracts the service.
Claims submitted by Pet Owners or Service Providers with incomplete or non-compliant Petme profiles (e.g., missing profile photo or required information) or fewer than three (3) bookings with Verified Reviews.
Claims where the pet details in the Pet Owner’s profile do not correspond exactly with the pet(s) described in the Claim.
Claims for injuries occurring in jurisdictions where the Protection Plan is not offered, as determined by Petme.
Claims exceeding the annual limit of one (1) Claim per calendar year or the total reimbursement cap of $20,000 USD across all Claims.

6. Claim Process

To submit a Claim under the Protection Plan, the Pet Owner must comply with the following process:

6.1 Immediate Incident Notification

Pet Owners must notify Petme of the Incident via email at legal@petme.social within twenty-four (24) hours of the Incident. Failure to provide this immediate notification will result in automatic denial of the Claim, regardless of other circumstances.

6.2 Mandatory Resolution Attempt

Prior to submitting a Claim, the Pet Owner must attempt to resolve the issue directly with the Service Provider. This attempt must be conducted exclusively through the Petme in-app chat feature to ensure a verifiable record of the communication. Written evidence of this attempt, including screenshots of the in-app chat, must be submitted with the Claim. Claims submitted without such evidence will be automatically denied.

6.3 Submission Deadline

Claims must be submitted within seven (7) days of the Incident. Claims submitted after this period will be automatically denied, regardless of the circumstances.

6.4 Insurance Policy Priority

If the Pet Owner or Service Provider has an applicable insurance policy (e.g., pet insurance, general liability insurance, or professional liability insurance), they must first submit a claim under that policy and provide evidence of denial (e.g., a denial letter from the insurer) before submitting a Claim under the Protection Plan. Failure to comply with this requirement will result in automatic denial of the Claim.

6.5 Mandatory Care Instructions

Pet Owners must have provided complete written care instructions for the pet(s) via the Platform prior to the start of the booked service. Claims will be denied if the care instructions are incomplete, missing, or not submitted through the Platform.

6.6 Required Documentation

The Pet Owner must provide the following with the Claim:

Itemized veterinary bills and proof of payment (e.g., receipts or credit card statements).
A detailed, signed statement from a licensed veterinarian confirming:
- The injury occurred during the booked service period.
- The injury was directly caused by the Service Provider’s Gross Negligence or Intentional Misconduct.
- The injury is not related to a pre-existing condition or illness.
Timestamped photographs or videos of the injury, taken within twenty-four (24) hours of the Incident.
A written summary of the Incident, signed by both the Pet Owner and the Service Provider under penalty of perjury, attesting to the accuracy of the facts presented.
Screenshots of the in-app chat evidencing the immediate Incident notification and the mandatory resolution attempt with the Service Provider.
Evidence of denial from any applicable insurance policy, if such a policy exists.

6.7 Verification and Review

Petme reserves the right to independently verify all details of the Claim, including but not limited to contacting the veterinarian, Service Provider, or any relevant third parties. Petme may request additional documentation or conduct interviews with the Pet Owner, Service Provider, or witnesses. Incomplete, inconsistent, or unverifiable Claims will be denied. The review process may take up to thirty (30) days from the date of submission of all required documentation.

6.8 Petme’s Right to Refuse Claims

Petme reserves the sole and absolute right to refuse any Claim, with or without specifying a reason. Such refusals are final, not subject to appeal, and may not form the basis for any legal action, claim, or proceeding against Petme, its affiliates, or any related parties. Pet Owners and Service Providers expressly waive any right to challenge or contest a refusal under the Protection Plan.

6.9 Decision

If approved, reimbursement will be provided for eligible Veterinary Expenses exceeding the $270 USD Deductible, up to a Maximum Reimbursement of $20,000 USD, subject to the annual claim cap. Denied Claims cannot be resubmitted unless new, compelling evidence is provided, and Petme’s decision is final and binding. Reimbursement, if approved, will be made via the payment method on file with Petme or via bank transfer, at Petme’s sole discretion.

7. Limitations and Disclaimers

No Protection Plan of Approval: Approval of a Claim is not guaranteed. Petme’s decisions regarding Claims are final and not subject to appeal or legal action.
Not Insurance: The Protection Plan is not an insurance policy. Pet Owners and Service Providers are strongly encouraged to maintain their own insurance coverage, including but not limited to pet insurance, general liability insurance, and professional liability insurance.
No Third-Party Beneficiaries: The Protection Plan is solely for the benefit of eligible Pet Owners and does not confer rights to Service Providers, third parties, or any other individuals or entities.
Termination of Benefits: If a Pet Owner initiates legal action against Petme or the Service Provider related to the Incident, or attempts to appeal or challenge a Claim refusal, the Protection Plan shall immediately terminate, and no reimbursement shall be provided.
No Waiver: Petme’s failure to enforce any provision of these Terms shall not constitute a waiver of such provision or any other provision.

8. Exclusions of Liability

To the fullest extent permitted by law, Petme, its affiliates, officers, directors, employees, agents, and licensors shall not be liable for any direct, indirect, incidental, special, consequential, or exemplary damages, including but not limited to damages for loss of profits, goodwill, use, data, or other intangible losses, resulting from:

The use or inability to use the Platform.
The actions, omissions, or conduct of Pet Owners, Service Providers, or any third parties.
Any injury, loss, damage, or liability arising from services booked through the Platform, whether covered by the Protection Plan or not.
Any delay, denial, or error in processing a Claim under the Protection Plan.
Any reliance on the Protection Plan as a substitute for insurance or other forms of coverage.
Any inaccuracies or omissions in the Pet Owner’s or Service Provider’s profile, pet details, or care instructions.

Pet Owners and Service Providers acknowledge that they use the Platform at their own risk and that Petme makes no representations or warranties regarding the quality, safety, or suitability of the services provided. Petme shall not be responsible for verifying the qualifications, credentials, or insurance coverage of Service Providers, nor for ensuring the health, behavior, or suitability of pets listed on the Platform.

9. Indemnification

By using the Platform, Pet Owners and Service Providers agree to indemnify, defend, and hold harmless Petme, its affiliates, officers, directors, employees, agents, and licensors from and against any and all claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable attorneys’ fees) arising from or relating to:

Their use of the Platform.
Any services booked through the Platform.
Any violation of these Terms.
Any dispute, injury, loss, or damage arising from the relationship or interactions between Pet Owners and Service Providers.
Any inaccuracies or omissions in their Petme profile, pet details, or care instructions.

10. Governing Law

These Terms shall be governed by and construed in accordance with Estonian law. Any claim, dispute, or difference between you and Petme arising out of or in connection with these Terms (a ‘Platform Dispute’) shall be subject to the exclusive jurisdiction of the courts of Estonia, to which you and Petme irrevocably submit. You are encouraged to first attempt resolution by contacting Petme at legal@petme.social with a detailed description, and we will respond within a reasonable timeframe, though not obligated to resolve informally.

11. Amendments

Petme reserves the right to modify, amend, or terminate the Protection Plan at any time, with or without notice. Any changes will be posted on the Platform and shall be effective immediately upon posting. Continued use of the Platform following such changes constitutes acceptance of the revised Terms.

12. Entire Agreement

These Terms constitute the entire agreement between Petme, Pet Owners, and Service Providers with respect to the Protection Plan and supersede all prior or contemporaneous communications, representations, or agreements, whether oral or written. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

13. Contact Information

For support or to file a Claim under the Protection Plan, contact Petme at legal@petme.social.

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