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Petsity Trust & Safety Policy + Guidelines

(For Pet Owners and Pet Care Providers)
(CANADA)

Effective Date: [October 2025]
Last Updated: [May 2026]

At Petsity Inc. (“Petsity,” “we,” “us”), trust and safety are at the core of everything we do. Our platform is built to create a secure, reliable, and transparent environment for both pet owners and pet care providers across Canada.

This Trust & Safety Policy + Guidelines outlines how we help protect our community and maintain high standards of care.

1. OUR TRUST COMMITMENT

Petsity is committed to:

  • Creating a safe, respectful, and inclusive pet care community
  • Building trust through verification, transparency, and accountability
  • Providing peace of mind for every booking
  • Continuously improving safety through technology and feedback

2. SITTER VERIFICATION & SCREENING

To help ensure a trusted marketplace, Petsity implements a multi-step verification process for pet care providers:

✔ Identity Verification

  • Government-issued ID verification
  • Profile authenticity checks

✔ Background Screening

  • Criminal background checks (where available and legally permitted in Canada)
  • Ongoing monitoring (where applicable)

✔ Profile Quality Review

  • Experience, certifications, and pet care history
  • Detailed service descriptions and pricing transparency

✔ Community Reviews

  • Verified ratings and reviews from real pet owners
  • Ongoing performance tracking

Important: While we take steps to screen providers, pet owners should still use their judgment and conduct meet-and-greets before booking.

3. SECURE BOOKINGS & PAYMENTS

All bookings must be completed through Petsity to ensure protection.

  • Secure payments via trusted third-party processors
  • No cash or off-platform payments recommended
  • Booking records for transparency and dispute resolution

This helps protect both parties and maintain accountability.

4. TRUSTED COMMUNICATION

Petsity provides secure in-platform messaging so users can:

  • Communicate safely before and during bookings
  • Share updates, photos, and instructions
  • Maintain a record of conversations for support and safety

5. PET SAFETY STANDARDS

We expect all sitters to provide safe, humane, and responsible care, including:

  • Following pet owner instructions carefully
  • Providing adequate food, water, exercise, and supervision
  • Maintaining a clean and secure environment
  • Monitoring pets for signs of stress, illness, or injury

Any form of neglect, abuse, or unsafe handling is strictly prohibited and may result in immediate removal from the platform.

6. EMERGENCY SUPPORT

Petsity encourages preparedness for emergencies:

  • Sitters must have access to emergency contact information and vet details
  • In urgent situations, sitters should seek immediate veterinary care
  • Petsity support may assist in coordinating communication during critical incidents

7. REVIEWS & COMMUNITY ACCOUNTABILITY

Trust is built through transparency.

  • Only verified bookings can leave reviews
  • Honest feedback helps maintain quality and safety
  • Repeated negative behaviour may result in suspension or removal

We actively monitor patterns of complaints, cancellations, and safety concerns.

8. FRAUD PREVENTION & PLATFORM INTEGRITY

Petsity actively works to prevent fraud and misuse:

  • Monitoring suspicious activity and fake profiles
  • Preventing off-platform transactions
  • Taking action against scams or misrepresentation

Users are encouraged to report anything unusual or concerning.

9. INSURANCE & LIABILITY (IMPORTANT DISCLOSURE)

Petsity is a platform that connects pet owners with independent pet care providers.

  • Sitters are independent service providers, not employees of Petsity
  • Petsity may explore platform-level protections or guarantees in the future
  • Users are encouraged to verify personal insurance coverage where applicable

10. REPORTING SAFETY CONCERNS

If something doesn’t feel right, we want to know immediately.

Users can report:

  • Unsafe behaviour
  • Suspicious profiles
  • Emergencies or incidents

Email: support@petsity.ca

Call: 437-983-2229

All reports are taken seriously and reviewed promptly.

11. ACCOUNTABILITY & ENFORCEMENT

Petsity reserves the right to:

  • Suspend or remove users who violate our policies and guidelines
  • Investigate complaints and incidents
  • Cooperate with law enforcement where required

12. CONTINUOUS IMPROVEMENT

Trust & safety is not static. Petsity continuously invests in:

  • Better verification technology
  • Enhanced monitoring systems
  • Community education
  • Safety-first product features

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Our goal is to maintain a safe, respectful, and trusted platform for everyone

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