Pet Parent – Terms of Service

Effective Date: [September 01 2026] · Last Updated: [September 01 2026]

1. Acceptance of Terms

These Pet Parent Terms of Service (“Pet Parent Terms”) govern your access to and use of the Petsity platform petsity.ca, the “Platform”) as a pet owner seeking pet care services (“Pet Parent,” “you”). By creating a Pet Parent account or booking any service through the Platform, you agree to be bound by these Pet Parent Terms, Petsity’s Privacy Policy, Cancellation & Refund Policy, and Trust & Safety Policy.

Petsity Inc. (“Petsity” “Petsity Canada,” “Petsity.ca” “we,” “us”) is a two-sided Canadian pet-care marketplace brand connecting Pet Parents with Trusted Pet Sitters and Pet Professionals (“Pet Care Providers”) offering dog walking, doggy day care, overnight boarding, house sitting, grooming, and exotic pet care services in their neighbourhood. The services are home based and currently available for Pet Parents in and around the Greater Toronto Area region and other parts of Ontario, Canada only.

2. The Petsity Inc. Platform petsity.ca (Website + IOS & Android APP)

Petsity is a Canadian pet-care marketplace brand, not a pet care provider. Petsity does not itself walk, sit, board, groom, or otherwise care for your pet. All Covered Services are performed by independent trusted, fully vetted Providers, who are not employees, agents, or representatives of Petsity. Petsity’s role is to help you find, book, pay, and communicate with a Provider, and to provide the verification, trust and safety, and support features described in these Terms and in the Trust & Safety Policy in Section 9.

3. Definitions

Booking – a confirmed request for Covered Services made by you through the Platform and accepted by a Provider.
Booking Value – the amount paid to your Provider for a Booking, before the Booking Protection Fee and applicable taxes described in Section 6.
Booking Protection Fee – a separate fee Petsity charges you, described in Section 6. It is Petsity’s fee for operating the Platform and is not part of your Provider’s payment.
Covered Services – dog walking, pet sitting and drop-in visits, house sitting, overnight boarding, day care, grooming, exotic pet care, and other pet care services listed on a Provider’s profile.
Pet Care Provider – an independent pet sitter, dog walker, boarder, groomer, or other pet care professional offering Covered Services through the Platform. Providers are independent, trusted and fully vetted contractors, not employees or agents of Petsity Inc.
Guarantee – the Petsity Guarantee Program described in Section 10. It is a discretionary Petsity program, not an insurance policy.

3. Eligibility

Be at least 18 years old.
Have the legal capacity to enter into a binding agreement in Canada.
Provide accurate and truthful information when creating your account, your pet(s) profile and each Booking.

By using the Platform, you confirm that you meet these requirements.

5. Account Registration

You must create an account to use the Platform. You agree to provide accurate, current, and complete information, keep your login credentials secure, and be responsible for all activity under your account.
Petsity may request identity verification for account security or fraud-prevention purposes at any time.

6. Bookings & Payment

All bookings, communication, scheduling, and payment must go through the Platform. Arranging payment directly with a Provider for a service discovered through Petsity is discouraged, is a violation of these Terms, and voids the protections described in Section 10.
Payments are processed through Stripe Connect. By providing payment information, you separately agree to Stripe’s own terms, and your card and billing information provided directly to Stripe is governed by Stripe’s Privacy Policy (available at stripe.com/privacy). Petsity only receives and handles the information Stripe shares back with us, as described in Petsity’s own Privacy Policy.
Booking Protection Fee: Petsity currently does not charge a booking protection fee.
Applicable taxes (including GST/HST) are calculated and displayed at checkout. Petsity collects and remits GST/HST on its own fee revenue as required by law; your Pet Care Provider is separately responsible for any tax obligations on their own portion of the Booking Value.

7. Pet Owner Responsibilities

As a Pet Parent, you agree to:

Provide accurate information about your pet, including breed, age, temperament, and any medical needs, behavioural issues, or history of aggression.
Ensure your pet is current on vaccinations appropriate to the Covered Service booked and any requirements of your Provider or municipality.
Provide emergency contact information and your veterinarian’s details before the Booking begins.
Disclose any known risks to the Provider’s safety (e.g., a pet anxiety, reactive behaviour outdoors with other pets or a bite history) before the Booking is confirmed.
For house sitting, drop-in visits, or in-home boarding, ensure your home is reasonably safe for a Provider to enter and perform the Covered Service.

Failure to disclose information required under this Section may result in denial of a Guarantee claim under Section 10 and may affect your standing on the Platform.

8. Cancellations & Refunds

Cancellations and refunds are governed in detail by Petsity’s Cancellation & Refund Policy. In general:

Cancellations made 24 or more hours before a Booking’s scheduled start are eligible for a full refund of the amount paid to the Provider, unless a Provider’s profile states a different window.
Cancellations made inside that window may be subject to a partial or no refund, as set out in the Cancellation & Refund Policy shown at the time of booking.
If your Pet Care Provider cancels a confirmed Booking, you will be offered a full refund or help finding a replacement Provider where reasonably possible.
The Booking Protection Fee is refunded only to the extent the underlying Booking Value is refunded.

9. Trust & Safety

All Pet Care Providers complete Petsity’s verification and vetting process, described in the Trust & Safety Policy, before accepting Bookings. Petsity takes reasonable steps to screen Providers but does not guarantee the conduct, reliability, or suitability of any Provider for your specific pet. You are encouraged to review Provider profiles and ratings, and to arrange a meet-and-greet before your first Booking with a new Provider.

If something feels wrong before, during, or after a Booking, report it to Petsity Support immediately. Reports are reviewed by Petsity’s Trust & Safety team.

10. The Petsity Guarantee Program

10.1 No Insurance Provided by Petsity

Petsity Inc. is not an insurer and does not sell, underwrite, or provide any insurance policy to Pet Parents, Providers, or any third party. Nothing in this Section 10 shall be construed as insurance coverage. The Guarantee described below is a discretionary program funded and administered by Petsity, not a contractual right or an insurance product.

10.2 What the Guarantee May Cover

Subject to this Section 10, the Petsity Guarantee Program (“Guarantee”) may reimburse, on review and approval:

Verified damage to your home or personal property directly caused by a Provider during an active, on-platform Booking, up to $1,000 CAD per claim; and
Verified veterinary expenses arising from injury to your pet directly caused by a Provider’s actions during an active, on-platform Booking, up to $1,000 CAD per claim.

Total Guarantee payouts relating to any single Provider are capped at $10,000 CAD within any rolling 12-month period. Petsity may modify, suspend, or discontinue the Guarantee at any time in accordance with Section 18, and all figures in this Section are subject to change on notice.

10.3 Eligibility & Exclusions

A claim is eligible only if: (a) the Booking was made, paid for, and completed entirely through the Platform; (b) the Provider held active, verified status at the time of the Booking; and (c) the claim is submitted under Section 10.4 within the applicable notice period.

The Guarantee does not cover losses arising from: pre-existing damage, illness, or medical conditions in your pet; normal wear and tear; bookings arranged, paid for, or performed outside the Platform; your own failure to disclose information required under Section 7; gross negligence, intentional misconduct, or criminal acts by any party; indirect, incidental, or consequential losses; or claims first reported more than five (5) days after the incident.

10.4 Making a Claim

Step	Requirement
1. Report the incident	Notify Petsity Support within 5 days of the incident, through the app or petsity.ca/support.
2. Submit an application	Complete the Guarantee Fund Application, including your Booking reference number, a description of the incident, and the amount claimed.
3. Provide documentation	Attach available evidence: dated photographs, repair or replacement estimates, receipts, or a veterinary invoice and diagnosis.
4. Cooperate with review	Respond to follow-up requests from Petsity’s Trust & Safety team within 5 business days.
5. Receive a decision	Petsity will notify you of its decision in writing within 10 business days of receiving a complete application.

Approved claims are paid within 10 business days of the decision, directly to you or, at your written request, to a third party such as a veterinary clinic. A decision under this Section does not constitute an admission of fault and is not subject to further internal appeal, without prejudice to your rights under Section 17.

10.5 Your Own Insurance

The Guarantee is supplementary and is not a substitute for your own home or pet insurance. If you carry homeowner’s, tenant’s, or pet insurance, you may wish to confirm how it interacts with a Guarantee claim before relying on the Guarantee alone.

11. Reviews & Content

You may rate and review completed Bookings. You agree that any content you submit is truthful and not misleading, and you grant Petsity a licence to use, display, and reproduce that content on the Platform and in Petsity’s own marketing. Petsity may remove content that is false, abusive, or violates these Terms.

12. Privacy

Your use of the Platform is subject to Petsity’s Privacy Policy, which explains how Petsity collects, uses, and discloses your personal information, and your pet’s information, in accordance with applicable Canadian privacy law.

13. Third-Party Services

Petsity relies on third-party providers for payments (Stripe.com),and hosting and analytics services. Petsity is not responsible for the acts, omissions, or terms of these third parties beyond the information they provide to Petsity directly.

14. Disclaimers

Petsity provides the Platform “as is” and “as available.” Petsity does not guarantee the quality, safety, reliability, or legality of any Covered Service performed by a Provider, the accuracy of any Provider’s profile, or that the Platform will be uninterrupted or error-free. You engage with Providers at your own risk, subject to the Guarantee described in Section 10.

15. Limitation of Liability

Except for amounts payable under an approved Guarantee claim, and to the fullest extent permitted by applicable law, Petsity’s total liability to you arising out of or relating to these Pet Parent Terms shall not exceed the greater of $100 CAD or the total Booking Protection Fees you paid to Petsity in the three (3) months preceding the event giving rise to the claim. Nothing in this Section limits any liability that cannot be limited or excluded under applicable consumer protection law.

16. Indemnification

You agree to indemnify and hold Petsity Inc. and its brands harmless from claims, damages, or losses arising from your use of the Platform, your violation of these Terms, or your interactions with a Provider, except to the extent such claims arise from Petsity’s own breach of these Terms or applicable law.

17. Dispute Resolution

Petsity and you agree to try to resolve disputes arising out of or relating to these Pet Parent Terms through the following process.

Step 1: Informal Resolution

Contact Petsity Support first. Petsity will make reasonable efforts to respond and resolve the issue within 15 days of receiving your complaint. Most disputes are expected to be resolved at this stage.

Step 2: Your Right to Go to Court Is Preserved

Nothing in these Terms requires you to submit a dispute to arbitration, and nothing in these Terms limits or waives your right to bring an individual claim in a court of competent jurisdiction (including Small Claims Court, where your claim qualifies), or your right to commence or join a class proceeding. In Ontario, this reflects sections 7 and 8 of the Consumer Protection Act, 2002, which invalidate any term that would otherwise require a consumer dispute to be arbitrated or that would prevent a consumer from joining a class action; equivalent consumer protection rights apply if you are located in another Canadian province or territory.

Step 3: Optional Mediation or Arbitration

After a dispute has arisen, you and Petsity may agree but neither party is required to attempt resolution through non-binding mediation, or to submit the dispute to binding arbitration, before a neutral third party such as the ADR Institute of Canada. Any such agreement must be made after the dispute arises and is entered into separately from these Terms.

Exceptions

Injunctive relief: Petsity may seek injunctive or other equitable relief directly from a court at any time for matters involving unauthorized use of the Platform, intellectual property infringement, or urgent safety or security concerns.
Nothing in this Section limits any right or remedy available to you under the Consumer Protection Act, 2002 (Ontario) or other applicable consumer protection legislation that cannot be waived by agreement.

18. Governing Law

These Pet Parent Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. If you are located in another province or territory, the mandatory consumer protection laws of your own province or territory also apply and take precedence over these Terms to the extent of any conflict.

19. Modifications to These Terms

Petsity may update these Pet Parent Terms from time to time, including the Booking Protection Fee. Material changes will be communicated to active Pet Parents at least 30 days in advance via email and in-app notice. Continued use of the Platform after changes take effect constitutes acceptance of the updated Terms.

20. Contact

Questions about these Pet Parent Terms can be directed to support@petsity.ca or through the Petsity Help Center.

Pet Sitter & Pet Professional – Terms of Service

Effective Date: [September 01 2026] · Last Updated: [September 01 2026]

1. Acceptance of Terms

These Pet Sitter & Pet Professional Terms of Service (“Provider Terms”) govern your access to and use of the Petsity platform (website + IOS & Android app) (petsity.ca, the “Platform”) as a pet sitter, dog walker, pet boarder, groomer, or other pet care professional (“Pet Care Provider,” “you”). By creating a Provider account, applying to join Petsity, or accepting any booking through the Platform, you agree to be bound by these Provider Terms, Petsity’s general Terms of Service (Pet Parent), Privacy Policy, and Community Standards / Pet Care Guidelines.

Petsity Inc. (“Petsity” “Petsity Canada,” “Petsity.ca” “we,” “us”) is a two-sided Canadian pet-care marketplace brand connecting Pet Parents with Trusted Pet Sitters and Pet Professionals (“Pet Care Providers”) offering dog walking, doggy day care, overnight boarding, house sitting, grooming, and exotic pet care services in their neighbourhood. The services are home based and currently available for Pet Parents in and around the Greater Toronto Area region and other parts of Ontario, Canada only.

2. The Petsity Inc. Platform petsity.ca (Website + IOS & Android APP)

Petsity is a Canadian pet-care marketplace brand, not a pet care provider. Petsity does not itself walk, sit, board, groom, or otherwise care for your pet. All Covered Services are performed by independent trusted, fully vetted Pet Care Providers, who are not employees, agents, or representatives of Petsity. Petsity’s role is to help you find, book, pay, and communicate with a Provider, and to provide the verification, trust and safety, and support features described in these Terms and in the Trust & Safety Policy in Section 9.

2. Definitions

Booking – a confirmed request for services made by a Pet Parent through the Platform and accepted by a Provider.
Booking Value – the total amount paid by the Pet Parent for a single Booking for Covered Services, before Petsity’s commission is deducted, excluding applicable taxes.
Covered Services – dog walking, pet sitting and drop-in visits, house sitting, overnight boarding, day care, grooming, exotic pet care, and other pet care services listed on your Provider profile.
Take-Home Amount – the portion of Booking Value paid out to you after Petsity’s commission is deducted. Stripe’s payment-processing fees and any GST/HST payable on Petsity’s own commission and fee revenue are borne by Petsity and do not reduce your Take-Home Amount. Petsity may provide booking and earnings information to help you monitor your GST/HST registration obligations. You are responsible for determining your registration requirement with the CRA.”
Payout Account – your connected Stripe account used to receive Take-Home Amounts.

3. Eligibility & Verification Requirements

To provide Covered Services on Petsity, you must complete our verification process before accepting Bookings. Petsity uses a multi-layer trust and safety model:

You must be at least 18 years old and legally entitled to work in Canada.
Identity verification and a background check conducted through our designated vetting partner.
An admin phone call for screening, approval and profile creation support prior to account activation.
For Providers offering Dog & Cat care: completion of any additional pet care certification Petsity designates for that category. Current requirements are published in your Provider dashboard.
For Providers offering exotic pet care: completion of any additional exotic/specialty pet care certification Petsity designates for that category. Current requirements are published in your Provider dashboard.
For Providers, offering Pet Taxi service needs their driving license verified. Requirements will be published on your Provider dashboard.
Petsity may, at its discretion, request re-verification at any time, and may suspend your account pending review if new safety-relevant information arises.

4. Covered Services

You may offer one or more of the following service categories through your Provider profile, subject to Petsity’s category-specific requirements: Pet Boarding, Day Care, Drop-In Visits, House Sitting, Dog Walking, Grooming, and Exotic Pet Care, or other pet services as approved by Petsity.

You are responsible for accurately describing your services, service area, availability, and pricing on your profile. You may set your own base rates within any platform-wide minimums Petsity establishes for safety or quality purposes.

5. Booking Acceptance & Service Delivery

You may accept or decline any Booking request at your discretion, but repeated late cancellations or no-shows may affect your standing on the Platform.
Once accepted, you are expected to perform the Covered Service as described, at the agreed time, and in accordance with Petsity’s Community Standards and Pet Care Guidelines.
All communication, scheduling, and payment for a Booking must go through the Platform. Circumventing the Platform to arrange payment directly with a Pet Parent for a service discovered through Petsity is a violation of these Terms (see Section 13).

6. Commission & Take-Home Structure

Petsity uses a single, simple commission plan. Your Take-Home Amount depends on the total Booking Value:

Booking Value	You Take Home	Petsity Platform Fee
$100	90%	10%

Worked examples:

Booking Value	You Take Home	Petsity Platform Fee
$30 (single walk/drop in visit)	$27	$3
$50 (day care)	$45	$5
$100 (multi day booking)	$90	$10
$450 (a week of boarding)	$405	$45

Petsity may periodically run promotional commission rates (e.g., reduced commission for new Providers in a launch market) that will be clearly disclosed and time-limited, and will not reduce the standard rates above without advance notice under Section 15.

7. Payment Processing & Payouts

All payments are processed through Stripe Connect. You must maintain an active, verified Payout Account to receive funds. By connecting a Payout Account, you separately agree to Stripe’s Connected Account Agreement, and your identity, banking, and payout information provided directly to Stripe is governed by Stripe’s own Privacy Policy (available at stripe.com/privacy). Petsity only receives and handles the information Stripe shares back with us as described in Petsity’s Privacy Policy.
Pet Parents pay the full Booking Value (plus any applicable Booking Protection Fee and taxes) at time of booking, or per Petsity’s payment schedule for extended bookings; Petsity’s commission is deducted automatically before payout.
Stripe’s transaction-processing fees are paid by Petsity out of its own commission and fee revenue. They are not billed to you separately and do not reduce your Take-Home Amount.
Payouts are issued on Petsity’s standard payout schedule (e.g., after service completion, subject to any applicable holdback period) – see the Payout Schedule published in your Provider dashboard for current timing.
Petsity collects and remits GST/HST on its own commission and fee revenue and bears that cost itself; it is not deducted from your Take-Home Amount. You remain responsible for your own tax obligations as an independent contractor, including registering for and remitting GST/HST on your own share of Booking Value if your own revenue requires that registration and remittance is separate from, and not covered by, Petsity’s registration.

8. Cancellations & Refunds

Pet Parent cancellations are governed by the cancellation window described in Petsity’s Cancellation & Refund Policy and shown at booking (e.g., full refund if cancelled 24+ hours in advance; partial or no refund inside that window).
If you cancel a confirmed Booking without a valid safety-related reason, Petsity may apply a cancellation penalty to your account and, for repeated cancellations, suspend your Provider privileges.
In the event of a service dispute, Petsity may place the relevant payout on hold pending investigation under Section 12.

9. Independent Contractor Relationship

You provide Covered Services as an independent contractor, not as an employee, agent, or partner of Petsity. Nothing in these Provider Terms creates an employment, joint venture, franchise, or partnership relationship. You are solely responsible for how, when, and whether you perform services, subject to your agreements with Pet Parents and Petsity’s safety and quality standards.

You are responsible for your own equipment, transportation, insurance, taxes, and any licenses or permits required to provide your services in your municipality – including any local business licence, kennel licence, or dog-walking permit your city may require. Requirements differ by municipality and change over time; Petsity does not guarantee that meeting Petsity’s requirements satisfies your municipality’s requirements, and the reverse is also true.

10. Insurance & Liability

10.1 No Insurance Provided by Petsity

Petsity Inc. is not an insurer and does not sell, underwrite, or provide any insurance policy to Providers, Pet Parents, or any third party. Nothing in this Section 10 or elsewhere in these Provider Terms shall be construed as insurance coverage, and the term “Guarantee” as used below refers solely to the discretionary program described in this Section, which is not underwritten by a licensed insurer.

10.2 The Petsity Guarantee Program

Subject to the terms of this Section 10, Petsity offers eligible Providers access to the Petsity Guarantee Program (the “Guarantee”), a program funded and administered by Petsity that may reimburse verified, eligible losses arising directly from a completed, on-platform Booking. The Guarantee is a discretionary benefit extended by Petsity, not a contractual right, and Petsity may modify, suspend, or discontinue the Guarantee at any time in accordance with Section 15.

The Guarantee may reimburse, subject to review and approval:

Verified damage to a Pet Parent’s home or personal property directly caused by a Provider during an active Booking, up to $1,000 CAD per claim; and
Verified veterinary expenses arising from injury to a pet directly caused by a Provider’s actions during an active Booking, up to $1,000 CAD per claim.

Total Guarantee payouts to or on behalf of any single Provider are capped at $10,000 CAD within any rolling 12-month period. All amounts stated in this Section are subject to adjustment by Petsity upon notice under Section 15.

10.3 Eligibility & Exclusions

A claim is eligible for consideration under the Guarantee only if all of the following apply: (a) the underlying Booking was made, paid for, and completed entirely through the Platform; (b) the Provider held active, verified status under Section 3 at the time of the Booking; and (c) the claim is submitted in accordance with Section 10.4 within the applicable notice period.

The Guarantee does not apply to, and Petsity will not reimburse, losses arising from or related to: pre-existing damage, illness, or medical conditions; normal wear and tear; bookings arranged, paid for, or performed outside the Platform; gross negligence, intentional misconduct, or criminal acts by any party; indirect, incidental, or consequential losses; or claims first reported more than five (5) days after the date of the incident.

Providers offering overnight boarding, grooming, or exotic pet care acknowledge that certain risks specific to those services may fall outside the scope of the Guarantee, and are encouraged to maintain their own insurance for such risks in accordance with Section 10.5.

10.4 Applying for Guarantee Funds

A Provider or Pet Parent seeking reimbursement under the Guarantee (the “Claimant”) must submit an application through the Petsity Support Centre by following the steps below.

Step	Requirement
1. Report the incident	Notify Petsity Support of the incident within 5 days of the date it occurred, through the app or petsity.ca/support.
2. Submit an application	Complete the Guarantee Fund Application form, including the Booking reference number, a description of the incident, and the amount claimed.
3. Provide documentation	Attach all available supporting evidence, which may include dated photographs, itemized repair or replacement estimates, receipts, or a veterinary invoice and diagnosis.
4. Cooperate with review	Respond to any follow-up requests from Petsity’s Trust & Safety team within 5 business days; failure to respond may result in the claim being closed.
5. Receive a decision	Petsity will notify the Claimant of its decision in writing within 10 business days of receiving a complete application.

If a Guarantee application is approved, Petsity will issue payment directly to the Claimant, or to a third party (such as a veterinary clinic) at the Claimant’s written request, within 10 business days of the decision. Approved amounts are paid at Petsity’s sole discretion and do not constitute an admission of fault by any party. A decision under this Section is final and is not subject to further internal appeal, without prejudice to a Claimant’s rights under Section 14.

10.5 Provider’s Own Insurance Obligations

The Guarantee is supplementary and does not replace, and should not be relied upon as a substitute for, a Provider’s own insurance. You are encouraged to maintain your own commercial general liability insurance and, where applicable, animal bailee / care-custody-control coverage appropriate to the Covered Services you offer – coverage of this kind is available in Canada from insurers who specialize in pet care businesses. Petsity may require proof of independent insurance as a condition of eligibility for specific service categories, including overnight boarding, grooming, and exotic pet care, at its sole discretion.

10.6 Limitation of Liability

Except for amounts payable under an approved Guarantee claim, Petsity’s total liability to any Provider arising out of or relating to these Provider Terms shall not exceed the greater of $100 CAD or the total commission paid by that Provider to Petsity in the three (3) months preceding the event giving rise to the claim, to the fullest extent permitted by applicable Ontario law.

11. Standards of Conduct & Trust & Safety

Treat all animals in your care with safety, patience, and respect, and follow any care instructions provided by the Pet Parent.
Provide each animal in your care with adequate food, water, shelter, and, where the Booking includes overnight or extended care, an environment that protects the animal’s health and safety – consistent with the minimum standards of care required under applicable provincial animal welfare law.
Do not use physical punishment, restraint methods, or handling techniques that risk an animal’s welfare.
Respect Pet Parents’ homes and property; do not bring unauthorized third parties (including other pets) to a Booking without prior consent.
Maintain professional, respectful communication with Pet Parents and Petsity staff at all times.
Immediately report any pet health emergency, injury, or unsafe condition, and follow Petsity’s emergency protocol.
Do not solicit Pet Parents to book or pay outside the Platform.

12. Reviews, Ratings & Performance Standards

Pet Parents may rate and review completed Bookings. Petsity may use ratings, response time, completion rate, and cancellation history to determine your search ranking, badge eligibility, and continued access to the Platform. Providers falling below Petsity’s minimum performance standards may receive a warning, be moved to a probationary status, or be removed from the Platform.

13. Suspension & Termination

Petsity may suspend or terminate your Provider account, with or without notice, for: violation of these Provider Terms or the Community Standards; failed re-verification; safety incidents; fraud or attempts to circumvent Platform payments; or repeated performance issues. You may deactivate your Provider account at any time via your dashboard, subject to completing any Bookings already confirmed.

14. Dispute Resolution

Petsity and you agree to resolve disputes arising out of or relating to these Provider Terms or your use of the Platform through the following escalating process, before either party commences arbitration or litigation (except as set out below).

Step 1: Informal Resolution

You must first contact Petsity Support and attempt to resolve the dispute informally. Petsity will make reasonable efforts to respond and resolve the issue within 15 days of receiving your complaint. Most disputes are expected to be resolved at this stage.

Step 2: Internal Formal Review

If the dispute is not resolved through Support within 15 days, either party may escalate it for formal internal review. Petsity’s Trust & Safety team will issue a written decision within 15 business days of escalation.

Step 3: Mediation

If the dispute remains unresolved after internal review, the parties agree to attempt to resolve it through non-binding mediation before a neutral third-party mediator, such as the ADR Institute of Canada, with the mediation seated in Ontario. Each party will bear its own costs of mediation unless otherwise agreed.

Step 4: Binding Arbitration

If mediation does not resolve the dispute within 30 days, either party may refer the dispute to final and binding arbitration before a single arbitrator under the rules of the ADR Institute of Canada, seated in Ontario and conducted in English. The arbitrator’s decision will be final and binding on both parties, subject to any right of appeal preserved by applicable Ontario law.

Exceptions to This Process

Small Claims Court: either party may bring an eligible dispute to the Ontario Small Claims Court instead of arbitration, provided the claim falls within that court’s monetary jurisdiction.
Injunctive relief: Petsity may seek injunctive or other equitable relief directly from a court of competent jurisdiction at any time, without going through the steps above, for matters involving unauthorized use of the Platform, intellectual property infringement, or urgent safety or security concerns.
Nothing in this section limits any right you may have under the Employment Standards Act, 2000 or other applicable Ontario legislation that cannot be waived by agreement.

15. Modifications to These Terms

Petsity may update these Provider Terms from time to time, including commission rates. Material changes (including any change to the commission structure in Section 6) will be communicated to active Providers at least 30 days in advance via email and in-app notice. Continued use of the Platform after changes take effect constitutes acceptance of the updated terms.

16. Governing Law

These Provider Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict-of-law principles.

17. Contact

Questions about these Provider Terms or the commission structure can be directed to support@petsity.ca or through the Petsity Provider Help Center.