Terms of Service

These Terms of Service govern use of TailTrack. Please read them carefully. By creating an account, accepting an order form, starting a subscription, using TailTrack, or accessing a TailTrack booking page or client portal, you agree to these terms.

TailTrack is operated by TailTrack, a UK-based service for UK pet-care businesses. Contact us at hello@tailtrack.co.uk.

In these terms, "TailTrack", "we", "us" and "our" mean TailTrack.

Business Customer

A dog walker, pet sitter, pet-care business, or other business that creates or uses a TailTrack owner account.

Client or Pet Owner

An individual who uses a public booking page, client portal, payment link, or other TailTrack page made available by a Business Customer.

Customer Data

Information, content and data submitted to TailTrack by or on behalf of a Business Customer, including client details, pet details, booking information, Pet Passport answers, notes, photos, payment request data and business settings.

Service

The TailTrack SaaS platform, website, public booking pages, client portal, dashboard, APIs, emails and related features.

User

Anyone who accesses or uses the Service, including Business Customers, staff, contractors, clients and pet owners.

TailTrack provides software tools for pet-care businesses. TailTrack does not provide dog walking, pet sitting, boarding, day care, veterinary, animal welfare, transport, key-holding, home access, emergency, insurance, licensing or safeguarding services.

Business Customers remain solely responsible for:

• pet-care services;
• staff, contractors, walkers and other service providers;
• licences, insurance, safeguarding and compliance;
• prices, availability, cancellations, refunds and complaints;
• the quality, safety, suitability, availability and legality of their services.

TailTrack is not responsible for the acts, omissions, quality, safety, suitability, availability or legality of any Business Customer or pet-care service.

A booking request submitted through TailTrack is a request only. A booking is not confirmed unless and until the relevant Business Customer accepts and confirms it.

Clients and pet owners should contact the Business Customer directly about booking availability, prices, cancellations, refunds, service suitability, animal welfare, emergency arrangements and special requirements.

Business Customers must:

• act for a business, organisation or sole trader, not as a consumer;
• have authority to bind the business they represent;
• be at least 18 years old;
• provide accurate account, business and billing information;
• comply with these terms and applicable laws;
• ensure all staff, contractors and invited users comply with these terms.

If you use TailTrack on behalf of a business, that business is responsible for your use of TailTrack.

Clients and pet owners may use TailTrack only to interact with the relevant Business Customer, such as submitting booking requests, providing pet information, responding to invitations, receiving communications or making payments.

Client and pet-owner use of TailTrack does not make TailTrack the provider of any pet-care service. Clients and pet owners must provide accurate information and must not misuse the Service.

You are responsible for:

• keeping login details secure;
• using strong passwords;
• ensuring account information is accurate;
• controlling access by staff and contractors;
• promptly removing access for people who no longer need it;
• all activity under your account;
• telling us promptly if you suspect unauthorised access.

You must not share individual login credentials or allow unauthorised access. We may require email verification, password resets, security checks or additional authentication controls where appropriate.

Business Customers may access TailTrack through a free trial, paid subscription, order form or other plan. The applicable plan, features, limits, fees and billing period will be shown on the pricing page, checkout page, order form or in-product billing page.

Subscriptions renew automatically for the selected billing period unless cancelled in accordance with the account, checkout page or order form. We may update plan features and pricing for future billing periods by giving reasonable notice.

We use a payment provider to process TailTrack subscription payments. By providing payment details, you authorise us and our payment provider to charge applicable fees, taxes and other amounts due.

If payment fails, we may notify you, retry payment, restrict paid features, suspend access after the grace period, downgrade or cancel your subscription, and recover unpaid amounts. You must keep billing and payment information up to date.

TailTrack may allow Business Customers to request or receive payments from clients using payment-provider features for checkout, refunds, disputes and related payment tools.

Where a Business Customer uses payment features:

• the Business Customer is the supplier of the pet-care services;
• the Business Customer is responsible for descriptions, prices, taxes, receipts, service delivery, cancellations, refunds, chargebacks, disputes and client complaints;
• payment providers may require the Business Customer to accept provider terms and complete identity, onboarding, compliance or risk checks;
• payment providers may refuse, hold, reverse, refund or delay payments according to their terms and legal obligations;
• manual payment records, cash notes, bank transfer notes and card-machine notes are recorded for operational convenience only and do not mean TailTrack has verified payment.

A payment request shown through TailTrack does not guarantee that a booking is confirmed or that a pet-care service will be provided.

Business Customers are responsible for their own refund, cancellation and dispute policies. TailTrack may provide tools to record, initiate or manage refunds and disputes, but TailTrack is not responsible for resolving disputes between Business Customers and clients unless the dispute relates directly to TailTrack's own Service.

Business Customers must respond promptly and fairly to client complaints and must comply with consumer, payment, tax and other applicable laws.

Business Customers and users may upload or submit content including logos, branding, pet photos, client details, pet details, booking information, notes, Pet Passport answers and payment request data.

You retain ownership of your content and Customer Data. You grant TailTrack a worldwide, non-exclusive, royalty-free licence to host, store, copy, process, transmit, display and use Customer Data and content as necessary to:

• provide the Service;
• operate public booking pages and client portals;
• send transactional communications;
• process payments where enabled;
• provide support;
• maintain security;
• troubleshoot issues;
• comply with law;
• improve the Service in accordance with our Privacy Policy.

You must ensure you have all rights, permissions, notices and lawful bases required to submit Customer Data to TailTrack.

Our Privacy Policy explains how we use personal information, including when we act as controller and when we process Customer Data on behalf of a Business Customer.

Business Customers are responsible for:

• providing their own privacy notice to clients and pet owners;
• identifying lawful bases for processing;
• obtaining consents and permissions required;
• responding to client and pet-owner data rights requests;
• deciding retention of Pet Passport records;
• ensuring staff use TailTrack lawfully;
• not asking for or entering confidential access, security or emergency details into TailTrack.

Business Customers must not enter raw card details, passwords, access tokens, secrets, unnecessary human special category data, home access instructions, key-safe or lockbox codes, alarm codes, emergency contact details, household vulnerability notes or similar confidential safety or security information into TailTrack.

TailTrack may include Pet Passport and custom question features. These are intended for booking and pet-care information, such as pet behaviour, animal health notes, vet details, permissions and service logistics.

Business Customers must not use TailTrack to ask for, store or process confidential access, security or emergency details. This includes home access instructions, key-safe or lockbox codes, alarm codes, emergency contact details, household vulnerability notes, passwords, access tokens, raw card details or similar information. Those details must be collected and stored outside TailTrack using the Business Customer's own appropriate secure process.

You must not use TailTrack to:

• break the law or encourage unlawful activity;
• infringe intellectual property, privacy or other rights;
• upload unlawful, harmful, abusive, discriminatory, misleading or offensive content;
• send spam or unlawful marketing;
• process personal information without a lawful basis;
• collect unnecessary sensitive information;
• enter raw card data, passwords, tokens or secrets into notes;
• ask for, store or process home access instructions, key-safe or lockbox codes, alarm codes, emergency contact details, household vulnerability notes or similar confidential safety or security information;
• interfere with, disrupt or overload the Service;
• attempt to gain unauthorised access to any system or data;
• probe, scan or penetration test without written permission;
• reverse engineer the Service except where lawfully permitted;
• bypass usage limits or security controls;
• scrape, harvest or extract data except through permitted exports;
• introduce malware or harmful code;
• use the Service to build a competing product by copying non-public features or content;
• allow anyone under 18 to create an account.

TailTrack integrates with or uses third-party services such as hosting, storage, email, payment, maps, sign-in, analytics and error-monitoring providers.

Third-party services may have their own terms, privacy notices, availability, security controls and limitations. We are not responsible for third-party services outside our reasonable control, although we will use reasonable care in selecting providers used to deliver TailTrack. Business Customers are responsible for complying with any third-party terms that apply directly to them, including payment-provider terms where relevant.

We will use reasonable skill and care to provide the Service. TailTrack is a SaaS product and may be unavailable from time to time due to maintenance, updates, incidents, third-party outages, security issues or events outside our reasonable control.

Unless a separate written service level agreement applies, we do not guarantee uninterrupted or error-free availability. Backups are intended for disaster recovery and platform resilience. They are not a substitute for Business Customers keeping their own records or exports where needed, and we do not guarantee individual items can always be restored from backup.

TailTrack may include beta, preview, experimental or evolving features. Such features may be incomplete, change, break, be withdrawn, have limited support or contain errors.

You should not rely on beta features for critical legal, safety, payment or operational obligations unless we agree otherwise in writing.

Support is provided through hello@tailtrack.co.uk. Support availability, response times and support levels are not guaranteed unless agreed in writing.

TailTrack, its software, design, code, documentation, branding, trade marks, databases, workflows and other materials are owned by us or our licensors. These terms do not transfer any TailTrack intellectual property rights to you.

Subject to these terms and your subscription, we grant Business Customers a limited, non-exclusive, non-transferable, revocable licence to use TailTrack for internal business operations and client interactions. You must not copy, modify, resell, sublicense or exploit TailTrack except as allowed by these terms.

If you give us feedback, suggestions or ideas, we may use them without restriction or payment to you. You confirm you have the right to provide feedback.

Non-public information about TailTrack, including pricing, security, product roadmap, technical information and beta features, is confidential. Business Customers must keep TailTrack confidential information secure and use it only for the purpose of using or evaluating the Service. This does not prevent disclosure required by law or to professional advisers under duties of confidentiality.

We may suspend or restrict access to all or part of the Service if fees are overdue, you breach these terms, we reasonably suspect unlawful, harmful or insecure use, your use risks harm to TailTrack or others, we need to comply with law or third-party provider requirements, or we need to address an urgent security or operational issue.

Where reasonable, we will give notice and an opportunity to fix the issue. You may cancel your subscription as described in your account, checkout page or order form.

On termination, your right to use the Service ends, unpaid fees remain payable, and we may delete or archive Customer Data according to our retention and deletion process. We may retain information required for legal, tax, accounting, security, fraud prevention, backup or dispute purposes. Provisions intended to survive termination continue to apply. Business Customers should export any required records before termination.

TailTrack is provided as software platform infrastructure. We do not warrant that the Service will meet every Business Customer's requirements, that bookings, payments or communications will always be successful, that every error will be corrected, that analytics or reports will be complete or error-free, that third-party services will always be available, or that TailTrack will replace professional, legal, tax, insurance, veterinary, animal welfare, safeguarding or business advice.

Business Customers remain responsible for checking the accuracy and suitability of outputs, records, booking information, payment requests and operational decisions.

Nothing in these terms excludes or limits liability that cannot legally be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Subject to that, and to the fullest extent permitted by law:

• we are not liable for pet-care services provided by Business Customers;
• we are not liable for disputes between Business Customers and clients;
• we are not liable for loss caused by inaccurate Customer Data or misuse of TailTrack by a Business Customer or its users;
• we are not liable for indirect or consequential loss;
• we are not liable for loss of profit, revenue, goodwill, business opportunity or anticipated savings;
• we are not liable for third-party service failures outside our reasonable control;
• our total aggregate liability arising out of or relating to the Service is limited to the greater of GBP 100 or the fees paid or payable by the Business Customer to TailTrack in the 12 months before the event giving rise to the claim.

For client and pet-owner users, TailTrack is not charging you for pet-care services and is not the pet-care provider. This does not affect any mandatory rights you may have against the relevant Business Customer.

Business Customers agree to indemnify TailTrack against losses, claims, costs, damages and expenses arising from:

• pet-care services;
• staff, contractors or walkers;
• client complaints, refunds, cancellations, disputes or chargebacks;
• unlawful or inaccurate Customer Data;
• failure to provide privacy notices or obtain required permissions;
• asking for, storing or processing prohibited confidential access, security or emergency details in TailTrack;
• breach of these terms;
• breach of applicable law;
• uploaded content that infringes rights;
• use of payment-provider features in breach of applicable terms or law.

We may update, improve, remove, suspend or change features from time to time. We will try to give reasonable notice of material changes that significantly reduce core paid functionality, unless changes are urgent for security, legal, operational or third-party provider reasons.

We may update these terms from time to time. If we make material changes, we will give reasonable notice, such as by email, in-product notice or posting updated terms. Continued use of TailTrack after updated terms take effect means you accept the updated terms.

You may not assign or transfer rights or obligations under these terms without our written consent. We may assign or transfer our rights or obligations as part of a merger, acquisition, restructuring, investment, sale of assets or operation of law.

We are not responsible for delay or failure caused by events outside our reasonable control, including internet outages, hosting failures, payment network issues, cyberattacks, strikes, disasters, war, regulatory action, supplier failure or utility failure.

These terms are governed by the laws of England and Wales. For Business Customers, the courts of England and Wales have exclusive jurisdiction. For client and pet-owner users, this does not affect any mandatory rights you may have under applicable consumer law.

Questions about these terms should be sent to hello@tailtrack.co.uk.