Community Guidelines

We believe we’re safer when we work together as a community. These guidelines outline the role each of us—pet parents, pet care providers, and Pawland staff—plays in promoting safer experiences for everyone. We will take action in response to conduct that is inappropriate, unsafe, or dishonest, as explained in our Terms of Service.

Pawland’s Role

• Treat everyone in the Pawland community with respect.

• Facilitate excellent pet care experiences by making it easy for pet parents to find pet care providers who are likely to meet their pets’ needs. This includes displaying verified reviews of pet care providers by pet parents.

• Promote the integrity of the platform by implementing processes and providing resources that promote safe stays and encourage excellent pet care providers and pet parents to join Pawland. When warranted, removal of community members from the platform who violate our Terms of Service shall be actioned on.

• Investigate reports of inappropriate conduct and take appropriate action to address concerns raised by pet parents and pet care providers.

• In the rare event that something goes wrong during a booking, be available 24/7 to provide support and troubleshooting via our Trust & Safety team. 

• Protect financial and personal information through encryption and secure third-party payment processors.
• Provide the Pawland Guarantee with every service that is booked and paid through Pawland. The Guarantee reimburses members of our community for costs arising from certain injuries or damages that occurred during a qualifying booking.

Pet care Provider’s Role

• Treat everyone in the Pawland community with respect and do not engage in discrimination of any kind.  

• Accept requests for services only if you have the experience and ability to meet the unique needs of each pet as outlined by their pet parents. 

• Remember that Meet & Greets with pet parents and their pet(s) are the best way to determine if a request is a good fit for everyone. For more information on facilitating successful Meet & Greets, read our checklist.
• Prior to booking, consider asking pet parents if security cameras are located in or around their home. Pet parents are required to disclose such devices, and they are prohibited in private areas, such as bedrooms and bathrooms that have been designated for your use. Help keep Pawland safe by reporting the inappropriate use of such devices.
• Keep all business and communication about Pawland bookings on the Pawland website. This helps protect you from fraud and allows our Trust & Safety team to review the details if the need arises.
• Take proactive steps to create and maintain a safe environment for all pets in your care, including adhering to the pet parent’s care instructions, and paying attention to medical and dietary needs. 
• If you have any concerns regarding the health, well-being, or safety of pets under your care, we recommend you contact Pawland’s Trust & Safety Team 24/7. Learn more about our commitment to safety here.
• Be respectful of pet parents’ homes and property. Follow their instructions pertaining to bedrooms and bathrooms, eating and/or drinking, guests (including other pets), and home access information.
• Get permission from pet parents before sharing pictures of their pets outside of your private communications with them, such as on social media.
• Do not engage in illegal activity, or behave inappropriately, during bookings or other meetings. Report any conduct by clients or others that make you feel uncomfortable to Pawland.

Pet Parent’s Role

• Treat everyone in the Pawland community with respect and do not engage in discrimination of any kind. 

• Remember that Meet & Greets with potential care providers before booking are the best way to determine if a request is a good fit for your pet’s needs. For more information on facilitating successful Meet & Greets, read our checklist.

• Complete the care instructions and pet information on your Pawland profile and make sure your contact information (including an emergency contact in your area) is up to date.

• Keep all business and communication about Pawland bookings on the Pawland website. This helps protect you from fraud and allows our Trust & Safety team to review the details if the need arises.

• Be respectful of your pet care provider’s time, including arrangements for drop-offs and pickups.

• Review pet care providers accurately and fairly. Your feedback helps them improve and create the high-quality experiences pet parents expect.

• Disclose security cameras and other recording devices in or around your home. They are prohibited in private areas, such as bedrooms and bathrooms that you have designated for the use of your pet care provider. You are responsible at all times for the legal and appropriate use of your cameras and recording devices.

• Contact Pawland’s Trust & Safety Team via Whatsapp bot provided on the website with any safety concerns. The team is available 24/7 to answer a variety of questions.

• Do not engage in illegal activity or behave inappropriately, during bookings or other meetings.  This can include requesting services outside of pet care, taking unwanted photos or videos of sitters, or commenting on a person’s physical appearance.