Pet Owner Policy

Account registration

To register on Petville, you must be at least 18 years old

You must provide accurate, current and complete information during the registration process.

You are responsible for maintaining the confidentiality of your account login information and for all activities that occur under your account. Notify us immediately of any unauthorised use.

Privacy

We collect personal data such as your name, email address, and phone number to create your account and provide our services.

Your data is used to facilitate service bookings, improve our platform, and communicate with you about your account and our services.

We do not share your personal information with third parties without your consent, except as required by law or to provide our services.

We employ industry-standard security measures to protect your data. Please see our Privacy Policy for more details.

If you wish to delete your account, please contact us at phone or reach out to our whatsapp and we shall assist you in deleting your account.

Service bookings

Pet owners can browse a wide range of pet care services offered by verified pet merchants on Petville.

Select the desired service, choose a suitable date and time, and confirm your booking. You will receive a confirmation email with the booking details.

Upon booking a service, you will not be charged immediately. You will only be charged when the pet service provider accepts your booking.

Payments for services are processed securely through our platform. We accept various payment methods including credit cards, debit cards, and E-wallets.

Cancellation Policy

24 hours before the scheduled booking, you receive a full refund of the booking.

Within 24 hours of the scheduled service, you receive only 50% of the refund.

Within 3 hours of the scheduled service and onwards, you will be fully charged for the booking.

Refund policy

To request a refund, contact our support team via whatsapp or info@petville.co with your booking details. Refunds will be processed within 5 business days to the original payment method.

Data security

All stored data is encrypted to protect it from unauthorised access.

Regular backups are performed to ensure your data is not lost.

Responsibilities and conduct

Arrive on time for all booked services to ensure the smooth operation of the service provider’s schedule.

Ensure the details in your pet passport are always up to date.

Ensure that your pet is healthy and behaves appropriately during services. Inform the service provider of any special needs or behavioural issues in advance.

Prohibited conduct

Harassment or abusive behaviour towards service providers or other users is strictly prohibited and may result in account suspension or termination.

Sharing inappropriate messages via the chat system or any other medium where Petville is involved will be detected by our systems and may result in penalties or permanent ban of user.

Disintermediation within the platform may lead to your account being permanently banned from Petville.

Any fraudulent activity, including but not limited to providing false information or attempting to manipulate the review system, is prohibited.

Dispute resolution

If you encounter any issues with a service, contact our support team to report the problem. We will work to resolve the issue promptly.

In case of disputes between pet owners and service providers, Petville may offer mediation services to help resolve the issue amicably.

Notifications

You will receive email notifications for all booking confirmations, cancellations, and reminders.

We may send you promotional offers and updates about new services. You can opt-out of promotional communications at any time.

Compliance with Laws

Pet owners must comply with all applicable laws and regulations related to pet ownership and the use of pet care services.

Report any suspected violations of our policies or applicable laws to our support team for investigation.