Trust and safety policy

At Pet Watch, we’re not just a Platform, but a community built on trust. While we have created this Platform to encourage seamless connections between Owners & Sitters, safety comes first! The following policy aims to outline expectations and standards of conduct to be practiced on and outside of the Platform to ensure safety throughout the entire Pet Watch experience.

This Trust & Safety Policy should be read along with our Terms & Conditions, Privacy Policy and other policies provided to Users on the Platform to get a well-rounded and comprehensive understanding of how we work, and to ensure your compliance with all policies and requirements.

Also, please refer to our Terms & Conditions for the definition of any capitalized terms, which are not defined in this Policy.

1. ACCOUNT REVIEW & APPROVAL

It is important for all our Users, including our furry friends, to feel safe and supported. For this reason, it is mandatory for our Users, whether you are a Pet Owner or Sitter, to complete all the required fields in your account registration, which include but are not limited to uploading identification documents, providing emergency contact and veterinary details, pet vaccination cards (including mandatory rabies and DHPPi/DHPPiL vaccines for dogs/ mandatory rabies and PCH vaccines for cats) and outlining any previous experiences if you are a Sitter. Once submitted, our team will review all information and documentation to ensure and maintain confidence and security in the Pet Watch experience.

2. ACCURATE INFORMATION

At Pet Watch, our aim is to connect Owners and Sitters seamlessly. To be able to do so, it is crucial that all information provided on the Platform, whether in your profile, reviews and communication is true and accurate, especially any information pertaining to your pet’s requirements and health. While we will not be responsible or held liable for any damage directly or indirectly caused by incorrect or inaccurate information provided by Users on the Platform, we urge our Users to review and update their information regularly to ensure a smooth and safe experience.

No need to worry, we will also do our part in reminding you whenever possible to update your details, especially with regards to pets’ annual vaccinations (for Pet Owners). However, it is your responsibility to act on the same and to continuously provide true and accurate information. For more information on how your data will be used and protected, please refer to our Privacy Policy.

3. IN-APP COMMUNICATION

We encourage Users to communicate with each other solely on the Platform. We require Users to communicate exclusively via the Platform, from the initial contact through to the end of the Service(s), to ensure transparency and safety. This includes asking questions, setting clear expectations of Services and sharing any additional information that would be necessary or beneficial for a Pet Owner or Sitter to know about. By keeping all communications on the Platform, we can eliminate any confusion or doubts related to the Service(s) and ensure a safe Pet Watch experience. Accordingly, we shall not be responsible or liable for any communication, as well as any verbal or physical interactions between Owner and Sitter that may occur outside of the Platform or during the provision of the Services. Please refer to our Terms & Conditions for further guidelines on the interaction of Sitters & Owners.

Should any User violate or breach any of our terms or policies, including communicating with a Sitter or Owner outside of the Platform, they shall be subject to penalties as laid out under the Non-Compliance clause of our Terms & Conditions including but not limited to receiving a single warning, followed by Account deactivation in case of reoccurrence. Once deactivated, Users will not be able to register a new Account or use the Platform in the future so please ensure to follow the Pet Watch rules to ensure the best possible Pet Watch experience.

4. PET CARE 

To ensure that all pets are cared for in a safe and appropriate manner, it is important for Pet Sitters to follow the below guidelines at all times during the provision of a Service:

1. Read the pet’s profile thoroughly before the Service and be aware of any medical (e.g. allergies) or behavioural conditions of the pet and deal with the pet accordingly – if you are unsure of any detail included in the pet’s profile please make sure to clarify this with the Owner directly via the Platform before or during the Service;
2. Keep a leash on the pet when outside of the Owner’s home at all times;
3. Ensure a safe environment for the pet(s) by removing hazards, providing hydration breaks, cleaning the pet’s paws and face after Service, and following proper etiquette while preparing necessary supplies for a smooth sitting experience.
4. Ensure that the pet(s) is fed as per the Owner’s instructions (frequency and type of food) and that fresh water is available for the pet(s) at all times during the Service;
5. Keep the pet in its designated area of the property, if specifically requested by Owner, or properly secured in the Owner’s home (make sure doors and windows are closed to avoid pet escaping);
6. Pick up after pet, including proper bagging and disposal of waste (whether inside or outside of the Owner’s home);
7. Be attentive and have your full focus on the pet(s) during the Service. If dealing with multiple pets, or pets and other animals, always stay vigilant and use distraction techniques when needed;
8. Services should be carried out by the Sitters only and not by any third party – if the pet’s safety is compromised and harm is brought upon the pet as a result of an unauthorized third party which was not consented by the Owner, you, the Sitter, will be held liable for the same and will be subject to penalties as per the Non-Compliance clause of our Terms & Conditions as well as all applicable UAE laws;
9. For long-term services taking place in the Sitter’s home where minor children, roommates, or guests are present, the Sitter should maintain control of the pet during the entirety of the Service and will remain responsible for the pet’s care and safety. While the presence of household members is acknowledged as a natural part of the Sitter’s environment, the Sitter should inform the Owner about their circumstances in advance of the Service;
10. Keep the Owner informed via the Platform with regular updates, including a summary of the pet’s well-being and any concerns;
11. Stay updated with our blog for tips and guidance on pet care!

5. EMERGENCIES

At Pet Watch, we strive for all service experiences to be exceptional, starting from the use of the Platform to the delivery of the Service(s). However, in the unlikely event that a pet is sick, injured or lost during a Service, it is important to act quickly to resolve the issue as best as possible. While we are mindful that the Sitter would be dealing with an incident in real time, we are here to help and guide you through emergencies.

If you believe that a pet in your care is in danger, or has been harmed, injured, lost or if you’re experiencing another safety issue, please follow the below steps:

1. Contact the Pet Watch Customer Support first and then the Owner immediately via the Platform and inform them on the incident in as much detail as possible. Request instructions from the Owner on how to resolve the issue, whether it is by going to the vet if injured, or searching for the pet at nearby locations if lost;
2. Once the Pet Watch Customer Support and Owner have been informed of the incident, reach out to the vet listed in the pet’s profile, if requested by the Owner or follow the instructions provided by the Owner. In case the Owner is not responding and the pet’s health is at risk, contact the Emergency Contact provided by the Owner in the pet’s profile.
3. Stay with the pet until the Owner or Emergency Contact arrives or in case the pet is lost, continue to look for the pet until the Owner or Emergency Contact arrives;
4. Remain calm throughout (we know this is easier said than done); and
5. Reach out to Pet Watch to report the details of the incident when possible (within a maximum of 24 hours of the incident) as well as for support and guidance at any time.

6. ILLEGAL ACTIVITY

Creating a safe and secure environment for our Users and their pet family members is at the forefront of our business, which is why we take pet safety very seriously. For this reason, we have a zero-tolerance policy for illegal activity and it is strictly prohibited to use drugs, alcohol or any illegal substances while providing the Services. Further, any fraudulent behaviour or unlawful activity, including but not limited to harassment, within the Platform, is also prohibited. If any suspicious activity is detected or reported, your Pet Watch account will be suspended (which may lead to permanent deactivation), and the relevant authorities will be informed of the same.

If you have any concerns, need clarification, or wish to report suspicious activity, please reach out to our Customer Support at info@petwatchapp.com. In urgent situations, please contact us at +971569734543 immediately. Let’s work together to ensure a safe and comfortable Pet Watch experience!