Trust & 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.

Please read this Trust & Safety Policy alongside our Terms & Conditions, Privacy Policy, and any other relevant policies to fully understand our practices and your responsibilities. For definitions of capitalized terms not covered here, please refer to our Terms & Conditions.

1. ACCOUNT REVIEW & APPROVAL

To maintain a safe and secure platform for all, we require all users, whether pet owners or sitters, to complete the mandatory fields in their account registration. This includes uploading identification documents, vaccination cards, and outlining any relevant pet care experience for sitters. Our team thoroughly reviews all information and documentation before approving registrations, ensuring confidence and security throughout 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 and only throughout the duration of the Service, from the initial contact between Owners & Sitters till the completion of the Service as well as ask questions, set clear expectations of Services and share any additional information.

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. Keep a leash on the pet when outside of the Owner’s home at all times;
2. 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 time during the Service;
3. 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);
4. Pick up after pet, including proper bagging and disposal of waste (whether inside or outside of the Owner’s home);
5. Be attentive and have your full focus on the pet(s) during the Service;
6. 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;
7. If a Sitter brings another person on a Service, with the consent of the Owner, this person must be at least 18-years old, and the Sitter should maintain control of the pet during the entirety of the Service and should not allow any third parties into the home of the Owner;
8. 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 Owner immediately via the Platform and inform them on the incident in as much detail as possible and request instructions 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 Owner has been informed of the incident, contact the vet provided in the pet’s profile if requested by the Owner. In case the Owner is not responding and the pet’s health is at risk, please contact the Emergency Contact provided by the Owner;
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 and the relevant authorities will be informed of the same. 

If you have any concerns, require clarification or would like to report any suspicious activity, please do so by contacting us at info@petwatchapp.com. Let’s work together to make the Pet Watch experience a safe and comfortable one!