Terms & Conditions

Last updated: 13 August 2026  ·  Effective: 13 August 2026

1. Acceptance

By creating an account or using the Pawlio mobile application ("App"), you agree to these Terms & Conditions ("Terms"). If you do not agree, do not use the App.

These Terms constitute a binding agreement between you and Pawlio ("we", "us", "our"). Contact: support@pawlio.ro

2. Who Can Use Pawlio

• You must be at least 16 years old to create an account.
• You must provide accurate, current, and complete information during registration.
• You are responsible for keeping your account credentials confidential.
• One account per person. You may not transfer your account to another person.

3. Two Types of Accounts

Client accounts are for pet owners who browse pet care providers, manage pet profiles, and make bookings.

Provider accounts are for pet care businesses — grooming salons, veterinary offices, or both — that list services, manage appointments, and communicate with clients. By creating a provider account you represent that you have the legal right to operate the business you list, and, where you offer veterinary or other regulated services, that you hold all licences, registrations, and qualifications required under applicable law.

4. Bookings

• A booking constitutes a direct agreement between the client and the provider. Pawlio is a platform intermediary, not a party to that agreement.
• Providers are solely responsible for the services they provide (grooming and/or veterinary), including the quality, safety, and outcome of any service.
• Clients must arrive on time. Late arrivals may result in cancellation at the provider's discretion.
• Cancellation policies (deadlines, fees) are set by individual providers. Review the provider's policy before booking.
• Some providers require proof of vaccination, or ask you to acknowledge a handling/consent waiver, before a booking. These requirements and any waiver text are set and enforced by the provider; Pawlio does not verify the authenticity of vaccination proof or any document you or a provider submit.
• Pawlio does not guarantee that any particular provider or time slot will be available.

4a. Veterinary & Health Services

Some providers offer veterinary services. Pawlio is a technology platform that connects pet owners with independent providers. Pawlio does not provide veterinary care, medical advice, diagnosis, or treatment, does not employ or supervise any provider, and does not verify providers' licences, credentials, or the accuracy of information submitted through the App. Any veterinary or medical relationship, decision, and outcome is solely between you and the provider, who is independently responsible for it. Information shown in the App is not a substitute for professional veterinary advice. In an emergency, contact a veterinarian or an emergency clinic directly — do not rely on the App.

5. Payments & Subscriptions

Pawlio currently does not process payments for individual bookings — those are settled directly between clients and providers. Pawlio offers optional paid subscriptions for both clients and providers. On iOS, subscriptions are purchased and billed through your Apple App Store account using Apple's in-app purchase system. On Android and the web, subscriptions are billed by Stripe.

Pawlio Plus (clients). Pet owners may subscribe to Pawlio Plus to unlock premium features such as recurring bookings, waitlist access, pet records, and insights. The available features and prices are described in the App. New subscriptions may include a free trial period; if you do not cancel before the trial ends, the subscription automatically converts to a paid plan.

Provider plans. Providers may subscribe to paid plans (Free, Pro, Premium). The plans, features, and prices are described in the App.

The following apply to all paid subscriptions:

• Subscriptions auto-renew at the end of each billing period (monthly or annual) until cancelled. For purchases made on iOS, your Apple App Store account is charged for renewal within 24 hours before the end of the current period, at the price shown at the time of purchase.
• You may cancel at any time and retain access until the end of the current billing period. Subscriptions purchased on iOS must be managed or cancelled in your Apple account settings (App Store → your name → Subscriptions); auto-renewal must be turned off at least 24 hours before the end of the current period to avoid being charged. Subscriptions purchased on Android or the web can be cancelled within the App.
• Refunds for subscriptions purchased on iOS are handled by Apple under the App Store terms — request them directly from Apple (reportaproblem.apple.com); we are not able to issue refunds for App Store purchases. For Stripe-billed subscriptions, refunds are considered on a case-by-case basis — contact support@pawlio.ro within 7 days of a charge.
• We reserve the right to change subscription pricing with 30 days' notice.

6. User Content

You retain ownership of any content you submit (photos, business descriptions, reviews). By submitting content, you grant Pawlio a non-exclusive, worldwide, royalty-free licence to display and reproduce that content within the App solely for the purpose of operating the service.

You must not submit content that:

• Is false, misleading, or fraudulent
• Infringes any third party's intellectual property rights
• Contains personal data of third parties without their consent
• Is abusive, defamatory, or otherwise unlawful

7. Acceptable Use

You must not:

• Use the App for any purpose that violates Romanian or EU law
• Attempt to reverse-engineer, scrape, or disrupt the App or its infrastructure
• Create fake reviews or manipulate ratings
• Use the App to send spam or unsolicited communications
• Impersonate another person or business

8. Limitation of Liability

To the maximum extent permitted by applicable law, Pawlio is not liable for:

• The quality, safety, or outcome of any grooming or veterinary service provided by a provider
• Any veterinary or medical advice, diagnosis, treatment, or outcome provided by a provider
• Injury to a pet during any appointment
• Loss or damage arising from a booking cancellation or no-show
• Indirect, incidental, or consequential damages of any kind

Our aggregate liability to you for any claim is limited to the total subscription fees (if any) you paid to us in the 3 months preceding the claim.

9. Account Suspension & Termination

• You may delete your account at any time in Settings → Delete Account. All your data will be permanently erased.
• We may suspend or terminate accounts that violate these Terms, engage in fraud, or otherwise harm users or the platform.
• We will give you reasonable notice before terminating your account except where immediate action is required to protect others.

10. Intellectual Property

All App code, design, trademarks, and logos are owned by or licensed to Pawlio. You may not copy, reproduce, or distribute them without our written permission.

11. Third-Party Services

The App integrates with third-party services (Apple App Store in-app purchases and Stripe for subscription billing, Firebase for notifications, Apple/Google sign-in). Your use of those services is also governed by their respective terms. We are not responsible for third-party service outages or changes.

12. Changes to These Terms

We may update these Terms. When we make material changes, we will notify you via an in-app message at least 14 days before the changes take effect. Continued use of the App after that date constitutes acceptance of the updated Terms.

13. Governing Law & Disputes

These Terms are governed by the laws of Romania. Any dispute that cannot be resolved amicably will be submitted to the exclusive jurisdiction of the courts in Romania.

If you are a consumer in another EU member state, you may also have recourse to the courts in your country of residence under EU consumer protection law.

The European Commission's Online Dispute Resolution platform is available at ec.europa.eu/consumers/odr.

14. Contact

For any questions about these Terms:
Email: support@pawlio.ro