TailWay Pet Carer Code of Conduct

1. Introduction

This Code of Conduct sets out the mandatory standards that all sitters and dog walkers (“Service Providers”) must follow when using TailWay. By creating a listing, applying to join, or accepting a booking, you confirm that you agree to comply with these requirements at all times. TailWay reserves the right to suspend or permanently remove any Service Provider who breaches these standards or who poses a risk to Owners, pets, or the TailWay community.

2. Professional Behaviour

Service Providers must behave professionally, respectfully, and courteously towards all Owners, pets, and TailWay staff. Communication must always be clear, polite, and timely before, during, and after every booking. TailWay will not tolerate rude, dismissive, or unprofessional conduct.

3. Safety First

Service Providers must prioritise the safety of pets, themselves, and the public at all times. You must decline any booking that you cannot safely manage and must follow all safety guidance issued by TailWay. Any behaviour that places a pet or person at risk may result in immediate removal from the platform.

4. Reliability and Commitment

Service Providers are expected to be fully reliable. You must arrive on time for every booking, complete the full duration of the service, and notify the Owner immediately if delays or issues arise. You must honour all confirmed bookings unless a genuine emergency occurs. Failure to attend a booking without notice is grounds for immediate removal.

5. Accurate Information

All information on your profile, including availability, pricing, experience, and service descriptions, must be truthful and kept up to date. Providing false, misleading, or incomplete information is strictly prohibited.

6. Animal Welfare

Service Providers must treat all pets with care, compassion, and respect. You must follow all instructions provided by the Owner, provide appropriate supervision at all times, and use safe, humane, and responsible handling methods. Any mistreatment, neglect, or rough handling of animals will result in immediate and permanent removal from TailWay.

7. Legal Compliance

Service Providers must comply with all relevant UK laws, including the Dangerous Dogs Act, the Animal Welfare Act, and any local regulations relating to dog walking and pet care. You must only walk dogs that you can safely control and must follow all legal requirements relating to dog behaviour, lead use, and public safety.

8. Insurance and Documentation

Service Providers must maintain valid Public Liability Insurance, ID and must complete annual DBS checks. TailWay may request updated documents at any time, and failure to provide them may result in suspension or removal.

9. Respectful Conduct

Service Providers must treat Owners, pets, and TailWay staff with respect at all times. Abusive, aggressive, discriminatory, or inappropriate behaviour is strictly prohibited and will result in immediate action.

10. Platform Integrity

Service Providers must use TailWay for all communication and bookings. You must not attempt to bypass TailWay’s fees or payment system, and you must not solicit or accept off‐platform payments. Any attempt to circumvent the platform is considered a serious breach and may result in permanent removal.

11. Account Removal

TailWay may suspend or permanently remove Service Providers who breach this Code of Conduct, who receive repeated or serious complaints, who fail to provide required documentation, who pose safety or welfare concerns, or who misuse or attempt to manipulate the platform. TailWay is not required to provide prior notice of removal.

TailWay Pet Owner Code of Conduct

1. Introduction

This Pet Owner Code of Conduct outlines the mandatory standards that all Owners must follow when using TailWay. By creating an account, posting pet information, or making a booking, you agree to comply with these requirements at all times. TailWay reserves the right to suspend or permanently remove any Owner who breaches these standards or who poses a risk to pets, Service Providers, or the TailWay community.

2. Accurate Pet Information

Owners must provide complete, truthful, and up‐to‐date information about their pets. This includes details about behaviour, temperament, medical needs, risks, routines, and any history of aggression or reactivity. Withholding or misrepresenting information is strictly prohibited and may result in removal from the platform.

3. Pet Safety and Welfare

Owners must ensure that their pets are safe, healthy, and suitable for the services they request. Pets must be fit for walks, visits, or care, free from contagious illnesses unless disclosed and agreed, and provided with appropriate equipment such as leads, harnesses, or medication. Any behaviour that places a pet or Service Provider at risk may result in immediate action.

4. Respectful Conduct

Owners must treat Service Providers and TailWay staff with respect at all times. Abusive, aggressive, discriminatory, or inappropriate behaviour will not be tolerated and may result in permanent removal.

5. Reliability and Communication

Owners must provide clear and accurate instructions for each booking, remain available for communication before, during, and after the service, and ensure timely handovers where applicable. Owners must notify the Service Provider promptly of any changes or issues. Repeated cancellations, no‐shows, or poor communication may lead to account suspension.

6. Home Environment

If a Service Provider is entering your home, you must ensure that the environment is safe, secure, and suitable for pet care. You must provide safe access to the property, ensure pets are contained appropriately, and remove hazards that could harm pets or Service Providers. Unsafe environments may result in immediate cancellation of the booking.

7. Legal Compliance

Owners must comply with all relevant UK laws, including the Animal Welfare Act and any local regulations relating to dog control and pet ownership. Owners are responsible for ensuring their pets are legally permitted to be walked or cared for by a third party and must follow any requirements relating to muzzling, leads, or control of specific breeds.

8. Payments and Platform Integrity

Owners must use TailWay for all communication and bookings and must pay for services through TailWay’s secure payment system. Owners must never offer or request off‐platform payments and must not attempt to bypass TailWay’s fees. Any attempt to circumvent the platform is considered a serious breach and may result in permanent removal.

9. Insurance and Liability

Owners are responsible for ensuring that their pets are covered by appropriate insurance where required. Owners may be held liable for damage or injury caused by their pets if they have failed to disclose relevant risks or behaviours.

10. Cancellations and Disputes

Owners must follow TailWay’s cancellation and refund policies. Misuse of the dispute process, dishonest refund claims, or unfair complaints may result in account action.

11. Account Removal

TailWay may suspend or permanently remove Owners who breach this Code of Conduct, who provide false or incomplete pet information, who create unsafe conditions for pets or Service Providers, who engage in abusive or inappropriate behaviour, who attempt to bypass the platform or payment system, or who repeatedly cancel or misuse bookings. TailWay is not required to provide prior notice of removal.