Pet Owner Platform Agreement

3.1 Services Available

• Day Care (Dagpassning) - daytime care at the Sitter’s home.
• Overnight Boarding (Övernattning) - 24 hour home-based care; your pet sleeps at the sitter’s home as part of the family.
• Home Visit (Hembesök) - 60-minute care visit at your home.
• Dog Walking (Hundrastning) - walks available as single sessions or subscription packages.

3.2 Booking Process

1. Select your preferred Sitter and service from the Platform.
2. Submit your request with your pet's details and any special instructions.
3. The Sitter confirms your request.
4. Payment is processed securely via Stripe.
5. Receive your booking confirmation by email.
6. We recommend a Meetup before the first overnight or extended stay to ensure both you and the sitter and most importantly, the pet feels secured.

3.3 Your Responsibilities

• Provide complete and accurate information about your pet, including breed, age, health status, known behavioral issues, dietary requirements, and current medications.
• Ensure your pet is vaccinated, parasite-treated, and, microchipped before any Booking.
• Inform the Sitter and Pet Lounge of any changes to your pet's health or behavior before the booking begins.
• Provide emergency contact details and your veterinarian's contact information.
• Collect your pet on time at the agreed end of the Booking.

4.1 Pricing

Service prices are set by individual Sitters and displayed clearly on their profile pages. A Platform Service Fee of 10% is added to the Booking total at checkout. All prices are shown in SEK excluding VAT.

4.2 When You Are Charged

Payment is collected in full at the time of Booking confirmation. No payment is released to the Sitter until after the Booking is successfully completed.

4.3 Subscription Services

Dog walking and day care are available on a subscription basis with preferential rates. Subscription terms, billing frequency, and cancellation conditions are displayed at the time of subscription and are subject to separate subscription terms.

5.1 Your Right to Cancel

• More than 5 days before the Booking start: full refund.
• 3–5 days before the Booking start: 50% refund.
• Less than 72 hours before the Booking start: no refund.

5.2 Sitter Cancellation

In the rare event a Sitter cancels, Pet Lounge will immediately notify you and work to find a replacement. If no alternative is available, a full refund will be processed. We sincerely apologize for any inconvenience caused.

5.3 Exceptional Circumstances

Pet Lounge may, at its sole discretion, waive or modify cancellation terms in exceptional or emergency circumstances. Please contact us at chamodi@petlounge.se.

6.1 What May Be Covered

• Emergency veterinary examination and treatment arising from an accidental injury during a Booking.
• Reasonable diagnostic costs directly related to the injury (X-rays, blood tests).
• Prescription medications required as a direct result of the injury.

Veterinary Expenses for Pets in a Sitter’s Care

• If a pet is injured during a booking, Pet Lounge may reimburse part of the veterinary costs.
• The pet owner pays the first SEK 500.
• Pet Lounge may reimburse up to SEK 1500 per incident.
• Once the SEK 1500 limit is reached for that condition or injury, no further expenses are covered.

Accidental Injury to a Pet (Professional Liability)

• If a sitter accidentally injures a pet in their care (through no negligence), Pet Lounge may reimburse part of the costs.
• The pet sitter pays the first SEK 500.
• Pet Lounge may reimburse up to SEK 1500 per incident.

Third-Party Claims (Public Liability)

• If a sitter accidentally injures another person or damages a pet owner’s property while providing pet care, Pet Lounge may help cover damages.
• The pet sitter pays the greater of SEK 1000 or 5% of the claim.
• Pet Lounge may reimburse up to SEK 3000 per incident.

*Premium Protection does not cover medical costs for sitters. Sitters should rely on their own health insurance for personal injuries.

6.2 Conditions for Eligibility

• The Booking must be confirmed and paid through the Pet Lounge Platform.
• The incident must be reported to Pet Lounge within 48 hours of the Booking ending.
• You must provide: a written incident description, original veterinary invoices, photos or other evidence, and a veterinary diagnosis.
• The injury must be accidental - not caused by the pet's pre-existing condition, illness, or the Sitter's negligence.

6.3 Exclusions

• Pre-existing conditions, chronic illness, or breed-related conditions.
• Preventable conditions (fleas, ticks, parasites, worms).
• Sitter negligence or failure to follow your care instructions.
• Incidents during Meet & Greet sessions or outside confirmed Booking dates.
• Costs incurred more than 14 days after the incident.
• Elective or cosmetic treatments.

6.4 How to Make a Claim

1. Contact Pet Lounge at chamodi@petlounge.se within 48 hours of the incident.
2. Provide a written description of the incident (date, time, circumstances).
3. Submit original veterinary invoices and receipts.
4. Provide photos, videos, or other supporting evidence.
5. Cooperate fully with Pet Lounge's review.

Pet Lounge will acknowledge your claim within 3 business days and aim to communicate a decision within 14 business days of receiving all required documentation. Decisions are made at Pet Lounge's sole discretion based on fund availability.

6.5 Fund Limitations

The Protection Fund is finite and funded on an ongoing basis. Pet Lounge does not guarantee a specific maximum reimbursement amount. Any contribution from the fund is at Pet Lounge's sole discretion.