Terms of Service

3.1 Eligibility

• You must be at least 18 years of age to create an account and make Bookings.
• You must have the legal capacity to enter into a binding contract under Swedish law.
• You must provide truthful, accurate, and complete information during registration and at all times.

3.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials. You agree to notify Pet Lounge immediately at chamodi@petlounge.se if you suspect any unauthorized use of your account. Pet Lounge is not liable for any loss resulting from unauthorized account access caused by your failure to protect your credentials.

4.1 What Pet Lounge Offers

Pet Lounge offers the following premium home-based pet care services through its verified Sitter network:

• Day Care (Dagpassning) - professional daytime care at the Sitter's home.
• Overnight Boarding (Övernattning) - 24-hour care at the Sitter's home, with your pet treated as family.
• Home Visit (Hembesök) - 60-minute care visits at your home, including feeding, companionship, and attention.
• Dog Walking (Hundrastning) - professional dog walking, available as single sessions or subscriptions.

4.2 Quality Assurance

All Pet Lounge Sitters undergo a rigorous verification process including a formal application, personal interview, a "Care-IQ" behavioral knowledge assessment, and a home inspection by Pet Lounge. Every Sitter is personally approved by the Pet Lounge founder before being listed on the Platform. This is our commitment to you that every Sitter meets our premium quality standard.

4.3 Platform Role

Pet Lounge acts as a marketplace connecting Pet Owners with independent Sitters. Pet Lounge is not itself the provider of pet care services. The pet care contract is between the Pet Owner and the Sitter. However, Pet Lounge sets and enforces quality standards and takes active responsibility for the curation of all Sitters on its Platform.

5.1 Making a Booking

All Bookings must be made exclusively through the Pet Lounge Platform. Bookings arranged outside the Platform are not recognized, protected, or eligible for the Protection Fund.

1. 1

   Browse available Sitters and select one that suits your pet's needs.

2. 2

   Submit a Booking request with your preferred dates, service type, and pet details.

3. 3

   The Sitter will review and confirm the request.

4. 4

   Payment is collected securely through Stripe upon Booking confirmation.

5. 5

   You will receive a Booking confirmation via email.

5.2 Platform Fees

A service fee of 10% of the Booking value is charged to Pet Owners at the time of Booking. This fee covers platform infrastructure, payment processing, customer support, and quality assurance. The total amount payable (including the service fee) is displayed clearly before you confirm your Booking.

5.3 Payment Processing

All payments are processed securely through Stripe. Pet Lounge does not store your full payment card details. By making a Booking, you authorize the charge to your selected payment method. All prices are displayed in Swedish Kronor (SEK) and are inclusive of applicable VAT where required.

5.4 Meet & Greet

Before the first Booking with a new Sitter, Pet Lounge strongly encourages a Meet & Greet session. This allows your pet to become familiar with the Sitter and their environment. Meet & Greet sessions are not covered Bookings and the Protection Fund does not apply to incidents during a Meet & Greet.

6.1 Cancellations by Pet Owner

6.2 Cancellations by Sitter

In the rare event a Sitter must cancel a confirmed Booking, Pet Lounge will notify you promptly and work to find an alternative Sitter. A full refund will be issued if no suitable alternative can be found.

6.3 Refund Processing

Approved refunds are processed through Stripe and typically appear in your account within 5–10 business days, depending on your bank.

7.1 What May Be Covered

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

7.2 Key Conditions

• The Booking must have been made and paid through the Pet Lounge Platform.
• The incident must be reported to Pet Lounge within 48 hours of the Booking ending.
• Original veterinary invoices and a written incident report must be submitted.
• Claims must relate to accidental injury - not illness, pre-existing conditions, or negligence.

7.3 What Is NOT Covered

• Pre-existing conditions, chronic illness, or breed-specific conditions.
• Incidents occurring outside of a confirmed, paid Booking (including Meet & Greets).
• Sitter negligence (failure to follow care instructions).
• Preventable conditions such as fleas, parasites, or infections.
• Costs incurred more than 14 days after the incident date.

Full Protection Fund terms are set out in the Pet Lounge Protection Fund Policy, available at petlounge.se.

8.1 Pet Owner Obligations

• Provide complete, accurate information about your pet including health status, behavioral history, vaccination records, and any special needs.
• Disclose any known aggression, anxiety, medical conditions, or special dietary or medication requirements before confirming a Booking.
• Ensure your pet is up to date with vaccinations and, where applicable, is microchipped.
• Collect your pet promptly at the agreed end time of the Booking.
• Treat all Sitters with respect and professionalism.

8.2 Prohibited Conduct

Users must NOT:

• Arrange or pay for services outside the Platform for Bookings initiated through Pet Lounge.
• Provide false or misleading information about their pet.
• Harass, threaten, or behave inappropriately toward Sitters or Pet Lounge staff.
• Attempt to circumvent or manipulate the Platform's systems or payment processes.
• Use the Platform for any unlawful purpose.