Draft. This document is a working draft and has not been reviewed by a Canadian lawyer. Petolina is reviewing it. By using the platform, you accept these terms in their current form; the final version will be linked here.

Terms of Service

Last updated June 2026 · Effective for all users of petolina.com and the Petolina mobile app

In plain language: Petolina is a Canadian neighbourhood platform for pet owners. You agree to be honest in your account, respectful in your interactions, and to take responsibility for the bookings and content you create. We can suspend accounts that abuse the platform. We're not the vet, the sitter, or the marketplace seller — we're the platform that connects you.

1. Who we are

Petolina Inc. ("Petolina") operates the website at petolina.com, the Petolina mobile app, and related services (the "Service"). We are incorporated in Canada and our registered address is 1006-3980 Carrigan Crt, Burnaby, BC, Canada. These Terms are governed by Canadian law (see section 16).

2. Eligibility

You must be at least 18 years old and a resident of Canada to use Petolina. By creating an account you confirm both. You must provide accurate information at signup and keep it current.

3. Your account

You are responsible for the activity on your account, including protecting your password. Notify us at hello@petolina.com if you suspect unauthorized access. You may close your account at any time from your profile or, in the app, from the Profile tab.

4. Acceptable use

You agree to follow our Acceptable Use & Community Guidelines. In short, you agree not to:

  • Post content that is harassing, hateful, fraudulent, or illegal.
  • Solicit bookings or payments outside of Petolina's payment system for services that originated on Petolina.
  • Impersonate another person, business, sitter, or veterinarian.
  • Scrape, crawl, or otherwise extract data from the Service in bulk without our written permission.
  • Use the Service to send spam or commercial messages at scale.
  • Misuse the missing-pets feature (false reports, demands for ransom, harassment of finders).

5. Your content

You retain ownership of the content you post (text, photos, reviews, articles). You grant Petolina a worldwide, non-exclusive, royalty-free licence to host, display, and distribute your content as needed to operate the Service. You can revoke this licence for any given piece of content by deleting it.

6. Bookings and payments

Pet owners book sitters and veterinarians through Petolina. Payments are processed by Stripe Inc. and Stripe Payments Canada Ltd. Petolina collects a 15% platform fee on every completed booking (both vet consults and sitter bookings). The Stripe payment-processing fee is deducted from the sitter or vet's share, not the customer's payment. See the sitter terms and vet terms for full details.

Bookings are commercial transactions between the pet owner and the sitter or veterinarian. Petolina is not a party to those transactions; we provide the technology, payment routing, and customer support tools that make them possible. Each side's obligations are described in the Sitter Terms and Vet Terms.

7. Refunds

Refunds are governed by our Refund Policy. Stripe processing fees are not refundable.

8. Our role — we are an intermediary

Petolina is a venue that connects pet owners with independent sitters and veterinarians. We are not a pet-care provider, an employer or agent of any sitter or vet, a veterinary clinic, or a party to the care relationship. Sitters and vets are independent contractors who control how they deliver their own services.

We do not guarantee the identity, qualifications, conduct, or suitability of any user. Beyond the specific checks we describe (for example, veterinary licence review and the sitter attestations in the Sitter Terms), we do not run criminal background checks on sitters and do not independently verify every claim users make. You are responsible for using your own judgement — meeting a sitter, reviewing their profile and reviews, sharing care instructions, and deciding who to trust with your pet or home. Petolina does not provide pet-care, veterinary-malpractice, property, or liability insurance for bookings; providers are responsible for carrying their own coverage.

9. Assumption of risk

Pet care involves inherent risks, including injury, illness, escape, or death of an animal, allergic reactions, bites or other injuries to people, and damage to property. By booking or providing services through Petolina, you acknowledge and voluntarily accept these risks. To the maximum extent permitted by law, you agree that Petolina is not responsible for injury, illness, loss, or damage arising out of a booking or any interaction between users, and you release Petolina from claims arising out of the acts or omissions of other users.

10. Vet consultations are not emergency care

Online vet consultations on Petolina are non-emergency in nature. If your pet is in distress, suspected to be poisoned, has trouble breathing, is bleeding heavily, or showing any other sign of urgent illness or injury, contact a local emergency veterinary clinic immediately.

11. Disclaimers

The Service is provided "as is" and "as available." Petolina does not warrant the quality or outcome of any sitter, vet, or marketplace transaction. We do not verify every claim made by users beyond the explicit verifications we describe (e.g., vet licence review).

12. Limitation of liability

To the maximum extent permitted by Canadian law, Petolina's total liability to you for any claim arising out of or relating to the Service is limited to the greater of (a) the amount you paid to Petolina in the 12 months preceding the claim, or (b) CAD$100. We are not liable for indirect, special, incidental, or consequential damages. Nothing in these Terms limits any rights you have under applicable Canadian consumer protection law that cannot be waived.

13. Indemnification

To the extent permitted by law, you agree to indemnify and hold harmless Petolina, its directors, officers, and staff from any claim, demand, loss, or expense (including reasonable legal fees) arising out of (a) your use of the Service, (b) the pet-care or veterinary services you provide or receive, (c) your content, or (d) your breach of these Terms or violation of any law or of another person's rights.

14. Termination and suspension

We can suspend or terminate any account that violates these Terms, creates risk for other users, or is the subject of repeated reports. Material amounts already paid for confirmed but unfulfilled bookings will be refunded.

15. Mobile app

Your use of the Petolina mobile app is also subject to our Mobile App Licence Agreement (EULA), which includes terms required by the Apple App Store and Google Play.

16. Governing law and disputes

These Terms are governed by the laws of the Province of British Columbia, Canada and the federal laws of Canada applicable in that province. Disputes will be brought in the courts of British Columbia, except where Canadian consumer protection law (including Quebec's consumer protection rules for Quebec residents) gives you a non-waivable right to a different forum or remedy.

17. Changes

We may update these Terms. If the changes are material, we will notify you by email or via the Service. Continued use after the changes take effect means you accept them.

18. Contact

Questions? Email hello@petolina.com.