Terms of Service

These terms form an agreement between you and MyFilo ("MyFilo", "we", "us") and govern your use of the MyFilo app and the website at myfilo.help (together, the "Service"). By creating an account or using the Service you agree to these terms. If you do not agree, do not use the Service. Questions: hello@myfilo.help.

1. What MyFilo is

MyFilo is a marketplace that helps pet owners ("Owners") find and contact independent pet-care providers ("Providers") near them. MyFilo is not a pet-care provider, employer, agency, veterinary service or insurer. We do not perform pet-care services, supervise bookings or control what Owners and Providers agree between themselves. Any care agreement is made directly between the Owner and the Provider.

2. Eligibility and accounts

• You must be at least 18 years old and legally able to enter contracts.
• You must provide accurate information and keep it up to date.
• You are responsible for activity on your account and for keeping access to your email or phone secure. Never share one-time passcodes.
• One account per person. Accounts may not be sold or transferred.
• Tell us immediately at support@myfilo.help if you suspect unauthorised use.

3. Owner responsibilities

• Describe your pet honestly, including temperament, health, medication and any history of biting or escaping.
• Provide vet details, emergency contacts and clear care instructions before care begins.
• Ensure your pet is licensed, vaccinated and treated as required by local law.
• Satisfy yourself that a Provider is suitable before booking, and meet them first.
• You remain legally responsible for your pet, including for any injury or damage it causes.

4. Provider responsibilities

• You act as an independent contractor, not as an employee, agent or partner of MyFilo.
• Hold any licence, registration or insurance required for pet care where you operate, and comply with all applicable animal-welfare laws.
• Describe your services, experience and availability accurately, and honour what you agree.
• Care for animals safely and humanely, follow the Owner's instructions, and seek veterinary help promptly in an emergency.
• You are responsible for your own taxes, National Insurance or equivalent contributions and record-keeping.

5. Acceptable use

You agree not to:

• Break the law, harm animals, or endanger any person or pet.
• Misrepresent your identity, qualifications, insurance or experience.
• Harass, threaten, defame or discriminate against other users.
• Post false, misleading or infringing content, or content you have no right to share.
• Scrape, reverse engineer, overload, probe or interfere with the Service or its security.
• Use the Service to advertise unrelated goods or services, or to send spam.
• Collect other users' personal data for purposes other than an agreed booking.

6. Bookings, cancellations and payments

The care details, dates, price and cancellation arrangements are agreed directly between the Owner and the Provider. Where MyFilo makes paid features or in-app purchases available, prices and any applicable taxes are shown before you buy, purchases made through Apple are billed by Apple under Apple's terms, and refunds for those purchases are handled by Apple. Billing questions: billing@myfilo.help. Attempting to move agreed bookings off-platform to avoid fees or oversight may result in account suspension.

7. Content and licence

You keep ownership of the text, photos and other content you submit. You grant MyFilo a worldwide, non-exclusive, royalty-free licence to host, store, reproduce and display that content solely to operate, secure and improve the Service. You confirm you have the rights to the content you submit. We may remove content that breaches these terms.

8. Suspension and termination

You may stop using the Service and delete your account at any time using these instructions. We may suspend or terminate an account, with notice where practicable, if we reasonably believe these terms have been breached, a user or animal is at risk, or we are required to do so by law. Sections that by their nature should survive termination will do so.

9. Disclaimers

The Service is provided "as is" and "as available". To the fullest extent permitted by law we disclaim implied warranties of merchantability, fitness for a particular purpose and non-infringement. We do not guarantee that any Provider or Owner is suitable, available, insured or trustworthy, and we do not guarantee uninterrupted or error-free operation.

10. Limitation of liability

To the fullest extent permitted by law, MyFilo is not liable for indirect, incidental, special, consequential or punitive damages, or for loss of profits, data or goodwill; and our total aggregate liability arising out of or relating to the Service is limited to the greater of the amounts you paid MyFilo in the 12 months before the claim, or GBP 100. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot lawfully be limited.

11. Indemnity

You agree to indemnify MyFilo against claims, losses and reasonable costs arising from your use of the Service, your breach of these terms, your care of a pet, or your infringement of another party's rights.

12. Disputes between users

Disputes about care, damage, payment or conduct are between the Owner and the Provider. We may provide booking or message records where appropriate, but MyFilo is not a party to those agreements and is not obliged to mediate or compensate.

13. Changes to the Service and these terms

We may change the Service and these terms. For material changes we will update the effective date and give reasonable notice in the app or by email. Continued use after changes take effect means you accept the updated terms.

14. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, without affecting mandatory consumer rights in your country of residence.

15. General

These terms, together with our privacy policy, are the entire agreement between us. If a provision is unenforceable, the rest remains in force. Our failure to enforce a right is not a waiver. You may not assign these terms; we may assign them to an affiliate or successor.

16. Contact

MyFilo — hello@myfilo.help.