Terms of Service

Last updated: September 18, 2026

Welcome to Fluffcy. These Terms of Service ("Terms") govern your use of the fluffcy.com website and marketplace platform operated by Fluffcy ("we", "us", or "our").

By creating an account or using our services, you agree to these Terms. If you do not agree, do not use our platform.

  1. About Fluffcy

Fluffcy is an online marketplace that connects pet owners ("Customers") with pet care providers ("Providers"). We act as an intermediary platform — we facilitate bookings and payments but do not directly provide pet care services.

  1. Account registration

To use Fluffcy, you must:

  • Be at least 18 years old
  • Provide accurate and complete registration information
  • Keep your login credentials confidential
  • Notify us immediately of any unauthorised use of your account

You are responsible for all activity that occurs under your account.

  1. For pet owners (Customers)
  • You may browse provider listings, send booking requests, and communicate with providers through the platform.
  • When a provider accepts your booking request, you agree to pay the listed price plus the applicable service fee.
  • Payment is processed securely through Stripe and held until the service is completed.
  • You are responsible for providing accurate information about your pet, including medical conditions, dietary needs, and behavioural traits.
  • Cancellation refunds are subject to our cancellation policy (see Section 7).
  1. For providers
  • You must complete our verification process before your profile goes live. This includes submitting a government-issued ID, completing a pet care questionnaire, and providing a profile photo.
  • You are responsible for setting accurate prices, availability, and service descriptions.
  • When you accept a booking, you commit to providing the service as described.
  • You are an independent service provider, not an employee or agent of Fluffcy.
  • Fluffcy deducts a 15% commission from each completed booking before transferring your earnings.
  • Payouts are processed to your connected Stripe account within 48 hours of service completion, provided no disputes have been raised.
  • You must maintain appropriate standards of pet care and comply with all applicable local laws.
  1. Fees and payments
  • Customer service fee: A 7% service fee is added to the booking price. This fee is non-refundable for cancellations made less than 7 days before the booking start date.
  • Provider commission: 15% of the listed price is deducted from the provider's earnings.
  • All payments are processed in EUR through Stripe. Fluffcy does not store your payment card details.
  1. Reviews and ratings
  • After each completed booking, both parties may leave a review.
  • Reviews must be honest, fair, and based on the actual service experience.
  • We reserve the right to remove reviews that contain offensive language, false claims, personal attacks, or content unrelated to the booking.
  • Providers may publicly respond to reviews.
  1. Cancellation policy

Cancellations 7 or more days before the service: 100% refund to customer, no payout to provider.

Cancellations 3 to 6 days before the service: 75% refund to customer, 25% payout to provider.

Cancellations 1 to 2 days before the service: 50% refund to customer, 50% payout to provider.

Cancellations on the day of service or no-show: No refund to customer, 100% payout to provider.

The customer service fee (7%) is non-refundable for cancellations made less than 7 days before the booking.

  1. Provider verification

All providers must complete our verification process before their profile is published. This includes:

  • Government-issued ID verification
  • Pet care knowledge questionnaire
  • Profile photo and bio review
  • Manual review by the Fluffcy team

We reserve the right to reject, suspend, or remove any provider who does not meet our standards, receives repeated negative reviews, or violates these Terms.

  1. Prohibited conduct

You agree not to:

  • Use the platform for any unlawful purpose
  • Provide false or misleading information
  • Circumvent the platform to avoid fees (e.g., arranging payment outside Fluffcy)
  • Harass, threaten, or abuse other users
  • Create multiple accounts
  • Scrape, copy, or reproduce any part of the platform
  • Share your login credentials with others
  1. Limitation of liability

Fluffcy is a marketplace platform that connects pet owners with providers. We do not provide pet care services directly and are not responsible for:

  • The quality of care provided by any provider
  • Injury, illness, or loss of any pet during a booked service
  • Disputes between customers and providers
  • Accuracy of information provided by users

We strongly recommend that pet owners discuss care requirements in detail with their provider before each booking.

  1. Dispute resolution

If a dispute arises between a customer and provider, both parties should first attempt to resolve it through direct communication via the platform. If the dispute cannot be resolved, either party may contact Fluffcy at support@fluffcy.com for mediation.

Fluffcy's decision in any dispute is final regarding platform-related matters, including refunds and account standing.

  1. Intellectual property

All content on the Fluffcy platform — including logos, text, design, and software — is owned by Fluffcy and protected by intellectual property laws. You may not reproduce, distribute, or create derivative works without our written permission.

  1. Account termination

We may suspend or terminate your account at any time if you violate these Terms, engage in fraudulent activity, or harm the platform or its users. You may delete your account at any time through your account settings.

  1. Changes to these Terms

We may update these Terms from time to time. We will notify you of significant changes by email or through the platform. Continued use of Fluffcy after changes take effect constitutes acceptance of the updated Terms.

  1. Governing law

These Terms are governed by the laws of the Republic of Cyprus. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of Cyprus.

Contact us

Questions about these Terms? Contact us at: Email: legal@fluffcy.com