Terms of Service

These terms govern your use of PawSpot, the website at pawspot.co.ukand the related services we provide. By creating an account or booking a field through us, you agree to these terms. If you don't agree, please don't use the service.

PawSpot is operated by Pawspot Limited, a company registered in England and Wales (company number 17354637). Our registered office is Franklins House, Wesley Lane, Bicester, United Kingdom, OX26 6JU. You can reach us at hello@pawspot.co.uk.

PawSpot is operated from the United Kingdom and these terms are written for use under the law of England and Wales (see Section 16). You must be at least 18 years old to create an account.

In these terms: “PawSpot”, “we”, “us” and “our” mean the operator named above. “Field owner” means a person who lists a field for booking. “Customer” means a person who books a field through PawSpot. PawSpot acts as an intermediary marketplace connecting customers with independent field owners, see Section 4 for what this means in practice for payments, and Section 11 for what it means for liability.

You need an account to book fields or list one. You're responsible for keeping your login details secure and for everything that happens under your account. Let us know straight away if you think someone else has accessed it.

We may suspend or close accounts that break these terms, behave abusively towards other users, or attempt to defraud the platform.

PawSpot is a marketplace, fields are owned and managed by independent owners. When you book through us, you enter into an agreement directly with the field owner; we facilitate that agreement and process the payment.

The field owner sets their own conditions for using the field, shown on the listing. Those sit alongside these platform terms, where the two conflict, these terms take precedence.

You agree to behave responsibly, supervise your dog(s), and follow any field-specific rules. You can book up to the maximum number of dogs the field allows.

Payments are processed by Stripe. Your card details go directly to Stripe, we never see or store them.

For every booking, PawSpot is the merchant of record, your card statement will show a charge from PawSpot, not from the field owner. We then transfer the owner's share to them through Stripe's Connect platform once the booking is complete (see Section 6). The field service itself is provided by the independent field owner; PawSpot's role is to process the payment, hold the funds during the booking window, and release them when the booking has been successfully delivered.

You pay the price shown at checkout plus any taxes due. PawSpot retains a platform fee on each booking; half of that fee funds our loyalty points scheme that goes back to dog owners.

All prices shown to customers on the platform are in pounds sterling and do not currently include VAT (the operator is not VAT-registered as at the date above). If our VAT status changes, we will update this page and the date at the top.

If you redeem PawSpot points to cover part of a booking, the points come off the price you pay. The field owner still receives their full share.

Bookings can't be cancelled for a refund. Instead, you can reschedule free of charge to any available slot on the same field, up to 24 hours before the booking start time.

Inside the 24-hour window the slot is locked in: it can no longer be moved, and no refund is due if you don't use it. For genuine emergencies, get in touch and we'll consider it case-by-case as a goodwill gesture.

If the field owner cancels your booking, you'll receive a full refund, both the cash you paid and any loyalty points you redeemed.

About the 14-day “cooling-off” right. Some online services come with a 14-day right to cancel under the Consumer Contracts Regulations 2013. Field bookings are an exception: regulation 28(1)(h) of those Regulations excludes contracts for the supply of services related to leisure activitieswhere the contract provides for a specific date or period of performance. Booking a slot at a private dog field falls under that exception, so the 14-day cooling-off right doesn't apply. The 24-hour free-reschedule window we offer above is a contractual right we provide on top of the law, you keep it whether the booking is for next week or next month.

The full policy lives at /cancellation-policy.

For customers (bookers).Booking payments are held by PawSpot, they don't go to the field owner straight away. After your booking ends, we'll email you a quick “how was it?” check-in. If you click All went well, we release the owner's payout right away. If you click I had an issue, we pause the payout and a member of the PawSpot team will be in touch to sort it out, typically within 24 hours.

If you don't reply at all, the payout is released automatically 24 hoursafter your booking ends. So if something genuinely wasn't right, please get in touch within that window, once the payout has gone out it's harder for us to recover the money.

How to flag an issue manually.The simplest route is the “How was it?” email and the I had an issuebutton, that automatically pauses the payout. If you've missed the email, or want to raise something later, just email hello@pawspot.co.uk and tell us:

• The booking date, time, and the field name
• What went wrong, in plain language, a few sentences is fine, we'll ask for more if we need it
• Anything that backs it up: photos, the gate code that didn't work, a screenshot of a claim in the listing that turned out not to be true, messages with the owner

We aim to reply within one business day. Disputes can be raised up to 30 daysafter the booking date, after that point we generally can't help, because the funds have settled and the card-network dispute window has closed.

How we resolve disputes.We'll usually contact both you and the field owner to get both sides. We may ask for evidence (photos, messages, listing screenshots, owner's record of any contact). Based on what we find, possible outcomes include:

• Full refund, cash plus any redeemed loyalty points returned. The owner gets nothing for that booking.
• Partial refund, e.g. a feature in the listing wasn't available but the field itself was broadly fine. Refund proportional to the issue.
• No refund, e.g. the customer didn't use the field and didn't reschedule it, or the dispute relates to something the customer themselves caused.

If you genuinely disagree with our decision, you can ask your bank to raise a chargeback, but please come to us first. Chargebacks are slow and expensive for everyone and rarely give a better outcome than us working it out directly.

If you're a field owner reading this to understand how the dispute hold and the payout timing work from your side, see the Field Owner Agreement — §§ 9 & 10 cover payout timing and how disputes affect payouts in detail.

PawSpot points are a loyalty reward, not a currency. They have no cash value outside the platform and can't be transferred, sold, or exchanged for money.

You earn points on confirmed bookings; the earn rate depends on your tier. You can redeem points on future bookings up to the limits shown in your account.

We may adjust earn rates, redemption limits, or tier thresholds in future. We won't reduce the value of points you've already earned without giving you reasonable notice.

If you're listing a field on PawSpot (rather than just booking one), you accept the Field Owner Agreement in addition to these terms. That covers everything specific to being a host: listing accuracy, public liability insurance requirements, the licence to display your listing content, how and when payouts release, and the rule that bookings must go through PawSpot and not be arranged off-platform. We split it out because the host rules are substantial and shouldn't clutter the booker-facing terms.

Customers can leave reviews after a confirmed booking. Reviews must be honest, your own, and based on your actual experience.

We may remove reviews that are abusive, defamatory, off-topic, or that we reasonably believe to be fake or paid-for.

You agree not to use the platform to do anything illegal, abusive, harmful, or that interferes with the service for other users. We may suspend or close accounts that we reasonably believe are doing any of those.

You're responsible for your own and your dog(s)' behaviour at the field. The field owner sets the rules; you follow them. You agree to pay for any damage you or your dog(s) cause beyond reasonable wear and tear.

What we never limit.Nothing in these terms limits or excludes our liability where the law doesn't allow us to. In particular, we never limit liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any matter where it would be unlawful for us to limit our liability, including your statutory rights under the Consumer Rights Act 2015 around services delivered with reasonable care and skill.

What we're responsible for.Subject to the carve-out above, we're responsible for providing the platform with reasonable care and skill, processing your payments correctly, and supporting you through the dispute process described in Section 6.

What we're not responsible for. Subject to the carve-out above, we're not responsible for: the physical condition or safety of any field (the field owner is, see Section 8); harm caused at a field by you, your dog, the field owner, or other users; decisions you make in reliance on listing content (we'll act quickly if listings are inaccurate, but listings are written by independent owners).

Our cap on other claims.Subject again to the carve-out at the top of this section, our total liability to you for any other single claim, or series of connected claims, is limited to the total amount you have paid us in the 12 months before the claim, or £100 if that's greater.

We process personal data to provide the service — account details, bookings, communications, and payment information. We don't sell your data and we don't share it with third parties beyond what's needed to provide the service (e.g. Stripe for payments, email providers for transactional emails).

The full breakdown, what we collect, why, who else sees it, and how to exercise your data-subject rights, lives in our Privacy Notice. For a separate breakdown of what cookies we set and why, see the Cookie Policy.

The PawSpot name, logo, and the platform are ours. Please don't copy or reuse them without permission.

Listing content uploaded by field owners (text, photos, videos) remains owned by the owner who uploaded it. The full licence those owners grant to PawSpot to display and promote their listings, and the warranties they give us about the content, sits in the Field Owner Agreement (§ 12).

Take-down for third-party rights. If you believe content on PawSpot infringes your copyright or other rights, email us at hello@pawspot.co.uk with details (the work, the URL, and confirmation that you have the right to act) and we'll review and remove infringing content where appropriate.

You can close your account at any time from your settings, or by emailing us. Existing bookings stay in place and run as booked.

We can close your account if you break these terms or use the platform abusively. We'll usually give notice unless we need to act immediately to protect other users or the platform.

We may update these terms from time to time. If we make material changes, we'll let you know via email or a banner on the site before they take effect. The date at the top of this page shows the most recent update.

Continuing to use the platform after we've notified you of a change means you accept the updated terms.

These terms are governed by the laws of England and Wales. Any disputes will be resolved in the courts of England and Wales.

If something's gone wrong, the fastest path to a resolution is usually:

1. For something that happened during a booking, use the feedback link in the email we send after the booking — that triggers our dispute process described in Section 6 and pauses any pending payout to the field owner.
2. For anything else, email us at hello@pawspot.co.uk with as much detail as you can. We aim to acknowledge complaints within 2 working days and resolve them within 14 working days wherever practical.

If you're not satisfied with our response. We don't currently subscribe to a certified alternative dispute resolution (ADR) provider, we're a small platform and most issues are resolved directly through the process above. If we can't resolve a complaint, you have the right to bring a claim through the courts of England and Wales (see Section 16). If you're an EU consumer, you can also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr, though we're not currently registered with a specific ADR body listed there.

Questions about these terms? Email us at hello@pawspot.co.uk. We'll get back to you personally, no help-desk tickets, no AI replies.

Operator: Pawspot Limited (company number 17354637). Business address: Franklins House, Wesley Lane, Bicester, United Kingdom, OX26 6JU.