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General terms of use
The General Terms and Conditions (hereinafter referred to as the “General Terms and Conditions”) regulate the relations between “Petranga” OOD, a company registered in the Commercial Register of the Registration Agency with UIC 131381995, with its head office and administrative address: City of Sofia, Bojana District, ul. Daskal Stoyan Popandreev 22, e-mail address: contact@petranga.com, hereinafter referred to as the Company, Platform or Petranga® and the persons, users of the services of the website www.petranga.com and/or www.petranga.bg, briefly referred to as Users.
I. GENERAL TERMS AND CONDITIONS OF USE, ACCEPTANCE AND CHANGES
1. The General Terms and Conditions regulate the requirements for the use of the platform to mediate between pet owners and pet sitters.
The platform connects sitters who offer temporary accommodation and pet care in a home environment with pet owners who use the sitters' services.
2. Petranga does not hire sitters, is not their employer within the meaning of the Labor Code, is not a principal under civil law and does not provide pet care and accommodation services with its employees and/or contractors. The Company is only an intermediary between registered users, owners and pet sitters, for the implementation of contacts between users and registrations in the Platform owned and maintained by it.
In order to achieve maximum usefulness and efficiency in the work of the Platform, Petranga may offer assistance to users through various other communication channels, such as telephone, e-mail, chats, etc. For its intermediary activities, Petranga has the right to receive commissions, reservation and other fees, as well as amounts for the offered auxiliary services for the activities of users.
3. With each use of the site, regardless of whether the access is via web, mobile or other applications, the user makes a statement declaring that he is familiar with these General Terms, agrees with them and undertakes to comply with them.
4. The User has the right to use all the content of the Platform after registering, creating a user profile and reading and accepting the Terms and Conditions.
5. If the User does not wish to become a user of the Services and/or does not wish to provide data and information and have access to data and information and/or does not wish to accept the Terms and Conditions, he/she should leave the Site.
6. Any information on the site, which includes, but is not limited to, photos, texts, types of services and links to other pages, as well as the overall structure of the site, is subject to change or deletion at any time at Petranga's discretion, and the Company is not obliged to motivate its decision.
II. USER REGISTRATION, PROFILES AND DEACTIVATION OF PROFILES
7. A User who intends to use the services of the Platform must register and create his/her Profile with a username and password, and undertakes to store them in a manner inaccessible to other persons.
8. When creating a profile on the Platform, the User expressly indicates in a separate field that he is familiar with these General Terms and Conditions, accepts them and undertakes to comply with them.
9. Owner profile – an owner who wants to use the services of the Platform upon registration also registers the pet(s) owned by the user – owner, with all the necessary and correct information that will serve the caretakers in inquiries and reservations on his/her part.
Any user with an owner profile could upgrade their profile and offer services as a pet sitter or a dog walker at the same time by filling out the additional questions in the "Become a pet sitter" section and going through an administrator approval process. There is no need to make another registration.
10. Sitter Profile - a sitter who wants to offer his services through the Platform, should register his/her pet(s) if he/she has one that he looks after at home, with all the necessary information for the owners for inquiries and reservations from their side. When registering, they fill out detailed information with details about their skills, experience, and the conditions of the services they want to offer.
Any user with a pet sitter profile can use the services of other pet sitters in the capacity of an owner with the same profile.
11. The name and surname entered in the profile must match the information from the Sitter's identity document, and all other data provided by him must be reliable.
12. Candidates for sitter specify in their profile the services they can provide, as well as the prices and conditions under which they intend to provide them. The services initially determined by them and their conditions can be changed at any time by the sitter.
13. Each user can only have one profile, regardless of whether they are an owner or a pet sitter.
14. The user confirms that they are at least 18 years old and have legal capacity.
15. Users register with an exact or approximate address. This is necessary to determine the distance between pet owners and pet stters, as well as the area in which they are located.
16. Photos and video section - the photos uploaded to the pet sitter's profile must be of the person who performs the registration and will offer services through the Platform. Uploading profile pictures for users who are pet owners is not mandatory.
17. In order to use the Platform's services, each user registers a bank card registered for online payments, agreeing to be charged in the amount of the incurred obligations for fees and services related to reservations for temporary accommodation and pet care, as well as their cancellation. For secure payments, bank card data and transactions are administered by the payment system "Stripe". Petranga OOD does not process or store user card data.
18. Users provide data for invoicing fees and commissions for the services provided for the intermediary activity by Petranga OOD.
19. Users with owner profile receive an SMS notification to verify the registered phone number.
20. Users' email addresses are verified during registration. In some cases, if the email address has been compromised, it may be necessary to register with a different email address.
21. A user with a pet sitter profile may temporarily suspend the use of the platform by closing his work calendar for a period of time determined by him, as well as suspend the provision of services by using the “Temporary suspension of the account” function.
22. If there is suspicion of misuse of the access data, the user is obliged to change them immediately.
23. The user has the right to request a change or addition to the information in his account, as well as to request the deletion of his registration at any time. He can also do it himself. A User who has deleted his account has the opportunity to use the services of the Platform again only if he creates a new account.
24. Users must familiarize themselves with the additional General Terms of Google Maps/Google Earth for the use of the functionalities and content of the Dynamic Google Map integrated into the Platform: https://www.google.com/help/terms_maps/
25. By creating a profile, the User provides his/her personal data, for the storage and processing of which he/she consents to the “General Terms of Use” and the “Privacy and Personal Data Processing Policy”.
III. PRICING, SERVICES AND PAYMENTS
26. Users pay no fee to access the Platform. To clarify all details related to the need for a reservation, owners and sitters contact each other completely free of charge, through a chat connection implemented in the Platform.
27. The services provided by the pet sitters are both in their home and in the home of the owners:
27.1. In the home of the sitter - "Boarding" - 24 hours duration and "Doggy day care" - 9 hours duration.
27.2. In the home of the owner - "Dog walking" - 30-45-60 min. duration, "Walking and feeding" - 45 min. duration, "Drop-In Visit" - 30 min. duration and "Overnight stay" - the time of stay in the owner's home is by agreement between the parties, but not less than 12 hours, which includes an overnight stay and other additional time.
28. Services include:
28.1. “Boarding” and “Doggy day care” include: feeding, walking, pet care.
28.2. “Dog walking” includes picking up the pet from the owner’s home, walking and returning it to its home. The service includes transportation costs to the owner’s home, which are at the expense of the sitter.
28.3. “Walking and feeding” includes feeding the pet at its home, cleaning when necessary, taking the pet for a walk and returning it to its home. The service includes transportation costs to the owner’s home, which are at the expense of the sitter.
28.4. The “Drop-In Visit” service includes visiting the owner’s home, feeding, cleaning or changing the cat’s litter box, washing the cat's bowls, and providing company with cuddles and games, if the animal likes this. The service includes transportation costs to the owner's home, which are at the expense of the sitter.
29. For activities that are not included in the prices of the services, sitters and owners negotiate on the Platform, after which the sitter updates the value of the service and then confirms the reservation. Some of the services that are not included:
29.1. Transportation costs for pick-up and return from the owner’s home for the services “Boarding” at the sitter’s home and “Doggy day care” at the sitter’s home; taking the pet for grooming or medical examination, etc.
29.2. The “Dog walking” service does not include feeding the pet.
29.3. The “Drop-In Visit” service does not include walking the pet.
29.4. Providing food, treats, hygiene materials – diapers and nappies, protective pants, hygiene bags, toys, bowls, leash, harness or collar, muzzle.
29.5. Providing medical care, such as giving medication, giving injections and other infusions, etc.
29.6. Providing additional care for pets without established hygiene habits or other special care.
30. Each pet sitter can change the prices offered by him, reduce or increase them during the time of the inquiry and before the confirmation of the reservation by both parties in case there is a discrepancy in the information initially provided to him by the owner, such as the number of pets, size of the pet, change of reservation period or other.
31. A confirmed reservation is considered to be one in which there is a complete coincidence of the opposite declarations of will of both parties - owner and sitter, covering all conditions for the implementation and payment of the service. Also, the reservation is in the status "Confirmed" in the system.
32. Each sitter determines and publishes in his profile the prices, terms and types of services he offers. Considering that from the total price of the services provided by him, the owners pay a 25% reservation fee to the Platform, and he receives 75% of this value.
The sitter also determines the additional charges on the value of the service for cases in which he takes care of more than 1 pet or it is of a breed that is defined as "Difficult to look after" and other options, including but not limited to those for which he has been provided with tools by the Platform.
33. Some very energetic or dangerous dog breeds, as well as all dogs over 40 kilograms, are defined as difficult-to-care-for pets.
The basic cost of the service for "Difficult-to-care-for" pets is added to the sitter's price list, which is set by the sitter in the range of +20% to +30%.
Here are the breeds: American Bulldog, American Mastiff, American Staffordshire Terrier, American Bully, Brazilian Mastiff, Broholmer Mastiff, Bullmastiff, Bull Terrier, Doberman, Dogo Argentino, Dogo Cubano, Dogo Sardo, Spanish Bulldog, Spanish Mastiff, Caucasian Shepherd Dog, Canary Mastiff, Kangal, Cane Corso, Cordoba Fighting Dog, Korean Mastiff, Corsican Dog, Molosser, Neapolitan Mastiff, Pyrenean Mastiff, Pit Bull Mix, Pit Bull Terrier, Rhodesian Ridgeback, Rottweiler, Samoyed, Staffordshire Bull Terrier, Thai Ridgeback, Tibetan Mastiff, as well as all dogs over 40 kilograms.
34. In cases where the owner uses the "Boarding" service at the sitter's home or "Overnight Stay" at the owner's home and needs extended care for the pet and late pick-up, he pays additionally, in relation to the specified unit base price for the sitter's service.
Outside the specified 24 hours from the start time of the service, he uses 1.5 hours of free tolerance to pick up the pet from the sitter's home or to release the sitter from his commitment, if he is at the owner's home. After that, from the second to the eighth hour, he pays 0.5 units of a single service, and after the eighth hour he pays 1 unit of a single service.
35. The sitters have the right to form and change their prices to pet owner users, as long as they are agreed between the parties before confirming the reservation.
36. Upon confirmation of the reservation, the owner pays only a 25% reservation fee to the Platform, and the remaining 75% of the service fee is paid directly to the sitter on the first day of service provision in the manner agreed upon between the parties - in cash, by bank transfer or other legal means.
The owner pays a 10% service fee for each reservation to the Platform.
37. A service fee is necessary to cover the costs of servicing users and improving the performance of the platform in order to facilitate the processes of booking the provided services.
37.1. When is the fee not due:
37.1.1. When re-booking for the same period, with a replacement sitter, before the start of the service, in cases where the sitter of the original reservation cancels it and the Platform provides another sitter to perform the service, regardless of whether the reservation is a Standard or Petranga® Secured Reservation.
37.1.2. When replacing the sitter with another during the duration of the service, only under the terms of a Petranga® Secured Reservation.
37.2. When is the fee refundable:
37.2.1. In cases where the sitter cancels the reservation after its confirmation and the Platform, despite making all efforts, fails to provide the owner with a replacement sitter to perform the service.
37.3. When the fee is non-refundable:
37.3.1. Upon cancellation of the reservation by the owner.
37.3.2. Upon refusal by the owner to accept a replacement sitter provided by the Platform, in cases of a canceled reservation by the initially selected sitter.
38. The Petranga® Protected Reservation is an option that, if selected by the Owner when confirming the reservation, entitles him to ask the Platform to organize a change of the pet sitter for another one, free of charge, during the service period in the following cases：
38.1. The sitter has stated that they want to end the reservation promptly due to property damage caused by the pet in the host's home or others, such as barking or howling, that make provision of services impossible.
38.2. Mandatory cancellation of the reservation due to incompatibility between the owner's pets and those of the sitter (if any) or due to other exceptional circumstances requiring interruption of the service.
38.3. The owner has a valid reason related to the lack of good and adequate care for the pet.
In addition, a protected reservation supports the owner by covering one-time veterinary expenses of up to 300 BGN incurred by the sitter in the event of an emergency incident with a pet during the provision of the service, in accordance with the General Terms and Conditions.
The assistance is subject to certain conditions and does not include expenses incurred in connection with rehabilitation, general and specific diseases, typical for age or those resulting from previous surgeries or cosmetic and grooming procedures or others related to the general or current health of the pet, as well as follow-up examinations are not covered.
The amount of a protected reservation is 10% of the value of the service.
38.4. In case of cancellation of the reservation by the owner or the pet sitter, the amount paid for the Petranga® Protected Reservation will be 100% refunded.
39. Organizing a change of sitter and ensuring the transfer of a pet to a new sitter, upon request by the owner or by the sitter, for the "Boarding" service with the sitter, during the reservation period, when it is not a Petranga® Protected Reservation, but a Standard, costs 50 BGN payable to Petranga by bank transfer, before organizing the change. The platform strives to provide as much help as possible.
40. Any owner who urgently needs a sitter could publish a paid ad worth 3,57 € | 6.99 BGN, on the bulletin board, as it is enough to transform the request made to the selected sitter with just one click and confirm the publication.
41. The Platform has the right to change its prices for Users, Pet Owners and Pet Sitters. These come into force from the moment of their publication.
42. To evaluate the quality of the sitter's services, the owners who have used the services of a particular sitter can leave an evaluation-review on his profile page, the day after the service is completed. The minimum rating is 1 star and the maximum is 5 stars.
43. Cancellation of a reservation by the owner takes place under the following conditions:
43.1. From the moment of confirmation of the reservation until the fifth day before the start date of the service, the owner pays 7,66 € | 14,99 BGN.
43. 2. For the period between the fifth day before the start date and the start date of the service, the owner pays 25% of the value of the service, even if the reservation was made within the fifth or fewer days before the start date of the service.
43.3. When canceling the service, the number of days is calculated as 24 hours for 1 day, based on the day and start time of the service.
43.4. The obligation to pay arises from the moment of cancellation, when a cancellation application is submitted by email or on the Platform.
43.5. In case of cancellation of a reservation, the Platform deducts the amount due for the cancellation and the costs of bank fees from the reservation fee paid upon confirmation of the reservation and refunds the remaining amount to the owner no later than the fifth of the following month.
43.6. In case of cancellation of the reservation by the owner or by the sitter, the amount paid under the Petranga® Secure Reservation is refunded 100% to the owner no later than the fifth of the following month.
44. Cancellation of a reservation by the sitter takes place under the following conditions:
44.1. From the moment of confirmation of the reservation until the start date of the service, the sitter pays BGN 12.99.
44.2. The obligation to pay arises from the moment of cancellation, when a cancellation request is submitted by email or on the Platform, and the charge is made through the bank card registered on the Platform.
IV. RIGHTS, OBLIGATIONS AND RESPONSIBILITIES OF THE PARTIES
45. Each User undertakes to provide/use temporary accommodation and pet care services to/from another User/s, only on the basis of reservations through the Platform, without bypassing it.
Users of the Platform, pet owners and pet sitters, enter into direct contact with each other only when they have a confirmed reservation on the Platform with the status "Confirmed". Exchanging phone numbers, sharing profile pages on social networks or other contact details, such as home or work address, as well as organizing a meeting between the parties before the reservation has the status "Confirmed", are not allowed.
46. Direct contact between an owner and a sitter who have established initial contact with each other through the Platform in previous reservations is prohibited.
47. The responsibility and risk for the correct assessment of the qualities and reliability of the sitter lies entirely with the owner whose pet is entrusted to the sitter. In order to form a correct assessment of the owners for the sitter and his pet, if any, preliminary meetings between the owners and the sitters are recommended, especially when providing the "Boarding" service at the sitter's home, when the planned service is for a longer period of time, as well as in cases of another pet owned by the sitter.
48. During the time of the service, the responsibility for the pet rests entirely with the sitter, and the Platform provides only general recommendations regarding the safety and care of pets.
49. The platform is not a party to the relations between users, which they enter into in connection with the negotiation of the terms, the provision of the service and the consequences thereof.
50. In cases of an incident, the sitter immediately notifies the owner of what happened and together they decide how to proceed. In cases of an incident related to the health and life of the pet, the sitter contacts the veterinarian provided by the owner.
51. Owners who do not pick up their pet after the end of the service period and with whom no contact has been established are aware that their animal is considered ownerless by the sitter and that he or she can dispose of it at his or her own discretion.
52. In the case of late or non-collection by the owner of the pet, Petranga® undertakes to assist as much as possible to find a solution to the problem.
53. Petranga does not bear any property and/or non-property liability regarding:
53.1. Assaults, injuries caused and any deterioration in the health of sitters/pets of sitters, as a result of the behavior of pets provided for temporary accommodation and care;
53.2. Assaults, injuries caused and any deterioration of the health of pets provided for temporary accommodation and care, as a result of the behavior of sitter and/or their pets;
53.3. Damaged and/or destroyed by pets, belongings, furniture and others, during the time of service provision.
53.4. The content of the website in its entirety and in all its individual parts, including user profiles, as well as any damage caused to a user and/or a third party in connection with the use of the information and materials available on the platform, including their applicability to a specific situation, the violation of copyright and other intellectual property rights of other users or third parties.
54. The platform contains links to other websites. The legality and accuracy of the content of these websites is not guaranteed. No responsibility is assumed for any damage caused by accessing these websites. Users are responsible for familiarizing themselves with the terms and conditions and policies and continuing to use them if they agree with them.
55. Petranga reserves the right to interrupt access to certain materials, including, but not limited to: photos, texts, types of services and others, published on the site or to the entire site, without the consent of the user, for an unlimited period of time, planned or incidental, without being liable for any damages to the user that may occur as a result of the suspension.
56. The user is responsible for providing accurate and correct information in the profile registration form. If there is a change in the User's personal data, he must update his profile. The Platform is not responsible if the User has provided false information or has not changed and supplemented his data when the change occurs.
57. Users are not allowed to advertise individuals or products with the photos and content they upload.
58. The platform is not responsible that the information on/in the profiles is accurate, complete, up-to-date and true.
59. Petranga monitors the correct and polite behavior of users on the platform, as far as possible, but is not responsible for it.
60. By registering on the Platform, each user agrees and gives Petranga the right to use the photos, video material, text content and others uploaded by him for his own advertising purposes, surveys and others.
61. Users with a sitter profile are obliged to report to the competent authorities within a certain period of time and pay at their own expense all taxes and other obligations arising from the income they receive from the activity carried out through the Platform.
62. The user is responsible for the legality and security of the login details he/she has disclosed, as well as for their storage, and for any action such as transmitting information, posting advertisements, comments on other users' pages, etc., performed through the profile.
63. In the event that the user-owner does not have funds available on the registered bank card to cover the cost of the fees for the service ordered by him/her, the reservation will not be transferred to the status "Confirmed". Accordingly, no connection will be established between the owner and the sitter and the service will not be provided.
64. Users undertake to use the Platform's functionalities and the information in it in good faith, without their actions harming Petranga or other users.
65. Petranga has the right to restrict access and/or deactivate profiles under the following conditions:
65.1. Lack of activity for a long period of time;
65.2. Systematic refusal of reservations, if the profile is of a sitter;
65.3. Frequent cancellation of reservations after confirmation;
65.4. Negotiating with users outside the Platform;
65.5. Irresponsible and disrespectful attitude towards a user or administrator of the Platform;
65.6. Misleading or unacceptable photos on the profile page;
65.7. Infringement of copyrights and other intellectual property rights of other users or third parties by users;
65.8. Others, in which the present General Terms and Conditions for the use of the Platform, or the current legislation, are not observed.
66. Users have no right to modify, copy, publish, sell or use in any way, without the prior written permission of Petranga OOD, the content of the Platform, or any part of it, the structure, functionalities and technical solutions on the Platform, as well as the trademark Петранга® in Cyrillic or Petranga® in Latin, registered in the Patent Office of the Republic of Bulgaria and in the Office of the European Union for Intellectual Property, as well as to use the specified protected sites for any public or commercial purpose other than promoting the services provided by Petranga. All legal mechanisms for sanctioning and terminating violations, and for compensating the owner of the Platform and the brand, will be applied to the violators.
V. PRIVACY, COPYRIGHT AND INTELLECTUAL PROPERTY PROTECTION
67. The personal data of each User is processed in accordance with the current legislation and with Regulation on the protection of individuals and their personal data (EU) 2016/679 of the European Parliament and of the Council of April 27, 2016 and the free movement of such data and for the repeal of Directive 95/46/EC (General Regulation on Data Protection). Please read the Privacy and Personal Data Processing Policy, which aims to explain what data we collect about you and how we process it when you use the Platform or when you contact us through the various communication channels.
68. The platform uses "cookies", for which, upon the first visit from a certain IP address, consent is requested from the user with "Consent to the use of cookies". For more information, please visit the Cookie Policy
69. All copyright and other intellectual property rights relating to the content of the website, the Platform and the domain, such as text, images, video, logos, voices, are owned by Petranga OOD.
VI. WEBSITE AVAILABILITY, DISCLAIMER
70. Due to the characteristics of the Internet as an external factor, Petranga cannot guarantee uninterrupted access to the Platform. A temporary restriction of access is possible if this is necessary for the purpose of ensuring security, technical prevention, troubleshooting or wrongful actions of third parties and other objectively important reasons.
71. The Platform is not responsible for complete or partial non-fulfillment and for inaccurate fulfillment of any of its obligations under these General Terms and Conditions, if it is due to a force majeure event.
These General Terms and Conditions enter into force from the moment they are published.
Supervisory Authorithies
Personal Data Protection Commission:
Sofia, 1592, 2 Prof. Tsvetan Lazarov Blvd., Tel.: 02.915 35 19
Email: kzld@cpdp.bg,
Website: cpdp.bg
Consumer Protection Commission:
Sofia, 1000, 1 Vrabcha Str., floors 3, 4 and 5, tel.: 02.933 05 65
Hotline: 0700 111 22; *2211,
Email: info@kzp.bg,
Website: kzp.bg
