Service Policies

At Puply, we strive to provide a safe, joyful, and trusted experience for both our Dog Owners and Renters. To ensure every booking runs smoothly, we’ve outlined our community policies below. Please take a moment to review them before your first booking.

1. Booking & Matching

Requesting a Dog: All requests must be made through our verified platform or concierge forms. We do not support off-platform bookings.

• Confirmation: A booking is only confirmed once the Owner accepts the request and the "Meet & Greet" (if required) has been successfully completed.

• Identity Verification: Renters must provide a valid Government ID and pass our initial safety screening before their first request is approved.

2. The "Meet & Greet" (Mandatory for New Matches)

• First-Time Rule: For any new Owner-Renter match, a 15-minute "Meet & Greet" in a public place is mandatory before the first paid booking.

• Compatibility: If the dog or owner is uncomfortable during this meeting, either party can cancel the future booking penalty-free.

• No-Shows: Failing to show up for a scheduled Meet & Greet may result in account suspension.

3. Cancellations & Lateness

• 24-Hour Notice: We require at least 24 hours’ notice for cancellations. This respects the Owner's schedule and the dog's routine.

• Late Cancellations: Cancellations made less than 24 hours before the booking start time may incur a 50% fee paid to the Owner.

• Late Pick-Up/Drop-Off: Please respect agreed times. Returning a dog more than 15 minutes late without communication may incur a late fee of €10 per hour.

4. Health & Safety

• Vaccinations: Owners certify that their dog is up-to-date on all core vaccinations (Rabies, Distemper, Parvo) and free of fleas/ticks.

• Disclosure: Owners must disclose any behavioral quirks (e.g., "reactive to bikes," "scared of loud noises") or health issues prior to booking.

• Renter Responsibility: Renters must follow all Owner instructions regarding diet, treats, and on-leash rules. Off-leash play is strictly prohibited unless explicitly authorized in writing by the Owner.

5. During the Rental

• GPS Tracking: If provided by the Owner or Puply, the dog must wear the GPS tracker at all times during the rental.

• Handling: Renters agree to handle the dog with care and positive reinforcement. Physical punishment or rough handling is grounds for immediate permanent ban.

• Updates: Renters are encouraged to send at least one photo/video update to the Owner during the rental to build trust.

6. Supplies & Food

• Provided Items: Owners will provide a leash, collar/harness, poop bags, and necessary food/treats.

• Do Not Feed: Renters must not feed the dog any human food or unapproved treats to prevent allergic reactions or illness.

7. Emergency Protocol

• Immediate Action: In the event of an emergency (injury, escape, illness), the Renter must immediately contact 1) The Owner and 2) Puply Support.

• Veterinary Care: If urgent care is needed, the Renter is authorized to transport the dog to the nearest vet. Liability for costs will be determined based on the nature of the incident and our Insurance Policy terms.

8. Liability & Insurance

• Coverage: Puply bookings are covered by our Liability Guarantee for third-party damages and veterinary injuries, subject to our Terms of Service.

• Exclusions: Gross negligence (e.g., walking a dog off-leash near traffic against rules) may void insurance coverage and make the Renter personally liable.

9. Payments & Refunds

• Cashless Platform: All payments are processed securely online. Cash payments are prohibited to ensure insurance coverage.

• Satisfaction: If an issue arises (e.g., dog was not as described), please contact Puply within 24 hours of the booking for dispute resolution.

10. Contact Us

Questions? We’re here to help you find your perfect match.

• Email: info@puply.be

• Web: www.puply.be