Terms of Service

These terms are the agreement between you and TailGo. They apply every time you use our website or app, whether you are booking care for your pet or providing it.

TailGo operates in Canada only. If you are outside Canada, our service is not offered to you.

What TailGo is, and what it is not

TailGo is a marketplace. We connect pet owners with independent pet sitters nearby, handle the booking and the payment, and give both sides a place to talk and to keep a record of what was agreed.

We are not a pet care provider. Sitters on TailGo are independent, not our employees or agents. They set their own services, prices and availability, and decide which bookings to accept. When you book, the agreement to care for your pet is between you and the sitter. Our role is to make that arrangement possible and to hold both sides to these terms.

Who can use TailGo

• You must be at least 18 years old.
• You must be in Canada, and the care must take place in Canada.
• You must give accurate information when you register, and keep it current.
• One account per person. Do not share your login or let someone else use your account.

You are responsible for what happens under your account. If you think someone else has access to it, change your password and tell us right away.

Bookings

A booking becomes an agreement when the sitter accepts it. Until then it is a request. What you see before you confirm is what applies: the service, the dates, the price, and the sitter's cancellation policy.

Changes after a booking is confirmed have to be agreed by both sides. If either of you needs to cancel, the sitter's cancellation policy decides what is refunded, and that policy is shown to you before you confirm rather than buried here.

Prices, payments and payouts

Prices are set by sitters and shown in Canadian dollars. TailGo charges a service fee, which is shown as a separate line before you confirm, never added afterwards.

Payments are processed by Stripe. We do not receive or store your card number. Payment is taken when the booking is confirmed, and the sitter is paid out after the service is complete. A sitter has to complete Stripe's identity checks before they can be paid.

Taking payment for a TailGo booking outside TailGo is not allowed. It removes the record, the dispute process and the payment protection that the fee pays for, and it is grounds for us to close the account.

If you are an owner

• Describe your pet honestly, including behaviour around other animals, children and strangers, and any bite history.
• Keep vaccinations current and tell the sitter about medical conditions, medication and allergies.
• Give the sitter what the service needs: keys or access, food, leads, carriers, and your vet's details.
• Be reachable during the booking, and give an emergency contact who can decide on your behalf if you cannot be reached.

Leaving out something about your pet's health or behaviour is not a small omission. It puts the sitter, other animals and your own pet at risk, and a sitter may end a booking if what they find does not match what you described.

If you are a sitter

• Care for every pet as agreed, and follow the owner's written instructions on food, medication and routine.
• Only offer services you are genuinely able to provide, and keep your prices and availability current.
• Never leave a pet somewhere unsafe, and never pass a booking to someone else without the owner's agreement.
• Tell the owner promptly if anything changes, and tell them immediately if the pet is unwell, injured or missing.
• Meet the licensing, insurance and tax obligations that apply to you. You are running your own business, and we do not do that for you.

Verification

A sitter can apply to be verified by sending us an identity document and a selfie. We check that the person matches the document, and a verified badge means that check passed and nothing more.

Verification is not a background check, a licence, and not an endorsement by us. It does not tell you how good a sitter is with animals. Read the profile and the reviews, and meet before you book if you are unsure. What we do with those documents is set out in our Privacy Policy.

Emergencies and veterinary care

If a pet needs urgent veterinary attention during a booking, the sitter should contact the owner first. If the owner cannot be reached and waiting would put the animal at risk, the sitter may seek veterinary care, and by booking you authorise that.

Veterinary costs are the owner's responsibility unless the injury or illness was caused by the sitter's negligence.

Insurance and what we do not cover

Reviews and what you post

Reviews are only useful if they are honest. Write about care you actually gave or received. Do not trade, buy or pressure anyone for a review, and do not post anything false, abusive or discriminatory.

You keep ownership of the photos, reviews and messages you post. You give us permission to display them on TailGo so the service can work. We may remove content that breaks these terms.

Things you must not do

• Arrange or take payment outside TailGo for care you found here.
• Misrepresent who you are, your experience, or your pet.
• Harass, threaten or discriminate against anyone.
• Break the law, including animal welfare and municipal by-laws.
• Interfere with the service: scraping, automated access, or trying to reach accounts and data that are not yours.

Suspension and closing your account

You can close your account at any time. Bookings that are already confirmed still stand, and money already owed is still owed.

We may suspend or close an account that breaks these terms, and we will act immediately without warning where an animal or a person is at risk. Otherwise we will tell you why and give you a chance to respond.

When something goes wrong

Raise it with the other person first. Most problems are a misunderstanding about times, access or instructions, and the booking messages usually settle it.

If that does not work, open a dispute from the booking or contact our support team. We will look at the booking record, the messages and anything either side sends us, and we will tell you what we decide and why. We are not a court and we cannot compel anyone, but where we hold the payment we can act on it.

Our responsibility

We do our best to keep TailGo running and accurate, but we do not promise it will always be available or error free. Because sitters are independent, we are not responsible for the care they give, and we are not responsible for what owners tell sitters about their pets.

Nothing here limits liability that cannot be limited under Canadian law, including consumer protection law in your province, and nothing here takes away rights you have as a consumer.

Your information

What we collect and why is set out in ourPrivacy Policy, which forms part of these terms.

Changes to these terms

We will update these terms as TailGo changes. If a change materially affects you, we will tell you before it takes effect and update the date at the top. Continuing to use TailGo after that means the new terms apply. If you do not agree with them, you can close your account.

Governing law

These terms are governed by the laws of Alberta and the federal laws of Canada that apply there.

Contact

TailGo is operated by TailGo Inc., with its head office in Calgary, Alberta. You can write to us at support@tailgo.pet.