Terms & Conditions

1. Definitions

• “Platform” — the Pawko website, apps and related services.
• “Owner” — a user who requests pet-care services for their pet.
• “Sitter” — an independent user who offers pet-care services through the Platform.
• “Booking” — a request for and agreement to provide pet-care services arranged via the Platform.
• “Services” — boarding, house-sitting, drop-in visits, day care, dog walking and similar pet-care services offered by Sitters.

2. Our role — Pawko is an intermediary

Pawko is a marketplace that connects Owners with independent Sitters. Pawko is not a pet-care provider and is not a party to the agreement for Services between an Owner and a Sitter. Sitters are independent providers, not employees, agents or representatives of Pawko.

When a Booking is confirmed, a direct contract for the Services is formed between the Owner and the Sitter. Pawko facilitates that contract — including listings, messaging, scheduling, payment collection and payouts — but does not control and is not responsible for the actual provision of the Services.

3. Eligibility and accounts

• You must be at least 18 years old and able to enter into a binding contract to use the Platform.
• You must provide accurate, complete information and keep it up to date.
• You are responsible for keeping your login credentials secure and for all activity under your account.
• You may not transfer your account or let anyone else use it. Tell us promptly of any unauthorised use.

4. Sitter verification

Sitters are reviewed and approved by our team, including a manual in-person screening, before they can accept Bookings. This screening is a good-faith check and is not a guarantee. Pawko does not warrant the conduct, suitability, qualifications or background of any Sitter, and Owners should use their own judgement, meet the Sitter and ask any questions before confirming a Booking.

5. Owner responsibilities

• Provide accurate, complete information about your pet, including health, vaccinations, behaviour, and any special or medical needs.
• Ensure your pet is healthy, vaccinated as required by law, and not aggressive or a danger to the Sitter, other animals or people.
• Provide the food, medication, supplies and instructions your pet needs for the duration of the Booking.
• Provide emergency contact details and veterinary information, and authorise reasonable emergency care where you cannot be reached.

6. Sitter responsibilities

• Provide the Services with reasonable care and skill and as described in your listing and the Booking.
• Care for each pet responsibly, follow the Owner's instructions, and keep the Owner informed.
• Comply with all applicable laws, including animal-welfare law, and seek veterinary care in an emergency.
• As an independent provider, you are responsible for your own taxes and any registrations or contributions required by law (see Payments and Taxes).

7. Bookings

A Booking is requested by the Owner and becomes binding when the Sitter accepts it (and any required payment or pre-authorisation is completed). Owners and Sitters are responsible for agreeing the details of the Services. You agree to communicate and pay through the Platform and not to arrange or pay for Services off-platform to avoid fees.

8. Payments, fees and payouts

• Prices are shown in Macedonian denars (MKD) and are set by Sitters. Owners pay through the Platform via our payment provider.
• Pawko charges a service fee / commission for use of the Platform. The service fee is calculated as a percentage of the booking amount and rounded up to the nearest denar. The applicable fees are shown in full before you confirm a Booking.
• After the Services are completed, Pawko pays the Sitter their share, less commission and any taxes that must be withheld, to the bank account the Sitter provides.
• Where you have account credit, it may be applied to eligible Bookings as shown at checkout.

9. Invoicing and taxes

Pawko issues invoices and receipts for amounts processed through the Platform. Value added tax (ДДВ) is applied as required by law, generally to Pawko's service fee. Depending on the invoicing model, an Owner may receive a separate invoice for the Sitter's Services and for Pawko's fee.

Sitters are independent providers and are responsible for their own income tax and any social contributions and registrations required under the law of North Macedonia. Where the law requires Pawko to withhold personal income tax from a Sitter's payout and remit it to the tax authority, Pawko will do so and pay the Sitter the net amount. This is not tax advice — Sitters should consult an accountant about their obligations.

10. Cancellations and refunds

Cancellations, refunds and credits are governed by our Cancellation & Refund Policy, which forms part of these Terms. Please read it before booking.

11. Reviews and user content

You are responsible for the content you post, including reviews, profile information and messages. Content must be accurate, lawful and respectful. You grant Pawko a non-exclusive, royalty-free licence to host, display and use your content for operating and promoting the Platform. We may remove content that breaches these Terms.

Pawko has no tolerance for objectionable, abusive or unlawful content or behaviour. If you see content or a user that breaches these Terms, report it to us at contact@pawko.app, or using the in-app report option where it is available. We review reports and take appropriate action, which may include removing the content and warning, suspending or removing the user, normally within 24 hours of becoming aware of a serious breach.

12. Acceptable use

You agree not to:

• Use the Platform for any unlawful purpose, or mistreat, neglect or endanger any animal.
• Circumvent fees by taking Bookings or payments off-platform.
• Post false, misleading, abusive, discriminatory or infringing content.
• Harass, threaten or harm other users.
• Attempt to disrupt, hack, scrape or reverse-engineer the Platform, or upload malware.
• Impersonate others or provide false identity or verification information.

13. Disclaimers and limitation of liability

The Platform is provided “as is”. Because Pawko only connects Owners and Sitters and does not itself provide the Services, Pawko is not liable for the acts or omissions of any Owner or Sitter, or for any loss, injury, illness or harm to a pet, person or property arising from the Services.

To the maximum extent permitted by law, Pawko is not liable for indirect, incidental or consequential damages. Nothing in these Terms excludes or limits liability that cannot be excluded under the law, including liability for death or personal injury caused by our negligence or for fraud, and your statutory consumer rights are not affected.

14. Indemnity

You agree to indemnify and hold Pawko harmless from claims, losses and costs arising out of your use of the Platform, your Services or Bookings, your content, or your breach of these Terms or of the law.

15. Suspension and termination

You may close or delete your account at any time from the Settings screen in the app; deleting your account also deletes or anonymises your personal data as described in our Privacy Policy. We may suspend or terminate your access if you breach these Terms, create risk for the community, or where required by law. Provisions that by their nature should survive termination (such as payment, liability, and dispute resolution) will continue to apply.

16. Governing law and disputes

These Terms are governed by the law of the Republic of North Macedonia. We encourage you to contact us first so we can try to resolve any dispute amicably. If a dispute cannot be resolved, it will be subject to the jurisdiction of the competent courts in Skopje. If you are a consumer, you keep the protections and any mandatory venue available to you under consumer-protection law.

17. Changes to these Terms

We may update these Terms from time to time. We will update the effective date and, for material changes, take reasonable steps to notify you. Continued use of the Platform after changes take effect means you accept the updated Terms.

18. Contact us

Questions about these Terms? Email contact@pawko.app or write to ПАВКО ПЕТ ДООЕЛ Битола, ул. Солунска бр. 33, 7000 Битола, Северна Македонија.