• “Platform”: the Pawko website, apps and related services. Not every function is available on every part of the Platform (see section 19).
• “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 confirmed request for pet-care services, made through the Platform.
• “Services”: boarding, house-sitting, drop-in visits, day care, dog walking and similar pet-care services offered by Sitters.

Pawko is an online 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 enables that contract, including the listings, the messages, the scheduling, the collection of payment and the payouts, but it does not control the actual provision of the Services and is not responsible for it.

The Sitter authorises Pawko to collect, in the Sitter's name, every amount an Owner owes for the Services. Payment to Pawko is final payment to the Sitter: it discharges the Owner's obligation to the Sitter, and the Sitter may not ask the Owner to pay again.

• You must be at least 18 years old and have the legal capacity to enter into a binding contract to use the Platform.
• You must provide accurate, complete information and keep it up to date.
• We do not ask for your date of birth and we rely on your confirmation that you are 18. If we learn that an account belongs to someone under 18, we will close it and delete the data.
• Keeping your login details secure, and everything done on your account, is your responsibility.
• You may not transfer your account or let anyone else use it. Tell us immediately about any unauthorised use.

Before a Sitter can receive Bookings, we speak with them, by video call or in person, we check their identity document during that conversation, and they sign a separate written agreement with Pawko under which they undertake to provide the Services. We do not keep a copy of the identity document. We do not run criminal-record or background checks. The “Verified” mark on a profile means we have held that conversation and checked identity, nothing more.

We do this check conscientiously, but it is not a guarantee. Pawko does not warrant the conduct, suitability, qualifications or past conduct of any Sitter.

The decision is the Owner's: before confirming, the Owner should read the listing and the ratings and ask every question through the in-app messages. A Sitter's phone number is revealed to the Owner only once a Booking has been accepted and the start is close (within the next 24 hours).

A Sitter's listing appears publicly only after Pawko has reviewed and published it the first time. After that first publication the Sitter publishes and hides the listing themselves, and later edits go live without prior review, so Pawko does not warrant the current content of any listing. We may return a listing for changes, or take it off the public site at any time, if it breaches these Terms or is inaccurate.

The Owner must:

• give accurate and complete information about the pet: its health, vaccinations, behaviour and any special or medical needs;
• make sure the pet is healthy and vaccinated as the law requires, and is not aggressive or a danger to the Sitter, to other animals or to people;
• provide the food, medication and supplies the pet needs while the Booking lasts, and give the Sitter the instructions they need;
• name a contact for emergencies, give the vet's details, and consent to reasonable emergency veterinary care where the Owner cannot be reached;
• where the Sitter comes to the Owner's home, give accurate entry details and unlock only what the Owner is entitled to unlock (see section 16).

The Sitter must:

• provide the Services with due care and skill, as described in the listing and in the Booking;
• care for every pet responsibly, follow the Owner's instructions and keep the Owner informed as the care goes on;
• comply with all applicable rules, including the Law on Animal Protection and Welfare, and seek veterinary care in an emergency;
• where the Sitter cannot continue with the Services, go on caring for the pet until it is safely back with the Owner or with a person the Owner names; cancelling during a stay does not end that duty;
• as an independent provider, answer for their own taxes and for any registrations and contributions the law requires;
• comply with the separate written agreement concluded with Pawko, which applies alongside these Terms.

A Sitter who cancels at the last minute or does not show up collects reliability points over a rolling 90-day window. There is no cash penalty.

• No points at all if the Sitter cancels with enough notice: at least 168 hours (7 days) for boarding and house sitting, 24 hours for day care, and 12 hours for dog walking and drop-in visits.
• Points: a late cancellation 1; a cancellation less than 24 hours before an overnight stay 2; a no-show 2; abandoning a pet during a stay 3; a “running late” notice beyond the Sitter's monthly allowance 0.5.
• At 3 points the Sitter's standing moves to “watch”. At 5 points inside the window the listing stops appearing in search results; the link to the Sitter's profile still works, and Bookings the Sitter already holds are unaffected.
• Below 5 points, reliability still lowers the Sitter's position in the results, measured against the Sitter's own recent booking volume.
• Points drop out of the window after 90 days and the listing returns on its own.
• One cancellation per calendar month can be forgiven (the “Joker”), which unlocks after 15 completed stays. A no-show and an abandonment are never forgiven this way.
• The Sitter is told what has been recorded on their Standing page.

This is arithmetic, not a decision we take case by case, and there is no formal appeal process. If the Sitter believes an event was recorded wrongly, they can write to us and we will look at it.

A Booking is requested by the Owner, and it becomes binding when the Sitter accepts it. The request only reaches the Sitter once the payment has gone through (see section 9). A Booking cannot start within the next 2 hours.

The Sitter has a deadline to answer: 24 hours normally, 12 hours if the stay starts within 3 days, and 1 hour if it starts within 12 hours, but never less than 1 hour. If they do not answer in time, the request lapses and the Owner gets the money back.

Owners and Sitters agree the details of the Services between themselves. You agree to communicate and pay through the Platform, and not to arrange Services or pay for them off-platform in order to avoid the fees. Contact details typed into the chat are hidden until the two of you hold an accepted Booking whose start is within the next 24 hours, and a thread closes to read-only 12 hours after the last Booking ends. If you break this rule we may take the listing down, limit access, and ask you for the fees avoided.

If the Owner ends or shortens a stay that has already started, the pet is at the Sitter's home, so the pickup cannot be immediate: the pickup time is at least 2 hours ahead (1 hour if it is urgent), in 15-minute steps, between 08:00 and 21:00 (Europe/Skopje).

How a card payment works

Prices are shown in Macedonian denars (MKD) and are set by Sitters. The Owner pays on the Platform, through our payment service provider. Card details are entered on the provider's page, not on Pawko.

When the Owner sends a request, we charge the amount to the Owner's card, and the request reaches the Sitter once that payment has gone through. If the Sitter declines, or does not answer in time, the Owner gets the whole amount back: the part paid by card returns to the card, and any Pawko credit used returns to the Owner's Pawko credit. A card refund is started as soon as the request ends; with most banks it shows straight away, and with some it can take a few working days. A refund is always a separate entry, so the Owner's statement shows both the charge and the refund for the same Booking.

A Booking the Owner has not paid for yet is an unfinished Booking. It is not sent to the Sitter and nothing is charged. If a payment does not go through, or the window is closed before it finishes, the Booking is kept and the Owner can go back to it and pay again from the Booking itself. An unfinished attempt takes nothing, and a completed one is charged once. Each attempt allows about 30 minutes to pay. If the Booking is still unpaid after a few hours it lapses on its own and nothing is charged.

Pawko's fees

Pawko charges the Owner two things on every Booking, shown as two separate lines before the Owner confirms:

The rate falls once the Sitter's billable earnings pass 20,000 MKD and 80,000 MKD. Billable earnings are lifetime earnings minus the commission-free first earnings.

So without a membership the Owner pays 10% in total on boarding and house sitting, and 7.5% on the recurring services. Both are calculated on the Sitter's amount (including any Sitter extras) and rounded up to the whole denar. Pawko Club waives the provision only: the flat 2.5% always applies (see section 10). We may change these rates, for future Bookings.

If the Owner cancels a Booking the Sitter had accepted, the provision comes back in the same proportion as the Services amount, and Pawko keeps the flat 2.5% service fee, never more than the fee actually paid, so nothing is kept where a coupon covered it.

Extras and add-ons

A Booking can carry extras on top of the Sitter's price. A Sitter extra (for example pickup and drop-off) is part of the Sitter's amount and the fees above are charged on it. A Pawko add-on is Pawko's own and is shown on its own line, with its price, before the Owner pays. Add-on terms are fixed at the moment of booking.

Account credit, coupons and referrals

• Credit on the Owner's account is applied automatically to the Owner's next eligible Booking. There is no step to switch it on and no way to keep it for later.
• Credit cannot be paid out in cash or returned to a card. It is spent only on Pawko. Credit does not expire.
• If the Owner does not choose otherwise when paying, a refund is issued as credit. For some refunds (a stay ended early, a single visit cancelled or missed, a change to a Booking) credit is the only route.
• A welcome coupon returns the Pawko fee the Owner paid as credit when that Owner's first Booking completes, up to the value of the coupon (at most 300 MKD), once per Owner.
• If the Owner uses a referral code, the person who referred them earns 150 MKD in credit once that Owner's first paid Booking completes, for at most 3 friends, and the Owner's own 150 MKD is a discount on Pawko's fee on their first Booking, not credit that can be withdrawn. Referring oneself, or a second account of one's own, does not count.
• We may change or withdraw a promotion for future participants.

What the Sitter is paid

We collect the Owner's payment in the Sitter's name, deduct what the Sitter owes us and pay the Sitter the rest. What a Sitter is charged, and how and when they are paid, is agreed with each Sitter in their own written agreement with Pawko and is not part of these Terms.

Pawko Club is a prepaid pass for Owners. It waives the provision on the Owner's Bookings; the flat 2.5% service fee always remains, so a member pays 2.5% and never 0. The packages are:

• 399 MKD for 30 days;
• 1,290 MKD for 182 days;
• 1,990 MKD for 365 days.

A package is a one-time charge. There is no automatic renewal, no recurring charge and no free trial: the pass simply expires at the end of the period and nothing more is taken from the Owner's card. There is nothing to cancel. A second pass cannot be bought while one is still running, and a pass cannot be paused or transferred.

For a Booking made while the pass is running, the provision is not charged for the life of that Booking: not when it is later extended or changed, and not after the pass has expired. Bookings made after the pass expires pay the provision again.

A package is not refundable. The membership begins as soon as the payment clears and the whole benefit vests at that moment: while it is active, the provision is not charged on any Booking.

We issue the invoice ourselves once a Booking has been completed and its amount is final. The Owner will find it under Documents and on the Booking's own page; there is nothing to ask for.

Pawko is not currently registered for value added tax (ДДВ), so no ДДВ is charged on Pawko's fee and our documents say so. If and when we register, ДДВ will be applied as the law requires, generally to Pawko's fee, and only to services supplied after the registration date.

Pawko collects the Owner's payment in the Sitter's name, so for one Booking the Owner may receive two documents: one for the Sitter's Services, where the Sitter is the provider, and one for Pawko's service fee.

Cancellations, refunds and credits are governed by our Cancellation & Refund Policy, which forms part of these Terms. Please read it before you book or accept a Booking.

The Sitter's cancellation terms that were shown and accepted at the time of booking are the ones that apply, even if the Sitter changes their setting later.

A refund returns to where the money came from: the part the Owner paid by card goes back to the card, and any Pawko credit used for the Booking comes back as Pawko credit. Some refunds are always paid as Pawko credit, and the Cancellation & Refund Policy says which. What happens to Pawko's fee on a cancellation is in section 9.

• Rating runs one way: the Owner rates the Sitter. A Sitter does not rate an Owner.
• Only the Owner on a Booking can rate it, and only once the Booking is completed.
• A review is published immediately and is visible to anyone on the internet, including search engines, with the Owner's shortened public name next to it.
• The Owner can revise the review for 14 days. A public reply from the Sitter closes that window at once, however early it arrives.
• A Sitter has the right to one public reply per review, and a reply cannot be deleted.
• Neither the author nor the Sitter can delete a review. We hide one only where it breaches these Terms, and hiding can be undone.
• If the Owner deletes their account, the name and the written comment are removed, but the rating stays in the Sitter's average.

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

Pawko does not tolerate objectionable, abusive or unlawful content or behaviour. If you see content or a user that breaches these Terms, report it to us at support@pawko.app or through the in-app report option where it is available. We review reports and take appropriate action, which may include removing the content and warning a user, limiting their access or removing them, normally within 24 hours of learning of a serious breach. We do not read private messages: when you report a user or a message, we act on the report.

While a Booking is under way, the Sitter can post updates for the Owner: a note of up to 1,000 characters, up to 4 photos and activity tags. The Owner and the Sitter can see them, and our team can where we need to review a report.

Photos must be of the pet and of the care given. A Sitter must not photograph the inside of the Owner's home, documents or other people beyond what the update needs, and must not publish or reuse the photos anywhere outside Pawko. If the Owner wants an update removed, they can write to us.

For the services where the Sitter comes to the Owner (dog walking, drop-in visits, house sitting) the Owner can give the entrance, the floor or apartment and a gate code, and say how the handover works: the Owner is home, hands over a key, a lockbox, a gate code, or the building is open. The access details are saved on the Owner's address so they prefill next time, and a copy is attached to the Booking.

The Sitter sees them only while the Booking is accepted, confirmed or under way.

The Owner confirms that the details are accurate and that the Owner is entitled to grant that access, for example in a rented flat or a shared building.

A Sitter may use the access only for the booked Services. A Sitter must not copy, pass on or keep a key or a code, and must return the key at the end of the stay. The Owner should change a shared code after the stay.

Pawko is not a party to the handover of a key or a code and provides no insurance and no cover for loss or damage arising from it (see section 20).

Anyone with an account can post a report about a lost or found pet. Before a report becomes public we check it against these Terms, and we may decline it, ask for changes or remove it later. Once published, the report and its photo are public.

Post only your own information, and only what is needed to reunite a pet. Do not post another person's personal data, and do not use the reports for anything other than finding a pet.

That check is about whether the report complies with these Terms. We do not confirm that what a report says is true, we do not search for pets ourselves and we cannot guarantee any outcome. We are not a party to a handover, or to any reward you offer.

You agree not to:

• Use the Platform for any unlawful purpose, or mistreat, neglect or endanger any animal.
• Avoid the fees by arranging Bookings or payments off-platform.
• Post false, misleading, abusive or discriminatory content, or content that infringes the rights of others.
• Harass other users, threaten them or cause them harm.
• Disrupt the operation of the Platform, hack it, collect data from it automatically, reverse-engineer it, or upload malicious software.
• Impersonate another person, or give false identity or verification details.

We may add to, change, limit, suspend or withdraw the Platform or any of its functions, including pausing all new Bookings, for maintenance, security, legal reasons or a business decision. We honour Bookings already confirmed, and for a significant change we will give you reasonable notice where that is possible.

Not every function is available everywhere: the website and the apps differ, and so do iOS and Android. The apps are distributed through the App Store and Google Play, and those stores' own terms also apply; Apple and Google are not parties to these Terms. We may deliver app updates automatically and may require a minimum supported version for the app to keep working.

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

To the fullest extent permitted by law, Pawko is not liable for indirect, incidental or consequential damage. 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 rights as a consumer are not affected.

You agree to indemnify Pawko and to hold it free from liability for claims, losses and costs arising from your use of the Platform, from your Services or Bookings, from your content, or from a breach of these Terms or of the law.

If you are a consumer, this section applies only as far as consumer-protection rules allow and does not limit your statutory rights.

You can close or delete your account at any time from “Settings”, on the web or in the app. Deletion is final and cannot be undone: access to the account closes immediately, and your personal data is anonymised shortly afterwards, normally within 24 hours. Bookings, invoices and ratings remain, without the data that identifies you, as described in our Privacy Policy.

We may limit or withdraw your access if you breach these Terms, if you create risk for the community, or if the law requires it.

If a Sitter application is declined, the applicant can apply again after 30 days. A Sitter who was approved and later removed should write to us rather than apply again, and a listing that was taken down needs a new review before it can be published again. We may bar the email address of a removed account from registering again. Amounts a Sitter earned before removal remain payable.

Provisions that by their nature apply after the contract ends (such as payment, liability and the resolution of disputes) remain in force.

These Terms are governed by the law of the Republic of North Macedonia.

If something goes wrong with a Booking, open a complaint on that Booking in the app and tell us. Only a party to that Booking can. We review the complaint and may decide on a refund or credit. Opening a complaint does not itself move money. A no-show has a deadline: for a stay with overnights, report it from 20 minutes after the scheduled start until 24 hours after that start (for a single visit in a recurring Booking, from 20 minutes after its scheduled start until 24 hours after it ends). After that we cannot accept the claim.

Please contact us first so we can try to settle any dispute amicably. If it cannot be settled, the competent court in Bitola has jurisdiction. If you are a consumer, you keep every protection and the venue guaranteed to you by the Consumer Protection Act.

These Terms are published in Macedonian and in English. The Macedonian text is the contract: if the two versions differ, the Macedonian text prevails.

We may update these Terms from time to time. We will update the date they take effect and, for material changes, take reasonable steps to notify you. If you keep using the Platform after the changes take effect, that means you accept the updated Terms; if you do not accept them, you can close your account. Changes do not apply retroactively to a Booking that is already confirmed.

Questions about these Terms? Email support@pawko.app or write to ПАВКО ПЕТ ДООЕЛ Битола, ул. Солунска бр. 33, 7000 Битола, Северна Македонија (ЕДБ MK4002026580746, ЕМБС 7946996).