PimpYourPaws Terms of Service

Version 2 · Effective 3 October 2026

Beta terms

PimpYourPaws is in early beta: invite-only, in Australia. Features and prices may change while we are in beta; we will give notice before a price you pay changes.

The booking terms apply in full during the beta: you are charged when the booking is confirmed; an owner's cancellation is refunded by the cancellation tiers shown at booking; a carer's or company's cancellation is refunded in full, the service fee included; the PYP service fee is shown before you pay; and card disputes are decided on the evidence of the service.

1. About these terms

These terms are an agreement between you and Illustrious & Co Trading Pty Ltd (ACN 657 369 796, ABN 48 657 369 796), trading as Illustrious Systems, which operates PimpYourPaws ("PimpYourPaws", "we", "us"). They apply when you create an account, join a household, offer care as a carer, or make or accept a booking. Annex A applies if you live in Australia and Annex B if you live in Malaysia; where an annex differs from the body of these terms, the annex wins.

2. What PimpYourPaws is — and is not

PimpYourPaws is an online marketplace. We help pet owners find independent carers, and we provide the tools to book, pay, message and share care information.

We do not provide pet care. Carers are independent people running their own service. They are not our employees, agents or contractors, and we do not direct how they care for your pets. The agreement for each booking is between the owner and the carer. We are not a party to it, except for our role in handling payment described in section 6.

3. Your account

You must be at least 18 to hold an account. Keep your details accurate and your sign-in secure; you are responsible for what happens on your account. One person, one account.

4. Households

An owner account belongs to a household. A household admin can invite other people and decide what each of them can see and do — for example, view pets, manage bookings, or see home access instructions. Admins are responsible for the access they give. A household always keeps at least one admin.

5. Bookings

1. An owner requests a booking with a carer for particular pets, dates and a service.
2. The carer accepts or declines. A request the carer does not answer within the time shown on the request expires automatically.
3. When the carer accepts, the price is fixed and the owner is asked to pay. The booking is confirmed only once payment has been authorised. If payment is not completed within the time shown, the booking expires and nothing is charged.
4. A confirmed booking starts at its start time and completes at its end time. Both happen automatically if neither party marks them sooner.

The carer only sees your pets' care details, and your home access instructions, for a booking you have confirmed, and only for that booking (see section 9).

6. Payments

• Prices are set by carers. Before you confirm, you see the full amount you will pay, including any service fee.
• Payments are processed by our payment providers (Stripe in Australia). We never see or store your full card number.
• When you are charged depends on your country (see the annexes): in Australia the amount is authorised at confirmation and charged when the booking completes; in Malaysia it is charged at confirmation.
• Carer earnings are released after a hold period that starts when the booking completes (the hold period shown with your booking), so that problems can be raised before money is paid out. We may extend the hold for a booking that is under dispute or investigation.
• PimpYourPaws collects payment on the carer's behalf and pays the carer their share after deducting our commission. [Legal review: confirm the payment-collection / agency structure.]
• Do not pay outside the platform. Payments made outside PimpYourPaws are not covered by these terms, the cancellation policy or any support we provide.

7. Cancellations and refunds

The cancellation policy that applies to a booking is shown before you request it and is fixed into the booking at that moment — a later change to the policy does not change what you agreed. If an owner cancels, any refund follows that booking's policy. If a carer cancels, the owner receives a full refund.

8. Carer verification

We check the documents carers submit for the checks required in their country — for example identity and, where required, police or working-with-children checks — and show which checks a carer has passed. Verification is not a guarantee. It tells you a document was checked on a date; it does not mean we vouch for a carer's skill, character or suitability. Owners should read profiles and messages and decide for themselves, and are encouraged to meet a carer before a first booking.

9. Home access instructions

Owners may store instructions for getting into their home (for example a key location or alarm code). These are encrypted, visible only to household members given permission, and released to a carer only for a confirmed booking — for the window shown on the booking, which opens shortly before it starts and closes shortly after it ends. Every time a carer views them, it is recorded. If a booking is cancelled after a carer has seen these instructions, we tell you, and you should change any code or key location — removing access cannot undo what was already seen.

10. Owner responsibilities

Give carers accurate information about your pets, including health conditions, medication, behaviour and anything that could put a person or animal at risk. Keep vaccinations current as required where you live. Keep your emergency contacts and plan up to date.

11. Carer responsibilities

Provide the care you agreed to, follow the owner's care plan, hold any licence, registration or insurance the law requires for your service, and act lawfully and safely. Contact the owner, and in an emergency the emergency contacts and a vet, as the plan describes.

12. Conduct, reporting and blocking

Treat everyone with respect. Do not harass, threaten, discriminate against or mislead anyone, share someone else's personal information, or use PimpYourPaws for anything unlawful. You can report any message; our team reviews every report. We may block two people from booking or messaging each other, and we may suspend or close an account that breaks these terms.

13. Closing your account

You can ask to delete your account at any time from Settings. There is a cooling-off period, shown when you make the request, during which you can change your mind; after it, your account is deleted as described in our Privacy Policy. Deletion has to wait until any booking in progress has finished and any money owed to you has been paid out, and we will tell you if that applies. Some records — bookings, payments and the ledger — are kept in anonymised form for as long as the law requires.

14. Liability

To the extent the law allows, we are not liable for the acts or omissions of owners or carers, or for loss or damage arising from a booking. Nothing in these terms excludes any right you have under consumer law that cannot be excluded (see the annexes). [Legal review: caps, indemnities and insurance position.]

15. Changes to these terms

When these terms change, we publish a new version and ask you to accept it before you continue using PimpYourPaws. We never change a version you have already accepted.

16. Contact

Illustrious & Co Trading Pty Ltd (ACN 657 369 796, ABN 48 657 369 796), trading as Illustrious Systems · Unit 711, 95 Linton Street, Kangaroo Point QLD 4169, Australia · support@pimpyourpaws.com

Annex A — Australia

• Consumer law. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits those guarantees or any remedy you have under them.
• Charging. Card payments are authorised when the booking is confirmed and charged when it completes. Amounts are in Australian dollars (AUD). [TBC — GST treatment of carer prices and the platform fee is not yet decided; amounts are shown as charged.]
• Payouts. Carers are paid out to a connected bank account through Stripe Connect once the hold period has passed.
• Governing law. These terms are governed by the law of Queensland, and the courts of Queensland have non-exclusive jurisdiction.

Annex B — Malaysia

• Consumer law. Nothing in these terms limits any right you have under the Consumer Protection Act 1999 that cannot be excluded.
• Charging. Payment is taken when the booking is confirmed, using the methods shown at checkout (for example FPX, DuitNow or e-wallets). Amounts are in Malaysian ringgit (MYR).
• Payouts. Payouts to Malaysian carers are not yet available. Earnings are recorded and held, and will be paid once payouts launch in Malaysia; we will tell carers before that happens.
• Governing law. These terms are governed by the laws of Malaysia, and the courts of Malaysia have non-exclusive jurisdiction.
• Language. [Legal review: confirm whether a Bahasa Malaysia version of these terms is required.]