By creating an account, accessing, browsing, or using the Kavora Platform, every user confirms that they have read, understood, and agreed to these Terms & Conditions.
Users who do not agree with these Terms shall not use the platform.
Continued use of the platform constitutes acceptance of all future updates to these Terms unless otherwise required by applicable law.
For the purpose of these Terms:
Platform
Means Kavora Platform, including all mobile applications, websites, backend systems, APIs, and future services operated by VEMIORA LTD.
Customer
Means any user seeking pet-related services.
Provider
Means any individual or company offering services through the platform.
Booking
Means a service request created through the platform.
Trust Score
Means the platform-generated trust indicator.
Kavora Platform is a technology platform.
It facilitates communication, booking management, payments, documentation, and dispute resolution between customers and providers.
Kavora Platform is not the direct provider of pet sitting, boarding, grooming, taxi, veterinary, or any other pet-related services unless explicitly stated.
Users must be legally capable of entering into binding agreements under the laws applicable in their jurisdiction.
Users are responsible for ensuring that use of the platform complies with local laws.
The platform may refuse registration where required by law or platform policy.
Each user is responsible for maintaining the confidentiality of their account credentials.
Users are responsible for all activities performed using their accounts.
Sharing accounts with other persons is prohibited.
The platform may suspend or terminate accounts suspected of unauthorized access or fraudulent activity.
Users agree to provide accurate, complete, and up-to-date information.
Providing false, misleading, incomplete, or fraudulent information may result in:
Account suspension.
Booking cancellation.
Removal from the platform.
Permanent account termination.
Every user must select the country in which they intend to use the platform.
Country selection determines:
Currency.
Subscription pricing.
Applicable taxes.
Regional availability.
Legal configuration.
The platform may restrict certain services depending on jurisdiction.
All photographs, videos, descriptions, reviews, profile images, and other uploaded content remain the responsibility of the user who submitted them.
Users confirm that they own, or have the legal right to upload, all submitted content.
Users shall not upload content that:
Violates copyright.
Violates privacy.
Contains illegal material.
Contains misleading information.
Contains abusive or offensive material.
The platform reserves the right to remove any content violating these Terms.
The Kavora Platform, including its software, databases, branding, icons, documentation, design, workflows, and source code, are the intellectual property of VEMIORA LTD unless otherwise stated.
Users may not copy, modify, distribute, reverse engineer, or commercially exploit any part of the platform without prior written authorization.
The platform aims to provide continuous service.
However, uninterrupted availability cannot be guaranteed.
Temporary interruptions may occur due to:
Maintenance.
Security updates.
Technical failures.
Internet outages.
Third-party services.
The platform shall not be liable for temporary service interruptions beyond its reasonable control.
Vemiora reserves the right to update these Terms & Conditions.
Material changes shall be communicated through the platform whenever appropriate.
Continued use of the platform following such updates constitutes acceptance of the revised Terms.
These Terms & Conditions form part of the contractual framework governing the use of the Kavora Platform together with:
User Agreement
Privacy Policy
Community Guidelines
Platform Policies
Refund Policy
Dispute Resolution Policy
Any future platform policies published by Vemiora.
Customers may create an account only if they provide accurate registration information.
The platform reserves the right to suspend accounts containing false or misleading information.
Customers are responsible for keeping their information updated.
Customers are responsible for providing accurate information regarding every registered pet.
This includes, without limitation:
Species
Breed
Age
Medical Condition
Vaccination Status
Behaviour
Feeding Schedule
Walking Schedule
Medication Requirements
Failure to disclose important information may affect dispute resolution.
Customers must disclose any known aggressive behaviour.
The platform may suspend accounts repeatedly failing to disclose dangerous behaviour.
Providers retain the right to refuse service where safety is at risk.
Customers are solely responsible for ensuring that vaccination information is accurate.
The platform does not independently verify veterinary records unless future services specifically provide such verification.
Submitting a booking request does not create a binding agreement.
A booking becomes effective only after:
Provider acceptance (or accepted counter offer)
AND
Successful payment through the platform.
Customers agree that all payments must be completed through the Kavora Platform.
Circumventing the platform payment system is prohibited.
Attempts to bypass the payment process may result in account suspension or permanent removal.
Customer payments for Bookings are processed through the Kavora Platform's payment providers.
For Stripe Connect Bookings, successful payment credits the service price, less the disclosed platform commission, to the Provider's connected Stripe balance.
Vemiora does not hold the Provider's share in a Kavora-controlled balance.
Availability and transfer from the connected Stripe balance to the Provider's bank account depend on Stripe verification, reserves, the Provider's payout schedule, banking networks, and applicable law.
Customers acknowledge that booking records, including messages and any evidence submitted through the Platform, form part of the official service record.
These records may be used during:
Disputes.
Refund investigations.
Quality reviews.
Provider evaluations.
Customers should review their booking records regularly during active bookings.
Customers may review providers only after completed bookings.
Reviews must:
Be honest.
Reflect genuine experience.
Avoid abusive language.
Avoid discriminatory content.
Avoid false accusations.
The platform may remove reviews violating these standards.
Customers may submit disputes only where genuine disagreement exists regarding the booked service.
Customers agree to provide supporting evidence whenever reasonably available.
False or malicious disputes may result in:
Warning.
Account suspension.
Permanent account termination.
Submitting a refund request does not guarantee a refund.
Refund decisions depend on:
Platform investigation.
Available evidence.
Booking history.
Chat history.
Provider response.
Administrator review.
Applicable statutory cancellation and consumer-remedy rights.
If a Provider cancels, cannot perform the booked service, or materially fails to provide it, the Customer is eligible for a full or proportionate refund as required by law and the facts of the case.
If a Customer expressly asks for a service to start during a statutory cancellation period, a proportionate amount may remain payable for service actually supplied before cancellation. Statutory rights are not limited by these Terms.
Refund decisions remain at the platform's reasonable discretion, subject to applicable law.
Customers agree not to attempt to exchange contact information outside the platform before booking approval.
Attempts to bypass platform communication systems may result in restrictions or suspension.
Customers shall communicate respectfully with providers.
Harassment.
Threats.
Discrimination.
Hate speech.
Offensive language.
Repeated abusive behaviour.
may result in permanent removal from the platform.
Customers acknowledge that providers may seek emergency veterinary treatment where reasonably necessary to protect the health or life of the pet.
Providers should attempt to contact the customer whenever reasonably possible before incurring significant expenses, except where delay may endanger the animal.
Customers remain responsible for:
The accuracy of booking information.
The condition of the pet.
Safe access to the property.
Legal ownership of the pet.
Compliance with local animal regulations.
Customers acknowledge that:
The platform does not guarantee provider availability.
The platform does not guarantee acceptance of booking requests.
The platform does not guarantee specific outcomes beyond the services agreed between customer and provider.
Providers shall register only if legally permitted to provide the services offered through the Kavora Platform.
Corporate providers shall maintain all licenses required by applicable law.
Individual providers remain solely responsible for complying with local legal requirements.
Providers shall maintain accurate and current information, including:
Name
Business Name
Nationality
Languages
Service Areas
Experience
Prices
Availability
Verification Documents
Business Licenses
Failure to maintain accurate information may result in reduced visibility, suspension, or account termination.
Providers agree to upload genuine and valid verification documents.
Examples include:
Passport
National ID
Trade License
Driving License
Vehicle Registration
VAT Certificate
Professional Licenses
The platform may reject, suspend, or permanently remove providers submitting fraudulent documentation.
Providers are responsible for maintaining accurate availability.
Repeated acceptance followed by cancellation negatively affects provider reputation and Trust Score.
Displayed prices are indicative only.
Providers may submit one counter offer for each booking request.
Once accepted by the customer, the agreed price becomes binding for that booking.
Hidden charges outside the agreed booking price are prohibited unless expressly approved by the customer through the platform.
Providers may activate or deactivate Rush Booking at any time.
Activation does not guarantee booking requests.
Customers remain free to select any available provider.
Providers acknowledge that services must be delivered according to the agreed booking terms.
Supporting evidence of service delivery may be requested according to the booked service.
Failure to meet service delivery standards may:
Delay payment release.
Affect Trust Score.
Affect Provider Performance Score.
Influence dispute decisions.
Repeated non-compliance may result in suspension.
Providers shall communicate with customers only through the Kavora Platform.
Attempts to bypass platform communication before booking approval are prohibited.
The platform reserves the right to monitor compliance with communication policies.
For Stripe Connect Bookings, Stripe credits the Provider's connected balance with the service price less the platform commission after successful payment.
Vemiora does not hold the Provider's share in a Kavora-controlled balance.
Stripe may keep funds pending, apply reserves, delay payouts, or require additional verification under its own terms and applicable law.
Refunds, disputes, and chargebacks may result in a transfer reversal or deduction from the Provider's connected-account balance where permitted.
Stripe pays available connected-account funds to the Provider's registered bank account according to the payout schedule and controls applicable to that account.
Processing times vary by verification status, currency, country, payout schedule, banking systems, reserves, and payment-provider review.
Kavora does not guarantee a particular bank-arrival date.
Providers acknowledge that customer reviews form part of the public reputation of the provider profile.
The platform reserves the right to remove reviews violating community standards while preserving legitimate customer feedback.
Providers may evaluate customers and pets after completed bookings.
These evaluations assist future providers.
Providers shall submit fair, factual, and respectful evaluations.
False evaluations may affect provider standing.
Providers shall:
Treat animals humanely.
Provide services professionally.
Maintain punctuality.
Respect customer privacy.
Comply with local laws.
Maintain professional communication.
Neglect, abuse, or illegal conduct may result in immediate account suspension.
Providers remain responsible for their own tax obligations.
Where required, providers shall supply accurate VAT registration information.
The platform does not provide tax advice.
Providers should consult qualified tax professionals where necessary.
Providers acknowledge that they are independent service providers.
Nothing within these Terms creates:
Employment.
Agency.
Partnership.
Joint Venture.
between Vemiora and the provider.
The platform may suspend provider accounts where necessary to protect users or platform integrity.
Examples include:
Fraud.
Repeated cancellations.
Fake reviews.
Document fraud.
Payment abuse.
Animal welfare concerns.
Repeated violation of platform policies.
Providers remain responsible for:
Service quality.
Compliance with applicable laws.
Professional behaviour.
Uploaded content.
Documents.
Pricing accuracy.
Customer interaction.
The platform does not assume operational responsibility for services performed by providers.
By offering services through Kavora Platform, providers acknowledge that:
They have read these Terms.
They understand the platform rules.
They accept the platform payment release model.
They agree to platform dispute procedures.
They understand that platform visibility depends on quality, trust, and compliance rather than payment alone.
The Kavora Platform supports multiple countries and currencies.
Displayed prices shall automatically follow the customer's selected country and regional configuration.
Internal accounting records may be maintained using additional reference currencies where required for operational purposes.
All payments relating to bookings shall be completed through payment methods approved by the Kavora Platform.
Payments made outside the platform are not protected by the platform's payment protections.
The platform reserves the right to suspend users attempting to repeatedly bypass the official payment process.
A Customer is charged only after the Provider accepts the Booking and the Customer completes the approved checkout process.
For Stripe Connect destination charges, successful capture credits the Provider's connected Stripe balance with the service price less the platform commission.
Vemiora does not hold the Provider's share in a Kavora-controlled balance.
Stripe controls when funds become available and when they are paid to the registered bank account, subject to verification, reserves, disputes, payout schedules, banking networks, and applicable law.
The Kavora Platform deducts a commission of 10% of the Customer-facing service price, capped at the configured equivalent of AED 50 for the Booking currency.
A currency is not enabled for paid Bookings until its server-side cap has been configured.
The applicable commission is disclosed before payment and deducted automatically through the payment provider.
The platform reserves the right to modify future commission structures by updating the applicable pricing policy.
Such changes shall not affect confirmed bookings.
Provider payouts are made by the payment provider to the bank account registered with the connected account.
Pending, reserved, disputed, refunded, or reviewed amounts are subject to the payment provider's availability and payout rules.
Additional identity, business, tax, or bank verification may be required before payouts are enabled.
Before successful payment, withdrawing, rejecting, or cancelling a Booking request creates no payment obligation.
If the Provider cancels, cannot perform the service, or materially fails to provide it, the Customer is eligible for a full or proportionate refund as required by law and the facts of the case.
A Customer who cancels before service begins retains every mandatory cancellation and refund right provided by applicable consumer law.
If the Customer expressly requested performance during a statutory cancellation period, a proportionate amount may be payable for service actually supplied. Once the service has been fully performed following the legally required request and acknowledgement, the statutory cancellation right may end.
After service begins, decisions consider the portion delivered, timing, evidence, Provider response, non-recoverable costs, and mandatory consumer rights. Nothing limits a statutory remedy for services not supplied with reasonable care and skill.
Refund requests may be submitted to customerhappiness@vemiora.uk. Approved refunds are processed through the original payment provider and may include reversal of the related Provider transfer and platform commission.
Refund approval does not constitute admission of fault by any party.
Every financial transaction performed through the platform shall generate a permanent transaction record.
Financial records include:
Customer Payment.
Payment Ledger Entry.
Commission Deduction.
Provider Release.
Refund.
Withdrawal.
Invoices.
Financial records shall never be deleted.
Each provider remains solely responsible for complying with applicable tax laws.
Corporate providers registered for VAT shall provide valid VAT registration details where required.
The Provider is the supplier of the animal-care service and remains responsible for issuing any service invoice or receipt required for the Customer.
Vemiora issues invoices relating to platform commissions and subscriptions where applicable and charges VAT only where registered or legally required to do so.
As of 28 July 2026, VEMIORA LTD is not VAT registered and does not add VAT or display a VAT registration number on its commission or subscription invoices. This will be updated if its registration status changes.
Providers must supply and keep current the identity, address, tax identifier, business, VAT, and payout information reasonably required for legal reporting.
Where digital-platform reporting rules apply, Vemiora may verify and report Provider identity, quarterly consideration, transaction counts, commissions, fees, and taxes to HM Revenue & Customs or another competent authority, and provide the Provider with a copy of the reported information.
Where payment authorization fails:
The booking shall remain incomplete.
The provider shall not be obligated to reserve availability.
The customer may retry payment using another approved payment method.
The platform reserves the right to suspend or reject payments where fraud, abuse, or suspicious activity is reasonably suspected.
Additional verification may be requested before processing high-risk transactions.
Customers agree to contact Kavora before initiating chargebacks through their payment provider whenever reasonably possible.
The platform reserves the right to suspend accounts where chargebacks are repeatedly initiated in bad faith.
Currency conversion rates displayed to users may differ from banking exchange rates.
The platform shall not be responsible for exchange rate fluctuations applied by payment providers or financial institutions.
The platform acts as a payment facilitator that releases funds according to the payment release conditions set out in these Terms.
The platform is not responsible for losses arising from:
Bank delays.
Currency fluctuations.
Payment provider outages.
Incorrect banking information supplied by users.
Every financial operation performed within the Kavora Platform shall satisfy the following principles:
Transparency.
Traceability.
Accuracy.
Auditability.
Security.
No financial operation shall bypass the official platform workflow.
The Kavora Platform provides an internal dispute resolution process intended to assist customers and providers in resolving booking-related disagreements.
The platform may review available evidence before issuing a decision.
Submitting a dispute does not automatically entitle either party to compensation or refund.
Users acknowledge that the platform may consider any relevant evidence, including but not limited to:
Booking History
Chat Messages
Photos
Videos
GPS Records
Timeline
Verification Records
Support Communications
Additional supporting documents submitted by either party.
The Kavora Platform reserves the right to determine the outcome of disputes relating to funds pending release under the platform payment process.
Possible decisions include:
No Refund
Partial Refund
Full Refund
Full Payment Release
Split Payment
Additional Review
Temporary Suspension
Permanent Account Termination
Decisions shall be based upon the available evidence and platform policies.
The welfare of the pet shall always receive the highest operational priority.
Where immediate action is reasonably necessary to protect the health or life of the animal, providers may seek emergency veterinary assistance.
Reasonable efforts should be made to notify the customer as soon as practicable.
Customers remain solely responsible for:
Ownership of the pet.
Accuracy of pet information.
Medical disclosures.
Behavioural disclosures.
Property access.
Compliance with local animal regulations.
The platform shall not independently verify customer statements.
Providers remain solely responsible for:
The services they perform.
Professional conduct.
Legal compliance.
Business licenses.
Insurance (where applicable).
Equipment used.
Employees or subcontractors (where applicable).
The platform does not supervise service execution.
To the maximum extent permitted by applicable law, Vemiora and the Kavora Platform shall not be liable for:
Indirect damages.
Consequential damages.
Loss of profits.
Business interruption.
Emotional distress.
Loss resulting from incorrect user-provided information.
Actions or omissions of customers or providers.
Third-party payment provider failures.
Internet outages.
Force majeure events.
Nothing in these Terms excludes liability where such exclusion is prohibited by applicable law.
The platform may integrate third-party services including:
Payment Providers
Maps
Cloud Infrastructure
Analytics
Authentication Providers
Notification Services
Vemiora is not responsible for service interruptions originating from third-party providers.
The platform may temporarily suspend accounts where necessary to protect:
Users.
Animals.
Platform integrity.
Legal compliance.
Financial security.
The platform is not required to provide advance notice where immediate suspension is reasonably necessary.
Accounts may be permanently terminated for serious violations including:
Fraud.
Identity Theft.
Document Forgery.
Repeated Abuse.
Animal Abuse.
Repeated Platform Circumvention.
Illegal Activities.
Severe Community Guideline Violations.
Termination does not remove historical financial or legal records.
The platform may retain records where necessary for:
Legal compliance.
Fraud prevention.
Dispute resolution.
Financial auditing.
Security investigations.
Historical platform integrity.
Retention periods shall follow applicable legal requirements.
These Terms operate together with:
Privacy Policy.
User Agreement.
Refund Policy.
Dispute Policy.
Community Guidelines.
Verification Policy.
Future platform policies published by Vemiora.
Where conflicts arise, the most recently published applicable policy shall prevail unless prohibited by law.
Vemiora reserves the right to amend these Terms from time to time.
Material amendments shall become effective following publication inside the platform or by other reasonable notice.
Continued use of the platform constitutes acceptance of the revised Terms.
If any provision of these Terms is determined to be invalid or unenforceable under applicable law, the remaining provisions shall continue in full force and effect.
These Terms constitute the complete general conditions governing the use of the Kavora Platform together with all other official platform policies referenced herein.
No verbal representation shall modify these Terms unless expressly confirmed by Vemiora in writing.
All intellectual property relating to the Kavora Platform, including but not limited to:
Software
Source Code
Databases
Design
Documentation
Business Processes
Algorithms
Icons
Illustrations
Brand Identity
Logos
Trade Names
Workflows
remain the exclusive property of VEMIORA LTD unless otherwise stated.
Nothing within these Terms transfers ownership of any intellectual property to users.
Users acknowledge that all platform-generated content, including:
Trust Scores
Provider Performance Scores
Search Rankings
Verification Badges
Analytics
Reports
Platform Recommendations
remain the property of Kavora Platform.
Users receive only the right to view such content while using the platform.
Users retain ownership of content they upload.
However, by uploading content to the Kavora Platform, users grant Vemiora a non-exclusive, worldwide, royalty-free license to:
Store
Display
Process
Transmit
Backup
Moderate
Use such content solely for operating, improving, securing, and supporting the platform.
This license terminates only where retention is no longer required for legal, security, or operational purposes.
Kavora Platform may process user information only for legitimate business purposes including:
Platform operation.
Booking management.
Customer support.
Fraud prevention.
Security monitoring.
Analytics.
Legal compliance.
Platform improvement.
The platform shall not sell customer personal data.
Users acknowledge that the platform operates internationally.
Certain services, pricing, legal obligations, taxes, currencies, and availability may vary depending on country.
Users remain responsible for complying with local laws applicable to their jurisdiction.
Providers remain responsible for ensuring that:
Their services.
Licenses.
Insurance.
Tax obligations.
Professional qualifications.
Business registrations.
comply with applicable local laws.
The platform does not guarantee legal compliance on behalf of providers.
Users shall not upload content that infringes:
Copyright.
Trademark.
Patent.
Trade Secret.
Privacy Rights.
Any other intellectual property rights belonging to third parties.
The platform may immediately remove infringing content.
Future versions of the platform may incorporate Artificial Intelligence technologies.
AI features shall be designed to:
Assist users.
Improve recommendations.
Improve fraud detection.
Enhance platform efficiency.
AI shall not replace human judgement in legal, financial, or dispute decisions unless explicitly permitted by future platform policies and applicable law.
The platform shall not be responsible for delays or failures resulting from circumstances beyond its reasonable control, including:
Natural disasters.
War.
Civil unrest.
Government restrictions.
Internet failures.
Cloud service outages.
Payment provider failures.
Cybersecurity incidents.
Power failures.
Pandemics.
The platform shall resume operations as soon as reasonably practicable.
These Terms shall be interpreted in accordance with the laws applicable to the operating entity responsible for the Kavora Platform, unless mandatory local consumer protection laws require otherwise.
Where legally required, disputes may be subject to the competent courts or authorities determined under applicable law.
Official communications regarding these Terms may be directed through the contact channels published by Vemiora within the Kavora Platform.
Support requests submitted through unofficial channels may not receive a response.
The following provisions shall survive account closure or termination where necessary:
Financial Records
Disputes
Audit Logs
Intellectual Property
Legal Compliance
Record Retention
Liability Limitations
Any obligations which by their nature are intended to survive termination.
These Terms & Conditions form part of the complete legal framework of the Kavora Platform together with:
User Agreement
Privacy Policy
Community Guidelines
Refund Policy
Verification Policy
Cookie Policy (Future)
Any additional policies officially published by Vemiora.
All documents should be interpreted together whenever applicable.
By creating an account, completing registration, subscribing, creating bookings, offering services, uploading content, or otherwise using the Kavora Platform, users confirm that they have:
Read these Terms.
Understood these Terms.
Accepted these Terms.
Agreed to comply with all platform policies.
Users who do not agree with these Terms must discontinue use of the platform.
These Terms & Conditions establish the legal framework governing access to and use of the Kavora Platform.
Together with the User Agreement and Privacy Policy, they define the relationship between Vemiora, customers, providers, and administrators while supporting the secure, transparent, and professional operation of the platform worldwide.