Terms and Conditions Version: 2026-09-22. Last updated: September 22, 2026 These Terms govern your use of PawzPoint. By creating an account or using the app, you agree to these Terms. 1. The PawzPoint Service PawzPoint provides software that helps pet owners discover clinics, create pet profiles, view services, request appointments, and manage booking information. PawzPoint is not a veterinary clinic and does not provide veterinary, grooming, or medical advice. 2. Providers and How Booking Works PawzPoint provides the software for finding providers and managing appointment requests. Veterinary clinics, veterinarians, groomers, and other providers are independent of PawzPoint. The contract for the veterinary, grooming, or other pet-care service is between you and the provider, not PawzPoint. Providers are responsible for their services, staff, availability, prices, confirmations, cancellations, professional advice, treatment, and customer communications. PawzPoint remains responsible for its own obligations as the platform operator under applicable law. Choose a service and time. Select a provider, pet, service, and available time. Where offered, select a staff member or the first available option. The first available option assigns a staff member available for the selected slot. Availability reflects schedules and bookings recorded in PawzPoint and can change before your request is saved; it does not guarantee that a provider's records are complete or that there will be no delay. Submit a request. A customer request starts as Pending. A request receipt or acknowledgement only means that the request was recorded; it is not confirmation of an appointment. The provider must approve it before it becomes Confirmed. A provider may also enter an appointment directly in its calendar as Confirmed. Check the status. Providers may confirm or decline requests, or cancel bookings. An unanswered Pending request may be automatically marked Cancelled once the requested start time has passed. Do not treat a Pending request as an accepted appointment; contact the provider if you have not received confirmation or if the app and the provider give conflicting information. Manage changes and cancellations. You can cancel a Pending or Confirmed appointment in the app before its start time. For rescheduling, late cancellation, or a change that is unavailable in the app, contact the provider directly. Check that any agreed change is reflected in the booking. Any provider cancellation, late-arrival, or no-show fees must be disclosed and agreed where required by law; these Terms do not create such fees. After the scheduled time. A Confirmed appointment may automatically become Completed after its scheduled end. This is a calendar status, not proof that you attended, that the service was performed, or that you accepted its quality or price. Report an incorrect status to the provider or PawzPoint support. Check the booking details and current status in the app before travelling. Appointment emails depend on your service-email preferences and successful delivery; they may be delayed, filtered, or fail to arrive. A missing email does not itself confirm or cancel a booking. Keep your contact and pet details accurate, arrive on time, and contact the provider promptly if you will be late or cannot attend. Appointment times and provider delays. The displayed time is the scheduled appointment time, not a guarantee by PawzPoint that treatment or grooming will start or finish at that exact time. The provider is responsible for keeping the agreed appointment and communicating delays, changes, cancellations, or an inability to provide the service. Delays can occur, including because of emergency care or earlier appointments taking longer than expected. These circumstances do not automatically remove the provider's obligations or your rights against it. To the extent permitted by applicable law, PawzPoint is not responsible for a provider arriving late, failing to attend or honour an appointment, cancelling or rescheduling it, refusing or failing to perform the service, or for resulting waiting time, travel costs, or other losses caused by that provider. Contact the provider first about these issues; you may also report them to PawzPoint support. This limitation does not exclude responsibility for PawzPoint's own breach of duty or any liability that cannot lawfully be excluded, and does not limit your mandatory consumer rights. 3. Accounts You are responsible for keeping your account information accurate and protecting your login credentials. You must not use PawzPoint for fraudulent, unlawful, abusive, or harmful purposes. 4. User Content You may submit pet information, photos, reviews, notes, and other content. You are responsible for the content you provide and must have the right to submit it. You grant PawzPoint a limited right to use that content to operate, display, improve, and support the service. 5. Reviews Reviews should be honest, relevant, and based on your own experience. We may remove reviews that are unlawful, abusive, spam, misleading, or unrelated to the service experience. 6. Prices and Payments Displayed service prices are indicative and based on the latest information supplied to PawzPoint by the relevant veterinarian, clinic, groomer, or other service provider. Providers determine their prices and are responsible for keeping this information accurate and up to date. PawzPoint does not set or guarantee provider prices. To the extent permitted by applicable law, PawzPoint is not responsible for inaccurate or outdated prices supplied by providers or differences between displayed prices and the final price agreed with the provider. Providers may list a service without publishing a price. A missing price does not mean the service is free. Confirm the final price and any additional charges directly with the provider before the service is performed. Nothing in these Terms limits your mandatory consumer rights or excludes liability that cannot lawfully be excluded. Unless PawzPoint explicitly processes a payment in the app, payments are handled directly between you and the clinic or provider. Prices, fees, refunds, discounts, and payment disputes are the responsibility of the relevant clinic or provider. 7. No Emergency Use PawzPoint is not an emergency service. If your pet needs urgent care, contact a veterinarian, emergency clinic, or local emergency service directly. 8. Availability We try to keep PawzPoint reliable, but the service may be interrupted, delayed, or unavailable. We may update, suspend, or discontinue parts of the service at any time. 9. Intellectual Property PawzPoint, including its branding, app design, software, text, and other materials, is owned by PawzPoint or its licensors. You may not copy, modify, distribute, reverse engineer, or misuse the service except as allowed by law. 10. Limitation of Liability PawzPoint is responsible for breaches of its own legal and contractual obligations in accordance with applicable law. We do not provide or supervise the provider's veterinary or grooming service and do not guarantee its outcome, punctuality, or performance. The limitations concerning provider conduct and prices in sections 2 and 6 apply only to the extent permitted by law. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for intentional misconduct or gross negligence where applicable, or restricts your mandatory consumer rights. 11. Termination We may suspend or terminate access if you violate these Terms, create risk for the service, or use PawzPoint unlawfully. You may stop using PawzPoint at any time. 12. Privacy Our Privacy Policy explains how we collect, use, and protect information. 13. Contact Contact us at pawzpointsupport@gmail.com with questions about these Terms. For booking-system errors, account problems, or complaints about PawzPoint, contact this address and include your booking reference, provider name, scheduled date and time, and a description of the issue. Do not send passwords or payment-card details. For provider delays, treatment, service quality, or payment disputes, contact the provider directly; you may also report the issue to us. Contacting support does not itself cancel or change a booking and does not limit your right to contact a competent consumer authority, use an applicable dispute-resolution procedure, or bring a claim before a competent court. 14. Provider Cancellation Policies, Deposits, and Refunds Each provider sets its own lawful booking conditions. Before you commit to a booking or payment, the provider must clearly tell you any cancellation deadline and applicable local time, how to cancel or reschedule, any late-cancellation or no-show charge and how it is calculated, and any deposit amount, payment deadline, and whether it is credited towards the service. The provider must explain when a deposit is refundable, how to request a refund, the applicable refund timescale and method, and what happens if the provider cancels or cannot perform the service. Check the service description and any policy supplied directly by the provider. If this information is missing or unclear, ask the provider before confirming any charge or paying a deposit. Using PawzPoint does not itself create a cancellation fee or make a deposit non-refundable. Undisclosed internal rules are not automatically accepted through a booking, and policies cannot override mandatory consumer rights. Any applicable statutory withdrawal right is separate from the provider's voluntary cancellation policy. Payments and refunds for provider services are handled directly with the provider unless a separate payment arrangement is expressly disclosed. Cancelling in the app updates the booking status; it does not itself process a refund. Retain the policy and payment records and contact the provider about refund eligibility or disputed charges. You can also report misleading policies to PawzPoint support. 15. Eligibility, Listings, Reviews, and Search Results You must be at least 18 and able to enter into a binding agreement to create an account or request appointments. An adult must manage bookings for a minor. You must have authority to arrange care for the pet and provide accurate information. Providers may require additional consent before treatment. A listing, account approval, or use of PawzPoint does not certify a provider's professional qualifications, licences, insurance, or quality of care. Information may come from the provider or third-party directory sources. We do not represent that every listing has undergone independent professional verification. Check credentials relevant to the service directly with the provider or the relevant professional body. Reviews are submitted by users. An account or linked booking does not establish that a visit occurred; the current system does not independently verify attendance or each review's factual accuracy. Reviews must reflect genuine experience and comply with section 5. Report suspected fake or misleading reviews to support. Ratings are user opinions, not a PawzPoint endorsement. The clinic list uses your selected filters and search text. Where distance is available, nearer providers appear first; listings without distance follow, with names used to order listings where both lack distance. This is not a quality ranking. The current clinic list does not use paid placement. If paid or sponsored placements are introduced, they will be clearly labelled and their effect on ranking explained before use. 16. Changes to These Terms We may update these Terms to reflect changes in law, security, functionality, or how the platform operates. We will publish the version and effective date and provide a summary of material changes. For material changes, we will normally notify registered users at least 30 days before they take effect through an in-app notice or email. Where law or an urgent security need requires earlier action, we will explain the reason and notify you as soon as reasonably practicable. Changes do not retrospectively change agreed provider prices or cancellation conditions. Where fresh agreement is legally required, we will request it; mere silence is not treated as that agreement. If you do not accept a material change, you may stop using PawzPoint and request account deletion before it takes effect. Separately resolve existing bookings with the provider; deleting an account is not a substitute for cancellation. Keep a copy of the Terms and notices for your records. 17. Governing Law and Disputes These Terms are governed by Bulgarian law. This choice does not deprive consumers of protection under mandatory laws applicable in their country of habitual residence. Courts have jurisdiction as determined by applicable law; these Terms do not require exclusive proceedings in Sofia or mandatory arbitration. You may contact the support address in section 13 to seek an informal resolution. Doing so is not a condition for exercising legal rights. For provider services, contact the provider as well. Where applicable, you may complain to Bulgaria's Commission for Consumer Protection or seek assistance from a competent alternative dispute-resolution body . Eligibility and participation depend on the relevant procedure and applicable law. Your right to bring a claim before a competent court remains unaffected.