Provider terms

Last updated: July 2026 - Version 1.1

These Provider Terms (“Provider Terms”) govern your use of the Fluffifi Service Hub as a service provider. They supplement the General Terms & Conditions and, together with them, form the agreement between you and Fluffifi Ltd(company no. 15793565), registered office: 128 City Road, London, EC1V 2NX (“Fluffifi”, “we”, “us”).

You must accept these Provider Terms when creating or updating your provider profile. If you do not accept, you may not offer services on the platform.

1. Eligibility and Registration

You must be at least 18 years old and legally able to enter into binding contracts.
You must complete our identity verification (KYC) process before any of your service listings are visible to the public.
Business providers must provide a valid registered business name and address.
You must keep your provider profile information accurate and up to date at all times.
If you operate a regulated service (e.g. veterinary treatment), you must hold and maintain all necessary licences and registrations required by law.

2. Services You May Offer

You may list pet-related services you are qualified and licensed to provide. Examples include grooming, training, dog walking, boarding, pet sitting, and veterinary or nursing services (with appropriate registration). You must not:

Offer services you are not qualified, licenced, or insured to provide.
Misrepresent your qualifications, experience, or credentials.
Offer services that require a licence you do not hold (e.g. animal boarding under the Animal Welfare (Licensing of Activities Involving Animals) (England) Regulations 2018 without the relevant local authority licence).

3. Service Listings and Accuracy

Listings must accurately describe the service, pricing (inclusive of VAT where applicable), location type (at your premises, at the pet owner's address, or online), and any limitations.
You are responsible for ensuring listings comply with the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations 2008.
You must update or remove listings promptly when they are no longer available or when pricing changes.

4. Bookings and Fulfilment

You must respond to booking requests promptly and within any timeframe stated on your listing.
Once you confirm a booking, you are contractually committed to provide the service at the agreed time and place.
If you need to cancel a confirmed booking you must notify the buyer as soon as possible and, where payment has been taken, process a full refund promptly.
You may not contact buyers off-platform to redirect payment outside Fluffifi.

5. Insurance

If you provide any in-person service (whether at your premises or at the pet owner's address), you must hold and maintain adequate public liability insurance covering your activities as a pet service provider, with a minimum indemnity limit of £1,000,000 per incident (we recommend a higher limit).
You must provide your insurance details (provider name, policy number, and expiry date) during your KYC verification. Failure to maintain valid insurance may result in your account being suspended.
Fluffifi is not a party to your insurance policy and does not cover your liability to pet owners or third parties.

6. Welfare of Animals

You must comply with the Animal Welfare Act 2006 and all other applicable animal welfare legislation at all times when providing services.
You must not use aversive training methods or equipment that cause pain or distress.
You must not take on more animals than you can safely and responsibly care for given your facilities and staffing.
Any incident involving injury to an animal in your care must be reported to the owner immediately.

7. Fees and Commission

Fluffifi charges a commission on each completed booking. The commission rate depends on your subscription tier:
- Free: 15% of the booking value.
- Paw Pass: 14% of the booking value.
- Paw Pro: 13% of the booking value.
- Paw Pro+: 10% of the booking value.
Payments are processed by Stripe. Pet owners pay Fluffifi as merchant of record, and we pay you the booking value less commission through Stripe, on the payout schedule shown in your provider dashboard.
You may not charge pet owners a surcharge to recover Fluffifi's commission or any processing fees.
Subscription fees for paid tiers are payable monthly or annually in advance. If you cancel within 14 days of first subscribing, or within 14 days of an annual renewal, we will refund that payment in full. After that we do not refund unused time, except where required by law. If your plan starts with a free trial, you can cancel during the trial without charge, and you have 14 days after your first payment to cancel for a refund of the unused part of that period.

8. Tax and Reporting Obligations

You are solely responsible for accounting for and paying all taxes arising from your service income, including income tax, VAT, and National Insurance where applicable.
As a digital platform operator, Fluffifi is required to collect and report service provider information and transaction data to HMRC under the UK Digital Platform Reporting rules (SI 2023/817). By providing services on Fluffifi you consent to this reporting.
You must provide accurate information for tax-reporting purposes when requested.

9. Data Processing

In providing the Fluffifi Service Hub to you as a provider, Fluffifi processes your personal data as set out in our Privacy Notice and Data Processing Agreement. By accepting these Provider Terms you also accept those documents.

10. Keeping bookings and payments on Fluffifi (anti-circumvention)

Fluffifi introduces you to pet owners and provides the booking, payment, messaging, dispute-resolution and cover around each job. In return:

You must transact through Fluffifi for any booking, enquiry or customer relationship that originated on the platform. You must not solicit, arrange or accept payment for those services off the platform (for example by cash, bank transfer, or a third-party payment app), and you must not move a booking to another channel to avoid our commission.
You must not share personal contact details (phone number, email, messaging handles) to take a customer off the platform before a booking is confirmed, or encourage a customer to cancel an on-platform booking and pay you directly.

Taking payment off Fluffifi for work you were introduced to here removes the buyer protection, dispute resolution and cover the platform provides, and is unfair to providers who follow the rules.

Monitoring and enforcement. To protect this and to detect fraud and abuse, Fluffifi monitors platform activity - including messages and reviews exchanged through the Service Hub, and booking and cancellation patterns - as described in our Privacy Notice. Where we detect suspected off-platform circumvention we apply a graduated response: a warning, then reduced listing visibility, then suspension of your provider account, according to severity and whether it continues. You may respond or appeal at any stage by replying to the message we send you.

11. Other prohibited conduct

As a service provider, you must also not:

Solicit reviews that are not based on genuine service experiences.
Use pet owner data obtained through Fluffifi for any purpose other than providing the booked service.
Operate under a different identity than the one verified during KYC.
Create multiple provider accounts to circumvent suspensions or fee structures.

12. Suspension and Termination

We may suspend, restrict the visibility of, or terminate your provider account if you breach these Provider Terms (including the anti-circumvention section above), our General Terms & Conditions, any applicable law, or if we receive substantiated complaints about your services or conduct.
On termination, active listings will be removed and confirmed upcoming bookings must be honoured or cancelled with full refunds where payment has been taken.

13. Liability

Fluffifi acts as a booking intermediary. We are not a party to the service contract between you and the pet owner. You are fully responsible for the services you provide, their compliance with UK law, your insurance obligations, and any claims arising from pet owners or third parties.

You agree to indemnify and hold Fluffifi harmless from any claims, losses, fines, or expenses arising from your service listings, the services you provide, your conduct on the platform, or your breach of these terms.

14. Changes to These Terms

We may update these Provider Terms from time to time. We will give you at least 14 days' notice of material changes by email. Continued use of the provider features after that date constitutes acceptance of the revised terms.

15. Contact

For provider queries: support@fluffifi.co.uk