Terms and Conditions of the Alvis Online Platform

These Terms and Conditions define the rules for using the online service available at app.dog-walk.eu operated by Alvis.

You can contact Alvis via email to the address: alvis@dog-walk.eu

Terms and Conditions – this document outlining the rules for using the Alvis Platform.

Platform – the online platform available at app.dog-walk.eu/login, through which the User can access the offered Services.

Alvis – a limited liability company with its registered office in Gdańsk, ul. Ogarna 117/118, apt. 2, 80-826, entered into the National Court Register under number 0000797420, NIP 9571117734, REGON 384010073.

Price List – a list presenting the scope of fees related to the provision of Care Services.

User – any person using the Platform, either as a Client or a Caregiver.

Account – an individual user profile within the Platform, enabling, among other things, data storage, posting reviews, and access to the Platform’s features.

Owner/Client – a person seeking pet care who uses the Alvis Platform to find a Caregiver.

Caregiver – a user registered on the Platform, a natural person offering Pet Care Services and holding an active Caregiver Account.

Application – a listing representing an offer to provide Pet Care Services, submitted by a Caregiver.

Profile – the public portion of the Caregiver’s and/or Client’s Account, containing information about the user’s experience, qualifications, and preferences.

Service – all electronic services provided by Alvis within the Platform, including Account registration, posting listings, and entering into Care Agreements.

Care Service – a general term for services involving pet care, including Petsitting, Dog Walking, and In-Home Client Care.

Petsitting Service – a paid service involving pet care at the Caregiver’s place of residence.

Dog Walking Service – a service consisting of walking pets at scheduled times.

In-Home Client Care Service – a service performed at the Client’s residence, involving the care of their pets.

Intermediation Service – a service that facilitates contact between the Client and the Caregiver for the purpose of entering into a Care Agreement.

Order – a completed and submitted form by the Client, constituting an offer to enter into a Care Agreement.

Service Fee/Commission – the commission charged by Alvis for providing Intermediation Services when a Care Agreement is concluded through the Platform.

Payment Provider – Stripe Payments Europe Ltd., based in Dublin, Ireland, handling payments made through the Platform.

Content – all materials such as texts, photos, videos, opinions, reviews, and other data published or submitted by Users on the Platform.

Care Agreement – a paid agreement between the Caregiver and the Client regarding the provision of Care Services.

Remuneration – the amount due to the Caregiver for performing the Care Service, reduced by the amount of the Commission.

All definitions used in the singular also apply to the plural and vice versa, depending on the context.

1. By registering on the Platform, the User confirms that they have read the Terms and Conditions and the Privacy Policy available at: https://dog-walk.pl/polityka_prywatnosci, and accepts their content.

2. By using the Platform, the User agrees to:

• comply with applicable laws and the rules set out in the Terms and Conditions
• use the Platform solely in accordance with its intended purpose
• refrain from any actions that could disrupt the operation of the Platform or violate the rights of other Users

3. The User may not, within the Platform:

• post content that is illegal, promotes violence, hatred, pornography, drugs, weapons, or other actions contrary to good morals
• publish content that is offensive to others, contains vulgar language, or infringes on the rights of third parties, including copyright
• use the Platform to promote other platforms, products, or services without Alvis’s consent
• provide false information in their Profile or during registration
• attempt to bypass the Platform in order to conclude a service agreement outside of it
• arrange care for dangerous animals or those with a history of aggression without explicit consent and prior notification to Alvis

4. Alvis reserves the right to monitor User activity to ensure compliance with the Terms and Conditions. In the event of violations of the rules, laws, or ethical standards, Alvis may take appropriate actions, including temporary or permanent suspension of the Account.

5. The User is obliged to promptly report to Alvis any violations of the law, the Terms and Conditions, or third-party rights that they observe while using the Platform.

6. To use the Platform, the User must create an active Account by completing the registration process. Registration is free of charge and can only be done through the Platform.

7. During registration, the User is required to:

• complete the registration form by providing all required information
• provide accurate and truthful information necessary to create the Account

8. Failure to provide the required information will prevent the completion of the registration process and the creation of an Account.

9. After completing the form, the User will receive an email at the provided address containing instructions for confirming the registration. Confirmation of registration by the User is a condition for Account activation. Upon Account activation, an agreement is concluded between the User and Alvis for an indefinite period, allowing the User to use the Platform’s services.

10. The User is obliged to:

• update their Account information in case of any changes
• use only one Account assigned to the role of either Owner or Caregiver

11. Alvis reserves the right to:

• suspend or delete additional User Accounts if multiple accounts are detected
• take action in case of suspected identity fraud or interference with the operation of the Platform

12. Contact regarding data verification or other matters may take place via email, phone calls, or other available forms of communication.

13. In case of loss of access to the Account, the User may use the password recovery procedure via the email address provided during registration.

14. The User may delete their Account at any time. After deletion, the User’s data will be stored in the Alvis database for the period specified in the Privacy Policy.

15. If the User deletes their Account during the term of a Care Agreement, the agreement will be terminated only after the completion of the respective Service.

16. The User is responsible for maintaining the security of their Account, including protecting login credentials from access by third parties. Alvis is not liable for the consequences of actions resulting from the disclosure of login information to unauthorized persons.

17. Alvis is not liable for interruptions in the operation of the Platform caused by factors beyond its control, such as technical failures, actions of third parties, or unforeseen events.

1. The Owner places an Order through the Alvis system, specifying the requirements for the Care Service. The system presents available Caregivers who meet the indicated criteria. The Owner may accept the selected Caregiver or reject the proposal and make a new selection.

2. The cost of Care Services depends on selected parameters such as the type of service, its duration, the number of animals, and the number of walks. All prices are gross prices. The User acknowledges that the price for the Care Service includes both the Caregiver’s remuneration and the Service Fee for the Alvis platform. Additionally, a Payment Provider Fee is added to the Care Service price, the amount of which depends on the payment method chosen by the User. Details of this fee are presented to the User before finalizing the order.

3. The Care Agreement is concluded at the moment the Owner makes a payment to the Caregiver via the Alvis system.

4. When ordering a Dog Walking Service or In-Home Client Care Service, the Owner agrees to grant the Caregiver access to their place of residence where the service is to be provided. In the case of a Petsitting Service, the Owner agrees to entrust the pet to the Caregiver’s place of residence.

5. Any changes to the start date or time of the Service may only be made with the consent of both parties – the Owner and the Caregiver.

6. For bookings made through our Platform, you do not have a right to cancel the booking under the EU consumer protection laws after payment, because the services concern leisure or care activities scheduled on specific dates. You may cancel under our internal policy as outlined, but statutory withdrawal rights do not apply.

Cancellation policy:

• Petsitting Services:

Cancellation 3 days before the start: full refund.
Cancellation less than 3 days before the start: 50% refund for the first 7 days of the Petsitting Service and 100% refund for the remaining days.

• Dog Walking, Home Visits, and In-Home Client Care Services:

Cancellation 24 hours before the start: full refund.
Cancellation less than 24 hours before the start: no refund for the first day of the Service.

If the Service has started but ends earlier than planned for reasons not caused by the Caregiver, its cost will not be recalculated or partially refunded.

In exceptional situations, such as a sudden deterioration in the health of the Caregiver or the pet, Alvis commits to assisting in finding an alternative solution, if possible.

7. By placing an Order for a Care Service with specified dates, the Owner acknowledges that the statutory 14-day right of withdrawal (cooling-off period) may not apply, as the service is scheduled to be performed on specific dates. The above cancellation policy will govern any changes or cancellations to the booking.

8. The Owner bears full responsibility for any damage caused by the animal during the provision of the Care Service, unless such damage results from the Caregiver’s negligence.

9. The Owner is required to provide the Caregiver with all items necessary for caring for the animal, such as a leash, bowls, food, bedding, toys, or medication. If these items are damaged by the animal or due to their poor technical condition, the Caregiver is not held responsible. It is recommended that the Owner does not hand over items of high material or sentimental value, as the Caregiver is not liable for any loss or damage to such items.

10. By starting the provision of the Care Service, the Caregiver assumes full responsibility for the animal from the moment it is handed over until it is returned to the Owner. The Caregiver commits to treating the animal individually, taking into account its needs, emotions, and the routine specified by the Owner. The Caregiver ensures an environment free from stress and noise and uses methods based on positive reinforcement, avoiding aversive techniques such as deterrent sprays or electric collars.

11. The Caregiver is responsible for monitoring the animal’s health and responding to any signs of illness or discomfort. If the animal requires veterinary care during the provision of the Care Service, all treatment-related costs are covered by the Owner. The Caregiver is obliged to promptly inform the Owner and Alvis about the need for veterinary intervention, and if it is not possible to reach the Owner, the Caregiver has the right to independently decide to seek veterinary assistance. The Owner agrees to cover all reasonable expenses related to the animal’s treatment. Reimbursement of these costs is made based on invoices or other documents provided by the Caregiver confirming the expenses.

12. In the event that the animal requires urgent medical care, the Owner authorizes the attending veterinarian to provide the animal’s medical records to the Caregiver. Such documentation is essential for taking appropriate actions to ensure the best possible healthcare for the animal.

13. The Caregiver agrees to provide the animal with continuous care throughout the duration of the Care Service. The animal should not be left unsupervised for longer than the period specified by the Owner in the order. In the case of animals suffering from separation anxiety, the Caregiver commits to not leaving them alone at any time during the Care Service, in accordance with the Owner’s instructions.

14. If, during the provision of the Care Service, essential items for the animal—such as food, litter, medication, or other accessories—run out, the Caregiver is obliged to promptly inform the Owner of the situation. After agreeing with the Owner, the Caregiver may purchase the missing items, and the Owner agrees to fully cover the related expenses. Reimbursement will be made based on receipts or invoices provided by the Caregiver, and the agreed amount may be paid directly to the Caregiver or through Alvis, depending on the parties’ preference.

15. In the event of a delay in picking up the animal, the Owner is obliged to inform Alvis about their inability to collect the animal. If it is not possible to contact the Owner (or their emergency contact) for more than 24 hours, the Caregiver reserves the right to place the animal in a safe location (e.g., a pet hotel or shelter). The Owner agrees to the sharing of their contact information to ensure continued care for the animal. The Caregiver will promptly inform the Owner of the actions taken and provide the address where the animal is located.

Failure to pick up a pet (effectively abandoning the animal) is illegal and considered animal abuse under applicable law, which can lead to criminal penalties including fines and imprisonment. Alvis and the Caregiver will treat an uncollected pet as an abandoned animal and take appropriate action to ensure its welfare, which may involve contacting authorities or placing the pet in a safe shelter at the Owner’s expense.

16. If the Owner fails to pick up their animal from the Caregiver within the timeframe specified in the Order, the Owner may be charged additional fees for each additional day.

17. The Caregiver has the right to refuse to provide the Care Service if:

• the animal’s behavior (e.g., aggression) differs from what was declared by the Owner
• the animal’s health condition requires specialized care that the Caregiver is not able to provide

18. In emergency situations, such as a sudden deterioration in the Caregiver’s health or unforeseen events (e.g., natural disasters, transportation failures), Alvis will make every effort to find an alternative Caregiver and ensure continuity of the Care Service. If no available Caregiver can be found, Alvis does not guarantee a solution but commits to informing the Owner of the situation and proposing further steps.

19. The Caregiver and the Owner should promptly inform Alvis of any difficulties in the provision of the Care Service.

20. The conclusion of the Care Agreement and any subsequent modifications must be carried out exclusively through the Alvis platform. Offering or entering into agreements outside the Alvis system is prohibited and may result in the User’s Account being blocked.

1. The Platform uses a Payment Provider that ensures the highest standards of financial security, in compliance with applicable legal regulations.

2. Using the payment services available on the Platform requires entering into a separate legal relationship with the Payment Service Provider and accepting its terms and conditions, available at: https://stripe.com/nl/legal/ssa. Alvis is not a party to this relationship and does not interfere with its content or the manner in which it is executed. The Platform is not responsible for any irregularities in the provision of payment services by the external provider.

3. The Care Service constitutes a transaction made directly between the Owner and the Caregiver. Alvis acts solely as an intermediary, whose role is to connect both parties and provide the infrastructure necessary to carry out the transaction as part of the Intermediation Service.

4. Payment for the Care Service is made using the available payment methods via Stripe and must be completed through the Alvis system before the Care Service begins.

5. Funds from Payments are transferred to a dedicated account of the Payment Provider, which is used in accordance with the terms of cooperation and the intended use of the funds, as specified in the agreements and legal regulations. Alvis is entitled to deduct the Commission before transferring the funds to the Caregiver.

6. After the Owner places an Order and the Caregiver accepts it, the Owner is required to pay the full Fee for the requested Care Service. Once the Care Service is completed, the Remuneration Amount appears in the Caregiver’s dashboard as available for withdrawal after the payment is processed by the Payment Provider (1–7 business days). The Caregiver must initiate the withdrawal by clicking the appropriate option in the dashboard. After this action, the Remuneration is transferred to the Caregiver’s designated bank account.

7. The Platform does not provide payment services, does not participate directly in the execution of payments, and is not responsible for the data provided by Users in connection with payments, to the extent permitted by applicable law.

1. By entering into the Care Agreement, the Owner declares that:

• The animal for which the Care Services are ordered belongs to the Owner and is under their legal care.
• The animal is free from parasites (fleas, ticks) and other pests. If any are present, the Owner is obliged to inform the Caregiver before the Care Service begins. The Caregiver has the right to refuse such an animal.
• The animal has all required vaccinations, including a valid rabies vaccination, and the necessary documentation has been provided to the Caregiver.
• The animal has been handed over to the Caregiver clean and properly groomed (bathed, brushed, nails trimmed).
• The Owner has provided the Caregiver with all necessary items and accessories for the animal, such as a leash, food, bedding, toys, medications, and detailed instructions for their use.
• The Owner has designated a contact person who, in the event the Owner cannot be reached, can provide information about the animal and pick it up from the Caregiver. This person has agreed to share their contact information and to collect the animal.

2. The Owner declares that they have provided complete and accurate information about the animal, including:

• health condition (including illnesses, allergies, chronic diseases)
• medications, supplements, and how they should be administered
• details regarding socialization, behavior, favorite activities, and preferences
• diet (type of food, number of meals, portion sizes, feeding times)
• physical activity (length of walks, favorite places, types of play)
• hygiene, sleep, and rest preferences
• other relevant information, such as rehabilitation needs or specialized grooming treatments

3. The Owner also agrees to:

• provide all essential information about the animal via their account on the Platform
• cover all veterinary treatment costs if the need arises during the Care Service
• bear full responsibility for the animal’s behavior, including any damage, claims, or injuries caused by the animal, unless they result from the Caregiver’s negligence

4. If the Owner withholds information about the animal’s health or behavior, resulting in:

• the Caregiver accepting a Care Service they are not qualified to perform
• a situation that poses a risk to the health or life of the Caregiver, the animal, other animals, or third parties

the animal may be transferred to another Caregiver with the appropriate qualifications (with the Owner’s consent).

5. If the Owner provides false information about the animal, they bear full responsibility for any resulting damages, including health-related or material losses.

6. The Owner agrees that the Caregiver may take photos of the animal during the provision of the Care Service for the purpose of reporting on the care process and documenting the conditions in which the animal is staying. The Owner also consents to the use of such Content by Alvis for promotional purposes, including publication on social media, in accordance with applicable laws.

7. The Owner agrees to the transfer of their personal data to the Caregiver to the extent necessary for the provision of the Care Service, as well as, if needed, to relevant authorities or third parties (e.g., a veterinarian) in order to ensure the safety and proper care of the animal.

8. Owners must ensure their pet meets any legal requirements (such as having a microchip, registration, and vaccinations) and that any necessary licenses or fees (like dog ownership taxes) are in order.

1. The Caregiver confirms that they are of legal age and have full legal capacity.

2. Caregivers act on their own behalf and at their own risk, providing services directly to clients. The Caregiver acknowledges that during the provision of Care Services, they bear full responsibility for the safety and health of the animal.

3. The Caregiver declares that:

• they have no prior criminal record, particularly for animal abuse
• they are in good health and do not suffer from any conditions that would prevent them from caring for animals

4. Every Caregiver must complete a verification process, which includes online training, a test, and practical training with a mentor. This training is free of charge and organized by Alvis.

5. The Caregiver agrees to provide proper care services in accordance with Alvis platform rules and generally accepted animal welfare standards, including in particular:

• following the guidelines for interacting with the animal
• ensuring the animal’s proper care, health, and safety
• adjusting the animal’s activity, play, and exercise to its individual needs and prior arrangements with the Owner
• immediately reporting to the Owner and Alvis any signs of illness or abnormal behavior observed during the Service
• responsibly storing the Owner’s apartment keys without passing them to third parties or making copies
• avoiding walking the animal in areas where dogs are prohibited, such as school fields, playgrounds, sandboxes, beaches, or swimming areas
• informing the Owner and Alvis about the animal’s health in the event of any incidents, such as injuries, bites, illness, or death
• refraining from using aggressive stimuli or force-based methods toward the animal

6. If a dog is classified as aggressive or requires a muzzle according to applicable law or local regulations, the Caregiver must walk the dog using a muzzle provided by the Owner.

7. The Caregiver may entrust the care of the animal to a third party only after obtaining consent from both the Owner and Alvis. Information about this person, including their full name, must be included in the Caregiver’s Profile. In such cases, the Caregiver is responsible for the actions of that person as if they were their own.

8. The Caregiver must not:

• use vulgar language in the presence of the Owner or during the Service, insult the animal, the Owner, or other individuals, regardless of how the Owner expresses themselves
• comment on, judge, or engage in discussions about other Owners or Caregivers
• smoke cigarettes in the presence of the Owner, before meeting with them, or during the provision of the Care Service
• consume alcohol or use drugs at least 10 hours before and during the Care Service
• allow third parties into the Owner’s home without the Owner’s prior consent
• use the Owner’s personal data or information about their property for purposes other than providing the Care Service

9. The Caregiver must not let the dog off the leash during the provision of the Care Service, unless the Owner has explicitly indicated this permission in the Order.

10. The Caregiver agrees to send a report after completing each Care Service. The report should include:

• a GPS-tracked route of the walk
• photos of the animal taken during the Service
• a brief summary of the care provided, including the animal’s behavior, activity level, and any comments regarding its health or well-being

11. The Caregiver is required to include only up-to-date, accurate, and truthful information in their Profile. By creating an Account, the Caregiver declares that all provided data, including their name, surname, and contact details, are true and correct.


12. The Caregiver’s Profile must not contain:

• outdated or false information
• content that may mislead others
• offensive or vulgar language
• contact details (phone number, email address, links to websites) that enable direct contact with the Caregiver outside the Alvis platform

13. Alvis reserves the right to temporarily or permanently suspend the Caregiver’s Profile in the event of a violation of the Terms and Conditions, including providing false information or posting offensive content.

14. In the event of any changes to the information related to the verification process, the Caregiver is obliged to update it promptly within their Account.

15. If, due to the Caregiver’s fault, the Owner’s property is damaged, the Caregiver bears full responsibility for the resulting damages in accordance with the laws in force in the Republic of Poland.

16. The Caregiver agrees that Alvis may share their personal data with the Owner to the extent necessary for the provision of the Care Service and in other situations required to deliver the service, including ensuring the animal’s safety. Alvis may also disclose the Caregiver’s personal data to relevant authorities or third parties in order to protect the health and safety of the animal or when legally required, as well as to law enforcement authorities upon request, in accordance with applicable legal regulations.

17. The Caregiver agrees that the Platform may issue invoices on their behalf and in their name. The Platform reserves the right to self-billing in connection with payments related to remuneration for the Care Services provided. Issued invoices will be available within the Platform system, and copies may also be sent electronically to the Caregiver’s email address.

18. The Platform may suggest remuneration rates for Caregivers, but the final decision to accept them rests with the Caregiver. By accepting an assignment, the Caregiver agrees to the compensation specified in the offer.

19. Caregivers are not required to accept a specific number of assignments or to provide services at specific times. Each assignment is accepted on a voluntary basis.

20. In the case of a complaint, the Caregiver agrees to:

• refund the Client if the complaint is found to be valid and the service was performed in violation of the Terms or the Client’s clearly defined expectations, as specified in the Order or in written form
• accept a correction to the payout amount if the Client’s complaint is accepted before the funds are disbursed
• refund the Client after the payout has been made. If the complaint is deemed justified after the Caregiver has received the funds, the Caregiver agrees to return the appropriate amount directly to the Client, in accordance with the Platform’s decision
• cooperate with the Platform in resolving Client complaints and provide required evidence (e.g. photos, reports, communication)
• accept the Platform’s final decision if the Client and Caregiver are unable to reach an agreement regarding the complaint

21. The Caregiver may not provide services directly to Alvis platform clients outside the Platform.

22. The Caregiver agrees not to engage in lobbying or take any actions that are contrary to the interests of the Alvis platform.

23. Caregivers provide their services as independent contractors (self-employed persons or in another legally compliant manner) and are solely responsible for meeting any of their own legal and tax obligations.

24. If the Caregiver commits a serious violation of the Platform’s rules, such as causing harm to the animal, the Owner, or the Alvis platform, the Platform reserves the right to block the Caregiver’s Account without the possibility of reinstatement.

1. The Platform is not liable for:

• the quality and manner of providing Care Services, including animal feeding, care of the animals, care of the Owner’s home, or any items left in it;
• the safety of animals under the care of Caregivers;
• the health and life of Caregivers, including any injuries occurring during the performance of the Care Service;
• interactions between Users;
• the truthfulness of statements made by Users and their past conduct;
• the validity of animal vaccinations required by law;
• decisions made by Users in connection with the performance of Care Services;
• the proper settlement of taxes by Caregivers in relation to the remuneration received.

2. The platform does not provide direct services related to animal care and is not a party to the Care Agreements. These agreements are concluded solely between the Owner and the Caregiver, and all obligations arising from their execution lie with the parties to the agreement.

3. Using the platform does not create an employment relationship or a civil law relationship (e.g. a mandate contract) between the platform and the caregiver.

4. The platform ensures the quality standards of the services provided and cares about the safety of animals and clients. Therefore, access to the platform is granted only to caregivers who:

• Complete the required initial training and successfully pass the verification process.
• Accept the terms of cooperation specified in the regulations.

5. The platform may limit the registration of new caregivers depending on the demand in a given region. If the number of active caregivers in a particular city or area is sufficient, the registration of new users may be temporarily suspended.

6. Alvis bears no responsibility toward Users for the Care Services. In the event of a dispute between the Owner and the Caregiver, Alvis may undertake mediation efforts but does not guarantee resolution of the conflict.

1. In the interest of system security and fairness to all users, it is prohibited to establish direct cooperation between the Client and the Caregiver outside the ALVIS Platform if their initial contact was made through the Platform.

2. The Client and the Caregiver agree not to propose or engage in direct cooperation outside the ALVIS Platform.

3. The Client is not entitled to propose cooperation to the Caregiver outside the ALVIS Platform. If such a proposal is received, the Caregiver has the right to refuse and inform the Platform, providing appropriate evidence (e.g. SMS, email, screenshot). The Client’s account may be blocked.

4. Clients and Caregivers who have started working together through the ALVIS Platform agree not to enter into direct cooperation outside the Platform for a period of 12 months from the date of the last service completed via ALVIS.

5. In the event of a violation of the above restriction and confirmation of such cooperation (based on, for example, messages, bank transfers, advertisements), both the Client and the Caregiver agree to pay a contractual penalty of €5000 – each – to the ALVIS Platform.

6. Contacting a Caregiver solely to discuss availability and place an order via the ALVIS Platform is not considered an attempt to circumvent the Platform.

7. The above provisions are intended to protect the fair operation of the Platform and ensure equal terms for all users. ALVIS reserves the right to block the account of any person who violates these rules.

1. Alvis holds full intellectual property rights to the Platform and all its components. Use of the Service in a manner inconsistent with the Terms and Conditions or applicable law is prohibited and may result in the User being held liable to Alvis.

2. Upon posting User Content on the Service or making it available to Alvis, the User declares that:

• they hold full rights, including economic copyrights, to the posted Content and guarantee that its use by Alvis will not infringe the rights of third parties;
• the posted Content does not violate any proprietary or personal rights of third parties, and that any obligations towards third parties related to the Content have been settled;
• in the event of claims by third parties arising from the infringement of their rights through the posted Content, the User undertakes to cover all costs incurred by Alvis, including any damages and other liabilities.

3. By posting Content on the Platform, the User grants Alvis a free, non-exclusive, territorially unlimited license for the duration of the Agreement, with the possibility of extension, covering the following fields of exploitation:

• use of the Content on the Platform, in mobile applications, and on websites cooperating with Alvis;
• use of the Content in promotional, advertising, and informational materials;
• sharing the Content in any form, enabling access to it at a time and place chosen by users (e.g., on the Internet);
• developing and modifying the Content, including using such developments and making them available in the course of Service delivery.

4. Trademarks, logos, and other identifiers used on the Platform are the property of Alvis or its partners and may not be used by Users without Alvis’s explicit consent.

5. The User may not attempt to decompile, reverse engineer, or otherwise interfere with the technical aspects of the Platform.

6. Alvis’s copyright protection applies to both content published on the Platform and all promotional, visual, and informational materials related to the Service’s operations.

7. The User bears full responsibility for any content they share on the Platform and undertakes to ensure compliance with applicable law and the Terms of Service.

8. Alvis is not responsible for Content posted by Users on the Platform, but reserves the right to moderate or remove it in case of violations.

9. Alvis reserves the right to remove User Content that violates intellectual property rights, legal regulations, or the rules of the Terms of Service, without prior notice to the User.

10. In the event of a violation of Alvis’s intellectual property rights by the User, the Service reserves the right to seek compensation, including for financial losses and damage to the company’s reputation.

Complaints regarding services provided by the Alvis platform
1. Complaints related to the functioning of the Alvis platform (e.g. technical errors, problems with account access, incorrect charges) may be submitted within 14 days from the date the issue occurred.

2. The complaint should be sent to the email address: alvis@dog-walk.eu and include a detailed description of the problem along with any available evidence.

3. The Alvis platform undertakes to review the complaint within 7 business days from the date of submission.

4. If the complaint is deemed justified, the platform will take appropriate corrective actions, such as:

• Restoring the platform’s technical functionality
• Correcting erroneous data
• Refunding incorrectly charged fees

Complaints related to Care Services
1. Complaints regarding the quality of Care Services (e.g. improper performance of the service, lack of contact from the caregiver, violation of the terms of the agreement) should be submitted within 14 days from the date the service was completed.
The platform requests that any issues be reported as soon as possible, preferably within 3 business days from the end of the service, to allow for faster resolution.

2. The complaint should be sent to the following email address: alvis@dog-walk.eu and must include:

• A detailed description of the issue
• Evidence confirming improper performance of the service by the caregiver (e.g. photos, camera recordings, correspondence, etc.)

3. The client is first required to contact the caregiver to clarify the situation and attempt to resolve the issue.

4. If the client and the caregiver are unable to reach an agreement within 24 hours, the Alvis platform will act as a mediator and review the complaint based on the provided evidence.

5. The platform’s decision regarding care service complaints is binding under the terms of service. In the event of a dispute that cannot be resolved within the platform, the client or caregiver may refer the matter to the appropriate authorities.