Terms of Service

1. What Pawnest is

Pawnest ("Pawnest", "we", "us") is an online platform in Egypt that connects pet owners ("Owners") with independent, verified hosts ("Nesters") who offer pet care: boarding, daycare, dog walking, drop-in visits and house sitting.

Nesters are independent people, not our employees or agents. Pawnest does not provide pet care itself. The care agreement for each booking is between the Owner and the Nester; Pawnest provides the platform, the verification process and support.

2. Your account

• You must be at least 18 years old to use Pawnest.
• Sign-up uses your mobile number and a one-time code. Give us accurate information and keep it up to date.
• One person, one account. Don't share your account or let someone else use it.
• You are responsible for what happens under your account. Tell us straight away if you think someone else has access to it.

3. How Nesters are verified

Before a Nester can accept bookings, they complete our verification: an identity check, a live video interview that includes a tour of their home, a pet-care knowledge test and a safety check of the space where pets stay. Verification is renewed every year, and we may ask for additional documents at any time.

Verification lowers risk, but it is not a guarantee of how any person will behave. Owners should still read listings and reviews, share full information about their pet and use the reporting tools if anything feels wrong.

4. Bookings

• An Owner sends a booking request for a specific service, dates and pet. A request is not confirmed until the Nester accepts it.
• A Nester has up to 24 hours to accept (or until the stay starts, if sooner). Requests that are not accepted in time expire.
• Prices are set by each Nester and shown before you send a request. The total is calculated by Pawnest from the Nester's price and the number of nights, days or visits.
• For walks, drop-in visits and house sitting, the Owner gives their home address with the request. The Nester sees it only after accepting.
• Pawnest keeps a platform fee of 18% of the booking price from the Nester's earnings. Owners are not charged a separate service fee.

5. Payments

How and when you pay for a booking is shown before you confirm it. Never pay a Nester, or accept payment from an Owner, outside Pawnest. Anyone who asks you to do so is breaking these terms; please report them.

6. Cancellations

Each listing shows one of three cancellation policies, which applies to bookings made on it:

• Flexible: full refund if the Owner cancels at least 24 hours before the booking starts.
• Moderate: full refund if the Owner cancels at least 7 days before the start; 50% refund within 7 days.
• Strict: 50% refund if the Owner cancels at least 14 days before the start; no refund after that.
• If a Nester cancels a confirmed booking, the Owner gets a full refund. Repeated cancellations by a Nester can lead to their listing being suspended.
• Pawnest may cancel a booking for safety reasons or if these terms are broken.

7. What we expect from Owners

• Describe your pet honestly, including health conditions, medication, behaviour (such as aggression or anxiety) and anything the Nester needs to know.
• Keep your pet's vaccinations up to date and share records when asked.
• Be reachable during the booking, and give an emergency contact if you can't be.
• You remain responsible for your pet, including veterinary costs for conditions that existed before the booking.

8. What we expect from Nesters

• Care for each pet as described in your listing and the booking, and keep it safe at all times.
• Do not pass a booking to anyone else or bring pets to a different place than the one verified.
• Keep the Owner informed and contact them, and a vet if needed, as soon as anything goes wrong.
• For walks and drop-in visits, check in and out on Pawnest at each visit.
• Keep your home as it was when verified, and tell us about any change that affects pets (for example, new animals at home).

9. Reviews and content

• After a completed booking, the Owner and the Nester can review each other within 14 days.
• Reviews stay hidden until both have reviewed, or until the review period ends, so neither side can respond to the other's review before writing their own.
• Reviews must be honest and about the booking. We may remove content that is false, abusive, discriminatory, shares someone's personal information, or breaks the law.
• You keep ownership of what you post, and you allow Pawnest to show it on the platform.

10. Safety, reporting and blocking

You can report a Nester from their listing, or the other person from any booking. Our team reviews every report. The person you report is not told who reported them. You can also block someone: blocked people can't book with each other or see each other's listing.

In an emergency, contact the police (122) or emergency services first, then tell us.

• Not allowed: harassment, threats, discrimination, fraud, fake profiles, asking for payment outside Pawnest, mistreating animals, or using Pawnest for anything illegal.

11. Suspension and account deletion

We may suspend or close accounts that break these terms or put people or pets at risk.

You can delete your account at any time from Account settings, once you have no booking that is requested, confirmed or in progress. Deleting your account erases your personal details; past bookings and reviews remain, shown as "Deleted user", so the other person keeps their history. Our Privacy Policy explains what is kept.

12. Responsibility and liability

Pawnest is a platform: Owners and Nesters are each responsible for their own actions and for the care agreement between them. We work to verify Nesters and to respond to reports, but we cannot control what happens during a booking.

To the extent Egyptian law allows, Pawnest is not liable for indirect losses or for harm caused by an Owner, a Nester or a pet. Nothing in these terms limits any liability that cannot be limited under Egyptian law.

If something goes wrong during a booking, report it through Pawnest as soon as possible so we can help.

13. Changes to these terms

We may update these terms as Pawnest grows. We'll change the date at the top and, for important changes, let you know before they apply. If you keep using Pawnest after that, the updated terms apply.

14. Governing law

These terms are governed by the laws of the Arab Republic of Egypt. Disputes will be handled by the competent courts of Cairo, after first trying to resolve them with us directly.

15. Contact

Questions about these terms? Reach us through the Contact page. A dedicated email address for legal questions is coming soon.