Terms of Service

PetBond provides pet-care services in Malta, currently including dog walking, drop-in visits, overnight sitting and extended stay care. Availability and suitability are assessed for each request.

Submitting the Request Care form does not create a confirmed booking.

PetBond first reviews the request, may require or waive a meet and greet, discusses the final care details and price, and decides whether the request is suitable. A booking exists only when PetBond explicitly approves the request after the final arrangements have been agreed with you. The usual sequence is: request, review, meet and greet where required, agreement of final details and price, approval, 50% deposit, service, then the remaining 50% after completion.

You must be legally able to make the care arrangement and authorised to arrange care for the animal and access to any relevant property. Information supplied to PetBond must be accurate, complete and kept up to date. Tell us promptly if anything important changes.

PetBond may require a meet and greet before accepting a booking, particularly for a new customer or where a pet’s needs or the proposed arrangement require discussion. Its purpose is to understand routines, behaviour, safety, access and suitability. Completing a meeting does not guarantee acceptance.

The agreed service, dates, times, duration, location and care instructions will be those confirmed for the booking. Website descriptions are general and do not guarantee availability or suitability for every pet. Any material extra work or different service must be agreed separately.

Prices shown on the website or at request stage are estimates. PetBond confirms the final price after reviewing the requested service, schedule and care needs. You will be given the opportunity to agree the final details and price before the request becomes a confirmed booking. The deposit is calculated from that agreed final price, not an earlier website estimate.

A 50% deposit becomes due once the final service details and price have been agreed and PetBond approves the booking. The remaining 50% is payable after completion of the booked service. Payment arrangements are agreed directly with PetBond and are not currently processed through the website. Submitting a Care Request does not create a deposit obligation.

• Give complete information about behaviour, medication, health and care needs, triggers, escape risks and other known hazards.
• Provide accurate access, alarm and emergency instructions where requested.
• Ensure suitable food, medication, equipment and supplies are available and safe to use.
• Ensure the pet can safely receive the agreed service and that vaccinations, identification or other legal requirements applicable to the animal are met.
• Provide an emergency contact and veterinary details when PetBond requests them before care.

Any keys, entry codes, alarms and access instructions will be agreed directly. You must be authorised to grant access and should identify relevant hazards or restrictions. PetBond will use access information only for the agreed purpose and will follow the specific handover and return arrangements made with you; these terms do not create a general key-storage procedure.

PetBond relies on honest disclosure to assess whether care can be provided safely. We may adjust, pause or stop care where an animal, person or property appears at unreasonable risk, and will try to contact you where practical. Medication or specialised care is accepted only when expressly agreed.

In an emergency, PetBond will make reasonable efforts to contact you or the emergency contact and follow agreed instructions. If immediate action appears reasonably necessary to protect an animal’s welfare, PetBond may seek appropriate veterinary assistance. Any customer responsibility for reasonable veterinary costs will depend on the circumstances, applicable law and the care arrangements agreed with you; this is not unlimited authority to incur any cost.

Ask as early as possible if you need to change a date, time, duration, location or care instruction. A requested change is subject to availability and suitability and may change the price. It is not effective until PetBond agrees it.

A Care Request can be withdrawn before approval because it is not yet a booking and no deposit is due. For a confirmed booking, cancellation more than 72 hours before its scheduled start date and time makes any deposit paid fully refundable. Cancellation within 72 hours of the scheduled start date and time is still allowed, but the 50% deposit is non-refundable. See the Cancellation Policy for details. Nothing in these terms affects statutory rights that cannot legally be excluded or limited.

PetBond may decline a request or, where reasonably necessary, cancel or stop care because of safety, welfare, inaccurate or incomplete information, unavailable access, non-payment, illness, emergency or another serious operational issue. If PetBond cancels a confirmed booking and the customer has already paid a deposit, the deposit will be refunded in full. No additional compensation entitlement is created by this term. Where practical, we will explain the next steps.

Refunds are arranged directly with PetBond and are not automated through the website. A deposit is refundable in full when the customer cancels more than 72 hours before the confirmed scheduled start, or when PetBond cancels the confirmed booking. A deposit is non-refundable when the customer cancels within 72 hours of the confirmed scheduled start, subject always to statutory rights that cannot legally be excluded or limited.

PetBond will exercise reasonable care and skill. You remain responsible for disclosing known risks and providing suitable instructions, access, equipment and supplies. To the extent legally permitted, PetBond is not responsible for loss caused by materially inaccurate, incomplete or withheld information, or by circumstances outside reasonable control that could not reasonably have been avoided.

Nothing in these terms excludes or limits liability or customer rights where doing so would be unlawful.

PetBond is not responsible for delay or failure caused by events reasonably outside its control, such as severe weather, transport disruption, public emergencies, sudden illness, unsafe conditions or loss of property access. We will take reasonable steps to communicate and reduce disruption.

Please raise a concern promptly through the communication channel used for your request or booking, quoting the relevant reference. We will review the information and try to respond fairly. This does not affect any right to use an applicable consumer dispute or court process.

PetBond handles personal information as described in the Privacy Policy.

These terms are governed by Maltese law. The Maltese courts will have jurisdiction, without depriving a consumer of any mandatory protection or right to bring proceedings available under applicable consumer law.

We may update these terms as PetBond’s services and policies develop. The version applicable to a confirmed booking should be the version provided or made available when that booking was agreed, unless a change is required by law or separately agreed.

Contact PetBond by +356 7909 0702 or through WhatsApp, and include your request or booking reference where available.