Petail Terms of Use

1. Service provider

Petail is operated and provided by ENEX, MB, legal entity code 307583569, registered office at Siladzio g. 40, LT-77111 Siauliai, Lithuania. Contact: info@enex.lt.

2. Acceptance and eligibility

By creating an account you accept these Terms. The Privacy Policy is information about data processing, not blanket consent for every use of personal data. You must be at least 18 and legally able to enter contracts, or use Petail through a lawful representative.

3. Accounts and checks

Provide accurate information, protect your credentials and report suspected account compromise. Verification badges confirm only the stated check and do not guarantee conduct, competence or future performance.

4. Marketplace role

Petail provides an online marketplace and communication environment for owners and independent carers. Unless expressly stated, ENEX, MB is not the carer's employer, agent, veterinarian or a party to the care contract. Carers must truthfully state whether they act as traders. Mandatory consumer rights cannot be waived by these Terms.

5. Requests, bookings and payments

Owners must disclose accurate health, behaviour, medication and safety information. A booking is confirmed when an offer is accepted in Petail; scope, time, place, price and special instructions form part of the booking record.

The full price of every care booking made through Petail or connected with a Petail user must be paid only through the Petail payment system. Cash, a direct bank transfer to another user, external payment apps, and every other form of off-platform payment are prohibited.

Petail charges a 15% platform commission from the booking price and allocates 85% to the carer, before the carer's own taxes or other lawfully applicable amounts. If a Petail payment temporarily fails, the parties must not pay another way; they must retry or contact Petail support. Attempting to bypass Petail payment or commission may remove booking protections and lead to feature restrictions or account suspension.

6. Cancellation and distance contracts

Cancel as early as possible in the booking flow and notify the other party. Petail currently applies no automatic monetary penalty, but may retain cancellation records for safety, disputes and reliability. A trader remains responsible for mandatory pre-contract information and any applicable withdrawal rights.

7. Welfare and emergencies

Both parties must follow the Safety and Animal Welfare Standards. Cruelty, neglect, unsafe abandonment and deliberate concealment of risk are prohibited. In an emergency, protect life and health first, contact a veterinarian or emergency services and notify the other party and Petail as soon as possible.

8. Content, reviews and moderation

Content must be lawful, accurate and privacy-respecting. Reviews are limited to participants in a completed booking and must reflect genuine experience. Petail may proportionately restrict illegal, fraudulent, abusive, privacy-invasive or unrelated content and provide reasons or redress information where required.

9. Public Petail ID and location

Owners control public Petail ID information. Publish only what is necessary to identify and return a pet. Exact carer addresses are not public; an approximate area is shown only when the carer enables map visibility.

10. Prohibited conduct and restrictions

Petail may proportionately remove content, restrict functions, suspend accounts or cooperate with competent authorities where necessary for safety, law enforcement or investigation.

• impersonation, fake checks, bookings or reviews;
• circumventing identity, capacity, safety or access limits;
• using Petail to steal, exploit, sell or harm an animal;
• unlawful collection of user data or unauthorised system access.

11. Liability, complaints and law

Each care-contract party is responsible for its own acts and information. Petail remains responsible for its own digital service to the extent required by mandatory law. Nothing excludes liability that cannot lawfully be excluded or removes statutory consumer rights.

Send complaints to info@enex.lt. Lithuanian consumers may use the State Consumer Rights Protection Authority and its VTIS system or the courts. Lithuanian law applies without removing mandatory protection available in the consumer's country of residence.

12. Changes

We will explain material changes and request acceptance of a new version when required. Acceptance records preserve the document version and time.