Terms of Service
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1. Acceptance of Terms
All UsersThese Terms of Service ("Terms") constitute a legally binding agreement between you ("User" or "you") and wuffle, LLC, a Delaware limited liability company ("wuffle," "we," "us," or "our"). These Terms govern your use of getwuffle.com, the wuffle mobile application, other Internet sites on which these Terms are posted, any of wuffle's web products (including any web applications that you may access or launch through our website or any other wuffle products), and any wuffle software, which are copyrighted works belonging to wuffle, and products and services we provide through them (collectively, the website, mobile application, web applications, software, systems and other products and services accessed through the website, mobile application and software, referred to as our "Platform"). By creating an account on the Platform, you agree to be bound by these Terms of Service. Certain features of the Platform may be subject to additional guidelines, terms, or rules, which will be posted on the Platform in connection with such features. All such additional terms, guidelines, and rules are incorporated by reference into these Terms.
Users of the wuffle platform are either Pet Owners or Pet Concierges, as those terms are defined in Section 3. Certain provisions of these Terms apply only to Pet Owners, only to Pet Concierges, or to both, as indicated in the relevant sections. To be eligible to become a Pet Concierge, you must also possess a valid driver's license and be legally authorized to work in the United States.
In the event of any conflict between these Terms and any separate Independent Contractor Agreement you have signed with wuffle, the Independent Contractor Agreement shall control with respect to compensation, liability, intellectual property, and termination. These Terms shall control with respect to platform conduct standards and use policies.
THESE TERMS REQUIRE THE USE OF ARBITRATION (SEE SECTION 14 — "DISPUTE RESOLUTION") ON AN INDIVIDUAL BASIS TO RESOLVE DISPUTES, RATHER THAN JURY TRIALS OR CLASS ACTIONS, AND ALSO LIMIT THE REMEDIES AVAILABLE TO YOU IN THE EVENT OF A DISPUTE. UNLESS YOU OPT OUT OF THE ARBITRATION AGREEMENT AS DESCRIBED IN SECTION 14: (1) YOU MAY PURSUE CLAIMS AND SEEK RELIEF AGAINST US ONLY ON AN INDIVIDUAL BASIS, NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY CLASS OR REPRESENTATIVE ACTION OR PROCEEDING; AND (2) YOU WAIVE YOUR RIGHT TO SEEK RELIEF IN A COURT OF LAW AND TO HAVE A JURY TRIAL ON YOUR CLAIMS.
THESE TERMS SET FORTH THE LEGALLY BINDING TERMS THAT GOVERN YOUR USE, AND/OR VISITATION, OF THE PLATFORM. BY ACCESSING OR USING THE PLATFORM OR OTHERWISE INDICATING YOUR ACCEPTANCE (OR BY CLICKING TO ACCEPT OR AGREE TO THE TERMS WHEN THIS OPTION IS MADE AVAILABLE TO YOU) YOU ARE ACCEPTING THESE TERMS AND OUR PRIVACY POLICY, FOUND AT getwuffle.com/privacy, INCORPORATED HEREIN BY REFERENCE (ON BEHALF OF YOURSELF OR THE ENTITY THAT YOU REPRESENT), AND YOU REPRESENT AND WARRANT THAT YOU (1) HAVE READ, UNDERSTAND, AND AGREE TO BE BOUND BY THESE TERMS AND (2) YOU HAVE THE RIGHT, AUTHORITY, AND CAPACITY TO ENTER INTO THESE TERMS (ON BEHALF OF YOURSELF OR THE ENTITY THAT YOU REPRESENT). IF YOU DO NOT WANT TO AGREE TO THESE TERMS OR THE PRIVACY POLICY, OR IF YOU DO NOT AGREE WITH ALL OF THE PROVISIONS OF THESE TERMS, DO NOT ACCESS AND/OR USE THE PLATFORM. YOU MUST BE AT LEAST 18 YEARS OF AGE TO ACCESS AND/OR USE THE PLATFORM.
wuffle may modify these Terms at any time by updating this posting. Non-material changes are effective when posted and apply to all access to and use of the Platform thereafter. Material changes to these Terms will be provided to you by email or through a prominent notice on the Platform at least thirty (30) days before they take effect. Your continued use of the Platform after the effective date of a material change, and continued use of our Platform following any non-material changes, shall indicate your acknowledgement of such changes and agreement to be bound by revised Terms.
2. Use of Platform Content
All UsersThe content contained on the Platform, such as text, graphics, images, audio, videos and other material, as well as the domain names, tagline, organization and user look and feel (collectively, the "Content"), is protected by copyright, trademark and other such laws in the United States and foreign countries, and is owned or controlled by wuffle or by third parties that have licensed their Content to wuffle. By using the Platform, you acknowledge that all the intellectual property rights, including copyrights, patents, trademarks, and trade secrets, in the Platform and its content are owned by wuffle. The Company name, the mark "safe travels. happy tails.", the Company logo, and all related names, terms, logos, product and service names, designs, and slogans are trademarks of wuffle or its affiliates or licensors. You must not use such marks without the prior written permission of wuffle.
Where the Platform is configured to enable the download of particular Content, you may download one copy of such Content to a single computer for your personal, noncommercial home use only, provided that (a) you retain all copyright and other proprietary notices contained in the original Content, (b) you may not sell or modify the Content or reproduce, display, publicly perform, distribute, or otherwise use the Content in any way for any public or commercial purpose without the prior written permission of wuffle, and (c) you may not use the Content in a manner that suggests an association with any of our products, services or brands.
You may not, without the prior written permission of wuffle, "mirror" on any other server any material contained on the Platform. The trademarks, logos and service marks (the "Marks") displayed on the Platform are owned by wuffle or third parties. You are prohibited from use of those Marks without the express, written permission of wuffle or such third party.
In the event that we offer downloads of software on the Platform and you download such software, the software, including without limitation any files, images incorporated in or generated by the software, and data accompanying the software (collectively, the "Software") is licensed to you by us or third-party licensors for your personal, noncommercial home use only. We do not transfer title to the Software to you. You may not distribute or otherwise exploit the Software or decompile, reverse engineer, disassemble or otherwise reduce the Software to a human-readable form.
UNLESS OTHERWISE SPECIFICALLY AND EXPRESSLY STATED ELSEWHERE, WUFFLE HEREBY DISCLAIMS ALL WARRANTIES WITH REGARD TO THE SOFTWARE, INCLUDING WITHOUT LIMITATION ALL WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND NONINFRINGEMENT, WHETHER SUCH WARRANTIES ARE EXPRESS, IMPLIED OR STATUTORY. TO THE FULLEST EXTENT PERMITTED BY LAW, WUFFLE SHALL NOT BE LIABLE FOR (1) ANY INACCURACY, ERROR IN OR FAILURE OF THE SOFTWARE; (2) ANY LOSS OR DAMAGE (INCLUDING WITHOUT LIMITATION ANY CONSEQUENTIAL, INDIRECT, INCIDENTAL, SPECIAL OR EXEMPLARY DAMAGES) ARISING FROM ANY DOWNLOAD OR USE MADE OF THE SOFTWARE, OR OCCASIONED BY ANY SUCH INACCURACY, ERROR OR FAILURE OF THE SOFTWARE.
3. Definitions
All Users"Active Booking" means any booking that has been confirmed by both parties and for which transport has not yet been completed or cancelled.
"Completed Booking" means the transport of a pet from the confirmed origin to the confirmed destination, documented by a final GPS delivery confirmation and a delivery photo check-in submitted through the wuffle platform, absent a timely Pet Owner dispute submitted within 24 hours of delivery confirmation.
"In Good Standing" means, with respect to a Pet Concierge, that the Pet Concierge's account is not suspended for cause, there are no unresolved material violations, and there are no outstanding adverse actions pending resolution.
"Pet Concierge" means an independent contractor who has been verified and approved by wuffle to offer pet transport services through the platform.
"Pet Owner" means an individual who has created an account on the wuffle platform for the purpose of arranging transportation services for their pets.
"User" means any individual who has created an account on the wuffle platform, whether as a Pet Owner or a Pet Concierge.
4. Account Registration
All Users4.1 Account Creation
To use the wuffle platform, either as a Pet Owner or Pet Concierge, you must create an account by providing accurate, current, and complete information including, but not limited to, your name, email address, phone number, and billing address. Pet Concierges may be required to provide additional information to finalize their account registration process. You agree to provide, maintain and update true, accurate, current, and complete information about yourself as prompted by our registration processes (the "Registration Data").
You agree not to impersonate any person or entity or misrepresent your identity or affiliation with any person or entity, including using another person's username, password or other account information, or another person's name, likeness, voice, image or photograph. You are responsible for maintaining the confidentiality of your account login information and are fully responsible for all activities that occur under your account. You agree to notify us promptly at legal@getwuffle.com of any unauthorized use of your username, password, other account information, or any other breach of security that you become aware of involving or relating to the Platform.
4.2 Prohibited Uses
You represent and warrant that, while using the Platform, you will not: (a) book transport for pets you do not own or have authority to transport; (b) provide false or misleading information about your pet; (c) circumvent the platform's payment system; (d) harass, threaten, or harm any Pet Concierge; (e) attempt to solicit Pet Concierges to provide services outside the platform; or (f) engage in any fraudulent activity.
You may delete your account at any time, for any reason, by contacting hello@getwuffle.com. We may suspend or terminate your account and your ability to use the Platform or portion thereof for failure to comply with these Terms or any special terms related to a particular service.
5. Independent Contractor Relationship of Pet Concierges
Pet Concierges Onlywuffle is an online marketplace platform that connects pet owners seeking transportation services for their pets with independent Pet Concierges who are traveling along compatible routes. Pet owners submit a transport request and wuffle's matching engine identifies and presents compatible Pet Concierge options. wuffle provides the technology platform, payment processing infrastructure, and verification services only.
Not a Transportation Company. wuffle is not a transportation company. wuffle does not own or operate vehicles, and does not perform transportation services. wuffle's role is limited to operating the marketplace platform that facilitates connections between Pet Owners and Pet Concierges. Pet Concierges are not employed by wuffle, and there is no employment relationship between Pet Concierges and wuffle. If you are a Pet Concierge, your relationship with wuffle is that of an independent contractor, not an employee, agent, partner, or joint venturer. You retain the right to perform services for third parties and to engage in any other business activities.
wuffle does not direct or control the manner or methods by which Pet Concierges perform transport services. You are solely responsible for determining your route, driving schedule, rest stops, vehicle operation, and all other aspects of how transport is performed. The safety and conduct standards in Section 10 exist to protect the welfare of pets and third parties, not to direct or control the performance of your services.
6. Verification and Onboarding Requirements for Pet Concierges
Pet Concierges Only6.1 Required Verifications
As a Pet Concierge, before you may accept bookings, you must provide the following information to wuffle or successfully complete the following onboarding steps, each to wuffle's full satisfaction which is to be determined in good faith and in wuffle's sole discretion:
- Government-issued photo ID verification
- Background check administered through Checkr, Inc.
- Valid driver's license verification — Pet Concierges must have a license that is in good standing with no active suspensions
- Vehicle registration verification — a Pet Concierge's vehicle must meet the requirements in Section 6.2
- Proof of personal auto insurance meeting minimum requirements set forth in Section 7
- Completion of wuffle's onboarding process including acknowledgment of platform guidelines
6.2 Vehicle Requirements
Any vehicle used by a Pet Concierge to accept bookings and provide services through the Platform must meet all of the following minimum requirements:
- Model year no older than 10 years from the current calendar year, or no older than the mandatory vehicle age for rideshare vehicles required by the applicable state regulations of your state(s) of operation if such state regulation requires a vehicle newer than 10 years of age
- Current valid registration in your state of residence
- Evidence of passing a safety inspection at least annually, conducted by a licensed mechanic or approved inspection provider
- Safe operating condition with functioning climate control, seatbelts, and windows
6.3 Background Check — Initial and Renewal
As a Pet Concierge, you understand and acknowledge that wuffle will obtain consumer reports and investigative consumer reports about you at onboarding and on an annual renewal basis, through Checkr, Inc. and/or other third-party providers. Annual renewal background checks will be initiated approximately 30 days before the 12-month anniversary of your most recent background check. Failure to complete a renewal check will result in account suspension until complete.
When conducting background checks, wuffle shall take reasonable measures to ensure compliance with the requirements of the Fair Credit Reporting Act (the "FCRA"). If wuffle intends to take adverse action based on background check results, you will receive a pre-adverse action notice, a copy of your consumer report, a summary of your rights under the FCRA, and an opportunity to dispute inaccurate information. After a final adverse action, you may reapply after 90 days.
6.4 Ongoing Compliance
As a Pet Concierge, you agree to notify wuffle immediately if any verification information changes, including driver's license status, insurance coverage, vehicle registration, or vehicle condition. Failure to notify wuffle of any such changes immediately upon discovery is grounds for suspension, and potentially termination, of your Pet Concierge account.
7. Insurance Requirements for Pet Concierges
Pet Concierges Only7.1 Personal Auto Insurance
As a Pet Concierge, you must maintain, at your sole expense, personal auto insurance meeting (i) the minimum required limits in your state of residence and any state in which you regularly provide services through the Platform and (ii) any additional minimum requirements provided in any separate services or independent contractor agreement between you and wuffle. You acknowledge that most personal auto insurance policies exclude commercial or for-hire activity. You further acknowledge that it is your sole responsibility to understand your coverage and ensure it is appropriate for services you perform through the Platform.
7.2 wuffle's Coverage
wuffle may, at its discretion, maintain contingent liability coverage that may apply in certain circumstances during active transport periods. Details of any such coverage will be provided separately. As a User, you understand that Pet Concierges shall be the first line of liability for all claims arising from or related to the services under the Platform. wuffle's liability, if any, is intended to be secondary and shall not be triggered until a Pet Concierge's available insurance coverage has been fully exhausted.
7.3 Proof and Lapse Notification
As a Pet Concierge, you must provide proof of insurance to wuffle upon request and notify wuffle immediately if your coverage lapses, is cancelled, or is materially changed. wuffle will temporarily suspend your account upon confirmation of any coverage lapse.
8. Booking and Payment for Pet Owners
Pet Owners Only8.1 Booking Process
To book pet transport, you must submit a transport request through the wuffle platform specifying your pet, origin, destination, and requested dates. wuffle's matching engine will identify compatible Pet Concierges and present available options for your selection. A booking is confirmed when you select a Pet Concierge and receive a confirmation notification from wuffle.
8.2 Payment
Your use of the services on the Platform may result in charges to you for the services or goods you receive from wuffle and/or from Pet Concierges ("Charges"). Prices displayed to you when booking transport services through the Platform may be inclusive of prices charged by the Pet Concierge and fees paid to wuffle. All Charges are fixed and final at the time of booking confirmation and are not subject to subsequent adjustment for any reason, including cost of gas, tolls or other additional expenses incurred by a Pet Concierge.
With respect to Pet Concierges, Charges you incur will be owed directly to Pet Concierges, and wuffle will collect payment of those Charges from you, on the Pet Concierge's behalf as their limited payment collection agent. Payment to a Pet Concierge shall be considered to occur at the moment you submit payment through wuffle. Once a booking is confirmed, the applicable Charges are final and neither the Pet Owner nor the Pet Concierge may modify or request modification to the agreed Charges.
Payment for transport services is currently processed through Stripe, a third-party payment processor. You may be subject to additional fees imposed by Stripe or any other third-party payment service providers in connection with processing your payment. wuffle is not responsible for any of these fees.
8.3 Pet Owner Cancellation and Refunds
Charges paid by you following a Completed Booking are final and non-refundable, unless otherwise determined by wuffle and the Pet Concierge assessing the Charge.
For cancellations by Pet Owners of Active Bookings, the following refund policies shall apply:
- Cancellations made more than 48 hours before scheduled pickup are eligible for a full refund
- Cancellations made less than 48 hours before scheduled pickup are eligible for a 50% refund
If you have any requests for cancellations, refunds, or corrections, please contact legal@getwuffle.com within the timeframe specified in the app, or within 30 days after the Charge occurred if no timeframe is specified.
8.4 Pet Concierge Cancellation
If a Pet Concierge cancels an Active Booking, you will receive: (a) a full refund of all amounts paid for that Active Booking; and (b) priority rebooking assistance from wuffle. wuffle does not guarantee that a replacement Pet Concierge will be available on the same timeline as the original Active Booking.
9. Pet Requirements and Responsibility for Pet Owners
Pet Owners Only9.1 Your Responsibilities
As a Pet Owner, you are solely responsible for the following:
- Ensuring your pet is in good health and fit for travel on the date of transport
- Disclosing all known health conditions, behavioral issues, aggression history, anxiety, medication needs, or special requirements of your pet to the Pet Concierge prior to transport
- Ensuring your pet's rabies vaccination is current and valid for the destination state
- Providing appropriate food, medication, and supplies for the duration of the transport
- Ensuring your pet is properly identified with a collar, ID tag, and/or microchip
- Complying with all applicable laws regarding pet transport in the relevant jurisdictions
In addition, you acknowledge and agree that you are solely responsible for compliance with the Animal Welfare Act of 1966, as amended (the "AWA"), including:
- Ensuring pets meet the AWA minimum age requirements for transport
- Providing the Pet Concierge with the name, address, and telephone number for the individual responsible for accepting receipt of your pet at drop-off
- Providing a primary enclosure (a compartment, transport cage, carton, or crate) compliant with Section 3.15 of the AWA. For Private Journey bookings, a crash-tested harness or vehicle safety restraint is an acceptable alternative at the Pet Concierge's discretion
- Ensuring that your pet was offered food and water during the 4 hours before the pick-up time and providing written certification of same
9.2 Pet Owner Indemnification for Undisclosed Conditions
You agree to indemnify, defend, and hold harmless wuffle and its Pet Concierges from any claims, damages, injuries, costs, and expenses arising from: (a) any health condition, behavioral issue, or characteristic of your pet that you knew or reasonably should have known and failed to disclose; (b) any injury caused by your pet to the Pet Concierge, third parties, or property during transport; (c) any fraudulent or inaccurate health or behavioral declarations; or (d) any violation of applicable animal transport laws.
9.3 Health Certificate Requirements
For interstate travel, certain states may require a Certificate of Veterinary Inspection (CVI) issued by a licensed veterinarian within a specified period prior to transport. You are solely responsible for obtaining any required health certificates. wuffle does not verify or guarantee compliance with state or federal animal transport regulations.
wuffle does not currently facilitate bookings to or from Hawaii or between Alaska and the 48 mainland US states.
9.4 Accepted Animals and Dangerous Pet Prohibition
wuffle facilitates transport of dogs and cats only. Exotic animals, reptiles, birds, legally restricted species, and animals requiring special transport permits are not accepted on the platform.
You may not book transport for pets that are known to be aggressive or have a bite history or have attacked humans or other animals within the past 24 months. A "bite history" includes any unprovoked bite, scratch causing injury, or attack on a human or other animal regardless of severity.
9.5 Pet Behavior Disclosure
At the time of each booking, you must complete and certify a Pet Behavior Disclosure Questionnaire presented as part of the booking process. By submitting a booking, you warrant that your answers are complete, accurate, and truthful. Any failure to provide complete and accurate disclosures shall result in you assuming full responsibility and liability for any resulting incidents, damages, or claims.
10. Platform Conduct Standards
Pet Concierges Only10.1 Pet Safety Standards
Adherence to the below safety standards is mandatory for Pet Concierges as a condition of participation on the Platform:
- Treat all pets with appropriate care and humane handling at all times
- Keep pets in their Primary Enclosure during vehicle operation, or secured in a crash-tested harness or vehicle safety restraint for Private Journey bookings
- Ensure that the temperature in your vehicle remains between 45–85°F at all times
- Never leave a pet unattended in a vehicle in conditions that could cause harm
- Provide food at least once every 24 hours for dogs and cats 16 weeks of age or more, and at least once every 12 hours for puppies and kittens under 16 weeks
- Offer potable water at least once every 12 hours to all pets
- Contact emergency veterinary services immediately in the event of any pet health emergency
- Notify wuffle and the Pet Owner immediately of any incident, accident, injury to a pet, or emergency
- Follow the Escape Response Protocol as published by wuffle if a pet escapes during transport
10.2 Platform Communication Standards
The following communication requirements are mandatory for Pet Concierges as a condition of participation on the Platform:
- Send required photo check-ins through the platform at intervals specified in the booking
- Enable GPS location sharing through the wuffle app for the duration of active transports
- Respond to communications from Pet Owners and wuffle within a reasonable time during active transports
- Notify the recipient of the pet upon arrival and at least once every 6-hour period thereafter, if the recipient has not yet confirmed receipt
10.3 Prohibited Conduct
As a Pet Concierge, you agree not to:
- Accept payment from Pet Owners outside of the Platform's prescribed payment methods
- Solicit Pet Owners to book similar future services outside the Platform
- Transport animals other than dogs and cats through the Platform
- Transport pets not explicitly disclosed at the time of booking without Pet Owner and wuffle consent
- Operate a vehicle while impaired by alcohol, drugs, or any other substance
- Provide false information to wuffle or Pet Owners which materially impacts the quality or results of services
- Subcontract or delegate a confirmed booking to another individual
10.4 Right to Refuse or Abort
Pet Concierges have an absolute right to decline pickup or discontinue transport at any time for legitimate safety reasons, including but not limited to undisclosed aggressive behavior, pet health emergency, or unsafe conditions. No account penalty will apply to safety-based refusals. A refusal at pickup for safety reasons will be treated as a Pet Owner cancellation for payment purposes.