Effective Date: October 15, 2026 Version: 1.0 Applies to: All Groomers who provide grooming Services through the Platform, and all managers who investigate or decide a conduct or performance matter.
Article 1: Introduction and Scope
1.1 This document states the conduct prohibited for a Groomer, the distinction between a performance matter and a conduct matter, how a suspected violation is investigated, the measures the Company may take and the order in which measures are applied, the improvement plan that governs a performance matter, and the Groomer's right of appeal. The enforcement article in each document of the groomer set (the Groomers documents) states the general measures; this document states the grounds and the procedure specific to Groomers.
1.2 Enforcement under this document has two purposes: to correct what can be corrected, and to remove what cannot. A performance problem is addressed by an improvement plan under Article 6. A conduct problem is addressed by a measure proportionate to the conduct. A violation stated in Article 4 as intolerable is addressed by immediate suspension pending investigation, without prior measures.
1.3 If a provision of this document conflicts with the Terms of Use, this document controls for the subject it governs. If a provision of this document conflicts with the terms of a program in which the Groomer participates, the program terms control for that program. Policies and help pages explain this document; they do not amend it, and in any conflict this document prevails.
Article 2: Definitions
2.1 The definitions in the Groomer Terms of Service are incorporated into this document by reference and apply to this document. This article defines only the additional terms used in this document, in alphabetical order.
2.2 Appointment: a booking for a grooming Service through the Platform, confirmed in accordance with the Appointment Operations Policy.
2.3 Customer: a person who books or receives grooming Services through the Platform for an animal in the person's care.
2.4 Finding: a recorded determination that a Groomer committed a stated violation, together with the evidence on which the determination rests.
2.5 Groomer: a person the Company has accepted to provide grooming Services through the Platform, whether engaged as an employee or as an independent contractor, as the engagement states.
2.6 Improvement Plan: a written plan under Article 6 stating the standard not met, the measurable target, the support the Company provides, and the review dates.
2.7 Suspension from Assignment: a measure under which the Groomer receives no new Appointments. Suspension from Assignment corresponds, for a Groomer, to the suppression of a listing for a Seller, and deactivation of the Groomer's staff record corresponds to suspension of an Account.
Article 3: Conduct Violations
3.1 In addition to a violation of a standard stated in another document of the groomer set, each of the following is a standalone conduct violation (a) accepting an off-book payment, or circumventing the Platform's payment records, as the Groomer Terms of Service and the Groomer Compensation and Commission Terms prohibit;
(b) manipulation of commission, as the Groomer Compensation and Commission Terms prohibit;
(c) misuse of Customer data, including copying a Customer list, soliciting a Platform Customer off the Platform, or disclosing Customer information, as the Customer and Pet Data Handling Policy and the Rebooking and Retention Policy prohibit;
(d) review fraud, in either direction, as the Service Reviews Policy prohibits;
(e) failure to report an incident that the Incident and Injury Reporting Policy requires to be reported; and
(f) performing a Service outside the specialties recorded for the Groomer, or performing a Service while a certification the Groomer is required to hold has lapsed, as the Groomer Terms of Service prohibit.
3.2 A performance matter: quality of work, punctuality, and completeness and timeliness of records, including the Grooming Records the Grooming Records and Continuity of Care Policy requires: is tracked separately from a conduct matter. A performance matter is addressed first by an Improvement Plan under Article 6 and is not a ground for termination until the plan process in that article has run. A conduct matter under clause 3.1 is addressed by measure under Article 7 without an Improvement Plan as a precondition.
Article 4: Intolerable Violations and Immediate Suspension
4.1 Each of the following is an intolerable violation: (a) the safety violations the Pet Safety and Handling Standards state as intolerable, namely striking an animal, leaving an animal unattended on a table, in a heated dryer, or tethered, performing a Service while impaired, and concealing an injury to an animal; (b) confirmed misuse of Customer data under the Customer and Pet Data Handling Policy; and (c) manipulation of commission under the Groomer Compensation and Commission Terms.
4.2 Where the Company has grounds to suspect an intolerable violation, or where the safety of an animal is otherwise at risk, the Company shall suspend the Groomer from Assignment immediately, pending the investigation in Article 5. Immediate suspension under this clause is not a Finding and is not a final measure; the suspension protects animals and Customers while the facts are established. A Groomer suspended under this clause who is an employee is suspended with pay, and a Groomer suspended under this clause who is an independent contractor is suspended without Assignment, in each case until the investigation concludes.
4.3 An immediate suspension under this article is not appealable until the investigation concludes. The protection of the Groomer during the suspension is the investigation period stated in Article 5, which the Company shall not exceed without recording the reason for the extension and notifying the Groomer.
Article 5: Investigation and Findings
5.1 An investigation shall be completed within ten (10) business days of the Finding that opened it, except where Article 4, clause 4.3 records an extension. The Groomer shall be given the opportunity to provide a written account, in the Groomer's own words, which is placed on the record. The manager conducting the investigation shall assemble the evidence: the Grooming Records, the Appointment history, the Handling Profile, the incident reports, and the other records the governing document requires.
5.2 A Finding is recorded against the Groomer's staff record, with the evidence linked to the Finding. The Groomer shall be notified of every Finding and shall be shown the evidence behind the Finding before any measure above a written warning is applied. No Finding is kept from the Groomer.
5.3 An investigation concludes in one of three outcomes: (a) unfounded, in which case the allegation is cleared and the record is annotated to state that the matter was investigated and cleared; (b) substantiated, in which case a measure is applied under Article 7 or an Improvement Plan is imposed under Article 6; or (c) inconclusive, in which case no measure is applied and the matter is held under observation for ninety (90) days.
Article 6: Improvement Plans for Performance Matters
6.1 Enforcement of a performance matter at the written-warning stage includes a written Improvement Plan. An Improvement Plan states: (a) the specific standard not met; (b) the measurable target the Groomer shall reach; (c) the support the Company provides, which may include retraining, supervised sessions, or a reduced book; and (d) a review cadence of thirty (30), sixty (60), and ninety (90) days. The plan is recorded in the Groomer's performance notes.
6.2 A Groomer who meets the Improvement Plan returns to good standing. The Finding remains on the Groomer's record for twelve (12) months for the purpose of determining a repeated violation. A Groomer who does not meet the Improvement Plan is subject to a further measure under Article 7.
Article 7: Enforcement and Appeals
7.1 The Company may investigate any suspected violation of this document. The Groomer shall cooperate with an investigation and shall produce the records this document requires the Groomer to keep.
7.2 If the Company determines that the Groomer has violated this document, the Company shall give written notice stating the provision violated and the facts relied on, except where notice would compromise an investigation of fraud, a safety risk, or a legal obligation.
7.3 Where a violation is capable of cure, the Groomer has ten (10) business days from notice to cure it and to confirm the cure in writing. No cure period applies to fraud, counterfeiting, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured.
7.4 If a violation is established and is not cured within the period allowed, the Company may, proportionate to the violation: (a) issue a written warning; (b) remove or suppress a listing or content; (c) cancel an Order or a booking; (d) impose Suspension from Assignment; (e) suspend the Account or a program participation, in whole or in part; (f) terminate this document and the Account; and (g) exercise any other right or remedy available under this document or at law. Termination of the Groomer's engagement on a Finding under this document is effected under the Groomer Offboarding and Separation Policy.
7.5 The Groomer may appeal a measure under this article by written notice to legal@aapawz.com within thirty (30) days of the measure, stating the grounds and attaching the records relied on. The appeal is decided by a person who did not make the original decision. The Company's decision on appeal is final. A measure remains in effect during an appeal unless the Company directs otherwise in writing.
7.6 The Company's delay in acting on a violation is not a waiver of the violation or of any later violation of the same kind.
Article 8: Liability
8.1 To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, punitive, or consequential damages, or for lost profits, lost revenue, or loss of goodwill, arising out of or relating to this document, even if the party has been advised of the possibility of those damages.
8.2 To the fullest extent permitted by law, the Company's total liability arising out of or relating to this document shall not exceed the greater of (a) the amounts the Groomer paid to the Company under this document in the twelve months before the event giving rise to the claim, or (b) one hundred dollars ($100).
8.3 This article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts the Groomer owes for Orders, fees, chargebacks, or refunds under this document; or (d) liability that cannot be limited under applicable law.
8.4 The parties agree that this article allocates risk between them, that it is an essential part of the basis of their bargain, and that it applies even if a limited remedy fails of its essential purpose.
8.5 Nothing in this article limits liability for personal injury, or for injury to an animal, caused by negligence, where applicable law does not permit the limitation.
Article 9: Indemnification
9.1 The Groomer shall indemnify, defend, and hold harmless the Company and its members, managers, employees, and agents from and against every claim, demand, action, loss, liability, judgment, settlement, cost, and expense (including reasonable attorneys' fees) arising out of or relating to: (a) the Groomer's breach of this document; (b) the Groomer's Services, listings, or User Content; (c) the Groomer's violation of any law or of the rights of any person; and (d) taxes for which the Groomer is responsible under this document.
9.2 The Company shall give prompt written notice of a claim under this article. The Groomer shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The Groomer shall not settle a claim in a manner that imposes any obligation or restriction on the Company, or that does not release the Company fully, without the Company's prior written consent.
9.3 This article survives the termination of this document.
Article 10: Term and Termination
10.1 This document takes effect when the Groomer is accepted to provide Services through the Platform and accepts this document, and continues until terminated under this article.
10.2 The Company may terminate this document and the Account on thirty (30) days' written notice for any reason, and immediately on written notice if the Groomer materially breaches this document, engages in fraud, or becomes ineligible to participate.
10.3 The Groomer may terminate this document on thirty (30) days' written notice to support@aapawz.com, provided the Groomer has no Order, booking, or investigation outstanding.
10.4 On termination: (a) the rights granted under this document end; (b) obligations that arose before termination: including payment, refund, chargeback, record-keeping, and indemnification obligations: survive until satisfied; and (c) the Company shall disburse amounts owed, less amounts the Company may set off under this document, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
10.5 The Definitions, Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions articles survive termination.
Article 11: Dispute Resolution
11.1 Any dispute arising out of or relating to this document, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this document by reference.
Article 12: General Provisions
12.1 The Company may amend this document by posting the amended document in the Document Center and giving notice to the Groomer at the email address in the Account. An amendment that materially increases the Groomer's fees or obligations takes effect thirty (30) days after notice; other amendments take effect on posting. Continued use of the Platform after the effective date of an amendment is acceptance of it. If the Groomer does not accept an amendment, the Groomer's remedy is to terminate under the Term and Termination article before the amendment takes effect.
12.2 Legal notices under this document shall be sent to legal@aapawz.com. Operational notices and all other communications shall be sent to support@aapawz.com. A notice to the Company is effective when the Company acknowledges receipt or, for email, one business day after sending, whichever is earlier. Notices to the Groomer are effective when sent to the email address in the Account or posted to the Account's notice facility in the portal, whichever occurs first. The Groomer shall keep the email address in the Account current. Notices under the DMCA and Copyright Policy are given as provided in that policy, to the designated agent at legal@aapawz.com.
12.3 This document is governed by the laws of the State of Tennessee, without regard to its conflict-of-laws rules. Subject to the Dispute Resolution Policy, any proceeding arising out of this document shall be brought in the state or federal courts located in Shelby County, Tennessee, and the parties consent to personal jurisdiction there.
12.4 If any provision of this document is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
12.5 This document, together with the documents it incorporates by reference, is the entire agreement between the Company and the Groomer for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
12.6 The Groomer shall not assign this document or any right or obligation under it without the Company's prior written consent, and an assignment without consent is void. The Company may assign this document to an affiliate or in connection with a sale of all or part of its business, on notice to the Groomer.
12.7 A waiver of any provision of this document is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
12.8 Headings are for convenience only. "Including" means "including without limitation." This document shall not be construed against a party on the ground that the party prepared this document. The English-language text controls over any translation.
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