Effective Date: October 15, 2026 Version: 1.0 Applies to: All Groomers who provide grooming Services through the Platform, and all staff who offer, record, or send rebooking communications.
Article 1: Introduction and Scope
1.1 This document governs rebooking and retention for grooming Services: the offer of the next Appointment at the current Appointment, the reminders the Company sends for a recommended return, outreach to a Customer who has not returned, the consent and frequency limits on that outreach, and the rule that a Customer relationship acquired through the Platform is a Platform relationship that shall not be diverted off the Platform.
1.2 Rebooking under this document is a service to the Customer, performed because the animal requires grooming on a schedule. Rebooking is measured as a measure of the health of a location. Rebooking is not a quota imposed on a Groomer, and no Groomer is penalized under this document for a Customer's decision not to rebook.
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 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.
2.5 Grooming Record: the record of a completed Appointment maintained under the Grooming Records and Continuity of Care Policy.
2.6 Lapsed Customer: a Customer with no Appointment for a period of twice the rebooking interval of the Service the Customer last received.
2.7 Platform Customer: a Customer whose relationship with a Groomer or a location arose through a booking made through the Platform.
2.8 Rebooking Recommendation: the record of a recommended next visit, stating the recommended date, the recommended Service, and the outcome of the offer made under Article 3.
Article 3: The Offer at the Appointment
3.1 Before the Customer leaves the location at the end of an Appointment, the Groomer or reception staff shall offer the Customer the next Appointment. The date offered is the date recommended in the Grooming Record under the Grooming Records and Continuity of Care Policy, or, where the Grooming Record states no recommendation, the date produced by the rebooking interval of the Service. The offer shall be specific to the animal and to the recommended date, and shall be made at every Appointment.
3.2 The outcome of the offer shall be recorded: (a) accepted, in which case the next Appointment is booked; (b) declined; or (c) deferred. Where the outcome is declined or deferred, a Rebooking Recommendation shall be recorded stating the reason given and the recommended date. A declined offer is information for the reminder duties in Article 4 and is not a failure of the Groomer.
3.3 The rate at which a next Appointment is booked before the Customer leaves is a metric of the location. The Groomer shall make the offer at every Appointment; the Customer's answer is the Customer's decision, and a Groomer shall not be penalized for an answer of declined or deferred.
Article 4: Reminders
4.1 The Company sends reminders from pending Rebooking Recommendations: one reminder at the recommended date, and one follow-up fourteen (14) days later. A Customer who books clears the Rebooking Recommendation. A Customer who sets a later date for contact sets a date that the Company shall respect and shall not override.
4.2 A reminder shall be specific: the animal's name, the recommended Service, and the recommended date. A generic marketing message is not a reminder under this article.
4.3 The Company shall send no more than three (3) rebooking communications for one animal in any ninety (90) day period, across all channels combined.
4.4 A text-message reminder requires the Customer's consent, as the Text Message Program Terms provide and as the TCPA and SMS Consent (TCPA / SMS Consent) states the compliance position. An email reminder is sent in accordance with the Privacy Policy and the Marketing Communications Policy. An opt-out by a Customer shall be honored within forty-eight (48) hours across every channel, and no rebooking communication shall be sent to a Customer who has opted out after that period has run.
Article 5: Win-back of a Lapsed Customer
5.1 The Company may send a Lapsed Customer one personalized outreach, with a means of booking through the Platform. The outreach may carry an incentive for a first return visit. An incentive is a pricing instrument governed by the Service Pricing and Surcharge Policy, and shall be recorded with its reason and within the authority that document states.
5.2 Where a location's rebooking rate declines, the Company shall examine Service quality under the Service Standards Policy before increasing the frequency of outreach. An increase in outreach is not a remedy for a quality failure.
5.3 A Customer shall not be penalized for lapsing. No outreach under this document shall impose a charge, a loss of standing, or a barrier to booking on a Customer who has not returned, and no outreach shall state or imply such a consequence.
Article 6: The Platform Customer Relationship
6.1 The relationship with a Platform Customer belongs to the Platform. A Groomer acquires no personal right in a Platform Customer, in the Customer's contact information, or in the Customer's future bookings, by having performed a Service for that Customer.
6.2 The Groomer shall not divert a Platform Customer off the Platform. Prohibited conduct includes: (a) offering to provide, or providing, a grooming service to a Platform Customer outside the Platform for a booking that the Platform made possible; (b) soliciting a Platform Customer, using contact information obtained through the Platform, to book outside the Platform; (c) directing a Platform Customer to a personal telephone number, a personal account, or another business for a Service the Platform offers; and (d) accepting payment outside the Platform for such a service, as the Groomer Compensation and Commission Terms also prohibit. Communications concerning a Platform transaction take place through the Platform, on the principle stated for marketplace communications in the Buyer-Seller Communication Policy, which applies to Services as it applies to sales.
6.3 Every rebooking of a Platform Customer shall be made through the Platform. A Groomer who books a Platform Customer's next Appointment outside the Platform violates this article, whether or not a Service has yet been performed under that booking.
6.4 The duties in this article continue after the Groomer's separation from the Platform to the extent the Groomer Offboarding and Separation Policy and the Groomer Terms of Service state a non-solicitation period, and the Groomer shall not use Customer data obtained through the Platform after separation for any purpose.
Article 7: Liability
7.1 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.
7.2 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).
7.3 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.
7.4 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.
7.5 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 8: Indemnification
8.1 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, including a violation of the consent duties in Article 4; and (d) taxes for which the Groomer is responsible under this document.
8.2 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.
8.3 This article survives the termination of this document.
Article 9: Enforcement and Appeals
9.1 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.
9.2 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.
9.3 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. No cure period applies to a diversion of a Platform Customer under Article 6 that has resulted in a booking or a payment outside the Platform.
9.4 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) suspend the Account or a program participation, in whole or in part; (e) terminate this document and the Account; and (f) exercise any other right or remedy available under this document or at law. The Company may suspend the Groomer immediately, without prior notice and without a cure period, where the safety of an animal is at risk or where a qualification or certification the Groomer is required to hold has lapsed.
9.5 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.
9.6 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 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.
Related articles