🛡️ Feline Tails Platform Terms & Trust Policy
INTRODUCTION
Welcome to Feline Tails™, a premium cat care platform built for NYC’s feline families. We believe cat care should be intentional, dignified, and rooted in trust—not driven by algorithms or gig work. Below is a summary of our platform policies and protections.
🐾 Platform Role & Community Standards
Feline Tails connects cat owners with independent, verified sitters. We do not provide direct pet care services and are not a party to any care agreement between users.
All sitters must:
- Complete identity verification and onboarding
- Pass safety and conduct screening
- Agree to our Code of Conduct
Owners approve every sitter match before booking. All users are expected to treat each other with respect and prioritize the safety and well-being of the cats in their care.
TERMS & MEMBERSHIP POLICY
Owner Plans:
- Pay-As-You-Go: $35 per Stay & Play visit + $15 booking fee
- Monthly Membership: $30/month, $35 per visit + $5 booking fee, priority matching & member perks
You can pause, downgrade, or cancel your membership anytime. No partial refunds are issued for unused time.
Booking Process:
- Complimentary Pre-Screen Call to assess fit
- Owner approval required before booking
- Optional Mingle & Greet (virtual or in-home)
- Rematch Guarantee if the sitter isn’t a fit
Cancellation & Rescheduling:
- 48 hrs: Full refund or credit
- 24–48 hrs: 25% fee may apply
- <24 hrs or no-show: Up to full charge
- Emergencies: Case-by-case review
SITTER VETTING & BACKGROUND REVIEW
Sitter Vetting & Platform Protections
We manually vet every sitter through a multi-step process that may include:
- Experience and safety screening
- Scenario-based interviews
- Identity verification and public record review
- Training on emergency protocols and respectful care
Only verified sitters are eligible for platform protections, including optional insurance coverage and access to sitter support tools. Feline Tails reserves the right to update vetting criteria or re-verify sitters at any time.
CANCELLATION & RESCHEDULING
For Sitter Bookings:
- >48 hours: Full refund or credit
- 24–48 hours: May incur 25% fee
- <24 hours: May incur 50% fee
- No-shows: May be charged full amount
- Emergencies: Reviewed case-by-case
Rescheduling:
- >48 hours: No penalty
- 24–48 hours: Subject to availability and 25% fee
- <24 hours: May be treated as cancellation
Refunds for Completed Services:
No refunds unless the sitter canceled or a breach occurred. Contact us within 48 hours for review.
Memberships:
- Trial: No charge until Mingle & Greet
- Paid: Non-refundable
- Pause: Before billing cycle
- Cancel: Anytime, no partial refunds
PRIVACY POLICY
We collect only the information necessary to deliver safe, personalized care:
- Contact and pet details
- Booking and communication history
- Sitter verification documents
- Technical data for platform performanc
We use encrypted systems and comply with the NY SHIELD Act and GDPR. Your data is stored securely and shared only with trusted partners (e.g., insurance, payments, analytics) who follow strict privacy standards.
Your Rights:
- Access or update your information
- Request account or data deletion
- Opt out of non-essential communications
Cookies: We use cookies to improve your experience. You can manage preferences or clear cookies anytime. We may use third-party services like Google Analytics or Meta Pixel, each with their own privacy policies.
BOOKING INTEGRITY & COMMUNITY PROTECTION
To protect our community and ensure consistent care, all bookings must be made through the Feline Tails platform. Sitters and owners agree not to coordinate care outside the platform.
INTELLECTUAL PROPERTY CLAUSE
Intellectual Property & Platform Use
All content, branding, workflows, and features—including service tiers like Stay and Play™, Home Away From Home™, and White Glove™—are the exclusive property of Feline Tails LLC. This includes, but is not limited to, text, graphics, logos, service tier names and logic, training materials, onboarding flows, and platform design. These assets are protected under applicable copyright, trademark, and trade secret laws.
Our sitter onboarding and matching systems are proprietary and confidential. By using the platform, you agree not to disclose, copy, reuse, or reverse-engineer any internal workflows or tools. Use of the platform is limited to its intended purpose. Automated scraping, data mining, or unauthorized access is strictly prohibited.
Feedback & Future Features
We welcome your ideas! By submitting feedback, you grant Feline Tails permission to use it to improve the platform without compensation. Future features and service tiers may be introduced or updated—these are part of our protected roadmap and brand identity.
COMMUNITY CONDUCT
All users agree to treat each other with respect, communicate clearly, and prioritize the safety and well-being of the cats in their care.
Harassment, discrimination, or unsafe behavior may result in suspension or removal. Feline Tails reserves the right to investigate and take appropriate action.
LEGAL NOTES
Use of Feline Tails constitutes acceptance of our full Terms & Conditions and Sitter-Owner Service Agreement. These may be updated periodically. Continued use of the platform means acceptance of any updates.
For questions or support, contact us at customersupport@felinetails.com.