New Animalhotels Care Terms

Document version: 2.0.0

Effective as of: 05/19/2025

Previous versions of the document can be found in: Changes in terms and conditions

I. Introduction

1. Pet owners may use the Animalhotels Protection Program, which is subject to these Terms and Conditions (hereinafter referred to as the "Service Terms"). These Service Terms also apply to the Animalhotels Service Terms (hereinafter referred to as the "Regulations") and other terms and conditions applicable to the Animalhotels service.
2. Animalhotels can be contacted via email at info@animalhotels.com.

II. Definitions

Animalhotels - Animalhotels spółka z ograniczoną odpowiedzialnością (limited liability company) with its registered office in Łódź, ul. H. Sienkiewicza 72, 90-318 Łódź, registered in the Register of Entrepreneurs, maintained by the District Court for Łódź-Śródmieście in Łódź, XX Commercial Division of the National Court Register, under KRS number 0000934860, REGON 520527265, NIP 7252314345.

Application - the Animalhotels mobile application for Android and iOS systems, allowing users to access services provided by Animalhotels.

Documentation - a set of documents required for the Verification Process initiated on behalf of the Client by Animalhotels.

Application Form - a document filled out by the Client to apply for the Service, using tools provided via the Website and/or Application.

Client - the Pet Owner eligible to use the Service Terms.

Animalhotels Care - a service offered by Animalhotels providing additional protection for Clients making Reservations via the Website and/or Application. The purpose of this service is to provide support in cases where the Reservation is disrupted for reasons beyond the Client's control.

Caretaker - an individual providing care for a pet or pets on behalf of the Client within the scope of a Reservation.

Verification Process - a procedure aimed at confirming the accuracy and compliance of the information and Documentation provided by the Client via the Application Form. This process is necessary to ensure that the request to use the Service, the animal's health data, the event circumstances, and other key elements meet the requirements specified in the Service Terms.

Pet Profile - a service offered via the Website and/or Application, where the Client provides essential information about their pet.

Regulations - the document and its appendices outlining the rules for using the Website and/or Application. The current version of the Regulations is available on the Website and/or Application at all times.

Reservation - care provided for a pet or pets on behalf of the Client by a Caretaker, limited to a specific time frame during which the care takes place. The Reservation may occur at the Client's residence or the Caretaker's residence.

Website - a multifunctional website available at https://animalhotels.com/, operated by Animalhotels, through which the Client can make Reservations, particularly for Caretaker services.

Introduction Meeting - a meeting between the Client and the Caretaker before the Reservation period to become acquainted.

Service - a form of support offered by Animalhotels, aimed at protecting the user's interests in case of specific events related to the reservation of pet care.

Service Terms - this document and its appendices outlining the rules for using the Service via the Website and/or Application. The current version of Animalhotels Care is available on the Website and/or Application at all times.

Substitute Caretaker - an individual registered on the Animalhotels platform who takes care of a pet in cases where the original Caretaker selected by the Client cannot fulfill their obligations. The Substitute Caretaker is chosen by the Animalhotels team or designated by the pet owner in accordance with the Animalhotels Care program rules.

III. General Conditions

1. By submitting an Application Form under the Service, the Client undertakes to exercise due diligence, particularly by conducting honest and transparent communication with Animalhotels (or its authorised representatives). The Client is obliged to promptly provide all Documentation and information that may be reasonably required by Animalhotels for the Verification Process. Failure to provide the required Documentation or providing false information will result in the loss of all or part of the benefits arising from Animalhotels Care.
2. Animalhotels Care covers events that occurred during the Reservation period.
3. To participate in Animalhotels Care, the Reservation must be paid for via Animalhotels.

IV. Purpose and Scope of the Service

1. The purpose of the Service includes:
   1. the life and health of each pet;
   2. the Substitute Caretaker.
2. The Service Terms cover:
   1. veterinary treatment - the maximum value of reimbursement is determined in accordance with the limit provided for the country in which the care was provided, in accordance with the applicable Table of Benefits;
   2. finding a Substitute Caretaker - reimbursement of the price difference, up to 100% of the difference between the original and the new amount.
3. Animalhotels Care expires:
   1. at the end of the liability period;
   2. on the day of the pet's death;
   3. on the day the pet is sold or transferred under other legal grounds;
   4. on the day the Client reports the pet's loss to Animalhotels;
   5. on the day the pet care service concludes;
   6. for a given benefit, on the day the Animalhotels Care sum or limit for the given benefit is exhausted, whichever occurs first.
4. Animalhotels Care covers incidents that occur in the areas where the Animalhotels App operates, in accordance with the current list of available countries in the Animalhotels mobile app.

V. Benefits

§1 Veterinary Treatment Costs

1. As part of veterinary treatment costs, Animalhotels will cover the costs of the pet's stay at a veterinary facility, which include care, meals, and lodging necessary for the treatment due to an accident covered under Animalhotels Care. The duration of the stay at the veterinary facility must not exceed the period deemed necessary by the veterinarian to save the pet's life or health.
2. Veterinary treatment costs covered by Animalhotels also include expenses related to necessary surgery for the Client's pet. The treatment costs for surgery include:
   1. pre-operative tests;
   2. surgical costs, including necessary medications and materials;
   3. post-operative procedures for up to 14 days following the surgery;
   4. if multiple surgeries are medically required due to the same accident, these surgeries, along with pre-operative tests and post-operative procedures up to 14 days after the final surgery, are considered a single continuous event covered under Animalhotels Care. The coverage ends 14 days after the last surgery;
   5. examination and treatment methods, as well as medications prescribed by the veterinarian, must be medically necessary, appropriate, reasonable, and proportionate to the accident's consequences, in accordance with current and widely recognised veterinary knowledge.
3. Animalhotels Care will cover the costs of prescribed medications necessary for the pet's treatment, as indicated in the medical records by the veterinarian, up to the applicable limit defined in these Terms and Conditions.
4. In cases where surgery is not required following an accident involving the Client's pet, Animalhotels Care will cover the costs of examinations, outpatient treatments, and medications deemed necessary by the veterinarian to save the pet's health and life.
5. Animalhotels Care covers veterinary treatment costs incurred up to 14 days from the date of the incident.
6. Veterinary treatment costs are covered up to the Animalhotels Care sum specified in the Protection Terms.
7. The Caretaker is responsible for providing a safe and appropriate environment for the pet in their home.
8. The Caretaker is liable for any incidents caused by the pet due to negligence, lack of supervision, or improper care during the Reservation.
9. The protection program does not cover incidents resulting from gross negligence or intentional actions by the Client or Caretaker.
10. In case of an incident, the Client or Caretaker must immediately inform the other party and Animalhotels.
11. All claims must be submitted via the Claim Form within the booking period, providing full documentation of the incident and evidence of loss incurred.
12. No obligations or guarantees beyond those described in these Protection Terms are provided by Animalhotels.

§2 Substitute Caretaker

1. If the use of more expensive care is required due to the cancellation of the original Reservation, the Client may be entitled to reimbursement of the price difference, not exceeding 100% of the value of the canceled Reservation.
2. The Client is entitled to the benefit only once for a single Reservation.
3. Animalhotels undertakes to make every reasonable effort to find a Substitute Caretaker but does not guarantee the success of these efforts or the availability of a Substitute Caretaker.
4. Animalhotels is not liable for any losses or damages resulting from the unavailability of a Substitute Caretaker.
5. The Client must promptly notify Animalhotels of the need for the benefit to allow actions aimed at fulfilling the benefit.
6. If a Substitute Caretaker is found, the terms of the new Reservation, including price and cancellation conditions, may differ from those of the original Reservation, which the Client accepts when submitting the benefit application.
7. Animalhotels undertakes to act as quickly as possible to fulfill the benefit, considering the nature and urgency of the application. The realisation time may, however, depend on the availability of Caretakers and other factors beyond Animalhotels' control.

VI. Exclusions and Limitations

§1 General

1. The benefit will not cover:
   • Caretakers and/or Clients under the age of 18;
   • Situations outside the Reservation period (including during the Introduction Meeting);
   • Situations where a person living in the same household as the Caretaker intentionally causes damage;
   • Situations where the Caretaker undertakes a Reservation without reviewing the Pet Profile and fails to provide conditions in accordance with the described requirements.
2. Animalhotels reserves the right to verify claims and dismiss unjustified ones.
3. The benefit is granted only for Reservations paid via Animalhotels. Reservations made outside the application are not eligible for the benefit.
4. The benefit does not apply if the incident is directly caused by:
   1. The Caretaker being under the influence of alcohol or intoxicated, as defined by relevant laws;
   2. The Caretaker being under the influence of drugs, psychotropic substances, or substitutes, as defined by anti-drug legislation;
   3. The Caretaker being under the influence of medications or other substances that impair awareness unless these are taken for medical reasons and prescribed by a doctor;
   4. Gross negligence or intentional damage caused by the Caretaker;
   5. Intentional damage caused by a person living in the same household as the Caretaker;
   6. The Caretaker failing to comply with the veterinarian’s recommendations or performing medical procedures on the pet without professional oversight;
   7. Using the pet to commit or attempt to commit a crime;
   8. The pet being abandoned or left unattended for over 24 hours;
   9. The Caretaker failed to provide the appropriate living conditions referred to in the Animal Protection Act, including nutritional neglect resulting from improper feeding or underfeeding;
   10. Lack of or improper care;
   11. Cruel treatment of the animal within the meaning of the provisions of the Animal Protection Act by the Caretaker and/or their close persons and/or persons living with the Caretaker;
   12. Transporting the animal in breach of applicable regulations;
   13. Administration of alcohol, drugs or other intoxicants to the animal by the Caretaker and/or their close persons and/or persons living with the Caretaker.
5. Animalhotels shall not bear the costs exceeding the amount of the Benefit in terms of veterinary treatment costs and other amounts and limits specified in point IV.
6. Animalhotels is not liable for the provision of Services, costs or events occurring outside the territory covered by the Animalhotels Care protection program, nor for events that occurred outside the period of validity of the Protection.

§2 Veterinary Treatment Costs Exclusions

1. Animalhotels Care will not cover:
   • veterinary treatment of chronic diseases, diseases that appeared before the Booking period and which appeared after the Booking ended;
   • treatment of behavioral disorders and diseases that result from them;
   • desensitization, unless justified by the results of previously performed allergy tests and necessary in the opinion of the veterinarian to improve the health or recovery of the animal;
   • care related to reproduction, pregnancy, childbirth, with the exception of pregnancy complications;
   • desensitization, unless justified by the results of previously performed allergy tests and necessary in the opinion of the veterinarian to improve the health or recovery of the animal;
   • care related to reproduction, pregnancy, childbirth, with the exception of pregnancy complications,
   • check-ups and medical procedures not resulting from an accident, including we are not liable for excess costs, i.e. costs incurred in excess of those related to the methods of examination and treatment and medicines prescribed by a veterinarian that are necessary from a medical point of view, appropriate, reasonable and proportionate to the given clinical picture or consequences of the accident, in accordance with the current and generally recognized state of veterinary knowledge in the Republic of Poland;
   • dental, cosmetic and hygienic procedures not resulting from an accident;
   • rehabilitation, purchase of prostheses;
   • preventive, routine or voluntary procedures not related to an accident;
   • damage to farm animals;
   • improper treatment or improperly performed procedures on an animal, including those performed by persons without appropriate qualifications;
   • euthanasia (necessary euthanasia);
   • treatment of complications resulting from failure to follow the recommendations of a veterinarian; - transport of the animal to and from a medical facility;
   • home visits by a veterinarian;
   • experimental treatment;
   • radiotherapy;
   • purchase of vitamins, supplements and cosmetics, even if prescribed by a veterinarian;
   • specialist nutrition, except for that included in the stay at a veterinary facility due to an accident;
   • sterilisation or castration unrelated to the accident;
   • plastic surgery and organ transplantation;
   • post-operative procedures carried out after the 15th calendar day from the animal's surgery;
   • autopsy;
   • cremation or burial;
   • purchase of a commemorative plaque for the burial site and burial place;
   • costs of veterinary care incurred longer than 14 days from the date of the event, including, but not limited to, any long-term care costs resulting from the injury;
   • costs or liabilities if the Client does not allow veterinary care for the animal;
   • injuries resulting from the animal becoming infected with fleas, ticks, worms or other parasites during the Booking (or recurrence of a parasite problem first contracted before the Booking);
   • injuries resulting from (or recurrence of) a pre-existing condition, a breed-specific condition, a chronic disease, an orthopedic condition, a disease of unspecified cause, a preventable disease;
   • any non-medical expenses (including professional training, grooming, food and pet food);
   • a situation in which the Carer fails to follow the recommendations of a veterinarian or the Carer subjects the animal to medical procedures outside the control of a veterinarian or authorized persons.

§3 Substitute Caretaker Exclusions

1. The Client is not entitled to a Substitute Caretaker if they cancel the Reservation themselves.
2. The benefit does not apply if the need for it is reported less than three days before the scheduled start of the Reservation.

VII. Client Responsibilities in Case of an Incident

1. To access benefits under these Terms, the Client (or someone acting on their behalf) must promptly notify Animalhotels by completing the Application Form available in the Reservation and provide the following information:
   • Date of the incident
   • Type of incident (veterinary treatment/Caretaker cancellation)
   • Incident description
   • Estimated value of the incident
   • Bank account number and bank details
   • Declaration confirming the accuracy of the provided information
   • Consent for personal data processing for Animalhotels Protection purposes.
2. In case of an insurable event, the Client must:
   • Follow instructions from Animalhotels.
   • Allow Animalhotels to perform actions necessary to determine the circumstances, validity, and amount of the claim.
   • Protect Animalhotels’ ability to pursue compensation from responsible parties.
   • Minimise costs resulting from the incident.
3. In the event of an event causing or potentially causing a claim against the Client or another person covered by Animalhotels Care, they are obliged to:
   1. try to identify witnesses to the event;
   2. immediately, but no later than within the duration of the Reservation, provide information to Animalhotels about the occurrence of an event that may incriminate the Client or another person covered by Animalhotels Care Animalhotels, stating the circumstances and causes of the event and attaching the necessary documents concerning the circumstances of the event;
   3. immediately, but no later than within 7 days from the date of receipt of a claim for compensation from a third party, notify Animalhotels in writing of this fact;
   4. notify Animalhotels in writing if criminal, administrative or other proceedings have been initiated against the Client, or if a third party has filed a claim in court;
   5. forward to Animalhotels, if it has, a police note, a prosecutor's decision or a court judgment in a case related to the event from which its liability results.

VIII. Animalhotels Responsibilities

§1 Organisation and Coverage of Benefits

1. Animalhotels will cover the costs of services provided by the veterinary facility covered by Animalhotels Care in accordance with the scope of benefits to which the Client is entitled within the sums included in the Coverage Conditions.
2. Benefits are paid within 14 days of the date of completion of the Verification Process directly to the Client's bank account or another bank account indicated by the Client.
3. Benefits is paid in the currency of the country where the Reservation was actually made. Animalhotels is not responsible for any currency conversion costs, bank fees or other charges levied by the Client's financial institutions in connection with receiving Benefits in a foreign currency.
4. Benefits resulting from these Coverage Conditions are not provided in cash. All costs related to services covered by insurance are covered directly by Animalhotels. In the event of an event, the notification and coverage of benefits is made cashless.
5. In order to obtain coverage of the costs referred to in point 2, the Client should log in to the application and report the event in a specific Reservation by sending a completed Report Form.

§2 Payment of Benefits

1. The amount of the benefit is determined by Animalhotels on the day of the occurrence of the event covered by Animalhotels Protection and is paid accordingly to the Client.
2. After Animalhotels receives notification of the event, within 7 days of receiving this notification, Animalhotels will inform the Client about it, and Animalhotels will take action to determine the factual circumstances of the event, the validity of the claims made and the amount of compensation or benefit and in the scope of civil liability also as a result of a concluded settlement or a final court decision. Additionally, within 7 days of receiving notification of the event, Animalhotels will inform the Client what additional documents should be provided to Animalhotels. Animalhotels will inform about this in writing via e-mail (address: info@animalhotels.com) or in another way to which this person has agreed.
3. If the explanation within the time specified in point 2 circumstances necessary to establish liability or the amount of the benefit proved impossible, Animalhotels shall pay the benefit within 14 days from the date on which, with due diligence, it was possible to clarify these circumstances.
4. If the benefit is not due or is due in a different amount than specified in the Application Form, Animalhotels shall inform the Customer in writing via e-mail (address: info@animalhotels.com), indicating the circumstances and the legal basis justifying the total or partial refusal to pay the benefit.
5. Providing false data by the Customer, a person representing the Customer or another person covered by Animalhotels Care regarding the circumstances or effects of the event or refusing to provide explanations may result in the loss of the right to pay the benefit or compensation if this affected the determination of liability or if it was used to fraudulently obtain the benefit.
6. Animalhotels reserves the right not to pay the benefit if Animalhotels deems it justified.

§3 Required Documentation

1. The justification and amount of the benefit will be determined by Animalhotels based on the copies sent:

   1. for a veterinary event:
      1. a document confirming the need to subject the animal to treatment in connection with the accident,
      2. the animal's health booklet,
      3. a veterinary certificate confirming the animal's health condition with a description of wounds and injuries or their effects, after the event covered by Animalhotels Care,
      4. medical documentation describing all stages of the diagnostic and treatment process,
      5. bills or invoices for services performed and prescribed medications as part of the service,
      6. an information card for treatment at a veterinary facility,
      7. documents confirming the circumstances of the event covered by insurance (e.g. information from the police or prosecutor's office),
      8. photos and/or video recordings of injuries or other effects of the event;
   2. for the Caretaker’s resignation:
      1. lack of required documents

   provided that the Client has such documents or can obtain them based on the provisions of generally applicable local law.

2. In connection with the event under consideration, Animalhotels may request the Client to provide documents other than those indicated in paragraph 1, if they are necessary for Animalhotels to conduct proceedings to determine the validity of the benefit, if the claimant has such documents or may obtain them under the provisions of applicable local law.

3. At any time, Animalhotels has the right to request the presentation of original documents referred to above in point 1 §3 point IX.

4. In the event that Animalhotels does not receive all documents necessary to determine the validity of the benefit or compensation, the Client claiming the payment of the benefit should provide Animalhotels with information on the place and date of the event covered by Animalhotels Care, the name and address of the body or institution where the above documents are or may be located.

IX. Complaints

1. A Client who has a legal interest in determining liability and fulfilling the benefit under Animalhotels Care, the Client has the right to file a complaint, containing reservations regarding the services provided by Animalhotels in the scope of Animalhotels Care. They can be filed:

   • electronically via e-mail to the address: info@animalhotels.com;
   • by registered mail to the address Animalhotels sp. z o.o. 90-318 Łódź ul. Sienkiewicza 72;
   • by phone at +48 731 830 820 (Monday to Friday from 9:00 to 17:00, excluding public holidays).

2. In connection with the fact that the Client enters into the agreement electronically (online), if:

   1. The Client or another authorised person is a consumer;
   2. resides in the European Union, Norway, Iceland, Liechtenstein;

   may file a complaint with an entity authorized to conduct proceedings in matters of out-of-court resolution of consumer disputes through the European platform for resolving disputes ODR (Online Dispute Resolution). It is available at: http://ec.europa.eu/consumers/odr/.

3. If the Client who has a legal interest in determining liability and fulfilling the benefit of the insurance contract is a consumer, they may also use the assistance of the Municipal and District Consumer Ombudsmen.

4. Complaints are considered as soon as possible, but no later than within 30 days of their receipt. The date of the response is considered the date of its sending.

5. The Client will be notified of the resolution of the complaint by e-mail to the e-mail address indicated in the complaint or the correspondence address.

6. If - in particularly complex cases - Animalhotels is unable to respond to the complaint within 30 days, the complainant will be informed:

   1. what are the reasons for the delay;
   2. what circumstances Animalhotels still needs to know in order to consider the case;
   3. what is the new expected response date. It cannot be longer than 60 days from the date of receipt of the complaint.

X. Amendments to the Terms

1. Except where prohibited by law, Animalhotels may modify or terminate Animalhotels Care at any time, and such modification or termination shall apply to events occurring after the effective date of the modification or termination.
2. Animalhotels also reserves the right to modify Animalhotels Care to the extent required to comply with applicable law, including if a regulatory body determines that Animalhotels Care needs to obtain any license or other governmental authorization to provide Animalhotels Care or to address an unforeseen and imminent threat related to protecting online intermediation services, Users from fraud, malware, spam, data breaches or other threats without a 15-day notice period.
3. Changes to the Terms of Protection will be published in consolidated text along with information about them on the website animalhotels.com.
4. Animalhotels will notify the User of any changes to the Protection Terms by e-mail sent to the e-mail address and/or by SMS to the number associated with the User Account and/or by push notifications, 15 days before they come into effect.
5. The User may not accept the changes to the Protection Terms and in such a case request the deletion of the Account by submitting an appropriate statement within 15 days from the date of notification of the change to the Protection Terms. In the absence of such a request, it is assumed that the User has accepted the changes without reservation.
6. Unless otherwise agreed, all changes to these Protection Terms apply to all Customers, including Customers who started using the Website and/or the Application before these changes were introduced.
7. All benefits provided to the Customer under Animalhotels Care will cease immediately in the event that the Customer brings any action, suit or claim against Animalhotels or its officers, directors, employees, contractors, agents or affiliates regarding a claim recoverable under these Coverage Terms. Except in the case of a suit brought to enforce these Coverage Terms.

XI. Final Provisions

1. Disputes may be resolved amicably.
2. An action for claims arising from coverage by Animalhotels Care under the Cover Conditions may be brought before a court with jurisdiction according to the provisions on general jurisdiction or the court with jurisdiction for the Client's place of residence.
3. The Client should inform Animalhotels of any change to their details provided when joining Animalhotels Care by contacting them by e-mail at info@animalhotels.com or info@animalhotels.co.uk
4. In matters not regulated by these Protection Terms, the provisions of the law applicable to the user's country of residence or the country of service provision shall apply.