Changes in terms and conditions

Terms of Animalhotels Care 1.0.0

Table of contents

Document version: 1.0.0

Effective as of: 12/03/2025 to: 05/18/2025

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 - maximum reimbursement up to PLN 5,000 in Poland and GBP 1,000 in the UK;
    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 recognized veterinary knowledge in Poland and the UK.
  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 failing to provide proper living conditions, as specified by animal protection laws, including neglect or insufficient feeding.

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§2 Veterinary Treatment Costs Exclusions

Animalhotels Care will not cover:

  1. Treatment of chronic conditions, illnesses that occurred before the Reservation period, or those that emerged after the Reservation ended.
  2. Treatment of behavioural disorders or illnesses resulting from them.
  3. Desensitisation treatments unless justified by prior allergy test results and deemed necessary by a veterinarian to improve or restore the pet's health.
  4. Care related to reproduction, pregnancy, or childbirth, except for pregnancy complications.
  5. Preventative, routine, or voluntary procedures unrelated to an accident.
  6. Dental, cosmetic, or hygiene procedures unrelated to an accident.
  7. Rehabilitation or the purchase of prosthetics.
  8. Long-term care or expenses exceeding medically necessary treatments, including excessive diagnostic or treatment costs.
  9. Experimental treatments, radiotherapy, or non-medically necessary procedures.
  10. Euthanasia (except in cases of medical necessity).
  11. Cremation, burial, or related memorial expenses.
  12. Costs of veterinary care lasting more than 14 days from the date of the incident.
  13. Injuries caused by fleas, ticks, worms, or other parasites contracted during the Reservation.
  14. Expenses unrelated to medical needs, such as training, grooming, or pet food.
  15. Situations where the Caretaker fails to follow veterinary recommendations or performs unauthorized medical procedures.

§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.

VIII. 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.

IX. Animalhotels Responsibilities

§1 Organisation and Coverage of Benefits

  1. Animalhotels will cover costs of veterinary services within the limits specified in the Terms.
  2. Benefits are paid within 14 days after completing the Verification Process, directly to the Client's bank account or another account specified by the Client.
  3. Claims and payments are handled cashlessly.

§2 Payment of Benefits

  1. The benefit amount is determined based on the incident details provided on the date of the event.
  2. Within 7 days of receiving an incident report, Animalhotels will inform the Client of the next steps and any additional required documents.
  3. If determining liability or the benefit amount is delayed, payment will occur within 14 days of completing the necessary verification.
  4. If the claim is denied or reduced, Animalhotels will inform the Client in writing, providing reasons for the decision.

§3 Required Documentation

  1. Clients must provide supporting documentation, such as:
    • Veterinary reports confirming treatment necessity.
    • Pet medical records.
    • Invoices for services and medications.
    • Any other evidence related to the incident.

X. Complaints

  1. Complaints regarding Animalhotels services under the Protection Program can be submitted:
    • Via email at info@animalhotels.com
    • By post to Animalhotels sp. z o.o., 90-318 Łódź, ul. Sienkiewicza 72.
    • By phone at +48 731 830 820 (Monday-Friday, 9:00 AM–5:00 PM).
  2. EU-based Clients can use the European Online Dispute Resolution platform at http://ec.europa.eu/consumers/odr/.
  3. Complaints are processed as quickly as possible, but no later than 30 days after receipt.

XI. Amendments to the Terms

  1. Animalhotels reserves the right to amend or terminate the Protection Program at any time. Changes apply to incidents occurring after the effective date of the amendments.
  2. Clients will be notified of changes via email or SMS 15 days before implementation.
  3. Clients may reject changes by requesting account deletion within 15 days of notification.

XII. Final Provisions

  1. Disputes may be resolved amicably.
  2. Legal claims related to Animalhotels Care can be filed in courts with jurisdiction over the Client’s residence.
  3. Any matters not regulated by these Terms are subject to Polish and British law.
  4. The language used between the Client and Animalhotels is Polish or English.
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