Terms of Service

Effective Date: January 04, 2026

Welcome to Penn Paws! These Terms of Service ("Terms") govern your access to and use of the Penn Paws mobile application, website, and related services (collectively, the "Services"). Penn Paws is a ride-sharing platform designed specifically for pet transportation, connecting pet owners ("Users" or "Customers") with independent drivers ("Drivers") who provide safe, reliable, and pet-friendly rides. Our mission is to make pet travel easier, with a focus on animal welfare and convenience for pet parents.

By downloading, accessing, or using the Services, you agree to be bound by these Terms. If you do not agree, you may not use the Services. These Terms form a legally binding agreement between you and Penn Paws LLC. ("we," "us," or "our"). We reserve the right to update these Terms at any time, and your continued use constitutes acceptance of any changes.

1. Eligibility

You must be at least 18 years old or the age of majority in your jurisdiction to use the Services. By using the Services, you represent that you meet this requirement and have the authority to enter into these Terms.

2. Description of Services

Penn Paws LLC operates as a technology platform that facilitates non-emergency pet transportation. In many cases, Services are provided in partnership with third-party facilities such as daycare, boarding, grooming, or veterinary providers ("Partner Facilities").

  • Services are generally available only to Customers who have a pre-existing relationship with a Partner Facility.

  • Penn Paws LLC acts solely as an intermediary, coordinating transportation between the Customer and the Partner Facility.

  • Use of Penn Paws LLC for transportation to or from a Partner Facility does not modify or affect your existing customer relationship or agreement with that Partner Facility. You remain a customer of the Partner Facility independently of Penn Paws LLC.

When a ride is requested to or from a Partner Facility:

  • Penn Paws LLC will communicate with the Customer to coordinate pickup and timing.

  • Penn Paws LLC will also communicate directly with the Partner Facility to arrange drop-off or pickup at the agreed timeframe.

  • During the provision of transportation Services, Customers of Partner Facilities are also considered Customers of Penn Paws LLC for the purposes of these Terms.

Key features include real-time matching of Customers and Drivers, GPS tracking, in-app communication, and payment processing. All Drivers are independent contractors, not employees of Penn Paws LLC.

The Services are intended for non-emergency pet transportation only. We do not provide veterinary care, pet sitting, or other services beyond transportation.

Expectations for Customers:

  • Provide accurate information about your pet (species, size, breed, health status, special needs).

  • Ensure your pet is healthy, vaccinated, and compliant with applicable laws.

  • Prepare your pet for travel (e.g., secured in a carrier if required).

  • Be available (or authorize a representative) for pickup and confirm handoff arrangements.

  • Treat Drivers and their vehicles with respect.

Ride availability depends on Driver participation and location. Estimated times and costs are approximations.

3. User Accounts

You must create an account with accurate information. You are responsible for maintaining confidentiality and for all activities under your account. We may suspend or terminate accounts for violations of these Terms.

4. Driver Requirements

Drivers must:

  • Be licensed, insured, and compliant with all applicable laws for vehicle operation and

  • animal transport.

  • Maintain clean, pet-friendly vehicles equipped with necessary safety features (e.g.,

  • harnesses, crates).

  • Handle pets with care, following best practices for animal welfare.

  • Report any issues during a ride promptly.

Penn Paws LLC performs background checks on Drivers, but we do not guarantee their performance. Users should review Driver ratings and profiles before confirming a ride.

5. Pet Safety and Welfare

Pet safety is our highest priority. Customers must ensure pets are fit for travel and not aggressive or ill. Drivers may refuse a ride if they believe it poses a risk.

In emergencies during a ride, Drivers are instructed to seek appropriate care, and Customers remain responsible for associated costs.

6. Liability and Possession of Pet

Once a Driver accepts physical possession of the pet at pickup, Penn Paws LLC assumes liability for events occurring during pickup, transport, drop-off, and handling of the pet while outside the premises of a Partner Facility.

Liability continues until the pet is successfully delivered to and accepted by the Partner Facility (for drop-offs) or by the Customer or authorized representative (for pickups from a facility).

Penn Paws LLC's liability is limited to direct damages caused by the gross negligence or willful misconduct of our Drivers during the period of possession described above. To the fullest extent permitted by law, Penn Paws LLC shall not be liable for indirect, incidental, special, consequential, or punitive damages, including but not limited to injury to pets arising from pre-existing conditions, pet behavior, or events outside our reasonable control.

Total liability for any single ride shall not exceed the amount paid for that ride plus reasonable emergency veterinary expenses directly resulting from Driver negligence.

Customers remain responsible for:

  • Accuracy of pet information provided.

  • Any damages caused by their pet’s behavior.

  • Compliance with Partner Facility requirements.

7. Payment Terms

Rides are charged based on distance, time, pet size, and other factors, as displayed in the app. Payments are processed through third-party providers, and you authorize us to charge your linked payment method.

  • Fees: Include base fare, surge pricing (if applicable), and any additional charges (e.g.,cleaning fees for messes).

  • Tips: Optional and go directly to Drivers.

  • Taxes: You are responsible for any applicable taxes.

We do not store your full payment information but may retain details for future use with your consent.


8. Cancellations and Refunds

  • Users may cancel rides before acceptance by a Driver without charge. After

  • acceptance, cancellation fees may apply.

  • Drivers may cancel for valid reasons (e.g., safety concerns), and we will attempt to re-

  • match you.

  • Refunds are issued at our discretion for issues like no-show Drivers or service failures.

  • No refunds for User cancellations after a ride begins.

9. Prohibited Conduct

  • You agree not to:

  • Use the Services for illegal purposes o r t o transport illegal items/animals.

  • Harass, abuse, or discriminate against Drivers or other Users.

  • Misrepresent pet information or engage in fraud.

  • Damage vehicles or property.

  • Violate intellectual property rights or post harmful content via the app.

Violation may result in account suspension, legal action, or reporting to authorities.

10. Indemnification

Yo u agree to indemnify and hold harmless Penn Paws, its affiliates, officers, employees, and Drivers from any claims, losses, or damages arising from your use of the Services, violation of these Terms, or your pet's actions.


11. Dispute Resolution

Any disputes arising from these Terms shall be resolved through binding arbitration in Pennsylvania, under the rules of the American Arbitration Association. You waive the right to participate in class actions.

12. Governing Law

These Terms are governed by the laws of the State of Pennsylvania, without regard to conflict of laws principles.

13. Changes to Terms

We may update these Terms at any time. We will notify you of material changes via the app or email. Continued use after changes constitutes acceptance.

14. Contact Us

For questions or concerns, contact us at support@pennpawspickup.com or through the app. By using Penn Paws, you acknowledge that you have read, understood, and agree to these Terms. Thank you for choosing Penn Paws - let's make pet travel paws-itive!