WagglyHub — Terms of Service

(Shop: WagglyHub as seller of record for Products | Services Marketplace: WagglyHub as intermediary for independent Service Providers)

Last updated: 19 April 2026

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1. Who we are & how to contact us

WagglyHub SRL ("WagglyHub", "we", "us", "our")

·       Registered office: Avenue du Globe 51, 1190 Forest (Brussels), Belgium

·       Belgian Company Number (BCE/KBO): 1028163475

·       VAT: BE1028163475

·       Contact: support@wagglyhub.com

·       Contact form: https://wagglyhub.com/pages/contact

Single point of contact under the Digital Services Act (Art. 11 and 12 DSA): support@wagglyhub.com. Notices from users and competent authorities may be submitted in English, French, Dutch or German.

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2. Scope and who these Terms apply to

These Terms govern your use of:

·       the Shop, where WagglyHub sells Products as the trader and seller of record; and

·       the Services Marketplace, where independent Service Providers offer pet-related Services directly to buyers, and WagglyHub acts as an intermediary platform only, without being a party to the contract for those Services.

These Terms apply to three categories of user:

·       Buyers — consumers or businesses who buy Products in the Shop or book Services on the Marketplace;

·       Service Providers — independent traders offering Services on the Marketplace (together with other commercial users, “Business Users” in the sense of Regulation (EU) 2019/1150 (“P2B Regulation”));

·       Visitors — anyone browsing the Service without an account.

When we refer to “you”, we mean whichever of these applies to you at the relevant moment.

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3. Geographic scope

Anyone may register an account on the Service.

However:

·       the Shop ships Products to addresses within the European Union and European Economic Area (EU/EEA) only;

·       Services on the Marketplace may only be offered and performed within the EU/EEA; and

·       Service Providers must be established (registered office or habitual place of business) in the EU/EEA.

If you place an order or booking from outside the EU/EEA, you acknowledge that the delivery address or the place of performance must still be within the EU/EEA, and that your local consumer-protection laws may offer additional protections that are not necessarily reflected in these Terms.

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4. Acceptance of these Terms

By creating an account, placing an order, or booking a Service, you confirm that you have read and accept these Terms and our Privacy Policy, Cookie Policy and Refund Policy.

If you are a consumer resident in the EU/EEA, the mandatory consumer-protection laws of your country of residence apply and prevail to the extent they cannot be waived by contract. Nothing in these Terms limits those rights.

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5. Eligibility

The Service is intended exclusively for adults. By creating an account or using the Service, you confirm that you have reached the age of majority and have the legal capacity to enter into a binding contract under the law of your country of residence.

The Service is not directed to minors and is not intended for use by anyone below the age of majority. We do not knowingly create accounts for, or process personal data of, minors.

If we become aware that an account has been created by or on behalf of a minor, we may suspend or terminate that account in accordance with Section 19.

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6. Accounts and security

You must provide accurate, current and complete information when creating an account and keep that information up to date. You are responsible for:

·       keeping your credentials confidential;

·       all activity under your account, unless caused by our breach of applicable security obligations; and

·       notifying us without undue delay of any unauthorised access or security incident affecting your account.

Notices. Notices, statements of reasons, and other communications sent by WagglyHub to the email address used to log in to your account (or other contact details on record) are deemed effectively delivered. Because your email address also serves as part of your login credentials, you must keep it valid and accessible at all times. You are responsible for monitoring communications from WagglyHub at that address.

We may refuse, suspend or terminate accounts in accordance with Section 19.

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7. Service Provider verification and trader traceability (Art. 30 DSA)

Before a Service Provider may offer Services on the Marketplace, and at appropriate moments thereafter, WagglyHub collects and, where required, verifies information in line with Article 30 of the Digital Services Act, including:

·       legal name, trading name and legal form;

·       registered address and, where different, place of business;

·       telephone number and email address;

·       entry in the trade register, business register or equivalent public register, where applicable;

·       VAT number, tax identification number (TIN) and Member State of tax residence; and

·       a self-certification that the Service Provider will offer only services complying with applicable EU law.

Identification documents and payment account details required for onboarding, identity verification and payouts are collected and held directly by our payment service provider (acting as a separate controller for that processing) and are not stored by WagglyHub.

Service Providers must ensure that the information held by WagglyHub remains accurate and must inform us of any changes without undue delay. We may suspend or remove listings where required information is missing, incorrect or outdated, as provided by Article 30(2) and (3) DSA.

Processing of personal data for these purposes is described in our Privacy Policy and is based on compliance with a legal obligation.

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8. Listings

8.1 Shop (Products)

WagglyHub creates and manages Shop listings. We are the seller of record but, unless expressly stated, not the manufacturer of the Products offered.

8.2 Services Marketplace

Service Providers create their own listings and are solely responsible for their content. Listings must be accurate, clear and not misleading and must include:

·       a clear description of the Service and what it includes;

·       the total price payable by the Buyer, inclusive of all taxes and fees where required by law;

·       the method, place and duration of performance;

·       any relevant qualifications, certifications or conditions;

·       information on cancellations and refunds, in line with the Refund Policy.

Service Providers must also comply with all applicable national and EU laws, including animal-welfare, consumer, professional-qualification, licensing and tax rules that may apply to their activity.

8.3 Professional liability and insurance

Each Service Provider is solely and fully responsible for the safe, lawful and proper performance of the Services they offer on the Marketplace, and for any harm, loss, injury or damage to pets, property or persons caused by, or occurring during, the Services.

WagglyHub acts exclusively as an intermediary that facilitates the discovery, booking, communication and settlement of Services between Buyers and Service Providers. WagglyHub is not a party to the Service contract, is not a guarantor of the Service, and is not an insurer of the Service Provider’s activity. WagglyHub does not operate a compensation fund and does not assume any liability for the acts, omissions or defaults of Service Providers (see Section 17).

WagglyHub does not currently require Service Providers to hold professional liability insurance as a condition to list on the Marketplace. However, Service Providers are strongly recommended to hold appropriate professional liability insurance covering their activity and the animals in their care, at a level proportionate to the nature and risk of the Services they offer.

Each Service Provider must accurately disclose on their profile:

·       whether or not they hold professional liability insurance;

·       if so, the name of their insurer and, in general terms, the scope of cover; and

·       any change to that information, without undue delay.

This information is displayed to Buyers before they confirm a booking. Buyers are encouraged to take this information into account when choosing a Service Provider. Where a Service Provider does not hold insurance, any claim for damages must be pursued directly against that Service Provider and, where applicable, through their insurer.

Providing inaccurate or misleading information about insurance status is a material breach of these Terms and may lead to suspension or termination under Section 19.

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9. How orders and bookings are formed

9.1 Shop orders

When you place an order in the Shop, you make an offer to WagglyHub to purchase the selected Products. A contract between you and WagglyHub is formed when we confirm acceptance of your order, or at the latest when the Products are dispatched, as stated at checkout.

9.2 Services bookings

When you book a Service on the Marketplace, you make an offer to the relevant Service Provider. A contract between you and the Service Provider is formed according to the listing and the Service Provider's confirmation.

WagglyHub is not a party to the contract for the Service between the Buyer and the Service Provider. WagglyHub provides the platform, the booking flow, messaging, payment collection and processing as receiving merchant of record for the transaction, settlement to the Service Provider, dispute mechanism and customer support, but does not itself deliver the Services.

Payment is collected from the Buyer at the time of booking, processed by WagglyHub through its payment gateway provider, and only transferred to the Service Provider after the Service has taken place, as described in Section 10.3.

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10. Prices, fees and payments

10.1 Shop (WagglyHub as seller)

Prices shown in the Shop include taxes and mandatory charges as required by law. Additional shipping or handling costs, where applicable, are shown before you confirm the order.

Payments for Shop orders are made to WagglyHub through our payment gateway providers. WagglyHub does not itself store full payment card details.

10.2 Services Marketplace (Provider as seller)

Service Providers set the prices for their Services. Prices displayed to Buyers include taxes and platform-related charges where required by law.

For Marketplace Services, WagglyHub acts as the receiving merchant of record for the transaction with the Buyer's bank or card issuer: payments are collected by WagglyHub through its payment gateway provider, processed under WagglyHub's merchant account with that provider, and subsequently transferred to the Service Provider after the Service has taken place, as described in Section 10.3.

While funds are pending transfer to the Service Provider, they are held in WagglyHub's payment-processing balance with the payment gateway provider — a virtual balance maintained by the gateway provider as a regulated payment institution. Funds are not held in a WagglyHub bank account, are not commingled with WagglyHub operating funds, and only reach a WagglyHub bank account if and when WagglyHub initiates a payout from its gateway balance for amounts that are due to WagglyHub itself.

WagglyHub does not provide a banking, escrow or e-money service to the Buyer or the Service Provider, does not act as a deposit-taker, and does not hold the Service Provider's funds in trust. The collection-and-transfer mechanism is a payment-processing arrangement provided by a regulated payment institution, used by WagglyHub for the limited purpose of settling Marketplace transactions.

10.3 Payment release and dispute window (Services)

For Services booked through the Marketplace, payment by the Buyer is collected at the time of booking by WagglyHub through its payment gateway provider. The funds remain in WagglyHub's payment-processing balance with the gateway provider pending performance of the Service (see Section 10.2). Payment is transferred to the Service Provider only after the Service has taken place, according to the following rules:

·       Manual confirmation by the Buyer. Once the Service has been performed, the Buyer can confirm completion through the Service. Confirmation triggers the transfer of the payment to the Service Provider, less the platform service fee described in Section 10.4.

·       Automatic transfer. If the Buyer does not confirm completion and does not initiate a dispute within 24 hours after the scheduled end date and time of the Service, the payment is transferred automatically to the Service Provider, less the platform service fee.

·       Dispute window. The 24-hour period after the scheduled end of the Service is the dispute window during which the Buyer may initiate a dispute through the Service. The procedure, eligible grounds, deadlines and possible outcomes of disputes are set out in the Refund Policy.

·       Effect of a dispute. Where a dispute is initiated within the dispute window, the transfer to the Service Provider is withheld until the dispute has been resolved in accordance with the Refund Policy. Depending on the outcome, the payment (in whole or in part) may be transferred to the Service Provider, refunded to the Buyer, or split between them.

These rules apply only to Services on the Marketplace. Payments for Shop Products are handled separately under Section 10.1 and the Refund Policy.

10.4 Platform service fee (Business Users)

WagglyHub charges a platform service fee of 15% on each Service transaction, to be paid by the Service Provider.

This fee is:

·       all-inclusive for standard transactions, meaning that it covers both the WagglyHub platform fee and the payment gateway fees and commissions applied by our payment service provider;

·       deducted automatically at payout through our payment gateway provider; and

·       shown in the Service Provider's dashboard before and after each transaction.

There is no subscription fee for Buyers or Service Providers.

Where, in the future, additional optional paid features are introduced (for example, promoted placements), their pricing and rules will be disclosed in advance in accordance with Section 15 and the P2B Regulation.

10.5 Tax responsibilities

WagglyHub is responsible for VAT and other sales taxes on Shop sales. Service Providers are responsible for their own tax obligations (including VAT where applicable) on Services they sell through the Marketplace.

As required by Council Directive (EU) 2021/514 ("DAC7"), WagglyHub collects identification and transaction data from reportable Service Providers and reports it annually to the Belgian tax administration (SPF Finances / FOD Financiën), as described in the Privacy Policy.

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11. Delivery and risk (Shop)

Delivery times stated in the Shop are estimates. For consumer Buyers, risk of loss or damage passes on physical receipt of the Products by you or a third party you designate (other than the carrier), in line with Directive (EU) 2019/771 and applicable national consumer law.

Tracking information is provided where available through our shipping partners.

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12. Cancellations, withdrawals, returns, refunds and disputes

All rights and procedures relating to cancellations, statutory rights of withdrawal, returns, refunds, disputes initiated within the dispute window described in Section 10.3 and chargebacks — for both Shop Products and Marketplace Services — are set out in our Refund Policy, which forms an integral part of these Terms.

Statutory consumer rights under EU and national law (including the right of withdrawal under Directive 2011/83/EU and the legal guarantee of conformity under Directive (EU) 2019/771) are not affected by these Terms or the Refund Policy.

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13. Acceptable use; user content; reviews

13.1 Acceptable use

You must not:

·       post or upload content that is unlawful, infringes third-party rights (including IP), is deceptive, discriminatory, hateful, violent, defamatory, or that endangers animal welfare or public safety;

·       engage in fraud, scams, spam, phishing, credential theft or circumvention of our security measures;

·       scrape, reverse-engineer or copy substantial parts of the Service without our written consent;

·       misuse the rating or review system (for example, by posting fake reviews or trading reviews for benefits);

·       use deceptive AI-generated content (for example, AI-generated photos misrepresenting the Service Provider, AI-generated reviews, or fake testimonials);

·       use the Service to circumvent taxes, sanctions or other applicable legal obligations.

13.2 User content

You retain ownership of the content you submit (listings, profiles, photos, messages, reviews). You grant WagglyHub a non-exclusive, royalty-free, worldwide, sublicensable licence to host, store, reproduce, adapt (for technical purposes), display and distribute that content, solely to operate, promote and improve the Service and to comply with legal obligations.

You are responsible for having the rights necessary to grant this licence.

13.3 Reviews

In line with Directive (EU) 2019/2161 (Omnibus Directive), we take reasonable and proportionate steps to verify that published reviews relate to Buyers who have actually booked or purchased the relevant Service or Product.

Reviews may be published in anonymous form and may contribute to aggregated ratings. We may moderate, edit, restrict or remove reviews where necessary to enforce these Terms, prevent abuse or comply with legal obligations, in accordance with Section 14.

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14. Illegal-content notices, moderation and complaint handling (DSA)

14.1 How to submit a notice (Art. 16 DSA)

Any person or entity may notify us of content on the Service that they consider illegal by using support@wagglyhub.com, the contact form, or the template in Annex B.

A notice should include:

·       the URL(s) or other precise identification of the content;

·       a sufficiently substantiated explanation of why the content is considered illegal (facts and, where known, legal basis — for example, IP infringement, deceptive practice, safety risk);

·       the name and email address of the notifier (except for notices concerning offences referred to in Articles 3 to 7 of Directive 2011/93/EU, which may be submitted anonymously); and

·       a good-faith statement that the information provided is accurate and complete.

14.2 How we act (Art. 16, 17 and 23 DSA)

We will:

·       confirm receipt of the notice without undue delay where contact details are provided;

·       assess the notice diligently, in a non-arbitrary and objective manner;

·       decide whether to remove, disable access to, restrict or maintain the content, or to take action against the account concerned (warning, suspension, termination, restriction of monetisation); and

·       notify the notifier and the affected user of the decision and its reasons, and of available redress mechanisms, by providing a statement of reasons in accordance with Article 17 DSA.

14.3 Measures against misuse (Art. 23 DSA)

We may temporarily suspend the processing of notices or complaints from persons or entities that frequently submit manifestly unfounded ones, and may suspend the provision of the Service to users who frequently provide manifestly illegal content, with prior warning.

14.4 Internal complaint-handling system (Art. 20 DSA)

Users affected by a moderation decision (content removal, account suspension or termination, restriction of monetisation, restriction of visibility) may submit a complaint free of charge within 6 months of the decision, via support@wagglyhub.com.

Complaints are reviewed by qualified staff not involved in the original decision. We aim to provide a reasoned decision within a reasonable timeframe and, for Business Users, in accordance with the timelines set out in Section 16.

14.5 Cooperation with authorities and trusted flaggers

We cooperate with competent authorities in accordance with Articles 9 and 10 DSA and give priority treatment to notices submitted by trusted flaggers recognised under Article 22 DSA.

14.6 Proportionality and small-enterprise status

WagglyHub currently qualifies as a micro enterprise within the meaning of Recommendation 2003/361/EC. Where applicable, WagglyHub may rely on the exclusions provided in Articles 19 and 29 of the Digital Services Act for micro and small enterprises, while continuing to apply, on a voluntary or proportionate basis, the substantive protections set out in this Section and in Section 15 (ranking transparency) and Section 7 (trader traceability).

The implementation of these obligations is proportionate to the nature, scale and risks of the Service and to WagglyHub's size and resources at any given time. WagglyHub will keep this approach under review and will progressively align with all applicable obligations as the Service grows and as it ceases to qualify as a micro or small enterprise.

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15. Ranking and search transparency (Art. 27 DSA and Art. 5 P2B)

15.1 Default ranking and Buyer-controlled sorting

When a Buyer performs a search on the Marketplace without selecting a specific sort option, Service Provider listings are ranked by a combination of:

- query–listing relevance (primary) — match between the Buyer's search (query, location, service category, dates) and the listing content;

- Service Provider performance rating (high) — aggregated Buyer ratings and reviews; and

- compliance and eligibility (gatekeeper) — listings that are not compliant with these Terms or applicable law, or that are not currently eligible to receive new bookings (see Section 15.2), may be excluded or down-ranked.

Additional signals may support ranking where relevant to the query (for example, Service Provider availability or proximity to the Buyer's location).

Buyers can change the order of search results at any time by selecting a specific sort option (such as price, distance, rating, availability, or most recent). When a Buyer selects a specific sort option, that option becomes the primary determinant of the order shown, and the default ranking described above does not apply. A more detailed description is set out in Annex A.

15.2 Trust-level system and capacity limits

Each Service Provider is assigned a trust level, determined by objective criteria including identity-verification status, number of completed bookings, cancellation rate, compliance with these Terms and Buyer feedback.

The trust-level system exists to protect Buyers, Service Providers and the platform by limiting platform exposure while a Service Provider builds a track record. Each trust level has an associated maximum booking value across all open transactions at that level, as follows:

Trust level	Trigger to reach this level	Maximum open booking value
New	Account created and verified	EUR 300
Emerging	5 completed bookings and 0 cancellations	EUR 1,000
Established	20 completed bookings and less than 5% cancellation rate	EUR 2,500
Trusted	50 or more completed bookings and less than 2% cancellation rate	Unlimited

When a Service Provider’s total open booking value reaches the maximum for their trust level, their listings are automatically hidden from search results until the open booking value falls below the applicable limit (for example, because an existing booking is completed). At that point, listings are automatically restored.

This pause-and-resume mechanism:

·       is fully automatic and does not involve any human review or decision;

·       is temporary and reversible by its design;

·       does not delete, suspend or terminate the account or any listing;

·       does not affect any booking that has already been accepted; and

·       does not constitute a moderation decision, account suspension, listing removal or statement of reasons within the meaning of Articles 17 and 20 DSA, or a restriction within the meaning of Article 4 P2B.

Service Providers can view their current trust level, open booking value and distance to the applicable limit in their dashboard at any time. Promotion to a higher trust level happens automatically once the criteria are met.

WagglyHub may adjust the thresholds, triggers or maximum booking values from time to time, with at least 15 days’ advance notice to Business Users where the change is material, in accordance with Section 16.1.

15.3 Promoted placements

Some placements in search results or on other surfaces may be marked as “Promoted” or equivalent. Paid promotion can increase the visibility of eligible listings but does not alter the parameters described in Section 15.1 for organic results. Promoted placements are clearly identified as such.

15.4 No guarantee; material changes

Visibility and ranking vary by query, time, category, location and language. We do not guarantee any particular level of visibility or number of bookings.

We do not disclose the exact weighting of individual parameters, but we will provide Business Users with at least 15 days' advance notice of material changes to ranking parameters that significantly affect them, together with a summary of the reasons, in accordance with Article 3 P2B.

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16. Business Users — P2B transparency, complaints and mediation

16.1 Terms changes affecting Business Users (Art. 3 P2B)

We will give Business Users at least 15 days’ prior notice of any proposed change to these Terms that may affect them, and a right to terminate their relationship with WagglyHub before the change takes effect. The notice period may be shortened where required by a legal or regulatory obligation, where necessary to address a security or fraud risk, or where the change is purely administrative.

16.2 Differentiated treatment (Art. 7 P2B)

WagglyHub and its affiliates do not currently offer their own pet-related services in competition with Service Providers on the Marketplace. If this changes in the future, we will disclose any differentiated treatment given to our own or affiliated services in terms of ranking, access to data, terms and conditions, or other relevant aspects, as required by Article 7 P2B.

16.3 Access to data (Art. 9 P2B)

Service Providers have access through the provider dashboard to data relating to:

·       their own listings and profile;

·       bookings made with them and the corresponding Buyer data necessary to perform the Service;

·       aggregated performance metrics (ratings, reviews, response time, cancellation rate); and

·       payouts, fees and transaction history.

WagglyHub does not share a Service Provider’s transaction data with other Service Providers except in anonymised and aggregated form. Access to personal data is subject to the Privacy Policy and applicable data-protection law.

16.4 Restrictions on offering different conditions (Art. 10 P2B)

WagglyHub does not restrict Service Providers from offering the same or different Services on other channels or platforms, or directly to customers, on different conditions.

16.5 Internal complaint-handling for Business Users (Art. 11 P2B)

Business Users may submit a platform-related complaint to support@wagglyhub.com at any time, including complaints about alleged non-compliance with these Terms, technological issues materially affecting the Service, or measures taken by WagglyHub that materially affect the Business User.

We will handle complaints:

·       free of charge;

·       in a reasonable timeframe proportionate to their complexity;

·       through qualified staff communicating in English; and

·       where possible, providing the outcome in writing with reasons.

16.6 Mediation (Art. 12 P2B)

Where a complaint cannot be resolved through the internal complaint-handling system in Section 16.5, WagglyHub is willing to engage in good-faith mediation with Business Users in relation to disputes arising out of or in connection with these Terms.

WagglyHub maintains a list of qualified mediators based in Belgium and willing to handle Marketplace-related disputes. The current list is available on request at support@wagglyhub.com and may be updated from time to time without amendment of these Terms.

Where WagglyHub is not required, due to its size, to designate specific mediators in advance under Article 12(5) of the P2B Regulation, it nevertheless commits to good-faith engagement with mediators reasonably proposed by the Business User, provided the proposed mediator is independent, qualified, based in the EU/EEA and reasonably priced and accessible.

Each party bears its own costs of mediation unless otherwise agreed. Recourse to mediation is without prejudice to the Business User's right to bring legal proceedings.

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17. Liability

17.1 General principles

Nothing in these Terms excludes or limits our liability for:

·       death or personal injury caused by our negligence;

·       fraud or fraudulent misrepresentation;

·       wilful misconduct; and

·       any matter for which liability cannot be excluded or limited under applicable law.

For consumer Buyers, statutory rights under applicable consumer-protection law (including the legal guarantee of conformity of 2 years under Directive (EU) 2019/771) apply and are not affected by this Section.

17.2 Shop Products

When you buy Products from the Shop, WagglyHub is the seller and is liable accordingly under applicable consumer-protection law. Manufacturer warranties, where offered, apply in addition to your statutory rights and do not replace them.

17.3 Marketplace Services

For Services purchased from independent Service Providers:

·       the Service Provider is solely and fully responsible for the proper, safe and lawful performance of the Service, and for any damage, loss, injury or harm caused by or during the Service, including to pets, property or persons;

·       WagglyHub acts exclusively as an intermediary that facilitates the discovery, booking, communication and settlement of Services between Buyers and Service Providers. WagglyHub is not a party to the Service contract, is not a provider of the Services, and does not itself perform any pet-related service. WagglyHub's role as receiving merchant of record for the payment transaction (Section 10.2) is a payment-processing function and does not make WagglyHub a party to the underlying Service contract or responsible for its performance;

·       WagglyHub makes no warranty or representation, express or implied, as to the quality, safety, lawfulness, suitability or outcome of any Service listed on the Marketplace;

·       WagglyHub is not an insurer or guarantor of the Services and does not operate a compensation fund. Any claim for damages arising from a Service must be pursued directly against the Service Provider and, where applicable, through that Service Provider's insurer; and

·       Buyers are encouraged to check, before booking, whether the Service Provider holds professional liability insurance (see Section 8.3).

WagglyHub's role is limited to providing the platform, booking flow, messaging, payment collection and settlement, dispute-support tools and customer support.

17.4 Liability cap for Business Users

To the extent permitted by law, and without prejudice to Section 17.1, WagglyHub's aggregate liability to a Business User under or in connection with these Terms, per 12-month rolling period, is limited to the higher of:

·       the total amount of platform service fees paid by that Business User to WagglyHub in the 12 months preceding the event giving rise to the claim; or

·       EUR 100.

WagglyHub is not liable to Business Users for indirect, consequential, special or punitive damages, including loss of profits, loss of revenue, loss of goodwill, loss of data, or loss of business opportunities.

17.5 Liability of Service Providers to WagglyHub (Indemnity)

Service Providers shall indemnify, defend and hold WagglyHub harmless from and against any third-party claim, demand, regulatory action, fine, penalty, scheme fee, gateway fee, chargeback amount, refund, loss, cost or expense (including reasonable handling and recovery costs and reasonable legal fees) arising out of or in connection with:

·       their Services, listings, profile content, communications, or other content they submit to the platform;

·       their breach of these Terms, the Refund Policy, the Privacy Policy or applicable law (including consumer-protection, animal-welfare, professional-qualification, licensing, tax, anti-money-laundering and data-protection rules);

·       their failure to perform a confirmed booking, performance that is defective, unsafe or non-compliant, or any personal injury, property damage or harm to animals caused by or during the Services;

·       any chargeback, dispute, refund or reversal by a Buyer's bank, card issuer or payment scheme that is reasonably attributable to the Service Provider's acts or omissions, including the disputed amount, scheme and gateway fees, and reasonable platform handling costs (see Section B7 of the Refund Policy); and

·       their misrepresentation in onboarding information, identity-verification data, tax data, insurance disclosure or other declarations made to WagglyHub.

This indemnity is without prejudice to WagglyHub's right to apply the recovery mechanisms set out in the Refund Policy (Section B4.3), including deduction from future payouts, debit of the connected payment account where available, and provider debit ledger.

This indemnity does not apply to consumer Buyers and does not extend to losses caused by WagglyHub's own breach of these Terms or of applicable law.

Service Providers acknowledge and accept that, by accepting bookings on the Marketplace, all amounts owed to WagglyHub under these Terms or the Refund Policy may be set off against amounts WagglyHub owes to the Service Provider (including future payouts), and that WagglyHub is authorised to instruct its payment gateway provider to apply such set-off.

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18. Force majeure

Neither party is liable for a failure or delay in performing its obligations under these Terms to the extent that the failure or delay is caused by events beyond its reasonable control, including natural disasters, armed conflict, acts of public authority, general labour disputes not specific to a party, widespread telecommunications or internet failures, or comparable events. The affected party must inform the other as soon as reasonably possible and resume performance as soon as the event has ended.

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19. Suspension and termination

19.1 By you

You may close your account at any time through your account settings or by contacting support@wagglyhub.com, subject to completing any active orders or bookings and to retention obligations described in the Privacy Policy.

19.2 By WagglyHub

We may suspend, restrict or terminate an account or listings where:

·       you materially breach these Terms, the Privacy Policy, the Cookie Policy, the Refund Policy or applicable law;

·       your use of the Service creates security, fraud, legal or safety risks; or

·       we are required to do so by a competent authority or applicable law.

19.3 Due process

Where we restrict or terminate a listing or account:

·       we provide a statement of reasons in accordance with Article 17 DSA (for all users) and, where applicable, Article 4 P2B (for Business Users), including the facts and legal grounds of the decision and information about available redress;

·       affected users may use the internal complaint-handling system described in Sections 14.4 and 16.5; and

·       termination of Business Users takes effect with 30 days' prior notice, except in cases of repeated breach of applicable laws, or where a shorter period is justified under Article 4(4) P2B.

19.4 Immediate suspension in urgent cases

WagglyHub may suspend an account, listing or specific functionality immediately and without prior notice where this is necessary to:

·       protect the safety of pets, Buyers, Service Providers or third parties;

·       prevent or stop ongoing fraud, abuse, illegal activity or material breach of applicable law;

·       preserve the integrity, security or availability of the Service (for example, where an account appears to have been compromised);

·       comply with a binding instruction from a competent authority or court; or

·       prevent serious harm to WagglyHub or to other users that could not be effectively prevented by ordinary notice procedures.

Immediate suspension is intended as a temporary protective measure. As soon as reasonably possible thereafter, and in any event within the timeframes required by Article 17 DSA and, where applicable, Article 4 P2B:

·       WagglyHub provides the affected user with a statement of reasons;

·       WagglyHub makes available the internal complaint-handling system described in Sections 14.4 and 16.5; and

·       WagglyHub determines, based on the information available, whether to lift the suspension, convert it into a longer restriction, or proceed to termination under Section 19.2.

Immediate suspension under this Section does not trigger the 30-day Business User notice period in Section 19.3, in line with Article 4(4) P2B, where the urgency or breach justifies a shorter period.

19.5 Effect of suspension or termination on bookings and balances

Suspension or termination of an account does not by itself cancel obligations that arose before the effective date. The following rules apply:

(a) Termination of a Service Provider for fault.

Where WagglyHub suspends or terminates a Service Provider on the basis of a material breach of these Terms, the Refund Policy or applicable law, any bookings still pending performance are treated as having been cancelled by the Service Provider, and the cancellation rules and fees set out in Section B4 of the Refund Policy apply (Buyers receive a full refund; the Service Provider is charged the applicable cancellation administration fee, late cancellation fee where applicable, non-recoverable payment gateway fees, and any platform service fees).

WagglyHub will notify affected Buyers without undue delay of the cancellation of their bookings and the refund process. WagglyHub will also use reasonable endeavours to suggest alternative Service Providers on the Marketplace, but does not guarantee the availability or suitability of any alternative.

(b) Suspension of a Buyer for fraud or abuse.

Where WagglyHub suspends or terminates a Buyer on the basis of fraud, abusive behaviour or material breach of these Terms, WagglyHub may cancel any bookings made by that Buyer that are still pending performance. In such cases, where the Service Provider has acted in good faith and the cancellation is not attributable to the Service Provider:

·       WagglyHub will use reasonable endeavours to retain the platform service fee and pay a corresponding amount to the Service Provider as compensation for the cancelled booking, where this is operationally and legally possible;

·       where the Buyer's payment cannot be retained (for example, because it is reversed by the Buyer's bank as a result of fraudulent card use), no payment is due to the Service Provider in respect of that booking, and any provisional amount already paid may be recovered from the Service Provider in accordance with Section B4.3 of the Refund Policy.

(c) Pending payments.

Payments that have been collected but not yet transferred to a Service Provider at the time of suspension or termination are withheld until any related disputes, chargebacks, regulatory checks or compliance issues are resolved.

(d) Outstanding balances.

Any outstanding balance owed by the Service Provider to WagglyHub (including platform service fees, cancellation fees, dispute splits, chargeback amounts, scheme and gateway fees, recovery costs and amounts in the provider debit ledger) becomes immediately due and payable on suspension or termination. WagglyHub may set off any such amount against any payment that would otherwise be due to the Service Provider, and may apply the recovery mechanisms in Section B4.3 of the Refund Policy, including direct invoicing and ordinary debt-collection channels.

(e) Tax, regulatory and verification data.

Data that WagglyHub is required to retain under applicable law (in particular under Article 30 DSA and DAC7) is retained for the periods set out in the Privacy Policy, regardless of suspension or termination.

19.6 Survival

The following provisions of these Terms survive termination of the relationship between WagglyHub and a user, to the extent necessary to give them effect:

·       Section 13.2 (licence to user content already submitted to the Service);

·       Section 17 (Liability), including the indemnity in Section 17.5;

·       Section 18 (Force majeure);

·       Section 19.5 (Effect of suspension or termination on bookings and balances);

·       Section 20 (Intellectual property);

·       Section 21 (Privacy and data protection), to the extent that processing continues under the Privacy Policy;

·       Section 23 (Governing law and jurisdiction);

·       Sections 25 (Language) and 26 (Miscellaneous); and

·       any other provision which, by its nature, is intended to survive termination.

19.7 Precautionary holds and fraud-related suspensions

Independently of Sections 19.2 and 19.3, WagglyHub may immediately suspend a booking, an account, a listing or the release of a payment on a precautionary basis where it has a reasonable suspicion of:

·       fraudulent or unauthorised use of a payment instrument (including stolen-card use, card-testing, or transactions later disputed by the cardholder);

·       account take-over, identity fraud or use of false identification;

·       coordinated abuse of the platform (for example, fake-booking schemes, collusion between Buyer and Service Provider, or refund or review manipulation);

·       a serious risk to the safety of pets, persons or property; or

·       a serious breach of applicable law that requires immediate action.

Where a precautionary suspension is applied:

·       the affected Buyer and (where relevant) Service Provider are notified without undue delay, with the level of detail that is appropriate without compromising the investigation, fraud prevention or legal obligations;

·       the Service Provider must not perform a Service relating to a suspended booking. Any Service performed against a suspended booking is performed at the Service Provider's own risk and on its own responsibility, and WagglyHub bears no obligation to release the corresponding payment;

·       WagglyHub conducts the investigation diligently and lifts the suspension once the cause has been resolved, or otherwise applies the measures described in Section 19.2;

·       a statement of reasons under Section 19.3 is provided as soon as reasonably practicable, taking into account fraud-prevention and legal-investigation needs; and

·       this Section is without prejudice to WagglyHub's rights and obligations under applicable law and to the Buyer's and Service Provider's rights of complaint and redress described in Sections 14.4 and 16.5.

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20. Intellectual property

The Service, including its software, design, branding, trademarks, logos, text, graphics and databases, is owned by WagglyHub or its licensors and is protected by intellectual-property law. Nothing in these Terms transfers any intellectual-property rights to you, other than a limited, revocable, non-transferable licence to use the Service as intended.

User content remains owned by the user, subject to the licence granted in Section 13.2.

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21. Privacy and data protection

Our processing of personal data is described in the Privacy Policy. In summary:

·       WagglyHub is controller for Shop transactions, account management, booking flows, platform operations, trust and safety, fraud prevention, payments routing and support;

·       Service Providers are independent controllers for the personal data they receive to perform their Services; and

·       for certain limited activities (notably platform messaging and the operation of the public review system relating to a specific professional), WagglyHub and the relevant Service Provider may act as joint controllers under Article 26 GDPR.

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22. Consumer information; ADR

22.1 Alternative Dispute Resolution (ADR)

Consumers resident in Belgium may, for disputes they have not been able to resolve with us directly, contact the Consumer Mediation Service:

Service de Médiation pour le Consommateur / Consumentenombudsdienst

North Gate II, Boulevard du Roi Albert II 8 bte 1, 1000 Brussels

https://mediationconsommateur.be / https://consumentenombudsdienst.be

WagglyHub is not obliged to participate in ADR procedures but may do so voluntarily.

Consumers resident in other EU/EEA Member States may contact the ADR entity competent in their country.

22.2 EU Online Dispute Resolution (ODR) platform

The EU Online Dispute Resolution platform operated under Regulation (EU) 524/2013 was discontinued on 20 July 2025. No ODR link is therefore provided.

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23. Governing law and jurisdiction

These Terms are governed by Belgian law, excluding its conflict-of-law rules and the UN Convention on Contracts for the International Sale of Goods (CISG).

·       Consumer Buyers: disputes may be brought before the courts of Brussels (Belgium) or, at your option, the courts of your Member State of residence. Mandatory consumer-protection laws of your country of residence continue to apply.

·       Business Users: the courts of Brussels (Belgium) have exclusive jurisdiction over any dispute arising out of or in connection with these Terms, without prejudice to Section 16.6 on mediation.

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24. Changes to these Terms

We may update these Terms from time to time. Where a change materially affects Business Users, we will provide at least 15 days' prior notice in accordance with Section 16.1.

For other users, we will post the updated version and revise the “Last updated” date. Where changes are material, we will provide additional notice (for example, by email or through the Service). Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

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25. Language

These Terms are published in English, which is the original and prevailing version.

Translations into other languages may be provided for convenience. In case of discrepancy, the English version prevails, except where mandatory provisions of applicable law (in particular, Belgian consumer-protection law and language legislation) require a specific language version to prevail in relation to consumers.

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26. Miscellaneous

·       Entire agreement. These Terms, together with the Privacy Policy, Cookie Policy and Refund Policy, constitute the entire agreement between you and WagglyHub regarding the Service.

·       Severability. If any provision is held invalid or unenforceable, the remaining provisions continue in full force.

·       No waiver. A failure or delay to enforce any provision does not constitute a waiver.

·       Assignment. You may not assign your rights or obligations without our prior written consent. We may assign our rights and obligations to a group company or in connection with a corporate transaction, subject to appropriate safeguards and to your rights under applicable law.

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27. Contact

·       Email: support@wagglyhub.com

·       Contact form: https://wagglyhub.com/pages/contact

·       Postal address: WagglyHub SRL, Avenue du Globe 51, 1190 Forest (Brussels), Belgium

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Annex A — How ranking and search results work (Services Marketplace — DSA Art. 27 and P2B Art. 5 transparency)

Default ranking

When a Buyer performs a search on the Marketplace without selecting a specific sort option, Service Provider listings are ranked by a combination of the following main parameters:

Parameter	Relative importance	What it means
Query–listing relevance	Primary	Match between the Buyer’s search (query, location, service category, dates) and the listing content (title, description, tags, category, service area).
Service Provider performance rating	High	Aggregated Buyer ratings and reviews relating to completed Services.
Compliance and eligibility	Gatekeeper	Listings that are not compliant with these Terms or applicable law, or that are not currently eligible to receive new bookings (for example, because the Service Provider has reached the open-booking-value limit of their trust level — see Section 15.2), may be excluded or down-ranked.

Additional signals may support ranking where relevant to the query (for example, Service Provider availability in the requested window, or proximity to the Buyer's location).

Buyer-controlled sorting

Buyers can change the order of search results at any time by selecting a specific sort option (for example: price ascending, price descending, distance, rating, availability, or most recent). When a Buyer selects a specific sort option, that option is the primary determinant of the order shown, and the default ranking above does not apply.

Any such change applies only to the Buyer who made the selection and does not affect other Buyers' results.

Promoted placements

Some placements in search results or on other surfaces may be marked as “Promoted” or equivalent. Paid promotion may increase the visibility of eligible listings but does not alter the default ranking logic or Buyer-selected sort options for non-promoted results. Promoted placements are clearly identified as such.

No guarantee

Visibility and ranking vary by query, sort option selected by the Buyer, time, category, location and language. WagglyHub does not guarantee any particular level of visibility or number of bookings to any Service Provider.

Data used for ranking

Ranking uses listing information, aggregated Service Provider performance (including ratings and reviews), eligibility and compliance status, and, where relevant to the query, availability and location. Personal data is processed in accordance with the Privacy Policy.

Material changes

We will give Business Users at least 15 days' advance notice of any material change to the parameters described in this Annex that significantly affects them, together with a summary of the reasons, in accordance with Article 3 of the P2B Regulation.

Trust-level capacity and visibility

Each Service Provider is assigned a trust level that determines the maximum open booking value they may hold across all active transactions. The system protects Buyers, Service Providers and the platform by limiting exposure while a Service Provider builds a track record.

Trust level	Trigger	Max open booking value
New	Account created and verified	EUR 300
Emerging	5 completed bookings, 0 cancellations	EUR 1,000
Established	20 completed bookings, less than 5% cancellation rate	EUR 2,500
Trusted	50+ completed bookings, less than 2% cancellation rate	Unlimited

New Service Providers start at the New level with a maximum of EUR 300 of open booking value across all active transactions. As they complete bookings and build a track record, their limit increases automatically.

When the open booking value reaches the applicable maximum, listings are automatically hidden from search until capacity is available again, and then automatically restored. This is not a moderation decision and does not affect existing bookings. See Section 15.2.

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Annex B — Template notice of illegal content (Art. 16 DSA)

To: support@wagglyhub.com

1. Identification of the content (URL or other precise location on the Service): [__________]

2. Explanation of why the content is considered illegal (facts and, if known, legal basis — for example, IP infringement, deceptive practice, safety risk, data-protection breach, animal-welfare concern): [__________]

3. Your name and email (optional for notices concerning offences under Articles 3 to 7 of Directive 2011/93/EU): [__________]

4. Good-faith declaration: "I declare in good faith that the information in this notice is accurate and complete."

5. Signature or electronic equivalent: [__________]

Upon receipt of a complete notice, WagglyHub will acknowledge receipt, assess the notice, take appropriate action, and notify the notifier and the affected user of the outcome and available redress, in accordance with Articles 16, 17 and 20 DSA.