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Notice & Take-Down Procedure

Notice & Take-Down Procedure

Last updated: July 2026

PetGuru hosts and transmits content created by its users. If you believe that content on the Platform is unlawful, infringes your rights (including your intellectual property), or otherwise breaches our Terms & Conditions, you may ask us to remove or disable access to it. This procedure follows Section 77 of the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

1. How to Report Content Quickly

For most issues, the fastest route is the "Report" tool available on listings, profiles, and posts. For urgent animal-welfare or fraud concerns, see our Community Guidelines and Safety & Anti-Scam Guide.

2. Our Designated Agent

Formal take-down notifications should be sent to our designated agent:

3. What a Valid Take-Down Notification Must Contain

To be valid under Section 77 of ECTA, a take-down notification must be in writing, addressed to our designated agent, and must include:

  1. The full names and address of the complainant.
  2. The written or electronic signature of the complainant.
  3. Identification of the right that has allegedly been infringed.
  4. Identification of the material or activity that is claimed to be unlawful or infringing, and its location on the Platform (for example, the URL).
  5. The remedial action you require us to take.
  6. The telephonic and electronic contact details of the complainant.
  7. A statement that the complainant is acting in good faith.
  8. A statement that the information in the notification is true and correct to the complainant's knowledge.

4. What Happens Next

  • On receipt of a notification that meets the requirements above, we will act expeditiously to review it and, where appropriate, remove or disable access to the content.
  • In line with Section 77(2) of ECTA, PetGuru is not liable to any person for taking down content in good-faith response to a notification.
  • A notification that does not meet the Section 77 requirements may not be actioned and does not, by itself, fix us with knowledge of any unlawful activity.

5. Important: False or Abusive Notices

Under Section 77(3) of ECTA, a person who lodges a take-down notification that knowingly, materially misrepresents the facts may be liable for damages resulting from the wrongful take-down. Please do not use this procedure to target a competitor or to remove lawful content.

6. Counter-Notice & Appeals

If your content was removed and you believe this was in error, you may appeal by emailing support@petguru.co.za with the subject line "Take-Down Appeal", identifying the content and explaining why it should be restored. We review appeals fairly and may restore content where a notification is shown to be invalid or misconceived.

7. No General Duty to Monitor

In line with Section 78 of ECTA, PetGuru is under no general obligation to monitor the content that users transmit or store, or to actively seek facts indicating unlawful activity. This procedure is the primary way unlawful content is brought to our attention.