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Terms & Conditions

Terms & Conditions

Last updated: May 2026

Please read these Terms & Conditions ("Terms") carefully before using the PetGuru website and platform located at petguru.co.za (the "Platform"), operated by RealTeasy (Pty) Ltd ("PetGuru", "we", "us", or "our"), a company registered in South Africa.

1. Acceptance of Terms

By accessing or using the Platform in any manner, including browsing, creating an account, posting a listing, or making a purchase, you agree to be bound by these Terms, our Privacy Policy, our POPIA Notice, our Community Guidelines, our AI Disclaimer, our Refund & Returns Policy, and our Merchant Terms (where applicable), all of which are incorporated into these Terms by reference.

If you are accessing the Platform on behalf of a business or organisation, you represent that you have the authority to bind that entity to these Terms, and "you" refers to that entity.

If you do not agree to these Terms, you must immediately cease using the Platform.

2. Eligibility

You must be at least 18 years of age to create an account or use any transactional features of the Platform. By using PetGuru, you represent and warrant that you meet this age requirement and that all registration information you submit is truthful, accurate, and complete.

3. User Accounts

3.1 Account Creation

To access certain features of the Platform you must register for an account. You agree to provide accurate, current, and complete information and to keep your account details up to date. You may register using an email address and password, or via a supported social login provider.

3.2 Account Security

You are solely responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must notify us immediately at support@petguru.co.za if you suspect any unauthorised use of your account.

3.3 Account Suspension and Termination

PetGuru reserves the right to suspend, restrict, or terminate your account at any time, with or without notice, if we believe you have violated these Terms, engaged in fraudulent activity, or acted in a manner that is harmful to other users or to PetGuru. You may close your account at any time by contacting us or using the account settings on the Platform.

4. User Conduct

You agree that you will not use the Platform to:

  • Post false, misleading, or fraudulent listings, including misrepresenting the health, breed, or age of animals.
  • Sell, offer, or facilitate the sale of animals that have been illegally obtained, smuggled, or obtained through animal cruelty.
  • Engage in any activity that violates the Animals Protection Act 71 of 1962, the Performing Animals Protection Act, or any other applicable South African legislation relating to animal welfare.
  • Harass, threaten, defame, or abuse other users.
  • Upload or distribute malware, viruses, or any other harmful code.
  • Scrape, crawl, or systematically extract data from the Platform without our prior written consent.
  • Circumvent, disable, or interfere with any security features of the Platform.
  • Use the Platform for any unlawful purpose or in violation of any applicable South African or international law.
  • Impersonate any person or entity, or falsely claim any affiliation with a person or entity.
  • Post spam, unsolicited commercial messages, or chain letters.

5. Listings and Marketplace

5.1 Accuracy of Listings

Users who post listings are solely responsible for the accuracy, completeness, and legality of the content they submit. PetGuru does not independently verify all listing information and makes no warranties regarding the accuracy of any listing.

5.2 Prohibited Items

The following may not be listed or sold on the Platform: animals obtained illegally or unethically; wildlife or protected species without the requisite permits; products or services that contravene any South African law.

5.3 Transactions

PetGuru may facilitate transactions between buyers and sellers but is not a party to any transaction unless explicitly stated. PetGuru does not guarantee that a transaction will be completed and is not responsible for the acts or omissions of buyers or sellers.

5.4 Off-Platform Communications and Direct Transactions

Once you initiate contact through the Platform, you and the other party may choose to communicate, exchange contact details, transact, deliver, or arrange handover outside the Platform: by phone, WhatsApp, email, in person, or any other channel. You acknowledge that any such off-platform communication or transaction is at your sole risk. PetGuru does not monitor, supervise, mediate, escrow funds for, hold records of, or assume any liability for off-platform interactions. Disputes arising from off-platform conduct must be resolved between the parties directly. PetGuru's refund and dispute-resolution processes apply only to transactions completed on the Platform via our integrated payment gateway.

5.5 Live Animal Listings

Listings of live animals are between the seller (breeder, shelter, or private owner) and the buyer. The seller is solely responsible for: the animal's health, vaccination status, microchip registration, breed accuracy, age, lineage, temperament, and fitness for the buyer's intended purpose at the point of handover. PetGuru does not inspect animals, attend transactions, hold animals in trust, or warrant that any animal is healthy, registered, or as described in the listing.

Buyers are strongly advised to: inspect the animal in person before payment, request and verify veterinary records, confirm microchip registration with the relevant SA chip registry (e.g. Identipet, BackHomeID, Virbac), obtain a written sale agreement from the seller with photos and identifying details, and refuse payment until they are satisfied with the animal's condition.

Any complaint regarding an animal's condition, breed, lineage, or post-handover welfare is a matter between the buyer and seller. Such complaints may also fall under Section 55 of the Consumer Protection Act 68 of 2008 (implied warranty of quality), which the seller, not PetGuru, is liable to honour. PetGuru's role ends at the point at which contact between the buyer and seller is established.

5.6 Verification Badge: Scope and Limits

The PetGuru "verified" badge confirms that, at the point of verification, the user submitted identity and (where applicable) business documents that passed our internal AI- and admin-led review process. The badge is a one-time identity check, not a warranty of ongoing conduct, transactional performance, animal welfare, service quality, or the outcome of any specific dealing between buyers and verified users.

PetGuru reserves the right to suspend, revoke, or re-investigate verification at any time, but does not undertake to actively monitor a verified user's conduct beyond responding to user reports under our Community Guidelines. The badge is a screening signal, not a guarantee, and should not replace your own due diligence as a buyer.

6. Intellectual Property

6.1 Our Content

All content on the Platform that is not submitted by users, including but not limited to the PetGuru name, logo, design, text, graphics, software, and the compilation of all content, is the exclusive property of RealTeasy (Pty) Ltd and is protected by South African and international copyright, trademark, and other intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from any such content without our prior written consent.

6.2 Your Content

You retain ownership of any content you submit to the Platform ("User Content"), including photos, listings, and profile information. By submitting User Content, you grant PetGuru a non-exclusive, royalty-free, worldwide, sublicensable licence to use, reproduce, modify, adapt, publish, display, and distribute such content for the purposes of operating and promoting the Platform. You warrant that you have all necessary rights to grant this licence and that your User Content does not infringe any third-party rights.

7. Disclaimer of Warranties

The Platform is provided on an "as is" and "as available" basis without warranties of any kind, either express or implied. PetGuru does not warrant that the Platform will be uninterrupted, error-free, or free of viruses or other harmful components. To the fullest extent permitted by South African law, PetGuru disclaims all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.

8. Limitation of Liability

To the maximum extent permitted by the Consumer Protection Act 68 of 2008 and other applicable South African law, PetGuru shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or in connection with your use of, or inability to use, the Platform, even if PetGuru has been advised of the possibility of such damages.

In no event shall PetGuru's total aggregate liability to you for all claims arising from your use of the Platform exceed the greater of: (a) the total amount you paid to PetGuru in the 12 months preceding the claim, or (b) R500.

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded under applicable South African law.

9. Indemnification

You agree to indemnify, defend, and hold harmless PetGuru, its directors, employees, agents, and licensors from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your use of the Platform; (b) your violation of these Terms; (c) your User Content; or (d) your violation of any rights of another party.

10. Third-Party Links and Services

The Platform may contain links to third-party websites or integrate with third-party services. These links are provided for convenience only. PetGuru has no control over and assumes no responsibility for the content, privacy policies, or practices of any third-party websites or services. We encourage you to review the terms and privacy policies of any third-party sites you visit.

11. Governing Law and Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the Republic of South Africa, without regard to its conflict of law provisions. Any dispute arising out of or relating to these Terms or the Platform shall be subject to the exclusive jurisdiction of the courts of South Africa.

Before initiating formal legal proceedings, you agree to attempt to resolve any dispute with us informally by contacting us at legal@petguru.co.za. We will make reasonable efforts to resolve the dispute within 30 days.

12. Changes to These Terms

PetGuru reserves the right to modify these Terms at any time. When we make material changes, we will provide at least 30 days' notice via email or a prominent notice on the Platform prior to the changes taking effect. Your continued use of the Platform after the effective date of any changes constitutes your acceptance of the revised Terms.

13. Severability

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect, and the invalid or unenforceable provision shall be modified to the minimum extent necessary to make it valid and enforceable.

14. Professional Services and Directory Listings

The PetGuru Directory lists veterinarians, emergency clinics, groomers, trainers, pet sitters, dog walkers, pet stores, dog hotels, dog-friendly restaurants, breeders, and shelters who have completed our verification process. The Directory is a referral service. When you engage a professional listed in the Directory, the service contract is between you and that professional, not with PetGuru.

PetGuru does not:

  • Supervise the delivery of any professional service.
  • Accept liability for veterinary, surgical, training, grooming, sitting, walking, boarding, or other professional negligence, malpractice, or misconduct.
  • Guarantee any specific clinical, behavioural, or service outcome.
  • Hold professional indemnity cover on behalf of the professionals listed.
  • Mediate fee disputes that arise from services rendered off-platform.

Buyers are responsible for confirming a professional's current registration with the relevant regulatory body (e.g. SAVC for veterinarians, NSPCA for accredited shelters) and for negotiating their own terms of service. The verification badge confirms identity and documents at the point of verification only. See § 5.6.

Professionals who apply for verification warrant that all information and documents they submit (including their ID, registration certificates, business address, and any selfie) are genuine, accurate, and their own, and they consent to PetGuru and its service providers processing that information — including automated document analysis (OCR) and one-to-one facial comparison — to verify their identity, as set out in our Privacy Policy, POPIA Notice, and AI Disclaimer. Submitting forged, altered, or another person's documents is grounds for immediate rejection and account termination and may be reported to the relevant authorities. The verification badge reflects the checks passed at the point of verification and is not a continuing guarantee of a professional's conduct, registration status, or the quality of their animals or services.

15. Buyer-Lead Board

When you post a buyer brief on the Buyer-Lead Board, your contact details remain masked until a verified breeder or shelter spends a credit to unlock them. Once unlocked, the unlocking party becomes a separate data controller of your personal information under the Protection of Personal Information Act 4 of 2013 ("POPIA"), with their own obligations regarding storage, use, and disposal of that information.

PetGuru's role in that exchange ends at the moment of unlock. We do not mediate, monitor, or accept liability for any subsequent communication, transaction, or arrangement between you and the unlocking party. You may report misuse of your contact information by an unlocking party to support@petguru.co.za and we may, at our discretion, suspend the offending account, but PetGuru does not undertake to recover unlock credits or compensate you for misuse, and any data-protection complaint regarding the unlocking party's handling of your information should be raised directly with the Information Regulator of South Africa.

16. Contact

If you have any questions about these Terms, please contact us: