Terms of Service

1. About these terms

These terms apply when you use Groomr — the website at groomr.co.za and the Groomr app. Groomr is operated by Mongezi Jele, a sole proprietor trading as InsightArc ("Groomr", "we", "us"). By creating an account or making a booking you agree to these terms, our Refund & Cancellation Policy and our Privacy Policy, which form part of these terms. Groomers also agree to the Groomer Agreement. Please read section 10 carefully. It limits our responsibility and is marked in bold as the Consumer Protection Act requires.

2. What Groomr is

Groomr is an online marketplace. We help pet owners ("Customers") find and book independent professional pet groomers ("Groomers"), collect payment, and pay Groomers once the work is done. Groomers are independent businesses. They are not our employees or agents, and they are responsible for the grooming services they provide. Groomr does not provide grooming services itself.

3. Who can use Groomr

You must be 18 or older to create an account. You must give accurate information and keep your account details secure. You're responsible for what happens on your account.

4. Prices and payment

Each Groomer sets their own prices. The price shown when you book is the total you pay — there are no booking fees, service fees or other charges added by Groomr. You pay in full when you book, by instant EFT through our payment provider, Ozow. A booking is only confirmed once payment succeeds. Groomr collects the payment on the Groomer's behalf and holds it until the Groomer marks the groom as complete, then pays the Groomer their share. Groomr earns a 15% commission from the Groomer on each completed booking. Customers are not charged this separately — it comes out of the price the Groomer sets.

5. Cancellations and refunds

Cancellations and refunds are covered by our Refund & Cancellation Policy (groomr.co.za/refund-policy). In short: 100% refund if you cancel 24 hours or more before, 50% between 12 and 24 hours, and no refund within 12 hours or for a no-show. You get a full refund if the Groomer cancels.

6. Your responsibilities as a Customer

When you book, you agree to: • describe your pet honestly in the booking — including aggression, anxiety, health conditions, matting, recent surgery and whether your pet is up to date with vaccinations; • give a correct address and make sure the Groomer can get in and has a safe, suitable place to work; • be at the address, or have an adult there, at the booked time; • treat Groomers with respect. Groomers may leave if they are threatened or harassed, and this is treated as a late cancellation. A Groomer may refuse to groom a pet that can't be groomed safely. See section 4 of the Refund Policy for what happens then.

7. Groomer verification

Before a Groomer can take bookings, we check their South African ID, proof of address and a police clearance certificate, and approve each Groomer by hand. These checks are made when the Groomer applies. They reduce risk but can't guarantee how anyone will behave. Please use your own judgement, and tell us straight away about anything that worries you.

8. Reviews

Only a Customer who has completed a booking can review that Groomer, once per booking. Reviews must be honest and about your own experience. We don't pay for reviews, write reviews, or let Groomers edit them. We may remove reviews that are abusive, unlawful, or not about the service.

9. Things you may not do

You may not: use Groomr for anything unlawful; give false information; harass anyone; harm an animal; interfere with the platform's security; or arrange to pay a Groomer outside Groomr for a booking you found through Groomr. Payments outside Groomr aren't covered by our refund policy or by our holding of your payment.

10. Our responsibility to you — please read carefully

IMPORTANT — THIS SECTION LIMITS GROOMR'S LIABILITY. The grooming service is provided by the Groomer, who is responsible for how it is carried out and for the care of your pet during the groom. To the extent the law allows, Groomr is not liable for loss, injury or damage caused by a Groomer's work or conduct, including injury to a pet or damage to property. To the extent the law allows, Groomr is not liable for indirect or consequential losses, and our total liability to you for any booking is limited to the amount you paid for that booking. Nothing in these terms limits or excludes liability that the law does not allow to be limited or excluded — including liability for our own gross negligence, and your rights under the Consumer Protection Act 68 of 2008. Where something goes wrong, we will still help you: we'll share the Groomer's details, look at the evidence, and apply the Refund Policy.

11. Suspending or closing accounts

We may suspend or close an account that breaks these terms, is used for fraud, or puts other users or animals at risk. You can close your account at any time in your account settings, or at groomr.co.za/delete-account. If you have an upcoming booking, cancel it first.

12. Intellectual property

The Groomr name, logo, website, app and content belong to Mongezi Jele (trading as InsightArc) or his licensors. You may not copy them without our written permission. Content you upload (such as pet photos and reviews) stays yours, but you give us permission to display it on Groomr for as long as it's there.

13. Complaints and disputes

If something goes wrong, please contact us first at hello@groomr.co.za or on WhatsApp 082 717 1448 — most problems can be sorted out quickly. If we can't resolve it together, you can approach the Consumer Goods and Services Ombud or the National Consumer Commission, or the courts.

14. Changes to these terms

We may update these terms. We'll email registered users about any change that matters before it takes effect, and ask you to accept the updated terms the next time you sign in. Changes never apply to bookings already paid for.

15. Law that applies

These terms are governed by the laws of South Africa. Groomr is based in Johannesburg, and the courts of South Africa have jurisdiction.

Business details

Owner

Mongezi Jele

Legal status

Sole proprietor

Trading as

InsightArc, Groomr

Email

hello@groomr.co.za

Phone / WhatsApp

082 717 1448

Website

groomr.co.za

Information Officer

Mongezi Jele — hello@groomr.co.za