Draft pending legal review. It describes how Mizuu works today.
1. What this is and who it applies to
These terms apply to anyone who offers pet services on Mizuu (walking, care at home, daycare, pet hotel, training or grooming) and to the families who book them. They are in addition to the general terms and the privacy policy.
This is an honest draft: it describes how Mizuu works today, including things that are not active yet. If anything changes, we'll update it here and let you know.
2. Mizuu is an intermediary; the service is provided by the professional
Mizuu is a platform that connects families with people who offer pet services. Mizuu does not provide the service, is not the employer of whoever provides it and is not present when it is provided.
The service contract is between the family and whoever provides the service. That person is responsible for providing it properly, for complying with the rules of their activity and for any damage they cause. Mizuu is responsible for the platform working and for the information it publishes itself.
3. Professional or private individual (art. 97 bis TRLGDCU)
When you sign up, you state whether you offer the service as a professional (self-employed or company, with your tax registration) or as a private individual (occasionally and without organized economic activity). We show this on your profile so the family knows before booking.
If you book with a private individual, the rights that consumer law gives you against a business do not apply (for example, the 14-day withdrawal right or the legal guarantees). Mizuu does not check by itself whether the statement is true: whoever makes it is responsible for it.
4. Sign-up and obligations of those who offer services
- Be 18 or older.
- Give truthful data and keep prices, area, hours and availability up to date.
- Comply with the rules of your activity: tax registration and VAT obligations if you are a professional, and the regional requirements that apply (for example, registration as a zoological facility for daycares and pet hotels).
- Treat animals in line with Law 7/2023 on animal welfare and regional regulations.
- Use families' data only to provide the service booked.
We recommend having liability insurance that covers your activity. It is not mandatory to be on Mizuu.
5. Badges
- “Verified”: the Mizuu team has checked your identity with your document. It is not a guarantee of the quality of the service.
- “With liability insurance”: you have uploaded a valid liability insurance policy. It is a separate, optional badge.
- “Professional” or “Private individual”: what you state (see point 3).
6. Price, commission and payments
Whoever provides the service sets their price. The price the family sees is the final price, with taxes included if there are any.
When the booking is paid through Mizuu, Mizuu charges a 15% commission on its amount. It is the same for everyone: since May 2026 there is a single plan, with no monthly fee (the 10% and 6% commissions of the old Standard and Pro plans are no longer offered). If one day there are plans with a different commission, it will be stated here and in your dashboard before being applied. The commission is deducted from the payment; the family pays nothing extra. If Mizuu applies a welcome discount to the family, Mizuu bears it.
Payments are made with Stripe Connect: the money goes from the family to the Stripe account of whoever provides the service, and the commission goes to Mizuu. Mizuu does not hold money from third parties.
While online payment is not active, booking means sending a request: whoever provides the service confirms it and charges the family directly on their own, and Mizuu does not charge commission on those requests.
7. How a service is booked
- The family chooses the service, dates and pet and sends the request. Before sending it, they see the total price, who provides the service and whether they are a professional or a private individual.
- Whoever provides the service accepts or rejects it. If they accept, the contract is concluded between the two.
- At the start and at the end of the service, check-in and check-out codes are used to record the handover and pick-up of the pet.
8. Cancellation and withdrawal
While online payment is not active, Mizuu does not charge anything, so it does not refund anything either: if you cancel, the other party is notified and any payment or deposit you have agreed is settled directly between you.
When online payment is activated, the cancellation policy of each service (deadlines and refund percentages) will be shown before paying, and refunds will be made through the same payment method.
Withdrawal: if you book with a professional at a distance, you have 14 calendar days to withdraw without giving any reason (arts. 102 and following of the TRLGDCU), except for services tied to a specific date (for example, boarding your pet on certain days) or when the service has already been fully provided with your express consent. If you ask for the service to start before the 14 days are over and then withdraw, you will pay for the part already provided.
If whoever provides the service cancels, the family pays nothing for that booking and Mizuu may limit the visibility of profiles that cancel often.
9. Reviews
Only someone who has had a real, completed booking on Mizuu with that professional can leave a review (for clinics, a completed appointment or a recorded visit; for shelters, an adoption). The system checks this before letting the review be written: services booked outside Mizuu cannot be reviewed.
We publish both positive and negative reviews. They are not paid for or exchanged for discounts. Whoever provides the service can reply once. We remove reviews that are illegal, insulting or proven to be fake, and you can report them with the “Report” button.
10. Order of results
In the service directories you can filter by type of service and city. Results are sorted like this: first the profiles with the Mizuu Team kit active (it is paid, so they are marked with their badge), then verified profiles, then professionals, then by the average of verified reviews and, lastly, the most recent. If in the future there are other ways to pay for appearing higher, the profile will be marked as “Promoted”.
11. Reports and moderation
Anyone can report a profile, a listing or a review with the “Report” button. We review every report, explain the reason for any measure we take (removing content, limiting or closing an account) and you can appeal by replying to that message or by writing to [email protected], which is also our point of contact under the Digital Services Act.
12. Leaving
You can stop offering services or delete your account whenever you want from your settings. Bookings already accepted must be fulfilled or cancelled by notifying the family. Mizuu may suspend profiles that breach these terms, explaining the reason.
13. Applicable law and complaints
Spanish law applies. If you are a consumer, you can file a claim before the courts of your place of residence, before the Consumer Arbitration Board (Junta Arbitral de Consumo) or by writing to us at [email protected].
