Pet Owner Terms & Conditions

Last updated: February 27, 2026Version: 1.0

Summary

These Terms govern your use of the Bubba platform as a pet owner. Bubba is a marketplace connecting you with independent pet service providers — when you book, the service contract is between you and the provider. You have a 14-day statutory withdrawal right, and your consumer rights under EU law are fully protected.

These Terms & Conditions ("Terms") govern the relationship between you ("Pet Owner", "you") and MB Bubba ("Bubba", "we", "us") when you use the Bubba platform, including the website, mobile application ("Client App"), and all related services.

These Terms are separate from the Business Terms & Conditions, which govern the relationship between Bubba and service providers.

  1. Platform Role & Liability

1.1 Bubba Is an Intermediary

Bubba operates as an online intermediation service (within the meaning of Regulation (EU) 2019/1150). This means:

  • Bubba is a marketplace that connects pet owners with independent pet service providers.
  • Bubba is not a pet service provider. We do not deliver grooming, veterinary, boarding, training, or any other pet care service.
  • When you book a service through Bubba, the contract for that service is between you and the service provider, not between you and Bubba.

1.2 What Bubba Is Responsible For

Bubba is responsible for:

  • Providing and maintaining the platform (website and mobile app).
  • Facilitating the booking process between you and service providers.
  • Processing payments accurately through our payment processor (Adyen).
  • Protecting your personal data in accordance with our Privacy Policy.
  • Providing customer support for platform-related issues.

1.3 What Bubba Is Not Responsible For

Bubba is not responsible for:

  • The quality, safety, or legality of services delivered by service providers.
  • The conduct, qualifications, or competence of service providers or their staff.
  • Pet health outcomes resulting from services booked through the platform.
  • Loss, injury, or damage caused during service delivery (this is the provider's responsibility).
  • The accuracy of information provided by service providers (listings, photos, descriptions).
  • Service provider availability or cancellations.

1.4 Governing Law & Jurisdiction

These Terms are governed by the law of the Republic of Lithuania. However, if you are a consumer habitually resident in an EU/EEA member state, you benefit from any mandatory consumer protection provisions of the law of your country of habitual residence that cannot be derogated from by agreement, in accordance with Article 6(2) of Regulation (EC) No 593/2008 (Rome I).

You may bring legal proceedings in the courts of your habitual residence or in the courts of the Republic of Lithuania.

  1. Account & Eligibility

2.1 Minimum Age

You must be at least 16 years old to create a Bubba account. We do not knowingly accept registrations from persons below this age.

2.2 Account Creation

When creating your account, you must:

  • Provide accurate, current, and complete information.
  • Keep your account information up to date.
  • Not create accounts for or on behalf of others without their authorization.

You can register using email/password, Google Sign-In, or Apple Sign-In.

2.3 Account Security

You are responsible for:

  • Maintaining the confidentiality of your account credentials.
  • All activity that occurs under your account.
  • Notifying us immediately at legal@bubba.pet if you suspect unauthorized access.

We strongly recommend using passkeys or strong, unique passwords and enabling available security features.

2.4 Account Suspension & Termination

We may suspend or terminate your account if:

  • You violate these Terms.
  • You provide false or misleading information.
  • You engage in fraud, abuse, or harassment.
  • Your account is used for illegal activity.
  • Required by law or a court order.

Before suspension or termination:

  • We will provide you with a statement of reasons (except where legally prohibited or in cases of safety/fraud emergencies).
  • You will have the opportunity to retrieve your data through the data export feature.
  • Suspension of access does not affect your data subject rights under the GDPR.

You can terminate your account at any time through the app settings or by contacting legal@bubba.pet.

  1. Booking Process

3.1 How Bookings Work

  1. Search — Browse service providers by service type, location, and availability.
  2. Select — Choose a service, variant, add-ons, preferred staff member, and time slot.
  3. Confirm — Review the booking details including total price, provider cancellation policy, and confirm your booking.
  4. Provider confirmation — The service provider confirms or declines your booking request.
  5. Service delivery — Attend the appointment at the scheduled time.

3.2 Contract Formation

A binding contract for the service is formed when you submit your booking and payment is authorized. This contract is between you and the service provider. Bubba is not a party to this service contract.

3.3 Pricing

  • All prices displayed on the platform are in euros (EUR) and include applicable taxes unless otherwise stated.
  • The total price shown at booking confirmation includes the service fee, any add-ons, and applicable platform fees.
  • Tipping is voluntary and goes directly to the service provider, separate from the service price.

3.4 Add-Ons and Packages

Service providers may offer add-on services and packages. The terms, pricing, and descriptions of these are set by the provider and displayed during the booking process.

3.5 Guest Booking

If you book via the website's direct booking feature without creating an account, your booking functionality may be limited compared to registered users (e.g., no access to chat, pet health records, or booking history).

  1. Payment Terms

4.1 Payment Processing

Payments are processed by Adyen N.V., a licensed payment institution regulated by De Nederlandsche Bank (DNB). Bubba does not store your full payment card details — all payment credentials are tokenized by Adyen.

4.2 Payment Methods

We accept the payment methods displayed at checkout, which may include credit/debit cards and other methods supported by Adyen in your region.

4.3 When Payment Is Charged

Payment is authorized at the time of booking submission. The charge is captured when the service provider confirms the booking.

4.4 Failed Payments

If a payment fails:

  • We will notify you and provide an opportunity to update your payment method.
  • The booking will not be confirmed until successful payment.
  • Repeated payment failures may result in the booking being cancelled.

4.5 Platform Fees

Bubba charges a 2% online payment processing fee as part of the booking total. This fee is displayed transparently during checkout before you confirm your booking.

  1. Cancellation & Withdrawal Rights

5.1 Your Statutory Withdrawal Right

As a consumer making a distance contract (online booking), you have a 14-day right of withdrawal under the Consumer Rights Directive (2011/83/EU), starting from the date the contract is concluded (i.e., when your booking is confirmed).

Before service performance begins, you may be asked to provide express consent and acknowledgment regarding the loss of withdrawal rights. We will clearly inform you of this at the time of booking.

How to exercise your withdrawal right:

  • In the app: Cancel the booking through the booking details page.
  • By email: Send a clear statement to legal@bubba.pet.
  • Using the model withdrawal form: See Section 5.4 below.

Refund upon withdrawal: If you exercise your withdrawal right, you will receive a full refund within 14 days using the same payment method you used for the original transaction.

5.2 Provider Cancellation Policies

In addition to your statutory withdrawal right, each service provider may set their own cancellation terms. These are displayed during the booking process and at confirmation, and may include:

  • A free cancellation window (e.g., free cancellation up to 24 hours before the appointment).
  • Cancellation fees for late cancellations (a percentage of the service price or a fixed fee).

5.3 How to Cancel a Booking

  1. Open the booking in your app.
  2. Select "Cancel Booking."
  3. Review any applicable cancellation terms or fees.
  4. Confirm the cancellation.

Alternatively, contact us at legal@bubba.pet.

5.4 Model Withdrawal Form

In accordance with the Consumer Rights Directive Annex I(B), we provide the following model withdrawal form. You are not obligated to use this form — any clear statement of withdrawal is sufficient.

Model Withdrawal Form

To: MB Bubba, Žirmūnų g. 57-50, LT-09110 Vilnius, Lithuania, legal@bubba.pet

I hereby give notice that I withdraw from my contract for the provision of the following service:

  • Service description: ____________
  • Booking reference / Order ID: ____________
  • Date of booking: ____________
  • Name of consumer: ____________
  • Address of consumer: ____________
  • Date: ____________
  • Signature (only if sent on paper): ____________

For full details on cancellations and refunds, see our Refund & Cancellation Policy.

  1. Refunds

  • Statutory withdrawal: Full refund within 14 days of receiving your withdrawal notice, using the original payment method.
  • Provider cancellation policy: Refund amount depends on the provider's policy (e.g., full refund for cancellations within the free cancellation window; reduced refund or no refund for late cancellations).
  • Provider cancellation: If a provider cancels your booking, you receive a full refund.
  • Platform cancellation: If Bubba cancels a booking (e.g., provider removed, fraud, safety), you receive a full refund.
  • Partial refunds: For partially performed services, you may be entitled to a proportional refund.
  • All refunds are processed by Bubba via Adyen to your original payment method.

For full details, see our Refund & Cancellation Policy.

  1. Reviews

7.1 Leaving Reviews

You can leave a review after completing a booking (order status: completed). Reviews must be based on your genuine experience.

7.2 Review Guidelines

  • Be honest and fair in your assessment.
  • Do not include hate speech, defamation, personal threats, spam, or irrelevant content.
  • Do not review services you did not receive.
  • Reviews are subject to moderation per our Reviews & Ratings Policy.
  • One review per completed order.

7.3 Review Verification

All reviews on Bubba are verified — the system confirms that a review is linked to a completed order before publishing it. This ensures that only genuine customers can leave reviews, in compliance with the Omnibus Directive.

  1. Pet Health Data

8.1 Storing Health Records

You can store your pet's health information on the platform, including vaccination records, medications, medical events, and veterinary records.

8.2 Sharing with Providers

Pet health data may be shared with service providers during active bookings to help them provide appropriate care. This sharing is based on your consent and is limited to what is necessary for the service.

8.3 Important Disclaimer

8.4 Your Rights

You can access, correct, export, or delete your pet health data at any time through the app or by contacting us. See our Privacy Policy for details on data retention and erasure.

  1. AI Features

9.1 AI-Assisted Chat

Bubba offers AI-powered chat functionality to assist with general inquiries.

9.2 Limitations

  • AI responses are generated by a third-party large language model (LLM) and are informational only.
  • AI does not provide professional, veterinary, legal, or financial advice.
  • AI may produce inaccurate, incomplete, or inappropriate responses. Always verify important information independently.
  • Conversations with AI may be processed by third-party LLM providers as described in our Privacy Policy.

9.3 Liability

  1. Intellectual Property

10.1 Platform Content

All content on the Bubba platform — including text, graphics, logos, icons, images, software, and design — is the property of MB Bubba or its licensors and is protected by copyright and intellectual property laws. You may not copy, reproduce, distribute, or create derivative works without our prior written consent.

10.2 User-Generated Content

When you submit content (reviews, photos, pet data), you retain ownership of that content. However, you grant Bubba a non-exclusive, worldwide, royalty-free license to use, display, reproduce, and distribute your user-generated content for the purposes of operating the platform (e.g., displaying your review on a provider's listing page).

10.3 Pet Data

You retain full ownership of your pet data. We store and process it only as described in these Terms and our Privacy Policy.

  1. Limitation of Liability

11.1 What We Do Not Exclude

Nothing in these Terms excludes or limits our liability for:

  • Death or personal injury caused by our negligence.
  • Fraud or fraudulent misrepresentation.
  • Any liability that cannot be excluded or limited under applicable mandatory law.

11.2 Limitations

To the maximum extent permitted by applicable law:

  • Bubba shall not be liable for indirect, incidental, special, consequential, or punitive damages arising from your use of the platform.
  • Bubba shall not be liable for any loss or damage arising from the actions, omissions, or conduct of service providers or other users.
  • Our total aggregate liability to you shall not exceed the total fees you have paid to Bubba (not the service provider) in the 12 months preceding the claim.

11.3 Consumer Rights Preserved

  1. Dispute Resolution

12.1 Internal Complaints

If you have a complaint about the platform, please contact us at legal@bubba.pet. We will acknowledge your complaint promptly and aim to resolve it within 30 business days.

12.2 Online Dispute Resolution (ODR)

The European Commission provides an online dispute resolution platform at: https://ec.europa.eu/consumers/odr

Our email address is legal@bubba.pet.

12.3 Alternative Dispute Resolution (ADR)

We are willing to participate in alternative dispute resolution proceedings before the Vilnius Court of Commercial Arbitration (VCCA). More information: www.arbitrazas.lt.

12.4 Court Proceedings

You retain your right to bring proceedings before the courts of your habitual residence, in accordance with the Brussels I Regulation (Regulation (EU) No 1215/2012).

  1. Modification of Terms

13.1 How We Change These Terms

We may modify these Terms from time to time. When we do:

  • We will notify you at least 30 days in advance via email and/or in-app notification.
  • The notification will clearly describe the changes.
  • The updated Terms will be published on the platform with a revised "Last updated" date.

13.2 Your Options

If you disagree with the changes:

  • You can terminate your account before the changes take effect.
  • Continued use of the platform after the effective date constitutes acceptance of the modified Terms.

  1. General Provisions

14.1 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision shall be modified to the minimum extent necessary to make it enforceable, or severed if modification is not possible. The remaining provisions shall continue in full force and effect.

14.2 Entire Agreement

These Terms, together with our Privacy Policy, Cookie Policy, and Refund & Cancellation Policy, constitute the entire agreement between you and Bubba regarding your use of the platform.

14.3 Assignment

We may assign our rights and obligations under these Terms to a third party (e.g., in connection with a merger or acquisition). You may not assign your rights or obligations without our prior written consent.

14.4 No Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

14.5 Language

These Terms are provided in English. Translations may be available; in case of any discrepancy, the English version prevails.

  1. Contact Us

For questions about these Terms:

Emaillegal@bubba.pet
Postal addressŽirmūnų g. 57-50, LT-09110 Vilnius, Lithuania

See also: Privacy Policy · Cookie Policy · Refund & Cancellation Policy · Reviews & Ratings Policy