Safety Policy

1. What we check before a sitter goes live

The "Verified" badge means the Dogo team has manually checked:

• an identity document;
• a selfie, to compare against the document;
• that the sitter is 18 or over — under-18s cannot register as sitters;
• that the profile information is complete and matches the services offered.

We are equally clear about what verification does not include: criminal record checks, medical checks and physical inspection of the home. We check a vet's licence and a groomer's certificate, but no document replaces your own questions.

2. Before you book — ask in the chat

Everything is agreed in the Platform chat and formalised as a booking. Before you book, the chat is the place to ask:

• where your dog would stay, or where the work would happen, and in what conditions;
• how many other animals will be there at the same time;
• how long your dog would be left alone;
• the walking route and the feeding routine;
• for a vet — what the price covers and what could be added on the day;
• for a groomer — what happens if the coat is more matted than expected.

Pay on the Platform only. If somebody asks you to settle it off the site, treat that as a warning: an arrangement like that has no payment protection, no dispute review, and no review can be written about it. Tell us.

3. Dog profile — required information

Before booking, your dog's profile must state:

• name, breed, age, size and weight;
• vaccination status;
• health conditions and current medications (dose and timing);
• allergies;
• behaviour around other dogs, cats, children and strangers;
• separation anxiety;
• any history of escaping or biting — withholding this is a material breach of the Terms;
• vet contact;
• emergency contact person;
• feeding and walking routine.

4. Handover and check-in

Before the service starts, both parties confirm the handover:

• the dog's condition at handover;
• items handed over (collar, lead, food, medication, toys);
• the exact time and place of return;
• emergency contacts double-checked.

5. During the service

• Communication happens only in the Platform chat — that way there is a record if a dispute arises.
• The sitter sends updates and photos.
• At the end the sitter completes a care report: start and end time, duration, photos, feeding, walks, the dog's mood and any notes.
• Completion is confirmed by both parties.

6. Emergencies

The dog escaped or is lost

1. The sitter starts searching the same area immediately and informs the owner in chat and by phone. 2. The owner is given the last known location and time. 3. The sitter notifies Dogo support: info@zentra.ge. 4. Where necessary, local services and shelters are contacted. 5. The booking payment is held until the case is reviewed.

The dog was injured or fell ill

1. The sitter assesses the situation and contacts the owner immediately. 2. If the owner cannot be reached and the situation is urgent, the sitter contacts the vet named in the profile, or the nearest clinic. 3. The sitter keeps all documents and receipts. 4. The incident must be reported to Dogo within 24 hours.

Who pays veterinary costs

• The owner — where the cost relates to a pre-existing illness, a chronic condition, age, a disclosed or undisclosed health problem, or an event that would have occurred even with proper care.
• The sitter — where the harm was caused by their negligence, by ignoring instructions, or by failing to provide conditions stated in their profile.
• In disputed cases — Dogo reviews the chat history, the care report, veterinary documentation and both parties' accounts, and issues a reasoned decision on how the cost is allocated.

Please note: Dogo is not an insurance company and does not offer medical or property insurance. Our protection is limited to holding the payment, reviewing the incident and the refund mechanism.

7. Reporting an incident

Report any incident — injury to an animal, aggression, property damage, abusive behaviour, suspected fraud — via:

• the "Report" button in chat, or
• email to info@zentra.ge quoting the booking code.

We confirm receipt, and during the investigation we may suspend the profile concerned and hold the payment.

8. Prohibited practices

For your own safety, the following are not allowed:

• arranging the booking or payment outside the Platform — protection, the care report and dispute review do not apply;
• sharing a phone number, card details or IBAN in chat before a booking is confirmed (chat is screened automatically for these);
• handing the dog to a third party without the owner's consent;
• providing a service from someone else's profile.

9. Contact

Support:

• Email: info@zentra.ge
• Phone: +995 598 98 69 86
• Hours: 9:00–19:00