Terms of service

Last updated: 1 July 2026. These Terms of Service ("Terms") govern your access to and use of Groomio, the online booking and payment platform for pet grooming operated by Groomio, Wiener Straße 12, 10999 Berlin, Germany ("Groomio", "we", "us"). By creating an account or otherwise using Groomio, you agree to these Terms. If you do not agree, do not use the platform.

Groomio is a marketplace that connects pet owners with independent pet groomers and grooming salons ("Groomers"). Groomio provides the software, booking pages, calendar and payment tools; it does not itself perform grooming services. Groomers decide independently which services they offer, how they work, their prices and availability. Cancellations and refunds follow Groomio's platform cancellation policy (see section 4).

You must be at least 18 years old and able to enter into a binding contract to use Groomio. If we have previously terminated your account, you may not use the platform again without our written consent.

You must provide accurate, current information and keep your login credentials confidential. You are responsible for all activity under your account. Notify us at support@groomio.de immediately if you suspect unauthorised use. You may close your account at any time; obligations incurred before closure (such as amounts owed) survive.

• When you book, you see the service, price in euros and appointment time before you confirm.
• Payment is handled online through our payment provider. When you place a booking we authorise (hold) the amount on your card but do not charge it. You are only charged once the Groomer accepts the request.
• If the Groomer declines the request, or does not respond in time (by 8 hours before a future appointment, or 1 hour before a same-day appointment), the request is cancelled, the hold is released, and you are not charged.
• Prices are set by each Groomer and may be adjusted at check-in if your pet's size, coat condition or service needs differ from what you entered, subject to your confirmation before service begins.

Cancelling a booking. You can cancel from your account at any time. If you cancel before the Groomer has accepted, the hold is released and you are not charged. If you cancel after the Groomer has accepted, the cancellation fee below applies, charged as a percentage of the booking total. Any remaining amount is refunded to your original payment method.

No-shows, safety and matting. If the Groomer arrives or begins work and you are absent, unreachable, at an incorrect address, or your pet is unavailable, the appointment counts as a no-show and the full service fee may be charged. A Groomer may refuse or adjust a service where a pet poses a behavioural or health risk, or has severe matting; where the Groomer has already travelled or started work, fees may still apply. Please report any concern about a completed grooming within 48 hours via support@groomio.de with your booking number.

You can set an appointment to repeat automatically at a regular weekly interval you choose. Each occurrence is charged to your saved payment method shortly before the appointment, at the then-current service price. You can cancel the recurring series at any time; already-charged appointments follow the standard cancellation policy, and any resulting credit remains on your account for future use.

• Keep your pet's vaccinations up to date (dogs must have a current rabies vaccination) and have the vaccination pass (Impfpass) ready.
• Disclose any allergies, health conditions, sensitivities or history of aggressive behaviour before the appointment.
• For in-home and mobile appointments, provide safe access, power, water and adequate space as reasonably required.
• You are responsible for evaluating whether a Groomer is suitable for you and your pet.

Groomers use Groomio as independent contractors, not as employees or agents of Groomio. They are solely responsible for the services they deliver, their own tax obligations, and for holding appropriate professional and liability insurance. Groomio does not guarantee the quality, safety or outcome of any grooming service.

You may submit content such as pet photos, profile details and reviews. You keep ownership of your content but grant Groomio a worldwide, royalty-free licence to host, display and use it to operate and promote the platform. You confirm you have the rights to the content you submit and that it does not break the law or these Terms. We may screen, edit or remove content and are not obliged to store it for you.

Your use of Groomio must comply with our Acceptable Use Policy. In particular, you must not arrange off-platform transactions to avoid Groomio's systems or fees, post false reviews, harass others, or interfere with the platform's security or operation.

We send you service messages (such as booking confirmations, reminders and account notices) by email and in-app; these are part of the service and cannot be switched off while you have an account. Marketing messages are optional and you can unsubscribe at any time.

Groomio and all related software, designs and trademarks belong to us. You receive only a limited right to use the platform as set out in these Terms. Groomers in good standing may use the Groomio name and marks only as we authorise in writing.

As far as the law allows, Groomio is provided "as is". We do not warrant that the platform will be uninterrupted, error-free or secure, nor do we endorse or guarantee any Groomer, review or user content. Nothing in these Terms excludes liability that cannot be excluded under German law, including mandatory consumer protection rights.

To the extent permitted by law, Groomio is not liable for the conduct of Groomers or pet owners, or for indirect or consequential loss. Our liability for slight negligence is limited to the breach of essential contractual obligations and to foreseeable, typical damage. Liability for intent, gross negligence, injury to life, body or health, and under mandatory law remains unaffected.

You agree to hold Groomio harmless from claims and costs arising out of your breach of these Terms, your content, or your dealings with other users, to the extent you are responsible for them.

These Terms are governed by the laws of the Federal Republic of Germany, excluding its conflict-of-law rules and the UN Convention on Contracts for the International Sale of Goods. Mandatory consumer protection provisions of your country of residence remain unaffected. Where permitted, the courts of Berlin have jurisdiction.

We may update these Terms; we will post the new version here and, for material changes, give reasonable notice. Continued use after changes take effect means you accept them. Questions? Email support@groomio.de or write to Groomio, Wiener Straße 12, 10999 Berlin.