AllTails Terms of Service

Version 1 · effective from 6 November 2026

At a glance

AllTails is a marketplace. We help you find businesses and specialists who work with animals, book them and pay them. The service itself - the training, the walk, the riding lesson, the stay - is provided by the business you book, under a contract between you and that business.
AllTails is free for clients. We never charge you a fee for searching, booking or paying. The price you see is the price you pay.
Online payments are protected. When you pay online, we hold the money until the service has taken place. If the business declines or cancels, or you cancel within the free cancellation period, you get everything back.
Paying on site is between you and the business. If the business allows it and you choose it, we take no part in the payment and cannot refund it or step into a disagreement about it.
Each service has its own cancellation policy, shown before you book: free cancellation up to 24, 48 or 72 hours before it starts. Events have their own rules, and an event's deposit is not refundable when you cancel.
If something goes wrong with a service you paid for online, tell us through "Problem" on the booking within 24 hours of its end. We hold the money until we have looked at it.
Reviews come only from completed bookings on AllTails. They cannot be edited, bought or traded.
Your animal's history is yours. A business sees only its own visits and what you choose to share with it.
You must be at least 16 to have an account.

1. Who we are and what these terms cover

AllTails (alltails.eu and our apps) is operated by:

AllTails, self-employed professional - software developer 3-ta Street, 9150 General Kantardzhievo, Bulgaria UIC / BULSTAT: 181662614 · VAT ID: BG8070040914 hello@alltails.eu

In these terms, "AllTails", "we", "us" and "our" mean the operator above. "You" means a person who uses AllTails as a client - with an account, as a guest, or as someone a business has made a booking for.

These terms govern your use of AllTails as a client. They are a contract between you and us. They do not govern the services you book: those are governed by your contract with the business (section 3).

If you offer services on AllTails, or are a member of a business's team, the AllTails Business Terms also apply to you, for that part of your use.

How we handle personal data is explained in our Privacy Policy, which is information rather than part of this contract.

2. Words we use

Business - a company, a self-employed person or a private individual who offers services on AllTails, together with the members of its team. We also call it a "provider".
Service - anything a business offers through AllTails: a session (for example a training session, a consultation or a walk), a period (a venue rental by the hour or day, daycare, or a stay of one or more nights), a package of sessions, or a place at an event.
Booking - your reservation of a service, from the moment you submit it.
Participant - an animal or a person (for example a rider) taking part in a booking.
Client - the person who makes the booking. You are responsible for the booking even when the participants are other people's animals or other people.
Online payment - a payment made through AllTails, by card (including Apple Pay and Google Pay), BLIK or Revolut Pay, processed by Stripe.
On-site payment - a payment you make directly to the business, outside AllTails.
Free cancellation period - the time until which you may cancel a booking and get a full refund, set by the service's cancellation policy.

3. What AllTails is - and what it is not

AllTails is an online platform that lets businesses present their services and lets you find, book, pay for and keep a record of them.

The contract for the service is between you and the business. When a booking is confirmed, you enter into a contract with the business, not with us. The business is responsible for the service: for providing it as described, safely, with due care and in line with the law. We are not a party to that contract, we do not provide the services ourselves and we do not employ the people who provide them.

What we are responsible for is the platform: that it works as these terms describe, that your online payment is handled as described in sections 7 and 12, and that your data is handled as our Privacy Policy describes.

What we check about businesses. Every business confirms that the information it gives us is true. Before a business can accept online payments, Stripe verifies its identity and its bank account. We do not check businesses' qualifications, certificates, insurance, premises or methods, and a certificate shown on a profile is the business's own statement. Please make your own judgement, read the reviews, and ask the business before you book if something matters to you.

Businesses and private individuals. Some businesses are traders (companies or self-employed professionals); others may be private individuals offering services occasionally. Each business tells us which it is. EU consumer protection law - such as the right of withdrawal - applies to your contract with a trader, but not to a contract with a private individual. Where a business has told us it is not a trader, we show this before you book.

Each business has its own terms and privacy policy. You read them, and accept the business's terms, before you book. They may add to these terms, but they cannot take away from you anything these terms promise - for example a full refund when the business cancels.

4. Your account

Creating an account

You may create an account if you are at least 16 years old. You can sign up with an e-mail address and a password, or with Google or Apple. When you sign up, you accept these terms and confirm that you have read our Privacy Policy.

Please give us accurate information and keep it up to date - in particular your name, e-mail address and phone number. A phone number is required to make a booking, so that the business can reach you. We do not verify it.

You may have one personal account. Keep your password secret and tell us at once at hello@alltails.eu if you think someone else has used your account. You are responsible for what is done through your account, unless it was done by someone who got access to it without any fault of yours.

Booking as a guest

You can book without creating an account first. When you choose "Book", we create a guest account for you, and you give us your name, e-mail address and phone number in the booking summary. These terms apply to a guest in the same way. We send you a link to turn the guest account into a full one. A guest account with no booking is deleted after 30 days.

When a business makes a booking for you

A business may enter a booking for you - for example after a phone call. It then gives us your name and e-mail address, and we send you an e-mail about the booking and create an account linked to that address so that you can see it. You can take over the account, which means accepting these terms, or tell us that the booking is not yours.

Other people and their animals

You may add participants who are not you - for example your child for a riding lesson, or a friend's dog. You may add a child only if you are their parent or legal guardian, or have their consent to book for them. When you add another person, make sure you are allowed to give us their details and that they know where to find our Privacy Policy.

Deleting your account

You can delete your account at any time in Settings → Delete account. Bookings that are still ahead are cancelled as if you had cancelled them yourself, so the cancellation policy of each one applies (section 10). Reviews you have written stay published without your name, as our Privacy Policy explains.

5. Finding a business: search, ranking and promoted results

Search shows services that match what you asked for: the category, where the service takes place (online, at your place, or at the business's location), the area, and optionally words, a date, a species and a language. Businesses that do not match are not shown.

How results are ordered. We order results ourselves; you do not choose the order, and businesses cannot buy their way past your filters. The main parameters, in this order of importance, are:

1. Promotion ("Boost"). A business may pay to promote one day - today or tomorrow. On a search with no date, or for that date, it is shown above businesses that are not promoted, and its card is labelled "Promoted". A promoted business is shown only if it matches your search. 2. Free time on the date you asked for, if you asked for one. 3. How well the services match your words. 4. Distance from the place you searched. 5. Reviews - the average grade, weighted by the number of reviews.

Where these are equal, businesses are ordered by name. The order does not depend on who you are or on your past behaviour.

A "Discounts" label on a card means the business offers a public discount code on a matching service. A "nearest free time" shown in search is a guide; the real free times are on the booking screen.

6. Booking a service

Before you book

The booking screen shows the service, its price, where and when it takes place, who takes part, the cancellation policy, how you can pay, and the business's terms and privacy policy. Some businesses ask questions before booking - for example about your animal's experience, or a rider's level. Please answer them truthfully and completely: the business relies on your answers to provide the service safely, and your answers are passed to it.

Times are shown on your own clock. At checkout and on the booking's details we also say when this differs from the business's local time.

How a booking is confirmed

How a booking becomes confirmed depends on the time you pick. The booking screen tells you which applies.

Instant booking. The booking is confirmed as soon as you submit it - or, if you pay online, as soon as your payment arrives.
Booking with approval. You submit the booking (and pay, if you pay online), and the business has 24 hours, or until the start if sooner, to accept it. If it declines or does not answer in time, the booking ends and any online payment is refunded in full.
Request (inquiry). You send a request without paying. The business may send you a quote, with a deadline for your answer. If you accept, you choose how to pay and the booking is confirmed once paid (or at once, if you pay on site). The price shown before a quote is an estimate.

Instead of declining, a business may propose another time, possibly at another price. You have 24 hours (or until the new start, if sooner) to accept or decline it. If you decline or do not answer, the booking ends with a full refund.

Your contract with the business is concluded when the booking is confirmed. If a booking ends before that, there is no contract and nothing is owed.

Your confirmation

When you submit a booking, you see a confirmation screen, and we send you an e-mail at each important step. All your bookings, with their details and history, are in Bookings in your account.

7. Prices and payment

Prices

Prices are set by the business, in its currency, and include VAT where the business charges VAT. AllTails adds nothing. Your bank or card issuer may charge you for a payment in another currency; that is between you and them.

A business may ask for a higher price for a booking that has not started - for example if the service you picked does not match what your animal needs. It must tell you why. You have 24 hours (or until the start, if sooner) to accept or decline. If you decline or do not answer, the booking is cancelled and you get a full refund, with no penalty.

Paying online

Online payments are processed by Stripe, a licensed payment service provider. You enter your card or account details on Stripe's page; we never see or store them. You can pay by card (including Apple Pay and Google Pay, where your device supports them), BLIK (for prices in Polish złoty) or Revolut Pay. We accept cards issued in the European Economic Area. If you use a card issued elsewhere, nothing is taken and you are asked to pay another way.

We accept your payment on the business's behalf. Once you have paid us, you have paid the business - you never owe it the same amount again. The business's name appears on your statement.

When you have to pay. For an instant booking or a booking with approval, within 30 minutes of submitting it, otherwise the booking lapses and the time is freed. After you accept a quote, another time at a price, or a higher price, within 24 hours (or before the start, if sooner).

Held, then taken. When you pay by card or Revolut Pay and your free cancellation period still has some time to run, the amount may first only be blocked on your card, and taken when the free cancellation period ends. If you cancel before that, the block is released and nothing is taken. If the amount cannot be taken when it is due (for example because your card has expired), we tell you, and you need to pay again by the day before the start, or the booking lapses.

We hold the money until the service has taken place. The money you pay online for a booking is paid out to the business only when the booking is completed (section 12), cancelled late, or marked as a no-show. Until then we hold it, so that we can refund you where these terms say so. Packages and events' deposits work differently (section 9).

Paying on site

A business may allow you to pay at the service, in cash or by card. It is off unless the business switches it on, and it is never available for an online meeting. If you choose it:

you pay the business directly, and we take no part in the payment;
there is no free-cancellation promise from us and no refund through AllTails - the screen says "No booking protection";
you cannot open a problem with us about the money (section 12);
the business's own terms govern the payment.

If you cancel late or do not turn up, we collect nothing from you, but the business sees it in your history with it and may decide not to accept your bookings in future.

Invoices

If you need an invoice, ask the business: the business issues invoices for its services, and may upload them to the booking. AllTails does not issue invoices for services booked through it.

8. Discount codes and referrals

A discount code may come from AllTails (a welcome code, a referral reward or a campaign code) or from a business (its own codes, some of which are offered to everyone).

One code per booking. Codes cannot be combined.
Codes from AllTails work only with online payment. We pay for the discount ourselves: the business still receives its full price.
A business's own codes work with online and on-site payment, on the services the business chose.
Each code has its own conditions - its value, the services it applies to, its validity, a minimum price, a limit on uses - shown where the code is offered or entered.
Welcome code. If you are new to AllTails and have no booking yet, you may enter a friend's referral code (or our campaign code), once per account. It gives you a discount on your first bookings for a limited time, shown when you enter it. When your first booking with it is completed, the friend who referred you receives a reward code. Only one welcome code may be used per person - please do not create extra accounts to use more.
A code has no cash value, cannot be exchanged for money and cannot be transferred. If a booking with a code is cancelled, the code returns to you (if it is still valid).
We may refuse or cancel a code obtained or used in breach of these terms - for example through fake accounts or self-referral.

Your referral code shows the person you refer your first name, and shows you their first name and whether they have made their first booking.

9. Packages, events and longer bookings

Packages

A package is a number of sessions bought together at one price. You buy it with its first booking, and you pay the whole price online at once. Unlike other online payments, a package's price is paid to the business immediately, because a package can be used over a long time. Each session is then booked from the package and counts as used when it is completed, cancelled late or marked as a no-show. A session the business cancels or declines comes back to your package. A package has no expiry date.

Refunds of a package are decided by the business, which may refund it in full or in part. This does not limit your statutory rights against the business (section 11). If you are not able to agree with the business, write to us and we will try to help.

Events

An event (for example a workshop, a camp or a competition) has its own rules, shown before you sign up, and its own event terms, which you accept at every sign-up.

Payment. Either the whole price at sign-up, or a deposit at sign-up and the balance by a due date. A deposit is paid to the business immediately and is not refundable when you cancel or when you do not pay the balance on time. It is refunded only if the business declines your sign-up, removes you from the event with a full refund, or cancels the event date.
The balance. If the balance is not paid by its due date, your booking is cancelled and the deposit stays with the business. We remind you before the due date.
Cancelling. Each event says whether you may cancel with a refund: never, until the payment is due, or until 48 hours before it starts. The deposit is never refunded when you cancel.
If the business cancels an event date, you get a full refund, deposit included. If it moves a date and you cannot come, write to the business, which can take you off the list.
Waiting list. If an event is full, you may join its waiting list. If a place is offered to you, you have a limited time to take it.
Other participants see your first name and photo in the event's group chat, not your contact details.

Rentals, daycare and stays

Some services are booked as a period - for example a venue by the hour or day, daycare, or a stay of several nights with drop-off and pick-up times. They follow the same rules as other bookings. Please keep to the agreed times and to the business's rules for the place.

10. Changing or cancelling a booking

Cancelling a booking that is still waiting

While a booking is waiting - for the business's answer, for your payment, or for your answer to a quote - you may withdraw it at any time, free of charge, and get back anything you have paid. While a quote, another time or a higher price is waiting for your answer, you answer it by declining, which ends the booking with a full refund.

Cancelling a confirmed booking

Each service has a cancellation policy, shown before you book and on the booking:

Policy	Free cancellation until
Flexible	24 hours before the start
Standard	48 hours before the start
Strict	72 hours before the start

Within the free cancellation period: the booking is cancelled and you get a full refund.
After it: the booking is cancelled late. You get no refund, and the money is paid to the business.
If you book when the free cancellation period has already passed, we warn you before you book that the booking cannot be cancelled with a refund.
The policy is the one shown when you booked. A later change by the business does not affect your booking.

For bookings paid on site, see section 7; for events, section 9.

Changing the time

Either you or the business may ask to move a confirmed booking to another free time before it starts. The other side has 24 hours (or until the start, if sooner) to accept. If it declines or does not answer, the booking stays as it was.

A business may also move a booking definitively, without your agreement - for example if the person providing the service is ill. You are told at once, and you then get a new free cancellation period of at least 24 hours from the move, so that you can cancel with a full refund if the new time does not suit you.

When the business cancels

A business may cancel a booking - for example because of illness, weather or safety. Whenever a business declines or cancels a booking, you get a full refund. It costs you nothing.

11. Your statutory rights

These terms do not limit any rights you have under the law of the country where you live.

Right of withdrawal. When you book a service from a trader online, EU law may give you a right to withdraw from the contract within 14 days without giving a reason. This right does not apply to, among others:

services related to leisure activities (for example events or riding lessons) booked for a specific date or period;
contracts with businesses that are not traders (section 3).

Where the right applies and the service starts within the 14 days, the booking screen asks you to request expressly that the service starts before the withdrawal period ends, and to acknowledge that you lose the right once the service has been provided in full. If you withdraw after the service has started, you pay for the part already provided. Our cancellation policies (section 10) are in addition to your statutory right and never replace it. To withdraw, tell the business - for example through the chat - or cancel the booking; if in doubt, write to us and we will help.

Services not provided as agreed. If a service is not provided as agreed, you have the rights the law gives you against the business. On a booking paid online, also tell us through "Problem" (section 12), so that we can hold the money.

12. After the service: confirming it and raising a problem

Confirming that it took place

From the start of a service until 24 hours after its end, the booking asks you "How did it go?". If you paid online:

"The service took place" completes the booking, and the money is paid to the business.
"Problem" - tell us what went wrong. The money stays with us until we have looked at it.
If you do nothing, the booking is completed 24 hours after its end, and the money is paid to the business.

Please do not confirm a service that has not taken place.

How we look at a problem

When you raise a problem, we read what you and the business tell us, and may ask both of you for more - photos, messages, documents. We aim to decide within 14 days. We decide only what happens to the money we hold: we either pay it to the business or refund it to you in full. We tell both of you our decision and why.

Our decision does not take away your rights against the business, nor the business's against you. Either of you may still go to an out-of-court dispute resolution body or to court (section 19).

No-show

If you do not turn up, the business may mark the booking as a no-show. You get no refund, and the money is paid to the business. You are told at once. If you think the report is untrue, write to us through the contact page within 14 days, and we will look at it as we would a problem.

Chargebacks

If you dispute a payment with your bank instead of telling us, the money is frozen until the bank decides. Please talk to us first: we can usually help faster.

13. Reviews

Reviews help other clients choose, so we keep them honest.

Only from completed bookings. You can review a booking once it is completed, within 10 days of its end. Bookings cancelled, cancelled late or marked as a no-show cannot be reviewed. Every review on AllTails comes from a booking made and completed on AllTails.
One review per booking. If you see the same person regularly, you can review them again after five more completed visits with them; such a review is marked "From a regular client".
Grade and words. You give a grade from 1 to 5 stars and may choose highlights. A grade of 3 stars or less needs a few words explaining it.
Final. A review cannot be edited or deleted once sent - by you or by the business. Businesses cannot reply to reviews yet.
Public. A review is published with your first name, the first names of the animals or riders who took part (for example "Anna & Burek") and your profile photo - never your surname. It counts towards the business's grade and towards the grade of the person who provided the service, at every business they work for.
A private suggestion you add to a review is seen only by the business.

Rules for reviews. A review must be about your own experience of that booking, honest and in your own words. It must not contain insults, threats, personal data of others (such as phone numbers), advertising, or anything illegal. You may not accept or offer anything - money, a discount, a free service - in exchange for a review or a particular grade, and a business may not ask for one.

Removal. We remove a review that breaks these rules or the law - for example after a report by the business. Only we can remove a review. When we do, we tell you why. A removed review no longer counts towards any grade, and the booking cannot be reviewed again.

14. Your animals, their history and your content

Your animals' records

You can keep records of your animals on AllTails: their details, vaccinations, parasite protection, medications, and a history of visits and events, with files.

They are private. A business sees its own visits with your animal and only the entries you share with it. You can stop sharing at any time; what the business has already seen stays with it.
Not veterinary advice. Reminders, due dates, colour markings and the reading of lab results from a PDF are tools to help you keep track. They can be wrong or incomplete, and they do not replace a vet. Always check the original documents and ask a vet about your animal's health.
Your own AI tool. If you use "Copy the prompt for an AI agent" to read a scan or a photo, you use your own tool, under its own terms. We never send your file to it, and we are not responsible for what it returns. Check the results before saving them.

Telling the business what it needs to know

Before a service, tell the business everything that matters for its safety and the safety of others: in particular your animal's health, behaviour towards people and other animals (including any aggression or bites), vaccinations and anything that may be contagious, and, for riders, their honest level and the weight and height ranges asked for. A business may refuse or end a service, without refund, if it learns that important information was hidden or false and the service cannot be provided safely.

You keep the rights to what you upload or write - photos, videos, files, messages, reviews. You give us a free, non-exclusive licence to store, copy, display and transmit it, only as needed to run AllTails and to show it to the people you share it with. For reviews, the licence lasts as long as the review is published, also after your account is deleted; for everything else, until you delete it or your account.

Upload only content you have the right to share. Photos and videos showing other people should be shared only with their agreement.

15. Rules of conduct

When using AllTails, you may not:

give false information about yourself, your animals or participants, or pretend to be someone else;
make bookings you do not intend to keep, or book for others without being allowed to;
harass, threaten, insult or discriminate against anyone, in the chat, in reviews or at a service;
post anything illegal, violent, sexual, or showing cruelty to animals;
post fake or paid-for reviews, or ask for a review in exchange for something;
misuse discount codes or the referral programme - for example through extra accounts or referring yourself;
send advertising or spam, or use the chat for anything other than your bookings and questions to the business;
collect data from AllTails by automated means (scraping), test or break its security, overload it, or use it in a way that disrupts it for others;
use AllTails for any unlawful purpose.

At any service, follow the business's reasonable instructions about safety and about the animals.

16. Blocking, reporting and how we moderate

Blocking

You can block a business, and a business can block you. A block ends bookings, chat and following between you; the blocked business no longer appears in your search. You cannot block a business while you have a booking ahead with it - cancel it first. If a business blocks you, its bookings with you that are still ahead are cancelled with a full refund. A booking that has already started is not affected, and a completed booking can still be reviewed.

Reporting

If you see something on AllTails that you think is illegal or breaks these terms - a profile, a message, a photo - use "Report" (the flag) or write to us through the contact page. Tell us what it is, where it is and why you think it is wrong. We look at every report diligently and objectively, and we do not tell the person reported who made the report.

What we may do

If content or behaviour breaks the law or these terms, we may remove the content, limit its visibility, or restrict, suspend or close the account (section 17). We tell the person affected what we decided and why, unless the law forbids it, and they can ask us to look at the decision again (section 19). We decide every case individually; we do not use automated tools to make these decisions.

Our point of contact

For authorities, and for anyone who wants to reach us about content on AllTails: hello@alltails.eu, in English, Polish or Bulgarian.

17. Suspending or closing an account

We may restrict, suspend or close your account if you seriously or repeatedly break these terms or the law, if you put people or animals at risk, if there are signs of fraud or misuse of payments or codes, or if the law requires it. Where possible, we warn you first and give you a chance to explain. We always tell you our decision and its reasons, and how to ask us to look at it again.

Before we close an account, we tell you what will happen to your bookings ahead. Where we close an account, bookings ahead are cancelled with a full refund of online payments, unless the reason is fraud involving those payments.

You may stop using AllTails and delete your account at any time (section 4).

18. Our responsibility

We are responsible for the platform. We run AllTails with due care and follow these terms. We are responsible to you for damage caused by our breach of these terms, in line with the law.

We are not responsible for the services. The business is responsible for its services, for the safety of what it provides, and for its staff, premises and animals. We are not responsible for damage caused by a business, by another client, or by an animal - including your own. Working with animals always carries some risk, and riding in particular can be dangerous: follow the business's instructions and safety rules, and use protective equipment where it is needed.

AllTails may sometimes be unavailable - for maintenance, updates or reasons outside our control. We try to keep interruptions short and to plan maintenance outside busy hours. We are not responsible for an interruption caused by events outside our reasonable control.

What we never exclude. Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for damage caused intentionally or through gross negligence, or any other responsibility that the law does not allow us to limit. Nothing in these terms limits your statutory rights as a consumer.

19. Complaints and resolving disputes

Complaints about AllTails

If something about AllTails itself does not work as it should - the platform, a payment we handled, a moderation decision - write to us through the contact page or at hello@alltails.eu. Tell us who you are, what happened and what you would like us to do. We answer within 14 days.

You may also ask us to look again at a decision we took about your content or your account (sections 13, 16 and 17) within 6 months of being told about it. Someone other than the person who took the first decision looks at it where possible, and we tell you the outcome and its reasons.

Complaints about a service

Complaints about a service go first to the business, for example through the chat. If you paid online and the booking is still in its "How did it go?" window, also use "Problem" (section 12).

Out-of-court resolution

If we cannot agree, you may turn to an out-of-court dispute resolution body. In Bulgaria, these are the conciliation commissions at the Commission for Consumer Protection (kzp.bg). If you live in another EU country, you may turn to a body in your country - for example, in Poland, the permanent consumer arbitration courts at the provincial inspectorates of the Trade Inspection (Inspekcja Handlowa) - or ask the European Consumer Centre of your country for help with a cross-border dispute. Using these bodies is voluntary for both sides.

Courts

If you are a consumer, you may bring a claim against us before the courts of the country where you live, and we may bring a claim against you only there.

20. Changes to these terms

We may change these terms - for example when we add a feature, when the law changes, or to make them clearer. We tell you about a change by e-mail at least 15 days before it takes effect, with what is changing. If you do not agree, you may delete your account before then, free of charge. A change does not affect bookings made before it takes effect.

We may make a change at shorter notice only where the law requires it, or to protect people from an immediate danger or from fraud.

Previous versions of these terms, with what changed, are in "Change history", under Documents at the bottom of each page.

21. Final provisions

Law. These terms are governed by Bulgarian law. If you are a consumer living in another country, you also keep the protection of the mandatory rules of that country's law.
Transfer. AllTails is to be run by a company in future. We may transfer our rights and obligations under these terms to a company that takes over AllTails, provided your rights under these terms are not reduced. We tell you in advance, and you may delete your account if you do not agree.
Severability. If any part of these terms is found invalid, the rest remains in force.
Languages. These terms are published in Polish, Bulgarian and English. All language versions have the same content.
Contact. AllTails, 3-ta Street, 9150 General Kantardzhievo, Bulgaria · hello@alltails.eu · the contact page at alltails.eu/contact.

AllTails · UIC / BULSTAT 181662614 · VAT ID BG8070040914 hello@alltails.eu