We built PawFred to be the one place we would trust with our own pets. We expect the same from everyone who joins our Certified Provider Network.

1. Vendor & provider community guidelines

1.1. Why you’re here

PawFred wasn’t built as another “Uber for pets.”

It was built because we’re pet families ourselves, and we wanted a safer, higher-quality, more respectful way to care for pets in our communities.

So we created a network where:

• Quality is rewarded

• Safety is non-negotiable

• Providers are treated as professionals

• Residents feel confident choosing providers; and

• Communities become safer, calmer, and more pet-friendly.

As a PawFred Certified Provider, you’re part of the trust engine that makes this possible.

1.2. What makes PawFred different

Instead of chasing volume, we focus on curated excellence:

• A closed, premium network serving high-quality residential buildings

• Professional clients (residents who already pay for care and value trust)

• A certification system that prioritizes skill, safety, reliability, and kindness

• Tools designed to make your work easier, safer, and more visible

• A commission structure that can go as low as 0% for top-tier providers

Because when providers thrive, pets thrive, and that’s the entire point.

1.3. Certification & quality framework

Your certification includes:

• Insurance verification (Florida standards and PawFred minimums)

• A background and quality review

• SLA onboarding (punctuality, communication, service reporting)

• Routines for services involving custody of pets

• Health & safety understanding (reporting incidents truthfully)

We built this framework because trust is fragile, and once lost, can’t be regained.

1.4. Our view on responsibility & safety

We take safety as seriously as we take love for our own pets.

So we ask all certified providers to commit to:

• Honest communication with residents

• Accurate service tracking (GPS, Start/End, photos, notes)

• Truthful incident reporting

• Respect for resident privacy and property

• Professional conduct at all times

• Immediate alert if something goes wrong

You represent the PawFred brand, and we stand behind you when you stand behind your work.

1.5. PawFred Provider Quality Score (PQS) & commission structure

PawFred’s fee system rewards quality and ensures a safe, trusted community. Each provider’s performance, measured through ratings, SLA compliance, reliability, and safety practices determines their position on PawFred’s commission curve.

All commissions are calculated net of payment-processor fees (such as Stripe fees), transaction costs, and any applicable taxes.

Because payment processors do not support dynamic tiered commissions in real time, PawFred applies a standard, uniform commission deduction to all providers at the time of payout and later issues a Quality Bonus so that each provider’s effective commission matches their PQS tier (see Section 1.5.6).

These combined mechanisms ensure that the PawFred commission structure remains fair, predictable, transparent, and fully aligned with provider performance.

1.5.1. How PQS is calculated

Each provider receives a monthly PQS from 0 to 100, based on three measurable categories:

(a) Ratings - 50%

Average review score over the prior 90 days, converted to a 0 - 100 scale.

Example:

• 5.0 = 100

• 4.8 = 96

• 4.5 = 90

• 4.0 = 80

(b) SLA Performance - 30%

A composite of three reliability indicators:

• On-time Arrival %

• Completion Rate % (accepted jobs completed)

• Safety & Care Adherence (no negative care flags in feedback)

Each SLA metric is normalized 0 - 100 and averaged for the SLA component.

(c) Reliability - 20%

Two behavioral metrics that signal professional consistency:

• Acceptance Rate %

• Response Time (speed of responding to booking requests)

These metrics are also normalized 0 - 100 and averaged.

PQS Formula:

PQS = (Ratings × 0.50) + (SLA Performance × 0.30) + (Reliability × 0.20)

This creates a balanced score that values great service, safe routines, punctuality, and dependable communication, without punishing occasional outliers.

1.5.2. How providers are ranked

Each month, providers operating in the same geographic area (city or metro region) are:

1. Assigned an individual PQS

2. Listed from highest to lowest

3. Divided into percentile-based tiers according to the distribution

This ensures a fair curve regardless of overall provider count. (For early markets with few providers, PawFred may round up to ensure at least one provider can qualify for top tiers.)

1.5.3. Commission tiers (percentile-based curve)

Your commission tier is determined monthly based on your percentile position on the Provider Quality Score (PQS) curve.

All commission percentages refer to fees net of payment-processor fees and applicable taxes.

Providers are placed into four tiers:

• Tier 1 (Top 10%) – 0% commission:
  Exceptional performance, with the highest reliability, ratings, and safety adherence.

• Tier 2 (11–30%) – 5% commission:
  Strong reliability; trusted and consistent providers.

• Tier 3 (31–60%) – 10% commission:
  Solid performance meeting core SLAs and quality expectations.

• Tier 4 (61–100%) – 15% commission:
  New or developing providers who can move up as performance improves.

This is a reward system, not a punitive system. Every provider can rise into a higher tier through consistent, high-quality performance.

1.5.4. Example of how PQS and ranking work

To make this system clear and transparent, here are examples:

Example A - PQS Calculation

A provider has the following metrics:

• Ratings Score: 4.8 stars → 96 points

• SLA Score: On-time 94%, Completion 90%, Safety adherence 100% → SLA Avg = 94.6

• Reliability Score: Acceptance rate 88%, Response time 92% → Reliability Avg = 90

PQS = (96 × 0.50) + (94.6 × 0.30) + (90 × 0.20)
PQS = 48 + 28.38 + 18 = 94.38 → PQS 94

If this score places the provider in the top 10%, they qualify for 0% commission.

Example B - Ranking & Tier Assignment

Assume a market with 50 active providers.

After PQS scores are calculated:

• Top 5 providers (10%) → Tier 1 - 0% commission

• Next 10 providers (11–30%) → Tier 2 - 5% commission

• Next 15 providers (31–60%) → Tier 3 - 10% commission

• Remaining 20 providers (61–100%) → Tier 4 - 15% commission

Every provider knows exactly where they stand and what to improve.

1.5.5. Why this system exists

PawFred’s PQS system is built on three values:

• Transparency. You always see your score and your pathway to a lower commission.

• Fairness. You are compared to peers in your own market, not arbitrary numbers.

• Quality. High-quality providers earn more by paying less.

PQS ensures that PawFred remains a curated, professional, and safe network, while keeping pathways open for everyone to grow.

All commissions are calculated net of Stripe processing fees and mandatory local taxes. Payouts occur within 5-7 days, depending on Stripe Connect settlement windows.

This is not a penalty system, it is a reward system. Everyone starts with a pathway to 0%. Everyone can rise.

1.5.6. Commission settlement & monthly quality bonus adjustment

To ensure compliance with payment-processing limitations while preserving the integrity of PawFred’s PQS-based commission curve, PawFred uses a two-step commission settlement model: a Standard Deduction applied at payout, followed by a Quality Bonus Adjustment after monthly PQS review.

(a) Standard Commission Deduction

At the time of each service payout, PawFred applies a uniform commission deduction of fifteen percent (15%) to all provider earnings (the “Standard Deduction”).

The Standard Deduction is applied after payment-processor fees (e.g., Stripe fees) and any applicable taxes have been assessed.

(b) Monthly PQS Review

At the end of each calendar month, PawFred calculates each provider’s Provider Quality Score (PQS) and assigns the provider to a percentile-based PQS Tier (see Section 1.5.3).

(c) Quality Bonus Adjustment

To ensure each provider’s effective commission matches the PQS Tier for that month, PawFred applies a Quality Bonus based on performance.

Providers receive the following:

• Tier 1 (Top 10%) – 0% commission:
  Receives a Quality Bonus of 15% of monthly gross earnings.

• Tier 2 (Next 20%) – 5% commission:
  Receives a Quality Bonus of 10% of monthly gross earnings.

• Tier 3 (Next 30%) – 10% commission:
  Receives a Quality Bonus of 5% of monthly gross earnings.

• Tier 4 (Remaining 40%) – 15% commission:
  No Quality Bonus is paid.

Quality Bonuses are calculated on gross earnings and are paid net of taxes and payment-processor fees, as required by law.

(d) Issuance of Quality Bonuses

Quality Bonuses are issued no later than the fifth (5th) business day of the following month via Stripe or another designated payout method.

(e) Finality

Once issued, Quality Bonuses are final and reflected in the provider’s monthly earnings records for reporting and tax purposes.

1.6. Independent business status

PawFred providers:

• Are independent businesses, not employees

• Set their own availability and pricing

• Serve residents directly

• Are responsible for insurance coverage and compliance

• Are supported - not controlled - by PawFred

We provide the marketplace, tech, safety tools, clients, and exposure. You provide the magic.

2. Vendor terms & conditions

2.1. Eligibility & certification

To join PawFred’s Certified Provider Network, vendors must:

• Be legally able to provide the services offered

• Maintain required insurance

• Pass PawFred’s certification review

• Agree to ongoing quality and SLA monitoring

• Ensure all service staff follow these standards

PawFred may require re-verification periodically.

2.2. Insurance requirements

Depending on service type, providers must maintain:

• General Liability Insurance (min. $1M)

• Animal Bailee Insurance for custody-based services (recommended min. $25,000)

• Auto insurance for drivers

• Workers' comp where legally required

Providers must supply proof annually or upon request.

2.3. Service tracking & routines

During any service involving custody of the pet, providers must:

• Tap Start Service

• Enable GPS tracking

• Upload photos/notes as relevant

• End the service with Finish Service

• Report incidents immediately via PawFred

This protects you, the resident, and the pet.

2.4. Marketplace transactions & payments

Payments for services booked through PawFred are collected by PawFred via Stripe or another approved payment processor. Providers are paid their earnings net of:

1. payment-processor fees (including Stripe fees),

2. applicable sales or local taxes charged on transactions, and
   
   

3. the Standard Commission Deduction described in Section 1.5.6.

Payouts occur within 5–7 business days, subject to Stripe Connect’s settlement calendar and any additional identity or compliance verification required by law.

Providers must maintain accurate and up-to-date bank information to avoid payout delays.

2.5. Cancellation & rescheduling policies

Providers must adhere to the cancellation policy disclosed to residents, typically:

• No fee if resident cancels >24 hours before service

• 50% fee if resident cancels <24h

• 100% fee if resident cancels within 1 hour of start time

• Provider no-shows result in zero payment and tier downgrade

2.6. Turbo Pup Deals

Providers may submit offers to the PawFred team.

Approved deals are featured at no additional promotional cost to the provider.

Providers are responsible for:

• Honoring the advertised deal

• Stock availability

• Scheduling accuracy

2.7. Independent provider status

Providers:

• Operate independently

• Are fully responsible for their own services

• Set pricing and availability

• Agree that PawFred is a facilitator, not an employer

2.8. Code of conduct & safety

Providers agree to:

• Treat pets and residents with respect

• Perform services safely and responsibly

• Comply with local laws

• Refrain from misuse of the platform

• Report incidents truthfully

PawFred may pause or terminate certification for repeated SLA issues or violations.

2.9. Privacy & data

Providers agree to:

• Use customer data only for fulfilling services

• Not export or misuse data outside PawFred

• Comply with the Privacy Policy

2.10. Changes to terms

PawFred may update these guidelines or terms to reflect product evolution, legal changes, or community needs.

2.11. Want to bring PawFred to your community?

Certified providers can refer properties and earn Turbo Pup Credits or other partner rewards.

Email: provider@woof.pet

3. Miscellaneous; Governing law & disputes

3.1. Relationship between the Parties

Providers engaged through PawFred do so as independent businesses, not employees, agents, or representatives of PawFred Inc.. Nothing in these Guidelines or Terms shall be interpreted as creating a partnership, joint venture, franchise, or employment relationship.

3.2. Entire agreement

These Provider Guidelines, together with the PawFred Vendor Terms & Conditions, Privacy Policy, and any service-specific agreements referenced herein, form the complete and exclusive agreement between you and PawFred regarding your participation in the Certified Provider Network. They replace all prior discussions or communications relating to their subject matter.

3.3. Governing law

All matters relating to these Guidelines, the Vendor Terms & Conditions, or your provision of services through PawFred shall be governed by and construed in accordance with the laws of the State of Florida, without regard to conflict-of-law rules.

3.4. Venue and jurisdiction

Any legal action, claim, or proceeding arising from or relating to your use of the PawFred platform, your provider account, or these Terms must be brought exclusively in the state courts of Miami-Dade County, Florida, or the federal courts of the Southern District of Florida.

By participating in the Certified Provider Network, you consent to the personal jurisdiction and venue of these courts.

3.5. No class or representative actions

To the maximum extent permitted by law, any disputes between you and PawFred must be resolved individually. Providers may not participate in or bring any class, collective, or representative action against PawFred or its affiliates.

3.6. Assignment

Providers may not assign or transfer any rights or obligations under these Guidelines or the Terms without PawFred’s prior written consent. PawFred may assign or transfer its rights and obligations at any time, including as part of a merger, acquisition, corporate reorganization, or sale of assets. Any permitted assignee will be bound by these Terms.

3.7. Force majeure

PawFred shall not be liable for any delay or failure in performance caused by events beyond its reasonable control, including natural disasters, power outages, telecommunications failures, civil disturbances, governmental actions, or other events commonly understood as force majeure.

3.8. Severability

If any provision of these Guidelines or Terms is held to be invalid or unenforceable, that provision will be applied to the fullest extent allowed, and the remaining provisions will remain fully effective.

3.9. No waiver

Any failure by PawFred to enforce a right, term, or provision of these Guidelines or Terms shall not be considered a waiver of that right or any other rights. Any waiver must be made in a signed writing to be effective.

3.10. Notices

Formal notices to PawFred must be sent to:

PawFred Inc. – Legal Notices
Miami-Dade County, Florida, USA
Email: legal@woof.pet

PawFred may send notices to providers via email, in-app notifications, dashboard alerts, or postings within the platform. Notices are deemed delivered when sent or posted, unless otherwise required by applicable law.

3.11. Interpretation

Section titles and headings are for convenience only and do not affect the meaning of any provision. References to “including” or “includes” shall be interpreted as “including but not limited to.”

3.12. Survival

Any provisions that by their nature should survive termination, including but not limited to payment obligations, IP rights, confidentiality, indemnities, limitations of liability, and dispute resolution terms, will continue to apply after your provider account ends.

Last updated on november 24, 2025