Customer Support Terms – Bookapetland.com

1. Purpose of Customer Support

Bookapetland.com provides a dedicated customer support service to assist Users with any questions, incidents, or requests related to their bookings of pet hotels and boarding facilities. Our support team is available to:

• Provide information about how to use our platform.
• Assist with the booking process.
• Manage changes, cancellations, or clarifications regarding reservations.
• Handle complaints, incidents, or technical issues.
• Provide guidance on payments and confirmations.

2. Channels of Contact

Users may contact our support team through the following channel: • Email: info@bookapetland.com All communications should include the booking reference number (if applicable) and relevant details to allow our team to respond efficiently.

3. Response Times

We aim to acknowledge receipt of all enquiries within 24 hours (business days) and to provide a complete response within a reasonable timeframe, depending on the nature of the request.

4. Responsibilities of the User

The User undertakes to:

• Provide true, complete, and up-to-date information when contacting customer support.
• Use the support service respectfully and exclusively for matters directly related to Bookapetland bookings.
• Avoid abusive, offensive, or fraudulent communications.

5. Limitation of Liability

Bookapetland acts solely as an intermediary between Users and Service Providers (pet hotels and boarding facilities). While we provide assistance with booking-related matters, we are not responsible for the direct provision of the services contracted, which remains the sole responsibility of the Service Provider.

6. Escalation of Complaints

If the User is not satisfied with the handling of their request, they may submit a formal written complaint via email to info@bookapetland.com. Such complaints will be reviewed by our management team.

7. Governing Law and Jurisdiction

These Customer Support Terms are governed by Portuguese law. In the event of disputes, the competent courts shall be those of the User’s place of residence, without prejudice to mandatory consumer protection rules.