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Legal

Terms of Service

Last updated: July 2026

Who operates Drooi

Drooi is operated by Manuel Moreno Aguilar, a sole trader registered in New Zealand (NZBN 9429053749222), based in Wānaka, New Zealand.

What Drooi is

Drooi is a community platform that connects pet owners with pet care providers and helps reunite lost pets in New Zealand. We are a connector — we do not employ providers or guarantee services. Payments for bookings are processed through Stripe as described below.

Providers are independent and self-employed

Pet care providers on Drooi are independent, self-employed people — not employees, agents, or partners of Drooi. Providers set their own rates, hours, and services, decide which requests to accept, and are solely responsible for their own taxes, ACC levies, and any insurance or licences required for the services they offer. Nothing in these Terms creates an employment, agency, or partnership relationship between Drooi and any provider.

Who can use Drooi

You must be 18 years or older to create an account. By signing up you confirm that the information you provide is accurate and that you will use Drooi in good faith.

Payments

Payments for confirmed bookings are processed securely through Stripe. Pet owners pay the provider's listed price plus a Drooi service fee at checkout. Stripe allocates the provider's amount, less Drooi's separate service fee, and sends it according to the provider's Stripe payout schedule. Bank arrival can take several business days, and first payouts may take longer. A successful customer payment does not mean the provider's bank payout has arrived. Drooi does not hold or custody funds directly.

Drooi may also charge its own fees for optional platform features — for example, a one-time identity verification fee. These fees are processed securely by Stripe.

Cancellations, refunds, and no-shows

  • A booking cancelled before payment is not charged.
  • If a pet owner cancels a paid booking at least 24 hours before its scheduled start, the owner will receive a full refund, including the Drooi service fee.
  • Pet-owner cancellations made less than 24 hours before the scheduled start, and pet-owner no-shows, are normally non-refundable. Drooi may make exceptions after reviewing exceptional circumstances or where required by law.
  • If a provider cancels or does not show up, the pet owner will receive a full refund, including the Drooi service fee.
  • If a service is not supplied or there is a serious problem with how it is delivered, Drooi will review the circumstances and may issue a partial or full refund as appropriate.

Refunds are returned only to the original payment method. Banks usually display approved card refunds within 5–10 business days. Providers agree that amounts already transferred to them may be reversed when a refund is due.

To request help, email hello@drooi.app or use our contact form. Include your booking ID, the reason for your request, and any relevant messages or screenshots. Nothing in this section limits any rights or remedies available under New Zealand consumer law.

Communications

By creating an account you agree that Drooi may email you about your bookings and account, and may also occasionally email you about new features, product updates, or offers. See our Privacy Policy for how to unsubscribe from non-essential emails.

Bookings and services

Drooi facilitates booking requests but does not guarantee that a provider will accept, show up, or deliver a service to any particular standard. Pet owners are responsible for verifying providers before leaving their pets in their care. Providers are responsible for delivering the services they agree to.

Lost & Found

Lost and found reports and sightings are submitted by community members in good faith. Drooi does not verify the accuracy of reports. We are not responsible for outcomes related to lost or found pets.

Community standards and prohibited content

You are responsible for everything you post or send through Drooi. You must not use Drooi to create, upload, request, promote, or share:

  • False, misleading, fraudulent, spam, impersonation, or scam content
  • Harassment, bullying, hate, discrimination, threats, violence, or encouragement of self-harm
  • Sexual or exploitative content, nudity, or any content that sexualises, exploits, or endangers a child
  • Illegal activity, instructions that facilitate wrongdoing, malware, or attempts to evade platform safeguards
  • Animal cruelty, content that promotes harming an animal, or dangerously misleading pet-care advice
  • Another person's private or sensitive information without their consent
  • Anything else that violates applicable law or Google Play's restricted-content policies

Use the clearly labelled Report and Block controls in the app when available, or email Drooi Support. Blocking is private. Reports are reviewed by Drooi and may result in content removal, account restrictions, suspension, or referral to the appropriate authorities.

Our rights

We may review reported content and accounts, restrict visibility or messaging, remove content, preserve evidence where legally required, and suspend or remove any account that violates these terms or harms the Drooi community. We will take action that is reasonable for the nature, severity, and history of the conduct.

Limitation of liability

Drooi is provided as-is. To the extent permitted by New Zealand law, we are not liable for any loss, injury, or damage arising from the use of the platform, including disputes between users or outcomes related to pet care services or lost pets.

Governing law

These terms are governed by the laws of New Zealand.

Contact

For questions about these terms, cancellations, or refunds, email hello@drooi.app or use our contact form.