Community Guidelines

Table of Contents

• 1. Introduction
• 2. Our Core Values
• 3. Account Integrity
• 4. Guidelines for Pet Owners
• 5. Guidelines for Service Providers
• 6. Communication Standards
• 7. Health and Safety Standards
• 8. Review and Feedback Guidelines
• 9. Prohibited Content and Conduct
• 10. Reporting Violations
• 11. Dispute Resolution
• 12. Enforcement Actions
• 13. Community Recognition
• 14. Educational Resources
• 15. Changes to Community Guidelines

1. Introduction

Welcome to Tails! We're delighted to have you as part of our vibrant community dedicated to creating joy for dogs and those who love them. At Tails, we connect dog owners ("Pet Owners") with trusted dog care service providers ("Service Providers") to ensure every dog receives the love and care they deserve.

Our mission is to provide a safe, respectful, and supportive platform where dogs receive exceptional care, and Pet Owners and Service Providers build rewarding relationships. These Community Guidelines are designed to uphold our shared values and foster a positive experience for everyone involved.

By using the Tails Platform, you agree to adhere to these Community Guidelines, which are part of our Terms of Service and Privacy Policy. Your cooperation helps us maintain a trustworthy and welcoming community for all.

2. Our Core Values

2.1 Safety First: For Dogs and People

✓ SAFETY IS OUR TOP PRIORITY

Dog Well-being: The health and happiness of dogs are our top priorities. We strive to ensure that every dog receives compassionate and professional care.

User Safety: We are committed to providing a secure environment for both Pet Owners and Service Providers.

2.2 Trust and Transparency

✓ TRUST IS THE FOUNDATION OF OUR COMMUNITY

Honest Communication: Open and clear communication builds trust within our community.

Integrity: We expect all users to act with honesty and uphold their commitments.

2.3 Respect and Kindness

✓ TREAT EVERYONE WITH RESPECT AND KINDNESS

Inclusivity: We embrace diversity and promote a culture of respect and understanding.

Positive Interactions: Kindness and courtesy are essential in all interactions.

2.4 Quality Care

Professionalism: Service Providers are dedicated to delivering exceptional dog care services.

Continuous Improvement: We encourage ongoing learning and development to enhance the quality of care.

2.5 Community Support

Collaboration: Together, we create a supportive network that benefits dogs, Pet Owners, and Service Providers.

Shared Responsibility: We each play a role in maintaining a positive and thriving community.

3. Account Integrity

3.1 Accurate Information

✓ PROVIDE HONEST AND ACCURATE INFORMATION

All users must provide accurate, truthful, and up-to-date information in their profiles, including:

• Full legal name (for identity verification purposes)
• Current contact information
• Accurate profile photos that clearly show your face
• Truthful information about experience, qualifications, and services (for Service Providers)
• Accurate information about dogs, including breed, age, temperament, and health needs (for Pet Owners)

3.2 One Account Per Person

Each user may maintain only one personal account on Tails. Multiple accounts per individual are prohibited and may result in account termination.

3.3 Account Security

You are responsible for maintaining the security of your account. This includes:

• Using a strong, unique password
• Not sharing your account credentials with others
• Logging out of shared devices
• Reporting any suspected unauthorized access immediately

3.4 No Impersonation

Impersonating another person, business, or organization is strictly prohibited and may result in immediate account termination.

4. Guidelines for Pet Owners

4.1 Dog Profile Accuracy

✓ PROVIDE COMPLETE AND ACCURATE DOG INFORMATION

Pet Owners must provide accurate and complete information about their dogs, including:

• Breed, age, weight, and size
• Accurate photos that clearly show your dog
• Vaccination status and medical history
• Behavioral traits (e.g., energy level, sociability with other dogs and humans)
• Any special needs, medications, or care requirements
• Any behavioral issues or concerns (e.g., aggression, anxiety, resource guarding)

4.2 Dog Health Requirements

All dogs on the Tails platform must:

• Be up-to-date on required vaccinations (rabies, DHPP)
• Be free from contagious diseases or parasites
• Have had preventative treatments for fleas, ticks, and heartworm as appropriate

4.3 Preparing for a Dog Care Service

Provide clear, detailed instructions for your dog's care:

• Feeding schedule and portions
• Exercise needs and restrictions
• Medication instructions (if applicable)
• Emergency contact information
• Veterinarian information
• Behavioral quirks and how to handle them
• Supplies and equipment: Ensure necessary items such as food, leashes, medications, toys, and care instructions are readily available
• Home access: Provide secure and reliable methods for Service Providers to access your home, such as keys, lockbox codes, or smart locks

4.4 Booking Etiquette

When booking services, Pet Owners should:

• Book services with reasonable advance notice when possible
• Provide all necessary information upfront
• Respond promptly to Service Provider questions
• Be on time for meet-and-greets and service appointments
• Respect Service Providers' stated policies and boundaries
• Cancel bookings only when necessary and with as much notice as possible
• Respect Service Provider's time by being punctual with drop-off and pick-up times

5. Guidelines for Service Providers

5.1 Accurate Service Representation

✓ REPRESENT YOUR SERVICES AND QUALIFICATIONS HONESTLY

Service Providers must accurately represent their:

• Experience and qualifications
• Services offered and limitations
• Availability and service area
• Capacity (number of dogs they can care for simultaneously)
• Home environment (for boarding or daycare services)
• Rates and additional fees

5.2 Service Quality Standards

Service Providers must maintain high standards of service quality:

• Provide the specific services agreed upon at booking
• Follow all care instructions provided by Pet Owners
• Administer medications as directed (if agreed upon)
• Communicate promptly about any issues or concerns
• Provide updates, photos, or videos as promised
• Ensure the dog's basic needs are met (food, water, exercise, bathroom breaks)
• Maintain a clean, safe environment for dogs in your care

5.3 Professional Conduct

Service Providers should maintain professional conduct at all times:

• Be punctual for all appointments and services
• Communicate clearly and respectfully
• Dress appropriately when providing services
• Respect the privacy and property of Pet Owners
• Never bring unauthorized individuals when providing services
• Maintain appropriate professional boundaries in all interactions
• Respect cancellation policies and provide ample notice if you need to cancel

5.4 Accepting Appropriate Bookings

Service Providers should only accept bookings that align with their skills, experience, and capabilities:

• Decline bookings for dogs with needs beyond your experience or capabilities
• Be honest about your comfort level with different dog breeds, sizes, and behaviors
• Don't overbook yourself beyond your capacity to provide quality care
• Consider the compatibility of dogs when accepting multiple bookings simultaneously
• Only accept bookings you can fulfill with confidence and professionalism

6. Communication Standards

6.1 Respectful Communication

✓ COMMUNICATE RESPECTFULLY WITH ALL USERS

All communication on the Tails platform should be:

• Respectful and courteous
• Free from harassment, discrimination, or offensive language
• Professional and appropriate
• Clear and honest

6.2 Timely Responses

We expect all users to respond to messages in a timely manner:

• Respond to booking requests within 24 hours
• Answer questions or inquiries promptly
• Provide updates during active bookings as agreed upon
• Notify other users if you'll be unavailable to respond

6.3 On-Platform Communication

For your safety and protection, all communication related to Tails services should occur on the platform:

• Keep all booking discussions and arrangements on the Tails platform
• Do not share personal contact information until a booking is confirmed
• Report requests to communicate or pay outside the platform

6.4 Constructive Feedback

When providing feedback:

• Offer feedback in a helpful and respectful manner
• Focus on specific behaviors or situations rather than making personal judgments
• Suggest constructive solutions when possible
• Be open to receiving feedback from others

6.5 Prohibited Communication

The following types of communication are prohibited:

• Harassment, threats, or intimidation
• Discriminatory, hateful, or offensive language
• Spam or unsolicited commercial messages
• Sexual or inappropriate content
• Attempts to circumvent Tails' payment system
• Sharing other users' personal information without consent

7. Health and Safety Standards

7.1 Dog Safety

✓ PRIORITIZE DOG SAFETY AND WELLBEING AT ALL TIMES

All users must prioritize dog safety and wellbeing:

• Never leave dogs unattended in vehicles or unsafe environments
• Keep dogs properly leashed in public areas as required by local laws
• Provide appropriate supervision based on the dog's needs and behavior
• Ensure proper hydration, particularly in hot weather
• Be aware of and avoid environmental hazards (toxic plants, small objects, chemicals)
• Follow all care instructions provided by Pet Owners
• Use only positive reinforcement training methods
• Be mindful of weather conditions and avoid extreme temperatures

7.2 Emergency Preparedness

Service Providers should be prepared for emergencies:

• Know the location of the nearest emergency veterinary clinic
• Have a plan for transporting dogs in case of emergency
• Maintain Pet Owner and emergency contact information readily available
• Follow the emergency protocols outlined in our Terms of Service
• Contact Pet Owners and Tails immediately in case of emergency
• Document incidents including time, location, and actions taken

7.3 Health Standards

To prevent the spread of disease and parasites:

• Service Providers should maintain clean facilities and equipment
• Pet Owners must disclose any known health issues
• All dogs must be current on required vaccinations
• Dogs with contagious conditions should not be boarded with other dogs
• Service Providers should wash hands between handling different dogs
• Report any suspected illness or parasites immediately

7.4 Safe Environments

Service Providers offering services in their homes must provide safe environments:

• Dog-proof spaces free from hazards and toxic substances
• Secure fencing for outdoor areas used for dogs
• Appropriate temperature control (heating and cooling)
• Suitable bedding and comfort items
• Adequate space for the number and size of dogs being cared for
• Proper separation of incompatible dogs if caring for multiple dogs

8. Review and Feedback Guidelines

8.1 Honest Reviews

✓ PROVIDE TRUTHFUL, CONSTRUCTIVE FEEDBACK

All reviews and ratings should be:

• Based on firsthand experience
• Truthful and accurate
• Relevant to the services provided
• Specific and constructive
• Respectful, even when critical
• Focused on both positive aspects and areas for improvement

8.2 Encouraged Review Practices

We encourage users to:

• Highlight specific positive aspects of the service experience
• Acknowledge what went well during the service
• Provide specific examples to illustrate your points
• Offer constructive suggestions for improvement
• Consider discussing concerns directly with the other party before posting a negative review

8.3 Prohibited Review Content

Reviews must not contain:

• Personal attacks or offensive language
• Discriminatory or prejudicial content
• False or misleading information
• Private information about other users
• Promotional content or spam
• Threats or extortion (e.g., threatening negative reviews to get refunds)
• Content unrelated to the service experience

8.4 Review Manipulation

The following practices are prohibited:

• Offering incentives for positive reviews
• Pressuring users to change or remove reviews
• Submitting false reviews
• Creating multiple accounts to submit reviews
• Asking family members or friends to submit reviews without using the service
• Submitting reviews for services that didn't occur

8.5 Review Responses

When responding to reviews, users should:

• Be courteous and professional
• Address the specific feedback provided
• Avoid defensive or argumentative tones
• Focus on resolving any issues mentioned
• Respect the reviewer's perspective
• Use the opportunity to demonstrate your commitment to quality

9. Prohibited Content and Conduct

9.1 Prohibited Content

✓ MAINTAIN A POSITIVE, RESPECTFUL ENVIRONMENT

The following content is prohibited on the Tails platform:

• Discriminatory, hateful, or offensive content
• Sexually explicit or suggestive content
• Violent or graphic content
• Content promoting illegal activities
• Spam, scams, or misleading content
• Content that violates others' privacy or intellectual property rights
• Content promoting animal abuse or neglect
• Inappropriate images or photos that don't clearly show your face or your dog

9.2 Prohibited Conduct

The following behaviors are prohibited:

• Harassment, bullying, or intimidation of other users
• Discrimination based on race, ethnicity, gender, sexual orientation, disability, etc.
• Fraudulent or deceptive practices
• Attempting to circumvent Tails' payment system
• Sharing other users' personal information without consent
• Creating multiple accounts for deceptive purposes
• Using the platform for any illegal activities
• Promoting services for animals other than dogs

9.3 Prohibited Services

The following services are not permitted on Tails:

• Care for animals other than dogs
• Breeding or stud services
• Off-leash services in non-designated areas
• Training using aversive methods (shock, prong, or choke collars)
• Major medical procedures
• Administering injections or complex medical treatments (unless professionally qualified)
• Services for dogs with serious aggressive behavior
• Any services that violate local laws or regulations

10. Reporting Violations

10.1 How to Report

✓ REPORT VIOLATIONS TO MAINTAIN COMMUNITY SAFETY

If you encounter content or behavior that violates these guidelines, please report it:

• Use the "Report" button on profiles, messages, or reviews
• Contact our Trust & Safety team at safety@tails.com
• For emergencies involving dog safety, call our emergency hotline at [Insert Phone Number]

10.2 What to Include

When reporting violations, please include:

• Username of the person violating guidelines
• Description of the violation
• Date and time of the incident
• Screenshots or other evidence (if available)
• Any additional context that might help our investigation

10.3 Response to Reports

Our Trust & Safety team will:

• Review all reports promptly
• Investigate the reported content or behavior
• Take appropriate action based on our findings
• Maintain reporter confidentiality to the extent possible
• Follow up with reporters as appropriate

11. Dispute Resolution

11.1 Handling Disagreements

✓ RESOLVE CONFLICTS RESPECTFULLY AND CONSTRUCTIVELY

When disagreements arise, we encourage users to:

• Attempt to resolve issues through direct, respectful communication
• Clearly identify the specific issue
• Listen to the other party's perspective
• Work together to find a mutually acceptable solution
• Focus on facts rather than emotions
• Consider compromise when appropriate

11.2 Tails' Role in Resolving Disputes

Our support team is available to help when needed:

• We provide guidance and mediation for disputes that users cannot resolve on their own
• We review relevant messages, booking details, and other information to understand the situation
• We strive to reach fair and balanced resolutions
• We may offer compensation or adjustments in appropriate circumstances

11.3 When to Contact Tails Support

Contact our support team if:

• Direct communication with the other party has been unsuccessful
• The issue involves a policy violation
• There are safety concerns for users or dogs
• There are payment or refund disputes
• You need guidance on how to handle a difficult situation

11.4 How to Contact Support

You can reach our support team through:

• The Help Center in the Tails app or website
• Email at support@tails.com
• Our emergency hotline at [Insert Phone Number] for urgent situations

12. Enforcement Actions

12.1 Types of Enforcement Actions

Violations of these guidelines may result in one or more of the following actions:

• Educational outreach and warnings
• Removal of content
• Temporary feature restrictions
• Temporary account suspension
• Permanent account termination
• Referral to law enforcement for serious violations

12.2 Factors Considered

When determining appropriate enforcement actions, we consider:

• Severity of the violation
• Whether it's a first-time or repeat violation
• Impact on other users or dogs
• Intent behind the violation
• User's history on the platform
• Whether the violation poses safety risks

12.3 Appeals Process

If you believe an enforcement action was taken in error, you may appeal by:

• Contacting our Trust & Safety team at appeals@tails.com
• Including your username, the action taken, and why you believe it was in error
• Providing any relevant evidence to support your appeal

Appeals will be reviewed by a different member of our team than the one who took the original action.

13. Community Recognition

13.1 Recognizing Exemplary Members

✓ WE CELEBRATE OUTSTANDING COMMUNITY MEMBERS

Tails celebrates users who consistently contribute positively to our community:

• Top-rated Service Providers who consistently deliver excellent care
• Responsible Pet Owners who provide clear instructions and feedback
• Users who help others through thoughtful advice and support
• Members who go above and beyond in emergency situations

13.2 Recognition Criteria

Recognition is based on factors such as:

• Consistently high ratings and positive reviews
• Excellent communication and responsiveness
• Adherence to community guidelines
• Helpful contributions to the community
• Length and quality of platform participation
• Feedback from other community members

13.3 Benefits for Top-Rated Users

Exemplary community members may receive:

• Badges and special designations on their profiles
• Improved visibility in search results
• Featured placement in promotional materials
• Early access to new features and programs
• Special recognition in community spotlights
• Opportunities to provide feedback on platform development

14. Educational Resources

14.1 Dog Care Resources

✓ CONTINUOUS LEARNING IMPROVES CARE QUALITY

Tails provides a variety of educational resources on dog care:

• Articles on dog behavior, health, and well-being
• Breed-specific information and care guides
• Videos demonstrating proper handling and care techniques
• Seasonal safety tips
• FAQs and troubleshooting guides for common issues

14.2 Professional Development for Service Providers

We support Service Providers' professional growth through:

• Webinars and online courses on dog care best practices
• Business resources for managing and growing your services
• Information on certification opportunities
• Community forums for sharing experiences and advice
• Updates on industry trends and research

14.3 Platform Usage Tutorials

Learn how to make the most of the Tails platform:

• Step-by-step guides for creating profiles and listings
• Tutorials on booking and managing services
• Tips for effective communication on the platform
• Best practices for providing and receiving reviews
• Information on payment processes and policies

14.4 Accessing Resources

These resources are available through:

• The Learning Center in the Tails app and website
• Regular email newsletters
• The Tails blog
• Social media channels
• In-app notifications about new content

15. Changes to Community Guidelines

We may update these Community Guidelines from time to time to reflect new features, address emerging issues, or improve clarity. When we make significant changes, we will notify you through the Tails platform and update the "Last Updated" date at the top of this page.

By continuing to use Tails after changes to these guidelines, you agree to be bound by the updated guidelines.

If you have questions or feedback about these Community Guidelines, please contact us at support@tails.com.

Thank you for being part of the Tails community and helping us maintain a safe, respectful, and trustworthy platform for dog owners and service providers. Together, we create joyful experiences for dogs and the people who love them.