Dernière mise à jour : August 2026
WHEREAS:
Tout pour le Toutou (Pet Chéri) provides pet concierge services and, in this capacity, connects pet owners with service providers (whether professional or non-professional) in the pet care sector for the provision of personalised services.
This connection between pet owners and specialised service providers may also soon be made directly through its dedicated interface (website/application).
Tout pour le Toutou (Pet Chéri) lists and works with pet service providers.
The Client is the owner of one or more pets and has expressed a need that may be fulfilled by a service provider within the Tout pour le Toutou (Pet Chéri) network (hereinafter the “Client”).
The Parties have discussed and agreed to enter into this agreement (hereinafter the “Agreement”) in order to define the terms and conditions under which the Client is connected with a service provider from the Tout pour le Toutou (Pet Chéri) network (hereinafter the “Service Provider”).
THE PARTIES HAVE THEREFORE AGREED AS FOLLOWS:
This Agreement governs the terms under which Tout pour le Toutou (Pet Chéri) connects the Client with the Service Provider for the performance of the service specified in the order form (hereinafter the “Service”).
The Client expressly acknowledges and agrees that these terms shall automatically apply to any subsequent Services ordered by the Client.
The Agreement is entered into for the period necessary to perform the Service(s).
Tout pour le Toutou (Pet Chéri) offers the Client one or more Service Providers from its network who may be able to meet the Client’s needs. As part of its direct pet concierge activity, Tout pour le Toutou (Pet Chéri) may provide advice by indicating which Service Provider it considers most suitable based on compatibility and the pet’s profile.
However, the Client remains free to select the Service Provider who will perform the Service, according to the terms and rates communicated by Tout pour le Toutou (Pet Chéri).
The Client is advised, particularly for long-term or recurring Services, to meet the Service Provider before making a final choice. Pet Chéri shall not be held responsible if no prior meeting takes place.
Once the conditions for performing the Service have been accepted by the Client, Tout pour le Toutou (Pet Chéri) books the Service with the Service Provider.
Tout pour le Toutou (Pet Chéri) confirms the booking to the Client in writing, including by email, SMS, Facebook Messenger, WhatsApp or through its interface.
The Service is performed by the Service Provider as an independent contractor and not as an employee. Neither the Client nor Tout pour le Toutou (Pet Chéri) has any managerial authority over the Service Provider. The Service Provider is not bound to either Party by an employment contract, any relationship of subordination or an agency agreement. The Service Provider and Tout pour le Toutou (Pet Chéri) are connected through a service agreement.
Tout pour le Toutou (Pet Chéri) is insured by AXA in respect of Services performed through its concierge referral service where the Service Provider’s liability is engaged. Please refer to our insurance policy for further information.
Damages covered by the insurance may only be compensated above the applicable deductible of €380 to €500 per claim. This deductible shall never be borne by Tout pour le Toutou (Pet Chéri). It shall be borne by the Service Provider where fault or negligence on their part has been established, and by the Client in all other cases.
Any claim must be reported within 24 hours of the incident occurring or being discovered.
In the event of an accident or emergency, Pet Chéri may exceptionally advance veterinary expenses or other necessary costs where the relevant parties are unable to pay them immediately. Any amount advanced must be reimbursed by the responsible party within five (5) days of the advance.
No compensation can be guaranteed where the Client requests or authorises a situation presenting a particular risk, including a cat having access to an unsecured outdoor area (balcony, garden, courtyard, etc.) or a dog being walked off-leash.
4.1.1 Tout pour le Toutou (Pet Chéri) undertakes to:
Offer Service Providers whose skills and suitability have been subject to prior checks, including an interview with a recruitment team trained in animal welfare;
Verify, in particular, the identity, professional qualifications and/or experience of the Service Provider;
Book the Service with the Service Provider selected by the Client and confirm the booking to the Client in writing;
Connect the Client with the selected Service Provider;
Provide the Service Provider with all information necessary for the proper performance of the Service, including instructions supplied by the Client.
4.1.2 Tout pour le Toutou (Pet Chéri) may assist the parties in connection with difficulties arising during the performance of the Services and may intervene in disputes that have not been resolved between the Client and the Service Provider, including disputes relating to the performance of the Service and, more generally, any warranties, representations or other obligations binding upon them.
Without prejudice to any other obligations provided for under this Agreement, the Client undertakes to:
Provide Tout pour le Toutou (Pet Chéri) with all documents, information, data and other elements required for the performance of the Service;
Communicate with the Service Provider and the concierge team exclusively through the dedicated group;
Disclose all relevant characteristics of the pet, including any particular behaviour or condition (for example: tendency to escape, illness, anxiety, destructive behaviour, etc.), together with all instructions relating to the pet’s safety, care and biological, physiological, health and behavioural needs;
Authorise Tout pour le Toutou (Pet Chéri) to provide the Service Provider with all information necessary for the proper performance of the Service.
The Client acknowledges and agrees that failure to comply with this essential disclosure obligation may result in the Service Provider refusing to perform or continue the Service. In such circumstances:
No refund of amounts paid by the Client under this Agreement shall be made;
The Service Provider may require the Client to collect, or arrange for the collection of, the pet on the same day and at the Client’s expense.
The Client further undertakes to:
Provide only accurate, current and truthful information and data that is not misleading or likely to cause misunderstanding, and to update such information as necessary;
Be present at the agreed place, date and time to enable the Service Provider to perform the Service;
Not seek to contract directly with any Service Provider introduced by Tout pour le Toutou (Pet Chéri), whether or not ultimately selected. The Client acknowledges that, under the Service Provider’s agreements with Tout pour le Toutou (Pet Chéri), the Service Provider may incur a significant financial penalty in such circumstances.
The Client expressly authorises Tout pour le Toutou (Pet Chéri) to transmit the information provided by the Client to the Service Provider.
Each Party undertakes, in performing this Agreement, to comply with applicable laws and regulations and not to infringe the rights of third parties or public policy.
The Parties undertake to provide each other with all documents, information, data and other elements required for the performance of this Agreement.
More generally, the Parties undertake to cooperate actively in order to ensure the proper performance of this Agreement and to keep each other informed of any difficulties relating to its performance.
The Client undertakes not to cancel a booked Service without valid reason.
If the Client cancels a booked Service, the Client shall not be entitled to a refund of any amounts already paid and shall remain liable for any outstanding amounts.
Once the Client has been connected with a Service Provider and the Service has been confirmed following discussions with the Service Provider, any cancellation shall result in the Service Provider’s applicable cancellation fee, as specified on their profile, together with a €10 cancellation fee payable by the Client to Tout pour le Toutou (Pet Chéri).
In the event of a disagreement between the Service Provider and the Client, including regarding the quality of the Service, the Client undertakes to inform Tout pour le Toutou (Pet Chéri) in writing, including by email or WhatsApp, within 24 hours of the dispute arising, providing details of the matter.
The Client undertakes to make reasonable efforts to discuss the matter and seek an amicable solution.
Tout pour le Toutou (Pet Chéri) reserves the right to intervene and provide any observations it considers useful to facilitate an amicable resolution. The Client expressly acknowledges and agrees that such observations are intended solely to assist in resolving the dispute and shall not engage the liability of Tout pour le Toutou (Pet Chéri), which is not a party to the dispute.
If the Client and the Service Provider consider that an amicable resolution cannot be reached, they shall be responsible for resolving the dispute between themselves.
7.1 The total amount payable for the Service and Tout pour le Toutou (Pet Chéri)’s commission is specified in the order form (the “Price”).
7.2 The commission is proportionate to the price of the Service, subject to a minimum amount depending on the complexity and urgency of the request.
7.3 As the Service Provider has authorised Tout pour le Toutou (Pet Chéri) to collect payment on their behalf, the Client must pay the Price to Tout pour le Toutou (Pet Chéri) on the date the Service is booked.
7.4 No payment may be made directly to the Service Provider.
7.5 Tout pour le Toutou (Pet Chéri) undertakes to pay the Service Provider their full share of the total amount due for the Service.
7.6 The Client is informed and expressly agrees that any delay in payment of all or part of an amount due to Tout pour le Toutou (Pet Chéri), including following a failed payment, shall automatically result, following the first formal notice sent by registered letter with acknowledgment of receipt, in:
(i) All outstanding amounts becoming immediately due and payable;
(ii) The immediate suspension of ongoing Services until all amounts due have been paid in full;
(iii) Late-payment interest at the applicable statutory interest rate on the total outstanding amount, together with a fixed recovery fee of €40 per invoice, without prejudice to additional compensation where the actual recovery costs incurred exceed this amount.
The Client is expressly informed and agrees that transactions relating to the performance of the Agreement must be processed by cheque or bank transfer.
Payments made through another payment channel are subject to a specific surcharge, ranging from 3% for payments made through Stripe to 7% for payments made through PayPal.
Any international bank transfer originating from outside the European Union shall be subject to an additional €15 fee.
If the Client breaches any of their obligations under the Agreement, the Agreement shall automatically terminate fifteen (15) days after receipt of a formal notice sent by registered letter with acknowledgment of receipt that remains without effect and states the intention to rely on this clause, without prejudice to any damages that may be claimed from the defaulting party.
For each Service, the owner must provide a telephone number at which they can be reached in the event of an emergency.
If this is not possible, for example due to travel or lack of network coverage, the owner must provide the contact details of a responsible person authorised to make decisions on their behalf.
In the event of an emergency (accident, health issue, etc.), Tout pour le Toutou (Pet Chéri) or the Service Provider will attempt to contact the owner or their representative by telephone, SMS or email.
If no response is received, the owner authorises Tout pour le Toutou (Pet Chéri) to take any necessary action and to accept or decline the veterinarian’s recommendations. The Client agrees not to challenge the decision taken by Tout pour le Toutou (Pet Chéri) where the Client could not be reached.
The Client undertakes to bear all related costs, including veterinary fees, hospitalisation, medication and transportation.
The owner must collect their pet at the end of the Service. If the pet is not collected, Tout pour le Toutou (Pet Chéri) shall take all necessary measures to ensure the pet is cared for at the Client’s expense for a period of ten (10) days. After this period, the pet shall be entrusted to a specialised organisation (animal shelter, SPA, etc.).
The Client is reminded that abandonment of an animal is considered an act of cruelty punishable under French law.
Neither Party shall be held liable for temporary difficulties or inability to perform the Agreement arising from an event of force majeure.
If an event of force majeure prevents a Party from performing its obligations for more than one month, either Party may terminate the Agreement by registered letter with acknowledgment of receipt, without either Party being required to pay compensation to the other.
The Client expressly authorises Tout pour le Toutou (Pet Chéri) to reproduce testimonials relating to Tout pour le Toutou (Pet Chéri)’s services.
Accordingly, the Client expressly agrees that Tout pour le Toutou (Pet Chéri) may reproduce, distribute and communicate to the public, in whole or in part, the Client’s testimonial, the image of their pet and their username/pseudonym, including on its website and social media channels.
If the Client does not consent, the Client is invited to notify Tout pour le Toutou (Pet Chéri) of their refusal in writing by any appropriate means.
This authorisation is granted free of charge and exclusively for the communication and/or promotion of Tout pour le Toutou (Pet Chéri) and/or its services.
The Client is informed that a right of withdrawal generally applies to service agreements concluded remotely between a professional and a consumer. This right must normally be exercised within fourteen (14) days of entering into the Agreement.
However, where the Service has been fully performed before the end of the above withdrawal period, the Client expressly waives their right of withdrawal, which may therefore no longer be exercised, in accordance with Article L.221-28 of the French Consumer Code.
It is expressly agreed that no Party may rely on any provision of the Agreement to claim, in any way whatsoever, the status of agent, representative or employee of another Party, nor bind another Party vis-à-vis third parties beyond the provisions of this Agreement.
No separate legal entity or structure is created between the Parties under this Agreement, and each Party retains its full independence, responsibilities and own clientele.
For the performance of the Agreement, each Party elects domicile at the address stated on the first page of the Agreement.
The Parties undertake to notify each other of any change of address by registered letter with acknowledgment of receipt. Failing such notification, any correspondence sent to the address stated at the beginning of this Agreement shall be deemed validly received.
Unless otherwise stated:
Notices involving a notice period and formal notices must be sent by registered letter with acknowledgment of receipt or by another form of correspondence delivered against signature, postage paid, to the elected address;
The periods and effects provided for herein shall run from the date of first attempted delivery of such notice or formal demand.
The Agreement supersedes and cancels any prior oral or written commitment relating to its subject matter.
It is expressly understood between the Parties that, as the Agreement has been freely negotiated between them, any other document customarily used by either Party, including any general terms of use, sale or purchase, shall not apply within the framework of this Agreement.
The invalidity or unenforceability of any provision of the Agreement shall not result in the invalidity of the remaining provisions, which shall remain in full force and effect.
The Parties shall then consult in good faith to agree upon any necessary amendments so that each Party is placed, as far as possible, in an economic position comparable to that which would have resulted from the application of the invalid provision.
Except where the Agreement expressly provides that it may be amended by any appropriate written means, any amendment or addendum must be agreed in writing and signed by both Parties.
Any reference to written communication under this Agreement shall, unless expressly stated otherwise, include any appropriate written means, including email.
Similarly, any reference to a written agreement shall, unless expressly stated otherwise, include an agreement concluded by any appropriate written means, including an exchange of emails.
The dates and time limits specified in the Agreement are fixed and all periods are expressed in calendar days.
Where a date or deadline falls on a Sunday or French public holiday, it shall not automatically be extended to the next business day.
The failure or decision of a Party not to exercise or enforce any right granted under the Agreement shall not constitute a waiver of that right for the future. Any such waiver shall apply solely to the specific event concerned.
The Agreement is governed by French law and shall be interpreted in accordance with French law.
In the event of a dispute between the Parties concerning the validity, interpretation or performance of the Agreement, the Parties shall endeavour to resolve their dispute amicably.
If no amicable agreement is reached within two (2) months following the first notification by one Party to the other concerning the relevant dispute, the dispute shall be submitted to the exclusive jurisdiction of the courts of Paris.