Alvis Platform Terms and Conditions

I. INTRODUCTION

These Terms and Conditions set out the rules for using the Website available at app.alvis.pl operated by Alvis Spółka z ograniczoną odpowiedzialnością, with its registered office in Gdańsk at ul. Ogarna, 117/118, lok.2, 80-826, entered in the register of entrepreneurs of the National Court Register under KRS number 0000797420, NIP 9571117734, REGON 384010073.

You can contact Alvis:

by electronic mail at: kontakt@alvis.pl;

by post at: Gdańsk, ul. Ogarna, 117/118, lok.2.

II. DEFINITIONS

Terms and Conditions – this document setting out the rules for using the Website, providing electronic services and Intermediation Services enabling Care Agreements to be concluded between the Caregiver and the Owner. This document has been drawn up in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council (GDPR) and the Act of 18 July 2002 on the Provision of Electronic Services.

Website/Platform – the online platform available at app.alvis.pl, through which Users may contact one another and conclude agreements concerning Care Services provided by Caregivers.

Alvis – a limited liability company with its registered office in Gdańsk, ul. Ogarna 117/118, lok. 2, 80-826, entered in the National Court Register under KRS number 0000797420, NIP 9571117734, REGON 384010073, with share capital of PLN 5,000.00.

Price List – the schedule of fees applicable on the Platform, specifying the Remuneration payable to Caregivers for performing Care Services and the Commission payable to the Platform.

User – a person using the Website, whether as a pet Owner or a Caregiver.

Account – the User's individual account within the Website, enabling, among other things, data storage, posting opinions and use of the functionalities offered by the Platform.

Profile – the publicly accessible part of the User's Account, comprising information made available by the User on the Website, particularly about experience, qualifications, preferences and other data relevant to using the Platform.

Pet Owner (hereinafter Owner ) – a User using the Alvis Platform to find a Caregiver and conclude a Care Agreement concerning the care of an animal.

Caregiver – a User registered on the Website who is a natural person acting in their own name and on their own responsibility, offering pet Care Services through the Platform and holding an active Caregiver Account.

Application – a Caregiver's submission to perform a Care Service through the Platform, made in response to a need reported by an Owner.

Order – a form completed and submitted by the Owner through the Website, constituting an offer to conclude a Care Agreement.

Care Agreement – an agreement for consideration concluded directly between the Caregiver and the Owner for the provision of Care Services, entered into through the Platform.

Remuneration – the amount payable to the Caregiver for performing a Care Service, excluding Commission and fees payable to the Platform.

Care Service – the general term for services provided by the Caregiver to the Owner involving animal care, including in particular Petsitting, Walking and Care in the Client's Home.

Petsitting Service – a paid pet care service performed at the Caregiver's home.

Walking Service – a service consisting of walking animals at agreed times.

Care in the Client's Home Service – a care service performed at a place designated and made available by the Owner, involving care of their animals.

Intermediation Service – a paid service provided by Alvis to Website Users, consisting of enabling contact and intermediating the conclusion of a Care Agreement between the Owner and the Caregiver. As part of the Intermediation Service, Alvis does not provide the Care Service and is not a party to the Care Agreement.

Service Fee/Commission – the commission payable to Alvis for the Intermediation Service, charged when a Care Agreement is concluded between the Owner and the Caregiver.

Payment Intermediary – Stripe Payments Europe Ltd., with its registered office in Dublin, Ireland, providing payment services and handling payments made through the Website.

Programme – the loyalty programme under which the Owner may earn Points for specified activities and obtain related benefits under the rules set out in these Terms and Conditions.

Points – non-property units credited for confirmed and completed Services under the Programme rules.

Level – the Owner's status in the Programme, resulting from the number of Points earned and determining their privileges and benefits.

Discount Code – a unique character string assigned to a Reward, enabling the Owner to obtain a discount or another benefit when placing an Order on the Platform.

Rewards – discounts, discount codes, vouchers or other non-property benefits offered under the Programme.

Service – electronic services provided by Alvis through the Website, consisting of technical functionalities enabling Users to make contact, place Orders, submit Applications and conclude Care Agreements between Owners and Caregivers.

Content – all materials, such as texts, photographs, videos, opinions, reviews and other data published or submitted by Users through the Website.

All definitions used in the singular also apply to the plural and vice versa, depending on the context.

III. DESCRIPTION OF SERVICES PROVIDED

1. Alvis provides Users with platform services consisting in particular of making Website functionalities available, including:

• access to a User Account enabling use of the Website's functionalities;

• enabling Orders to be placed through the Website;

• enabling Caregivers to submit Applications and handling the process of concluding Care Agreements between Owners and Caregivers;

• enabling payment for Care Services through the Website using the Payment Intermediary's services;

• enabling Owners to rate their cooperation with Caregivers and publish opinions and reviews;

• support in selecting a suitable Caregiver based on information provided by the Owner;

• support for Users in using the Website.

2. The Website functionalities referred to in paragraph 1 are technical and auxiliary in nature and serve exclusively to enable the conclusion and performance of Care Agreements between Owners and Caregivers through the Website.

3. Use of the User Account and Website functionalities is free of charge. Alvis does not charge Users for providing an Account or using the Website's functionalities, subject to the Service Fee payable to Alvis when a Care Agreement is concluded.

4. Alvis acts as an intermediary platform, does not provide Care Services, is not a party to Care Agreements and does not employ Owners or Caregivers.

5. Alvis's activities in operating the Platform are exclusively organisational, technical and auxiliary and do not constitute an assumption of responsibility for performing the Care Service or interference with how the Caregiver performs it.

6. Alvis reserves the right to modify the Website's functionalities and operating rules, in particular to adapt the Website to applicable law or organisational and business changes.

IV. TECHNICAL REQUIREMENTS

1. To use the Website, the User should have an internet-connected device, such as a computer, laptop, tablet or smartphone, with an up-to-date operating system and an up-to-date version of one of the following browsers: Edge, Chrome, Firefox, Opera or Safari. JavaScript support and acceptance of cookies are also required.

2. Alvis does not provide data transmission services. All costs associated with internet access, downloading, installation, launching and use of the Website are borne by the User under agreements with the relevant telecommunications operators or internet service providers.

3. The Terms and Conditions, Privacy Policy and other documents and information provided by Alvis are available on the Website free of charge, in formats readable using commonly available tools.

4. The User must use the Website on devices protected against viruses, malware and other threats that could disrupt proper operation of the Website.

5. Alvis is not liable for difficulties using the Website resulting from incorrect configuration of the User's device, lack of software updates, hardware limitations or internet access problems.

6. If technical problems arise in connection with the Website's operation, the User may report them through the contact channels indicated in these Terms and Conditions.

V. WEBSITE OPERATING RULES

1. By registering on the Website, the User confirms that they have read the Terms and Conditions and the Privacy Policy available at:

https://alvis.pl/polityka-prywatnosci , and accepts their contents.

2. When using the Website, the User undertakes to:

• comply with applicable law and these Terms and Conditions;

• use the Website for its intended purpose;

• refrain from actions that could disrupt the Website's operation or infringe other Users' rights.

3. Within the Website, the User must not:

• post unlawful Content, Content contrary to accepted standards of conduct or infringing third-party rights, particularly promoting violence, hatred, pornography, drugs or weapons;

• publish offensive or vulgar Content or Content infringing copyright;

• use the Website to promote other platforms, products or services without Alvis's prior consent;

• provide false information in their Profile or during registration;

• take action intended to circumvent Website functionalities in connection with active Orders;

• arrange care for animals considered dangerous or exhibiting aggression without first informing Alvis and obtaining consent.

4. Alvis may take the steps necessary to ensure proper operation of the Website and compliance with these Terms and Conditions. If infringements are identified, Alvis may apply appropriate measures, including temporarily restricting or permanently blocking the User's Account.

5. The User must promptly inform Alvis of any infringement of the law, these Terms and Conditions or third-party rights noticed while using the Website.

6. Use of the Website requires an active User Account created by registering through the Website. Registration is free.

7. During registration, the User must:

• complete the registration form;

• provide accurate data necessary to create the Account.

8. Failure to provide required data prevents completion of registration.

9. After registration, the User receives an email with instructions for confirming the Account. Upon confirmation, an agreement for the provision of electronic services is concluded between the User and Alvis for an indefinite period.

10. The User must:

• provide accurate, up-to-date and non-misleading data;

• update Account data when they change;

• use only one Account assigned to the Owner or Caregiver role.

The User bears full responsibility for data supplied during registration and use of the Website, including third-party data. When supplying third-party data, the User confirms that they have an appropriate legal basis for disclosing them.

11. Alvis reserves the right to:

• delete or suspend additional User Accounts;

• take action where impersonation of a User or disruption of the Website is suspected.

12. Contact concerning Account operation or data verification may take place by email, telephone or other available communication channels.

13. If access to the Account is lost, the User may use the password recovery procedure available on the Website.

14. The User may delete their Account using the functionality available on the Website, subject to the following restrictions:

- A Pet Owner cannot delete an Account while they have active or scheduled Care Services, until those services are completed or effectively cancelled.

- A Caregiver cannot delete an Account if they performed any Assignments during a period for which Alvis is required to retain data under generally applicable law, in particular tax and accounting provisions.

Account deletion is blocked until the reasons specified above cease to apply.

15. Once an Account is successfully deleted, the User's data are permanently removed from Alvis systems and are no longer processed, except for data Alvis is required to retain for a specified period under generally applicable law. Account deletion is irreversible, and Alvis cannot restore deleted data or the Account.

16. The User is responsible for the security of Account login details. Alvis is not liable for the consequences of sharing login details with third parties.

17. Alvis is not liable for interruptions to the Website caused by circumstances beyond its control, in particular technical failures, third-party actions or fortuitous events.

VI. CARE SERVICE

1. The Owner places an Order through the Alvis system, specifying the scope and requirements of the Care Service. The system presents Caregivers meeting the specified criteria. The Owner may accept the proposed Caregiver or reject the proposal and choose again.

2. The Care Service price depends on the Order parameters, in particular the service type, duration, number of animals and number of walks. All prices shown on the Website are gross prices. The Care Service price includes the Caregiver's remuneration and Alvis's Service Fee. The Payment Intermediary's Service Fee is also added; its amount depends on the payment method chosen and is displayed before the Order is finalised.

3. The Care Agreement is concluded when the Caregiver confirms the Order and the payment made by the Owner through the Alvis Website is credited.

4. For Walking or Care in the Client's Home Services, the Owner agrees to make the place where the Care Service will be provided available to the Caregiver. For Petsitting Services, the Owner agrees that the animal will be cared for at the Caregiver's home.

5. Changes to the date or time of a Care Service may be made only with the consent of the Owner and the Caregiver.

The following Care Service cancellation rules apply:

Petsitting Services – cancellation at least 3 days before the Service starts: full refund

– cancellation less than 3 days before: refund of 50% of the value of the first 7 days of the Service and 100% of the remaining days

Walking, Visits and Care in the Client's Home Services – cancellation at least 24 hours before the Service starts: full refund

– cancellation less than 24 hours before: no refund for the first day of the Service

6. Where a Care Service has started and ends early for reasons beyond the Caregiver's control, its cost is not recalculated or partially refunded.

7. Before the Care Service begins, the Owner must provide all material information about the animal, particularly its health, behaviour, behavioural needs, medication and care recommendations. This information is provided through the Alvis system.

8. The Owner is liable for damage caused by the animal during the Care Service, unless the damage was caused through the Caregiver's fault.

9. The Owner must provide all items necessary for the animal's care, particularly food, bowls, a lead, litter, bedding, toys and medication. The Caregiver is not liable for damage to these items caused by the animal or resulting from wear or poor condition. Alvis recommends not handing over items of high monetary or sentimental value.

10. The Caregiver undertakes to care for the animal with due diligence, taking account of information provided by the Owner. The Caregiver uses methods that do not harm the animal and does not use aversive methods.

11. The Caregiver provides care within the scope specified in the Order. The animal should not be left unattended for longer than the Owner specifies. For animals requiring constant presence, the Caregiver follows the Owner's instructions.

12. If essential supplies for the animal are missing, the Caregiver informs the Owner. By agreement, the Caregiver may purchase missing supplies, and the Owner undertakes to reimburse the costs against proof of purchase.

13. If the Owner fails to collect the animal at the agreed time, the Owner must contact Alvis. If there is no contact for more than 24 hours, the Caregiver may take steps necessary to ensure the animal's safety, informing the Owner and Alvis. These circumstances may be classified as abandonment under the Animal Protection Act.

14. If the animal is not collected at the time specified in the Order, the Owner may be charged additional costs for each commenced 24-hour period of care.

15. The Caregiver may refuse to perform the Care Service if the animal's behaviour or health differs materially from the information supplied by the Owner and prevents safe performance of the Service.

16. In unforeseen or extraordinary circumstances, Alvis takes organisational steps intended to ensure continuity of the Care Service but does not guarantee finding a replacement Caregiver.

17. During the Care Service, the Caregiver must observe the animal's health and behaviour. If symptoms occur that may indicate a threat to the animal's health or life, the Caregiver promptly informs the Owner and attempts contact by all available means.

18. Decisions about visiting a veterinarian and the scope of assistance are made by the Owner. However, if failure to act immediately could endanger the animal's health or life, the Caregiver may arrange necessary veterinary assistance while continuing to try to contact the Owner.

19. The Owner acknowledges that the Caregiver is not liable for diagnostic and therapeutic decisions made by a veterinarian or the consequences of treatment provided to save the animal's health or life. Alvis is not liable for the veterinarian's actions.

20. The Care Agreement and any amendments should be concluded through the Alvis Platform's functionalities.

VII. PAYMENTS

1. The Website enables payments through the Payment Intermediary, which provides payment services in accordance with applicable law.

2. Use of payment services available on the Website requires a separate agreement between the User and the Payment Intermediary and acceptance of its terms available at

https://stripe.com/en-pl/legal . Alvis is not a party to that agreement and is not liable for the Payment Intermediary's performance of payment services.

3. The Care Service is a transaction concluded directly between the Owner and the Caregiver. Alvis provides only the Intermediation Service, enabling a Care Agreement to be concluded and providing the technical infrastructure for its performance.

4. Payment for the Care Service is made before it begins, through the Website, using available payment methods offered by the Payment Intermediary, such as payment cards, Przelewy24 or BLIK.

5. Funds paid by the Owner are handled by the Payment Intermediary under its terms and applicable law. As part of payment processing, the Payment Intermediary settles the Remuneration due to the Caregiver and the Commission due to Alvis.

6. After the Care Service is completed, the Caregiver's Remuneration appears in their panel as available for withdrawal once the Payment Intermediary processes the payment, which may take 1 to 7 business days. Withdrawal is initiated by the Caregiver and paid to the bank account specified in their Account.

7. Alvis does not provide payment services within the meaning of the law, does not hold Users' funds and is not liable for payments made through the Payment Intermediary, subject to mandatory provisions of law.

VIII. OWNER'S OBLIGATIONS

1. By concluding a Care Agreement, the Owner declares that:

• they own the animal or have legal custody of it;

• to the best of their knowledge, the animal is free of parasites and other pests, or, if any are present, they informed the Caregiver before the Care Service began;

• the animal has the required vaccinations, including a valid rabies vaccination where required by law;

• the animal will be handed over in a condition allowing care to be provided safely;

• the Caregiver will receive the items and accessories necessary for care and instructions for their use;

• they have designated a contact person authorised to communicate and collect the animal if the Owner cannot be reached.

2. The Owner undertakes to provide reliable and complete information about the animal, particularly regarding:

• health, conditions, allergies and chronic diseases;

• medication and supplements and how they are administered;

• behaviour, socialisation and any behavioural problems;

• diet, physical activity and daily routine;

• other material information relevant to the safety of the animal, the Caregiver or third parties.

3. The Owner undertakes to:

• provide information about the animal through the Website;

• cover justified veterinary treatment costs incurred during the Care Service;

• bear liability under general rules for damage caused by the animal, unless it results from culpable acts or omissions of the Caregiver

4. If the Owner withholds material information about the animal's health or behaviour that could endanger the health or life of the animal, the Caregiver, other animals or third parties, steps may be taken to ensure safety, including transferring the animal to another suitably qualified Caregiver where possible and after informing the Owner.

5. If alternative care cannot be arranged, the animal may be placed with an appropriate institution providing temporary care, solely to safeguard its health and life. The Owner bears the costs of such actions. Alvis is not liable for the consequences of the Owner withholding information.

6. The Owner consents to the Caregiver taking photographs of the animal during the Care Service for information and reporting purposes. The Owner consents to Alvis using such Content for promotional purposes. Consent may be withdrawn at any time by sending an appropriate notice to:

kontakt@alvis.pl

7. The Owner consents to their personal data being disclosed to the Caregiver to the extent necessary to perform the Care Service and, where necessary for the animal's safety, to appropriate third parties such as a veterinarian, in accordance with applicable law.

IX. CAREGIVER'S OBLIGATIONS

1. The Caregiver declares that they are of legal age and have full legal capacity.

2. The Caregiver acts in their own name and on their own responsibility, providing Care Services directly to Owners under Care Agreements. The Caregiver is responsible for performing the Care Service under general rules, with due diligence.

3. To the best of their knowledge, the Caregiver declares that:

• they have not been convicted by a final judgment of offences against animals,

• their health allows them to care for animals safely.

4. To ensure the quality of services provided through the Website, Alvis may offer Caregivers training materials, knowledge tests and opportunities to participate in training or verification processes. Participation is intended to raise care standards and does not establish an employment relationship or other relationship of subordination.

5. The Caregiver undertakes to perform Care Services with due diligence, in accordance with the information supplied by the Owner and generally accepted animal welfare principles, in particular to:

• provide safe care conditions,

• adapt activity and care to the animal's needs and arrangements made with the Owner,

• promptly inform the Owner and Alvis of observed health problems, injuries, concerning behaviour or a condition that may threaten the health or life of the animal, the Caregiver or third parties. If an emergency is suspected, the Caregiver must promptly notify Alvis via the emergency contact (WhatsApp or telephone) and provide basic information about the situation. Notification must be made immediately upon noticing the situation, particularly sudden symptoms, injuries, suspected poisoning, aggression or other events requiring an urgent response,

• use methods based on positive reinforcement and avoid aversive methods,

• safeguard keys and access to the Owner's property responsibly and not pass them to third parties without the Owner's consent.

6. For dogs classified as aggressive under applicable law, the Caregiver undertakes to use the safety measures indicated by the Owner, including a muzzle if one has been provided.

7. Entrusting performance of the Care Service to a third party is permitted only after informing the Owner and Alvis in advance. The Caregiver is responsible for that person's actions under general rules.

8. The Caregiver undertakes to act courteously and professionally in dealings with Owners and when performing Care Services, in particular to:

• refrain from actions that could infringe the personal rights of Owners or other Users,

• refrain from consuming alcohol or intoxicating substances before and during the Care Service,

• refrain from using Owners' personal data or information about their property for purposes unrelated to performing the Care Service.

9. When performing the Care Service, the Caregiver undertakes to follow arrangements for walking the animal, including keeping the dog on a lead unless the Owner expressly specifies otherwise in the Order.

10. After a dog-walking or visit Care Service, the Caregiver must prepare and send the Owner a report on the Care Service in accordance with the Platform's rules. For round-the-clock care in the Caregiver's or Owner's home, the Caregiver must send care reports twice a day during the Care Service. A report may include descriptive information, photographs and GPS location data. Responsibility for preparing the report rests solely with the Caregiver. Alvis provides only the technical infrastructure for sending it and is not liable for its absence, content, completeness or timeliness. The report's scope may depend on the type of Care Service.

11. The Caregiver undertakes to include only up-to-date, accurate and reliable data in their Profile. In view of applicable law, including tax reporting regulations (DAC7), the Caregiver acknowledges that the data supplied may be verified and reported to the competent authorities.

12. The Caregiver's Account must not contain content that:

• is false or misleading,

• is contrary to accepted standards of conduct or infringes third-party rights,

• contains contact details enabling contact outside the Website in connection with active Orders.

13. If these Terms and Conditions are infringed, Alvis may apply the measures provided for herein, including temporarily restricting Account functionalities or blocking the Account.

14. The Caregiver undertakes to update Account data promptly when they change.

15. Where damage to the Owner's property is caused through the Caregiver's fault, the Caregiver is liable under the general rules of law.

16. The Caregiver consents to their personal data being disclosed to the Owner to the extent necessary to perform the Care Service and to other entities where necessary to protect the animal's health or safety, in accordance with applicable law.

17. Settlements of the Caregiver's Remuneration take place through the Website and Payment Intermediary, under these Terms and Conditions and the information presented to the Caregiver before accepting the Order.

18. The Caregiver independently decides whether to accept an Order. Acceptance signifies agreement to the Care Service conditions, including the Remuneration specified before acceptance.

19. The Caregiver is not obliged to accept a specified number of Orders or provide Care Services on specified days or at specified times.

20. For complaints concerning performance of the Care Service, the Caregiver undertakes to cooperate with the Owner and Alvis to clarify the matter, including supplying necessary information or materials. Alvis may support the parties in the complaints process without being a party to the Care Agreement.

21. The Caregiver is responsible for properly fulfilling tax and other public-law obligations relating to their Remuneration, in accordance with applicable law.

22. For serious or repeated infringements of these Terms and Conditions, particularly actions endangering animals or Owners, Alvis may permanently block the Caregiver's Account.

X. RULES ON WEBSITE LIABILITY

1. Alvis provides platform and intermediation services. Alvis is not a party to Care Agreements between Owners and Caregivers and is not liable for their performance, particularly the manner, quality or course of Care Services.

2. Alvis is not liable for:

• acts or omissions of Caregivers and Owners in connection with Care Services;

• the health, life or behaviour of animals in Caregivers' care;

• damage caused by animals or to third parties;

• Caregivers' health and safety during Care Services;

• relationships and interactions between Users;

• the accuracy, completeness or currency of information and statements supplied by Users;

• animals' compliance with statutory veterinary or sanitary requirements;

• decisions made by Users in connection with performing Care Agreements;

• Caregivers' fulfilment of tax and public-law obligations relating to their Remuneration…

3. Alvis does not provide animal care or veterinary services through the Website and is not liable for their results. All claims relating to Care Services should be addressed directly to the party to the Care Agreement.

4. Use of the Platform does not establish an employment, civil-law or other relationship of subordination between Alvis and Caregivers.

5. In operating the Platform, Alvis may use organisational and technical mechanisms, including verification processes, and provide information or training materials solely to ensure proper Website operation and User safety. These activities do not guarantee Care Service quality or constitute an assumption of responsibility for performance.

6. Alvis may temporarily limit registration of new Caregivers in certain locations where justified by organisational or technical aspects of Platform operation.

7. Alvis is liable only to the extent and on the terms arising from mandatory law, particularly for proper provision of platform and electronic services.

8. Alvis is not a party to the Care Agreement and does not issue sales documents for Care Services. All documents confirming performance of a Care Service are issued by the Caregiver and cover only the Caregiver's Remuneration. Alvis's Service Fee forms part of platform settlements and is not documented for the Owner.

9. In disputes between the Owner and Caregiver, Alvis may, at the parties' request, undertake informational or mediation activities but is not obliged to resolve such disputes or bear responsibility for their outcome.

XI. FAIR USE OF THE ALVIS PLATFORM

1. The Alvis Platform enables Owners and Caregivers to make contact and conclude Care Agreements through Website functionalities. Use of the Platform requires Orders and payments to be carried out exclusively through the Website.

2. When using the Platform, the Owner and Caregiver undertake not to use Website functionalities to bypass the Platform, particularly by taking steps to conclude a Care Agreement outside the Website after first making contact through it.

3. The Owner and Caregiver may contact each other through the Website to discuss Order details, Caregiver availability or Care Service conditions, provided the Care Agreement is concluded through the Platform.

4. The Platform does not restrict Users from forming relationships or cooperating outside the Website, but using Platform functionalities to circumvent its operating rules may result in Account access being restricted or blocked.

5. If the rules in this chapter are infringed, Alvis may take action concerning the User's Account, particularly temporarily restricting access to Platform functionalities or blocking the Account, after first informing the User.

6. This chapter is intended to ensure proper and fair operation of the Platform and protect its technical infrastructure and operating model without interfering with freedom to contract outside the Website.

XII. ALVIS PROTECT

General information

1. Alvis Protect is an optional Additional Service that the Owner may purchase as part of an Order placed through the Alvis Website.

2. Alvis Protect applies only during performance of the Order, from the start to the end of the active Care Service specified in the Order.

3. Alvis Protect covers only events occurring during actual performance of a Care Service under an active Order.

4. Alvis Protect is an organisational and coordination support programme offered by Alvis to facilitate responses to sudden, unforeseen situations involving animal health and care arrangements.

5. Alvis Protect is not insurance, does not constitute an insurance contract and does not replace any insurance policy held by the Owner or Caregiver.

6. Under Alvis Protect, Alvis provides organisational and coordination support in emergencies but does not assume responsibility for medical decisions or treatment, which remain with the Owner and veterinarian.

7. Alvis Protect covers only the animals specified in the Order for which it was purchased. All benefits, support and procedures under Alvis Protect apply only to those animals. If, during the Care Service, it becomes apparent that care concerns more animals than specified in the Order, Alvis Protect does not cover the unlisted animals, regardless of the circumstances of the event.

8. Alvis Protect does not guarantee a particular result or complete protection against all unforeseen events. The programme is auxiliary and organisational in nature.

Alvis Protect is an optional Additional Service that the Owner may purchase as part of an Order placed through the Alvis Website.

Alvis Protect is an organisational and coordination support programme offered by Alvis to facilitate responses to sudden, unforeseen situations involving animal health and care arrangements.

Alvis Protect is not insurance, does not constitute an insurance contract and does not replace any insurance policy held by the Owner or Caregiver.

Alvis Protect is activated when the Owner successfully pays for the Order.

The Alvis Protect fee is payable for activating enhanced Order protection, Alvis's organisational readiness and granting the Owner access to the benefits under Alvis Protect. The fee does not depend on whether the Owner actually uses a replacement caregiver, priority coordination or reimbursement of emergency veterinary costs.

Once Alvis Protect is activated, the fee for this Additional Service is non-refundable if the Owner cancels, shortens or changes the Order, regardless of whether they have used the benefits available under Alvis Protect.

The Alvis Protect price is calculated on the Order's value when confirmed. Subsequent cancellation of some visits, shortening of care, changes to Order scope or the Owner's withdrawal from some Services do not reduce the Alvis Protect price or create an obligation to refund a proportion of the fee.

If Alvis cancels the Order after Alvis Protect activation for reasons attributable exclusively to Alvis, Alvis may refund all or part of the Alvis Protect fee or grant the Owner a voucher for use on the Alvis Website.

Alvis Protect covers only the animals specified in the Order for which it was purchased. All benefits, support and procedures under Alvis Protect apply only to those animals. If, during the Care Service, it becomes apparent that care concerns more animals than specified in the Order, Alvis Protect does not cover the unlisted animals, regardless of the circumstances of the event.

Organisational and coordination support under Alvis Protect may be provided from activation until the Order ends. Emergency veterinary cost coverage applies only to events occurring during actual performance of the Care Service under an active Order.

Under Alvis Protect, Alvis provides organisational and coordination support in emergencies but does not assume responsibility for medical decisions or treatment, which remain with the Owner and veterinarian.

Alvis Protect does not guarantee a particular result or complete protection against all unforeseen events. The programme is auxiliary and organisational in nature.

Selecting Alvis Protect requires the Owner's express consent before placing the Order. Consent cannot be presumed, and the Alvis Protect option should not be preselected on the Order form.

Coverage of emergency veterinary costs up to PLN 1000

1. Under Alvis Protect, Alvis may cover emergency veterinary intervention costs up to a total of PLN 1000 gross per Order if an emergency occurs during an active Care Service.

2. An emergency is an unforeseen situation requiring urgent veterinary intervention because of a real risk of deterioration in the animal's health or a threat to its life, assessed according to the circumstances when it occurs.

3. In assessing whether an emergency occurred, Alvis takes into account in particular:

• the description supplied by the Caregiver or Owner

• the event's date and time and confirmation that it occurred during the Care Service

• veterinary clinic records, including the visit record, symptom description, recommendations or preliminary diagnosis

• a receipt or invoice documenting the costs incurred

• photographs, recordings or other evidence, if available

4. Examples of events that may be considered emergencies include:

• difficulty breathing, loss of consciousness, seizures

• severe and persistent vomiting or diarrhoea with signs of weakness

• suspected poisoning

• sudden injury with pain, bleeding or inability to move

• acute neurological symptoms

• a severe allergic reaction

5. The following, in particular, will not be considered emergencies:

• planned or follow-up procedures

• symptoms existing before the Care Service began

• chronic diseases, their recurrence or exacerbation, and continuation of treatment

• situations not requiring urgent veterinary intervention

6. Alvis Protect covers only reimbursement of emergency veterinary costs actually incurred. Reimbursement is unavailable to the extent those costs have been covered or reimbursed from another source, particularly pet insurance or other financial protection.

7. If the Owner holds pet insurance or other financial protection covering veterinary treatment costs, Alvis Protect is not an additional or alternative benefit to that insurance.

8. If emergency veterinary costs were partly covered from another source, Alvis Protect may cover only the portion actually borne by the Owner, subject to the limit in this chapter.

9. A claim under Alvis Protect is considered on the basis of documents confirming costs actually incurred by the Owner, particularly a fiscal receipt or invoice issued to the Owner.

10. Inability to confirm costs actually incurred, or documents indicating coverage by a third party, constitutes grounds for refusing reimbursement under Alvis Protect.

Response and reporting procedure

1. If a health issue arises during the Care Service, the Caregiver informs the Owner of observed symptoms and any need for veterinary consultation.

2. The decision to visit a veterinary clinic and the scope of assistance rest with the Owner. Alvis does not participate in medical decisions or approve them during the Care Service.

3. The Owner bears the cost of the veterinary visit. Alvis Protect does not require prior contact with Alvis or its consent to a veterinary visit.

4. If the Owner intends to seek reimbursement under Alvis Protect, the event must be reported by email to Alvis no later than 7 days after the Care Service ends. The report should include:

• a description of the event and its course

• the date of the veterinary visit

• a copy of the receipt or invoice

• basic veterinary clinic records

• a request to consider reimbursement under Alvis Protect

5. Alvis assesses the claim on the information and documents supplied, particularly whether the emergency criteria are met and costs fall within Alvis Protect's scope.

6. If formal requirements are incomplete or doubts arise, Alvis may ask the Owner for additional information or documents. With the Owner's consent, Alvis may contact the veterinary clinic solely to the extent necessary to assess the claim.

Replacement Caregiver when needed and priority coordination

1. Under Alvis Protect, Alvis takes steps to propose a replacement Caregiver if the originally selected Caregiver withdraws, does not confirm performance of the Care Service or is unable to perform it for other reasons.

2. Using this option requires the Owner to contact Alvis promptly by WhatsApp or email upon learning of the problem.

3. Alvis makes efforts to propose a replacement, but availability depends on current Caregiver availability, the animal's specific needs and organisational realities and may not be possible in every case.

4. If the Caregiver withdraws at least 24 hours before the Care Service starts, Alvis provides priority coordination of the search for a replacement. If no replacement can be proposed, Alvis may, at its discretion and considering the circumstances, grant the Owner a voucher for use on the Website or refund all or part of the Alvis Protect fee if inability to provide the benefits results from reasons attributable to Alvis.

5. If withdrawal occurs less than 24 hours before the Care Service starts, Alvis acts subject to availability, but finding a replacement may not be possible.

6. Priority coordination means priority handling over standard requests, not immediate action or a guaranteed response time.

7. No Alvis Protect fee refund or voucher is due if the need to change Caregiver arises from reasons attributable to the Owner, particularly inaccurate or incomplete information, failure to hand over the animal, lack of access to the care location or withholding material information about the animal's health or behaviour.

Limits of liability and cooperation rules

1. Alvis Protect covers only the scope described in this chapter. Beyond the specified limits and rules, Alvis is not obliged to take further action or cover additional costs.

2. Decisions under Alvis Protect depend on the circumstances of the individual case and do not restrict Users' rights under mandatory law.

3. Alvis Protect does not apply if:

• Alvis Protect was not purchased for the relevant Order

• the Owner withheld material information about the animal affecting safety or the manner of care

• the Owner failed to follow agreed care rules and this affected the event or its consequences

• the Website Terms and Conditions, safety rules or Order conditions were infringed

• the event occurred outside the active Care Service period

• costs cannot be confirmed or the documents supplied raise doubts about their reliability

4. Alvis is not liable for inability to undertake Alvis Protect activities due to circumstances beyond its control, particularly force majeure, sudden unforeseen events or unavailability of Caregivers or veterinary clinics.

5. If attempted abuse, false information or conduct contrary to Alvis Protect's purpose is identified, Alvis reserves the right to refuse benefits under Alvis Protect.

XIII. LOYALTY PROGRAMME

1. The Platform offers Owners a promotional Loyalty Programme under which they may earn Points for specified activities and use the benefits provided. The Loyalty Programme is intended for registered Users who are Owners using Caregivers' Care Services available through the Platform. Participation is voluntary and free.

2. Points are awarded only for Care Services properly completed by Caregivers. The Loyalty Programme is not a game of chance, lottery or betting within the meaning of the Gambling Act and is exclusively promotional. The Platform does not guarantee a particular number of Services or frequency of Orders by the Owner.

3. Points are credited automatically after a confirmed Care Service is completed and settled, according to the rule: one completed Care Service = one Point. Eligible Care Services include in particular walks, home visits, care at the Caregiver's home and care at the Client's home (counted as a day or 24-hour period). Introductory visits, trial walks and organisational tasks such as collecting or returning keys are excluded. If a Care Service is cancelled, unsettled or disputed, Points are not credited or may be withdrawn.

4. The number of Points accumulated determines the Owner's Level in the Loyalty Programme. Advancement occurs automatically when the required number is reached. Details of Point thresholds, Levels and Rewards are available in the Owner's panel under “Loyalty programme”. Rewards cannot be exchanged for money and are single-use unless expressly stated otherwise in the Reward description, particularly for ongoing discounts.

5. Rewards, including discounts and discount codes, may be used only when placing Care Service Orders through the Platform. Discounts cannot be combined with other promotions unless stated otherwise. The Owner is responsible for using Rewards correctly when ordering, particularly entering the correct Discount Code. Reward use is recorded in the system.

6. Loyalty Programme Points are assigned to the Owner's Account and do not expire. Once Points are exchanged for a Reward, it becomes active and is valid for 3 months from its award date unless its description states otherwise. Ongoing discounts remain active as long as the Owner has an active Platform Account. Information on awarded Rewards and their expiry dates is available in the User panel.

7. Participation in the Loyalty Programme is not a condition of using the Platform or ordering Care Services. The Owner is not obliged to use awarded Points or Rewards.

8. The Platform exercises due diligence to credit Points and award Rewards correctly. If irregularities are noticed, the Owner may report them to technical support. Where an obvious system error causes incorrect Points or Rewards to be awarded, the Platform may make a correction while respecting the User's statutory rights.

9. The Owner is responsible for maintaining Account access and confidentiality of login details. If access is lost, the Platform will take reasonable steps to restore it where possible. If the Account is permanently deleted, the Platform is not liable for the loss of accumulated Points or unused Rewards, which cannot be transferred to another Account.

10. The Owner must use the Loyalty Programme in accordance with these Terms and Conditions and the Platform's fair-use rules. If abuse is identified, particularly artificially generating Points or circumventing Programme rules, the Platform may cancel Points or Rewards or restrict Programme access after examining the circumstances.

11. Complaints about the Loyalty Programme may be submitted electronically. They are considered within 14 calendar days of receipt, with a response sent to the email address assigned to the User's Account. Complaints should include data identifying the User and a description of the problem.

XIV. INTELLECTUAL PROPERTY RIGHTS

1. Alvis holds intellectual property rights in the Platform and its elements, particularly software, structure, graphic layout, databases, editorial content and technical solutions. Use contrary to these Terms and Conditions or the law is prohibited and may result in User liability under applicable law.

2. By posting or sharing Content on the Platform, the User declares that:

• they hold the rights to use it to the extent necessary for publication on the Platform;

• posting and using it does not infringe third-party rights, including economic and moral copyright;

• if third parties make claims relating to the Content, the User undertakes to cooperate with Alvis to clarify the matter.

3. Upon posting Content on the Platform, the User grants Alvis a free, non-exclusive, territorially unlimited licence for the duration of the Agreement to use the Content only to the extent necessary to operate the Platform, perform Services, present Content to other Users and conduct informational and promotional activities relating to the Platform. The licence includes in particular:

• recording and reproducing Content in the Platform's IT systems;

• making Content publicly available within the Platform so Users may access it at a place and time of their choice;

• using Content in the Platform's informational and promotional materials;

• making necessary technical modifications arising from Platform operation without altering the Content's substance.

4. Trademarks, trade names, logos and other signs used on the Platform belong to Alvis or third parties and are legally protected. Use by Users without the rights holder's prior consent is prohibited.

5. The User may not attempt to decompile, reverse-engineer, interfere with source code or circumvent the Platform's technical safeguards, unless mandatory law provides otherwise.

6. Protection of Alvis's intellectual property rights covers Content made available on the Platform and promotional, visual and informational materials relating to the Website's activities.

7. The User is responsible for Content posted on the Platform and undertakes to ensure its compliance with these Terms and Conditions and applicable law.

8. Alvis is not liable for Content posted by Users but may moderate or remove it upon learning of an infringement of law, third-party rights or these Terms and Conditions.

9. Alvis may remove User Content infringing the law, intellectual property rights or these Terms and Conditions, particularly upon receiving reliable information about such an infringement.

10. In the event of a culpable infringement of Alvis's intellectual property rights by a User, Alvis may pursue claims under applicable law.

XV. COMPLAINTS AND REFUND PROCEDURE

Complaints about Platform operation

1. Users may submit complaints about Platform operation, particularly technical operation, Account access, system errors or incorrectly calculated platform fees, by email to: kontakt@alvis.pl.

2. A complaint should include data identifying the User and a description of the problem. Additional materials or evidence may be attached if available.

3. Alvis considers complaints about Platform operation within 14 calendar days of receipt and replies to the email address assigned to the User's Account.

4. If a complaint is found justified, Alvis takes appropriate action within its platform responsibility, particularly resolving technical irregularities, correcting erroneous data or refunding incorrectly charged fees.

Complaints about Care Services

5. The Owner may submit complaints about Care Service performance, particularly quality or compliance with the Care Agreement, by email to: kontakt@alvis.pl.

6. For efficient handling, complaints should preferably be submitted as soon as possible after the Care Service ends. Submitting a complaint later does not deprive the Owner of statutory rights.

7. A complaint should describe the problem and, where possible, include supporting materials such as photographs, reports, correspondence or other available evidence.

8. As Platform operator, Alvis may assist the Owner and Caregiver in clarifying the matter, particularly by collecting information, conveying the parties' positions or proposing a solution under Alvis Protect. Alvis is not a party to the Care Agreement and does not determine civil-law disputes between the Owner and Caregiver.

9. If the Owner and Caregiver cannot agree, each party retains the right to pursue claims through the procedures provided for by law.

10. Refunds may be made only in the cases and on the terms specified in these Terms and Conditions or where required by mandatory law.

11. The amount and form of a refund depend on the circumstances, extent of Care Service performance and available evidence, and may include a full or partial refund or a proposal for another solution.

12. In particular, no refund is due where non-performance or limited performance resulted from reasons beyond the Caregiver's control, including the Owner's acts or omissions, inaccurate or incomplete information, failure to hand over the animal at the agreed time, lack of access to the care location, changes to the Owner's plans, delays attributable to the Owner or subjective dissatisfaction, or where the Care Service was not performed or only partly performed through the Owner's fault.

XVI. FINAL PROVISIONS

1. These Terms and Conditions govern use of the Website and Alvis's platform services and form an integral part of the agreement between the User and Alvis concerning use of the Website.

2. Alvis may amend these Terms and Conditions for important reasons, particularly changes in law, the scope of Website functionalities or its operation. Users will be notified of planned amendments by email or Website notice at least 14 days before they take effect.

If the User does not accept the amendments, they may terminate the Website use agreement before the amendments take effect. Amendments do not prejudice Users' acquired rights.

3. Alvis reserves the right to terminate the Website use agreement with a User in the event of a serious or repeated infringement of these Terms and Conditions or the law.

4. Alvis reserves the right to discontinue the Website. In that case, Users will receive appropriate advance notice, and ongoing Orders and obligations under these Terms and Conditions will be handled in accordance with their provisions and applicable law.

5. If these Terms and Conditions conflict with mandatory law, that law applies.

6. All disputes arising from use of the Website or Alvis's platform services will be determined by the court competent under applicable law. For Users who are consumers, the court competent under general rules has jurisdiction.

7. Matters not regulated herein are governed by Polish law, particularly the Civil Code and the Act on the Provision of Electronic Services. If any provision is held invalid or ineffective, this does not affect the validity of the remaining provisions.

8. To the extent permitted by law, Alvis is not liable for inability to use the Website resulting from circumstances beyond its control, such as technical failures, force majeure, third-party actions or other unforeseen events.

9. Questions, comments or reports about these Terms and Conditions or Website operation may be sent to: kontakt@alvis.pl.

10. Users' personal data are processed in accordance with the Privacy Policy and applicable law.

11. These Terms and Conditions enter into force on publication on the Website and apply to all Users using the Website after that date.