MIMO — Terms of Service

1. Introduction and Acceptance

Welcome to MIMO (“MIMO,” “we,” “our,” or “us”), a pet-care booking platform that connects pet owners with individuals who provide pet-care services.

MIMO is operated by [Full Registered Legal Business Name], located at [Registered Business Address], with contact email [Support Email].

These Terms of Service (“Terms”) govern your access to and use of the MIMO website, applications, booking services, messaging features and related offerings (collectively, the “Platform”).

By creating an account, requesting a booking, providing services or otherwise using the Platform, you agree to these Terms and acknowledge our Privacy Notice.

If you do not agree, you must not use the Platform.

Certain services may require additional disclosures, consents or agreements.

2. What MIMO Does

MIMO operates a platform through which customers can request pet-care services from participating caregivers (“Sitters”).

During the initial Mexico City launch, MIMO offers:

• 30-minute dog walking.
• 60-minute dog walking.
• 30-minute drop-in pet visits.
• Overnight pet care.

Available services, eligible pet species, locations and hours may vary.

MIMO facilitates bookings, communications, customer support, payment coordination and administrative review.

Unless expressly identified otherwise, pet-care services are performed by participating Sitters rather than MIMO employees. The legal relationship between MIMO and each Sitter is governed by applicable law and any separate Sitter agreement.

MIMO may review, approve, decline, reassign or cancel booking requests where reasonably necessary for availability, safety, compliance or operational reasons.

Submitting a booking request does not guarantee that a Sitter is available or that the service has been confirmed.

3. Eligibility and Accounts

You must be at least 18 years old and legally capable of entering into an agreement to use MIMO.

You agree to:

• Provide accurate and current account information.
• Maintain the security of your login credentials.
• Keep your contact and emergency information updated.
• Use the Platform only for lawful purposes.
• Notify MIMO promptly of suspected unauthorized account activity.

You are responsible for activity conducted through your account, except where caused by circumstances for which applicable law makes MIMO responsible.

MIMO may suspend or restrict accounts for serious violations of these Terms, fraud, abuse or safety risks, subject to applicable law.

4. Pet Owner Responsibilities

As a pet owner or authorized caregiver (“Customer”), you agree to provide accurate information about each pet before requesting services.

This includes, where relevant:

• Species, breed, size and age.
• Temperament and behavior.
• Aggression, bite history or escape risks.
• Medical conditions and allergies.
• Medication and feeding requirements.
• Vaccination information where required.
• Emergency contacts.
• Access instructions.
• Special care needs.

You must disclose any known condition or behavior that could materially affect the safety of your pet, the Sitter, other animals or third parties.

You must provide a safe environment and any reasonably necessary supplies, including appropriate food, medication, leash, harness and access instructions.

You represent that you own the pet or have authority to arrange its care.

MIMO may decline a booking where essential information is missing or the requested care cannot reasonably be provided safely.

5. Sitter Responsibilities

Sitters agree to:

• Provide accurate information about their experience and qualifications.
• Accept only services they can competently and safely perform.
• Follow the agreed care instructions.
• Treat pets humanely and responsibly.
• Maintain reasonable communication with Customers.
• Report incidents, injuries, escapes or emergencies promptly.
• Respect Customers’ homes, belongings and personal information.
• Comply with applicable animal-welfare and other legal requirements.

Sitters must not misrepresent professional qualifications, insurance coverage, identity checks or veterinary expertise.

MIMO may review Sitter applications and supporting information.

However, a Sitter is not represented as identity-verified, background-checked, licensed or insured unless MIMO expressly confirms that the particular verification or coverage has been completed.

Any additional obligations concerning Sitter compensation, taxes, insurance or service standards may be addressed in a separate Sitter agreement.

6. Booking Requests and Confirmation

Customers may request services through the Platform by selecting:

1. A service type.
2. The pet or pets receiving care.
3. A date and time.
4. The applicable service location.
5. Any required care instructions.

MIMO may review the request, confirm availability and assign an eligible Sitter.

A request becomes a confirmed booking only after the required approvals, customer acceptance and applicable payment conditions have been satisfied, and MIMO communicates confirmation.

Until then, a request may remain pending.

Customers should not rely on a requested service being provided until confirmation has been received.

Service dates, cancellation deadlines and booking times are calculated using the America/Mexico_City timezone for Mexico City services.

7. Prices and Service Fees

MIMO’s initial reference prices are:

These USD figures are reference prices for the initial service catalog, not an authorization to charge customers an undisclosed foreign-currency amount.

For bookings paid in Mexico, the Platform will display the applicable final amount in Mexican pesos (MXN), including applicable taxes and mandatory charges, before the Customer accepts the payment obligation.

If a conversion from USD reference pricing is required, MIMO will disclose the applicable MXN amount and conversion basis before acceptance.

Multiple pets and overnight stays may increase the total according to the number of eligible pets and nights booked.

Any special quote or price adjustment must be disclosed and accepted before it becomes binding.

MIMO does not currently intend to add a separate customer platform service fee.

MIMO’s standard commercial arrangement with Sitters is a 20% platform commission, with 80% allocated to the Sitter, subject to the applicable Sitter agreement and any clearly disclosed adjustments.

The Customer’s confirmed booking price will not be increased retroactively without a lawful basis and the Customer’s required consent.

8. Payments and Payment Verification

During the initial beta, MIMO does not collect payment. Online card payment will open only after MIMO’s payment processor has approved it, and MIMO will tell Customers before any payment is requested.

When card payment is available, the Customer pays on the payment processor’s secure page. MIMO never sees or stores full card numbers.

The booking page will show the amount, the charge currency and the payment deadline before the Customer pays. The Customer’s card issuer may apply its own currency conversion or fees.

Customers must pay only through the payment button shown on their MIMO booking page. MIMO never asks for bank transfers or card details by message, email or phone.

A booking is paid only when the payment processor confirms the payment to MIMO.

If a payment is not completed by the stated deadline, the booking may be released, subject to applicable law and the booking’s disclosed conditions.

Refunds approved under the cancellation policy are returned to the original card.

MIMO will not automatically charge a saved payment method unless the Customer has provided the required authorization and the feature has been activated.

Customers may request legally required payment receipts or tax invoices in accordance with applicable Mexican tax rules.

9. Cancellation Policy

MIMO seeks to provide clear cancellation conditions while respecting the time reserved by Sitters.

9.1 Free cancellation periods

Customers may cancel without a cancellation fee when they cancel:

• Dog walks and drop-in visits: at least 12 hours before the scheduled service start.
• Overnight care: at least 48 hours before the scheduled service start.

Where the Customer has already paid, the applicable amount will be refunded through the available refund process.

9.2 First late-cancellation waiver

MIMO proposes to provide each Customer account with one complimentary late-cancellation waiver across eligible services.

For the first eligible late cancellation, MIMO will waive the otherwise applicable late-cancellation fee.

If payment has already been made, the Customer will receive the applicable full refund.

The waiver is intended to be available once per Customer account, rather than once per pet or service type.

9.3 Subsequent late cancellations

After the complimentary waiver has been used, a Customer who cancels after the applicable free-cancellation deadline may be subject to a fee equal to 50% of the confirmed booking total, with the remaining 50% refunded if previously paid.

The applicable amount must be disclosed before booking confirmation and remain subject to applicable consumer protection law.

9.4 Unconfirmed bookings

A booking request that has not been confirmed may be withdrawn without a late-cancellation fee.

9.5 Cancellation by MIMO or a Sitter

If MIMO or the assigned Sitter cancels a confirmed booking and the agreed service is not provided, the Customer will be entitled to a full refund of the affected service, without consuming the complimentary late-cancellation waiver.

MIMO may offer a replacement Sitter, but the Customer is not required to accept a materially different service arrangement.

9.6 Emergencies and exceptional circumstances

MIMO may review documented emergencies, safety concerns and extraordinary circumstances individually.

Any exception must be handled consistently with applicable law and the Customer’s legal rights.

9.7 Refund timing

Approved refunds will be processed through an available lawful payment method within the timeframe communicated to the Customer and required by applicable law.

MIMO will not charge an undisclosed refund-processing fee.

Legal-review requirement: The proposed cancellation deadlines, one-time waiver and 50% fee must be approved for use under applicable Mexican law before they are enforced.

10. Customer No-Shows and Access Problems

A Customer no-show may occur when the assigned Sitter arrives at the agreed service location and cannot begin care because the Customer is unavailable, access is not provided or essential arrangements have not been made.

Before classifying a booking as a Customer no-show:

1. The Sitter must arrive at the agreed location at the scheduled time.
2. The Sitter must make reasonable efforts to contact the Customer.
3. The Sitter must allow a grace period of at least 15 minutes.
4. The Sitter must document the access problem and contact attempts.
5. MIMO must review the circumstances.

Following verification, MIMO may propose retaining up to 100% of the applicable single-session price for a Customer-caused no-show, where that charge was clearly disclosed and is legally enforceable.

For multi-night overnight bookings, no-show charges will not automatically apply to the entire stay. Any proposed charge beyond the first affected night requires separate review and a lawful contractual basis.

A no-show caused by a Sitter’s failure, MIMO’s error or circumstances outside the Customer’s responsibility will not be charged as a Customer no-show.

No-show charges will not consume the Customer’s complimentary late-cancellation waiver.

Legal-review requirement: These charges are proposed beta policies and will not be enforced until legally reviewed and approved.

11. Pet Safety and Emergencies

Pet safety is a central part of MIMO’s service expectations.

If a pet becomes ill, injured, lost or otherwise endangered during a service, the Sitter must take reasonable steps appropriate to the circumstances, which may include:

• Contacting the Customer.
• Contacting the designated emergency contact.
• Notifying MIMO.
• Seeking urgent veterinary assistance when reasonably necessary.

If immediate veterinary attention is reasonably necessary and the Customer cannot be reached in time, the Customer authorizes reasonable emergency assistance, subject to applicable law and the specific care instructions provided.

Responsibility for veterinary costs, reimbursement and any disputed expenses will be determined according to the circumstances, applicable agreements and law.

MIMO does not provide veterinary diagnosis or treatment through its ordinary pet-care services.

Customers should provide complete emergency instructions before the service begins.

12. Care Updates, Messages and Photographs

MIMO may provide booking-related messaging, photographs and service updates.

Sitters may share information about:

• Arrival and check-in.
• Walk commencement and completion.
• Feeding and water.
• Pet behavior and general well-being.
• Service completion.
• Relevant incidents.

Customers and Sitters agree not to use messaging features for harassment, threats, discrimination, unlawful content or unauthorized advertising.

Photographs and messages may contain personal information and must be handled in accordance with MIMO’s Privacy Notice.

MIMO may permit authorized support personnel to access relevant booking communications when reasonably necessary to investigate a complaint, safety incident, fraud concern or dispute, subject to appropriate access controls and applicable law.

MIMO does not guarantee that every booking will include continuous messaging or a specified number of photographs unless that requirement is expressly included in the confirmed service.

13. Reviews and Customer Feedback

Where enabled, Customers may submit reviews about completed services.

Reviews must reflect genuine experiences and must not contain:

• Knowingly false statements.
• Threats or harassment.
• Unlawfully disclosed personal information.
• Fraudulent or manipulated ratings.

MIMO may moderate content that violates these Terms or applicable law.

MIMO will not require Customers to waive statutory consumer rights as a condition of submitting feedback.

14. Prohibited Activities

Users must not:

• Use MIMO for unlawful purposes.
• Abuse, neglect or endanger animals.
• Harass, threaten or discriminate against others.
• Impersonate another person.
• Submit fraudulent bookings or payments.
• Misuse another person’s account.
• Attempt unauthorized access to Platform systems or private information.
• Upload malicious code.
• Misrepresent service completion.
• Use MIMO communications to facilitate fraud.

MIMO may investigate suspected violations and take proportionate action, including restricting Platform access, subject to applicable law.

15. Privacy and Personal Information

MIMO processes personal information to operate accounts, coordinate bookings, support Customers and Sitters, manage payments and maintain Platform security.

Information may include account details, contact information, addresses, booking history, communications, payment references and pet-care instructions.

Pet information may also reveal personal information about an owner and will be protected accordingly.

MIMO’s handling of personal data is described in its separate Privacy Notice, which must identify the responsible legal entity, processing purposes, applicable rights and relevant contact channels.

MIMO will not treat acceptance of these Terms as a substitute for any separate consent legally required for particular data processing activities.

16. Platform Availability and Changes

MIMO aims to provide a reliable service but may experience maintenance, interruptions or technical failures.

MIMO may update Platform features, service areas, operating hours or available service categories.

Changes affecting an existing confirmed booking will be handled in accordance with the applicable booking agreement and law.

Material changes to these Terms will be communicated as legally required.

Changes will not retroactively eliminate rights that Customers have already acquired.

17. Responsibility and Liability

MIMO is responsible for its own acts and omissions to the extent required by applicable law.

Sitters are responsible for performing their agreed services with appropriate care and in compliance with their contractual and legal obligations.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law, including mandatory consumer protections.

MIMO does not guarantee that every pet-care service is free from all risk, but this statement does not remove any legal responsibility for negligence, misconduct or failure to perform obligations.

Any liability allocation between MIMO and Sitters will be governed by applicable law and their separate agreements.

18. Complaints, Disputes and Refund Requests

Customers may contact MIMO regarding:

• Booking errors.
• Payment disputes.
• Cancellation fees.
• Service quality.
• Sitter conduct.
• Pet safety incidents.
• Refund requests.

Contact: [Support Email]

MIMO may request relevant booking records, communications, photographs or other evidence reasonably necessary to investigate.

MIMO will review complaints fairly and communicate the outcome and available next steps.

Nothing in these Terms prevents Customers from seeking assistance from Mexico’s consumer protection authorities, including PROFECO where applicable, or exercising any other rights provided by law.

19. Intellectual Property

The MIMO name, branding, Platform design, software and original content are owned by MIMO or its applicable licensors, except where otherwise stated.

Users receive a limited, non-exclusive, revocable permission to access the Platform for its intended purposes, subject to applicable law.

Users retain ownership of photographs and other content they lawfully upload.

By uploading content, users grant MIMO a limited license to store, process and display it as reasonably necessary to provide the requested services, operate the Platform and comply with legal obligations.

MIMO will not treat this license as unrestricted permission to use private pet photographs or Customer content for advertising.

20. Account Suspension and Termination

Users may request account closure by contacting MIMO or using an available account-management feature.

MIMO may restrict or terminate access for serious or repeated violations of these Terms, fraud, safety concerns or other lawful reasons.

Account closure does not automatically cancel outstanding payment obligations or confirmed bookings.

Personal data will be retained or deleted according to the Privacy Notice and applicable legal requirements.

Users retain any rights to refunds, complaints or legal remedies provided by law.

21. Applicable Law

These Terms are intended to be governed by the applicable laws of Mexico.

Any dispute-resolution or jurisdiction provision will be interpreted consistently with mandatory consumer protection laws and other applicable rights.

Nothing in these Terms restricts a Customer’s right to seek remedies before a competent authority where such rights cannot lawfully be waived.

22. Contact Information

23. Acknowledgment

By creating an account and using MIMO, you acknowledge that you have had an opportunity to review these Terms and the Privacy Notice.

Where required, MIMO will separately obtain your affirmative acceptance of the applicable booking price, cancellation conditions, payment obligation and other material service terms.