Terms of Use

Lady & Hooch is run worldwide by LSR Solutions, Inc., of 2261 Market Street STE 71857, San Francisco, CA 94114, United States. You can contact us at contact@lsrsolutions.one.

In these terms, “we”, “us” and “our” mean LSR Solutions, Inc., and “you” means the person using Lady & Hooch. These terms cover the Lady & Hooch app, website and business dashboard (together, “Lady & Hooch”). Our Privacy Policy explains how we handle your personal data and our Returns Policy covers shop orders. By creating an account you agree to these terms.

• You must be 13 or over to create an account. We don’t ask your age when you sign up. If you’re under 18, check with a parent or guardian that they’re happy for you to use Lady & Hooch, and ask them before you buy anything, book a service, reserve a puppy or subscribe to Plus.
• Give accurate information and keep it up to date. Use your own name or the name you’re known by, and don’t pretend to be anyone else.
• Keep your sign-in details safe. You’re responsible for what happens on your account, so tell us straight away at contact@lsrsolutions.one if you think someone else has used it.
• An account is for one person. A business account may be used by the business’s staff, but the account holder is responsible for what they do.

• Lady & Hooch is for everyone aged 13 and over. We don’t check ages when you sign up, so treat everyone you meet here as someone who could be under 18.
• Some features have higher age limits and need a one-off ID check: offering services (18 or over), listing a dog, as a verified breeder or for rehoming (18 or over), enquiring about or reserving a dog (16 or over), planning walks (16 or over) and sending your location in a message (16 or over). See ID checks below.
• For everyone: we don’t track where you are, we never show an exact location unless you choose to share one (in a walk you plan, a message you send or an incident you report), and you can report or block anyone.
• Never ask anyone for sexual messages or images, for personal details, or to meet somewhere private, and never try to move someone under 18 to another app.
• If you’re under 18, a parent or guardian should book any service that takes place at your home and be there for it.
• If you’re worried about a child, use Report › Child safety in the app or email contact@lsrsolutions.one. If a child is in immediate danger, call 999.
• If we learn that someone under 13 has an account, we’ll close it.

• Before you can offer services, list a dog, enquire about or reserve a dog, plan a walk or send your location in a message, you need to pass a one-off ID check. In the app, go to Profile › ID check and send a photo of your passport, photocard driving licence (full or provisional), national identity card or PASS proof-of-age card, with your date of birth.
• A member of our team checks that the document looks genuine and is in date, and reads your date of birth from it. You need to be 18 or over to offer services or list a dog, and 16 or over to enquire about or reserve a dog, plan a walk or send your location in a message. We review checks within 24 hours. If you’re under 18, these features open automatically on your 16th or 18th birthday.
• Use only your own, genuine document. Sending someone else’s document, or one that has been changed, will get your account closed, and we may tell the police.
• A passed ID check means we’ve seen a genuine-looking document showing your age. We don’t check that the document belongs to the person who sent it. It isn’t a background check, and it doesn’t mean we vouch for a member, their dogs or their services.
• If we don’t approve your check, we’ll tell you why and you can try again straight away. If you think we got it wrong, email contact@lsrsolutions.one and we’ll look at it again. We may ask you to check again, or withdraw a check, if we have reason to think it’s wrong. Our Privacy Policy explains what we keep.

Lady & Hooch is for friendly, safe meet-ups between dogs and their people. There is no tolerance for objectionable content or abusive users. You must not post, send or do anything that:

• harasses, bullies, threatens, intimidates or stalks anyone;
• is hateful or discriminatory, including because of race, ethnicity, nationality, religion, disability, sex, gender identity, sexual orientation or age;
• is sexually explicit, violent, graphic or otherwise offensive;
• promotes suicide, self-harm or eating disorders, or dangerous stunts or challenges;
• offers or promotes drugs, weapons or other illegal goods;
• asks anyone for sexual messages or images, or tries to meet someone under 18 in private;
• shows, encourages or promotes cruelty, neglect or harm to any animal, including dog fighting;
• offers animals for sale or rehoming in breach of the law or these terms (see Puppies from verified breeders and Rehoming);
• is spam, a scam, misleading, or advertising we haven’t agreed to;
• shares anyone else’s personal information, photos or whereabouts without their permission;
• infringes anyone’s copyright, trade marks or other rights; or
• breaks the law or encourages anyone else to.

You also must not misuse Lady & Hooch: no scraping, bots or fake accounts, no trying to get round our security or reach other people’s data, and nothing that disrupts the service for others.

Illegal content isn’t allowed. We deal with three kinds separately:

• Terrorism content: we remove it as soon as we know about it, close the account and may report it to the police.
• Child sexual exploitation and abuse content: we remove it from view as soon as we know about it, close the account, report it to the National Crime Agency as the law requires, and keep the evidence the law requires.
• Other illegal content, such as threats, harassment and stalking, hate, fraud and scams, animal cruelty, intimate images shared without consent, unwanted sexual images, and selling drugs or weapons: we remove it as soon as we know about it and may suspend or close the account.

Content that’s harmful to children isn’t allowed either, and we remove it and may suspend the account: pornography; content that encourages suicide, self-harm or eating disorders; abuse, hate and bullying; violent content, including violence towards animals; content that encourages taking harmful substances; and dangerous stunts or challenges.

How we find it: reports from members and others, which our team aims to review within 24 hours, child safety and threats first; and an automatic word filter. Our servers check messages, walks, reviews, replies to reviews and business profiles, hide anything that matches (a reply is removed) and send it to our team, and turn away an incident that matches. The app also checks dog profiles, events, member profiles and booking notes before you post them. The filter only looks for listed words, so it misses things, which is why reports matter.

Complaints: use Report in the app, or email contact@lsrsolutions.one if you don’t have an account. You can also complain to us about how we handled a report, about action we took against your content or account, or about an ID check decision. See Moderation for appeals.

• You can report dogs, events, walks, messages, businesses, reviews, incidents and people from the app, and block other members from their dog’s profile, a chat, a business profile, a walk or an event request. Someone you block can’t message you and their content disappears from your view, though they can still see walks you plan. Blocking someone also sends us a report. Without an account, you can report by email: see Report without an account.
• We review reports and aim to act on them within 24 hours, child safety and threats first. We may remove content, hide profiles, cancel events, and suspend or permanently ban anyone who breaks these terms, without warning where that’s needed to keep people or animals safe.
• Text is also checked automatically for words and phrases that break our rules: see How we deal with illegal and harmful content.
• If we believe someone is at risk of harm, or that a crime has been committed, we may share information with the police or other authorities.
• If you think we’ve made the wrong call, including on an ID check, email contact@lsrsolutions.one and we’ll look at it again.

• You own the photos, text and other content you post (“your content”). You’re responsible for it, and you confirm you have the right to post it.
• You give us a non-exclusive, worldwide, royalty-free licence to host, store, copy, resize, display and share your content so we can run and improve Lady & Hooch and show your content to the people you share it with. We’ll ask before featuring your content in our marketing.
• The licence ends when you delete the content or your account, except for copies other people already have (for example messages you sent them), content we must keep for legal reasons or to deal with a report, and copies that take a short time to clear from our systems.
• Your name, photo and bio, the dog profiles you leave visible (with an approximate location), events you host, walks you plan, reviews you post, incidents you report (without your name) and business profiles can be seen by other users. Dog profiles, events, business profiles, reviews and incidents can also be seen by people browsing without an account (see Reviews and Reporting incidents).

• Events must be held in public places, such as parks or cafés, and walks must start and finish in them. Never use a home address for an event or a walk. If you don’t know the host, or the person whose walk you’re joining, bring a friend. If you’re under 18, tell a parent or carer where you’re going and who you’re meeting.
• Walks you plan can be seen by every signed-in member, including people you’ve blocked, until an hour after they end, so choose a public start point, like a park entrance. Only plan walks you’re really going on.
• Sending your location in a message sends one place, once, to the people in that chat, and it stays in the chat. Only send it to people you’re happy to share it with.
• You’re responsible for your dog and for your own safety. Meet in public places, keep your dog under control, and follow the law and local rules, including the Dangerous Dogs Act 1991 and any lead or exclusion orders.
• Describe your dog honestly, including any reactivity or health issues that matter to other dogs and people. Don’t bring a dog that is unwell, in season or not up to date with vaccinations to a meet-up.
• Events and walks are organised by users, not by us. Hosts decide who can come and must describe their event honestly. We don’t check hosts, guests, dogs, venues or routes, so use your judgement.

• Any member who has accepted these terms can report an incident on the map, such as poison or bait on a path, a dog attack, an aggressive dog, toxic algae or broken glass, with a title, what happened, a pin and up to 4 photos. You can report up to 5 in 24 hours.
• Only report things you saw yourself, and describe them honestly. Don’t name or identify anyone, and don’t post photos of people’s faces or number plates. Put the pin where it happened, never on your home or anyone else’s.
• Everyone can see an incident on the map, including people without an account, for 30 days. Then it’s deleted with its photos. Your name isn’t shown with it, though our team can see who reported it. You can delete an incident you reported at any time, but you can’t change it.
• Incidents aren’t for emergencies or crimes: in an emergency call 999, and to report a crime call 101.
• We don’t check incidents before they appear, so use your judgement. We may hide or delete any incident, and you can flag one that’s wrong or breaks these rules from the app.

Only verified breeders can list puppies for sale on Lady & Hooch: a business account whose breeder profile, with its licence, our team has reviewed, run by someone aged 18 or over who has passed our ID check. Personal accounts can’t sell puppies; they can list a dog for rehoming instead.

For breeders

• You sell the puppy and you’re responsible for it. Follow the breeding, licensing and selling rules where you breed (England, Wales, Scotland or Northern Ireland). In England that includes “Lucy’s Law”: puppies must be sold by their breeder, from where they were born, and seen with their mother. Puppies must be at least 8 weeks old, and microchipped and registered before they go to their new home.
• Your licence number and licensing council are shown on your business page and your listings. We review the details you give us before we verify you, but we don’t check council registers automatically, and verification isn’t a guarantee of you or your puppies. Changing your licence pauses your listings until we’ve reviewed it again.
• Answer each reservation within 3 days, or it’s refunded. Hand the puppy over in person, where it was bred, with its mother there, on or after the collection date, then mark it as handed over. If you don’t within 14 days of the collection date, the buyer is refunded.
• Don’t sell to anyone you have reason to think is under 16, even if they’ve passed our check: it’s against the law to sell a pet to anyone under 16. In Scotland, if a buyer might be under 16, look at their passport or photocard driving licence yourself before you sell. If a buyer is under 18, you may ask to involve a parent or guardian.
• Puppy sales are paid out through Stripe Connect, as bookings are. We keep a 15% fee from the price and pay you the rest after the handover (see below). We may hold a payout while we look into a problem the buyer reports, a dispute or a refund of the payment, or your account; we’ll be in touch if we do.

For buyers

• To enquire about or reserve a puppy you must be 16 or over and have passed our ID check. When you enquire or reserve, we tell the breeder you’ve passed it.
• You pay the full price when you reserve. Payments are processed by Stripe on the breeder’s behalf. Lady & Hooch holds your payment, and the breeder isn’t paid until after the handover. You choose a collection day in the next 8 weeks, from when the puppy is 8 weeks old, and agree the time with the breeder by message.
• The breeder has 3 days to accept. If they decline, or don’t answer in time, you get a full refund.
• Cancelling: you can cancel for a full refund at any time before the puppy is handed over. If you cancel 3 paid reservations within 30 days, you’ll need to wait before you can reserve again. The breeder can cancel before the handover too, telling you why, and you get a full refund.
• Collect the puppy where it was bred and see it with its mother before you take it home. After the breeder marks the handover, confirm in the app that you’ve collected the puppy, or tap There’s a problem. If you do neither, the sale completes 48 hours after the handover and we pay the breeder.
• If you report a problem within those 48 hours, we hold the payment, contact you both, usually within 2 working days, and decide whether to refund you or complete the sale. Once a sale is complete you can’t cancel it in the app; if something is wrong, email contact@lsrsolutions.one.
• Refunds go back to the card you paid with and usually show within 5 to 10 working days.

Your contract for the puppy is with the breeder; we take and hold the payment and keep our 15% fee from what the breeder receives, so you pay the listed price and nothing more. Nothing in these rules takes away your legal rights as a consumer, including your rights against the breeder.

• If you have a personal account, are 18 or over and have passed our ID check, you can list your own dog for rehoming. You can list up to 2 dogs at a time, and each needs a photo and a date of birth. Business accounts can’t list dogs for rehoming.
• You can ask a rehoming fee of up to £200, or no fee. Any fee is paid between you directly, outside Lady & Hooch: we don’t take or hold it, and we aren’t part of the agreement.
• Members aged 16 or over who’ve passed an ID check can enquire by message. Meet the dog before you pay anything, and never pay someone you haven’t met.
• Rehoming is for finding your own dog a new home, not for selling puppies you’ve bred or bought to sell on: that can need a licence, and breeders list through a verified business account instead. Describe the dog honestly, including its health and behaviour.

• Everyone can host 2 events or walks a month for free: the two are counted together, and the count resets on the 1st of each month (at midnight UTC, 1 am in British Summer Time). Plus is an optional subscription that makes them unlimited. What it includes may change over time.
• You buy Plus in the iPhone app through Apple. Apple bills your Apple ID and Apple’s terms apply to the purchase. You’ll see the price and billing period before you confirm.
• The iPhone app is licensed to you under Apple’s Standard Licensed Application End User License Agreement, alongside these terms.
• Plus renews automatically at the end of each period unless you turn off auto-renew at least 24 hours before the period ends. Manage or cancel it in your Apple ID settings (Settings › your name › Subscriptions). Deleting the app or your account doesn’t cancel it.
• Refunds for Plus are handled by Apple under its own policies. You can ask Apple for one at reportaproblem.apple.com.
• Planning walks is for members aged 16 or over who have passed an ID check, with or without Plus. Sending your location in a message needs the same ID check.
• When Plus ends, you go back to 2 free events or walks a month. Events and walks you’ve already created stay up, and you can still change or cancel them.

Groomers, trainers, behaviourists, walkers, sitters, daycare, vets, physios, photographers and other businesses on Lady & Hooch are independent. Each business is responsible for its services, and your agreement for a service is with that business. We arrange the booking and take the payment.

• Businesses that take bookings in the app show their open times, set from their opening hours, in UK time. You choose one. For other services, and businesses that don’t take bookings in the app, message the business to arrange it.
• You pay in advance. You pay the full price when you request a booking. Payments are processed by Stripe.
• The business accepts or declines your request. If it declines, or doesn’t answer before the booking is due to start, the request is cancelled and you get a full refund.
• We remind you and the business the day before a confirmed booking.
• Cancelling: you can cancel a request that hasn’t been accepted yet at any time, and a confirmed booking up to 24 hours before it starts, for a full refund. Less than 24 hours before the start, a confirmed booking can’t be cancelled in the app; contact the business if something comes up.
• The business can cancel at any time before the booking is completed, and you’ll get a full refund.
• After the appointment the business marks the booking complete (or it’s completed automatically 48 hours after it ends) and we pay the business. If something went wrong, tell us at contact@lsrsolutions.one as soon as you can, ideally before the booking is completed. Once it’s complete you can review it (see Reviews).
• Refunds go back to the card you paid with and usually show within 5 to 10 working days.

A “Verified” badge on a business means our team has checked its profile, as described under Business accounts. It isn’t a professional qualification or registration, so check those with the business, for example a vet’s RCVS registration. Nothing in these rules takes away your legal rights as a consumer.

Reviews help dog owners choose a business, so they have to be genuine. We follow the rules on fake and incentivised reviews in the Digital Markets, Competition and Consumers Act 2024.

Who can review

• Only the client of a booking made, paid for and completed through Lady & Hooch can review it, once, within 60 days of it being completed. Nobody else can review a business, and example listings can’t be reviewed.
• Write about your own experience of that booking, honestly. Don’t review a business you own, work for or compete with, and don’t post a review for someone else.
• Businesses must not offer or give anything, such as a discount, a refund, a gift or a free service, in return for a review or for a good one, and must not pressure clients to review, change or delete one. Reviews like that break these terms and we hide them.

What’s shown

• Your review shows your first name, your rating, what you wrote, the service and the month, on the business’s page, to everyone. Signed-in members can also see which member wrote it (see our Privacy Policy).
• The business can reply once. Its reply is public and can’t be changed. A business’s rating is the average of its visible reviews, and reviews are listed newest first.
• We don’t pay for, write or edit reviews, and businesses can’t pay us to remove, hide or reorder them. We don’t hide a review because it’s negative.

How we moderate

• Our word filter checks every review and reply. A review that matches is hidden and a reply that matches is removed, and both go to our team.
• Anyone signed in can report a review from its menu. We aim to review reports within 24 hours.
• We hide reviews and remove replies that break these terms: fake or incentivised reviews, abuse, threats, hate, personal information, offensive or illegal content, and anything not about the booking. A hidden review doesn’t count towards the rating; only its author, the business and our team can see it.
• If you think we got a decision about a review wrong, email contact@lsrsolutions.one and we’ll look at it again.

Changing your mind

• You can’t edit a review, but you can delete it while it’s shown and post again within the 60 days.
• A review we’ve hidden stays hidden and can’t be deleted by its author. Email us if you’d like it removed.
• Deleting your account deletes the reviews you wrote, and deleting a business account deletes the reviews of that business.

• To offer services you must be 18 or over and pass our ID check before you set up a business account or Stripe payouts. The person who passed the check is responsible for the account, including anyone else who uses it.
• If you offer services on Lady & Hooch, you must describe your business, services, prices and photos accurately; hold any licences, insurance, registrations and qualifications your work needs (for example, in England, a council licence for boarding dogs in your home or for dog day care); and follow the law, including animal welfare law.
• Keep your opening hours, days off and services up to date, answer booking requests promptly, honour the bookings you accept, and only mark a booking complete once you’ve provided the service.
• Payouts are made through Stripe Connect, so you must accept Stripe’s Connected Account Agreement and pass Stripe’s checks. We keep a 15% commission on each completed booking and puppy sale and transfer the rest to your Stripe account. You’re responsible for your own tax.
• A “verified” badge means our team has reviewed your business profile (for a breeder, with the licence details you gave us). It’s separate from the ID check. It isn’t a professional qualification or registration, or a guarantee of your services, and we may remove it, or hide your business, if you break these terms. Breeders: see Puppies from verified breeders.
• Clients can review a completed booking, and you can reply once to each review. Follow our review rules: never offer anything for a review, or review your own business or a competitor.
• Use clients’ details only to provide the services they booked.

• Shop prices are in pounds and include VAT. We deliver to UK addresses only. Delivery costs £3.99 and is free on orders of £40 or more.
• Stripe takes payment when you place your order, and our contract with you starts when we confirm it. If we can’t supply something you ordered, we’ll tell you and refund you in full.
• You can cancel within 14 days of delivery, and faulty items are covered by your legal rights. Our Returns Policy explains how.

• We work hard to keep Lady & Hooch running and safe, but we can’t promise it will always be available or free of errors.
• We’re not responsible for what other users or businesses say or do, for how dogs behave, or for meet-ups, events, services, puppies or rehomed dogs arranged through Lady & Hooch, except where the law makes us responsible.
• We’re responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or not using reasonable care and skill. We aren’t responsible for loss that wasn’t foreseeable. If you use a business account, we aren’t responsible for loss of profit, revenue or business opportunity.
• Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to limit, and nothing affects your legal rights.

• You can delete your account at any time in the app, under Profile › Delete account. We’ll ask you to sign in again first. While a paid booking, order or puppy reservation is still in progress you can’t delete your account; once it’s finished, you can.
• Deleting your account removes your profile, dogs, photos, walks, the incidents you reported, ID check and the reviews you wrote (and, for a business, its page and the reviews of it), cancels events you’re hosting, and removes you from chats along with the locations you sent in them. Our Privacy Policy explains what we keep and why.
• We may suspend or close your account if you break these terms, if you’re under 13, if the law requires it, or to protect other people or animals.

• We may update these terms. If a change is significant, we’ll tell you in the app or by email before it applies. If you don’t agree, you can delete your account.
• These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in your local courts.

Questions about these terms? Email contact@lsrsolutions.one or write to LSR Solutions, Inc., 2261 Market Street STE 71857, San Francisco, CA 94114, United States.