1. What BemTrato is
BemTrato is a brand and platform currently operated by Sylvain de Lange, a sole trader established in Portugal (NIF 313241848; address: Rua de São João 101, Lote 11, Areosa, 4900-215 Viana do Castelo, Portugal). In these terms, "BemTrato" means the platform and its operator. General contact: geral@bemtrato.pt.
BemTrato is a digital platform that lets pet owners find pet-service professionals and make requests or bookings, and lets professionals manage their profile, services, calendar and clients.
BemTrato acts as a technology intermediary. The pet service is provided by the professional, and the contract for that service is concluded between the pet owner and the professional. BemTrato is not automatically a party to that contract.
2. Account
- You must be at least 18 years old, or otherwise legally able to contract, to create an account.
- Account information must be accurate and kept up to date.
- You are responsible for keeping your credentials secure and for activity on your account.
- Each professional acts on their own behalf or for the business they represent, and confirms they are authorised to do so.
3. Pet profiles
Pet owners are responsible for the accuracy of their pets' information, in particular about health, behaviour and care, because the professional relies on it to care for the animal safely.
4. Professionals and services
The professional is responsible, reasonably and in proportion to their business, for:
- delivering the service with care and competence;
- the accuracy of their profile, services, prices and availability;
- complying with applicable legal requirements, including licences and insurance where required;
- the safety and wellbeing of animals in their care;
- their own invoicing and tax obligations.
5. Requests, bookings, changes and cancellations
Depending on the service, the pet owner sends a request that the professional confirms, or makes a direct booking where the professional allows it. A booking is confirmed only when the platform shows it as confirmed.
Prices and availability are set by the professional. Changes, cancellations and no-shows follow the conditions the professional states for the service and the status recorded on the platform. Both parties should give as much notice as possible.
6. Payment for services
Payment for a pet service is made directly between the pet owner and the professional, by whatever means they agree. BemTrato does not receive that payment and charges 0% commission on bookings.
7. BemTrato Pro subscriptions
Professionals can subscribe to BemTrato Pro. Current plans, in euros per month:
- Individual: Start €9, Pro €19, Premium €29.
- Business: Start €14, Pro €29, Premium €49.
- Billing cycle: monthly, renewing automatically until cancelled. The price shown is final and includes any applicable VAT; VAT is never added on top.
- Free period: at most 14 days, once per eligible Pro account. Founding Partner status does not grant additional free days or extend this period. There is no second free period.
- Plan changes: you can upgrade or downgrade; the payment provider settles the difference within the billing cycle.
- Cancellation: you can cancel at any time; Pro access continues until the end of the period already paid.
- Failed payment: access continues for 7 days while the payment is resolved; after that Pro features are suspended.
- Price changes: announced with reasonable notice and applied from the next cycle; you can cancel beforehand.
Payments are processed by Stripe. Your statutory rights as a consumer or business remain unaffected.
8. Reviews
Reviews are linked to bookings actually completed on the platform. Fake reviews, manipulation, threats, spam and offensive or illegal content are prohibited.
BemTrato may moderate, hide or remove reviews that break these rules, and professionals can report a review. Moderation follows transparent criteria and does not depend on any subscription.
9. Claimed and unclaimed profiles
An unclaimed profile is based on factual, public business information. It does not mean the professional is a partner, has been verified or endorses BemTrato, and it cannot be booked.
Claiming a profile is not verification and does not make the profile bookable automatically. The professional can request to claim, correct or remove it through the process available on the platform.
10. Prohibited use
- Providing false information or impersonating another person or business.
- Using the platform for illegal purposes, harassment or spam.
- Collecting other users' data by automated means.
- Attempting to bypass security or access other accounts' data.
11. Intellectual property
The BemTrato brand, design and software belong to its operator. Content you publish remains yours; you grant BemTrato a limited licence to display it on the platform while it remains published.
12. Availability, suspension and account closure
We aim to keep the platform available, but interruptions may occur for maintenance or external causes.
We may suspend or close an account for a serious breach of these terms, stating the reason where possible. You can close your account at any time in the Account area.
13. Animal health and safety
BemTrato does not provide veterinary advice and support does not replace a veterinarian. In an emergency involving an animal, contact a veterinarian or emergency services immediately.
14. Liability
BemTrato is responsible for the operation of the platform as provided by law. The professional is responsible for the service they provide. Nothing in these terms excludes liability that cannot lawfully be excluded, or consumers' statutory rights.
15. Support and complaints
You can contact support through the Help Centre or at suporte@bemtrato.pt. We handle complaints as quickly as possible.
Consumers can also use Portugal's electronic complaints book (Livro de Reclamações Eletrónico) and an alternative consumer dispute resolution body.
16. Governing law
These terms are governed by Portuguese law. If you are a consumer, you keep the protection of the mandatory rules of your country of residence and may bring proceedings before the competent courts as provided by law.