Terms of use

1. About these terms

These terms cover the LeadFetch website and directory at leadfetch.co.uk and the app at app.leadfetch.co.uk. The service provider’s identity, business address and contact details are on the Legal information page.

By using these services, you agree to the terms applicable to your use. You must be at least 18 or otherwise legally able to enter the relevant agreement and have authority to act for any business you represent.

A separately signed Client Services Agreement, Order Form or data-processing agreement takes priority for the service it covers if it conflicts with these terms. A grooming business’s own customer terms govern its pet services, appointment prices and cancellation policy.

2. What LeadFetch does

The LeadFetch app helps independent UK groomers manage their diary, booking requests, customer and pet records, visit notes, customer conversations and payments through connected services. Optional features depend on the business’s settings, permissions and the relevant provider being available.

The separate free directory helps pet owners find groomers and trainers and use their published contact or booking links. Directory access does not create or connect an app account.

LeadFetch is not the pet-service provider, a veterinary practice or an emergency service. It does not independently assess whether a business or pet is suitable or make pet-service decisions on the business’s behalf.

3. Directory and profile information

LeadFetch takes reasonable steps to source and check directory facts, but business details can change. You should confirm important information directly with the business before relying on it.

An unclaimed profile has not been confirmed or controlled by the business owner. Its presence is not a recommendation, endorsement, partnership or statement that the business currently accepts enquiries through LeadFetch. A claimed or owner-confirmed profile may display a clearer status, but the business remains responsible for its services and public information.

Businesses and authorised representatives can ask LeadFetch to claim, correct or remove a profile. Requests are subject to evidence and human review and do not automatically transfer control, publish changes or activate bookings.

4. Enquiries, appointments and pet-service payments

A request, suggested time, assistant response or payment step alone does not confirm an appointment. Confirmation follows the business’s booking rules, acceptance of the applicable terms and any required payment. Some requests need manual review; others may be confirmed under rules the groomer has chosen. Check the booking status or ask the business if unsure.

The business remains responsible for suitability, animal welfare, prices, available times, qualifications, insurance and delivering the pet service. Customers must supply accurate information, disclose relevant handling and care needs, and report changes directly to the business.

Where a groomer connects Stripe, customers can pay online, pay a deposit or provide a card for agreed later charges. Card details are collected by Stripe. Charges, refunds and disputes concern the groomer’s services and are subject to the terms presented to the customer and the payment provider’s requirements. LeadFetch does not hold the full card number or security code.

A business must explain and obtain any required agreement to its deposit, cancellation, rescheduling and saved-card terms before relying on them. A saved card does not guarantee collection, and further authentication may be needed. The app must not be used to make an unagreed or unlawful charge. Direct payment and cash arrangements remain the business’s responsibility.

5. Optional AI assistance

Where enabled and available, booking assistance helps a customer organise reported pet information and find groomer-approved answers. Customers can use the ordinary form instead and should review suggestions before submitting them. AI suggestions may be incomplete or mistaken.

The assistant cannot set prices, confirm a booking, make a payment, assess suitability or provide veterinary advice. The groomer must review relevant care and handling information and remains responsible for its booking rules and decisions.

Businesses are responsible for the accuracy of approved answers. Users should avoid unnecessary personal information. The Privacy notice explains the information sent to the provider and its retention limits.

6. Business accounts and subscriptions

You must be authorised to act for the business, provide accurate details, keep access secure and give staff only the permissions they need. Notify LeadFetch promptly of suspected misuse. You are responsible for customer information you enter or import, including its accuracy, lawful collection and privacy notices.

The advertised app plan is £19.99 per month with a 14-day free trial. Before you start a paid plan, LeadFetch must provide the applicable subscription terms, fee, any applicable tax, payment method, trial and first-charge dates, renewal arrangements and how to cancel. Creating an account or connecting Stripe for your customers does not by itself authorise a subscription charge.

30-day money back guarantee: You can request a refund under the money back guarantee within the first 30 days from the date you sign up for LeadFetch. The 30-day period starts on your sign-up date, not on the date your first Direct Debit payment is taken.

Cancellation requests can be made by contacting LeadFetch. The agreed subscription terms determine the effective date and any properly due charges. Existing signed agreements continue to govern their own fees and cancellation notice. If such an agreement uses GoCardless Direct Debit, cancelling its mandate alone does not cancel that agreement.

A directory profile is separate from the paid app. An eligible verified directory signup may publish a free profile; ownership claims and protected changes may need review. It does not authorise paid app access or customer-data imports.

Customer messages and connected services

Businesses must use customer messages lawfully and distinguish service communications from promotions. Access codes, confirmations, reminders and replies serve the requested appointment or account. Availability alerts and other promotional messages require the appropriate separate permission. Choosing a contact method is not marketing consent.

Businesses must keep permission evidence and respect withdrawals. WhatsApp booking updates and availability alerts have separate choices. Customers can change these through verified access, contact the business or reply STOP on WhatsApp. Do not import a contact list as proof of marketing permission.

Stripe and WhatsApp need the relevant business connection and provider approval. Messages and payments can be delayed, fail or need further action. A queued or accepted message is not proof of delivery, and a payment attempt is not proof of payment. Businesses should check status and arrange another contact or payment method where needed.

Business customer-data processing schedule

This schedule applies where a business uses the app to process its customer records, subject to any separately agreed data-processing terms. The business is the controller and LeadFetch is its processor. The Privacy notice separately explains LeadFetch’s own controller activities.

Scope, instructions and duration

Processing covers collecting, organising, storing, retrieving, communicating, exporting and deleting information to provide the contracted booking and business-management service for its duration, followed by agreed return, deletion and any required retention. People concerned include customers, prospective customers, household contacts and business staff. Information includes contact details, pet and care notes, enquiries, appointments, messages, permissions and payment references. Businesses should not supply unrelated human health or other sensitive information.

The business determines the purposes, lawful basis, required notices and retention instructions. Its authorised settings and actions, together with the service agreement, are documented instructions. LeadFetch processes the information only on those instructions, including for transfers, unless UK law requires otherwise. In that case it will inform the business before processing unless the law prohibits notice. LeadFetch will inform the business if it considers an instruction infringes applicable data-protection law.

Confidentiality and security

LeadFetch must ensure authorised people handling the information are bound by confidentiality and limit access to what is needed. It must maintain appropriate technical and organisational measures for the risk, including access controls, separation of business records, secure connections, private storage and recovery controls. The business must protect its devices, staff access and information downloaded outside the app.

Suppliers and international transfers

The business authorises the service suppliers described in the Privacy notice where needed to provide its selected features. Where a supplier acts as a sub-processor, LeadFetch must impose equivalent data-protection obligations and remains responsible for that sub-processor’s performance. A provider may separately act as controller for its own legal, financial or security purposes.

LeadFetch must notify the business of intended sub-processor additions or replacements before using them for its records, allowing a reasonable opportunity to object on data-protection grounds and resolve the concern. International transfers must be covered by a lawful UK transfer mechanism and any required assessment.

Rights, incidents and accountability

Taking account of the processing and information available, LeadFetch must assist the business with individuals’ rights requests, security obligations, personal-data breach reporting, data-protection impact assessments and any required consultation with the ICO. LeadFetch must notify the business without undue delay after becoming aware of a personal-data breach affecting its records.

LeadFetch must make available information necessary to demonstrate compliance with these processing obligations and allow and contribute to appropriate audits and inspections by the business or its appointed auditor, with safeguards for other businesses’ information and service security.

Return and deletion

At the end of the service, LeadFetch must, at the business’s choice, return or delete the personal information and delete existing copies unless UK law requires retention. Any retained information must remain protected and limited to that requirement. Recovery copies remain restricted and deletion controls must prevent erased information returning during restoration. The business should request its records and provide retention instructions when arranging closure.

7. Acceptable use

You must not:

• use LeadFetch unlawfully, fraudulently or to harm another person or animal;
• impersonate someone, misrepresent authority over a business, or submit a false, abusive or malicious enquiry;
• put card numbers or security codes into messages or notes, upload malware or share content you have no right to use;
• attempt to bypass authentication, privacy, security or rate-limit controls;
• scrape, harvest, copy or systematically extract directory or service data, except where the law expressly permits it; or
• use automated tools to create excessive traffic, interfere with the service or send unsolicited messages.

LeadFetch may restrict or suspend access where reasonably necessary to protect a person, business, animal, legal right or the service, or to investigate a breach of these terms.

8. Content, intellectual property and third-party links

The LeadFetch name, branding, software, website design and original content belong to LeadFetch or the relevant licensors. You may use the website only for its intended purpose. No other licence is granted.

You retain ownership of content you submit. You give LeadFetch a non-exclusive, worldwide, royalty-free licence to host, reproduce, adapt for formatting, transmit and display that content only as reasonably needed to provide and protect the service you requested. You confirm that you have the rights and permissions needed to submit it. This licence ends when the content is deleted, except for limited copies LeadFetch must lawfully keep or content already supplied to the chosen pet business.

Business names, logos, photographs and other business content belong to the relevant business or licensors. Links to third-party sites are provided for convenience; LeadFetch does not control their content, security, availability or terms.

9. Availability and changes

LeadFetch aims to keep the service available but does not promise uninterrupted or error-free access. Features may be changed, suspended or withdrawn for maintenance, security, legal, operational or commercial reasons. LeadFetch may update these terms and will identify the latest revision date. Material changes will be brought to users’ attention where appropriate.

10. Liability

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Nothing removes mandatory consumer rights.

Subject to that, LeadFetch is not responsible for an independent pet business’s acts, omissions or services; a business’s refusal of an enquiry; inaccurate information supplied by a user or business; or loss caused by treating an enquiry, proposed time, guide price or AI-generated wording as a confirmed booking or professional advice.

If you use LeadFetch for business purposes, any additional exclusions, caps and remedies in your signed agreement also apply. If you use it as a consumer, LeadFetch remains responsible for loss or damage that is a foreseeable result of LeadFetch breaking these terms or failing to use reasonable care and skill.

11. Privacy and cookies

The Privacy notice explains how personal information is used. The Cookie notice explains the cookies and similar technologies used and provides the available controls.

12. Law, disputes and contact

These terms are governed by the law of England and Wales. If you are a consumer, you keep any right to bring a claim in the part of the United Kingdom where you live. For business use, the courts of England and Wales have exclusive jurisdiction unless a signed agreement says otherwise.

For questions or complaints about these terms, contact LeadFetch.