TiriVelo Inc. – Contact Support Policy
Effective Date: Updated February 2026
This Contact Support Policy supplements the TiriVelo Terms of Service and related policies.
For urgent safety matters, follow the instructions below under “Emergency Situations.”
1. Purpose of Support
TiriVelo Support exists to:
● Assist with booking-related questions
● Help resolve payment or payout concerns
● Address technical issues
● Investigate safety concerns or policy violations
● Review disputes between Pet Owners and Providers
Support is not a substitute for emergency services.
2. How to Contact Support
Users may contact Support through:
● The “Contact Support” page within the TiriVelo app
● The “Report an Issue” feature tied to a specific booking
● Email at: info@tirivelo.com
When submitting a request, users should include:
● Booking ID (if applicable)
● Date of service
● Description of the issue
● Relevant screenshots or documentation
Providing complete information helps us respond more efficiently.
3. Response Times
We aim to respond within:
● General inquiries: 24–48 hours
● Payment or refund inquiries: 24–72 hours
● Safety-related reports: As soon as possible
Response times may vary during high-volume periods.
Submitting multiple duplicate requests may delay processing.
4. Booking-Specific Support
For issues related to a specific service, users should use the in-app “Report an Issue” feature
tied to that booking.
This allows us to review:
● Care Reports
● In-app messages
● Service timestamps
● Location data (during active services only)
Support decisions are based on available documentation.
5. Disputes & Refund Requests
If a user believes a service was:
● Not completed properly
● Unsafe
● Misrepresented
● Fraudulent
They may file a dispute through the platform.
Support may:
● Temporarily hold payouts
● Request additional documentation
● Review Care Reports and communication history
● Make a determination regarding refunds or payout adjustments
All determinations are made at TiriVelo’s discretion in accordance with platform policies.
6. Emergency Situations
If a pet is:
● In immediate danger
● Lost or not returned
● Injured and requiring urgent care
Users should:
1. Contact local emergency services or veterinary services immediately.
2. Then notify TiriVelo through the app or email.
TiriVelo does not provide emergency response services.
7. Appropriate Use of Support
Users must not:
● Submit false or misleading reports
● Abuse or harass support staff
● Attempt to manipulate refund processes
● File retaliatory complaints
Misuse of support may result in account review or suspension.
8. What Support Cannot Do
TiriVelo Support cannot:
● Provide veterinary advice
● Provide legal advice
● Mediate disputes beyond platform policies
● Reverse completed payouts without documented cause
● Override platform safety rules
9. Account Review & Escalation
In certain situations, Support may escalate issues to:
● Safety Review
● Payment Investigation
● Account Compliance Review
During review:
● Accounts may be temporarily restricted
● Payouts may be held
● Additional documentation may be required
10. Documentation & Record Retention
Support interactions may be recorded and retained for:
● Safety and dispute resolution
● Fraud prevention
● Legal compliance
Users agree to this as part of using the platform.
11. Updates to This Policy
TiriVelo may update this Contact Support Policy at any time. Continued use of the platform
constitutes acceptance of the updated version.
12. Contact
For general support inquiries:
Email: info@tirivelo.com
In-App: “Contact Support” or “Report an Issue”