Effective October 28, 2026
Cairnley is operated by Cairnley LLC, a Mississippi limited liability company ("Cairnley," "we," "us"). By signing up, texting, or otherwise using Cairnley, you agree to these Terms of Service, including the arbitration agreement in section 18. If you do not agree, please do not use the service.
Cairnley is a text-based concierge service that is a marketplace that connects pet owners with independent, vetted providers ("pros") for walks, drop-in visits, and overnight stays for dogs, cats, and other pets, and helps members find and book vet and grooming appointments. There is no app; after you sign up on our website, the service is accessed entirely by text message.
You must be at least 18 years old and located in an area Cairnley currently serves (today, parts of New York City, Washington, DC, and the Hattiesburg, Mississippi area) to book. Cairnley is in an early trial with a limited number of spots; when spots are full, or you are outside our area, you can join the waitlist and we will email you when a spot opens. One account covers one household.
When you text Cairnley, a concierge ("Kay") gathers a few details about your request and presents you with a small number of vetted, available pros to choose from. Once you select a pro and the pro accepts, your booking is scheduled and a secure Stripe payment link for that booking is sent to you by text. You can ask for a free meet & greet with your pro before the first visit; it is noted on your request, and a pro who accepts agrees to arrange it with you.
You agree to tell us, before booking and whenever it changes, about anything that affects your pet's safety or the safety of others: any history of biting, aggression toward people or animals, escape attempts, medical conditions, medications, and vaccination status. Your pet must be current on vaccinations required by law. A pro may decline or end a visit if a pet appears unsafe to handle. You are responsible for your pet's behavior, and you agree to cover claims and costs that result from a behavior or condition you did not disclose.
Joining Cairnley is free. On the Free plan, each booking carries a booking fee of 8% of the provider's price, shown to you before you book, and chat messages with Kay are capped each month (booking messages never count). Cairnley Records is an optional $9/month membership: Kay keeps your pet's records on file from what you send her, with unlimited messages with Kay and vet and grooming appointment booking; the 8% booking fee still applies to bookings. Cairnley Member is an optional $19/month membership with everything in Records, no booking fee, and a $10 credit each month toward walks or sits booked through Cairnley. The credit has no cash value, can't be transferred, and doesn't roll over: unused credit ends at the end of each calendar month. Each pet after the first adds $5/month to either membership. Memberships are billed monthly with no commitment, or a year in advance with one month free (an annual membership runs the full year and is non-refundable except where required by law). You may cancel a monthly membership at any time by texting Cairnley, and cancellation takes effect at the end of the current billing period. You may pause a membership once per calendar year for 30 days; while paused you are not billed and the Free plan applies. Membership fees are non-refundable except where required by law. Sales tax is not currently charged.
Cairnley may change its plans, prices and fees at any time. We will tell you by text or email before a change takes effect. A change never applies to a booking you've already confirmed or to a period you've already paid for, and if you're in an annual membership or any other agreed term, the change starts at your next renewal. Ask Kay about packages if you book often.
Each provider sets their own price for each service. Each provider's price as shown to you includes card payment processing, on every plan, so that the provider receives their full price; that part is paid to our payment processor, not kept by Cairnley or the provider. The only amount added to the price shown is the booking fee, if your plan has one, and the total you pay is confirmed before payment. Prices do not vary based on customer tenure, demand, or negotiation. Tips are optional and go 100% to the provider; Cairnley covers the card processing on tips.
All payments are processed securely through Stripe. Payment for a booking is made to the provider's own Stripe account, and Cairnley receives its fee from that payment. When a membership credit is applied, Cairnley pays the provider the credited amount. You may pay by card, Link, or bank account where offered. Cairnley does not store your full payment card or bank account number. By making a payment, you also agree to Stripe's terms of service. If a booking is refunded in whole or in part, Cairnley's fee is refunded in the same proportion.
We ask that you request changes or cancellations at least 24 hours before a scheduled service whenever possible. Late cancellations or no-shows may still be charged in part or in full, at Cairnley's discretion, to compensate the pro for reserved time.
If a visit is missed or something goes wrong, text Kay. A person from our team reviews every report, usually within an hour. Where a visit was missed or not done as booked, we may refund or re-book it at our discretion. Refunds are approved by our team and are returned to your original payment method through Stripe.
If your pet appears ill or injured during a visit and we cannot reach you right away, you authorize your pro and Cairnley to seek veterinary care for your pet, starting with your listed vet when practical. You are responsible for the cost of that care. If any person is in danger, call 911 first.
Access details you share (keys, lockbox or door codes) are shown to your pro only after they accept your booking, are used only for that booking, and are hidden from them once it's complete. They're stored encrypted (see section 9 of our Privacy Policy). Please make sure the access you give works, and tell us about alarms, other people, or other animals in the home.
Pros are independent and are personally responsible for their own conduct in your home. Cairnley is not responsible for what a pro does with your home or property: if something is broken, stolen, lost, or missing, report it to local authorities and to Kay. We will help, including sharing booking records with the police, and the pro's account is paused right away while we review it, but Cairnley does not cover the loss.
Pros matched through Cairnley are independent contractors, not employees of Cairnley. Cairnley interviews every pro and requires a background check before their first booking, but pros are responsible for the services they perform.
Pet care involves inherent risk, including risks from animals' unpredictable behavior. To the fullest extent permitted by law, Cairnley is not liable for any injury, illness, loss, damage, or death involving a pet, person, or property arising from services arranged through Cairnley, and is not liable for indirect, incidental, or consequential damages. Cairnley's total liability for any claim arising from use of the service is limited to the amount you paid for the specific service giving rise to the claim. Nothing in these terms limits liability that cannot be limited by law, such as for gross negligence or willful misconduct.
By texting Cairnley or opting in through our website, you consent to receive text messages related to your account, bookings, and service updates. Message and data rates may apply. Message frequency varies based on your use of the service. Reply STOP at any time to opt out, or HELP for assistance.
You agree not to use Cairnley for any unlawful purpose, to harass or abuse pros, to arrange bookings with a pro outside Cairnley, or to provide false information about yourself or your pet that could put a pro or animal at risk.
You can stop using Cairnley at any time and ask us to delete your account. Cairnley may suspend or terminate your access to the service at any time, including for violation of these terms or a safety concern.
Please text Kay first; most problems can be solved quickly. If we cannot resolve a dispute informally within 30 days, you and Cairnley agree to resolve it by binding individual arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, instead of in court, except that either of us may bring an individual claim in small claims court. Claims may be brought only on an individual basis, not as a plaintiff or class member in any class or representative proceeding. You may opt out of this arbitration agreement by telling us in writing (a text to Kay is fine) within 30 days of first accepting these terms.
These terms may change at any time, at Cairnley's discretion. We will update the effective date above, and tell you by text or email about material changes. Continued use of Cairnley after changes take effect constitutes acceptance of the revised terms.
These terms are governed by the laws of the State of Mississippi, without regard to conflict of law principles, except where the law of your state requires otherwise.
Questions about these terms can be sent by text to Kay, or as a reply to any email from Cairnley.