Privacy Policy
Last updated 1 November 2026
Snoops is run by the Snoops team ("Snoops", "we", "us"), based in Kuala Lumpur, Malaysia. This policy explains what personal data the Snoops app collects, why, who can see it, how long we keep it, and your rights under Malaysia's Personal Data Protection Act 2010 (PDPA).
It applies to everyone who uses Snoops: pet owners who book ("Customers") and people who offer pet care ("Providers"). By using Snoops you agree to this policy. If you don't agree, please don't use the app.
Draft: this is a starting draft written from how the app works today. It is not legal advice. Have it reviewed by a lawyer before launch.
1. What we collect
We only collect what Snoops needs to run bookings safely.
| Data | What it includes | Who gives it |
|---|---|---|
| Account | Email address, sign-in codes, whether you use Customer or Provider mode | You |
| Identity verification | Full name, MyKad or passport number, photos of your ID (front, and back for MyKad), a selfie holding your ID | You, once, before booking or listing |
| Phone number | Your mobile number | You, during verification or in Profile |
| Bookings and pets | Pet names, types, breeds and number, dates and times, drop-off or pick-up choice, pick-up address if you choose pick-up | Customers |
| Listings | Place name, area of KL, description, photos, services, prices, opening hours, days off | Providers |
| Chat | Messages, photos and videos sent in a booking chat, including pet updates | Customers and Providers |
| Payments | Booking amounts, payment status, refunds. Card and bank login details are entered on Xendit's payment page, never in Snoops | Customers, via Xendit |
| Bank details for payouts | Bank name, account number, account holder name | Providers |
| Reviews | Star rating and comment, shown as "[pet name]'s owner" | Customers |
| Device | A push notification token, so we can send booking alerts to your phone | Your phone, after you allow alerts |
| Activity | Listings you viewed and saved (History, Favorites) | The app, while you use it |
We don't collect your location, contacts or anything from your phone beyond the photos and videos you choose to send. The app asks for camera and microphone access only when you take a photo or record a video.
2. Why we use it
- To run bookings: show listings, check availability, take payment, send confirmations and reminders, and let Customers and Providers chat.
- To keep pets and people safe: check that every user is who they say they are before they can book or list.
- To pay Providers and refund Customers: work out what each Provider is owed after Snoops' commission and send refunds when a booking is cancelled.
- To send pet updates and alerts: remind Providers when a photo or video is due, and tell Customers when one arrives.
- To help when something goes wrong: Snoops customer service can read a booking's chat and details to sort out a problem or a complaint.
- To meet legal duties: keep booking and payment records as Malaysian law requires.
We don't sell your data, and we don't use it for advertising.
3. Who can see it
Other Snoops users see only what a booking needs:
- Anyone, even without an account, can see listings and reviews. Reviews show "[pet name]'s owner", never your name.
- After a booking is paid, the Customer and the Provider can chat and see each other's messages, photos and videos for that booking. A Provider who collects pets sees the pick-up address.
- Users never see each other's phone numbers, ID details or bank details. Snoops does not offer calls between users.
The Snoops team (admins) can see:
- ID details and photos, to approve or reject verification.
- Phone numbers, to contact you about a booking.
- Booking chats, to help with problems and complaints. Admins can read but can't send messages.
- Providers' bank details, to send payouts.
Companies that help us run Snoops process data on our behalf, only for that purpose:
| Company | What it does for Snoops | Data it handles |
|---|---|---|
| Supabase | Hosts our database, file storage and sign-in | All data in the app |
| Xendit | Takes payments and sends refunds | Booking amounts, your email, payment details you enter on its page |
| Expo (650 Industries) | Delivers phone alerts | Push token, alert text |
| Google (Firebase) and Apple | Deliver alerts to Android phones and iPhones | Push token, alert text |
| WhatsApp (Meta) | Carries messages when you tap Contact customer service | The message you choose to send, with your booking reference |
We may also share data if the law requires it, for example with the police or a court, or to protect someone's safety.
4. Where your data is stored
Our database and files are hosted by Supabase in Singapore. Some of the companies above (Expo, Google, Apple, Meta) may process alert and message data in other countries, including the United States.
We use these companies because they protect data to recognised industry standards. By using Snoops you agree to your data being transferred outside Malaysia for these purposes, as the PDPA allows.
5. How long we keep it
| Data | How long |
|---|---|
| ID photos (front, back, selfie) | Deleted automatically 30 days after we approve or reject your verification |
| Name, ID number and verification decision | While your account is open, then as long as the law requires |
| Booking, payment, refund and payout records | 7 years, as Malaysian tax and accounting law requires |
| Chat messages, photos and videos | Kept with the booking record, so either side can look back at a booking or raise a problem |
| Phone number, bank details | Until you change them or delete your account |
| Reviews | While the listing exists; your name is never shown on them |
| Push token | Removed when you sign out or delete your account |
When you delete your account, we delete or anonymise your personal data, except what we must keep by law.
6. How we protect it
- Data travels over encrypted connections (HTTPS).
- Security rules in our database let each person see only their own data and the bookings they're part of.
- ID photos and chat media sit in private storage, opened only through links that expire after minutes.
- Card and online-banking details never reach Snoops; you enter them on Xendit's secure payment page.
- Only a small number of Snoops admins can see ID details, phone numbers and bank details.
- If your bank details change, we send you an alert, in case someone else got into your account.
No system is perfectly secure. If a data breach is likely to harm you, we will tell you and the authorities as the PDPA requires.
7. Your rights
Under the PDPA you can:
- See your data: ask for a copy of the personal data we hold about you.
- Correct it: fix your phone number and bank details in the app, or ask us to correct anything else.
- Take it with you: ask for your data in a format you can move to another service.
- Withdraw consent: stop us from using your data by deleting your account. Some features, such as booking and listing, can't work without it.
- Delete your account: delete your account in the app under Profile → Delete account, once you have no unfinished bookings, payouts or refunds. We then delete your personal data, except records the law requires us to keep. Chats and reviews stay with past bookings.
- Complain: contact us first. If you're not satisfied, you can complain to Malaysia's Personal Data Protection Commissioner.
To use any of these rights, email [email protected]. We'll reply within 21 days.
8. Children, changes and contact
Children: Snoops is for adults. You must be 18 or older to create an account, verify your identity, book or list.
Changes: if we change this policy, we'll update the date at the top and tell you in the app before the change takes effect.
Language: if we publish this policy in Bahasa Malaysia as well, and the two versions differ, the English version applies.
Contact: Snoops team, Kuala Lumpur, Malaysia · [email protected]