Terms of Service
Last updated 1 November 2026
These terms are an agreement between you and the Snoops team ("Snoops", "we", "us"), Kuala Lumpur, Malaysia. They apply whenever you use the Snoops app, as a pet owner who books ("Customer") or as someone who offers pet care ("Provider"). By creating an account or using Snoops, you agree to these terms and to our Privacy Policy.
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 Snoops is
Snoops is a marketplace that connects pet owners with people who offer day care, boarding, dog walking and feeding in Kuala Lumpur. Snoops provides the app, takes payments and helps when something goes wrong.
Snoops does not look after pets itself. Each Provider is independent, not our employee or agent, and is responsible for the care they give. We check every user's identity, but we don't inspect Providers' homes or guarantee the quality of their care.
2. Your account
- You must be 18 or older to use Snoops.
- One account can be both a Customer and a Provider. Keep access to your email secure, because you're responsible for all activity in your account.
- Anyone can browse listings. To book or list, you must verify your identity with your MyKad or passport and a selfie. We may approve or reject a verification at our discretion.
- The details you give us must be true and your own. If you use someone else's ID or a fake one, we will close your account.
3. Bookings and payments
- Price: the total shown at Checkout is what you pay: the listed price per pet × the quantity (hours, days, nights or visits) × the number of pets, plus the pick-up fee if you choose pick-up, minus any promo code, plus SST if it applies.
- Payment: you pay through Xendit's secure page (FPX online banking, Touch 'n Go eWallet or card). A booking is confirmed only once Xendit tells us the payment went through.
- Unpaid bookings: a place is held for a short time while you pay. If you don't finish paying, the booking isn't made and no money is taken.
- Promo codes: these are funded by Snoops and have their own limits. A promo code can't take a total below RM 1. We may end a promo code at any time.
- Handover: once a booking is paid, you and the Provider arrange the drop-off or pick-up details through the in-app chat.
4. Cancellations and refunds
| Who cancels | When | Refund to the Customer | Provider is paid? |
|---|---|---|---|
| Customer | 24 hours or more before the drop-off or pick-up time | 100% | No |
| Customer | Less than 24 hours before | None | Yes |
| Provider | Any time before the pets arrive | 100% | No |
- A booking can be cancelled in the app only before the pets are dropped off or picked up. After that, contact Snoops customer service.
- Refunds go back to the original payment method through Xendit. Banks can take a few days. If an automatic refund isn't possible for your payment method, Snoops customer service will arrange it with you.
- Providers should cancel only when they truly can't take a booking. Repeated cancellations may lead to a listing being paused or an account closed.
5. For Providers
- Listings: describe your place, services, prices, pets accepted, capacity and opening hours honestly. Photos must show your own place and pets in your care. Keep your days off up to date so you're not booked when you're closed.
- Care: look after every pet safely and as agreed, including food, water, exercise and supervision. Contact the owner straight away, through the chat, if a pet is unwell or something goes wrong.
- Pet updates: send the photo or video updates the app asks for, on time, in the booking chat. Missed updates are shown to the owner and may hold back your payout.
- Marking progress: tap "Pet(s) dropped off" / "Pet(s) picked up" when you receive the pets, and "Service complete" when they're back with their owner.
- Commission: Snoops keeps 10% of each booking, including any pick-up fee, calculated before any promo discount. The rest is your earnings.
- Payouts: Snoops transfers your earnings to the bank account you add in the app after each completed booking. Payouts are made by hand, so allow a few working days. You're responsible for any tax on your earnings.
6. For Customers
- Your pets: give accurate details about the number, type, breed and needs of your pets. Tell the Provider, through the chat, about health problems, medication, allergies, behaviour around people or other animals, and anything else they need to know.
- Health and safety: only book pets that are healthy, vaccinated, and treated for fleas and ticks, as a responsible owner would. A Provider may refuse a pet that seems unwell or unsafe, and tell Snoops customer service.
- On time: drop off and collect your pets at the times you booked, or be home for a pick-up and return. If you're late, tell the Provider in the chat.
- Emergencies: if a pet needs urgent vet care during a booking, the Provider will try to reach you first. You agree to pay reasonable vet costs for your own pet.
7. Chat, reviews and behaviour
- Keep it on Snoops: talk and pay only through the app. Don't ask for or share phone numbers, or arrange payment outside Snoops for a booking found on Snoops. Off-app payments aren't protected by our cancellation and refund rules.
- Chat: the Snoops team may read a booking's chat to help with problems or complaints. Photos and videos you send should be of the booking and the pets.
- Reviews: Customers can review a completed booking once, within 30 days. Reviews must be honest and about your own experience. We may remove reviews that are abusive, fake or about something else.
- Not allowed: harassment, threats, discrimination, illegal activity, harm to animals, fake listings or bookings, and anything that misleads other users. We may suspend or close accounts that break these rules.
8. Problems, liability and the legal basics
- Problems with a booking: tap Contact customer service in the chat. We'll look at the booking, the chat and the pet updates, and try to help both sides reach a fair outcome. Our decision on refunds through Snoops is final, but it doesn't stop you taking other legal action.
- Liability: Providers are responsible for the care they give, and Customers for the information they give about their pets. To the extent the law allows, Snoops isn't liable for injury, illness, loss of or damage to a pet or property during a booking, and our total liability for any claim is limited to the amount paid for the booking concerned. Nothing in these terms limits rights you have under Malaysia's Consumer Protection Act 1999 that can't be limited.
- Suspension: we may pause listings or suspend or close accounts that break these terms, put pets or people at risk, or misuse Snoops. You can stop using Snoops at any time and delete your account in the app under Profile → Delete account.
- The app: we work to keep Snoops running, but it may sometimes be unavailable or have errors.
- Changes: we may update these terms. We'll update the date at the top and tell you in the app before important changes take effect. Using Snoops after that means you accept them.
- Law: these terms are governed by the laws of Malaysia, and the courts of Malaysia decide any dispute.
- Contact: Snoops team, Kuala Lumpur, Malaysia · [email protected]