Terms of Service

Effective date: July 20th 2026 · Last updated: July 20th 2026

1. Introduction & Acceptance

These Terms of Service (“Terms”) govern your access to and use of the Sniff mobile application (“Sniff”, “the app”, “the platform”, “we”, “us”, or “our”), operated by Joshua Tan (sole proprietor) in Singapore.

By creating an account or using Sniff, you agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, please do not use Sniff.

These Terms should be read together with our Privacy Policy, available in the app under Settings > Legal and on our website at sniff.sg/privacy. Where these Terms refer to personal data, data protection, or account deletion, the Privacy Policy contains the detailed provisions.

2. Definitions

The following terms have specific meanings when used in these Terms:

3. Eligibility

Sniff is intended for users aged 18 and above. By creating an account, you confirm that you are at least 18 years old and have the legal capacity to enter into these Terms. We do not knowingly allow individuals under 18 to create accounts. If we become aware that a user is under 18, we may disable or delete the account.

Sniff is designed for the Singapore market. Shops listed on the platform operate in Singapore. Customers from outside Singapore may create accounts, but booking requires a verified Singapore mobile number.

4. User Accounts

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree to:

Each shop has one account. Staff members are managed under the shop account and do not have individual logins. Shop accounts are limited to one active device session at a time for security purposes.

5. Platform Role

Sniff is a marketplace platform that connects pet owners with pet service providers. We facilitate bookings and provide tools for shops to manage their businesses. Sniff does not provide pet care services directly.

When you book a pet care service through Sniff, the contractual relationship for that service is between you (the customer) and the shop. Sniff is not a party to this arrangement and is not responsible for the quality, safety, or outcome of any pet care service.

Onboarding assessments: Before listing a shop on Sniff, we conduct an initial assessment, which may include meeting the shop owner, visiting the shop’s premises, checking AVS license, and grooming certification. This assessment is conducted to evaluate suitability for the platform — it does not constitute an ongoing endorsement, guarantee, or certification of any shop’s services, qualifications, safety standards, or regulatory compliance. Sniff does not continuously monitor shops after onboarding. Customers should exercise their own judgment when selecting a service provider.

Complaint routing: If you have a complaint about the quality, outcome, or pricing of a pet care service, you should contact the shop directly — Sniff does not mediate service-related disputes (see Section 7). If you have a complaint about a shop’s conduct, safety, animal welfare, or a violation of these Terms, you should report it to Sniff (see Section 9A) so that we can investigate and take appropriate platform action.

6. Bookings & Cancellations

All bookings made through Sniff are subject to availability and confirmation by the shop. Prices for pet care services are set by individual shops; Sniff has no involvement in service pricing.

Cancellation Windows

Customers may cancel bookings within the following windows at no penalty:

Cancellations outside the window require the customer to contact the shop directly. The shop may cancel on the customer’s behalf at their discretion.

Shop Cancellations

Shops may cancel bookings in exceptional circumstances (emergency, illness, scheduling conflict). The customer is notified immediately via the app.

Unconfirmed Bookings

Bookings not confirmed by the shop within 24 hours are automatically cancelled by the system.

No-Shows

Repeated no-shows (3 or more within 30 days) may result in account review and potential suspension. Shops may reject future bookings from customers with a history of no-shows.

7. Payments

Sniff does not process, hold, or intermediate payment for pet care services. Customers pay shops directly using the shop’s preferred payment method (cash, PayNow, card, or other methods accepted by the shop).

Sniff does not charge commission on bookings. The only commercial relationship between Sniff and shops is the subscription fee described in Section 8.

Refund disputes for pet care services are between the customer and the shop. Sniff does not adjudicate financial disputes or process refunds for pet care services. If a dispute cannot be resolved directly with the shop, see Section 16 for the dispute resolution process.

8. Shop Subscriptions

Shops pay a flat monthly subscription fee to access the Sniff platform. The subscription price for each tier is disclosed when you sign up and is always visible in Settings > Subscription. Subscriptions are billed via our payment processor (currently Stripe) and auto-renew monthly unless cancelled. Your card details are handled entirely by the payment processor and never touch Sniff’s servers.

Free Trials

Sniff may offer free trial periods at its discretion. Trial duration and terms are communicated at the time of onboarding. No credit card is required during the trial period. Before your trial ends, we will send you email reminders (at 7 days, 3 days, and 1 day before expiry) so that you can add a payment method or let the trial lapse. When the trial ends, a valid payment method must be on file to continue access. If no payment method is provided, your account will be treated as a lapsed subscription (see below).

Auto-Renewal & Cancellation

Lapsed Subscriptions

If your subscription lapses (whether through cancellation, failed payment, or trial expiry without adding a payment method), your shop profile remains visible to customers, but you will be unable to create or edit data (packages, staff, calendar, media) or manage bookings. You may resubscribe at any time to restore full access. Your existing data is preserved.

Statutory Rights

Nothing in these Terms affects any non-excludable statutory rights you may have under Singapore law. If any applicable law grants you a right to cancel your subscription within a specified period, that right is preserved.

Pricing Changes

Sniff may adjust subscription pricing with at least 30 days’ written notice via email. The new price will take effect at the start of your next billing cycle after the notice period. Continued use of Sniff after the new pricing takes effect constitutes acceptance. If you do not wish to accept the new pricing, you may cancel your subscription before the new price takes effect (see Auto-Renewal & Cancellation above); your existing data is preserved. Promotional or locked-in rates, where offered, will be honoured for the agreed period.

9. User Conduct

All users agree to use Sniff lawfully and in a manner that respects other users, pets, and the community. You agree not to:

Pet Care Standards — Shops

Shops agree to comply with all applicable Singapore laws, including the Animals and Birds Act. Shops must provide accurate service descriptions, treat all pets with care and professionalism, maintain safe and hygienic premises, and notify customers promptly of any incidents. Sniff reserves the right to remove shops that fail to maintain reasonable care standards.

Licensing: Shops must hold all licences, permits, and registrations required by applicable law for the services they provide, and must maintain them in good standing throughout their time on Sniff. In particular, shops offering pet boarding services must hold a valid Animal & Veterinary Service (AVS) licence where required by Singapore law. By listing services on Sniff, you represent and warrant that you currently hold all necessary licences and will notify Sniff within 7 days if any licence lapses, is revoked, is suspended, or if its conditions materially change.

Sniff reserves the right to request proof of licensing or permits at any time. Failure to provide proof within a reasonable period, or operating without required licences, may result in immediate suspension or removal from the platform. Shops agree to indemnify Sniff from any claims, losses, or penalties arising from their failure to hold required licences.

Customer Data Obligations — Shops

Shops that receive customer personal data through bookings (including customer names, phone numbers, pet details, health information, and emergency contacts) must:

These obligations apply for as long as the shop retains the data, including booking snapshots retained after a booking ends. Failure to comply may result in suspension or removal from the platform.

Pet Information — Customers

Customers agree to provide accurate and complete information about their pets, including:

By submitting a booking, you warrant that the pet information you have provided is true and complete to the best of your knowledge. If your pet’s health or behavioural status changes, you should update your pet profile before your next booking.

Sniff does not independently verify pet health information provided by customers. Shops should exercise professional judgment and not rely solely on app-provided health data. Sniff is not liable for consequences arising from incomplete or inaccurate pet information provided by customers.

Pet Emergencies

In the event of a pet emergency during a service:

  1. The shop shall make reasonable efforts to contact the customer immediately, and if unavailable, the listed emergency contact
  2. If neither the customer nor the emergency contact can be reached within a reasonable time, the shop may authorise emergency veterinary care in the interest of the pet’s welfare
  3. The shop must document the incident, including what happened, actions taken, and any veterinary costs incurred, and provide this information to the customer as soon as practicable
  4. Emergency veterinary costs are the customer’s responsibility, unless the emergency was caused by the shop’s negligence or breach of care

Sniff is not a party to the service arrangement and bears no responsibility for emergency situations or their costs. If a dispute arises about responsibility for an emergency, the parties should follow the dispute resolution process in Section 16. Sniff may investigate any reported safety incident under Section 9A.

9A. Safety Incident Reporting

Sniff takes animal welfare and user safety seriously. If you witness or experience any of the following, you should report it to Sniff immediately:

How to report: Email sniff.hq@gmail.com with a description of the incident, any evidence (photos, screenshots), and the names or profiles involved. Include the booking reference if applicable.

What happens next: Sniff will acknowledge your report within 48 hours and investigate. During an investigation, Sniff may temporarily suspend the reported user’s account. Outcomes may include warnings, suspension, permanent removal from the platform, or no action if the report is unsubstantiated. For serious incidents, Sniff may refer the matter to relevant authorities (including the Animal & Veterinary Service or the police).

This process is for safety and conduct concerns. Sniff does not adjudicate private disputes about service quality, pricing, or refunds through this process — for those, see Section 16.

10. User-Generated Content

Content Ownership & Licence

You retain ownership of content you submit to Sniff (reviews, photos, descriptions).

Operational licence: By submitting content, you grant Sniff a non-exclusive, worldwide, royalty-free licence to use, display, reproduce, and distribute the content as necessary to operate the platform (such as displaying your reviews on shop profiles or showing your photos in search results).

Marketing licence: You also grant Sniff a non-exclusive, worldwide, royalty-free, sublicensable licence to use your content for marketing and promotional purposes, including social media posts, website content, App Store listings, press materials, and promotional content. We will not sell your content to third parties.

Identifiable images: If your content contains identifiable images of you or others (such as photos showing recognisable faces), your consent to use those images for marketing purposes is separate from the copyright licence above and may be withdrawn at any time by contacting us at sniff.hq@gmail.com. Upon receiving your withdrawal request, we will cease using the identifiable image in new marketing materials within a reasonable period. Content already published or distributed before your withdrawal may remain in circulation, but we will make reasonable efforts to remove it where practicable.

Third-party faces: You are responsible for ensuring that photos you upload do not contain identifiable images of other individuals without their consent. If an individual objects to their likeness appearing in content on Sniff, they may contact us at sniff.hq@gmail.com to request removal.

You may delete your own content at any time via the app. The operational licence for deleted content ends immediately. The marketing licence survives deletion only for content that has already been published or distributed in marketing materials prior to deletion.

Content Guidelines

All uploaded content must be pet-related and relevant to the platform. Content must not be offensive, obscene, or inappropriate; must not infringe on third-party intellectual property; and must not contain personal information of third parties without their consent.

Reviews

Reviews may only be submitted for completed bookings within 30 days. Shops may respond to reviews once. Shops may report reviews that are defamatory, factually false, or violate community guidelines. Sniff may remove reviews after investigation, but shops cannot unilaterally remove reviews.

Reviews persist after account deletion — your name is removed from your reviews, but the review text, rating, and any photos remain visible. If a review still identifies you or another individual after your name is removed, you or the identified person may request its removal by contacting our Data Protection Officer at sniff.hq@gmail.com. Before deleting your account, you may delete individual reviews in the app if you wish to remove them entirely. After your account is deleted, you may still contact our Data Protection Officer to request removal of specific reviews.

Content Moderation

Sniff reserves the right to remove, restrict, or disable access to content that violates these guidelines, applicable law, or any direction from a court, regulator, or government authority. Users may report inappropriate content via email (sniff.hq@gmail.com).

Sniff complies with applicable Singapore online safety and content legislation, including the Online Criminal Harms Act 2023 and the Online Safety (Relief and Accountability) Act 2025, and will cooperate with government authorities, the Online Safety Commission, law enforcement, and regulatory directions regarding prohibited, harmful, or unlawful content. We may disclose user information where required or authorised by law.

Sniff does not guarantee active monitoring of all user-generated content. We rely on user reports and automated detection where available to identify content that violates these Terms or applicable law.

11. Loyalty Points

Sniff may offer a loyalty points program to customers. Points are earned through completed bookings. Points have no monetary value and cannot be converted to cash, transferred between accounts, or sold.

Sniff reserves the right to set expiry periods, modify earn rates, adjust redemption values, suspend, or discontinue the loyalty points program at any time. Changes will be communicated with at least 30 days’ notice so that you can take any required action. Outstanding points balances are not redeemable for cash upon program changes or discontinuation.

12. Intellectual Property

All platform content, design, code, trademarks, logos, and branding are owned by or licensed to Sniff. You are granted a limited, non-exclusive, non-transferable licence to access and use the platform for its intended purpose.

You may not copy, modify, reverse-engineer, or create derivative works from Sniff’s intellectual property. You may not use Sniff’s trademarks, logos, or branding without written permission. You may not scrape or extract platform data for commercial purposes.

If you believe content on Sniff infringes your intellectual property rights, contact us at sniff.hq@gmail.com with: (a) identification of the work claimed to be infringed, (b) identification of the infringing content on Sniff, (c) your contact information, and (d) a statement of good faith belief that the use is not authorised. We will investigate and take appropriate action. For copyright infringement specifically, please refer to our Copyright Act Notification.

13. Disclaimer of Warranties

Sniff is provided on an “as is” and “as available” basis. To the fullest extent permitted by Singapore law, Sniff does not warrant that the platform will be uninterrupted, error-free, or secure.

Sniff does not endorse, guarantee, or assume responsibility for any pet care service advertised or offered by shops on the platform. While Sniff conducts initial assessments of shops before onboarding (see Section 5), this does not constitute a warranty of service quality, safety, or suitability.

14. Limitation of Liability

To the fullest extent permitted by Singapore law, Sniff’s total aggregate liability for any claims arising from or related to these Terms or the platform shall not exceed the greater of (a) the fees paid by you to Sniff in the 12 months preceding the claim, or (b) SGD $100.

Sniff shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, data, or business opportunities.

This limitation does not apply to:

Nothing in these Terms excludes or limits any non-excludable statutory right you may have under applicable law.

15. Indemnification

You agree to indemnify and hold harmless Sniff from claims, damages, losses, and expenses (including reasonable legal fees) arising from: your content that infringes third-party rights, your illegal conduct on the platform, your breach of these Terms, or disputes with other users arising from your actions.

Shops additionally agree to indemnify Sniff from claims arising from: the quality, safety, or outcome of pet care services they provide; intellectual property infringement in their content; and failure to hold required licences or permits (see Section 9).

You are not required to indemnify Sniff for Sniff’s own negligence, data handling failures, or platform operational failures.

16. Dispute Resolution

Before filing any formal claim, you agree to first attempt direct resolution with the other party. If you have a dispute with another user or with Sniff, you should follow these steps:

Platform enforcement: Sniff retains the right to independently investigate reported misconduct, safety incidents, Terms violations, animal welfare concerns, fraud, and licensing issues, and to take platform action (warnings, suspension, or termination) regardless of whether the parties have resolved their private dispute. See Section 9A for the incident reporting process.

Sniff does not require mandatory arbitration. You retain your right to access the Small Claims Tribunals and the courts of Singapore.

These Terms are governed by and construed in accordance with the laws of the Republic of Singapore. The courts of Singapore shall have exclusive jurisdiction over any disputes arising from these Terms. If you access Sniff from outside Singapore, you are responsible for compliance with local laws.

17. Account Suspension & Termination

Sniff may suspend or terminate your account at its reasonable discretion for violations of these Terms. The following may result in immediate termination without prior warning:

For less severe violations (such as repeated no-shows, posting misleading information, or circumventing platform policies), Sniff will issue a warning before taking further action.

If your account is terminated, pending bookings are automatically cancelled. For confirmed or ongoing bookings, the other party will be notified and given 48 hours to make alternative arrangements.

Terminated users are prohibited from creating new accounts. Sniff reserves the right to identify and terminate accounts created in circumvention of a prior termination.

Account deletion: You may delete your own account at any time via Settings > Delete Account. If you have active bookings (Pending, Confirmed, or Ongoing), we will ask you to complete or cancel them before processing your deletion request. If you cannot resolve active bookings, contact us at sniff.hq@gmail.com and we will process your deletion manually. Account deletion follows the process described in our Privacy Policy, including the 30-day grace period and the data that is retained after deletion (booking snapshots, de-identified reviews, and payment records required by law).

Data requests: Upon termination or account deletion, you may request a copy of your personal data by contacting our Data Protection Officer at sniff.hq@gmail.com before your data is permanently removed. For full details of your data rights, see our Privacy Policy.

Data protection: Your personal data is handled in accordance with our Privacy Policy, which includes our data breach notification procedures. In the event of a data breach that may affect you, we will notify you in accordance with the process described in our Privacy Policy and as required by the Personal Data Protection Act 2012.

18. Service Availability

Sniff strives to maintain reliable service but does not guarantee uninterrupted access or any specific uptime percentage. Planned maintenance will be communicated in advance where practicable. Emergency maintenance may occur without notice to address security or stability issues.

Sniff shall not be liable for any failure or delay caused by events beyond our reasonable control, including natural disasters, pandemics, government actions, war, utility failures, or third-party service outages. We will make reasonable efforts to restore service and notify users of significant disruptions. The right to request a prorated refund under Section 8 is not affected by this clause.

19. Changes to Terms

Sniff may modify these Terms at any time. We will notify you of material changes via email and/or in-app notification with at least 30 days’ notice before the changes take effect.

Where we introduce material new obligations or restrictions that significantly affect your rights, we will provide clear notice of what has changed.

Continued use of Sniff after the updated Terms take effect constitutes acceptance. If you do not agree with the updated Terms, you may delete your account before they take effect.

20. General Provisions

Severability: If any provision of these Terms is found unenforceable by a court, the remaining provisions remain in full force.

Entire agreement: These Terms, together with our Privacy Policy, constitute the entire agreement between you and Sniff regarding the use of the platform. The “What We Know About You” page within the app is an informational summary and does not create obligations beyond those in the Privacy Policy.

Waiver: Failure by Sniff to enforce any provision does not constitute a waiver of that provision.

Assignment: Sniff may assign these Terms in connection with a merger, acquisition, or sale of assets, with notice to users. You may not assign your rights under these Terms.

Third-party rights: A person who is not a party to these Terms has no right under the Contracts (Rights of Third Parties) Act 2001 to enforce any provision of these Terms.

Notices: We may send you notices via the email address associated with your account, via in-app notification, or via push notification. Notices sent by email are deemed received 24 hours after sending (unless the email is returned as undeliverable). In-app and push notifications are deemed received when delivered to your device. It is your responsibility to keep your email address current and to check your email and app notifications regularly. For formal notices from you to Sniff (such as legal claims, consent withdrawal, or data requests), please email sniff.hq@gmail.com.

21. Contact Us

If you have questions about these Terms of Service, please contact us:

Data Protection Officer: For data protection queries, access requests, correction requests, consent withdrawal, or complaints about data handling, contact our Data Protection Officer:

For full details of your data rights, see our Privacy Policy, available in the app under Settings > Legal.

If you are not satisfied with our response to a data protection complaint, you may contact Singapore’s Personal Data Protection Commission (PDPC) at www.pdpc.gov.sg.