Terms
Terms of Service
A little planning helps every dog have a calm, happy stay. Please read these terms before booking. Your written booking confirmation records the agreed dates, price and care arrangements alongside these terms.
1. The service
Snuggle Paws is a freelance, home-based boarding and daycare service run by one sitter in Kuala Lumpur, Malaysia. We look after dogs only: small and medium dogs, with no more than four guests at a time. Care is cage-free, with rest, suitable play, walks and daily photo updates. Home-cooked meals are an optional add-on agreed in advance.
This is a home environment, not a kennel, veterinary clinic or medical boarding facility. We will be clear about any needs we cannot safely meet before confirming a stay. A meet & greet is free; the price of a trial daycare day is agreed before it takes place.
2. Who can stay
- Dogs must have up-to-date vaccinations and flea and tick treatment. Please provide vaccination records before the stay. Puppies must be fully vaccinated.
- Dogs must be non-aggressive and comfortable with people and other dogs, without unsafe guarding of food or toys. Every new guest needs a meet & greet and a trial day so we can check temperament and suitability.
- Dogs over one year old must be spayed or neutered if staying with other dogs.
- Dogs must be free of contagious illness and parasites. Please tell us if your dog has been unwell in the previous two weeks; we may postpone until they have recovered and a vet confirms it is safe to attend.
- All health, behaviour, mobility and medication needs must be discussed honestly before booking. Acceptance depends on whether one sitter can meet those needs safely.
We may decline or stop a stay if it would put a dog or person at risk. If a problem appears during a stay, we will discuss safe collection or an agreed alternative with you rather than simply leaving your dog without care.
3. Bookings, deposits and payment
The person booking must be at least 18 and be the dog’s owner or authorised to arrange care. A request is not a confirmed booking. We confirm in writing once the suitability checks are complete, you have accepted these terms and a 25% deposit has been received. The deposit counts towards the total price; the balance is due at drop-off.
The confirmation will state the dates, drop-off and pick-up times, total price in Malaysian ringgit (RM) and any agreed extras. Prices on the home page are examples, not binding quotes. Additional meals, extended care or other charges need your agreement first; we do not add surprise fees.
4. Cancellations and changes
Tell us through the channel you used to book as soon as plans change. Notice is measured from the agreed drop-off time, using Malaysia local time:
- At least seven days before drop-off: a full refund of the deposit and any other advance payment.
- At least 48 hours but less than seven days before drop-off: a refund of half the deposit and all other advance payments.
- Less than 48 hours before drop-off, or a missed drop-off: the deposit is retained, but all other advance payments are refunded. You do not owe the remaining price for a stay that has not started.
If a vet advises that your dog cannot safely attend because of illness, we will refund the deposit or, if you prefer, offer credit valid for six months. We may ask for the vet’s confirmation. Date changes depend on availability; if a change cannot be accommodated, the cancellation rules apply to the original dates.
If we cancel before the stay, you receive a full refund of all payments. If we must end a stay early, we will help arrange safe collection and refund unused care. If you collect early, you pay only for care already provided and we refund unused care. Refunds are issued within 14 days of agreeing the amount, using the original payment method where possible.
5. Your responsibilities
Please give accurate care instructions and tell us promptly about any changes. Bring enough usual food for the whole stay plus a little extra, any medication in its labelled packaging with written instructions, a suitable lead and harness, and familiar bedding or a comfort toy. Optional home-cooked meals must be approved by you, including allergy and diet requirements.
Keep your booking contact details current, remain reachable during the stay, and provide an authorised adult who can collect your dog if you cannot. Please keep to the agreed drop-off and pick-up times and tell us quickly about delays. Any extension and its price must be agreed; availability is not guaranteed.
Tell us about any previous bites, escape attempts, guarding or other safety concerns. You may be responsible for reasonable, evidenced loss directly caused by knowingly withholding important information or failing to follow agreed safety instructions, subject to applicable law. We will discuss any concern and supporting costs with you; damage is not an automatic charge.
6. Health, emergencies and vet care
We follow agreed care instructions but cannot diagnose illness or guarantee a dog will not become unwell. We will tell you promptly about signs of illness or injury. We give medication only if we have agreed that it can be administered safely; we do not replace veterinary advice.
By confirming a booking, you authorise us to seek necessary veterinary care for your dog. We will try to reach you first and use your usual vet where practical. If waiting would risk your dog’s welfare or you cannot be reached, we may take your dog to an available vet and authorise urgent treatment recommended by that vet. Please provide your vet’s details and discuss any treatment instructions or spending preferences before the stay; urgent welfare needs may make it unsafe to wait for further approval.
You are responsible for reasonable veterinary, medication and necessary transport costs incurred for your dog, with receipts provided. This does not remove any right to recover costs from us where our negligence, breach of duty or applicable law makes us responsible. We will share only the information the vet needs for care.
7. Care and liability
We will use reasonable care and skill and take sensible steps to keep dogs safe. Even in a supervised, carefully matched group, dogs can become stressed, ill or injured; normal dog interactions carry some risk. This is not a promise of a risk-free stay, and it is not a waiver of our duty of care.
To the extent Malaysian law allows, we are not responsible for indirect or consequential losses, such as lost earnings or disrupted travel, and our total liability for an affected booking is limited to the fees paid for that booking. These limits do not apply to our negligence, fraud, wilful misconduct, death or personal injury, or any liability that cannot lawfully be excluded or limited. Your mandatory consumer rights remain unchanged.
8. Photos and privacy
We may take photos or short videos of your dog and share them privately with you as stay updates. We will not publish them on this website or elsewhere without your separate consent. Saying no to publication does not affect your booking, and you can withdraw that consent through the channel you used to book.
Our Privacy Policy explains booking records, Google services, retention and how to request access, correction or deletion of your information.
9. Using this website
This website is for learning about the service and its policies. It does not accept bookings or payments directly. Please do not misuse it, attempt unauthorised access or interfere with its availability. Content and example prices may change, and we cannot promise uninterrupted access. Your confirmed booking price is not changed by a later website update.
The Snuggle Paws name, logo and original website content must not be used to imply endorsement without permission. Photographs remain subject to their respective owners’ rights. Links to Google are provided for policy information and account controls; those services have their own terms.
10. Changes to these terms
We may update these terms by publishing a new version with a new effective date. The version accepted when your booking was confirmed continues to apply to that booking, unless we both agree to a change or the law requires one. We will explain any proposed material change before asking you to agree.
11. Governing law and concerns
These terms are governed by the laws of Malaysia. Please raise any question or concern through the channel you used to book so we can try to resolve it fairly. Nothing in these terms prevents you from using any court, tribunal or consumer protection remedy available to you under Malaysian law.