Legal

Terms & Privacy.

Our terms of service and privacy policy — written in plain language so you know exactly where you stand.

Last updated: April 2025 · Snipwag operates under Australian Consumer Law

Summary: Snipwag is a booking platform that connects dog owners with independent mobile groomers. We facilitate the booking and payment — the groomer is responsible for the grooming service itself. By using Snipwag you agree to these terms.

1. About Snipwag

Snipwag is an Australian online platform that connects dog owners ("customers") with independent professional mobile dog groomers ("groomers"). Snipwag is a marketplace — we facilitate bookings and process payments but we are not the grooming service provider.

By accessing or using Snipwag, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree, please do not use our platform.

2. Eligibility

You must be at least 18 years of age to use Snipwag. By using the platform, you confirm that you are 18 or older and have the legal capacity to enter into a binding agreement.

3. Bookings and Payments

Making a booking

When you book a grooming session through Snipwag, you enter into a service agreement directly with the groomer. Snipwag processes your payment securely via Stripe and holds funds on behalf of the groomer until the service is completed.

Platform fee

Snipwag charges a platform service fee of 20% on each booking. This fee is included in the total price shown to you before you confirm your booking — there are no hidden charges.

Groomer payouts

Groomers receive 80% of the booking value, paid directly to their nominated bank account via Stripe Connect, typically within 2–7 business days of service completion.

4. Cancellation Policy

Customer cancellations

Free cancellation: Cancel within 60 minutes of booking for a full refund.
Late cancellation: Cancellations after the 60-minute window incur a 50% fee. The remaining 50% is refunded within 3–5 business days.
No-show: If you are not present at the agreed address at the booking time, the full booking amount is non-refundable.

Groomer cancellations

If a groomer cancels a confirmed booking, you will receive a full refund within 3–5 business days. We take groomer reliability seriously — repeated cancellations may result in a groomer being removed from the platform.

5. Groomer Responsibilities

Groomers on Snipwag are independent contractors, not employees of Snipwag. Groomers are responsible for:

Holding appropriate qualifications and insurance for mobile dog grooming
Providing the agreed service to a professional standard
Arriving at the confirmed address on time
Using safe, pet-appropriate products and equipment
Complying with all applicable Australian laws and regulations

6. Customer Responsibilities

Provide accurate information about your dog including breed, temperament, and any health conditions
Ensure your dog is up to date with vaccinations where required by the groomer
Be present or have an authorised adult present during the grooming session
Provide safe access to water and electricity at the nominated address if required

7. Liability

Snipwag is a platform provider and is not liable for the quality, safety, or outcome of any grooming service. Any disputes regarding service quality should be raised first with the groomer, and then with Snipwag if unresolved.

To the maximum extent permitted by Australian Consumer Law, Snipwag's total liability to you for any claim is limited to the amount paid for the booking giving rise to the claim.

Nothing in these terms excludes your rights as a consumer under the Australian Consumer Law, including guarantees that cannot lawfully be excluded.

8. Disputes

If you have a dispute about a booking or service, please contact us at contact@snipwag.com within 14 days of the service date. We will work with both parties to reach a fair resolution.

9. Account Termination

We reserve the right to suspend or terminate accounts that violate these terms, engage in fraudulent activity, or behave in a way that is harmful to other users of the platform.

10. Changes to These Terms

We may update these terms from time to time. We will notify you of significant changes via email or a notice on the platform. Continued use of Snipwag after changes take effect constitutes acceptance of the updated terms.

11. Governing Law

These terms are governed by the laws of New South Wales, Australia. Any disputes that cannot be resolved through our internal process will be subject to the exclusive jurisdiction of the courts of New South Wales.

12. Contact Us

Questions about these terms? Contact us at contact@snipwag.com or via our contact page.

Last updated: April 2025 · Compliant with the Australian Privacy Act 1988

Summary: We collect information needed to run the booking platform — your name, contact details, and payment information. We never sell your data. You can request deletion of your data at any time.

1. Who We Are

Snipwag is an Australian platform for booking mobile dog grooming services. This Privacy Policy explains how we collect, use, and protect your personal information in accordance with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs).

2. What Information We Collect

From customers (dog owners)

Name and mobile number (required to make a booking and send SMS confirmations)
Email address (optional — used for booking confirmations)
Delivery address for the grooming session
Dog breed and relevant notes provided during booking
Payment information — processed and stored securely by Stripe. Snipwag never stores full card numbers.

From groomers

Name, email address, and mobile number
Business suburb and travel radius
Bank account details for payouts (held securely by Stripe Connect)
Profile information including services offered and pricing

Automatically collected

Device type and browser (for app functionality and bug fixing)
Pages visited and actions taken within the app (to improve the user experience)
IP address (for security purposes)

3. How We Use Your Information

To process bookings and payments
To send SMS and email booking confirmations and reminders
To facilitate communication between customers and groomers
To resolve disputes and provide customer support
To improve our platform and services
To comply with our legal obligations

We will not use your information for any purpose not listed above without your consent.

4. Who We Share Your Information With

We share the minimum necessary information with these third-party providers to operate our platform:

Stripe — payment processing and groomer payouts (stripe.com)
Supabase — secure database hosting (supabase.com)
Twilio — SMS confirmations and reminders (twilio.com)
Vercel — app hosting (vercel.com)

All providers are contractually required to protect your data and may not use it for their own purposes. We do not sell, rent, or trade your personal information to any third party.

5. Data Storage and Security

Your data is stored on secure servers. We use industry-standard encryption (TLS) for all data in transit. Payment data is handled entirely by Stripe and never touches our servers.

We retain booking data for 7 years as required by Australian financial record-keeping laws. Other personal data is retained only as long as necessary to provide our services.

6. Your Rights

Under the Australian Privacy Act, you have the right to:

Access the personal information we hold about you
Correct any inaccurate personal information
Request deletion of your personal information (subject to our legal retention obligations)
Opt out of marketing communications at any time
Make a complaint to the Office of the Australian Information Commissioner (OAIC) if you believe your privacy rights have been breached

To exercise any of these rights, contact us at contact@snipwag.com. We will respond within 30 days.

7. Cookies and Tracking

Snipwag uses minimal browser storage (localStorage) to save your booking details locally on your device so you can look them up later. We do not use advertising cookies or sell tracking data to advertisers.

8. Children's Privacy

Snipwag is not directed at children under 18. We do not knowingly collect personal information from anyone under 18. If we become aware that we have collected data from a minor, we will delete it promptly.

9. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes via email or a notice on the platform. The date at the top of this page reflects the most recent update.

10. Contact and Complaints

For privacy questions or concerns, contact us at contact@snipwag.com.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC):
Website: oaic.gov.au · Phone: 1300 363 992