Refund, Cancellation & Safety Policy

1. Purpose and How Bookings Work

This policy explains how we handle cancellation, refunds, records of completion, safety incidents and evidence preservation for bookings made through the Customer App.

It applies wherever the service is performed. The apps are made available internationally. Bookings may be made and performed in more than one country, and available payment channels, currencies and local requirements differ by place of service. This policy forms part of and supplements the Service Terms and the User Agreement.

It is designed to:

• describe accurately what the Platform does and does not do;
• avoid misleading refund and price practices;
• preserve platform evidence;
• prevent off-platform abuse;
• limit our liability where permitted by law, without excluding anything that cannot lawfully be excluded.

In this policy:

• "Platform", "we", "us" or "our" means the marketplace service operated by the Company as an intermediary between Customers and independent Providers, comprising the Customer App, the Partner App, our website and our backend services. The Platform does not itself provide, supply or perform massage services.
• "the Company" means the single contracting entity identified in the User Agreement.
• "Provider" (also referred to as Therapist or Partner) means an independent service provider who performs massage services in their own name. A Provider is not our employee, agent or partner.
• "Booking" means your request for a service type, a start time, a Service Location and one specific Provider.
• "Service Location" means the address you select and submit when booking, including any place or building name, street address, unit or house number and coordinates.
• "Booking Request" means a Booking in the "awaiting acceptance" state, shown only to the one Provider you selected.
• "Accepted Order" means a Booking that the selected Provider has accepted in our backend. Before that, no service commitment exists.
• "Support" means our human customer-support channel. Most corrections, rescheduling and refunds on this Platform are handled by our staff and are not processed automatically by the apps.

Who contracts with whom, and in what capacity we receive the money. THE CONTRACT FOR THE MASSAGE SERVICE IS BETWEEN YOU AND THE PROVIDER YOU SELECT. WE ARE NOT A PARTY TO IT, AND WE NEITHER SUPPLY NOR PERFORM THE MASSAGE SERVICE. Our contract with you — the Service Terms, the User Agreement and this policy — is about platform services: the app and the listings, your account, the order record, communication, Support, and the collection of the price for a Booking on the Provider's behalf. Where you pay an amount for a Booking to us, or to payment details we display for that Booking, we receive it in that collecting capacity; for some payment channels and some countries the details we display are those of a third party, whose account may be an individual's personal account, and who collects the amount as our nominee. None of that reduces what we owe you for money you have paid. We organise the collection, we are answerable to you for every amount collected under it, and you claim a refund from us and not from the Provider. The unconditional refund entitlement in clause 7.1 is unaffected, and we may not rely on the massage service contract being between you and the Provider to reduce, delay, transfer to the Provider or refuse a refund.

1.1 A Booking is always directed to the Provider you select

A Booking is always directed to the single Provider the Customer selects. We do not operate a job pool, we do not allocate, dispatch or match Bookings between Providers, and we do not substitute or reassign a Provider.

You select one specific Provider in the Customer App and submit a Booking for a service type, a start time and a Service Location. Where the Booking is paid through an Online Payment Channel, our systems create one Booking Request for that selected Provider once the payment channel confirms payment; where the service is configured with a deposit, that confirmation is confirmation of the deposit, and the balance remains payable in cash to the Provider on arrival. Where the Booking uses a channel that does not complete through an online payment gateway (for example payment on arrival, a local bank transfer or a transfer in digital assets), no amount is taken online, no deposit arises, the Booking is recorded and is handled by Support, and confirmation may take place outside the apps. Only the selected Provider can accept a Booking Request.

A BOOKING REQUEST DOES NOT RESERVE THE PROVIDER'S TIME, AND ACCEPTANCE DOES NOT GUARANTEE THAT THE PROVIDER HAS NO OTHER COMMITMENT OVERLAPPING YOUR BOOKED PERIOD. Until the Provider accepts, the same Provider may receive other Bookings for the same period. On acceptance our systems record an approximate busy period for that Provider, but that period is only an approximation: it may not cover the whole of the booked service, and it does not prevent another Booking from being submitted or accepted for an overlapping time. If the Provider tells you of a conflict, contact Support.

The Provider may accept a Booking Request or decline it, and may also simply not respond. Declining or not responding to a Booking Request is not a breach of any agreement. It does not reduce any amount payable to the Provider, does not affect ranking, visibility or future Bookings, does not create a cancellation, refusal, reliability or non-attendance record, and does not trigger any account measure. Once the selected Provider accepts, the Booking becomes an Accepted Order and the Provider has made a specific service commitment for that time, location, service type and duration.

If the selected Provider does not accept, cancels or becomes unavailable, we do not choose a replacement Provider. You may select a different Provider and submit a new Booking, or contact Support. Where you have paid for a Booking and the Provider you selected has not accepted it by the booked start time, you are entitled to a full refund of everything you paid for that Booking. That entitlement is not at our discretion, and it does not depend on your asking for it, on any deadline, on the reason the Provider did not accept or on any assessment by us. Clause 7.1 sets out how the refund is made, and what to do if it has not reached you.

A Booking Request does not expire, and our systems do not cancel it because time has passed, so the Provider you selected may still accept it after the booked start time. That system behaviour and your refund entitlement operate in a fixed order: the entitlement arises the moment the booked start time passes without acceptance; a later acceptance does not revive the Booking, does not create any payment obligation for you and does not reduce or defeat the entitlement; and once you have taken the refund, or once Support has confirmed that the Booking is cancelled and the amount is to be returned, the Booking is at an end and may no longer be accepted. Clause 7.1 sets this out in full.

Rescheduling is not handled automatically by the apps. Where Support helps you move a Booking, this is done manually and may involve closing the existing record and your submitting a new Booking to the Provider you want.

1.2 What we check, and what we do not check

Providers submit identity and profile documents which we review manually. That review is a best-efforts internal risk measure. IT IS NOT A GUARANTEE OF THE SAFETY, LEGALITY, QUALITY OR SUITABILITY OF ANY PROVIDER, ANY CUSTOMER, ANY PREMISES OR ANY SERVICE. We do not verify professional licences or qualifications, and WE MAKE NO REPRESENTATION THAT ANY PROVIDER HOLDS ANY PARTICULAR LICENCE, CERTIFICATE OR QUALIFICATION. Each Provider is responsible for obtaining and maintaining every licence, permit, approval, work right and registration required for massage or home-visit services in each place where they perform them.

That manual review is not carried out for every Provider shown in the app. Some Provider records are created by an automated synchronisation from a third-party source. For those records no document is collected from the Provider and no review is carried out by us: they are marked as approved by that automated process. Our systems also do not prevent a Provider record from being opened or booked through a direct link while its status is not approved. We therefore make no statement that any particular Provider was reviewed before you booked, and no statement that only reviewed Providers can be booked.

Ratings, review counts, positive-feedback rates, badges and labels shown in the apps or on our website are platform display content. Some of them are set by us or generated by our systems and are not derived from customer feedback. THEY MUST NOT BE RELIED ON AS A MEASURE OF ANY PROVIDER'S QUALITY, CONDUCT OR SUITABILITY. Distances shown in the app are straight-line approximations calculated from a reference point derived by our systems; they are not travel distances, not live positions and not estimates of arrival time.

2. Price, Payment and Refund Display

Before you pay, the Customer App shows the service price, the amount payable at that moment, any balance payable on arrival, any travel fee estimate for the Service Location, and the payment channel you have selected. An order number is shown once the record is created. An order number is a reference for support and receipts only; it is not by itself proof of identity, right or authorisation.

Which payment channels appear at checkout is determined by us and may differ between Bookings. It depends on the channels we have enabled, the country or territory in which the service is to be performed, and the country code of the mobile number you provide. Some channels are available only for services performed in certain countries, and the currency of a Booking is the currency we operate for that place of service.

The following describes how payment actually works, and you should read it before you pay:

• Online payment is completed on a page hosted by the payment provider, opened inside the app. We do not receive or hold your card number or bank credentials.
• A deposit arises only on the Online Payment Channel. Where a service is configured with a deposit and you pay online, the amount taken online is the deposit and the balance is payable directly to the Provider on arrival; where it is not so configured, the full price is taken online. The amount actually taken is the amount stated on the payment provider's page. IT MAY BE THE FULL PRICE EVEN WHERE THE APP HAD SHOWN A DEPOSIT AND A BALANCE PAYABLE ON ARRIVAL. If the amount taken is more than the amount shown to you before you paid, contact Support and we will refund the difference.
• Any travel fee is calculated by us from the driving route to your Service Location and is charged as a return trip. A travel fee is never collected online. It is paid in cash to the Provider on arrival, and only where we have enabled it for that place of service. The amount quoted to you may not be recorded on the order and may not be visible to the Provider. Where it is not, the amount payable for travel is the amount you and the Provider agree on arrival. Where a travel fee cannot be calculated, the app says so and the amount is agreed with the Provider on arrival.
• Payment on arrival, local bank transfer and digital-asset channels take no amount online at all, and no deposit is taken for them. Payment in digital assets cannot currently be completed online and is arranged through Support.
• Where you pay by local bank transfer, the payee account details are those we display at checkout. The holder of that account may be a person or entity other than the Company, and in some countries it is an individual's personal bank account rather than an account in the Company's name. That holder collects the amount as our nominee, for the Provider's account. PAY ONLY THE ACCOUNT SHOWN IN THE APP FOR THAT BOOKING, AND KEEP YOUR TRANSFER RECORD. Payment made to the account details we display for that Booking discharges your payment obligation to us in full, whether or not the account holder passes the money on to us, and any amount so paid counts as an amount paid to us for the purposes of this policy, including for the refund entitlement in clause 7.1.
• Where a payment channel cannot complete, no Booking Request is created and no service is booked, but an unpaid record may remain in your order list. Contact Support to close it or to pay another way.
• Amounts in the app may be displayed with a currency symbol that does not match the currency in which the payment is actually taken. If the amount or currency taken differs from what was shown to you at checkout, contact Support and we will correct it or refund the difference.
• Where the app states that an unpaid booking is held for a period, that refers only to how long the unpaid record remains payable through an online payment channel. It does not reserve the Provider's time. For other channels the unpaid record does not expire automatically.

The Customer App does not show a cancellation cut-off time, a late cancellation fee or a fee for not being present at the Service Location, because the Platform does not calculate or charge any of them. If we introduce any such fee, we will publish it in this policy and show it at checkout before it applies to any Booking.

We do not hide mandatory fees, use false urgency or false scarcity, or imply a refund right that this policy does not provide.

3. Cancellation by You

The Customer App does not provide a self-service cancellation function. The only way to cancel a Booking is to contact Support. For an unpaid Booking the app shows a link to Support for this purpose. For a paid or accepted Booking the app shows no cancellation control at all, and you must contact Support.

Removing or hiding an order in the app only hides that record from your own list. It does not cancel the Booking, does not stop the Provider from attending and does not produce a refund.

Cancellation timing and outcomes:

The Platform does not calculate or charge any automatic cancellation fee. Where you cancel a Booking that the Provider has accepted, whether an amount you have already paid is refunded in whole or in part is decided by Support case by case, having regard to the stage of the Booking, the reason for cancellation, costs already incurred by the Provider and applicable law. Any amount we retain is limited to what is reasonably necessary to protect a legitimate interest and to actual loss or amounts contractually due. We do not retain amounts as a penalty.

This case-by-case assessment does not apply where no service was supplied. If the Provider you selected never accepted your Booking, clause 7.1 applies and you are entitled to a full refund of everything you paid. If the Provider accepted and then no service took place, clause 6 applies and we will refund what you paid for the service that was not supplied, unless the service did not take place because of your own act or omission at the Service Location.

4. Cancellation by the Provider

A Provider who has accepted a Booking may still cancel it, including while on the way to the Service Location or after the service has started. The app records the cancellation. Our systems do not collect a reason for the cancellation, so where the reason matters to you, tell Support.

If a Provider cancels:

• We do not choose a replacement Provider. You may select a different Provider and submit a new Booking, or ask Support to help;
• Where the Provider cancels and no service takes place, we will refund in full what you paid for that Booking. You do not have to negotiate for it. Clause 5 applies instead where the Provider stopped or cancelled on safety grounds arising from your own conduct at the Service Location, and clause 7 applies to how the refund is made;
• repeated cancellations after acceptance may lead us to review the Provider's account and to restrict or remove access under our agreements with them.

Declining a Booking Request and cancelling an Accepted Order are different things. Declining or not responding to a Booking Request has no consequence for the Provider and produces no record. Only cancellation after acceptance is treated as a failure to meet a service commitment.

5. Safety Cancellation

Either you or the Provider may cancel or stop the service where there is a genuine safety, legal, health or policy concern, including:

• threats, harassment, sexual comments or sexual requests;
• violence, weapons or confinement risk;
• intoxication, drugs, unsafe environment or unauthorised persons;
• request for illegal or out-of-scope services;
• false address or sudden location change;
• medical or health contraindication;
• suspected trafficking, exploitation or coercion;
• privacy breach, recording or doxxing risk.

IF THERE IS IMMEDIATE DANGER, CONTACT THE OFFICIAL EMERGENCY NUMBER FOR THE PLACE YOU ARE IN BEFORE CONTACTING US. WE ARE NOT AN EMERGENCY SERVICE, WE DO NOT MONITOR BOOKINGS IN REAL TIME, AND WE CANNOT DISPATCH HELP.

Report a safety cancellation to Support as soon as it is safe to do so. Following a report we may refund amounts paid, preserve records, suspend or restrict accounts, contact the police or other competent authority in the place of the incident, or take other action available to us. Any safety-related feature or internal review measure we operate is a marketplace risk tool. IT DOES NOT CONSTITUTE A GUARANTEE OR WARRANTY TO ANY PERSON AND DOES NOT ITSELF CREATE A DUTY OF CARE THAT THE LAW DOES NOT IMPOSE.

6. Orders Recorded as Completed

"COMPLETED" IS A STATE OF OUR RECORDS. IT IS NOT CONFIRMATION THAT A SERVICE WAS PERFORMED.

An order may be recorded as completed in any of the following ways: (a) the Provider marks it completed in the Partner App; (b) Support marks it completed; or (c) an automatic timing rule marks it completed after the booked end time plus a grace period, in which case our records show that the action was taken by our system for timing reasons and not by any person. A separate daily process may also close out orders created on an earlier day. None of these paths requires the Customer to confirm that the service was performed, and our systems do not verify arrival, attendance, start or completion. There is no arrival check, no start or completion code and no customer confirmation step.

Accordingly, "completed", "service completed", "awaiting review" or any similar status shown in either app means only that the record has reached that state. It is not evidence that the service was performed, that it was performed as booked, or that you accepted the service. Where a Booking has been paid for but was never accepted by the selected Provider, the record may still be closed out and displayed as completed or awaiting review; that display does not mean a service was performed and does not affect any remedy you may have.

The only notification we send you about the progress of an order is when the selected Provider accepts it. We do not notify you when an order is recorded as completed, cancelled or closed out, so please check your order records if this matters to you.

If a record shows as completed but the service was not performed, or was not performed as booked, contact Support within the period we publish. We will review the records available to us, we will correct any record we find to be inaccurate, and we will refund what you paid for a service that was not supplied or was not supplied as booked. We will tell you the outcome of that review. Where you would prefer a rebooking to a refund, we will arrange it instead if you ask us to. Nothing in this clause limits any right you have under applicable law in respect of a service that was paid for and not supplied.

A scheduled process may add a review to an order that the Customer has not reviewed within a set period. Such a review is generated by our systems, is not feedback from the Customer, and should not be read as an assessment of the service.

7. Refunds

Refunds on this Platform are handled manually by Support. The apps provide no refund request form, no refund status display and no automatic refund for most payment channels. We have not yet published a fixed number of days for processing a refund, so this policy does not state one. That affects only how long the processing takes. It does not affect whether you are entitled to a refund, and where this policy says you are entitled to one we will pay it without undue delay. Where a refund is made, we send it back through the channel you paid with wherever that channel supports a refund; where it does not, Support will agree another method with you.

This clause is subject to clause 6 and clause 7.1. Where a service you paid for was not supplied at all — including a Booking the Provider you selected never accepted — a full refund of what you paid is not a matter of discretion. Otherwise, depending on the facts, and taking account of applicable law, we may provide:

• a full refund of amounts you paid to us;
• a partial refund of amounts you paid to us;
• no refund;
• help in placing a new Booking with a Provider of your choice;
• a refund after we have reviewed the records.

Two points follow from how payments work and you should be aware of them:

• amounts you pay in cash to the Provider on arrival, including any balance and any travel fee, are not held by us, so a refund of those amounts is not something we can process through a payment channel. That is a limit on the mechanism, not on your claim. Where a service you paid for was not supplied, or was not supplied as booked, we will deal with your claim for the whole price, including any amount you paid on arrival, and we may recover from the Provider under our agreement with them. Tell Support, and raise it with the Provider as well if you wish. Nothing in this bullet limits any right you have under applicable law;
• where a payment provider has taken an amount but the order records do not reflect it, we have to verify the gateway record before we can act, and this is done manually.

Nothing in this policy affects any right you may have against your bank, card issuer or payment provider.

7.1 Bookings your selected Provider never accepts

If the Provider you selected has not accepted your Booking by the booked start time, the Booking no longer binds you and we will refund in full every amount you paid for it. This is an unconditional undertaking. It does not depend on your asking us, on any deadline, on the reason the Provider did not accept, on any assessment by us, or on what our records show. You may treat the Booking as cancelled from that moment. No service was performed and no Provider ever committed to perform one, so we have no basis on which to keep the money. The entitlement does not arise where you agree to a later start time or to a rescheduled Booking and the service is then performed for you.

You should know how this works in practice, because the honest description matters more than a reassuring one:

• Our systems do not do this automatically. A Booking Request in the awaiting-acceptance state is never cancelled automatically and never refunded automatically. The refund is prepared by a person.
• The record may be closed out and shown as completed or awaiting review even though no service took place, and you may be asked to review a service you never received; see clause 6. That display does not affect your refund.
• We send you no notification when an order is closed out, so we may not learn that a Booking was never accepted until you tell us. If the refund has not reached you, contact Support and say that the Provider never accepted. That is all you have to do, and we will not ask you to justify the request or to prove that no service took place. The routes to Support are in clause 12.
• A Booking Request does not expire, so the Provider you selected may accept it after the booked start time has passed. A late acceptance does not revive the Booking, does not create any payment obligation for you and does not affect your refund, even if the order is then recorded as completed almost immediately, and even if an order record that had already been closed returns to an earlier state. Once you have taken the refund, or once Support has confirmed to you or to the Provider that the Booking is cancelled and the amount is to be returned, the Booking is at an end and may no longer be accepted: a purported acceptance after that point has no effect as against you, creates no service commitment to you and creates no obligation on you to receive or to pay for anything, and anything owed to the Provider in that situation is a matter between us and the Provider under our agreements with them. Nothing in our systems enforces that of itself, so if a Provider accepts, sets out or attends after that point, tell Support and do not agree anything directly with the Provider. If you would still like the service, contact Support and we will arrange it as a fresh Booking.
• Where the amount was paid to payment details we displayed for that Booking, it counts as an amount paid to us and is refunded on the same basis.

We do not treat this as a discretionary remedy, and no other clause of this policy limits it. Nor is it limited by the fact that the massage service contract would have been between you and the Provider, or by the fact that we collected the amount on the Provider's behalf or through a nominee: we organised the collection of the money, and we return it to you without sending you to the Provider for it. Clause 7.2 does not apply to a refund under this clause except where we have reasonable grounds to suspect fraud in the Booking itself, in which case we will tell you the reason for the delay and refund on completion of that check.

7.2 When a refund may be delayed or refused

A refund may be delayed or refused where there is fraud, abuse, a conflicting chargeback, an off-platform arrangement, an ongoing safety investigation, a false complaint, a breach of our terms or a legal restriction. Any amount we withhold is limited to what is reasonably necessary to protect a legitimate interest and to actual loss or amounts contractually due, and is not withheld as a penalty. Nothing in this clause limits any right you have under applicable law, including any consumer protection or unfair contract terms legislation that applies to you, in respect of a service that was paid for and not supplied.

8. Serious Safety Incidents

Serious incidents include:

• rape, sexual assault, outrage of modesty, sexual harassment or sexual request;
• murder, attempted murder, serious assault, violence or weapon threat;
• stalking, confinement, kidnapping, blackmail or extortion;
• voyeurism, unauthorised recording, intimate image abuse or doxxing;
• theft, fraud, illegal services, trafficking, drug activity or other criminal conduct.

IF THERE IS IMMEDIATE DANGER, CONTACT THE OFFICIAL EMERGENCY NUMBER FOR THE PLACE YOU ARE IN BEFORE CONTACTING US. Emergency numbers differ by country and territory, and you are responsible for knowing the number for the place you are in. Where we publish a country appendix for a place of service, it lists the numbers for that place.

The Customer App does not currently provide a function to report a person or a message, or to block a user. To report an incident or a person, contact Support. A support conversation in the app is attached to a specific order; if you have no order, use the external contact channels we publish, which are operated by third parties under their own terms.

Following a report, we may:

• suspend or restrict the accounts involved;
• cancel related orders;
• preserve the order, message, support, device and payment records available to us;
• prevent the deletion of relevant records where lawful;
• escalate the matter within our support organisation;
• cooperate with police, regulators, insurers, our legal advisers and payment providers;
• notify affected persons where required or appropriate.

We do not decide criminal or civil liability, and we are not an investigating authority.

9. Liability Position for Criminal Conduct

WE DO NOT SUPERVISE, MONITOR OR CONTROL ANY PROVIDER, ANY CUSTOMER OR ANY PREMISES, AND WE DO NOT ASSUME RESPONSIBILITY FOR THE INDEPENDENT INTENTIONAL OR CRIMINAL CONDUCT OF ANY PERSON. To the maximum extent permitted by law, the Platform is not responsible for such conduct. That position rests on the following facts, each of which is true of this Platform:

• we do not participate in, direct, assist or encourage the conduct;
• we do not control the person or the private premises;
• we do not monitor bookings in real time and cannot intervene while a service is taking place.

Nothing in this clause depends on the adequacy of any safety feature or internal measure we operate, and nothing in it is an admission that we are responsible for a third party's conduct if such a feature or measure proves inadequate. This clause is about the conduct of other people. It does not exclude or limit liability for our own acts or omissions, including a failure by us to act on a credible warning that we actually received.

Where applicable law imposes on us a liability that cannot be excluded but that may lawfully be limited, our liability is limited to the narrowest scope the law permits, and any monetary cap is the amount separately stated in writing by us for this purpose, in the currency in which the relevant Booking was priced.

That limit does not apply to any obligation to refund or repay amounts you paid, including the refund undertakings in clauses 4, 6 and 7.1, and does not apply to any remedy you have under consumer protection legislation or to any liability referred to in the paragraph below.

NOTHING IN THIS POLICY EXCLUDES OR LIMITS OUR LIABILITY FOR DEATH OR PERSONAL INJURY CAUSED BY OUR OWN NEGLIGENCE, FOR FRAUD OR FRAUDULENT MISREPRESENTATION, OR FOR ANY OTHER LIABILITY THAT CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW, INCLUDING ANY CONSUMER PROTECTION OR UNFAIR CONTRACT TERMS LEGISLATION THAT APPLIES TO YOU.

10. Evidence Preservation

For disputed or serious incidents, we may preserve the records available to us, which may include:

• the order number and our internal order identifiers;
• order timestamps, status changes, and whether a status change was made by a person or by our system;
• account identifiers;
• in-app messages, images and their metadata, which are held on our servers in readable form;
• support conversations and attachments, including those handled through a third-party support tool;
• location reports received from a Provider's device, which are held as the latest reported point only;
• device, push registration, IP and app log records;
• payment records, and any refund or payment-dispute record our payment providers make available to us;
• account restriction decisions.

We do not hold a log of who viewed a Service Location, and we do not hold a location history or route trace for any Booking. Records preserved for a dispute or an incident are kept only as long as necessary for safety, legal, insurance, regulatory, fraud or dispute purposes, and are handled in accordance with the Privacy Policy.

11. Off-Platform Conduct

If you or a Provider move a Booking off the Platform, arrange payment privately, change the Service Location without telling us, or perform or receive services outside the scope of the Accepted Order:

• we may refuse a refund, support or compensation to the maximum extent permitted by law;
• we may suspend or restrict the accounts involved;
• we may preserve evidence and seek an indemnity;
• we are not responsible for losses arising from the private arrangement, except where the law prohibits that exclusion.

12. Support and Communications

Support is the route for cancellations, refunds, corrections to an order record, and complaints. A support conversation in the app is attached to a specific order. If you have no order, use the external contact channels we publish; those channels are operated by third parties and their own terms and privacy policies apply to them.

Messages you send in the app, including to Support, are stored in readable form on our servers, may be read by our staff, and may be forwarded to third-party support and messaging tools. Push notifications may contain the text of a message and may appear on your device's lock screen. Deleting a conversation in the app hides it on your device only. The Privacy Policy explains this in full.

Support responses use language such as:

• "We are reviewing the report and preserving the order records."
• "If anyone is in immediate danger, please contact emergency services first."
• "We may restrict accounts while the review is ongoing."
• "Our records show the order as completed, which does not by itself show that the service took place. We are reviewing what we hold."
• "Refund decisions are based on this policy, the order records and the outcome of our review."

We do not use language such as:

• "We guarantee your safety."
• "The platform is responsible for everything."
• "This is definitely false."
• "No licence is needed."
• "This therapist is verified, licensed or background-checked."
• "This therapist's rating shows they are safe."

13. Contracting Party, Governing Law and Language

Contracting party. The Platform is operated by the Company, a company incorporated in Singapore, whose registered name, unique entity number and registered address are set out in the User Agreement and published on our official channels. The Company is the only platform entity you contract with, wherever the service is performed, and the subject matter of that contract is the platform services described in clause 1, including the collection of the price on the Provider's behalf. The Company contracts separately with each Provider, and that contract is also for platform services. Neither contract is a contract under which the Company supplies a massage service to anyone. No affiliate, local operator, agent, merchant or Provider is a party to this policy unless we state otherwise in writing.

Governing law and jurisdiction. This policy, and any dispute or claim arising out of or in connection with it (including non-contractual disputes or claims), are governed by the law of Singapore. Subject to the paragraph headed "Mandatory local protections", the courts of Singapore have exclusive jurisdiction, and you submit to that jurisdiction and waive any objection to it on the ground of forum. We may, at our sole election, instead refer a dispute to arbitration administered by the Singapore International Arbitration Centre (SIAC), seated in Singapore and conducted in English. We may in addition seek urgent injunctive or protective relief in any competent forum where necessary to protect users, safety, personal data, confidential information, evidence, intellectual property or platform integrity.

Mandatory local protections. If you are an individual habitually resident in a country or territory whose law gives you rights or protections that cannot be excluded or restricted by agreement, nothing in this policy removes those rights or protections, and nothing prevents you from bringing proceedings in a forum that the applicable mandatory law requires. Where such a right or protection conflicts with a term of this policy, that right or protection prevails for you to the minimum extent necessary and the remainder of the term continues to apply.

Language. The English text is the controlling version of this policy. Any translation is provided for convenience of reading only, and in the event of inconsistency the English text prevails, except where applicable mandatory law requires otherwise.

14. Country Appendices

Country appendices. Additional terms may apply to services performed in a particular country or territory. Where we publish a country appendix for a place of service, it applies in addition to this policy and, for that place only, prevails over any inconsistent term of this policy to the extent of the inconsistency. As at the date of this policy, the only country appendix in force is the Singapore Appendix. No country appendix limits the governing-law or jurisdiction provisions above.

15. Singapore Appendix

This appendix applies only where the service is to be performed in Singapore, or where you are in Singapore, and only to that extent. It applies in addition to clauses 1 to 14.

Emergency numbers. Police 999. Police emergency SMS 70999, where it is unsafe or impossible to speak. Ambulance and fire (SCDF) 995. Contact these numbers before contacting us where there is immediate danger.

Consumer protection. Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Consumer Protection (Fair Trading) Act 2003, the Unfair Contract Terms Act 1977 or any other Singapore legislation that cannot be excluded or restricted by agreement. Where a term of this policy is inconsistent with such a right or remedy, that right or remedy prevails.

Licensing of massage services. Providers who perform services in Singapore are responsible for determining and satisfying any licensing requirement that applies to them, including any requirement under the Massage Establishments Act 2017. We do not verify licences and we do not state that a home-visit service is exempt from any licensing requirement.

Taxes. Prices may be subject to any applicable goods and services tax or similar indirect tax. Where such a tax applies, it is included in the amount shown to you before you pay unless we state otherwise. The app does not display a separate tax line.