BookHomeMassage
← Legal

User Agreement

Governed by Singapore law · Last updated: 25 July 2026

1. Parties and Scope

This User Agreement applies to all persons who access or use Book Home Massage, including customers, therapists, applicants, and any person using the app, website, chat, support, booking, payment or account features.

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 Agreement does not assume that any service is performed in a particular country.

For a Provider, this Agreement applies together with the therapist-side documents listed in clause 2. Where a term of this Agreement conflicts with the Partner User Agreement or the Independent Therapist Agreement on the limitation of our liability to a Provider, on amounts payable to a Provider, or on a Provider's independent status, those documents prevail for that Provider. For a Customer, the Service Terms prevail over this Agreement for a customer booking, as stated in those Terms.

In this Agreement:

  • "Platform", "we", "us" or "our" means the operator of the BookHomeMassage platform, a company incorporated in Singapore whose registered name, UEN and registered address are as published on the Platform's official channels — the single company that contracts with you under this Agreement, and does not include any other person.
  • "the Company" means that same company, being the single contracting entity referred to in clause 17. Where this Agreement refers to something being stated, published, decided or determined in writing by us, it means by the Company.
  • "Customer App" and "Partner App" mean the two separate applications we make available to Customers and to Providers respectively. Where this Agreement describes a feature, it describes it as and when that feature is provided in the application and version you are using; the two applications do not offer the same features.
  • "Customer" means a person who requests or receives a home massage service.
  • "Therapist", "Provider" or "Partner" means an independent service provider who offers massage services in their own name through the Platform.
  • "User" means any Customer, Provider, applicant or account holder.
  • "Services" means the Platform's booking records, account, collection of payment on a Provider's behalf, listing, communication, support and related app features. The Services do not include performing a Massage Service.
  • "Massage Service" means the massage service performed by a Provider for a Customer under a contract between that Provider and that Customer, to which the Company is not a party.
  • "Booking" means a request submitted by a Customer for a service type, a start time and a Service Location, naming one specific Provider selected by the Customer.
  • "Customer Order" means the payment and record object corresponding to a Booking. "Provider Order" means the separate order object created for the selected Provider for the same Booking; the two use independent numbering.
  • "Booking Request" means a Provider Order in the awaiting-acceptance state. A Booking Request is shown only to the single Provider the Customer selected.
  • "Accepted Order" means a Booking that the selected Provider has accepted, as confirmed in our records. Before that confirmation there is no service commitment.
  • "to decline" means that a Provider does not accept a Booking Request, whether by declining expressly or by not responding.
  • "recorded as completed" (also "System-Completed") means that an order record has reached the completed state, whether through an act of a person or through an automatic timing rule. It says nothing about whether a service was performed. See clause 8.
  • "Actual Performance" means the fact that a service was actually provided at the Service Location. Our systems do not verify Actual Performance.
  • "Service Location" means the address a Customer selects and submits with a Booking, including place name, detailed address, unit or room number and coordinates. "Service Country" means the country or territory in which the Service Location is situated.
  • "Support" means the human customer support channel operated by us. Most corrections, rescheduling and refunds on the Platform are handled by people through Support and are not processed automatically.
  • "Manual Review" means the manual reading by our staff of documents a Provider has submitted. It is a best-efforts internal measure and is not a guarantee of any outcome.
  • "Provider Documents" means the identity documents, photographs and other material a Provider submits.
  • "Location Reporting" means the reporting of a device's approximate coordinates by the Partner App at fixed intervals while a Provider is signed in and the app is in the foreground, as described in the Privacy Policy.
  • "System-Generated Review" means a review written to an order by a scheduled process operated by us rather than by a Customer.
  • "Platform Display Content" means ratings, reviews, review counts, positive-feedback rates, badges, labels, availability displays, distance displays and similar figures shown in the apps or on our website.
  • "Payment Channel" means a payment method offered at checkout. "Online Payment Channel" means a Payment Channel that completes online through a third-party payment gateway and reports the result back to us.
  • "Order Number" means the user-visible order number used for support, search, receipts and communication.
  • "Country Appendix" means additional terms we publish for a particular country or territory.

We may use authorised operators to run parts of the Platform for us. "Authorised operators" means the persons we authorise to operate part of the Platform on our behalf, such as a service provider that hosts, processes or supports it. An authorised operator is not included in "Platform", "we", "us" or "our" as defined above, and the Company is the only party to this Agreement on our side. An authorised operator is not a party to this Agreement, owes you no obligation under it, and cannot by its own act alter, assume or discharge the Company's obligations to you. A reference to authorised operators does not make any other person a party to this Agreement, and it does not relieve the Company of any obligation it owes you. Clause 12 states which persons may rely on the disclaimers, exclusions and limitations in this Agreement.

The Platform is not a medical provider, clinic, hospital, emergency service, insurer, employer of Providers, or guarantor of any therapeutic result. THE PLATFORM DOES NOT ITSELF PROVIDE, SUPPLY OR PERFORM MASSAGE SERVICES.

2. Acceptance

By creating an account, signing in, applying as a Provider, making or accepting a booking, using chat, or otherwise using the Platform, you agree to this User Agreement and the policies that apply to your role, including:

  • the Service Terms and the Refund, Cancellation and Safety Policy, if you are a Customer;
  • the Partner User Agreement, the Independent Therapist Agreement, the Order Acceptance and Cancellation Policy, the Payout and Fee Policy and the Safety and Acceptable Use Policy, if you are a Provider or applicant;
  • the Privacy Policy that applies to your role;
  • any in-app terms shown before you submit, accept or complete an order.

If you do not agree, you must not use the Platform.

3. Account Eligibility

You must provide accurate, current and complete information. You must keep your login details secure and must not allow another person to use your account.

You must have legal capacity to enter into this Agreement and must be at least the minimum age required by the law applicable to you for the account you hold and the service you request or provide. We do not verify the identity or age of any person when an account is created. A Customer account is created using a mobile number, a one-time code and a password only, and no identity document, date of birth or age check is collected or performed.

We may refuse, suspend, restrict or terminate an account where we reasonably believe that:

  • information is inaccurate, incomplete, misleading or fraudulent;
  • the account is being used by another person;
  • the account is linked to safety, fraud, payment, privacy, legal or operational risk;
  • the User has breached this Agreement or any applicable policy;
  • continued access may expose any person or the Platform to harm, illegality or regulatory risk.

To close an account, or to ask us to delete an account and the personal data associated with it, contact Support. There is at present no in-app control that deletes an account.

4. Platform Role

The Platform provides a technology marketplace and related support features. Unless we expressly state otherwise in writing:

  • Providers are independent providers, not our employees, agents, partners, joint venturers or representatives.
  • Customers choose which Provider to request a service from, and contract with that Provider for the service itself.
  • The Platform does not control the premises where a Massage Service takes place.
  • The Platform does not control any User's sudden, intentional, criminal or violent conduct.
  • The Platform does not guarantee that any booking will be accepted, completed, safe, uninterrupted or suitable for every User.

We act as an intermediary. We operate a marketplace between Customers and independent Providers. THE CONTRACT FOR A MASSAGE SERVICE IS BETWEEN THE CUSTOMER AND THE PROVIDER THAT CUSTOMER SELECTS. We are not a party to it, and we neither supply nor perform the Massage Service. Separately, we have a contract with each Customer and a contract with each Provider — this Agreement and the documents listed in clause 2 — and the subject matter of each of them is the Services: the apps and the listings, the account, the booking and order record, communication, Support, and the collection of payment for a Booking on the Provider's behalf. Neither of those contracts is a contract under which the Company supplies a Massage Service to any Customer.

Money we collect, and prices we display. Where an amount for a Booking is paid to us, or to payment details we display for that Booking, we receive it as the collection of the price on behalf of the selected Provider and not as the price of a service we ourselves supply. 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; an amount so paid counts as an amount paid to us. Service types, durations, prices and any deposit are configured in our systems and are not set by a Provider in the Partner App, so we decide and display the price at which a Provider's Massage Service is offered. Neither that nor the capacity in which we collect makes us the supplier of the Massage Service, and neither reduces what we owe a Customer for money paid to us. In particular they do not affect the unconditional entitlement stated later in this clause, and we may not rely on the Massage Service contract being between the Customer and the Provider to reduce, delay, transfer to the Provider or refuse the return of an amount paid to us.

Who is answerable for what. The Company is the Customer's counterparty for the Services and for any amount the Customer pays to us. The Massage Service itself is performed by the independent Provider the Customer selects, under a separate contract between that Customer and that Provider, to which the Company is not a party. Nothing in this Agreement makes the Company the supplier or performer of the Massage Service. Where a service a Customer paid for was not supplied, or was not supplied as booked, the Customer may bring the claim in respect of amounts paid to us against the Company; we deal with it under clause 9, the Service Terms and the Refund, Cancellation and Safety Policy, and we do not require the Customer to pursue the Provider first. Any recovery by us from the Provider is a matter between us and the Provider.

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.

The Customer selects one specific Provider in the Customer App and submits 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 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), 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: until the Provider accepts, the same Provider may receive other Bookings for the same period.

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; cancellation after acceptance is dealt with in the Order Acceptance and Cancellation Policy and, as regards Customers, in the Refund, Cancellation and Safety Policy.

If the selected Provider does not accept, cancels or becomes unavailable, we do not choose a replacement Provider. The Customer may select a different Provider and submit a new Booking, or contact Support. Where an amount has already been paid for a Booking that the selected Provider does not accept, the Customer is entitled to the return of that amount in full as stated below. A rescheduling is only an alternative the Customer may choose instead, and choosing it is never a condition of the return. What our staff handle case by case is the making of the payment, not the question whether the amount is owed; nothing in the apps performs it automatically.

If the Provider the Customer selected has not accepted the Booking by the booked start time, no service is owed to that Customer and the Customer is entitled to the return in full of every amount paid to us for that Booking. That entitlement is unconditional. It does not depend on a request, on any deadline, on the reason the Provider did not accept, on any assessment or decision by us, on any fault on our part, or on what the record in the app shows, and a record closed out and displayed as completed or awaiting review does not reduce or defeat it. The entitlement does not arise where the Customer agrees to a later start time or to a rescheduled Booking and the service is then performed. Our systems do not cancel or refund such a Booking automatically, so the return of the amount is made by our staff rather than automatically by the apps; where we identify such a Booking ourselves we will return the amount without waiting to be asked, and where a Customer contacts Support about one we will return it in full without asking the Customer to justify the request or to prove that no service took place.

Late acceptance. A Booking Request does not expire, and our systems do not cancel it because time has passed, so the selected Provider may still accept it after the booked start time. That system behaviour and the entitlement above operate in the following order:

  • the entitlement arises the moment the booked start time passes without acceptance;
  • an acceptance after that time does not revive the Booking, does not create any payment obligation for the Customer and does not reduce or defeat the entitlement, even if the order is then recorded as completed almost immediately and even if a record that had already been closed returns to an earlier state;
  • once the Customer has exercised the entitlement, or once Support has confirmed to the Customer 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 the Customer: it creates no service commitment to the Customer and no obligation on the Customer to receive or to pay for anything. 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 sequence of itself. If a Provider accepts, sets out or attends after the Booking has come to an end, the Customer should contact Support and should not agree anything directly with the Provider. A Customer who still wants the service should ask Support to arrange it as a fresh Booking.

Nothing in this clause excludes or limits liability that cannot be excluded or limited under applicable law.

5. App Licence

We grant you a limited, revocable, non-exclusive, non-transferable licence to use the app and platform features for lawful personal or provider-side use, subject to this Agreement.

You must not:

  • copy, modify, reverse engineer, scrape, resell or interfere with the Platform;
  • bypass or interfere with account, payment, safety, location, risk or security controls;
  • tamper with requests, packets, device signals, location, order status, payment status, or app behaviour;
  • use automation, bots, emulators, altered devices or scripts without our written permission;
  • access, enumerate or collect records, orders, profiles, contact details or documents that do not belong to your own account;
  • use the Platform to commit fraud, harassment, doxxing, sexual offences, violence, threats, illegal services, money laundering, or any other unlawful act.

6. Prohibited Conduct

All Users must not:

  • request, offer, discuss or perform sexual services, illegal services, or services outside the accepted order scope;
  • harass, threaten, stalk, assault, sexually assault, exploit, intimidate, blackmail or harm another person;
  • photograph, record or livestream another person or private premises without lawful consent;
  • share, sell, publish or misuse another person's address, phone, chat, identity, profile, health note or order details;
  • move an order off-platform, arrange private payment, or use platform data to bypass platform fees;
  • provide false reports, false qualifications, false pricing claims or misleading reviews;
  • use another person's account, identity document, payment instrument, certification or licence;
  • interfere with investigations, delete evidence, pressure another User to withdraw a report, or retaliate after a complaint.

To report conduct or content that breaches this clause, contact Support. There is at present no in-app control to report or block another user.

We may immediately suspend or terminate access, preserve evidence, notify affected persons, notify authorities, or cooperate with law enforcement where we reasonably believe there is a safety, criminal, fraud, privacy or regulatory issue.

7. Safety and Emergency

THE PLATFORM IS NOT AN EMERGENCY SERVICE. IF THERE IS IMMEDIATE DANGER, CONTACT THE OFFICIAL EMERGENCY NUMBER FOR THE PLACE YOU ARE IN BEFORE CONTACTING US. Emergency numbers for particular places may be listed in a Country Appendix.

WE DO NOT MONITOR SERVICES IN PROGRESS. WE DO NOT OPERATE AN EMERGENCY ALARM, SILENT ALERT, TRIP-SHARING, SAFETY CHECK-IN OR EMERGENCY-CONTACT NOTIFICATION SERVICE, AND WE DO NOT UNDERTAKE TO INTERVENE IN AN INCIDENT.

We operate Support, records, account measures and internal risk processes, and we may restrict accounts, preserve records available to us, cancel orders or cooperate with a competent authority. THESE ARE MARKETPLACE RISK MEASURES. THEY ARE NOT A GUARANTEE OR WARRANTY TO ANY PERSON, AND THEY DO NOT CREATE ANY DUTY OF CARE THAT THE LAW DOES NOT ALREADY IMPOSE.

Users must report serious safety concerns — including sexual misconduct, violence, threats, weapon possession, suspected trafficking, illegal services, stalking, address misuse, blackmail or suspected criminal conduct — to the police or other competent authority in the place of the incident, and then to Support.

8. Order Records, Evidence and Investigations

To protect Users and the Platform, we may collect, generate, retain and review risk and operational records, including Order Numbers, timestamps, device signals, app events, IP logs, chat content and metadata, images sent through chat, support tickets, user reports, payment status and account actions.

We may use these records to:

  • verify recorded order events;
  • investigate safety, fraud, payment, privacy or policy issues;
  • enforce this Agreement;
  • respond to complaints, chargebacks, legal claims, regulator enquiries or law enforcement requests;
  • protect the rights, safety and property of Users, the Platform and the public.

Messages sent through the apps are not end-to-end encrypted. Message content is processed and stored on our servers in readable form, may be read by our staff, and may be forwarded to Support or to the other party through third-party support, messaging and notification services we use. Push notifications may contain the text of a message. Deleting or hiding a conversation in an app affects only what that device shows; it does not delete our records.

"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 the Customer 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.

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 and may correct the record, arrange a rebooking, or refund amounts paid, according to the facts and applicable law. Where we find that a record is inaccurate we will correct it, and where a service that was paid for was not supplied, or was not supplied as booked, we will return the amounts paid for it; the choice between a correction, a rebooking and a refund is a choice of remedy and is not a discretion to keep the money. We will tell you the outcome. Nothing in this clause limits any right you have under applicable law in respect of a service that was paid for and not supplied.

Because completion may be recorded by our system rather than by a Provider, a completed record is not by itself a statement by us that a Provider attended or performed the service, and where a Customer disputes it we may review the underlying records and correct the record.

Risk scores, internal rules, moderation methods and security decisions are confidential. We may decline to disclose details where disclosure would compromise safety, fraud prevention, privacy, trade secrets or legal compliance.

9. Payments

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 the Customer provides. 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. Whether a Payment Channel is offered for a Booking, and the currency in which that Booking is priced, are therefore determined by the Service Country and by the channels we have enabled for it.

Customer payments, refunds, settlements and payouts may be processed by third-party payment service providers. The Platform does not provide a wallet, stored value facility, e-money balance, remittance service or payment account.

A Booking is treated as paid only when the payment service provider confirms the payment to us. Some channels shown at checkout do not complete a payment online at all; where such a channel is selected, no amount is collected at that time and payment is arranged through Support.

An amount we collect from a Customer for a Booking is collected on the selected Provider's behalf, as clause 4 states, whether it is collected by us or by a nominee whose payment details we display. That capacity does not reduce our obligation to return an amount to the Customer, and the Customer claims the return from us and not from the Provider.

Refunds, adjustments and corrections are prepared and made by our staff rather than automatically by the apps. Whether an amount is owed is determined by this Agreement, the Service Terms and the Refund, Cancellation and Safety Policy; where any of them states that an amount is to be returned — in particular the entitlement in clause 4 — the return is not a matter of discretion, and we will make it without undue delay. What is handled case by case is the mechanics of making the payment, not whether it is owed. There is no automated refund, set-off, withholding or adjustment mechanism in the apps. A refund can be sent back through the payment service provider only for certain Payment Channels; otherwise it is arranged by other means. We have not published a fixed number of days for making a refund and this Agreement does not state one. That affects only how long the processing takes; it does not affect whether the amount is owed. Amounts and figures shown in either app are for display and are not a statement of account; our records govern.

Users must not use the Platform for money laundering, cash-out, sham transactions, fake bookings, stolen payment instruments, chargeback fraud, off-platform payments or other payment abuse.

We may delay, cancel, reverse, withhold or review transactions where permitted by law and reasonably necessary for fraud, safety, chargeback, refund, legal, tax, regulatory or policy reasons. Any withholding or set-off is limited to what is reasonably necessary to protect a legitimate interest and to the amount of actual loss or of amounts properly due, and is not applied as a penalty.

10. User Content, Reviews and Platform Display Content

Users are responsible for the content they submit, including messages, reviews, reports, profile information, documents and images.

You grant us a worldwide, non-exclusive, royalty-free licence to host, copy, process, display, translate, moderate and use your content to operate, protect and improve the Platform, handle disputes, enforce policies and comply with law.

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.

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. We may also hide an individual review, in which case it is removed from the public review list and from the review count, and the review list shown in an app may not include every review that exists.

We may remove, hide, edit, reject or restrict content that is unlawful, misleading, unsafe, abusive, private, irrelevant, manipulated, retaliatory, discriminatory, defamatory, sexually explicit, or otherwise inconsistent with this Agreement. We do not screen or moderate content or messages automatically before they are sent or published, and we do not undertake to review any particular item of content.

11. Disclaimers

THIS CLAUSE EXCLUDES CERTAIN GUARANTEES AND CERTAIN LIABILITY. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AND SUBJECT TO CLAUSE 13:

  • the Platform is provided on an "as is" and "as available" basis;
  • we do not guarantee uninterrupted access, error-free operation, provider income, customer demand, ranking, route accuracy, distance accuracy, message delivery, notification delivery, payment timing, therapeutic result, or the conduct of any User;
  • we do not guarantee that any Booking will be accepted, or that a Provider who accepts will attend or perform;
  • we do not guarantee the accuracy, completeness or reliability of Platform Display Content, of profile information supplied by a Provider, or of availability, duration or distance displays;
  • we do not guarantee that a record shown as completed reflects a service that was performed;
  • we do not endorse or guarantee User content, reviews, claims, documents or statements, and we do not verify licences, certificates, qualifications, training, insurance, work rights, criminal records or age;
  • we are not responsible for harm arising from a User's intentional criminal conduct, off-platform arrangements, private payments, unauthorised recording, misuse of personal data, or breach of this Agreement.

THIS CLAUSE DOES NOT EXCLUDE OR LIMIT ANY LIABILITY THAT CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW.

12. Limitation of Liability

THIS CLAUSE LIMITS THE AMOUNT WE MAY HAVE TO PAY YOU. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AND SUBJECT TO CLAUSE 13:

  • we are not liable for indirect, incidental, special, exemplary, punitive or consequential loss;
  • we are not liable for loss of profit, loss of business, loss of goodwill, loss of opportunity, loss of expected income, loss of data, or reputational loss;
  • for ordinary platform-related economic loss suffered by a Customer, our aggregate liability is limited to the higher of:
    • the platform service fee actually received by us for the disputed order; or
    • the amount separately stated in writing by us for this purpose, in the currency in which the disputed Booking was priced;
  • for ordinary platform-related commercial loss suffered by a Provider, the limitation in clause 17 of the Partner User Agreement applies, and this clause sets no separate, additional or lower limit for that Provider. Where a Provider is not subject to that agreement, the limit in the preceding sub-paragraph applies to that Provider as it applies to a Customer.

EACH LIMIT APPLIES TO THE AGGREGATE OF ALL CLAIMS BY THAT PERSON IN RESPECT OF THE SAME EVENT OR SERIES OF CONNECTED EVENTS.

Until we have stated an amount in writing for the purposes of this clause, the monetary limit on a Customer claim above does not apply at all, and we will not assert a limit calculated only from a platform service fee actually received by us.

Exceptions to the limit. No limit in this clause applies to, or reduces:

  • any obligation to return or refund an amount you paid to us, including where a service was not supplied or was not supplied as booked, and including the entitlement stated in clause 4;
  • any right or remedy you have under consumer protection legislation that applies to you;
  • any liability for a statement we made knowing it to be untrue;
  • any liability referred to in clause 13.

Persons protected. The disclaimers, exclusions and limitations in clauses 11, 12 and 13 are given for the benefit of the Company and of its affiliates, directors, officers, employees, contractors, payment partners and service providers, and each of them may rely on and enforce them. Apart from those persons and the persons indemnified under clause 14, no person who is not a party to this Agreement may enforce any term of it under any applicable third-party rights legislation.

13. Non-Excludable Liability

NOTHING IN THIS AGREEMENT EXCLUDES OR LIMITS LIABILITY:

  • for death or personal injury caused by our negligence;
  • for fraud, fraudulent misrepresentation, wilful misconduct or intentional wrongdoing by us;
  • for any right or remedy that cannot be excluded or restricted under applicable law, including under any consumer protection, unfair contract terms or data protection legislation that applies to you;
  • to the extent a court or regulator determines that a limitation is not enforceable.

Where liability cannot be excluded but can lawfully be limited, we limit our liability to the lowest enforceable amount and narrowest enforceable scope permitted by applicable law.

EACH EXCLUSION AND EACH LIMITATION IN THIS AGREEMENT IS SEVERABLE FROM THE OTHERS, AND IF ONE IS HELD UNENFORCEABLE THE OTHERS CONTINUE TO APPLY SO FAR AS THEY LAWFULLY MAY.

14. Indemnity

THIS CLAUSE REQUIRES YOU TO COMPENSATE US IN CERTAIN CASES. TO THE MAXIMUM EXTENT PERMITTED BY LAW, YOU AGREE TO INDEMNIFY AND HOLD US HARMLESS FROM CLAIMS, LOSSES, LIABILITIES, PENALTIES, COSTS AND EXPENSES ARISING FROM:

  • your breach of this Agreement or applicable law;
  • your intentional, reckless, negligent, fraudulent, violent, sexual, harassing or unlawful conduct;
  • your misuse of another person's personal data, address, chat, phone number, order information or identity information;
  • your off-platform transaction, private arrangement, unauthorised payment, or service outside the accepted order scope;
  • your false or misleading content, documents, qualifications, licences, reports or reviews;
  • your failure to pay fees, taxes, refunds, chargebacks or amounts owed.

This indemnity does not apply to the extent the claim or loss arises from our own breach, negligence or wrongdoing, and does not apply where the law does not permit an indemnity of this kind.

15. Suspension and Termination

We may suspend, restrict, terminate, delist, deactivate, withhold features, delay payment, cancel orders, or require you to submit your identity or profile documents again for manual reading by our staff, where reasonably necessary to protect Users, the Platform, or compliance with law. We do not operate any verification process, so nothing in this clause is a re-verification; it is a request for documents and a manual reading of them.

Where practicable and safe, we may provide notice. We may act without prior notice for urgent safety, fraud, privacy, payment, legal, regulatory, law enforcement or platform integrity reasons.

Amounts properly due to you for services already performed remain payable, subject to the Payout and Fee Policy and to any withholding permitted by clause 9.

16. Changes

We may update this Agreement. Material changes will be notified through the app, website, email, SMS, push notification or other reasonable method. Continued use after the effective date means acceptance of the updated Agreement, except where explicit consent is required by law or platform policy.

17. Contracting Party, Governing Law and Dispute Resolution

Contracting party. The Platform is operated by the Company, a company incorporated in Singapore whose registered name, unique entity number and registered address are as stated in clause 1 and as 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 Services, including the collection of payment on a Provider's behalf. The Company contracts separately with each Provider, and that contract is also for the Services. Neither contract is a contract under which the Company supplies a Massage Service to anyone: as clause 4 states, the Massage Service is supplied by the selected Provider to the Customer. No affiliate, local operator, agent, merchant or Provider is a party to this Agreement unless we state otherwise in writing.

Governing law and jurisdiction. This agreement, 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 agreement 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 agreement, 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 agreement. 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.

We may offer support, mediation, refund review or internal dispute handling, but these processes do not limit statutory rights that cannot be limited by contract.

18. 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 agreement and, for that place only, prevails over any inconsistent term of this agreement to the extent of the inconsistency. As at the date of this agreement, the only country appendix in force is the Singapore Appendix. No country appendix limits the governing-law or jurisdiction provisions above.

19. Singapore Appendix

This appendix applies where the service is performed in Singapore. It applies in addition to clauses 1 to 18.

Emergency numbers. If there is immediate danger in Singapore, contact the Police on 999, or the Police Emergency SMS on 70999 where it is unsafe or impossible to speak, or the Singapore Civil Defence Force on 995 for ambulance or fire, before contacting us.

Non-excludable rights. For the purposes of clause 13, the legislation referred to includes the Consumer Protection (Fair Trading) Act 2003, the Unfair Contract Terms Act 1977 as applied in Singapore, and the Personal Data Protection Act 2012. Any exclusion or limitation in this Agreement applies only so far as it satisfies the requirements of that legislation, including any requirement of reasonableness.

Licensing. Massage services in Singapore may require a licence or approval, including under the Massage Establishments Act and any subsidiary legislation or police licensing conditions made under it. It is for each Provider to determine what applies to that Provider's services and to obtain and maintain it. Nothing in this Agreement states that a home-visit massage service requires no licence or approval.

Data protection. Personal data relating to Singapore services is handled in accordance with the Privacy Policy that applies to your role and the Personal Data Protection Act 2012.

Currency and tax. Where the Service Country is Singapore, Bookings are priced in Singapore dollars. Where goods and services tax applies, it is dealt with as stated at checkout or in the Payout and Fee Policy.

Third-party rights. The third-party rights legislation referred to in clause 12 is the Contracts (Rights of Third Parties) Act 2001.

Monetary limit. Any amount stated in writing by us for the purposes of the monetary limit in clause 12 is, for services performed in Singapore, stated in Singapore dollars.