Terms & conditions

Last updated 5 October 2026

These terms are the agreement between you and Pawget for your use of the Pawget app and any booking you make through it. By creating an account or making a booking, you accept them. Please read them — especially the sections on payment, cancellations and your pet.

1. Who we are

Pawget is a pet-services booking platform operating in Malaysia ("Pawget", "we", "us"). You can reach us any time from Me → Contact us in the app, or by email at support@pawget.co.

2. What Pawget does — and does not do

Pawget is a marketplace. We list pet shops, groomers, boarding hotels and daycare operators ("merchants"), take your booking and collect payment on their behalf.

The service itself — grooming, boarding, daycare, training, retail — is provided by the merchant, not by Pawget. Each merchant is an independent business, responsible for the care of your pet, the standard of their work, their staff, premises and their own licences and insurance. We are not your pet's carer and we are not a veterinary service.

3. Your account

You must be at least 18 and able to enter a contract. Sign-in is by your Malaysian mobile number and a one-time code, so keep that number current — booking confirmations, reminders and codes go to it.

Keep your account to yourself. Anything done through your account is treated as done by you, so if you lose your phone or your number changes, tell us straight away. Give us accurate details about you and your pets; a booking made on wrong information may be refused at the shop.

4. Making a booking

When you confirm a booking, we hold the slot, room or daycare place for you and ask you to pay. The hold lasts for a short window — 15 minutes at the time of writing, and always shown to you at checkout. If payment is not completed inside that window, the booking is cancelled automatically and the slot is released for someone else.

A booking is confirmed only once payment has gone through. Until then nothing is reserved. A single booking covers one shop; you can combine services, a hotel stay, daycare and products for one or more pets in the same booking and pay once.

Merchants set their own opening hours, capacity and rules, and may contact you to confirm details before the appointment.

5. Prices and payment

Prices are set by the merchant and shown in the app in Malaysian Ringgit, including any tax the merchant applies. The total you see at checkout is what you pay.

Bookings made in the app are paid in advance through our licensed payment provider, using FPX online banking or a supported e-wallet. Pawget does not see or store your card, bank or wallet credentials. Voucher codes are subject to their own conditions and may be limited by shop, product or date.

A booking made in the app is also changed and paid for in the app. If the shop needs to change it on the day — your pet's final size or coat condition is confirmed at drop-off, you ask for an extra treatment, or you want more nights — the shop proposes the change in the app with the reason and the new price. You approve and pay the difference before the work starts; if the change lowers the price, the difference is refunded. Products you buy over the counter are a separate purchase paid to the merchant directly.

6. Changing or cancelling a booking

You can cancel in the app for a full refund if either: it is within 20 minutes of your payment going through (so a mistaken booking costs you nothing), or the booking starts at least 24 hours from now. The exact windows are shown on the booking.

Inside 24 hours of the start, the app will ask you to contact the shop. A late cancellation is at the merchant's discretion, because they may have turned other customers away or already prepared for your pet. Not turning up without cancelling ("no-show") is not refundable.

To move a booking to another time, contact the shop — they can reschedule it for you. If a merchant cancels on you, or cannot provide what you booked, you get a full refund.

A shop may propose a change to your booking (for example a surcharge for a heavily matted coat, or a larger size than booked) but never force one. You decide in the app: approve and pay the difference, keep the original booking as paid, or — if the service has not started — cancel the whole booking for a full refund with no cancellation fee, whatever the timing. The merchant must then either perform the booking as originally paid or cancel it at no cost to you. A proposal you do not answer lapses on its own and the original booking stands.

If a shop cannot open on the day you booked (illness, flood, an emergency), it records the closure in Pawget and you are told at once by notification, SMS and email. You choose in the app: accept the new time the shop proposes (nothing more to pay — the price is unchanged), or take a full refund. If you do not choose by the deadline shown, the booking is refunded in full automatically. There is never a cancellation fee for you when the shop is the one who cannot deliver.

7. Refunds

Refunds are paid by bank transfer to the refund bank account you save under Me → Payments & refunds. Once an account is saved, every refund we owe you is sent automatically, usually within minutes, and the app shows when it is on its way and when it has been sent. Without a saved account the refund waits for you to add one — nothing is lost. A transfer that bounces (for example a mistyped account number) is held and our team contacts you. The amount is always shown on the booking before and after it is sent.

8. Drop-off and pickup

Your booking carries a drop-off code to show at the counter and, at collection, a pickup code the shop reads to you which you confirm in the app. These protect your pet — they are how the shop knows the right person is dropping off and collecting. Do not share them with anyone you are not sending to collect your pet.

Arrive at the time you booked and collect on time. Late collection may attract charges from the merchant, and repeated late collection may mean a shop declines future bookings.

9. Your pet's health, vaccinations and behaviour

You must tell the merchant anything that affects your pet's care: vaccinations, medication, allergies, medical conditions, past injuries, and any history of biting, fear or aggression. Use the note box at checkout, or call the shop.

Merchants may require proof of vaccination, and may refuse or stop a service to protect your pet, other animals or their staff. If your pet needs urgent veterinary attention while in a merchant's care, you authorise the merchant to arrange it, and you are responsible for the veterinary costs. Do not bring a pet that is unwell or contagious.

10. Ratings, reviews and anything you post

You can rate a booking once it is completed, one rating per booking. Ratings must describe a booking you actually made. By posting a rating or comment you allow us to display it in the app alongside the shop, with your first name and last initial.

We may remove content that is false, abusive, discriminatory, reveals someone else's personal information, or breaks the law. We do not remove a review simply because a merchant disagrees with it.

There is no tolerance for objectionable content or abusive users. You can report any review (tap the ... on it) or block its author so you never see their reviews again. We review every report within 24 hours, remove content that breaks these rules, and may suspend the account that posted it.

11. Using the app properly

Please do not: make bookings you do not intend to keep, use someone else's payment details, try to get around paying through the platform when the booking was made on it, copy or scrape our listings, interfere with the app's security, or use Pawget for anything unlawful. We may suspend or close an account that does.

12. Our responsibility to you

We are responsible for running the platform: taking your booking accurately, passing it to the merchant, handling your payment and refund correctly, and keeping your data as described in our Privacy policy.

We are not responsible for the acts or omissions of a merchant, including the quality of a service or injury, illness or loss occurring in their care. Where Pawget is liable to you, our liability is limited to the amount you paid for the booking concerned.

Nothing in these terms removes rights you have under Malaysian law, including the Consumer Protection Act 1999, that cannot be excluded.

13. If something goes wrong

Raise it with the shop first — their number is on their page in the app, and most problems are solved fastest by the people who saw your pet. If that does not resolve it, use Me → Contact us with your order number and we will look into it and help mediate. These terms are governed by the laws of Malaysia.

14. Changes and closing your account

We may update these terms as the service changes; the date at the top tells you the current version, and material changes are announced in the app. Continuing to use Pawget after a change means you accept the new terms.

You can ask us to close your account at any time from Me → Contact us. We keep booking and payment records we are required to keep (see the Privacy policy) and remove the rest.