1. Definitions

In these Terms of Use, the following words have the following meanings:

Agent means a licensed real estate agent.

Agreement means these Terms of Use and the Privacy Policy.

App means any smartphone application that You download.

App Network means the Apple App Store, Google Play or any other app download network.

Software means a browser application offered by Snug.

Confidential Information means information relating to this Agreement, the Website or the Services that You ought reasonably to know is confidential such as renter application details, and includes all information regarding Fees and pricing discounts offered to You.

Data means any data that You input into the Website or that is collected with Your authority.

Fees means the fees for the Services as published on the Website or as otherwise agreed with Us or notified to You from time to time.

GST means Goods and Services Tax or equivalent value added tax in Your jurisdiction.

Intellectual Property Right means any patent, trade mark, service mark, copyright, moral right, right in a design, know-how and any other intellectual or industrial property rights, anywhere in the world whether or not registered.

Owner means a User or Member who is a property owner or, where the context permits, an Agent or Property Manager acting on behalf of the Owner.

Partner Services means services offered by third party businesses or organisations.

Property Manager or Manager means a person authorised to manage a property via Snug and includes an Owner, Owner’s representative or an Agent who holds a qualification from a relevant authority.

Related Body Corporate has the meaning given to that term in Section 50 of the Corporations Act 2001 (Cth).

Renter means a User or Member who rents a property that is managed via the Website by an Owner or Property Manager.

Services or Service means the services provided by Us that are designed to assist Property Manager manage their rental properties and Renters pay their rent (as may be changed or updated from time to time by Us) via the Website, App and any other platform operated by Us from time to time and includes, without limitation, tenant selection, property management, rent collection, payment services, and introducing You to Partner Services such as Snug’s rental bond products.

Service Provider means a person who offers services to other Users of our Website by advertising their services on the Website.

Snug, Rentbook, We, Our or Us means Snug Technologies Pty Ltd (ACN 616 484 292) trading as ‘Snug’ and ‘Rentbook’ and includes any Related Body Corporate.

Website means the internet site located at snug.com and www.rentbook.com.au or any other site operated by Us and includes the App. You, User or Member means an Owner or Renter or Property Manager or Agent or Service Provider as the context permits. Your has a corresponding meaning.

2. Use of Software

Subject to the terms of this Agreement, Snug grants You the right to access the Website and to use the Service via the Website. This right is non-exclusive, non-transferable, and limited by and subject to this Agreement.

3. Appointment as agent

If You are a Property Manager, You appoint Us as Your online agent and authorise Us to act as Your agent for the limited purpose of providing to You the Services You select via the Website that are available in Your jurisdiction. This may mean advertising Your property, recommending a tenant, issuing a lease, collecting rent and issuing notices or engaging Partner Services or Service Providers. Snug will not act as Your agent for any other purpose. For the avoidance of doubt, Snug does not physically manage the property.

4. Your Obligations

4.1 Payment obligations

1. In consideration for the Service, You must pay the Fees specified on the Website at the time of purchase for the specific Services acquired by You plus any applicable GST.
2. All Fees quoted are inclusive of GST.
3. We will issue You with a Tax Invoice in respect of the Fees in accordance with the GST Act or taxes applicable in Your jurisdiction.
4. Depending on the Services You acquire, You may be charged the following Fee types:
   1. Monthly Software Subscription - where Fees are charged in respect of a service that may only be accessed via a monthly subscription, You will be charged monthly and in advance.
   2. Product or Service - Subject to receipt of an invoice in accordance with this clause, You may be required to pay Fees upfront for any product, service or third party service purchased and must pay to Us any unpaid additional Fees associated with the selected product or service including any GST within 7 days of receipt of the Tax Invoice.
5. We reserve the right to change the Fees advertised on the Website at any time.

4.2 Free Trial Periods and Discounts

1. We may run temporary promotions and offer discounts. Such promotions and discounts may be subject to additional terms and conditions.
2. All times and dates specified in promotions are deemed to be the local time in Sydney, Australia, unless otherwise stated.

4.3 Payment Gateway

We accept payment of all Fees via Snug Pay and third party payment providers such as Stripe or PayPal and in some limited cases, such as Bonds, by direct payment. In entering into this Agreement and using the Services, You warrant that You have familiarised Yourself with, and agree to be bound by, the applicable terms and conditions of use, privacy policy and other relevant legal documentation of the payment gateway provider used.

4.4 Authority

If You access the Website in order to manage a property owned by another person or entity, You warrant and agree that You have all necessary consents, approvals, authorities, licenses and qualifications necessary in order to act on their behalf and that You have the authority to agree to these Terms of Use on behalf of that person or entity.

4.5 Account Creation and Security

1. You must create an account in order to receive the Services and access the benefits of the Website;
2. You may not create an account if You lack capacity to enter into a binding agreement with Us. If You are under 18 years of age, You must obtain the consent of Your parent or legal guardian;
3. In order to create an account, You must provide Us with Your full name, Your postal address, Your email address, mobile phone number and other information requested during the account registration process;
4. You warrant that all information You provide during the account registration process is accurate and that You will keep Your information up to date;
5. When You create an account, You must select a login name and a password for the Website. The password You select must not be easily guessable and should be reasonably secure;
6. Your logon credentials must be kept confidential to You. You must not share Your logon credentials with any other person;
7. You must immediately notify Us of any unauthorised use of Your logon credentials or any other breach of security; and
8. You agree that You will be responsible for Your use and any activity that occurs as a result of the use of Your logon credentials;

4.6 Acceptable Use

You agree that, subject to any applicable laws:

1. You may only use the Website and the Service for lawful purposes, in accordance with this Agreement and any condition posted on the Website;
2. You must not provide false information when registering or changing Your registration details unless a pseudonym is permitted by Us;
3. You must not attempt to undermine the security, performance, functionality or integrity of Our systems and networks or, where the Services are hosted by a third party, that third party's computing systems and networks;
4. You must not attempt to gain access to any materials other than those to which You have been given express permission to access or to the computer system on which the Services are hosted;
5. You must not access the service to compete with Us, cause disrepute or for any other use not comtemplated by this agreement or expressly authorised by Us;
6. You must not violate the rights, trademarks, intellectual property or trade secrets of another party;
7. You must not transmit, or input into the Website, any: files that may damage any other person's computing devices or software, content that may be offensive, or material or Data in violation of any law (including Data or other material protected by copyright or trade secrets which You do not have the right to use);
8. You must not use the Website or any communication tool available on the Website for posting or disseminating any material unrelated to the use of the Services, including (but not limited to): offers of goods or services for sale, unsolicited commercial e-mail, content that may be offensive to any other Users of the Services or the Website;
9. when You make any communication on the Website, You represent that You are permitted to make such communication, and You recognise that We are under no obligation to ensure that the communications on the Website are legitimate, or that they are related only to the use of the Services, however, We reserve the right to remove any communication at any time in Our sole discretion;
10. You must not attempt to modify, copy, adapt, reproduce, disassemble, de-compile or reverse engineer any computer programs used to deliver the Services or to operate the Website except as is strictly necessary to use either of them for normal operation; and
11. You agree to accept sole responsibility for the legality of Your actions under the laws which apply to You. You agree that We and Our directors, officers, employees, agents, contractors, successors, assignees and suppliers have no responsibility for the legality of Your actions. Moreover, You agree to comply with the laws and regulations of Your jurisdiction.

4.7 Usage Restrictions

Use of the Service may be subject to limitations, including but not limited to monthly transaction volumes and restrictions regarding the number of properties that may be managed using the Website. Any such limitations will be advised from time to time.

4.8 Communications

1. You are exclusively responsible for ensuring that all communications You send using the Website or send to Us are true, complete and accurate. If You are or ought reasonably to be aware that a communication has been corrupted, You must retransmit or re-send that communication as soon as practicable.
2. We are not responsible for the accuracy of anything another User posts or submits to Our Website, nor are We responsible for the online or off-line conduct of other Users.
3. You agree not to use any of the communication services offered by the Website to transmit or communicate inappropriate, unlawful or offensive material or to discriminate based on race, gender, sexuality, age, disability or any other attribute protected by law.
4. You agree not to engage in abusive, defamatory or harassing behaviour, or to engage in any other conduct that may bring Snug into disrepute.

5. Product Specific Terms

5.1 Snug BondCover

1. Please refer to the BondCover Terms and Conditions for details.

5.2 Snug Match

1. Snug Match is a patent pending service which utilises various human inputs, third party data and algorithmic methods to dynamically calculate a Match Score which can be used to match renters, owners, properties and products among other things.
2. You agree that a Match Score is highly subjective and its effectiveness or otherwise depends upon the accuracy and completeness of the information You provide to Us as well as the information provided to Us by third parties. A Match Score is created solely for Your convenience and does not constitute, expressly or impliedly, an endorsement by Us of the information upon which it is based. You therefore acknowledge that a Match Score cannot be relied upon without verification and that You must conduct your own due diligence before communicating or transacting with another party.
3. You agree that property reports and market insights provided by Snug are indicative and approximate and shall not be relied upon by You and in the event that You share such reports with third parties, You will advise those third parties of their limitations as specified in this clause.

5.3 Snug Pay

1. Snug offers a payment processing service (Snug Pay) for the collection of fees for advertising, the collection of rent, payment of utilities, payment of bonds and payment for other services related to renting or managing property. This payments service is provided for these purposes only and for no other purposes.
2. You must be at least 18 years of age and possess legal authority to enter into this agreement in order to use Snug Pay in accordance with these terms and conditions. You also agree that all information supplied by You in using Snug Pay will be true and accurate.
3. Any speculative, false or fraudulent use of Snug Pay is strictly prohibited. You must only use Snug Pay to enter into transactions or make legitimate purchases for You or another person for whom You are legally authorised to act. You acknowledge that if Snug deems, in its absolute discretion, that You have misused Snug Pay this may result in You being denied access to the Website.
4. You agree to provide any information and documents reasonably required by Snug to comply with any applicable anti-money laundering or counter-terrorism financing laws including any applicable laws imposing know your customer or other identification checks or procedures with which Snug is required to comply . All parties must comply with any anti-money laundering or counter terrorism financing laws which are applicable to it and to the maximum extent permitted by law, each party releases each other party from any confidentiality, privacy or general law obligations that they would otherwise owe to the extent that the existence of these obligations or laws would otherwise prevent compliance with this clause.
5. You agree and acknowledge that Snug is not a party to the contractual relationship between Renters and Property Managers and/or Service Providers. You therefore agree that where a refund is owed this must be obtained from the person to whom a payment was remitted by Snug and not Snug. You therefore agree that:
   1. if You make a payment by credit card You will not seek to obtain a charge back from Your credit card provider and, in the event that You obtain a charge back in breach of this clause You indemnify Snug for all losses or damages of any kind suffered as a result of that charge back; and
   2. notwithstanding sub-paragraph (i), if You receive funds from Snug in respect of a payment that has been collected by Snug via credit card and a charge back is charged to Snug in respect of that payment, You will reimburse to Snug and indemnify Snug for all losses or damages of any kind suffered as a result of that charge back.
6. Where there is a dispute, including as to an amount that has been paid via Snug Pay or as to whether a refund should be paid, this dispute should be managed between the parties directly. Snug only collects payment in accordance with the instructions of Property Managers or Service Providers and is not a party to any dispute that may arise and will not mediate between the parties.
7. Where You use Snug Pay You may be charged a processing fee. All fees and charges associated with Snug Pay are fully disclosed at the time of purchase.
8. On receipt of funds from You, Snug may hold those funds on behalf of the recipient until such time as they are remitted to them, refunded to You (in the event that We are instructed to provide You with a refund) or transferred to Us in order to pay our fees and charges. No interest will be payable by Us to You or the ultimate recipient of the funds on amounts held by Us.

6. Confidentiality

6.1 Unless the relevant party has the prior written consent of the other party or unless required to do so by law:

1. each party will preserve the confidentiality of all Confidential Information of the other obtained in connection with this Agreement; and
2. neither party will, without the prior written consent of the other, disclose or make any Confidential Information available to any person, or use the same for its own benefit, other than as contemplated by this Agreement.

6.2 The obligations of confidentiality contained in this clause do not apply to any information which:

1. is or becomes public knowledge other than by a breach of this Agreement;
2. is received from a third party who lawfully acquired it and who is under no obligation restricting its disclosure;
3. are disclosed in confidence to Your professional advisors;
4. is in the possession of the receiving party without restriction in relation to disclosure before the date of receipt from the disclosing party; or
5. is disclosed in accordance with and as contemplated by this Agreement.

7. Ratings and reviews with non-disparagement

1. We may request that You provide a rating or review of a person, entity or service such as a building, property, Renter, Owner, Property Manager, Agent, Service Provider or Partner Service.
2. You agree that the ratings and reviews form part of the website data and You grant Us an exclusive, royalty free, worldwide licence to use or reproduce Your ratings and reviews.
3. We may publish the rating or review content in full or in part and modify the content of Your ratings and reviews for any reason (or no reason) at our sole discretion. We may also remove any rating or review from the Website for any reason (or no reason) at our sole discretion.
4. We will reasonably protect Your privacy and display Your personally identifying details only when authorised by You.

8. Intellectual Property

8.1 The Website and all content forming part of the Website are protected by intellectual property laws. You acknowledge and agree that We own, control or have licensed all legal right, title and interest in and related to the Website, including all Intellectual Property Rights.

8.2 Except where permitted under applicable laws, any of the Website’s content (including any substantial part of it) must not otherwise be used, stored, copied, reproduced, published, altered, adapted, distributed, printed, displayed, transmitted or commercialised in any form or by any means in whole or part without Our prior written consent.

8.3 If You correspond or otherwise communicate with Us (including if You post a rating or a review), You automatically grant to Us an irrevocable, perpetual, non-exclusive, royalty-free, world-wide license to use, copy, display and distribute the content of Your communication, and to prepare derivative works or incorporate the content into other works. This may include, but is not limited to, publishing testimonials on Our Website, and developing Your ideas and suggestions for new or improved products or services.

8.4 Title to, and all Intellectual Property Rights in, the Data remain Your property. However, Your access to the Data is contingent on full payment of the Fees as and when they fall due.

8.5 You must maintain copies of all Data You input into the Service. We adhere to best practice policies and procedures to prevent data loss, but do not make any guarantees that there will be no loss of Data. We expressly exclude liability for any loss of Data no matter how caused (including without limitation if caused by negligence).

9. Warranties and Acknowledgements

9.1 You warrant and agree that:

1. You have read and understood this Agreement and agree to comply with this Agreement at all times;
2. You have not been induced to enter into agreeing to this Agreement by reason of any promise, representation, warranty or guarantee or undertaking whatsoever other than as is expressly stated in this Agreement;
3. You have been given the opportunity to take legal and or financial advice on the terms of this Agreement and make Your own decision as to the suitability or otherwise of this service for You;
4. You have obtained all third party approvals necessary for You to agree to this Agreement;
5. We are not responsible for the online or offline conduct of Members. For the avoidance of doubt, this means, for example, that We are not responsible for the physical condition of any property managed using the Website, any damage caused to a property by a Member or the failure of a Renter to pay rent or utilities or other debts incurred; and
6. You will comply with all laws that apply to You and Your use of the Website, and in the case of Property Managers and Renters all laws relating to the rental of the property. If You are an Owner, this includes Your obligations as a landlord.

9.2 You acknowledge that:

1. You are authorised to use the Services and Website, and to access the information and Data that You input; and
2. You are authorised to access the processed information and Data that is made available to You through Your use of the Website and the Services (whether that information and Data is Your own or that of anyone else).

9.3 We do not warrant that the use of the Service will be uninterrupted or error free. The systems used for accessing the Service can be unpredictable and may from time to time interfere with or prevent access to the Services. We are not responsible for any such interference or prevention of Your access to or use of the Services.

9.4 You remain solely responsible for complying with all applicable laws. It is Your responsibility to check that storage of and access to Your Data via the Service and the Website will comply with laws applicable to You (including any laws requiring You to retain records).

10. Third Party Websites, Third Party Services and Integration Services

10.1 The Website may contain links to other web sites or services controlled by third parties. You agree that We are not responsible for any act or omission of, or the content or privacy practices of websites or services that are controlled by third parties.

10.2 Links to websites or services controlled by third parties are provided solely for Your convenience and do not constitute, expressly or impliedly, an endorsement by Us of the third party, or the products or services provided by the website or third party service provider.

10.3 You access the sites and/or use the products and services offered by third parties solely at Your own risk and should make Your own enquiries before relying on any content contained in such websites.

10.4 You indemnify and release Us from any claims that You or Your Invited Users may make against Us in respect of the matters referred to in this clause howsoever arising including in contract, tort (including negligence), or otherwise including without limitation loss of an indirect or consequential nature.

11. Limitation of Liability

11.1 You warrant and represent that You are acquiring the right to access and use the Services for business purposes and that, to the maximum extent permitted by law, any statutory consumer guarantees or legislation intended to protect non-business consumers in any jurisdiction does not apply to the supply of the Services, the Website or this Agreement.

11.2 Except as required by law, We give no warranty regarding the Services including, without limitation, in relation to whether the Services will meet Your requirements or that it will be suitable for any particular purpose. To avoid doubt, all implied conditions or warranties are excluded in so far as is permitted by law, including (without limitation) warranties of merchantability and fitness for purpose.

11.3 Notwithstanding the above and notwithstanding any other provision in this Agreement, We do not purport to restrict, modify or exclude any liability that cannot be excluded under the Australian Consumer Law, the Competition and Consumer Act 2010 (Cth) or the Fair Trading Acts in each of the States and Territories of Australia.

11.4 Where any condition, warranty or right is implied by law, or there is a statutory consumer guarantee that cannot be excluded, We limit Our liability for breach of, or other act contrary to, that implied condition, warranty or right or statutory consumer guarantee to the extent permitted by law. In particular, to the extent possible, We limit Our liability in respect of any claim to, at Our option:

1. the supply of Our Services again; or
2. the payment of the cost of having the Services supplied again.

11.5 Without limiting and subject to the foregoing, to the maximum extent permitted by law, We exclude all liability and responsibility to You in contract, tort (including negligence), or otherwise, for any loss (including without limitation loss of an indirect or consequential nature) or damage resulting, directly or indirectly, from any use of, or reliance on, the Service or Website. Any reliance You place on, or any act done based on or in response to, the content of the Service or the Website will be at Your own risk. You indemnify and release Us against any claim for loss or damage of any kind suffered by You or any other person as a result of Your use or reliance, or the use or reliance on the Service, the Website or its contents.

12. General Indemnity

You indemnify Us and will keep Us indemnified against all claims, costs, damage and losses (including legal costs and expenses) or liability arising from Your breach of this Agreement or any obligation You may have to Snug, including (but not limited to) any costs relating to the recovery of any Fees that are due but have not been paid by You, or to a breach of any of the warranties provided by You.

13. Termination

13.1 You may terminate this Agreement at any time through the Website and we will immediately send a notice acknowledging termination.

13.2 If You cancel Your account, any or all of Your Data and other information You have entered into the Website may be deleted. It is recommended that You retain a copy of any Data You have entered into the Website before cancelling Your account.

13.3 We reserve the right to suspend or terminate the Website, Your access to the Website and to Your Data and to terminate this Agreement at any time for any reason (or no reason).

13.4 Notwithstanding and without limiting the above, We may in Our sole discretion terminate this Agreement and Your use of the Services and the Website, suspend for any definite or indefinite period of time Your use of the Services and the Website or suspend or terminate Your access to all or any of the Data by notice to You if:

1. You have committed a breach of this Agreement that is incapable of remedy; or
2. You have committed a breach of this Agreement that is capable of remedy (including without limitation non-payment of any Fees) but have failed to remedy that breach within 7 days of receipt of notice requiring You to do so; or
3. You or Your business become insolvent or Your business goes into liquidation or has a receiver or manager appointed of any of its assets or if You become insolvent, or make any arrangement with Your creditors, or become subject to any similar insolvency event in any jurisdiction.

13.5 If this Agreement or Your access to the Service is terminated or suspended, You must not access, browse or visit the Website or Service.

13.6 Termination of this Agreement is in all cases without prejudice to any rights and obligations of the parties accrued up to and including the date of termination.

14. Variation

We reserve the right to vary these Terms of Use, including Our pricing at any time on the provision of 14 days’ notice. Your continued use of the Website and the Service following a variation constitutes acceptance of that variation.

15. App-Specific Provisions

15.1 The provisions of this clause apply only to Your use of any App.

15.2 By downloading and/or using Our App, You agree that You have entered into an agreement with Us, and not with Apple or Google. We are solely responsible for any product warranties, if any, pertaining to the App, whether express or implied by law, to the extent they are not otherwise effectively disclaimed in this agreement.

15.3 By downloading the App from an App Network, Snug grants You a non-transferable license to use the App on any iPhone, iPod touch or other relevant device that You own or control as permitted by the usage rules of the App Network and their terms of service.

15.4 The parties both acknowledge that neither Apple nor Google have any obligation whatsoever to furnish any maintenance or support services with respect to the App.

15.5 In the event of any failure of the App to conform to any applicable warranty and where the warranty relates to Your use of a version of the App downloaded through the App Store You may notify Apple, and Apple will refund the purchase price for the App to You (if any); and, to the maximum extent permitted by applicable law, Apple will have no other warranty obligation whatsoever with respect to the App, and any other claims, losses, liabilities, damages, costs or expenses attributable to any failure of the app to conform to any warranty, if any, will be Our sole responsibility.

15.6 The parties acknowledge that Snug, and not Apple or Google, are responsible for addressing any of Your claims relating to the App or Your possession and/or operation of the App, including, but not limited to: (i) product liability claims made in respect of the App; (ii) any claim that the App fails to conform to any applicable legal or regulatory requirement; and (iii) claims arising under consumer protection or similar legislation in respect of the App.

15.7 The parties acknowledge that Snug, and not Apple or Google, are responsible for any claim that the App infringes any third party intellectual property rights and that Snug, and not Apple or Google, will be solely responsible for the investigation, defence, settlement or discharge of any intellectual property infringement claim.

15.8 You represent and warrant that (i) You are not located in a country that is subject to a U.S. Government embargo, or that has been designated by the U.S. Government as a “terrorist supporting” country; and (ii) You are not listed on any U.S. Government list of prohibited or restricted parties.

15.9 The parties each acknowledge and agree that Apple and Google, and Apple’s and Google’s respective subsidiaries, are third party beneficiaries of this Agreement, and that Apple and Google will each have the right (and will be deemed to have accepted the right) to enforce this Agreement against You as a third party beneficiary of this Agreement.

15.10 Apple and App Store are trademarks of Apple Inc., registered in the U.S. and other countries. Google and Google Play are trademarks of Google Inc.

15.11 For the avoidance of doubt, the parties state that nothing in this clause is intended to limit, exclude or modify any other provision of this Agreement.

16. Survival

Clauses 6 to 17 (inclusive) survive the expiry or termination of these Terms.

17. General

17.1 This Agreement supersedes and extinguishes all prior agreements, representations (whether oral or written), and understandings and constitutes the entire agreement between You and Us relating to the Services and the other matters dealt with in this Agreement.

17.2 A failure or delay by Us to exercise a power or right under this Agreement does not constitute as a waiver of that power or right, and the exercise of a power or right by Us does not preclude Our future exercise or the exercise of any power or right by or on behalf of Us.

17.3 If a provision of this Agreement is declared or determined by any court to be void, invalid or unenforceable at law, that provision is hereby severed from and deemed not to be part of this Agreement, and the remaining provisions will continue to apply with such deletions or modifications as necessary to make them valid, effective and enforceable. Removal of any provision of this Agreement will not affect the validity of what remains.

17.4 Save for any limited appointment provided by clause 4.4, nothing contained or implied in this Agreement creates a relationship of partnership, employment, agency or trust. Neither party has the authority to bind the other party in any way

17.5 This Agreement are governed by, construed and enforced in accordance with the laws of New South Wales, Australia. Disputes arising from this Agreement are exclusively subject to the jurisdiction of the courts of New South Wales, Australia.

17.6 You may not assign or transfer any rights to any other person without Our prior written consent. Snug may assign or transfer its rights and obligations under this Agreement on the provision of notice to You.

17.7 Any notice given under this Agreement by either party to the other must be in writing by email and will be deemed to have been given on transmission. Notices to Us must be sent to notices@snug.com or to any other email address notified by email to You by Us. Notices to You will be sent to the email address which You provided when setting up Your access to the Service.

17.8 Subject to clause15, a person who is not a party to this Agreement has no right to benefit under or to enforce any term of this Agreement.

17.9 The Website may be accessed throughout Australia and overseas. Snug makes no representations that the content or the Services offered by the Website complies with the laws (including residential tenancy and intellectual property laws) of any country outside Australia. If You access this Website from outside Australia or use this Website to manage a property that is located outside Australia, You do so at Your own risk and are responsible for complying with the laws in the place where You access this Website and/or the place in which Your property is located.

18. Complaints

18.1 If You are dissatisfied with a Snug service for any reason, please contact our customer service team in the first instance. If You are not satisfied with the response provided by Our customer service team and You wish to progress the matter and lodge a complaint, please email complaints@snug.com. We will try to resolve the complaint within 10 business days.