FurLinkTerms of Service
Last updated 5 November 2026
These terms apply when you use the FurLink app or joinfurlink.com. By creating an account or making or accepting a booking, you agree to them. Please also read our Privacy Policy.
1. About FurLink
FurLink is operated by FurLink Pte Ltd (UEN to be confirmed), Singapore. FurLink is a marketplace that connects pet owners ("owners") with independent pet care providers ("providers"). FurLink does not provide pet care itself. Each booking is an agreement between the owner and the provider. Providers are not FurLink employees or agents.
2. Your account
- You must be 18 or older to use FurLink.
- Give accurate information and keep it up to date. Keep your sign-in details private, and tell us if you think someone else has used your account.
- One person, one account. You can use the same account as an owner and as a provider.
3. Providers
- Provider profiles are reviewed and approved by FurLink before they appear to owners. Approval is not a background check or a guarantee of anyone's conduct.
- Providers can submit ID for review and verify their phone number. Badges on a profile show which checks they have completed.
- Boarding, and day care at the provider's home, are only open to providers holding a valid licence from the Animal and Veterinary Service (AVS) that we have checked. Providers must keep their licence valid and tell us if it changes.
- Providers set their own prices, services, availability and service area, and are responsible for their own conduct, taxes, licences and any insurance.
- Providers must deliver accepted bookings with reasonable care and skill, for the full booked duration, and keep the owner informed.
4. Owners
- Give accurate information about your pet, including temperament, health, vaccinations and special needs, and anything that could affect the safety of your pet, the provider or others.
- Be reachable around the booking time, and make sure the provider can access your home or your pet as agreed.
5. Bookings
- A booking request is an offer to the provider. The provider can accept or decline it.
- Once the provider accepts, you pay in the app. The booking is confirmed when payment is complete. If you don't pay by the deadline shown, the booking expires.
- Owners can ask to reschedule. A rescheduled booking needs the provider to confirm again.
- Extending a booking creates a new booking that is priced and paid separately.
6. Prices and payment
- The owner pays the price the provider sets, plus any extra-pet fees and add-ons, and an urgent fee if the booking starts within the provider's short-notice window. The full amount is shown before you pay. FurLink does not charge owners a booking fee.
- Payments are processed by Stripe, by card or PayNow. Prices are in Singapore dollars.
- FurLink keeps a commission of 12% of the provider's price, extra-pet fees and add-ons. Urgent fees go to the provider in full. The commission is deducted from the provider's payout.
- Providers are paid through Stripe after the service is completed and the earnings are released: when the owner confirms, or 24 hours after the service ends if there is no dispute. Providers must complete Stripe's payout setup before they can accept bookings.
- Bookings and payments that start on FurLink must stay on FurLink. Arranging payment outside FurLink for a booking made through FurLink is not allowed, and removes the protections in these terms.
- Referral credits have no cash value, can only be used as described in the app, and may be withdrawn if misused.
7. Cancellations and refunds
- Cancelling before the provider accepts, or before you pay, is free.
- Each service has a free cancellation window, set by the provider and shown before you book. If the owner cancels a confirmed booking after that window, the late cancellation fee shown in the app is kept and the rest is refunded. The provider receives the fee, less FurLink's commission.
- If the provider cancels a paid booking, or doesn't turn up, the owner gets a full refund.
- Booking requests the provider hasn't answered by the start time expire, and nothing is charged.
- Refunds go back to your original payment method through Stripe. Card refunds usually take 5 to 10 business days; PayNow refunds can take longer.
8. Completing a service
Providers complete a booking in the app after delivering the full booked duration and sharing at least two photos or videos from the service. If a service ends early, the owner is asked to confirm. Bookings that are checked in and not disputed complete automatically 48 hours after they end.
9. Problems and disputes
- If something goes wrong, raise a dispute in the app. Either the owner or the provider can do this, for example for a no-show, the quality of a service, damage or a safety concern.
- While a dispute is open, the provider's payout for that booking is held. FurLink reviews the evidence from both sides and decides whether to release the payment to the provider or refund the owner, in full or in part. Our decision on the payment is final within FurLink, but doesn't affect your legal rights.
- If an owner's bank reverses a payment (a chargeback), or a refund is made after the provider was paid, FurLink may recover that amount from the provider's future earnings.
- In an emergency involving a pet, contact a vet first, then tell us.
10. Reviews and content
- Owners can review a provider once per completed booking. Reviews must be honest and based on the actual service.
- You keep ownership of the photos, videos and text you upload. You give FurLink permission to store and display them to run the service, for example to show service updates to the owner and their Care Circle.
- Don't upload anything unlawful, misleading, abusive, or that you don't have the right to share.
11. Conduct and safety
Treat everyone with respect and put animal welfare first. FurLink may remove content, reject or remove a provider profile, or suspend or close an account that breaks these terms or puts pets or people at risk.
12. Location sharing
During walks and transport, the provider's app records their route while the service is in progress. The owner, and anyone in the owner's Care Circle, can follow it. Providers agree to this by starting such a service. Location isn't tracked when a service isn't in progress.
13. Liability
- FurLink provides the platform only. To the extent the law allows, FurLink is not liable for the acts or omissions of owners or providers, or for injury, illness, loss or damage arising from a service.
- To the extent the law allows, FurLink's total liability for any booking is limited to the commission FurLink earned on that booking.
- Nothing in these terms limits liability that cannot be limited by law.
14. Changes and ending your account
We may update these terms. We'll tell you about significant changes in the app or by email, and the new terms apply to bookings made after the update. You can delete your account in the app at any time, unless a booking is in progress or a dispute is open.
15. Governing law
These terms are governed by the laws of Singapore, and the courts of Singapore have jurisdiction.