Terms of Service

1. Acceptance of Terms

By accessing or using Otter ("the Platform"), you agree to be bound by these Terms of Service. If you do not agree with any part of these terms, please do not use the Platform.

2. Description of Service

Otter provides an online marketplace that connects travellers ("Guests") with outdoor accommodation providers ("Hosts"). We facilitate the discovery and booking of stays but do not own, operate, or manage any listed properties.

3. User Accounts

You must provide accurate and complete information when creating an account. You are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account.

4. Bookings and Payments

When you make a booking through the Platform, you enter into a direct agreement with the Host. Otter processes payments on behalf of Hosts. All prices are displayed in Malaysian Ringgit (MYR) unless otherwise stated. Payments are processed securely through our third-party payment providers.

5. Fees

Creating an account and listing a property on Otter is free. Guests pay a booking service fee, currently 5% of the booking amount with a minimum of RM3.00, shown at checkout before payment is made. Hosts currently receive the full booking amount with no commission deducted.

Otter may modify its fees or introduce new fees, including fees payable by Hosts, by giving reasonable advance notice via email or a notice on the Platform. Fee changes do not apply to bookings confirmed before the change takes effect.

6. Host Payouts

Otter holds the booking amount from the time a Guest pays until the Host records the Guest's check-in through the dashboard. Once check-in is recorded, the booking amount becomes available for withdrawal. Hosts may request a withdrawal to their registered bank account at any time; transfers are processed within 1 to 3 business days.

If a booking is cancelled or refunded before check-in, the funds are handled according to the applicable cancellation policy (see Section 7). Otter may withhold or reverse a payout where it reasonably suspects fraud, a payment dispute, or a breach of these Terms, and will notify the Host when it does so.

7. Cancellations and Refunds

Cancellation policies are set by individual Hosts and displayed on each listing. Refunds, if applicable, will be processed according to the Host's cancellation policy. Otter reserves the right to issue refunds at its discretion in exceptional circumstances.

8. User Conduct

You agree not to:

• Use the Platform for any unlawful purpose
• Misrepresent your identity or provide false information
• Interfere with or disrupt the Platform's functionality
• Attempt to gain unauthorized access to other accounts or systems
• Scrape, copy, or redistribute content from the Platform without permission

9. Host Responsibilities

Hosts are responsible for the accuracy of their listings, compliance with local laws and regulations, maintaining safe and habitable accommodations, and honouring confirmed bookings.

10. User Content

Hosts and Guests retain ownership of the content they submit to the Platform, including listing photos and descriptions, reviews, and messages ("User Content"). By submitting User Content, you grant Otter a non-exclusive, worldwide, royalty-free licence to host, display, and distribute that content for the purpose of operating and promoting the Platform.

You may export your User Content and booking data at any time. You are responsible for ensuring your User Content does not infringe the rights of others. Otter may remove User Content that violates these Terms or applicable law.

11. Intellectual Property

The Platform itself, including its logos, design, text, graphics, and software, is the property of Otter or its licensors and is protected by applicable intellectual property laws. These rights do not extend to User Content, which is governed by Section 10.

12. Limitation of Liability

Otter acts as an intermediary and is not liable for the quality, safety, or legality of listed properties. We do not guarantee the accuracy of listings or the conduct of Hosts or Guests. To the maximum extent permitted by law, Otter shall not be liable for any indirect, incidental, or consequential damages.

13. Changes to Terms

We may update these Terms from time to time. Continued use of the Platform after changes constitutes acceptance of the revised Terms. We will notify users of significant changes via email or a notice on the Platform.

14. Contact

If you have any questions about these Terms, please contact us at support@otterspots.com.