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Terms & Conditions

FishyHub Pte. Ltd. (UEN 202107485C) provides the services available on the website and mobile app (the “Platform”) to you under these Terms & Conditions (the “Terms”). By accessing or using the Platform, you confirm that you have read, understood and agreed to be bound by these Terms, including the Privacy Policy.

1. Ordering Policy

  • Orders are confirmed once a confirmation email with an order number is sent.
  • Customer service will contact the user within 3–7 working days to inform you of product availability.
  • Requests for waived delivery fee (for multiple orders from the same merchant to one location) must be made within 6 hours of the first order — such waiver is subject to FishyHub’s or the merchant’s discretion.
  • Orders placed from outside Singapore will be cancelled, with a charge as per the shipping page’s specified percentage.

2. Payment Policy

  • All prices are in Singapore Dollars (SGD).
  • As FishyHub absorbs GST, all prices shown on the Platform are final.

3. Delivery Policy

  • Delivery will be arranged by FishyHub or the respective merchant-partner.
  • After contact is made to schedule delivery, if the user is not at home and cannot be contacted, the delivery staff may leave the parcel outside the door, unless the user has specified otherwise in advance.

4. Return Policy & Live Stock Terms

  • Products cannot be exchanged or returned except under the following specified conditions:
    • Wrong product delivered;
    • Manufacturer defect;
    • Expired product;
    • Damaged product.
  • For live stock (fish/plants), exchange is only possible if:
    • The invoice differs from what was delivered; or
    • Live stock is dead on arrival, and photo/video proof is provided.
  • Exchange or return requests must be made within 3 days of receipt, with supporting evidence (photos/video) submitted to the merchant via the channels provided.

5. Order Cancellation / Out-of-Stock / Reimbursements

  • For order cancellations without breaches of delivery SLA, an 8% charge applies.
  • If an item is out-of-stock, the user may choose to:
    • Select an alternative product (any price difference will be refunded or charged accordingly);
    • Wait for restock (if available); or
    • Receive a refund for the out-of-stock item.

6. Marketplace Role, Agency & No Ownership of Goods

  • FishyHub acts solely as an online marketplace and intermediary platform that connects buyers (users) with independent third-party merchants.
  • FishyHub provides marketplace and payment collection services as an agent for the merchant.
  • The contract of sale for any product or live stock listed on the Platform is directly between the buyer and the merchant, not between the buyer and FishyHub.
  • FishyHub does not manufacture, own, import, export, warehouse, stock, sell, distribute or control the goods or live stock listed by merchants.
  • All products, live animals, descriptions, images, prices, availability, quality promises, warranties, guarantees, and after-sales support are provided solely by the respective merchants.
  • FishyHub does not verify or guarantee the accuracy, completeness, legality or reliability of any merchant’s product or live stock listing.

7. Merchant Responsibility for Goods, Refunds & Merchant-of-Record

  • Each seller/merchant is the merchant of record for all products and live stock it lists on the Platform and is solely responsible for:
    • Product condition, live stock health and suitability;
    • Delivery, packaging and handling;
    • Quality assurance and quality control;
    • Regulatory, import/export and animal welfare compliance;
    • Refunds, exchanges, replacements, reimbursements, and any compensation.
  • All obligations concerning fulfilment, quality, and refunds rest solely with the merchant.
  • Requests for refunds, exchanges, replacements, reimbursements, or compensation must be directed to the merchant.
  • FishyHub is not obligated to provide refunds, exchanges, reimbursements or compensation on behalf of the merchant — including but not limited to cases involving:
    • Merchant refusal to refund;
    • Merchant insolvency or cessation of business;
    • Product defects or mis-delivery;
    • Dead-on-arrival live stock;
    • Delays, quality complaints, or discontinuation of a product.
  • Unless required by applicable law, FishyHub disclaims any responsibility or liability to intervene or guarantee merchant compliance.

8. No Liability for Merchant Conduct

  • FishyHub is not responsible for, and disclaims liability for, any acts or omissions of merchants — including but not limited to:
    • Their shipping or delivery methods;
    • Packaging and handling of live stock;
    • Quality control practices;
    • Refund and exchange practices;
    • Delivery times and service levels;
    • Live-stock mortality or health outcomes;
    • Regulatory or licensing compliance;
    • Merchants’ own customer service and communications.
  • Any dispute arising from a purchase (including but not limited to product quality, live stock condition, delivery, refund, replacement or compensation) must be resolved directly between the customer and the merchant.
  • FishyHub’s role is limited to facilitating contact or communication between the parties; this does not create any legal or financial obligation on FishyHub’s part.

9. Limitation of Liability & Platform-Fee-Only Obligation

  • You acknowledge that FishyHub (and its officers, directors, employees, agents, and affiliates) shall not be liable for any direct, indirect, incidental, special, punitive or consequential damages or losses, including but not limited to loss of profits, goodwill, data, property, livestock health or life, or other intangible losses resulting from:
    • Use of or inability to use the Platform;
    • Transactions made through the Platform;
    • Goods, live stock or services purchased — including defects, death or unsuitability of live stock;
    • Unavailability of substitutes;
    • Merchant actions or omissions; or
    • Any other cause related to or arising out of such goods, live stock or services.
  • Furthermore:
  • FishyHub’s total liability, if any, is limited to the amount of platform fees (if any) actually paid by you to FishyHub for the transaction in question — explicitly excluding amounts paid for products, live stock, shipping or other merchant-related charges.
  • FishyHub may, at its sole discretion, refund only its own platform commission fees, but is not responsible for refunding the value of products, live stock, shipping fees or any other merchant-related charges, except where required by applicable law.

10. Payments & Settlement Mechanism

  • All payments for goods, live stock, shipping, and related charges are collected by FishyHub strictly as an agent and on behalf of the merchant.
  • The seller/merchant remains the merchant of record for all transactions.
  • The remittance of funds to the merchant (less any platform fees) does not constitute FishyHub’s acceptance of any liability or obligation concerning the goods or live stock ordered.
  • Nothing in the payment flow changes the fact that the sale contract is between you and the merchant, and the merchant bears all obligations relating to the transaction.

11. Dispute Resolution & Refund Process

  • If you have a complaint regarding a product, live stock health, delivery, refund, or other issue, you must first contact the merchant directly using the contact or communication channels provided on the Platform or in your order confirmation.
  • FishyHub may, but is not obliged to, assist by facilitating communication between you and the merchant.
  • Any decision to refund, replace or compensate is made solely at the merchant’s discretion, except as required by applicable law.
  • Any “mediation” or “assistance” by FishyHub does not create any binding obligation or guarantee of compensation on FishyHub’s part.

12. Governing Law & Severability

  • These Terms shall be governed by and construed in accordance with the laws of Singapore.
  • If any provision of these Terms is held to be illegal, invalid or unenforceable under applicable law, the remaining provisions shall continue in full force and effect.

13. Entire Agreement

  • These Terms (together with the Privacy Policy) represent the entire agreement between you and FishyHub relating to your use of the Platform and supersede any prior agreements between you and FishyHub.
  • FishyHub may amend or update these Terms from time to time. The most current version will always be posted on the Platform. By continuing to use the Platform after any changes, you accept those changes.

14. Definitions

  • “Merchant” means any independent third-party seller, retailer, breeder or provider who lists products or live stock on FishyHub and fulfills orders, and who is the merchant of record for those transactions.
  • “Platform fees” means any fees, commissions or charges that you pay to FishyHub (not including product price, live stock price, shipping, or charges owed to the merchant).
  • “Buyer”, “user”, or “customer” means any individual or entity that uses the Platform to browse, order or purchase products or live stock from merchants.

15. Existing Privacy Policy

  • The existing Privacy Policy remains unchanged and continues to govern the collection, use, disclosure and handling of personal information.
  • By using the Platform, you consent to the handling of your personal data in accordance with that Privacy Policy.