Snugit

Community Guidelines

Last updated 2026-10-07

Snugit lets you tell a business what you really think, in private. The businesses you write to are run by regular people, your neighbours. These guidelines keep Snugit useful and respectful for both sides. They apply to everything on Snugit: feedback, replies, coupons, reports, and the instructions owners give the AI. They are part of our Terms of Service.

What feedback is for

  • Be helpful and constructive. Say what happened, what you liked, and what would make it better. Specific beats vague.
  • Be honest. Write about your own, real experience.
  • Be respectful. You can be unhappy and still be decent. If you are angry, write it how you feel, then tap “Make it nice” to soften the wording while keeping every point.
  • Snugit is not a chat app. It keeps communication simple and focused: feedback, a reply, and what comes of it.

What is not allowed

  • Harassment and threats: insulting, bullying, intimidating or threatening anyone, including staff and owners.
  • Hate and discrimination: attacking or demeaning people for race, ethnicity, national origin, religion, gender, gender identity, sexual orientation, disability, age or any similar trait.
  • Exposing people: sharing someone else’s personal information, such as a staff member’s full name, home address, phone number, photos or private details.
  • Sexual or violent content: sexually explicit content, or graphic violence.
  • Fake or conflicted feedback: feedback about a place you never visited, about your own business, a competitor’s or your employer’s, or feedback you were paid, rewarded or pressured to write.
  • Spam: advertising, repeated messages, or sending a business far more feedback than an honest experience calls for.
  • Illegal content: anything that breaks the law, or encourages others to.
  • Impersonation: pretending to be someone else, or claiming a business you are not allowed to act for.

For business owners and teams

  • Answer feedback respectfully, even when it is harsh.
  • Never try to work out who wrote anonymous feedback, and never retaliate against a patron for their feedback.
  • Do not contact patrons outside Snugit unless they shared their contact details with you.
  • Keep the promises your coupons make.
  • Do not give the AI instructions to be hostile, mislead patrons or collect their personal details. Snugit checks owners’ instructions and turns down ones that break these guidelines.

Reporting

If you see something that breaks these guidelines, tell us:

  • Report a business: open the business’s page, tap the three-dot menu, then Report business. You do not need an account.
  • Report a patron (owners and teams): open the feedback, tap the menu at the top, then Report patron. Choose a reason, such as abusive or harmful language, or sending too much feedback.
  • Anything else: write to [email protected], or tap Send us a message in the app’s Settings.

A person on the Snugit team reviews every report. [TO CONFIRM: target response time for reports, e.g. within 24 hours.] If you reported it from your account, we email you when it is settled.

What we do

Depending on what happened, we may warn the person, remove the content, or deactivate the account. A deactivated account cannot sign in or use Snugit. Serious or repeated breaks, such as threats, hate or fake claims, lead straight to deactivation. When the law requires it, or someone’s safety is at risk, we may contact the authorities.

[TO CONFIRM: that staff can remove a single piece of feedback or a reply. Today the admin tools can deactivate an account and settle reports, but have no remove-content action.]

Questions

Write to [email protected].