Operator: Shadow X Sdn Bhd, Company No. 202601007158, 1-19-03, Menara Bangkok Bank, Laman Sentral Berjaya, No. 105, Jalan Ampang, 50450 Kuala Lumpur, Malaysia.
These Terms govern your access to and use of Shadow's website, app, and related services.
1. What Shadow Is
Shadow is a person-to-person service marketplace. Shadow helps requesters and providers find each other, communicate, and, where enabled, process payments through the platform.
Shadow is not:
- the provider of the underlying service;
- an employer of providers;
- a guarantor of service quality, legality, or fitness for purpose; or
- a general-purpose payment or escrow service.
2. Contract Structure
When a requester accepts a provider's offer, a direct service arrangement is formed between those users for the underlying request. Shadow remains a platform operator and may enforce its own Terms and policies in relation to that arrangement.
For payment-enabled transactions, Shadow and its payment partners may also control the platform-side payment, refund, payout, dispute, and trust-and-safety consequences of that request.
3. Eligibility
- You must be at least 18 years old and have legal capacity to contract.
- You must provide accurate account information and use only accounts you are authorized to operate.
Shadow may refuse registration, require verification, or close an account where this is not satisfied.
4. Marketplace Rules
You must comply with:
- these Terms;
- the Acceptable Use and Prohibited Services Policy;
- the Trust and Safety Standards;
- any country-specific payment, consumer, or tax addendum that applies to your transaction; and
- the Provider Terms, if you act as a provider.
5. Country-Specific Terms
Shadow may publish country-specific or feature-specific addenda for payments, refunds, taxes, regulated services, verification, or local consumer-law disclosures. Those addenda apply only where the relevant country, feature, or transaction is enabled.
6. Verification and Trust Controls
Shadow may require identity verification, additional information, or other checks before allowing certain actions, including accepting paid requests, storing payment methods, or receiving payouts.
7. Fees and Platform Charges
Where Shadow processes a transaction, applicable fees, taxes, charges, and deductions displayed in the relevant flow form part of the transaction. Country-specific or feature-specific payment terms may explain how those amounts are determined, displayed, collected, withheld, or adjusted.
8. Prohibited Conduct
- You must not use Shadow for illegal, unsafe, fraudulent, or prohibited activity.
- You must not misrepresent who you are or what you can do.
- You must not bypass Shadow's systems for the same or substantially related Shadow-sourced engagement.
- You must not interfere with the platform or other users.
- You must not misuse complaints, reviews, chargebacks, or support processes.
9. Suspension, Closure, and Holds
Shadow may restrict content, pause transactions, hold funds, suspend features, or close accounts where reasonably required for safety, fraud prevention, legal compliance, dispute handling, payment risk, or policy enforcement.
10. Privacy
Your use of Shadow is also subject to Shadow's Privacy Policy and Cookie Policy.
11. Intellectual Property
Shadow owns or controls the platform, software, branding, and related materials, excluding user-generated content and third-party materials. You may not copy, scrape, reverse engineer, or exploit the platform except as allowed by law or with Shadow's written permission.
12. Disclaimers
Shadow provides the platform on an "as available" basis. To the extent permitted by law, Shadow does not guarantee uninterrupted access, successful matching, user conduct, service quality, or that every complaint can be resolved to a user's preferred outcome.
13. Liability
Nothing in these Terms excludes liability that cannot lawfully be excluded.
To the extent permitted by law, Shadow is not liable for indirect, incidental, special, consequential, exemplary, or punitive loss, or for loss arising from the underlying conduct of a requester or provider.
Where Shadow is found liable, Shadow's liability should be limited to a reasonable amount having regard to the specific platform transaction or claim, unless a higher amount is required by law. Shadow is not promising a broad indemnity or insurance-backed recovery.
14. Changes
Shadow may update these Terms from time to time. Material changes will be published through the website, app, or other appropriate notice.
15. Contact
Questions, complaints, and notices may be sent to support@welcomeshadow.com.
Effective on 10 June 2026