[Singapore] Carousell’s Service Fee Policy - General

Who needs to pay service fees?

The service fee applies to Professional accounts if they’re not on a sales package (note: CarouBiz  is not a sales package) , and meet all of the following conditions within a given month:

• Generate S$500* or more in revenue, or have at least 10 outbound chats, WhatsApp or  contact views from unique buyers

• The service fee amount for that month is at least S$10

*Updated as of 1 April 2026

Your total revenue includes revenue from both ‘Buy’ button transactions and Chat transactions—across all categories, except a few excluded sub-categories.

Professional accounts with sales packages and all Personal accounts are exempt from these fees. Even if your Professional Account falls under an excluded category, you'll still receive a service fee invoice. But don't worry—it'll be automatically waived on our end.

*A sales package is a customised subscription plan purchased directly through our sales team. It is not the same as our standard CarouBiz plans. 

Sub-categories that are excluded:

Note: Carousell reserves the right to update the list of excluded categories and sub-categories at any time.

If you are affected by this policy, we will notify you via email (@thecarousell.com domain). We will never ask you for your password, payment details, or personal information over email. If you receive such an email, do not respond or click any links—report it to us immediately.
 

💡 If you are listing in Home Services please refer to our Home Services Service Fee Policy instead.
 

How is the service fee calculated?

We charge 2.5% of your revenue from each Chat transaction, with a cap of S$30 per transaction. ‘Buy’ button transactions aren’t included.

At the end of the month, we’ll offset your service fee based on how much you’ve spent on CarouBiz, Coins, seller tools, or listing quotas. If you’re a Pro or Super CarouBiz subscriber, you’ll enjoy an additional discount, applied after the spending offset.

Example calculation:

• Revenue from your Chat transactions: S$5,000
• Carousell’s service fee (2.5%): S$125
• CarouBiz spend (service fee offset): S$86.24*
• Super CarouBiz discount (40%): $15.50
• Final service fee: $23.26

*CarouBiz offset on spending is GST excluded 

You can view your estimated monthly revenue, broken down by individual transactions, under the Me tab > Insights.

Note on Offsets

Offsets are calculated based on your spending and CarouBiz subscription in the same transaction month.

Any CarouBiz subscription upgrade or purchase of spending tools made after the transaction month (i.e. once that month’s invoice has already been issued) will only be applied to the next month’s invoice. Offsets cannot be applied retroactively to past invoices.

Example: If you upgrade your CarouBiz subscription in July, the offset will only apply to the invoice received in August (which covers July transactions).

💬 About outbound chats and estimated revenue

Revenue from outbound chats is calculated based on the quality of leads generated—regardless if a transaction eventually took place.

For outbound chats, the fee is 1% to 2.5% of the listing price capped at S$30, depending on category. This fee applies even if no actual transaction happens. To avoid paying for outbound chats that don't lead to a transaction, we recommend keeping all chats on the Carousell platform. (Note: estimated revenue from outbound chats can't be edited and affects your total estimated revenue.)

Why is this fee being introduced?

This fee helps Carousell tailor features and programs that support Professional sellers in selling more effectively. You can expect tools that boost your productivity, help you generate more sales, and enhance your overall selling experience.

Can I opt out of the Service Fee Policy?

The Service Fee Policy applies to all Professional accounts, with no opt-out option. However, any spending on CarouBiz*, Coins, seller tools, or quotas during the same month can help partially or fully offset your total service fee.

Alternatively, you can upgrade to the Sales package to be exempt from the policy and enjoy additional benefits. Contact us to find out more. 

*Additional discounts apply for the following CarouBiz packages: 

Super CarouBiz: 40% discount

Pro CarouBiz: 20% discount

What if the transaction’s revenue is inaccurate?

We use AI to estimate your revenue from transactions*. These algorithms are reviewed regularly to ensure accuracy. You can request to edit the revenue via the transaction details page and we will review it accordingly.

🗓 Timeline to raise a dispute

You’ll have 15 days from the invoice date to edit your transaction. 
For example, transactions from June can be edited until 25 July, once the invoice is issued in early July.

You can edit your transactions until the 25th of the month (15 days from the invoice date).

For example:

If the service fee applies to your account and you receive an invoice for June on 10 July, you can edit your revenue for June transactions until 25 July.

After this window, the “Edit” option will no longer be available.

✏️ Important things to note

You can only request to edit each transaction once. Once you have submitted, you can still make adjustments within 48 hours before it is reviewed by us. 

If your changes are accepted, a new invoice will be issued by the 25th of the invoice payable month.

💡 Tip: You can download your transactions from the Service Fee breakdown to check which transactions had revenue charged—this can help you adjust more accurately.

📍 How to edit your revenue

1. Go to Insights > Estimated revenue 
2. Tap on the transaction you want to adjust
3. Select Edit  ✏️
4. Enter the correct amount to edit your revenue to  
5. Tap Submit Request

If your edit qualifies for auto acceptance, it’ll be reflected right away. Otherwise, we’ll review it.

When are invoices issued?

Invoices are issued by the 15th of each month, covering Chat transactions (including outbound chats) from the previous month. You can view your invoice under the Insights tab on your profile page.

For example:

• Chat transactions completed in June will be invoiced by 15 July
• You’ll have until 25 July to raise any edits before the invoice is finalised

Once your updated invoice is ready, you'll be able to:

• Download the invoice and fee breakdown
• Make any necessary revenue adjustments by 25th of same month
• Make the payment by the 10th of next month

What if the transaction is cancelled?

The service fee is charged only on successful transactions. If a transaction is cancelled or refunded, you can submit a request to modify the amount—we’ll respond within 2 working days.

How do I make payment if the service fee applies to my account?

If the service fee applies to your account, an invoice will be issued to you for your review and payment.

If estimated revenue adjustments are accepted, we’ll issue a revised invoice by the 25th of that month.

 

How do I make payment if I am affected?

To make payment, go to Insights > Estimated revenue, then look for Last Month's revenue.

If you have payment due, tap the arrow to go to the payment page.

You can pay using:

• Visa
• Mastercard
• PayNow

Tip: Tap Download to download your invoice or view the full breakdown of charges.

You should also receive a notification in your Updates tab > For action if an invoice is issued for payment. 

What happens if I don't pay the service fee?

If payment is not made by the due date, the following restrictions will apply:

❌ Your listings will be set to inactive

❌ You won’t be able to create new listings or mark listings as active

Please refer to our terms here, which will apply to all Professional Accounts.

💡 Payment and account restrictions
If your account is restricted because of unpaid service fees, the restriction will be lifted immediately once payment is made.

*Prohibited Conduct: Requesting Removal of Transaction Details from Chats

To ensure transparency and uphold the integrity of Carousell's service fee policy, sellers are strictly prohibited from requesting buyers to delete or remove transaction details from chats.

Such actions shall be construed an attempt to circumvent Carousell's service fee policy.

Failure to adhere may result in enforcement actions taken against your account, including, but not limited to, a temporary suspension of your selling activities.