[Singapore] Partner Eligibility Criteria for Carousell Certified Home Services Program
To maintain a high standard of reliability, professionalism and trustworthiness within the Carousell Certified Home Services Program, Carousell assesses all prospective and existing partners against a set of key benchmarks.
These benchmarks serve as the primary indicators used by Carousell to evaluate a Partner’s service quality, operational capability, platform performance and consistency.
While these benchmarks are central to Carousell’s assessment, admission to and continued participation in the Program remain at the sole discretion of Carousell. Carousell reserves the right to make all final decisions on a case-by-case basis, including approving or retaining Partners who demonstrate strong performance even if they do not meet every benchmark listed below.’
1. Verified Business Identity and Operational Legitimacy
The Partner should demonstrate that it is a legitimate and established service provider, including:
valid business registration in Singapore (e.g. ACRA registration);
possession of all licences, permits and approvals required to provide the relevant home services; and
the ability to provide services through a verifiable business presence (whether physical or operational).
2. Platform Activity and Operational Readiness
The Partner should demonstrate sufficient operational maturity and activity on the Carousell Platform, including:
an established presence on Carousell for a minimum duration as may be determined by Carousell;
active engagement with Users, including timely responses to enquiries; and
the ability to manage service requests, scheduling and fulfilment in a consistent and reliable manner.
3. Service Quality and Professional Standards
The Partner is expected to maintain high standards in the delivery of Services, including:
performing Services with due care, skill and diligence;
ensuring that all personnel are properly trained, qualified and competent;
maintaining professional conduct in all interactions with Users; and
handling Users’ property with care and taking reasonable steps to prevent damage or loss.
4. Pricing Transparency and Accuracy
The Partner should demonstrate transparent and fair pricing practices, including:
providing clear, accurate and complete quotations prior to the provision of Services;
ensuring that any additional charges are disclosed and agreed in advance; and
issuing clear and accurate invoices for all Services rendered.
5. Positive User Feedback and Ratings
The Partner shall maintain strong User feedback and platform performance metrics, including:
an average rating of not less than 4.5 stars;
consistent positive feedback from Users based on completed service engagements.
User ratings, reviews and feedback will be monitored on an ongoing basis and may be taken into account in assessing the Partner’s continued eligibility.
6. Platform Standing and Compliance History
The Partner shall demonstrate good standing on the Carousell Platform, including:
no history of violations, suspensions, enforcement actions or breaches of Carousell’s terms, policies or guidelines;
no pattern of misleading conduct, unfair practices or poor service delivery; and
minimal history of disputes or complaints, as assessed by Carousell.
7. Ongoing Monitoring and Review
The Partner acknowledges that:
its eligibility status may be reviewed periodically by Carousell;
such reviews may take into account performance metrics, User feedback, complaint history and compliance with applicable terms and SLA(s); and
failure to meet the required standards may result in suspension, removal from the Program or other enforcement actions.
8. Maintenance of Standards and Discretion
The Partner shall, at all times, continue to meet the above criteria and any additional requirements communicated by Carousell from time to time.
Carousell reserves the right, at its sole discretion, to:
determine whether a Partner meets the eligibility criteria;
modify or supplement the criteria from time to time; and
suspend or remove any Partner from the Program where it determines that the Partner no longer meets the required standards.
9. Additional Eligibility Criteria For RFQ Programme
Partners participating in the RFQ Programme for Carpentry must satisfy the following additional criteria, in addition to the general eligibility criteria in Sections 1–9 above:
The Partner must be enrolled on a Sales Assisted package at the time of onboarding and throughout its participation in the RFQ Programme.
The Partner must hold valid licences as required under applicable law for the provision of the applicable Designated Services. For Carpentry services, this includes a valid builder's licence.
The Partner must maintain a completed profile on the Carousell Platform comprising: (i) business name and description; (ii) at least one portfolio listing; (iii) valid contact information; and (iv) relevant licence details.
The Partner must have no active policy violations on the Carousell Platform at the time of onboarding and throughout its participation in the RFQ Programme.
Failure to maintain any of the above criteria may result in removal from the RFQ Programme at Carousell's sole discretion.