[Singapore] SLA for Carousell Certified Hime Services Program – Carousell Help Centre

This Service Level Agreement (“SLA”) is issued by Carousell and forms part of the Agreement between Carousell and the Partner governing the Partner’s participation in the Carousell Certified Home Services Program.

This SLA shall be deemed to be incorporated into and read together with the Agreement (including the Home Services Provider Terms and the Participation Agreement), and shall be binding on the Partner as if expressly set out therein.

Unless otherwise defined in this SLA, all capitalised terms used herein shall have the meanings ascribed to them in the Home Services Provider Terms.

The Partner acknowledges and agrees that compliance with this Core SLA is a material obligation under the Agreement, and any failure to comply with this Core SLA shall constitute a breach of the Agreement.

This SLA shall apply in addition to any applicable policies, guidelines or requirements issued by Carousell from time to time. In the event of any inconsistency, the stricter standard (as determined by Carousell) shall prevail.

This SLA applies to all Partners participating in the Carousell Certified Home Services Program, whether under the Standard Programme or the RFQ Programme. Partners participating in the RFQ Programme are additionally subject to Section 3 of this SLA.

Carousell may amend, update or supplement this SLA from time to time in accordance with the Agreement, and the Partner shall comply with the SLA as so amended.

1. Core SLA

1.1 Application and Status

This Core Service Level Agreement (“Core SLA”) is issued pursuant to and forms an integral part of the Agreement between Carousell and the Partner.
This Core SLA sets out the minimum service standards, operational requirements and performance expectations applicable to all Services provided by the Partner under the Carousell Certified Home Services Program.
The Partner shall comply with this Core SLA at all times. Any failure to comply with this Core SLA shall constitute a breach of the Agreement.
This Core SLA shall apply in addition to any applicable Service-Specific SLA. In the event of any inconsistency, the stricter standard (as determined by Carousell) shall prevail.

1.2 Service Request Acceptance

The Partner shall acknowledge all service requests received via the Carousell Platform within fifteen (15) minutes during the hours of 9:00 a.m. to 6:00 p.m. (Singapore time), or such other hours as may be notified by Carousell from time to time.
The Partner shall maintain a minimum monthly service request acceptance rate of ninety per cent (90%), calculated based on all service requests received through the Carousell Platform.
The Partner shall not unreasonably reject or ignore service requests.
Where the Partner fails to acknowledge or accept any service request within the prescribed timeframe, Carousell shall be entitled, at its sole discretion, to reassign or redirect such service request to other partners or merchants.

2. RFQ Programme SLA

2.1 Application

This Section 3 applies to Partners participating in the RFQ Programme for designated services. It forms part of this SLA and should be read alongside the Core SLA (Section 1).
Clause 2 (Service Request Acceptance) of the Core SLA does not apply to Partners in respect of the RFQ Programme. Clause 3.2 of this Section applies instead.
All other provisions of the Core SLA continue to apply to RFQ Programme Partners in full. In the event of any inconsistency between the Core SLA and this Section 3, this Section 3 prevails to the extent of the inconsistency.
Unless otherwise defined here, capitalised terms have the meanings given in the Master Terms and Conditions and Schedule 1 (RFQ Programme — Carpentry).
Compliance with this Section 3 is a material obligation under the Agreement. Any failure to comply constitutes a breach of the Agreement.

2.2 RFQ Request Response

Upon receiving an RFQ Request, the Partner must submit a Quote within 72 hours of the RFQ Request being made available on the Carousell Platform.
Failure to submit a Quote within this period results in automatic cancellation of the RFQ Request. Carousell may redirect the cancelled RFQ Request to other participating Partners at its sole discretion.
The Partner shall not submit a Quote and subsequently withdraw it without reasonable cause.
The Partner's Quote response rate may be taken into account by Carousell in assessing the Partner's compliance with this SLA and continued eligibility for the RFQ Programme.

2.3 Quote Quality

Each Quote submitted by the Partner must:

be genuine, accurate, complete and not misleading;
directly address the scope of services in the RFQ Request;
clearly state all pricing, conditions and exclusions; and
contain no hidden or undisclosed charges.

Carousell may monitor Quote quality and take remedial action, including removal from the RFQ Programme, for persistent non-compliance.

2.4 Chat Matched Billing Disputes

If the Partner disputes a Chat Matched charge, the Partner must raise the dispute with its account manager within 7 days of the charge being applied.
The Partner shall provide all supporting documentation within 3 business days of Carousell's request.

2.5 Workmanship Warranty Follow-Up

The Partner shall carry out all follow-up works under the 1-year workmanship warranty promptly and at no additional cost to the Buyer.
The Partner shall respond in writing to any warranty-related complaint within 5 business days.
This clause supplements Core SLA Clause 7, which continues to apply in full.

2.6 Amendments and Beta Period

This Section 3 applies during the Beta Period and thereafter subject to Clause 9 of Schedule 1 to the Master Terms and Conditions. Carousell may amend this Section 3 from time to time in accordance with the Agreement.

3. General Service Obligations

3.1 Scheduling and Coordination

The Partner shall coordinate with Users in a timely manner to schedule the Services at a mutually agreed date and time.
The Partner shall confirm all material details of the Services with the User prior to commencement, including scope, pricing, timing and any applicable conditions.

3.2 Punctuality and Attendance

The Partner shall attend all confirmed appointments at the agreed time.
The Partner shall arrive at the service location within thirty (30) minutes of the scheduled time.
In the event of any delay, the Partner shall promptly notify the User via the Carousell Platform (including via chat) and provide a revised estimated time of arrival.
The Partner shall not cancel, reschedule or fail to attend any confirmed appointment without reasonable cause.

3.3 Pricing Transparency and Invoicing

The Partner shall ensure that all prices, fees and additional charges are clearly communicated to and agreed with the User prior to the commencement of the Services.
The Partner shall not impose any hidden, undisclosed or unauthorised charges.
The Partner shall provide the User with a clear, accurate and itemised invoice for all Services rendered.
The Partner shall operate within any pricing guidelines, price ranges or price guides published by Carousell on the Carousell Platform or Help Centre from time to time. Where the Partner's pricing deviates from such guidelines, the Partner shall ensure that such deviation is clearly and transparently communicated to the User prior to the commencement of the Services, together with the reasons for the deviation.

3.4 Service Delivery and Professional Conduct

The Partner shall ensure that all Services are performed: (a) with due care, skill and diligence; (b) in a professional and workmanlike manner; and (c) in accordance with all applicable laws, regulations and safety requirements.
The Partner shall ensure that all Personnel: (a) behave professionally at all times; and (b) treat Users and their property with due care and respect.
The Partner shall take all reasonable precautions to prevent damage, loss or injury in the course of providing the Services.
The Partner shall maintain valid and adequate insurance coverage in respect of the Services, and shall provide evidence of such insurance to Carousell upon request.
Upon completion of the Services, the Partner shall: (a) confirm completion of the Services with the User; and (b) update the service status on the Carousell Platform where applicable.

3.5 Warranties and Service Recovery

The Partner shall honour all applicable warranties, guarantees and service commitments relating to the Services.
Where any defect, deficiency or non-compliance arises, the Partner shall promptly investigate and rectify such issue within a reasonable timeframe and at no additional cost to the User where applicable.

3.6 Complaint Handling and Dispute Resolution

The Partner shall cooperate fully with Carousell (including any concierge or support team designated by Carousell) in relation to any complaint or dispute.
The Partner shall use reasonable efforts to resolve any complaint or dispute within fourteen (14) days from the date such complaint or dispute is raised.
The Partner shall provide all information, documentation and assistance reasonably required by Carousell in connection with any dispute resolution process.

3.7 Customer Feedback and Performance Monitoring

The Partner acknowledges that User ratings, reviews and feedback may be collected and monitored by Carousell.
The Partner further acknowledges and agrees that such ratings, reviews and feedback may be taken into account by Carousell in assessing: (a) the Partner’s compliance with this Core SLA; (b) the Partner’s compliance with the Partner Eligibility Criteria; and (c) the Partner’s continued participation in the Carousell Certified Home Services Program.
The Partner acknowledges and agrees that Carousell may from time to time update and/or prescribe minimum performance thresholds, including minimum rating requirements, minimum review counts, or other eligibility criteria, and failure to meet such thresholds may result in suspension or removal from the Program.

3.8 Documentation and Record-Keeping

The Partner shall maintain complete and accurate Service Materials in relation to all Services, including quotations, invoices, communications and service records.
The Partner shall provide such Service Materials to Carousell within the timeframe specified by Carousell upon request.

4. Service-Specific SLA

4.1 Application and Status

The Partner acknowledges and agrees that, in addition to the Core SLA, Carousell may from time to time issue or designate additional service-specific service level agreements applicable to particular categories of Services (each, a “Service-Specific SLA”). The Partner shall comply with all applicable Service-Specific SLA(s) as and when such Service-Specific SLA(s) are issued, notified or made available by Carousell. Each Service-Specific SLA shall form part of the SLA(s) and the Agreement, and shall be binding on the Partner as if expressly set out therein.

In the event of any inconsistency between this Core SLA and any Service-Specific SLA, the stricter standard (as determined by Carousell) shall prevail.

5. Monitoring and Enforcement

Carousell shall be entitled to monitor the Partner’s performance against this SLA, including by reference to: (a) service request response times; (b) acceptance rates; (c) punctuality records; (d) complaint and dispute records; and (e) User feedback and ratings.

Without prejudice to any other rights or remedies available under the Agreement, Carousell may, in the event of any breach of this SLA: (a) issue warnings or require corrective actions; (b) impose additional monitoring or performance requirements; (c) suspend or restrict the Partner’s Listings or participation in the Program; (d) remove any certification, endorsement or badge; or (e) terminate the Agreement.

6. Amendments

This SLA may be amended, updated or supplemented by Carousell from time to time in accordance with the Agreement.

The Partner shall comply with the SLA as amended from time to time.

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