Provider terms

1. About this agreement

1.1 This agreement is between The Local Labs Group (operating SaveTotal) (“SaveTotal”, “we”) and you, the business that lists, quotes or takes bookings through SaveTotal (“you”, the “provider”).

1.2 You accept these terms when you sign up, send a quote or accept a booking. If you act for a company or partnership, you confirm you are allowed to bind it.

2. What SaveTotal does

2.1 SaveTotal is an introducer. Homeowners compare providers, pick up to three, and request quotes. The homeowner chooses who to book. We never assign jobs.

2.2 The contract for each job is between you and the customer. SaveTotal is not a party to it and does not perform any work. You are responsible for your work, your workers and your materials.

2.3 We may list providers from their own published price pages before they sign up (“listed only”). If you are listed this way, you can ask us at any time to update or remove your listing.

3. Your obligations

You agree to:

• hold the licences, registrations, qualifications and insurance required by law for your trade;
• comply with Singapore law, including consumer protection, workplace safety, employment and data protection laws;
• keep the prices on your listing accurate and tell us when they change;
• honour the quotes you send and the bookings you accept;
• treat customers and their homes with respect, and leave the work area clean and safe;
• not ask or encourage customers to leave SaveTotal or to book you outside it; and
• give us accurate business and contact details, and keep them up to date.

4. Quotes and the nett price promise

4.1 Every quote must be the nett, all-in price for the job as described, including transport and any GST.

4.2 You may declare optional extras with their prices on the quote, for example “gas top-up if needed +S$40”. These are shown to the customer before booking. You may not add any other charge.

4.3 If the job on site differs from what was described (for example, more units), you must send a price change request through SaveTotal. The customer must approve it in SaveTotal before you do any extra work or charge for it. If the customer declines, the original nett price stands.

4.4 The final price must not exceed the quote plus approved extras and price changes.

4.5 If a customer tells us within 14 days that they were charged more without approval, we will raise it with you, and we won’t bill our fee for that job while the reported issue is followed up. If the complaint is upheld, you must refund the customer the amount charged without approval, it counts against your reliability standing, and we may suspend or delist you. Our fee for the job remains payable.

5. Deadlines and bookings

5.1 Working hours are 8am to 10pm, Singapore time.

5.2 Quotes are due within 2 working hours after the invitation is sent (1 working hour for soonest-slot requests). Bookings must be accepted within 1 working hour after the booking message is sent. Bookings you do not accept in time are released, and the customer can choose someone else.

5.3 You can decline a booking or suggest another time. The customer can accept the new time or choose another provider.

5.4 After accepting, you may ask to change the visit time. The change only applies if the customer agrees.

5.5 Customers can cancel free of charge before the day of the visit, or cancel and choose another quote.

5.6 Service and payment reports are routed to your company first. Contact the customer to address your work or any refund directly, and record a response within one working day after the issue message is sent (working hours: 8am–10pm Singapore time). The customer confirms whether the issue is resolved. Unanswered or repeated reports, or a customer request for help, are flagged to SaveTotal. Customer payment-proof files are not shared with you.

6. Customer data

6.1 Before you accept a booking you see the customer’s first name, area and job details only. Once you accept, we share their full address and phone number with you.

6.2 You receive this data as an organisation in your own right under the Personal Data Protection Act 2012 (PDPA). You must use it only to perform that job, protect it with reasonable security, not share it with anyone who does not need it for the job, and not use it for marketing.

6.3 Tell us promptly if you suspect customer data from SaveTotal has been lost or misused.

7. Fees and billing

7.1 There is no subscription and no charge for listing or quoting. You pay a flat fee for each completed job:

• Aircon: General service: S$8
• Aircon: Chemical wash: S$18
• Aircon: Chemical overhaul: S$30
• Aircon: Gas top-up: S$12
• Aircon: Repair / not cooling: S$15
• Aircon: Installation: 5% of the job price, capped at S$60
• Cleaning: Regular cleaning: S$5 per visit
• Cleaning: One-time cleaning: S$8 per visit
• Cleaning: Deep cleaning: S$25
• Cleaning: Move-in / move-out cleaning: S$30
• Cleaning: Post-renovation cleaning: S$35
• Any other service: S$10

7.2 A job counts as completed when the visit has taken place and the work was done, as shown in our booking records. Where a job covers more than one service, the fee for each service applies.

7.3 We send a monthly statement on the 1st of each month for the previous month’s completed jobs. Payment is due within 14 days of the statement.

7.4 The customer pays you directly. SaveTotal does not hold or process customer payments.

7.5 If you dispute a statement item, tell us before the due date. Pay the undisputed amount on time. If payment is overdue, we may pause new requests and bookings to you until it is paid.

7.6 We may change the fees with at least 30 days’ notice. Changes do not apply to bookings already accepted.

7.7 Founding partners: the first 20 businesses to join get their first 3 completed jobs free, within 60 days of joining. Free jobs show as waived on your statement. Unused free jobs expire after 60 days and have no cash value.

8. Non-circumvention

8.1 If, within 12 months of SaveTotal introducing a customer to you, you carry out further jobs for that customer outside SaveTotal, our normal fee for each of those jobs still applies.

8.2 Breaching this clause, or soliciting customers to leave SaveTotal, may lead to delisting. You must tell us about jobs covered by clause 8.1 so we can include them on your statement.

9. Reliability standing

9.1 We record the following over a rolling 90 days: missed deadlines, declined bookings, cancellations after accepting, disputed “customer not home” or “customer cancelled” claims, and overcharging.

9.2 These records can lower your position in the Recommended listing or lead to suspension. Occasional issues are forgiven. We can also forgive an incident when there is a genuine reason; tell us what happened.

9.3 If requests are forwarded to you by hand rather than sent to you directly, you are not penalised for missed deadlines on those requests.

10. Booking records

10.1 When you quote, a customer books, you accept, a price change is approved or declined, and a job is completed, we store a snapshot of what was shown and agreed, with the time and the version of these terms.

10.2 You and the customer can each view, print or save the same booking summary, which after the job also shows the final price and what the customer confirmed paying. It is a record, not an invoice. You remain responsible for issuing any invoice or tax invoice the customer needs.

10.3 These records are the agreed record of the booking and may be used to resolve disputes, including about prices and fees.

11. Reviews and listings

Customers may review you after a completed job. We may remove reviews that are abusive, fake or irrelevant. You must not post reviews of your own business or offer customers anything in return for a review.

12. Suspension and ending this agreement

12.1 You can stop using SaveTotal at any time by telling us. Fees for jobs already completed, and clause 8, still apply.

12.2 We may suspend or delist you if you breach these terms, if your reliability standing falls too low, or if we receive serious complaints. Where it is reasonable, we will tell you why and give you a chance to respond first.

12.3 You must still complete or properly hand back any bookings you have accepted.

13. Liability

13.1 You are responsible for your work and for any loss, damage or injury it causes to customers or their property. You will cover SaveTotal’s reasonable costs if a claim is brought against us because of your work or your breach of these terms.

13.2 SaveTotal is liable only for direct loss caused by our own breach of these terms. We are not liable for lost profits, lost business or indirect loss. Our total liability to you in any 12-month period is limited to the fees you paid us in the 3 months before the claim.

13.3 We do not promise any number of requests or bookings. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited under Singapore law.

14. Changes, law and contact

14.1 We may update these terms. Changes are posted on this page with a new date. Each booking is governed by the version in force when it was made, and we record that version with the booking.

14.2 These terms are governed by the laws of Singapore, and the Singapore courts have jurisdiction.

14.3 Questions? WhatsApp or call us on 8111 2221. For data protection matters, email hil@thelocallabs.com.