Terms & Conditions

1. Definitions & Interpretation

In these Terms & Conditions, the following terms shall have the meanings ascribed to them below:

1.1 The singular includes the plural and vice versa. References to any statute include amendments and re-enactments thereof.

1.2 Headings are for convenience only and shall not affect interpretation.

1.3 These Terms & Conditions shall be read together with the RELP Payment & Refund Policy (RELP-LEGAL-PAY-001) and the RELP Service Warranty Policy (RELP-LEGAL-WARTY-001), which are incorporated herein by reference.

2. Acceptance of Terms

2.1 By downloading, installing, accessing, or using the Platform, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions and all documents incorporated by reference.

2.2 If you do not agree to these Terms & Conditions, you must immediately cease use of the Platform.

2.3 Your continued use of the Platform following any amendment constitutes acceptance of the revised Terms & Conditions. The Company will provide reasonable notice of material changes via in-app notification or email.

2.4 These Terms & Conditions constitute a legally binding agreement between you and the Company under the laws of the Republic of Singapore.

3. Eligibility & Account Registration

3.1 General Eligibility. To register and use the Platform, you must: be at least 18 years of age; have the legal capacity to enter into a binding contract under Singapore law; not be a person prohibited by any applicable law from using the Platform; and provide accurate, complete, and current registration information.

3.2.1 Registration is completed via one-time password (OTP) verification to your registered mobile number, processed through Firebase Authentication.

3.2.2 You are responsible for maintaining the confidentiality of your account credentials. You must notify the Company immediately at support@relp.sg upon becoming aware of any unauthorised access to your account.

3.2.3 The Company reserves the right to refuse registration or suspend any account at its sole discretion, including where the Company reasonably suspects fraud, misrepresentation, or breach of these Terms.

3.3 Service Provider Registration. In addition to the general eligibility requirements, a Service Provider must: submit valid identification documents (NRIC or FIN) for identity verification; undergo and pass a background screening as required by the Company; hold all applicable licences, certifications, or permits required by Singapore law; acknowledge and accept the Service Provider Code of Conduct; and complete the Company's onboarding training module.

3.3.1 Service Provider accounts are subject to approval at the Company's discretion. Submission of documents does not guarantee approval.

4. Nature of the Platform

4.1 The Platform operates as a technology-enabled marketplace that connects Customers seeking home services with independent Service Providers. The Company is not a home services provider.

4.2 Service Providers are independent contractors and not employees, agents, or partners of the Company. The Company does not direct or control the manner in which Service Providers perform services.

4.3 The Company makes no representation or warranty that any particular Service Provider is available, qualified, licensed, or suitable for any specific task. Customers are encouraged to review Service Provider ratings and profiles prior to booking.

4.4 Nothing in these Terms & Conditions shall be construed as creating an employment, agency, franchise, or joint venture relationship between the Company and any Service Provider.

4.5 The Company provides the Platform infrastructure, booking management, payment processing, and dispute resolution services as a marketplace facilitator only.

5. Booking & Service Terms

5.1.1 A Booking is initiated when a Customer selects a service, chooses a time slot, and confirms the Booking through the Platform checkout flow.

5.1.2 A Booking is confirmed upon receipt of payment authorisation via HitPay and assignment of a Service Provider. A confirmation notification will be sent to both the Customer and the assigned Service Provider.

5.1.3 Upon assignment, a Service Provider has 30 seconds to accept a Booking request. If the request is not accepted within this window, the system automatically reassigns to the next available Service Provider.

5.2 Customer Obligations. The Customer agrees to: ensure safe, unobstructed access to the service location at the scheduled time; be present, or ensure an authorised adult representative (18+) is present throughout the service; disclose any known hazards, pre-existing damage, or special conditions prior to commencement; not request services outside the scope of the confirmed Booking without using the in-app add-on feature; and treat Service Providers with dignity and respect at all times.

5.3 Service Provider Obligations. The Service Provider agrees to: arrive at the service location within the scheduled time window; perform the agreed services to a professional standard and in accordance with applicable Singapore regulations; complete the in-app digital service checklist and upload photographic evidence of completed work; not solicit or accept direct payment from Customers outside the Platform; and not contact Customers for purposes unrelated to the confirmed Booking.

5.4 Cancellation Policy

5.4.2 Provider-initiated cancellations: The Company will reassign an alternative Service Provider at no additional cost to the Customer. Repeated Service Provider cancellations will result in account suspension.

6. Ratings, Reviews & Disputes

6.1.1 Following each completed Booking, both Customers and Service Providers are invited to rate the interaction on a 5-star scale and provide written feedback.

6.1.2 Reviews must be based on genuine first-hand experience. The Company reserves the right to remove any review it reasonably believes to be fraudulent, misleading, defamatory, or in breach of these Terms.

6.1.3 Service Provider ratings below 3.8 stars (rolling 90-day average) may result in account review, suspension, or termination.

6.2.1 In the event of a dispute, the aggrieved party must first raise the matter through the in-app dispute function within 72 hours of the completion of the Booking.

6.2.2 The Company's customer support team will endeavour to resolve disputes within 5 business days.

6.2.3 If the dispute cannot be resolved through the in-app process, either party may escalate to formal mediation through the Singapore Mediation Centre (SMC) before pursuing arbitration or litigation.

6.2.4 Nothing in this clause limits a Consumer's rights under the Consumer Protection (Fair Trading) Act 2003 of Singapore.

7. Prohibited Conduct

Users are strictly prohibited from:

• Conducting or soliciting transactions for home services outside the Platform (platform bypass);
• Creating multiple accounts or impersonating another person;
• Uploading false, misleading, defamatory, or harmful Content;
• Using the Platform for any unlawful purpose;
• Reverse-engineering, scraping, or attempting to extract source code or data from the Platform;
• Harassing, threatening, or abusing any other User;
• Manipulating ratings or reviews through fraudulent means; and
• Accepting or providing payment directly between Customer and Service Provider outside the Platform's payment system.

Breach of this clause may result in immediate account suspension, permanent ban, and/or legal action.

8. Intellectual Property

8.1 All intellectual property rights in the Platform, including but not limited to the RELP brand, trademarks, software, interface designs, and content created by the Company, are owned by or licensed to RELP Pte. Ltd.

8.2 Users are granted a limited, non-exclusive, non-transferable, revocable licence to use the Platform solely for its intended purpose in accordance with these Terms.

8.3 By uploading Content to the Platform (including service photos and reviews), a User grants the Company a worldwide, royalty-free, perpetual licence to use, display, reproduce, and distribute such Content for Platform operations and marketing purposes.

8.4 Users must not use the RELP name, logo, or brand assets without the Company's prior written consent.

9. Data Protection & Privacy

9.1 The Company processes personal data in accordance with the Personal Data Protection Act 2012 (PDPA) of Singapore and its own Privacy Policy.

9.2 By using the Platform, you consent to the collection, use, and disclosure of your personal data as described in the Privacy Policy.

9.3 The Company has appointed a Data Protection Officer (DPO) who may be contacted at dpo@relp.sg for all PDPA-related enquiries, including requests for access, correction, or withdrawal of consent.

9.4 Service Providers consent to the collection and display of their name, profile photograph, ratings, and service areas on the Platform.

9.5 Location data is collected from Service Providers during active Bookings for real-time tracking purposes only. Location data is not retained beyond the completion of the Booking.

9.6 The Company may transfer personal data outside Singapore in accordance with the PDPA's transfer limitation obligations, ensuring adequate protection is in place at the receiving jurisdiction.

10. Limitation of Liability & Indemnification

10.1 To the maximum extent permitted by law, the Company's aggregate liability to any User arising from or in connection with these Terms, the Platform, or any Booking shall not exceed the Service Fee paid for the specific Booking giving rise to the claim.

10.2 The Company shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or goodwill, arising from the use of the Platform.

10.3 The Company does not guarantee the quality, safety, suitability, or legality of services performed by Service Providers. All warranties, express or implied, are disclaimed to the fullest extent permitted by law.

10.4 Each User agrees to indemnify and hold harmless the Company, its officers, directors, and employees from and against any claims, damages, losses, or costs (including legal fees) arising from: (a) breach of these Terms; (b) any Content uploaded by the User; or (c) any dispute between a Customer and a Service Provider.

10.5 Nothing in these Terms limits liability for fraud, wilful misconduct, death, or personal injury caused by the Company's negligence, or any liability that cannot be excluded by Singapore law.

11. Governing Law & Dispute Resolution

11.1 These Terms & Conditions shall be governed by and construed in accordance with the laws of the Republic of Singapore.

11.2 Any dispute, controversy, or claim arising out of or in connection with these Terms shall be submitted to mediation at the Singapore Mediation Centre (SMC) as a first step.

11.3 If mediation fails to resolve the dispute within 30 days of submission, the dispute shall be referred to and finally resolved by arbitration administered by the Singapore International Arbitration Centre (SIAC) in accordance with the SIAC Rules for the time being in force. The seat of arbitration shall be Singapore. The language of arbitration shall be English.

11.4 Nothing in this clause shall prevent either party from seeking urgent injunctive or other equitable relief from a court of competent jurisdiction.

12. Amendments & Termination

12.1 The Company reserves the right to amend these Terms & Conditions at any time. Material changes will be communicated via in-app notification at least 14 days prior to the effective date.

12.2 Continued use of the Platform after the effective date of any amendment constitutes acceptance of the revised Terms.

12.3 A User may terminate their account at any time via Profile > Settings > Delete Account.

12.4 The Company may suspend or terminate a User's account immediately upon material breach of these Terms, fraudulent activity, or where required by law.

12.5 Termination does not affect any rights or obligations that have accrued prior to the date of termination.

13. General Provisions

13.1 Severability: If any provision of these Terms is found to be invalid, unlawful, or unenforceable, the remaining provisions shall continue in full force and effect.

13.2 Entire Agreement: These Terms, together with the Payment & Refund Policy and Service Warranty Policy, constitute the entire agreement between the parties with respect to the Platform.

13.3 Waiver: Failure by the Company to enforce any provision shall not constitute a waiver of its right to enforce that provision at a later time.

13.4 Language: These Terms are drafted in English. In the event of any conflict between the English version and any translation, the English version shall prevail.

Contact

For any queries regarding these Terms, please contact us at support@relp.sg or via the Support page.