Service Warranty Policy

1. Scope of This Policy

1.1 This Policy applies to all services completed through the RELP Platform by registered Service Providers.

1.2 This Policy provides Customers with a redo guarantee for services where a workmanship defect is identified within the applicable warranty period. It does not constitute a product warranty in respect of parts or materials supplied.

1.3 This Policy is in addition to, and does not limit, any rights a Customer may have under the Consumer Protection (Fair Trading) Act 2003 (CPFTA) or any other applicable Singapore law.

2. Warranty Periods by Service Category

3. What is Covered

The Service Warranty covers defects directly attributable to the workmanship of the Service Provider in carrying out the services described in the confirmed Booking. Specifically, the warranty covers:

• The same fault or defect recurring within the warranty period as a direct result of the service performed;
• Incomplete execution of a service item listed in the Booking scope;
• Areas, fixtures, or components that were within the agreed scope but not attended to; and
• Installation defects where components have been incorrectly fitted or secured.

4. What is Not Covered

The Service Warranty expressly excludes:

• Pre-existing damage, defects, or faults present before the service was performed;
• Damage caused by misuse, modification, or tampering by the Customer or a third party after service delivery;
• Faults arising from parts or materials supplied by the Customer;
• Normal wear and tear;
• Consequential or indirect damage (e.g., water damage resulting from a subsequent, unrelated event);
• Services involving structural modifications, mould remediation, pest infestation, or asbestos;
• Cosmetic dissatisfaction where the service was performed as described in the Booking;
• Damage caused by events beyond the Service Provider's control, including acts of God, power surges, or third-party interference; and
• Services for which the Customer has already submitted and been compensated through a refund.

5. How to Make a Warranty Claim

5.1 Claim Submission. To make a warranty claim, the Customer must:

• Submit the claim via the in-app dispute or warranty claim function within the applicable warranty period from the date of service completion;
• Provide a clear written description of the defect or issue;
• Upload photographic or video evidence of the defect at the time of discovery; and
• Confirm that no third party has performed work on the same item since the original Booking.

Claims submitted after the applicable warranty period, or without supporting evidence, will not be accepted.

5.2.1 Upon receipt of a warranty claim, the Company will review the submitted evidence within 3 business days.

5.2.2 The Company may request additional information or photographs from the Customer to assess the claim.

5.2.3 Where the Company determines that the claim falls within the warranty coverage, a redo appointment will be scheduled at no cost to the Customer within 5 business days.

5.2.4 The Company reserves the right to assign a different (or the same) Service Provider to carry out the redo service.

5.3 Redo vs Refund. The primary remedy under this Policy is a redo of the defective service at no additional charge. A monetary refund will only be considered where: a redo is not feasible within a reasonable timeframe (exceeding 10 business days); or the Company determines that the service was fundamentally not delivered as described. Where a refund is issued under this Policy, the amount shall not exceed the Service Fee paid for the original Booking.

6. Damage to Customer Property

6.1 Where a Service Provider causes damage to Customer property during the performance of a Booking, the Customer must report such damage immediately upon discovery and within 24 hours of service completion.

6.2 The Customer must provide photographic evidence of the damage and any supporting documentation.

6.3 The Company will investigate the claim within 5 business days. Liability for property damage caused by Service Provider negligence is limited to SGD 500 per Booking, except where caused by gross negligence or wilful misconduct.

6.4 Customers with concerns about damage exceeding this limit are advised to ensure they hold appropriate home or contents insurance.

7. Limitation of Warranty Liability

7.1 The total liability of the Company under this Service Warranty Policy in respect of any single Booking shall not exceed the Service Fee paid for that Booking.

7.2 The Company does not provide any warranty with respect to third-party products, parts, or materials.

7.3 Nothing in this Policy limits the Customer's rights under the Consumer Protection (Fair Trading) Act 2003 (CPFTA) of Singapore.

8. Service Provider Accountability

8.1 Service Providers are responsible for the quality and completeness of services they perform. Warranty claims upheld against a Service Provider may result in the cost of the redo being charged to the Service Provider's account.

8.2 Service Providers with a high rate of upheld warranty claims will be subject to performance review, additional training requirements, or removal from the Platform.

9. Policy Amendments

The Company reserves the right to amend this Policy at any time. Amendments take effect from the date of publication on the Platform. Warranty claims arising from Bookings made prior to an amendment are governed by the Policy in force at the time of the Booking.

Contact

For warranty enquiries, contact us at support@relp.sg or via the Support page — Profile > Support > Warranty Claim.