LUCE SG – SERVICE AGREEMENT

1. INTRODUCTION

1.1 These Terms and Conditions represent a contract between Luce and the Customer.

1.2 The Terms and Conditions outlined apply to all our services, which include home general cleaning, residential deep cleaning, home beauty services, technical services, and commercial cleaning services.

1.3 By engaging Luce for any services, the Customer acknowledges that they have read, understood, and agreed to be bound by these Terms and Conditions. The Customer’s use of Luce’s services, including placing an order by phone, email, website, or any other means, constitutes acceptance of these Terms.

Definitions

• (a) Agreement: Refers to the contract between Luce and the Customer, encompassing these Terms and Conditions.
• (b) Luce: The service provider offering residential cleaning, home beauty, technical, and commercial services.
• (c) The Customer: The individual or entity that engages Luce for services
• (d) Quote/Quotation: A price estimate provided by Luce for the requested services, valid for a specified period.
• (e) Service Personnel: Employees or contractors engaged by Luce to perform the services.

2. SERVICES PROVIDED

2.1 Luce offers a comprehensive range of professional services to meet the diverse needs of customers across Singapore, including:

• (a) Home General Cleaning
• (b) Residential Deep Cleaning
• (c) Home Beauty Services
• (d) Technical Services
  
  • i. Air Conditioning Servicing
  • ii. Upholstery Servicing
  • iii. Carpet Cleaning
• (e) Commercial Cleaning Service
• (f) Babysitting Service
• (g) Pet Care Service

2.2 Service-specific terms are referred to in Annexes A - G of this Agreement.

3. SERVICE SCHEDULE

3.1 Each service offered by Luce is performed according to predefined scopes detailed on our website and app. Customers are advised to review the scope of each service to understand what is included and any limitations that may apply.

4. PRICING AND PAYMENT

4.1 Unless specified otherwise, all prices and quotations provided are in Singapore dollars and are shown with a base price as well as a total price including GST.

4.2 Luce will only accept payment made through Bank Transfers, PayNow or Debit/Credit Cards (surcharge of 3.4% + .50 cents).

4.3 Luce reserves the right to claim any additional costs, including but not limited to legal or third-party fees, incurred through necessary actions taken to collect overdue balances from the Customer.

4.4 If any amount due by the Customer is unpaid and we are not able to arrange for payment, Luce may:

• 4.4.1 Charge reasonable additional administrative costs; and/or
• 4.4.2 Charge interest on the unpaid amount at the rate of 2% p.a over the SGD Deposit rate at the time being of Development Bank of Singapore [DBS Bank (Singapore)]; and/or
• 4.4.3 Cancel the Agreement with or without notice (including email).

4.5 If Luce is forced to refer the Customer’s account for collection to a third party, then an extra fee may be added to the outstanding amount by the debt-collecting company.

4.6 Luce reserves the right to suspend cleaning services for accounts that are past-due.

5. CUSTOMER RESPONSIBILITIES

5.1 The Customer acknowledges and agrees to prioritise the safety and well-being of our Service Personnel by:

• 5.1.1 Creating a safe and suitable working environment that complies with all relevant local laws and regulations of Singapore. Abuse or assault, verbal or physical, on our Service Personnel, will not be tolerated, and legal action or criminal prosecution will be taken against any Customer or third party who is in breach of this subsection.
• 5.1.2 Refraining from engaging in or supporting any unlawful, immoral, or illegal activities during the session.
• 5.1.3 Ensuring that Service Personnel operate within the specified scope outlined on the Site and App.

5.2 Luce reserves the right to reject any request that does not adhere to these terms and conditions. Failure to comply with our rules may result in the refusal of service and may be subjected to legal actions and last-minute cancellation charges as highlighted in “Booking and Scheduling and Cancellations”

5.3 Upon entering a service Agreement with Luce, Customers are restricted from directly or indirectly engaging any Service Personnel of Luce through a contractor for 2 years following the termination of the Agreement.

6. SERVICE PROVIDER RESPONSIBILITIES

6.1 Luce acknowledges full responsibility for the selection of Service Personnel who possess legal authorisation to work within Singapore. All service personnel affiliated with our organisation undergo thorough screening procedures before their registration and assignment.

6.2 Luce ensures compliance with the Work Injury Compensation Act (WICA), thereby providing comprehensive coverage for work-related injuries sustained by all its Service Personnel.

6.3 Luce accepts complete liability for the fulfilment of statutory requirements, including the payment of Central Provident Fund (CPF), provision of annual and sick leave, and the safeguarding of other entitlements pertaining to the rights of Service Personnel, in accordance with applicable regulations.

7. CANCELLATION AND TERMINATION

7.1 For all services, the Customer is required to notify Luce of any cancellations or reschedules at least 24 hours before the scheduled service date and time. Notifications should be submitted via our designated app, website, or WhatsApp at +65 3138 4827. For cancellations or reschedules made with less than 24 hours notice, they will be classified as last-minute cancellations and a penalty will apply.

7.2 If circumstances prevent our Service Personnel from fulfilling the agreed-upon service after they have arrived at the premises, it will be considered a last-minute cancellation, and a cancellation fee will be imposed in accordance with our terms and conditions. Such circumstances include, but are not limited to:

• 7.2.1 Service Personnel being unable to access the Customer’s premises due to locked doors.
• 7.2.2 Failure of the Customer to provide a safe and appropriate working environment as outlined in the Customer Responsibilities section.
• 7.2.3 Other service-specific situations as detailed in their respective section.

7.3 Luce reserves the right to impose a cancellation fee equivalent to 50% of the quoted price (inclusive of GST) upon the Customer for all last-minute cancellations.

8. LIABILITY

8.1 If the Customer has any concerns regarding the quality of the service provided or any other issue, such as missing items or suspected theft, they must promptly raise such concerns, no later than 7 days from the date of the incident. Luce will not be held responsible for addressing concerns raised beyond this timeframe.

8.2 While Luce will attempt to respond to any complaints promptly, we reserve the right to take up to 48 hours to respond after receiving a complaint.

8.3 If the Customer is dissatisfied with the service rendered by Luce, Luce will assess if it is indeed a service quality issue. If it is a service quality issue, Luce will provide reasonable compensation, subject to specific limits. However, if the service was rendered properly to industry standard, then Luce will expect full payment.

8.4 Luce agrees to resolve any disputes to the satisfaction of the Customer, or to a standard deemed reasonable by Luce. While we strive to address any concerns to the best of our ability, should the Customer remain dissatisfied, all decisions made by Luce regarding suitable compensation are final.

• 8.4.1 As part of our terms and conditions, all compensation paid out is subject to varying limits depending on the type of service engaged, as specified in Annex A for each respective section.

8.5 Luce’s damage liability policy and compensation limit cap for acts of omission or accidental breakage or by its Service Personnel are detailed per service in Annex A.

8.6 Luce will not be responsible for damages resulting from handling faulty or improperly installed items. If our Service Personnel handle such items in the course of their duties and they break or damage these items despite normal use, Luce shall not be liable for any compensation.

8.7 In the event of key loss attributed to our Service Personnel, Luce will cover key replacement or locksmith fees, capped at a maximum of SGD 50.

8.8 Despite our commitment to fulfilling scheduled cleaning sessions, Luce may be required to cancel or reschedule appointments. In such instances, while we strive to provide advance notice whenever feasible, we reserve the right to cancel or reschedule sessions without prior notice. Sessions that are cancelled by Luce will not incur a charge.

8.9 Luce does not take responsibility for any loss, expenses, damages, delays, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with such cancellations or rescheduling.

9. CONFIDENTIALITY

9.1 By engaging our services the Customer agrees to allow Luce to display the Customer as part of its customer portfolio.

9.2 The Customer acknowledges and agrees that any information they provide may be used by Luce to render the Service.

9.3 Luce hereby commits to safeguarding the confidentiality of all information disclosed by the Customer, refraining from sharing such information with any third party not directly engaged in the provision of the Service, except where mandated by applicable law.

10. DISPUTE RESOLUTION

10.1 In the event of a dispute, claim, or controversy arising out of or relating to these Terms and Conditions or the services provided by Luce, both parties must attempt to resolve the issue through direct negotiation within 30 days. If no resolution is reached, either party may escalate the dispute by providing written notice to the other party.

10.2 If the dispute remains unresolved, the parties agree to submit to mediation through a neutral third party in accordance with Small Claims Court or another mutually agreed mediation service. Both parties will bear their own costs for mediation.

10.3 If mediation fails, the dispute will be subject to the exclusive jurisdiction of the courts of Singapore. The Agreement is governed by and will be interpreted in accordance with Singapore law.

10.4 Should the dispute proceed to arbitration, it will be referred to and resolved under the rules of the Singapore International Arbitration Centre (SIAC). The arbitration will take place in Singapore, and the proceedings will be conducted in English. The arbitrator's decision will be final, binding, and enforceable in any court of competent jurisdiction.

11. AMENDMENTS

11.1 Luce reserves the right to amend or modify these Terms and Conditions at any time. Any changes will be published on Luce's website, and the updated Terms will take effect 24 hours after being posted. It is the Customer’s responsibility to review the Terms regularly to stay informed of any updates. For commercial cleaning contracts, changes in the Terms and Conditions must be agreed to in writing by both parties, and the Terms and Conditions document that was last signed by both parties will be used as the most recent version.

11.2 Continued use of Luce’s services after the amendments have been made will constitute acceptance of the revised Terms and Conditions.

12. FORCE MAJEURE

12.1 Luce shall not be held liable for any failure to perform or delay in performing its obligations under these Terms and Conditions if such failure or delay is caused by events beyond its reasonable control. These events include but are not limited to acts of God, natural disasters, war, riots, strikes, pandemics, government regulations, or any other circumstances beyond Luce’s control.

12.2 In the event of a force majeure situation, Luce reserves the right to suspend the service by canceling and or rescheduling its services without incurring liability. Luce will make reasonable efforts to resume services as soon as the force majeure event is resolved. The Customer will not be entitled to any compensation or damages during the period of suspension.

12.3 If the force majeure event continues for more than 30 days, either party may terminate the service Agreement by providing written notice.

13. MISCELLANEOUS

13.1 These Terms and Conditions, along with any related documents or Agreements, constitute the entire Agreement between Luce and the Customer, superseding any prior Agreements or understandings, whether written or verbal.

13.2 If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions will continue in full force and effect. The invalid or unenforceable provision will be deemed modified to the extent necessary to make it valid and enforceable, or if that is not possible, it will be severed from these Terms without affecting the remainder.

13.3 No waiver of any provision of these Terms and Conditions will be effective unless made in writing and signed by the party waiving the right. Failure to enforce any provision of these Terms will not constitute a waiver of that provision or any other rights under these Terms.

14. CONTACT INFORMATION

14.1 For any questions, concerns, or communications regarding these Terms and Conditions or the services provided, please contact Luce using the following details:

• Company Name: Luce Maintenance Group Pte Ltd
  Address: 100D Pasir Panjang Rd #05-03 Singapore 118520
  Phone: +65 6734 4974
  Email: contact@luce.com
  Website: www.luce.com

14.2 Customers are responsible for providing up-to-date contact details and ensuring that Luce has accurate information for communication purposes.

15. JURISDICITION

15.1 This Agreement and these Terms shall be construed in accordance with Singapore Law and shall be subject to the exclusive jurisdiction of the courts of Singapore.

15.2 This Agreement and these Terms shall be construed in accordance with Singapore Law and shall be subject to the exclusive jurisdiction of the courts of Singapore.

ANNEX A: COMMERCIAL CLEANING SERVICES

1. INTRODUCTION

1.4 These conditions apply to all contracts for the supply of services or goods entered into by the Company. Neither the Customer nor the Company shall be bound by any variation or waiver of the contract, except as agreed by both parties in writing and signed on their behalf.  

2. SERVICES PROVIDED

2.3 Each separate Agreement for commercial cleaning, pest control, landscaping or supply provision runs from the date that you:

• signed it; and,  

• sent an acknowledgement via email.  

• If none of these apply to you, the Agreement starts from the first date of service or supply.

2.4 For contracts where Luce supplies standard cleaning equipment, the following equipment will be supplied to the Customer each month and restocked every 3 months to ensure that the stock of cleaning materials is sufficient.  

2.5 Luce may supply other cleaning equipment or consumable supplies to the Customer as part of the Customer’s contract at a separate charge from the standard cleaning equipment. Additional supplies will be restocked together with standard cleaning equipment, or on a delivery schedule every 3 months.

3. SERVICE SCHEDULE

3.2 The default contract service duration for cleaning services is 12 months from the first date of service and the contract duration will be renewed automatically at the end of the Agreement duration specified above unless either party terminates the Agreement.

3.3 All recurring Commercial Cleaning contracts have a minimum service period of 3 months. Should termination occur within the initial three months without justifiable cause, an early termination fee of up to three times (3x) the billing value of the package will be levied on the customer. This fee will be prorated based on the number of remaining days until the end of the third month. Upon completing the initial three-month period, no termination charges will apply.  

4. PRICING AND PAYMENT

4.7 All invoices for the month’s cleaning to be paid by the invoice due date. Invoices for the month will be sent in the last week of each month. Payment shall be made through bank transfer or cheque addressed and mailed to Luce.

• 4.7.1 Any outstanding payment after this period will be subjected to additional charges and penalties as outlined in section of the Agreement.

4.8 One off customer request for additional duties will be subject to an extra charge to cover the additional Service Personnel and management time.

4.9 For contracts with fixed rate monthly billing, the monthly bill is fixed regardless of the number of days in the month. The bill will not be prorated for public holidays or self-declared holidays celebrated by the Customer’s company.

4.10 The total billing amount for equipment provision by Luce, as agreed upon at the sale of the service and detailed in the invoice, shall remain at a constant and immutable rate per billing cycle. This shall always be the case unless otherwise specified, in extremely unique circumstances, by Luce.

4.11 For packages with equipment, the equipment fee is a flat monthly fee which covers the initial purchase of equipment and top ups, and there will be no refund for months with lower usage rates.

4.12 For bill adjustment requests due to Service Personnel no-show or under-time on a particular day, the burden of proof will lie with the Customer. The Customer should inform Luce within 7 days via email. Failure to do so will grant Luce the right to consider the session as having been fulfilled for its entire duration.

6. SERVICE PROVIDER RESPONSIBILITIES

6.4 For contracts with equipment supplied, the types of equipment supplied are listed in Annex I and will be replenished as necessary. Special requests for equipment not included in the standard equipment list may be chargeable separately

6.5 In the event of our Service Personnel being unable to turn up for an allocated cleaning session, Luce will do its utmost to find a replacement and / or make up for the hours of cleaning lost. Failing which, Luce will pro-rate the invoice for the month according to the fraction of sessions where the service did not occur.

7. CANCELLATION AND TERMINATION

7.4.1 If Luce provides cleaning equipment:  

• 7.4.1 Termination notice must be given one month in advance.
• 7.4.2 For terminations within the first 12 months of service, other than an early termination fee, an additional fee of $300 will be imposed to cover the cost of cleaning supplies provided to the customer. If cleaning equipment was not supplied, this additional fee will not be imposed.
• 7.4.3 No such charge will apply to terminations after initial 12 months, including if the contract is renewed for and additional term.

7.5 If Luce does not supply cleaning equipment to the Customer, termination of contracts require a 2-week notice period.

7.6 Upon termination of the Agreement, all cleaning equipment provided by Luce to the Customer will remain the property of Luce unless bought outright and will be collected at the end of an Agreement. If the customer was charged the early termination fee of $300, the customer will keep all cleaning equipment including vacuum cleaners, but excluding all additional machinery supplied by Luce to the customer including floor cleaning, floor polishing, carpet cleaning, BOC, or high jet machines.

7.7 In the event the Customer does not provide sufficient notice of cancellation there is an additional charge of the value of cleaning contract equivalent to that of the notice period.

7.8 Without being in breach to the customer, Luce reserves the right to suspend services if uncontested invoices are not paid by the due date. Services will be restored immediately after receiving all outstanding payment amounts in full. During suspension charges will continue to be applied as usual.

7.9 Upon termination, Customers are prohibited from directly hiring any Luce Service Personnel for a period of 2 years from the date of termination; provided, however, that the foregoing provision will not prevent the Customer from general solicitations of employment by means of advertisements, public notices, or internal or external websites or job search engines as long as such general solicitations are not specifically targeted at Luce or its Service Personnel.

8. LIABILITY

8.10 Luce’s liabilities for loss or damage suffered by the Customer and caused by an act or omission of Luce or its Service Personnel shall not exceed the value of its public liability insurance of $1,000,000. The compensation limit on a per item basis is set at S$500 / item.

8.11 Unless the law provides otherwise, Luce shall not be liable in any way for any loss of profits, nor shall it be liable for any indirect, consequential, or special loss or damage howsoever caused and arising from the Customer’s use or possession of cleaning equipment or services provided by Luce.

8.12 The Customer agrees to bear the cost of repair or replacement for any damaged or missing equipment owned by Luce if this arises from an act of theft or negligence by the Customer or any of the Customer’s staff at the Customer’s premises.

8.13 Luce will assume responsibility in sending its Service Personnel for courses under NEA’s Environmental Cleaning Work Skills Qualifications Framework. All Service Personnel allocated in this Agreement will have completed the EC WSQ Basic Cleaning Modules during the Company’s NEA licensing timeframe.

ANNEX B: HOME GENERAL CLEANING SERVICES

2. SERVICES PROVIDED

2.6 By engaging the Home Cleaning services of Luce, Customers acknowledge and accept our scope details as outlined on our website and agree not to assign tasks outside of our scope to our service personnel. These limitations include, but are not limited to:

• 2.6.1 No Climbing Policy: Our cleaning crew strictly adheres to a policy of only cleaning reachable areas from floor level. Climbing ladders, stools, or similar apparatus is expressly prohibited to ensure the safety of both our Service Personnel and the Customer.
• 2.6.2 Residential Focus: Our consumer (non-commercial) services are exclusively tailored for residential properties. We do not undertake tasks associated with non-residential activities, including but not limited to those within hostels, hotels, and office settings.
• 2.6.3 Excluded Tasks: The scope of our services does not extend to tasks such as cleaning up after pets, caregiving, or providing elderly care services. It's important to note that these examples are not exhaustive, and the scope may include other tasks beyond those explicitly mentioned.
• 2.6.4 Luce reserves the right to refuse service to customers who violate our limitations. Cancellation charges will be applied for such scenarios where Service Personnel have to leave after being presented with work outside of their job scope.

3. SERVICE SCHEDULE

3.4 Our Service Personnel are committed to fulfilling the agreed-upon hours as specified in the service Agreement. Any request for our Service Personnel to extend their working hours beyond the agreed-upon timeframe to accommodate additional tasks will incur an additional charge. This additional charge is prorated based on the hourly rate established for the session, ensuring fairness and transparency in our pricing structure.

3.5 If customers reschedule their session to a different timeslot, it may be subjected to a change in rate which will be disclosed to the customer beforehand.  

4. PRICING AND PAYMENT

4.13 House cleaning sessions booked at the promotional rate of $16+GST per hour are exclusively applicable for self-booked sessions through our official website or app. Additionally, sessions booked at this rate are not eligible for a change of Service Personnel or reschedule requests, as Service Personnel are automatically assigned based on availability.

4.14 All sessions have a minimum duration of 3 hours and even if the Service Personnel finishes before the agreed-upon time, the Customer is obligated to pay for the minimum 3-hour session amount.

4.15 Luce sends out service invoices at the end of each month for recurring cleaning sessions, and within 48 hours after the session for one-time (ad hoc) cleaning sessions. Payments are assumed to be requested once said invoices are sent out to the Customer.

• 4.15.1 Payment must be made within 1 month after the invoice has been issued for recurring cleaning sessions, and within 14 days after the invoice has been issued for one-time (ad hoc) cleaning sessions. Any outstanding payment after this period will be subjected to additional charges and penalties.

5. CUSTOMER RESPONSIBILITIES

5.4 Customer must provide their own cleaning equipment and materials for our Service Personnel to use. All provided equipment must be safe and functional. If our Service Personnel cannot work due to faulty equipment provided by the Customer, Luce will not be liable for any complaints, and cancellation charges will apply in accordance with our cancellation policies.

7. CANCELLATION AND TERMINATION

7.10 Luce reserves the right to discontinue service without prior warning for customers with frequent cancellations and reschedules

7.11 When engaging Luce for recurring cleaning packages, the Customer agrees to complete a minimum of 4 sessions before terminating the package.

• 7.11.1 If the Customer terminates a recurring package before completing four scheduled cleaning sessions, Luce reserves to impose a SGD50 early termination fee.

8. LIABILITY

8.14 For general home cleaning services, in case of confirmed damage caused by Service Personnel, Luce will attempt to repair the item at its cost. If the item can’t be repaired, we will rectify the problem by crediting the Customer with the item’s present actual cash value toward a like- replacement, upon payment of the service. The maximum compensation is SGD 200.

ANNEX C: HOME BEAUTY SERVICES

2. SERVICES PROVIDED

2.7 During the session, our Service Personnel will provide a standard selection of nail polish, colours and decorations. While we aim to accommodate your preferences, exact matches cannot be guaranteed. Luce will not offer refunds or compensation if your desired colour or decoration is unavailable.

3. SERVICE SCHEDULE

3.6 Luce does not provide Beauty services during public holidays. It should be assumed that none of the services above will be available on these days.

3.7 Payment is due at the end of the service and the invoice will be sent to the Customer after the service / at the end of the session after the Service Personnel completes the job. At the end of the service, the Customer should either show our Service Personnel the PayNow or Bank Transfer proof of payment for the invoiced amount for the amount specified on the invoice.  

• 3.7.1 Any outstanding payment after the day the service is rendered will be subjected to additional charges and penalties as highlighted in our Payment and Pricing clause

3.8 If the Customer shows up late for the appointment by more than 15 minutes, the service duration might be shortened to give the Service Personnel buffer time to reach the next place.

4. PRICING AND PAYMENT

4.16 Payment is due at the end of the service for both one-off and recurring packages. The invoice will be sent to the Customer after the service / at the end of the session after the Service Personnel completes the job.

• 4.1.6.1 Any outstanding payment after the day the service is rendered will be subjected to additional charges and penalties as highlighted in our Payment and Pricing clause

6. SERVICE PROVIDER RESPONSIBILITIES

6.6 Beauty services include a guarantee period of 7 days, during which if any nail polish chips or comes off, Luce will send a Service Personnel to return for one visit to redo the chipped nail(s). The original day of the service counts as the first day of this seven-day period. Any services requested beyond this period will incur standard service fees.

8. LIABILITY

8.15 In the case of confirmed damage to the customer’s property caused by Service Personnel, Luce will attempt to repair the item at its cost. If the item can’t be repaired, we will rectify the problem by crediting the Customer with the item’s present actual cash value toward a like- replacement upon payment of the service. Maximum compensation is SGD 200.

ANNEX D: TECHNICAL SERVICES (AIRCON, CARPET AND UPHOLSTERY)  

2. SERVICES PROVIDED

2.8 When the customer engages Luce’s services for an annual air conditioning servicing package, they agree to the following terms:

• 2.8.1 The recurring package credit shall expire one year from the date of commencement of the Customer’s initial visit and no refund will be provided for unused credits.
• 2.8.2 In the event the Customer terminates the package before utilising all session credits, no refunds will be issued for the unused credits.

2.9 Luce does not provide technical services during public holidays. It should be assumed that none of the services above will be available on these days.

2.10 The estimated work hours communicated verbally or in writing are only estimations. Service Personnel may take longer or shorter than the estimated time.

• 2.10.1 The price quoted will remain the same regardless of the number of hours worked.

4. PRICING AND PAYMENT

4.17 Payment is due at the end of the service for both one-off and recurring packages. The invoice will be sent to the Customer after the service / at the end of the session after the Service Personnel completes the job. At the end of the service, the Customer should either show our Service Personnel the Bank Transfer proof of payment for the invoiced amount for the amount specified on the invoice.

• 4.17.1 Any outstanding payment after the day the service is rendered will be subjected to charges and penalties as highlighted in our Payment and Pricing clause
• 4.17.2 Air conditioners serviced or repaired by our Service Personnel are under warranty for 30 days after the last visit/service by our Service Personnel. Luce will provide a complimentary service visit to address any issues that arise within this period if they are a result of poor service quality. However, if the issues stem from pre-existing underlying air conditioning problems or improper customer usage, no warranty visit will be provided.

8. LIABILITY

8.16 In the case of confirmed damage to the customer’s property caused by Service Personnel, Luce will attempt to repair the item at its cost. If the item can’t be repaired, we will rectify the problem by crediting the Customer with the item’s present actual cash value toward a like- replacement upon payment of the service. Maximum compensation is SGD 200.

ANNEX E: HOME DEEP CLEANING SERVICES

2. SERVICES PROVIDED

2.11 By engaging the Home Cleaning services of Luce Customers acknowledge and accept our scope details as outlined on our website and agree not to assign tasks outside of our scope to our service personnel. Excluded services comprise but are not limited to the following: high jetting of floors, removal of nails/debris, discarding of bulky items, and the removal of stains from mattress, sofas, cushions and pillows.

2.12 All quotations are based on a maximum of 4 servicing hours. Any service exceeding this duration will incur additional costs and any service below this duration will not be eligible for a discount or reduction in cost  

4. PRICING AND PAYMENT

4.18 Luce will send out an invoice within 48 hours after the session for deep cleaning bookings. Payments are assumed to be requested once said invoices are sent out to the Customer.

• 4.18.1 Payment must be made within 14 of sending out the invoice and any outstanding payment after this period will be subjected to additional charges and penalties as highlighted in our Pricing and Payment clause.

6. SERVICE PROVIDER RESPONSIBILITIES

6.7 Cleaning materials are provided by Luce for deep cleaning service, and their usage is optional for the Customer. The quotation remains unchanged, whether the Customer opts for the supplied cleaning materials or not.

8. LIABILITY

8.17 In the case of confirmed damage to the customer’s property caused by Service Personnel, Luce will attempt to repair the item at its cost. If the item can’t be repaired, we will rectify the problem by crediting the Customer with the item’s present actual cash value toward a like- replacement upon payment of the service. Maximum compensation is SGD 200.

ANNEX F: BABYSITTING SERVICES

2. SERVICES PROVIDED

2.13 During the babysitting session, our Service Personnel will provide basic childcare services, which include feeding, diapering, assisting with hygiene, supervising playtime, ensuring safety, and maintaining a clean environment for the child(ren). Please note that while we strive to accommodate all reasonable customer requests, we do not take responsibility for additional family members unless specifically agreed.

3.SERVICE SCHEDULE

3.9 Babysitting services are provided based on the pre-booked schedule agreed upon during the booking process. Our Service Personnel will fulfill the hours as specified in the service Agreement. If any additional hours are required beyond the agreed timeframe, an extra charge will apply.

3.10 If a session is cancelled with less than 24 hours’ notice, the customer will forfeit the session fee. If the Service Personnel is unavailable due to illness or emergency, a rescheduled service or refund will be provided at the company’s discretion.

3.11 Babysitting services are available on public holidays but will incur a higher rate due to increased demand. The exact price increase will be communicated to the Customer at the time of booking, and the Customer will be informed of the rate change beforehand.

3.12 In the event of the Service Personnel being unavailable due to illness or emergency, Luce will notify the Customer as soon as possible. If replacement Service Personnel are not available, and the service will be rescheduled or refunded on a pro-rated basis for the missed session.

4.PRICING AND PAYMENT

4.19 Payment is due at the end of the service for both one-off and recurring packages. The invoice will be sent to the Customer after the service / at the end of the session after the Service Personnel completes the job. At the end of the service, the Customer should either show our Service Personnel the PayNow or Bank Transfer proof of payment for the invoiced amount for the amount specified on the invoice.  

• 4.19.1 Any outstanding payment after the day the service is rendered will be subjected to additional charges and penalties as highlighted in our Payment and Pricing clause.

5. CUSTOMER RESPONSIBILITIES

5.5 The Customer is responsible for providing the Service Personnel with all necessary information about the child(ren)’s health, allergies, and special needs. Luce will not be held liable for incidents arising from undisclosed information.

5.6 The Customer is responsible for ensuring the safety and suitability of the environment in which the Service Personnel will be working. Luce will not be held liable for injuries or incidents resulting from unsafe conditions in the Customer’s home, such as hazardous materials, unsecured furniture, or other potential risks.

7. CANCELLATION AND TERMINATION

7.12 Luce reserves the right to discontinue service without prior warning for customers with frequent cancellations and reschedules

7.13 When engaging Luce for recurring cleaning packages, the Customer agrees to complete a minimum of 4 sessions before terminating the package.  

7.14 If the Customer terminates a recurring package before completing four scheduled cleaning sessions, Luce reserves to impose a SGD50 early termination fee.

8. LIABILITY

8.18 In the case of confirmed damage to the customer’s property caused by Service Personnel, Luce will attempt to repair the item at its cost. If the item can’t be repaired, we will rectify the problem by crediting the Customer with the item’s present actual cash value toward a like- replacement upon payment of the service. Maximum compensation is SGD 200.

8.19 Luce and its Service Personnel will take reasonable precautions to ensure the safety of the child(ren). However, Luce is not liable for minor accidents or injuries, such as bumps, bruises, or falls, that occur during the session unless gross negligence by the Service Personnel can be proven. The Service Personnel will follow the provided emergency protocol in the case of any serious injury or emergency.

ANNEX G: PET CARE SERVICES

2. SERVICES PROVIDED

2.14 Luce offers a variety of pet care services, including in-home pet sitting, dog walking, and pet grooming (e.g., bathing, trimming). During pet grooming, our Service Personnel will provide a standard set of grooming tools and products. While we aim to accommodate special requests, certain grooming items or styles may not be available, and no refunds or compensation will be offered if the desired product or grooming style is unavailable.

3. SERVICE SCHEDULE

3.13 Luce does not offer pet care services on public holidays unless otherwise specified in the Agreement.  

3.14 Pet services must be scheduled in advance, and the session duration will be based on the type of service agreed upon.

3.15 If the Customer is late by more than 15 minutes, the session may be shortened to ensure the Service Personnel can attend subsequent appointments on time.

4.PRICING AND PAYMENT

4.20 Payment is due at the end of the service for both one-off and recurring packages. The invoice will be sent to the Customer after the service / at the end of the session after the Service Personnel completes the job. At the end of the service, the Customer should either show our Service Personnel the PayNow or Bank Transfer proof of payment for the invoiced amount for the amount specified on the invoice.

• 4.20.1 Any outstanding payment after the day the service is rendered will be subjected to additional charges and penalties as highlighted in our Payment and Pricing clause.

5. CUSTOMER RESPONSIBILITIES

5.7 The Customer is responsible for providing accurate and up-to-date information about their pet, including health conditions, behavioral tendencies, and any special care requirements.

5.8 The Customer must ensure that their pet is fully vaccinated and free from any contagious illnesses. Luce reserves the right to refuse service if the pet appears unwell or has not received the proper vaccinations.

5.9 The Customer must ensure that a safe environment is provided for the pet and the Service Personnel during the service. Access to the property should be clear, and any hazards must be removed prior to the appointment.

5.10 Any concerns regarding the grooming or pet care service must be raised while the Service Personnel is still on-site. Once the Service Personnel leaves, no further adjustments or refunds will be provided.

5.11 The Customer is required to provide all necessary items for the pet's care during the service, including but not limited to:

• 5.11.1  Sufficient food and drinking water for feeding services.
• 5.11.2 A secure leash, collar, or harness for dog walking services.
• 5.11.3 Any specific toys, treats, or medications that may be required during the session.
• 5.11.4 Failure to provide these items may result in the service being rescheduled or adjusted, and any associated costs will be charged to the Customer.

5.112 In the event of a medical emergency and if the Customer is unreachable, Luce is authorised to seek immediate veterinary care at the nearest facility. All costs for treatment, including transportation, will be borne by the Customer.

8. LIABILITY

8.20 Luce will take all reasonable precautions to ensure the safety and well-being of the pet during the service. However, Luce will not be held liable for any pre-existing conditions, behavioral issues, or injuries that occur during or after the service unless they are the result of gross negligence by the Service Personnel. The Customer assumes all risks related to pet interactions and health issues that are not a direct result of the service.

8.21 In the case of confirmed damage to the customer’s property caused by Service Personnel, Luce will attempt to repair the item at its cost. If the item can’t be repaired, we will rectify the problem by crediting the Customer with the item’s present actual cash value toward a like- replacement upon payment of the service. Maximum compensation is SGD 200.

8.22 The Customer acknowledges that pet grooming can involve certain risks, such as minor injuries, stress, or allergic reactions. Luce will take all necessary precautions, but we are not liable for any complications that arise unless caused by negligence of our Service Personnel.