Terms of Service

1. Acceptance of Terms

These Terms of Use (“Terms”) constitute a legally binding agreement between ServiceGo (“we,” “us,” “the Company”) and any individual or entity (“Customer,” “you”) who books or receives services through our website, mobile app, call center, or any other channel.

ServiceGo operates on a direct, in-house model — meaning all services are delivered exclusively by our own recruited and trained Field Experts. There is no third-party vendor or marketplace model involved; full responsibility for service quality, scheduling, and conduct rests directly with ServiceGo.

By booking or receiving any service from us, you are deemed to have accepted these Terms. You must be at least 18 years of age and legally competent to enter into a binding contract.

2. Definitions

• ServiceGo: The Company, providing cleaning, AC servicing, pest control, appliance care, shifting, painting, plumbing/sanitary, and facility management services.
• Field Expert: A directly employed and trained staff member of ServiceGo who delivers the service at the Customer's designated location.
• Customer: Any individual or organization placing a service request through the call center, website, or app.
• Order: A confirmed service booking specifying the type of service, date, time, and price.

3. Customer Eligibility & Account

When registering for a service, you must provide accurate name, mobile number, and address details. We reserve the right to cancel an order or suspend an account if false or misleading information is provided.

A mobile number or account may not be used under another person's identity. You are solely responsible for all activity associated with your account.

4. Customer Responsibilities & Prohibitions

By using our services, you agree that you will not:

• Provide a false name, address, mobile number, or identity when placing an order.
• Engage in abusive, harassing, threatening, or physically/emotionally harmful behavior toward any Field Expert.
• Receive a service without payment, or attempt to circumvent the payment process.
• Place abnormally repetitive orders for the same service within a short period, or misuse promotional codes.
• Copy, reproduce, or commercially use ServiceGo's brand name, logo, or content without permission.
• Solicit or directly hire a Field Expert for private work outside of ServiceGo.

Any violation of the above may, at ServiceGo's sole discretion, result in order cancellation, account suspension/termination, and legal action where necessary.

5. Service & Payment Terms

As ServiceGo operates on a fully in-house model, the following terms apply to all services:

• Services will be delivered exclusively by ServiceGo's own trained, ID-verified Field Experts — no external vendors or sub-contractors are involved.
• The applicable service charge will be clearly communicated at the time of order confirmation (e.g., a base rate of BDT 1,000 per job, subject to change depending on service type).
• The full payment must be made upon completion of the service, via cash, mobile financial services (bKash/Nagad), or card.
• The cost of spare parts or additional materials is separate from the base service charge and will only be added with the Customer's prior approval.
• Where an advance payment is collected for a booking, it will be adjusted against the final bill upon completion of the service; the advance is non-refundable if the booking is cancelled in violation of the cancellation policy.
• For services that cannot be reasonably delivered without a prior site visit/inspection, a visiting charge — as determined by the Company — will apply to cover the Field Expert's travel cost, and the Customer is obligated to pay it. If the Customer proceeds with the service following the inspection, this visiting charge will be deducted from/adjusted against the final service charge; if the Customer does not proceed, the visiting charge is non-refundable.
• A digital or printed invoice/receipt will be provided for every completed service.
• ServiceGo reserves the right to revise service rates/packages; revised rates take effect once published on the website/app.
• Service fees are generally non-refundable; however, if an investigation by our support team confirms a genuine service error, a re-service or resolution via credit/promo code may be offered.
• Orders completed via digital payment (bKash/Nagad/card) may in the future become eligible for an enhanced compensation coverage — see Section 8 for details.
• Where applicable, government-mandated VAT/tax will be added separately to the service charge and clearly itemized on the invoice, in accordance with prevailing VAT regulations in Bangladesh.

6. Reschedule & Cancellation Policy

• Any request to reschedule or cancel must be made at least 2 (two) hours before the scheduled service time, via the call center or app.
• Cancellations or reschedules made less than 2 hours before the scheduled time will incur a designated cancellation/minimum service charge, to compensate for the Field Expert's travel and time loss.
• An order may be rescheduled a maximum of 2 (two) times; the new date may not be more than 1 (one) week from the originally scheduled date.
• If the Customer or their representative is not present at the scheduled location and time, or cannot be reached (“no-show”), the full or minimum service charge will be deducted.
• Exceptions may be considered in genuine emergencies or unavoidable circumstances (e.g., natural disasters), at ServiceGo's sole discretion.

7. Warranty & Service Quality Guarantee

Each service comes with a defined service warranty period (varies by service type and stated at order confirmation). This warranty covers the quality of workmanship — i.e., issues arising from our work. Any issue arising within the warranty period must be reported to the call center.

Complaints raised after the warranty period has expired will be treated as a new (paid) service order.

7.1 Warranty on Spare Parts & External Materials

As certain services involve external spare parts or materials, warranty coverage will differ depending on their nature:

• Electrical/electronic parts and components (e.g., compressors, motors, switches, sensors): covered under the respective brand or manufacturer's official warranty policy, where one exists. To process such claims, the Customer must retain the original invoice/warranty card, and ServiceGo will assist in coordinating with the relevant brand's authorized service center where needed.
• Other external spare parts/materials with no brand warranty (e.g., aluminum fittings, renovation materials, pipes, fittings, paint-related supplies): covered by a separate 7 (seven) day ServiceGo warranty, limited to installation/fitting defects — inherent material quality issues or normal wear and tear are not covered.
• If the Customer independently supplies any spare part or material (not purchased through ServiceGo), ServiceGo bears no warranty liability for that part/material — only the quality of the installation work itself is covered under the service warranty.

7.2 Free Rework Policy

• If the work is unsatisfactory, we will provide a free rework/re-service if reported within 24–48 hours of service completion, provided the complaint falls within the original service scope and the warranty terms above.

8. Accidental Damage & Compensation Policy

(This section reflects current best-practice benchmarking and is subject to periodic review as the business scales.)

If a Customer's property or equipment is accidentally damaged due to the direct negligence or error of a ServiceGo Field Expert during service delivery, the following will apply:

• Reporting timeline: The Customer must report the incident to the call center within 24 hours of service completion, with supporting photo/video evidence.
• Maximum compensation limit: Regardless of the service charge amount, ServiceGo's compensation for any single incident of damage is capped at BDT 5,000. Where the actual verified damage is less than this cap, compensation will be based on the actual assessed amount.
• Exclusions: Liability does not apply to items that were already damaged, old, or in a fragile/weakened condition prior to service, damage resulting from incorrect information provided by the Customer, or electrical/structural defects unrelated to the service performed.
• Investigation process: Upon receiving a complaint, the support team will review the Field Expert's report, photo/video evidence, and the circumstances, and will generally communicate a decision within 3 business days.
• Form of compensation: Typically provided via repair, replacement, or a promo code/credit; for larger claims, management may decide on a cash settlement on a case-by-case basis.
• Orders completed via digital payment (bKash/Nagad/card) may become eligible for an enhanced compensation coverage in the future — any such change will be announced separately.

ServiceGo's maximum liability will under no circumstances exceed this limit, and this provision applies in conjunction with Section 14 (Limitation of Liability).

9. Field Expert Verification & Safety

Every Field Expert's identity is verified by ServiceGo, and each carries a ServiceGo identification badge. Customers are welcome to verify this ID before the service begins.

Any concerns regarding a Field Expert's conduct, identity, or work may be reported to the call center immediately.

10. Before & After Photo/Video Documentation

For certain services (e.g., shifting, appliance repair), the Field Expert will take photographs of the relevant area/equipment before and after the work. This helps clearly verify any future disputes or compensation claims and protects both the Customer and ServiceGo.

11. Customer Property & Presence During Service

• It is the Customer's responsibility to remove highly valuable, fragile, or personally important items (jewelry, cash, important documents, fragile decor, etc.) from the service area in advance.
• It is recommended that the Customer or a representative be present during the service, to oversee the work and verify it upon completion.
• If children or pets are present, it is the Customer's responsibility to keep them safely away from the work area during the service.

12. Intellectual Property

ServiceGo's name, logo, brand assets, and the content and design of its website/app are the sole property of ServiceGo. None of these may be copied, redistributed, or used commercially without our written consent.

13. Data Use & Privacy

Your name, address, mobile number, and order-related information will be used solely for service delivery, communication, and our promotional activities. We will not commercially share your information with third parties except where legally required.

Before/after photos and videos taken during service are primarily retained for quality control and dispute resolution purposes. Explicit Customer consent will be obtained before using any such images for marketing or promotional purposes.

If you do not wish to receive promotional SMS/calls/emails, you may opt out by notifying our call center.

14. Limitation of Liability

ServiceGo makes every reasonable effort to deliver services with care and professionalism. However, ServiceGo shall not be liable for:

• Issues arising from incorrect information or an incorrect address provided by the Customer.
• Delays or disruptions caused by natural disasters, strikes, government directives, or other circumstances beyond our reasonable control (Force Majeure).
• Damage to the Customer's valuable items/equipment that does not result directly from ServiceGo's negligence, or that results from the Customer's failure to take the precautions described in Section 11.

For any proven damage, ServiceGo's maximum liability shall be limited to the compensation cap stated in Section 8 and/or the total service charge paid by the Customer for the relevant order, whichever framework applies.

15. Indemnification

You agree to indemnify ServiceGo against any claim, loss, or expense arising from incorrect information provided by you, your breach of these Terms, or your misconduct toward a Field Expert.

16. Right to Suspend or Terminate Service/Account

If there is evidence of a breach of these Terms, fraudulent activity, or misconduct toward a Field Expert, ServiceGo reserves the right to suspend or terminate any order or account without prior notice.

ServiceGo reserves the right to decline any order before acceptance, particularly in cases involving: (a) safety concerns or lack of service coverage in the relevant area, (b) a Customer's prior record of misconduct toward a Field Expert or breach of these Terms, or (c) outstanding unpaid bills/dues from the Customer. In such cases, the Customer will be informed of the reason for the order being declined.

17. Dispute Resolution, Escalation & Jurisdiction

• General complaints (e.g., service quality, scheduling): reported via the call center/app, with a target resolution time of 2 business days.
• Urgent complaints (e.g., property damage, safety concerns): handled through a dedicated priority hotline/WhatsApp number with an expedited response.

These Terms shall be governed by the laws of Bangladesh, and any legal proceedings arising hereunder shall fall under the exclusive jurisdiction of the courts of Dhaka District.

18. Modifications & Other Provisions

• ServiceGo reserves the right to amend or revise these Terms as needed; revised Terms take effect upon publication on the website/app.
• Any complaint or claim arising under these Terms or relating to any service must be brought within 1 (one) year of the relevant incident; claims raised after this period will not be accepted.
• If any provision of these Terms is held invalid or unenforceable by a court, the remaining provisions shall remain in full force and effect.
• Any referral, discount, or promotional program shall be governed by its own specific rules in addition to these Terms.
• Where these Terms are published in both Bengali and English, the Bengali version shall prevail in case of any inconsistency, unless explicitly stated otherwise.
• For any questions regarding these Terms, please contact: [Email] / [Call Center Number] / [Emergency Hotline Number].