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Silink Hourly & On-Site Services Schedule

Original effective date: 31 March 2026
Last updated: 31 March 2026

This schedule supplements the Silink Third-Party Services Terms for hourly, visit-based, home-based, or on-site services made available by or through Silink, including home organisation, send-a-helper style support, light household assistance, and similar provider-delivered services.

Unless current writing expressly states otherwise, this schedule applies where the covered service is booked by session, slot, hour, half-day, day-rate, visit, task block, or other on-site attendance format.

1. Scope and service format

Hourly and on-site services may vary by provider, location, category, and package. Unless current writing expressly states otherwise:

  • stated task lists are indicative of the general category and do not guarantee that every listed task is included in every booking
  • the confirmed scope is limited to the latest written booking summary, quotation, checkout flow, provider note, or operational confirmation issued by us
  • the provider may prioritise tasks based on time available, site conditions, operational practicality, and safety
  • no booking guarantees completion of all desired tasks within the booked period

2. Minimum booking, timing, and overtime

Unless current writing expressly states otherwise:

  • a minimum booking duration, minimum spend, zone-based threshold, or minimum call-out charge may apply
  • booked time may begin from the confirmed start time, provider arrival, access-ready time, or another timepoint specified in the booking flow
  • delays caused by denied entry, missing instructions, inaccessible premises, lift restrictions, management procedures, parking delays, or incomplete readiness may count against the booked slot
  • overtime, extended attendance, or materially expanded scope may be declined or charged at the prevailing additional rate
  • time may be rounded, recorded, or billed in the increment stated in the current schedule, booking flow, or quotation

3. Access, premises readiness, and customer cooperation

The customer must ensure that:

  • the address, unit number, access instructions, contact person, and arrival method are accurate
  • parking, loading access, lift access, security registration, venue approval, and entry permissions are available where relevant
  • the premises are reasonably safe, accessible, and ready for the service to begin
  • clutter, waste, fragile items, pets, and hazards are managed to a commercially reasonable extent before service starts
  • children, elderly persons, vulnerable persons, tenants, guests, and occupants are appropriately supervised where the service setting requires it

If the site is materially unready, inaccessible, unsafe, or inconsistent with the booking description, the provider or Silink may shorten, rescope, reschedule, or cancel the service, with charges applied to the extent permitted by the governing terms and current writing.

4. Included tasks, excluded tasks, and high-risk work

Unless current writing expressly states otherwise, hourly and on-site services do not include:

  • work at height, roof access, façade access, ladder work beyond ordinary safe household reach, or other elevated-risk work
  • electrical, plumbing, structural, gas, pest-control, medical, nursing, injection, or other regulated specialist work
  • heavy lifting, furniture moving, dismantling, drilling, installation, contractor work, or specialised equipment handling
  • bodily-fluid cleaning, infestation handling, severe mould remediation, exposed-sharp-object handling, biohazard handling, or unlawful waste handling
  • cash handling, document custody, confidential filing, password management, jewellery handling, or responsibility for valuables
  • unattended childcare, eldercare, pet boarding, security guarding, or personal-care duties unless expressly confirmed in current writing

If the booked service includes organisation, decluttering, packing, or household-reset support, task completion remains subject to the customer’s decision-making speed, disposal choices, available storage, and willingness to approve item sorting, relocation, or disposal.

5. Materials, equipment, utilities, and consumables

Unless current writing expressly states otherwise:

  • the customer is responsible for providing ordinary household access, electricity, water, lighting, and a reasonably workable environment
  • cleaning materials, storage materials, bins, bags, labels, hangers, or equipment may need to be supplied by the customer unless we have expressly agreed to provide them
  • provider use of customer-supplied tools, products, chemicals, or equipment is at the customer’s risk unless mandatory law requires otherwise
  • a provider may refuse to use unsafe, unlabelled, damaged, expired, or unsuitable tools, chemicals, or equipment

6. Parking, travel, zone charges, and waiting time

Unless current writing expressly states otherwise:

  • parking charges, ERP, tolls, venue access charges, island surcharges, remote-location surcharges, or exceptional travel charges may be passed through
  • waiting time caused by access delay, venue registration, customer lateness, or unresolved instructions may be chargeable
  • fixed-price bookings may assume standard travel conditions and standard site access only

7. Quality, completion, and subjective preference

Hourly and on-site services often involve subjective preference, household habits, storage style, cleanliness expectations, and site-specific constraints. Unless mandatory law requires otherwise:

  • Silink does not guarantee that the customer’s preferred aesthetic, organisational style, or sequencing method will be achieved
  • minor differences in method, style, folding preference, arrangement preference, or prioritisation do not by themselves establish service failure
  • the customer should review material concerns promptly during or immediately after the service where reasonably possible

8. Damage, breakage, and incident handling

If the customer alleges damage, breakage, loss, or incident during an hourly or on-site service:

  • the customer must notify us promptly and preserve reasonable supporting evidence
  • we may request photographs, videos, timestamps, statements, receipts, repair quotations, or other supporting material
  • where the alleged damage, breakage, loss, or incident is attributable to the underlying provider, the provider remains responsible in the first instance, while Silink may refer, coordinate, investigate, or facilitate the review without admitting direct liability
  • ordinary wear and tear, pre-existing defects, fragile-item instability, concealed defects, or customer-directed handling may affect liability assessment
  • no admission is made merely because Silink investigates, communicates with the provider, or explores a commercial resolution

9. Cancellation, rescheduling, and no-show

Unless current writing expressly states otherwise:

  • same-day cancellations, short-notice changes, denied entry, unresponsive customer conduct, or inability to contact the on-site contact may be treated as a chargeable cancellation or no-show
  • credits, reschedules, or replacement visits are discretionary unless the applicable written terms expressly confer them
  • weather, traffic, illness, venue rules, provider welfare, and other operational events may require rescheduling or substitution

10. No employment, no agency, and no direct control assumption

Unless current writing expressly states otherwise, an hourly or on-site booking does not make the provider the customer’s employee, Silink’s employee for the customer’s purposes, or the customer’s long-term domestic worker. The booking is a limited service arrangement governed by the applicable current written terms.