As we need to engage Netlink Trust to activate the fibre signal to your apartment, actual installation will usually be scheduled 7-10 days after application. If your house is not equipped with the fibre optical point, it will take 10-14 days before the services can be installed.

You will need to have your NRIC (for Singaporeans and PRs) or your Work Permit ID card (such as Employment Pass, S-Pass, Work-Permit, Student Pass for foreigners). For foreigners renting an apartment, you will also need the fully-signed Tenancy Agreement or Letter of Intent. If your physical Employment Pass is not ready yet, you can submit your In-Principal Approval Letter and Passport first before sending us a color-copy of the Employment Pass when it’s ready.

NetLink Trust designs, builds, owns and operate the fibre network infrastructure of Singapore and provides nationwide coverage in Singapore. They are the sole appointed "Network Company" for Singapore's Next Gen NBN. Through their network, they provide a number of services to Internet Service Providers, who in turn, provide retail fibre services to end-users.

Please call 1688 for assistance on after-sales related issues. The technical helpdesk will run through a series of network diagnostics to advise and resolve your connection issue. Due to personal data protection policies, the customer service will not reveal information to third parties and it’s recommended that the subscriber call in on his own as they will be verifying his account information. For Broadband and TV, in order to troubleshoot the issue, it’s best to call when you are at home. Subsequently, the technical helpdesk may arrange for an on-site assessment to resolve the connection. For quicker responses, you can also send a message via WhatsApp to Singtel’s customer service at +65-9018-1688.

If the technical helpdesk has identified that the cause of network connection issues might be due to 3rd party devices connected to your broadband service i.e. personal laptop/tablet, an on-site assessment request will be charged at $60 (weekdays/weekends). Singtel’s engineers specialise in devices and equipment sold by Singtel. For 3rd party devices, we recommend that you refer to the device manufacturer for assistance as the engineers are not trained in these devices. The engineers will also not be able to assist with requests relating to recovery of customer’s computer or provide advice on virus or malware infected computers, etc.

Yes, you can change your Singtel installation appointment 3 working days before the original appointment. To make a change, you can either call 1688 (Customer Service), via your Singtel OnePass account under “My Appointments”, or via the SMS link sent to you after your appointment has been scheduled.

You'll want to submit your relocation request 2-3 weeks in advance as appointment slots are subject to availability. You can submit your request through My Account (for OnePass account holders) Singtel online webform Calling 1688 (Relocation Hotline Operation Hours: Mon-Sat 8.30am-6pm)

Singtel OnePass is the single login ID you need to manage all your services on My Account and My Singtel app. To set up an account, click here.

You can visit a Singtel Main Shop to make the transfer. Both parties must be present with personal identification documents and tenancy agreement (with proof of occupancy for more than 6 months).

If your apartment is big, we recommend getting the WIFI Mesh solutions to help boost WIFI coverage around the house. Too many devices connected at the same time or on heavy bandwidth activities like video streaming or downloading large files can affect your internet speed too. If you face any issues with internet connection, a quick remedy to try would be to reboot all of your devices including the modem and routers. For more information on troubleshooting your internet speed, click here.

We will need to engage Netlink Trust to install the fibre optic point in your apartment. The Netlink Trust installation appointment can be booked through Singtel when you sign up for Home Broadband services with us. Please take note that if you are renting an apartment, you will need to seek consent from the landlord before you are allowed to install the fibre optic point. You will need the landlord to sign the Netlink Trust Owner Authorization Form prior to the application. You can download the form via the link here.

For a guide on understanding your Singtel bill, click this link.

You will receive your Singtel bill via the post (fees apply for hard-copy bills) or via your email address. You can pay via GIRO (Automatic Bank Deduction), Credit Cards, 7-Eleven stores, SingPost or through other electronic means. For more info, click on this link.

The SIM card is a free Data SIM Card that comes with 500MB of free data usage per month. Excess usage will be charged at $10.70/GB. You can insert this SIM card into your devices such as mobile phones and tablets and use the Singtel 4G network to surf the internet on the go.

Depending on the equipment that was set up in your apartment, you may have to return them to a designated Singtel shop in order to complete the termination process. You may call 1688 (customer service hotline) to check on the equipment that you need to return.

If your apartment size is more than 90 square meters (3 bedrooms-apartment), with the furthest bedroom separated from the living room with 2-3 walls, it’s best to install more than 1 router. Routers are typically set up in the living room or where your fibre optical point is located (in some instances at your front door area), and you may face limited WIFI signal in the area furthest away from your router location.

The 2Gbps asymmetric bandwidth allows for a maximum download speed of 2Gbps and a maximum upload speed of 1Gbps on the Optical Network Router (ONR). The ONR has 4 available active Gbe LAN ports that can each transmit at a maximum speed of 1Gbps to your WIFI Mesh, third party router / access point, or Internet-enabled devices (e.g. computer, Smart TV) via a wired connection. Having a higher bandwidth allows you to receive more data at a faster rate, and you can expect a combined total bandwidth of 1.6 -1.8Gbps*for the 2Gbps Fibre Home Bundle. For a single connection from a device/laptop over wired Gigabit Ethernet LAN, the typical download speed will be between 884.04Mbps –986.22Mbps (local) and 642.37Mbps –715.42Mbps (international). However, many factors affect the download speed and delivery of Internet traffic. Some of these include the broadband device / equipment used, the type of Internet connection (wired LAN / wireless connection), the number of people and devices your broadband connection is shared with.

Please note that: The Netlink Trust installation team might occasionally be late for their appointment due to unexpected delays. You are advised to call the Netlink Trust hotline at +65-6563-4273 to check for their installation team’s arrival time if they are late. During the installation, the contractors will pull in the fibre optic cables into your house from the main electrical riser located at your common corridor via the ceiling. If there's no access panel in the ceiling, you will need to engage your own contractor separately to open up a hole in the ceiling and all appointments will have to be re-scheduled again. The cost of hiring such contractors will usually be about $200-$300 and it will be borne by you. Please ensure that the contractors install the fibre optic point near the TV area (if there's no data points in the house) or in the circuit breaker (if there’s a data point patch panel linked to the data points located around the house). Please also ensure that there's a power socket near where the fibre optic point is located. If applicable, please remember to print out the Netlink Trust Owner Authorization Form signed by the landlord of your apartment. You will need to pass it to the Netlink Trust contractors.

Prior to the Singtel installation, Netlink Trust will activate the fibre signal to your apartment. If you have received such an SMS, it means that they have failed to activate the signal to your unit due to the following possible reasons: They were denied access to the MDF room located in your condominium which houses the fibre optic system in your vicinity. The fibre signal is weak and maintenance will need to be carried out to rectify the issue. Netlink Trust may take one to three months to resolve the above-mentioned issues.

Please note that: Depending on your subscription, there are at least 2 equipment that needs to be installed. Please ensure that there's at least 2-3 power points near the Fibre Terminal Point or the Data Point. If there is only one power point, please buy the power point extension cord beforehand. The installation team might occasionally be late for their appointment due to unexpected delays. Also, if your appointment time is 9AM-12PM, this means that the installation team will arrive any time within that time-frame. After you have selected your preferred installation appointment, please ensure that you are home on that day/timing. If you have forgotten your appointment and were not at home, of if the technician failed to get into your apartment via the condo intercom, re-appointment charges will apply. If you wish to change your appointment date/time, please call the Singtel customer service hotline at 1688 at least 3 working days prior to the original scheduled appointment.

In some instances where the previous occupier has yet to terminate their existing broadband service with their Internet Service Provider (ISP), we will require Netlink to manually activate the 2nd port of the fibre optic point for your new subscription. Since the 1st port of the fibre optic point is technically still in-use by the ex-occupier of the house, Netlink will release the 2nd port for your new subscription. You will have to be physically present at home for the 2nd port fibre service activation.

Yes, there’s a few additional points there you should know. WIFI coverage depends on the location of the WIFI router. Depending on the actual conditions of the house, you may need to buy your own WIFI extender/booster/mesh system to get a better WIFI coverage around the house. The contract commences on the day that the services are installed. Cancellation of the contract after an appointment is made but prior to the installation will incur cancellation charges of $235.40 The scope of work covered by the engineer is to ensure that you are connected wirelessly to your mobile device or via wired connection to your PC. If you have other smart devices at home (such as TVs, aircon, surround sound system speakers etc), these connections are not covered under the technician’s scope of work and you will need to look for your own IT engineer or the smart device manufacturer for WIFI connectivity assistance.

Singtel appointments are available Mondays-Saturdays. For high-rise apartments, you have 3 time slot options to choose from; 9:00am-12:00pm, 12:00pm-3:00pm and 3:00pm-6:00pm. For landed properties, the options are 09:00am-1:00pm or 2:00pm-6:00pm.

Netlink Trust appointments are available Mondays-Fridays. For high-rise apartments, you have 4 time slot options to choose from; 9:00am-10:45am, 10:45am-12:30pm, 1:30pm-3:15pm and 3:15pm-5:00pm. For landed properties, the options are 09:00am-1:00pm or 2:00pm-6:00pm.

You will need to rent a TV set-top box to receive the Singtel channels that you have subscribed to. As the TV service runs on the fibre platform, the set-top box needs to be connected to the Optical Network Router (ONR) through a data point (Lan Socket) or the WIFI router located near your TV set. In the event if there’s no internal wiring, data point or WIFI router that can be placed near your TV, we will arrange for external trunking to lay a LAN cable from the ONR to your TV area.

The Open Electricity Market is an initiative by the Energy Market Authority (EMA) that allows you to enjoy more choices and flexibility when buying electricity. You can benefit from competitive pricing and innovative offers from retailers. With the Open Electricity Market, you have the choice of buying electricity from: SP Group at the regulated tariff (no action is required if you choose this option); or An electricity retailer at a price plan that best meets your needs; or The wholesale electricity market at half-hourly wholesale electricity prices through SP Group.

SP's regulated tariff changes every quarter based on energy prices. Based on historical data, SP's tariff tends to be higher than what the electricity retailers offer by about 20%-30%. Furthermore, when you switch to an electricity retailer, you get to either lock in a fixed tariff rate or a fixed discount off the national tariff rate for your entire contractual term regardless of energy price volatility.

When you sign up with an electricity retailer, you are bound by a contractual term. On the other hand, you are not bound by any contract when you continue with SP. The early termination fees differ across electricity retailers, but on average, you will break even within 6-9 months in the event if you incur early termination fees vis-a-vis the savings that you made from switching.

You can choose to retain your existing meter. You also have the option of installing an Advanced Meter that allows you to keep track of your energy consumption on an hourly basis. Check out our electricity retailer partners who may offer great deals on installing the Advanced Meter.

The regulated tariff is the price charged by SP Group for supplying electricity to consumers. It is approved by EMA, and is based on a formula that takes into account the cost of producing and delivering electricity to consumers over the long term. It is adjusted quarterly to account mainly for changes in the price of fuel (i.e. natural gas) used to generate electricity.

After you have made the switch, SP Group will still continue to operate the national power grid, transmit and distribute electricity to the households and ensure the same electricity supply is delivered to everyone. There won’t be any disruption caused by you switching to another electricity retailer. In the unlikely event of a power disruption, you should contact SP Group at powerfeedback@spgroup.com.sg or call 1800-778-8888 for assistance.

No, your electricity retailer cannot cut off your electricity supply. If your retailer wishes to stop selling electricity to you, your retailer is required to inform you at least 10 business days before terminating your contract. Thereafter, you will be automatically transferred back to SP Group at the regulated tariff. You can also choose to switch to a new retailer. There will be no disruption to the physical supply of electricity to your premises when you change retailers.

Some electricity retailers require security deposit while some don’t. You should check directly with your retailer whether such deposits are required. As for your current deposit with SP Group, after you have made the switch, if your retailer doesn’t require security deposits, SP Group will automatically refund you 65% of your deposit with SP by offsetting it against your future water and gas bills. SP will still continue to hold 35% of the initial deposit amount you had with them for the water and gas portion.

If your retailer bills you directly for electricity, you will receive 2 bills. Your electricity bill will come directly from your retailer, while your water/gas bill will still continue to come from SP Group. If your retailer bills you via SP Group, they will be no change to your current billing arrangement and you will receive your electricity, water and gas bill from SP Group.

Most retailers accept payment via GIRO (automatic monthly bank deduction), Credit/Debit cards (one time/recurring payments) or AXS Machines.

For eligible local resident households, you will still be able to receive your U-Save rebates to offset your electricity charges after switching to a retailer. Depending on the timing of your electricity bill and payment arrangement with your retailer, your U-Save rebates may offset your electricity charges only in the subsequent months. Do note that your U-Save rebates will first be used to offset your SP Group bill for non-electricity charges (water, gas, refuse collection).

If you had chosen a contract with automatic renewal, the retailer must offer a renewed electricity rate that is lower than the regulated tariff at the point of renewal.” Most retailers are also required to inform you of the renewal 10 business days beforehand, and you can decide again then. You can also choose to switch to another retailer when your contract ends with your current retailer. There’s no disruption to power supply when you switch from one retailer to another.

Yes, Early Termination Charges will apply if you terminate your contract during the contractual term. Electricity retailers have their own Early Termination policies, so you may want to check with them in detail about this. Some retailers charge a flat rate for early termination fees, while some allow expatriates to exercise diplomatic clause waivers if they are repatriated or relocated to another country and termination fees are waived.

It is neither compulsory nor is there a deadline to switch. You can choose to stay with SP Group and buy electricity at the regulated tariff. However, if you do a cost-benefit analysis, taking into account the possibility of Early Termination Charges vis-à-vis the 20-30% cost savings, the benefit will outweigh the potential costs if you can save 20-30% on your monthly electricity bills. For an average household whose monthly electricity bill is about $100, we estimate that the breakeven point between the potential savings and the Early Termination fees (if applicable) will be about 10 months out of a 24-months contract. On the other hand, if you fulfil the whole contract, you stand to save more than $700 for an average household.

You can refer to the official EMA (Energy Market Authority) website for more info. For a quick overview of the consumer advisory, click on this link.

Most retailers will allow you to do so, although their administrative method of transferring your account from one location to another may differ. If you are shifting to a new residential address, please contact the respective electricity retailers’ customer service centre to inform them about your premise change request. In most cases, there will be an SP account closure fee of $10.70 (GST inclusive) collected by your electricity retailer on behalf of SP Group.

When you first move into your apartment in Singapore, you can choose to take up a standard 2-year contract. When the contract is about to end, notify your electricity retailer that you do not wish to renew the contract. Your electricity retailer will then help you to move your electricity account back to SP Group when your contract with them expires. For your last 6 months in Singapore, you can continue to purchase electricity from SP Group which doesn’t tie you down to any contractual term. Rest assured that there won’t be any power disruption during these procedures. In this way, by switching right at the start when you move to Singapore, you would have at least made 2 years-worth of savings by switching!

Most of the electricity retailers do not impose any administrative charges when you make the switch to them. To make an informed decision on which plan to subscribe to, you can clarify with the sales agents during the subscription process and read through the Fact Sheet of the plan.

Our various laundry merchants have their own delivery turnaround time. It also differs for Normal and Express deliveries. For more info, check out our laundry merchants to find one that best suits your needs.

Most of our merchants provide free delivery services when your order exceeds a certain amount. Otherwise a small delivery fee is chargeable.

A load wash refers to laundry being washed, tumble-dried and folded before it’s delivered back to you. Usually charged by the weight of the laundry, our laundry partner will wash all the garments in a single wash cycle. Do take note that it’s best to separate your coloured clothes from your white ones if you are going for this option to avoid colour-bleaching.

Your clothes will be washed, tumble-dried with a dryer, ironed neatly and delivered back to you. This service is normally ideal for your office or evening wear

Dry cleaning is a waterless cleaning method that uses chemical solvents as a cleaning agent to remove the dirt on your clothes. It is recommended for special dedicated fabrics such as silk, cashmere velvet, wool and taffeta that require extra care where it cannot be washed or tumble-dried that might cause shrinkage or colour run. It also prevents costume jewellery or beads sown on the clothes from being detached. Highly recommended for curtains, wedding gowns, tuxedo, leather wear, baju kurong, designers’ label and winter wear.

Most of our merchants use steam iron facilities to provide the best ironing services you could get. Steam iron ensures no shiny marks left on your suit. You can opt to leave this time-consuming chore to our merchants who will deliver back crisp and ready-to-wear clothes to you.

Our laundry partners have their own policies when it comes to minimum orders, although most do not specify any minimum weight. Do note that free deliveries are usually provided when you hit a certain number of pieces of laundry, and they will usually round up the weight of your laundry to the nearest kg for the Load Wash option. For more info, you can check out each of our partners listed in the app.

Yes, you are able to do so. Simply key in the special instruction under the Remarks section when placing an order.

Don’t worry about that. When our laundry partner picks up your order, let them know that you have additional items. They will be able to send you an invoice for the additional items on the spot via our app.

When the laundry is delivered back to you, our laundry merchant will indicate that their job is completed. You will also receive an in-app notification to mark the order as completed if you are satisfied with the service. If something went wrong with your order, you can submit the feedback via the in-app notification and we will check with the laundry merchant on how we can assist you further. You should also inform the laundry merchant immediately about the problem via our in-app chat.

You can simply reschedule your appointment for both pick-up and return via our app. Under your Upcoming Appointments screen, find the laundry merchant and tap on the Reschedule appointment button. You will be able to select 3 alternative dates and time and send it over to the laundry merchant to choose from. You might also want to send our laundry merchant a text message in advance via the in-app chat to let them know about the change request too. There’s no fee to reschedule your appointments via our app.

Our laundry merchants have their own policies regarding failed pick-up and delivery attempts. Some of our merchants may charge a small fee for no-show cases. For more information, you can check it under the Terms and Conditions of the laundry merchant when you make the payment to confirm the appointment.

We work with the best laundry merchants who put in the maximum effort to take care of your laundry. If your laundry has been damaged after the wash, please let the laundry merchant know immediately at the point of delivery. In the unfortunate event where the damage cannot be reversed, our laundry merchants will work out a reasonable compensation for your damaged item according to their individual Terms and Conditions.

We recommend that you should check your laundry articles for any stains or damages prior to pick up and you should do so immediately upon return. You should also make sure that the number of laundry items for both pick-up and return delivery tallies with your order. If there are unsatisfactory, damaged or missing items, you should inform the laundry merchant or Collate immediately. We will not be able to validate any claims made after 24 hours upon delivery.

We have standard terms and conditions that our laundry merchants abide by. However, with respect to their customers, for discrepancies, disputes, and matters related to the laundry service itself, our laundry merchants retain the right to following their individual company’s Terms and Conditions.

Yes, you are able to. However, it is not recommended because our laundry merchant would not be able to guarantee the security of your items. It’s best that someone is present to verify the number of items collected or delivered, and to spot any defects or stains on the spot.

To make sure that your air-conditioning unit continues to function at its optimal efficiency, especially in hot and humid Singapore, it’s recommended that you do regular maintenance and servicing for your air-con unit. This will also help increase the lifespan of your air-con unit. Maintaining your air-con unit well will help you avoid major repairs or a complete overhaul of the system, saving you both time and money.

Most of our air-con servicing partners provide professional services in general servicing, chemical wash, chemical overhaul, repairs as well as installation of air-conditioning units.

It depends on the number of air-con units that you have in your apartment. A general guide would be about one hour for a 3-fancoil-units apartment.

If the air-conditioning unit is used every day, it is best to service it 3-4 times a year.

You may have selected the wrong cooling mode in your air-con control, refrigerant is low or the internal parts of your aircon are dirty.

Condensation takes place internally in the air-con unit. When the drainage pipes are dirty, clogged or choked, water leakage occurs.

You will need to do a chemical wash when a general servicing is insufficient to restore the efficiency or condition of your air-con unit. If you maintain your air-con unit well constantly, you can reduce the possibility of a need to do a chemical wash which does a thorough cleaning of the whole air-con unit.

Most of our merchants provide at least a 30-day post-service workmanship warranty. For more details, it is advised that you read through the Terms and Conditions of the service provider prior to making payment.

We have standard terms and conditions that our air-con merchants abide by. However, with respect to their customers, for discrepancies, disputes, and matters related to the air-con service itself, our air-con merchants retain the right to follow their individual company’s Terms and Conditions.

For simple cleaning, you might be able to do it yourself. However, if the air-con unit is faulty, it’s best to leave it to a professional as DIY aircon repair is risky when a problem with the air-con unit may escalate into something major.

Our air-con merchants strive to keep your house as clean as possible during the servicing. They are also trained to clean up the wash area after they are done. If there are any issues, please inform the air-con technicians immediately while they are still at your place so that they can clean up the area. In the event if they have left, please let us or the merchant know about any problems via the COLLATE app.

Most of our air-con merchants are able to service the commonly used brands. For more information about the brands that our merchants cover, check out the Terms and Conditions of the service provider prior to making payment.

During a general servicing, besides checking the air-con unit for any anomalies, the technicians will also thoroughly clean the unit, including fan coils, fan blades, filters and drainage pipes.

A chemical wash refers to the process of cleaning all the internal components of the air conditioning unit involving the use of chemicals. The process will involve dismantling certain inner parts of the aircon. The components in question include the condenser, filters, and evaporator coils. This is a more comprehensive cleaning procedure than your regular servicing.

Chemical Overhaul is an intensive process of thoroughly cleaning the aircon unit which includes full dismantling from the mounted wall. Unlike a chemical wash, a chemical overhaul may be used as a method of repairing your aircon if you have problems with it. Each aircon component is dismantled and checked carefully and may be repaired or replaced if necessary. After a chemical overhaul, your air-con should perform at its optimal efficiency as if it's brand-new again.

You can save about 10-15% off the maintenance charges when you opt for an annual servicing package as compared to a one-time service. Enjoy the convenience of receiving automated reminders via our app to book your subsequent appointments when you purchase an annual servicing package.

You can simply reschedule your appointment for your servicing appointment via our app. Under your Upcoming Appointments page, find the aircon merchant and tap on the Reschedule appointment button. You will be able to select 3 alternative dates and time and send it over to the Aircon merchant to choose from. You might also want to send our aircon merchant a text message in advance via the in-app chat to let them know about the change request too. There’s no fee to reschedule your appointments via our app.

We work with the best aircon merchants who puts in the maximum effort to make sure that your air-con functions well. If there are any damages caused by our merchants, please let the technician know immediately when they are still present in your house. In the unfortunate event where the damage is deemed irreversible, any compensation or recovery measures will be based on the merchants’ individual Terms and Conditions.

Gas or refrigerant top-ups are necessary when the air-con unit is not cooling efficiently. Our aircon merchants’ technicians will usually inform you about this when they are carrying out their servicing work. Our partner merchants will be able to send you an invoice for the additional items required on the spot via our app.

Our aircon merchants have their own policies regarding failed appointment attempts. Some of our merchants may charge a small fee for no-show cases. For more information, you can check it under the Terms and Conditions of the aircon merchant when you make the payment to confirm the appointment.

Yes, you are able to do so. Simply use the app to find your preferred aircon merchant, choose the Annual Servicing Package, key in the tenant’s email address and he will be able to receive the package as a “gift” from you. Your tenant will need to have an account with COLLATE before he can receive the package. You will not have to worry about your air-con being used for months without regular servicing because your tenant will receive automated reminders within the app to book the subsequent servicing appointment every 3 months.

Our merchants strive to be punctual for every appointment, but due to unforeseen circumstances, they may occasionally be late. Please drop them a text message via our in-app chat to find out where they are and what time they will arrive. You may also contact our COLLATE customer service team and we will try to reach out to the aircon merchant for you.

COLLATE is an on-demand household services booking mobile app that connects homeowners, tenants, property agents and household service providers on a single platform. Via the app, customers can make and receive new and reschedule appointment booking confirmations instantly from their preferred merchants.

We will begin with 4 services – Telecommunications, Electricity Retailers, Laundry Services and Aircon Servicing. We will continue to bring more household related services to our customers in the coming months.

Our merchants listed on COLLATE enjoy an extended reach to customers and have their own profile page. Our merchants are also able to have their promotional posters or advertorial ads uploaded onto their profile page. Leave the advertising and marketing job to COLLATE as we help you reach a wider audience. Merchants pay $0 to be on-board our platform and can start accepting incoming bookings once we have gone through the vetting process and register you as a verified merchant.

On a single platform, you have access to reliable household service providers whom you can make instant bookings to hire them for your household needs. The price quoted on our platform matches those of the merchant, so you don’t have to worry about paying extra. Via COLLATE, you can manage your household chores with a few clicks, in the comfort of your own home. Say goodbye to long queues to sign up for your Telecommunication services, or having to spend time to read through the details of the Open Electricity Market as you can simply hire a professional sales agent via COLLATE who will visit you to guide you through the subscription process. There’s no need to call or message laundry and aircon companies anymore as you can simply book their services via us too. As COLLATE grows, besides providing convenience, we look forward to bringing even more value to you as our customer as we roll out loyalty and discount programs. Be sure to frequently check back COLLATE for the best deals that you don’t want to miss out!

No, we have an agreement in place with our merchants that the prices listed in COLLATE will be the same as their usual prices when you hire them via other means.

We currently accept payment via credit cards and we use Stripe as our payment gateway.

If you are unable to make it for a scheduled appointment, you may want to reschedule the appointment instead. In the event if you don’t require the service that you have paid for anymore, do send a message to our merchant via our in-app chat to let them know that the booking will be cancelled. To cancel a booking, please fill in an enquiry form via the “CONTACT US” tab and we will remove the appointment from the system. You will receive a refund of up to 90% of the amount paid for the cancelled booking. For more details on our Refund Policy, please refer to our Terms of Service.

Yes, simply head to your “Upcoming Appointments” screen in the app, find the appointment that you wish to reschedule and tap on the “Reschedule Appointment” button. You will then be able to select 3 alternative dates/time and send it over to the merchant to accept the appointment change.

Simply download our app and create an account with us. Remember to indicate which industry you are interested to provide services for. Alternatively leave us with your contact details via the “CONTACT US” tab in the app or via our website. We will get back to you as soon as we can to schedule an interview with you. During the interview, we will vet through your professional details and your account will be activated once the vetting process is completed.

Simply download our app and create an account with us. Remember to indicate which industry you are interested to provide services for. Alternatively leave us with your contact details via the “CONTACT US” tab in the app or via our website. We will get back to you as soon as we can to schedule an interview with you. If you are selected to be a sales agent, you will attend a 1-day course to equip you with the knowledge to serve our customers.

We adopt a stringent approach to protecting our customers, sales agents and merchants’ personal data and privacy. We will only use your information as set out in our company’s Privacy Policy and we only collect information that is necessary for the relevant merchants to contact you with regards to your appointment. We will adhere to the Personal Data Protection Act 2012 with regards to the collection, use and disclosure of personal information. For more info, please refer to our Privacy Policy.

To protect our customer’s privacy, chats are automatically disabled after an appointment has been completed. If there’s any urgent after-sales enquiry, please let COLLATE know and we will assist you as much as possible.

As a customer, you have the freedom to choose the method of hiring a service provider. However, any appointments or services completed directly between you and the merchant will mean that you might miss out on promotions, convenience and the reliability that we offer. It will be difficult for us to assist you in the event of any dispute arising from such direct hires too. Also, the price listed in our app by the merchant is technically similar to what the merchant offers based on our Service Agreement with the Merchants. As such, we hope you can make full use of COLLATE and book appointments through us with a peace of mind knowing that we are here to support you. We will also be rolling out a reward and loyalty program soon, so take full advantage of our service and get rewarded for bookings made through us!

For any ad-hoc items or services provided by the merchant, we recommend that the merchant bills it to you using our in-app invoicing feature and you can make the payment for it via the app. A transaction ID for the payment will be captured and in the event of a dispute, we can use it as a supporting document. It will be difficult for us to assist you if there is any dispute arising from such direct payment to the merchant.

When a merchant has indicated that they have completed a job, customers will receive a notification to acknowledge that the job has been completed satisfactorily. Clicking the notification will lead you to a page to leave reviews and ratings for the merchant and to mark the job as completed. If a job is not completed up to your satisfaction, you can indicate that the job is incomplete and you can provide feedback and photos and send it to us via the app. Our customer service team will follow up with you and the merchant to rectify the issue.

Yes, when you receive the notification, please tap on it and it will bring you to a page to leave reviews and ratings for the merchant and to mark the job as completed. You can also access this feature by clicking your Upcoming Appointments page. This is important as we rely on this two-factor acknowledgement from both the customer and the merchant to make sure that the appointment is fulfilled before the merchant is paid for the services rendered.

First, choose the service that you require. For Telecommunications and Electricity Retailers, select “Book Appointment”, key in your preferred meeting location, 3 preferred dates and time that you wish to meet the sales agent and make a booking request. One of our sales agents who is available will accept your request and you will be notified. You can then proceed to Payment to confirm the booking. As for our other services (Laundry and Aircon), you can pick your preferred service provider, choose the items/services that you require and place a booking with them. Once your request has been accepted, simply proceed to Payment and the appointment will be confirmed. Alternatively, if you have no preference on a service provider, make full use of our Quick Book function. Your booking request will be seen by all of the relevant service providers and be accepted by a service provider who accepts your request first.

You will receive an in-app notification informing you that the service provider has accepted your booking request. Alternatively, under the Upcoming Appointment screen, you can tap on the ‘Pending Appointments’ button and you can see all pending bookings that are waiting for a service provider to accept. For bookings that are accepted by the service provider, you will see ‘Pending Payment’ under the booking. You can tap on it to make the payment and confirm the appointment.

You will receive an in-app notification informing you that the service provider has sent an invoice to you. To view the invoice, you can access it from the side-menu under ‘Pending Invoices’. Tap on any invoice to see its details and you can make payment for it.

Simply tap on the side-menu of our app, choose “CONTACT US” and you will be able to fill in a form with your valuable feedback and send it to us. You can also send us feedback via our “CONTACT US” enquiry form on our official website.

Having a regular household service provider is great! More importantly it shows that their services are reliable. We would love to have them join our platform and be able to provide their professional services to our other customers too. If you wish to recommend a service provider to us, let us know by sending us an enquiry form via the “CONTACT US” tab or “Suggest a service” via our website.

Everyone loves discounts, don’t we? As we continue to work on new app developments, one feature that we are definitely rolling out will be a loyalty program for our valued customers. Stay tuned so that you won’t miss out on the best deals!

No, our merchants will only be paid when the job is completed satisfactorily. That is why we have the Acknowledge Job Completion feature for both the customer and the merchant to make sure that the appointment is fulfilled before the merchant is paid for the services rendered. If a job is completed successfully, do remember to leave a rating/review for the merchant and to mark the job as completed so that we can release the payment to the service provider. On the other hand, if a job wasn’t completed, do let us know as well via the in-app notification or by clicking the tick icon in your Upcoming Appointments screen.

Quick Book is a feature that allows you to book a random sales agent (For Telecommunications and Electricity Retailers) or a service provider. After you have selected the items/services that you require and submitted the booking request, the fastest sales agent or service provider who accepts your request will be assigned the job. You can then proceed to Payment to complete the booking confirmation.

You may have accidentally disabled notifications from COLLATE. To resolve this, under your “Settings” or “General Settings” on your phone, search for COLLATE. Click COLLATE and under “Notifications”, you can turn it ON to allow notifications from us. Keep the notifications from COLLATE on so that you can receive automated reminders from us to book your subsequent appointments or to be kept informed of any new services or promotions.

You can create an account using your email address, and you will need to fill in your name, a local mobile number and a password. You will then receive a One-Time Password sent via SMS to the local mobile number to authenticate the account creation. Alternatively, you can also register using your Facebook account or Apple ID (for IOS users).

You can create an account using your email address, and you will need to fill in your name, a local mobile number and a password. You will then receive a One-Time Password sent via SMS to the local mobile number to authenticate the account creation. For sales agents or merchants, we will contact you as soon as we can to arrange for an interview and your account will only be activated after we have completed the vetting process.

Simply tap on the side-menu of our app, select “Account Settings” and tap on the 'Edit' icon. You will be able to edit your name, in-app username, profile picture, local mobile number. To save the changes, you will need to tap on the 'Save Changes' button at the bottom of the screen.

Yes, you can change your password. Simply tap on the “Forgot password?” button at the login screen and an email will be sent to your registered email address to change your password.

As a customer, there are no extra charges that you have to pay to COLLATE to use it.

The merchant or sales agent may have just joined COLLATE and has not accepted any job requests yet. Do rest assured that merchants and sales agents would have passed the vetting process before they are listed on COLLATE.

As our reviews and ratings are not available on an open system, it can only be submitted by customers who have hired a sales agent or merchant via COLLATE. Customers will be notified to acknowledge that a job has been completed and that’s the only feature in the app that allows them to submit a review and rating of the service provider who has attended to them.

For our Telecommunications and Electricity Retailer sales agents, they will undergo training in their respective fields to ensure that they are equipped with the essential knowledge to advise you in detail. After they have passed the training and tests, they will be listed as sales agents to accept incoming booking requests. For our household service providers, prior to their listing on COLLATE we will conduct interviews with the company person-in-charge and have background checks done based on their public records (such as Company Registration details, registered business address and contact details) to ensure that the information is legitimate. We will also request for company portfolios or character referees wherever possible to verify that the services provided are professional. We will also search for information about the service provider via public domains.

In the event of any claims, our service providers are indemnified by their individual company’s insurance if applicable. It is advised that you read through the Terms and Conditions of the service provider prior to making payment. For more details on disputes, claims and liability, you may refer to our Terms of Service.

Our sales agents and merchants are expected to display high standards of professionalism and integrity. Sales agents or merchants who are found to have breached our terms of service, receive frequent complaints of poor service without remedy, or are non-compliant with local law, rules and regulations will be suspended or completely removed from the app.

COLLATE allows our customers and merchants to make and receive new and reschedule booking requests on-demand. We are also the first in the industry to provide subscription services to Telecommunications and Electricity services. In light of the COVID-19 situation, we have also introduced a feature that allows both customers and merchants to view each other’s health and travel status prior to the appointment for a peace of mind. For our merchants, COLLATE value-adds by providing them with a platform to maintain a company profile, list of services and transparent pricing, as well as display advertorial posters to highlight their promotions to customers.

Yes, you can still reschedule the appointment on the actual day of the appointment. Do send an in-app message to the merchant to inform them of the reschedule request as soon as you can because they may be on the way to your apartment.

Yes, we capture your payments as transactions. You may find them via the side-menu under “Transactions”.

For more details on the Terms and Conditions of our service, simply tap on the side-menu of our app and select “Terms of Service”. You can also find the Terms of Service on our official website.

You will see a bar on the Main Dashboard with your next appointment date and time. Tap it and you will be able to see the full list of appointments. Alternatively, you can also access your list of upcoming appointments by tapping on the side-menu of our app and select “Upcoming Appointments”.

The health of all depends on each of us. The COVID-19 situation has yet to stabilize globally, so in order to keep both our customers and service providers safe, we would like to seek everyone’s cooperation to answer 3 simple questions relating to their health and travel status prior to the appointment. Your latest update can be viewed by the other party prior to the appointment but it will no longer be accessible once an appointment is completed. While updating your status is not compulsory, doing so will give both our customer and service provider a peace of mind when visiting each other.

No, COLLATE does not keep a history of the status updates that you make. We will only store the latest update that you make so that it can be viewed by the other party prior to your appointment. Do rest assured that once the appointment is completed, neither the customer nor the service provider is able to see the health and travel status of the other party.