Legal/Service Agreement
Service Level Agreement & Operational Standards
Effective date: 20-Jul-2026
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1. Introduction
The LOOKS Service Level Agreement (“SLA”) establishes the operational standards that LOOKS aims to maintain for Customers and Business Owners. This document defines expected service levels, response times, operational commitments, and platform performance standards.
This SLA applies to
- Customers
- Business Owners
- Customer Support Team
- Operations Team
- Platform Administrators
2. Purpose
The objectives of this SLA are to
- Define measurable service standards.
- Improve customer satisfaction.
- Maintain operational consistency.
- Establish response time expectations.
- Ensure business accountability.
- Support continuous improvement.
3. Platform Availability
LOOKS aims to maintain platform availability of 99.5% or higher, excluding scheduled maintenance.
Scheduled maintenance will, where reasonably practicable, be communicated in advance through the Platform or other official communication channels.
LOOKS does not guarantee uninterrupted availability and shall not be liable for downtime caused by circumstances beyond its reasonable control.
4. Customer Support Response Times
LOOKS aims to respond to support requests within the following target timeframes:
Priority
Description
Target Initial Response
Critical
Payment failure, security issue, account compromise
Within 2 hours
High
Booking issue, refund request, settlement issue
Within 8 business hours
Medium
General support inquiry
Within 24 business hours
Low
Feedback, suggestions, non-urgent requests
Within 3 business days
These are service targets and not guaranteed response times.
5. Business Verification
LOOKS aims to complete business verification within 3–5 business days, subject to the receipt of complete and accurate information.
Additional verification may be required where necessary.
6. Appointment Management Standards
Business Owners are encouraged to
- Respond to booking requests promptly.
- Maintain accurate appointment availability.
- Minimize cancellations.
- Update schedules regularly.
LOOKS may monitor these operational indicators to improve platform quality.
7. Settlement Standards
LOOKS aims to process settlements to eligible Business Owners within the settlement schedule communicated by the Platform, subject to:
- Successful appointment completion.
- Payment verification.
- Fraud screening.
- Refund eligibility.
- Regulatory requirements.
Settlement timelines may vary depending on banking and payment service providers.
8. Refund Processing
Where a refund request is approved, LOOKS aims to initiate the refund promptly.
Actual receipt of funds by the Customer may vary depending on the payment provider and financial institution.
9. Incident Management
LOOKS categorizes incidents as follows
Critical
- Platform outage
- Security incident
- Payment system failure
High
- Booking failures
- Settlement delays
- Business Portal issues
Medium
- Display issues
- Notification delays
- Minor feature errors
Low
- Cosmetic defects
- Content corrections
- General usability improvements
LOOKS prioritizes incident resolution based on severity and impact.
10. Complaint Resolution
LOOKS seeks to resolve customer and business complaints fairly and efficiently.
Where possible
- Complaints are acknowledged promptly.
- Relevant information is reviewed.
- Both parties may be contacted for clarification.
- A decision is communicated after reasonable investigation.
Certain complex matters may require additional time.
11. Quality Monitoring
To maintain service quality, LOOKS may monitor
- Customer ratings.
- Customer reviews.
- Booking acceptance rates.
- Response times.
- Appointment completion rates.
- Cancellation rates.
- Customer complaints.
- Business verification status.
Monitoring is conducted to improve platform performance and user experience.
12. Continuous Improvement
LOOKS is committed to continuously improving its services.
The Platform may introduce
- New features.
- Operational enhancements.
- Security improvements.
- Performance optimizations.
- AI-powered tools.
- Customer experience enhancements.
Service standards may be updated to reflect these improvements.
13. Performance Disclaimer
The service levels described in this SLA represent operational objectives.
They are intended to guide platform performance and do not create separate contractual guarantees unless expressly agreed in writing.
14. Changes to this SLA
LOOKS reserves the right to amend this SLA from time to time.
Updated versions become effective upon publication on the Platform.
15. Contact Information
Questions regarding this SLA may be submitted through the official LOOKS support channels.
Effective Date
This Service Level Agreement becomes effective upon publication on the LOOKS Platform and remains in effect until amended or replaced.
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