Service Level Agreement & Operational Standards

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

LOOKS reserves the right to amend this SLA from time to time.

Updated versions become effective upon publication on the Platform.

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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