Roles & Responsibilities

ROOF is an introduction service. Understanding each party's role ensures realistic expectations and successful outcomes.

ROOF' Role (Our Platform)

✓ What We DO

  • Introduce homeowners to 2-4 suitable firms based on project requirements
  • Verify firm registration and basic credentials before onboarding
  • Monitor response times and complaint signals internally
  • Manage firm capacity to prevent over-commitment
  • Facilitate the initial connection between parties

✗ What We DON'T DO

  • Guarantee outcomes, project completion, or contract signing
  • Handle payments, contracts, or escrow for renovation works
  • Mediate disputes between homeowners and firms
  • Supervise renovation work or quality control
  • Provide legal, financial, or technical advice

Homeowner's Responsibilities

  • Provide accurate information in the quiz (budget, scope, timeline)
  • Respond to firms that contact you within reasonable timeframes
  • Conduct your own due diligence on matched firms (reviews, references, portfolios)
  • Negotiate and sign contracts directly with your chosen firm
  • Handle all payments directly with the firm (not through our platform)
  • Verify permits, licenses, and insurance before committing to any work
  • Manage the renovation project directly with your contractor/designer

Important Reminder

You are not obligated to work with any matched firm. You may choose to work with some, one, or none of the firms introduced to you.

Firm's (Contractor/Designer) Responsibilities

  • Respond within 7-14 days of lead assignment (lead validity period)
  • Provide professional service including consultations, quotes, and proposals
  • Maintain valid licenses and insurance as required by Singapore regulations
  • Be transparent about pricing, timelines, and scope limitations
  • Honor contracted terms if engaged by the homeowner
  • Comply with capacity limits set by our platform

Quality Accountability

Firms that consistently fail to respond or generate complaints may be paused or removed from our network. However, contract disputes and project quality issues are between you and the firm directly.

Understanding "Introduction Service Only"

ROOF operates as a lead generation and introduction platform. This means:

  1. We facilitate the introduction between homeowners and firms
  2. All subsequent interactions (quotes, contracts, payments, work) happen directly between parties
  3. We are not party to any contract you sign with a firm
  4. We do not hold deposits or payments for renovation works
  5. Legal and regulatory compliance is the responsibility of the contracting parties

If Something Goes Wrong

For contract disputes, payment issues, or work quality concerns:

  • First: Communicate directly with the firm to resolve the issue
  • If unresolved: Seek legal advice or mediation services
  • Report to authorities: CASE, BCA, or relevant regulatory bodies
  • Inform us: We track complaint signals and may take action on the firm's account

Important: ROOF cannot mediate disputes, recover payments, or compel firms to complete work. Our role is limited to managing the firm's future access to our platform.

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