Terms of Service

These Terms of Service ("Terms") govern your use of CoolNow's website and booking service ("CoolNow", "we", "us", "our"), operated by COOLNOW PTE LTD (UEN 2026643544Z), registered at 3014 Ubi Road 1 #02-310, Singapore 408702, and any aircon servicing booking you make through it. By creating an account, making a booking, or using any part of the site, you agree to be bound by these Terms. If you don't agree, please don't use the service — you're welcome to reach us on WhatsApp with any questions first.

These Terms apply to bookings made by customers directly through coolnow.sg. They don't cover services booked separately through Bencool Services' own staff-assisted channels, which are arranged on their own terms at the time of booking.

Creating an account only needs your mobile number, name, email, and a 6-digit PIN you choose — we verify your mobile number by one-time passcode (OTP) before your first booking is created. You're responsible for keeping your PIN confidential and for all activity under your account. If you suspect someone else knows your PIN, please change it from your account page or contact us right away.

We reserve the right to suspend or close an account we reasonably believe is being used fraudulently, to abuse the referral program (see Section 6), or in breach of these Terms.

When you book, you choose a service, the number of aircon units, an available date and time slot, your service address, and (where relevant) add-ons like Chemical Wash or Condenser Wash. Availability shown at checkout reflects technician capacity at that moment and can change if someone else books the same slot first — we'll let you know if that happens before your booking is confirmed.

You're responsible for making sure the aircon unit(s), address, and any access details (e.g. unit number, gate codes) you provide are accurate, and that someone is present, or the unit is otherwise accessible, at the scheduled time. If our technician can't access the unit or complete the job because the information provided was inaccurate or no one was available, the booking may still be charged and you may need to reschedule at an additional cost.

Prices are shown to you in full, itemised, before you pay — the exact per-unit price, any add-ons, and any fees below. Depending on the service, pricing is a flat rate, a per-unit rate, or a tiered rate that varies with how many units you book; the price shown at checkout for your selected unit count is what applies.

• A promotional per-unit rate may apply once you book a minimum number of units for a service — this is shown as a "Promo" callout on the service and only applies once it is genuinely cheaper than the standard rate for that unit count.
• A flat transport fee may apply to smaller bookings (at or below a set number of units) to cover the cost of a technician visit — shown as its own "Transport fee" line only when it applies.
• A platform fee applies to every booking to cover payment processing and platform costs.
• Where you have a referral welcome discount or wallet credit available, these are applied as separate deduction lines — see Section 6.

Payment is collected via PayNow at the time of booking. Your booking is held pending payment; we'll confirm it once payment clears. All prices are in Singapore Dollars (S$) and inclusive of any applicable taxes unless stated otherwise.

We don't offer cancellations or refunds once a booking is confirmed and paid for. If you're unable to make an appointment, you can reschedule its date, time, or address from your account page, subject to the following:

• Each booking can be rescheduled once. Once used, that booking can’t be rescheduled again through your account — contact us on WhatsApp for any further change.
• A reschedule must be made more than 24 hours before the booking’s scheduled time. Once a booking is within 24 hours of its scheduled time, it can no longer be rescheduled through your account, and the booking stands as-is with no refund of the amount paid.

We may need to reschedule or cancel a booking on our side (e.g. technician unavailability, unsafe access conditions) — if we do, this doesn't count against your one reschedule, and we'll contact you as soon as possible to rebook or refund you in full.

CoolNow customers can share a personal referral code or link. When a new customer signs up using it and completes their first booking, both of you may benefit, on the following terms:

• The new customer (referee) gets a fixed discount off their first-ever CoolNow booking only, automatically applied when a valid, unused referral code is entered at signup.
• The referrer earns a fixed amount of wallet credit, but only once the referee’s first booking has been both paid and marked completed by our technician — not simply when the referee signs up or books.
• A referral code can be shared with and used by any number of different people. Each person may only ever be referred once, by whoever’s code they redeem first.

Wallet credit is not money.

• Wallet credit is a closed-loop promotional balance. It has no cash value, cannot be withdrawn, transferred to another person or account, or exchanged for cash, and cannot be topped up with real money.
• Each credit expires 180 days from the date it is issued. When you use credit, your oldest available credit is used first.
• Credit can be applied to a booking up to a cap of a percentage of that booking’s base service and add-on price — it never reduces the transport fee or platform fee, and does not apply below a minimum booking value. The exact percentage, expiry period, and reward amounts are shown to you at checkout and may be changed by us from time to time (see below).

We take reasonable steps to detect and prevent abuse of this program, including self-referral, duplicate or suspicious accounts, and matching billing or device details between a referrer and referee. We reserve the right to withhold, reverse, or claw back credit, and to suspend a referral where we reasonably believe it is fraudulent or not made in good faith, including after a reward has already been issued.

We may change the referral and credit amounts, the offset cap, the expiry period, or discontinue the program entirely, at any time. Credit you've already earned keeps whatever expiry it was given at the time, but we do not guarantee the program itself, or any specific reward amount, will continue indefinitely.

Our technician will take before-and-after photos of each unit serviced (coil and airflow) as part of our quality process — these are attached to your booking record and used to confirm the job was completed as described. Please ensure the technician has clear, safe access to each unit and that any pets or valuables near the work area are secured.

We'll do our best to arrive within your selected time slot; unexpected delays (traffic, an earlier job running long) can occasionally happen, and we'll keep you updated if your technician is running late.

Condominium bookings. If you live in a condominium, please inform your MCST in advance if your appointment falls within a “no work” period. If we are unable to carry out the work because of this, your booking may be rescheduled or cancelled.

Height limit. For safety reasons, our technicians can only service indoor aircon units that are 3 metres or lower from the floor. You confirm both of these points before your booking is placed.

We aim to provide a professional, careful aircon servicing experience. If something about the service wasn't right, please tell us within a reasonable time — use "Report a problem" on the completed booking in your account, or message us on WhatsApp — and we'll work with you to make it right, which may include a re-visit, partial refund, or other resolution depending on the issue.

To the fullest extent permitted by law, our liability for any claim arising from a booking is limited to the amount you paid for that specific booking. We're not liable for pre-existing faults in your aircon unit, damage caused by factors outside our control, or indirect losses. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under Singapore law, including under the Consumer Protection (Fair Trading) Act.

We collect the information needed to provide the service — your name, mobile number, email, address, aircon details, and booking/service history — and handle it in accordance with the Personal Data Protection Act 2012. Details of what we collect and how it's used are set out in our Privacy Policy.

We may update these Terms from time to time, for example as we add new services or features. We'll update the "Last updated" date above when we do. Continuing to use CoolNow after a change means you accept the updated Terms; if a change materially affects an existing booking, we'll let you know directly.

These Terms are governed by the laws of Singapore. Any dispute arising from these Terms or your use of CoolNow will be subject to the exclusive jurisdiction of the Singapore courts, without prejudice to any right you may have to bring a claim through the Small Claims Tribunals or another consumer redress avenue available to you under Singapore law.

Questions about these Terms, a booking, or your account? Message us on WhatsApp from the homepage, or email admin@coolnow.sg.