1. INTRODUCTION

ServiceBersama is an online marketplace platform operated by Kesatu Holdings, a business registered in Brunei Darussalam, that connects customers with independent service providers.

By accessing, registering, browsing, booking, offering, or using any service through ServiceBersama, you agree to comply with these Terms of Service, Privacy Policy, Refund Policy and Provider Agreement.

If you do not agree with these Terms, you must not use the platform.

2. DEFINITIONS

For the purpose of these Terms:

“Platform”means the ServiceBersama website, system, application, online marketplace, payment system, communication system, and related services.

“ServiceBersama”, “we”, “us” or “our” means Kesatu Holdings, the legal owner and operator of the ServiceBersama platform.

“Customer”means any person who uses the platform to search for, request, book, purchase, or receive services.

“Provider”means any person, freelancer, business, contractor, vendor, or service provider who registers or offers services through the platform.

“User”means both Customers and Providers.

“Service”means any job, task, work, appointment, booking, digital service, physical service, or professional service offered by a Provider through the platform.

“Booking”or “Order” means a confirmed request made by a Customer for a Provider’s service.

“Admin”means ServiceBersama’s authorised administrator or management team.

“Commission”means the fee deducted by ServiceBersama from the Provider’s earnings for using the platform.

3. ROLE OF SERVICEBERSAMA

ServiceBersama acts only as an online marketplace and intermediary platform.

ServiceBersama connects Customers with independent Providers. ServiceBersama does not directly provide, perform, supervise, control, guarantee, or manage the services listed by Providers unless expressly stated.

Providers are independent third parties and are not employees, agents, partners, or representatives of ServiceBersama.

Any service agreement is made directly between the Customer and the Provider. ServiceBersama may assist with bookings, communication, payment handling, dispute review, and platform administration, but we are not responsible for the actual performance of the service.

ServiceBersama does not guarantee:

a. The quality of any service;
b. The accuracy of any Provider listing;
c. The reliability of any Provider or Customer;
d. The outcome of any service;
e. The availability of any Provider;
f. That a service will meet a Customer’s expectations.

4. ELIGIBILITY TO USE THE PLATFORM

By using ServiceBersama, you confirm that:

a. You are at least 18 years old, or you are using the platform with the consent of a parent or legal guardian;
b. You have the legal capacity to enter into agreements;
c. The information you provide is true, accurate, complete and current;
d. You will use the platform only for lawful purposes;
e. You will comply with all applicable laws and regulations in Brunei Darussalam.

ServiceBersama reserves the right to refuse registration, reject bookings, suspend accounts, or terminate access at our sole discretion.

5. ACCOUNT REGISTRATION

Users may be required to create an account to access certain features.

You are responsible for:

a. Keeping your login details confidential;
b. All activity carried out under your account;
c. Updating your account information;
d. Immediately notifying ServiceBersama of any unauthorised access.

ServiceBersama shall not be liable for any loss or damage arising from your failure to protect your account details.

6. CUSTOMER RESPONSIBILITIES

Customers agree to:

a. Provide accurate booking information;
b. Provide correct location, contact details and service requirements;
c. Treat Providers respectfully;
d. Make payments only through the ServiceBersama platform or approved payment method;
e. Not request illegal, unsafe, misleading, abusive, or inappropriate services;
f. Not bypass the platform to avoid ServiceBersama fees;
g. Cooperate with Providers to allow completion of the service;
h. Review completed services fairly and honestly.

Customers must not:

a. Harass, threaten, abuse or discriminate against Providers;
b. Provide false complaints or false refund claims;
c. Misuse ratings or reviews;
d. Cancel bookings repeatedly without valid reason;
e. Request services outside the approved booking scope without proper payment.

7. PROVIDER RESPONSIBILITIES

Providers agree to:

a. Offer services honestly, professionally and lawfully;
b. Provide accurate descriptions, prices, availability and delivery timelines;
c. Deliver services as agreed with the Customer;
d. Arrive on time for physical bookings;
e. Communicate clearly and respectfully;
f. Maintain appropriate skills, tools, qualifications, licenses, permits or approvals where required;
g. Follow applicable laws, safety standards and industry practices;
h. Complete services before requesting release of payment;
i. Accept Customer reviews and ratings;
j. Inform ServiceBersama immediately if unable to complete a booking.

Providers are solely responsible for the quality, legality, safety, accuracy and completion of the services they provide

8. SERVICE LISTINGS

9. PROHIBITED SERVICES AND CONDUCT

Users must not use ServiceBersama to offer, request, promote or carry out:

a. Illegal services;
b. Fraudulent services;
c. Adult or sexually explicit services;
d. Gambling or betting services;
e. Sale or supply of illegal substances;
f. Dangerous, harmful or violent activities;
g. Services involving harassment, exploitation or abuse;
h. Services that infringe copyright, trademarks or intellectual property rights;
i. Misleading, deceptive or unfair practices;
j. Any activity that violates Brunei Darussalam law.

ServiceBersama reserves the right to report unlawful conduct to the relevant authorities.

10. BOOKING PROCESS

A Customer may submit a booking request through the platform.

A booking is only confirmed when:

a. The Customer submits the required information;
b. The Provider accepts or is assigned to the booking;
c. Payment is confirmed by ServiceBersama or Admin; and
d. ServiceBersama issues confirmation through the platform, email, WhatsApp or other approved communication method.

Providers must not start work before payment or booking confirmation is approved by ServiceBersama/Admin.

ServiceBersama is not responsible for any work started outside the approved platform process.

11. PAYMENT TERMS

Customers must pay the service fee as displayed on the platform prior to booking confirmation.

Payments must be made only through ServiceBersama’s approved payment methods.

Direct payment between Customers and Providers is strictly prohibited unless expressly authorised by ServiceBersama in writing.

Providers who accept direct payment outside the platform may have their account suspended or terminated.

ServiceBersama may hold payment until the booking is completed, confirmed, or resolved.

12. PROVIDER EARNINGS AND COMMISSION

Providers will receive earnings after successful completion of the service, subject to ServiceBersama’s review, confirmation, payment clearance and deduction of applicable commission.

ServiceBersama may deduct a commission from each completed booking. The commission rate may vary depending on the service category, promotional arrangement, provider type, or agreement with the Provider.

Commission: 20%, unless otherwise agreed.

ServiceBersama may also deduct:

a. Refunds;
b. Chargebacks;
c. Penalties;
d. Administrative fees;
e. Outstanding amounts owed by the Provider;
f. Any applicable payment processing charges.

13. WITHDRAWAL OF PROVIDER FUNDS

Providers may request withdrawal of earnings subject to:

a. Minimum withdrawal amount;
b. Payment verification;
c. Bank account verification;
d. Completion of services;
e. No unresolved disputes;
f. No suspected fraud or breach of Terms.

Withdrawal processing time may vary depending on the payment method, bank processing time and internal verification.

ServiceBersama reserves the right to delay, hold, or reject withdrawals if fraud, dispute, refund, chargeback, policy breach or suspicious activity is detected.

14. SERVICE COMPLETION

A service may be considered completed when:

a. The Provider marks the job as completed;
b. The Customer confirms completion;
c. The agreed service has been delivered;
d. The Customer fails to respond within [2] days after delivery or completion notice; or
e. ServiceBersama determines that the service has been substantially completed.

If the Customer does not respond within the stated timeframe, ServiceBersama may automatically mark the order as completed and release payment to the Provider.

15. CANCELLATION POLICY

Customers may cancel a booking before work begins, subject to ServiceBersama’s cancellation rules.

Providers must inform ServiceBersama and the Customer as early as possible if they are unable to fulfil a booking.

Frequent cancellations, late cancellations, or failure to attend bookings may result in:

a. Warning;
b. Reduced visibility;
c. Penalty;
d. Temporary suspension;
e. Permanent removal from the platform.

ServiceBersama reserves the right to determine whether a cancellation is valid.

16. REFUND POLICY

ServiceBersama aims to ensure fair transactions between Customers and Providers.

16.1 Eligibility for Refunds

Refunds may be granted if:

a. The Provider fails to deliver the service;
b. The Provider does not attend the confirmed booking;
c. The delivered service is significantly different from the listing or agreed scope;
d. The order is cancelled before work begins;
e. The Provider is unable to complete the service due to fault of the Provider;
f. ServiceBersama determines that a refund is fair and reasonable.

16.2 Non-Refundable Situations

Refunds will generally not be issued if:

a. The Customer changes their mind after service completion;
b. The service was delivered as described;
c. The Customer provided incorrect or incomplete information;
d. The Customer failed to attend, respond or cooperate;
e. The Customer requested additional work outside the original scope;
f. The dissatisfaction is based on preference rather than service failure;
g. The refund request is made after the allowed dispute period.

16.3 Partial Refunds

ServiceBersama may issue partial refunds depending on:

a. The stage of completion;
b. Work already performed;
c. Costs already incurred by the Provider;
d. Evidence provided by both parties;
e. The nature of the complaint.

16.4 Revision First Policy

Where applicable, Customers must first request a reasonable revision, correction or remedy before requesting a refund.

16.5 Dispute Period

Customers must open a dispute within [2] days from the date of delivery, completion, appointment date, or marked completion.
Failure to open a dispute within this period may result in the order being treated as completed and non-refundable.

16.6 Refund Processing Time

Approved refunds will be processed within 5 to 14 business days, depending on the payment method, bank, payment gateway, or administrative processing.

16.7 Platform Fees

Platform fees, booking fees, administrative fees, payment gateway fees and commission fees may be non-refundable unless otherwise decided by ServiceBersama.

16.8 Abuse of Refunds

ServiceBersama may reject refund requests, suspend accounts, or permanently ban Users who abuse the refund process, make false claims, submit fake evidence, or repeatedly misuse the dispute system.

17. DISPUTE RESOLUTION

If a dispute arises between a Customer and a Provider, both parties must first attempt to resolve the issue respectfully.

If the issue cannot be resolved, either party may submit a dispute to ServiceBersama.

ServiceBersama may request:

a. Chat records;
b. Photos;
c. Videos;
d. Receipts;
e. Proof of attendance;
f. Proof of completion;
g. Service descriptions;
h. Any other relevant evidence.

ServiceBersama may review the dispute and make a decision, including:

a. Full refund;
b. Partial refund;
c. Release of payment to Provider;
d. Revision or correction request;
e. Cancellation of booking;
f. Account warning, suspension or termination.

All decisions made by ServiceBersama regarding platform disputes shall be final and binding for platform purposes.

Nothing in these Terms prevents a User from pursuing legal remedies under the laws of Brunei Darussalam.

18. RATINGS AND REVIEWS

Customers may leave ratings and reviews after completion of services

Reviews must be honest, fair, relevant and based on actual experience.

Users must not:

a. Post fake reviews;
b. Threaten bad reviews to obtain discounts or refunds;
c. Use abusive, defamatory, discriminatory or offensive language;
d. Review their own services;
e. Manipulate ratings.

ServiceBersama may remove or edit reviews that violate these Terms.

Consistently low ratings may result in Provider warning, reduced visibility, suspension or removal.

19. ANTI-CIRCUMVENTION

Users must not bypass, avoid, or attempt to avoid ServiceBersama’s payment system, commission, booking process or platform fees.

This includes:

a. Requesting direct payment;
b. Sharing bank details to bypass the platform;
c. Completing jobs outside the platform after being connected through ServiceBersama;
d. Encouraging Customers or Providers to transact privately;
e. Cancelling a booking and completing it privately

Violation may result in suspension, termination, withholding of funds, penalties or legal action.

20. USER CONDUCT

Users agree to behave respectfully and professionally.

Users must not:

a. Harass, threaten, abuse or intimidate others;
b. Use discriminatory language;
c. Commit fraud or deception;
d. Upload viruses, malware or harmful code;
e. Attempt to hack, disrupt or damage the platform;
f. Misuse personal data obtained through the platform;
g. Impersonate another person or business;
h. Make false claims or false complaints;
i. Damage the reputation of ServiceBersama through malicious conduct.

21. VERIFICATION

ServiceBersama may request verification from Users, including:

a. Full name;
b. Contact number;
c. Email address;
d. Identity document;
e. Business registration document;
f. Bank account details;
g. Licenses, permits or qualifications;
h. Portfolio, certificates or work samples.

ServiceBersama may reject, suspend or terminate accounts that fail verification.

Verification does not mean ServiceBersama guarantees the quality, conduct, legality or reliability of a User

22. LICENCES, PERMITS AND REGULATED SERVICES

Providers are responsible for ensuring that they hold all necessary licenses, permits, approvals, certificates, insurance, registrations or qualifications required to provide their services.

ServiceBersama is not responsible for verifying every legal requirement applicable to every Provider or service category.

Providers must not offer regulated services unless they are legally authorised to do so.

23. INSURANCE AND RISK

Providers are responsible for obtaining any insurance required or recommended for their services.

Customers and Providers acknowledge that some services may involve risk, including physical work, home visits, repairs, transport, installation, cleaning, maintenance or other on-site services.

ServiceBersama is not responsible for injury, loss, property damage, theft, accident, death, delay or misconduct arising from services provided by Providers, except where liability cannot be excluded under applicable law.

24. LIMITATION OF LIABILITY

To the fullest extent permitted by law, ServiceBersama shall not be liable for:

a. Poor service quality by Providers;
b. Provider misconduct;
c. Customer misconduct;
d. Property damage;
e. Personal injury;
f. Loss of income, profit, business or opportunity;
g. Indirect or consequential loss;
h. Delay, cancellation or non-performance;
i. Incorrect listings or descriptions;
j. Disputes between Customers and Providers;
k. System downtime, technical errors or data loss;
l. Unauthorised account access due to User negligence.

ServiceBersama’s total liability, if any, shall be limited to the amount of platform fees paid to ServiceBersama for the disputed transaction, unless otherwise required by law.

25. DISCLAIMER OF WARRANTIES

The platform is provided on an “as is” and “as available” basis.

The platform is provided on an “as is” and “as available” basis.

a. The platform will always be available;
b. The platform will be error-free;
c. The platform will be secure at all times;
d. All Providers are suitable for every Customer;
e. Services will meet expectations;
f. Information on the platform is always complete, accurate or current.

Users use the platform at their own risk.

26. INDEMNITY

Users agree to indemnify, defend and hold harmless ServiceBersama, its owners, directors, officers, employees, representatives, partners and affiliates from any claims, losses, damages, liabilities, costs or expenses arising from:

a. Use or misuse of the platform;
b. Breach of these Terms;
c. Violation of law;
d. Services provided or received;
e. Misconduct, negligence or fraud;
f. Disputes with another User;
g. Infringement of intellectual property rights;
h. Personal injury, property damage or loss caused by the User.

27. INTELLECTUAL PROPERTY

All platform content, design, logo, name, branding, software, text, graphics, images, icons, system features and layout belong to ServiceBersama or its licensors.

Users must not copy, reproduce, modify, distribute, sell, exploit or use ServiceBersama’s intellectual property without written permission.

Providers retain ownership of their own original content, but grant ServiceBersama a non-exclusive, royalty-free right to use, display, reproduce and promote their listings, images, descriptions and profile content for platform-related purposes.

Users must not upload content that infringes copyright, trademark, privacy or other rights.

28. THIRD-PARTY SERVICES

ServiceBersama may use third-party services, including:

a. Payment gateways;
b. Hosting providers;
c. Analytics tools;
d. Communication tools;
e. Verification tools;
f. Mapping or location tools.

ServiceBersama is not responsible for the acts, omissions, downtime, errors, fees or policies of third-party services.

Use of third-party services may be subject to their own terms and privacy policies.

29. SUSPENSION AND TERMINATION

ServiceBersama may suspend, restrict or terminate any account without prior notice if we believe that a User:

a. Breached these Terms;
b. Engaged in fraud or suspicious activity;
c. Misused the platform;
d. Harassed or abused others;
e. Bypassed platform payments;
f. Provided false information;
g. Received repeated complaints;
h. Violated applicable law;
i. Created risk for ServiceBersama or other Users.

Upon termination, ServiceBersama may cancel bookings, withhold payment pending investigation, remove listings, delete content, or prevent future registration.

30. FORCE MAJEURE

ServiceBersama shall not be liable for delay or failure to perform due to events beyond our reasonable control, including:

a. Natural disasters;
b. Fire, flood, storm or epidemic;
c. Internet or system failure;
d. Power outage;
e. Government action;
f. War, riot or civil disturbance;
g. Bank or payment gateway disruption;
h. Labour shortage;
i. Any event beyond reasonable control.

31. ELECTRONIC COMMUNICATIONS AND ACCEPTANCE

Users agree that electronic communications, online confirmations, checkboxes, email, WhatsApp messages, website notices and platform notifications may be used for communication and acceptance of these Terms.

Electronic transactions and communications are recognised under Brunei’s Electronic Transactions Act framework.

By clicking “Accept”, registering an account, making a booking, listing a service, or continuing to use the platform, you agree to these Terms.

32. PRIVACY POLICY

ServiceBersama is committed to protecting personal data in accordance with applicable laws in Brunei Darussalam, including the Personal Data Protection Order 2025 where applicable. The PDPO governs the collection, use and disclosure of personal data in Brunei Darussalam.

32.1 Personal Data We Collect

We may collect:

a. Full name;
b. Email address;
c. Phone number;
d. Address or service location;
e. Username and password;
f. Profile photo;
g. Identity or verification documents;
h. Business registration details;
i. Bank account details;
j. Payment details;
k. Service listings;
l. Booking history;
m. Messages between Users;
n. Reviews and ratings;
o. Device information;
p. IP address;
q. Browser type;
r. Cookies and usage data.

32.2 How We Use Personal Data

We use personal data to:

a. Create and manage accounts;
b. Verify Users;
c. Process bookings and payments;
d. Facilitate communication between Customers and Providers;
e. Provide customer support;
f. Manage disputes, refunds and complaints;
g. Improve platform performance;
h. Prevent fraud, abuse and illegal activity;
i. Comply with legal obligations;
j. Send service updates, notices and promotional messages where permitted.

32.3 Sharing of Personal Data

We may share personal data with:

a. Customers and Providers where necessary to complete bookings;
b. Payment processors;
c. Hosting and IT service providers;
d. Analytics providers;
e. Verification service providers;
f. Professional advisers;
g. Government authorities, regulators or law enforcement when required by law.

We do not sell personal data.

32.4 Customer and Provider Data Sharing

Customers understand that certain personal data, such as name, phone number, service address and booking details, may be shared with Providers to fulfil bookings.

Providers understand that their profile, ratings, reviews, service listings and relevant contact or business information may be displayed to Customers.

32.5 Data Storage and Transfer

Personal data may be stored on secure servers located within or outside Brunei Darussalam.

By using the platform, Users consent to the storage, processing and transfer of personal data where necessary for platform operations, subject to reasonable safeguards.

32.6 Data Security

We implement reasonable administrative, technical and organisational measures to protect personal data.

However, no online system is completely secure. ServiceBersama cannot guarantee absolute security of data transmitted through the internet.

32.7 Data Retention

We retain personal data for as long as necessary to:

a. Provide services;
b. Maintain accounts;
c. Resolve disputes;
d. Prevent fraud;
e. Comply with legal, tax, accounting or regulatory obligations;
f. Enforce these Terms.

32.8 User Rights

Subject to applicable law, Users may request to:

a. Access their personal data;
b. Correct inaccurate personal data;
c. Withdraw consent where applicable;
d. Request deletion of personal data;
e. Ask questions about how their data is used.

Requests may be submitted to: KH.ServiceBersama@gmail.com

ServiceBersama may refuse or limit requests where permitted by law, including where retention is necessary for legal, security, dispute, fraud prevention or business purposes.

32.9 Cookies

ServiceBersama may use cookies and similar technologies to:

a. Keep Users logged in;
b. Improve user experience;
c. Analyse traffic;
d. Monitor platform performance;
e. Remember preferences;
f. Improve security.

Users may disable cookies through browser settings, but some platform features may not function properly.

32.10 Marketing Communications

ServiceBersama may send Users updates, announcements, promotions or marketing messages where permitted.

Users may opt out of marketing communications by following the unsubscribe instructions or contacting ServiceBersama.

32.11 Privacy Complaints

Users may contact ServiceBersama regarding privacy concerns at:

Contact Email:KH.ServiceBersama@gmail.com

33. CONSUMER PROTECTION AND FAIR TRADING

ServiceBersama expects all Providers to act fairly, honestly and professionally.

Providers must not make false, misleading or deceptive claims about their services, prices, qualifications, experience or availability.

Brunei’s Consumer Protection framework addresses unfair practices, including misleading conduct and false claims in consumer transactions.

ServiceBersama may remove Providers or listings that appear misleading, unfair, deceptive or unlawful.

34. CHANGES TO THESE TERMS

ServiceBersama may update these Terms from time to time.

Updated Terms may be posted on the platform with a new effective date.

Continued use of the platform after changes are posted means the User accepts the updated Terms.

35. GOVERNING LAW AND JURISDICTION

These Terms shall be governed by and interpreted in accordance with the laws of Brunei Darussalam.

Any dispute arising from or relating to these Terms, the platform, bookings, payments or services shall be subject to the courts of Brunei Darussalam, unless ServiceBersama decides to resolve the matter through internal dispute handling, mediation or another lawful method first.

36. CONTACT INFORMATION

For questions, complaints, disputes, refunds, privacy requests or account matters, please contact:

ServiceBersama
Website: www.servicebersama.com
Contact Email:KH.ServiceBersama@gmail.com
Phone/WhatsApp: +6738170273

37. ACCEPTANCE

By registering, using the platform, making a booking, offering a service, accepting a job, making payment, receiving payment, or continuing to use ServiceBersama, you confirm that you have read, understood and agreed to these Terms.