Car Doctor Service Level Agreement (SLA)

1. Scope and Applicability

a. This agreement applies to reputable and experienced auto garages that provide vehicle-related services and are directly affiliated with Car Doctor (“Garage”) and organizations/individuals using vehicle-related services (“Customers”) on the platform, including both the mobile and web versions (“Platform” or “Application”).

b. This agreement is established by Car Doctor to regulate the relationship between Garages and Customers when using services on the Platform. It covers not only service quality but also aspects such as quantity, payment methods, after-sales service, and the responsibilities of Garages toward Customers and Car Doctor, as agreed upon with Car Doctor.

2. Garage’s Service Agreement with Customers
The service agreement between Garages and Customers follows specific terms and conditions, with corresponding levels of violation handling as outlined below:

a. Order Creation and Requests on the Platform

(i) If a Garage refuses customer orders and has an order acceptance rate below 90%, or cancels orders after accepting them, the following penalties apply based on the number and severity of violations:
First violation: Warning.
Second violation and beyond: Reduced priority in customer access and search result rankings.

(ii) If a Garage accepts an order/request but later cancels it, and the cancellation rate exceeds 3%, the following penalties apply:
First violation: Warning.
Second violation and beyond: Reduced priority in customer access and search result rankings.
The violation handling measures may be adjusted based on actual circumstances.

b. Customer Reception and Request Handling at the Garage
For the following cases, Car Doctor will issue a warning for the first violation and reduce priority in customer access and search result rankings for subsequent violations:
Customers visit the Garage based on expert consultation and prior request creation via the Platform rather than direct Garage engagement.
The Garage fails to provide attentive and satisfactory service, leading to negative customer feedback.
The Garage is overloaded with customers but does not notify Car Doctor, causing long wait times. For this specific case, after the third violation, Car Doctor may temporarily suspend the Garage’s account, with suspension duration depending on the severity of the incident.

c. Post-Service Inspection and Evaluation
If a Garage intentionally misdiagnoses a vehicle’s condition, resulting in unnecessary additional services, Car Doctor will take the following actions:
First violation: Warning.
Second violation: Temporary suspension of the Garage’s account, with duration based on severity and damages incurred.
Third violation and beyond: Permanent suspension of the Garage’s account on the Platform.

d. Pricing Process
If a Garage provides incorrect or inflated pricing beyond what was previously agreed upon with Car Doctor, or suggests unnecessary additional services, the following penalties apply:
First violation: Warning.
Second violation: Temporary account suspension, with duration based on severity and damages incurred.
Third violation and beyond: Permanent suspension of the Garage’s account.

e. Vehicle Servicing Process at the Garage
If a Garage replaces vehicle parts without customer consent or installs substandard parts leading to issues, Car Doctor will take the following actions:
First violation: Warning and requirement to restore original parts or provide warranty/service repairs.
Second violation: Temporary account suspension, with duration based on severity and damages incurred.
Third violation and beyond: Permanent suspension of the Garage’s account.

f. Issues Arising After Service Completion

(i) If additional charges are imposed on the customer without prior agreement, Car Doctor will handle the case as follows:
First violation: Temporary account suspension.
Second violation and beyond: Extended suspension and possible refund requirement.

(ii) If a vehicle is not returned to the customer in a clean condition or with unresolved issues after repair, the Garage must take full responsibility. Penalties include:
First violation: Warning and requirement to fix service deficiencies.
Second violation: Temporary account suspension.
Third violation and beyond: Potential permanent account suspension, depending on severity.

(iii) Garages must provide appropriate post-service warranty and support as committed. Failure to do so will result in:
First violation: Warning and requirement to fulfill warranty obligations.
Second violation: Temporary account suspension.
Third violation and beyond: Permanent account suspension.

(iv) Customers have the right to report inappropriate behavior from Garage staff, including unprofessional conduct, conflicts, or actions harming customer dignity. Penalties include:
First violation: Warning.
Second violation: Temporary account suspension.
Third violation and beyond: Permanent account suspension.
Car Doctor reserves the right to immediately suspend a Garage’s account for severe first-time violations affecting customer experience.

3. Garage’s Agreement with Car Doctor

a. Garages must not exploit Car Doctor’s promotional programs for personal gain. If violations occur, Car Doctor will:
First violation: Issue a warning and require reimbursement for damages, equivalent to the improperly obtained amount.
Second violation and beyond: Consider terminating cooperation.

b. Garages must not engage in fraudulent pricing schemes on the Platform. If detected, penalties include:
First violation: Warning and reimbursement of the fraudulent amount (10% of the repair service fee).
Second violation and beyond: Potential termination of cooperation.

c. Any action harming the reputation, dignity, or professionalism of Car Doctor’s staff may lead to immediate cooperation termination and compensation equivalent to 8% of total revenue generated through Car Doctor.

d. All communications between Garages and Car Doctor must be professional and respectful. If any behavior damages the reputation of Car Doctor’s employees, penalties include:
First violation: Warning and reimbursement of damages.
Second violation and beyond: Potential permanent account suspension.

4. Commitment to Compliance
Garages agree to comply with all terms and conditions of this Service Level Agreement upon signing a service contract with Car Doctor and registering an account on the Platform.

5. Agreement Adjustments
This Service Level Agreement may be modified from time to time to align with actual business conditions of both the Garage and Car Doctor.