Guarantee, complaints and refunds

What we promise when the work is right, what we do when it is not, and how long each step should take. This page is written to be used, not filed.

1. The 12-month workmanship guarantee

If the specific fault we repaired fails again within 12 months of completion, we will arrange for that work to be put right at no additional labour cost to you.

What is covered

• The workmanship of the scoped repair.
• The standard of the diagnosis and brief that produced it — if our scoping was wrong and led to the wrong work, that is on us, not on you.
• Reasonable remedial work needed to put the covered fault right.

What is not covered

• A new or different fault, even in the same room or the same appliance.
• Fair wear and tear, and consumable parts that are expected to be replaced.
• Damage caused by you or a third party after the job, including a later attempt by someone else to work on the same item.
• Misuse or neglect, or a failure to follow advice we gave you in writing at completion.
• A part or appliance that was not part of the repair. Where a part we supplied has failed, the manufacturer's warranty applies, and we will help you claim on it.
• Pre-existing conditions you were told about before the work started, and which the brief stated were excluded.

How to claim

1. Email [email protected] with your job reference and what has happened.
2. Include a photograph or a short video where you can. It usually saves a visit.
3. We acknowledge within 2 working days and tell you the next step.
4. We arrange a return — by the same technician where appropriate, or by another verified technician — at no labour cost to you.

Making a claim does not affect your statutory rights. The guarantee is additional to them, not a replacement for them.

2. If something is wrong with a job in progress

Do not approve the work. Payment is not captured while a job is under review, which is the strongest protection you have and the reason we built the approval step in.

1. Tell us before approving. Use the job reference and, where you can, photographs of what is wrong.
2. We freeze the payment. Nothing is captured while the matter is open.
3. We give the technician your stated reason and the chance to respond or return, because a fair process protects both sides.
4. We decide between: a return by the same technician; attendance by a different verified technician; a price adjustment; or a refund of the affected amount.
5. You get the decision and the reasons in writing.

3. Response times we hold ourselves to

• Acknowledgement of a complaint: within 2 working days.
• First substantive response: within 5 working days.
• Decision on a disputed job: within 10 working days of receiving the information we need.
• Acknowledgement of an accessibility report: within 2 working days.
• Response to a privacy request: within 45 days, or sooner where the law requires.
• Escalation decision: within 14 days.

If something will take longer, we tell you why and give you a new date. We would rather give you a realistic date than miss a fast one.

4. Refunds

• Before dispatch. Cancel free of charge and the authorisation is released.
• After dispatch. A fee may apply only where the brief stated one, capped at the stated amount.
• Technician cannot attend. You pay nothing, and the authorisation is released.
• Work not completed. You are not charged for the incomplete element, and we arrange completion or refund the affected amount.
• Guarantee remedy. Remedial labour is at no cost to you. Where a refund is the agreed remedy, it is made to the original payment method.
• Timing. We instruct refunds promptly. How quickly the money appears depends on our payment processor and your card issuer, typically within a few business days.

Nothing in this section limits any right you have under consumer-protection law that cannot lawfully be restricted.

5. If you do not respond to a completion request

If we ask you to approve a completed job and you do not respond, we will remind you rather than assume. If there is still no response after reasonable reminders, we may treat the job as approved and release payment — but this does not remove your right to raise a guarantee claim or a complaint afterwards within the limitation period, and it does not stop us reviewing a genuine dispute.

6. Escalation

If our decision does not resolve the matter, email [email protected] marked "Escalation". A person senior to the original decision-maker reviews it and responds within 14 days with our final position and the reasons for it.

You are not required to use our process before exercising any legal right. The Terms of Service explain how disputes are resolved, including your right to opt out of arbitration within 30 days.

7. Complaints about a technician's conduct

Tell us at [email protected] if a technician behaved in a way that concerned you — including anything discriminatory, intimidating, unsafe, or a failure to show identification. We take these reports seriously and investigate them separately from a workmanship dispute.

• Every technician must show photo identification on arrival and follow a written code of conduct.
• Reports involving a safety risk or harassment are escalated immediately, and the technician may be suspended from matching while we investigate.
• You will be told the outcome, to the extent the law and fairness to both parties allow.
• Where conduct may be criminal, we will support you in reporting it to the police and will cooperate with any investigation.

8. Where to complain outside Fixxo

If we cannot resolve your complaint, you may be able to raise it with:

• The Office of the Attorney General of Virginia — consumer protection.
• The Federal Trade Commission — unfair or deceptive practices.
• Virginia's licensing authority for the trade concerned (DPOR) — where the complaint is about licensed work or a licensed professional.
• The Federal Communications Commission — where the complaint is about calls or texts.

9. Contact

Claims, complaints, guarantee: [email protected]
Escalation: [email protected]
Accessibility: [email protected]
Post: Fixxo LLC, Virginia, United States

This page is a plain-English statement of our guarantee and complaint process. It is not legal advice to you, and it does not reduce any right the law gives you.