Privacy Policy

This policy explains what personal information Fixxo collects, why we collect it, who we share it with, how long we keep it, and what you can require us to do with it.

1. The short version

We collect the minimum needed to diagnose a repair, match a technician, take payment and meet our legal duties. We do not sell personal information. We do not send marketing calls or texts without your prior written consent. You can ask us to show you your data, correct it, delete it, or stop using it, and we will action a verifiable request within the time the law allows.

2. Scope of this policy

This policy applies to personal information we handle when you use platform.fixxo.ai, book or receive a repair through Fixxo, apply to work with us as a technician or partner, or contact us by any channel. It does not apply to a technician's own use of your information after a job, or to third-party sites we link to.

Fixxo is a Virginia company. We design our practices to meet the Virginia Consumer Data Protection Act (VCDPA), and we extend the same core rights to consumers elsewhere in the United States regardless of which state they live in. Where a stricter law applies in your state, it governs.

3. Information we collect

3.1 You give us

• Identity and contact details — name, email address, mobile number, and the service address for a job.
• Job information — photographs and videos of the fault, voice notes, descriptions, answers to diagnostic questions, access notes, and any preferences you express.
• Booking details — appointment times, the technician matched, and the price agreed.
• Payment information — handled by our payment processor. We receive a token, the last four digits of the card, the card brand, and whether the payment succeeded. We do not store full card numbers.
• Technician and partner information — licence numbers, insurance certificates, business registration, references, identity verification results and bank details for payout.
• Communications — emails, messages, call recordings or notes where lawful and disclosed, and complaint correspondence.

3.2 We collect automatically

• Device and usage data — IP address, browser type and version, device type, operating system, pages viewed, referring URL, and timestamps.
• Approximate location — derived from IP address, and precise location only where you grant permission in the app or provide a postcode.
• Cookies and similar technologies — as described in our Cookie Policy.

3.3 We receive from others

• Verification sources — state licensing boards, insurance carriers, identity verification providers and sanctions or watchlist screening, for technicians and partners.
• Payment processors and fraud-prevention services — transaction outcomes and fraud signals.

3.4 Sensitive data

We do not ask for and do not want sensitive categories of personal data — including health information, racial or ethnic origin, religious beliefs, citizenship or immigration status, precise geolocation beyond what a job requires, genetic or biometric data, or information about sex life. Please do not send these to us, including in job photographs. If you send them anyway, we will delete them where we can, and we will not use them for any purpose other than the job you asked for.

4. How and why we use it

• To diagnose and scope your job — analysing the photographs, notes and answers you provide to identify the likely fault and produce a written brief.
• To price the work — calculating and presenting a fixed price before dispatch.
• To match a technician — ranking eligible, verified technicians on trade, licence, distance, availability and record, and giving one of them the job.
• To perform the contract with you — confirming appointments, sending reminders, enabling communication, and processing the payment authorisation.
• To handle quality and disputes — reviewing completion evidence, handling complaints, paying the 12-month guarantee, and detecting fraud or misuse.
• To verify technicians and partners — checking licences, insurance and identity, and re-checking licence status before dispatch.
• To pay technicians — calculating commission and share, and instructing payout.
• To meet legal obligations — tax, accounting, consumer protection, licensing, and lawful responses to legal process.
• To improve our service — aggregate analysis of what fails, how often, at what cost, and where our diagnosis was wrong — so that prices and matches get better.
• To contact you — service messages about your job or application, and marketing only where you have given prior written consent.

We do not use your personal information to train general-purpose artificial-intelligence models, and we do not licence it to third parties for their own model training.

5. Our lawful bases

Where a law in your jurisdiction requires us to identify a legal basis, we rely on:

• Performance of a contract — to diagnose, price, match, deliver and be paid for the job you requested.
• Legal obligation — tax, accounting, licensing, consumer protection and lawful legal process.
• Legitimate interests — fraud prevention, security, service improvement, and defending legal claims, balanced against your rights.
• Consent — for marketing calls and texts, and for any non-essential cookie or tracking technology. You may withdraw consent at any time.
• Vital interests — where a genuine emergency makes it necessary, for example a risk to life or property.

6. Automated processing and AI

We use automated processing, including artificial intelligence, to identify likely faults, draft job briefs, calculate prices and rank technicians. This is the core of the service.

• You are always told when you are interacting with an automated system, and you can ask for a person at any point.
• You approve the brief before anyone is dispatched. If the AI has understood you wrongly, you correct it before any cost is incurred.
• An automated decision never dispatches work you have not approved, and pricing can be reviewed by a person on request.
• We do not make decisions based on sensitive categories of data, and we do not use automated processing to deny you service on a protected ground.
• Technician matching is scoring, not exclusion. It ranks qualified, verified technicians on job-relevant criteria. You can ask how a match was made and, where alternatives exist, ask for a different technician.

Where the VCDPA or a similar law gives you the right to opt out of profiling in furtherance of decisions that produce legal or similarly significant effects, we do not use your data to produce such effects in the ordinary operation of the service. If you believe a decision about you was made on that basis, contact [email protected] and we will review it.

7. Who we share it with

We share personal information only as needed, and only with parties bound to protect it:

• The matched technician or partner business — the minimum needed to do the job: your first name, the service address, access notes, the photographs relevant to the fault, the agreed scope, and a contact number.
• Payment and fraud processors — to authorise, hold and capture payment, and to detect fraud.
• Verification providers — licensing, insurance and identity checks for technicians and partners.
• Communications providers — email, SMS and voice delivery, call handling and, where used, recording.
• Cloud, hosting and analytics providers — infrastructure, storage, security and aggregate usage measurement.
• Professional advisers — accountants, auditors and lawyers, under professional duties of confidence.
• Authorities and counterparties in legal proceedings — where required by law, valid legal process, or to establish, exercise or defend legal claims.
• A successor entity — if Fixxo is reorganised, merged or sold, personal information may transfer as part of that transaction, subject to this policy or one no less protective.

We require service providers to act only on our instructions and to maintain confidentiality and security obligations.

8. Sale and targeted advertising

We do not sell personal information for money, and we do not share it for cross-context behavioural advertising. We have not done so in the preceding twelve months. We do not sell or share the personal information of consumers we know to be under 16.

9. Cookies and tracking

We use strictly necessary cookies to run the site and secure it. Any analytics or similar non-essential technology is set only with your consent, and you can change or withdraw that consent at any time. Full detail, including how to control cookies in your browser, is in our Cookie Policy.

We honour browser-based opt-out signals, including Global Privacy Control, as a valid request to opt out of sale and sharing, and do not use dark patterns to discourage you from exercising a privacy right.

10. Calls, texts and consent

We do not make marketing calls or send marketing texts to a number without prior express written consent. Consent is collected separately, in writing, with the specific disclosures required by law, and is never a condition of buying any good or service.

• You can opt out of texts at any time by replying STOP, and get help by replying HELP. Opt-outs are processed promptly.
• We maintain a written record of each consent — what you agreed to, how, when, and the exact wording you saw — and we can produce it on request.
• Service messages about a job you have booked are not marketing, but we still honour opt-out requests where we can without breaking the job.
• If you are a technician or partner, we contact you about jobs according to the permissions you have given us, which you can change in your settings or by replying STOP.

See Messaging and consent for the fuller explanation, including what a consent record contains and how to withdraw.

11. How long we keep it

• Job and booking records — for the period of the contract plus the 12-month guarantee, and then for the limitation period for legal claims.
• Payment and tax records — for the period tax and accounting law requires.
• Consent records — for as long as we might need to prove consent, and for the limitation period on any related claim.
• Technician and partner verification records — for the period of the relationship and afterwards for the limitation period, to show a proper licensing check was made.
• Complaint and dispute files — for the limitation period for legal claims.
• Marketing consents and preferences — until withdrawn, then retained only as a suppression record so we do not contact you again.
• Server logs and analytics — for a short, fixed period, then aggregated or deleted.

When a retention period ends, we delete or irreversibly anonymise the data. If we cannot delete from a backup on a rolling cycle, we isolate it and delete it when the cycle completes.

12. How we protect it

• Encryption in transit and at rest.
• Access limited to staff who need it, with role-based permissions and multi-factor authentication.
• Separation of duties between operations, finance and verification.
• Logging and monitoring of sensitive actions, particularly around payments, payouts and licence verification.
• Contractual security and confidentiality duties on every processor.
• A documented process for detecting and responding to a personal-data breach, including notifying affected individuals and regulators where the law requires it.

No system is perfectly secure. If you believe your account or data has been compromised, contact [email protected] immediately.

13. Your privacy rights

Subject to the law where you live, and to our need to verify your identity, you have the right to:

• Confirm and access — know whether we process your personal data and obtain a copy of it.
• Correct — have inaccurate personal data put right, taking into account the purposes of processing.
• Delete — have personal data erased, subject to our legal retention duties.
• Portability — obtain the data you provided in a portable, readily usable format, and have it transmitted to another controller where technically feasible.
• Opt out — of any sale of personal data, of targeted advertising, and of profiling in furtherance of decisions with legal or similarly significant effects. We do not engage in these, but the right stands.
• Withdraw consent — at any time, for anything based on consent, including marketing.
• Non-discrimination — we will not deny you service, charge you more, or give you a worse experience because you exercised a privacy right.
• Appeal — if we refuse your request, you may appeal, and we must respond within the time the law allows.

14. Exercising your rights and appeals

Email [email protected], or write to Fixxo LLC, Virginia, United States marked "Privacy Request". Tell us what you want and enough about you for us to find your records.

• We verify identity before acting. For a request about a booking, we may ask for information only the account holder would know. We will not ask you to send identity documents by ordinary email — we will offer a secure method.
• We confirm receipt promptly and aim to complete a request within 45 days. Where the law allows an extension, we will tell you and give the reason.
• Requests are free. We may charge, or refuse, only where a request is manifestly unfounded or excessive, and we will explain why.
• An authorised agent may act for you with written permission; we may still contact you directly to confirm.
• Appeals. If we refuse, we tell you in writing why. You may appeal to [email protected] with "Appeal" in the subject. We will respond with our decision and the reasons within 45 days, and if the appeal is refused we will give you a way to complain to the relevant attorney general or supervisory authority.

15. Children

Fixxo is a home-services platform for adults. We do not knowingly collect personal information from children under 16, and we do not send marketing to them. If you believe a child has given us personal information, contact [email protected] and we will delete it.

16. Where we process data

We are a United States company and we process personal information in the United States. Where our service providers process data outside the United States, we require appropriate safeguards, including contractual protections, and we remain responsible for their handling.

17. Changes to this policy

If we change this policy in a way that materially affects you, we will post the new version with a new effective date and, where the change is significant or the law requires it, notify you directly or ask for fresh consent. Continuing to use our service after a change takes effect means you accept the updated policy.

18. How to contact us

Privacy: [email protected]
Support: [email protected]
Post: Fixxo LLC, Virginia, United States

If you are not satisfied with our response, you may have the right to complain to your state attorney general or the Federal Trade Commission. In Virginia, complaints may be directed to the Office of the Attorney General of Virginia.

This policy is a plain-English statement of our practices. It is not legal advice to you, and it does not create rights beyond those the law already gives you.