Terms of Service

These terms govern your use of Fixxo and any repair booked through it. Please read them — particularly the sections on what Fixxo is and is not, how payment authorisation works, and how disputes are resolved.

1. Agreement to these terms

By using platform.fixxo.ai, booking a repair, applying to work with us, or otherwise using the service, you agree to these terms. If you do not agree, do not use the service. If you use the service on behalf of a household, a business or an owner, you confirm you are authorised to accept these terms for them.

These terms incorporate our Privacy Policy, Cookie Policy, and, for technicians, the separate partner agreement we countersign before your first job. If there is a conflict for technicians, the partner agreement governs the commercial terms.

2. What Fixxo is — and what it is not

Fixxo operates a technology platform that diagnoses home-repair problems, scopes and prices work, matches that work to independent, licensed professional businesses, coordinates the appointment, and handles payment authorisation and release.

The physical work is carried out by the matched technician, who is an independent professional business and not an employee, agent, joint venturer or partner of Fixxo. Each technician is responsible for the work they perform, for the standard of that work, and for their own licensing, insurance and compliance.

Fixxo is responsible for the platform, the diagnosis and brief, the price you agree, the verification we perform, the guarantee we publish, and the payment process. We are not a party to the contract for the physical repair itself, but we stand behind the guarantee set out in section 12.

3. Eligibility

• You must be at least 18 years old to book, or to be the person responsible for a booking.
• You must be able to enter into a binding contract.
• The property must be one you own, manage, occupy, or are otherwise authorised to arrange work on. If you are a tenant, you confirm you have any necessary landlord consent.
• The service is currently offered only in the markets we list. We may decline a booking outside them.

4. Your account and information

• Give us accurate, current information — particularly the address, access details, and a description of the problem.
• Keep your account credentials secure, and tell us promptly if you believe they have been compromised.
• You are responsible for information provided through your account, including by anyone you allow to use it.
• We may suspend or close an account used fraudulently, abusively, or in breach of these terms or the law.

5. The service: diagnosis, brief and fixed price

1. You describe the problem. Photographs, a voice note, or a description. You can speak to a person at any point.
2. We produce a written brief. It sets out the likely fault, what the technician is being asked to do, what is excluded, and any assumptions the price depends on.
3. You review and approve the brief and the price. Nothing is dispatched, and nothing is charged, until you do. Correcting the brief is free.
4. We match one technician. Selected on trade, licence status, distance, availability and record.
5. The technician attends and performs the scoped work.
6. You approve the completed work, or raise a problem under section 13. Payment is captured only after your approval.

Where the technician, on attendance, finds that the actual fault differs materially from the brief, they must record the difference and obtain your approval in the app before carrying out additional or alternative work, and before any additional charge is incurred. A verbal variation at the door is not valid under these terms.

6. Pricing, commission and what the price includes

• The price is fixed from the approved brief for the scoped work, and does not change on attendance except under section 5.
• The price includes the technician's labour for the scoped work, standard materials and consumables, the verification we carry out, and the guarantee in section 12.
• The price excludes anything expressly stated as excluded in the brief, and any work not within the scope.
• Our commission is 15–18% of the completed job value, with a $25 minimum per job. It is paid by the technician out of the job value. It is not added on top of the price you agreed.
• Prices are in US dollars and, where applicable, include or exclude taxes as stated at checkout.
• Quotes are valid for the period stated in the brief. If you do not book within that period, the price may be re-scoped because costs and availability change.

7. Payment authorisation and when we capture

• At booking, we ask your card issuer to authorise the agreed amount. You will see this as a pending authorisation. It is not a charge.
• We capture only after you approve the completed work. If you do not approve, the capture does not happen while the matter is under review under section 13.
• If the appointment does not go ahead — because the technician cannot attend, or you cancel within the free window — the authorisation is released. How quickly the hold disappears depends on your card issuer, typically within a few business days.
• Funds are handled by our payment processor. Where we describe payment as "held" or in "escrow", that is shorthand for an authorisation held and captured by our licensed payment processor. Fixxo is not a bank, a trust company or an escrow agent, and does not hold your money as one.
• Chargebacks. Please contact us first. We can usually resolve a problem faster than a chargeback, and a chargeback raised after a job has been completed and approved may be defended with the records we hold.

8. Cancellations, delays and refunds

• You may cancel free of charge before the technician is dispatched. The authorisation is released.
• Cancelling after dispatch may incur a fee where the brief states one, to cover the technician's time and travel. Any fee is capped at the amount stated in the brief, and is never applied without notice.
• If the technician cannot attend, you pay nothing. We re-offer the job, and the authorisation is released.
• If the technician attends and cannot complete the scoped work for a reason within their control, you are not charged for the incomplete element, and we arrange completion or refund the affected amount.
• Refunds are made to the original payment method. Timing depends on the processor and your issuer.
• Nothing in this section limits any non-waivable right you have under consumer-protection law, including any right to cancel or be refunded that the law where you live does not allow us to restrict.

9. The technician relationship

• Technicians are independent professional businesses, not employees, workers, agents or representatives of Fixxo.
• Fixxo does not supervise, direct or control the manner, means or methods by which a technician performs the work. We match work and coordinate logistics.
• Technicians set their own availability, service radius and accepted categories, and may decline any job without penalty.
• Technicians are responsible for their own taxes, insurance, licensing, equipment, and compliance with all applicable law.
• Nothing in these terms creates a partnership, joint venture, franchise, or employment relationship between Fixxo and any technician, or between Fixxo and you.

10. Verification — and its limits

Before a technician is offered work, we verify their trade licence against the relevant state licensing authority where the trade requires one, confirm a current general liability insurance certificate, verify identity and business registration, and re-check licence status at dispatch. Verification is paid for by Fixxo and is not available for purchase by a technician.

What verification means: that we made those checks at those times, using the official sources available to us.

What verification does not mean: that we guarantee, warrant or insure the quality, safety, fitness, timeliness or outcome of any technician's work; that a licence record is free from error or later change; or that a technician has no history of complaints anywhere. Verification is one protection among several, and it is not a substitute for your own judgement.

This section limits our warranties about verification. It does not limit the guarantee in section 12, and it does not exclude any liability that cannot lawfully be excluded.

11. Your responsibilities

• Access. Provide safe, lawful access to the property and to the area of work, at the agreed time.
• Accuracy. Describe the problem honestly and completely, and disclose anything that affects safety or scope — known hazards, asbestos, previous poor work, concealed services, or a prior attempt at the repair.
• Safety. Secure pets, keep children at a safe distance, and tell us about any hazard, vulnerability or access difficulty before the appointment.
• Authority. Do not arrange work you are not authorised to arrange.
• Approval. Review the completion evidence and approve the work within a reasonable time. If you do not respond after our reminders, we explain what happens next in section 13.

12. The 12-month workmanship guarantee

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

• The guarantee covers the workmanship of the scoped repair and the standard of the diagnosis that produced it.
• It does not cover a new or different fault, fair wear and tear, damage caused by you or a third party, misuse, neglect, or a failure of a part or appliance that was not part of the repair.
• Where a part failed, the manufacturer's warranty governs the part, and we will help you pursue it.
• Parts supplied as part of a repair may carry their own manufacturer warranty, which we pass through to you.
• Making a claim does not affect your statutory rights. The guarantee is additional to them.

To make a claim, contact [email protected] with the job reference and a description or photograph of the recurrence. See also our guarantee and complaints policy.

13. Complaints and dispute resolution

13.1 If something is wrong with the work

1. Do not approve the job. Nothing is captured while a job is under review.
2. Tell us what is wrong with photographs where you can, using the job reference.
3. We acknowledge promptly and investigate, giving the technician the stated reason and the opportunity to respond or return.
4. We decide between a return visit by the same technician, attendance by another verified technician, a price adjustment, or a refund of the affected amount.
5. You are told the outcome and the reasons in writing.

If you do not respond to our completion requests after reasonable reminders, we may treat the job as approved and release payment, but this does not remove your ability to raise a guarantee claim or a complaint afterwards within the limitation period.

13.2 Escalation

If our decision does not resolve the matter, you may escalate to [email protected] marked "Escalation". We will respond within 14 days with our final position.

14. Acceptable use

You agree not to:

• Use the service for anything unlawful, or to arrange work that requires a licence from someone not licensed to do it.
• Circumvent Fixxo to avoid our commission on a job we introduced, or solicit a technician you met through Fixxo to work off-platform for that same job.
• Provide false information, misuse the verification process, or misrepresent your identity or authority.
• Harass, threaten, discriminate against or endanger any technician, member of staff or other user.
• Access the platform by automated means, scrape it, probe it, overload it, or attempt to bypass its security.
• Upload malicious code, or content you do not have the right to upload.
• Post or solicit fake reviews or testimonials, or misrepresent your experience of the service.

We may suspend or terminate access for a breach of this section, and may report unlawful conduct to the authorities.

15. Intellectual property and your content

• Our property. The Fixxo name, the Fixxo mark and logo, our software, design system, copy, pricing methodology and platform are owned by Fixxo LLC or its licensors. You may not copy, modify, distribute or create derivative works from them without our written permission, except as the law allows.
• Your content. You keep ownership of the photographs, videos, notes and messages you send us.
• The licence you give us. You grant Fixxo a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, and use your content only as needed to operate the service: diagnosing the fault, producing the brief, matching a technician, resolving a dispute, meeting legal obligations, and improving our diagnosis — in aggregated or de-identified form where used for improvement.
• We will not use your content in public marketing without your separate permission.
• You confirm you have the right to send us that content and that it does not infringe anyone else's rights or privacy.

16. AI diagnosis is an estimate, not a survey

The automatic diagnosis we produce is a probabilistic assessment based on what you send us. It is not a physical inspection, not a structural survey, not a certification, and not a substitute for a qualified professional examining the property in person.

• The brief states the likely fault and the assumptions the price depends on. Where those assumptions turn out to be wrong, section 5 applies.
• You should not rely on the diagnosis for safety-critical decisions. If there is a risk to life, a gas smell, or an electrical hazard, leave the property and call the emergency services first, then contact us.
• We work to make the diagnosis accurate, and we measure how often the first-visit fix succeeds and where we get it wrong. We do not claim it is infallible.

17. Limitation of liability

To the maximum extent permitted by law:

• Fixxo is not liable for the acts or omissions of an independent technician, or for the quality or outcome of the physical repair itself, except as expressly stated in the guarantee in section 12.
• Fixxo is not liable for indirect, incidental, special, consequential or punitive damages, or for loss of profit, revenue, data, goodwill or opportunity, however caused.
• Fixxo is not liable for delay or failure caused by something outside our reasonable control, including weather, supplier failure, industrial action, utility outage, or a network or platform failure.
• Our total aggregate liability arising out of or relating to the service is limited to the greater of (a) the total amount you paid for the job giving rise to the claim, or (b) one hundred US dollars (US$100).

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for gross negligence or wilful misconduct, or for any other liability that cannot lawfully be excluded or limited. If you are a consumer, your statutory rights are unaffected by this section.

18. Indemnity

You agree to indemnify and hold harmless Fixxo LLC, its officers, employees and agents from claims, losses, liabilities and reasonable costs (including reasonable legal fees) arising from: your breach of these terms; your breach of applicable law; content you send us that infringes a third party's rights; your failure to disclose a known hazard; or your provision of false or misleading information.

This does not require you to indemnify us for our own negligence or breach, and does not apply to the extent a claim arose from our conduct.

19. Binding arbitration and class-action waiver

Please read this section carefully. It affects your legal rights.

• Agreement to arbitrate. You and Fixxo agree that any dispute arising out of or relating to these terms or the service will be resolved by final and binding individual arbitration, rather than in court, except as stated below. Arbitration will be administered by a recognised arbitration body under its consumer rules, in or near the county in Virginia where you received the service, or by telephone or written submission if you prefer.
• Small claims and injunctive relief. Either party may bring an individual claim in small-claims court if it qualifies, and either party may seek injunctive relief in court to protect intellectual property or prevent misuse of the platform.
• Class-action waiver. Disputes must be brought individually. You and Fixxo each waive the right to participate in a class action, a class-wide arbitration, or a representative proceeding.
• Your right to opt out. You may opt out of this arbitration agreement by writing to [email protected] with "Arbitration Opt-Out" in the subject, within 30 days of first accepting these terms. Your name, the email on your account and a clear statement that you opt out is enough. Opting out has no effect on any other part of these terms, and we will not treat you differently for doing it.
• If the class-action waiver is unenforceable as to a particular claim, that claim proceeds in court, and the rest of this section still applies.
• Nothing here stops you from bringing a complaint to a consumer-protection or other public authority, or from exercising any right the law does not allow us to waive.

20. Governing law and venue

These terms are governed by the laws of the Commonwealth of Virginia and applicable United States federal law, without regard to conflict-of-laws rules. Subject to section 19, the state and federal courts located in Virginia have exclusive jurisdiction, and you and Fixxo consent to venue there.

If you are a consumer resident elsewhere, this does not deprive you of the protection of any mandatory consumer law of your place of residence.

21. Termination

• You may stop using the service at any time. Closing your account does not affect a booking already under way, or a guarantee claim that later arises on a completed job.
• We may suspend or terminate your access if you materially breach these terms, if we are required to by law, or if continuing would create a risk to another person or to the platform.
• Sections that by their nature should survive termination do survive, including sections 6, 7, 11, 12, 15, 17, 18, 19 and 20.

22. Changes to these terms

We may update these terms. If a change is material, we will post the new version with a new effective date and notify you in advance where the law requires it. A change applies to a booking made after it takes effect. If you do not agree to a change, stop using the service; if you continue, you accept the updated terms.

23. General

• Severability. If a provision is unenforceable, it is limited or removed to the minimum extent necessary, and the rest stays in force.
• No waiver. If we do not enforce a provision once, that is not a waiver of it.
• Assignment. You may not assign these terms without our written consent. We may assign them to an affiliate or to a successor in a merger or sale, without affecting your rights.
• Entire agreement. These terms, together with the policies they incorporate, are the whole agreement between you and Fixxo on this subject.
• Third-party rights. Nobody other than you and Fixxo has the right to enforce these terms, except that a technician may enforce section 9 as it applies to them.
• Language. These terms are drafted in English, and the English version governs.

24. Contact

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

These terms are a plain-English statement of the agreement between you and Fixxo. They are not legal advice to you. If a term is unclear, ask us before you book.