Last updated: 28 July 2026
How FixMate collects, uses, and protects your personal data in compliance with UK GDPR.
FixMate ("we", "us", "our") is a property maintenance dispatch platform operated by FixMate. We are registered in England and Wales. For data protection enquiries, including GDPR rights requests, contact our Data Protection Officer at support@fixmate.today.
We collect the following personal data from customers and contractors:
| Category | Data points |
|---|---|
| Identity | Full name |
| Contact | Email address, phone number |
| Location | Property address, postcode |
| Payment | Stripe payment token and transaction reference (no raw card data held by us) |
| Job details | Description of the maintenance issue, photos uploaded, timestamps |
| Contractor data | Trade type, insurance status, quality score, location (for dispatch), payment details for BACS |
| Communication | Records of email correspondence with us |
We do not collect special category data (e.g. health, biometric, or religious data) unless you voluntarily provide it in a job description. We do not knowingly collect data from anyone under 18.
We use your data for the following purposes, under the lawful bases indicated:
We share your data with the following third parties, only as strictly required:
| Recipient | Purpose | Data shared |
|---|---|---|
| Stripe | Payment processing | Payment token, amount, customer name |
| Assigned Engineer | Job completion | Your name, phone number, property address, job details |
| Postmark | Transactional emails | Your email address, job status |
| Postcode lookup service | Address validation | Postcode only |
We do not sell your data to advertisers or data brokers. We do not transfer your data outside the UK or European Economic Area without your explicit consent, unless required by law.
We retain your personal data for the following periods. After the stated period, data is securely deleted or irreversibly anonymised.
| Data type | Retention period | Legal basis |
|---|---|---|
| Customer account (name, email, phone, address) | 7 years after last booking | Contract + HMRC obligation |
| Job records (including photos, notes, GPS) | 7 years from job completion | Contract + HMRC obligation |
| Payment transaction records | 7 years from transaction date | HMRC requirement |
| Engineer account (name, email, phone, address) | 7 years after last job | Contract + IR35/tax obligation |
| Engineer UTR, certifications, insurance | Duration of engagement + 1 year | Legal obligation |
| Engineer earnings and payout history | 7 years from payment date | HMRC/IR35 requirement |
| Engineer GPS location logs | 30 days (auto-deleted daily) | Legitimate interest (job tracking) |
| Customer messages (in-app chat) | 2 years from last message | Contract |
| Failed payment attempt records | 1 year from attempt | Legitimate interest (fraud prevention) |
| GDPR and cookie consent records | Indefinitely (ICO evidence requirement) | Legal obligation |
| Customer email address (marketing) | Until you withdraw consent or unsubscribe | Consent |
What cannot be deleted: If we are legally required to retain certain data (e.g. HMRC earnings records, open disputes, active payment disputes), we will retain those specific records even after a deletion request. We will tell you which data is retained and why.
You have the following rights over your personal data. To exercise any of them, email support@fixmate.today with "GDPR Request" in the subject line:
To request deletion of your personal data under UK GDPR Article 17, email privacy@fixmate.today with the subject line DELETE MY DATA, from the email address associated with your FixMate account. We will confirm receipt within 72 hours and complete deletion within 30 days per UK GDPR Article 17. Full deletion instructions →
Retention exceptions: We are required by HMRC to retain transaction records (job details, payment amounts, and associated names) for 6 years from the transaction date. These records will be anonymised rather than deleted — your name and contact details will be removed, but the transaction record itself is retained as required by law. We will tell you which data is retained and why when we respond to your request.
FixMate uses automated systems at two points in its service. Under GDPR Article 22, you have the right to obtain human review of any automated decision that significantly affects you, to express your point of view, and to contest the outcome. We have designed our processes to make this straightforward.
When you describe a job on the booking form, attach photos, and provide your postcode, our system automatically analyses this information to produce a price estimate. The system uses a combination of:
The AI-generated quote is an estimate only — it is not a binding contract. The engineer confirms the final scope and price on site before any work begins, and you must approve it before work starts.
Your right to human review: Before confirming any booking, you can request a human dispatcher to review and re-quote your job. Email support@fixmate.today with your job reference and the subject "Human review request". We will pause your booking and provide a human re-quote within 2 hours.
FixMate also uses an automated algorithm to match your job to a nearby available engineer. Matching factors include:
This matching process is fully automated and does not involve human review at the matching stage.
Every booking payment attempt is scored against automated fraud-prevention rules before the booking is accepted. These rules include:
Customers whose booking triggers any of these rules may have the booking temporarily blocked and their details queued for manual review by the FixMate operations team. Your right to human review: if your booking has been blocked or held by automated fraud screening, email support@fixmate.today with your job reference and the subject "Human review request". We will review the decision and respond within 2 hours.
Your rights for both automated systems:
To exercise any of these rights, contact us at privacy@fixmate.today. You can also find more information on your rights at ico.org.uk.
We implement appropriate technical and organisational measures to protect your data, including encryption in transit (TLS), access controls on our servers, and staff training on data handling. In the event of a data breach that poses a risk to your rights and freedoms, we will notify the ICO within 72 hours and inform you directly.
Our website uses cookies and similar technologies. A cookie consent banner is displayed on your first visit; you can accept, reject, or configure your preferences at any time via the banner or by contacting us.
For full details of all cookies used, see our Cookie Policy section below.
Our website may contain links to third-party websites (e.g. Stripe's checkout pages). We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies.
We may update this policy from time to time. If the change is material (e.g. new data uses or third-party sharing), we will notify you by email and update the "Last updated" date above. When we update this policy we will re-request GDPR consent if the changes affect how we process your data.
| Cookie name | Purpose | Duration | Category |
|---|---|---|---|
| analytics_vid | Analytics visitor identifier set by our analytics platform (only set after you accept cookies) | 1 year | Analytics |
| fm_consent | Records your cookie preferences (accepted/rejected) | 1 year | Essential |
| fixmate_engineer_session | Keeps you logged into the engineer portal | 30 days | Essential |
You can manage your cookie preferences or withdraw consent at any time by emailing support@fixmate.today with "Cookie Preferences" in the subject line.