Our Refund Promise

1. Call-out Fee Refunds

Your call-out fee (from £150) is fully refunded when:

• Your engineer arrives and the problem is outside our service scope
• The issue requires a specialist FixMate doesn't cover
• It's a structural issue or landlord's responsibility clearly not covered in our terms
• We can't diagnose the problem on the day

Your call-out fee is not refunded when:

• The engineer diagnoses the problem correctly, provides a quote, and you choose not to proceed
• You cancel after the engineer has begun travelling to your address

2. Labour Refunds

Labour charges are fully refunded when:

• The job was not completed to a satisfactory standard
• The engineer left before the job was done (through no fault of yours)

Labour charges are not refunded when:

• The job took longer than expected (engineer billed fairly by the hour)
• You added extra work mid-job that wasn't in the original scope

3. Cancellation by Customer

You can cancel a booking yourself from the tracking page or your account dashboard. The refund you receive depends on where the booking is in its lifecycle:

Stripe refunds typically settle in 5–10 working days. You'll get a confirmation email with the exact amount and timeline.

4. Dispute Process

If you're unhappy with a job:

1. Contact us within 7 days of job completion by emailing support@fixmate.today with your booking reference
2. We'll review the job report and photos
3. We'll either refund, send a different engineer to fix it, or escalate to our dispute resolution team
4. You'll hear back within 24 hours

Questions? Email us at support@fixmate.today. We aim to respond within one working day.