Terms & Conditions

1. About FixMate

FixMate is a property maintenance dispatch platform that connects customers with independent tradespeople ("Engineers"). FixMate facilitates the booking and payment process. FixMate itself does not provide the maintenance services — those are delivered by the Engineer assigned to your job.

2. Pricing Model

How pricing works

Each job is priced using a transparent two-part structure:

• Call-out fee: from £150 — paid at booking and covers the engineer's first hour of labour, including travel and diagnosis. The exact call-out fee is confirmed before you book and may be higher for emergency or out-of-hours jobs.
• Additional labour: £110/hr — billed in 15-minute increments for time beyond the first hour. The engineer clocks in on arrival and clocks out when work is complete.
• Materials — quoted by the engineer after diagnosis. You approve before work on parts begins. Parts are charged at cost plus a small handling fee.

The estimated total is shown before you confirm the booking. If the job takes longer than the estimate, you must approve any additional time before it is billed.

What's not included in the call-out

The following are not covered by the call-out fee and may incur additional charges, which the Engineer will discuss with you before proceeding:

• Additional parts or materials beyond what's standard for the job
• Work required due to pre-existing damage, structural issues, or access difficulties
• Call-out charges if you are not present at the agreed time
• Urgent/out-of-hours work outside standard hours (7am–7pm weekdays)
• Waste removal or disposal beyond normal scope

3. Booking & Payment

Payment is collected at the time of booking via Stripe. The from £150 call-out fee is charged immediately upon confirmation of your booking. Labour and materials are charged after the job is complete based on actual time and parts used. All additional charges are itemised and shown before they are applied. FixMate retains its platform margin and remits the engineer's payout via Stripe Connect.

All prices are in pounds sterling (GBP) and include VAT where applicable.

4. Cancellation Policy

• Before engineer is dispatched: Full refund, no questions asked.
• After engineer dispatched but before they depart: Full refund.
• After engineer is en route or on-site: from £150 call-out fee retained, remainder refunded within 5 working days.

Full cancellation policy is available on our Refund Policy page.

Cancellations must be made through the FixMate app or by emailing support@fixmate.today. We do not accept cancellations by phone or social media.

5. Rescheduling & Scheduled Booking Cancellations

The following rescheduling policy applies to all confirmed bookings:

• More than 24 hours before the job: Free reschedule to any available slot — no charge.
• Between 2 and 24 hours before the job: £25 rescheduling fee, charged at the time of rescheduling.
• Under 2 hours before the job: Rescheduling is not available. You may cancel (see Section 4 for cancellation terms).

Rescheduling requests must be made through the FixMate app or by emailing support@fixmate.today.

5a. Cancellation of Scheduled ("Book for later") Bookings

If you used the "Book for later" feature to reserve a specific date and 2-hour slot, the following cancellation policy applies instead of Section 4:

• More than 24 hours before the slot start: Free cancellation — full refund issued within 5 working days.
• Between 2 and 24 hours before the slot start: A £25 late-cancellation fee will be charged. The remainder of any payment taken will be refunded within 5 working days.
• Within 2 hours of the slot start: Cancellation is not available. Your engineer has been dispatched and cannot be recalled. If you have an urgent issue, contact us at support@fixmate.today.

Cancellations for scheduled bookings must be made through the FixMate app (via the live tracking page) or by emailing support@fixmate.today.

6. Engineer Arrival & Delays

FixMate provides estimated arrival times based on the Engineer's current location and traffic conditions. Times are indicative only and FixMate does not guarantee arrival within any specific window. If an Engineer is delayed beyond 30 minutes of the estimated time, you may request a full refund without penalty by contacting us.

If the Engineer does not arrive within 2 hours of the estimated window, you are entitled to a full refund and the job will be marked as failed. Contact us at support@fixmate.today.

7. Satisfaction & Dispute Resolution

If the work performed is of unsatisfactory quality, you must notify FixMate within 7 days of job completion by emailing support@fixmate.today with your booking reference and a description of the issue.

FixMate will review the complaint and may, at its discretion:

• Arrange a free re-completion of the job by a different Engineer
• Issue a partial or full refund where re-completion is not feasible
• Issue a credit towards a future booking

If you are not satisfied with FixMate's initial response, you may escalate through the following process:

1. Internal review: Request a formal internal review by emailing support@fixmate.today with the subject line "Formal Complaint". We will respond within 5 business days with a written outcome.
2. External mediation: If the dispute remains unresolved after the internal review, you may refer the matter to an independent alternative dispute resolution (ADR) scheme. FixMate will provide details of the applicable ADR body upon request.

Your statutory rights under the Consumer Rights Act 2015 are not affected by anything in these terms.

7a. Workmanship Warranty

FixMate provides a 90-day workmanship warranty on all completed jobs. This warranty covers:

• Defects in the workmanship performed by the Engineer during the job
• Faults arising directly from the way the work was carried out, as assessed by FixMate

The warranty does not cover:

• Normal wear and tear occurring after job completion
• Damage caused by the customer or third parties after the job
• Faults arising from materials the customer supplied themselves
• Pre-existing conditions that were present before the job was carried out
• Issues unrelated to the original job scope

To make a warranty claim, email support@fixmate.today with your booking reference and a description of the defect. Warranty claims must be raised within 90 days of the original job completion date.

8. Limitation of Liability

FixMate's total liability arising from any booking shall not exceed the total amount paid by you for that booking. FixMate shall not be liable for:

• Indirect, consequential, or reputational losses
• Losses arising from the Engineer's negligence, except where FixMate has been negligent in selecting or supervising the Engineer
• Losses arising from circumstances outside FixMate's reasonable control (force majeure)
• Loss of earnings, data, or business arising from job delays or cancellation

Nothing in these terms limits your statutory rights as a consumer.

8a. Property Damage Liability

All FixMate engineers are vetted and hold public liability insurance. Should property damage occur during a job:

• You must report the damage to FixMate within 7 days of job completion by emailing support@fixmate.today with your booking reference and a description of the damage.
• Claims will be handled through the assigned engineer's public liability insurance policy.
• FixMate's liability is limited to facilitating the claim and acting as an intermediary between you and the engineer. FixMate does not accept liability for the damage itself beyond this facilitation role.

9. Your Responsibilities

• You must be 18 years or older to use the FixMate platform. By booking you confirm you are 18 or older.
• You are responsible for ensuring all booking information (postcode, property type, fault description) is accurate. FixMate is not liable for outcomes arising from incorrect information provided by you.
• By uploading photos or videos you grant FixMate a non-exclusive licence to use that media for the purpose of diagnosing and fulfilling the job. Media is retained for 30 days then deleted and will not be shared with third parties except the assigned engineer.
• Provide accurate information about the job when booking
• Ensure access to the property at the agreed time
• Inform us of any safety hazards, hazardous materials, or access restrictions before the Engineer arrives
• Not direct the Engineer to perform work outside the agreed scope without a new booking
• Pay for any additional work explicitly agreed outside the fixed-price scope

10. Intellectual Property

The FixMate name, logo, and platform are owned by FixMate. You may not reproduce, copy, or scrape any part of the platform without prior written consent.

11. Account & Data

Your use of FixMate is subject to our Privacy Policy, which describes how we collect, use, and store your personal data. By using FixMate you consent to such processing.

12. Governing Law

These terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact

For questions about these terms, contact us at:

support@fixmate.today