Terms of Service (Customers)

Last updated: 29 January 2026

1. About These Terms

These Terms of Service ("Terms") govern your use of the FixFast website (fixfast.app) and mobile application ("Platform") as a customer seeking trade services.

By using our Platform, you agree to these Terms. If you don't agree, please don't use our services.

Company Details: FIX FAST TECHNOLOGIES LTD, registered in England and Wales. Contact: hello@fixfast.app

2. What FixFast Does

FixFast is a technology platform that connects customers with independent tradespeople. We provide:

• A marketplace to find verified tradespeople
• Booking and scheduling tools
• Secure payment processing
• Review and rating systems
• Customer support and dispute resolution

3. Using Our Platform

3.1 Eligibility

To use FixFast, you must:

• Be at least 18 years old
• Be a UK resident or have a UK address for services
• Provide accurate information when registering
• Have authority to book services at the property address

3.2 Your Account

You are responsible for:

• Keeping your login details secure
• All activity on your account
• Notifying us immediately if you suspect unauthorised access

4. Booking Services

4.1 How Bookings Work

1. Describe your job and location
2. Receive quotes from available tradespeople
3. Choose a tradesperson based on price, reviews, and availability
4. Confirm the booking and any deposit required
5. The tradesperson completes the work
6. You approve the work and release payment

4.2 Pricing

• Prices shown are set by the tradesperson, not FixFast
• Quotes may be fixed price or estimated (clearly labelled)
• Additional work beyond the original scope may incur extra charges
• VAT will be shown where applicable

4.3 Cancellations

• Free cancellation: More than 24 hours before the appointment
• Late cancellation (under 24 hours): You may be charged a cancellation fee (up to 50% of the quoted price)
• No-show: Full charge may apply

Tradespeople may also cancel. If they do, we'll help you find an alternative or provide a full refund.

5. Payments

• Payments are processed securely through Stripe
• We hold payment in escrow until you confirm the work is complete
• You have 48 hours after job completion to raise any issues before payment is released
• We accept major credit/debit cards, Apple Pay, and Google Pay

6. Our Guarantee

We want you to be happy with every job. Our guarantee includes:

• Workmanship Guarantee: If the work is faulty, we'll arrange for it to be fixed at no extra cost
• No-Show Protection: Full refund if a tradesperson doesn't turn up
• Price Protection: You won't pay more than the agreed quote for the agreed scope

For full details, see our Guarantee page.

7. Your Responsibilities

When using FixFast, you agree to:

• Provide accurate job descriptions and property access
• Be present (or arrange access) at the agreed time
• Treat tradespeople with respect
• Pay for completed work as agreed
• Leave honest, fair reviews
• Not attempt to contact tradespeople outside the platform to avoid fees

8. Reviews and Ratings

• You can leave a review after each completed job
• Reviews must be honest and based on your genuine experience
• We may remove reviews that are abusive, fraudulent, or violate our guidelines
• Tradespeople can respond to reviews

9. Limitation of Liability

To the maximum extent permitted by law:

• FixFast is not liable for the quality of work performed by tradespeople (though our guarantee provides recourse)
• We are not liable for indirect, consequential, or incidental damages
• Our total liability is limited to the amount you paid for the relevant service

Nothing in these Terms excludes liability for death, personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

10. Disputes

If you have a problem with a job:

1. First, try to resolve it directly with the tradesperson through our messaging system
2. If unresolved, contact our support team within 48 hours of job completion
3. We'll investigate and mediate
4. If still unresolved, see our Complaints Procedure

11. Changes to Terms

We may update these Terms from time to time. We'll notify you of significant changes by email or through the Platform. Continued use after changes means you accept the new Terms.

12. Governing Law

These Terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact Us

• Email: hello@fixfast.app
• Response Time: Within 2 business days