Refund Policy

Our Refund Promise

We're confident in our engineers. But if we can't fix your problem, you shouldn't pay for it.

✓ No questions asked

⚡ 24-hour resolution

🔒 Secure via Stripe

Call-out fee refunds

▼

Your £150 call-out fee is:

Fully refunded

Your engineer arrives and the problem is outside our service scope
Fully refunded

The issue requires a specialist FixMate doesn't cover
Fully refunded

It's a structural issue or landlord's responsibility clearly not covered in our terms
Fully refunded

We can't diagnose the problem on the day

Your call-out fee is:

Not refunded

The engineer diagnoses the problem correctly, provides a quote, and you choose not to proceed
Not refunded

You cancel after the engineer has begun travelling to your address

Labour refunds

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Labour charges are:

Fully refunded

The job was not completed to a satisfactory standard
Fully refunded

The engineer left before the job was done (through no fault of yours)

Labour charges are:

Not refunded

The job took longer than expected (engineer billed fairly by the hour)
Not refunded

You added extra work mid-job that wasn't in the original scope

Materials refunds

▼

Non-refundable once installed

Materials purchased with your approval are non-refundable once installed.
Credit available

Materials purchased but unused can be credited against your next booking.

Cancellation by customer

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Before engineer is dispatched	Full refund Full
After engineer dispatched but before they depart	Full refund Full
After engineer is en route or on-site	£150 call-out fee retained, remainder refunded within 5 working days Partial

Dispute process

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If you're unhappy with a job:

1
Contact us within 48 hours of job completion via the live chat or email
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

💬

Chat with us or email support@fixmate.today

We aim to respond within one working day.