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: £150 — paid at booking and covers the engineer's first hour of labour, including travel and diagnosis.
• 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 £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: £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

You may reschedule a confirmed appointment at no charge provided you do so more than 24 hours before the scheduled time. Reschedules within 24 hours are subject to the same 50% fee as a cancellation.

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 48 hours 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

FixMate's decision in satisfaction matters is final, subject to your statutory rights under the Consumer Rights Act 2015.

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.

9. Your Responsibilities

• 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