Problems, complaints and refunds

What to do if something is wrong with a job, how it is put right, and how refunds work.

1. Before you are charged: raise it in the app

You are charged only after the finished work passes Fixxo's quality check. If something is wrong, raise it in the app before the charge, with photos if you can. You are not charged while a problem is open.

2. What happens next

• We share your reason with the service provider and give it the chance to respond or come back.
• We decide on a remedy with the service provider: a return visit, a price adjustment, or a refund of the affected amount.
• You get the outcome and the reasons in writing.

3. After you have been charged

If a problem appears after the charge, email info@fixxo.ai with the job reference and photos. We take it up with the service provider. Any warranty on the work itself is given by the service provider and shown on your quote or contract.

Fixxo does not currently offer a guarantee of its own. If that changes, it will be described here before it applies to any booking.

4. Refunds

• Before a provider accepts: cancel at no cost. Nothing has been authorised.
• Provider cannot attend: you are not charged, and the authorisation is cancelled.
• Work not completed: you are not charged for the part that was not done.
• Agreed refund after a charge: it goes back to your card. Your card issuer decides how quickly it appears, usually within 5 to 10 business days.

5. Concerns about conduct

Tell us at info@fixxo.ai if a technician's behaviour concerned you, including anything unsafe, intimidating or discriminatory. We investigate conduct separately from a dispute about the work. If you are in danger, call 911 first.

6. Escalation

If our decision does not resolve the problem, email info@fixxo.ai with "Escalation" in the subject. Someone who was not involved in the first decision reviews it and gives you our final position in writing.

7. Where else you can complain

• The Office of the Attorney General of Virginia, Consumer Protection Section.
• The Virginia Department of Professional and Occupational Regulation (DPOR), about licensed HVAC or plumbing work or a licensed contractor.
• The Federal Trade Commission, about unfair or deceptive practices.

You do not have to use our process before exercising any legal right.

This page is a plain-English statement of how Fixxo works. It is not legal advice to you, and it does not reduce any right the law gives you.