Terms of Service

The agreement between you and Fixxo when you book HVAC, plumbing or cleaning through Fixxo. The most important parts are who does the work, how the price works, and when your card is charged.

1. These terms

These terms apply when you use fixxo.ai or the Fixxo app, and when you book a job through Fixxo. By booking, you agree to them. They include our Privacy Policy. Service providers who partner with Fixxo sign a separate partner agreement.

2. What Fixxo is, and who does the work

Fixxo is a booking, verification and payment service. It is not a contractor and does not perform the work.

• The service provider is the contractor. Each job is done by an independent service provider, a company that employs its own technicians and holds its own licences and insurance. Your contract for the work is with that service provider.
• You see who it is. The service provider's legal name, and for HVAC and plumbing its Virginia DPOR licence number, class and specialty, appear on your quote, any contract and your receipt.
• Fixxo acts as the service provider's disclosed agent for taking your booking and collecting payment. Fixxo also verifies service providers, runs the quality check, and handles problems and refunds as these terms describe.
• Written contracts. Where Virginia rules require a written contract for residential repair work, the service provider's contract, including the notices Virginia requires, is provided for you to sign before the work starts.

3. Who can book

• You must be 18 or over and able to enter a binding contract.
• You must own, live at, or be authorised to arrange work at the service address.
• The address must be in an area and a service Fixxo has opened. Some services open later than others.

4. Your account

• You sign in with a code sent by text to your mobile number. Keep your phone secure.
• Give accurate details, especially the address, access notes and a description of the job.
• We may suspend an account used for fraud, abuse, or in breach of these terms.
• You can delete your account at any time. See Delete your account.

5. The price

• Before you book, you see one all-in price and what it includes. Any visit or diagnostic fee is inside that price.
• Where a fault must be diagnosed on site before the repair can be priced, the diagnostic fee is shown before you book and is credited toward the repair if you go ahead with it.
• There is no separate booking fee for customers. Fixxo's commission is paid by the service provider out of the job's value.
• Prices are in US dollars. Tax, where any applies, is shown before you book.

6. Changes to the work

If the technician finds that more or different work is needed, they cannot change the price at your door. They must send a written change order in the app with the work and its price. Nothing extra is done or charged unless you accept it in the app. Where Virginia's home-solicitation rules or the federal Cooling-Off Rule apply to added work, you are told of your right to cancel it within three business days.

7. Payment

• At booking, Stripe saves and verifies your card. No money is taken.
• When a service provider accepts your job, the amount is authorised on your card as a payment to that service provider. If the visit is further away than an authorisation can stay valid, the authorisation is made about 48 hours before the visit instead.
• You are charged only after the completed work passes Fixxo's quality check.
• If the service provider drops the job, that authorisation is cancelled. If another provider takes the job, a new authorisation is made for it.
• Payments are processed by Stripe. Paying through Fixxo is paying the service provider: Fixxo collects the payment on the provider's behalf and the provider receives it through Stripe, less Fixxo's commission.
• Fixxo is not a bank and does not hold your money as a deposit or trust. An authorised amount that is never charged is released by your card issuer, which can take several days.

8. Cancelling and rescheduling

• Before a service provider accepts your job, you can cancel at no cost.
• After a provider accepts, the cancellation terms for your booking are shown to you before you book. No cancellation fee is charged unless it was shown to you before you booked.
• If the service provider cannot attend, you are not charged. We offer the job to another provider or cancel it, as you choose.
• For recurring cleaning, each visit follows these same rules.

9. Quality check and problems

• When the work is finished, the technician completes the job's checklist and before-and-after photos, and Fixxo checks the work against them. You can see the same photos.
• If the check does not pass, or you raise a problem before you are charged, you are not charged while it is being resolved.
• We work out a remedy with the service provider: a return visit, a price adjustment, or a refund of the affected amount. You get the outcome in writing, with the reasons.
• Refunds go back to your card. Your card issuer decides how quickly they appear, usually within 5 to 10 business days.
• Any warranty on the work itself is given by the service provider and shown on your quote or contract.

See Problems and refunds for the full process.

10. Card disputes

Please contact us before disputing a charge with your card issuer. We can usually resolve a problem faster, and a dispute does not stop you raising the problem with us.

11. Verification, and what it means

Before a service provider receives any job, Fixxo checks its licences and insurance against the records and documents available to us, and checks them again when they expire. Verification means we made those checks. It is not a promise about the outcome of any particular job, and it does not replace the service provider's own responsibility for its work, its technicians, permits and compliance with the law.

12. Your responsibilities

• Give safe access to the property and the area of work at the booked time.
• Tell us about hazards, pets, and anything that affects safety or the scope of the job.
• Do not arrange work you are not authorised to arrange.
• Treat technicians with respect. Harassment or threats end the booking and the account.

13. Acceptable use

• Do not use Fixxo for anything unlawful.
• Do not give false information or impersonate anyone.
• Do not post fake ratings or reviews.
• Do not scrape, overload or try to get around the security of the website or app.

14. Your content

You keep ownership of the photos and descriptions you send. You allow Fixxo and the service provider doing your job to use them to deliver the job, run the quality check, handle problems, and meet legal duties, and allow Fixxo to use them in de-identified form to improve the service. We will not use your photos in public marketing without your separate permission.

15. Safety

If there is a risk to life, a gas smell, or an electrical hazard, leave the property and call 911 first. Fixxo is not an emergency service.

16. Liability

The service provider is responsible for the work it performs. Fixxo is responsible for the parts of the service it provides: the booking, verification, the quality check and payment processing. Nothing in these terms limits liability that the law does not allow to be limited, or any right you have under Virginia consumer-protection law.

17. Disputes with Fixxo and governing law

If you have a complaint about Fixxo, contact info@fixxo.ai first, then info@fixxo.ai marked "Escalation" if it is not resolved. These terms are governed by the laws of the Commonwealth of Virginia. Nothing here stops you from complaining to a consumer-protection authority.

18. Ending use, and changes to these terms

• You can stop using Fixxo and delete your account at any time. A booking already in progress, and any problem about a completed job, is still handled under these terms.
• We may suspend or end access for a serious breach of these terms, or where the law requires it.
• If we change these terms in a way that matters to you, we will tell you in the app before the change applies. A change applies only to bookings made after it takes effect.

19. Contact

Legal: info@fixxo.ai
Support: info@fixxo.ai
Post: the postal address will be added here before launch.

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.