Terms & Conditions

MODULE 1

DEFINITIONS, INTERPRETATION & FIXUP’S ROLE AS A MARKETPLACE

1. DEFINITIONS

In these Terms, unless the context otherwise requires: “Fixup” means Fixup Technologies Ltd, a company registered in England and Wales, together with its website, mobile applications, booking systems, payment flows, communications tools and associated technology platforms. “Platform” means the Fixup online marketplace, including any website, application, booking interface, messaging tools, pricing tools, and payment facilitation services operated by Fixup. “Customer” means any individual or business user who requests, books, or receives services through the Platform. “Tradesperson” means any independent contractor, sole trader, partnership, or company that offers services to Customers through the Platform. “Job” means the provision of services agreed between a Customer and a Tradesperson following a booking made via the Platform. “Services” means the services provided by a Tradesperson to a Customer pursuant to a Job. For the avoidance of doubt, Services are not provided by Fixup. “Platform Fee” means the fee retained by Fixup for use of the Platform, payment facilitation, and related administrative services. “Payment Processor” means Fixup’s third-party payment service provider (including Stripe or any replacement provider).

2. INTERPRETATION

2.1 Headings are for convenience only and do not affect interpretation.

2.2 References to “including” or “include” are illustrative and do not limit the generality

of the words preceding them.

2.3 A reference to legislation includes any amendment or re-enactment.

2.4 These Terms apply to all users of the Platform, including Customers and

Tradespeople, unless expressly stated otherwise.

3. FIXUP’S ROLE – FUNDAMENTAL POSITION

3.1 Marketplace Only

Fixup operates solely as an online marketplace and technology platform which facilitates:

• introductions between Customers and Tradespeople;
• booking requests and confirmations;
• the communication of information;
• the collection and onward payment of funds as agent. Fixup does not provide trade services, construction services, repair services, or any regulated or unregulated physical works.

3.2 No Principal Contractor Status

For the avoidance of doubt:

• Fixup is not a principal contractor;
• Fixup does not act as a contractor, subcontractor, or employer;
• Fixup does not take responsibility for the performance of Services;
• Fixup does not manage, supervise, direct, or control Tradespeople;
• Fixup does not supply labour, materials, tools, or equipment. Any references on the Platform to “we” , “our service” , “booking” , or similar are descriptive only and do not imply contractual responsibility for the Services.

3.3 Separate Contracts

When a Job is booked:

• a legally binding contract for Services is formed directly and exclusively between the Customer and the Tradesperson;
• Fixup is not a party to that contract;
• Fixup has no contractual liability for the Services. Fixup’s involvement is limited to facilitating the transaction and administering payments in accordance with these Terms.

3.4 No Employment, Agency or Partnership

Nothing in these Terms creates, or is intended to create:

• an employment relationship;
• a worker relationship;
• a partnership or joint venture;
• a franchise;
• a principal-agent relationship between Fixup and any Tradesperson, other than Fixup acting as a limited payment collection agent as expressly described. Tradespeople act in their own name, on their own behalf, and at their own commercial risk.

4. PAYMENT COLLECTION AS AGENT ONLY

4.1 Fixup is authorised by Tradespeople to collect payments from Customers as

commercial agent only.

4.2 Payment by a Customer to Fixup is deemed to be payment to the Tradesperson.

4.3 Fixup does not guarantee:

• payment clearance;
• absence of chargebacks;
• bank processing times; or
• availability of funds.

4.4 Fixup’s role in handling funds does not:

• create responsibility for the Services;
• imply control over how Services are performed;
• transfer liability from the Tradesperson to Fixup.

5. NO ASSUMPTION OF DUTY OF CARE

5.1 Fixup does not assume any duty of care to Customers or Tradespeople in relation to:

• workmanship;

• safety;
• compliance with law;
• suitability of Services;
• structural integrity;
• materials used;
• outcomes of any Job.

5.2 Any assistance, guidance, pricing templates, or tools provided by Fixup are:

• automated;
• indicative only;
• not professional advice; and
• relied upon at the user’s own risk.

6. NO SUPERVISION OR QUALITY CONTROL

6.1 Fixup does not:

• inspect work;
• attend sites;
• verify completion;
• approve workmanship;
• enforce standards of performance.

6.2 Any references to “vetted” , “verified” , or similar are limited to administrative

onboarding checks only and do not constitute certification, endorsement, or guarantee of competence.

7. PLATFORM BRANDING AND CUSTOMER EXPERIENCE

7.1 The Platform may present a unified booking and payment experience for

convenience.

7.2 Such presentation does not indicate that:

• Fixup performs the Services;
• Fixup controls Tradespeople; or

• Services are supplied by Fixup.

7.3 Users acknowledge that a seamless customer experience does not alter the

underlying contractual position.

8. EARLY-STAGE OPERATING MODEL (IMPORTANT)

8.1 In certain circumstances, a Tradesperson providing Services may also be a director,

shareholder, or officer of Fixup.

8.2 Where this occurs:

• the Tradesperson acts solely in their capacity as an independent contractor;
• the Services are provided under a separate contract between the Customer and that Tradesperson;
• Fixup does not become a principal contractor by virtue of any shared ownership or management.

8.3 Customers expressly acknowledge that Fixup’s marketplace role remains

unchanged in such circumstances.

9. ACKNOWLEDGEMENT BY USERS

By using the Platform, all users expressly acknowledge and agree that:

• Fixup is a facilitator only;
• responsibility for Services lies with the Tradesperson;
• disputes regarding Services do not involve Fixup as a contracting party;
• Fixup’s liability is limited to its role as a marketplace operator. This acknowledgement is fundamental and relied upon by Fixup in making the Platform available.

10. PRECEDENCE

10.1 This Module 1 governs the interpretation of all other sections.

10.2 If any provision elsewhere appears inconsistent, this Module shall prevail.

MODULE 2

BOOKINGS, PRICING, SCOPE AND JOB ASSUMPTIONS

11. BOOKINGS VIA THE PLATFORM

11.1 Booking Requests

When a Customer submits a booking request via the Platform:

• the request constitutes an offer to contract with a Tradesperson;
• the offer is based solely on the information provided by the Customer;
• no site visit, survey, inspection, or assessment is carried out by Fixup. A booking is not confirmed until it is accepted by a Tradesperson or otherwise confirmed via the Platform.

11.2 No Guarantee of Availability

Fixup does not guarantee that:

• any particular Tradesperson will accept a booking;
• Services will be available within any timeframe;
• a booking will proceed as requested. Fixup bears no liability for declined or unfulfilled booking requests.

12. PRICING MECHANICS AND JOB TEMPLATES

12.1 Template-Based Pricing

Prices displayed on the Platform are generated using:

• predefined job templates;
• standardised assumptions;
• information input by the Customer. These prices are indicative of a standard scope only and are not bespoke quotations.

12.2 No Survey or Inspection

Unless expressly stated otherwise:

• no physical inspection is undertaken before booking;

• no verification of site conditions occurs;
• no assessment of hidden defects, access constraints, or prior works is made. Customers acknowledge that pricing is based on assumed conditions, not confirmed conditions.

12.3 Customer Responsibility for Accuracy

Customers are solely responsible for ensuring that:

• job descriptions are accurate and complete;
• photographs (if provided) fairly represent conditions;
• relevant details (materials, access, age of property, prior damage) are disclosed. Fixup and Tradespeople are entitled to rely on the information provided without further verification.

13. SCOPE OF WORK

13.1 Defined Scope Only

The agreed price covers only:

• the specific task described in the booking; and
• work reasonably necessary to complete that task as described. Any work outside that scope is excluded unless separately agreed.

13.2 Excluded Work

Unless expressly included, prices do not cover:

• rectification of pre-existing defects;
• remedial work caused by prior poor workmanship;
• upgrades, improvements, or compliance upgrades;
• structural issues;
• latent or concealed conditions.

13.3 Hidden or Unforeseen Issues

If hidden, unforeseen, or undisclosed issues arise (including but not limited to rotten materials, unsafe wiring, concealed leaks, asbestos, or non-compliant installations):

• the Tradesperson may pause or cease work;
• additional costs may arise;
• the original price may no longer apply. Neither Fixup nor the Tradesperson is liable for failure to complete the Job at the original price where such conditions exist.

14. VARIATIONS AND ADDITIONAL WORK

14.1 Variations

Any change to scope, materials, specification, or conditions constitutes a variation. Variations:

• are not included in the original price;
• may require additional payment;
• must be agreed directly between the Customer and the Tradesperson.

14.2 Fixup’s Position on Variations

Fixup:

• does not approve or reject variations;
• does not assess reasonableness of additional charges;
• is not responsible for variation disputes. Fixup’s role is limited to facilitating updates through the Platform where available.

15. TIME ESTIMATES AND DELAYS

15.1 Indicative Timing Only

Any timeframes displayed on the Platform are estimates only. Fixup does not guarantee:

• start times;
• completion dates;

• duration of work.

15.2 Causes of Delay

Delays may arise due to:

• access issues;
• customer unavailability;
• weather conditions;
• materials availability;
• safety concerns;
• third-party dependencies. Fixup bears no liability for delays of any kind.

16. ACCESS AND SITE CONDITIONS

16.1 Customer Obligations

Customers must ensure:

• safe, clear, and lawful access to the site;
• utilities (water, gas, electricity) are available where required;
• pets, occupants, and hazards are managed appropriately;
• parking permits or permissions are arranged where necessary.

16.2 Failed Access

If access is not available at the agreed time:

• the Tradesperson may treat the Job as aborted;
• call-out or abortive fees may apply;
• Fixup is under no obligation to refund any fees.

17. MISDESCRIPTION AND ABORTIVE WORK

17.1 Where a Job cannot proceed due to:

• incorrect description;
• undisclosed conditions;
• unsafe working environment;
• legal or compliance issues, the Tradesperson may decline to proceed without penalty.

17.2 Fixup bears no responsibility for:

• aborted work;
• wasted time;
• additional costs arising from misdescription.

18. NO RELIANCE ON PLATFORM TOOLS

Customers and Tradespeople acknowledge that:

• pricing tools are automated;
• assumptions may not reflect real-world conditions;
• reliance is at their own risk. Fixup makes no representation that any price reflects the final cost of Services.

19. ACKNOWLEDGEMENT

By placing or accepting a booking, users expressly acknowledge that:

• pricing is assumption-based;
• scope is limited to what is described;
• Fixup does not verify or guarantee suitability;
• disputes about scope or price are not Fixup’s responsibility.

MODULE 3

PAYMENTS, FUNDS HANDLING, PLATFORM FEES, MATERIALS AND REFUNDS

20. PAYMENT STRUCTURE – CORE PRINCIPLES

20.1 All payments made via the Platform are processed through a third-party Payment

Processor.

20.2 Fixup does not operate as a bank, escrow provider, or trustee.

20.3 Fixup acts solely as a commercial payment collection agent on behalf of

Tradespeople.

20.4 Payment mechanics are designed for administrative convenience and do not alter

the underlying contractual position between Customers and Tradespeople.

21. AUTHORISATION, CHARGING AND TIMING OF PAYMENTS

21.1 Payment at Booking

Unless expressly stated otherwise:

• Customers authorise payment at the time of booking;
• such payment may be charged immediately or captured at a later point;
• authorisation constitutes irrevocable consent to charge.

21.2 Customers acknowledge that:

• Fixup is not required to delay charging;
• payment may be taken before any Services commence;
• early charging does not imply Fixup is responsible for delivery of Services.

21.3 Failed or Reversed Payments

If a payment:

• fails;
• is reversed;
• is subject to chargeback;
• is clawed back by the Payment Processor; Fixup reserves the right to:
• suspend accounts;
• withhold payouts;
• recover sums from the responsible user;

• offset amounts against future payments.

22. PLATFORM FEES

22.1 Fixup charges a Platform Fee for:

• access to the Platform;
• booking facilitation;
• payment handling;
• administrative and support services.

22.2 The Platform Fee:

• is retained by Fixup;
• is not a charge for Services;
• is separate from the Tradesperson’s remuneration.

22.3 Platform Fees are non-refundable once a Job has commenced or where Fixup has

performed its facilitation role.

23. MATERIALS AND COST ALLOWANCES

23.1 Materials Allowances

Where a Job includes an allowance for materials:

• the allowance is an estimate only;
• ownership of materials rests with the Customer once purchased;
• Tradespeople are not required to advance funds unless agreed.

23.2 Overspends and Underspends

23.2.1 If actual material costs exceed the allowance:

• the Customer is responsible for the difference;
• additional payment may be required before completion.

23.2.2 If actual material costs are lower:

• any surplus may be retained or refunded depending on the agreement between Customer and Tradesperson;

• Fixup has no obligation to reconcile or audit materials spend.

23.3 No Fiduciary Obligation

Fixup:

• does not track individual material purchases;
• does not verify receipts;
• does not act as custodian of material funds.

24. RELEASE OF FUNDS

24.1 Funds are released to the Tradesperson:

• once the Job is marked complete; or
• at such other time as Fixup reasonably determines.

24.2 Completion status may be:

• confirmed by the Tradesperson;
• inferred from system activity;
• deemed complete after a reasonable period.

24.3 Fixup is not responsible for:

• disputes about completion;
• quality of work;
• subjective dissatisfaction.

25. WITHHOLDING OF FUNDS

25.1 Fixup may temporarily withhold funds where:

• a dispute is notified;
• fraud is suspected;
• required by the Payment Processor;
• required by law.

25.2 Withholding funds:

• does not imply fault;
• does not constitute a determination;
• does not create liability for Fixup.

26. REFUNDS

26.1 No Automatic Right to Refund

Customers acknowledge that:

• there is no automatic entitlement to a refund;
• refunds depend on circumstances;
• Platform Fees are generally non-refundable.

26.2 Discretionary Refunds

Any refund issued by Fixup:

• is discretionary;
• does not constitute an admission of liability;
• may be partial or conditional.

26.3 Chargebacks

26.3.1 Customers must not initiate chargebacks without first engaging the Platform.

26.3.2 Chargebacks may result in:

• immediate suspension;
• recovery of losses;
• permanent account termination.

26.3.3 Fixup reserves the right to contest chargebacks and submit evidence.

27. PARTIAL COMPLETION AND ABORTED JOBS

27.1 Where a Job is partially completed:

• payment may be proportionally released;

• refunds may be reduced or withheld.

27.2 Abortive work may arise due to:

• access failure;
• misdescription;
• unsafe conditions;
• regulatory issues. In such cases, Fixup bears no responsibility for losses.

28. NO ESCROW OR TRUST

28.1 Funds held by Fixup are:

• not held on trust;
• not segregated for individual Customers;
• subject to Payment Processor terms.

28.2 Customers waive any claim that funds are escrowed or protected beyond

processor safeguards.

29. TAX AND VAT

29.1 Tradespeople are responsible for:

• VAT registration;
• tax compliance;
• issuing invoices where required.

29.2 Fixup does not provide tax advice and does not verify tax status.

30. ACKNOWLEDGEMENT AND RISK ALLOCATION

By using the Platform, users acknowledge that:

• Fixup is a payment intermediary only;
• financial risk lies primarily with the contracting parties;
• Fixup does not insure transactions;

• payment flows do not imply service responsibility.

MODULE 4

TRADESPERSON OBLIGATIONS, WARRANTIES, REPRESENTATIONS AND

INDEMNITIES

31. STATUS OF TRADEPERSONS

31.1 Independent Contractor Status

All Tradespeople using the Platform do so strictly as independent contractors. Nothing in these Terms shall be construed as creating:

• an employment relationship;
• worker status;
• agency (other than limited payment collection);
• partnership or joint venture. Tradespeople operate in their own name, on their own account, and at their own commercial risk.

31.2 No Authority to Bind Fixup

Tradespeople have no authority to:

• represent themselves as employees, agents, or representatives of Fixup;
• bind Fixup contractually;
• make warranties or representations on Fixup’s behalf. Any such representation is unauthorised and constitutes a material breach.

32. GENERAL WARRANTIES BY TRADEPERSONS

Each Tradesperson warrants, represents, and undertakes on a continuing basis that they:

32.1 are legally entitled to work and trade in the United Kingdom;

32.2 hold and will maintain all licences, qualifications, registrations, approvals, and

permissions required by law and industry standards;

32.3 will perform Services with reasonable skill and care, in accordance with:

• applicable laws and regulations;
• recognised industry standards;
• manufacturer instructions;
• health and safety requirements;

32.4 will not undertake Services they are not competent, insured, or legally permitted to

perform.

33. INSURANCE OBLIGATIONS

33.1 Mandatory Insurance

Tradespeople must maintain, at their own cost:

• public liability insurance at appropriate levels;
• any additional insurance required by law or nature of the Services.

33.2 Evidence of Insurance

Fixup may:

• request proof of insurance at any time;
• suspend or terminate access for failure to provide evidence. Fixup does not:
• verify adequacy of cover;
• act as insurer;
• provide insurance for Jobs.

33.3 No Reliance on Fixup

Tradespeople acknowledge that:

• Fixup does not assess insurance suitability;
• reliance on insurance arrangements is entirely the Tradesperson’s responsibility.

34. HEALTH, SAFETY AND COMPLIANCE

34.1 Tradespeople are solely responsible for:

• site safety;
• risk assessments;
• method statements;
• compliance with health and safety law.

34.2 Fixup:

• does not supervise work;
• does not conduct site inspections;
• does not enforce safety standards. Any breach of health and safety obligations is the Tradesperson’s responsibility.

35. MATERIALS, TOOLS AND EQUIPMENT

35.1 Tradespeople are responsible for:

• sourcing appropriate materials unless otherwise agreed;
• ensuring materials are suitable and compliant;
• supplying all necessary tools and equipment.

35.2 Fixup bears no liability for:

• defective materials;
• inappropriate specification;
• misuse of tools or equipment.

36. CONDUCT, PROFESSIONALISM AND PLATFORM RULES

Tradespeople must:

• behave professionally and lawfully;
• comply with Platform rules and instructions;
• refrain from abusive, misleading, or deceptive conduct;

• not solicit Customers outside the Platform where prohibited. Fixup reserves the right to take action for any conduct that may damage trust in the Platform.

37. TAX, VAT AND FINANCIAL COMPLIANCE

37.1 Tradespeople are solely responsible for:

• tax reporting;
• VAT registration and compliance;
• issuing invoices where required by law.

37.2 Fixup:

• does not provide tax advice;
• does not determine tax status;
• bears no liability for Tradesperson tax failures.

38. CUSTOMER DISPUTES AND CLAIMS

38.1 Tradespeople are solely responsible for:

• responding to Customer complaints;
• rectifying defects where appropriate;
• handling claims relating to Services.

38.2 Fixup is not responsible for:

• dispute outcomes;
• settlement terms;
• workmanship assessments.

39. INDEMNITY IN FAVOUR OF FIXUP

39.1 Broad Indemnity

Tradespeople agree to fully indemnify and hold harmless Fixup against all claims, losses, damages, liabilities, costs, and expenses (including legal fees) arising from or related to:

• the performance or non-performance of Services;
• breach of these Terms;
• personal injury, death, or property damage;
• regulatory or legal non-compliance;
• tax or VAT failures;
• misrepresentation to Customers;
• claims that Fixup is a principal contractor.

39.2 Survival

This indemnity survives:

• termination of account;
• completion of Jobs;
• cessation of Platform use.

40. SUSPENSION AND TERMINATION

Fixup may, at its sole discretion:

• suspend access;
• restrict bookings;
• terminate accounts immediately, where a Tradesperson:
• breaches these Terms;
• poses a risk to Fixup, Customers, insurers, or payment providers;
• generates excessive disputes or chargebacks. Fixup bears no liability for losses arising from suspension or termination.

41. ACKNOWLEDGEMENT BY TRADEPERSONS

Tradespeople expressly acknowledge that:

• they bear full responsibility for Services;

• Fixup is not a contractor or supervisor;
• Fixup relies on these warranties and indemnities in operating the Platform.

MODULE 5

CUSTOMER OBLIGATIONS, ACCESS, SITE CONDITIONS AND CO-OPERATION

42. CUSTOMER RESPONSIBILITY – CORE PRINCIPLE

42.1 Customers acknowledge that successful completion of a Job depends materially

on factors within the Customer’s control, including access, accuracy of information, and site conditions.

42.2 Customers accept that Fixup:

• does not inspect sites;
• does not verify conditions;
• relies entirely on Customer-provided information. Any failure arising from inaccurate information or site conditions is the Customer’s responsibility.

43. ACCURACY OF INFORMATION

43.1 Duty of Accuracy

Customers warrant that all information provided via the Platform is:

• true;
• accurate;
• complete; and
• not misleading. This includes (without limitation):
• job descriptions;
• photographs;
• measurements;
• age and condition of property;

• prior works or defects.

43.2 Reliance

Tradespeople and Fixup are entitled to rely on Customer-provided information without independent verification. Misdescription constitutes a material breach of these Terms.

44. ACCESS TO THE SITE

44.1 Access Obligations

Customers must ensure:

• safe, unobstructed, and lawful access to the site;
• access at the agreed date and time;
• that any required permissions (including landlord, freeholder, or managing agent consent) are obtained.

44.2 Failed Access

If access is not available for any reason, including:

• absence of the Customer;
• locked premises;
• denied entry;
• access restrictions; the Tradesperson may:
• treat the Job as aborted;
• charge abortive or call-out fees;
• reschedule at additional cost. Fixup bears no responsibility for failed access.

45. SITE CONDITIONS AND SAFETY

45.1 Customer Duty

Customers are responsible for ensuring the site is:

• safe;
• compliant with applicable laws;
• free from undisclosed hazards. This includes (without limitation):
• asbestos;
• unsafe wiring;
• structural instability;
• infestations;
• hazardous substances.

45.2 Utilities and Services

Where Services require utilities, Customers must ensure:

• water, gas, and electricity are available and safe;
• isolation points are accessible where required. Tradespeople are not required to proceed where utilities are unsafe or unavailable.

45.3 Pets, Occupants and Third Parties

Customers must ensure:

• pets are secured;
• occupants do not interfere with work;
• third parties do not obstruct or endanger Tradespeople. Any delay or failure caused by interference is the Customer’s responsibility.

46. PARKING, PERMITS AND LOCAL RESTRICTIONS

Customers are responsible for:

• parking availability;
• permits or parking charges;

• compliance with local authority restrictions. Fixup is not liable for delays or costs arising from parking or access restrictions.

47. WORKING HOURS AND NOISE

Customers acknowledge that:

• working hours may be limited by law or local restrictions;
• noise, dust, and disruption are inherent to many Services. Fixup bears no responsibility for inconvenience caused by lawful performance of Services.

48. CUSTOMER INTERFERENCE AND VARIATIONS

48.1 Customers must not:

• interfere with work;
• direct Tradespeople in a manner inconsistent with agreed scope;
• instruct unsafe or unlawful practices.

48.2 Any instruction that changes scope constitutes a variation and may result in

additional charges.

49. ABORTIVE WORK AND CUSTOMER FAULT

49.1 Where a Job cannot proceed or is aborted due to:

• misdescription;
• unsafe conditions;
• failed access;
• lack of permissions;
• Customer interference; the Customer remains liable for:
• abortive fees;
• call-out charges;
• costs incurred.

50. NO DUTY TO PROCEED

Tradespeople are entitled to refuse or cease work where:

• conditions are unsafe;
• information is inaccurate;
• legal compliance cannot be assured. Fixup bears no liability for refusal to proceed.

51. ACKNOWLEDGEMENT BY CUSTOMERS

Customers expressly acknowledge that:

• Fixup does not control site conditions;
• Fixup is not responsible for access failures;
• Fixup does not warrant suitability of Services;
• many disputes arise from Customer-controlled factors. Customers accept that Fixup relies on this allocation of risk.

MODULE 6

CANCELLATIONS, COOLING-OFF RIGHTS, NO-SHOWS, DELAYS AND FORCE

MAJEURE

52. GENERAL CANCELLATION PRINCIPLES

52.1 Cancellation rights vary depending on:

• the nature of the Customer (consumer or business);
• the type of Job;
• whether work has commenced;
• whether Services are time-specific or urgent.

52.2 Fixup acts solely as a facilitator of cancellations and does not guarantee refunds

or outcomes.

53. STATUTORY COOLING-OFF RIGHTS (CONSUMERS)

53.1 Application of Consumer Contracts Regulations

Where applicable, Customers who are consumers may have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

53.2 Loss of Cooling-Off Rights

Customers acknowledge and agree that the statutory right to cancel may be lost where:

• the Customer expressly requests that Services commence within the cooling-off period; and
• the Tradesperson begins performance of the Services. Once performance has commenced:
• cancellation rights may be extinguished; and
• the Customer may be liable for costs incurred.

53.3 Express Consent

By booking via the Platform, Customers:

• acknowledge that Services may be scheduled promptly;
• consent to early performance where applicable;
• accept that this may affect statutory cancellation rights.

54. NON-EMERGENCY JOB CANCELLATIONS

54.1 Advance Cancellation

Where a Customer cancels a non-emergency Job with sufficient notice (as displayed at booking):

• cancellation may be accepted without further charge;
• Platform Fees may remain non-refundable.

54.2 Late Cancellation

Where a Customer cancels:

• after the stated cancellation window; or
• after a Tradesperson has committed time, materials, or travel; the Customer may be liable for:
• call-out fees;
• abortive costs;
• partial or full charges. Fixup bears no liability for such charges.

55. EMERGENCY AND TIME-SENSITIVE JOBS

55.1 Certain Jobs are classified as emergency or time-critical.

55.2 For such Jobs:

• cancellation rights may be restricted or excluded;
• refunds may not be available once resources are mobilised. Customers expressly acknowledge that urgency materially affects cancellation rights.

56. NO-SHOWS AND FAILED ATTENDANCE

56.1 Customer No-Show

If a Customer:

• is not present;
• fails to provide access;
• cannot be contacted at the agreed time; the Job may be treated as a Customer no-show.

56.2 Consequences of No-Show

In the event of a no-show:

• the Tradesperson may leave the site;
• abortive or call-out fees may apply;

• no refund is guaranteed. Fixup bears no responsibility for losses arising from Customer non-attendance.

57. TRADESPERSON NON-ATTENDANCE

57.1 Where a Tradesperson fails to attend:

• the Customer should notify Fixup via the Platform;
• Fixup may assist with rescheduling or reallocation.

57.2 Fixup does not guarantee:

• replacement Tradespeople;
• immediate reattendance;
• compensation for inconvenience.

58. DELAYS AND RESCHEDULING

58.1 No Guaranteed Timing

Customers acknowledge that:

• arrival times are estimates only;
• delays may occur for operational reasons.

58.2 Acceptable Causes of Delay

Delays may arise due to (without limitation):

• traffic;
• weather;
• prior Jobs overrunning;
• supplier or material delays;
• health or safety issues. Such delays do not entitle Customers to cancellation or compensation.

59. FORCE MAJEURE

59.1 Neither Fixup nor Tradespeople shall be liable for failure or delay caused by events

beyond reasonable control, including but not limited to:

• extreme weather;
• acts of God;
• illness or injury;
• strikes or industrial action;
• supplier failures;
• government restrictions.

59.2 Effect of Force Majeure

Where a force majeure event occurs:

• Jobs may be delayed, rescheduled, or cancelled;
• refunds are not guaranteed;
• Fixup bears no liability for resulting losses.

60. FIXUP’S ROLE IN CANCELLATIONS

60.1 Fixup may facilitate communication relating to cancellations.

60.2 Fixup:

• does not determine fault;
• does not adjudicate disputes;
• does not guarantee refunds. Any assistance provided does not constitute an admission of liability.

61. ACKNOWLEDGEMENT AND RISK ALLOCATION

By using the Platform, Customers expressly acknowledge that:

• cancellation rights are limited and conditional;
• late cancellations and no-shows may result in charges;
• delays and external events are inherent risks;

• Fixup does not insure against cancellation losses. This allocation of risk is fundamental to the Platform’s operation.

MODULE 7

LIABILITY , EXCLUSIONS, LIMITATIONS AND INDEMNITIES

62. NO LIABILITY FOR SERVICES

62.1 Fixup does not provide Services.

62.2 Fixup shall not be liable for:

• the performance or non-performance of Services;
• the quality, safety, legality, or suitability of Services;
• acts or omissions of Tradespeople;
• outcomes of any Job.

62.3 All liability arising from Services rests exclusively with the Tradesperson providing

them.

63. EXCLUSION OF IMPLIED TERMS

63.1 To the fullest extent permitted by law, all implied terms, conditions, warranties,

and representations are excluded, including (without limitation):

• implied warranties of satisfactory quality;
• fitness for purpose;
• reasonable care and skill.

63.2 Users acknowledge that Services are provided by third parties and not by Fixup.

64. NO RELIANCE

64.1 Users acknowledge that they do not rely on:

• Fixup’s Platform tools;
• pricing templates;
• descriptions;
• availability indicators;

• guidance or communications, as guarantees or representations of outcome.

64.2 Any reliance is at the user’s own risk.

65. EXCLUDED CATEGORIES OF LOSS

65.1 Fixup shall not be liable for any:

• indirect or consequential loss;
• loss of profit;
• loss of business;
• loss of opportunity;
• loss of goodwill;
• loss of data;
• emotional distress;
• inconvenience;
• reputational harm.

65.2 This applies whether such loss arises in:

• contract;
• tort (including negligence);
• misrepresentation;
• breach of statutory duty;
• otherwise.

66. LIMITATION OF LIABILITY

66.1 To the fullest extent permitted by law, Fixup’s total aggregate liability arising out of

or in connection with:

• the Platform;
• these Terms;
• any booking or Job;

shall not exceed the Platform Fee actually retained by Fixup in respect of the relevant Job.

66.2 This cap applies per claim, not per incident.

67. CAUSATION AND INTERVENING ACTS

67.1 Fixup shall not be liable for losses caused or contributed to by:

• Tradesperson conduct;
• Customer conduct;
• site conditions;
• third-party acts;
• regulatory requirements;
• payment processor actions.

67.2 Such acts constitute intervening causes breaking any chain of causation.

68. PAYMENT-RELATED LOSSES

68.1 Fixup shall not be liable for losses arising from:

• failed payments;
• chargebacks;
• reversed transactions;
• delayed settlements;
• banking or processor failures.

68.2 Users accept that payment processing involves inherent risk.

69. PLATFORM AVAILABILITY

69.1 The Platform is provided on an “as-is” and “as-available” basis.

69.2 Fixup does not guarantee:

• uptime;
• availability;

• error-free operation;
• uninterrupted access. Fixup bears no liability for outages or technical failures.

70. REGULATORY AND COMPLIANCE LOSSES

70.1 Fixup shall not be liable for:

• regulatory enforcement;
• fines;
• penalties;
• compliance failures; arising from a Tradesperson’s conduct or Services.

71. INDEMNITY BY USERS

71.1 Customer Indemnity

Customers agree to indemnify and hold harmless Fixup against all claims, losses, damages, costs, and expenses arising from:

• breach of these Terms;
• inaccurate information;
• unsafe site conditions;
• Customer-caused delays or failures;
• third-party claims relating to a Job.

71.2 Tradesperson Indemnity (Reinforcement)

Tradespeople agree to indemnify Fixup against all claims, losses, damages, liabilities, costs, and expenses arising from:

• Services performed;
• breach of warranties;
• personal injury or property damage;
• claims that Fixup is a principal contractor;

• tax, insurance, or regulatory failures.

72. SURVIVAL OF LIABILITY PROTECTIONS

72.1 This Module survives:

• termination of accounts;
• completion of Jobs;
• cessation of Platform use.

72.2 These protections are relied upon by Fixup in making the Platform available.

73. NON-EXCLUDABLE LIABILITY

Nothing in these Terms excludes liability for:

• death or personal injury caused by Fixup’s negligence;
• fraud or fraudulent misrepresentation;
• any liability that cannot lawfully be excluded.

74. ACKNOWLEDGEMENT AND ACCEPTANCE

By using the Platform, users expressly acknowledge that:

• Fixup is a marketplace facilitator only;
• Fixup’s liability is intentionally limited;
• pricing reflects this allocation of risk;
• without these limitations, Fixup would not operate the Platform.

MODULE 8

PLATFORM USE, CONTENT, REVIEWS, MISUSE AND TERMINATION

75. PLATFORM ACCESS AND USE

75.1 Users are granted a limited, non-exclusive, revocable licence to access and use

the Platform for its intended purpose only.

75.2 Fixup may restrict, suspend, or revoke access at any time in accordance with these

Terms.

76. PROHIBITED USE

Users must not:

• misuse or interfere with the Platform;
• attempt to circumvent payment systems;
• solicit or transact outside the Platform where restricted;
• provide false, misleading, or fraudulent information;
• engage in abusive, threatening, or unlawful conduct;
• infringe intellectual property rights;
• attempt to reverse engineer or exploit the Platform. Any prohibited use constitutes a material breach.

77. USER CONTENT AND COMMUNICATIONS

77.1 Users may submit content including:

• job descriptions;
• messages;
• photographs;
• reviews and ratings.

77.2 Users warrant that all content submitted:

• is accurate and lawful;
• does not infringe third-party rights;
• is not defamatory, abusive, or misleading.

78. REVIEWS AND RATINGS

78.1 Reviews are user-generated opinions and do not represent Fixup’s views.

78.2 Fixup:

• does not verify reviews;
• does not endorse content;

• is not liable for reliance on reviews.

78.3 Fixup reserves the right to:

• remove or moderate reviews;
• suspend review functionality;
• act against abuse or manipulation.

79. MONITORING AND ENFORCEMENT

79.1 Fixup may monitor Platform activity to:

• enforce these Terms;
• comply with legal obligations;
• protect users and payment systems.

79.2 Monitoring does not imply:

• acceptance of liability;
• supervision of Services;
• endorsement of conduct.

80. SUSPENSION AND TERMINATION

80.1 Fixup may, at its sole discretion:

• suspend accounts;
• restrict functionality;
• terminate access immediately, where a user:
• breaches these Terms;
• poses legal, reputational, or payment risk;
• engages in fraud or abuse;
• generates excessive disputes or chargebacks.

80.2 Termination:

• may occur without notice where appropriate;

• does not affect accrued rights;
• does not entitle the user to compensation.

81. EFFECT OF TERMINATION

Upon termination:

• access to the Platform ceases;
• ongoing Jobs may be cancelled or reassigned;
• funds may be withheld where disputes or liabilities exist. Fixup bears no liability for losses arising from termination.

MODULE 9

DATA PROTECTION, GOVERNING LAW AND GENERAL PROVISIONS

82. DATA PROTECTION

82.1 Personal data is processed in accordance with Fixup’s Privacy Policy, which forms

part of these Terms.

82.2 Users acknowledge that Fixup acts as:

• a data controller in respect of Platform data; and
• a facilitator of data exchange between Customers and Tradespeople.

83. THIRD-PARTY SERVICES

83.1 The Platform relies on third-party services, including payment processors.

83.2 Fixup bears no responsibility for:

• third-party failures;
• outages;
• policy changes. Use of such services may be subject to separate terms.

84. CHANGES TO TERMS

84.1 Fixup may amend these Terms at any time.

84.2 Updated Terms will be effective upon publication.

84.3 Continued use of the Platform constitutes acceptance of amended Terms.

85. ASSIGNMENT

85.1 Fixup may assign or transfer its rights and obligations under these Terms.

85.2 Users may not assign their rights without Fixup’s prior written consent.

86. SEVERABILITY

If any provision is held invalid or unenforceable:

• it shall be severed; and
• remaining provisions shall remain in full force and effect.

87. WAIVER

No failure or delay by Fixup to enforce any right shall constitute a waiver.

88. ENTIRE AGREEMENT

These Terms constitute the entire agreement between Fixup and users in relation to Platform use and supersede all prior discussions or agreements.

89. GOVERNING LAW AND JURISDICTION

These Terms are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction.

90. COMPANY INFORMATION

These Terms are issued by:

Fixup Technologies Ltd Company number: 16565487 Registered in England and Wales