Customer–pro service terms

The contract between customer and pro forms the moment the pro accepts the job in the fxed app. Its terms are these terms, plus the trade, price and scope shown in the app at that moment.

• Attend the address given, and keep the customer updated on arrival time through the app.
• Carry out the work with reasonable care and skill, using materials of satisfactory quality, in line with the Consumer Rights Act 2015.
• Work only within their qualifications, licences and registrations (including Gas Safe or NICEIC where the work requires it).
• Hold valid public liability insurance for the work, at [TO CONFIRM: minimum cover level].
• Make the site safe, and isolate services where necessary, before leaving.
• Leave the work area clean and remove their waste.
• Issue any certificate the work legally requires (for example a gas safety or electrical certificate).

• Give safe access to the property and the work area, and disclose known hazards.
• Have the authority to instruct the work (as owner, or with the owner's permission).
• Not ask the pro to work outside their qualifications, or in unsafe conditions.
• Treat the pro with respect. Abuse, threats or intoxication entitle the pro to leave.
• Pay through the fxed app only — never in cash or direct to the pro.

The booked price covers attendance and the first 45 minutes on site. If the job needs more time, additional parts, or work outside the booked scope, the pro must record the variation in the app and the customer must approve it before that work starts. Work that was not agreed this way is not chargeable.

Where the fault cannot be fixed on the first visit — for example a part must be ordered — the pro will make the property safe, explain what is needed, and the customer decides whether to book a return visit.

An emergency call-out is to make the situation safe and stop the damage. A permanent repair, replacement or certification may be a separate job. The pro will say clearly which has been done, and it is recorded on the receipt.

Workmanship is guaranteed for [TO CONFIRM: guarantee period, e.g. 12 months] from completion. Parts carry the manufacturer's warranty. If work is faulty, tell fxed within [TO CONFIRM: notification window] and the pro will return to put it right at no further call-out charge, or the customer can claim a price reduction or refund under the Consumer Rights Act 2015.

The pro is responsible for loss or damage caused by their negligence, and must claim on their own insurance. Neither party is liable for pre-existing defects, or for consequential loss that could not reasonably have been foreseen. The pro is not liable for damage that had already occurred before they arrived, which is recorded in the job photos.

The customer pays fxed, which collects as the pro's agent and settles with the pro under the pro agreement. Cancellation and refund rules are in the customer terms.

Both parties agree not to arrange or pay for the booked work outside the app. Doing so removes the fxed guarantee, the tracked record, insurance verification and dispute support, and may end access to the platform.

Raise a dispute through fxed support first — we hold the job record, messages, photos and timings, and can mediate. If mediation fails, this contract is governed by the laws of England and Wales.