Customer terms of service

fxed is operated by [TO CONFIRM: registered company name], company number [TO CONFIRM: company number], registered at [TO CONFIRM: registered address]. VAT number [TO CONFIRM: VAT number, or state 'not VAT registered']. You can reach us at hello@fxed.uk or [TO CONFIRM: support phone number].

fxed is a booking platform. We introduce you to independent, self-employed trade professionals ("pros") and handle dispatch, payment and support. We do not carry out the work ourselves and we do not employ the pros.

The contract to carry out the work is between you and the pro. See our customer–pro terms, which apply to that contract. We act as the pro's commercial agent for collecting payment, so paying us discharges your payment obligation to the pro.

• You must be 18 or over and able to enter a contract.
• You must give accurate details, including the address the pro is attending and a contactable phone number.
• Keep your sign-in details secure. Tell us immediately if you think someone else has access.
• You are responsible for bookings made from your account.

• You see the call-out fee before you confirm. It covers attendance plus the first 45 minutes on site.
• Pricing varies with time of day, trade and pro availability. The figure shown at the moment you confirm is the figure we charge.
• Additional time beyond the first 45 minutes is charged at the per-period rate shown at booking, and is rounded as stated there.
• Parts and materials are quoted separately by the pro and must be agreed by you in the app before they are supplied.
• Prices include VAT where applicable. VAT status: [TO CONFIRM: VAT number, or state 'not VAT registered']. You receive an itemised receipt by email after completion.

We take payment by card at the point you confirm the call-out. Extra time, parts and any tip are charged after the job. Card details are handled by Stripe; we never store your full card number.

• Before a pro accepts: cancel in the app for a full refund.
• After a pro accepts but before they arrive: we refund the call-out fee less a contribution to the pro's travel of [TO CONFIRM: cancellation charge or % retained].
• Pro does not arrive, or the job is not carried out: full refund.
• Emergency work already started: because you asked for urgent work at your own premises, the 14-day cancellation right under the Consumer Contracts Regulations does not stop you being charged for work already performed at your express request. Your statutory rights under the Consumer Rights Act 2015 are unaffected.

• Provide safe access to the property and the area to be worked on.
• Tell us about hazards, pets, alarms or access restrictions when you book.
• Ensure an adult is present, or authorise access in the app.
• Do not ask a pro to carry out work outside their qualifications or licences.

Email hello@fxed.uk or use in-app support. We acknowledge within [TO CONFIRM: acknowledgement window] and aim to resolve within [TO CONFIRM: resolution window]. If we can't resolve it, you may be able to use [TO CONFIRM: ADR / ombudsman scheme, if any].

We are responsible for running the platform with reasonable care and skill. We are not responsible for the quality or outcome of work carried out by a pro — that is the pro's responsibility under their contract with you, and every pro must hold their own public liability insurance and valid trade credentials.

Where we are liable to you, our total liability is limited to [TO CONFIRM: liability cap, e.g. the fees paid for the affected booking]. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

We may suspend or close an account for abuse, fraud, threats to pro safety, or repeated non-payment. We may change these terms; the version in force when you book applies to that booking.

How we handle personal data is set out in our privacy notice. These terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction.