Privacy Policy

FixOne ("we," "us") is the data controller for the personal data described in this policy. Contact for any privacy questions: support@fixone.co.uk.

If you submit a repair request (Customer):

• Name, email address, and/or phone number
• Property address, including the postcode
• A description and photo of the repair issue, and any category-specific details (for example, assembly or removals questions)
• Payment information, handled directly by Stripe, our payment processor. FixOne does not store your card details

If you sign up as a Provider:

• Company or trade name, contact name, email, phone number
• Trade category and the postcode districts you cover
• Documents and information used for our vetting process (for example, evidence of insurance or trade certification, and Companies House details for verified businesses)
• Bid details (price, proposed date, and time slot) submitted on individual jobs
• Bank account details (account holder name, sort code, and account number), which you provide directly to us so that we can pay you for completed jobs

If you create an account (Customer or Provider):

• Your name and phone number, in addition to the above
• Your request or job history

If you contact support or file a report:

• The description you provide, which order/job it relates to if any, and the category of report (for example, an order issue, a bug, or a suspected off-platform transaction)

Automatically collected:

• Basic technical data needed to keep you securely logged in (session cookies)

Before a Provider's bid is accepted, they only see the postcode district of your request (for example, "SW9"), not your full address or your name. Your full address and name are only shared with the Provider once you have accepted their bid. This is a deliberate design choice, described in our Terms of Service, intended to protect your privacy and safety.

Providers enter their own bank account details (account holder name, sort code, and account number) directly in their FixOne account settings. This information is stored in our database and is only ever accessible to that Provider themselves and to FixOne staff arranging payment. We do not share it with any other party, and use it solely to pay Providers for completed jobs by bank transfer.

• The matched Provider or Customer, as needed to carry out the job. A Provider only sees your postcode district before a bid is accepted, and your full address and name once it is accepted, as described in Section 3
• Stripe, to process payments. Stripe has its own privacy policy governing how it handles your payment details
• Supabase, our database and authentication provider, which stores your data securely on our behalf
• Resend, our email service provider, to send you transactional emails

We do not sell your personal data to third parties, and we do not share it for advertising purposes.

We keep request, job, and payment records for as long as necessary to resolve any disputes and meet our accounting and tax obligations, generally at least 6 years, in line with HMRC record-keeping requirements. If you ask us to delete your account, we will delete or anonymise personal data that is not required to be kept for these legal reasons.

Under UK GDPR, you have the right to:

• Access the personal data we hold about you
• Ask us to correct inaccurate data
• Ask us to delete your data, where we are not required to keep it for legal reasons
• Object to or restrict certain processing
• Request a copy of your data in a portable format
• Complain to the Information Commissioner's Office (ICO) if you believe we have mishandled your data

To exercise any of these rights, contact us at support@fixone.co.uk.

If you submit a request without creating an account, we still process your data as described above in order to fulfil that request. You can request access to or deletion of this data at any time using the tracking link sent to you, or by contacting us directly.

FixOne is not directed at, and should not be used by, anyone under 18.

We take reasonable technical and organisational measures to protect your data, including restricting database access and using industry-standard encryption for data in transit.

We may update this policy from time to time. Material changes will be reflected with an updated date at the top of this page.

Questions or concerns about your data: support@fixone.co.uk. You also have the right to lodge a complaint with the ICO at ico.org.uk. You can also reach us via our Contact page.