Terms of Service

FixOne ("we," "us," "the Platform") connects customers who need a repair or related service carried out ("Customers") with vetted, independent local tradespeople and repair companies ("Providers").

FixOne is a facilitator. We are not a party to the work itself, and Providers are independent businesses, not our employees or agents.

You must be 18 or older and, if using FixOne on behalf of a business or landlord, authorised to do so.

Before a Provider is approved to bid on jobs, FixOne reviews:

• Valid public liability insurance
• Relevant trade certification where legally required (for example, Gas Safe registration for gas work, or NICEIC/equivalent registration for electrical work)
• Verified business legitimacy (Companies House registration, or reasonable evidence of trading history for a sole trader)
• Existing public reputation where available (for example, Google or Checkatrade reviews)

A Provider is only permitted to submit bids once this review is complete and approved. This vetting reflects a reasonable standard of care, not a guarantee. FixOne does not warrant the ongoing quality, safety, or legality of a Provider's work, and Providers remain independent businesses responsible for their own conduct and compliance with the law.

1. A Customer submits a repair request, including a description, photo, and address, either as a guest or with an account.
2. Approved Providers matching the request's category and area are notified and may submit a bid: a price and an estimated date/time to complete the work.
3. Before a bid is accepted, a Provider only sees the Customer's general area postcode (for example, "SW9"), never the exact address or the Customer's name. The full address and name are revealed to a Provider only once their bid has been accepted.
4. The Customer may accept one bid at any time. Accepting a bid automatically declines the other pending bids on that request.
5. Once a bid is accepted, payment for the full quoted amount is collected from the Customer and held by FixOne while the work is carried out.
6. The Provider carries out the work and marks the job complete.
7. The Customer then confirms the job is done, which releases payment.
8. Once confirmed, payment is released: the Provider receives the job amount minus FixOne's commission (see Section 5).

FixOne charges a 15% commission on the value of each completed job, deducted from the amount paid to the Provider. Customers are never charged a fee beyond the quoted job price. Providers pay no fee to join FixOne or to submit bids, and commission is only charged on jobs actually completed and paid for.

Holding a Customer's exact address and name until a bid is accepted protects Customer privacy and safety: a Provider only learns identifying details once they are genuinely engaged to do the work.

Holding payment until the job is confirmed complete protects both parties: the Customer is protected from paying for work that hasn't been done, and the Provider is protected by knowing that once they complete the work, payment is already secured and cannot be withdrawn.

• Before a bid is accepted: a Customer may cancel a request at any time, free of charge.
• After a bid is accepted, before work begins: cancellation requires the agreement of both the Customer and the Provider. Either party may request cancellation; if the other does not respond within a reasonable window, FixOne will review the situation directly.
• After work has begun: cancellation is handled case-by-case, and FixOne will review the specific circumstances to determine a fair outcome for both parties.

If a Customer raises an issue instead of confirming a job complete, the job enters a "Disputed" state and payment remains held. FixOne reviews each case individually and does not apply a fixed refund formula. Outcomes (full refund, partial refund, or release to the Provider) are decided on the specific facts of that case. FixOne's decision in a dispute is made in good faith based on the information available, but FixOne does not guarantee the quality of work performed by any Provider, since Providers are independent businesses responsible for their own work.

Customers and Providers who are matched through FixOne must not arrange payment, additional work, or repeat bookings directly with each other outside the Platform in order to avoid FixOne's commission ("backroom transactions"). Doing so is a breach of these terms and may result in suspension or a permanent ban from the Platform.

This rule exists to protect both sides, not just FixOne's revenue: work arranged off-platform has no payment protection, no held funds, no dispute resolution support, and no vetting assurance. Both the Customer and the Provider lose the protections described in Section 6 the moment a transaction moves outside FixOne.

Providers agree to:

• Meet and maintain the vetting standard described in Section 3 for as long as they remain active on the Platform
• Carry out accepted jobs professionally and within the timeframe quoted
• Not circumvent the Platform as described in Section 9
• Pay FixOne's commission on completed jobs

If a Provider is found to have misrepresented their qualifications, certification, or insurance status, FixOne may suspend or permanently remove them from the Platform. This does not limit any other legal remedy available to FixOne or to an affected Customer.

Customers agree to:

• Provide accurate information about the repair needed and the property address
• Provide reasonable access to the property for the agreed work
• Pay for work genuinely completed to a reasonable standard
• Not circumvent the Platform as described in Section 9
• Treat Providers with respect

You may use FixOne as a guest for a single request, or create an account to track your request/job history. You are responsible for keeping your account credentials secure. Providers may self-register and are activated onto a full account once approved through the vetting process described in Section 3, or upon winning their first bid, whichever applies to how they signed up.

FixOne is not liable for delays or failures caused by circumstances reasonably outside a party's control, for example extreme weather, illness, or events preventing a Provider from attending as scheduled. Where this affects a specific job, FixOne will review the situation under Section 8 to determine a fair outcome.

To the fullest extent permitted by law, FixOne's liability is limited to the amount of commission earned on the relevant job. FixOne is not liable for the quality, safety, or legality of work carried out by a Provider. Providers are independent contractors, not FixOne employees or agents.

FixOne may update these terms from time to time. Continued use of the Platform after a change constitutes acceptance of the updated terms.

These terms are governed by the law of England and Wales.

Questions about these terms: support@fixone.co.uk. You can also reach us via our Contact page.