1. About Fixena

Fixena is a technology platform designed to help homeowners manage their homes and connect with independent professionals.

Fixena brings together two connected parts of the service: the Home Passport, which provides an ongoing digital record and management hub for a homeowner’s property, and the professional marketplace, which helps homeowners find and engage suitable professionals for home-related work.

Unless expressly stated otherwise, Fixena does not itself provide the underlying trade, maintenance, repair, installation or other professional services arranged between homeowners and professionals. Professionals using Fixena are independent businesses or individuals and are responsible for the services they provide.

2. Acceptance of these Terms

By creating a Fixena account or using Fixena, you agree to these Terms and the policies referred to within them.

If you do not agree to these Terms, you should not create an account or use the relevant Fixena services.

Different functionality may also be subject to additional terms presented to you at the time you use that functionality.

3. Eligibility and accounts

You must provide information that is accurate and reasonably complete when creating an account.

You are responsible for keeping your account credentials secure and must not knowingly allow another person to use your account.

You must not create an account using another person’s identity or information, impersonate another person or business, or deliberately provide false information.

Fixena may require additional information or verification where reasonably necessary to operate the platform safely and securely.

4. Homeowner accounts and Home Passport

The Home Passport is a core Fixena service designed to help homeowners maintain an ongoing digital record of their property. Depending on the functionality available, a Home Passport may contain property information, documents, certificates, warranties, manuals, photographs, maintenance history, professional information, job history, reminders and other relevant home-management information. The homeowner remains responsible for the accuracy of information they add to their Home Passport and should only upload information or documents they are entitled to use. The Home Passport is not a substitute for professional, legal, financial, structural, surveying, insurance or other specialist advice.

5. Professional accounts

Professionals may create professional accounts to present their business or services to homeowners and participate in the Fixena marketplace. Professionals are responsible for ensuring that information about their business, services, qualifications, registrations, insurance and other credentials is accurate and current. Where Fixena offers verification functionality, verification is intended to provide additional information to users but does not constitute a guarantee of a professional’s future performance or workmanship.

6. Professional verification and trust

Fixena may introduce or operate checks relating to professional identity, qualifications, registrations, insurance, reviews, completed work, platform conduct and other relevant information. The checks available may vary according to the type of professional service and the functionality implemented by Fixena. A verification indicator or Fixena Trusted status does not mean that Fixena guarantees the professional’s work, financial position, insurance response, availability or suitability for a particular project. Homeowners remain responsible for deciding whether to appoint a professional.

7. Homeowner subscription

Fixena may offer homeowners a monthly subscription currently priced at £9.99 per month. The subscription provides access to the ongoing homeowner/Home Passport service and includes one free job post per month, subject to the applicable functionality and any additional terms presented at the time of subscription. Subscription features, pricing, billing periods and entitlements may be updated in accordance with these Terms and applicable law. Any applicable payment, renewal, cancellation or refund arrangements will be displayed before or during subscription purchase.

8. Job posts

Homeowners may use Fixena to create job posts describing work they would like to have carried out. Homeowners should provide accurate and reasonably complete information, including relevant photographs, location, access information and known issues where appropriate. Fixena may restrict, remove or decline job posts that breach these Terms or applicable Fixena policies. A job post does not itself create a contract between the homeowner and Fixena or between the homeowner and a professional.

9. Professionals, applications and quotes

Professionals may respond to job posts and provide information, applications or quotes. Any quote, estimate, scope of work or agreement between a homeowner and professional is a matter between those parties unless Fixena expressly provides a separate contractual service. Homeowners and professionals are responsible for checking the scope, price, timing, materials, qualifications and other relevant terms before work begins.

10. Contracts for professional work

When a homeowner appoints a professional, the resulting agreement for the underlying work is normally between the homeowner and the professional. The parties are responsible for agreeing appropriate terms, including scope, price, payment, timing, materials, access, warranties and any other relevant matters. Fixena does not automatically become a party to that agreement and does not guarantee that either party will perform their obligations.

11. Match Fees

Fixena may charge a Match Fee when a homeowner and professional are connected through the Fixena marketplace. The amount, circumstances in which a Match Fee becomes payable, the party or parties responsible for payment, and any applicable exceptions are governed by the current Fixena Match Fee Policy and the pricing information shown to the relevant user. The Match Fee is separate from the price paid for the underlying professional work. Fixena may update Match Fee arrangements in accordance with these Terms and applicable law.

12. Payments for professional services

Unless Fixena expressly provides a payment service for the relevant transaction, payment for professional work is a matter between the homeowner and professional. Where Fixena provides payment functionality, the applicable payment terms will apply. Users must not use fraudulent payment information or attempt to manipulate or avoid legitimate charges.

13. Communication and contact information

Fixena may provide messaging functionality to help homeowners and professionals communicate. Before any applicable Match Fee or other required condition for contact unlocking has been satisfied, Fixena may restrict the sharing of direct contact details in accordance with the platform functionality. Fixena may use reasonable technical measures to detect contact details or other information that users attempt to share where doing so is necessary to operate the marketplace and applicable fee structure. Users must not use Fixena to harass, spam or misuse another user’s contact information.

14. Reviews and ratings

Reviews and ratings are governed by the Fixena Reviews & Ratings Policy. Reviews must represent genuine experiences and must not be manipulated, fabricated or exchanged for improper benefits. Fixena may moderate or remove reviews where they breach applicable policies or undermine the integrity of the review system.

15. Home Passport records following work

Where functionality allows, information relating to completed professional work may be added to a homeowner’s Home Passport. This may include job details, professional information, invoices, warranties, certificates, photographs, maintenance records and reviews. The purpose is to help the homeowner build a useful long-term history of their property. The homeowner remains responsible for information they choose to store, subject to the applicable privacy and data-management controls.

16. User content and documents

Users may upload photographs, documents, descriptions, messages and other content. You must have the necessary rights or permissions to upload content. You must not upload fraudulent, unlawful, malicious or deliberately misleading material, or material that unnecessarily exposes another person’s private information. You retain applicable rights in content you provide, while granting Fixena the permissions reasonably necessary to operate the services, subject to the Privacy Policy and applicable law.

17. Acceptable use

Your use of Fixena is subject to the Fixena Acceptable Use Policy. You must not use Fixena for fraud, impersonation, hacking, malware, phishing, malicious activity, unlawful conduct, harassment, review manipulation, marketplace manipulation, unauthorised scraping or other prohibited activity. Fixena may take proportionate action where a user breaches these requirements.

18. Homeowner and professional standards

Homeowners must comply with the Homeowner Code of Conduct. Professionals must comply with the Professional Standards. These standards form part of the wider Fixena rules and are intended to support safe, respectful and trustworthy interactions between users.

19. Complaints and disputes

Complaints and disputes are handled in accordance with the Fixena Complaints & Disputes Procedure. Fixena may investigate reports relating to platform use, professional or homeowner conduct, verification, reviews, privacy, fraud, safety and other matters within Fixena’s control. Fixena is not a court, arbitrator or independent technical expert and does not automatically determine legal or factual disputes concerning the underlying professional work.

20. Fixena’s role and limitations

Fixena provides technology and marketplace services. Except where expressly stated otherwise, Fixena does not guarantee: the quality, safety or legality of professional work; that a professional will be available or suitable for a particular job; that a job will be completed; that a quote will be accurate or remain available; that information supplied by a user is complete or accurate; that a professional’s verification status will remain current; or that a particular outcome will be achieved. Homeowners and professionals are responsible for making their own decisions and obtaining independent professional advice where appropriate.

21. Privacy and data protection

Fixena processes personal information in accordance with the Fixena Privacy Policy and applicable data protection law. The Privacy Policy explains what information Fixena collects, how it is used, how it may be shared, retention and user rights. The Cookie Policy explains Fixena’s use of cookies and similar technologies.

22. Intellectual property

Fixena and its licensors retain applicable rights in the Fixena platform, branding, software, designs, text and other materials supplied by Fixena. You must not copy, reproduce, modify, distribute, reverse engineer or commercially exploit Fixena materials except where permitted by law or with appropriate permission. Nothing in these Terms transfers ownership of Fixena intellectual property to you.

23. Suspension and termination

Fixena may suspend, restrict or terminate an account where reasonably necessary to protect users, the platform or Fixena’s legitimate interests, including where a user materially breaches these Terms or another applicable policy. Depending on the circumstances, Fixena may restrict particular features, require additional verification, suspend access or permanently remove an account. Users may stop using Fixena or cancel applicable services in accordance with the relevant cancellation arrangements.

24. Changes to Fixena and these Terms

Fixena is a developing platform and functionality may change over time. We may add, remove or modify features, pricing, subscription arrangements, verification processes, marketplace functionality and other aspects of the service. We may also update these Terms where reasonably necessary, including to reflect new functionality, legal requirements, security considerations or changes to the Fixena business model. Where legally required, we will provide appropriate notice of material changes.

25. Third-party services

Fixena may use third-party services to provide functionality such as authentication, email delivery, payments, hosting, storage, analytics or other infrastructure. Use of those services may also be subject to the relevant third party’s terms and policies. Fixena is not responsible for independent third-party services outside Fixena’s reasonable control.

26. Availability and technical issues

We aim to keep Fixena available and reliable but cannot guarantee uninterrupted or error-free access. The service may occasionally be unavailable because of maintenance, updates, technical failures, security measures, third-party service interruptions or circumstances outside our reasonable control.

27. Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful. Subject to that, Fixena is not responsible for losses arising solely from the acts or omissions of an independent homeowner or professional, including the underlying quality, safety, timing or outcome of professional work. The extent of any limitation of liability will be subject to applicable UK law and the nature of the relevant Fixena service.

28. Events outside our control

Fixena will not be responsible for delay or failure caused by circumstances outside our reasonable control, including major technical failures, infrastructure outages, cyber incidents, natural events, changes in law, industrial action, or failures of third-party providers.

29. General

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the extent permitted by law. A failure by Fixena to enforce a provision does not mean that Fixena has waived the right to enforce it later. These Terms, together with the policies and additional terms expressly incorporated into them, form the agreement governing your use of Fixena.

30. Governing law and jurisdiction

These Terms are governed by the laws of England and Wales, subject to any mandatory rights or protections that apply to you under applicable law. The courts of England and Wales will have jurisdiction over disputes relating to these Terms, subject to any mandatory legal rights to use another jurisdiction or dispute-resolution route.

31. Contact Fixena

Questions about these Terms can be sent to:

Fixena Ltd

Email: hello@fixena.co.uk

Company registration details and registered office:

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