1. What is the Match Fee?

Fixena is designed to help homeowners find relevant professionals for work they need carried out.

When a homeowner posts a job, relevant professionals may be able to respond.

A Match occurs when the homeowner and professional both choose to connect following a Fixena introduction.

Where applicable, Fixena charges a £5 Match Fee when that mutual connection is made.

The Match Fee is separate from the price of any work carried out by the professional.

2. Homeowner subscription

The Fixena homeowner subscription is currently £9.99 per month.

The subscription provides access to the relevant Home Passport and home-management features included in the plan.

The subscription also includes one free job post per billing month.

The precise features included within the subscription may change as Fixena develops, with any material changes communicated appropriately.

3. One free job post per month

A subscribed homeowner receives one included job post during each monthly billing period.

The included job post allows the homeowner to seek professional responses through the Fixena marketplace without paying an additional job-posting fee.

Unless Fixena expressly states otherwise:

• unused job posts do not accumulate;

• unused job posts do not roll over into future months;

• one job post cannot be converted into cash or another benefit; and

• additional job posts may be subject to a separate charge where Fixena introduces such a feature.

4. What counts as a job post?

A job post is a request created by a homeowner describing work or services they would like a professional to provide.

A job post may include:

• description of the work;

• photographs;

• location;

• preferred timing;

• relevant property information;

• budget information; and

• other information reasonably necessary to help professionals understand the request.

Fixena may limit or remove duplicate, misleading, fraudulent or inappropriate job posts.

5. What is a Match?

A Match occurs when:

1. a homeowner has posted a relevant job; 2. a professional has responded or otherwise expressed an intention to connect; 3. the homeowner chooses to connect with that professional; and 4. the professional chooses to connect with the homeowner.

The Match Fee becomes payable when the relevant mutual connection is established.

The precise technical trigger for payment will be implemented within the Fixena platform and displayed clearly to users before payment is taken.

6. The £5 Match Fee

The Match Fee is currently £5 per successful Match.

The Match Fee is a fee for the Fixena introduction and connection service.

It is not:

• payment for the professional’s work

• a deposit towards the job;

• a commission on the professional’s quotation

• a guarantee of work;

• a guarantee that the homeowner will appoint the professional; or

• a guarantee that the professional will accept or complete the work.

The price charged by the professional is separate and is agreed directly between the homeowner and professional.

7. Who pays the Match Fee?

The final Fixena payment model will determine whether the Match Fee is charged to:

• the homeowner;

• the professional; or

• another party as clearly communicated by Fixena.

Where the Match Fee is payable by a user, the amount and payment requirement will be displayed before payment is requested.

The current working model is £5 per successful Match.

8. No fee for simply responding

A professional does not become liable for a Match Fee merely because they:

• view a job;

• express interest;

• submit a response; or

• provide a quotation.

The Match Fee relates to the mutual connection, not simply viewing or responding to an opportunity.

9. What happens after a Match?

Once a Match has occurred, Fixena may allow the homeowner and professional to exchange relevant contact information or communicate through the platform.

The parties may then discuss:

• the scope of work;

• price;

• availability;

• materials;

• access;

• timing; and

• other details.

Any contract for the actual work is between the homeowner and professional.

10. Cancelling a Match

A Match Fee is generally charged because both parties have chosen to connect.

If a user changes their mind after the connection has been made, the Match Fee may still be payable.

However, Fixena may consider refunds where:

• the Match was created due to a technical error;

• a duplicate Match was incorrectly generated;

• the professional account was fraudulent or materially misrepresented;

• Fixena caused the Match to occur incorrectly; or

• another circumstance makes a refund appropriate.

Refund decisions will be made reasonably and in accordance with applicable consumer law.

11. Fraudulent or inappropriate Matches

Fixena may investigate Matches where there is evidence of:

• fraud;

• manipulation;

• fake accounts;

• deliberately misleading information;

• duplicate accounts;

• abuse of the platform; or

• attempts to manipulate the Match system.

Where a Match is found to have been generated through abuse or technical error, Fixena may cancel or refund the relevant Match Fee.

12. Avoiding Match Fees

Fixena recognises that homeowners and professionals may continue genuine relationships after being introduced through Fixena.

Fixena does not intend to prevent a homeowner from maintaining a legitimate long-term relationship with a professional they have previously used.

However, users must not deliberately manipulate or circumvent Fixena’s systems for the purpose of avoiding a Match Fee that would otherwise be payable.

Examples may include:

• deliberately exchanging contact details solely to avoid a required Match;

• creating duplicate accounts to avoid fees;

• encouraging another user to bypass the Match process;

• falsely cancelling a Match while continuing the same connection outside Fixena; or

• using Fixena information to deliberately circumvent an applicable Fixena charge.

Where deliberate circumvention is identified, Fixena may:

• restrict an account;

• suspend or remove a professional;

• restrict access to marketplace features;

• cancel associated Matches;

• recover amounts properly due; or

• take other reasonable action.

13. Existing relationships

The anti-circumvention rules do not prevent a homeowner from using a professional they already know independently of Fixena.

For example, if a homeowner has an existing relationship with a plumber before either party uses Fixena, Fixena does not claim a Match Fee merely because that professional later exists on the platform.

Fixena’s Match Fee relates to connections facilitated through Fixena.

14. Repeat work

Fixena understands that successful professional relationships can continue for many years.

A homeowner may choose to keep a professional within their Trusted Home Team following completed work.

Fixena may provide functionality allowing homeowners to:

• record completed work;

• store invoices;

• store certificates;

• store warranties;

• maintain professional information;

• request future work; and

• receive relevant maintenance reminders.

Where Fixena provides a direct repeat-service function, the applicable terms and charges will be clearly explained.

Fixena does not intend the Match Fee to prevent homeowners and professionals from maintaining legitimate ongoing relationships.

15. Home Passport and professional relationships

A professional relationship may form part of the homeowner’s Home Passport.

For example, a completed job may allow the homeowner to retain:

Professional: ABC Heating Work: Boiler installation Date: June 2026 Invoice: Stored Warranty: Stored Certificate: Stored Review: Submitted

This information can help create a useful long-term record of work carried out on the property.

The homeowner remains in control of what information is stored or shared, subject to the functionality and permissions of Fixena.

16. Additional job posts

The homeowner subscription currently includes one job post per billing month.

Fixena may introduce additional paid job-posting options.

If additional job posts become chargeable, the applicable price will be shown before the homeowner commits to the purchase.

Fixena may also introduce different subscription plans with different allowances or features.

17. Subscription cancellation

The Match Fee Policy operates alongside the Fixena subscription terms.

Cancelling a homeowner subscription does not automatically cancel a Match that has already occurred or remove obligations relating to fees already properly incurred.

The subscription itself is governed by the applicable subscription terms.

18. Payments

Where a Match Fee is payable online, Fixena may use a third-party payment provider.

Payment information may therefore be processed by the relevant payment provider in accordance with its own privacy policy and terms.

Fixena does not intend to store full payment-card details unless specifically required and appropriately secured.

The actual payment provider and payment-data arrangements will be identified in Fixena’s final Privacy Policy before launch.

19. Changes to Match Fees

Fixena may change its Match Fee or introduce different pricing structures as the platform develops.

Where a change affects a payment you are required to make, the applicable price will be communicated before you commit to the relevant transaction.

Existing fees that have already been properly incurred will not normally be retrospectively changed.

20. Consumer rights and refunds

Nothing in this policy is intended to remove or restrict mandatory consumer rights.

Where a user has a statutory right to cancel, obtain a refund or receive another remedy, that right will continue to apply.

The precise cancellation and refund mechanics will be reviewed against applicable UK consumer law before launch.

21. Contact Fixena

Questions about Match Fees can be sent to:

Fixena Ltd

Email: hello@fixena.co.uk