Terms & Conditions
1. About these Terms
These Terms & Conditions (“Terms”) govern your use of the Fixaplex website, mobile application and related platform services (together, the “Platform”).
Fixaplex Limited (“Fixaplex”, “we”, “us” or “our”) operates a digital marketplace intended to connect customers who need home services with independent service professionals.
Our initial service categories are plumbing, electrical work, handyman services and cleaning in selected Dublin areas, subject to availability.
By creating an account or using the Platform, you agree to the Terms that apply to your use. Please read them before making a booking.
2. What Fixaplex does
Fixaplex provides a digital platform through which customers can submit home-service requests and connect with independent professionals.
The Platform may allow customers to:
Select a service category and provide the service address.
Submit a job description and photographs.
Review an indicative estimate.
Request a booking and receive a professional’s response.
Receive appointment and job-status updates.
Review and approve a final quote.
Approve proposed materials or parts.
Make payments through Stripe.
Contact support and submit reviews.
The initial service area is intended to include Dublin 2, Dublin 4, Dublin 6, Dublin 6W, Dublin 7 and Dublin 8. Availability depends on the precise address, service category and availability of suitable professionals.
Fixaplex operates as a marketplace intermediary. Professionals are intended to be independent service providers, rather than employees of Fixaplex. Fixaplex helps to streamline and manages the entire booking process and customer’s journey for service professionals and does not intend to replace the roles and responsibilities, job functions, or obligations of the service professionals, neither does Fixaplex seeks to be liable or bear any associated risks, damages, negligence, and errors committed by service professionals while executing their jobs.
3. Accounts and accurate information
You must provide accurate, current information when creating an account or requesting a service.
You are responsible for keeping your login details secure and notifying us if you believe your account has been compromised.
You must not impersonate another person, submit fraudulent requests, misuse the Platform or use it for unlawful purposes.
We may restrict or suspend an account where reasonably necessary to protect security, investigate suspected fraud, prevent misuse or comply with legal obligations, subject to applicable law and any relevant contractual commitments.
4. Requesting and confirming a booking
To request a service, customers may be required to:
Select the relevant service category.
Enter the service address and Eircode.
Provide a description of the work required.
Upload the required photographs.
Review the indicative estimate and applicable booking terms.
Complete the payment and card-authorisation steps shown at checkout.
Submitting a request does not by itself guarantee that a professional is available or that the booking is confirmed.
A booking will be confirmed only when the required payment and authorisation operations have succeeded and the booking has been accepted in accordance with the Platform’s process.
Fixaplex may send the request to eligible professionals. A professional may accept, decline or fail to respond within the applicable response period. If a professional declines or times out, Fixaplex may seek another suitable professional, but a replacement is not guaranteed.
Booking status will be communicated through the Platform or another designated channel.
5. Estimates and final quotes
An indicative estimate is based on the information available when the customer submits the request. Unless expressly stated otherwise, it is not a guarantee of the final price.
The professional may need to inspect the issue onsite before providing a final quote.
The final quote should specify the proposed scope of work and price. The customer must have an opportunity to review and approve or decline the quote before the work begins.
The professional must not undertake additional chargeable work outside the approved scope and price unless the customer has approved the additional work through a supported process.
The initial version of the Platform is not intended to support an unrestricted series of revised quotes. If further work is identified after the customer has accepted a quote, the customer and professional must not assume that the additional work is approved. Any additional work must follow the Platform’s supported process and receive the necessary customer approval.
If the final quote exceeds the amount currently authorised on the customer’s card, the higher-priced work must not proceed until the customer has approved the price and any required additional or renewed authorisation has succeeded.
6. Payments through Stripe
Fixaplex uses Stripe as its payment provider.
The checkout may involve an initial booking payment and a separate temporary card authorisation. The exact steps will be displayed to the customer before completion.
6.1 Initial booking payment
The customer may be required to pay €25 at the time of booking.
This amount is intended to be credited towards the final approved job price and is not intended to be an additional charge on top of that price.
The checkout page explains the purpose of the €25 payment, when it is charged and how it will be treated if the booking is cancelled, the professional does not attend or the customer declines the final quote.
6.2 Temporary card authorisation
The customer may also be asked to authorise an additional amount so that the total amount charged or temporarily reserved covers the upper end of the estimate.
For example, if the estimate is €80–€100, the customer may pay €25 initially and be asked to authorise a further €75, subject to the actual checkout disclosure.
A card authorisation is not necessarily a completed charge. It may temporarily reduce the available balance or credit on the customer’s card.
The authorisation must be successfully confirmed by Stripe before Fixaplex treats the payment step as complete. Authentication, including additional bank verification, may be required.
6.3 Final capture and unused authorisation
Once the work is completed and the final price has been approved, the applicable payment flow may be used to capture the amount properly due, taking account of the €25 already paid.
Any unused authorised amount would be released through the applicable Stripe process. The time taken for the customer’s bank to reflect the release may vary.
The amount captured must not exceed the amount properly authorised and agreed, unless the customer has approved an additional amount and the necessary additional authorisation has succeeded.
6.4 Failed, expired or renewed authorisations
Card authorisations can fail or expire. If an authorisation is no longer valid, Fixaplex may ask the customer to complete a new authorisation or authentication step through a supported payment flow.
A payment link or request being sent does not mean that a new authorisation has succeeded. The required successful status must be confirmed before the booking proceeds where valid authorisation is required.
If payment cannot be secured, the booking may need to be postponed, suspended or cancelled in accordance with the disclosed booking terms and applicable law.
6.5 Payment records and payouts
Stripe processes the relevant card transaction and payment information. Fixaplex will administer the payment flow according to its actual Stripe integration and the applicable arrangements for paying professionals.
7. Materials and parts
If materials or parts are required, the professional should provide the customer with the proposed items and relevant costs before committing the customer to additional expenditure.
Customer approval must be obtained before the professional proceeds with additional costs, except where a different lawful arrangement has been expressly agreed.
The responsibility for sourcing, supplying, fitting, warranties and defects in materials or parts must be determined by the agreement governing the relevant job and applicable law.
8. Independent service professionals
Professionals are expected to provide accurate information about their services, availability and relevant qualifications or registrations.
Unless expressly stated otherwise, professionals are independent service providers and are not employees of Fixaplex. They are responsible for carrying out the agreed work with reasonable skill and care and complying with applicable legal, regulatory and safety requirements.
Professionals must maintain any qualifications, registrations, licences or insurance required for the work they undertake.
Electrical and gas-related work may be subject to specific Irish registration and safety requirements. Customers should ensure that regulated work is undertaken by appropriately qualified or registered professionals.
Fixaplex may request professional information or carry out checks as described in its procedures. Any claim about verification, vetting, insurance or qualifications must reflect checks actually performed and must not be treated as an unconditional guarantee of the professional’s work.
9. Appointments and status updates
Professionals may provide status updates such as:
“On My Way”
“Arrived”
“Job in Progress”
These are status updates, not live GPS tracking. They do not guarantee a particular arrival time.
Customers should provide reasonable access to the property and inform the professional of relevant access restrictions or hazards.
If a delay or other problem arises, the customer and professional should use the available communication or support process to agree next steps.
10. Cancellations, no-shows and call-out charges
The applicable cancellation and missed-appointment policy must be displayed or made available to the customer before the booking is completed.
Depending on the circumstances, the policy may distinguish between:
Cancellation before a professional accepts the booking.
Cancellation after acceptance but before attendance.
Cancellation after the professional has travelled or arrived.
Customer no-show or failure to provide access.
Professional cancellation or failure to attend.
The customer declining the final quote after an onsite assessment.
Any cancellation fee, call-out charge, retained booking payment or compensation to a professional must be clearly disclosed, applied fairly and comply with applicable consumer law.
A fee is not automatically enforceable merely because it is described as non-refundable. Its amount, purpose, triggering conditions and allocation must be transparent and lawful.
If a professional cancels or fails to attend, Fixaplex may try to arrange a replacement or provide other appropriate assistance. Any refund due will be handled under the applicable policy and law.
11. Customer responsibilities
Customers must:
Provide accurate job details, photographs, contact information and service address.
Be authorised to arrange work at the service address.
Provide reasonable and safe access to the premises.
Inform the professional of relevant hazards and access restrictions.
Review and approve the quote before work begins.
Obtain any necessary permissions for the work.
Pay amounts properly due under the agreed terms.
Treat professionals respectfully and avoid abusive, threatening, discriminatory or unlawful conduct.
Customers must not use the Platform to request unlawful work or deliberately misrepresent the issue.
12. Complaints, disputes and reviews
Customers should contact Fixaplex at support@fixaplex.ie if they have concerns about a booking, payment, professional’s conduct or the service received.
Fixaplex may assist with communication, review available booking records and facilitate a resolution.
Reviews must be honest and relevant to the customer’s actual experience. They must not contain unlawful, threatening, discriminatory or knowingly misleading content.
Fixaplex may moderate reviews in accordance with a transparent policy and applicable law.
Nothing in these Terms removes any statutory consumer rights or remedies.
13. Refunds and payment disputes
Refunds will be assessed under the applicable booking and cancellation terms, the circumstances of the transaction and applicable law.
Where a refund is approved, it will be processed through the applicable Stripe payment flow or other supported method. The time taken for the refund to appear may depend on Stripe and the customer’s bank.
Customers should contact Fixaplex promptly if they believe a payment is incorrect or duplicated.
Nothing in these Terms restricts rights or remedies that customers have under applicable law or through their card issuer or payment provider.
14. Consumer rights and cancellation rights
Nothing in these Terms is intended to exclude or restrict statutory rights that cannot lawfully be excluded under Irish or EU consumer law.
Depending on how the contract is concluded, the nature of the service and when performance begins, statutory information requirements and cancellation rights may apply. Exceptions for urgent repairs or services performed with a consumer’s express request or consent must be assessed on the facts and cannot be assumed to apply to every booking.
15. Platform availability and acceptable use
We aim to keep the Platform functional and secure, but we do not guarantee uninterrupted availability, immediate professional acceptance or availability of every service at every address.
We may maintain, update, suspend or modify parts of the Platform where reasonably necessary, subject to applicable law and contractual commitments.
You must not attempt unauthorised access, interfere with the Platform, introduce malicious code, misuse personal data or use the Platform in a way that harms other users or our systems.
16. Liability
Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by law, including non-excludable consumer rights or liability for fraud.
The allocation of responsibility between Fixaplex and an independent professional depends on the actual contractual arrangements, the nature of the service and applicable law. Describing Fixaplex as a marketplace intermediary does not automatically remove any duties or liabilities imposed on it by law.
17. Privacy and cookies
Our Privacy Policy explains how personal data is processed. Our Cookie Policy explains how cookies and similar technologies are used.
These policies should be read alongside these Terms.
18. Changes to the Platform or Terms
We may update the Platform or these Terms to reflect changes to our services, operations or legal obligations.
Where a change materially affects users’ rights or obligations, we will provide notice where required by law. The updated Terms will state their effective date. Where fresh agreement or consent is legally required, we will obtain it.
19. Governing law
These Terms are intended to be governed by the laws of Ireland, subject to mandatory consumer protections and jurisdictional rights under applicable law.
Nothing in this section deprives a consumer of protections or remedies that cannot lawfully be excluded.
20. Contact
Legal name: Fixaplex Limited
Company registration number: 819227
Privacy contact email: support@fixaplex.ie
Website: www.fixaplex.ie