Terms and Conditions — Customers
1. Who we are
Immediate Fix Repair ("we", "us", "the platform") connects customers with independent, self-employed tradespeople ("contractors") to carry out emergency and non-emergency repair work including plumbing, heating, electrics, and drainage.
2. Our role
Immediate Fix Repair is a booking and dispatch service. We are not the tradesperson carrying out the work. Each contractor is an independent, self-employed business responsible for the quality, safety, and completion of their own work.
3. Booking a job
- When you submit a job through our website or phone line, we broadcast the job to available contractors in your area.
- A contractor accepting your job forms a direct agreement between you and that contractor for the work to be carried out.
- Estimated arrival times are indicative and may vary due to traffic, prior jobs, or job complexity.
4. Pricing and payment
- Booking a job involves two charges: a call-out fee and the first hour of labour. Both are taken upfront and held securely via our payment processor, Stripe, until the first hour of work is completed.
- The call-out fee covers the cost of arranging and dispatching a contractor to you, and is non-refundable once a contractor has been dispatched (see Section 5, Cancellations).
- Once the first hour is completed and you confirm you are satisfied, we release the labour portion to the contractor.
- If the job requires more than one hour of labour, or the contractor identifies further work is needed, this is agreed and paid for directly between you and the contractor — it is not handled or held by Immediate Fix Repair, and the contractor should provide you with a clear price before continuing.
- If you are not satisfied with the first hour of work, contact us before confirming — see Section 6 (Complaints and disputes) below.
5. Cancellations
- You may cancel a booking free of charge before a contractor has been dispatched, and any payment held will be refunded in full.
- If a contractor has already been dispatched or has arrived, a cancellation fee may apply and will be deducted from your held payment — this will be communicated at the time of booking.
6. Complaints and disputes
- If you're unhappy with completed work, contact us at info@immediatefixrepair.co.uk within [X] days.
- We will liaise with the relevant contractor to resolve the issue. Because contractors are independent businesses, resolution of workmanship issues (repairs, refunds) is primarily between you and the contractor, though we will support and mediate where possible.
- Contractors are required to hold their own public liability insurance to cover damage or injury arising from their work.
7. Liability
- Immediate Fix Repair is not liable for the quality of workmanship carried out by contractors, as they are independent businesses and not our employees.
- We take reasonable care in vetting contractors before they join our network but do not guarantee the performance of any individual contractor.
- Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.
8. Emergency situations
For genuine emergencies involving danger to life (e.g. gas leaks, electrical fires), contact the emergency services (999) and/or the National Gas Emergency Service (0800 111 999) immediately, in addition to or instead of booking through us.
9. Data and privacy
Your contact and job details are shared with the contractor who accepts your job so they can carry out the work. See our Privacy Policy for full details on how we handle your data.
10. Changes to these terms
We may update these terms from time to time. Continued use of the service after changes constitutes acceptance of the updated terms.
11. Contact
Immediate Fix Repair
Email: info@immediatefixrepair.co.uk
Website: immediatefixrepair.co.uk