Fixa

Agreement to these Terms

These Terms of Use govern your access to and use of the Fixa website, MyFixa, job-request services and related communications.

By creating an account, submitting a job, accepting a quote, making a payment or otherwise using Fixa, you agree to these Terms.

Please do not use Fixa if you do not agree. Certain rights and protections may apply under Zimbabwean law and cannot be excluded by these Terms.

What Fixa does

Fixa is a trust network that helps customers connect with vetted independent professionals for repair, maintenance, installation and related services.

Depending on the job, Fixa may help collect job information, identify a suitable professional, coordinate communication, document the agreed scope, support payment administration, track progress and assist with concerns.

Fixa is not the professional’s employer.
Professionals are independent service providers responsible for their own work, tools, methods, conduct, licences, taxes and legal obligations.
Fixa does not become a party to every agreement between a customer and a professional merely because it facilitates the introduction or communication.
Vetting and verification reduce risk but cannot guarantee that every job will be completed perfectly or without delay.
Fixa does not technically certify or inspect every completed job unless that service is expressly included in writing.

Eligibility and accounts

You must be at least 18 years old and legally able to enter into an agreement to use Fixa.

You must provide complete and accurate information, including your name, contact details, location and relevant job information.

Keep your email account and secure sign-in links private.
Do not forward passwordless access links to another person.
Tell Fixa promptly if you believe someone has accessed your account without permission.
You are responsible for activity carried out through your account unless caused by Fixa’s own security failure.

Submitting a job

A job request should describe the problem, desired outcome, location, urgency and any known risks or limitations as accurately as possible.

Photos, videos and measurements should reflect the actual condition of the site. Fixa or a professional may request more information or an inspection before confirming the scope or price.

Disclose hazards, unsafe wiring, structural concerns, leaks, animals, restricted access and other relevant conditions.
Tell Fixa about building rules, landlord restrictions, permits or permissions that may affect the work.
Do not request unlawful, dangerous, deceptive or abusive work.
Submitting a request does not guarantee that Fixa will accept, schedule or complete the job.
Fixa may decline a request where the job is outside its current service area, capacity or acceptable risk level.

Matching and professional assignment

Fixa may select a professional based on trade, location, availability, experience, verification status, job risk and other operational factors.

A particular professional is not guaranteed until the assignment is confirmed. Fixa may replace or reassign a professional where reasonably necessary.

Customers must not pressure a professional to perform work outside the documented scope or to ignore safety, regulatory or technical requirements.

Quotes, estimates and scope

Before work begins, the customer should receive or approve a description of the agreed work and the expected price or pricing method.

A remote quote may be an estimate where the full condition of the site cannot reasonably be known before inspection.

The scope may identify labour, materials, exclusions, timing, access requirements and payment milestones.
Unexpected conditions may require a revised quote or change to the scope.
Material changes should be approved before additional work is carried out.
Silence does not automatically amount to approval of a material price increase.
A professional may pause work where continuing would be unsafe, unlawful or materially different from the agreed scope.

Fees, assessments, materials and payments

Where an on-site assessment is required, the customer will ordinarily pay a $10 Fixa Assessment and Coordination Fee before the visit is scheduled. A job that can be quoted and confirmed without an on-site assessment will not automatically attract this fee.

The fee supports job intake, professional matching, scheduling, briefing, reasonable standard local transport support, assessment administration and follow-up.

No additional ordinary local call-out or transport charge will be added unless Fixa discloses it and the customer approves it beforehand. Exceptional distance, urgency, specialist requirements or unusual travel costs may require an additional agreed amount.

The Assessment and Coordination Fee is ordinarily non-refundable once the assigned professional has attended and completed the assessment, even if the customer decides not to proceed. Where the assessment does not take place because of Fixa or the assigned professional, Fixa may refund, transfer or credit the fee as appropriate.

After assessment, the customer will receive or approve a quotation showing labour, materials and any additional charges separately. Approved materials must ordinarily be funded before purchase. The professional is not expected to finance the customer’s materials from personal funds.

Fixa does not charge the customer a percentage fee on clearly itemised and approved materials.

Fixa separately earns a commission equal to 10% of the professional’s approved labour and service charges. This commission is deducted from the professional’s remuneration and is not added to the customer’s approved labour price.

Where Fixa receives payment, approved material funds may be released before work begins so that materials can be purchased. The professional may be required to provide receipts and account for unused funds.

Where Fixa controls the labour payment, the professional’s net labour amount will ordinarily be released after a 48-hour completion protection period, provided that no genuine complaint has been raised. Payment is not dependent on the customer submitting a review.

Fixa may receive or coordinate payments by EcoCash, cash, bank transfer or another approved method. Fixa does not provide banking services and does not represent that customer funds are held in a regulated escrow account.

All applicable fees, labour, materials, approved additional costs and the total payable must be disclosed before the customer approves the final quotation.
Pay only through the payment method or recipient confirmed by Fixa for that job.
Do not assume that a payment made directly to a professional has been recorded by Fixa.
A deposit or advance payment may be required for approved materials, an assessment, transport or a booking.
Whether an amount is refundable depends on its disclosed purpose, work already performed, materials purchased, costs already committed and applicable law.
The customer remains responsible for approved amounts properly due under the agreed scope.
Fixa will not add an undisclosed fee after the customer has accepted the job.
Independent technical inspection or verification is not included as a standard MVP service unless expressly agreed in writing.

Customer responsibilities

Customers must provide a reasonably safe and accessible work environment.

Provide accurate directions and reasonable access at the agreed time.
Ensure that a responsible adult is present where required.
Secure valuables, confidential documents and fragile items near the work area.
Provide access to water, electricity or other utilities where agreed and safe.
Keep children and animals away from dangerous tools or active work areas.
Obtain required owner, landlord, body-corporate or regulatory permission.
Inspect the completed work where reasonably possible and raise concerns promptly.
Treat professionals and Fixa personnel respectfully and without harassment, threats or discrimination.

Scheduling, delays and cancellations

Appointment times and completion dates are estimates unless expressly confirmed as fixed.

Travel, materials, weather, site conditions, previous jobs, power availability and other events may cause reasonable delay.

Tell Fixa as soon as possible if access will not be available.
The $10 Assessment and Coordination Fee may remain payable once an assessment has been completed, and separately disclosed costs may apply where time, travel or approved materials have already been committed.
If a professional cannot attend, Fixa may reschedule, reassign the job or refund amounts not earned or committed.
Fixa will communicate material delays when reasonably able to do so.
Neither party should repeatedly cancel or fail to attend without reasonable notice.

Completion, evidence and approval

Fixa may request before-and-after photos, progress updates, receipts, completion notes or customer confirmation.

These records support accountability and dispute resolution. They do not necessarily amount to a technical certification or independent inspection.

Do not confirm satisfactory completion if an obvious agreed item remains outstanding.
Minor outstanding items should be recorded clearly rather than handled through informal promises.
Customer approval does not remove rights that cannot legally be waived.
Hidden defects should be reported as soon as reasonably discovered.

Quality concerns and remedy support

If you believe completed work does not match the agreed scope, notify Fixa as soon as reasonably possible. For an obvious issue, reporting it within 48 hours helps preserve evidence and arrange a timely response.

A job-specific remedy period may also be stated in the job confirmation. Failing to report within a preferred period does not remove a right that cannot legally be excluded.

Depending on the circumstances, Fixa may help arrange a return visit, clarification, correction, reassignment, partial refund discussion, further evidence or independent assessment. Where Fixa controls the labour payment, the disputed amount may be paused while the concern is reviewed. Any amount not genuinely disputed may be released separately where practical.

The appropriate remedy depends on the agreed scope, seriousness of the issue, evidence available, customer conduct, professional response and applicable law. Fixa cannot promise a particular outcome before reviewing the facts.

High-risk and regulated work

Some electrical, structural, gas, plumbing, security or other high-risk work may require a licensed professional, specialist testing, regulatory approval or independent inspection.

Fixa may require additional evidence, decline the work or recommend an inspection where the risk justifies it.

Unless expressly agreed in writing, Fixa is not acting as an engineer, building inspector, architect, quantity surveyor, regulator or technical certifier.

Independent technical inspection or verification is not a standard MVP service. If Fixa introduces an optional paid inspection service later, its price, scope and limitations will be disclosed before the customer chooses it.

Communication and job records

Customers and professionals should keep material job communication coordinated through Fixa or the channel Fixa identifies.

Record important changes to scope, price, materials and timing.
Do not rely only on verbal changes where a written record can reasonably be created.
Fixa may retain relevant messages, call notes, photographs, timestamps and status records for operations, safety, quality support and dispute handling.
Do not share another person’s confidential or personal information without a proper reason and permission.

Photos, videos and property information

Job photos and videos may be used to understand the request, match a professional, document progress, verify completion, resolve concerns and improve Fixa’s operations.

Avoid photographing people, identity documents, private messages, security codes or unrelated personal items.
Tell people at the property when job documentation is being captured.
Fixa will not use identifiable customer property for public marketing without appropriate permission.
Fixa may use de-identified operational information for training, reporting and service improvement.

Reviews and feedback

Customers may be invited to submit ratings, comments and photographs after a job.

Reviews must be honest, relevant and based on personal experience.
Do not submit threats, discrimination, harassment, private information or knowingly false allegations.
Fixa may moderate, delay, remove or decline content that breaches these Terms or creates a legal or safety risk.
Fixa may allow a professional to respond or provide context.
Moderation does not mean that Fixa endorses every published review.

Protecting the Fixa introduction

Fixa invests in vetting, matching, coordination, accountability and dispute support. Customers and professionals must not deliberately use information obtained through Fixa to bypass the network for the current job.

Unless Fixa agrees otherwise, a customer and a professional introduced by Fixa must not move the same job or closely related follow-on work outside Fixa for 12 months after the introduction.

This restriction does not apply to a genuine pre-existing relationship disclosed to Fixa before the assignment.

Fixa may suspend access or seek a reasonable disclosed introduction or service fee where deliberate circumvention occurs, subject to applicable law.

Prohibited conduct

You must not misuse Fixa, its professionals or its systems.

Do not submit fraudulent, misleading or impersonated requests.
Do not threaten, exploit, harass, discriminate against or abuse another person.
Do not request unlawful services or ask someone to ignore safety rules.
Do not interfere with Fixa’s security, accounts, databases or authentication systems.
Do not scrape, copy or commercially exploit professional profiles or private job data.
Do not use Fixa to distribute malware, spam or deceptive content.
Do not publish another person’s contact information or private data without permission.

Safety and emergencies

Fixa is not an emergency-response service.

Where there is fire, active electrical danger, gas leakage, serious flooding, structural collapse, violence, medical danger or another immediate threat, move to safety and contact the appropriate emergency service, utility, property authority or qualified specialist.

Do not wait for an ordinary Fixa response where delay may place people or property at risk.

Platform availability

Fixa may update, maintain, restrict or temporarily suspend parts of the platform.

Internet, email, WhatsApp, payment systems, hosting services and other third-party systems may occasionally be unavailable or delayed.

Fixa will take reasonable steps to maintain operations but cannot guarantee uninterrupted access at all times.

Responsibility and liability

Nothing in these Terms excludes or limits liability or consumer rights where doing so is prohibited by law.

Fixa remains responsible for its own obligations and for loss directly caused by its proven breach, negligence or unlawful conduct to the extent required by law.

An independent professional remains responsible for their workmanship, conduct, damage they cause and obligations arising from the service they perform.

Fixa is not responsible for loss caused by inaccurate, incomplete or withheld customer information.
Fixa is not responsible for unauthorised work privately agreed outside the recorded Fixa scope.
Fixa is not responsible for delays or failure caused by events reasonably outside its control.
To the extent permitted by law, Fixa is not liable for indirect, remote or purely consequential losses that were not reasonably foreseeable.
Fixa’s assistance with a complaint does not automatically mean that Fixa accepts legal responsibility for the underlying work.

Suspension and termination

Fixa may warn, restrict, suspend or close an account where reasonably necessary to protect customers, professionals, staff, the platform or the integrity of the network.

Reasons may include fraud, abuse, safety risk, repeated non-payment, deliberate circumvention or serious breach of these Terms.
Where appropriate, Fixa may request information or allow the user to respond before taking final action.
Immediate restriction may be used where there is a credible safety, security, fraud or legal risk.
Ending access does not remove payment or other obligations already properly incurred.

Privacy and personal information

Fixa processes personal information to operate accounts, understand job requests, coordinate professionals, communicate, maintain security, administer payments, resolve concerns and comply with legal obligations.

More information will be provided in the Fixa Privacy Policy.

By using Fixa, you acknowledge that necessary information may be shared with the assigned professional and relevant service providers for the purposes of handling the job.

Fixa content and intellectual property

The Fixa name, branding, platform design, original content, software and operating materials belong to Fixa or its licensors.

You may use the platform for its intended purpose, but you may not copy, reproduce, sell, impersonate or commercially exploit Fixa’s protected content without permission.

You retain ownership of content you submit, but give Fixa permission to process and display it where reasonably necessary to provide the service and exercise the rights described in these Terms and the Privacy Policy.

Changes to these Terms

Fixa may update these Terms to reflect service changes, operational lessons, legal requirements or new features.

The current version and effective date will be displayed on this page. Where a change is material, Fixa may request acceptance of the new version before further use.

A change will not retrospectively remove rights or alter an already agreed job unfairly.

Complaints, disputes and governing law

Raise job concerns with Fixa first so that the relevant records can be reviewed and the parties can attempt a practical resolution.

Fixa may facilitate discussion or recommend an appropriate assessment, but is not acting as a court, regulator or binding arbitrator unless the parties expressly agree otherwise.

These Terms are governed by the laws of Zimbabwe. Zimbabwean courts and legally recognised consumer or dispute-resolution bodies may have jurisdiction, subject to any mandatory rights available to the customer.

Contacting Fixa

Questions, complaints and legal notices should include your name, contact details, job reference where relevant and a clear description of the issue.

Use the contact details or official communication channel shown on the Fixa website.

Terms of Use.