Customer Terms of Service

Last updated: 13 May 2026 · Version 1.0

1. Who we are

These terms govern your use of Fix-A(I)LL ("we", "us", "our", or "the Platform"), operated by:

• Open Source AI Ltd, a company registered in England and Wales
• Registered address: 228 Borough Road, Middlesbrough, North Yorkshire, TS1 2EQ
• ICO registration: ZC102296
• Contact: [email protected]

By using Fix-A(I)LL ("the Service"), you ("the Customer", "you") agree to these terms. If you don't agree, please don't use the Service.

2. What Fix-A(I)LL is — and what it isn't

What we do:

• Generate AI-powered indicative price estimates for trade work, based on photos and descriptions you provide
• Have a human admin review every AI estimate before it's sent to you
• Publish your job, once you accept the estimate, to a marketplace where verified tradespeople in your area can offer to take it on
• Provide a messaging system so you and the tradesperson can communicate

What we don't do:

• We do not carry out repair, installation, or building work ourselves
• We are not party to any contract between you and a tradesperson
• We do not handle payments to tradespeople — you pay them directly
• We do not guarantee the quality, timing, price, or outcome of any work

Fix-A(I)LL is a technology platform that introduces consumers to independent tradespeople. We are not a contractor or a service provider for the work itself.

3. The AI Estimate — important limitations

Our AI estimates are indicative only. By using the Service you understand and agree that:

• The estimate is based solely on the photos and description you supplied; it cannot detect hidden damage, structural issues, or problems not visible
• The actual price for the work will be confirmed by the attending tradesperson after on-site inspection and may be higher or lower than our estimate
• The AI may make errors, including misidentifying the problem, the trade required, or the cost
• You should not use the AI estimate as the sole basis for making safety, insurance, or financial decisions
• For safety-critical work (gas, electrical, structural), only suitably qualified tradespeople (e.g. Gas Safe registered for gas, NICEIC/NAPIT for electrical) should carry out the work

4. Fees and payment

4.1 Estimate fee: £4.99 per submission, payable at the time of submission, unless you are a member with a registered address for the submission (in which case it is free).

4.2 Fix-A(I)LL Plus membership: £89 for 5 years, providing unlimited estimates for up to 3 registered home addresses. Address swaps are limited to one per slot per 365 days.

4.3 Payment for work: You pay the tradesperson directly, off-platform. Fix-A(I)LL does not collect or hold payments for the work itself.

4.4 Right to cancel: Under the Consumer Contracts Regulations 2013 you would ordinarily have 14 days to cancel a digital service. However, because our AI processes your submission immediately upon receipt of your fee, by paying you expressly request immediate performance and acknowledge that your right of cancellation is therefore lost as soon as the AI begins processing your submission.

4.5 Refunds: We may offer a refund as a goodwill gesture if the AI fails to produce any estimate, the estimate is grossly unusable (e.g. wrong trade entirely), or in other exceptional circumstances. This is discretionary and not a contractual right.

4.6 Membership refunds: If you cancel a Plus membership within 14 days of purchase and have not yet used it (no submissions made), we will refund the full £89. After 14 days, or after first use, the membership is non-refundable.

5. The tradesperson relationship

When a tradesperson accepts your job:

• A direct contractual relationship is formed between you and the tradesperson
• Fix-A(I)LL is not a party to that contract
• The tradesperson is solely responsible for the quality, timing, safety, and outcome of the work
• The tradesperson is responsible for their own insurance, licences, and statutory registrations
• Disputes about the work itself are between you and the tradesperson

We verify tradespeople before listing them: we check ID, public liability insurance, and trade qualifications where applicable. However, verification is not a guarantee. We do our best, but you should still satisfy yourself before authorising work.

6. Your responsibilities

You agree to:

• Provide accurate, complete, and truthful information including photos that genuinely depict the problem and the property
• Use the Service only for properties you own, rent, or have permission to act for
• Pay tradespeople promptly and fairly for completed work
• Not attempt to contact or pay tradespeople off-platform before they have accepted your job — this damages everyone's trust in the marketplace
• Treat tradespeople respectfully in all communications
• Comply with applicable laws — including obtaining any permissions, permits, or landlord consent required for the work

7. Account membership rules

Plus membership is intended for residential use across up to 3 home addresses you genuinely occupy, own, or are responsible for. We may suspend or revoke memberships where we reasonably suspect misuse — including but not limited to:

• Sharing your account with people outside your household
• Registering addresses you have no genuine connection to
• Using the Service for commercial property management without our written agreement
• Registering geographically dispersed addresses suggesting account sharing

If we revoke a membership for proven misuse, no refund is due.

8. Liability

8.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be limited or excluded by law.

8.2 Subject to clause 8.1, our total liability to you arising out of or in connection with the Service shall not exceed the total fees you have paid us in the 12 months preceding the event giving rise to the claim.

8.3 We are not liable for:

• The quality, safety, timing, or outcome of work performed by tradespeople
• Any damage, injury, or loss caused by tradespeople or their work
• The accuracy of AI estimates (which are explicitly indicative)
• Decisions you make in reliance on AI estimates or platform information
• Issues with payments you make directly to tradespeople
• Loss arising from off-platform agreements made between you and a tradesperson

8.4 Insurance: If you suffer loss or damage from work performed by a tradesperson, your remedies lie against the tradesperson (and, if applicable, their public liability insurance), not Fix-A(I)LL. We strongly recommend you confirm the tradesperson's insurance details before work begins.

9. Complaints

If something goes wrong, contact us at [email protected] with the job reference and details. We aim to acknowledge within 2 business days and resolve within 30 days. See our full Complaints Process.

If you're not satisfied with our response, you may be entitled to use Alternative Dispute Resolution. For disputes about goods or services bought online, you can also use the EU Online Dispute Resolution platform (note: this is unaffected by Brexit for cross-border consumer disputes).

10. Data and privacy

Our handling of your personal data is covered by our Privacy Policy. By using the Service you confirm you have read and understood it.

11. Changes to these terms

We may update these terms from time to time. Material changes will be notified by email and posted on the site at least 14 days before they take effect. Continued use of the Service after that date constitutes acceptance.

12. Termination

We may suspend or close your account if you breach these terms, attempt to defraud us or other users, or use the Service unlawfully. You may close your account at any time by contacting [email protected].

13. Governing law and UK-wide operation

13.1 Fix-A(I)LL operates across the entire United Kingdom (England, Scotland, Wales, and Northern Ireland). The Operator is registered in England under the company name Open Source AI Ltd.

13.2 These terms are governed by the laws of England and Wales.

13.3 Disputes shall be subject to the non-exclusive jurisdiction of the courts of England and Wales. However, if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in your local courts where required by the consumer law of your jurisdiction. Nothing in these terms removes statutory consumer rights you have under the law of the part of the UK in which you are resident.

13.4 Regional services: the AI estimates and price ranges we generate are adjusted for the cost of trade work in your specific UK region (based on your postcode). For example, London estimates apply a London premium; Northern Ireland and North East England estimates apply lower regional rates. The AI uses national averages as a baseline and applies a multiplier for your area.

13.5 Trade certifications: depending on the UK nation in which work is to be performed, qualified tradespeople should hold certifications relevant to that jurisdiction. Examples include: Gas Safe Register (UK-wide for gas), NICEIC / NAPIT / ELECSA (England & Wales for electrical), SELECT (Scotland for electrical), NICEIC NI / RECI (Northern Ireland for electrical). The attending tradesperson is responsible for holding all relevant qualifications.

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