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Privacy Policy

Last updated: 3 October 2026

Who We Are

FIXEX is operated by Spaka Group. We are the data controller for the personal data described here, and we handle it in line with the Data Protection Act, 2012 (Act 843) of Ghana. Our registration with the Data Protection Commission has been applied for and is awaiting issue; we will publish the registration number here as soon as we receive it. For any privacy question, or to exercise any of the rights below, contact us through the Help & Support page in the app or by email at privacy@fixex.app.

Information We Collect

Account details you provide: your name, email address and/or phone number, password, and profile photo. If you sign up with Google, we receive your name, email address, and profile picture from Google.

Service data: your service addresses, bookings, quotes and invoices, chat messages, reviews, and support requests.

Provider data: if you register as a service provider, we also collect your national ID document, police clearance document where required, years of experience, service listings, pricing, and working area.

Technical data: your device push notification token, app version and device type, and error and crash diagnostics.

How We Use Your Information

To operate the marketplace: creating your account, matching customers with providers, managing bookings and invoices, and delivering chat messages.

To verify providers: reviewing ID and clearance documents so customers can trust who enters their home.

To keep the platform safe: detecting fraud and abuse, reviewing reports of objectionable content, and enforcing our Terms. This includes automatically detecting and hiding phone numbers, email addresses, links, and social handles in messages and other free-text fields, and recording that an attempt was made. Some of these checks use an AI service, as described under Automated Assistance (AI).

To communicate with you: booking updates, security alerts, and notifications you have enabled.

Our legal basis is the performance of our contract with you, our legitimate interest in keeping the platform safe, and your consent where the law requires it.

Location Data

With your permission, we use your device location to show providers near you and to set the address for a booking. Providers may share a work area so customers can find nearby services. Location is only collected while you are using the app, never in the background, and you can refuse or withdraw this permission at any time in your device settings. The app still works without it; you can type an address instead.

Who We Share It With

Other users, only as far as a booking requires: customers see a provider's public profile, ratings, and reviews; a provider sees the customer's name and service address only after they accept the job.

Service providers who process data on our behalf, under contract and only for these purposes:

- Paystack (Ghana) for card and mobile money payments. Payment card details are entered on Paystack's own secure page and are never stored by FIXEX. If you choose to save a card, we keep Paystack's encrypted token for it, with the card type, last four digits and expiry date, so you can pay with one tap; you can remove it at any time in Settings.
- Arkesel (Ghana) to deliver one-time passcodes by SMS.
- Cloudflare R2 for encrypted file storage.
- Expo, Apple, and Google for push notification delivery.
- Sentry for crash and error diagnostics.
- Anthropic for the AI features described under Automated Assistance (AI).
- Google, if you choose to sign in with Google.

Authorities, where we are legally required to disclose information or where it is necessary to protect someone's safety. We disclose information, including a sealed record kept after an account is deleted, only in response to a valid legal request such as a court order or a written request from the Ghana Police Service, or to prevent imminent harm to a person. Each disclosure is approved by a named officer of FIXEX and recorded.

We do not sell your personal data, and we do not share it for advertising or use it to build advertising profiles.

Automated Assistance (AI)

Some FIXEX features use an artificial intelligence (AI) service provided by Anthropic, which processes data on our behalf under contract. Where these features are in use, AI helps us to:

- check messages, booking requests, reviews, quotes, claims and photos for contact details that should stay private, so they can be hidden;
- suggest the right kind of technician from a problem you describe or a photo you add;
- answer common questions in Help & Support;
- summarise a Job Guarantee claim for our team, from the booking, payment, chat and photos;
- flag patterns that may point to fraud or abuse, such as repeated attempts to share contact details or one payment card used across several accounts, for our staff to review.

Only the information needed for each task is sent: for example, the message being checked or the problem you described. Anthropic does not use this information to train its AI models, and keeps it only for a limited period under its commercial terms.

AI never makes a decision about you on its own. It hides contact details, suggests, summarises or flags; refunds, account suspensions, dispute outcomes and provider verification are always decided by a person. Replies written by AI in Help & Support are labelled as coming from the FIXEX Assistant, and you can ask for a member of the team at any time. Suggestions from AI can be wrong, so check that a suggested service fits before you book.

You can object to the use of AI on your data by contacting us at privacy@fixex.app.

Verification Documents

ID and police clearance documents uploaded by providers are stored in a private, access-controlled location, are never published or served publicly, and are visible only to the FIXEX verification team. They are used solely to confirm a provider's identity. While your account is open, we erase them automatically 90 days after your application is approved or rejected. The 90 days exist so that an appeal or a complaint can still be reviewed against the documents it concerns. If you delete your account, any documents still held are sealed with the rest of your identity, as described under How Long We Keep It, and erased when that sealed record is deleted.

How Long We Keep It

We keep your account data for as long as your account is open. Verification documents are an exception: they are erased 90 days after your application is decided, whether or not your account stays open. While your account is open, support and moderation records are kept for up to two years.

When you delete your account, your public profile, sign-in and contact details are removed at once, and nothing about you is used for marketing. A sealed copy of your identity (your name, email address, phone number, profile photo, saved addresses, sign-in times and, for providers, any verification documents still held) is kept for 90 days, together with your messages, attachments, reports and support requests. Technicians work inside customers' homes, and this record exists so that a crime, an investigation or a complaint about a job can still be dealt with after an account is closed.

The sealed copy is encrypted, is not visible to our support staff, and can only be opened by a named senior administrator using a second security check, for a recorded reason and request reference. Every opening is logged. It is used only for crime prevention and investigation, for complaints and disputes, and where the law requires us to disclose it.

After 90 days the sealed copy and your messages, attachments, reports and support requests are deleted, unless a legal hold applies. A hold applies while a report, complaint, support request or booking involving you is still open, or when we receive a valid request from the police or a court, and it lasts until that matter is closed. Booking, invoice, and payment records are retained in anonymized form for up to six years, because tax and accounting law requires it and because the other party to a job keeps their own history.

Security

Passwords are stored hashed with bcrypt and are never recoverable in plain text. All traffic between the app and our servers is encrypted in transit. Verification documents are held in a private store that is not publicly reachable, and access to personal data is restricted to authorized staff and logged. No system is perfectly secure, so please use a strong, unique password.

Your Rights and Choices

You can access and update your profile at any time in the app, and manage notification preferences in Settings.

You can delete your account from Settings > Danger Zone > Delete Account, or without installing the app at https://fixex.app/delete-account. Your profile, sign-in and contact details are removed at once; a sealed copy of your identity is kept for 90 days and then deleted, as described under How Long We Keep It.

You have the right to request a copy of your data, to ask us to correct or erase it, to object to or restrict how we use it, and to complain to Ghana's Data Protection Commission. Contact us through Help & Support or at privacy@fixex.app and we will respond within 30 days.

Children

FIXEX is not intended for anyone under 18 and we do not knowingly collect personal data from children. If you believe a child has created an account, contact us and we will delete it.

Cookies and Website Analytics

The FIXEX mobile app does not use cookies or any advertising or analytics SDK.

Our website, fixex.app, uses Google Analytics to count visits and see which pages people find useful. It sets cookies in your browser and records a shortened version of your IP address, which we do not use to identify you. We do not run advertising or tracking cookies, and we do not sell or share this data.

Analytics only runs if you accept it. On your first visit the site asks, and nothing is requested from Google until you choose. If you decline, no analytics cookies are set at all. You can change your mind by clearing the site data in your browser. The site works normally either way.

Where Your Data Is Held

FIXEX operates in Ghana. Some of the service providers listed above process data outside Ghana. Where that happens, we rely on contractual safeguards requiring them to protect your data to the same standard described here.

Changes to This Policy

We may update this Privacy Policy as the platform evolves. The date it was last updated is shown at the top of this screen, and significant changes will be announced in the app.