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Terms and Conditions

Last updated: 3 October 2026

Acceptance of Terms

By creating an account or using the FIXEX app, you agree to these Terms and Conditions. If you do not agree, please do not use the platform.

The FIXEX Platform

FIXEX provides home and business repair, installation and maintenance services in Ghana. Work is carried out by FIXEX technicians: people we recruit, train and assess ourselves, and who work to our standards. We are not a directory that hands you a stranger and steps back. In future we may also accept independent technicians who have completed our training and verification programme in full. Where a job is to be carried out by an independent technician rather than by our own, we will tell you so on the booking before you confirm it.

Who Can Use FIXEX

You must be at least 18 years old to create a FIXEX account, as a customer or as a provider. Bookings arrange for adults to meet in person at a home or business, so the platform is not suitable for minors. We close any account we find belongs to someone under 18.

Our Technicians

Every technician who works through FIXEX is trained and assessed by us before they take a single job. That covers their trade skills, their conduct with customers, and their identity, which we verify against valid identification and the documents each trade requires. Independent technicians applying to join complete the same programme, which currently runs for about two weeks and includes practical skills testing as well as conduct assessment. We may approve, reject or suspend any technician at our discretion, and we do so to keep customers safe rather than to manage supply.

Bookings and Cancellations

Bookings are agreements between the customer and the provider. Either party may cancel a booking through the app. Once the technician has arrived, a customer cancellation keeps the booking fee, as set out in The Booking Fee. Repeated cancellations or no-shows may lead to account restrictions.

Payments

You can pay for a job in the app by mobile money, card or bank transfer. Payments are handled by a licensed payment partner, and FIXEX never stores your card or mobile money details. Where in-app payment is not available to you, you pay your provider directly. What you pay in the app covers the work itself and the FIXEX service charge shown on your invoice. It does not cover parts, materials, or transport to obtain them, which are dealt with in the section below. Prices may be adjusted with your approval before work begins, and you will always see a breakdown before you pay.

Parts, Materials and Transport

The price you see in the app is for the work: the labour and skill your technician brings to the job. It does not include any part, component or material that has to be replaced, and it does not include transport to obtain one. Those are yours to pay for, directly to your technician, and they are never charged through the app. Your technician must tell you what is needed and what it will cost before buying anything, and nothing is bought without your agreement. If your technician has to travel to a market or supplier to collect a part for you, the cost of that trip is also yours and is settled directly with them. Because FIXEX does not handle these amounts, they do not appear on your in-app invoice, we cannot refund them, and we cannot resolve a dispute about them. Agree the figure with your technician before they spend anything, and ask for receipts.

The Booking Fee

Every booking is secured with a booking fee, currently GHS 50, shown to you in full before you pay it. You pay the fee when you book, and the rest of the price when the job is done. It is not an extra charge: it comes off your final bill, so the total you pay for the work is the same either way. It exists so that a confirmed booking means something to both sides: a technician who sets aside time and travels to you is relying on you being there. If you cancel before your technician arrives, or your technician or FIXEX cancels, the fee is refunded to you in full. Once your technician has arrived, if you cancel, or you are not available when they arrive, the fee is not refunded: it is paid to the technician for the trip.

Refunds and Disputes

The booking fee is refunded in full when the job does not go ahead and you cancelled before your technician arrived, or your technician or FIXEX cancelled. It is not refunded when you cancel after your technician has arrived, or are not available when they arrive; in that case it is paid to the technician. A refund is sent back to the method you paid with as soon as the booking is cancelled, and usually reaches you within a few working days, depending on your bank or mobile money provider. Where the job does go ahead, it is credited against your final bill instead, which returns it to you immediately. For work paid for in the app: if it is not done as agreed, raise it in the app within 7 days of the job being marked complete. We will review the booking record, the chat and any evidence from both sides, and where we find in your favour we will refund you in full or in part, or require the provider to put the work right. For work you paid for directly, in cash or by mobile money outside the app, FIXEX does not hold that money and cannot refund it, but we will still review the dispute and ask the provider to put the work right or refund you themselves. Parts, materials and transport are always paid by you directly and are never held by FIXEX, so they cannot be refunded through the app. We may suspend or remove a provider who will not honour a fair outcome, and our decision on platform protections and ranking is final. This section applies only to jobs booked through FIXEX. Work arranged privately outside the app is not covered, and nothing here limits any right you have under Ghanaian consumer law.

Platform Protection

Jobs booked and completed through FIXEX are covered by our platform protections. These include access to FIXEX support, our dispute resolution process, payment accountability where in-app payment is used, and any service guarantee offered on the booking at the time it is made. Ratings, reviews, verified status, and search ranking are earned only on jobs completed through the platform.

Off-Platform Engagement

Platform protections apply only to jobs booked and completed through FIXEX. If you choose to arrange, carry out, or pay for work privately after being introduced through the app, you do so entirely at your own risk. To the maximum extent permitted by law, FIXEX is not responsible for any dispute, loss, damage, non-payment, injury, or misconduct arising from work arranged off the platform, and cannot assist in resolving it. To protect both parties, the app hides phone numbers, email addresses, links, and social handles in chat and other free-text fields, and records attempts to share them.

Conduct

You agree not to misuse the platform, harass other users, post false information, or attempt to bypass safety and verification measures. Reviews must be honest and based on real experiences.

Content Standards and Zero Tolerance

FIXEX has zero tolerance for objectionable content or abusive behaviour. You must not post, send, or share content that is unlawful, hateful, harassing, threatening, sexually explicit, or otherwise objectionable, in chat, reviews, or any other part of the app. You can report objectionable content or abusive users, and block any user, from within the app. Reports are reviewed and acted on, typically within 24 hours, and offending content or accounts may be removed or suspended.

Responsibility for the Work

We stand behind work carried out by FIXEX technicians. If a job is not done properly, tell us within 7 days of it being marked complete and we will put it right or refund you, as set out in Refunds and Disputes. Nothing in these Terms limits your rights under Ghanaian consumer law, and nothing limits our responsibility for death or personal injury caused by our negligence, or for fraud. Beyond that, and to the extent the law allows, our liability in connection with a booking is limited to the amount you paid for that booking. We are not responsible for faults that were already present and outside the work you asked for, for damage caused by parts you supplied or chose against your technician advice, or for work you arranged privately outside the app.

Cooperation with Law Enforcement

We cooperate with the police and the courts in Ghana. Because technicians work inside customers' homes, we keep a sealed record of a person's identity and platform activity for 90 days after they delete their account, and longer under a legal hold while a matter involving them is open, as set out in our Privacy Policy. We disclose information about a user only in response to a valid legal request, such as a court order or a written request from the Ghana Police Service, or where we believe in good faith that it is necessary to prevent imminent harm to a person. Each disclosure is approved by a named officer of FIXEX and recorded.

Governing Law and Disputes

These Terms are governed by the laws of the Republic of Ghana, including the Electronic Transactions Act, 2008 (Act 772) and the Data Protection Act, 2012 (Act 843). Any dispute arising from these Terms or from your use of FIXEX is subject to the exclusive jurisdiction of the courts of Ghana. If any part of these Terms is found to be unenforceable, the rest continues to apply. Nothing in these Terms removes a right you have under Ghanaian law that cannot be waived by agreement.

Changes to These Terms

We may update these Terms from time to time. Continued use of the app after changes take effect means you accept the updated Terms.

Contact

Questions about these Terms can be sent through the Help & Support page in the app, or by email to support@fixex.app.