Privacy Policy

Last updated: 29 July 2026

This policy explains what personal data Fixlr collects when you use our website and app, why we collect it, who we share it with, and the choices and rights you have. Fixlr is a trading name of Novu Systems LLP, which is the controller responsible for the personal data described here.

1. Information we collect

• Information you give us: your name, mobile number, email address, service address and location details, the description and photos of the job you request, messages you send through the platform, and ratings or reviews you submit.
• Information created by using the Services: your booking and order history, appointment times, payment status, vouchers or referral credit applied to your account, support conversations, and records of notifications we send you.
• Information collected automatically: device and browser type, IP address, approximate location derived from it, pages viewed, and similar technical data recorded when you use the website or app.
• Information from others: if you sign in with a third-party account (such as Google or Apple), we receive the basic profile details you authorise them to share. If someone refers you, we record that a referral took place.

2. Payment information

• Card payments are processed by Stripe on a payment page hosted by Stripe. Your full card number, expiry date and security code are entered directly with Stripe and are never sent to or stored on Fixlr systems.
• We receive only limited confirmation data from Stripe, such as whether a payment succeeded or failed, the amount, and a payment reference used to reconcile your order.
• Where you choose to pay in cash on completion, no card data is involved and we record only the amount and payment status of the order.

3. How and why we use your information

• To create and secure your account, verify your mobile number by one-time code, and keep you signed in.
• To operate the Services: to publish your request to suitable service professionals, arrange and reschedule appointments, share the details a professional needs to reach and complete the job, take payment, and issue receipts, refunds or credits.
• To communicate with you about bookings, appointment reminders, job progress, and support requests, using channels such as SMS, WhatsApp, email or in-app messages.
• To maintain quality and safety: to review photo evidence and completion checklists, investigate complaints and disputes, verify the identity and eligibility of service professionals, and detect fraud or misuse of the platform.
• To meet legal, tax and accounting obligations, and to establish, exercise or defend legal claims.
• To understand how the Services are used and to improve them, and — only where you have opted in — to send you marketing messages about offers and new services. You can withdraw marketing consent at any time.

4. Who we share it with

• Service professionals: when a booking is assigned, we share the details needed to perform it, including your name, contact number, service address and job description. We do not share your payment card details with them, because we never hold them.
• Service providers acting on our instructions: payment processing (Stripe), messaging and notification delivery, cloud hosting and storage, error monitoring, and analytics. They may process your data only to provide those services to us.
• Authorities and advisers: where we are required to by law, or where disclosure is necessary to protect the rights, safety or property of customers, service professionals, or Fixlr.
• Business transfers: if Fixlr or its business is reorganised, merged or acquired, personal data may transfer to the new owner under the protections described in this policy.
• We do not sell your personal data, and we do not share it with third parties for their own independent marketing.

5. Cookies and analytics

• We use cookies and similar technologies that are necessary to sign you in, keep your session secure, and remember preferences such as your language.
• Where enabled, we also use analytics and advertising measurement tools to understand how visitors find and use the Services. These may set their own cookies and receive technical data such as your IP address and the pages you view.
• You can block or delete cookies in your browser settings. Some parts of the Services may not work correctly if you block essential cookies.

6. International transfers

• Fixlr is operated by Novu Systems LLP, a company registered in the United Kingdom, and some of our service providers process data outside the country where you are located.
• Where personal data is transferred internationally, we take steps intended to ensure it remains protected by appropriate safeguards and is handled consistently with this policy.

7. How long we keep it

• We keep account and booking records for as long as your account is active, and afterwards for the period needed to resolve disputes, honour any applicable service warranty, and meet legal, tax and accounting requirements.
• Records that we no longer need are deleted or anonymised.

8. Security

• Access to personal data is restricted to those who need it to operate the Services, and administrative access is role-based and logged.
• Data is transmitted over encrypted connections, credentials are stored in hashed form, and access to uploaded photos and documents is restricted through signed, expiring links.
• No online service can be guaranteed to be completely secure. If we become aware of a breach affecting your personal data, we will act promptly and notify you where we are required to do so.

9. Your rights and choices

• You may request access to the personal data we hold about you, ask us to correct it if it is inaccurate, or ask us to delete it.
• You may object to or ask us to restrict certain processing, and you may request a copy of data you provided in a portable format.
• You can opt out of marketing messages at any time using the opt-out instructions in the message or by contacting us. You will still receive essential messages about bookings you have made.
• To exercise any of these rights, contact us using the details below. We may need to verify your identity before we act, and we will respond within the period required by applicable law.

10. Children

• The Services are intended for adults. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, contact us and we will delete it.

11. Changes to this policy

• We may update this policy as the Services change or as legal requirements evolve. The date at the top shows when it was last revised, and material changes will be notified through the Services.

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