Terms of Service

Last updated: 29 July 2026

These terms govern your use of the Fixlr website, app and related services. Fixlr is a trading name of Novu Systems LLP. Please read them carefully — by creating an account, booking a service, or otherwise using the platform, you agree to them.

1. About Fixlr and these terms

• Fixlr operates an online marketplace (the "Services") that connects customers with independent service professionals who offer home and property services. Fixlr is a trading name of Novu Systems LLP.
• Fixlr provides the platform, arranges introductions, handles scheduling and payment, and sets quality standards. The services themselves are performed by independent professionals, not by Fixlr, and Fixlr is not the employer of those professionals.
• The categories of service available through the platform may change over time as we add or withdraw services, and availability varies by area.
• If you do not agree with these terms, please do not use the Services.

2. Eligibility and your account

• You must be at least 18 years old and legally able to enter into a contract to use the Services.
• You must provide accurate information and keep it up to date. We verify your mobile number using a one-time code, and you are responsible for keeping access to your account and that number secure.
• You are responsible for activity that takes place under your account. Tell us promptly if you believe it has been used without your permission.
• We may suspend or close an account that is used in breach of these terms, that presents a risk to customers, professionals or the platform, or where we are required to do so by law.

3. Booking a service

• When you submit a booking you are making a request. A contract for the service is formed when the booking is confirmed and a professional is assigned to it.
• Prices shown before you confirm are based on the information you provide. If the work required turns out to be materially different from what was described — for example, additional items, different fittings or unforeseen site conditions — the price may need to change, and any change will be agreed with you before the additional work is carried out.
• Appointment times are arrival windows rather than exact times. We make reasonable efforts to keep to the agreed window and will tell you if there is a significant delay.
• You are responsible for providing safe and lawful access to the property at the agreed time, and for holding any permission required from an owner, landlord or building management.

4. Prices, payment and taxes

• Prices are shown in Saudi Riyals (SAR) and include value added tax where it applies. Any fees that apply to a booking are shown before you confirm it.
• Depending on the service, you may pay online by card or in cash on completion. Online card payments are processed by our payment provider, Stripe, on a page hosted by them; Fixlr does not receive or store your full card details.
• Where an online payment is required to confirm a booking, the booking is not confirmed until that payment succeeds.
• Promotional credit, vouchers and referral rewards may be applied to eligible bookings subject to their own conditions. They hold no cash value, cannot be exchanged for cash, and may expire.
• Attempting to arrange or pay for work off-platform with a professional introduced through Fixlr deprives you of the protections in these terms, including the workmanship warranty and dispute support, and may result in your account being closed.

5. Cancellation, rescheduling and refunds

• You may cancel or reschedule a booking free of charge up to 24 hours before the start of the agreed appointment window.
• Cancellations made less than 24 hours before the appointment, or a failure to provide access at the agreed time, may incur a cancellation fee to compensate the assigned professional for reserved time and travel. Any such fee is shown to you before it is applied.
• If we or the assigned professional cancel a confirmed booking, or if no professional can be assigned, you are entitled to a full refund of anything you have paid for that booking.
• Where a service is not performed, or is not performed to the standard described in these terms and cannot be put right under the workmanship warranty, you are entitled to a refund of the amount paid for the affected work.
• Approved refunds are returned to the original payment method. Card refunds are issued through our payment provider and typically appear within 5 to 10 business days, depending on your bank. Refunds of amounts paid in cash are arranged with you directly.
• To request a refund or raise a problem with a completed job, contact us using the details below. Raising it promptly helps us investigate while evidence such as photos is still available.

6. Service standards and workmanship warranty

• Professionals on the platform are checked before they are activated and are required to follow our quality standards, including completing the job checklist and recording photo evidence of completed work where the service requires it.
• Work performed through the platform is covered by a workmanship warranty for the period stated in our Warranty Policy. If a fault arises from how the work was carried out within that period, we will arrange for it to be put right at no additional cost to you.
• The workmanship warranty covers the work itself. It does not cover the products or equipment installed, which carry their own manufacturer warranty where applicable, nor damage caused by misuse, alteration by others, accident, or normal wear and tear.
• Full details, including what is covered and how to make a claim, are set out in our Warranty Policy.

7. Your responsibilities and acceptable use

• Provide accurate information about the work required, and disclose anything that affects safety or access.
• Treat service professionals and our staff with respect. We do not tolerate abusive, threatening or discriminatory behaviour, and we may close accounts over it.
• Do not use the Services for any unlawful purpose, do not submit false bookings, reviews or referrals, and do not attempt to interfere with, probe or disrupt the platform or gain unauthorised access to it.
• Do not misuse content from the platform, including collecting or scraping the details of service professionals or other users.

8. Ratings, reviews and content you submit

• You may be invited to rate and review a completed job. Reviews must be honest, based on genuine experience, and must not contain unlawful, abusive or personally identifying content about others.
• You keep ownership of the photos, text and other content you submit, and you grant Fixlr a licence to host, display and use it as needed to operate, promote and improve the Services.
• We may remove content that breaches these terms or applicable law.

9. Liability

• Nothing in these terms limits liability that cannot be limited by law, including liability for death or personal injury caused by negligence, or for fraud.
• Subject to that, Fixlr is not liable for indirect, incidental or consequential loss, or for loss of profit, revenue, data or opportunity.
• Subject to the paragraph above, our total liability arising from a booking is limited to the amount you paid for that booking.
• Service professionals are independent and are responsible for the work they carry out and for holding any licences and insurance required for it.
• We are not liable for failures caused by events outside our reasonable control, including severe weather, utility or network failures, or government restrictions.

10. Intellectual property

• The Fixlr name and logo, the platform, and its content and software are owned by us or our licensors and are protected by intellectual property laws.
• You may use the Services for their intended purpose. You may not copy, modify, distribute, resell or reverse engineer any part of them without our written permission.

11. Privacy

• Our Privacy Policy explains what personal data we collect, how we use it, and the rights you have. It forms part of your agreement with us.

12. Changes to the Services and these terms

• We may change, suspend or withdraw parts of the Services, including individual service categories or coverage areas.
• We may update these terms as the Services or legal requirements change. The date at the top shows when they were last revised. Changes apply to bookings made after they take effect, and continuing to use the Services means you accept the updated terms.

13. Governing law and disputes

• These terms are governed by the laws of the Kingdom of Saudi Arabia, where the services are performed, and the courts of the Kingdom of Saudi Arabia have jurisdiction over any dispute.
• Nothing here removes any consumer protection right available to you under the law of the country where you live.
• If something goes wrong, please contact us first — most issues are resolved quickly and directly.

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