Fixz Terms and Conditions
Last Updated: [18/09/2025]
Welcome to Fixz (“Fixz”, “we”, “our”, or “us”). These Terms and Conditions (“Terms”) govern your access to and use of the Fixz mobile application, website, hi.fixz.app, and all related services, features, and platforms collectively referred to as the “Platform”.
Fixz is operated by PNP52, a registered company.
By accessing, registering for, or using the Platform, you agree to be bound by these Terms. If you do not agree with these Terms, you must not use the Platform.
These Terms apply to customers, stores, contractors, service providers, riders, delivery partners, and any other users of the Platform.
For the purposes of these Terms:
“User” means any person or entity using the Platform, including customers, stores, contractors, service providers, riders, and delivery partners.
“Customer” means a user who places an order, books a service, requests delivery, tops up a wallet, or otherwise uses the Platform to receive goods or services.
“Store” means a business, restaurant, shop, vendor, or merchant registered on the Platform to sell products or accept orders.
“Service Provider” or “Contractor” means an independent person, company, or professional offering services through the Platform.
“Rider” or “Delivery Partner” means an independent person, contractor, or third party who provides pickup, delivery, or related transportation services through the Platform.
“Services” means any services available through the Platform, including delivery, food ordering, grocery ordering, parcel delivery, home services, maintenance, repairs, professional services, wallet top-ups, and any other on-demand services offered through Fixz.
“Wallet” means the digital wallet available on the Platform that may be used to pay for eligible orders, services, delivery fees, or other permitted transactions.
Fixz is a technology platform that connects customers with stores, service providers, contractors, riders, and delivery partners.
Fixz does not directly provide all goods, products, delivery services, or professional services listed on the Platform. Many services are provided by independent third parties.
Stores, contractors, service providers, riders, and delivery partners operate independently and are not employees of Fixz unless expressly stated otherwise.
Fixz may facilitate bookings, orders, payments, wallet top-ups, delivery tracking, customer support, issue reporting, and communication between users.
Fixz is not responsible for the actions, omissions, quality, suitability, availability, pricing, or conduct of any independent store, contractor, service provider, rider, or delivery partner, except where required by applicable law.
You must be at least 18 years old to use the Platform.
You agree to provide accurate, current, and complete information when creating or updating your account.
You are responsible for maintaining the confidentiality of your login details, OTPs, passwords, and devices.
You are responsible for all activity that occurs under your account.
You must not create fake accounts, impersonate another person, provide misleading information, or misuse the Platform.
Fixz reserves the right to suspend, restrict, or terminate accounts where we reasonably believe there has been misuse, fraud, breach of these Terms, non-payment, safety concerns, or unlawful activity.
Customers may place orders, request delivery, book services, or submit service requests through the Platform.
Stores, contractors, service providers, riders, and delivery partners may accept, reject, or cancel requests where permitted by Platform rules.
All orders, bookings, and service requests are subject to availability, confirmation, service area, store availability, rider availability, contractor availability, and local operational requirements.
Fixz does not guarantee that every request will be accepted or completed.
Customers must provide accurate details, including addresses, contact numbers, item details, service requirements, and any special instructions.
Incorrect, incomplete, or misleading information may result in delay, failed delivery, cancellation, additional charges, or account restrictions.
Prices, delivery fees, service fees, wallet top-up amounts, and any applicable charges will be shown on the Platform where applicable.
Payments must be made through approved payment methods available on the Platform, including wallet balance, bank card, or other payment methods supported by Fixz.
Fixz may facilitate payments between customers, stores, service providers, contractors, riders, and delivery partners.
Prices may vary depending on service type, distance, product price, demand, delivery location, payment method, currency, exchange rate, taxes, and other applicable charges.
Any applicable taxes, fees, duties, payment gateway charges, currency conversion charges, or surcharges may apply depending on the country and service.
Fixz may update prices, fees, packages, wallet top-up rates, or service charges from time to time.
Fixz may provide a digital wallet feature that allows users to add funds and use wallet balance for eligible orders, services, delivery fees, and other transactions available on the Platform.
Users may top up their own wallet or, where supported, top up another user’s wallet using the registered mobile number of the recipient.
Inside Syria, wallet top-up may be available during checkout or through other local methods supported by Fixz.
From outside Syria, wallet top-up may be available through the Fixz app, hi.fixz.app, or approved online payment methods using a bank card or other supported payment method.
Wallet balances are intended for use within the Fixz Platform and may not be withdrawn as cash unless expressly permitted by Fixz and applicable law.
Fixz may apply fees, exchange rates, safety margins, payment processing charges, or package-based pricing to wallet top-ups.
Fixz may refuse, delay, reverse, or investigate wallet top-ups where fraud, payment failure, incorrect recipient details, chargeback risk, suspicious activity, or legal restrictions are suspected.
Customers may cancel orders, bookings, or delivery requests only where cancellation is permitted by the Platform and depending on the order status.
Cancellation may not be available once a store has started preparing an order, a service provider has started work, a rider has collected an item, or the order is out for delivery.
Late cancellations, no-shows, failed delivery caused by the customer, incorrect address details, or refusal to receive an order may result in charges.
Refunds, credits, wallet adjustments, or compensation may be provided at Fixz’s discretion, subject to the order status, evidence provided, applicable law, payment method, and Platform policies.
Payment gateway fees, delivery fees, service fees, or third-party charges may be non-refundable where permitted by law.
Fixz may facilitate delivery services through independent riders, delivery partners, stores, contractors, or third-party providers.
Delivery times are estimates only and may vary due to traffic, weather, distance, store preparation time, rider availability, customer availability, recipient availability, or circumstances outside Fixz’s reasonable control.
Customers must ensure that delivery details are accurate and that they or the recipient are available to receive the order.
Fixz may charge additional fees for waiting time, redelivery, return delivery, incorrect address, failed delivery, or cancellation after acceptance.
Certain items may be restricted or prohibited from delivery, including illegal goods, dangerous items, cash, high-value items, regulated products, or any item prohibited by applicable law or Fixz policy.
Use of delivery services may also be subject to the Fixz Delivery Policy.
Stores, contractors, and service providers are independent businesses or professionals and are responsible for their own operations.
They must:
Provide accurate business, service, product, pricing, and availability information.
Hold all required licences, permits, approvals, qualifications, and insurance.
Comply with applicable laws and regulations.
Provide services with reasonable care, skill, professionalism, and safety.
Prepare and fulfil accepted orders accurately and within the expected time.
Not provide illegal, unsafe, expired, counterfeit, or prohibited products or services.
Cooperate with Fixz in relation to complaints, refunds, disputes, investigations, and customer issues.
Fixz may suspend, restrict, or remove stores, contractors, or service providers that breach these Terms, receive repeated complaints, fail verification, misuse the Platform, or present a safety or legal risk.
Riders and delivery partners are independent contractors unless expressly stated otherwise.
They are responsible for:
Holding any required licence, permit, registration, vehicle approval, and insurance.
Ensuring their vehicle or transport method is safe and legally permitted.
Handling orders and parcels with reasonable care.
Following pickup and delivery instructions where possible.
Not opening, tampering with, misusing, delaying, or damaging customer items.
Complying with traffic laws, safety rules, and applicable regulations.
Not accepting requests they cannot complete safely or within the expected time.
Fixz may suspend or restrict riders or delivery partners who misuse the Platform, repeatedly cancel orders, provide poor service, fail verification, or breach applicable rules.
Service providers, contractors, stores, riders, and delivery partners are responsible for obtaining and maintaining any insurance required by law, contract, or Fixz policy.
High-risk service providers may be required to provide proof of insurance before accepting bookings.
Delivery partners using vehicles, motorcycles, bicycles, or other transport methods must ensure they have appropriate insurance for commercial or delivery activity where required.
Fixz does not provide insurance unless expressly stated in writing.
Use of the Platform may also be subject to the Fixz Insurance Policy.
You agree not to:
Misuse the Platform.
Use the Platform for illegal, fraudulent, harmful, or abusive purposes.
Provide false, misleading, or incomplete information.
Harass, abuse, threaten, or harm customers, stores, contractors, riders, delivery partners, Fixz staff, or any other person.
Send prohibited, dangerous, illegal, or restricted items.
Attempt to avoid fees, manipulate payments, misuse refunds, or abuse wallet top-ups.
Interfere with the operation, security, or integrity of the Platform.
Copy, scrape, reverse engineer, or misuse Platform data or technology.
Violate any applicable law or regulation.
Users may be able to submit ratings, reviews, comments, images, complaints, or other content through the Platform.
You must ensure that your content is honest, lawful, respectful, and not misleading, abusive, defamatory, offensive, or infringing on any third-party rights.
Fixz may remove, edit, hide, or restrict content that breaches these Terms or Platform rules.
By submitting content, you grant Fixz a non-exclusive right to use, display, process, and share that content for Platform operation, support, quality control, marketing, and dispute resolution purposes, where permitted by law.
All trademarks, logos, designs, software, text, graphics, icons, images, content, and materials on the Platform are owned by Fixz, its group companies, or its licensors.
You must not copy, reproduce, distribute, modify, sell, license, or use Fixz intellectual property without prior written permission.
Use of the Platform does not give you ownership of any intellectual property rights in the Platform.
Your use of the Platform is governed by the Fixz Privacy Policy, which explains how we collect, use, store, share, and protect your personal information.
By using the Platform, you agree that Fixz may process your data in accordance with the Privacy Policy.
The Platform is provided on an “as is” and “as available” basis.
Fixz does not guarantee that the Platform will always be available, uninterrupted, error-free, secure, or free from viruses or harmful components.
Fixz does not guarantee the quality, safety, legality, availability, or suitability of any goods, services, stores, contractors, riders, delivery partners, or third-party providers.
To the maximum extent permitted by law, Fixz disclaims all warranties, whether express or implied.
To the extent permitted by law, Fixz is not liable for any loss, damage, injury, delay, theft, failed delivery, poor service, dispute, or claim arising from:
Acts or omissions of stores, contractors, service providers, riders, or delivery partners.
Incorrect information provided by users.
Failed payments, chargebacks, wallet misuse, or third-party payment provider issues.
Delivery delays or failed deliveries.
Poor packaging or prohibited items.
User misuse of the Platform.
Events outside Fixz’s reasonable control.
Where permitted by law, Fixz’s liability is limited to the amount paid by the user for the affected order, service, or delivery giving rise to the claim.
Nothing in these Terms excludes or limits liability where such liability cannot legally be excluded or limited.
Fixz may suspend, restrict, or terminate your access to the Platform at any time if we reasonably believe that you have:
Breached these Terms or any Fixz policy.
Misused the Platform.
Provided false or misleading information.
Failed verification checks.
Failed to pay applicable fees.
Created a safety, legal, financial, operational, or reputational risk.
Engaged in fraud, abuse, harassment, or unlawful activity.
Users may request account deletion at any time, subject to any active orders, unpaid balances, unresolved disputes, pending refunds, investigations, or legal retention requirements.
The Platform may include links, integrations, payment gateways, map services, communication tools, or other services provided by third parties.
Fixz is not responsible for third-party services, websites, systems, delays, errors, charges, failures, or policies.
Your use of third-party services may be subject to separate terms and privacy policies.
Fixz services may operate differently depending on the country, city, payment method, local laws, operational availability, service category, and regulatory requirements.
For users and services in the United Kingdom, these Terms are governed by the laws of England and Wales.
For users and services in the United Arab Emirates, these Terms are governed by the laws of the United Arab Emirates.
For users and services in Syria, these Terms are subject to applicable local laws, operational requirements, payment availability, and service limitations in Syria.
Where local law requires a different rule, the applicable local law will apply.
These Terms are governed by the applicable laws of the country or territory where the relevant service is provided, unless otherwise required by law or stated in separate terms.
Any disputes shall be handled in accordance with applicable Fixz policies, local laws, and the jurisdiction relevant to the service location.
Fixz may attempt to resolve disputes through customer support before any formal legal action is taken.
Fixz may update these Terms from time to time to reflect changes in services, operations, technology, laws, payment methods, or Platform features.
When we update these Terms, we will post the updated version on the Platform and update the “Last Updated” date above.
Continued use of the Platform after changes means you accept the updated Terms.
If you have any questions, complaints, or concerns about these Terms, please contact us:
📧 support@fixz.app
🌐 www.fixz.app
📍 109 International House, 109–111 Fulham Palace Road, London, England, W6 8JA
Where simplicity meets transparency in delivery and home services. Our user-friendly app gives you a smooth, reliable experience and puts you in control of your everyday needs.
Fixz is operated by PNP52, a registered company providing on-demand delivery and service solutions..
Company Name: PNP52 LIMITED
Number: 12020397
109 International House 109-111, Fulham Palace Road, London, England, W6 8JA
+447570000827 / +971561177915