This policy explains when a booking can be cancelled and when money is returned. It applies to bookings made through the Fixli app.
Cancelling as a customer
- Before a provider has accepted — cancel free of charge, and anything already taken is refunded in full.
- After acceptance but before the provider is on the way — cancel free of charge unless the provider has already bought materials for the job, in which case that cost may be deducted.
- After the provider has travelled to you, or once work has started — a call-out charge may apply to cover the provider's time and travel.
Cancelling as a provider
If you cannot attend a booking you have accepted, cancel it in the app as early as you can so the customer can rebook. The customer is refunded in full. Repeated late cancellations may lead to suspension.
If the work was not done properly
Tell us within 7 days of the booking, with photos where relevant. We will look at it with you and the provider. Depending on what we find, the outcome may be the provider putting the work right, a partial refund, or a full refund.
How refunds are paid
Refunds go back to the original payment method. Once we approve a refund it usually reaches you within 5–10 business days, though the exact timing is set by your bank or payment provider, not by us. Where a refund is issued to your EYE NETWORK wallet instead, it is available immediately for your next booking.
Fees
Where a booking is refunded in full, our service fee is refunded with it. Where a partial refund is agreed, the fee is reduced in proportion.
Asking for a refund
Raise it from the booking in the app, or email hello@fixli.me with your booking reference. We aim to respond within 2 business days.
Your statutory rights
Nothing in this policy removes any refund or cancellation right you have under consumer law where you live.