Terms of Service

1. About FixDelivered

RLowe Limited ("FixDelivered", "we", "us") operates a platform at fixdelivered.com that helps customers find and book qualified, independent plumbers across the United Kingdom. We are registered in England and Wales.

By using our website or services you agree to these terms. If you do not agree, please do not use the platform.

2. Our services

FixDelivered provides the following services:

• Emergency matching - you submit a job request and we contact available plumbers near you on your behalf to find the fastest available match.
• Direct booking - you browse our plumber directory and book a specific plumber directly through the platform.
• Plumber directory - a publicly accessible directory of plumbers in the UK, including their qualifications, reviews, and contact information.

FixDelivered is a booking and matching service only. We do not employ plumbers, carry out plumbing work, or guarantee the quality of any work performed. The contract for any plumbing services is directly between you and the plumber.

3. Eligibility

You must be at least 18 years old and located in the United Kingdom to use FixDelivered. By submitting a job request or making a booking you confirm you meet these requirements and that the information you provide is accurate.

4. Emergency matching - booking process

When you use the emergency matching service:

1. You submit a job request describing the issue and your postcode.
2. You pay the £34 platform fee via Stripe to initiate the search.
3. We contact qualified plumbers near you using automated calls and messages to check availability, callout fee, and estimated arrival time.
4. If a suitable plumber is found, we confirm the booking and notify you with their name, contact number, callout fee, and estimated arrival time.
5. The plumber travels to your property. You pay their callout fee and any further charges directly to them on arrival.

FixDelivered does not set, control, or collect plumber callout fees. These are agreed solely between you and the plumber.

5. Direct booking

When you book a plumber directly through a plumber profile or the directory:

1. You select a plumber from the directory and submit a booking request.
2. Payment is processed via Stripe at the time of booking.
3. The plumber is notified and will contact you to confirm the appointment.

Booking fees and cancellation terms for direct bookings are shown at the time of booking and may differ from the emergency matching fee.

6. Automated calling

As part of the emergency matching process, we use automated voice technology to contact plumbers on your behalf. By submitting a job request you authorise FixDelivered to make these automated calls to tradespeople in your area and to share relevant details about your job in order to obtain quotes and availability.

7. Refund policy

The £34 emergency matching fee is fully refunded automatically in the following circumstances:

• We are unable to find an available plumber for your request in your area.
• You cancel your booking before a plumber is confirmed.

Refunds are not issued once a plumber has been confirmed and dispatched, unless there is a failure on our part. If you have a dispute, contact us at [email protected].

8. Plumber qualifications and directory listings

We endeavour to include accurate qualification and certification information on plumber profiles. Where gas work is involved, plumbers must hold a valid Gas Safe Register registration. We display qualifications such as Gas Safe and WaterSafe where this information is available from public registration records.

It is the plumber's sole responsibility to hold and maintain all registrations, certifications, licences, qualifications, and insurance required by law for the work they carry out — including valid Gas Safe Register registration for any gas or boiler work — and to remain compliant with all applicable regulations at all times. FixDelivered does not guarantee that any listed plumber's registration or certification is current or valid.

It is your responsibility to verify a plumber's credentials and compliance before any work begins. For gas work you can and should confirm a plumber's registration directly with the Gas Safe Register at gassaferegister.co.uk, and check any other relevant certifications with the applicable trade authority.

Plumber profiles are populated using data sourced from third-party industry directories and review platforms. We cross-reference publicly available certification and registration records to verify listed qualifications. FixDelivered does not independently inspect plumbers' work and accepts no liability for the quality, safety, or outcome of any work performed.

If you have a concern about a plumber's conduct or work quality, you should raise it directly with the relevant registration body, such as the Gas Safe Register or another applicable trade authority.

9. Plumber accounts and profile claiming

Plumbers listed in our directory may claim and manage their profiles through the FixDelivered portal. By claiming a profile or using the plumber portal you agree to:

• Provide accurate and up-to-date information about your business, qualifications, and availability.
• Not misrepresent your certifications, insurance, or areas of expertise.
• Respond to customer bookings made through the platform in a timely manner.

FixDelivered may remove or suspend profiles that contain inaccurate information or that are associated with complaints or misconduct.

10. Limitation of liability

To the maximum extent permitted by law, FixDelivered's liability to you for any claim arising from use of our service is limited to the amount of the platform fee paid by you. We are not liable for:

• Any loss, damage, or injury caused by a plumber matched or listed through our platform.
• Any indirect, consequential, or economic loss.
• Delays, cancellations, or no-shows by plumbers after confirmation.
• Inaccuracies in plumber profiles or directory listings sourced from third-party registers.
• Any guidance, diagnosis, cost estimate, or recommendation produced by our automated or AI-powered assistant tools.

No warranties. FixDelivered provides no warranty or guarantee of any kind in respect of any plumbing work. Any workmanship guarantee or warranty is offered — if at all — by the plumber directly and is a matter solely between you and the plumber. All plumbing work is carried out under a direct contract between you and the plumber. FixDelivered is a matchmaking platform only and is not a party to that contract.

Automated and AI assistance. Any information, guidance, diagnosis, cost estimate, or recommendation produced by our automated or AI-powered assistant tools is provided for general information only, does not constitute professional, safety, or gas advice, and must not be relied upon as such. FixDelivered accepts no accountability or liability for any action taken, decision made, or work carried out on the basis of such output. Always rely on the judgement of a suitably qualified plumber.

Nothing in these terms limits our liability for fraud, death, or personal injury caused by our negligence.

11. Acceptable use

You must not use FixDelivered to submit false or fraudulent job requests, attempt to contact plumbers outside the platform to circumvent fees, misrepresent your qualifications or certifications (plumbers), or engage in any conduct that is unlawful or harmful to others.

12. Governing law

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Changes to these terms

We may update these terms from time to time. We will notify you of material changes via the contact details on your account. Continued use of the service after changes take effect constitutes acceptance of the revised terms.

14. Contact

For any questions about these terms, contact us at [email protected].