Terms of Service

1. About these terms

These Terms of Service govern your access to and use of FixFlow. By creating an account, starting a trial or otherwise using the platform, you confirm that you have read, understood and agree to be bound by these terms.

If you create an account on behalf of a business or organisation, you confirm that you have authority to accept these terms on its behalf.

If you do not agree to these terms, you must not create an account or use FixFlow.

2. Who we are

FixFlow is operated by FixFlow Software Ltd, a company registered in England and Wales under company number 17288791, with its registered office at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ("FixFlow", "we", "us" or "our").

Email: hello@thefixflowapp.com

3. What FixFlow provides

FixFlow is a cloud-based business management platform designed to help tradespeople manage enquiries, customers, estimates, jobs, appointments, invoices, communications, documents and payments.

FixFlow provides software and administrative tools only. We do not provide trade services and we are not a party to any agreement between you and your customers.

You remain responsible for the services you provide, your communications with customers, the accuracy of your estimates and invoices, the quality and safety of your work, and compliance with any laws, regulations or professional requirements that apply to your business.

4. Eligibility

To create an account and use FixFlow, you must:

• Be at least 18 years old
• Be acting for purposes connected with a trade, business or profession
• Be based in the United Kingdom or operating a UK business
• Have authority to enter into these terms for the relevant business
• Use FixFlow only for lawful business purposes

FixFlow is intended for business users and is not supplied for personal or household use.

5. Your account

You must provide accurate, complete and current information when creating and maintaining your account.

You are responsible for keeping your login details secure and for all activity carried out through your account. You must not share your password or allow another person to access your account using your login details.

You must notify us promptly if you believe your account has been accessed without permission or if the security of your login details has been compromised.

You can contact us at hello@thefixflowapp.com.

6. Acceptable use

You must not use FixFlow to:

• Break any applicable law or regulation
• Upload, store or send unlawful, fraudulent, defamatory, abusive or misleading material
• Harass, threaten, discriminate against or harm another person
• Misrepresent your identity, qualifications or business
• Upload malicious software, viruses or other harmful code
• Attempt to gain unauthorised access to FixFlow, another account or any connected system
• Interfere with the security, availability or performance of the platform
• Copy, scrape, reverse engineer or attempt to extract the source code of the platform, except where the law expressly permits it
• Use FixFlow to send spam, unsolicited marketing or communications that breach privacy or marketing laws
• Use the platform for any purpose other than legitimate business management

We may investigate suspected misuse and may restrict, suspend or terminate access where reasonably necessary to protect FixFlow, its users, customers or third parties.

7. Trials, pricing and subscriptions

Free access and trials

We may offer free access, early-access periods or free trials. The duration and features included will be shown when you sign up or described on the FixFlow website.

We may change or withdraw a free-access or early-access offer by giving reasonable notice. Where payment details are required for a trial, we will explain when billing will begin before you subscribe.

Paid plans

Paid subscriptions will be charged at the price displayed when you subscribe. Unless stated otherwise, subscription fees are billed in advance on a recurring monthly or annual basis.

Prices may be shown exclusive or inclusive of VAT depending on the information displayed at checkout. Any applicable taxes will be identified before payment is taken.

Payment

Subscription payments are processed by Stripe or another payment provider identified at checkout. You authorise the relevant provider to charge your selected payment method for the applicable subscription fees.

You must keep your billing and payment information accurate and up to date.

Failed payments

If a payment fails, we may retry the payment and contact you to request updated payment details. We may restrict or suspend access if payment remains outstanding.

Price changes

We may change our subscription prices. We will provide reasonable advance notice of any increase that affects your existing subscription. The new price will apply from your next renewal after the notice period.

8. Cancellation and refunds

You may cancel your subscription at any time through the available account settings or by contacting us.

Unless we tell you otherwise, cancellation takes effect at the end of your current paid billing period. You may continue using the paid features until that date.

Subscription fees already paid are non-refundable, and we do not normally provide refunds or credits for partially used billing periods, unused accounts or changes of mind.

This does not affect any refund or other remedy you may be legally entitled to receive. If you believe you have been charged incorrectly, contact us at hello@thefixflowapp.com.

9. Affiliate and referral program

FixFlow may operate a referral or affiliate program that allows approved participants to share a referral link or discount code with prospective customers.

Participation in the affiliate program is subject to separate Affiliate Terms, available in our Affiliate Terms, which cover matters including:

• Who is eligible to take part
• How referrals are tracked and attributed
• When and how referral payouts are calculated and paid
• Our right to withhold, adjust or claw back a payout — for example, where a referred customer cancels, refunds or does not remain subscribed for the required qualifying period
• Our right to suspend or end a participant's involvement in the program, including for suspected fraud, self-referral or other misuse

If you take part in the affiliate program, you agree to the Affiliate Terms in addition to these Terms of Service. Where the two conflict on a matter specific to the affiliate program, the Affiliate Terms will apply.

We may change the structure, rates or availability of the affiliate program, or discontinue it, at any time.

10. Customer payments and Stripe Connect

FixFlow may allow you to connect a Stripe account so that your customers can make payments relating to estimates, invoices or other services you provide.

When you create or connect a Stripe account, your use of Stripe's services is also governed by the applicable Stripe terms.

Customer payments are processed by Stripe and are paid to the connected account, subject to Stripe's fees, verification requirements, reserves, restrictions and payment-processing rules.

FixFlow is not a bank, payment institution or escrow provider. We do not control payment authorisations, settlement times, chargebacks, payment disputes, account restrictions or funds held by Stripe.

You remain responsible for the amounts you charge, the information shown on your estimates and invoices, refunds owed to customers, payment disputes and compliance with tax and financial obligations relating to your business.

11. Your content and business data

You retain ownership of the content and business data you upload, create or store through FixFlow. This may include customer details, messages, photographs, documents, estimates, job information and invoices.

You grant FixFlow a limited, non-exclusive licence to host, copy, process, transmit and display that content only as reasonably necessary to provide, secure, maintain and improve the service.

You are responsible for ensuring that your content is accurate, lawful and does not infringe another person's rights.

You should keep copies of any business information that you cannot afford to lose. Although we take reasonable steps to protect data, FixFlow should not be treated as your sole permanent record or backup system.

12. Customer personal data

When you collect, enter or otherwise process your customers' personal data using FixFlow, you will generally act as the data controller and FixFlow will act as a data processor on your behalf.

You are responsible for:

• Identifying and documenting a lawful basis for processing customer data
• Giving customers appropriate privacy information
• Ensuring the information you collect is relevant and not excessive
• Keeping customer information accurate and appropriately secure
• Responding to requests concerning access, correction, deletion or other data protection rights
• Complying with applicable privacy, electronic communications and direct marketing laws

We process personal data in accordance with our Privacy Policy and any applicable data-processing terms.

13. AI-powered features

FixFlow may use artificial intelligence and automated systems to assist with parts of the platform. We may use third-party AI service providers, including Anthropic, to deliver these features.

AI-powered features may include:

• Extracting information from enquiries and communications
• Summarising enquiries, jobs or customer histories
• Identifying enquiries that may require attention
• Suggesting priorities, next steps or follow-up actions
• Drafting messages and other customer communications
• Assisting with administrative workflows

Your responsibility to review AI output

AI-generated content is provided as an administrative aid and suggestion only. It may be inaccurate, incomplete, misleading or unsuitable for a particular customer or situation.

You are responsible for checking AI-generated content and deciding whether it is appropriate before sending it, saving it, relying on it or taking action based on it.

You must not rely solely on AI-generated output when making safety-critical, legal, financial, regulatory or other significant decisions.

Human control

Unless you knowingly enable a clearly identified automated feature, AI-drafted customer communications will not be sent solely because they have been generated. You must review and take the required action to approve or send them.

Where an automated feature is available, FixFlow will identify the feature and provide appropriate controls. You remain responsible for deciding whether to enable it and for monitoring its use.

Processing by AI providers

To provide an AI-powered feature, relevant information may be securely transmitted to an AI service provider for processing. This may include customer messages, enquiry details, job information or other content necessary to generate the requested result.

We select commercial providers that offer contractual data protection and security commitments. We configure and use those services in accordance with their applicable commercial terms and our Privacy Policy.

Some of our service providers, including AI providers, may be located outside the UK. Where this involves an international transfer of personal data, we put in place appropriate safeguards, such as the UK International Data Transfer Addendum or equivalent standard contractual clauses, as required under UK data protection law. Further detail is set out in our Privacy Policy.

We do not permit AI providers to use FixFlow customer data to train their general-purpose models unless we have clearly informed you of the change and established an appropriate legal basis.

No professional advice

AI-generated content does not constitute legal, financial, accounting, tax, technical, health and safety or other professional advice.

Changes to AI features

We may add, update, replace or remove AI-powered features and may change the providers used to deliver them. We will update our Privacy Policy or provide appropriate notice where a material change affects how personal data is processed.

14. Third-party services

FixFlow relies on third-party services to provide certain functionality. These may include hosting, authentication, communications, payment processing, file storage, analytics and artificial intelligence services.

Some features may require you to connect or use a separate third-party account. Your use of that third-party service may be subject to separate terms and privacy policies.

We are not responsible for third-party services that we do not own or control, including changes, outages, restrictions or decisions made by those providers.

15. Intellectual property

FixFlow Software Ltd owns, or has the right to use, the FixFlow platform and its software, design, branding, text, graphics, functionality and other intellectual property.

Subject to these terms, we grant you a limited, non-exclusive, non-transferable and revocable right to access and use FixFlow for your internal business purposes during your trial, subscription or other authorised access period.

You must not copy, reproduce, sell, license, distribute, commercially exploit or create derivative works from any part of FixFlow without our written permission.

16. Feedback

You may choose to provide ideas, suggestions or feedback about FixFlow. We may use that feedback to develop and improve the platform without restriction or payment to you.

This does not give us ownership of your existing business data, customer information or other content uploaded to your account.

17. Availability, maintenance and changes

We aim to provide a reliable service, but we do not guarantee that FixFlow will always be available, uninterrupted, secure or free from errors.

Access may occasionally be affected by maintenance, updates, internet or hosting failures, third-party services, security incidents or circumstances outside our reasonable control.

We may update, improve, replace or remove features as FixFlow develops. Where reasonably possible, we will provide notice before making a material change that significantly reduces the core functionality of a paid plan.

18. Suspension and termination

You may stop using FixFlow and close your account at any time by using any available account closure option or contacting us.

We may restrict, suspend or terminate your account if:

• You materially breach these terms
• Subscription fees remain unpaid
• We reasonably believe the account is being used fraudulently or unlawfully
• Your use creates a security risk or could harm FixFlow, another user or a third party
• We are required to do so by law or a competent authority
• Continuing to provide the service is no longer reasonably practical

Where appropriate, we will give you notice and a reasonable opportunity to correct the issue. We may act immediately where necessary to address fraud, illegality, security risks or serious harm.

When your account ends, your right to use FixFlow ends. We may retain or delete account data in accordance with our Privacy Policy, legal obligations, backup schedules and data-retention procedures.

You are responsible for exporting any records you need before your account is closed or your access expires.

19. Disclaimers

FixFlow is provided as a business administration tool. We do not guarantee that use of the platform will generate enquiries, secure work, increase revenue, obtain customer payments or prevent every missed communication or business loss.

You remain responsible for reviewing your records, monitoring customer communications, following up enquiries and operating your business.

To the fullest extent permitted by law, any warranties or terms that would otherwise be implied into these terms are excluded.

20. Limitation of liability

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Any other liability that cannot legally be excluded or limited

Subject to the paragraph above, FixFlow will not be liable for:

• Loss of profits, sales, revenue or anticipated savings
• Loss of business, contracts or business opportunities
• Loss of goodwill or reputation
• Loss or corruption of data
• Indirect or consequential loss
• Loss caused by incorrect, incomplete or unreviewed information entered into or generated through FixFlow
• Loss arising from a third-party service, payment provider or customer dispute
• Loss arising from reliance on AI-generated content without appropriate human review

Subject to the exclusions above, our total aggregate liability arising out of or relating to FixFlow or these terms will not exceed the greater of:

• The subscription fees you paid to FixFlow during the 12 months immediately before the event giving rise to the claim
• £100

The limitations in this section apply only to the fullest extent permitted by applicable law.

21. Your responsibility for claims

You are responsible for losses, claims, costs or expenses reasonably incurred by FixFlow as a direct result of:

• Your unlawful use of the platform
• Your material breach of these terms
• Content you upload that infringes another person's rights
• Your failure to comply with applicable data protection or direct marketing laws

This section does not require you to compensate us for losses caused by our own negligence, breach of these terms or unlawful conduct.

22. Events outside our control

We will not be responsible for delay or failure caused by events outside our reasonable control. These may include failures of internet, telecommunications, cloud hosting, payment or utility services; cyberattacks; industrial disputes; natural disasters; government action; or widespread service disruption.

23. Changes to these terms

We may update these terms to reflect changes to FixFlow, our business, legal requirements, security practices or the services we use.

We will provide reasonable notice of material changes, normally by email or through the platform. Where practical, we will give at least 14 days' notice before material changes take effect.

Your continued use of FixFlow after updated terms take effect means that you accept the updated terms. If you do not agree, you must stop using FixFlow and cancel your subscription before the changes take effect.

24. General terms

Entire agreement

These terms, together with our Privacy Policy and any additional terms expressly agreed with you, form the agreement between you and FixFlow concerning your use of the platform.

No waiver

If we delay exercising a right under these terms, that does not mean we have waived that right.

Severability

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

Assignment

You may not transfer your rights or obligations under these terms without our written consent. We may transfer our rights and obligations as part of a reorganisation, financing, sale or transfer of FixFlow, provided this does not materially reduce your rights.

No third-party rights

Unless these terms expressly state otherwise, no person other than you and FixFlow has the right to enforce them.

25. Governing law and courts

These terms and any dispute or claim arising from them are governed by the laws of England and Wales.

The courts of England and Wales will have exclusive jurisdiction over any dispute or claim arising from or relating to these terms or your use of FixFlow.

26. Contact us

Questions about these terms can be sent to:

Email: hello@thefixflowapp.com
Company: FixFlow Software Ltd
Company number: 17288791
Registered office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ