Terms & Conditions

About Quixx & your agreement with us

Quixx ("we", "us", "our") is a home services booking platform operating in the London area, currently focused on the SW4 and SW11 postcodes. We connect customers ("you", "customer") with independent home-service contractors ("contractors", "pros").

By booking a service through our website, app, or WhatsApp, you agree to these Terms and Conditions. If you do not agree with any part of these terms, please do not use our service.

Our current registered trading details, including our registered company number once formally incorporated, will be displayed in the footer of this page. Until a UK Limited Company registration is complete, Quixx trades as a UK business with full obligations to consumers under UK consumer law.

Pricing, budgets & fixed quotes

When you book through Quixx, we generate a fixed price quote based on the information you provide in the booking form — including the service type, job scale (Quick Fix, Standard, or Premium), room count, property type, photos, and any additional details you supply.

Budget matching

If you enter a preferred budget during booking, we will use reasonable efforts to match you with a contractor whose rates fit within that range. Budget matching is not a guaranteed outcome. Your stated budget is a guide to help us find a good fit, not a binding cap on the price of the service. The final fixed quote shown to you before confirmation may fall outside your stated budget range — in which case you are free to decline the booking at no charge.

Accuracy of the fixed price

The fixed price is calculated based on the details you provide at the point of booking. If the actual scope of work on arrival differs materially from what you described — for example, a significantly larger property, more rooms, or a job more complex than declared — Section 03 below applies.

If you provide inaccurate or misleading information at booking (whether intentionally or otherwise), the fixed price may not accurately reflect the true scope of work. In that case the contractor may request a price revision (see Section 03).

Price changes during a job

Once you have confirmed a booking and payment has been taken, the fixed price is locked. It will not change unless the actual job is materially larger or more complex than what you described at booking.

The price-change process

1. Contractor identifies the variance. On arrival or during the job, the contractor determines that the work required is significantly beyond what was described.
2. Contractor submits a price-change request through Quixx. This must include a brief explanation and a revised fixed price. Requests must be submitted through our official channel — never verbally, in cash, or off-platform.
3. You review and decide. You receive the revised quote via WhatsApp or email and may accept, decline, or request a different scope. You are never charged an increased amount without your explicit agreement.
4. Both parties confirm in writing. Only once you and the contractor confirm the revised price in writing via Quixx does the new price take effect.
5. If you decline, you may pay only for the scope originally booked (where that scope is still deliverable), or cancel the remainder of the job. You will receive a refund for any work not yet performed, subject to a reasonable charge reflecting the contractor's time already spent on site.

Contractor vetting & standards

Before a contractor accepts bookings on Quixx, we require them to complete our onboarding process. This process includes the following checks:

• Identity verification — review of government-issued photo identification;
• Right to work in the UK — verified in line with UK employment law requirements;
• Basic DBS check — a basic Disclosure and Barring Service check for all contractors entering client premises;
• Trade certification review — where a service is regulated and legally requires professional certification (for example Gas Safe registration for gas work, Part P qualification or NICEIC/NAPIT/ELECSA registration for certain electrical work), we require the contractor to produce evidence of valid current certification before accepting jobs in that trade;
• Public liability insurance — we require contractors to hold their own valid public liability insurance and to produce a certificate of insurance;
• Reference review — we review prior work history and existing client references where available;
• Ongoing performance monitoring — customer ratings, complaint history, and job acceptance behaviour are reviewed continuously.

Contractors who fall below our quality standards — including repeated no-shows, unresolved complaints, poor workmanship, or unprofessional conduct — are removed from the platform.

Payments & refunds

All payments are processed securely through Stripe, a regulated payment services provider. When you confirm a booking, the full amount is charged to your card and held securely by Stripe until the job is completed.

Payment protection and release

Payment is released to the contractor only after the job is marked complete and you have had a reasonable opportunity to confirm the work was carried out satisfactorily. If no issue is raised within 24 hours of the job being marked complete, the payment is automatically released.

This "payment-protection" structure means the contractor does not receive your money until the job is done — protecting you from the risk of paying for a service that is not delivered.

Refunds

You are entitled to a full refund where:

• The contractor fails to attend and we cannot provide a reasonable alternative;
• The work is not performed to a reasonable standard, as assessed through our complaints process (Section 07);
• You cancel within a permitted cancellation window (see Section 06).

Refunds are processed to your original payment method. Our processing typically completes within 2 working days; your bank may take an additional 3 to 5 working days to credit your account depending on their policies.

Booking, cancellations & no-shows

Your statutory right to cancel (UK)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have a 14-day cooling-off period in which to cancel a distance-purchased service contract without giving a reason and receive a full refund.

Important: Where you have expressly requested that we begin performing the service within the 14-day cooling-off period (for example, you book a cleaner for tomorrow), you acknowledge that your cancellation right may be reduced pro-rata to reflect work already performed, and may be lost entirely once the service has been fully performed with your consent. We will always remind you of this at the point of booking.

Non-statutory cancellation schedule

Outside the statutory cooling-off period (or where you have waived it by asking us to perform the service immediately), the following cancellation schedule applies:

• More than 24 hours before the booked slot: full refund.
• Between 24 and 4 hours before the slot: 50% refund (the remainder covers the contractor's scheduling loss).
• Less than 4 hours before the slot: no refund, except in genuine emergencies assessed case-by-case at our discretion.

Contractor cancellations & no-shows

If a matched contractor cancels or fails to attend, we will use reasonable endeavours to match you with an alternative contractor. If we cannot, you receive a full and immediate refund. Repeated contractor no-shows result in removal from the platform.

Quality & complaints

If you are not satisfied with the work performed, please raise a complaint within 48 hours of job completion by contacting Quixx support via WhatsApp, email, or the in-app chat function.

We will investigate promptly. Depending on findings, one or more of the following will apply:

• The contractor returns at no additional cost to correct the issue;
• A partial or full refund is issued from the payment held with Stripe;
• A credit is applied to your Quixx account for a future booking.

Complaints are handled by our team. We aim to provide an initial response within 2 hours during business hours (09:00 – 19:00 UK time). This is our service aim, not a contractual guarantee — genuine emergencies and complex cases may take longer.

Statutory rights for regulated work

For gas work, statutory complaint routes via the Gas Safe Register remain available to you. For electrical work, complaint routes via the relevant Electrical Competent Person scheme (NICEIC, NAPIT, ELECSA, etc.) remain available. These statutory routes apply alongside, not instead of, our own complaints process.

Liability & insurance

Quixx maintains platform-level insurance appropriate to our operations as a marketplace. Contractors are independent businesses and are required to hold their own public liability insurance, verified as part of onboarding.

Our liability

Nothing in these terms limits or excludes any rights you have as a consumer that cannot lawfully be limited or excluded, including:

• Your rights under the Consumer Rights Act 2015 — in particular, the statutory right to services performed with reasonable care and skill, at a reasonable price (where no price is agreed), and within a reasonable time (where no time is agreed);
• Liability for death or personal injury caused by negligence;
• Liability for fraud or fraudulent misrepresentation.

Subject to those statutory rights, and to the extent permitted by UK law, our maximum aggregate liability to you for any single booking is limited to the greater of £1,000 or the total amount paid for that booking. This cap does not apply to property damage caused by a contractor's negligence, for which you may claim against the contractor's own public liability insurance (with our support in doing so).

We are not liable for:

• Indirect, consequential, or special damages that were not reasonably foreseeable at the time of booking;
• Loss of profit, data, or business opportunity;
• Damage arising from unforeseeable pre-existing conditions in your property that were not reasonably disclosable at the point of booking (for example, concealed damp behind walls);
• Damage or additional cost caused by your failure to disclose relevant information about the property or the job at booking.

Your responsibilities

When booking and using Quixx, you agree to:

• Provide accurate information at booking, including property details, access instructions, and scope of work;
• Ensure the contractor has safe, lawful access to the property at the agreed time;
• Treat contractors with respect — abusive, discriminatory, or unsafe behaviour will not be tolerated;
• Not ask contractors to perform work outside the scope of the booking without going through the Quixx price-change process (Section 03).

Breach of these responsibilities may result in cancellation of your bookings without refund, and suspension from future use of the platform.

Data, privacy & communications

We process your personal data in accordance with the UK GDPR and the Data Protection Act 2018. We are committed to protecting your privacy and being transparent about what we collect and why.

What we collect

• Identity and contact data: first name, last name, email, phone number, property address;
• Booking data: service type, job details, photos you upload, budget range, preferred dates;
• Payment data: processed securely via Stripe; we do not store full card details on our systems;
• Communications: messages exchanged via email, WhatsApp, or in-platform chat.

Why we collect it

We use this data to fulfil your booking, match you with an appropriate contractor, process payment, handle customer support and complaints, and meet our legal and regulatory obligations.

Your rights

You have the right to access, correct, delete, or restrict processing of your personal data, and to data portability, at any time. To exercise any of these rights, or to raise a concern about our handling of your data, contact us at hello@quixxltd.com. If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

Communications

By using Quixx you consent to receiving booking confirmations, job updates, and complaint-handling communications via email, SMS, and WhatsApp. Marketing communications are opt-in only and may be unsubscribed from at any time.

A full and separately maintained Privacy Policy will be published alongside these Terms and Conditions. Until that separate document is available, this Section 10 sets out the key information required under UK GDPR Article 13.

Disputes & how to escalate

We genuinely want to resolve any complaint fairly and quickly through the process set out in Section 07. If you remain unhappy after our internal complaints process, you have the following options:

• Independent advice: contact Citizens Advice (citizensadvice.org.uk · 0800 144 8848) for free, impartial advice on your consumer rights;
• Regulatory bodies: for gas work, the Gas Safe Register (gassaferegister.co.uk); for electrical work, the relevant Competent Person Scheme;
• Card chargeback: if payment was by card, you may have chargeback rights through your card issuer;
• Court: you may take a dispute to the Small Claims Court (for claims up to £10,000 in England and Wales).

We are not currently a member of a certified Alternative Dispute Resolution (ADR) scheme, as none is mandatory for our sector. If a suitable ADR scheme becomes available in future, we will update these terms.

Changes to these terms

We may update these Terms and Conditions from time to time to reflect changes in our service, legal requirements, or operational practices. When we do, we will update the "Last updated" date at the top of this page and notify active users by email at least 14 days before any material change takes effect.

Bookings confirmed before a change takes effect remain subject to the terms that were in force at the time of booking.

Governing law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes arising out of or relating to your use of Quixx are subject to the non-exclusive jurisdiction of the courts of England and Wales. As a consumer, you retain the statutory right to bring proceedings in the courts of your country of residence where applicable law permits.