Terms of Service

OnCallFix is an online marketplace that connects customers ("Customers") seeking local trade services with self-employed tradespeople and trades businesses ("Tradespeople"). We do not employ Tradespeople. We do not perform the work ourselves. We provide the technology, payment processing, and verification checks that let Customers and Tradespeople transact.

Each completed job is a direct contract between the Customer and the Tradesperson for the work performed. OnCallFix is not a party to that contract, but we operate the platform that enables it.

To create an account you must be at least 18 years old, legally able to enter into a binding contract under UK law, and provide accurate information about yourself or your business.

You are responsible for keeping your login details secure. You must not share your account, impersonate another person, or create accounts for fraudulent purposes. We may suspend or terminate accounts that breach these terms.

Tradespeople must upload required compliance documents before they can accept jobs: identity verification, public liability insurance, and any trade-specific certifications relevant to the work they offer (for example Gas Safe registration for gas work, NICEIC certification for electrical work, Part P for domestic electrical work).

We verify these documents before approving a Tradesperson's profile. Verification is a check that the documents exist and appear genuine at the time of upload, it is not a guarantee of the Tradesperson's ongoing competence, conduct, or the quality of any specific job. Customers should still use their own judgement before booking and during the job.

Tradespeople are responsible for keeping their compliance documents current. Expired certifications may result in suspension from the platform until renewed.

When a Customer posts a job, they provide a description, location, urgency, and optionally a budget estimate. Tradespeople in the relevant trade and area may submit quotes. The Customer chooses which quote to accept, if any.

Once a quote is accepted, both parties commit to the job on the agreed terms. Cancellations are governed by section 7 below.

Tradespeople are responsible for assessing whether they have the skills, equipment, certifications, and capacity to complete a job before accepting it. Customers are responsible for providing accurate access details and a safe working environment.

Customers pay through the platform when a job is completed and signed off by both parties. We hold funds in escrow until completion is confirmed.

Two fees are deducted from the Customer's payment before the Tradesperson is paid out:

• A platform commission of 10% of the total job amount, retained by OnCallFix.
• A payment processing fee of 3% of the total job amount, passed through to our payment processor.

The Tradesperson receives the remaining 87%. Payouts are typically released within 2 working days of dual sign-off, subject to payment processor clearing times. The platform commission rate may change for new bookings on 30 days' notice, existing accepted bookings remain on the rate at the time of acceptance.

Tradespeople using OnCallFix are independent contractors, not employees of the Operator. Tradespeople are solely responsible for their own income tax, National Insurance, VAT (where applicable), and any other tax or regulatory obligations arising from their work. OnCallFix does not deduct PAYE or provide employment-related benefits.

A Customer may cancel a posted job at any time before a Tradesperson is en route. Once a Tradesperson has accepted the job and started travelling (status "On My Way"), the Customer may still cancel but a callout fee may apply at the Tradesperson's reasonable discretion.

A Tradesperson may cancel an accepted job in exceptional circumstances (for example illness or vehicle failure). Repeated cancellations may result in account suspension.

If a Customer is dissatisfied with completed work, they should first attempt to resolve the issue directly with the Tradesperson. If that fails, contact hello@oncallfix.com and we will mediate. Where we determine that work was not completed to a reasonable standard, we may, at our discretion, partially or fully refund the Customer from the held funds before release.

Customers may rate and review Tradespeople after a signed-off job. Reviews must be honest, lawful, and based on the Customer's own experience of the specific job. We may remove reviews that contain personal information, threats, discriminatory language, or that are not related to a real completed job.

Tradespeople may not pay for, solicit fake reviews of, or otherwise manipulate the rating system. Breach may result in permanent removal from the platform.

You must not use the platform to: undertake unlawful work; harass, abuse, or discriminate against any user; share personal contact details to circumvent the platform's payment system; or interfere with the platform's operation. We may remove content and suspend accounts at our discretion for breaches of these rules.

OnCallFix acts as an intermediary platform. We do not perform work, supply parts, or supervise jobs. The work itself, including any damage, injury, or loss arising from it, is the responsibility of the Tradesperson performing it, covered by their own public liability insurance.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited under UK law. Subject to that, our total liability to you in connection with the platform is limited to the platform fees we have received from you in the twelve months prior to the relevant event.

Our handling of your personal data is described in our Privacy Policy. By using the platform you consent to that handling.

We may update these terms from time to time. Material changes will be notified to active users by email at least 14 days before they take effect. Continued use of the platform after the effective date constitutes acceptance of the updated terms.

These terms are governed by the laws of England and Wales. Any dispute is subject to the exclusive jurisdiction of the English courts, except where you are a consumer based elsewhere in the UK, in which case your local consumer rights apply.

Lettly Limited, trading as OnCallFix. Registered in England & Wales.

Email: hello@oncallfix.com