1. Policy Foundation & Platform Positioning
This Refund Policy (“Policy”) establishes financial recourse principles for the Fixydo platform’s unique post-service payment model. Unlike typical marketplaces, Fixydo does not facilitate advance payments, escrow services, or pre-service financial transactions. All payments occur directly between Users after service completion.
1.1 Core Payment Philosophy
- No Advance Payments: Fixydo prohibits advance payments or deposits
- Post-Service Settlement: All payments occur after service verification
- Direct User Transaction: Financial arrangements remain exclusively between Customer and Provider
- Platform Neutrality: Fixydo does not handle, hold, or guarantee any service payments
2. Refund Scenarios in Post-Payment Model
2.1 Payment Disputes After Service
Since payments occur post-service, refund scenarios involve completed transactions:
| Scenario | Refund Path | Platform Role | Timeframe |
|---|---|---|---|
| Service quality dispute | Direct negotiation → Platform mediation | Evidence review & recommendation | 7-14 days |
| Overcharging allegation | Comparison with agreed scope | Market rate benchmarking | 5-10 days |
| Unauthorized payment | Payment platform dispute | Documentation provision | Varies by payment method |
| Double payment error | Direct provider refund | Communication facilitation | 1-3 days |
2.2 Non-Payment Scenarios
| Issue | Resolution | Platform Action |
|---|---|---|
| Customer refuses payment | Provider escalation | Reliability rating impact |
| Provider demands advance payment | Policy violation report | Provider suspension |
| Price disagreement post-service | Scope comparison | Mediation based on evidence |
3. Premium Subscription Refund Protocol
3.1 12-Hour Satisfaction Guarantee
- Applicability: First-time Premium purchases only
- Refund Trigger: Explicit dissatisfaction communicated within 12 hours
- Processing: 100% refund to original payment method
- Immediate Effect: Premium features deactivated upon refund
3.2 Auto-Renewal Protection
- Grace Period: 6 hours post-auto-renewal
- Self-Service: Refund via account dashboard
- Frequency Limit: Once per 12-month period
- Processing Time: 3-5 business days
3.3 Non-Refundable Premium Cases
4. Dispute Resolution Framework
4.1 Post-Payment Dispute Initiation
- Direct Negotiation Attempt (48 hours minimum)
- Platform Notification with documented evidence
- Payment Freeze Request to payment provider (if possible)
- Formal Mediation Request via Fixydo platform
4.2 Required Documentation
- Service Agreement: Platform chat records of scope & price
- Completion Evidence: Photos, timestamps, provider confirmation
- Payment Proof: Transaction receipts, bank records
- Dispute Details: Specific quality issues with evidence
4.3 Platform Mediation Process
Step 1: Evidence Collection (24-48 hours)
Step 2: Independent Review by Fixydo Team (1-3 days)
Step 3: Recommendation Issuance (24 hours)
Step 4: Mutual Agreement Attempt (2-3 days)
Step 5: Final Platform Determination (if needed)5. Provider Payment Policy Compliance
5.1 Strict No-Advance-Payment Rule
Providers must:
- Never request advance payments or deposits
- Clearly quote all-inclusive pricing before service
- Only request payment after service completion
- Accept standard payment methods agreed beforehand
5.2 Violation Consequences
- First Offense: Warning and temporary search ranking demotion
- Second Offense: 7-day profile suspension
- Third Offense: 30-day suspension and retraining requirement
- Egregious Violation: Permanent platform removal
6. Customer Payment Responsibilities
6.1 Post-Service Payment Protocol
- Service Verification: Confirm completion to satisfaction
- Price Validation: Compare with agreed quotation
- Immediate Payment: Process within 24 hours of acceptance
- Platform Confirmation: Mark service as completed and paid
6.2 Dispute Before Payment
If unsatisfied before payment:
- Do not process payment
- Document issues immediately with photos/videos
- Notify provider through platform
- Request Platform mediation if unresolved
- Only pay after mutual resolution
7. Force Majeure & Special Circumstances
7.1 Service Interruption Protocol
If service cannot be completed due to Force Majeure:
- No payment obligation for incomplete work
- Partial payment only for completed portions (mutually agreed)
- Platform documentation of interruption circumstances
- Rescheduling priority once conditions normalize
7.2 Platform-Declared Emergencies
When Fixydo declares emergency conditions:
- All in-progress services may be paused
- No penalties for service interruption
- Platform-assisted rescheduling
- Transparent communication to all affected Users
8. Financial Safeguards & Best Practices
8.1 For Customers
- Document Everything: Photos before/during/after service
- Platform Communication Only: Avoid WhatsApp/phone for agreements
- Clear Scope Definition: Specific deliverables in writing
- Payment Method Agreement: Confirm before service begins
8.2 For Providers
- Detailed Quotations: Itemized pricing in platform messages
- Progress Updates: Regular photos/updates during service
- Completion Sign-off: Customer acknowledgment before payment request
- Professional Invoicing: Clear receipts through platform
9. Platform Tools for Payment Protection
9.1 Integrated Features
- Digital Service Agreement: Scope and price documentation
- Progress Photo Sharing: Timestamped visual evidence
- Completion Confirmation: Two-party verification system
- Payment Method Logging: Secure record of agreed methods
9.2 Dispute Prevention Features
- Clear Scope Templates: Standardized service descriptions
- Market Price Guidelines: Category-specific pricing ranges
- User Education Modules: Payment best practices
- Real-time Support: Chat assistance during service
10. Refund Processing & Timelines
10.1 Premium Subscription Refunds
| Type | Processing Time | Method |
|---|---|---|
| 12-hour guarantee | 3-5 business days | Original payment method |
| Auto-renewal refund | 3-5 business days | Original payment method |
| Platform error | 1-3 business days | Original payment method or Fixydo credit |
10.2 Service Payment Refunds
Since Fixydo doesn’t process service payments:
- Direct Provider Refunds: Provider issues refund to customer
- Payment Platform Reversal: Through PayPal, bank, etc.
- Platform Credit: Mutually agreed Fixydo credit for future services
- Timeframe: Varies by payment method (1-10 business days)
11. Policy Governance & User Protection
11.1 Platform Authority
Fixydo reserves the right to:
- Suspend Users violating payment policies
- Remove Providers repeatedly requesting advance payments
- Mediate disputes based on documented evidence
- Update this Policy with 30-day notice
11.2 User Accountability
- Provider Rating Impact: Payment policy compliance affects visibility
- Customer Reliability Score: Payment timeliness affects future booking priority
- Transparent History: All payment-related actions documented
- Progressive Actions: Escalating consequences for policy violations
12. Contact & Support Framework
For any Support email us at support@fixydo.com
Emergency Support: +971-56-532-9497 (9 AM – 4 PM GMT+4)
Service Levels:
- Urgent Payment Disputes: 4-hour initial response
- General Inquiries: 24-hour response
- Complex Mediation: 48-hour case review initiation
- Policy Clarifications: 24-hour detailed response
13. Policy Acknowledgment
By using Fixydo services, all Users confirm they:
- Understand and accept the post-service payment model
- Will not request or offer advance payments
- Agree to resolve payment disputes through Platform mediation
- Accept Fixydo’s role as mediator, not payment processor
- Will maintain all service documentation on the Platform
Last Updated: 10 February 2026