General Terms and Conditions

Effective from: August 10, 2026

I. Introductory Provisions

1.1 Operator Identification

Platform Operator: FixIt App s.r.o. Company ID (IČO): 23725681 Registered office: Prague, Czech Republic Email: legal@fixit.app Email: info@fixit.app Phone: +420 702 140 894

Registration: The company is registered in the Commercial Register maintained by the Municipal Court in Prague.

1.2 Subject Matter

These General Terms and Conditions (hereinafter the "T&C" or the "Terms") govern:

Use of the FixIt online platform (website and mobile application)
The rights and obligations of the Operator, Providers, and Customers
The intermediation of services between independent Providers and Customers
The provision of services in the on-demand mode (REALTIME), which the Operator secures for the Customer through its own Workers

Special arrangement for Workers: The relationship between the Operator and the Workers whom the Operator employs on the basis of an agreement to complete a job (dohoda o provedení práce, DPP) or an agreement to perform work (dohoda o pracovní činnosti, DPČ) is governed by the concluded employment agreement and by the separate document Cooperation Terms and Personal Data Protection for Workers. These T&C do not apply to that employment relationship.

1.3 Legal Framework

These T&C comply with:

Act No. 89/2012 Coll., the Civil Code
Act No. 634/1992 Coll., on Consumer Protection
Act No. 480/2004 Coll., on Certain Information Society Services
EU Regulation 2022/2065 (Digital Services Act – DSA)
Regulation (EU) 2016/679 (GDPR) and Act No. 110/2019 Coll., on Personal Data Processing
Act No. 262/2006 Coll., the Labour Code (for the employment relationship with Workers)

II. Definitions

Platform means the website www.fixit.app and the FixIt mobile application, which enable connection between Providers and Customers and the submission and processing of jobs.

Operator means FixIt App s.r.o., which operates the Platform.

Provider (Tradesperson / Partner) means an independent individual or legal entity conducting business in the provision of services (electrician, plumber, locksmith, painter, cleaning, etc.) who is registered on the Platform and offers services in the MARKETPLACE PRO, MARKETPLACE QUICK, and scheduled jobs (SCHEDULED) modes. The Provider is not an employee of the Operator.

Worker means an individual whom the Operator employs on the basis of an agreement to complete a job (DPP) or an agreement to perform work (DPČ) for the purpose of fulfilling jobs in the on-demand mode (REALTIME). In relation to these jobs, the Operator is the Worker's employer.

Customer means an individual or legal entity who orders services through the Platform.

Consumer means a person who, when concluding a contract, does not act within the scope of their business activity (§ 419 of the Civil Code).

Job means a Customer's request for a specific service processed on the Platform.

Service Agreement means a contract for the provision of a specific service concluded either (a) directly between an independent Provider and the Customer, or (b) between the Operator and the Customer for jobs in the REALTIME mode.

User Account means an account created by a Provider, Worker, or Customer upon registration on the Platform.

III. Nature of the Platform and the Operator's Role

3.1 The Operator's Dual Role

The Operator acts in two distinct roles depending on the type of job. This distinction is essential for determining rights and responsibility.

A. The Operator as an intermediary (MARKETPLACE PRO, MARKETPLACE QUICK, and scheduled jobs SCHEDULED modes)

For these jobs, FixIt is an online marketplace – an intermediary platform within the meaning of the Digital Services Act (DSA). The service is provided by an independent Provider in their own name and on their own responsibility.

In this role the Operator:

intermediates contact between independent Providers and Customers,
provides the technological platform,
is not a party to the Service Agreement,
is not the Provider's employer.

B. The Operator as a service provider through its own Workers (REALTIME mode)

For on-demand jobs, fulfilment is secured by a Worker whom the Operator employs on the basis of an agreement to complete a job (DPP) or an agreement to perform work (DPČ). In relation to these Workers, FixIt App s.r.o. is the statutory employer: it concludes employment agreements, processes wages, remits levies, and files reports with the Czech Social Security Administration (ČSSZ) and the tax office.

3.2 Division of Responsibilities

A. Responsibility of the independent Provider (MARKETPLACE PRO / QUICK / SCHEDULED)

The independent Provider is solely responsible for:

the quality of the services provided,
meeting deadlines and agreements with the Customer,
their own insurance and business authorization,
compliance with legal regulations and occupational safety,
complaints and warranties for their services.

B. Customer's Responsibility

The Customer is responsible for:

providing accurate information about the job,
paying the agreed price,
enabling access to the place of performance,
complying with the agreed terms.

C. Operator's Responsibility

The Operator is responsible for:

the operation and functionality of the Platform,
the processing of payments made through the Platform,
personal data protection,
content moderation in accordance with the DSA,
for jobs in the REALTIME mode, also for the performance provided by its own Workers, to the extent of the service provider's responsibility.

For intermediated jobs (PRO / QUICK / SCHEDULED), the Operator is NOT responsible for:

the quality of services provided by independent Providers,
damage arising in connection with the provision of their services,
disputes between the Provider and the Customer,
the truthfulness of information provided by Providers or Customers.

IV. Registration and User Account

4.1 Registration Requirements

The following may register:

A person over 18 years of age
A legal entity through an authorized representative

Provider registration requires the following:

Name and surname / Business name
Email and phone number
Company ID (IČO), VAT ID (DIČ) (for businesses)
Proof of business authorization
Information about the services provided
Profile photo (recommended)

Worker registration (REALTIME mode) additionally involves identity verification and the collection of data necessary for the employment relationship, beyond the above; details are set out in the document Cooperation Terms and Personal Data Protection for Workers.

Customer registration requires the following:

Name and surname
Email and phone number

4.2 Identity Verification (Bank iD)

To verify the identity of Providers and Workers, the Operator uses the Bank iD service (bank identity). The scope of the data obtained through Bank iD is described in the Privacy Policy and the Cooperation Terms for Workers.

4.3 User Obligations

The User undertakes to:

provide truthful and up-to-date information,
protect their login credentials,
not use the Platform for unlawful purposes,
not provide third parties with access to their account,
comply with these T&C and legal regulations.

4.4 Account Suspension or Termination

The Operator may suspend or terminate a User Account in the event of:

a breach of these T&C,
fraudulent conduct,
repeated complaints about service quality,
failure to cooperate in identity verification,
non-compliance with legal regulations.

V. Platform Functionality

5.1 Types of Jobs

A. Instant jobs – REALTIME (on-demand)

The Customer publishes a job requiring an immediate solution.
An available Worker accepts the job; the first acceptance starts the active course of the job.
Fulfilment is secured by the Operator through its own Worker (see Art. III(B)).

B. Scheduled jobs – SCHEDULED

The Customer submits a job with a specific date.
An independent Provider confirms availability and the date; acceptance creates a direct contractual relationship between the Provider and the Customer.

C. MARKETPLACE QUICK

Smaller public fixed-price jobs fulfilled by independent Providers.

D. MARKETPLACE PRO (bidding process)

More complex jobs; independent Providers submit offers.
The Customer selects based on ratings, price, and reviews.
In the current version, payments for MARKETPLACE PRO take place outside the Platform (directly between the Customer and the Provider).

5.2 Order Process

Submitting a job: The Customer creates a request with a service description.
Response/assignment: Available Providers respond or submit offers, or a Worker is assigned for REALTIME jobs.
Selection / acceptance: The Customer selects a Provider, or the job is accepted.
Conclusion of contract: A contractual relationship arises pursuant to Art. II and III.
Provision of the service.
Rating: Both parties may rate each other.

5.3 Display and Ranking of Offers

Providers and Workers are displayed and ranked based on a combination of factors, in particular customer ratings, response speed, job completion rate, and distance from the job location.

Neither Providers nor Workers can pay for a better position in the ranking.

5.4 Seller Status Information

Is the Provider a business entity? Every independent Provider has a status shown in their profile:

Verified business (Company ID, VAT ID, trade license)
Non-business – an individual without a trade license

Important for Consumer-Customers: If you conclude a contract with an independent Provider who is not a business entity, consumer rights under Act No. 634/1992 Coll. do not apply to you (e.g., the right to withdraw from a contract within 14 days). For jobs in the REALTIME mode secured by the Operator, consumer rights against the Operator apply to the extent provided by legal regulations.

VI. Payments and Prices

6.1 Service Prices

The service price is set by the Provider (for intermediated jobs), or it is determined according to the Operator's price list (for REALTIME jobs).

The price is stated including VAT if the supplier is a VAT payer.

6.2 Payment Gateway – Stripe

Payments made through the Platform are processed by the payment service provider Stripe (Stripe Payments Europe, Ltd. and affiliated companies). The Operator uses, in particular, Stripe Connect (Express), Stripe Customers, Stripe Billing, and Stripe Identity.

Payment cards and sensitive payment data are processed directly by Stripe; the Operator has no access to full card numbers.
Providers and partners undergo verification (KYC) directly on Stripe's hosted onboarding; the Operator retains only account identifiers and capability flags (capabilities).
Stripe is certified under the PCI DSS standard.

Details about the processing of personal data are described in the Privacy Policy and on the Data Processors page.

Payment may also take place directly between the Customer and the Provider (in cash, by transfer) – in particular for MARKETPLACE PRO.

6.3 Platform Commission

The Operator charges a commission on each successfully completed job processed through the Platform.

The commission is paid by the Provider, not the Customer.
The commission is automatically deducted upon payment through the Platform.

6.4 Refunds

Before the service starts: Full refund.
After the service starts: Resolution between the Provider/Operator and the Customer.
Dispute: Mediation of the resolution by the Operator.

6.5 Tax Documents (Invoicing)

Tax documents for jobs paid through the Platform are issued by the Operator in the name and on behalf of the Provider, based on a written authorization under Section 28(7) of Act No. 235/2004 Coll., on VAT. For intermediated jobs, the supplier of the service and the person responsible for the accuracy of the data on the document is always the Provider; for REALTIME jobs, the Operator issues the document in its own name.

The document (invoice) is sent to the Customer by email (in PDF and ISDOC formats) and is available in the app and on the web in the Documents section.
After payment, the Customer receives a payment confirmation; the confirmation is not a tax document.
If a payment is refunded in full, a corrective tax document is issued.
For MARKETPLACE PRO category jobs, invoicing takes place outside the Platform – issuing the document is the sole responsibility of the Provider.

VII. Ratings and Reviews

7.1 Rating System

After a job is completed, both parties may rate each other (1–5 stars) and write a review. Ratings are mutually hidden (double-blind) until both parties have submitted their ratings or the deadline expires.

7.2 Review Rules

The following are prohibited:

offensive, vulgar, or discriminatory comments,
false information,
personal data of third parties,
spam and advertising.

The Operator has the right to remove reviews that violate these rules.

VIII. Personal Data Protection

The processing of personal data is governed by the separate Privacy Policy. The processing of Workers' data in the employment relationship is governed by the document Cooperation Terms and Personal Data Protection for Workers. A complete list of processors is provided on the Data Processors page.

Key points:

The Operator is the controller of personal data.
We process data in accordance with the GDPR.
Hosting takes place in the EU (Hetzner, Germany).

IX. Consumer Rights

9.1 Withdrawal from the Contract (consumers only)

A Consumer has the right to withdraw from a contract concluded remotely with a business entity within 14 days without giving a reason (§ 1829 of the Civil Code).

ATTENTION: This right does not apply to:

contracts with independent Providers who are not business entities,
services that have already been fully provided with the consumer's consent,
urgent repairs (where the consumer has expressly requested immediate performance).

9.2 Complaints (consumers only)

A Consumer has the right to complain about service defects to a business entity in accordance with § 1914 et seq. of the Civil Code.

Complaint procedure:

The Consumer files a complaint with the supplier (the Provider, or the Operator for REALTIME jobs).
The complaint is resolved within 30 days.
In the event of a dispute, the Consumer may contact the Operator.

9.3 Out-of-Court Dispute Resolution

A Consumer has the right to turn to the Czech Trade Inspection Authority (Česká obchodní inspekce, www.coi.cz) for the out-of-court resolution of a consumer dispute.

X. Liability and Limitation of Liability

10.1 Operator's Limitation of Liability

For intermediated jobs, the Operator bears no liability for:

the quality, safety, or legality of services provided by independent Providers,
damage arising during the provision of their services,
the Provider's inability to meet obligations,
disputes between the Provider and the Customer,
loss of profit or lost profits,
outages caused by force majeure or the technical problems of third parties.

10.2 Maximum Liability

For intermediated jobs, the Operator's maximum liability is limited to the amount of the commission paid for the specific job, unless a mandatory legal regulation provides otherwise.

XI. Digital Services Act (DSA)

11.1 Reporting Illegal Content

Users may report illegal content through:

the "Report" button on a profile or job,
email: legal@fixit.app.

11.2 Content Moderation

The Operator assesses the report without undue delay and, in the event of a violation, removes the content, suspends or terminates the account, and informs the user of the decision together with a statement of reasons.

11.3 Appeal Against the Decision

If you disagree with a content moderation decision, you may file an appeal to legal@fixit.app within 14 days.

11.4 Contact Point (DSA)

Contact point for authorities and users under the DSA: Email: legal@fixit.app

11.5 Transparency

The Operator publishes transparency reports in accordance with the DSA.

XII. Changes to the T&C

The Operator reserves the right to amend these T&C.

We will inform you of significant changes:

by email to your registered address (at least 30 days in advance),
by a notification on the Platform.

By continuing to use the Platform after the new T&C take effect, you express your consent to them.

XIII. Termination of Platform Use

13.1 Account Termination by the User

The User may terminate their account at any time in the profile settings or by sending an email to info@fixit.app. For Workers in an active employment relationship, the rules under the Cooperation Terms for Workers and the Labour Code apply.

13.2 Account Termination by the Operator

The Operator may terminate the account in the event of a breach of the T&C (see Art. 4.4).

13.3 Consequences of Termination

After account termination:

you will lose access to the Platform,
your data will be retained in accordance with the Privacy Policy, or in accordance with statutory obligations for employment and tax documents,
active jobs must be completed or cancelled.

XIV. Dispute Resolution

14.1 Governing Law

These T&C are governed by the law of the Czech Republic.

14.2 Court Jurisdiction

Disputes will be resolved by the Czech courts. In the case of a Consumer, the court of their place of residence has jurisdiction.

14.3 Alternative Dispute Resolution

A Consumer may use out-of-court dispute resolution through:

the Czech Trade Inspection Authority (Česká obchodní inspekce, www.coi.cz),
the EU online platform: ec.europa.eu/consumers/odr.

XV. Final Provisions

15.1 Contact Information

FixIt App s.r.o.

Supervisory Authorities:

Consumer protection: Czech Trade Inspection Authority (Česká obchodní inspekce, www.coi.cz)
Personal data protection: Office for Personal Data Protection (Úřad pro ochranu osobních údajů, www.uoou.cz)
DSA coordinator: Czech Telecommunication Office (Český telekomunikační úřad, www.ctu.cz)

15.2 Validity and Effectiveness

These T&C become effective on the date stated in the document header.

Last updated: July 10, 2026