Please read these Terms of Service ("Terms") carefully before using the ProntoFix platform. By placing a booking, registering an account, or otherwise accessing or using our services, you agree to be bound by these Terms in full. If you do not agree, you must not use the platform.
ProntoFix Ltd ("ProntoFix", "we", "our", or "us") operates an online platform that connects customers with independent self-employed tradespeople in the United Kingdom.
ProntoFix does not provide trade services directly and is not a contractor, employer, agent, or partner of any tradesperson listed on the platform. All tradespeople operate as independent contractors and are solely responsible for the services they provide.
By using the platform, you acknowledge and accept that ProntoFix acts solely as a technology marketplace and booking intermediary, and that the contract for services is formed directly between the customer and the tradesperson.
By using the platform, you confirm that:
When placing a booking request through ProntoFix, you authorise us to place a temporary hold ("pre-authorisation") on your nominated payment method for the applicable callout fee and any stated platform charges.
The callout fee covers the tradesperson's attendance at your property and includes the ProntoFix platform service fee. It is payable upon the tradesperson's attendance, regardless of whether work is ultimately carried out.
The held funds may be captured once:
You acknowledge that the initial callout fee may not represent the full cost of the work required. By submitting a booking, you authorise ProntoFix and/or the tradesperson to charge further amounts as set out in clauses 4 and 5 below.
Upon attending your property, the tradesperson will assess the work required. If additional time or labour is needed beyond what the initial callout fee covers, the tradesperson will provide you with a quote for those additional charges prior to commencing substantive work.
By authorising additional work — whether verbally, in writing, by electronic confirmation, or by permitting the tradesperson to proceed — you enter into a binding agreement to pay all quoted additional charges. This agreement is formed directly between you and the tradesperson, with ProntoFix acting solely as payment processor.
Additional charges may include, without limitation:
ProntoFix will attempt to capture any agreed additional charges from your payment method on file. You expressly authorise ProntoFix to charge your payment card for all amounts due, including initial and additional charges, without requiring a separate authorisation for each transaction, provided those charges have been agreed (as described above) or otherwise fall due under these Terms.
You acknowledge that it is your responsibility to agree a price with the tradesperson before authorising any work to begin. Once work has commenced with your authorisation, you will not be entitled to withhold payment on the basis that the work cost more than anticipated.
If any payment attempt — whether for the initial callout fee, additional charges, or any other amount due — is declined, fails, or is reversed for any reason:
Where a payment is charged back, disputed, or reversed through your card issuer or bank without valid grounds (as determined by ProntoFix acting reasonably), ProntoFix reserves the right to pursue recovery of the full amount plus any associated chargeback fees, administration costs, and legal costs.
You agree not to initiate a chargeback or payment dispute in respect of charges that have been properly authorised under these Terms. If you have a legitimate grievance, you must contact ProntoFix at hello@prontofix.uk before initiating any dispute with your card issuer.
ProntoFix does not guarantee the availability, suitability, response time, quality, legality, licensing status, qualifications, or fitness for purpose of any tradesperson.
Any estimated arrival times provided are estimates only and shall not constitute a contractual commitment. ProntoFix accepts no liability for delays caused by traffic, weather, or other circumstances beyond its control.
Where no tradesperson is available and confirmed within the advertised response window, any pre-authorised callout fee will be released or refunded in full. This is your sole remedy in the event of non-fulfilment by ProntoFix.
By placing a booking, you agree to:
Where a tradesperson is unable to carry out work due to your failure to comply with the above — including but not limited to no access to the property, unsafe conditions, or inaccurate job information — the callout fee shall remain payable in full and ProntoFix accepts no liability for any resulting loss or inconvenience.
You remain solely responsible for assessing and accepting any quotation provided by a tradesperson before authorising work to begin. ProntoFix is not party to that agreement and cannot be held responsible for the price, scope, or outcome of the work.
All tradespeople operating through the platform are independent contractors. They are not employees, workers, agents, sub-contractors, or representatives of ProntoFix in any capacity.
Each tradesperson is solely and exclusively responsible for:
ProntoFix does not supervise, direct, or control any tradesperson's work and makes no warranty as to the quality, suitability, or safety of any services provided. ProntoFix carries out proportionate vetting checks on tradespeople but cannot guarantee the accuracy or completeness of information provided by them.
You may cancel a booking at no charge before a tradesperson has been confirmed as en route to your property.
Once a tradesperson has been confirmed as travelling to your property:
Additional charges may become payable, and no refund will be issued, where:
Refund decisions in all other cases remain at ProntoFix's sole and reasonable discretion, except where a refund is required by applicable consumer protection law.
Any dispute relating to workmanship, pricing, timescales, damages, personal injury, loss of property, or service quality is a matter strictly between the customer and the relevant tradesperson.
ProntoFix may, entirely at its own discretion, attempt to facilitate communication or informal resolution between the parties, but is under no obligation to investigate, mediate, compensate, indemnify, reimburse, or otherwise resolve any such dispute.
Where a customer wishes to raise a concern about a tradesperson, they should contact ProntoFix at hello@prontofix.uk. ProntoFix may take such action as it deems appropriate, including removing a tradesperson from the platform, but this shall not create any financial liability on the part of ProntoFix.
Users must not:
ProntoFix reserves the right to suspend, restrict, or permanently terminate any account at its sole discretion and without notice where these Terms are breached. ProntoFix further reserves the right to pursue damages in respect of any loss caused by prohibited conduct.
To the fullest extent permitted by the laws of England and Wales, ProntoFix shall not be liable to any user (whether in contract, tort, negligence, or otherwise) for:
ProntoFix's total aggregate liability to a customer arising out of or in connection with any single booking shall in no circumstances exceed the total platform fees paid directly to ProntoFix in respect of that specific booking.
Nothing in these Terms limits or excludes liability for death or personal injury caused by ProntoFix's own negligence, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under the Consumer Rights Act 2015 or other applicable UK legislation.
You agree to fully indemnify, defend, and hold harmless ProntoFix, its directors, officers, employees, agents, and affiliates from and against any and all claims, demands, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with:
All platform content, branding, trade marks, logos, software, code, designs, and materials are the exclusive property of ProntoFix Ltd and are protected by applicable intellectual property law. Nothing in these Terms grants you any right to use, copy, reproduce, distribute, modify, or commercialise any such materials without the prior express written consent of ProntoFix Ltd.
ProntoFix processes personal data in accordance with its Privacy Policy and applicable UK data protection legislation, including the UK GDPR and the Data Protection Act 2018. By using the platform, you consent to such processing as described in the Privacy Policy.
ProntoFix reserves the right to modify, suspend, or discontinue any part of the platform at any time and without liability to you.
We may update these Terms at any time. Where we make material changes, we will endeavour to notify registered users by email. Continued use of the platform following any update constitutes your acceptance of the revised Terms. It is your responsibility to review the Terms periodically.
These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes) shall be governed by and construed in accordance with the laws of England and Wales.
Each party irrevocably agrees to submit to the exclusive jurisdiction of the courts of England and Wales to settle any dispute or claim arising out of or in connection with these Terms or their subject matter.
For all enquiries, complaints, or legal notices, please contact us at:
ProntoFix Ltd
Email: hello@prontofix.uk
We aim to respond to all enquiries within 2 business days.
© 2026 ProntoFix Ltd. All rights reserved.