Terms of Service

1.1 An online marketplace

FixItLive is an online marketplace. It lets people who need help with a home repair or project ("Homeowners") find and talk over live video with independent service providers ("Pros" or "Contractors") who offer remote, guided, do-it-yourself advice. Homeowners and Pros are both "Users."

1.2 FixItLive is not a contractor

FixItLive does not perform repairs, inspections, or any home-improvement work, and it does not provide advice itself. FixItLive is not a contractor, electrician, plumber, gas fitter, engineer, or other licensed trade, and is not registered as a contractor under chapter 18.27 RCW or any similar law. Any advice given on a call comes from the Pro, not from FixItLive.

1.3 Pros are independent

Pros are independent businesses. They are not employees, agents, joint venturers, or partners of FixItLive. Pros decide whether to accept a request, when they are available, how they give advice, and (within the Platform's limits) the per-minute rate they charge. FixItLive does not direct or control the advice a Pro gives. Any agreement for a call is between the Homeowner and the Pro. FixItLive is not a party to that agreement, except that it provides the Platform and processes payments as described in Section 7.

1.4 No endorsement

Profiles, ratings, reviews, trades, years of experience, and license details are supplied by Users. FixItLive does not guarantee they are accurate.

2.1 Who may use the Platform

You must be at least 18 years old and able to form a binding contract to use the Platform. The Platform is offered in the United States only. You may not use the Platform if we have previously suspended or removed you, or if the law prohibits you from doing so.

2.2 Your account

You must give accurate, current, and complete information, and keep it up to date. You may hold only one account per role unless we agree otherwise. You are responsible for everything that happens under your account. Keep your password confidential, and tell us right away at fixitliveadmin@gmail.com if you think your account has been used without your permission.

2.3 Additional requirements for Pros

If you offer services as a Pro, you represent and agree that:

• You hold, and will keep current, every license, registration, bond, and insurance policy required for the services you offer in each place you serve, and any license information you give us is true.
• You will offer advice only within your trade, training, and license.
• You will comply with all laws that apply to your business, including tax, consumer-protection, and licensing laws.
• You are responsible for your own tools, equipment, workspace, and expenses, and for paying your own taxes.
• You will complete Stripe's identity and payout onboarding before you can receive payments, and you agree to the Stripe Connected Account Agreement.
• You will not hold yourself out as an employee or agent of FixItLive.

FixItLive does not perform criminal background checks on Users, and it does not independently verify every license, insurance policy, or credential a Pro lists. Pros who get paid must pass identity verification run by our payment processor, Stripe; that verification is for payment and fraud purposes and is not an endorsement of the Pro's skill. Where we show a badge or statement that something has been checked, it means only what that badge or statement says.

You are responsible for deciding whether a Pro is right for you. Before relying on a license, we encourage you to look it up with the issuing agency (for example, the Washington State Department of Labor & Industries). Never let anyone into your home, and never share access codes, based only on a FixItLive profile.

4.1 Guidance only

Calls on FixItLive are for remote guidance and information. A Pro cannot see everything a person on site can see, and cannot touch, test, or inspect your home. Advice given on a call is not a substitute for an in-person inspection or for work performed by a licensed professional, and it does not satisfy any permit, code, or inspection requirement.

4.2 Emergencies

FixItLive is not an emergency service. If anyone is in danger, or you smell gas, see smoke, sparks, or fire, notice flooding near electricity, or suspect carbon monoxide, stop, leave the area, and call 911. For a suspected gas leak, leave first, then call 911 or your gas utility from a safe place. Do not use the Platform to manage an emergency.

4.3 Electrical, gas, and other high-risk work

Work on electrical panels, wiring, gas lines and appliances, roofing, structural elements, asbestos, lead paint, mold, and similar hazards can cause serious injury, death, or property damage, and in many places must be done by a licensed professional or under a permit. A Pro may decline to guide any task they think is unsafe for you to attempt. You agree to follow all laws and permit rules, to turn off power, water, or gas when appropriate, and to use proper protective equipment. If you are unsure, stop and hire a licensed professional to do the work in person.

4.4 You decide, and you accept the risk

You alone decide whether to attempt any task discussed on a call, and you do so at your own risk. To the fullest extent the law allows, you assume all risks of injury, illness, death, and property damage that result from tasks you choose to attempt, including risks that come from tools, materials, the condition of your home, or advice that turns out to be incomplete or wrong.

Homeowners can send a request, chat with Pros who respond, schedule a call, or start a call when a Pro is available. Times shown on the Platform are shown in your local time zone. A scheduled call is not guaranteed until both people have confirmed it. Either person can end a call at any time.

In-app chat is for clarifying the problem and the tools needed. You agree not to use chat or calls to share phone numbers, email addresses, street addresses, social media handles, or payment details, except where the Platform specifically asks for them. We use automated tools to detect and hide contact information and abusive content in chat (see Section 9 and our Privacy Policy).

Washington law requires the consent of all parties before a private conversation is recorded. Some calls on FixItLive may be recorded for safety, quality, and to resolve payment or service disputes.

Before a call can be recorded, each participant is shown a recording notice and must agree to it in the app. By tapping to agree, you give your express consent to the recording of the audio and video of that call, and you agree that the recording may be stored and used as described in our Privacy Policy. If you do not agree, do not join a recorded call. You must not record any call by other means (for example, screen recording or a second device) unless every participant has expressly agreed to it.

Recordings are not routinely shared with other Users. We may review a recording to investigate a report, a dispute, a safety concern, or a suspected violation of these Terms, or when the law requires it.

7.1 Payment processing

Payments on FixItLive are processed by Stripe, Inc. and its affiliates ("Stripe") through Stripe Connect. By using the Platform, you agree to Stripe's Services Agreement (and, for Pros, the Stripe Connected Account Agreement). FixItLive does not store your full card number. FixItLive acts as the Pro's limited payment collection agent solely for the purpose of accepting payment from Homeowners. A Homeowner's payment obligation to the Pro is satisfied when the payment is received by FixItLive or Stripe on the Pro's behalf.

7.2 Per-minute pricing

Calls are billed by the minute for time actually connected, rounded up to the next full minute. The price per minute, any introductory rate, and an estimate of the total are shown before you start or confirm a call. Prices may vary by Pro.

7.3 Card authorization holds

Before a call starts, we may place a temporary authorization hold on your card for an estimated amount. A hold is not a charge. When the call ends, the hold is replaced by the actual charge (or released if no charge is owed). Your bank controls how long it takes for a released hold to disappear from your statement.

7.4 Platform fee

FixItLive charges a service fee for use of the Platform. For Homeowners, the price shown at booking is what you pay for call time, plus any applicable taxes. For Pros, a platform fee is deducted from the amount paid for each call, as shown in the app before you accept work and in your earnings details. We may change our fees going forward by updating them in the app; changes do not apply to calls already completed.

7.5 Taxes

Where the law requires, we will calculate and collect sales or similar taxes on calls and show them on your receipt. Pros are responsible for their own income taxes and for any other taxes on their business. Stripe may issue tax forms (such as Form 1099-K) to Pros where required.

7.6 Payouts to Pros

Pros receive payouts through Stripe to the bank account they connect. Payout timing is set by Stripe and may be delayed for verification, risk review, disputes, or chargebacks. We may hold, offset, or reverse a payout to cover refunds, chargebacks, or amounts owed under these Terms.

7.7 Refunds and disputes

If something went wrong with a call (for example, the call dropped, you were billed for time you did not talk, or a Pro did not show up), contact us within 30 days at fixitliveadmin@gmail.com or through Support in the app. We will review the call record and may issue a full or partial refund at our reasonable discretion. Refunds go back to the original payment method. If you file a chargeback with your bank instead of contacting us, we may suspend your account while the dispute is open. Nothing in this Section limits any refund right you have under applicable law.

7.8 Failed payments

If a charge fails, we may retry it, charge another payment method on file, or restrict your account until the balance is paid.

You can cancel a scheduled call in the app at any time before it starts. We currently do not charge a cancellation fee; you pay only for connected call time. If we introduce cancellation or no-show fees, we will show them clearly before you book, and they will apply only to calls booked after the change. Repeated late cancellations or no-shows by either Homeowners or Pros may lead to limits on, or suspension of, an account.

You agree not to:

• Break any law, or help anyone else break one.
• Give advice outside your license or training, or misrepresent your identity, qualifications, licenses, or insurance.
• Harass, threaten, discriminate against, or demean anyone, or share sexual, violent, or hateful content.
• Show or record anyone on a call without their consent, or capture other people's images or private information.
• Share or ask for contact details or payment details to take a transaction off the Platform (see Section 10).
• Post false, misleading, or paid reviews, or manipulate ratings.
• Use the Platform to send spam or unrelated advertising.
• Copy, scrape, crawl, or harvest data from the Platform, or use bots or automated means to access it, except as we allow in writing.
• Interfere with, probe, or try to bypass the security or rate limits of the Platform, or upload malware.
• Reverse engineer or decompile the Platform, except where the law allows it.
• Use another person's account, card, or bank account without permission.

We may remove content, limit features, or suspend or close accounts that we reasonably believe violate these rules.

FixItLive is able to offer the Platform because transactions happen on it. For 12 months after you first connect with another User through the Platform, you agree not to arrange, pay for, or accept payment for remote guidance services with that User outside the Platform, or to ask or encourage them to do so. Sharing contact information to get around the Platform will be flagged and may lead to suspension or removal of your account. If a Pro wants to do in-person work for a Homeowner, that work is outside the Platform and is entirely between them; FixItLive has no responsibility for it.

11.1 Your content

"User Content" means anything you submit to the Platform, including your profile, photos, descriptions of a problem, chat messages, reviews, and call audio and video. You keep ownership of your User Content. You are responsible for it and you promise you have the right to share it.

11.2 License you give us

You grant FixItLive a worldwide, non-exclusive, royalty-free, transferable, and sublicensable license to host, store, copy, process, display, and transmit your User Content, and to adapt it (for example, resizing a photo), in order to operate, protect, and improve the Platform, to enforce these Terms, and as described in our Privacy Policy. For profile information and reviews you choose to make public, this license also lets us display them on and in connection with the Platform. This license ends when your content is deleted from our systems, except for content others have already received, content we must keep by law, and backups kept for a limited time.

11.3 Reviews

Reviews must reflect a real experience. We do not edit reviews to change their meaning, but we may remove reviews that break these Terms or the law.

11.4 Feedback

If you send us ideas or suggestions, we may use them without any obligation to you.

The Platform, including its software, design, text, graphics, and the FixItLive name and logo, is owned by FixItLive or its licensors and protected by intellectual property laws. Subject to these Terms, we grant you a limited, personal, non-exclusive, non-transferable, revocable license to use the Platform for its intended purpose. You may not use our trademarks without our written permission.

We respect intellectual property rights. If you believe content on the Platform infringes your copyright, send a notice to our designated agent at FixItLive LLC, Attn: Copyright Agent, 16108 Ash Way Suite 201, Lynnwood, WA 98087, or fixitliveadmin@gmail.com. Your notice must include: (a) your physical or electronic signature; (b) identification of the copyrighted work; (c) identification of the material you claim is infringing and where it is located on the Platform; (d) your contact information; (e) a statement that you have a good-faith belief that the use is not authorized by the copyright owner, its agent, or the law; and (f) a statement, under penalty of perjury, that the information in the notice is accurate and that you are the copyright owner or authorized to act for the owner. We may remove the material and, in appropriate circumstances, close the accounts of repeat infringers. If your content was removed, you may send a counter-notice as permitted by 17 U.S.C. § 512(g).

The Platform relies on third-party services, including Stripe for payments, Daily for video calls, and Google Firebase for hosting and data storage. Your use of those services may be subject to their own terms. We are not responsible for third-party websites, apps, or services, or for their availability.

TO THE FULLEST EXTENT PERMITTED BY LAW, THE PLATFORM AND ALL CONTENT AND SERVICES ON IT ARE PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, AND ANY WARRANTIES ARISING FROM COURSE OF DEALING OR USAGE OF TRADE. FIXITLIVE DOES NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE, THAT CALLS WILL CONNECT OR KEEP GOOD AUDIO AND VIDEO QUALITY, OR THAT ANY ADVICE, PRO, OR RESULT WILL MEET YOUR EXPECTATIONS. FIXITLIVE MAKES NO WARRANTY ABOUT THE QUALITY, SAFETY, LEGALITY, OR ACCURACY OF ANY ADVICE GIVEN BY A PRO, OR ABOUT ANY USER'S IDENTITY, LICENSES, OR CONDUCT. SOME STATES DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES, SO SOME OF THESE EXCLUSIONS MAY NOT APPLY TO YOU.

TO THE FULLEST EXTENT PERMITTED BY LAW, FIXITLIVE AND ITS MEMBERS, MANAGERS, EMPLOYEES, AGENTS, AND SUPPLIERS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, DATA, OR GOODWILL, OR FOR PERSONAL INJURY OR PROPERTY DAMAGE, ARISING FROM OR RELATED TO THE PLATFORM, ANY CALL, ANY ADVICE, ANY TASK YOU ATTEMPT, OR THE CONDUCT OF ANY USER, WHETHER BASED ON WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), OR ANY OTHER LEGAL THEORY, EVEN IF WE WERE TOLD SUCH DAMAGES WERE POSSIBLE.

TO THE FULLEST EXTENT PERMITTED BY LAW, FIXITLIVE'S TOTAL LIABILITY FOR ALL CLAIMS RELATED TO THE PLATFORM IS LIMITED TO THE GREATER OF (A) THE AMOUNTS YOU PAID TO FIXITLIVE IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM, OR (B) $100.

These limits apply even if a remedy fails of its essential purpose. They do not limit liability that cannot be limited by law, such as liability for our gross negligence, willful misconduct, or fraud, or for death or personal injury caused by our own negligence where the law does not allow it to be limited.

Disputes about advice, calls, or services are between Homeowners and Pros. To the fullest extent the law allows, you release FixItLive from claims, demands, and damages of every kind arising out of or connected with any dispute between you and another User. If you are a California resident, you waive California Civil Code § 1542, which says: "A general release does not extend to claims that the creditor or releasing party does not know or suspect to exist in his or her favor at the time of executing the release and that, if known by him or her, would have materially affected his or her settlement with the debtor or released party." This release does not apply to claims that cannot be released by law.

You agree to defend, indemnify, and hold harmless FixItLive and its members, managers, employees, and agents from any claims, losses, liabilities, damages, fines, and expenses (including reasonable attorneys' fees) arising out of (a) your use of the Platform; (b) your User Content; (c) your breach of these Terms or of any law; (d) your violation of anyone's rights; and (e) if you are a Pro, the advice or services you provide, your licensing and tax obligations, and any claim that you are an employee of FixItLive. We may take over the defense of a claim at our own expense, and you will cooperate with us.

You may stop using the Platform at any time and may delete your account from Settings or by emailing us. We may suspend, limit, or close your account, or remove content, if we reasonably believe you broke these Terms or the law, created risk for other Users or for FixItLive, or if we are required to by law or by our payment processor. Where appropriate and lawful, we will tell you why and give you a chance to respond. Sections that by their nature should survive (including payment obligations, Sections 11 through 18, 20, and 23) survive termination. Deleting your account does not cancel amounts already owed.

20.1 Try to resolve it informally first

Before starting a formal proceeding, you and FixItLive agree to try to resolve the dispute informally for at least 30 days. Send a written notice describing your claim and the relief you want to fixitliveadmin@gmail.com and to FixItLive LLC, 16108 Ash Way Suite 201, Lynnwood, WA 98087. We will send any notice to the email on your account.

20.2 Agreement to arbitrate

Except as described below, you and FixItLive agree that any dispute, claim, or controversy arising out of or relating to these Terms or the Platform ("Claim") will be resolved by final and binding individual arbitration, and not in court. The Federal Arbitration Act governs this Section. The arbitrator decides all issues, except that a court decides questions about the validity, scope, and enforceability of the class waiver and of this Section 20.2.

20.3 Exceptions

Either party may (a) bring an individual claim in small claims court if it qualifies; or (b) seek an injunction in court to stop infringement or misuse of intellectual property. Nothing in this Section prevents you from reporting matters to a government agency.

20.4 Rules and costs

Arbitration will be administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules then in effect, or by another provider we agree on in writing. The arbitration will take place in Snohomish County, Washington, or by video or phone, or in the county where you live if you prefer. For Claims of $10,000 or less, you may choose to have it decided based only on written submissions. FixItLive will pay the filing, administrative, and arbitrator fees beyond what you would pay to file in court, unless the arbitrator finds your Claim frivolous. The arbitrator may award any individual relief a court could award.

20.5 Class action and jury waiver

YOU AND FIXITLIVE EACH AGREE THAT CLAIMS MAY BE BROUGHT ONLY IN AN INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, COLLECTIVE, CONSOLIDATED, OR REPRESENTATIVE PROCEEDING. YOU AND FIXITLIVE EACH WAIVE ANY RIGHT TO A JURY TRIAL. If this class waiver is found unenforceable for a Claim, that Claim (and only that Claim) will be decided in court under Section 21, not in arbitration.

20.6 Mass filings

If 25 or more similar Claims are brought by the same or coordinated counsel, the parties agree that the Claims will be administered in batches under the AAA's mass arbitration procedures, and that the statute of limitations is paused for Claims waiting to be heard.

20.7 Your right to opt out

You can opt out of this arbitration agreement by sending a written notice within 30 days after you first accept these Terms. Email fixitliveadmin@gmail.com with the subject "Arbitration Opt-Out," or mail FixItLive LLC, 16108 Ash Way Suite 201, Lynnwood, WA 98087. Include your name, the email on your account, and a clear statement that you want to opt out of arbitration. Opting out does not affect any other part of these Terms.

20.8 Changes to this Section

If we change this Section after you accepted it, you may reject the change by sending us written notice within 30 days of the change, and the prior version will continue to apply to you.

These Terms are governed by the laws of the State of Washington, without regard to its conflict-of-laws rules, and, where applicable, by the Federal Arbitration Act. For any Claim that is not subject to arbitration, you and FixItLive agree to the exclusive jurisdiction of the state and federal courts located in Snohomish County or King County, Washington.

22.1 Electronic communications

You agree that we may send you notices, receipts, and other communications electronically, by email, in-app message, or push notification, and that electronic communications satisfy any legal requirement that they be in writing. You agree that checking a box or tapping a button is your electronic signature.

22.2 Text messages and notifications

If you give us a mobile number and opt in, you agree that FixItLive may send you account, security, scheduling, and call-related text messages at that number. Message frequency varies. Message and data rates may apply. We will not send marketing texts unless you separately agree to receive them, and consent to marketing texts is never a condition of using the Platform. Reply STOP to stop texts or HELP for help. You can turn push notifications on or off in your device settings and in the app's notification settings.

These Terms, together with our Privacy Policy and any policies posted in the app, are the entire agreement between you and FixItLive about the Platform. If any provision is found unenforceable, the rest stays in effect. Our failure to enforce a provision is not a waiver. You may not assign these Terms without our written consent; we may assign them in connection with a merger, acquisition, or sale of assets. There are no third-party beneficiaries, except as stated in Sections 16 through 18. We are not responsible for delays caused by events beyond our reasonable control. Headings are for convenience only.

23.1 Apple and Google app stores

If you downloaded our app from the Apple App Store or Google Play, you acknowledge that these Terms are between you and FixItLive only, not Apple or Google; that Apple and Google have no obligation to provide support for the app; and, for the Apple app, that Apple and its subsidiaries are third-party beneficiaries of these Terms with the right to enforce them against you.

We may update these Terms from time to time. If a change is material, we will notify you in the app or by email at least 14 days before it takes effect, and we may ask you to accept the updated Terms. The "Last updated" date shows when the Terms last changed. If you keep using the Platform after a change takes effect, the updated Terms apply. If you do not agree, stop using the Platform and delete your account.

We want FixItLive to be usable by everyone. If you have trouble using any part of the Platform, including because of a disability, email fixitliveadmin@gmail.com and we will work with you to provide the information or service in another way.

FixItLive LLC
16108 Ash Way Suite 201
Lynnwood, WA 98087
fixitliveadmin@gmail.com