12Fix Terms of Service

Version 1.3

Effective date: 2026-09-21

These Terms explain the rules for using 12Fix as a customer, worker, tool rental shop, or supply shop. By creating an account, posting a request, sending a quote, accepting a job, uploading evidence, or using 12Fix support, you agree to these Terms and the Privacy Policy.

If a translated version conflicts with the English version, the English version controls to the extent permitted by applicable law.

1. What 12Fix does

12Fix is a marketplace platform that helps customers request repair, building, maintenance, moving, tool rental, and supply services. 12Fix provides account tools, request tools, messaging, payment review tools, document tools, support workflows, and safety checks. Workers, supply shops, tool rental shops, companies, company managers, and company staff who use 12Fix are independent marketplace users. Unless 12Fix states otherwise in writing, 12Fix does not perform the work, rent the tools, sell the supplies, employ the workers or shops, supervise provider staff, act as a construction contractor, repair contractor, seller, lessor, carrier, insurer, bank, payment institution, or escrow provider.

2. Accounts, roles, and verification

You must give accurate account, contact, language, location, role, identity, business, bank, license, certificate, request, quote, delivery, and payment information. Some actions require verification first. Verification helps reduce risk, but it is not a guarantee, endorsement, license confirmation, insurance confirmation, or promise that a person, shop, document, quote, item, tool, or job is safe, legal, available, or suitable.

3. User responsibilities

You are responsible for using the app lawfully and safely, checking job and site conditions, giving clear instructions, keeping your login secure, following applicable licensing and tax rules, and deciding whether to accept a request, quote, rental, supply order, pickup, delivery, or completion. Workers, shops, companies, company managers, and staff are responsible for their own skills, work, goods, tools, stock, staff, transport, vehicles, safety practices, permits, licenses, insurance, tax obligations, warranties, and quality of work or goods.

If a company, shop, or account owner allows staff or another person to use an account, that account owner is responsible for the actions, quotes, messages, documents, bank details, delivery actions, pickup actions, work, goods, and evidence submitted through that account.

4. Prohibited conduct

You must not upload false documents, impersonate another person, misrepresent skills or goods, hide important risks, abuse refunds, manipulate reviews, threaten users, harass users, send illegal content, attempt fraud, bypass required platform payments or communication, share private contact details to avoid platform rules, damage tools or property, or use 12Fix for unsafe, illegal, or prohibited services.

5. Requests, quotes, and acceptance

Customers create requests and may choose a fixed price, request quotes, rent tools, or request supplies. Workers and shops must quote honestly and include the price, scope, timing, materials, delivery, pickup, deposit, damage, return, and cancellation details required by the app. A request is not confirmed until the required acceptance, payment, and verification steps shown in the app are complete.

6. Payments, fees, invoices, payouts, refunds, and deposits

12Fix may use manual bank transfer review, payment proof upload, internal payment-hold records, invoices, receipts, payout records, refund records, and deposit records. A payment slip, transfer screenshot, bank notification, or user message does not mean that a payment is accepted. A payment is accepted only after 12Fix Finance verifies the transfer, amount, reference, and related request.

Customer-visible totals may include the worker or shop quote, delivery or pickup amounts, deposits, insurance or protection amounts where selected, taxes where applicable, and a 12Fix customer platform fee or markup shown in the app before the customer pays. Worker, supply-shop, and tool-rental-shop payouts may have a 12Fix provider platform fee deducted where shown in the app or payout receipt. Fees, calculations, and payout timing may change for future requests, but the app shows the relevant amount before the user accepts, pays, or submits a quote.

Providers are paid only after the app flow, completion evidence, delivery or handover proof, return proof where required, customer confirmations where required, and 12Fix Finance review allow release. 12Fix may delay, hold, reject, reverse, offset, or split a payout, refund, deposit release, or fee when required for payment verification, incorrect bank details, duplicate or mistaken transfers, fraud checks, chargeback risk, support review, cancellation review, dispute handling, tool condition review, delivery proof, tax or accounting records, or legal compliance.

Refunds and deposit returns are sent only to a verified eligible bank account for the correct user or business profile. Users are responsible for keeping their bank account and payout or refund details accurate. Bank processing time, failed transfers, incorrect account details, banking outages, and third-party payment delays are not controlled by 12Fix.

Tool-rental deposits may be held until pickup, delivery, return, inspection, damage, late-return, loss, cleaning, missing-part, and dispute checks are complete. 12Fix may use support evidence and app records to decide whether a deposit is returned fully, returned partly, held longer, or applied to verified damage, late fees, loss, missing parts, cleaning, or other amounts allowed by the app rules and applicable law.

7. Cancellations, no-shows, disputes, and support decisions

Cancellation and no-show rules may depend on the request type, timing, payment status, delivery status, work status, tool condition, evidence, and support review. Customers, workers, tool rental shops, and supply shops must give truthful reasons and evidence when cancelling or disputing a request. 12Fix Support may review the case and may apply warnings, temporary blocks, account restrictions, refunds, payout holds, deposit holds, or other operational actions allowed by the app rules and applicable law.

12Fix Support decisions are operational marketplace decisions based on the available app records, user submissions, payment records, and support evidence. They are not a court decision, insurance decision, expert construction assessment, expert repair assessment, or legal determination. Users remain responsible for pursuing any rights they may have directly against another user or a third party where applicable law allows it.

8. Communication, translation, and evidence

Chat, photos, videos, audio, before and after proof, delivery proof, pickup proof, return proof, tool condition proof, support tickets, notifications, and dispute evidence may be stored and reviewed to operate the marketplace, protect users, prevent fraud, and resolve disagreements. Translations may be provided for convenience and can be inaccurate; users should ask for clarification before relying on unclear translated text.

9. Completion, ratings, and reviews

Users should confirm completion only when the work, rental, supply order, pickup, delivery, or return is actually complete. If something is wrong, users should use support or dispute tools instead of confirming completion. Ratings and reviews must be honest, fair, related to the request, and free from threats, private data, hate, spam, or unlawful content.

10. Worker Levels and job access

Basic, Bronze, Silver, and Gold are Worker Levels earned from verified marketplace performance. 12Fix may use completed paid jobs, published customer reviews and ratings, provider-fault cancellations, refunds, disputes, verification status, account restrictions, and other qualification or safety information described in the app to calculate a Worker Level. Worker Levels cannot be purchased, renewed, or unlocked with a code. Commission or payout-boost promotions are separate from Worker Levels and do not change a Worker Level or job-access priority.

Worker Levels affect when an eligible worker may first see or respond to a new service job. For this purpose, an eligible worker has an active, approved worker account; matches the required service category and job area; is available; and passes the safety, identity, payout-readiness, account-restriction, and user-block checks that apply to the job. If no eligible worker exists at a higher-priority level, the system gives immediate access to the highest level with an eligible worker. A Worker Level does not guarantee access to any particular job, selection by a customer, work, income, payout, response time, or continued status.

Promotion may occur automatically when the current requirements are met, although an open service-job dispute may pause promotion. If performance falls below the current requirements, a 14-day grace period applies before a performance-based reduction unless performance recovers. Loss of verification or an active account restriction may immediately cap the level at Basic. Current qualification, access, promotion, pause, grace-period, and reduction rules are shown in the app and may be updated when the service changes.

11. Account restrictions and safety actions

12Fix may warn, limit, suspend, block, or delete accounts, content, requests, quotes, payments, payouts, promotions, or messages when needed for safety, fraud prevention, legal compliance, platform integrity, non-payment, chargeback risk, repeated cancellations, abusive behaviour, document problems, or suspected rule violations. Affected users may contact 12Fix Support where an appeal or review flow is available.

12. No guarantee and limitation of responsibility

To the extent permitted by law, 12Fix does not guarantee uninterrupted service, user availability, worker quality, shop stock, tool condition, job outcome, repair result, construction result, maintenance result, exact arrival times, delivery or pickup time, translation accuracy, map accuracy, tax treatment, provider licenses, provider insurance, provider permits, provider conduct, provider warranties, or that every dispute will be resolved in a particular way.

Workers, supply shops, tool rental shops, companies, company managers, and company staff remain responsible for their work, goods, tools, staff, vehicles, safety, site conduct, warranties, and any damage, injury, loss, delay, defect, missing item, poor workmanship, unsafe work, or property damage they cause or agree to cover. Any warranty or guarantee offered by a worker, shop, company, or company staff member is that provider's responsibility, not 12Fix's responsibility, unless 12Fix separately states otherwise in writing.

12Fix is not responsible for indirect losses, lost profit, lost business, or consequences caused by user-provided information, user conduct, third-party services, network failure, banking delays, device problems, force majeure, or work, delivery, pickup, tool, supply, staff, or site issues caused by another marketplace user.

13. Changes to the platform and these Terms

12Fix may update app features, fees, Worker Levels, qualification and access rules, safety rules, cancellation rules, verification rules, payment flows, and these Terms when the service changes. The latest version shown in the app is the version users review when creating or updating their account agreement.

14. Support

For account, safety, payment, refund, payout, cancellation, dispute, privacy, or deletion questions, use the Help and Support section in the app.

Published version 1.3 · Requested language EN