Terms of Service

About these terms

These terms apply to the current FixPilot website and pilot service in Newcastle and surrounding areas. Our formal legal-entity and business-address details will be added before commercial launch. You can contact us at info@fixpilot.uk.

Submitting a request

Sending the form creates a repair request for manual review. It is not a confirmed appointment, acceptance of a job, quotation or promise that a professional is available. We will review the details and normally contact you to clarify the problem and agree what happens next.

Preferred dates and times

Any date or time range you choose is a preference only. A visit is arranged only after FixPilot has contacted you and the timing has been confirmed. Availability can change, and we may offer a different time or be unable to arrange the request.

Urgent requests and emergencies

Marking a request as urgent helps us prioritise manual review, but it does not guarantee an immediate response or emergency attendance. Do not rely on FixPilot where there is an immediate risk to life, health or property. Contact the appropriate emergency service, utility emergency line or another qualified emergency provider instead.

Scope, cost and approval

There is no charge for submitting a request. The work required, likely cost, who is responsible for payment, any landlord or owner approval, and the identity of the party carrying out or contracting for the work must be agreed before chargeable work is arranged. FixPilot will not treat submission of the form alone as approval to incur a charge.

Your responsibilities

To help us handle the request safely and accurately, you must:

• Provide information that is accurate to the best of your knowledge and tell us if it changes.
• Use contact details you are entitled to provide and remain reasonably available for follow-up.
• Have the authority or permission needed to request work and arrange access to the property.
• Tell us about known hazards, access restrictions or other circumstances relevant to a visit.
• Use the service lawfully and do not upload unlawful, harmful or unrelated material.

Owners, landlords and tenants

If another person must approve or pay for the work, you are responsible for telling us and for providing only details you are allowed to share. A tenant’s request does not by itself confirm that a landlord or property manager has approved the work or accepted a cost.

Photos and videos

Media is optional. If you upload it, you confirm that you are entitled to share it and allow FixPilot to use it only as reasonably needed to review, arrange and support this repair. Avoid including people, documents or other private information that is not relevant to the problem.

Contact about your request

We use the phone number you provide for service-related contact about this repair. WhatsApp may also be used once that operational channel is enabled. These contacts are not marketing messages. If your details change or you no longer need help, tell us as soon as possible.

Changes, refusal and cancellation

You may ask to change or cancel a request by contacting FixPilot. We may decline or stop handling a request where it is outside our service area or capability, information or access is unavailable, the request is unsafe or unlawful, or no suitable professional is available. We will explain the position where reasonably possible.

Availability and complaints

The website may occasionally be unavailable for maintenance or reasons outside our control. If you have a question or complaint about the service or a repair request, email info@fixpilot.uk with your request reference where possible. We will review it manually and respond as soon as reasonably practical.

Consumer rights and future updates

Nothing in these terms removes rights that cannot lawfully be excluded. Formal entity details and final provisions on cancellation, responsibility and applicable law remain commercial-launch requirements and will receive UK solicitor review before those terms are relied on for paid customer work.

We may update these terms as the service develops. The date above shows the latest revision. Please check this page before submitting a new request.