Privacy Policy

Who we are

FIXR is a platform that connects homeowners with verified local tradespeople ("tradies") for home services in Australia. This Privacy Policy explains how we collect, use, and share your personal information when you use our website (fixrapp.com.au), our mobile apps for iOS and Android, or our web app (app.fixrapp.com.au). The operator of this service is identified at the top of this page.

Information we collect

We collect the following categories of information:

Account information: your name, email address, mobile phone number, and address (postcode and street address).

For tradies: your Australian Business Number (ABN), trade qualifications, identification documents you upload during onboarding, insurance information, and business profile photos.

Job-related information: descriptions of jobs you post or accept, photos you upload, the postcode of the job location, and messages you exchange with other users through the platform.

Payment information: payment instruments are handled directly by Stripe, our payment processor. We do not store full card numbers on our systems. We do retain transaction metadata such as amounts, timestamps, and Stripe transaction identifiers.

Technical information: device type, browser, IP address, crash logs, and basic usage analytics required to run the service and diagnose issues.

How we use your information

We use your information to: match you with relevant tradies or jobs based on your postcode and trade category; process payments and refunds through Stripe; verify tradie identities and prevent fraud; send transactional notifications about your jobs (via email, SMS, or push); respond to support requests you submit; and improve the service by analysing aggregated, non-identifying usage patterns.

FIXR support can read the messages, quotes and photos on a job, and can add or remove job photos. We do this only to help with support requests and to settle disputes, and only when there is a reason to.

We do not sell your information. We do not use your information for advertising. We do not share your information with third parties except as listed in the appendix below.

How we use AI

We use an AI service to help us run FIXR. The provider is Anthropic, and its Claude service processes information in the United States.

We use it for four things: to help our team answer questions about activity on the platform; to read the licence and insurance documents tradies upload during onboarding, so the details can be laid out next to the profile for a person to check; to draft messages, such as an invitation to a business in an area where we have no tradie yet; and to sort the email you send to info@fixrapp.com.au and prepare a draft reply to it, described under "Email you send to us" below.

The assistant sees the same information as the administrator using it, and no more. It does not read the private messages between a customer and a tradie.

A person makes every decision. The AI service never approves or rejects a tradie, never sends a message on its own, never changes or closes an account, and never touches refunds, credits or fees. It prepares work, and a member of our team approves it. Every approved action then runs under that person's own login, through the same permission checks and the same audit log as any other administrator action.

We do not allow the provider to use the information we send it to train their models, and we do not use your personal information to train AI models of our own.

Email you send to us

This section applies to anyone who emails info@fixrapp.com.au, whether or not you have a FIXR account.

Email sent to that address is also forwarded to an address on a domain of ours, where Resend receives it for us. Resend already sends our transactional email; it is now also the provider that receives the email you send us.

The mailbox you wrote to is not touched by our systems. We do not sign in to it, and nothing in it is read, moved, marked or deleted by us. Your message stays there exactly as you sent it.

We use the AI service described above to sort incoming email into four groups (a question from a customer, a tradie applying to join, marketing, and anything a person should look at) and, for the first two, to prepare a draft reply. The subject, the sender details and the text of your email are sent to Anthropic for that purpose and processed in the United States. A person reads and approves every reply before it goes out, and the AI service never sends email on its own.

When it handles your email, the assistant can also look you up on the platform, in the same limited way it does for our team: it can find one job, one tradie or one customer record. It cannot look into your other email conversations, and it does not read the private messages between a customer and a tradie, even if your email refers to them.

We store the text and the headers of your email in our own database in Sydney, so that we can follow the conversation and answer it. Attachments are not copied to our systems: we keep only the file name, type and size, and we fetch the file from Resend when someone opens it. Ninety days after a conversation is closed we delete the text of it. We keep a short record that the conversation existed, who it was from, when it arrived and whether it was answered.

You do not need a FIXR account to exercise your rights over this information. You can ask us for a copy of the email correspondence we hold from you, ask us to correct it, or ask us to delete it sooner than the ninety days: contact us at info@fixrapp.com.au from the address you wrote from. If you believe we have mishandled your personal information, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

How we store and protect your information

Your information is stored on Supabase infrastructure hosted in Sydney, Australia. Data is encrypted at rest and in transit. We retain account data for the duration of your active account, and for up to seven years after account closure where required by Australian tax or consumer law obligations.

Access to production data within our team is restricted to administrators and audited via change-log records.

Some of the providers listed in the appendix below are located outside Australia and process information there, including in the United States and in the European Union. Where we disclose personal information to a provider overseas, we take reasonable steps to ensure they handle it consistently with the Australian Privacy Principles, and we remain accountable to you for how they handle it.

Your rights

You can view and update most of your personal information directly in the app under your profile settings.

You can delete your account at any time; see the "Delete your account" section below for both available methods.

If you believe we have mishandled your personal information, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Delete your account

This section applies to the FIXR app (iOS, Android and web).

You can delete your FIXR account and the personal information associated with it in two ways:

1. In the app (fastest): open your Profile and choose "Delete my account". You will be asked to confirm before anything is removed.

2. By email: contact us at info@fixrapp.com.au from the email address associated with your account and ask us to delete it. We will process verified deletion requests within 30 days.

Account deletion may not be possible while you have open jobs or unresolved payment disputes; we will tell you if that is the case. After deletion, we retain transaction records only where Australian tax or consumer law requires it, as described in "How we store and protect your information" above. Email you have sent to info@fixrapp.com.au is not part of your account: it is kept and deleted as described in "Email you send to us" above.