Terms of service

1. About these terms

These terms are a contract between you, the mechanic or garage business using the service ("you", "the Mechanic"), and Exist Online Ltd, a company registered in England and Wales (company number 17085581) with its registered office at 122 Burleigh Avenue, Wigston, LE18 1FL, United Kingdom. We trade as FixHelp ("FixHelp", "we", "us", "our").

FixHelp supplies the garage and workshop software product FixHelp Pro ("FixHelp Pro", "the service").

By creating a FixHelp Pro account, you accept these terms. If you do not accept them, do not use the service.

These terms apply to the FixHelp Pro service. Exist Online Ltd also operates existonline.co.uk as a separate service line covered by its own terms.

2. What FixHelp Pro does

FixHelp Pro is a software service for UK independent vehicle mechanics. It helps you:

• Create one live job from a registration number and customer phone number
• Capture typed notes, photos, fault codes, findings and repair evidence on your phone
• Send your customer a private no-login tracker link to see progress, price, estimated ready time and approval choices
• Turn the same live job record into a customer-facing final report branded with your garage details
• Keep a digital record of completed jobs while your account is active

FixHelp Pro is a live job workspace, customer tracker and repair-record tool. It is not accounting, invoicing, payment, or garage-management software, and the report it produces is a diagnostics and repair-record document, not an invoice or a formal financial record. You remain the qualified professional. Every customer-facing tracker and report carries your business name and brand where configured. You review and approve everything the customer sees before it is sent or published.

3. Your account

3.1 Eligibility

You must:

• Be a UK-based independent vehicle mechanic, garage owner, or an authorised employee of one
• Be 18 years of age or over
• Provide accurate and current business and contact information

3.2 Account security

FixHelp Pro has no passwords. You sign in with a magic link sent to your registered email address, and you can register a passkey on your device for faster day-to-day sign-in using your device biometrics or PIN. You are responsible for:

• The security of the email inbox you registered with
• The security of any device on which you register a passkey or keep a signed-in session
• Telling us if you believe your account has been accessed without authority

If you sign in on a shared device, sign out when you finish.

3.3 One account per business

Each FixHelp Pro account belongs to one mechanic business. Additional users may be added under the Duo or Garage tier when those plans are available (see section 7).

3.4 Account transfer

You may not transfer your FixHelp Pro account to another person or business. If you sell your business, the buyer must create a fresh account.

4. The service

4.1 Availability

We aim for 99.5% uptime each calendar month, measured from our end. Planned maintenance is notified in advance where reasonably practical. We do not guarantee uninterrupted service.

4.2 Closed beta

FixHelp Pro is currently in closed beta. During the closed-beta period:

• Your account is on the pro_comped tier with full Pro features at no charge
• Features may change without 30 days' notice
• Service interruptions and bug-fix windows may be more frequent than at general availability
• We may contact you for feedback

We will give 30 days' notice before paid plans start for closed-beta accounts. Section 7 explains how pricing works, the free trial for new accounts, and the discount we apply to closed-beta mechanics.

4.3 Changes after the beta

After the closed beta ends, we may change features, pricing, or these terms with at least 30 days' written notice (by email and an in-app banner). If you do not accept a material change, you may cancel before it takes effect.

4.4 Fair use

Live jobs, customer trackers and report generation are subject to reasonable use. Reasonable use means using FixHelp Pro for genuine repair work you carry out as a qualified mechanic. If your usage pattern indicates abuse, including automated bulk generation, reselling our outputs, or use beyond the intended professional context, we may contact you, cap your usage, suspend your account, or terminate it under section 10.

4.5 Usage caps during the closed beta

To protect the service and our costs during the closed beta, your account is subject to soft monthly caps on live jobs and on Analyse calls per day. We will tell you if you approach a cap and will not cut you off mid-job. If your caps need raising, email [email protected] and we will discuss it.

5. Your responsibilities

5.1 Professional accuracy

FixHelp Pro is a tool. You are the qualified professional. You must:

• Review every customer update and final report before you send or publish it to a customer
• Correct any inaccuracy before you approve and send
• Apply your professional judgement to every recommendation
• Not rely on FixHelp Pro as the sole basis for any safety-critical decision

The diagnostic suggestions FixHelp Pro generates are starting points. Final repair decisions are yours.

5.2 Customer data you enter

When you enter a customer's name and phone number into FixHelp Pro, you are recording personal data about a real individual. You confirm that:

• You have a lawful basis for collecting and using this information, typically because the customer has given it to you in the course of arranging their repair
• You are responsible for the customer's permission: you will tell the customer that their phone number will be used to send them a private link and service updates about their repair, and you will only tick a text or email notification for a customer who has agreed to receive them
• If a customer asks you to stop sending text updates, you will stop selecting the text option for that customer's job. Messages FixHelp sends on your instruction are service messages about the repair, never marketing
• You will not record customer information for any purpose other than fulfilling the repair work they have engaged you to carry out
• You will not enter the customer's email address into FixHelp Pro. Customer email is only ever captured when the customer themselves enters it on their private tracker page if they want a copy of the PDF report by email

FixHelp processes the customer data you enter on your behalf as your data processor under Article 28 of the UK GDPR. Our Privacy policy describes how. The customer remains a data subject and has rights against you (as the controller of the underlying repair relationship) and against us (where we hold their data on your behalf).

5.3 Vehicle data

FixHelp Pro looks up vehicle data from the DVLA Vehicle Enquiry Service and DVSA MOT History API using the registration plate you enter. We process registration plates under legitimate interest, as described in the Privacy policy. You confirm that you are working on the vehicle in question with the authority of the vehicle keeper.

5.4 The customer link and the report

FixHelp Pro creates one live customer link per job. The link is created when you start the job and is sent to your customer by text message. It stays live while you work, so the customer can follow the status, see visible findings and line items, and approve or decline recommended work. When you mark the vehicle ready for collection, the same link becomes the final report, and a PDF is generated and stored against the job. The customer may choose to enter their own email address on the tracker page to receive the PDF by email.

The customer link, the final report and the job's evidence (including photos) remain available for 12 months from the date the job was created. After that the link expires and the job's evidence is deleted in our routine purges, as described in the Privacy policy. If you need a copy beyond 12 months, download the PDF report before the link expires.

You control what the customer sees. Only information you make customer-facing appears on the link. For everything you publish to the customer through the link, including the final report:

• You take editorial responsibility for the content
• You confirm it accurately reflects the work you have done or recommended
• You confirm any photographic evidence relates to the vehicle in question
• You acknowledge that the small "Powered by FixHelp" footer on the customer link and report is informational and does not transfer any editorial responsibility to FixHelp

5.5 Content limits

You will not upload to FixHelp Pro:

• Content that infringes any third-party right, including copyright or trade marks
• Illegal, defamatory or malicious content
• Photographs of vehicles you are not currently working on
• Content containing another person's payment card information, identity documents, or sensitive personal data outside of what is needed to identify a vehicle and its keeper

We may remove content that breaches this section and, in serious cases, suspend or terminate your account under section 10.

6. Our intellectual property and yours

6.1 Our IP

The FixHelp Pro service, including software, design, prompt structures, data models, knowledge base, training materials, marketing materials, and aggregated anonymised diagnostic data, is owned by Exist Online Ltd. Nothing in these terms transfers ownership of any of these to you.

6.2 Your IP

Content you upload (your logo, business details, photos, typed notes, fault codes and customer information) remains yours, and the customer information you upload remains your customer's personal data. You grant FixHelp a non-exclusive, royalty-free, worldwide licence to use this content for the limited purposes of:

• Providing the FixHelp Pro service to you
• Maintaining backups
• Performing error analysis
• The other internal uses described in our Privacy policy

This licence ends with your account, except for the rights to anonymised aggregated data described in section 6.4.

6.3 Customer trackers and reports

Each customer tracker and PDF report generated through FixHelp Pro is a work product created by you using the service. You own the editorial output attributed to your business. You may use reports for any lawful purpose, including marketing your work to other customers, provided you redact or anonymise customer-identifying information as appropriate.

6.4 Anonymised aggregated repair data

You grant Exist Online Ltd a perpetual, irrevocable, royalty-free, worldwide licence to derive anonymised and aggregated repair, diagnostic, and outcome data from the reports you create, and to use that data to:

• Improve diagnostic accuracy across the service
• Improve product quality and reliability
• Build a UK independent-mechanic knowledge base
• Generate statistical insights about UK vehicle repair patterns
• Support related Exist Online Ltd services

"Anonymised" here means the data has been stripped of all customer-identifying information (name, phone number, email address, postcode and any free-text identifiers) and all vehicle-identifying information (registration plate, VIN, exact mileage). Free-text fields are passed through a redaction step that removes names, addresses and other identifiers. The technical anonymisation process is described in the Privacy policy.

This licence survives the termination of your account. Anonymised aggregated data is no longer personal data under UK GDPR (per Information Commissioner's Office guidance on anonymisation) and falls outside the right of erasure under Article 17 of the UK GDPR. If you object to the future use of anonymised data from your account, email [email protected] and we will exclude future reports originating from your account from the anonymisation pipeline. Past anonymised entries cannot be meaningfully linked back to your account and are not affected.

This clause is the legal basis for the FixHelp Pro knowledge base. Without it, the service cannot improve over time. We have written it as plainly as we can.

7. Pricing, the free trial and the founders launch offer

7.1 During the closed beta

Your account is on the pro_comped tier with full Pro features at no charge. No payment details are required during the closed beta.

7.2 Free trial

New accounts start with a free trial of 30 days from the day the account is created. No payment details are required to start or use the trial. During the trial you may use FixHelp Pro on real jobs with the features of your chosen plan, except that team size during a Garage trial is capped at 3 members (the full allowance unlocks when you subscribe).

• One free trial per garage business. We may decline, shorten or withdraw a trial where we reasonably believe it is being used to avoid payment, for example repeat sign-ups for the same garage
• When the trial ends without a subscription, your account moves to a limited state: you can still sign in, view and export your existing jobs and reports, and your customers' existing tracker links keep working, but you cannot start new live jobs until you subscribe
• Data belonging to a lapsed trial account is retained and deleted as described in the Privacy policy; you can request earlier deletion at any time
• You can subscribe at any point during or after the trial. Your paid term starts on the day you subscribe; unused trial days are not added to it
• Trials are provided as-is under section 9, and fair use (section 4.4) applies to trial accounts in the same way as paid accounts

7.3 Paid plans

Paid plans are priced per garage and billed monthly or yearly. The table shows the monthly prices; yearly billing is described below it.

Plans are paid in advance, monthly or yearly. Yearly billing gives you 2 months free: you pay 10 months at your price for 12 months of service (for example, Solo at the founders price is £250 per year instead of £300, and Solo at the list price is £500 per year instead of £600). All prices are exclusive of VAT. Exist Online Ltd is not currently VAT-registered. If we register for VAT in future, VAT will be added at the prevailing rate and we will tell you 30 days before any change to your invoice.

7.4 Founders price (launch offer)

While the launch offer runs, new subscriptions are charged at the founders price: 50% off the list price, locked in for as long as your subscription stays active, regardless of any list-price changes. Your founders price never rises while you remain continuously subscribed. Mechanics from the closed beta receive the same founders price as a thank-you when their paid plan starts.

The founders price lock applies to your plan subscription price (monthly or yearly, on the plan tiers in 7.3). Optional extras we may introduce later, such as additional messaging bundles, payment services or marketplace services, are separate products with their own prices and are not covered by the lock. If you cancel and later resubscribe after the launch offer has closed, the prevailing list price applies to the new subscription. We will show the list price alongside the founders price wherever you subscribe, and your renewal date and price are always visible in your account settings.

7.5 Renewal

Subscriptions renew automatically at the interval you choose (monthly or annually) until you cancel.

7.6 Cancellation

You may cancel at any time via your account settings or by emailing [email protected]. Cancellation takes effect at the end of your current billing period. We do not give partial refunds for unused portions of a paid period beyond what section 7.7 says.

7.7 Money-back guarantee on your first payment

Within 14 days of your first paid charge, you may request a full refund of that charge by emailing [email protected]. This applies to your first paid charge whether you chose monthly or yearly billing: your first month, or your first year. We process refunds within 5 working days. The guarantee applies only to that first charge and does not extend to subsequent renewals.

7.8 Failed payments

If a payment fails, we will retry it and email you so you can update your payment details. If the payment is still outstanding 14 days after the first failure, your subscription is paused: you cannot start new live jobs or generate new reports until payment is brought up to date. Existing reports and your customers' tracker links remain accessible during the paused period.

7.9 Payment processor

Paid plans, when launched, are processed by a regulated payment provider (currently planned: Stripe). We never see your card number directly. Your billing details are governed by the payment provider's own terms in addition to these.

8. Privacy and data protection

Our Privacy policy describes:

• What personal data we collect from you and from your customers (entered by you on their behalf)
• The lawful bases on which we process it (Article 6 of the UK GDPR)
• Who we share it with (our processors, listed by name and location)
• How long we keep it
• The rights you and your customers have under UK GDPR and the Data Protection Act 2018
• How to contact us and how to complain to the Information Commissioner's Office

Reading the Privacy policy is part of accepting these terms.

9. Liability

9.1 Our liability cap

Our total liability to you under these terms in any 12-month period is capped at the fees you paid us in that period or £1,500, whichever is greater. This cap does not apply to liability that cannot be excluded by law, including death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation.

9.2 What we are not liable for

To the extent permitted by law, we are not liable for:

• Loss of profit
• Loss of business or business opportunity
• Loss of goodwill or reputation
• Loss of data beyond reasonable backup obligations
• Any indirect or consequential loss
• Any loss arising from your failure to apply your professional judgement to the reports we help you create

9.3 Your indemnity

You will indemnify Exist Online Ltd against any third-party claim arising from:

• Your misuse of the FixHelp Pro service
• Your breach of these terms
• Content you uploaded that infringes a third-party right
• Customer information you provided without a lawful basis
• Repair outcomes attributed to reports you signed off and sent

This indemnity does not apply where the claim is caused by our breach of these terms.

9.4 Diagnostic accuracy

FixHelp does not warrant that any diagnosis, suggestion or recommendation produced through the service is correct in any specific case. Diagnoses are based on the information you and your scanner provide, the photos you take, your typed notes, and the vehicle data we look up from DVLA and DVSA. Final repair decisions are the responsibility of the qualified mechanic. Every report includes a disclaimer to that effect.

10. Termination

10.1 By you

You may terminate your account at any time via your account settings or by emailing [email protected].

10.2 By us

We may terminate your account for material breach (including fraud, abuse, persistent failure to pay after dunning), giving notice where reasonably practical. We may also terminate your account on 30 days' notice if we discontinue the service.

10.3 What survives termination

When your account ends:

• Your right to use the service ends
• Your reports and job records remain viewable by you for 30 days unless you requested immediate deletion
• Billing records relating to any paid subscription are retained under UK tax law (currently 6 years from the end of the relevant financial year)
• Anonymised aggregated repair data under section 6.4 is retained perpetually
• The following sections survive termination: 6 (IP), 9 (liability), 11 (disclaimers), 13 (disputes)

10.4 Data export and deletion

You may export your data at any time from your account settings. After termination, you may request immediate deletion of your personal data subject to the retention exceptions listed above. We complete deletion requests within 30 days under Article 17 of the UK GDPR.

11. Disclaimers

The service is provided "as is" and "as available". To the extent permitted by law, we do not warrant:

• That the service will be uninterrupted, error-free, or available at any specific time
• That any diagnosis, suggestion or recommendation produced through the service is correct, complete, or fit for any specific purpose
• That the service is fit for any purpose other than as generally described in these terms and in our marketing

Nothing in this section excludes liability that cannot be excluded by law.

12. Changes to these terms

We may update these terms from time to time. Material changes require 30 days' notice by email and via an in-app banner. Non-material changes (corrections to typos, clarifications) take effect immediately. The current version is always published on this page with a "Last updated" date at the top of the page.

If you do not accept a material change, you may cancel your account before the change takes effect and we will refund the unused portion of any prepaid period.

13. Disputes and governing law

These terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these terms is subject to the exclusive jurisdiction of the courts of England and Wales, save that you may bring a claim in the courts where you reside if you are required to under consumer protection law.

Before any formal dispute, please contact us at [email protected] so we can try to resolve the issue directly.

14. Contact

Exist Online Ltd, trading as FixHelp

Registered office: 122 Burleigh Avenue, Wigston, LE18 1FL, United Kingdom Company number: 17085581 Not VAT registered.

General enquiries: [email protected] Support: [email protected] Privacy and data rights: [email protected] Legal matters: [email protected]