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FixIt Privacy Policy

Last updated: October 2026

FixIt ("we", "the app") connects customers with partners ("repairmen" or "service providers") for services including car mechanics, plumbing, electrical work, computer repair, air conditioning, home repair, laundry, pet grooming, and general handyman work. This page explains what information we collect and how it's used.

Information we collect

• Account information: name, phone number, email address, and whether you're signed up as a customer or a partner. If you sign in with Google or Apple, we receive your name and email from that provider.
• Location: used to find nearby partners (customers) or to set your service area (partners). While a job is active, the partner's live location is shared with that job's customer so they know when to expect them; this stops when the job ends. If you use the in-app SOS button during an active job, your live location is also shared with FixIt administrators for the duration of that alert.
• Identity verification documents (partners only): a Police Clearance Certificate, a government ID photo, the ID details you enter (name, ID number, date of birth, address), and a live verification selfie — required before your profile is shown to customers, and a fresh selfie every time you turn availability on. Verification selfies are kept for 90 days and then deleted; ID and PCC documents are stored privately and visible only to you and an app administrator.
• Facial comparison (biometric data) (partners only): to confirm the person turning availability on is the person on the ID document, your selfie and your ID photo are compared automatically by Amazon Web Services (AWS) Rekognition. Only a similarity score is stored on your profile. This is biometric data and is processed solely for identity verification — never for advertising, tracking, or identifying you anywhere else. Text on your ID document, and the issue date on your Police Clearance Certificate, are also read automatically using Google Cloud Vision; a FixIt administrator checks every value before it is relied on.
• Job photos: before-and-after photos of the work, photos of items or vehicles collected, and parts receipt photos. They exist as evidence if the job is later disputed. We instruct partners to photograph the work area only and to keep people out of the frame; if you appear in a job photo, or anyone else does, you can ask us to remove it using the contact address below. Each photo is reachable only through its own private link, which is shown to the two parties on that booking and to an app administrator. We never publish these photos or use them for advertising.
• Payment information: if a customer adds a card for a possible cancellation fee, the card details are collected and stored by our payment processor, Stripe — FixIt itself never sees or stores your full card number. Partners top up their prepaid fee balance by PromptPay, also processed by Stripe; we store the top-up amount and status, not your banking credentials.
• Booking and review information: job requests, their status, prices, and any reviews/ratings left after a completed job.
• Reports and support messages: problems you report about a job, and messages you send our support team through the in-app chat, kept so we can investigate and respond. A support-chat message may first be answered by an AI assistant, through Anthropic, before it is passed to our team.
• Text and photos sent to Fixie: when you describe a problem or send a photo to Fixie, our AI assistant, that text and photo are sent to Anthropic to find the service that fits. National ID and card numbers in the text are removed before sending. FixIt does not store the photos sent to Fixie, and we ask you to keep people's faces and personal documents out of them.
• Voice sent to Fixie: if you tap the microphone in Fixie and speak, the recording (up to 60 seconds) is sent to Google Cloud Speech-to-Text to turn it into text, and that text is then handled like a typed message to Fixie. FixIt does not store the recording. The microphone is used only while you are recording.
• Fixie on LINE: if you message FixIt's LINE Official Account, LINE passes us your LINE user ID and what you send. Text and photos are handled like Fixie in the app (sent to Anthropic, ID and card numbers removed first) and voice notes like the microphone (Google Cloud Speech-to-Text). FixIt does not store your photos or voice notes; it keeps the text of the conversation for up to a few hours to understand follow-up answers. When you tap "Book now", the job is opened in FixIt and your LINE chat is linked to your FixIt account. Type "talk to the team" to switch Fixie off and reach a person.
• Job briefs for partners: when you create a booking, its job details (category, job lines, description and details such as vehicle model, ceiling height or pet temperament) and the photos you attach are sent to Anthropic to write a short brief for the partner — what the job is, what to bring and what to watch out for. Your name, address, phone number and location are not sent. The brief is shown to partners offered that job and to administrators.
• Checking job photos in a dispute: when a job is disputed, an administrator may send its before and after photos, the booked job lines, the job description and the text of the complaint to Anthropic, to get a second opinion on whether the photos show the work done. Phone numbers are masked; names, addresses and locations are not sent. The result is seen only by administrators and is not a decision — an administrator decides.
• Check-in after a job: about a week after a job covered by the workmanship warranty, the job lines (not your name or address) are sent to Anthropic to write one check-in question. If you report a problem, your description and photos, the job lines and the partner's completion photos are sent to Anthropic to draft the warranty claim for you. Phone numbers are masked. You decide whether to open the claim.
• Application help for partners: if you apply as a partner, the vehicle photo you upload is sent to Anthropic to check that the whole vehicle and a readable plate are visible. When you use Fixie in the application screen, your question, your first name and a list of which application items are still missing or were sent back (not the documents themselves, not your ID number) are sent to Anthropic to answer you. Your ID card, police certificate and registration book are not sent to Anthropic.
• Chat translation: when a customer and a partner read different languages (Thai and English), each booking-chat message is sent to Anthropic to be translated for the other side, together with up to six earlier messages of that chat for context, labelled only as "customer" or "partner". Names, addresses and ID numbers are not sent. The original message is kept unchanged and the reader can always see it. Chats where both sides read the same language are not sent.
• Device information: a randomly generated identifier for each app installation, used to recognise a device you have signed in from before and to enforce one active session per account. This is not a hardware identifier.
• Push notification token: used to send you updates about your bookings (new requests, status changes, verification results). Not collected on the web version of the app.
• Anonymous usage counts: to see how many people reach each step before booking, the app and website record which steps a device has reached (opening the app, viewing a service, tapping book, opening sign-up, and the sign-up steps), together with a random identifier created on that device, the platform, the app version and — if you arrived from one of our own links or ads — that link's campaign tags (on Android these come from Google Play's install referrer). This record does not contain your name, phone number, account, location or any advertising identifier, and it is not tied to your account.

How your information is used

• To match customers with nearby, verified partners.
• To let the two parties on a booking communicate about that job, and to let the customer follow the partner's arrival.
• To verify a partner's identity before their profile goes live, and each time they make themselves available.
• To calculate and collect FixIt's platform fee from a partner's prepaid balance.
• To investigate reports about a job and, where warranted, apply a warning, fee penalty, suspension, or account deactivation.
• To send you notifications about your own bookings.
• To send news, offers and service reminders (for example when your coupons are about to run out, or when your AC is due for cleaning) by push or SMS, only with your consent and at most twice a month. You can withdraw consent at any time in Settings > News and offers without affecting the service
• To count, without identifying anyone, how many people reach each step of the app and which of our own links brought them, so we can find where people get stuck.

We do not show you advertising in the app, we do not build a profile of you, and we do not sell your information. The only advertising-related uses are the anonymous count described above of which of our own links led to an install, and FixIt's own news sent to people who have consented to it.

Who can see your information

• Your name and job details are visible to the other party on a specific booking — never to unrelated users.
• Partner profiles (categories, rating, approximate service area) are visible to customers browsing search results once approved.
• Police Clearance Certificate photos, ID documents and verification selfies are visible only to you and an app administrator — never to customers or other partners.
• We do not sell your information to third parties, and we do not use third-party advertising or tracking.

Service providers we share data with

We use the following processors, each only for the purpose stated:

• Google Firebase (Firestore, Cloud Storage, Cloud Functions) — hosting and storage of app data.
• Google Maps and Places — maps, address search, and distance calculation.
• Google Cloud Vision — reading text from identity documents and the police clearance certificate.
• Google Cloud Speech-to-Text — turning what you say to Fixie into text, when you use the microphone.
• Amazon Web Services (AWS) Rekognition — comparing a verification selfie against an ID photo.
• Stripe — card payments and PromptPay top-ups. Stripe does not use your data for advertising.
• Brevo — sending transactional email such as verification codes and receipts.
• Anthropic (Claude) — AI provider, used for Fixie (the text and photos you send to find a service), the support-chat assistant, job briefs for partners, checking job photos in disputes, check-ins after a job, helping partners finish their application, translating booking chats between Thai and English, and translating FixIt's announcements. Anthropic does not use this data to train its models.

Where your data is stored

FixIt is built on Google Firebase, and your data is stored and processed on Google Cloud infrastructure under Google's own security and privacy practices. Facial comparison is performed by AWS, and payment data by Stripe, on their own infrastructure. Some of these providers process data outside Thailand.

How long we keep it

• Verification selfies are deleted after 90 days.
• Booking, review and report records are kept while your account exists, as the record of what was agreed and what happened.
• Job photos are kept with the booking they belong to, as the evidence of what was done. Because a booking has two sides and a 30-day workmanship warranty, deleting one party's account does not remove the job photos from the other party's record of that job. Ask us and we will remove a photo that shows a person.
• On account deletion we remove your personal data, except where we are required to retain records.

Your choices and your rights

• You can deny location or photo-library permission; the corresponding features (search, document upload) simply won't work without it.
• You can turn off notification permission in your device settings at any time.
• You may ask us for a copy of your data, ask us to correct it, or ask us to delete your account and associated data, by contacting the email below.
• Identity verification, including the facial comparison described above, is required to work as a partner on FixIt. If you do not wish it to be carried out, you can use FixIt as a customer instead.

Contact

Questions about this policy or your data: support@fixitth.com