Terms of Service

Use of Our Services

These terms apply when you use the FixLine website, or book or receive any service from FixLine by website, phone, WhatsApp, or email. By booking a service you confirm that you are at least 18 years old and that you accept these terms, our Cancellation and Rescheduling Policy, and our Guarantee Policy. Our Privacy Policy explains how we handle your personal information.

Please give us accurate information and use the website only to request our services or contact us. Do not send false bookings, interfere with the website, or upload files that are unlawful or contain harmful code. The website's content, name, and logo belong to FixLine and may not be copied for commercial use without our permission.

If you are a business client with a signed service agreement with FixLine, that agreement takes priority where it differs from these terms.

Bookings

A booking made on our website is a request. It is confirmed once our team contacts you by WhatsApp, phone call, or text message, as you chose. Each booking has a reference number starting with FL. Please keep it for any change or guarantee claim.

• Time slots. A time slot is the one-hour window in which the technician should arrive. If the technician is running late, we will let you know.
• Urgent requests. Bookings marked "As soon as possible" get priority dispatch during our working hours, 8:00 AM to 8:00 PM. Requests received after hours are handled first thing the next morning.
• Coverage. We currently serve Beirut, Metn, Baabda, Keserwan, Jbeil, Aley, Chouf. We may decline or reschedule a request outside these areas or that we are not able to carry out safely.
• Larger projects. Renovations and other larger jobs are priced through a written quote after a site visit. The quote sets out the scope, price, timeline, and any deposit, and applies alongside these terms.

Pricing and Payment

• Visit fee. A visit fee applies for diagnosis. Our team tells you the amount when confirming your booking, and it is included in the final price if you go ahead with the job.
• Price approval. The technician inspects the problem and confirms the final price, including parts, before starting. Work starts only after you approve. If extra work turns out to be needed, the technician will tell you the new price and continue only with your approval.
• When to pay. Payment is due when the job is done, unless your quote or business agreement says otherwise.
• How to pay. We accept cash, card, Whish, and OMT. You receive an invoice by WhatsApp or email after every job. Please pay only the amount on your FixLine invoice, and only through these methods.
• Your own parts. If you ask us to install parts or materials you supplied, you are responsible for their quality and suitability, and they are not covered by our guarantee.

Customer Responsibilities

To help us do the job safely and on time, please:

• Describe the problem accurately and tell us about any known hazards or past repairs.
• Make sure an adult aged 18 or over is present for the whole visit.
• Give the technician safe access to the work area, and let us know about parking, building entry, or other access details in advance.
• Keep children and pets away from the work area, and move or protect valuables and fragile items nearby.
• Provide water and electricity where the job needs them.
• Obtain any permission needed from your landlord, building management, or the authorities, unless your quote says that we will arrange it.

Technician Conduct

Every FixLine technician is vetted, trained, and arrives in uniform with a FixLine ID card. You receive the technician's name and photo before they arrive. Our technicians will treat you and your property with respect, explain the work and its price before starting, and clean the work area when they finish.

A technician may refuse or stop work if the conditions are unsafe, if they are asked to do work that is unlawful or does not meet safety standards, or if they are treated abusively. In that case, our team will contact you to find a solution.

If you have any concern about a technician, call us on +961 76 820 999 straight away.

Guarantee, Cancellations and Complaints

Our work is covered by the Guarantee Policy. Rescheduling and cancellations follow the Cancellation and Rescheduling Policy.

If you are not happy with our service, tell us by phone, by WhatsApp, or through our contact form with the topic "Complaint", and include your booking reference. We will look into it and work with you to put things right.

Liability

We carry out every job with reasonable care and skill. If we damage your property through our fault, we will repair the damage or compensate you fairly. Please tell us as soon as you notice it, with photos, and before anyone else repairs it.

We are not responsible for:

• Defects that existed before our visit, or hidden conditions such as worn pipes or wiring that fail despite reasonable care.
• Problems caused by parts or materials you supplied, or by work done by someone else after our visit.
• Delays or missed visits caused by events outside our control, such as power cuts, road closures, severe weather, security incidents, or parts shortages.
• Indirect losses, such as lost income or business interruption.

To the extent Lebanese law allows, our total liability for any job is limited to the amount you paid for that job. Nothing in these terms limits our liability for fraud, gross negligence, or death or personal injury caused by our negligence, or your rights under Lebanese consumer protection law.

Changes to These Terms

We may update these terms from time to time. The date at the top of this page shows when they last changed. The terms that apply to a booking are the ones in force when the booking was made.

Governing Law

These terms are governed by the laws of Lebanon. If a dispute arises, we will first try to resolve it with you directly. If we cannot, the courts of Beirut will have jurisdiction.

Contact

For any question about these terms, call +961 76 820 999, message us on WhatsApp, or use our contact form.