CLIPFIX – TERMS OF USE (USER)

Introduction

Clipfix is a technology platform accessed through our website located at www.clipfix.co.uk, the Clipfix web application and/or the Clipfix mobile application. Clipfix connects users (such as you) with third parties, including tradespeople and other service providers (Service Providers), via a live video call for the purpose of receiving remote visual support in respect of various household and other issues.

A Service Provider may be a technician, tradesperson, service provider or other individual acting independently or appointed by, or acting on behalf of, one of our partners (for example, a boiler manufacturer, a provider of household insurance or an energy provider) (in each case, a Clipfix Partner) for the purpose of providing remote visual support through Clipfix to their or the Clipfix Partner’s customers or other individuals (for example, a boiler installer).

By using Clipfix, you agree to be bound by these Terms of Use and our Privacy Policy (to the extent that you provide us with any personal information in connection with your use of Clipfix). This is a legal agreement between you and us which tells you the terms on which you may make use of Clipfix.

Please read these Terms of Use and our Privacy Policy carefully as they will apply to your use of Clipfix. By using Clipfix, you confirm that you have read and accepted them and that you agree to comply with, and be bound by, them. If you do not agree to them, you must not use Clipfix.

Use of Clipfix through the Clipfix mobile application (if applicable) is also subject to any rules or policies applied by any app store provider or operator from whose site you downloaded the Clipfix mobile application, being either the Apple App Store or the Google Play Store (in each case the App Store). However, please note that the App Store has no responsibility for the Clipfix mobile application or its content. To the extent that there is a conflict between those rules or policies and these Terms of Use and our Privacy Policy, these Terms of Use and our Privacy Policy shall take priority.

About us and how to contact us

Clipfix is operated and owned by Clipfix Ltd (we or us). We are a limited company registered in England and Wales under company number 11252161 and have our registered office at 9 High Street, Wellington, Somerset, TA21 8QT. Our main trading address is 284B Battersea Park Road London, SW11 3BT and our VAT number is GB 296 0728 71.

If you wish to contact us in writing, have a complaint or are required to give us notice in writing, you can send this to us by email at support@clipfix.co.uk or by pre-paid post to our main trading address referred to above. If we have to contact you or give you notice in writing, we will do so by email to any email address you provide to us.

Disclaimer

Please note that we simply provide the platform that connects users (such as you) with Service Providers for the purpose of receiving remote visual support. We do not provide any services of the type listed on Clipfix as being provided by Service Providers and any legal agreement for the provision of those services is between you and the relevant Service Provider and/or Clipfix Partner (as applicable) and not us. It is up to the relevant Service Provider to provide any support to users through Clipfix, and to carry out any additional services you subsequently request from them (if relevant), and you agree to comply with any terms of service that apply between you and the relevant Service Provider and/or Clipfix Partner (as applicable).

We do not employ Service Providers and, unless otherwise specified in these Terms of Use, we are not responsible for (and make no representations, warranties or guarantees as to) the behaviour, acts or omissions of any Service Providers you connect with through Clipfix or the quality of the support you receive from them or any additional services you subsequently request from them. If a Service Provider causes or contributes to any loss or damage to your property in the course of providing support and/or additional services to you (whether through Clipfix or otherwise), responsibility for such damage will rest with the relevant Service Provider and/or Clipfix Partner (as applicable) and not with us.

If a dispute arises between you and a Service Provider or Clipfix Partner or you have a complaint in relation to the support provided by a Service Provider through Clipfix, that dispute or complaint must be taken up with the relevant Service Provider and/or Clipfix Partner directly (although we ask that you notify us of any such dispute or complaint). We will not be a party to any dispute or complaint between you and a Service Provider or Clipfix Partner (as applicable), nor will we have any responsibility to either party in respect of such dispute or complaint.

Applicability of these Terms of Use and licence to use Clipfix

These Terms of Use apply to Clipfix and your use of the connection service that we provide through it, including any updates and supplements to it (unless those updates come with separate terms, in which case those terms shall apply). They do not apply to any remote visual support and/or additional services that you request from Service Providers (whether through Clipfix or otherwise).

In consideration of you agreeing to abide by these Terms of Use, we grant you a non-transferable, non-exclusive licence to use Clipfix on any computer, tablet, mobile telephone or other device (in each case, a Device) controlled or owned by you. All other rights in Clipfix are reserved by us and/or by our licensors.

Changes to these Terms of Use and updates to Clipfix

We may revise these Terms of Use at any time and you should check these Terms of Use from time to time to take notice of any changes we have made, as they are legally binding on you. We may also notify you of any changes when you next use Clipfix and you may be required to read and accept them to continue your use of Clipfix. If you do not agree to any such changes, please stop using Clipfix (and, if relevant, delete or remove the Clipfix mobile application from your Device).

These Terms of Use were last updated on 30 September 2025.

Accessing Clipfix

We make no representations, warranties or guarantees, whether express or implied, that Clipfix or any content on it: (i) will always be available or be uninterrupted; (ii) will be error-free, accurate, complete or up-to-date; or (iii) will be secure or free from bugs or viruses.

Access to Clipfix is permitted on a temporary basis and we may suspend, withdraw, discontinue or change all or any part of Clipfix without notice. We will not be liable to you if, for any reason, Clipfix is unavailable at any time or for any period.

You are responsible for making all arrangements necessary for you to access Clipfix. If you control, but do not own, the Device on which you use Clipfix, you will be assumed to have obtained permission from the owner of the Device to do so. You or the owner of your Device may be charged by your or their internet or mobile service provider for data access on your Device. You accept responsibility in accordance with these Terms of Use for the use of Clipfix on, or in relation to, any Device, whether or not it is owned by you.

You agree that you will only use Clipfix in a manner consistent with these Terms of Use and any and all applicable local, national and international laws and regulations.

Registration and security

To use Clipfix, you may need to register with us and, if so, you must complete all of the fields on the registration page. If you are using Clipfix to connect with a Service Provider appointed by, or acting on behalf of, a Clipfix Partner, you may also be required to provide a policy or reference number, as well as your post code, in order to help identify you. Alternatively, the Service Provider may send you a link via text message, email or WhatsApp to connect with them through the Clipfix website using a web browser on your Device, in which case no registration will be required.

To the extent applicable, you must not: (i) register using an email address other than your own or one that you are permitted to use; (ii) use or access Clipfix using someone else’s log-in details; or (iii) allow any third party to use or access Clipfix using your log-in details. If you know or suspect that anyone other than you is using or accessing Clipfix using your log-in details, you must immediately notify us at support@clipfix.co.uk.

If you choose, or you are provided with, a username or password or any other piece of information as part of our security procedures, you must treat such information as confidential and must not disclose it to any third party or allow any third party to use or access your Clipfix account. If you know or suspect that anyone other than you knows your username or password or has obtained access to your Clipfix account, you must promptly notify us at support@clipfix.co.uk and change your password. You are responsible for all acts and omissions of any third parties who use or access Clipfix using your log-in details, whether fraudulently or not, and you agree to reimburse us on demand for any loss we suffer as a result of such use or access.

We have the right to disable your access to Clipfix at any time if, in our reasonable opinion, you have failed to comply with any of the provisions of these Terms of Use.

Pricing and payment

This section only applies if you are using the Clipfix mobile application to initiate a connection with an independent Service Provider for the purpose of requesting remote visual support.

If you wish to initiate a connection with a Service Provider through Clipfix, you will be required to pay a fee for that service. Our pricing policy is set out on the Clipfix website (or on the Clipfix mobile application). We reserve the right to make changes to our pricing policy at any time and, if you do not agree to any such changes, you should stop using Clipfix.

When you first create a Clipfix account and/or use Clipfix to initiate a connection with a Service Provider, you may be asked to provide valid credit or debit card payment details to pay for your use of Clipfix. We use a third party to process payments on our behalf. They will store your card details for such purpose and you agree that they may undertake authorisation checks on that card. Each time you use Clipfix to initiate a connection with an Independent Service Provider, payment will be taken automatically and processed by our third party payment service provider using the card details previously provided by you. We collect any fees due to a Service Provider as agent for, and on behalf of, that Service Provider.

The amount you will pay to initiate a connection with a Service Provider through Clipfix will be notified to you on each occasion prior to you confirming that you wish to proceed and will comprise: (i) a fee due to the Service Provider for the support you receive from them; and (ii) a service fee due to us for connecting you with the Service Provider, as stated on the receipt you receive. We will issue you with a single receipt for the total amount paid by you in respect of each booking.

The amount you pay to use Clipfix, as referred to in the paragraph above, will still be payable by you even if the Service Provider is unable to resolve the issue in respect of which you have initiated a connection.

To the extent applicable, all fees are exclusive of VAT at the prevailing rate (unless otherwise stated).

Clipfix mobile application connection process

This section only applies if you are using the Clipfix mobile application to initiate a connection with an independent Service Provider for the purpose of requesting remote visual support.

If you wish to initiate a connection with a Service Provider through Clipfix, the Clipfix mobile application will display all available Service Providers, together with details of their qualifications and experience (to the extent available). You will then be able to start a video call with an available Service Provider of your choice or with a Service Provider allocated to you by us. When you make a request to start a video call with a Service Provider, we will seek to connect you as soon as possible.

You may withdraw a request to connect with a Service Provider at any time prior to the Service Provider answering your video call, but you will be charged in full as soon as the video call has started, regardless of its outcome.

Captured Material

You acknowledge and agree that a Service Provider may, during the course of a video call with you, record the call and/or take photographs or screenshots through Clipfix (together, Captured Material) for the purposes of providing support to you and keeping a record of any advice, guidance and/or instruction given to you. A Service Provider may also keep a record of the Captured Material in order to assist the relevant Clipfix Partner to properly manage insurance claims, detect fraud and for any other legitimate business reasons (as applicable).

Intellectual property rights

Save for any content or material uploaded or posted by you or other users of Clipfix, you acknowledge that all intellectual property rights in Clipfix and the technology used or supported by it anywhere in the world, including, without limitation, the trade mark “Clipfix” and any other logos, service marks, brand names, trading names and/or trade marks appearing anywhere on Clipfix, belong to us and/or our licensors, that rights in Clipfix are licensed (not sold) to you and that you have no rights in or to Clipfix or the technology used or supported by it other than the right to use it in accordance with these Terms of Use.

You acknowledge that you have no right to have access to Clipfix in source code form.

You must not use any part of the content on Clipfix for commercial purposes without obtaining a licence or other written consent to do so from us or our licensors.

Your liability to us

You will be liable to us and will indemnify us for any breach by you of these Terms of Use or of any contract between you and any third party (including any terms of service or other legal agreements that apply between you and any Service Providers you connect with through Clipfix). If you are a consumer, this means that you will be responsible for any loss or damage (including any legal costs) we suffer or incur as a result of such breach, including any claims or legal proceedings brought against us by any other person as a result of such breach.

Limitation of our liability

You acknowledge that Clipfix has not been developed to meet your individual requirements and that it is therefore your responsibility to ensure that its facilities and functions meet your requirements.

Unless otherwise specified in these Terms of Use, we will only be liable to you for any loss or damage (whether in contract, tort (including negligence), breach of statutory duty or otherwise) arising under, or in connection with, your use of, or inability to use, Clipfix if such loss or damage is a foreseeable result of our breach of these Terms of Use or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach of these Terms of Use or our negligence or if it was reasonably contemplated by you and us at the time you started using Clipfix as a possible result of our breach of these Terms of Use or our negligence.

If you are a business or an individual using Clipfix in a business capacity, please note that:

• our maximum aggregate liability under, or in connection with, these Terms of Use (including your use of Clipfix), whether in contract, tort (including negligence) breach of statutory duty or otherwise, shall in all circumstances be limited to £250,000;
• we will not be liable to you for: (i) loss of profits, sales, business or revenue; (ii) business interruption; (iii) loss of anticipated savings or interest; (iv) loss of business opportunity; (v) loss of or damage to data; (vi) loss of or damage to reputation or goodwill; or (vii) any indirect, special or consequential damages, loss, costs, claims or expenses of any kind; and
• to the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to Clipfix or any content on it, whether express or implied.

If you are a consumer, you may only use Clipfix for domestic and private use. You agree not to use Clipfix for any commercial or business purposes and, if you do, we have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

We will not under any circumstances be liable for:

• the behaviour, acts or omissions of any Service Providers you connect with through Clipfix or the quality of the remote visual support and/or additional services they provide to you (whether through Clipfix or otherwise); or
• any loss or damage caused by any bug, virus, distributed denial-of-service attack or other technologically harmful material that may infect your information technology (including your Device), data or other proprietary material due to your use of Clipfix or your downloading of any content on it or on any website linked to, or referenced on, it.

Nothing in these Terms of Use:

• excludes or limits our liability for death or personal injury resulting from our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law; or
• is intended to affect your statutory rights. Advice about your statutory rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

Restrictions on use of Clipfix

Except as expressly set out in these Terms of Use, you must not:

• copy Clipfix except where such copying is incidental to the normal use of Clipfix or where it is necessary for the purpose of back-up or operational security;
• rent, lease, sub-license, loan, provide or otherwise make available Clipfix in any form, in whole or in part, to any person without prior written consent from us;
• translate, merge, adapt, vary, alter or modify the whole or any part of Clipfix or permit Clipfix or any part of it to be combined with, or become incorporated in, any other programs, except as necessary to use Clipfix on Devices as permitted in these Terms of Use;
• access without authority, penetrate, interfere with, damage or disrupt (or attempt to do any of the same): (i) the accounts of other users of Clipfix; (ii) any part of Clipfix or its security measures; (iii) any equipment or network on which Clipfix is stored; (iv) any software used in the provision of Clipfix; or (v) any equipment, network or software owned or used by any third party;
• disassemble, decompile, reverse-engineer or create derivative works based on the whole or any part of Clipfix or attempt to do any such things except to the extent that (by virtue of sections 50B and 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited because they are essential for the purpose of achieving inter-operability of Clipfix with another software program, and provided that the information obtained by you during such activities: (i) is used only for the purpose of achieving inter-operability of Clipfix with another software program; (ii) is not unnecessarily disclosed or communicated to any third party without our prior written consent; (iii) is not used to create any software that is substantially similar to Clipfix; and (iv) is kept secure;
• provide or otherwise make available Clipfix in whole or in part (including object and source code) in any form to any person without our prior written consent;
• use Clipfix in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these Terms of Use, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, including viruses, or harmful data into Clipfix or any operating system;
• use Clipfix to transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam);
• infringe our intellectual property rights or those of any third party in relation to your use of Clipfix, including the submission of any material (to the extent that such use is not licensed by these Terms of Use);
• use Clipfix in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users of Clipfix; or
• collect or harvest any information or data from or via Clipfix or our systems or attempt to decipher any transmissions to or from the servers running Clipfix.

Uploading or posting content to Clipfix

If you make use of any feature that allows you to upload or post content to Clipfix (including, without limitation, interacting with Service Providers, providing a rating or feedback in relation to a Service Provider or making contact with us or a Clipfix Partner), any such content must be accurate and genuine and must not:

• be defamatory of any person;
• be obscene, offensive, hateful, inflammatory or otherwise objectionable;
• contain or promote any pornographic or indecent or sexually explicit material;
• promote violence;
• promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age;
• infringe or violate any copyright, database right, trade mark or any other intellectual property right of any other person;
• contain video, photographs or images of another person without his/her permission;
• contain video, photographs or images of minors;
• be likely to deceive any person;
• be made in breach of any legal duty owed to a third party, such as a contractual duty or a duty of confidence;
• advocate, promote, assist or enable any illegal or unlawful activities (including, without limitation, copyright infringement or computer misuse) or intend to defraud, swindle or deceive other users of Clipfix;
• be threatening, abuse or invade another’s privacy or cause annoyance, inconvenience or needless anxiety;
• be likely to harass, upset, embarrass, alarm or annoy another person;
• be used to impersonate any person or to misrepresent your identity or affiliation with any person;
• give the impression that they emanate from us, if that is not the case;
• relate to commercial activities (including, without limitation, sales, competitions and advertising, links to other websites or premium rate telephone numbers); or
• disseminate or otherwise disclose another person’s personal information without his or her prior permission or collect or solicit another person’s personal information for commercial or unlawful purposes.

We will not be responsible, or liable to any third party, for any content you upload or post to Clipfix. Any such content will be considered non-confidential and non-proprietary and we have the right to use, store, copy, distribute and disclose the same to third parties (including the relevant authorities) for any purpose whatsoever without any liability or payment to, or recognition of, you of any kind. We also have the right to disclose your identity to any third party: (i) in respect of whom you upload or post content; or (ii) who is claiming that any content uploaded or posted by you constitutes a violation of their intellectual property rights or their right to privacy.

We reserve the right to monitor the content you upload or post to Clipfix and to remove or delete any such content (or to disclose it to the relevant authorities) if, in our sole opinion, it does not comply with these Terms of Use or any applicable law or upon the reasonable request of any third party.

If you choose to close your Clipfix account or if we remove your right to use Clipfix, we have the right to delete any content that you have uploaded or posted to Clipfix, although such content may still appear on Clipfix.

Termination and suspension

You may terminate the legal agreement between us (and request the closure of your Clipfix account) at any time by emailing us at support@clipfix.co.uk or by using the account deletion function within Clipfix (if relevant).

We will determine, in our discretion, whether there has been a breach by you of these Terms of Use and, if such a breach has occurred, we may take such action as we deem appropriate, including all or any of the following actions:

• immediate, temporary or permanent withdrawal of your access to, and right to use, Clipfix (including termination of the legal agreement between us and closure of your Clipfix account);
• immediate, temporary or permanent removal of any content uploaded or posted by you to Clipfix;
• issue of a warning to you;
• legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach;
• further legal action against you; and/or
• disclosure of such information to law enforcement authorities as we feel is reasonably necessary.

We exclude liability for actions taken in response to breaches of these Terms of Use. The responses described in these Terms of Use are not limited and we may take any other action we deem reasonably appropriate.

If we withdraw your right to use Clipfix and/or close your Clipfix account:

• all rights granted to you under these Terms of Use shall cease;
• you must immediately cease all activities authorised by these Terms of Use, including your use of Clipfix and the connection service that we provide through it;
• you must, if relevant, immediately delete or remove the Clipfix mobile application from all Devices; and
• you must not attempt to re-register to use Clipfix.

Linking to Clipfix

You may link to Clipfix, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link to Clipfix in any website that is not owned by you or in such a way as to suggest any form of association, approval or endorsement on our part where none exists and Clipfix must not be framed on any other site.

We reserve the right to withdraw linking permission without notice. The website in which you are linking must comply in all respects with our content standards as set out above.

If you wish to make any use of any content on Clipfix other than that set out above, please contact us at support@clipfix.co.uk.

Links to third party websites and/or resources

Clipfix may contain links or references to websites and/or resources provided by third parties, including, without limitation, advertisers. We have no control over those websites or resources or their availability and any links or references to them are provided for your information only. You will need to make your own independent judgement regarding your interaction with any such websites or resources, including the purchase and use of any products or services accessible through them. We are not responsible for, and do not endorse, their content or their privacy policies (if any) and we will not be liable for any loss or damage that may arise from your use of them.

Events outside our control

We will not be liable or responsible for any failure to perform, or any delay in the performance of, any of our obligations under these Terms of Use that is caused by any event or circumstance beyond our reasonable control, including any failure of public or private telecommunications networks or any delays or latency due to your physical location or your wireless data or internet service provider’s network.

Other important terms

We may transfer our rights and obligations under these Terms of Use to another organisation, but this will not affect your rights or our obligations under these Terms of Use.

You may only transfer your rights or obligations under these Terms of Use to another person if we agree in writing.

If we fail to insist that you perform any of your obligations under these Terms of Use, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

Each of the conditions of these Terms of Use operates separately. If any court or competent authority decides that any of them are unlawful or unenforceable, the remaining conditions will remain in full force and effect.

These Terms of Use are not intended to confer rights on anyone other than you and us.

Applicable law

These Terms of Use, their subject matter and formation are governed by English law. If you are a consumer, the courts of England and Wales will, subject to the paragraph below, have non-exclusive jurisdiction over any claim arising from, or related to, these Terms of Use (unless you are a resident of Northern Ireland, in which case you may bring proceedings in Northern Ireland, or you are resident of Scotland, in which case you may bring proceedings in Scotland). If you are a business, you and we each agree that the courts of England and Wales will have exclusive jurisdiction over any claim arising from, or related to, these Terms of Use.

Nothing in the foregoing paragraph will limit our right to take proceedings against you in any other court of competent jurisdiction, nor will the taking of proceedings in any one or more jurisdictions preclude us from taking proceedings in any other jurisdiction, whether concurrently or not, to the extent permitted by the law of such other jurisdiction.