Terms & Policies

1. Consumer Rights

You have the right to fully understand the service content, pricing, and process before you buy. Service items and their prices are clearly listed on our website and app before checkout — there are no hidden fees, and any charge beyond the originally agreed scope requires your consent first.

You retain full knowledge and control over your own device: any system settings change, file deletion, or file move is explained and confirmed with you before it happens; you can ask about progress or request the service be stopped at any time through live chat.

Under applicable consumer protection law, you have the right to file a complaint and seek redress. If you believe a service was defective or did not match what was described, contact us via email or LINE and we will respond with a resolution within 3 business days.

Use of this service by a minor requires consent from a parent or legal guardian; we reserve the right to assist with a refund or cancellation upon discovering an unauthorized transaction by a minor.

2. Terms of Service

FixselF provides remote device repair, technical support, and repair guidance services. The scope of each service is defined by the service item or subscription plan you select at checkout, and the actual work performed is faithfully logged in your repair order and chat history.

Services requiring remote control of your device operate on an "authorization-first" basis: they only proceed after your explicit consent (installing and pairing the client app/agent, or checking the consent box on the risk disclosure form). You may revoke authorization and remove all connection components at any time via the app's "Uninstall Service" feature.

Some service categories (e.g. "Guided" services) involve an engineer instructing you step by step via text and photos, without directly controlling your device — the checkout page clearly labels which category applies.

Quality assurance: if, during a task, our engineer determines the reported issue doesn't exist, the device doesn't match the description, or continuing is otherwise inappropriate, the engineer will stop and hand off to another engineer to confirm rather than forcing the task to "completion."

Accounts and subscriptions: subscription plans (e.g. the Virtual IT Butler) renew automatically each month; you may cancel anytime from your member dashboard. Cancellation takes effect at the end of the current billing period, and service already paid for remains usable until then.

Prohibited use: you may not use this service for any unlawful purpose, to infringe on others' rights, or to request work outside this service's scope (e.g. bypassing another person's device security or circumventing lawful copyright protection). We may terminate service immediately without refund upon discovering such use.

3. Privacy Policy

We only collect information necessary to deliver the service: account information (such as email), basic device information (model, OS, device ID), chat history during service, and — only with your consent — screenshots or photos you provide, used solely to complete the repair or support you requested.

Device screen captures taken during the repair process are used only by engineers to assess the repair status; general screenshots are destroyed immediately after the repair is completed, and evidence screenshots serving as proof of service completion (excluding personal data) will be retained first and automatically deleted after 30 days, and will not be used for any purpose beyond the service; photos you upload (e.g., photos used for communication in guided services) are stored in encrypted cloud storage and accessible only to the engineer handling your current service.

We do not sell, rent, or share your personal data with any third party unrelated to delivering the service. We only share the minimum necessary information where required by law, or as needed to complete a payment transaction (e.g. with our payment processor, NewebPay), and require any such party to apply equivalent protection.

You may request access to, correction of, or deletion of the personal data we hold about you at any time via our support email. You may also remove any authorization and connection components left on your device at any time using the app's "Uninstall Service" feature.

This service uses encrypted connections (TLS) to protect data in transit; repair-related data is stored on access-controlled servers and cloud storage, accessible only to the engineer handling that service and necessary system administrators.

4. Refund Policy

Pay per order: the service fee is paid at checkout and the order is created only after payment succeeds. If work has not started you may cancel at any time for a full refund. If a service fails, is judged unachievable or times out, the system automatically cancels the authorization or refunds the payment in full to the original payment method—no request is needed. If work has started but the goal could not be achieved (e.g. a hardware fault that cannot be handled remotely), fees already incurred are calculated on the actual work performed and the remainder is refunded.

Once a service item has been explicitly marked complete via the "Service Confirmed Complete" action in the app/website (or other completion evidence, such as a logged screenshot), it is generally not eligible for refund unless you can show the delivered service clearly did not match what was promised.

Subscription plans: a one-time product fee; once the period's service is activated it is generally non-refundable. If our system is entirely unable to provide service for that period due to a fault on our end, we will refund that period in full or extend service by one period.

To request a refund, contact us at [email protected] or LINE @fixself with your order number. Once your request is reviewed and the refund approved, it will be completed within approximately 7–14 business days, returned to your original payment method, with the actual posting time depending on your card issuer or payment processor.

In cases of a system error attributable to us, such as a duplicate charge, we will issue a full refund as soon as possible after confirmation, without being bound by the review timeframe above.

Fees on customer-initiated refunds: requests made on the day of the transaction (Taiwan time, UTC+8) are refunded in full to the original method through authorization cancellation with no fee. Requests made on a later day or after settlement are subject to the 2.8% payment gateway processing fee (NewebPay has already settled and charged its fee), and the remainder is refunded to the original card. Refunds issued automatically by the system because a service failed or timed out are not subject to this fee.

Refund Timeframes & Dynamic Currency Conversion (DCC): TWD transactions follow standard bank refund terms. If an international credit card was used with Dynamic Currency Conversion (DCC, charged in foreign currency), online refund requests must be initiated within 59 days of the billing/capture date. After 59 days, due to international payment gateway and network constraints, direct online credit card refunds cannot be processed and must be handled via offline international wire transfer (applicable wire transfer fees to be borne by the applicant).

Points cannot be purchased, transferred, cashed out or refunded; see “6. Points Usage Rules”.

5. Payment Methods & Transaction Flow

Accepted payment methods: credit cards (Visa, Mastercard, JCB, including internationally issued cards), Apple Pay, Google Pay, Samsung Pay and UnionPay. All prices are in New Taiwan Dollars (TWD). Payments are processed by NewebPay; we never see or store your full card number.

Transaction flow: you pay for each service at the time you place the order. The service order is created and work begins only after payment succeeds; unpaid orders are never dispatched. The order is closed after the service is completed and confirmed by you. If payment is not completed within 30 minutes the order is voided and you are not charged.

Failure or timeout: if a service fails or times out, the authorization is cancelled or the payment is refunded in full automatically, and you will be notified. Actual posting time depends on your card issuer.

Service points: free promotional points that KOL partners give to their fans. They can only be applied against our service fees at payment; see “6. Points Usage Rules”. We do not sell points and do not operate stored-value, collection/payment agency or e-payment services.

Subscription plans: a one-time product fee; the subscription takes effect once payment succeeds, and repair orders for the covered device during the subscription period are not charged separately.

6. Points Usage Rules

Source: points are free promotional benefits that KOL (influencer) partners give to their fans. Our website does not offer purchase, top-up or transfer of points.

Usage: points can only be applied against our service fees at the moment of payment (1 point = NT$1); the remaining amount is paid by card or wallet. Points cannot be traded on their own or gifted to others.

Validity: KOL fan points reset every month; unused points expire at month end and cannot be accumulated or carried over.

No cash value, no return: points have no monetary value and cannot be exchanged for cash, returned, withdrawn or used at third-party stores.

If a service fails or is refunded: points applied to that order are returned to your points (not converted to cash) when the order is refunded because it failed or timed out; the cash portion is refunded to the original payment method.

We reserve the right to stop point usage for abusive behavior such as repeated redemption or using someone else’s code.