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.

Tangkapan layar perangkat yang dihasilkan selama proses perbaikan hanya digunakan oleh teknisi untuk menilai kondisi perbaikan; tangkapan layar umum langsung dihancurkan setelah perbaikan selesai, tangkapan layar bukti sebagai bukti penyelesaian layanan (tanpa data pribadi) akan disimpan terlebih dahulu dan otomatis dihapus setelah 30 hari, tidak akan digunakan untuk tujuan di luar layanan; foto yang Anda unggah (misalnya foto yang digunakan untuk komunikasi kondisi saat ini dalam layanan panduan) disimpan di ruang cloud terenkripsi dan hanya dapat diakses oleh teknisi yang menangani layanan Anda kali ini.

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

Bayar per pesanan: biaya layanan dibayar saat memesan dan pesanan dibuat setelah pembayaran berhasil. Jika pekerjaan belum dimulai, Anda dapat membatalkan kapan saja dengan pengembalian penuh. Jika layanan gagal, dinilai tidak dapat diselesaikan, atau habis waktu, sistem otomatis membatalkan otorisasi atau mengembalikan dana penuh ke metode pembayaran asal tanpa perlu permohonan. Jika pekerjaan sudah dimulai tetapi tujuan tidak tercapai (mis. kerusakan perangkat keras yang tidak dapat ditangani jarak jauh), biaya dihitung sesuai pekerjaan yang dilakukan dan sisanya dikembalikan.

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.

Paket langganan: biaya produk sekali bayar; setelah layanan periode berjalan diaktifkan umumnya tidak dapat dikembalikan. Jika sistem kami sama sekali tidak dapat menyediakan layanan pada periode itu karena kesalahan kami, kami akan mengembalikan penuh atau memperpanjang satu periode.

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.

Biaya untuk pengembalian dana atas permintaan pelanggan: permintaan pada hari transaksi (waktu Taiwan UTC+8) dikembalikan penuh melalui pembatalan otorisasi tanpa biaya. Permintaan pada hari berikutnya atau setelah penyelesaian dikenai biaya pemrosesan gerbang pembayaran 2,8% (NewebPay sudah menyelesaikan dan memungut biaya), sisanya dikembalikan ke kartu asal. Pengembalian otomatis karena layanan gagal atau habis waktu tidak dikenai biaya.

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).

Poin tidak dapat dibeli, dipindahtangankan, diuangkan, atau dikembalikan; lihat “6. Aturan Penggunaan Poin”.

5. Metode Pembayaran & Alur Transaksi

Metode pembayaran: kartu kredit (Visa, Mastercard, JCB, termasuk kartu luar negeri), Apple Pay, Google Pay, Samsung Pay, dan UnionPay. Semua harga dalam Dolar Taiwan (TWD); pembayaran diproses oleh NewebPay dan kami tidak menyimpan nomor kartu lengkap Anda.

Alur transaksi: Anda membayar setiap layanan saat memesan. Pesanan layanan dibuat dan pekerjaan dimulai hanya setelah pembayaran berhasil; pesanan yang belum dibayar tidak diproses. Pesanan ditutup setelah layanan selesai dan Anda konfirmasi. Jika pembayaran tidak selesai dalam 30 menit, pesanan otomatis dibatalkan dan Anda tidak ditagih.

Gagal atau habis waktu: jika layanan gagal atau habis waktu, otorisasi dibatalkan atau dana dikembalikan penuh secara otomatis dan Anda akan diberi tahu; waktu dana masuk bergantung pada bank penerbit kartu.

Poin layanan: hanya poin keuntungan gratis dari mitra KOL untuk penggemarnya, hanya untuk potongan biaya layanan saat pembayaran; lihat “6. Aturan Penggunaan Poin”. Kami tidak menjual poin dan tidak menjalankan layanan simpanan, penagihan, atau pembayaran elektronik.

Paket langganan: biaya produk sekali bayar; langganan aktif setelah pembayaran berhasil, dan pesanan perbaikan untuk perangkat yang tercakup selama masa langganan tidak dikenai biaya terpisah.

6. Aturan Penggunaan Poin

Sumber: poin hanyalah keuntungan gratis yang diberikan mitra KOL kepada penggemarnya. Situs kami tidak menyediakan pembelian, isi ulang, atau transfer poin.

Penggunaan: poin hanya dapat dipakai sebagai potongan biaya layanan saat pembayaran (1 poin = NT$1); sisanya dibayar dengan kartu. Poin tidak dapat diperdagangkan sendiri atau diberikan kepada orang lain.

Masa berlaku: poin keuntungan penggemar KOL direset tiap bulan; poin yang tidak dipakai hangus di akhir bulan dan tidak dapat diakumulasi atau dibawa ke bulan berikutnya.

Tanpa uang tunai, tanpa pengembalian: poin tidak bernilai uang dan tidak dapat ditukar tunai, dikembalikan, ditarik, atau dipakai di toko pihak ketiga.

Jika layanan gagal/dana dikembalikan: bila pesanan yang memakai potongan poin dikembalikan karena gagal atau habis waktu, poin dikembalikan sebagai poin (bukan uang tunai); bagian tunai dikembalikan ke metode pembayaran asal.

Kami berhak menghentikan penggunaan poin atas penyalahgunaan seperti penukaran berulang atau memakai kode orang lain.