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 skrin peranti yang dihasilkan semasa proses pembaikan hanya digunakan oleh jurutera untuk menilai keadaan pembaikan; tangkapan skrin biasa akan dimusnahkan serta-merta selepas pembaikan selesai, tangkapan skrin bukti sebagai bukti penyiapan perkhidmatan (tanpa data peribadi) akan disimpan terlebih dahulu dan dipadam secara automatik selepas 30 hari, dan tidak akan digunakan untuk tujuan selain perkhidmatan; foto yang anda muat naik (contohnya foto yang digunakan untuk komunikasi keadaan semasa dalam perkhidmatan berpandu) disimpan dalam ruang awan yang disulitkan dan hanya boleh diakses oleh jurutera yang mengendalikan perkhidmatan 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 setiap pesanan: yuran perkhidmatan dibayar semasa pesanan dan pesanan dicipta selepas pembayaran berjaya. Jika kerja belum bermula, anda boleh membatalkan pada bila-bila masa untuk bayaran balik penuh. Jika perkhidmatan gagal, dinilai tidak dapat dicapai atau tamat masa, sistem secara automatik membatalkan kebenaran atau membayar balik sepenuhnya kepada kaedah bayaran asal tanpa permohonan. Jika kerja telah bermula tetapi matlamat tidak tercapai (cth. kerosakan perkakasan yang tidak dapat ditangani dari jauh), yuran dikira mengikut kerja sebenar dan baki dibayar balik.

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.

Pelan langganan: yuran produk sekali bayar; selepas perkhidmatan tempoh itu diaktifkan ia umumnya tidak boleh dibayar balik. Jika sistem kami langsung tidak dapat menyediakan perkhidmatan pada tempoh itu kerana kesilapan kami, kami akan membayar balik penuh atau melanjutkan satu tempoh.

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.

Caj bagi bayaran balik atas permintaan pelanggan: permintaan pada hari transaksi (waktu Taiwan UTC+8) dibayar balik penuh melalui pembatalan kebenaran tanpa caj. Permintaan pada hari berikutnya atau selepas penyelesaian dikenakan caj pemprosesan get laluan pembayaran 2.8% (NewebPay telah menyelesaikan dan mengenakan caj), baki dibayar balik ke kad asal. Bayaran balik automatik kerana perkhidmatan gagal atau tamat masa tidak dikenakan caj.

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).

Mata tidak boleh dibeli, dipindah milik, ditukar tunai atau dibayar balik; lihat “6. Peraturan Penggunaan Mata”.

5. Kaedah Pembayaran & Aliran Transaksi

Kaedah pembayaran: kad kredit (Visa, Mastercard, JCB, termasuk kad luar negara), Apple Pay, Google Pay, Samsung Pay dan UnionPay. Semua harga dalam Dolar Baharu Taiwan (TWD); pembayaran diproses oleh NewebPay dan kami tidak menyimpan nombor kad penuh anda.

Aliran transaksi: anda membayar bagi setiap perkhidmatan semasa membuat pesanan. Pesanan perkhidmatan dicipta dan kerja bermula hanya selepas pembayaran berjaya; pesanan yang belum dibayar tidak diproses. Pesanan ditutup selepas perkhidmatan siap dan anda mengesahkannya. Jika pembayaran tidak selesai dalam 30 minit, pesanan dibatalkan secara automatik dan anda tidak dicaj.

Gagal atau tamat masa: jika perkhidmatan gagal atau tamat masa, kebenaran dibatalkan atau bayaran dikembalikan sepenuhnya secara automatik dan anda dimaklumkan; masa kemasukan bergantung pada bank pengeluar kad.

Mata perkhidmatan: hanya mata faedah percuma daripada rakan KOL kepada peminat, digunakan sebagai potongan yuran perkhidmatan semasa pembayaran sahaja; lihat “6. Peraturan Penggunaan Mata”. Kami tidak menjual mata dan tidak menjalankan perkhidmatan nilai tersimpan, agen kutipan/pembayaran atau pembayaran elektronik.

Pelan langganan: yuran produk sekali bayar; langganan berkuat kuasa selepas pembayaran berjaya, dan pesanan pembaikan bagi peranti yang dilindungi semasa tempoh langganan tidak dikenakan bayaran berasingan.

6. Peraturan Penggunaan Mata

Sumber: mata hanyalah faedah percuma yang diberikan rakan KOL kepada peminatnya. Laman web kami tidak menyediakan pembelian, tambah nilai atau pemindahan mata.

Penggunaan: mata hanya boleh digunakan sebagai potongan yuran perkhidmatan semasa pembayaran (1 mata = NT$1); baki dibayar dengan kad. Mata tidak boleh didagangkan sendiri atau dihadiahkan kepada orang lain.

Tempoh sah: mata faedah peminat KOL ditetapkan semula setiap bulan; mata yang tidak digunakan tamat tempoh pada hujung bulan dan tidak boleh dikumpul atau dibawa ke bulan lain.

Tiada nilai tunai, tiada bayaran balik: mata tidak bernilai wang dan tidak boleh ditukar tunai, dipulangkan, dikeluarkan atau digunakan di kedai pihak ketiga.

Jika perkhidmatan gagal/bayaran balik: jika pesanan yang menggunakan potongan mata dibayar balik kerana gagal atau tamat masa, mata dikembalikan sebagai mata (bukan tunai); bahagian tunai dibayar balik ke kaedah bayaran asal.

Kami berhak menghentikan penggunaan mata bagi penyalahgunaan seperti penebusan berulang atau menggunakan kod orang lain.